1. Avaya Aura® Experience Portal
Kay Phelps
Senior Manager
Contact Center Solutions

2. Agenda Market trends Avaya Aura® Experience Portal
Service creation tools
Applications and value
Evolution to Experience Portal
Q & A 2 2

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
Future-proof operations & infrastructure 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. 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
Statistics are from the Wescom Credit Union case study
One of the largest credit unions in the country. Over 100K calls/month.
Quote:
“We have a responsibility to our members to control our expenses, and during the economic downturn, it has became particularly important to focus on lowering our costs and making certain that people’s inquiries are addressed in the most effective way possible,” Guilford said. “Person-to-person transactions are especially suitable for things such as loan applications and complex questions that are really critical to people. Many other issues can be handled very easily, and at less expense, through our online home banking system, iPhone Mobile Banking application, or ATMs.”
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 4 4

5. Addressing Your Business RequirementsIT
Business Operations
End Customer
Personal and consistent cross-channel experience
Seamless handoff between assisted and automated service
Single view of customer
Consistent experience for inbound and outbound interactions
Flexible services based architecture – 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
Improve first contact resolution
Service customers across additional channels
Consistency across assisted and automated services and workflows
Higher containment rate within self service, shorter handle times within assisted calls
IT:
Flexible services based architecture – 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
Business Operations:
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
© 2009 Avaya Inc. All rights reserved. 5

6. Avaya Self Service Solutions Philosophy
Speech is key
Avaya Contact Center integration
Open standards support & modularity
Integration & reusability
Manageability
Investment protection
1. New level of consistency, value in Speech Apps.
2. IPT as a differentiator – integrated w/Vectors, integrated to switch, advanced call control in future. Tight integration to IC- workflow integration
3. VXML 2.0 support, H.323, SIP support as std. Java, and web services standards. Avaya leading.
4. Key for partners, ISV’s. Re-usability of modules.
5. Break-through on management functionality. How do we simplify 1 or 1000 ports easily. How do we breakdown the complexity. Some components designed to be ‘self-healing’. Low manual intervention.
6. Will discuss investment protection later. How customers can invest in Avaya self-service today, and migrate forward
Speech is Key
Central to Avaya’s value of Communicating to the Customer
Delivers genuine value and benefits to business and end customers
Avaya Contact Center Integration
Integration across Avaya communications products
Open Standards Support & Modularity
Support for VoiceXML, MRCP, VoIP
Software focused; increasingly modular approach
Integration & Reusability
Focus on application enablement for customers and partners
Modular components that are extensible by customers and partners
Manageability
Tools to manage multiple complex applications
Monitoring, logging, reporting
Investment Protection
Preserve customer investments in applications and software

7. How Avaya Can Help Key Needs Avaya Solution Advantages
Deliver dynamic, personalized wait treatment
Unify customer experience
Proactively reach out - phone, , text
Send data with call to agent
Improve Customer Satisfaction and Loyalty
Optimize using lowest cost resources
Simplify complexity of infrastructure
Streamline management
Eliminate costly pre-route, post-route
Reduce Costs and Lower TCO
Reuse existing VXML apps
Integrated with Avaya Aura Call Center Elite and Avaya Aura Contact Center
Leverages Web Services for reuse
Leverage Existing Investments
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 up-sell 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.
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 7 7

8. Introducing Avaya Aura® Experience Portal
What is It?
Software platform for 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 TCO
Speech
E Mail
Text
Video
Social
Aura®
Experience Portal
A 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.
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). 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.
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.
Platform for both Proactive Outreach Manager and Intelligent Customer Routing
Integrates with AACC, 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
Key Enhancements
Latest generation of our industry leading, multiple award winning Avaya Voice Portal
Includes Intelligent Customer Routing option
Avaya Aura® Contact Center and Call Center Elite integration
Wide array of apps: Proactive Outreach Manager, Callback Assist, Speech Dial, many others
Agent Assist
Expert Assist
Self-Service
Contextual
Collaborative
Unified Experience Orchestration 8
2010 Avaya Inc. All rights reserved.

