1. Automated Voice and Multimedia Services with Avaya Aura® Experience Portal

2. Market Trends and Dynamics
Customers Evolving Fast
Adoption of web, mobility, social media
Social networking eclipses in global reach
New Customers Are Different
Expect instantaneous service, instant gratification
Far-reaching impact of individual experiences
The Contact Center market is changing and is changing rapidly. Changing demographics and ever evolving technology, such as mobility, the web and social networks are driving a revolution in the way customers communicate.
60% of Americans say they interact with companies on the social web
93% believe a company should have a presence in social media
85% say they should not just be present but also interact
56% report a stronger connection when they do interact
These changes are creating a major opportunity to create differentiated and distinctive customer service. Avaya is enabling its customers to evolve their solutions to lead in the revolution in customer care.
If you add the information from the Nielsen Global Online Media Landscape, that states that Social Networking has overtaken in global reach with 68% vs. 64%, we can come to the conclusion that new customers are different.
This change in customer behavior and the new economic realities require a revolutionary approach in customer care and require it now!
Experience management through context based communications is the answer to our customers demanding evolutionary solutions.
Differentiate Your Customer Experience
Change creates opportunity for distinctive service
Avaya provides solutions to manage the experience

3. Consumers Driving Massive Change
Customer Satisfaction Risks are Increasing
Demographics are Changing
Interactions are Changing
Demographics are Changing: “This economic recovery…will be shaped by the values of tech-loving Gen Y, and to a lesser degree, affluent members of Gen X”
NEW users have different expectations than traditional segment
Social networking and viral information sharing beyond the contact center
Instantaneous (proactive) care and instant gratification
High touch personalized experience through new channels
Empowerment (self service)
Interaction are changing: From 2010 to 2012, voice customer contact will decline by 11%, while chat, web, and social media will grow rapidly to fill the gap
NEW interaction channels are emerging and expanding beyond contact center
Expectation of end users
To reach business how and when they want to (including SMS and Social Media)
Consistent experience across channels
Customer care organization challenges
Increasing customer satisfaction of lower cost channels
Staffing and managing new channels appropriately
Customer Satisfaction Risks are Increasing: 92% of consumers form an opinion about a company’s image through their interaction with the Contact Center
NEW level of CSAT expectation requires real time insight and action
Knowing customers choice of how to be served and managing the experience
Understand the “whys” causing poor customer satisfaction and dynamically adapt in real time
Futureproof operations & infrastructure for flexibility to easily evolve with customer expectations
The VALUE of Any Interaction Is Defined By Its CONTEXT
Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail; Webtorials Editorial/Analyst Division; and Yankee Group, 2009, McKinsey 3

4. Addressing Your Business Requirements
Business Operations
End Customer IT
Flexible services based architecture – runs on commodity HW and standard Linux OS
Open standards for lower cost integration and customization
Multi-purpose platform supports multi-channel inbound/outbound
Lower TCO from common management and administration streamlining application delivery and platform management
Improved first contact resolution
Service customers across additional channels
Consistency across assisted and automated services and workflows
Lower service costs delivering context based interactions for higher containment rate within self service and potentially shorter handle times within assisted calls
Personalized, consistent cross-channel experience
Seamless handoff between assisted and automated service
Single view of customer
Consistent experience for inbound and outbound interactions
© 2009 Avaya Inc. All rights reserved. 4

5. How Avaya Can Help Key Needs Avaya Solution Advantages
Improve Customer Satisfaction and Customer Loyalty
Deliver dynamic, personalized wait treatment in queue
Unify customer experience across inbound/outbound
Conduct proactive outreach across phone, , text
Handoff data with call to agent for best caller experience
Reduce Costs and Lower Total Cost of Ownership
Optimize service through lowest cost resources
Simplify contact center infrastructure complexity
Streamline systems and applications management
Eliminate costly pre-route, post-route, data directed routing
Leverage Your Existing Investments
Integrated with Avaya Aura and Avaya Contact Center
Reuse existing MPS and Voice Portal VXML apps
Use Web services for reuse of existing apps and services
Customer satisfaction and customer retention are driving investments in customer service in any business. The Avaya Aura Experience Portal in combination with the Avaya Aura Orchestration Designer provide all the functionality required to orchestrate the customer experience across different media, for inbound as well as outbound and for assisted care as well as automated care. Through Intelligent Customer Routing we can provide relevant wait treatment in a personalized way, enhancing the customer experience and creating great upsell opportunities.
Cost control is a major customer concern as well. Automated context relevant care lowers the cost per contact. With ICR we can reduce the cost for the customer routing in front of the contact center and since we can remove the need for CTI interfaces, we can reduce the complexity, which will have a direct positive impact on the total cost of ownership.
Investment protection is the third customer concern, we recognize often with our customers. We offer a seamless migration path from Avaya Voice Portal to the Experience portal and our roadmap allows NES MPS based customers to migrate at their own pace, while protecting their investment in application development. With the migration to Orchestration Designer and integration of the NES Service Creation Environment, customers familiar with this environment can continue to leverage their knowledge and expertise on SCE, improving the time to result and reducing the cost for training.
Experience Portal benefits clients who seek …
A common platform for inbound and outbound self service applications
A reduction in transaction costs
To lower operating costs and TCO
To speech-enable web applications
To unify call control and support of multiple languages
An open, standards-based architecture
End Customer
Personalized, consistent cross-channel experience
Consistent experience for inbound and outbound interactions
Seamless handoff between assisted and automated service
More meaningful, relevant communications & services IT
Flexible services based architecture
Runs on standard Linux OS and commodity HW
Open standards (SIP, CCXML, VXML, Web services) lower integration & customization cost
Multi-purpose platform supports multi-channel inbound/outbound
Less complex, from
Common management
Administration streamlining
Application delivery
Platform management
Business Operations
Increased first contact resolution through additional channels
Consistency across applications and agents
Lowers cost to serve by context based interactions
Higher containment rate within self service
Potentially shorter handle times within assisted calls 5 5

