Focusing on Medium-Sized Businesses

© 2005 Avaya Inc. All rights reserved.© 2005 Avaya Inc. All rights reserved.

Focusing on Medium-Sized Businesses

Focusing on Medium-Sized Businesses

AvayaCustomer Interaction Express

Sales Training

AvayaCustomer Interaction Express

Sales Training

2© 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential

Agenda

Understanding Midsize Business Needs

Avaya Customer Interaction Express

– Positioning

– Pricing and Configurations

– Competition

– Roadmap

– Calendar of Activities and Training

– Wrap Up


»Understanding Midsize Business Needsand

Customer Interaction Express«

»Understanding Midsize Business Needsand

Customer Interaction Express«


Customer Service for Sustained Competitive Advantage

Enhanced Self-Service

Speech Enabled Routing & Information AccessMulti-Modal Information DeliveryPersonalized Content

Personalized Service

Consistent Information Access

Voice, Email, Web integration

Consistent Brand Experience

Best Skills Applied

Managed Follow-up

Improved Conversion Rates from Customer Segmentation

Differentiated Service

Seamless delivery of applications and servicesCentral Site, Branch, RemoteLeverage Global ResourcesBusiness Continuity

Virtual Infrastructure

Expertise on Demand

Engage Enterprise Experts

Leverage Local Knowledge

Presence, Interruptibility

Information Management

Capture, Reporting & AnalysisReal-Time InformationCustomer Experience View

Customers


The Path:Integrated and flexible solutions that allow to meet changing customer requirements and business needs at their own pace

The Result:Competitive advantage from more efficient, responsive and effective business operations

The Need: Complete software suite solution : simple to buy, simple to deploy, simple to use and simple to manage - delivering the competitive advantage previously reserved for the largest Contact Centers

Focusing on Medium Sized Contact Centers

Mobile and Distributed

agents

Demanding Customers

Sales Channel Needs: • Differentiated solutions• Easy to sell & quick to design + deploy• Delivering lower costs - higher margins• Promoting long-term customer

relationships

Customer Drivers: • Profitability, low TCO, Quick ROI • Meeting current and future

business needs• Minimal install/move disruption• Leverages open standards


Mid Size And Enterprise BusinessesDifferent Needs By Segment

Reporting

IVR

/ S

elf Service

Proactive C

ontact

Contact

Center

Desktop

Productivity

CT

I

Mid

Size B

usin

ess

Contact Center

Reporting

Outbound dialling

Self-Service

CTI

Desktop Productivity

Specialized applications tailored to single purpose

Highly customizable deployment and implementation options

Multiple Operating Systems

In-house IT Expertise for Server and Application Management

Dedicated Servers for each application

Software Suite

Shorter implementation cycles

Easier to manage

One solution to upgrade

Reduce infrastructure cost

En

terprise B

usin

ess


Addressing Some Specific Needs of Medium-sized Businesses

The need for an all in one Contact Center Suite.

Requires the suite to run on as few Microsoft OS based application servers of the same type as possible (low TCO).

Requires the suite to be up and running with a relatively small implementation and system integration effort – compared to Enterprise Solutions.

Limited internal IT capabilities.

Uses Contact Center technology also to optimize overall communication processes.

Still requires a high level of functionality

Target market: approximately 100 to 1,000 employees

with 20-150 workers in the contact center.


Customer Interaction Express Delivering New Value for Mid Size Enterprises

All-in-one solution

– Inbound/outbound, E-Mail, Fax, SMS

– IVR DTMF, speech, data access

– Real time, historical reporting

– Single agent, supervisor, and management interfaces

– Graphical workflow editor

– Multilingual, Multi-site

Fast implementation

Easy to manage

Flexibly evolves with business


Customer Interaction Express ~ All In One IP Communications Suite

Co

nta

ct C

ente

r

Contact Management

Agent Groups

Agents

External Destination

Waiting Announcements

IVR Agents

Universal QueueUniversal Queue

wwwwww

Email

Fax

Web CallBack

Voice

SMS

Customer / prospectsContact Center Resources

Media specific

skills based routing

Call/EM can be routed to a specific agent not belonging to a group


Delivering new value to both customers and business partners

Increased Margins– Consistent, straight forward, repeatable deployments

–Less highly paid skilled workers required

Reduce Risk– Standard industry platforms

– Ease of deployment and support

Flexible and scalable solution– Add functionality based on customer needs

–Software-only solution for customizability

Differentiate from competition– Packaged solution with off the shelf integrations

