Part One: Executive Overview Contact Center Express (CCE) Avaya Mid-Market Business Solutions

1. Part One: Executive OverviewContact Center Express (CCE)Avaya Mid-Market Business Solutions Sven Fischer Mid-Market Applications Product Management Lead

2. Agenda Avaya’s Commitment to the Mid-Market Contact Center Partnering for Success Overview of the Mid-Market Contact Center CCE Product Overview

3. Avaya Solidifies Commitment to Mid-Market Contact Centers • What we announced? • Acquisition of the outstanding shares of Agile Software NZ Limited which gives Avaya full ownership of the Contact Center Express product • This announcement solidifies the continuing Avaya commitment to the contact center Mid-Market • Launch of Release 4.0 of Contact Center Express that contains several customer requested features (4.0 was GA Mar 31 and is available to sell today) • What is Contact Center Express? • A multimedia contact center solution that is easy to use, integrated, and affordable targeted at formal and informal 21-400 agent contact centers • CCE fully leverages the robust, innovative Avaya Aura™ Communication Manager and Call Center software • Benefits of acquisition • Gives Avaya customers and partners confidence that the CCE product will continue into the future (vs. 18 person company in NZ) – removes competitor FUD • Gives Avaya ownership of R&D and full control of solution direction – our focus will be to take clear market leadership in the Mid-Market contact center space by providing a feature rich solution that provides the highest value and that is easy for our partners to sell and implement

4. Other Things You Need to Know About CCE • Our business partners like this product and already sell it • It’s built on CM and Call Center Software, and it can drive 8-9x in pull through (of CM, phones, gateways, services, etc) • CCE Beats the competition, especially Cisco due to (Business Partner Quotes): • Superior call handling features • CCE plug-in architecture including out-of-box integration to Microsoft CRM, Voice Portal for speech • Ease of implementation • Microsoft programming environment • Highly reliable (CCE + Call Center Elite) • Enhanced Reporting • Licensing flexibility and bundles • CCE is priced very competitively (beats Cisco) and has very simple packaging • Two bundles – one voice, one multimedia – both include AES and Call Center Elite licenses

5. Support of Our CIE Customers • Avaya has offered two products for the mid-size contact center segment, Contact Center Express (CCE) and Customer Interaction Express (CIE) • Moving forward: • Avaya will provide CCE as the single solution for the Mid-Market outside Germany • Features and functions of CIE will be leveraged in CCE as On Avaya Aura • Implications for Customer Interaction Express • Avaya currently ships Customer Interaction Express 1.1. This release of CIE is no longer available for new sales on Communication Manager • On Communication Manager, CIE 1.1 will be supported through FY 2011 • CIE customers on Software Support plus Upgrade (SS+U) are entitled for CCE 5.0 software licenses. For customers that bought CIE through the Atlas SAP system, which does not support SS+U, upgrade codes will be available • Integral Enterprise customers in Germany • CIE 1.1 is available for new business on the Integral Enterprise • CIE will be supported on Integral Enterprise as long as Integral Enterprise is available

6. Agenda Avaya’s Commitment to the Mid-Market Contact Center Partnering for Success Overview of the Mid-Market Contact Center CCE Product Overview

7. What Avaya Business Partners Have Told Us Deliver a channel-ready and well integrated “all-in-one” Customer Service platform, that meets Mid-Size Contact Center requirements. Be easy for Business Partners to learn and deploy and easy for customers to use and maintain. 7

8. Avaya Programs To Help You Succeed Business Partners have asked for… Avaya will address by… …bringing training for BPs into their region, focusing on vision, roadmap, sales and support training, and product and implementation training …support for serving your Mid-Market customers and building business around Avaya products …a reduced foot print, pre-configured solution that can be installed quickly and easily …launching a single-box, pre-configured solution containing all necessary elements for Contact Center Express (coming soon) …rolling out a marketing campaign that includes email announcements, a landing page for our Mid-Market solutions, and telemarketing scripts …assistance from Avaya for demand generation 8 8 8

