Avaya Hosted Solutions ….. Avaya Consultant Webinar

1. Avaya Hosted Solutions ….. Avaya Consultant Webinar March 18th, 2010

2. Where Operations Services Fit IT Staff Skills New technologies Managing current environment Staying flexible enough to stay competitive Operating 24x7 Managing highly distributed, multi-location applications Legacy platforms becoming obsolete Looking to procure new solutions for business challenges Growing/adding new locations Entering new markets Desire to delegate more managementto a third party Facing Challenges? In Transition? Controlling Costs? • Focusing on core competency to reduce variable, costs • Desire to Increase operational efficiency • Eliminate Unpredictable management costs • Undergoing downsizingor corporate restructuring Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 2

3. Flexible Options Offers Packages ITIL Elements RetailAvaya Del Private Label Avaya Del Private Label Co-Del System Admin Availability Capacity Optimize Optimize Partners will Create own Offers , Packages & Pricing to End-Users Release Change Configuration Problem Incident Service Mgmt Service Desk Operate Operate Incident MgmtService Mgmt Service Desk Notification Monitoring Monitor Monitor Powered by Avaya Powered by Avaya branded as yourown Portal Manufacturer Support Maintenance Maintenance • Quote, Order, Contract, Bill Business Mgmt Business Management Platform/Tools Blue: Partner Delivers or is ResponsibleRed: Avaya Delivers or is Responsible

4. AOS Offer Elements Unified Communications Network Infrastructure Contact Center WAN/LAN VPN VoIP Server Infrastructure Application Server Wireless IP Telephony Traditional Telephony Enterprise Voice Messaging Video Infrastructure Video Conferencing Routing Self Service Reporting Service Computer Telephony Integration Recording Workforce Management Proactive Contact Services • System Admin • Availability • Capacity Optimize • Release • Change • Configuration • Problem • Incident • Service Mgmt • Service Desk Operate Monitor • Notification • Monitoring Global &Multi-Vendor Support Hosted Offers for IPT, CC, and Multi-media CI now New to Avaya from Nortel Significantly Enhanced by Nortel Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 4

5. ITIL Service Level Description

6. Avaya Hosted Solutions What Hosted Solutions are Available? What Are Avaya Hosted Solutions? • IP Telephony • Unified Communications • Messaging • Contact Center / ACD • IVR • PSTN Services Avaya Hosted Solutions are Applications Hosted by Avaya in the “Cloud” and Delivered to Customers on a Usage Based Model. North American targeted offer Medium to Large Enterprises Preferred model is to sell through Partners. Contact Center and Unified Communications is the sweet spot in the market. 6

7. Apps PSTN Hosted Solution Center ServicesOverview • Modular Utility Pricing • Multiyear/Monthly/Subscriber • Competitively Priced • Easy to Add on Options • Supports Line by Line migration • Setup/Disconnect Fees • Service Flexibility • Tiered Service Bundles within: • IPT/UC • Contact Center • IVR • Mix and Match Services • Move Up or Down Service Packages • Performance • Assigned Hosted Performance Manager • Step by Step On-boarding Process • Monthly Operational Reviews Network Applications Consumption Purchases all Hosted Services from Partner Purchase / lease CPE from Partner Owns, Operates, & Maintains all Equipment and Applications Sells to Partner on utility basis Partner is the single customer contact: Bundles, Contracts, & Bills all services Avaya Partner End Customer DID: 972-684-1611 MPLS/IP Network Avaya Hosted Solution GW Office

8. LNP CALEA E911 PC/Laptop Soft Client g/w Soft Client ApplicationsServers Avaya Hosted Solutions Center PSTN IP/MPLS Network Enterprise IP Network Internet VPN Router Avaya’s Hosted Solutions Center • Secure Facility • No Single Point of Failure • Redundant WAN/LAN • Multi-tenant Infrastructure • Diverse Physical Access • Redundant Power • Back-up Power Generator • 24 x 7 NOC Monitoring

9. Hosted SolutionsDelivering Customer Value BENEFITS ENTERPRISE VALUE PROPOSITION • Move from Capex to Opex expenditure model • Predictable Monthly Costs • Reassign IT Resources to Business Applications • No Technology Obsolescence • Standardized Capabilities • Advanced Features • Save Money • Outsource Complexity • Increase Productivity and Customer Satisfaction Enterprises are looking for tangible value. Hosted Solutions can reduce costs by over 30%. Reduces costs while improving cash flow management and reducing requirements for capital expenditure outlay. 9

10. State of Georgia (Hosted Contact Center)Reducing Cost, Increasing Productivity, and Improving Customer Satisfaction SOG Benefits/Value with Avaya SOG – Previous Deployment • Avaya Hosted-CC Provides Uniform Deployment at a Reduced Cost • Abandoned Calls moved from 40% to less than 2% • Call Answer Time has gone from 30 to 2 minutes • Most Agencies are realizing a30-35% Savingsover their previous CPE Deployments • Many different Vendors PBX/CC equipment deployed - complex • 125 Different State Agencies doing their own thing (Poorly) • Expensive IT Charges for Appl. Development for each Agency • No Common CRM Solution • Very Poor Customer Care Across the Board at the State Many Customers are in a “Do Nothing” Mode due to the Down Economy. But in many cases, Avaya can deliver increased Value for a Reduced Price with Hosted The “Office of Customer Care” is being touted by the Governor as one of the Key Success Stories of his Administration http://www.ga.gov/00/article/0,2086,4802_0_111065276,00.html 10

