extend Upgrades and Extensions Straight-forward upgrade to NGCC

extend Upgrades and Extensions Straight-forward upgrade to NGCC for NES Symposium and NES Contact Center customers NGCC is path for SIP Multi-Channel Contact Centers for Mid Market in 2010 and Enterprise in 2011 4 Avaya CC Elite: mission critical voice 4 Voice Portal First /ICR: enhanced self-service & CAPEX reduction 4 In addition to multi-channel, NGCC path forward expands to also support 7 x 24 critical and voice-only operations 4 Partner and Avaya Advisory and Implementation Services

upgrade Upgrades and Extend with APC 4 Initial NGCC release: CC Reporting and Agent Desktop 4 Avaya CMS: Extend with Avaya Performance Center actionable insights 4 Avaya Performance Center supports CC Reporting consolidation 4 Avaya Performance Center, Avaya WFO, NGCC are path forward

Extend and transition applications Voice Portal is path forward 4 Leveraging ICP, NES Media Application Server (MAS) and Service Creation technology in Voice Portal & Customer Experience Portal 4 Avaya Voice Portal (Dialog Designer): new Self-Service Applications 4 Avaya Proactive Contact: new Outbound Dialer systems Open Standard Service Creation 4 New and existing VXML/CCXML based applications run on Voice Portal 4 Avaya Proactive Outreach Manager: multichannel customer care 4 Customer Experience Portal: Multichannel Inbound / Outbound 4 Voice Portal & ICP: Straight-forward upgrade