Experience ManagementThe Key To Growth

Agenda

Business Trends>

Emerging Technologies and Applications>

Avaya Professional Services>

Migration and Evolution >

Avaya Aura Contact Center Suite>

3

The Contact Center Market

Avaya’s Leadership

• Gartner Magic Quadrant Leader for Contact Center, IVR and Unified Communications

• Number One Contact Center supplier in all territories

• Many millions of agent positions worldwide handling multi-million calls every day

• More than 90,000+ Contact Centers in over 100 countries

Avaya35%

Nortel Enterprise12%

Others20%

Aspect4%

Cisco14%

Genesys15%

Worldwide Contact CenterMarket Share (ACD Agents)

Source: Gartner Group, Calendar 2008

$4B+ Product Market with $5B+ related Professional Services

Avaya + Nortel47%

The Magic Quadrant is copyrighted by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendor’s measure against criteria for that

marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the

"Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner

disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by

Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report.

The Gartner report is available upon request from Avaya.

Magic Quadrant for Contact Center Infrastructure, WWDrew Kraus, Steve Blood, Geoff Johnson

February, 2010

Full report is available athttp://www.gartner.com/technology/media-products/

reprints/avaya/vol6/article2/article2.html

Gartner Magic Quadrant for Contact Center Infrastructure – Worldwide (2009)

The Top Customer Service Leaders Choose Avaya

The 2010 BusinessWeek ‘Customer Service Champions’

that chose Avaya*

The 2010 BusinessWeek ‘Customer Service Champions’

that chose Avaya*

http://images.businessweek.com/ss/10/02/0218_customer_service_champs/more.htm

* partial list shown

Market-Tested Differentiation

"Avaya Aura® Contact Center 6.0 raises the bar in the integration of multiple channels. It offers one of the most effective agent interfaces we have seen in recent years for cleanly

blending a mix of voice calls and text-based contacts.” – Ed Mier

Multimedia Feature Avaya Cisco I3

Single Fully Blended Queue 5 3 5

Multiple Contact Handling 5 2 4

Context Sensitive Prompts and Auto-Suggest 5 2 4

Display Context Driven Buddy Lists of Experts & Other Agents 4 2 3

Knowledge base for searching email responses 4 2 4

Web Based System Wide Administration and Supervision Tool 4 2 3

DB lookup or Web service support within the graphical SCE 4 4 4

Web services support 5 2 2

Scalability of solution across media types 4 2 4

Mier Consulting Test Results – July 2010 Comparison of Multimedia Capabilities for CC Midsize

Market Dynamics are Changing!

The Vision and Strategy

Today’s Reality . . .

Published Late May, 2010

Fact: Demographics Are Changing

Major Customers’ Demographics are Changing with Different Customer Satisfaction Expectations

Sources:PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar RetailBaby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s

78MBaby Boomers

55MGeneration X

80MGeneration Y

25% of population = Generation Y

28% own a blog44% read a blog

50m tweets per day

No Single Interaction Channel: Need to be Proficient in all Channels

Fact: Interactions Are Changing

Source: Webtorials Editorial/Analyst Division

0%

20%

40%

60%

80%Percent of Respondents

Voice (agent)

Fax Voice (self)

Email Web SMS Chat Video Social Media

IM

2010 2012

of consumers report a stronger connection when

they interact with companies on the social

web56%

Risks are Increasing of Not Providing Expected Customer Experience

92%73%of consumers form an

opinion about a company’s image

through their interaction with the

Contact Center

of Millennials [Gen X and Y] will

leave after one bad experience

Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys

85% will tell others about their poor experiences

Fact: Customer Satisfaction Risks are Increasing

Lost Data and Lost Context Equals Poor Customer Satisfaction

Fact: Technology Evolution Is A Must for Growth

Approx half of respondents say up to 25% of data is lost with agent transfers

Source: Webtorials Editorial/Analyst Division

Data

-25%-25%

56%

100%

0%

75%

of companies believe they deliver a superior customer experience 80% of their customers agree20% of employees are stressed and say work levels have increased2 in 5 of top performers surveyed in 2006 say they planned to leave their current employer within a year10% of top performers surveyed in 2010 say they plan to leave their current employer within a year25%