9. Avaya Aura® Experience Portal Highlights
Open platform runs VXML and CCXML applications
Based on Web Services
Standards compliant
Software solution on commodity servers
Highly scalable and available architecture
Dynamic licensing and registration of endpoints
Unique automatic license recovery and failover
Scales to 5000 ports per system
Cluster systems for additional scale
Modular “Appliance like” media processing platform
Single point for administration, management and reporting
Easy to setup and administer
CCXML - or Call Control XML - is the W3C standard markup language for controlling how phone calls are placed, answered, transferred, conferenced, and more. CCXML works hand-in-hand with VoiceXML to provide a 100% standards and XML based solution for any telephony application.
VoiceXML was designed to be a dialog control language and it does that quite well. While VoiceXML does support basic Call Control features via the <transfer> tag, those features are in fact too basic for many telephony applications. Because of this limitation, vendors looked at adding Call Control to VoiceXML using several different approaches. Some companies added robust Call Control support by extending VoiceXML while others created their own Call Control languages. While these solutions provided enhanced Call Control support they were incompatible with each other and did not address all of the Call Control scenarios reviewed by the W3C. VoiceXML controls the presentation of media inside of calls. It uses a model based on forms and transactions that occur in a linear fashion - a model that works very well for user-driven voice interfaces. Call Control uses a model based on events and commands that can occur at any time. The fundamental differences in these models made it very difficult - if not impossible - to deliver robust Call Control inside of VoiceXML itself.
Additionally, many W3C members and telephone industry leaders wanted a language that could be used outside of VoiceXML itself. While only some phone calls require automated voice interaction, every phone call requires Call Control. As a result, CCXML could end up being used and supported by everything from PBXs to the telephone switches that run the phone network itself. The W3C Voice Browser Working Group decided to tackle Call Control and came up with a set of comprehensive requirements that address the Call Control needs of almost all voice applications. After reviewing those requirements several proposals were submitted. CCXML is the result.
VoiceXML 2.1, CCXML, 1.0, SRGS, SSML. EMMA, SISR, MRCP v1 & v2, SRTP, RTP, H.323, TLS

10. Why Web Services? Leverage existing web services and applications
Reduce TCO
Provide consistent customer experience
Deploy new services quickly
Deploy new applications and services at a lower cost
Use standard interfaces
We mentioned Web services a bit earlier. Why are web services so important in this application development environment? Well, web services can simplify the development of new applications. Using web services within applications leverages already available intelligence on the network and combines it into new tools in a very short period of time and at a lower cost. One can think of the use of Outbound Web Services for notifications and alerts, Event Web Services to provide external control of call behavior, Application Reporting Web Services to support integrated reporting or Proactive Outreach Manager web services for campaign throttling.
As you can see we can build highly sophisticated applications by simply combining available web services.
But there is more. Web services also minimize dependency on proprietary hardware platforms and remove the dependency on the actual backend servers and transport methods. Applications become a lot more portable and provide common user interfaces, making them easier to learn and to use for the end-user.
And all this through standards based mechanisms and interfaces, providing optimal investment protection.
For our customers this means lower cost and quicker time to market. Using the SOA or Service Oriented Architecture, which makes services available through standardized web interfaces, customers can add new features to applications in a very simple way. Administration and management become a lot easier as well with the use of web services.
All these aspects help our customers to reduce cost, while creating and maintaining sophisticated applications, supporting the business quicker and more effectively.
Support distributed architecture with web services
Secure communication for management of a distributed system
Simplify application integration
Consumption of web services
Orchestration Designer automates discovery and integration of SOAP/XML/WSDL from .NET, Java, legacy integrations
Provide web services to other applications
Outbound Web Services for notifications and alerts
Event Web Services for external control of call behavior
Application Reporting Web Services to support integrated reporting

11. Management System Web Based Administration & Reporting
Functional Areas
User Management
System Maintenance
System Configuration
Reporting
On-demand Reports
Call Detail Records
Session Detail Records
Application Detail Records
Performance
Database schema published
Access for custom reporting
Integration with Avaya IQ
Integrates with Avaya Contact Center Control Manager

12. Roles Based Access Enables distribution of responsibility
Allows operations to be visible, invisible, read only or read/write
Supports tenant controls
Group any combination of operations as a custom role
Business user monitors reports
Application administrator can change menus and prompts
Management staff deals with alarms
Tenant controls in EP is more around organizational roles-based access control which allows an enterprise to control who has visibility and read and/or write within the experience portal manager.  
2010 Avaya Inc. All rights reserved.

