Martin Lococo Service Sales Leader – Canada/North Central INNUA 2008

1. Winning with Nortel Global Services Martin LococoService Sales Leader – Canada/North CentralINNUA 2008

2. Contents • Nortel Global Services at a Glance • Portfolio Overview • Service Product Groups • Network Implementation Services • Network Support Services • Network Managed Services • Network Application Services • Nortel Express Services • Why Nortel Global Services • Customer Stories

3. Nortel Global Services at a Glance 3

4. Global Presence Broad Capabilities • Small, Medium & Large Businesses • Municipal, Regional and Federal Govts. • Service Providers • Cable Operators • Network Operations Centers in NA, EMEA, and AP • 6,000 Service Professionals • Extensive Partner Model • Multi-Vendor Business • Hosted Services Center • 8 Multimedia Network Operations Centers • Unified Communications Collaboration Centers Nortel Global ServicesA 2+billion dollar, high-growth services division Diverse Clients

5. Nortel Global ServicesYour added value partner Wired Applications Carrier Enterprise Wireless Infrastructure • Flexible • Scalable • Multi-vendor • Global • End-to-end • Reliable • Quality • Multi-technology • Industry leading 5

6. Nortel Global ServicesService and Solution Offerings Network Lifecycle Services • Supporting carrier and enterprise customers • Supporting all technologies across wireless, optical, cable and voice, data and converged IP networks Network Technology Solutions • Partnering with industry leaders to provide Unified Communications, Contact Center, Network Management, Multimedia Communications, and Application Services Vertical Industry Solutions • Business Solutions for Healthcare, Hospitality, Government, Finance and Education verticals 6

7. Network Global ServicesService Product Groups Network Implementation Services Network Support Services Minimizing the risk of operating your network with simple, flexible and reliable support plans Ensuring optimal network design, deployment, capacity and performance Network ApplicationServices Network Managed Services Enabling new communication experiences through intelligent applications Providing multi-vendor, multi-technology network management solutions 7

8. Network Implementation Services Address the global deployment and integration of network infrastructure and solutions. NIS delivers total project implementation supporting network planning and deployment, optimization, integration and security requirements through our regional deployment teams around the world. 8

9. Network Implementation Services Delivering total implementation services supporting customer planning, deployment, optimization, integration and project management Providing the preparation and design work to configure, plan, install and integrate a network migration, upgrade or green-field deployment into a new or existing network Design and Deploy Achieve peak network operating performance and maximize the power of your network with Nortel’s 3 phased approach: analyze, assess and optimize Audit and Optimization Enables network operators to quickly integrate new technologies into their back office for improved time to market OSS Services Provides planning, implementation, support and optimization services to enable and enhance the sale of the Multimedia Applications Portfolio, focused on Self-Service and Contact Center solutions Contact Center Services 9

10. Global Services Consulting Portfolio Business Consulting Technology Consulting Operations Consulting Business Consulting Operations Consulting Technology Consulting Helping clients assess and solve tough operation challenges around new or existing business models by implementing process and organizational transformation and increasing operational efficiencies Helping clients solve confidential business problems by developing sound business cases and strategies, business implementation plans and roadmaps for service offerings Helping clients define sound long-term technology strategies to evolve their networks, introduce or expand existing offerings, and adopt new technologies and applications Helping clients solve confidential business problems by developing sound business cases and strategies, business implementation plans and roadmaps for service offerings Helping clients define sound long-term technology strategies to evolve their networks, introduce or expand existing offerings, and adopt new technologies and applications

11. Audit and Optimization ServicesA Phased Approach Network data collection is performed using advanced tools and applications that typically are transparent to customer traffic Phase I includes mapping customer’s network overall goals and short to long term business objectives to the network potential Phase I Phase II Phase III Assess Analysis • Specific areas of the network identified in the Initial phase as potentially impeding network performance analyzed in-depth by Nortel Optimization Engineers to determine root cause of trouble • Includes the use of in-depth tools and applications to analyze networking component performance and bandwidth usage Optimization • In this phase there are two follow-on options available: • Option 1: Nortel engineering team implements recommendations from In-depth Analysis (Phase II) and measure performance improvement • Option 2: Carrier engineers implement recommendations from In-depth Analysis (Phase II) with the assistance of Nortel Optimization Prime Engineer