Source: Benchmark Research, Convergsys, Customer Focus Inc., Careerbuilder.com Nov 2010, Harvard Business Review May 2010

Technology Enables Labor Efficiency: One Point of First Contact Resolution Improvement

Could Drive $1.6B in Labor Savings

Fact: Technology Is A Driver Of Labor Efficiency

At 65% of total, labor is the bulk of total contact center operating expense

Source: Global Purdue Benchmarking Report for the Telecommunications Industry

HR

Telecom

Computing

Rent/Facilities

Other

$160B

At $5.6B, Contact Center Technology Products Are ~2.2% of Total Spend

believesthere is a better way

Experience Management

CC Customer Service Video

UNIQUE & DIFFERENTIATING

CUSTOMER

EMPLOYEES

SUPPLIERS

PARTNERS

PROCESSES

INFORMATION

Experience Management

Agent

Optimizing for Experience Management

Experience Management Defines a New Model for Customer Engagement Where the

Customer and Their Context Is at the Center

SPEED EXPERIENCE

Transactions Optimized for

Consumer

Sessions Optimized for

Evolution to CONTEXT based Enterprise Wide Experience Management

Value of any interaction is defined by its context

Standalone Voice basedCall Centers

Distributed Multichannel Contact Centers

CONTEXT based Experience Management

Avaya Contact Center Strategy Experience Management

Management of end to end experiences for customers,

employees, partners, suppliers

Orchestrating assisted or automated multimedia

contextual collaboration sessions

Differentiation based on real time context in every session

End to End Experience Management

Immerse theAgent in the Experience

Manage,Learn, Apply

Bring FullContext to

Every Session

Orchestratethe Experience

Avaya Differentiation

Are You Experiencing Low First Contact Resolution?

Are You Matching The Customers To The Right Resource?

AvayaCompetitors

ContactRouting

WorkAssignment

Contact Routing to Work Assignment Co

mpe

titor

sAv

aya

ACD

Skills Routing

Business Advocate

Work Assignment

ANI

DNIS

Other Skills

Language

ANI

DNIS

Match to CC KPI

Other Skills

Language

ANI

DNIS

Expert Presence

Customer Intent

Customer History

Match to CC KPI

Other Skills

Language

ANI

DNISUnique model sets Avaya as innovator in the space

Incremental steps not enough anymore

Avaya DifferentiationAre You Limited by Scale?

Are You Having Trouble Getting a 360° View of Your Customers?

AvayaCompetitors

Isolated Interactions

Collaboration Sessions Model (Anchor Media)

Poor Customer Satisfaction

CustomerRouted to Agent

CustomerRouted to Agent

Traditional Routing Model

CustomerData

CustomerData

CustomerData

Self-Service

CTI

CTI

?

End Customer

Recording

Host Data Exchange

Customer Specific Data Reporting Insights

Expert Assist

Persistent Interaction

Context

SIP Collaboration Session

Intra-Session Context

End to End Customer Experience

Avaya DifferentiationAre You Integrating Business Process for Service Delivery?

Are the Processes Communications Enabled?

AvayaCompetitors

Disjointed Enterprise Processes

Integrating Customer Care into Enterprise

Processes

Experience Management Integrating Customer Care into Enterprise Processes

IntelligentAutomation

CollaborativeEngagement

ProductiveInteraction

Unified Service CreationAvaya Dialog Designer

Avaya Aura contact center Web ServicesAvaya ACE

Users

Interaction Is Intelligent, Adaptable & Personalized

Communications

Infrastructure Protected, Leveraged into New Value

Applications

Agility, Enhanced Customer Service

30

Avaya DifferentiationAre You Delivering Enterprise Wide, Cradle to

Grave Consistent Service?

Can You Provide Preemptive Customer Service?