6. Avaya Leadership in Service Automation
#1 NA IVR/Voice/Experience Portal Systems Market
30+ years in IVR and contact centers
8,000+ systems, over one million ports deployed globally
Customers in virtually all industries & segments
Multi-year, multiple award winning applications
*source: Frost & Sullivan U.S. IVR (Interactive Voice Response) System Markets F658-76
What else sets Avaya apart from its competitors?
Let’s look at Market Penetration
Avaya has the #1 IVR/Voice Portal Systems Market Share in North America, so the customers know they are dealing with an industry leading solution.
With the Nortel acquisition, Avaya services over 50% of voice self service market.
There are more than 8,000 Voice Portal systems with over 1,000,000 ports deployed worldwide
Voice Portal customers can be found in virtually all industries & segments
The customer is ensured we have the experience it takes to provide fully functional system with an excellent return on investment. And when you know that, over 70% of Voice Portal sales are Avaya Partner led, customers can also be sure our channel partner have the experience required.
2004, 2005, 2006, 2007, 2008, 2009 #1 N.A. Market Share Leader*
2005, 2006, 2007, 2008, 2009, 2010 Garter MQ Leaders Quadrant
One of industry’s original solution providers
Globally available in over 60+ countries
40,000+ systems installed since 1985
First to offer speech recognition – early 1990’s
Nuance Partner of the Year 2009 & 10
VoiceXML Expertise
Originally a mid-1990’s Bell Labs research project called Phone Markup Language
Presently active member of VoiceXML Forum & Browser Certification initiative
Some of the largest Enterprise VoiceXML deployments in world: Bank of America, GE Money, AETNA,

7. What Avaya Customers Have Achieved
Delivering an Exceptional Experience at the Lowest Cost
10%
30%
Fewer calls routed to agents despite 11% increase in traffic
Faster time to market by via reduced provisioning time
30% 5X
Fewer agents to meet or exceed performance goals
Faster application deployment compared to legacy system
Note: Results based on customer success with Avaya Voice Portal 5.1 or earlier 7 7

8. Avaya Contact Center Vision Personalized Experience Management
BUSINESS INTELLIGENCE
PERFORMANCE MANAGEMENT
SERVICE ORCHESTRATION
Assisted Voice Services
Assisted Multimedia Services
Web
Services
Fixed, Mobile, Social
ENTERPRISE WORK ASSIGNMENT
Automated
Voice Services
Inbound & Outbound
Automated
Multimedia Services
Inbound & Outbound
Business Processes & Applications
At a macro level, service delivery today is characterized by a series of disconnected experiences
Avaya has primarily played in both assisted and automated voice services
In the past 12 months, we have aggressively expanded our multimedia capabilities (e.g. Avaya Aura Contact Center, Avaya Proactive Outreach Manager)
Our vision is to further expand our capabilities to enable end to end experience management
Beyond the steps that we have already taken with the portfolio, there are a number of significant and committed innovations intended to solidify our play as a new class of enabler of holistic and differentiated experiences:
For the most part, Contact Centers have primarily focused on work distribution based on optimized media routing (mostly voice); end to end experience management requires a significantly more sophisticated work distribution model capable of handling a variety of data types, media, modes, inflows, and outflows; Avaya refers to this capability as Enterprise Work Assignment, and it will first be introduced to the market in November 2011
The next important innovation planned has to do with the orchestration of the combined automated and assisted services that create an experience; like with Enterprise Work Assignment, this level of orchestration must be able to transcend media, mode, and state; moreover, it must be able to openly interface with an enterprise’s web services, business processes, and applications; Avaya is already a leader in this emerging segment of the market with products like Avaya Voice Portal and Avaya Dialog Designer; in June, the company will take another significant and important step forward with the introduction of Avaya Aura Experience Portal accompanied by a new service creation environment to be named Avaya Orchestration Designer
Customers are expecting to be able to extract rich information in real time from their service delivery practices; with that said, the third layer of innovation is focused on performance management; it is in this layer that real time reporting, analytics, workforce management, and workforce optimization resides; moreover, Avaya’s aggressive integration of all of these capabilities will complement an enterprise’s business intelligence platforms; in November 2011, Avaya will introduce Avaya Aura Performance Center; this new platform will deliver a powerful, scalable, and open data warehouse ready to leverage and share intelligence with other enterprise platforms; it will also enable significantly expanded reporting customization capabilities; lastly, the Avaya Aura Performance Center will embrace and extend our existing reporting and analytics platforms (CMS, IQ) protecting our customers’ investments
The introduction of Avaya Aura Experience Portal, Avaya Orchestration Designer, and Avaya Aura Performance Center will complete the first generation of the Avaya Aura Contact Center Suite; however, these new products only mark the early stages of the execution of our vision; we anticipate that the implementation of our vision will take place over the next two to seven years; subsequent release enhancements, and new products will focus on delivering the capabilities, level of integration , and scalability required to succeed in the emerging experience management market
2010 Avaya Inc. All rights reserved.

