Leading Technology Innovation in Hospitality Enhancing the Guest

Leading Technology Innovation in Hospitality Enhancing the Guest Experience Consultant Webinar September 17, 2009

A Few Hospitality Customers © 2009 Avaya Inc. All rights reserved. 2

Frost & Sullivan 2008 Reports: Avaya #1 Hospitality 4 Avaya rated as #1 in Hospitality in APAC Market share of 28%-sales of $37. 7 Million for 2007 4“Avaya’s strategy of integrating different technologies is well founded. The trend of evolving from a relatively isolated voice system to a communications portal, integrated with multimedia and room control functions for instance has added much value to communication systems. This is only possible if the system runs on a standard protocol, which is exactly what IP solutions aim to achieve. ” - Moaiyad Hoosenally, Frost & Sullivan Industry Principal © 2009 Avaya Inc. All rights reserved. 3

Avaya Hospitality Integrated Property Ecosystem Solutions (H-IPES)

Hospitality Integrated Property Ecosystem Solutions (H-IPES) In Room Entertainment System • HD Video on Demand • Music on Demand • Pre-record TV program • Retrieve Guest msgs • Push info from IP handset to IPTV HD LCD TV (Room & Bathroom) In-Room Building Management System Intelligent Minibar System Control Devices • Lighting • Temperature • Curtain • Multi. Media devices • DND/EMS devices • Check out notify TV Setup Box AM/FM Stereo Radio DVD Player Call Accounting System XBox Restaurant Reservation Hotel POS System Hotel PMS System Wired/Wireless Internet Access Application on the Room Telephone • Communications Services • Instant Services • Information Services • Web Services • Guest Comments • Help Menu • Welcome Screen • Promotions Page Avaya CM -Mobiles, call centre, 700+ features. Redundancy, privacy Contact Center -SMS, Fax, Email, web chat -Distributed Messaging -Unified, Me-rules (find-me, notify-me, call-me) -Audix/LX RFID to track Staff’s position Avaya Communications System & Contact Center & Messaging Guest Profiling System Wireless/RFID system to track guest preferences Geofencing to track VIP limo’s location Dispatch Devices for staff Emergency system msg broadcast © 2009 Avaya Inc. All rights reserved. 5

Hotel Applications and Systems - Partnering 4 PMS – Agilysis LMS, Springer Miller, Micros Opera, Galaxy, etc… 4 Facilities Management System – Maximo, Espresso, etc … 4 Call Accounting – FCS, SDD Jazz, Metropolis, etc … 4 Voicemail – FCS Win. Voice, Innovations, Du Voice 4 Data Warehouse Systems – Blue Martini, IGT Mariposa, Custom SQL Based, etc … 4 Guest Tracking Applications – Hot. SOS, FCS, Custom, etc … 4 TV Set Box – Cool Connect, NXTV, Guest. Tek, etc … 4 Room Control – Inncom, Control 4, Crestron, AMX etc … © 2009 Avaya Inc. All rights reserved. 6

Avaya Hotel Platforms

IP Office 500 Communications Server Partnering with Du-Voice for Hospitality Features and Voicemail 4 Up to 384 users Modular 4 Just add as you grow Scalable 4 Network up to 32 sites Reliable 4 Proprietary OS; No moving parts 4 Go pure IP or the right mix you desire Versatile 4 Get IP value only where you need it & 4 Save energy where you don’t need IP Hybrid Technology “Green” 4 Complete set of menu-driven tools, including audit trails Easy to 4 Administer moves, adds or changes – locally or remotely Manage 4 Real-time remote diagnostics made easy 4 Get IP Office alarms via SNMP and E-mail Smart, Built-in Value 4 3 -Years of Hardware Support 4 Today - Free Software Upgrades 4 Integrated, customizable firewall & router 4 Open; Easy to integrate with other applications Built-in 64 Party X 2 Conference Bridge © 2009 Avaya Inc. All rights reserved. 8

Communication Manager Built-in Hospitality features Guest Privacy / Call Coverage Wake Up Services 4 Auto Selection of DID numbers 4 Daily Wake Up 4 Automatic Wake Up (multi-lingual) 4 Custom Selection of DID PMS 4 Do Not Disturb 4 Dual Wake Up 4 Direct PMS Interface 4 True Bridged Calls in the room 4 VIP Wake Up 4 PMS digit to 4 Multiple redirect Call Coverage insert/delete 4 Crisis Alert Stations Simple Dialing Options 4 Dial-by-name 4 Automatic Crisis Alert Monitoring and Recording Room Status 4 Housekeeping status 4 Attendant room status 4 Alphanumeric Dialing 4 Check-in/Check-out 4 Single digit dialing and 4 Name Registration mixed station numbering 4 Suite Check-in/check-out © 2009 Avaya Inc. All rights reserved. 9

Avaya Communication Manager Media Servers Avaya S 8500 Media Server Avaya S 8300 Media Server Avaya S 87 x 0 Media Server Media Gateways LAN/WAN Connectivity G 700 Optional S 8300 Media Server G 650 Media Gateway 10 G 350 G 250 © 2009 Avaya Inc. All rights reserved. 10

Avaya Aura in Hospitality

Avaya Aura™ Architecture Application System Manager VM MX VP CM App Application Platform Media Servers Connection Application Platform HES Avaya Aura Core Session Manager App Service Providers SIP Presence SIP Trunks TDM Trunks SBC Avaya one-X® endpoints Access 3 rd Party PBXs o o o Avaya CM Branch 3 rd Party Avaya G 860 endpoints CM Standalone © 2009 Avaya Inc. All rights reserved. 12

Avaya Aura Roadmap Next generation CC Contact Center platform Avaya Aura™ Voice 2. 0 applications Dynamic agent Short voice and video messaging Agentless CC Communication Manager Application Enablement Voice controller Presence Session Manager Skype Network Communication organizer and analyzer Skype carrier Meet. Me Collaboration Suite System Manager Carrier Network Inter-enterprise video conferencing Room-based video Guest Media Hub GMH Personal computer Smartphone with docking station Terminals and clients tightly integrated with infrastructure © 2009 Avaya Inc. All rights reserved.

