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Focusing on Medium-Sized Businesses

Focusing on Medium-Sized Businesses. Avaya Customer Interaction Express Sales Training. Agenda. Understanding Midsize Business Needs Avaya Customer Interaction Express Positioning Pricing and Configurations Competition Roadmap Calendar of Activities and Training Wrap Up.

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Focusing on Medium-Sized Businesses

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  1. Focusing on Medium-Sized Businesses AvayaCustomer Interaction ExpressSales Training

  2. Agenda • Understanding Midsize Business Needs • Avaya Customer Interaction Express • Positioning • Pricing and Configurations • Competition • Roadmap • Calendar of Activities and Training • Wrap Up

  3. »Understanding Midsize Business Needsand Customer Interaction Express«

  4. Virtual Infrastructure • Seamless delivery of applications and services • Central Site, Branch, Remote • Leverage Global Resources • Business Continuity Consistent Brand Experience Information Management Customers • Capture, Reporting & Analysis • Real-Time Information • Customer Experience View • Personalized Service • Consistent Information Access • Voice, Email, Web integration Expertise on Demand Differentiated Service • Engage Enterprise Experts • Leverage Local Knowledge • Presence, Interruptibility • Best Skills Applied • Managed Follow-up • Improved Conversion Rates from Customer Segmentation Enhanced Self-Service • Speech Enabled Routing & Information Access • Multi-Modal Information Delivery • Personalized Content Customer Service for Sustained Competitive Advantage

  5. Focusing on Medium Sized Contact Centers • Customer Drivers: • Profitability, low TCO, Quick ROI • Meeting current and future business needs • Minimal install/move disruption • Leverages open standards The Need: Complete software suite solution : simple to buy, simple to deploy, simple to use and simple to manage - delivering the competitive advantage previously reserved for the largest Contact Centers The Path: Integrated and flexible solutions that allow to meet changing customer requirements and business needs at their own pace Mobile and Distributedagents Demanding Customers • Sales Channel Needs: • Differentiated solutions • Easy to sell & quick to design + deploy • Delivering lower costs - higher margins • Promoting long-term customer relationships The Result: Competitive advantage from more efficient, responsive and effective business operations

  6. Mid Size And Enterprise BusinessesDifferent Needs By Segment • Specialized applications tailored to single purpose • Highly customizable deployment and implementation options • Multiple Operating Systems • In-house IT Expertise for Server and Application Management • Dedicated Servers for each application CTI Contact Center Proactive Contact Desktop Productivity Reporting IVR / Self Service Enterprise Business • Software Suite • Shorter implementation cycles • Easier to manage • One solution to upgrade • Reduce infrastructure cost Contact Center Outbound dialling Self-Service Desktop Productivity Mid Size Business Reporting CTI

  7. Addressing Some Specific Needs of Medium-sized Businesses • The need for an allin one Contact Center Suite. • Requires the suite to run on as few Microsoft OS based application servers of the same type as possible (low TCO). • Requires the suite to be up and running with a relatively small implementation and system integration effort – compared to Enterprise Solutions. • Limited internal IT capabilities. • Uses Contact Center technology also to optimize overall communication processes. • Still requires a high level of functionality • Target market: approximately 100 to 1,000 employees with 20-150 workers in the contact center.

  8. Customer Interaction Express Delivering New Value for Mid Size Enterprises • All-in-one solution • Inbound/outbound, E-Mail, Fax, SMS • IVR DTMF, speech, data access • Real time, historical reporting • Single agent, supervisor, and management interfaces • Graphical workflow editor • Multilingual, Multi-site • Fast implementation • Easy to manage • Flexibly evolves with business

  9. Agents Agent Groups External Destination Contact Management Waiting Announcements IVR Agents www Customer Interaction Express ~ All In One IP Communications Suite Contact Center Resources Customer / prospects Voice SMS Universal Queue Email Fax Contact Center • Media specific • skills based routing Web Call Back Call/EM can be routed to a specific agent not belonging to a group

  10. Delivering new value to both customers and business partners • Increased Margins • Consistent, straight forward, repeatable deployments • Less highly paid skilled workers required • Reduce Risk • Standard industry platforms • Ease of deployment and support • Flexible and scalable solution • Add functionality based on customer needs • Software-only solution for customizability • Differentiate from competition • Packaged solution with off the shelf integrations • Built for my customers needs For Business Partners For Customers • All in one Customer Service Solution • delivers consistent service to customers across multiple media channels and locations • Easy to manage and maintain • Built on Microsoft with common administration tools for all components • Evolves with your business • Start with one contact channel and build from there • Fast implementation with minimum disruption to the business • Pre-integrated, 1 – 2 weeks for average implementation • Business Insight into the customer experience that’s easy to use • Real time and historical reporting for all media channels