AvayaCompetitors

React instead of Prevent

Orchestrate the Experience

Experience ManagementOrchestrate The Experience (React vs. Prevent)

OutboundVoice

Text

E Mail

Customer

Customer Customer

Customer

Customer

InboundCustomer

Customer

Customer

CustomerCustomer

Customer

Voice

Voice

Voice

Voice Portal

Proactive Outreach

SIP

Self Service

Live Agent(as needed)

Welcome Aboard

Payment Reminder

Product Promotion

SubscriptionRenewals

ProductSupport

Corporate Directory

Ordering and Payments

Applications

Callback

Proactively Managing Multimedia Inbound and Outbound for both Automated and Assisted Care

Avaya DifferentiationDo you know what people are saying about you?

Can You automatically process social media?

AvayaCompetitors

IsolatedIntegrated

Social Experience

Social Media Processing Automating Social Media

Avaya Social Media

Manager

StandardMedia

SocialMedia

Generic

Contact Routing

Managed Agents & Experts

Scan and process events from social media using existing Avaya Contact Center infrastructure

Contact CenterInbound Contact

Blogs

Different Types of Social Media

SocialMedia

Social Networks

Microblogs Forums

Media Sharing

Video Streaming

Virtual Worlds

Multi-Player Games

60% of consumers say they interact with companies on the

social web

3 out of 4 consumers use

social technology

93% of consumers believe a company

should have a presence in

social media

Cone Business in Social Media, 2009 Forrester, The Growth of Social Technology Adoption, 2009

Cone Business in Social Media, 2009

Consumers are interacting on social media…Companies need to be listening!

Social Media Conversations

Avaya Customer Connections Social Media Manager

I supported CJ’s Charity Walk Weekhttp://www.charity.org #CJ

CJet airlines swings to $161M loss in third quarter –bizjournals.comhttp://bit.ly/2OUCRV

CJet voters, don't let a golden opportunity pass us by CJet County Independent Dear reader,are you one who.. http://bit.ly/3qWX2

If CJet could just play nice & bump me to a later flight this would just uncomplicate things.

No joy on 2 CJet flights. Back through security again to mothership

Out of 70,000 relevant items,1,400 actionable items remain

30,000 SPAM items &irrelevant items removed

100,000 Total Items

Thousands of items are retrieved based on search results

30% identified as SPAM or irrelevant;

70% identified as relevant

Of that 70%, 2% are actionable and are routed to agent

CC Building the Path Video

Customer Service Challenge: Customers Need Better Access to Service Reps

CHALLENGES

Long waits in queue and high call abandonment rate

Inbound contact method limited to phone

Agent costs increase quickly as call volumes rise

Agents handling routine transactional interactions

BUSINESS VALUE

Potential to reduce costs through multi-channel; Chat, email and self-help are 50%, 30%, and 10% respectively that of voice

Lower costs by 25% while increasing customer interactions by 20% Reduce agent headcount by 30% while exceeding performance goals Reduce abandoned call rate from 28% to 11% with enhanced self-service

CHALLENGES

Long call handle times

Too many transfers before right resource is contacted

Low first contact resolution rate

Impersonal and unintelligent interactions with customers

BUSINESS VALUE

Every 1% increase in first call resolution rate increases CSAT by 0.64% Poor FCR equals minimum of 30% of operating cost, due to repeat calls and time finding right person Caller satisfaction 35 - 45% lower when second call made for same issue One point of FCR improvement could drive $1.6B in labor savings

Customer Service Challenge: Improve Customer Experience with FCR

CHALLENGES

Supervisors have limited view of agent performance

Lack of understanding of key focus areas for agent training

Low CSAT from inconsistent experience

Multiple points of administration

BUSINESS VALUE

Improve supervisor productivity by up to 30-50% with automated QM Increase customer service ratings an average of 28% “Completely satisfied” customers are 6 times more likely to become repeat buys

than just “Satisfied” customers

Customer Service Challenge: Lack of Tools to Understand / Improve CC Performance

CHALLENGES Inadequate tools to facilitate home-based

agents Lack of training and coaching Late night shifts, inflexible shift scheduling Repetitive requests for basic information

from customers

BUSINESS VALUE Estimated $5K-$15K per agent hire / training, & 20-100% annual agent turnover

