Avaya Global Services Intelligent Branch Solution 2007

Intelligent Branch – Sub Solutions Centralized Distributed Retail Store Branch Banking © 2007 Avaya

Centralized Highlights • Day 0 • FCE Service Chain • Feasibility • Planning • IP Network Readiness Services (Expert. Net, CNA / APC) • Security Consulting and Hardening • Day 1 • Implementation Packages for Branch • Includes: Staging, S/W Profiling, & Program Management • System Management Branch Solutions (IMS) • Support (Day 2) • Software Support + Upgrades • Hardware Maintenance (Expert Systems. SM) • IP Support Services* (Proactive IP Support, RMS-IPT, SRM) • Managed Service Lines (Day 2) • Solution integration and management of Large Branch IP Telephony and Contact Center Solutions Strengths *IPSS currently available for CM only © 2007 Avaya Inc. All rights reserved. Retail Store Avaya – Confidential. Distributed Branch Banking 3

Distributed Highlights • Day 0 • IP Network Readiness Services (Expert. Net, CNA / APC) • Security Consulting & Hardening • Day 1 • Market-Based Implementation Packages • Multi-site Program Management • Software Profile Creation • Staging (Level I & II) • System Management Branch Solution (IMS) • Support Services (Day 2) • • Software Support + Upgrades Hardware Maintenance (Expert Systems. SM) Secure Access & Control (Lite / Premium) Joint Service Delivery for Avaya Partners • Managed Service Lines (Day 2) Centralized Opportunities Retail Store • Solution integration and management of Large Branch IP Telephony and Contact Center Solutions Branch Banking © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 4

Retail Store Highlights Distributed Weaknesses • Day 0 Centralized Branch Banking • IP Network Readiness Services (Expert. Net, CNA / APC) • FCE Service Chain (Feasibility & Planning for Centralized) • Day 1 • MBP Implementation Packages • Includes: Staging, S/W Profiling, & Program Management • System Management Branch Solution (IMS) • Specialist Connect for Retailers • CSI custom app between Motorola CA 50 & CM • Virtual Sales Assistant – IP Phone Applications • Support Services (Day 2) • Software Support + Upgrades • Hardware Maintenance (Expert Systems. SM) • IP Support Services* (Proactive IP Support, RMS-IPT, SRM) • Managed Service Lines (Day 2) • Solution integration and management of Large Branch IP Telephony and Contact Center Solutions * IPSS currently available for CM only © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 5

Centralized Retail Store Branch Banking Distributed Threats • Day 0 • FCE Service Chain • Feasibility • Planning • Security Consulting and Hardening • Vulnerability Assessment / Policy Development / Compliance • Day 1 • MBP Implementation Packages • Includes: Staging, S/W Profiling, & Program Management • System Management Branch Solution (IMS) • Support Services (Day 2) • Software Support + Upgrades • Hardware Maintenance (Expert Systems. SM) • IP Support Services* (Proactive IP Support, RMS-IPT, SRM) • Managed Service Lines (Day 2) • Solution integration and management of Large Branch IP Telephony and Contact Center Solutions * IPSS currently available for CM only © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 6

FCE Service Chain A Clear Path to a Centralized Branch Solution Head off obstructions and hurdles along the path to FCE and Shorten the 18 month sales cycle! Assess the technical and financial feasibility Plan for the required technology and operational changes Validate, then install the technical solution Enables Leads to Feasibility Study Planning Implementation (Trial) Implementation (Production) Supports © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 7

Avaya CSI Branch Services Highlights Program Management – Management of complex, multivendor technology solutions to ensure a successful deployment and reduce your client’s risk IP Network Readiness Assessment Sampling - Onsite readiness assessment (15 sites) to ensure that critical network elements will support deployment of an IP Telephony solution Software Profile Creation - Standardized configurations to simplify user experience and ongoing administration Staging - Software load & test that simulates parameters for the customer’s environment Deployment - Capability and processes for consistent, high quality delivery of branch implementations © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 8

Convenient Implementation Packages Premium Service* Full Service PLUS: • Inter-Gateway Alternative Routing (IGAR) • System Hand-off Review • Premium Routing/Networking Full Service Industry Standard PLUS: • Station & Softphone Installation & Programming • EC 500 Design & Development • Phone Access Vulnerability Review • Mailbox Creation • End User Training (Web-based) • Remote Help Desk Industry Standard • Local Program Management Lead • Basic Software Profile • Site Survey • IP Network Readiness Assessment Sampling (optional) • Staging • Hardware Installation & Programming Easy to understand purchase, these bundles provide the right level of services at competitive market -based pricing With * Provided in support of Avaya 8300 Media Servers only © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 9