–Built for my customers needs

All in one Customer Service Solution

–delivers consistent service to customers across multiple media channels and locations

Easy to manage and maintain–Built on Microsoft with common administration tools for all components

Evolves with your business–Start with one contact channel and build from there

Fast implementation with minimum disruption to the business

–Pre-integrated, 1 – 2 weeks for average implementation

Business Insight into the customer experience that’s easy to use

–Real time and historical reporting for all media channels

For Customers For Business Partners


Customer Interaction Express - Screenshots

Single User interface– Supervisor

– Team leader

– Agents

Graphical works flows

– Inbound applications

– Outbound campaigns

– IVR applications

Integrated reporting

– historical

– real time reporting

Skills based routing

– Including multimedia channels


Customer Interaction Express ~A Few More Details

Single software suite solution– All-In-One Contact Center Suite– Running on Microsoft OS based server(s)– Common Administration – easy to manage– Platform independent

Designed specially for contact centers with 20 to 150 Agents

Capabilities:– Skills based routing – Multimedia channel management

• Inbound, Outbound, Email, SMS, Fax– Outbound campaign management– Blended Agent Experience – Self Service applications (IVR), with ASR and TTS– Integrated Real Time Reporting– Historical Reporting– Multi site support


Customer Interaction Express

»Positioning – Avaya Solutions«


»Positioning – Avaya Solutions«


Avaya Solutions to Meet Differing Business Needs

Basic Need Leading Edge

Bus

ines

s S

ize

Call Center Software

Interaction Center

Contact Center Express

IP officeCC Capabilities

MVE CC capability

CIE



– For existing Avaya Call Center customers

– No new application customers

– 20-150 Agents

– Providing medium-sized businesses the ability to extend Avaya Call Center with CTI/Screen-pop and multi-channel capabilities


– New customers

– CM customer not yet using Call Center capabilities

– BCC Upgrades

– Packaged with MultiVantage Express (MVE)

– 20-150 Agents

– All in one multi-channel contact center suite to address the needs of medium-sized contact centers.

Customer Interaction Express Mid-market Contact Center Portfolio


Positioning of Avaya multi-channel Solutions

150Agents

Existing Application CustomerNew Application Customer


Call Center (Elite, …)

CMS

IR

…CustomerInteraction

Express

Interaction Center

Call Center (Elite, …)

CMS

IR

…

Mid

Siz

e B

usi

nes

sE

nte

rpri

se

Bu

sin

ess


Customer Interaction Express Mid-market Contact Center Portfolio

Customer Interaction Express addresses medium sized business needs with:

– an “all in one Contact Center Suite” .

– common administration and management for a all components of the suite.

– real time and historical reporting for all media channels offered.

– a platform independent solution.

MultiVantage Express

– Avaya’s switch platform solution for medium-sized businesses, ideal in combination with Customer Interaction Express for a full contact center solution


– For existing Avaya customers to extend investments with a flexible and easy to use multi-channel, CTI and desktop integration


LAN, WAN, WiFi

MultiVantage Express – Customer Interaction Express~A complete, end to end solution!

IP for transport• Link systems and gateways

across locations• Scalable, secure, survivable

infrastructure

Call Recording

WiFi phone PDA

Softphone


G650

MultiVantage Express

G250 G350G700

IP endpoints• Flexible deployment• Ideal for new locations

IP at the core• Easy migration or

greenfield• Enables satellite and at-

home agents• Foundation for multi-site

consolidation



»Pricing & Configurations«


»Pricing & Configurations«


Customer Interaction Express – Licensing and Pricing

Two bundled offers to sell quick and easy: Standard and Advanced

Each of them bringing a defined feature set per agent plus add-ons

Customer Interaction Express StandardSelected # of agents

– voice inbound– voice outbound (preview)

Real time and historical reporting


1 Team Leader

Customer Interaction Express AdvancedSelected # of agents

– voice inbound– voice outbound

(preview, auto and progressive)– E-Mail

Real time and historical reporting


Usage of text blocks in E-Mail

1 Supervisor

10 IVR ports


Customer Interaction Express – Ordering

Team Leader

Supervisor

Licenses based on customer needs

Choose Number of Agents

Select Additional licenses

Select extras

Advanced

Standard

ASR and/or TTS

IVR Ports


Customer Interaction Express - Licensing and Pricing

Pricing shows GPL

Add from à la carte if you – want to add Team Leaders or Supervisors to Standard or Advanced