Reduce agent attrition by up to 20%

Save 20% in workforce time by scheduling agents more effectively

Customer Service Challenge: High Agent Turnover Due to Low Job Sat

CHALLENGES Increased inbound call volumes Limited outbound proactive customer

engagement Agents lack access to required information Too many ‘follow-up’ or reminder calls Limited opportunities to up-sell and collect

revenues

BUSINESS VALUE

Improve collections revenue up to 10%

Reduce staff levels and improve productivity by up to 27%

Reduce time spent planning outbound collections campaigns by 90%

Customer Service Challenge: Optimize Service and Maximize Revenue Potential

Agenda

Business Trends>

Emerging Technologies and Applications>

Avaya Professional Services>

Migration and Evolution >

Avaya Aura Contact Center Suite>

The Path to End to End Experience Management

Avaya Aura Contact Center Suite

IVR Web Chat Email

AutomatedExperience

Management

Agent Environment

Performance Management

Reporting Analytics WFO

Chat Email

MMS

MMS

SMS

SMSVideo

XML

XMLVoice

Assisted Experience Management

Performance Center: Enables businesses to enhance customer experience, improve customer retention and drive down costsWorkforce Optimization: Complete WFO suite tightly integrated into overall performance managementWork Assignment Engine: Assigns the right work to the right resource at the right time to meet specific business objectives.

Avaya AuraTM: Evolutionary path for every customer. Driving productivity and accelerating business across the enterprise

Customer Experience Portal: Increases self service effectiveness through right channel communication. Enables differentiation to grow profitability and brand.

Media Application Server: IT centric architecture, advanced application features and broad ecosystem support. Carrier grade reliability, scale, quality of service

or CS1000

Avaya Aura Contact Center Avaya Contact Center Control Manager

Avaya Social Media ManagerAvaya Aura Call Center Elite

Avaya Interaction Center

IVR Web Chat Email

AutomatedExperience

Management

Agent EnvironmentAgent Environment

Performance ManagementReporting Analytics WFO

or CS1000

Chat EmailMMSSMSVideo

XML

WebVoice

Assisted Experience Management

SM

Social

Avaya Aura Call Center Elite 6.0

FEATURE LIMITS

  Current New

Administered Agents 20K 30K

Concurrent Agents 7K 10K

Agents in Single Skill 7K 10K

Skills / Hunt groups 2K 8K

Skills per Agent 60 120

VDNs 20K 30K

Vectors of 99 Steps 2K 8K

Policy Routing Tables 2K 8K

PRT Routing Points 6K 24K

Vector Routing Tables 100 999

Holiday Tables 99 999

Service Hour Tables 99 999

Why does it Matter? Achieve economy of scale requiring fewer agents Reduces hardware cost Consolidates administration

What is It? Contact management solution that empowers agents to

deliver competitive customer service, helps to lower operating costs, increase agent efficiency and effectiveness, and helps make the most of every customer interaction.

What’s New? Business Advocate becomes an entitlement

Works to automatically meet service levels across the business

Eliminates chaos when dealing with the unexpected

New workflow commands streamline administration and maximize efficiency

Increased scale for agents, skills, vectors, etc. Available NOW

Avaya Aura™ Contact Center

Provides an orchestrated customer experience across all touch points and ensures customer satisfaction

Improve Customer Experience

Increase customer options and satisfaction with easy access to real-time and historical information

Ensure incoming customer interactions are appropriately matched to the right contact center and enterprise resources to ensure resolution

Increase Flexibility

Anticipate customer needs by leveraging their location, presence, social attributes, communication mode and historical data

Ease the integration with social networks to provide options for business managers to nurture, build, and promote brand image with customers

Customer experience with persistent and seamless real-time transfer of customer context and data to the best suited mode (voice, email, chat, SMS)

Leverage information about a user and their environment to improve the quality of an interaction

Context

Presence

Open

Flexible

Multi-media

© 2010 Avaya Inc. All rights reserved.