Program Management Single point of contact and accountability for project aspects - Avaya, customer, and third party products and services Master project schedule across all sites, all key tasks, all roles Project-specific and programwide status dashboard Streamlined process for design, quote, order, implementation Tight integration with customer program management Enhance customer relationship & uncover new opportunities! © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 3 Levels of Program Management Premium Full Service Premium Industry Standard 10

Branch Security Industry Driver: Regulatory Compliance Gramm-Leach- Bliley Act (GLBA) SEC Rules 17 a-3 and 17 a-4 Privacy of financial information All records related to securities transactions to be maintained for 3 years Health Insurance Portability and Accountability Act (HIPAA) Right to carry insurance between jobs; privacy of patient information Sarbanes-Oxley Fiscal accountability for all public companies Basel II COMPLIANCE For Communications Capital assessment and reporting standards for global banking USA PATRIOT Act Customer documentation requirements to “know your customer” CA SB 1386 Do-Not-Call Mandates public disclosure of computer-security breaches for any California resident. FTC-managed list of consumers who do not want to be targeted by telemarketing calls. Source: Meta Group Gartner predicts that enterprises that choose one-off solutions to each regulatory challenge or deadline they face will spend 10 times more on compliance projects than their counterparts that view compliance initiatives in a more holistic perspective. © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 11

Avaya Vo. IP Security Consulting Communications System Security Ø Vulnerability Assessment Security Hardening ØPBX Ø Policy Review & Development ØCMS ØIntuity Audix Ø Secure Architecture & Design ØMap D ØPBX Toll Fraud © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 12

System Management Branch Solution - Integrated Management Suite Management © 2007 Avaya Inc. All rights reserved. Consult and design solution to tailored to their environment Multi-site administration is a client-server based application providing centralized management for all branch offices Provisioning and network management to simplify the deployment, configuration and ongoing maintenance of media gateways and converged devices Knowledge transfer and workshops delivered by subject matter experts Avaya – Confidential. 13

System Management Branch Solution: How to Order via Siebel or ORS Management Consulting • • • Onsite assessment, analyze, & architect Material code: 213181 1 week $12, 500 + $2, 500 T&E Implementation § Full implementation services, onsite or remote § Material code: 300167129 Knowledge Transfer Management © 2007 Avaya Inc. All rights reserved. • • • Train staff on how to utilize application to monitor, manage, and run reports $2, 500 a day Material code: 213181 Avaya – Confidential. 14

Software Support Plus Upgrades Highest Value Option for Ongoing Support Upgrade Subscription Hardware Maintenance Options Saves customers 25 -35% in upgrade costs alone Proactive support via EXPERT Systems; Spectrum of options for coverage Software Support Plus Upgrades Comprehensive Technical Tools and Guides Newly improved search engine, improved technical guide resources 24 x 7 Support of Applications for Major Troubles Holistic support, access to updates, local in-language support from 6, 000 experts New Web-based tools Access to Service Packs Ticketing, online ticket status, access to diagnostic tools used by Avaya engineers Bi-monthly Service Packs, highly tested, easy to track and implement, higher quality and security © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 15

Support Options (NAR Only) Single Point of Contact Agency © 2007 Avaya Inc. All rights reserved. Provides customers a single number to call regarding all operational support for technical faults across multiple Avaya applications Provides centralized trouble reporting for network and facilities trouble resolution? ? Avaya – Confidential. 16

Avaya EXPERT Systems SM Diagnostic Tools A Key Benefit for Selecting Avaya Hardware Maintenance Support Unique in the Industry for its power and effectiveness Contains 30, 000+ artificial intelligence algorithms that perform rapid diagnostics for identifying and resolving potential voice system issues before they cause outages or degrade performance Maximizes uptime – 98% of system-generated alarms are resolved remotely Backed by 28 Global Services Delivery Centers and more than 6, 000 technical support professionals, EXPERT Systems. SM monitors 24 x 7 x 365, handling over 600, 000 alarms per year Customers experience 73% fewer major outages when remotely monitored by EXPERT Systems © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. “Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry. ” Bruce Clark Intellicom Analytics 17