9. The Avaya Aura® Contact Center Suite Delivering Personalized Experience Management
IVR
Web
Chat
Automated Experience Management
MMS
SMS
Video
XML
Voice
Agent Environment
Performance Management
Assisted Experience Management
End to End Services
Reporting
Analytics
WFO
Avaya Agile Communication Environment (ACE)
or CS1000 9

10. Orchestrating a Superior Customer Experience
2nd Chance Self Service
Enterprise Call Routing
Call Back Assist
Revenue in Queue “Ad Space”
Proactive Outreach
Joe Consumer
Customer Connections Mobile (iPhone/Android)
Agent Joy
Packaged Applications
Advanced Wait Treatment
Video Kiosk and Video Self Service
Speech Enabled
Enterprise Skills Selection Service
Target KPI’s
Productivity
Effectiveness
Behaviors
Quality
Customer Sat.
Agent Sat.
Cost
Revenue
Experience
Portal
Self-Service
A Set of Services as Building Blocks to Differentiate the Customer Experience
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved. 10 10

11. Automated Voice and Multimedia Services
Experience
Portal
SIP
POM
ICR
Outbound
Voice
Text
E Mail
Customer
Applications
Event Notification
Payment Reminder
Inbound
Customer
Voice
Product Promotion
Contact Center
(as needed)
Subscription
Renewals
Product Support
Experience Portal is a key element of the Avaya Experience Management Framework. The Value of any customer interaction is defined by its Context. The context is built in all phases of a customer contact and is persistent throughout the interaction. Any information collected during a customer interaction is captured, maintained and made available to all participants in the interaction and will be stored for use in future contacts. All this is done with one purpose: provide the best customer experience possible at the lowest cost.
In many contact centers inbound and outbound are combined, both for agent based, assisted care and automated care. Orchestrated Experience Management is about unifying inbound self service and outbound customer care to anticipate end customer needs and take action pro-actively where possible through lower cost channels, such as and SMS..
Reduce cost by sending interactive alerts, status changes, appointment reminder messages through lower cost channels and reduce inbound call traffic and throttle up outbound to “fill” inbound volume dips.
Increase revenues and margins by automating mass personalized cross- sell / up-sell campaigns
Create “opt-in” campaigns to promote new products and services, upgrade eligibility
Create personalized self service options and advertizing for customers waiting in the queue.
Improve Customer Satisfaction by proactively satisfying anticipated customer needs
Personalize messages and make contact based on customer communication preferences.
Corporate Directory
Ordering and Payments
Orchestrate phone, , SMS text outbound and phone and video inbound interactions – all from one platform 11 11

12. Introducing Avaya Aura® Experience Portal
What is It?
Software platform for orchestration of automated voice and multimedia services
Customers
Value Proposition
Coordinates delivery of best possible multi- channel customer experience at the lowest cost
Simplifies contact center infrastructure complexity reducing total cost of ownership
Speech
E Mail
Text
Video
Social
Aura®
Experience Portal
Key Enhancements
Latest generation of our industry leading, multiple award winning Avaya Voice Portal
Includes Intelligent Customer Routing option for added service optimization and cost savings
Avaya Aura® Contact Center integration for intelligent agent selection
Wide array of apps: Proactive Outreach, Callback Assist, Speech Dial, many others
A NEW software platform for automating orchestration of the best multi-channel customer experience at the lowest cost.
Latest major release of Avaya’s market leading, multiple award winning Voice Portal
Includes Intelligent Customer Routing option for added service optimization and cost savings
Avaya Aura® Contact Center integration for intelligent agent selection
Let’s have a look at what Avaya Aura® Experience Portal actually is.
Avaya Experience Portal is a Web services based platform that provides multi-channel self service, Inbound and outbound, speech, video, as well as text messaging (with Proactive Outreach Manager). The Experience Portal serves as platform for advanced applications, such as Proactive Outreach Manager and Intelligent Customer Routing. The Experience Portal provides built-in reporting and management features and allows developers to quickly create custom applications using the Orchestration Designer.
The Experience Portal integrates with Avaya Aura®, with the Avaya Aura® Call Center Elite, the Aura® Contact Center and Interaction Center contact center solutions, as well as with the Proactive Contact outbound solution and Avaya IQ reporting.
The Experience Portal runs open standards based applications leveraging SIP, CCXML, VXML, Web Services and it is supported by one of the largest application development ecosystems in the industry.
Aura® Experience Portal is a NEW software platform for orchestration of multimedia customer experience apps that help you deliver the best possible customer experience at the lowest cost. Aura® Experience Portal is the latest major release of our market leading, multiple award winning Avaya Voice Portal.
Platform for both Proactive Outreach Manager and Intelligent Customer Routing
Integrates with Avaya Aura®, Aura® Contact Center, ACCE, Interaction Center, Proactive Contact, IQ
Application level reporting provides configurable alerting for both business and technical users
Runs open standards based applications leveraging SIP, CCXML, VXML, Web Services
Supported by one of the largest development ecosystems in the industry
Single sign-on within Avaya System Manager, ACCCM
Agent Assist
Expert Assist
Self-Service
Contextual
Collaborative
Unified Experience Orchestration 12
2010 Avaya Inc. All rights reserved.