13. Reporting Four types of reporting Each has detailed and summary views
Call Detail
Session
Application
Performance
Each has detailed and summary views
Managed application reporting
Proactive Outreach Manager
Intelligent Customer Routing
Each has detailed and summary views
Call Detail
Provides data on a Call basis
Generated in Media Server as part of call handling
Session
Provides data on a VoiceXML/CCXML session basis
Generated in the Media Server as part of VoiceXML/CCXML session
Application
Provides data on an Application basis
Generated by the VoiceXML/CCXML application
From Orchestration Designer or Application Reporting Web Service
Performance
Platform performance data from Media Server and Experience Portal Manager
Managed Application Reporting
Proactive Outreach Manager
Intelligent Customer Routing

14. Make Changes Without Programming
Make changes to certain application parameters within an Orchestration Designer-developed application
Examples: announcements, messages, dates/times, hours of operation, etc.
Changes are made from within the Experience Portal Manager
Does not require complex development skills
Makes basic on-the-fly changes to existing applications possible without requiring time consuming and expensive developer resources
Make changes to application parameters from Experience Portal Manager
Examples: announcements, messages, dates/times, hours of operation, etc.
Does not require complex development skills
Basic on-the-fly changes without time consuming developer resources

15. Management Tools Simplifying ongoing management
Errors and Alarms
Ability to control delivery and severity on every alarm code
Support SNMP, , delivery to Avaya services, SYSLOG
System Backup
Scheduled and on-demand backup
Install and Update
Silent install and updates of MPP software
Rolling upgrades of Experience Portal software
MPP = Media Processing Platform, a major component of VP/EP, which is where the VXML & CCXML browser reside and media codecs - G.711, G.729
We expose to EP Management Portal console over 100 alarms that are accessed in main admin screen. Customers get to manipulate severity level of each of them, according to whether you deem it important.
You can determine whether each of these alarms causes notification if alarm occurs. Could do one or more of the following:
Generate
SNMP alarm
Send alarm via SAL
Trigger SNMP alarm to Avaya maintenance
Could write a message to the system log

16. Experience Portal Multi-Site Management Single point of administration, management and reporting
Consolidated management across all sites
Drill into management for each site
Consolidated Reporting across sites
AAEP
Cluster
Database
Single
License
Pool
For multi-site management and reporting the system can be configured with a single license server configure, and reconfigure the licenses for operational and failure considerations.
Each system can stand-alone and operate autonomously in the case of failure in WAN connectivity or with other sites.
Each system writes its status and reporting data into a centralized database to provide centralized management and reporting. This enables :
Consolidated management the entire system though a single view.
From that view the user can drill into specific configuration at any site.
This then also enables centralized reporting of all the sites.
PCI-1
PCI-2
PCI-3
PCI-1
PCI-2
PCI-3
PCI-1
PCI-2
PCI-3
PCI-1
PCI-2
PCI-3
Site 1
Site 3
Site 2

17. Automatic Media Server Failover Leveraging the Dynamic Nature of SIP Telephony
VXML Licenses: 100
SIP Endpoints 100
SIP Trunk
Route to IP endpoints
1-200
Media
Server
Web
Application
Server
(Websphere,
Tomcat, WebLogic)
LAN/WAN
PSTN/SIP
SIP
ASM
SIP
EPM
-OAM&P
-Reporting
-SNMP
Databases
Web Services
VXML Licenses: 100
SIP Endpoints 100
VXML Licenses: 200
SIP Endpoints 200
VXML Licenses: 100
SIP Endpoint 100
VXML Licenses: 200
SIP Endpoint 200

18. Application Development and Service Creation
Orchestration Designer
Open standards based tool for design and maintenance of your apps and workflows
Value Proposition
Accelerates application time to market
Reduces development costs
Background and Capabilities
Leverages best practices from Dialog Designer and SCE
Built on Eclipse open source framework for easier integration with other 3rd party tools
Supports Experience Portal, Avaya Aura® Contact Center, Voice Portal, MPS, IR
Provided at no cost, optional MRCP interface license priced separately
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 and CCXML applications to be built once, and the applications can then run on all the Avaya Self Service Platforms.
Orchestration Designer 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.
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.