9. Additional Options For Your Success Avaya can help with financing, implementation and additional integrations, depending on customer requirements. • Avaya Global Services • Provide a range of options from design and implementationto managing and maintaining the solution • Ensure solution addresses strategic business needs • Protect your investment in Avaya as your supplier • Avaya Financial Services • Zero Barriers: 0% financing available • Flexible low cost purchasing options

10. Avaya CCE Training • Training resources and schedules for CCE can be found at Avaya University (http://www.avaya-learning.com)

11. Agenda Avaya’s Commitment to the Mid-Market Contact Center Partnering For Success Overview of the Mid-Market Contact Center CCE Product Overview

12. Opportunity Map for Mid-Market Contact Center Total Addressable Market Opportunity $1.5B Market Size, CAGR for 2011 Customized Centers Small-of-Large Large Enterprise On-Demand Stand-Alone Full Featured Centers Small CC Basic Featured Centers <20 21-150 151-399 >400 Agent Positions 12

13. CC Mid-Market Provides Growth Opportunity Total Market: by Agent Size ($ Millions) --> adjusted to reflect economic situation* Size Band CY07 CY08 CY09 CY10 CY11 08-11 CAGR Enterprise > 400 $ 1,968 $ 1,860 $ 1,877 $ 1,959 $ 2,073 4% 21 - 400 Mid-Size $ 1,551 $ 1,462 $ 1,505 $ 1,594 $ 1,750 6% Small 1 - 20 $ 301 $ 266 $ 254 $ 275 $ 283 2% Total $ 3,820 $ 3,588 $ 3,636 $ 3,828 $ 4,106 5% YoY Growth -6% 1% 5% 7% • Together we can increase revenue by: • Taking share from Nortel who is vulnerable in this space • Taking share from smaller competitors and all in one competitors (I3) • Beating Cisco and Genesys in more deals due to more competitive product and compelling pricing 13 * Based by numbers from Infotech – Adjusted by Avaya

14. Mid-Market Contact Centers Needs… • Reduce costs • Make comparably small workforce as efficient as possible • Differentiate from – often – larger competitors • Provide excellent customer experience Business Imperatives • High functionality, low complexity, all-in-one solution • Easy to use, install, learn and maintain • Out-of-the-box integration Technology Attributes • A multimedia contact center solution that is easy to use, integrated, affordable, and that provides investment protection. CCE fully leverages the robust, innovative Avaya Aura™ Communication Manager and Call Center software. CCE Positioning

15. Avaya Aura™ Communication Manager & Call Center Avaya Aura™ Communication Manager & Call Center CCE –Today and Tomorrow Mid-Market contact center components Today Evolving to Self service, call recording & workforce management Voice Portal, call recording, & workforce management Mid-Market solution • Additional capabilities: • Integrated call recording • Integrated workforce management • Integrated Self Service • Common admin & install • Continued focus on ease of use Screen-pop and / or multimedia capabilities Mid-Market solution • Screen-pop & multimedia • Built-in reporting • Built-in preview outbound • Unified agent desktop Reporting Outbound IP-Telephony & Call Center platform

16. Top Reasons for CCE Why Avaya Contact Center Express? Contact Centers configured with 150 or fewer sets represent about 80% of today’s global contact center market • Empower your agents • Avaya Contact Center Express provides impressive capabilities at a very attractive TCO • Tight integration with the Microsoft Dynamics CRM • Ease of deployment and maintenance • Ease of use and customizability • The ability to grow with the customer, at their pace • Leverage existing investments • Avaya domain expertise

17. Agenda Avaya’s Commitment to the Mid-Market Contact Center Partnering for Success Overview of the Mid-Market Contact Center CCE Product Overview

18. Management Dashboard Unified Agent Desktop Contact Center Express Overview A full-featured multi-channel customer contact solution • Application Development Toolkit supports easy scripting and rapid application development, reducing TCO and improving profitabiltiy • Management Dashboardfacilitates agent monitoring/coaching & improves performance • Flexible, configurable Unified Agent Desktop supports agents anywhere in the world • Powerful Multimedia Contact Management leverages channel-aware routing to increase customer satisfaction & improve ROI • Enhanced Reporting with out of the box multimedia historical and real time reports • Designed for easy upgrades • Voice Portal • Proactive Contact • Call Management System Premium Applications Application Development Toolkit Multimedia Contact Management Enhanced Reporting Avaya Call Center Avaya Aura™Communication Manager Platform 18