Traditional Model of Guest Communications PMS CRM MM MX CAS IC VP POS Hospitality Enablement Staff @Hotel Guest @Road Back of House @Hotel Internet CM Unified Content Guest @Property One-X UC SES/ASM Guest @Room © 2009 Avaya Inc. All rights reserved. 14

Future model of Guest Communication Cloud Services Back of House/Corporate Enterprise Applications Reporting Analytics Tagging Centralized Management ERP SCM Enterprise Service Bus App. Ent DBs Desktop Apps … App. CM Feature Server … SIP Application Server Aura User App. Other SAAS Service Provider Network DBs CSCF HSS Policy Sec Voice Portal PDF Media Servers SBC Softswitch/ BGCF/ MGCF SGW AAA MGW Internet ISDN/DSL/ Wi. Fi Wi. Max Cable Hotspot Carrier Data Network Mobile Network PSTN PLMN 2 G/2. 5 G/3 G S 87 XX/SES 3 rd party infrastructure Legacy Resort wired, wireless … New Resort Road Warrior © 2009 Avaya Inc. All rights reserved. 15

What is the Avaya Guest Media Hub? 4 i. Phone look and feel 4 Softphone on device with dual speakers 4 Full motion streaming video for messaging, Video Concierge, Property Tours 4 In-room controls - temperature, lights, blinds, IPTV, alarm clock 4 F&B ordering and multiple languages 4 Checkout/review/approve bill 4 Always on – Facebook, You Tube, Twitter, Google Mail 4 Stock quotes, Weather, Airport Info, Radio 4 Brand or property specific applications customized to provide your unique guest experience 4 SIP based endpoint/ ”netbook” 4 Modern Flash and HTML platform 4 Co-op advertising and revenue generation potential 4 USB port 4 Apps store with ability to “push” applications and 4 Ethernet port and built-in WI-FI report analytics on guest app usage, frequency, and the capability to bill for use of games or services during their staff 4 IM from room to room, IM from staff to guest(s) 4 Total four DECT handsets per device for five phones total 4 Capacitive touch display 4 Linux O/S © 2009 Avaya Inc. All rights reserved. 16

Avaya Technology and Industry Hotel Ratings

Hotel Rating Example Criteria – AAA Solutions to meet the star rating of a hotel Guest Rooms • Multiple or Cordless Telephone • High Speed Internet Access Guest Services - Reservations • Reservations accepted 24 hours, either at property or through central reservation system • Phone promptly answered within three rings Guest Services – Wakeup Calls • Service number is answered within 3 rings Concierge • Concierge service number is answered within 3 rings Guest Rooms • Expanded phone features such as pre-programmed dial keys • Fax machine Guest Services - Reservations • Reservationist anticipates guest needs • Promptly sends written confirmation Guest Services – Wakeup Call • Live, personal call received within 5 minutes of requested time • Message includes time of call and pertinent information such as weather © 2009 Avaya Inc. All rights reserved. 18

Hotel Rating Example Criteria – Mobil Solutions to meet the star rating of a hotel Service Detail • The time from arriving at the reception area until registration is complete does not exceed five minutes • Room service is delivered within 30 minutes • Room service order is delivered within five minutes of quoted time • Wake-up call is personalized with guest’s name and time of day • Wake-up call is delivered within two minutes of requested time Service Detail • Overall service is flawless from initial reservation call to departure service • Twenty-four hour room service is available, including hot food • Each guest room has three phones, including one in the bathroom © 2009 Avaya Inc. All rights reserved. 19

Setting the Standard for Luxury at Wynn Resorts and Encore Las Vegas Brief The Wynn Las Vegas-Encore system is the single largest IP hotel deployment in the world, with approximately 24, 000 stations of which 8, 000 are IP phones. Only Casino Resort in the world that is both Mobil 5 star and AAA 5 Diamond rated. Also, the only property in Las Vegas with the Michelin Five Red Pavillions award Challenge Need a communications solution to empower staff to drive customer loyalty Intelligence Created Automated personalization of guest room experience through tight integration of hotel registration applications with communications solution Speeding responsiveness to guests by empowering staff with information, mobility and speech access IP color screen phones in every room with analog phones and fax machines © 2009 Avaya Inc. All rights reserved. 20

Renaissance Montgomery Hotel, Spa, and Convention Center • Montgomery Alabama • 346 hotel rooms, European Spa, • 103, 000 sq. foot convention center ü Delight guests & empower staff to drive guest loyalty ü Exceed Guest Expected Experience ü Converged Solution for Voice, Video, & Data Wireless IP phones in rooms that guest can carry around the property. • Responsiveness to guests by empowering staff with real time information, mobility and speech access • Touch Screen Color screen phones in guest rooms to check stocks or flights, or make spa reservations. • Integration of TV and Phone endpoints to leverage applications • © 2009 Avaya Inc. All rights reserved. 21

Thank you © 2009 Avaya Inc. All rights reserved. 22