13. What’s New - Avaya Aura® Experience Portal 6
What’s New - Avaya Aura® Experience Portal 6.0 Key Features and Benefits
Key Feature
Key Benefit
Avaya Aura® Contact Center 6.2 Integration
Improves customer experience, satisfaction, loyalty - Seamless handoff of contact and context between automated and assisted service
Intelligent Customer Routing (ICR) optional deployment option
Improves customer experience, agent efficiency, first contact resolution
Lower service costs by optimizing experience through lowest cost service channel
Simplifies and reduces infrastructure requirements resulting in reduced costs and TCO
Avaya Media Server (AMS) integration
Simplifies future implementations with Avaya Aura Contact Center
In the next few pages we will discuss the new functionality in release 6.0 of the Avaya Aura® Experience Portal and we will review what business value that functionality offers our customers.
We will review the integration with Avaya Aura® Contact Center, as well as the optional Intelligent Customer Routing deployment. We will discuss the integration with the Avaya Media Server (AMS)
Finally we will discuss centralization of management for the Experience Portal.

14. Avaya Aura® Orchestration Designer
What is It?
Single design tool for Avaya Aura® Contact Center suite customer experience applications
Why does it Matter?
Accelerates application design and time to market, lowers development costs, and improves your response to what customers want
What’s New?
One tool for design, simulation, maintenance of inbound/outbound self service and AACC scripts
Supports Avaya Aura® Experience Portal, Aura® Contact Center, Voice Portal, MPS, IR
Leverages best practices from Avaya Dialog Designer and SCE for Contact Center
Built on Eclipse open source framework for easier integration with other 3rd party tools
It’s FREE! Ships at no cost with many of our platforms or downloadable from DevConnect
Orchestration Designer, earlier marketed as Dialog Designer is a drag-and-drop environment for development and maintenance of inbound and outbound multi-channel and multi language self service applications for Avaya Aura® Experience Portal as well as Avaya Aura® Contact Center 6.2 and higher.
Orchestration Designer is an Integrated Development Environment (IDE) that enables VoiceXML applications to be built once and the applications can run on all the Avaya Self Service Platforms
Orchestration Designer, along with Interactive Response, is included at no cost with Experience Portal.
Based on the widely accepted Eclipse development framework, an open source forum providing a vendor-neutral development platform and application frameworks for building software.
Orchestration Designer is covered in a lot more detail in a separate set of Knowledge Sessions available on the Avaya LMS.
Use Web services to integrate to other web, enterprise and communications applications
Supports Loquendo and Nuance speech technologies
Integrates to virtually any speech platform through open standards
2010 Avaya Inc. All rights reserved.

15. What’s New Aura® Orchestration Designer 6 Key Features and Benefits
Key Benefit
Single development environment for Experience Portal and Avaya Aura® Contact Center
Improve time to market of new or updated customer experience applications by streamlining service creation design, deployment, management
Single tool for Media Processing Server, Voice Portal, and Interactive Response applications
Single recommended design tool for design, deployment and management of legacy applications
Not additional tools required for migration of AAOD applications to Aura® Experience Portal
Flexibly install - AACC Scripting Contact Center Module only, AAEP Development Self Service Module only, or combination of both
Efficient and consistent workflow design for assisted and automated customer service
Addresses potential organizational need to separate design for assisted and automated customer care applications
MPS application support
Lowers migration cost from MPS developer to OD
Improve design proficiency in a mixed MPS developer/AAOD environment
Application Simulator support for 3rd party speech engines (ASR/TTS) through MRCP
Improves quality, reduces rework time/cost, improves time to market of applications, particularly in more complex environments
2010 Avaya Inc. All rights reserved.