  11. Customer Interaction Express - Screenshots • Single User interface • Supervisor • Team leader • Agents • Graphical works flows • Inbound applications • Outbound campaigns • IVR applications • Integrated reporting • historical • real time reporting • Skills based routing • Including multimedia channels

  12. Customer Interaction Express ~A Few More Details • Single software suite solution • All-In-One Contact Center Suite • Running on Microsoft OS based server(s) • Common Administration – easy to manage • Platform independent • Designed specially for contact centers with 20 to 150 Agents • Capabilities: • Skills based routing • Multimedia channel management • Inbound, Outbound, Email, SMS, Fax • Outbound campaign management • Blended Agent Experience • Self Service applications (IVR), with ASR and TTS • Integrated Real Time Reporting • Historical Reporting • Multi site support

  13. Customer Interaction Express»Positioning – Avaya Solutions«

  14. Call Center Software Contact Center Express IP office CC Capabilities MVE CC capability Avaya Solutions to Meet Differing Business Needs Interaction Center Business Size CIE Leading Edge Basic Need

  15. Contact Center Express For existing Avaya Call Center customers No new application customers 20-150 Agents Providing medium-sized businesses the ability to extend Avaya Call Center with CTI/Screen-pop and multi-channel capabilities Customer Interaction Express New customers CM customer not yet using Call Center capabilities BCC Upgrades Packaged with MultiVantage Express (MVE) 20-150 Agents All in one multi-channel contact center suite to address the needs of medium-sized contact centers. Customer Interaction Express Mid-market Contact Center Portfolio

  16. … IR CMS Call Center (Elite, …) … IR CMS Call Center (Elite, …) Positioning of Avaya multi-channel Solutions Interaction Center Enterprise Business 150 Agents Customer Interaction Express Contact Center Express Mid Size Business Existing Application Customer New Application Customer

  17. Customer Interaction Express Mid-market Contact Center Portfolio • Customer Interaction Express addresses medium sized business needs with: • an “all in one Contact Center Suite” . • common administration and management for a all components of the suite. • real time and historical reporting for all media channels offered. • a platform independent solution. • MultiVantage Express • Avaya’s switch platform solution for medium-sized businesses, ideal in combination with Customer Interaction Express for a full contact center solution • Contact Center Express • For existing Avaya customers to extend investments with a flexible and easy to use multi-channel, CTI and desktop integration

  18. LAN, WAN, WiFi MultiVantage Express – Customer Interaction Express~A complete, end to end solution! MultiVantage Express Customer Interaction Express G650 • IP at the core • Easy migration or greenfield • Enables satellite and at-home agents • Foundation for multi-site consolidation G700 G250 Call Recording G350 • IP for transport • Link systems and gateways across locations • Scalable, secure, survivable infrastructure • IP endpoints • Flexible deployment • Ideal for new locations WiFi phone PDA Softphone

  19. Customer Interaction Express»Pricing & Configurations«

  20. Customer Interaction Express Advanced • Selected # of agents • voice inbound • voice outbound (preview, auto and progressive) • E-Mail • Real time and historical reporting • Skills based routing • Usage of text blocks in E-Mail • 1 Supervisor • 10 IVR ports Customer Interaction Express Standard • Selected # of agents • voice inbound • voice outbound (preview) • Real time and historical reporting • Skills based routing • 1 Team Leader Customer Interaction Express – Licensing and Pricing • Two bundled offers to sell quick and easy: Standard and Advanced • Each of them bringing a defined feature set per agent plus add-ons

  21. Standard Advanced Team Leader Supervisor Customer Interaction Express – Ordering Choose Number of Agents Select Additional licenses Select extras IVR Ports ASR and/or TTS Licenses based on customer needs

  22. Customer Interaction Express - Licensing and Pricing • Add from à la carte if you • want to add Team Leaders or Supervisors to Standard or Advanced • want to add IVR to Standard or want to extend the IVR in Advanced • want to migrate from Standard to Advanced • want to add ASR or TTS capabilities Pricing shows GPL

