Intro IPO - End User

Enabling the Benefits of ConvergenceEric Rondilla

SieNet Communications Services

©2009. All rights reserved. 2

Today’s Discussion

SME Market Environment

Introducing Avaya IP Office

IP Office at Work


SME Market Environment


How do I increase How do I increase customer loyalty?customer loyalty?How do I drive How do I drive

revenue growth?revenue growth?

How can I increase How can I increase employee employee productivity?productivity?

How can I improve How can I improve my business my business infrastructure?infrastructure?

How secure is How secure is my business?my business?

How can I be more How can I be more interactive with interactive with customers and partners?customers and partners?

How can I provide How can I provide 24/7 hour service 24/7 hour service without 24/7 staff?without 24/7 staff?

SME Issues and Concerns

Introducing IP Office


IP Office: Extensive Applications

VoiceMail Pro

Manager

Queue Manager

Conferencing

System Status

Compact Contact

Center

Unified Messaging

SoftConsole

Phone Manager


Telephone Versatility for the User

For full IP telephony or to provide a simple solution for remote offices

Make calls from your PC, manage calls, track missed calls

and lost calls

For when you just want to make telephone calls

For employees who need a versatile handset with

features such as hold, transfer, conferencing

and speed dials.

PC Soft phones

Digital Telephones

Standard Analogue Telephones

Add specialist open standard

SIP endpoints to IP Office

SIP Phones

one-X Telephones


IP Office at Work


Host ConferencesEliminate conference call costsand speed your decision-making.Schedule, initiate or participatein secure audio conference callsanytime. Launch outbound callsto bring the right people togetherinstantly..

Integrate applicationsEnable incoming calls to displaycompany name, location, purchasinghistory or other vital details;impress customers; sell morestrategically; and speed efficiency.

What IP Office Can Do

Improve customersatisfactionMaximize customer satisfaction asmore calls are handled promptly.Redistribute inbound calls from yourbusy locations toward idle locations.

Connect all sitesSave, streamline, and sparkcollaboration. Integratebusiness communications tosave money on long distancecharges. Link remote officesas if they were one.

Protect your investmentGain more than just communications products and services. Implement a system that delivers immediate results to your business, and is set to grow and change along with it.

Work from anywhereEnable instant one-numberaccess regardless of your location. Route incoming office calls to your mobile telephone, and even listento your e-mails.

Look more professionalImpress customers and empower staff with state-of-the-art telephones. Sleek, functional telephones designed for the business professional.

Measure customer supportPowerful reporting package illustrates how you are serving yourcustomers. See how much time you spend on each call, and how many calls you may be missing.


Delivers Real-Time Responsiveness

to Employees & Customers, Wherever They Are

Missed calls, phone tag, voice mail

Slow decision-making, frustrated customers

Missed transactions, lost revenue

• Employees receive all calls at their desktop and mobile phone simultaneously

• Easier for customers to reach key employees with just one number to call

• Customer satisfaction & loyalty increases

• Deals close faster to improve win rate

Out of the Office Doesn’t Have to Mean Out of Touch


Caller

Office Phone

Keep employees in touch even when they’re away from their deskOffers ONE number approach for easy contact anywhere, anytimeReduce costs by leveraging your existing mobile infrastructure

Benefits

Mobile Twinning alerts user while out-of-office

Mobile TwinningReduce risk of missed calls & lost revenue

When your desk phone rings, so does your mobile phone

Transfer from mobile to office phone and not drop the call

Reduce mobile phone charges and leverage IP Office features

Single place to pick up all voice messages


Helps Ensure Non-Stop ProductivityEven When Employees Can’t Get Into The Office

Severe weather, storms

Everyday life (minor illnesses & emergencies)

Feeling pressure toreturn to work

Anything Can Happen Be Prepared When It Does

• Employees communicate when they can’t get into the office, increasing productivity

• Home or mobile phone, PC & Internet connection is all that’s needed

• Improves customer service and employee morale

• Reduces stress, positive impact on environment


Phone Manager ProBe prepared for the unexpected

Intuitive PC user interface provides full call control from any phone on site or remotely:

– Make and receive calls

– Transfer, forward, hold

– Conference calls

– Speed dialing

– Call history

– Presence


Phone Manager ProInformation at Your Fingertips

Multiple speed-dial/BLF icons

Screen-pop of contact management applications (e.g., Microsoft™ Outlook)

VoiceMail Pro message control

Queue monitoring of 2 groups

Simple Incoming call scripting(useful for informal call centres)

