Behind the S cene of an Excellent Customer Experience

1. Behind the Scene of an Excellent Customer Experience Jean-Pierre Renaud

2. Behind the scene of an excellent customer experience

3. Today’s Customer Service and Sales Reality Increasing Economic Pressures Changing Patterns ofCustomer Service Increasing Customer Expectations Increasing Competitive Pressures

4. The Autonomous ConsumerKey Drivers for New Customer Service Reality Uses Social Media Regularly 55% have interacted with a company via social media used their smartphone to comment on Facebook or Twitter about service received 39% 1 in 3 say convenience is more important than price Frequently Starts on Mobile would like web-chat offered while on company web site 68% 100% Video usage at home has increased by Uses video regularly 55% would like to have their questions answered by video-chat say organizations make it easy to switch between different channels 17% Uses multiple channels 82% Always want to multiple channels available 94% would like to be able to email the same agent they talk to Empowered 58% say they get better help from other consumers than call center agents Source: Avaya and BT, The Autonomous Customer, January 2013 Customers Expect Personalized, Contextually Relevant Engagement

5. The Upside of Getting it Right: Better Experiences Drive Better Returns Source: Watermark Consulting, 2013, www.watermarkconsult.net

6. Exceptional Customer Experience Drives… Drives Customer Lifetime Value Customer Lifetime Value Customer Lifetime Value – – X = Customer Lifetime Value (CLV): The value of a customer to a company over the lifetime of a business relationship • 66% of consumers will stop spending if the effort is too high • 75% of consumers keep spending if the customer experience is exceptional Acquisition Costs Length of Relationship Support Costs Customer Revenue Customer Effort Impact Study, Avaya, 2013

7. Now and Beyond Future Enablers of Customer Experience Right Media, Right Time Enterprise wideEngagement Actionable Insight Customer Experience Drives Brand and Customer Lifetime Value • Avaya and BT, The Autonomous Customer, 2013 • Wall Street Journal, April, 2011

8. How Will You Keep Pace? Do I appreciate the impact customer experience could have on my organization’s brand and bottom line? Does my current enterprise Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value? Are my processes, people, culture connected to my customer experience strategy? Will my current technology enable the growth that I need…? Can I deliver a sustainable, growing ROI from my customer experience investment? How do I ensure that I constantly improve the customer experience…?

9. Delivering Tomorrow’s Experience Today Why Avaya for Customer Experience Management? • #1Market share globally(36%) 1 • Leader in Gartner Contact Center Magic Quadrant1 • Global partner ecosystem of industry and application development specialists, backed by Avaya Expertise and Best Practice • Customer Lifetime Valueunderpins CEM solutions • 97% of customers experiencing First Contact Resolution 2 • 84%of customers satisfied with service3 • 3x improvement in sales4 • 30%headcountreduction while exceeding performance goals5 Positive Impact on Business Results • Solution to address currentrequirements and future growth • Proven Business Transformation and Customer Lifetime Value frameworks • Avaya commitment: “Your Path, Your Pace, Your Choice” • Mission-critical reliability so you can sleep at night Proven, Reliable Solutions for Today and Tomorrow Gartner, Magic Quadrant for Contact Center Infrastructure, WW, Drew Kraus, Geoff Johnson, Steve Blood, June, 2012 nTelos Case Study, 2012 ABN Amro Case Study, 2011 Malaysia Airlines Case Study, 2011 Wescom Credit Union Case Study, 2011

10. Creating a Whole New Customer Experience…For Each Customer, Every Time Imagine… • “Customer Experience Management; • Managing customer relationships as strategic assets, • converting satisfied customers to loyal customers, • and loyal customers to brand advocates.” PERSISTENT CONVERSATION AWARENESS From Simple “Reaction”…to Proactive, Dynamic, Personalized Experience Right Media, Right Time Right Media, Right Time Enterprise-wideEngagement Actionable Insight From Silo’d Interactions……to Connected, Aligned Resources, Functions, and Processes Enterprise wideEngagement For Your Business For Your Customer For Your Employees Valued Experience That Creates Loyalty and Brand Productive, Efficient, Retained Staff ImprovedCustomer Lifetime Value for Higher Revenue & Margins From Basic Understanding… …to Knowing Preferences, Value, Current Situation... and Acting on It Actionable Insight