– want to add IVR to Standard or want to extend the IVR in Advanced

– want to migrate from Standard to Advanced

– want to add ASR or TTS capabilities

1st language563 €Nuance TTS

Tier 2 licenses, 1st language1.336 €Nuance ASR

per port3rd party

313 €352 €391 €IVR Ports

1.484 €1.563 €1.641 €Supervisor

1.094 €1.172 €1.250 €Team Leader

781 €977 €1.172 €Upgr. CIE Std. to Adv.

1.367 €1.563 €1.758 €CIE Advanced Agent

625 €703 €781 €CIE Standard Agent

101 - 25051 - 1001 - 50Number of agents/ports

per user / port

1st language563 €Nuance TTS

Tier 2 licenses, 1st language1.336 €Nuance ASR

per port3rd party

313 €352 €391 €IVR Ports

1.484 €1.563 €1.641 €Supervisor

1.094 €1.172 €1.250 €Team Leader

781 €977 €1.172 €Upgr. CIE Std. to Adv.

1.367 €1.563 €1.758 €CIE Advanced Agent

625 €703 €781 €CIE Standard Agent

101 - 25051 - 1001 - 50Number of agents/ports

per user / port


TCO Comparison Mid Market and EnterpriseIncluding Implementation and Customization

Standard

$0

$50.000

$100.000

$150.000

$200.000

$250.000

$300.000

$350.000

$400.000

25 50 (51) 75 100 (101)

Enterprise Mid Market Enterpise Mid Market


Advanced

$0

$100.000

$200.000

$300.000

$400.000

$500.000

$600.000

25 50 (51) 75 100 (101)

Enterprise Mid Market Enterprise Mid Market

TCO Comparison Mid Market and EnterpriseIncluding Implementation and Customization


Customer Interaction Express 1.0 Upgrade from BCC to CIE

Upgrade of a BCC System to CIE Standard:

– If a BCC System does have only voice inbound agents (no Outbound, no E-Mail Agent).

– For every BCC Agent a CIE Standard Agent License is required.

– Supervisors have to be upgraded as well.Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered.

Upgrade of a BCC System to CIE Advanced:

– If the BCC System has at least one Voice Outbound User or one E-Mail Agent, the whole system has to be upgraded to CIE Advanced Agent.

– Even if a CTI Integration based on BCC is used, all agents have to be upgraded to CIE Advanced

– For every BCC Agent is a CIE Advanced Agent License required.

– Supervisors have to be upgraded as well..Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered.

Pricing shows GPL

Number of agents/ports 1-50 51-100 101-250Upgrade BCC Agent

to CIE Standard Agent391 € 281 € 188 €

Upgrade BCC Agent to CIE Advanced Agent

879 € 625 € 410 €

Upgrade BCC Supervisorto CIE Supervisor

820 € 625 € 445 €

Upgrade BCC VoiceControl Port to CIE IVR Port

195 € 141 € 94 €



»Competition«


»Competition«


Customer Interaction Express - Key Competitors

Cisco IPCC Express

Genesys Express

Interactive Intelligence

Siemens

EMEANA CALA APAC

Global Players

RegionalPlayers

Alcatel

Altitude

Mitel

Small regional

See global

Nortel

Mitel

NEC

Aspect /Concerto

Alcatel

Altitude

Alcatel

Aspect/Concerto

NEC

Small Regional Vendors


The Competition: CIE – Complete, Simple

ApplicationsAvaya

CIE

NortelContact Center

Express

AlcatelOmniTouch

Mitel6100

Cisco IPCC Express

Interactive Intelligence

CIC

Genesys Express

Multimedia

Siemens ProCenter

Agile

Siemens ProCenterEnterprise

Single software Solution

Skills-based Routing

Outbound Third Party

Multi-channel

E-mail, FAX, SMS,

Call Back

Optional OptionalOptional with 6150, 6160

Optional E-mail, Call Back

E-mail,

Web, Call back

Desktop for Agent and Supervisor

Historical and real time reporting

Optional

6110

Multiple PBXs

Self Service Optional (Premium)