12. Engineering Services Portfolio Managed Services Evolution • Network Design • System Validation • Migration Planning • Overlay Planning • Replacement Planning • Re-home Planning • Hardware Engineering • Site Engineering • Spectrum Clearing and Testing • Technical Governance Design and Deploy Engineering Portfolio

13. Matching Solution to Customer Need Customer Need Service Implication Service Solution Network Transformation Focus • Needs Assessment • Network Assessment • Operations Assessment • Advisory Services • Architecture, Design, Deploy • Network Security • Knowledge Transfer • VoIP Network Health Check • VoIP Network Readiness • Network Evolution Plan • Network Audit & Assessment • Detailed Network Design • Network Migration Planning • Security Assessment & Audit • Strategic Technology Plan • Network Migration Roadmap • Operations Plan • Implementation Support • Ongoing Service Management • Migrating across voice, data and applications – Network Evolution Plan de-risks the business decision and validates deployment strategy & plans • Converting from TDM to IP – Comprehensive Network Audit & Assessment confirms that our solution can be deployed successfully • Security Assessment & Audit – Enables customers to understand & prioritize security risks and help to justify additional product expenditures beyond a few firewalls • ATS is a strategic services offer – “He who plans it – owns it” Advanced Technology Solutions supports Nortel’s position as the network transformation leader

14. Network Support Services Provide flexible network maintenance services and solutions enabling network operators to achieve maximum value from their network investments by delivering dependable in-service levels and improved network performance. 14

15. Maintenance and Technical SupportPortfolio Overview Technical Support Remote technical assistance and emergency recovery Software Updates Delivering and applying patches and maintenance releases to customer software Delivering & applying software upgrades in accordance with Nortel standard specifications and procedures Software Upgrades • Basic provides software releases that include new feature content, enhancement and/or maintenance releases • Plus includes access to the Nortel Global Call Center for remote technical assistance and emergency recovery Software Release Subscription Providing replacement parts to quickly correct a faulty network element or platform Spares Management For timely replacement of defective field replaceable units (FRU) Hardware Repair 15

16. Managed Onsite with Spares with Spares with Spares with Spares Services Services Services Services 7x24 Pack Pack Pack Pack Managed Managed Managed Managed Spares Spares Spares Spares Services Services Services Services 7x24 7x24 7x24 7x24 Pack Pack Pack Pack (4Hr) (4Hr) (4Hr) (4Hr) (4Hr) 7x24 7x24 7x24 7x24 7x24 Repair Repair Repair Repair (4Hr) (4Hr) (4Hr) (4Hr) (4Hr) Services Services Services Services 7x24 Pack Pack Pack Pack (4Hr) 10 day 10 d 10 d 10 d Technical Technical Technical Technical Support Support Support Support NBD NBD NBD NBD NBD NBD NBD NBD NBD Technical Technical Technical Services Services Services Services 5 d* 5 d* Support Support Support Pack Pack Pack Pack NBD Services Services Services Software Software Software Software Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Pack Pack Pack Services Services Services Services Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Technical Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Support Enterprise Nortel Support Services A portfolio of support packages Key Differentiators • Increased operational efficiencies • Reduced operating & administrative costs • Dependable turnaround times • Quality workmanship and genuine Nortel Networks replacement parts • Moves non-revenue producing assets into revenue producing assets • Extended quality workmanship onto the customer’s site

17. Enterprise Nortel Support Services Technical Support • Features Access to technical assistance • Non-emergency technical assistance(TAS) • 8:00 AM to 5:00 PM customer time • Investigate & resolve conditions • Remote testing and assistance • Troubleshooting selected non-Nortel equipment • TAS initiated on-site assistance • Emergency Recovery (ER/ETAS) • 24 hours a day, 7 days a week • Investigate & resolve conditions • On-site assistance Key Benefits > Experienced engineers available around the clock > Reduced administrative costs > Remote technical Support required due to a natural disaster Network management efficiencies and reduced operating costs

18. Managed Spares Next Business Day or 4 hour response (7X24) Technical Support Key Benefits > Spare hardware expenditure savings > Inventory management capital & expense savings > Eliminates 7x24 resource requirements > Keeps expenditures in revenue producing assets > Focus on core business objectives > Network reliability Enterprise Nortel Support Services Managed Spares Services Pack Features > Spares ownership > 7x24 Call Management > Optional spare service delivery response • Next business day • 4 hour response > Logistics and warehousing > Defective Return Mgmt > Metrics