11. The Contextually Aware, Persistent Customer Experience Our Unique Approach PERSISTENT CONVERSATION • Application of All Relevant Context including Information, Resources and Processes AWARENESS Customer Sees One Company Predict, Anticipate, and Respond Holistic, Personalized Customer Experience Company Sees One Customer • Connecting All Interactions as a Seamless Experience

12. Avaya Customer Experience Management... Addresses the Whole Customer Journey Proactive renewal notification Proactive promotion notification Automated web chat support Promote Automated web chat support Proactive delivery status update Disconnect Leaving Renew Online or mobile self service Promotion Offer Purchase Retain & Win-back BreakdownDamage Chase Order Place an Order Feel & Compare Products Maintain Own Buy Select Troubleshoot Upgrade Receive and Setup Research Products Use Callback offer whilst in queue Interesting! Find Out More! Receive Online or mobile self service MakePayment Research Learn to Use Product Voice biometrics to identify / verify Video kiosks or video self service Onboard Automated payment processing Routing to ‘best’ resource Proactive payment notification • Two thirds of the customer journey happens AFTER the purchase

13. Business Problems and Challenges Day in the Life Scenarios • Retain existing, and acquire new, customers? • Innovate customer service and differentiate brand? Increasing Economic Pressures • Accommodate new modes of service? • Improve customer satisfaction? Changing Patterns of Customer Service • Know and treat each customer individually? • Tailor service to meet different needs? Increasing Customer Expectations • Drive customer lifetime value? • Reduce cost to serve and improve productivity? • Simplify operations? Increasing Competitive Pressures

14. Actionable Insights. Better Engagement. Superior Results. The Avaya Customer Experience Framework Awareness INTERACTION Connected, Intelligent, Persistent Customer Engagement • EXPERIENCE • 1:1 Matching of Customers to Resources using Contextual Awareness DESIGNSeamless, Connected Customer Experience MANAGEMENTStreamlined, Simplified, Business Driven Management PERFORMANCE End to End, Scalable, Real Time Business Intelligence and Insight Persistent Conversation Layer on New Capabilities End to End Services and Delivery Options Preserve Existing Investments Leverage Common, Open, Connected Platform Right Media, Right Time Enterprise wide Engagement Actionable Insight

15. Connected to a Larger Ecosystem Avaya Customer Experience Framework OutsourcersSupply Chain Devices Business Applications MANAGEMENT DESIGN Business Processes Your Customers Contact Center Collaboration Framework Collaboration Framework Open Framework to Connect with Avaya, Third Party and Competitive Solutions Enterprise Resources Networking Equipment INTERACTION PERFORMANCE AND ANALYTICS EXPERIENCE MANAGEMENT

16. The Experience Management Platform Experience Layer • Personalized, Exceptional, Seamless Customer Experience PERSISTENT CONVERSATION AWARENESS Monitors Contextual Awareness to Understand Your Customers, Your Resources, Your Business Right Media, Right Time Enterprise-wideEngagement Actionable Insight Manages and Adapts Business Rules required to achieve Target Customer Experience Determines Next Best Action by applying Business Rules to Contextual Awareness to achieve Target Customer Experience Executes Right Match of Resources to Each Customer Across Right Media at The Right Time • Optimal Utilization of Resources

17. The Avaya Performance Management Suite Performance Layer Outstanding Business Performance PERSISTENT CONVERSATION AWARENESS Right Media, Right Time Real-Time Performance Platform - Real-time data collection, consolidation and processing from CC and enterprise sources leveraging data grid technology EnterprisewideEngagement Actionable Insight Actionable Insight – Reporting and analytics modules provide critical insights into customer experience and business performance Workforce Optimization - Suite of integrated WFO applications providing end to end feedback, quality, workforce management, coaching and training Improved Customer Experience