16. Experience Portal Architecture
Campaign and Customer Data
Intelligent
Customer
Routing
Media servers
Experience
Portal
Manager
Server
E Mail
SMSC
Text
Voice
PSTN
Campaign Management
SMS Gateway
Media servers
Proactive
Outreach
Manager
Experience Portal Media servers
VoiceXML Interpretation
Call Classification
Telephony
Admin/Configuration
Licensing
Reporting
Database
Components
Media servers
Multimedia processing
VoiceXML session manager and video service
Experience Portal Manager
Up to 5,000 concurrent sessions on up to 30 MPP servers per system
Cluster multiple systems for larger deployments and manage centrally
Web Application Server host
Separate or customer-provided
VoiceXML and CCXML scripts to MPP servers
Experience Portal
Live Agent
(only as needed)
Application Server
(existing or new)
Orchestration Designer Apps VoiceXML Apps
CTI Apps
Orchestration
Designer

17. Management and Administration
Centralized management
User and system maintenance
System configuration
Monitoring and alarming
Multi-tenancy
Application and systems reporting
On-demand and custom report creation
Report scheduling & delivery
Open database and published schema for 3rd party access
Integration with Avaya IQ and Operational Analyst
Also covering ICR and Proactive Outreach Manager
Four Functional Areas Addressed by VPMS
User Management
System Maintenance
System Configuration
Reporting
On-demand Reports based on
Call Detail Records
Session Detail Records
Application Detail Records
Performance
Custom Report creation
Report Scheduling & Delivery
Automatic running and delivery of reports via , RSS Feed and/or SNMP
Database open and schema published for:
Access for custom reporting
Integration with Operational Analyst

18. Avaya Automated Voice and Multimedia Apps
Avaya Platforms
Avaya Solutions
Open 3rd Party Development
Experience Portal Web services based software for multimedia inbound/outbound self- service
Intelligent Customer Routing Dynamic self service and load balancing
Wide range of high value industry and horizontal apps from our certified Avaya Partner ecosystem
Proactive Outreach Manager Automated outbound speech, , SMS campaigns and alerts
Supports latest web and multimedia communications standards
Orchestration Designer Unified application design for multimedia agent and inbound/outbound self service
Callback Assist Immediate/scheduled call back over web, mobile, speech
Fully featured, Eclipse-based Orchestration Designer tool provided FREE
Media Processing Server Highly reliable traditional VoiceXML and speech IVR
Speech Dial Individual or group auto attendant
Embed and reuse existing web, CRM and enterprise service apps
Avaya Analytics
Healthcare Patient Assist Interactive patient, clinician and hospital experiences
Integrate into existing web, CRM, and enterprise IT environments
Self Service Optimization Real-time analysis of customer data and experience
Leverage your existing web and enterprise IT and developer skill set
Customer Connections Mobile iPhone/Android apps tied to contact center
Tie into virtually any enterprise or service provider with standard SIP
Customer Connections Web Web-based voice and video response, video kiosk, 3G

19. Traditional vs. Intelligent Customer Routing
TNT
Eliminate X
PSTN
PSTN
Move in Front
Pre-Route
Pre-Route
ICR powered by Experience Portal PG PG PG
Avaya
Aura®
ACD
ACD
ACD
SIP GW
IVR
IVR
IVR
ACD
ACD
ACD
CTI
Every call costs money with take back and transfers
Every call takes up ACD ports even if only completed in the IVR
Parallel networks for pre-route and CTI
All calls stay on-network with no PSTN costs
Free up ACD ports, reduce maintenance, and reduce complexity
Eliminate all parallel CTI networks 19

20. ICR Deployment Options and Models
In addition…
All that, plus…
Caller identification, self service on AVP
Intelligent load balancing across ACDs using real-time operational and business data
Leverage distributed ASM model
Transport call context data on SIP header
High-redundancy within a single datacenter
Resiliency across multiple locations
Wait treatment on either VP or CM
Duplicated infrastructure within a site
High scalability and reliability
Single-CM
Multi-CM (Single Datacenter)
Multi-CM (Multiple Datacenter)

21. Intelligent Customer Routing
PSTN 1
Customer contacts the contact center
Contact is queued at the edge; ICR interrogates Routing Module for routing instructions with SIP message context
Routing Module sends updated policy based route; ICR routes to best site selection
Call context is delivered via SIP to contact center representative
SIP 2
ICR
Application 3
CC Site 1
CC Site 2
CC Site 3 4
CM 5.0 4 4
Agents / screen-pop
Agents / screen-pop IQ 21