Avaya Aura Contact Center 6.1

50

What’s New? AACC becomes a Multimedia adjunct to Call Center Elite

Voice calls routed in Elite, multimedia in AACC Agents on voice or multimedia Integrated administration through Avaya Contact Center Control

Manager CMS/IQ for voice reporting and AACC for multimedia reporting

Embedded soft-phone on the Agent desktop (CM Only) Integration with:

WFO with SIP Call Recording Avaya Voice Portal as front end IVR Integration with Salesforce.com

What is It? Context-sensitive, inbound/outbound voice and

multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions

Why does it Matter? Scalable solution addressing end to end experience

management for midsize and large companies

Available NOW

Avaya AuraCall Center Elite 6.0

Avaya AuraComm. Manager

Avaya AuraContact Center 6.1

Multimedia: Avaya Aura Agent Desktop

Unified Administration

Avaya Voice Portal

Avaya AuraSession Manager(Optional)

Voice

Multimedia

Voice:One-X Agent

ICR

© 2010 Avaya Inc. All rights reserved.

51

Avaya Social Media Manager

StandardMedia

Web

SocialNetworks

* Early Adopter Program for the Social Media Manager

What is It? Solution that automates and integrates social media

mentions into their contact center that are relevant / require action.

Why does it Matter? Scalable solution addressing end to end experience

management for midsize and large companies– allowing them to react to changing demographics, new economic realities and new modes of communication

How does it Work? Automates discovery, processing, and

management of relevant customer posts Builds user context through CRM, Social Media,

and other data integration Provides context based processing of customer

service request Uses existing Avaya Contact Center resources Provides easy access to self-service and

customer-to-customer “social service”

Avaya Social Media Manager*

Contact Routing

Managed Agents & Experts

Contact CenterInbound Contact

Available NOW

© 2010 Avaya Inc. All rights reserved.

Avaya Contact Center Control Manager

Why does it Matter? • Common administration across the Avaya contact

center portfolio is competitive advantage

Visual Call Flow DesignerWhat is It? Avaya Contact Center Control Manager provides

centralized operational administration exclusively for Avaya Contact Center Applications

How does it Work? Lower Costs: Operated by non-technical personnel,

freeing IT resources to focus on higher value add IT issues than basic administration of existing systems

Improved Operational Effectiveness and Customer Satisfaction: shifts administration responsibilities from IT to business managers who are closer to business process requirements

Available NOW

Chat EmailMMSSMSVideo

XML

WebVoice

Assisted Experience Management

IVR Web Chat Email

AutomatedExperience

Management

Avaya Aura WFOAvaya IQ

CMS

Agent EnvironmentAgent Environment

or CS1000

Performance ManagementReporting Analytics WFO

© 2010 Avaya Inc. All rights reserved.

Avaya Aura Workforce Optimization 10.1

How does it Work? • CR & QM delivers quantifiable agent performance

data through audio & screen recording• Workforce Management automates agent

scheduling by forecasting staffing • Performance Management: scorecards agents,

supervisors, executives, with extensive set of KPI's.• New in WFO 10.1 (Feb):

–Merge of the Nortel and Avaya recording software streams

–SIP recording with AACC 6.0 / 6.1 and screen recording–Performance Management Coaching (Avaya-branded)

What is It? A suite for recording, analyzing and optimizing

customer interactions in the Contact Center

Why does it Matter? Provides information businesses need to make

informed decisions about agents, processes, and quality of service, improving customer satisfaction and retention

Available NOWNote: End of March ’11 for CS1K customers

© 2010 Avaya Inc. All rights reserved.

Avaya Call Management System 16.2

What’s new?It enhances Control and Flexibility• Guardrails: Systematic throttling of reports that exceed

recommended limits, notification/ identification/termination tools; Safeguard against rogue reports

• System Backup Improvements: More choices for LAN backups, Reduced hardware footprint, Faster, more secure backups

• Support New Technologies: CMS Supervisor on 64-bit Windows 7, Thin-client via Citrix on Windows 2008 Server, Lower cost, higher capacity CMS servers

55

What is It? Reporting and administration application for all sizes of

companies using Call Center Elite

Why does it Matter? Provides information and management tools customers

need to monitor and analyze performance of their contact center operations

Available NOW

© 2010 Avaya Inc. All rights reserved.

