Focusing on Medium-Sized Businesses Avaya Customer Interaction Express

Agenda Understanding Midsize Business Needs Avaya Customer Interaction Express – Positioning – Pricing and Configurations – Competition – Roadmap – Calendar of Activities and Training – Wrap Up © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 2

» Understanding Midsize Business Needs and Customer Interaction Express « © 2005 Avaya Inc.

Customer Service for Sustained Competitive Advantage Virtual Infrastructure Information Management Capture, Reporting & Analysis Real-Time Information Customer Experience View Expertise on Demand Seamless delivery of applications and services Central Site, Branch, Remote Leverage Global Resources Business Continuity Consistent Brand Experience Personalized Service Consistent Information Access Voice, Email, Web integration Customers Differentiated Service Engage Enterprise Experts Best Skills Applied Leverage Local Knowledge Managed Follow-up Presence, Interruptibility © 2006 Avaya Inc. All rights reserved. Enhanced Self-Service Speech Enabled Routing & Information Access Multi-Modal Information Delivery Personalized Content Avaya Proprietary and Confidential Improved Conversion Rates from Customer Segmentation 4

Focusing on Medium Sized Contact Centers Customer Drivers: 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 • Profitability, low TCO, Quick ROI • Meeting current and future business needs • Minimal install/move disruption • Leverages open standards The Path: Mobile and Distributed agents Integrated and flexible solutions that allow to meet changing customer requirements and business needs at their own pace Demanding Customers Sales Channel Needs: The Result: Competitive advantage from more efficient, responsive and effective business operations © 2006 Avaya Inc. All rights reserved. • • Differentiated solutions Easy to sell & quick to design + deploy Delivering lower costs - higher margins Promoting long-term customer relationships Avaya Proprietary and Confidential 5

Mid Size And Enterprise Businesses Different Needs By Segment © 2006 Avaya Inc. All rights reserved. Highly customizable deployment and implementation options CTI Reporting Desktop Productivity Mid Size Business Self-Service Proactive Contact IVR / Self Service Reporting Contact Center Enterprise Business Contact Center Specialized applications tailored to single purpose Multiple Operating Systems In-house IT Expertise for Server and Application Management Dedicated Servers for each application Software Suite Outbound dialling Shorter implementation cycles Easier to manage Desktop Productivity One solution to upgrade Reduce infrastructure cost CTI Avaya Proprietary and Confidential 6

Addressing Some Specific Needs of Medium-sized Businesses The need for an all in 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. © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 7

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 © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 8

Customer Interaction Express ~ All In One IP Communications Suite Customer / prospects Contact Center Resources Agent Groups Voice SMS Agents Contact Management Email Fax www Web Call Back Contact Center Universal Queue Media specific skills based routing External Destination Waiting Announcements IVR Agents Call/EM can be routed to a specific agent not belonging to a group © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 9

Delivering new value to both customers and 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 For 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 –Real time and historical reporting for all media channels Avaya Proprietary and Confidential © 2006 Avaya Inc. All rights reserved. 10

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 © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 11

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 © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 12

Customer Interaction Express » Positioning – Avaya Solutions « © 2005 Avaya Inc. All

Avaya Solutions to Meet Differing Business Needs Call Center Software Business Size Interaction Center Contact Center Express MVE CC capability CIE IP office CC Capabilities Leading Edge Basic Need © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 14

Customer Interaction Express Mid-market Contact Center Portfolio Contact Center Express – For existing Avaya Call Center customers – No new application customers – New customers – CM customer not yet using Call Center capabilities – BCC Upgrades – 20 -150 Agents – Providing medium-sized businesses the ability to extend Avaya Call Center with CTI/Screen-pop and multi-channel capabilities © 2006 Avaya Inc. All rights reserved. Customer Interaction Express – Packaged with Multi. Vantage Express (MVE) – 20 -150 Agents – All in one multi-channel contact center suite to address the needs of medium-sized contact centers. Avaya Proprietary and Confidential 15

Positioning of Avaya multi-channel Solutions Enterprise Business Interaction Center … IR CMS Call Center (Elite, …) 150 Agents Mid Size Business Contact Center Express … Customer Interaction Express IR CMS Call Center (Elite, …) New Application Customer © 2006 Avaya Inc. All rights reserved. Existing Application Customer Avaya Proprietary and Confidential 16

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. Multi. Vantage 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 © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 17

Multi. Vantage Express – Customer Interaction Express ~A complete, end to end solution! Multi. Vantage Express Customer Interaction Express IP at the core • Easy migration or greenfield • Enables satellite and athome agents G 250 • Foundation for multi-site consolidation Call Recording LAN, Wi. Fi phone © 2006 Avaya Inc. All rights reserved. PDA Softphone G 650 G 35 0 G 70 0 IP for transport • Link systems and gateways across locations • Scalable, secure, survivable infrastructure IP endpoints • Flexible deployment • Ideal for new locations Avaya Proprietary and Confidential 18

Customer Interaction Express » Pricing & Configurations « © 2005 Avaya Inc. All rights

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 Customer Interaction Express Standard Selected # of agents – voice inbound – voice outbound (preview) Real time and historical reporting Skills based routing 1 Team Leader © 2006 Avaya Inc. All rights reserved. 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 Avaya Proprietary and Confidential 20

Customer Interaction Express – Ordering Choose Number of Agents Standard Advanced Select Additional licenses Team Leader Supervisor Select extras IVR Ports ASR and/or TTS Licenses based on customer needs © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 21

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 © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Pricing shows GPL 22

TCO Comparison Mid Market and Enterprise Including Implementation and Customization © 2006 Avaya Inc.