22. Proactive Outreach Manager
Software application for creation and management of automated outbound phone, , text campaigns and communications
“Hello Mrs. Jones, we are calling today to alert you about a pending charge to your account…”
Runs on Experience Portal or Voice Portal
Reduce Costs by sending interactive alerts, status changes, appointment reminder messages
Reduce labor costs by proactively serving customers through lower cost channels
Reduce or shape inbound call traffic
Increase Revenues and margins by automating mass personalized cross-sell / up-sell campaigns
Create “opt-in” campaigns to promote new products and services, upgrade eligibility
Improve Customer Satisfaction by proactively satisfying anticipated customer needs
Personalize messages and make contact based on customer communication preferences
Proactive Outreach Manager simplifies creation, execution, and management of outbound self service campaigns helping businesses reduce costs, capture more revenue, and improve customer satisfaction
Reduce costs
Create reminder and alerts campaigns to communicate delays, status changes, reduce missed appointments with high value staff
Lower costs by serving customers more effectively through lower cost channels where preferred and possible
Reduce and shape inbound call center traffic by anticipating customer inquiries and taking preemptive action
Utilizes Avaya Voice Portal as a common platform for outbound campaign management and administration and inbound self service
Increase revenues
Create and execute customized cross-sell / up-sell campaigns to generate new revenue.
Throttle proactive outreach sales campaigns to “fill” anticipated inbound volume dips
Improve customer satisfaction
Serve customers better through lower cost channels not thought possible with live agent outbound dialing
Make contact based on customer’s channel preferences
Proactively satisfy customer service needs
Conduct customer satisfaction surveys
Reduce risks, costs, improve responsiveness
Improve service response and customer satisfaction by bringing outbound services in-house and gaining control over priorities and campaign timing, and sensitive customer data.
“Thank you for your order! Sign-up for updates and special discounts at today!”

23. Speech Dial Call a person or department without having to know number
Callers may be internal, external, or both
Avoid locking names to numbers
Optimal dialog to maximize connection rate and minimize time-to-connection
Dialog is the solution
Usability is highest priority
Doesn’t replace the operator, but automates routine inquiries
Defer to a real operator if necessary
Runs on Experience Portal
Ultimate aim: replace dial tone with Speech Dial Tone

24. Callback Assist
Offer callers option to be called back (immediately or at a requested time) by CSR without losing place in queue
Levels call traffic without adding agents, reduces wait times and related toll charges, improves customer experience
How does it Work?
During peak call volumes, announces estimated wait time and presents callers option for a callback
Integrated with the Avaya Aura® Contact Center suite
Leverages CMS, IQ or OA reporting
Supports both CTI and SIP environments
Solution Description
Allows customers to determine interaction with call center
Proven method to level traffic without adding agents
Time tested applications and interfaces
Leverages CMS reporting to make operational decisions
Example – Details applicable to any scenario or vertical
Customer needs or wants to speak to an agent
Customer is offered a call back option
Customer selects when to be contacted at their convenience
Solution determines appropriate agent based on business rules
Makes call automatically without agent intervention
Customer Value
Completely integrated with Avaya’s Contact Center Platforms
Levels traffic by moving calls into the valleys of agent productive time to meet SLA’s, at all times, without adding staff
Reduces overall wait times and related toll charges
Provide for a better caller / customer experience - Empowers the customer
Installs easily in only a few weeks with accelerated ROI based on volume 24

25. Video Kiosk and Mobile Video Self Service
“Across the Counter” Customer Service with Customer Connections Video
Align to meet business objectives
Extend service at the branch and the home
Video self-help, wait-treatment, 2-way collaboration
Customer Initiates Query
Self Service
This example of a financial branch shows multiple ways to do self service, through a kiosk or web connection
Consumers can receive video self-help, wait treatment, and 2-way collaboration
Service can be escalated to a video agent with two way video through contact centers
Agents can share video, documents and web pages to aid the conversation and support
2-Way Conference Video
Agent shares:
Video
Documents
Web Pages

26. Application Development

27. Avaya Aura® Orchestration Designer 6.0
Eclipse
Avaya Aura® Orchestration Designer
AACC Scripting
AAEP Self Service
Call Flow
Prompt
Contact
Router
Data Cards
Connectors
Grammar
Navigator
Outline
Problems
Simulation

28. Avaya Aura® Orchestration Designer 6
Complete Development and Simulation Environment for Speech and Video Applications
Supports
Aura® Experience Portal
Aura® Contact Center
All other Avaya self service platforms MPS (VXML), IR (VXML), VP
Combines the best of
Dialog Designer
Service Creation Environment (SCE für CC)
Extensible (Pluggable Data Connector)
Available at no cost with AACC, AAEP und MPS
Download through avaya.com
Based on Eclipse Framework
Integration with development tools of other vendors.
Orchestration Designer can be used to develop AACC work flows, as well as to develop applications for the Experience Portal and all other Avaya Automated care solutions, such as Voice Portal, MPS and Interactive Response.
Orchestration Designer, along with Interactive Response, is included at no cost with Experience Portal and Avaya Aura Contact Center and is also available as a free download from avaya.com
Based on the widely accepted Eclipse development framework, an open source forum, Orchestration Designer provides a vendor-neutral platform and application framework for software development.