Avaya IQ 5.1

What’s new?• Increased scale and performance

–Real-time report refresh of 3-5 seconds–900 report users

• Support for new product releases–Intelligent Call Routing, Call Center 6.0, Duplicated

Processor Ethernet connectivity and Multiple Proactive Contact systems on a single CM

• CMS parity features –High Availability for fault tolerance–Call Profile reports - required service levels and reduce

abandon rates–Turn-key option for all sizes

56

What is It? Unified reporting and analytics solution for real time

and historic data

Why does it Matter? Monitors, analyzes, and reports on contact center and

translates this into vital information that can be effectively used to make decisions to meet business objectives.

Available NOW

Chat EmailMMSSMSVideo

XML

WebVoice

Assisted Experience Management

SM

Social

Avaya Voice PortalAvaya Call Back Assist

Proactive Outreach Manager

Agent EnvironmentAgent Environment

Performance ManagementReporting Analytics WFO

or CS1000

IVR Web Chat Email

AutomatedExperience

Management

© 2010 Avaya Inc. All rights reserved.

Avaya Voice Portal 5.1

58

How does it Work? Execute automated outbound campaigns in Proactive

Outreach Manager on same infrastructure used for inbound self service

Integrates with Avaya Aura, Avaya Aura Contact Center, Interaction Center, Proactive Contact, IQ

Runs open standards based applications leveraging SIP, CCXML, VXML, Web Services

Supported by one of the largest development ecosystems in the industry

What is It? Web services based platform for multi-channel inbound and

outbound self service applications

Why does it Matter? Automated customer care applications improve customer

satisfaction, increase revenue, reduce service cost and lower TCO.

Speech E Mail Text

Inbound/Outbound Automated Customer Care

Video

Customer

AvayaVoicePortal

Available NOW

© 2010 Avaya Inc. All rights reserved.

Avaya Callback Assist 3.2

How does it Work? • Announces estimated wait time and presents callers

option for a callback during peak call volume• Completely integrated with Avaya’s Contact Center

Platforms• Leverages CMS, IQ or OA reporting to make operation

decisions• Supports both CTI and SIP environments

59

What is It? Application that allows customers to be called back

(immediately or at a requested time) by a customer service representative without losing their place inqueue

Why does it Matter? It levels traffic without additional agents while

lowering wait times and related toll charges, and improving the customer experience

Available NOW

© 2010 Avaya Inc. All rights reserved.

Proactive Outreach Manager 2.0

What’s new?• High capacity platform supports thousands of

concurrent campaigns

• Industry leading call detection algorithms including Do-not-call list and opt-in/out support

• Contact center integration ensures customer context and call delivered to agent

• Unified administration to further lower costs and simplify execution

• Multi-tenancy to provide maximum flexibility60

What is It? Unified platform for the design and management of automated outbound voice, email, and text campaigns

Why does it Matter? Reduce labor costs, reduce / shape inbound call traffic, increase revenues and margins and anticipate customer needs

SIP

Proactive Outreach

Available NOW

Agenda

Business Trends>

Emerging Technologies and Applications>

Avaya Professional Services>

Migration and Evolution >

Avaya Aura Contact Center Suite>

Emerging Products and Technologies

Value Added Solutions to Enhance the Customer Experience

Innovation

“An important distinction is normally made between invention and innovation. Invention is the first occurrence of an idea for a new product or process while innovation is the first attempt to carry it out into practice.”