19. Key Benefits > Reduce costs of hiring, training and retaining skilled resources > Spare hardware expenditure savings > Inventory management capital & expense savings > Eliminates 7x24 resource requirements to support network reliability > Keeps expenditures in revenue producing assets > Network reliability Enterprise Nortel Support Services Managed On-Site with Spares Services Pack Managed On-Site Next Business Day 4 hour response (7X24) Features > Provides Spares On-Site with Trained Technician > Optional spare service delivery response • Next business day • 4 hour response > 7x24 Call Management > Logistics and warehousing > Defective Return Mgmt > Metrics Managed Spares Technical Support

20. Network Managed Services Leverage Nortel Global Services experience in managing multi-vendor, multi-technology networks to reduce your operating expenses while securely managing network complexity, rapid technology change and new service introductions. 20

21. Network Managed Services Subject-Matter Experts (SMEs) augment a customer’s existing operational team. Nortel personnel provide training and perform on-site mentoring or operational functions Assisted Operate Provides centralized, multi-vendor, multi-technology network management for voice, data or converged networks. Services range from network monitoring to a full outsourcing Managed Network Provides mgmt. for your security posture by delivering flexible options to reduce risk and save on costly resources through the expertise and tools in our Security Operations Centers Managed Security Business and communications applications via hosted model Hosted Services • Hosted IVR • Hosted Contact Center • Hosted IP Telephony Designed to ensure customers achieve maximum and optimal network performance for quality, availability, capacity and cost effective asset utilization. Delivers the tools for proactive optimization of network assets. Managed Performance 21

22. What We Do… • Manage & host multi-technology, multi-vendor networks and applications… • Remotely 24x7 via 3 NOCs globally, a hosted solutions center, or onsite via Assisted Operate experts to… • Reduce costs by 15 - 20%, • Increase ROI on legacy networks, • Simplify & accelerate migration to new technologies by 6 months or more

23. Network Managed Services ConsultingService Overview Consulting Services Benefits • Auditing and Network Management Planning • Hosted Solutions Consulting • Managed Network Consulting – (Voice, Data & Converged) • Managed Security Consulting • Quality Management (VOIP, UC) Consulting • Process based Assessment • Help Identify critical pain network management points • Benchmark with Industry best practices • Technology and Business Justification of outsourced managed model • Projected ROI (business case) Taking customers out of the tough spot of decision making via a thoughtful process based consulting approach

24. Assisted Operate Consultation, Knowledge Transfer, Training Overview Providing Benefits • Knowledge transfer and skills development • Technical and network operations consultation • Workshops and hands-on instruction • On-the-job training • Preventative maintenance program development • Accelerate network transformation, or new technology introductions • Increase operating efficiencies • Maximize return on capital expenses • Improve network performance • Reduce operating expenses Accelerate and ease technology change. Increase productivity and operational efficiency. On-site Nortel experts align to specific short-term needs.

25. Managed Network Voice, Data, Converged Overview Providing Benefits • Single point of contact for end-to-end multi-vendor network • Consistent Quality of Service • Reduced risk • Assured network reliability, availability • Guaranteed SLA & Cost Base • Lower operating costs • Network Surveillance • Fault Management • Onsite Technical Support • Patch Management • Helpdesk Support • Preventative Maintenance • Complete Outsource Remote monitoring to complete outsource to best fit your needs. Utility-based commercial model available.

26. Network Application Services Enhancing business processes & consumer services by enabling new communication experiences through intelligent applications 26

27. Network Application ServicesPortfolio Overview Applications Environments Application Services Microsoft LCS/OCS Locator Module, UC Plugin for Internet Explorer • Application Consulting • Application Development • Application Implementation and Integration • Application Delivery and Operations • Application Support and Maintenance ACE / SOA ACE Services Sales Enablement Portfolio (BizSphere) Other 27

28. Nortel Hosted Solutions The Hosted Offer Hosted Solutions Center • IP Telephony • Unified Communications • Automatic Call Distribution (ACD) • Contact Center • IP Trunking • Telephony (PSTN) Services • IVR 2008 Plan of Intent – Forecast Only • Standalone Unified Messaging • Unified Communications Phase II • Fixed Mobile Convergence • Business Continuity / Disaster Recovery • CC Multimedia