Time on call

19 languages on individual user basis

Personal directory

Distinctive ringing (via WAV file)

Dialing from contact records

Simple creation of contact records(add to Personal Directory, Microsoft Outlook)

Compact Mode

Separated tabs for In, Out and Missed calls

Increased Speed-dial / BLF capacity


Enables Full-Time Teleworkso Employees Communicate Like They’re in the Office

Home calling expensesare rising

Expanding workforcemeans larger office space

Qualified labor pool islimited in local area

Think Outside the Cubicle

• Flexibility to employ the most qualified workers wherever they are located

• Avoid office moves / expansions and save

• Boost loyalty and morale with a flexible, productive work environment

• Keeps home calling expenses in check


Provides home workers with same functionality as workers in the office

Save on residential calling costs; reduce/eliminate reimbursements

Monitor and track calls and productivity of remote workers

No remote VPN device required

Expands full-time & seasonal labor pool to virtually any geographic location

VPN Phones for Home WorkersImprove communications, cut costs

Avaya IP Phone with VPN Software at remote location


Deliver Customer Delight by focusing on customer services

Business is in a very competitive segment

Commoditized Offering

High customer expectations

• Differentiate yourself from the competition by offering a superior customer experience

• Prioritize high-value customers to build long-term loyalty

• Understand your customers’ profile, buying preferences, support requests so you can better anticipate their needs

Winning and Retaining Customers

by Focusing on the User Experience


Compact Contact CenterDifferentiating the Customer Experience

Enable options for self-service as well as assisted support through efficient routing of calls

Prioritize VIP customers by minimizing waiting times on call queues and providing individualized service

Monitor quality of calls using real-time reports and management by exception

Integration to CRM to ensure agents’ always have customers’ data on-hand


Management ToolsAdvanced Call Distribution Management by Exception Real-Time Agent Management

Wallboard Management Queue Management Real-Time Tracking & Analysis

Standard Report Templates Real-Time System Management Campaign Manager IVRQueue Management & Recording

PC Wallboards


VoiceMail Pro

New York Office

Sales Director

Purchasing Manager

London OfficeIP Office Conferencing

Self-serve meet-me conference empowers employees to setup conferences as and when required

Full-featured service with a host of controls allow efficient utilization of time

Ability to push presentations to participants’ desktop and encourage collaboration through web discussions

Supports up to a maximum of 64 parties per conference, or flexible permutations

Supplier

ISDNT1 / E1 / IP

Mobile Worker

Home Worker


Why Avaya in SME


Avaya, a Global Leaderin Business Communications Applications 100+ years of experience and innovation in our DNA from AT&T to

Lucent Technologies

Owned by Private equity – Silver Lake & TPG Capital

17,000 employees in 54 countries

Five consecutive years of revenue growth and Profitability

4,000+ Developer Connection Partners & Global Alliance Partners

1 million+ customers -- 90% of FORTUNE 500®

3,800+ Avaya Labs patents or patent applicationsSolutions

Partners Services

AvayaCustomer

Value

…customer path, pace and choice


IP Office – Driving Intelligent Communications in SMEFlagship IP Product for Small and Medium Size Enterprises Worldwide

IP Office launched 2002

Deployed in 69 countries

Feb 2007: New IP500 platform and software release 4.0 launched

Dec 2007: Release 4.1 launch

Aug 2008: Release 4.2 launch

Fiscal Year

Over 150,000 Systems Installed!Over 4 Million Users Worldwide!

Shipped so far


Award-Winning Avaya IP Office

Best In Test,Best In Test,April 2004April 2004

Ranked Avaya’s SMB IP-PBX #1 overall

February 2004

Presented Avaya with 2003

Market Leadership Award for Total Asia Pacific iCRM

January 2004

"CRM Excellence" Award

2004

2006

2006

2007

2004

Best BuyJanuary 2009

2008


IP Office Key Strengths

Specifically designed for the SME market–Not an Enterprise Product ‘squeezed’ into SME

Scalable & Modular–Purchase only what you need today–Easily Expandable to Grow with your business

Converged Platform–Supports Multiple types of end points –Analogue, Digital, IP, –IPO Applications support all types of endpoints

Mobility Options–VPN Hardphones, Telecommuter, Hot-Desking–Mobile Twinning (one-X and Mobile Call Control)

Future Proofed Investment–no need for a forklift upgrade–Avaya’s has an ongoing commitment to feature enhancements on IP Office

Intro IPO - End User

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