Jan FagerbergUniversity of Oslo

Jan Fagerberg, 2004

Improve Customer Experience Customers are continuously adopting new

technologies and expect to be engaged via web, video, mobile, and social networking

Avaya Customer Connections Video and Web will help build deeper relationships and improve trust with online experts and face-to-face video consultations

Use Customer Connections Mobile to enhance customer experience by eliminating hold times and allowing self service features

Mobile applications are available to check balance, get load status, ask questions and speak to an agent

Offer an array of multimedia interactive technologies to help meet customer expectations

Customer Connections Video, Web, & Mobile

Increase agent efficiency and first call resolution using rich context

Leverage existing investments self service applications

Enhance customer experience by eliminating hold times and allowing self service through mobile device

Customer usessmartphone application

Interested in refinancingmortgage

Types a question about mortgage rates

Decides to speak to anagent

Request Callback

Provide a richer customer experience on their touch point of choice

AV Financial Services, Inc.AV Financial Services, Inc.AV Financial Services, Inc.AV Financial Services, Inc.

Call Me Now

Call Me Later

Next agent available in 2 minutes

Customer Service Agent

Call Me Later

Customer Connections Mobile

Across the counter service in action

Attract & Retain Customers Proactively engage customers online with

branding and advertising with latest promotions

Improve customer participation and satisfaction with interactive sessions

Build the “Virtual Bank of the Future”Reduce Costs Reduce the need for face-to-face meetings

and other travel expenses web.alive virtual environments

Improve Efficiency Provide trainings quickly and immediately Expand trainings to wider audience (not

geographically limited by travel)

web.alive – Build the Virtual BankInnovative immersive experience for building

trusted online relationships

Proactively engage online

customers

Agenda

Business Trends>

Emerging Technologies and Applications >

Avaya Professional Services>

Migration and Evolution >

Avaya Aura Contact Center Suite>

Contact Center Upgrade and Evolution

Path

Upgrade & Evolve

BUILD OUT A Path for Every Customer

Leverages and extend existing investment into Avaya Aura Contact Center

Preserves feature capabilities

Transition over time

70

Classic Avaya

software upgrade

BENEFIT AVAYA CC SOLUTION

CALL CENTER ELITE <6

IMPROVE FIRST CONTACTRESOLUTIONThrough intelligent routing

INVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activation

Call Center Elite 6.0 With Business Advocate

AACC 6.1 for Multimedia

IMPROVE AGENT PRODUCTIVITYThrough workforce mgmt, call recording, speech analytics, agent scorecards

WFO 10.1

IR/VP ORCHESTRATE THE EXPERIENCEThrough a common automated platform and proactive interactions

VP 5.1 and POM 2.0

product add

CALL CENTER ELITE R3 +

Interaction Center 7.3IC < 7EXTEND THE EXPERIENCE and INVESTMENT PROTECTIONThrough multimedia activation

CALL CENTER ELITE

IMPROVE FIRST CONTACT RESOLUTIONThrough intelligent workflow, integration

CALL CENTER EXPRESS AACC 6.1

Classic Avaya

software upgrade

BENEFIT AVAYA CC SOLUTION

IP AgentIMPROVED AGENT PRODUCTIVITY AND RETENTION Single agent desktop, collaboration and any where agents

Proactive Contact 5.0

product add

ProactiveContact

Avaya one-X Agent

CMS < 16 CMS 16.2

IQ 5.1CMS IMPROVED BUSINESSINTELLIGENCEThrough unified cradle to grave reporting

IMPROVED BUSINESSINTELLIGENCEThrough unified reporting

IMPROVED TRANSACTION PRODUCTIVITYThrough unified proactive campaign and predictive dialing capabilities

All of the above

LOWER COSTSThrough single point of administration

Contact Center Control Manager

HERITAGE NES

software upgrade

BENEFITS AVAYA CC SOLUTION

SCCS/CC6,7 IMPROVE FIRST CONTACTRESOLUTIONThrough intelligent routing

WFO 10.1

product add

AACC 6.1

INVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activation

AACC 6.1 with MultimediaSCCS/CC6,7

CRQMINVESTMENT PROTECTIONThrough workforce mgmt, call recording, speech analytics, agent scorecards