11. Hosted Solutions Packages Add on Options Option 1 Option 2 Option 3 Option 4 General Framework Service Package 1 Service Package 2 Service Package 3 Solution Category Service Package 2 Plus: Additional features Service Package 1 Plus: Additional features Initial Feature Set Step 1 - Determine Packages and How Many Step 2 - Customize with Options Step 3 – Price Offer Simplified Purchase Model – Pre-packaged Bundles, Add Options 11 11

12. Hosted Unified Communications and IP Telephony Services UNIFIED COMMUNICATIONS PREMIUM UNIFIED COMMUNICATIONS Unified Communications Plus: Collaboration features including Video Calling, Meet Me Conferencing Premium IP Telephony Plus: Multimedia productivity features Including Click to Call, Presence, IM. Hosted Unified Communications IP TELEPHONY PREMIUM IP TELEPHONY CENTREX IP Hosted IP Telephony Standard call handling features IP Telephony Plus: Advanced telephony features 100s of business features . Meeting the Communications Needs Of Users at All Levels

13. Hosted IPT Services Centrex IP • Centrex IP: • Pre-packaged Bundles • Premium IP Telephony • Automatic Dial (AUD) • Authorization Codes • Short Key Hunt (SKH) • Group Intercom All Calls (GIAC) • Multiple Appearance Directory Number (MADN) • Busy Lamp Field (BLF) • Custom on Demand • Full Call Management • Direct Dial Inwards (DID) • Direct Inward System Access (DISA) • Executive Busy Override • Plus 200+ More Features • Premium IP Telephony: • + IP Telephony • Calling Name/Number • Call Hold • Call Waiting • Call Forward • Call Transfer • Call Mute • Do Not Disturb • Call Park • Call Pick-up • Last Number Redial • Call Number Del. Blocking • Class of Service • 3 Way Conference • Speed Dial • “*” Codes • Account Codes • Distinctive Ringing • IP Telephony: • Calling Name/Number • Call Hold • Call Waiting • Call Forward • Call Transfer • Class of Service • 3 Way Conference 13 13 13

14. GW Hosted High Level Architecture AVAYA Provided PSAP Hosted 911 PSAP HSC HSC PSAP 24x7x365 world class Avaya Network Operations PSTN 3 PRI Partner Provided IP PSTN Service Location-1 WAN PSTN • Customer provided Gateway • Hosted PSTN • Remote User (VPN back to enterprise) Location-n

15. Hosted SolutionsMessaging Services Basic Messaging • Standard messaging features (deposit, retrieval, message greetings) • Option for subscribers to create a group “family” mailbox • Option to include extension mailboxes • Ability to receive faxes through a mailbox • Subscribers can manage and retrieve their voice and fax messages via a web browser • Email Integration • Capability to merge subscribers’ wired and wireless voice and fax communication into a single unified phone number • Features, such as Follow Me, Call Screening, Call Announce, Auto-Attendant, Conditional Greetings, and Aliasing • Additional Message Waiting Options - Email Unified Messaging (UM)Capabilities Beyond Basic 15 15

16. Standard Features include Contact Center Agent Plus and: • Multimedia • Outbound • Instant Messaging Standard Features include Premium ACD Agent plus: • Skills Based Routing • Contact Queuing and Presentation • Avaya Hosted CCA Administration Standard Features include Contact Center Agent plus: • Communications Control Toolkit • CTI • Applications Interface Hosted Contact Center From Basic ACD to Full Multi-Media Contact Center Hosted Contact Center Services Contact Center Agent Plus Premium Contact Center Agent Contact Center Agent ACD Agent Premium ACD Agent Standard ACD Features include: • Agent Queuing • Call Queuing • Overflow Handling Standard features include ACD Agent plus: • Reporting • ACD Operations Management • Administrator Terminals Hosted ACD

17. Hosted SolutionsCustom Contact Center Services • The Avaya Hosted Solution may be integrated with a number of different add-on services: • CRQM • Workforce Management • eLearning • Customer Surveys • Customer Relationship Management (CRM) 17 17

18. Hosted IVR (Interactive Voice Response) Program Basic DTMF Ports Text to Speech Ports Speech Recognition Ports (Nuance/IBM) Expert IVR Application Design & Development Hosted IVR Services • Avaya’s Hosted IVR is • entirely standards based (VXML/CCXML), and • relies upon an open hosting, highly redundant infrastructure that is optimized for a web services environment. • Avaya’s market niche are hosted IVR speech applications that: • fit in the middle-upper to top tier of the market (traffic volume, integration complexity, and/or application sophistication) • are delivered as part of a larger Avaya Hosted Solutions portfolio, including: Hosted Contact Center, IP Telephony, ACD, Unified Communications, Unified Messaging

19. Avaya Hosted SolutionsThe Hosted Customer Profile How do your further Qualify? The Ideal Customer – What to Ask? • Do they have access to Opex money, but not Capex? • Is the Customer looking for a Predictable Monthly Cost? • Do they want to upgrade to capabilities like UC, with a very limited investment? • Willing to commit to a multi-year agreement? • Have significant Nortel / Avaya presence with the account • Do they need to upgrade (VoIP, CC, IVR, UC) – But have very limited capital? • Have end-of-life or MD’d equipment? • Want to centralize communications infrastructure? • Short in skilled resources? • Want to reduce risk? • Do they currently have MPLS Services at their key sites? 19

20. Resources – AOS Global Sales Support Team • Engage us by calling with your question • Staffed 8:00am – 7:00pm Monday-Friday EST • Dial: 866-860-2043 • International Dial: +01-908-953-7149 • You can expect a call back within 2 business hours (if we don’t get you live) • Engage us by emailing your contact information and question • We will respond to email within a max of 24 hours • Email: AOS Sales Support@avaya.com • For more Information on AOS: • www.Avaya.com/AOS