29. Create your own integration with Pluggable Data Connectors
Create Experience Portal connectors
Reusable, lower cost of application development
Simplifies integration in many cases such as:
Packaging complex web services
Integration for systems without web services
Third party connectors
Developers can license their PDCs
Supports
Items on Data node palette for data connectors.
Custom variable types; items on Variable Editor palette
Runtime framework integration MQ
Interface MQ
Connector
These PDCs can be created by developers, for their own use, but also as a licensed product they make available for other application developers.
A PDC can provide programming elements in palettes within the graphical developer interface. This way developers can use these elements through drag and drop. PDC specific variables are also accessible through the GUI on the Variable Editor palette.
Connector examples:
To other Avaya products (Interaction Center, CTI, Proactive Contact, Avaya IQ)
Connectors to "other" CTI or ACD systems. (i.e. Genesys, Cisco, etc).
3rd party backend services (MQ, 3270, SMS, Fax, , etc.)
Web Service and Database nodes
Build complete applications on PDC base leveraging VP/EP capabilities
Proactive Outreach Manager, Intelligent Customer Routing

30. Product Strategy and Roadmap
Next Generation Platform
Expansions
Assisted Experience Management
Performance Management
Automated Experience Management
Contact Center Suite
Avaya Aura WFO
Avaya Aura Performance
Center
Workflow Analytics
Avaya Proactive Outreach
Manager
Proactive Virtual Agents
Avaya Aura Experience Portal
Extended Agent Desktop
Avaya Social Media Manager
Avaya Orchestration Designer
Video-Enabled Mobile Contact: Agents, Supervisors, and Customers
Content for 2012+:
Workflow Analytics: Refers to the measurements and metrics collected from our workflow-driven environment; we will be able to leverage the data to not only make adjustments to agent behavior in real or near-real time, but my linking to other business process, our level of insight will increase significantly, and thus, our enterprise-wide value
Extended Agent Desktop: The agent desktop must be optimized for collaboration with customers, other agents, supervisors, experts, etc.; this item refers to the emergence of a Flare personality for the agent user experience; it will incorporate the Customer Connect (a.k.a. ThinCall) capabilities developed by the EP&T team, as well as Flare principles, into the agent experience; we will also develop role-based agent desktop extensions; for example, an agent desktop developed for a subject matter expert that leverages a mobile device (smartphone or tablet) to participate in the contact management environment
Video-enabled Mobile Contact: Refers to the incorporation of video into the contact management process with an initial optimization for the mobile environment given the expectation of millions of enabled devices; the treatment of video will vary depending on the role (agent, supervisor, or customer)
Vertical Workflow Templates: Development of industry-specific workflows that could be easily customized and activated within an Avaya-enabled environment (e.g. health care – drug interaction alerts, pandemic alerts; financial services – collections, new offer campaign, new offer test campaign)
Proactive Virtual Agents: Combination of our proactive outreach, workflow, and social media management capabilities; development of virtual agents capable of listening, filtering, and proactively taking action on target events (e.g. automated conversation-like tweets, chats, etc.); these types of agent experiences remain primarily reactive, and require human intervention; we are arguing that the capabilities can extend to the proactive realm; Gartner recently predicted that in 24 months 20% of the Facebook population will be non-human (e.g. you will friend your bank’s customer service department)
Complete Hosted-Enabled Delivery Option: Self-explanatory; refers to the fact that in 2011 we plan to only offer some of the components as cloud services through partners; in 2012+, we will include the entire portfolio
Avaya CC Control Manager
Avaya Aura Contact Center with Enterprise Work Assignment
Complete Hosted-Enabled Delivery Option
Avaya Aura Contact Center
Delivered
2011
2012+

31. Innovation and Investment Protection
Applications
Design Tools
Hardware & OS
Network
Media Processing Server
VoiceXML MPS Developer
Dialog Designer
MPS Developer
SCE
SUN H/W Solaris OS
Analog, TDM
Voice Portal
VoiceXML
CCXML
Dialog Designer Dynamic VoiceXML and CCXML Apps
Industry standard X86
Open Linux OS
IP, SIP
Experience Portal
Orchestration Designer
Dynamic VoiceXML and CCXML Apps
Industry standard X86 Open Linux OS
Preserve Application Investment, Migrate with Full Functionality
Avaya Customers (IR and Voice Portal)
Experience Portal, Voice Portal & IR share common VoiceXML/MRCP resources
Applications written in Dialog Designer and Orchestration Designer run on either platform without modification
NES Customers (MPS and ICP)
VoiceXML applications written in MPS Developer or Orchestration Designer supported within Experience Portal
MPS Developer applications can continue to run on MPS. Migrate to Orchestration Designer/VXML and Experience Portal over time.
Recommendations
Build all new applications in VoiceXML/CCXML
Dialog Designer offers built in integration for CTI, Proactive Contact, etc. reducing time / cost to develop applications
Evaluate legacy (TAS or Peri) applications to find potential candidates to enhance with new platform capabilities
Avaya Customers (IR and Voice Portal)
Experience Portal & IR share VoiceXML /MRCP resources
Orchestration Designer Applications run on either platform
IR license transferrable to AVP license at no added cost
VoiceXML apps written in SCE EP/VP
With minimal modification
Peri apps run on MPS
MPS/ICP licenses can be migrated to AAEP licenses
ICP license offered at no cost until Aug 2012
Build all new applications in VoiceXML /CCXML
Evaluate legacy (TAS or Peri)
Keys to Our Approach
Portable, reusable VoiceXML applications
Common technologies and components
Common application creation environment
Platform upgrade entitlements 31