19. Application Development Environment Enabling Speech Development
Complete speech application development, testing and deployment
Live call-flow highlights where application is executing
Debugging and scripting
Set breakpoints and tracing
Simulate application behavior
VoiceXML browser support.
Prompt & grammar management
Web Services via WSDL integration wizard
With Orchestration Designer you have a complete development and simulation environment with all the required tools.
This allows developers to create applications and then run them on their desktop/laptop without having to deploy them to an Experience Portal.
As part of this the developer can set breakpoints and script the behavior. They can simulate the application behavior without a complete data and speech environment.
The VXML browser support provides a simulated telephony layer for touch-tone entry, speech recognition results and telephony events.
This allows developers to test and simulate the application without having to get into the lab and make calls and look at log files.

20. Orchestration Designer Design, Develop, Simulate, Deploy, Manage
2. Generate
application code
1. Graphically build call flow, caller
prompts, grammars using Wizards
5. Servlet generates VoiceXML processed on IR or Voice Portal
3. Simulate using embedded VoiceXML browser
VXML/HTTP(S)
Experience Portal
MPS
Voice Portal IR
J2EE App Server
DD Application
4. Deploy Java servlet to J2EE Tomcat or WebSphere 20

21. Experience Portal Enabling the Applications Suite
Packaged Applications
Automated Service (Proactive Outbound)
Call Back Assist
Enterprise Call Routing (ICR)
Customer Connections Mobile (iPhone/Android)
Multi-modal (text message, , web chat)
Advanced Wait Treatment
Ultimately, Automated Experience Management, built on the Voice Portal platform, allows the deployment of many automated services to provide inbound and outbound self service using the media, language, and device of the customer’s choice.
Part of the proposition of ICR is unifying customer experience – we’ve been using this chart to help convey unification of customer touch points with the enterprise – all managed and executed from a single unified platform
ICR enables businesses to sustain a highly productive customer service environment that can be used as a key marketplace competitive differentiator. Here are some of the innovative ICR solution capabilities that can be used to support a differentiated customer experience.
• Intelligent call handling – Personalization begins at the moment a call arrives and the call is integrated immediately with customer data capabilities. Natural language speech intelligence is used to quickly determine caller and subject identification and is aligned with customer preference driven communications.
• Optimal resource selection supports self service or assisted services as needed.
• Advanced Wait Treatment – ICR supports each caller based upon information intelligently gathered from many different data resources, so individual attention can be administered while customers wait in queue for live agent assistance.
Up-sell/cross-sell to increase revenues.
Information gathering to get additional information necessary to pass to the agent, reducing total length of call.
Personalized enhancements such as filling in missing information identified by profile and business rules provide advantages.
Callback options when queue lengths exceed a set duration to ensure customer wait times do not create frustration.
Offer opt-in services such as proactive alerting (i.e. for billing) creating value based on a customer’s specific needs.
Customer Connections Web Video - Collaboration
Speech Enabled
Experience Portal
Self-Service
Video Self Service (IVVR)
Unified Automation Platform for Deployment of an Array of Services
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved.
© 2009 Avaya Inc. All rights reserved. 21 21

22. Intelligent Customer Routing An application using Experience Portal
Intelligent Customer Routing (ICR)
Caller segmentation and wait treatment using real-time data
Sits in front of switch
Business Value
Intelligent self service customer entry point
Improves agent efficiency and first call resolution
Simplification and lower TCO through standards and consolidation
Contact center virtualization and intelligent load balancing across ACDs
Preserves existing investments
Intelligent Customer Routing (ICR) helps contact centers to improve caller segmentation and to provide personalized wait time treatment. ICR can help customers to reduce pre-contact center customer routing by eliminating cost for take-back and transfer, while providing intelligent load balancing across multiple contact centers, and enhancing redundancy.
ICR originally was an Avaya Professional Services organization offering. From release 6.0 the basic ICR functionality is included with Avaya Aura® Experience Portal.
Improved caller segmentation will lead to improved contact center productivity and enhanced first call resolution. The personalized wait treatment helps to improve customer satisfaction and provides personalized up-sell opportunities to help increase contact center revenues.