  23. TCO Comparison Mid Market and EnterpriseIncluding Implementation and Customization

  24. TCO Comparison Mid Market and EnterpriseIncluding Implementation and Customization

  25. Customer Interaction Express 1.0 Upgrade from BCC to CIE • Upgrade of a BCC System to CIE Standard: • If a BCC System does have only voice inbound agents (no Outbound, no E-Mail Agent). • For every BCC Agent a CIE Standard Agent License is required. • Supervisors have to be upgraded as well.Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered. • Upgrade of a BCC System to CIE Advanced: • If the BCC System has at least one Voice Outbound User or one E-Mail Agent, the whole system has to be upgraded to CIE Advanced Agent. • Even if a CTI Integration based on BCC is used, all agents have to be upgraded to CIE Advanced • For every BCC Agent is a CIE Advanced Agent License required. • Supervisors have to be upgraded as well..Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered. Pricing shows GPL

  26. Customer Interaction Express»Competition«

  27. Customer Interaction Express - Key Competitors • Cisco IPCC Express • Genesys Express • Interactive Intelligence • Siemens NA EMEA CALA APAC Global Players Regional Players • Alcatel • Altitude • Mitel • Small regional • See global • Nortel • Mitel • NEC • Aspect /Concerto • Alcatel • Altitude • Alcatel • Aspect/Concerto • NEC • Small Regional Vendors

  28. The Competition: CIE – Complete, Simple

  29. Customer Interaction Express Calendar of Activitiesand Training

  30. Customer Interaction Express – Avaya University Training • CIE Sales Curriculum • CIE Design Curriculum • CIE Implement Curriculum • CIE Customer Curriculum • Product Authorization • PA - Sales: Customer Interaction Express • PA – Design: Customer Interaction Express • PA – Implement: Customer Interaction Express Main courses • Sales • 3 web based courses (5h) • Instructor led courses (3-4h)* • 1 level Assessment (1h) • Pre-sales • Sales training and Assessment above, plus • 1 classroom course (2 days) • 1 core Assessment (30 minutes) • Post Sales (Support) • 2 web base courses (5h) • 4 classroom courses (8 days) • 2 Assessments (1h ½) • Customer IT • 3 classroom courses (6 days) • 1 web course (2h) * Not Avaya University Note: AES training required Enabling you to be the best!

  31. Activities Timeline - 2006 September October November December Technical KT 2 Technical KT 1 Avaya sales Kick Off (New Orleans) Germany Tech Share Tier2 Sales Training Avaya Pre-Sales WBT Rome - BP Kick Off Key Country and Channel Engagement Customer BETA trials: English and German Sales KT Campaign Creation and County briefings Insider KT

  32. Activities Timeline - 2007 January February March April Localised Versions Italian/Spanish Product GA English/Fr/Ger Regional Campaign Deployment Marketing MasterClass CIE – Toolkit 15 March – 21 March Cebit - Germany 27 Feb – 1 March CC World - Germany 3 -5 April SECA - FRANCE Sales KT 5 March – 8 March VoiceCon – U.S. AR / PR EMEA Avaya Website / Tools (PMC) Insider KT Field Coms

  33. Sales Enablement Materials EMEA Marketing Launch Q2-07

  34. Customer Interaction Express - Training: Basic Sessions Level Assessment – Product Authorization (1h) CIE Workshop incl. Function and Handling (4 days) Basic Statistic, Monitoring and Task Reporting (1d) Functions and Handling E-Mail (2 days) Class- room Course Basic Functions , Handling Voice & Voice Control (3 days) Installation and Implementation (2 days) Core Assessment (30 mn) System Architecture and Installation (3h) CIE Background Sales (2h) Web Based Course CIE Sales Story (1h) Customer Interaction Express Overview (2h) Sales Pre-Sales Post Sales Customer IT

  35. Customer Interaction Express - Training: Advanced Features Assessment (30 mn) Multiple Servers (1 day) Assessment (30 mn) Networking (1 day) Assessment (30 mn) Extended TaskFlow, Task Reporting & Voice Control (3 days) Class- room Course Assessment (30 mn) Dialer (2 days) Update and Projects (3h) Sales Pre-Sales Post Sales Customer IT

  36. The Avaya Advantage • New all-in-one midsize business contact center solution • Increases first contact resolution • Easy, personalized user experience • Inbound/outbound, IVR, email, fax, SMS • Sophisticated, skills-based routing • Flexible, common administration and management • Real-time information and historical reporting • Works in your IT Environment • Platform-independent • Pre-integrated solutions • Microsoft-based CUSTOMER INTERACTION EXPRESS • Fast implementation • Easy to manage • Evolves with business

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