32. Ensuring Value Delivery & Success
Avaya Professional Services
Business Communications Advisory Services
Technical Advisory Services
Self-Funded Roadmap
Identify and qualify business improvement strategies
Identify requirements through structured discovery & review
Unite business needs and technical capabilities
Align with key stakeholders
Includes architecture design reviews, network migration analysis, and more
Recommendation on design, approach and solutions that deliver best-in-class capabilities
Prioritizes roadmap which delivers savings to help fund future investments
Assess and prioritize business needs
Discover and quantify cost savings opportunities
Implement and measure 32

33. Avaya Professional Services - Self Service
200+ Consultants Globally
Solution Architects, Speech Consultants
>100 Lead Developers and Developers
Quality & Testing resources
Custom Application Support Consultants
Technical Project Management
Pre Sales
Discovery
SOW Support
Scoping
Pricing
Client Meetings
Delivery Architecture
Consulting
Design and Architecture
Technical Assessments
Speech
Engineering
VUI Design
Grammar Development
Usability Testing
Tuning
Voice Talent Coaching
Implementation
Advanced Technical Integration
Provisioning
Development
Unit Testing
Integration Testing
Custom Application Support
Software & Custom Applications
Quality Assurance
The APS Global Self Service Team consists of more than 200 experienced Consultants worldwide, including Solution Architects, Speech Consultants, Developers, Quality and Testing resources, as well as Custom Application Support Consultants. In addition, APS provides with a large number of experienced Project and Program Managers worldwide.
Some of the key areas where the APS Global Self Service Team has proven expertise are:
Strong vertical expertise: deployed applications for Financial Services, Insurance and Real Estate, Health and Human Services, Hospitality, Public Sector, Retail, Transportation and Public Utilities, and many others.
Customer seamless integration of Self with Assisted Service Applications.
Multichannel integrations, including voice, , SMS (Short Message System), video and web chat.
Integration into different Customer’s backend systems, including various databases, web-services, sockets based and terminal emulation, etc.
Applied experience with industry standards (VoiceXML, SRGS, SISR, etc), speech recognition (including various ASR/TTS and Speaker Verification vendors), linguistics and multi-language environments, and various human factors.
Outbound Automation (including various Applications using Avaya Proactive Outreach Manager and Proactive Contact).
Intelligent Customer Routing (ICR) customizations.
End to End Solution Testing
Load/Stress Testing
Performance Monitoring

34. Why Avaya? Why Experience Portal?
Improve customer satisfaction
Unified inbound/outbound self service
Phone, video, text, automation
Reduce your costs
Expanding self-service option lowers cost
Eliminate infrastructure complexity
Simplify service design
Open standards, shared components
Reduce expense, accelerate time to market
Maximize your investments
Open standards platform
License and application portability
Migration and upgrade incentives
Experience Portal and Orchestration Designer address client business needs in a number of ways.
First, they address the need to reduce service costs through the introduction or expansion of self-service options.
Next, they improve customer satisfaction. Experience Portal’s inbound and outbound self-service allows customers to get simple requests taken care of quickly, and it frees up contact-center agents to handle more complex issues. Phone, video, text, and automation lets clients differentiate their business by providing a superior customer experience.
Clients also need to maximize investments. Experience Portal uses open standards to preserve, protect, and extend use of existing platform and application investments.
Finally, Experience Portal provides a simplified application design, which, through its open standards and common components, reduces the time and expense of application design, validation, and deployment. Web Service wizards help employees integrate databases, build workflows, synthesize speech, record phrases and prompts, and more.
Why Experience Portal?
“ALL in One” platform – inbound and outbound, any media and mode, enterprise and contact center routing, notification and alerts
Highly scalable, easy to setup and manage
Industry unique high availability architecture
Enterprise wide license reallocation
Comprehensive, centralized reporting and alarming
Out-of-the box no added cost operational reports
Fully featured development tool at no added charge
Software and application investments protected

36. Avaya Aura Experience Portal Media Server Roadmap
Experience Portal Manager
AMS
Nortel VXML Interpreter
MPP
Avaya Voice Browser
Common Voice Browser
Experience Portal Manager
Common Voice Browser
AMS
Experience Portal Manager
AMS
Nortel VXML Interpreter
MPP
Avaya Voice Browser
AACC Basic Ports
AMS
Avaya Voice Browser
MPP OR
AAEP 6.0
(Phase 1)
Common Administration & Management &
Tooling
AAEP 7.0
(Phase 2)
Common Voice Browsers
AAEP 8.0
(Phase 3)
Full Media Server Convergence
2011
2012
2013
2010 Avaya Inc. All rights reserved.