© 2006 Avaya Inc. All rights reserved.

Avaya ServicesAvaya Services

Michael Dundon

Business Development Manager

2© 2006 Avaya Inc. All rights reserved.

Plan, Design,Integrate, Install

(Intelligent Communications)

Support (People, Processes & Apps)

Manage (Entire Domain)

Domain (IP World)

Evolution to Intelligent Communications Requires Assistance

System (TDM World)

App Servers / Adjuncts

PBX

Expansion Port Networks

Install(Hardware)

Maintain & Monitor(Voice Only)

3© 2006 Avaya Inc. All rights reserved.

Avaya Global Services Will Help You Maximize the Evolution to Intelligent Communications

Who can help me get there with minimal risk and disruption to my business?

How should I implement the new technologies to stay ahead of the market?

Based on my business imperatives, how can I best take advantage of new technologies?

ValueGap

Val

ue

fro

m T

ech

no

log

y

Time

Communication Technology Value

Maximization

Rate at Which Companies TraditionallyLeverage New Communication Technology

Get the most outof new technologies

To maximize the value, these questions must be answered

4© 2006 Avaya Inc. All rights reserved.

Global Managed Services Portfolio for 2007

Proactive IP Support

Enhanced IPSS

Premium IPSS

Software Release Management

Legacy Managed VoiceMail/PBX

Proactive IP Support

Enhanced IPSS

Premium IPSS

Software Release Management

Legacy Managed VoiceMail/PBX

IP Converged Solutions

IP Converged Solutions

Manage IP Migrations and Converged IP Communications

Contact Center Services

Contact Center Technology Outsourcing

Managed IVR

Contact Center Services

Contact Center Technology Outsourcing

Managed IVR

Manage Contact Center Applications

ManagedApps

ManagedApps

Contact Center

Messaging

Contact Center

Messaging

Deliver Avaya Applications Over the

Network

Avaya OnDemand

Avaya OnDemand

5© 2006 Avaya Inc. All rights reserved.

Contact Center Managed ServicesDelivers…

Call Management Systems

Call Center Elite Solutions

Computer Telephony Integration

Business Advocate Support

Nice Call Recording

Interactive Response (IR)

Performance management

Witness Call Recording

Reports

Voice Portal Support

Virtual Routing Support

Fault management

Technical consulting

24/7 proactive monitoring / Heart Beat Monitoring

6© 2006 Avaya Inc. All rights reserved.

Outsourcing—What Going With Avaya Will Mean For You

• Assume managerial control, design and maintain your contact center technology

• Provide a single point of contact for management, maintenance and ongoing implementation

• Manage all of your contact center networks and infrastructure components—including applications and 3rd party vendors.

• Maintain the same monthly fee regardless of growth in the volume of transactions

For one predictable monthly cost, Avaya will . . .

7© 2006 Avaya Inc. All rights reserved.

Global Managed ServicesHosted SolutionsGlobal Managed Services combines Avaya’s market

leading suite of Messaging and Contact Center products and solutions with years of experience providing state of the art managed services to create the most comprehensive Hosted Solutions Support network found in the market today.

Avaya’s Global Managed Services Hosted Solutions delivers a comprehensive suite of offers that ranges from just one application to outsourcing of on premise infrastructure to a full suite of Hosted Offers.

8© 2006 Avaya Inc. All rights reserved.

Remote Managed Services for IPT

Note: BOH stands for “Block of Hours”

24 x 7 Monitor/ Fault ManagePro-

activeEnhanced

Premium

Real-time intelligent agent monitoring, Isolation and Notification on Voice Platforms and in Data Network ● ● ●

Correlation and validation of alarms ● ● ●Case Management for Avaya Voice Product troubles ● ●Network Service Provider Agency ● ●Resolution of events in Data Networks ●Case Management of Data issues ●3rd Party data Equipment Agency ●Service Level Objectives

15 minute customer notification of service outages ● ● ●Hourly updates of IPT platform service outages ● ●Hourly updates of data equipment service outages ●Time to complete remote, simple MAC - 2 bus days ● ●

SecurityPro-

activeEnhanced

Premium

IPT platform Alarm monitoring ● ● ●Customer notification of security event ● ● ●Performance Management

Trouble reports via web portal●

● ●

Trending Reports ● ●

Analysis of trending reports & recommendations ●Voice only

●

Technical Consulting

Voice Engineering support (BOH) ● ●Data Network Engineering support (BOH) ●Configuration Management

Remote Moves, Adds and Changes Support for Voice platforms ● ●Remote Moves, Adds and Changes Support for Data devices ●

● Proactive ● Enhanced ● Adders to Enhanced ● Premium

9© 2006 Avaya Inc. All rights reserved.

Software Release Management

Software Release Management provides a solution for the proactive identification and implementation of product updates that are announced for Avaya’s IP Telephony application

– Product Updates include product correction notices (PCNs), software updates, and firmware updates

Customer’s who are implementing Avaya’s IP Telephony application will need to consider how they will provide ongoing management of the application

– A change management process will be needed that identifies who is responsible for receiving and analyzing announced updates to determine if and when they will be implemented

10© 2006 Avaya Inc. All rights reserved.

Software Release ManagementSolution Options

Comprehensive Release Management

Maintain inventory records

Formal notification the released Product Update affects Customer

Identifies the affected sites and products

Impact Assessment (Benefits and Risks)

Qualification per Customer’s Business Rules

Define and Manage Update Schedule

Execute updates including back-up, restoreand reboot

Periodic (Monthly) Reports– Inventory Reports

– Configuration Exception Reports

– Product Updates Report

– Product Updates History Report

Service Level Objectives for Notification

Remote Network

Operations Solutions

11© 2006 Avaya Inc. All rights reserved.

Offer Comparison – SRM and PCS

Service ElementFull Coverage Maintenance

Product Correction

Support

Comprehensive Release

Management

e-notification of new update ● ● ●Remote implementation of product updates designated as Tech Installable during Hours of Coverage ● ● ●On-Site implementation of product updates designated as Tech Installable during Hours of Coverage ● ●Remote implementation of product updates designated as Customer Installable during Business Days and Restricted Out of Hours ● ●On-Site implementation of product updates designated as Customer Installable during Business Days and Restricted Out of Hours ● Dynamic inventory records for the total enterprise including relationships and device attributes ●

Proactive notification of new product updates ●

Impact assessment of benefits and risk for the product update ●

Define and manage update schedules including remote and on-site activities ●

Perform remote back-ups prior to any product update ●

Monthly Report package that includes inventory reports and update history ●

12© 2006 Avaya Inc. All rights reserved.