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. © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential Pricing shows GPL 25

Customer Interaction Express » Competition « © 2005 Avaya Inc. All rights reserved.

Customer Interaction Express - Key Competitors NA EMEA CALA APAC Cisco IPCC Express Genesys Express Global Players Interactive Intelligence Siemens See global Regional Players Nortel Altitude Mitel Alcatel Altitude Aspect/Concerto Mitel NEC Aspect /Concerto © 2006 Avaya Inc. All rights reserved. Alcatel Small regional Avaya Proprietary and Confidential NEC Small Regional Vendors 27

The Competition: CIE – Complete, Simple Applications Avaya CIE Nortel Contact Center Express Alcatel Omni. Touch Mitel 6100 Cisco IPCC Express Interactive Intelligence CIC Genesys Express Multimedia Siemens Pro. Center Agile Siemens Pro. Center Enterprise Single software Solution Skills-based Routing Outbound Third Party Optional with 6150, 6160 Optional E-mail, Call Back Desktop for Agent and Supervisor Historical and real time reporting Multiple PBXs Self Service Optional (Premium) Multi-site Optional Call Recording Optional Third Party Optional WFM Optional 6120 Optional Quality Monitor Optional Third Party Optional Multi-channel E-mail, FAX, SMS, Call Back © 2006 Avaya Inc. All rights reserved. Optional 6110 Avaya Proprietary and Confidential E-mail, Web, Call back 28

Customer Interaction Express Calendar of Activities and Training © 2005 Avaya Inc. All rights

Customer Interaction Express – Avaya University Training CIE Sales Curriculum Main courses CIE Design Curriculum Sales – 3 web based courses (5 h) – Instructor led courses (3 -4 h)* – 1 level Assessment (1 h) 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 (5 h) – 4 classroom courses (8 days) – 2 Assessments (1 h ½) Customer IT – 3 classroom courses (6 days) – 1 web course (2 h) CIE Implement Curriculum CIE Customer Curriculum Product Authorization – PA - Sales: Customer Interaction Express – PA – Design: Customer Interaction Express – PA – Implement: Customer Interaction Express * Not Avaya University Note: AES training required Enabling you to be the best! © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 30

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

Activities Timeline - 2007 January February March April Localised Versions Product GA Italian/Spanish English/Fr/Ger Regional Campaign Deployment Marketing Master. Class CIE – Toolkit Sales KT 27 Feb – 1 March CC World - Germany 15 March – 21 March Cebit - Germany 3 -5 April SECA - FRANCE 5 March – 8 March Voice. Con – U. S. AR / PR EMEA Avaya Website / Tools (PMC) Insider KT Field Coms © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 32

Sales Enablement Materials Value to the Partner Educate/Prepare /Train Why should I sell? • Sales Knowledge Transfer • Partner Briefing Presentation • Technical Presentation Create Demand Closing the deal How to sell? Why should the customer buy? Customer Facing documents • Sales • Marketing • Customer positioning guides • Cheat Sheets • Competitive analysis matrix templates for channels • Flash demo • Forum in a Box material • • Presentations Brochures Offer definition Competitive TCO/ROI tool Online Demo Financial Offers Case studies Analyst Reports White Papers EMEA Marketing Launch Q 2 -07 © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 33

Customer Interaction Express - Training: Basic Sessions Level Assessment – Product Authorization (1 h) CIE Workshop incl. Function and Handling (4 days) Basic Statistic, Monitoring and Task Reporting (1 d) Functions and Handling E-Mail (2 days) Classroom Course Basic Functions , Handling Voice & Voice Control (3 days) Installation and Implementation (2 days) Core Assessment (30 mn) CIE Background Sales (2 h) Web Based Course System Architecture and Installation (3 h) CIE Sales Story (1 h) Customer Interaction Express Overview (2 h) Sales © 2006 Avaya Inc. All rights reserved. Pre-Sales Post Sales Avaya Proprietary and Confidential Customer IT 34

Customer Interaction Express - Training: Advanced Features Assessment (30 mn) Multiple Servers (1 day) Assessment (30 mn) Networking (1 day) Assessment (30 mn) Extended Task. Flow, Task Reporting & Voice Control (3 days) Classroom Course Assessment (30 mn) Dialer (2 days) Update and Projects (3 h) Sales © 2006 Avaya Inc. All rights reserved. Pre-Sales Post Sales Avaya Proprietary and Confidential Customer IT 35

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 CUSTOMER INTERACTION EXPRESS Sophisticated, skills-based routing – Fast implementation Flexible, common administration and – Easy to management – Evolves with business – Real-time information and historical reporting Works in your IT Environment – Platform-independent – Pre-integrated solutions – Microsoft-based © 2006 Avaya Inc. All rights reserved. Avaya Proprietary and Confidential 36