Global Delivery Support Centers Providing Best-in-Class 24 x 7 Support Remote Monitoring, Diagnostics, & Trouble Resolution 6000 services professionals, 28 combined network operations and technical support centers via EXPERT Systems. SM watching over customers and supporting partners with round-the-clock support UK Russia Netherlands Redmond Canada Denver Milpitas Belgium Germany France Chelmsford Switzerland Spain Coppell Japan Austria China Italy India St. Pete Hong Kong Avaya Currently Supports: Mexico Columbia Brazil Argentina © 2007 Avaya Inc. All rights reserved. Hungary 20+M Avaya ports Singapore 380, 000 multi-vendor PBX ports 3, 000 voice mailboxes for service providers 690, 000 voice mailboxes for enterprises 97, 000 multi-vendor voice mailboxes 140, 000 multi-vendor routers, switches and servers Avaya – Proprietary & Confidential. Under NDA Avaya – Confidential. Australia 18 18

IP Support Services for Communication Manager* Software Release Management Proactive notification and implementation of product updates for Avaya systems Remote Managed Services for IPT Proactive IP Support Adds Performance (Qo. S) Monitoring, Performance Reporting, Technical Consulting, Agency and Move/Add/Change Proactive fault monitoring of the converged network for voice and data Remote Support Services for Communications Process Manager Proactive monitoring and case management of Communication Process Manager solutions Builds Upon Product Support Options: Full Coverage, Remote + Parts © 2007 Avaya Inc. All rights reserved. Transitioning To: Software Support/Software Support Plus Upgrades Hardware Maintenance *IPSS not yet available for Avaya Distributed Office Avaya – Confidential. 19

© 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 20

End-to-End Management of the Entire Communication Strategy Consultative Approach through upfront assessment Value Assist Retailers in transitioning their operations People Customer Value Defined Solution Process: – Reduces complexity & risk – Flexible to meet changing business needs Process GMS Serviced & Solutions Engagement Process Technology Assurance – Provides measurable business benefits Business Model Managed Services Assessment © 2007 Avaya Inc. All rights reserved. Transition Transformation Avaya – Confidential. Service Delivery Enterprise Mgmt & Governance Converged Applications 21

Communications Solution Assessment Business View Technology View Goals and Strategy Network Assessment Process Analysis Communication Inventory Business Case Organizational Impacts and Deployment Considerations Services View Service Component Recommendations Staffing and Roles Migration Path Service Requirements Technology Roadmap Customization Key drivers in the Enterprise must be aligned to realize the communication objectives © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 22

Eliminating Branch Pain Points Managed Services Value Project Scope, Impact Analysis, Business Case and ROI Reduced Complexity & Risk Single Point of Contact and Accountability for Avaya and Third-party Vendors Quality Assurance Program & Vendor Management Maximization of Technology Investments Global Governance Large Complex IP Telephony Deployments Large Complex Contact Center Solutions Distributed, multi-store with 2500 IP Endpoints or higher Total Contact Center suite management Large scale multi-store distributed deployments Looking to leverage IP Telephony to: Distributed, multi-location with 150 agents or higher Legacy migrations and enterprise platform consolidation – Enable new business applications – Solve business problems © 2007 Avaya Inc. All rights reserved. Customers overwhelmed by complexity of large complex contact centers Avaya – Confidential. Messaging Base Migration and Account Up-sell 23

Back-up © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 24

Delivering High Volume Branch Solutions Created an entirely new internal process for design, quote, order, implementation Implemented a Master program/project schedule across all sites, key tasks, and roles Replaced dozens of internal throw-catch handoffs with Pull-based workflow Generates Automated notifications and alerts for pending and past due work Provides project-specific and program-wide customer status dashboard © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. What’s Different ? Avaya has put in place optimized processes for consistent, high quality delivery of high volume branch implementations 25

Delivering High Volume Branch Solutions (Cont’d) Customer signature on PO/Order Form for “batches” of sites Master program Statement of Work rather than site-specific work Tight integration between customer and Avaya program management Dedicated program resources with customer-specific expertise and experience Staging with software load & test that simulates parameters for the customer’s environment © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. What’s Different ? Avaya has put in place the processes for consistent, high quality delivery of high volume branch implementations 26