INVESTMENT PROTECTION and EXTEND THE EXPERIENCEThrough multimedia activation

AACC 6.1 with MultimediaSECC/CCE7

HERITAGE NES

software upgrade

BENEFITS AVAYA CC SOLUTION

product add

AAEP 6.0ICPINVESTMENT PROTECTION and EXTEND THE EXPERIENCEAdd Proactive Outreach Manager, Speech Recognition, etc

AAEP 6.0MPS 500INVESTMENT PROTECTION and EXTEND THE EXPERIENCEAdd Proactive Outreach Manager, Speech Recognition, etc

Key Capability Roadmap

PerformanceManagement

AssistedExperience

Management

AutomatedExperience

Management

Unified Management

Experience Orchestration

Workforce Optimization & Workforce Management

Enterprise Work Assignment

Outbound Automation

SIP Scalability

Multimedia, Collaboration Sessions

Unified Reporting/Analytics

Common Automated Experience Platform

Today Nov 2010 May 2011 May 2012Nov 2011

Agenda

Business Trends>

Emerging Technologies and Applications >

Avaya Professional Services>

Migration and Evolution >

Avaya Aura Contact Center Suite>

Services

Avaya Global Services

Execute over 2,000 projects per month globally

Industry experience spanning financial services, retail/hospitality, healthcare, and public sector

Leader in Contact Center1 and Unified Communications2 and, and leading-edge Data vendor

Extensive horizontal and vertical experience

Global network of >4,000 certified partners

Specialists in 34 countries doing business in 77 countries

Flexible resourcing model deploys right experts regardless of geography

Central knowledge base and consistent methodologies and tools

1Gartner, Inc; 2Dell’Oro Group; stats for calendar 2008

1,300 experts with average 15-20 years of experience

Over 1,000 industry certifications, including ACA and PMI

Range of strategic, technical, and management skills

Multi-vendor technology integrations

Deep expertise across communications network

Comprehensive Avaya Professional Service

Discovery

Business Leaders

Operational Leaders

Technical Leaders

Requirements

Operational

Business

Technical

Multivendor

Design

Call Flow / Routing

Self-Service & Assisted Service

CTI and CRM Integration

Detailed Technical Specification

Implementation

Call Center

Self-Service

Reporting/Analytics

Agent Performance

Proactive Contact

Assurance

End-To-End Assurance

Provider Testing

Capacity Benchmarking

Multivendor and Go-Live Testing

Optimization

Best practices

Benchmarking

Contact and VP Analysis

Advisory ServicesGlobal

Practices &Capabilities

New and Enhanced

Capabilities

Audits &Best Practices

Program and Project Management

Contact Center Benchmarking Service

Service Includes Basic Enhanced

Benchmark Top 20 KPIs

Detailed Comparison Charts

Industry Peer Group Ranking

Performance Gap Summary

Gap Analysis

Balanced Scorecard

Comprehensive Benchmarking Report

Recommendations for Improvement

Consultative Review of Results

Onsite Interviews and Data Collection

Detailed Recommendations and Action Plan

Benchmarking Best Practices Workshops (3)

Advisory Services

Contact Center Benchmarking

Improve performance by identifying, understanding, and adapting outstanding practices and processes found inside and outside the organization

• Benchmark performance vs. industry peers • Identify strengths and weaknesses in the call

center • Diagnose and understand the underlying drivers

of performance gaps • Prescribe actions to improve performance • Establish performance goals for both individuals

and the call center overall

Summary

Demographics and changing interactions are transformingcustomer service

Experience Management is the differentiator

Our vision is focused and our portfolio is ready

Driving Increased Business Value

Improve Agent Efficiencies Accelerate Business Integration/Results

Enhance Customer Experience

• Understand and embrace customer demographics

• Leverage analytics

• Maximize multi-media

• Utilize customer surveys

• Leverage collaboration

• Understand and leverage agent demographics

• Optimize the desktop

• Leverage social media/multi-media

• Deploy collaboration and context applications

• Develop a communications roadmap

• Virtualize the enterprise

• Deploy a best-in-class contact center scorecard

• Ensure user adoption and smooth roll-out

Become a Best-in-Class Contact Center

CC Engines Video

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