Multi-site Optional Optional

Call Recording Optional Third Party Third Party Third Party Optional Optional

WFM Optional Optional Optional Optional 6120 Optional Optional Optional Optional

Quality Monitor Optional Third Party Optional Third Party Optional Optional Optional Optional


Customer Interaction Express Calendar of Activities

and Training

Customer Interaction Express Calendar of Activities

and Training


Customer Interaction Express – Avaya University Training

Main courses

Sales– 3 web based courses (5h)– Instructor led courses (3-4h)*– 1 level Assessment (1h)

Pre-sales– Sales training and Assessment

above, plus– 1 classroom course (2 days)– 1 core Assessment (30 minutes)

Post Sales (Support)– 2 web base courses (5h)– 4 classroom courses (8 days)– 2 Assessments (1h ½)

Customer IT– 3 classroom courses (6 days)– 1 web course (2h)

Enabling you to be the best!

Note: AES training required

CIE Sales Curriculum

CIE Design Curriculum

CIE Implement Curriculum

CIE Customer Curriculum

Product Authorization

– PA - Sales: Customer Interaction Express

– PA – Design: Customer Interaction Express

– PA – Implement: Customer Interaction Express

* Not Avaya University


Activities Timeline - 2006

September October November December

Technical KT 1

Key Country and Channel Engagement

GermanyTech Share

Rome - BP Kick Off

Technical KT 2

Campaign Creation and County briefings

Customer BETA trials: English and German

Avaya sales Kick Off (New Orleans)

Insider KT

Tier2 Sales Training

Avaya Pre-Sales WBT

Sales KT


Activities Timeline - 2007January February March April

Regional Campaign Deployment

3 -5 April SECA - FRANCE

CIE – Toolkit 27 Feb – 1 MarchCC World - Germany

AR / PR

EMEA Avaya Website / Tools (PMC)

Insider KT

Field Coms

Sales KT

Marketing MasterClass

15 March – 21 MarchCebit - Germany

Product GAEnglish/Fr/Ger

Localised VersionsItalian/Spanish

5 March – 8 MarchVoiceCon – U.S.


Sales Enablement Materials Value to the Partner

Why should I sell?

Educate/Prepare /Train

How to sell?

Create Demand

Why should the customer buy?

Closing the deal

Customer Facing documents

Sales Knowledge TransferPartner Briefing PresentationTechnical Presentation

Sales positioning guides Cheat Sheets Competitive analysis matrix

Marketing templates for channelsFlash demoForum in a Box material

Customer PresentationsBrochuresOffer definitionCompetitive TCO/ROI toolOnline DemoFinancial OffersCase studiesAnalyst Reports White Papers

EMEA Marketing Launch Q2-07


Customer Interaction Express - Training: Basic Sessions

WebBasedCourse

Class-room

Course

Customer Interaction Express Overview (2h)

CIE Sales Story (1h)

CIE Background Sales (2h) System Architecture and Installation (3h)

Core Assessment (30 mn)

Level Assessment – Product Authorization (1h)

Basic Statistic, Monitoring and Task Reporting (1d)

Functions and Handling E-Mail (2 days)

CIE Workshop incl.Function and

Handling (4 days)

Installation andImplementation (2 days)

Basic Functions , Handling Voice & Voice Control (3 days)

Sales Pre-Sales Post Sales Customer IT


Customer Interaction Express - Training: Advanced Features

Class-room

Course

Update and Projects (3h)

Assessment (30 mn)

Extended TaskFlow, Task Reporting & Voice Control (3 days)

Sales Pre-Sales Post Sales Customer IT

Dialer (2 days)

Assessment (30 mn)

Networking (1 day)

Assessment (30 mn)

Multiple Servers (1 day)

Assessment (30 mn)


New all-in-one midsize business contact center solution

Increases first contact resolution– Easy, personalized user experience

– Inbound/outbound, IVR, email, fax, SMS

– Sophisticated, skills-based routing

– Flexible, common administration and management

– Real-time information and historical reporting

Works in your IT Environment– Platform-independent

– Pre-integrated solutions

– Microsoft-based

The Avaya Advantage

CUSTOMER INTERACTION EXPRESS

– Fast implementation

– Easy to manage

– Evolves with business

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Focusing on Medium-Sized Businesses

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