18. Key Phases of Evolution to Address Business Challenges Business Results Driven Technology Transformation Enable Connect Engage EFFICIENCY SIMPLICITY PRODUCTIVITYSYNERGY DIFFERENTIATION LOYALTY • Cost reduction and footprint consolidation • Build, optimize platform for growth • Transform customer experience • Fully leverage experience as a strategic asset • Evolve to connected, shared services model • Enhance routing and increase scale

19. Avaya Can Help You Get There Your Journey to a Superior Customer Experience Today Transformation Tomorrow BusinessStrategy People,Culture and Process TechnologyStrategy FinancialAssessment Program Management Continuous Improvement

20. Our Commitment “Your Path, Your Pace, Your Choice” Your Investment Lives On Operations and Services Protection Financial Protection Technology Protection • Capabilities out the box • Professional and partner services • Software as a Service and Managed Services offers • Software protection program • Software as a Service offers • No Rip and Replace • Modular approach: leverage existing, whilelayering on new

21. The Customer, the Partner, and Avaya Combining Strengths to Meet Customer Needs Expert Team Collaborating to Support Customers Partner • Investment in relationship management • Value-added services • Local expertise and understanding • Vertical, horizontal, technology, and multivendor knowledge • R&D investment, best-in-class products • Scale and experience • Investment in vertical and horizontal solutions • Repository of best practices Delivers

22. Delivering Tomorrow’s Customer Experience Today Our Promise Innovative, Market-Leading Ideas Proven and Reliable Solutions Business Results-Driven Focus Your Path, Your Pace, Your Choice

23. Why data networking is so crucial… “We need 1,000 more security cameras up by Friday” “Our financial transactions need to be isolated by next week” “We need to transfer a live server instance now!” “We need a scalable and manageable BYOD deployment ASAP” Throughput Resiliency Latency Density

24. 1 The old network needs to evolve to support today’s business speed 9 2 Whatif you could… 8 3 Add HD video surveillance and multicast sites in minutes Deploy services on the fly Create unlimited separated services with minimal effort Deliverunified access solutions at the edge EnableGuest, BYOD Access control all at once Increaseand monitor real-time Network quality Enable data center continuity within clicks Reduce latency and time to service in the data center Deliver collaboration applications in a stack 4 7 5 6 Would you be Interested?

25. Superior Service SeparationUse Case – PCI Compliance Avaya Fabric Connect Edge-only configuration Eliminate need for maintenance windows Mitigate core configuration risk Full isolation end-to-end • Must touch every affected device • Slower to configure • Must configure core of network • Dependent upon maintenance windows New Service New Service Competition’s Interdependent legacy protocols

26. Superior Virtual NetworkingUse Case – Multi-Tenancy: Outsourcing Competition’s Interdependent legacy protocols Avaya Fabric Connect Highly scalable Agile configuration Simple troubleshooting Highly dynamic • Extremely complicated • Practically un-scalable • Error prone • Static model Financial (PCI) Federal Aviation Luggage System Guest Access

27. Business ContinuityEven When an Entire Data Center is Lost OTV / MPLS Fabric Connect End-to-End 2-Tier network design Highly scalable One technology end-to-end With simple end-point provisioning Multi-service – L2/ L3 virtualization • More tiers = more complexity and weaker performance • Still limited to 4096 VLANs • Fabric cannot extend across long distances; • L2 only

28. High-Performance Data Center The 3 R’s, resiliency, resiliency and resiliency Highly scalable Agile configuration Simple troubleshooting Optimized for east-westtraffic • Built for north-south traffic • Additional tiers brings complexity and cost • Static model Multi-Tier Legacy Data Center Architecture Distributed ToR / Fabric Connect Data Center Architecture

29. Thank You! Jean-Pierre Renaud Technical Customer Experience Solutions Architect Avaya WW Distinguished Solutions Engineering jrenaud@avaya.com

30. BEST OF ATF SPEAKER AND TEAM AWARD #AvayaATF Be sure to tweet your feedback on this presentation Winners will be announced at closing of event