19. Enhanced historical and real time reporting Preloaded multimedia historical and real time reports added Reporting platform now standardized on SQL Server Reporting Services (SSRS) Support for Avaya Voice Portal as IVR Voice media enhancements Missed call alerting Abandoned call assistant Customer requested callback Removal of separate Avaya Aura™AES license to reduce TCO Agent desktop enhancement to support extended phone features Agent desktop now supports extended phone features such as Supervisor assist, Work codes, Call forward, Auto dial, Vu-Stats, EC 500, etc. Support for virtual agent Virtual agent program automates processing of incoming multimedia contacts and send out email and SMS messages to customers Centralized alarms and notifications Introduction of Software Support + Upgrade including 24/7 support CCE 4.0 – What‘s New? LAUNCH FLASH DEMO Parnters can download this demo at: https://partner.avaya.com/ptlWeb/bp/products/P0295/Demos/100048103

20. Multimedia Contact Management Contact center agents and customers communicate using the customer’s preferred channel. Multimedia Contact Management • Multi-channel contact capabilities with channel prioritization and preferences • Skills-based routing to ensure the right agent for the right problem • Universal queue for all work items • Integrated real time and historical reporting gives agents maximum visibility into customer interaction • Works seamlessly with existing apps and clients – leverage existing investments

21. Unified Desktop Seamlessly integrates all channels of communication, inbound and outbound. • View customer interaction history for current contact • Search the directory for a customer phone or email to initiate outbound contact • Record work-item related notes • Plug-in architecture allows for simple customization and external application integration • Allows agents to view real-time statistical information on personal work performance and contact center performance • Provides complete range of telephony functions • Integrate with Microsoft CRM, iClarity for remote agents, etc. Unified Desktop CHANNELS SUPPORTED: Voice Email Fax IM Web chat Web callback SMS text

22. Management Dashboard Gives supervisors visibility into agent status and performance • Managers can monitor agent’s real-time status and performance • Call statistics provide insight on agent performance, facilitates coaching and training • Managers can broadcast text messages to agents • Agents can request assistance Management Dashboard Agent ID Number of calls handled Available? Performance metrics

23. Reporting Capabilities Preloaded multimedia reports provide top lines as well as granular insights, customizable by viewer • Preloaded multi-channel real time and historical reports • Report configurator automates filtering of data, along withscheduling of report delivery • Histograms provide graphical displays of data over defined time periods • More enhancements coming Reporting

24. Application Development Suite Knowledgeable users can integrate applications and extend functionality – no programming required. • CCE comes bundled with a powerful application development toolkit with integrated wizards for easy scripting. • Create screen pops and routing rulesin just a few hours. • Complete customization and integration capabilities, including framework for integrations and external data access. Application Development Suite

25. Voice Portal • Proactive Contact • Call Management System OptionalApplications Management Dashboard Unified Desktop Development Suite Contact/Workflow Management Reporting Database • Avaya Aura Platform CCE: The Core of a Complete Solution Avaya can provide the platform to support your communications center and premium applications to extend its value and ROI

26. CCE and AvayaDelivering Unique Advantage For Your Business • Secure end to end solution from a global leader in contact center technology • Core routing functionality on highly reliable platform • Universal Work Queue providing increased efficiency • Unique “Unified Agent Desktop”, including history, presence, directory access and many more • Open and easy to use Application Programming Interfaces • Investment protection by supporting existing Call Center Elite, CMS, Voice Portal / IR investment • Avaya Service Level Maximizer 26

27. Together We Can Win in the Mid-Market Contact Center With Avaya CCE, you can build a long-term profitable business Contact Center Express… Features your customers want Simple packaging Simple install Avaya owned and supported Competitive Pricing Differentiated Positioning Built on the strength of Avaya Aura™ CM Together we have the winning solution 27

28. thank you Sven Fischer Mid-Market Applications Product Management Lead