29. Flexible and Affordable On Demand Call Routing Services Eliminates the risk of obsolescence and the need for technology refresh Improved Skills Based Routing and Call Resolution Management Enables “Ready to Go” contact center and introduces next generation applications Platform for Seamless Migration of ACD/Contact Center Applications Enhanced Call Center Flexibility & Productivity Produces Extensible Capex Savings Hosted ACD and Contact Center Benefits Hosted ACD Hosted Contact Center • Contact Management • Reporting, CTI • Multimedia, Video, Chat, and PC soft-clients • Disaster Recovery • Moves from Capex to Opex • Disaster Recovery and Business Continuity • Telephony functionality for Business, SOHO, or Residential • Advanced Business features • Multiple Hard & Soft client options • Moves from Capex to Opex Beyond Traditional Call Distribution Enables On Demand Contact Center Services

30. Nortel Global Services The Services-Powered Business Promise • Technology advances have made the business communication environment a key battleground for competitive advantage • Enabling more efficient ways of communication • Boosting performance and productivity • Nortel collaborates with our customers to maximize their technology investments • Weintegrate multi-vendor network components into powerful business solutions • Weoffer completemanagement of these solutions for our customers • The result is the acceleration of the return on customer financial, technology, and human capital investments Nortel Global Services Faster. Better quality. More efficiency. Higher reliability. How can we make your business a Services-Powered Business? 30

31. Nortel Global Services Reinventing the Way Companies Do Business Unified Communications Contact Centers Multimedia Services Managed Services • Services monitoring network devices and applications to proactively solve problems before they affect users. • Services such as Video-conferencing for the 21st Century -- Providing a realistic, immersive experience through life-size, HD video with Surround Sound. • Services ensuring that through the use of contact centers and interactive voice response systems customers have quick access to the resources they need. • Services integrating different media and communications products including modifying workflows, business processes and working within a multi-vendor solution. Higher Quality Interaction Greater Network Reliability Faster Communications More Efficiency 31

32. Nortel Express Services 32

33. Nortel Express Services Available through Nortel Authorized Partners, the Nortel Express Services portfolio includes Implementation, Support and Managed Services, packaged with flexible, simplified options Nortel Express Services Benefits: • Improve performance and efficiency • Reduce total cost of ownership • Ensure service level consistency • Reduce risk • Speed up results • Optimize VoIP quality • Maximize the value of your investment With Nortel Express Services, you can engage in a direct services relationship with Nortel while maintaining your established relationships with your Nortel provider 33

34. Nortel Express Services Portfolio

35. Why Nortel Global Services? 35

36. Network Global ServicesAddressingBusiness pain points Reducing deployment risk Maximizing return on investment How do I understand rapidly evolving technologies encompassing multi-vendor products and applications? How can I efficiently plan and design a network that is “Future-Proof”? Reducing operating costs Maximizing network performance Where do I get a cost effective multi-vendor network management and maintenance solution within budget: “One Stop-Shop”? How can I achieve network performance through optimal network capacity and coverage? 36

37. Nortel Global ServicesThe right people and experience We handle over 20,000 global customer support cases monthly Over 2200 technical support engineers Over 500 field and software engineers/technicians Nortel supplies more than 500,000 parts annually from six global hubs 500 experienced project managers to support network planning, migration and optimization Nortel has more than 2,500 field engineers, software engineers and technicians to deploy networks 3 Network Management Centers support customers globally 24x7 900 Nortel managed services experts globally 20 years managing multi-vendor, multi-technology networks Dedicated Resources to Providing Global Support 37

38. What Nortel Global Services can do for you > Evolve your network to support business growth > Support your network with reliable maintenance solutions for dependable in-service levels > > Manage network operations expenses Optimize your network to maximize the value of your investments > Plan your business roadmap along with your network and application infrastructure Deploy your network with a seamless transition from design to operational readiness > 38

39. SERVICES Made Simple Customer stories 39

40. Business Made Simple with Design, Integration and Maintenance Services  Suddenlink Communications Nortel Global Services The prime integrator and lead architect for a new VoIP network deployment • Network Design Services • Integration Services • Network Maintenance “With Suddenlink’s pending integration of several networks, it is critical that our new VoIP network integrate seamlessly with equipment from multiple vendors. Nortel’s services and expertise, the proven interoperability of its VoIP solution and IMS roadmap, give us the confidence that they can uniquely help our company launch and maintain a new VoIP network.” Suddenlink to provide cable VoIP service using Nortel technology… Terry Cordova, Senior VP Engineering, Suddenlink 40

