1. Avaya Intelligent Presence Services Enabling Innovative Applications in aMulti-vendor World PacketBase, Inc. www.packetbase.com 866.405.3992

2. Presentation Agenda

Presence for Real Time Communications

Avaya Intelligent Presence:Presence Across the Enterprise

Intelligent Presence Server

3. The Presence-aware Application Challenge Evolution of the Presence in the market

Current Market

Customers deploying Instant Messaging with Presence

• Microsoft, IBM, Google Talk(SMB) , Jabber(financial, government, other enterprise) ,

• Presence deployed as a foundation for customer UC initiatives

Customers now expecting more presence truly empowering their many applications

• Accurate presence for all team members, inside and outside of the corporation

• Presence available in all working environments

Challenge - no common way to develop new presence-aware apps

Many vendors, multiple protocols and APIs

Fragmented no single vendor-independent view

Full real-time presence requires high performance, scale

Presence needs to be always on (not just client driven)

4. The Presence-aware Application ChallengeHow do we, customers and partners develop apps? Customer Service Satisfaction, Loyalty New UC clients Productivity Communications Enabled Business Processes Agility, Process Acceleration Collaboration Speed, Efficiency Mobility, Wireless Telephony, Softphone Voice Messaging Customer Service Agents Enterprise Clients Instant Messaging Calendars, Profiles Location, GPS Internet Services Web 2.0 Social Networking Business Applications Network Location PC Status Speech 5. Avaya Intelligent Presence Across the Enterprise Customer Service Satisfaction, Loyalty New UC clients Productivity Communications Enabled Business Processes Agility, Process Acceleration Collaboration Speed, Efficiency Mobility, Wireless Telephony, Softphone Voice Messaging Customer Service Agents Enterprise Clients Instant Messaging Calendars, Profiles Location, GPS Internet Services Web 2.0 Social Networking Business Applications Network Location PC Status Intelligent Presence Speech 6. The Importance of Scalability

Presence-aware applications require unified user presence

• Aggregation of presence from multiple devices

• Policy and rules define holistic user presence

• Presence reported across the enterprise

Presence traffic grow exponentially based on users, devices and subscribers/contacts

• State change in any reporting device drives updates to each subscriber across the network

Latency reduces reliability and utility of information

7. The Always On Issue

What happens if I turn off the client?

Public IM Calendar On the phone Phones/soft clients Enterprise IM Busy Available In ameeting 8. User Presence Status is Missing or Misleading

What happens if I turn off the client?

Public IM Calendar Phones/soft clients Enterprise IM Offline Offline Offline 9. Whats Possible: Presence-aware Applications

Resident Expert easy access to the right skills beyond contact center

Presence-based routing to non-agent groups based on availability

Smart IVR applications, e.g. automated branch office overflow based on local availability

Available : Integrated presence in Avaya one-X Portal, Avaya one-X Communicator

9600-series SIP phones

Avaya one-X Mobile

Personal/social policies

At-hoc collaboration using relevance, proximity, skills

Accelerate notification & escalation using presence

Connect managers and teams based on proximity to event and availability

Automatically inform customers when the right resources become available to talk to them

Customer Service Collaboration CEBP

Increased productivity

Easier collaboration between mobile, remote and HQ employees

Business Benefits

Faster one-and-done resolution, lower costs

Customer satisfaction

Resource productivity

Business Benefits

Process acceleration

Getting to therightpeople

More proactive customer engagement

Business Benefits 10. Office Cell Phone: Extension toCellularone-X Mobile Mobile Teleworker/ Remote STATUS (automatic oruser selected) - Available - Busy - Unavailable - Out of office - Offline

SYSTEM MESSAGE

Away

On a call

In a conference

Hosting a conference

In a meeting

Out of office

CHANNEL STATUS (phone, email, IM, video) - Available - Conditional - Unavailable IP Softphone one-X Portal one-X Deskphone TDM / AnalogSIP/H.323 VPN Remote one-X Portal IP Softphone Customer Service Collaboration Communication Enabled Business Processes 11.

Resident Expert access to skills beyond contact center

Presence-based routing to non-agent groups based on availability

Smart IVR applications

Online Customer Service Collaboration Communication Enabled Business Processes

Integrated presence gives immediate access to experts, drives first call resolution

Increased customer satisfaction and loyalty

Unique Advantages 12. Automatic notificationto customer account managers Customer Notification Trigger Event Automatic speech-based assistantlocates the right people, provides information, gets status and reports back to the process Later, aremote production eventisautomatically identifiedfrom real-time data stream monitoring

Accelerate notification & escalation using presence

Automatically connect to customers when right resources available

Connect managers and teams based on proximity to event and availability

Automatic outbound proactive contactto impacted customers Business Process architect drags-and-dropscommunication escalations into key business processes Theright response teamautomaticallyalerted and assembled Customer Service Collaboration Communication Enabled Business Processes

Presence-enhanced CEBP increases communications enablement effectiveness

Improved process execution and timely resolution of issues

Unique Advantages 13. Whats New: Avaya Intelligent Presence Server Enabling innovative applications in a multi-vendor world

Single point of user presence aggregation

• Common vendor-independent application development

• Complimentary to enterprise roll-outs of Microsoft, IBM, etc.

Uniquely integrating presence from many sources

• Hub bridging multiple open standards: XMPP, SIP/SIMPLE, Web Services

• Microsoft OCS, Exchange, IBM Lotus Sametime, Domino, AIM, ..

Real-time always-on performance, proven technology

• Scale to hundreds of thousands of users,