41. Business Made Simple with Managed Network Operations & Converged Solutions Rolls-Royce, London Customer Need • Quickly and reliably migrate legacy voice network to VoIP • Simplify the network infrastructure • Comprehensive and competitive solution Benefits • Accelerated time-to-revenue for VoIP • Single point-of-contact for integrated, multi-vendor network operations • Quality and reliability in deployment and maintenance of the new VoIP network • Reduced operating costs 41

42. Business Made Simple with Network Implementation and Management Services  Superdome Rebuilding the Dome as one of the most technologically advanced sports facilities in the world • Planning and Design Services • Deployment Services • Network Management Nortel Global Services, in conjunction with Cohesive Connections, provided pre-deployment planning and design of the Superdome network, in addition to building and managing the network. Louisiana Superdome 42

43. Business Made Simple with Managed Hosted Services Bharti Airtel Limited, New Delhi Customer Need • Simplify its business by providing a lower, more predictable cost structure tied to network traffic, service levels and customer growth • Provide call center services for 50 million subscribers to GSM mobile, broadband and fixed-line telephone services • Differentiate itself in India's highly competitive market Benefits • Virtualization of the contact center infrastructure, consolidating multiple, geographically dispersed contact centers with separate telephone numbers to a single phone number, and routing calls to available agents regardless of location. • Innovative “per call” approach to pay for hosted services • Link cost structure to network traffic, service levels and customer growth. 43

44. Business Made Simple for Multi-vendor VoIP Integration and Deployment Cable One • Program Management • OSS Integration • Acceptance Test Plan • Deployment Services Cable One Selects Nortel as Strategic Solutions Provider for Cable VoIP Deployment Rapid deployment of multi-vendor VoIP offering to enable full triple play service offering "We needed a vendor with extensive deployment, integration and operations experience in the cable market as well as a PacketCable -qualified solution that delivers the unparalleled quality and reliability we demand for our customers.” Steve Fox, VP, Digital Services and Technology, Cable One 44

45. Business Made Simple with Multi-vendor Integration  Vidéotron • Project Management • Multi-vendor Integration • Security Assessment • Deployment Services • Technical Support • Emergency Recovery and Repair Services Ensuring a smooth end-to-end network implementation “Nortel Global Services to Speed Service Deployment Through Multi-vendor Integration” The strength and experience of our Global Services gives Vidéotron a powerful ally in expanding cable telephony offer across their service area 45

46. Business Made Simple for Systems Integrationand Maintenance HOT Telecom Our carrier-class VoIP solution and Global Services will help HOT expand its subscriber base, reduce operational costs and drive revenue growth through delivery of cutting-edge services to enhance the customer experience. • Network Engineering • Integration Services • Maintenance Services “Nortel will be the lead systems integrator for this upgrade, which will position HOT Telecom to deliver new revenue-generating services like managed VoIP, instant messaging, and presence awareness to business and residential customers across Israel.” 46

47. Thank You 47

48. Migration Planning Process Network Architecture Migration Strategy Network Design Migration Plan Equipment Engineering • Network Architecture • Overall network solution • Migration Strategy • Methods for transport, data, line and trunk migration from Current Architecture to Target Architecture • Scope & sizing of conversion phases to support assessment of transitional impact on the N/W • Network Design • Per location physical and logical network design • Traffic engineering and network element sizing • Transitional equipment requirements such as transport, trunking, etc. • Migration Planning • Detailed conversion plan for transport, data, trunks, customer lines and features • Trunk & Line Conversion sets that minimize service and feature impacts • C7 Network Migration Plan • Trunk and line grooming and/or jumpering plans • Equipment Engineering • Evaluate Site Specific Conditions (Site Survey) • Complete CI (Customer Information) capture and detailed hardware and S/W engineering • Office records and software tables updates • Engineering and installation documentation package

49. Migration Implementation Process Migration Installation Commissioning Network Integration Migration Prep • Installation • Physical Build – placing, securing and connecting equipment and associated cabling • Commissioning • Provision and configure hardware and software • Power up and test equipment • Network Integration & Acceptance • Integration of equipment nodes, packet core, OAM&P • Connection of the equipment to the rest of the network and other operators • Acceptance Testing of network solution and network connectivity • Preparation for Migration • Subscriber and translations data capture and migration • Line and trunk grooming • Line and trunk double jumpering, patch cord, etc • Migration Implementation • Cutover lines and trunks from the existing switching system to the new equipment • Test and verify trunk connectivity and line dial tone and service