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
Ultimate aim: replace dial tone with Speech Dial Tone

24. Proactive Outreach Manager Runs on Experience Portal or Voice Portal
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…”
Reduce Costs
Proactively serve customers through lower cost channels (interactive alerts, appointment reminder messages, etc.)
Reduce or shape inbound call traffic
Increase Revenues and margins
Automate mass personalized cross-sell / up- sell campaigns
Create “opt-in” campaigns to promote new products and services, upgrade eligibility
Improve Customer Satisfaction
Proactively satisfy anticipated customer needs
Personalize messages and make contact based on customer preferences
Proactive Outreach Manager is an app that runs on EP. It 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.
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25. Intelligent Customer Routing
Experience Portal Orchestrates Inbound, Outbound Services for Best Possible Experience
Avaya Aura®
Experience
Portal
SIP
Proactive Outreach
Intelligent Customer Routing
Voice
Text
E Mail
Applications
Customer
Event Notification
Payment Reminder
Contact Center
(as needed)
Product Promotion
Outbound
Subscription
Renewals
Inbound
Voice
Video
Mobile
Customer
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 advertising 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.
Product Support
Corporate Directory
Ordering and Payments
Orchestrate multi-channel inbound and outbound interactions – all from one platform 25 25

26. Callback Assist Reducing the Customer Downside of Call Queuing
In queue, customers have two basic choices:
Wait for an agent to become available
Terminate the call
Business implications of either choice are undesirable:
Customer irritation and loss of good will
Abandon transaction and seek competitive alternative
With Avaya Callback Assist, customers can:
Get immediate callback when agent is free
Receive a callback at date and time convenient for the caller
The Downside of Call Queuing
Although most center managers would readily acknowledge the importance of handling customer calls quickly and effectively, it is a rare center that can always have the needed number of agents on-duty to completely eliminate the possibility of call queuing.
The business downside of forcing customers into queues is well understood. Faced with little choice other than waiting for an agent to become available or terminating the call, customer responses typically range from irritation and a loss of good will, to a decision to abandon the call altogether and seek a competitive alternative. Clearly, none of these outcomes are conducive to customer satisfaction and retention.
A Better Approach
As a long-standing contact center market leader, Avaya has had the opportunity to help tens of thousands of businesses choose and implement customer support solutions that drive stronger center performance and higher levels of customer satisfaction and retention.
For businesses wanting to provide an improved customer experience during peak calling periods, we recommend Avaya Callback Assist -- a highly effective solution for giving customers greater choice when encountering a queue. Instead of a presenting the customer with a “hold or disconnect” decision, Avaya Callback Assist enables the contact center to offer customers the option of a callback, either immediately when the next available agent becomes free, or at a later date and time that is convenient for the caller.
Eliminate the “Hold or Disconnect” Decision
Improve Customer Satisfaction and Retention
Agent Staffing
Call Volume
© 2009 Avaya Inc. All rights reserved. 26

27. Customer Connections Mobile Multi-Modal interactions
iPhone navigation example
Customer Connections Mobile enables customers to request customer service using their mobile Smart Phone. This solution provides the ability to extend IVR logic and Callback Assist capability to the mobile Smart Phone.
The customer navigates the Smart Phone menus which guides them through self services tasks. If escalation to an agent is needed, the customer is enabled to request assistance and provide additional information regarding their issue and the customer is provided back an estimated wait time for callback leveraging Callback Assist 3.x or later.
Technical Support
Type of Issue
Basic Troubleshooting
Description of Problem 27 27

28. Mobile Self Service via Orchestration Designer
Application initiates a dialog request
DialogStart?app=CustomerServiceApp
Please select from one of the following options:
<prompt “Main Menu”/>
<option Payments/>
<option Balance/>
<option Tech Support/>
</prompt>
Payments
Balance
Tech Support
<selection>
<Tech Support>
<\selection>
Reporting
Tech Support Menu
Internet
Avaya Aura® Experience Portal
<prompt “Tech Support Menu”/>
<option Internet/>
<option Hardware/>
<option Sound Issues/>
</prompt>
Hardware
Sound Issues

29. Video Kiosk and Mobile Video Self Service
“Across the Counter” Customer Service with Customer Connections Video
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

30. Protecting Customer Investments
Portable, reusable VoiceXML applications
Common application environment – Dialog Designer/Orchestration Designer
Common VoiceXML browser in both IR and VP/EP
SS+U upgrade entitlements from IR to Voice Portal
IR and VP/EP able to coexist in single environment
Conversant
Interactive Response
Voice Portal/AAEP
Applications
VoiceXML Native Script
VoiceXML Native Script
VoiceXML, CCXML
Design Tools
IVR Designer TAS, VoiceXML
Scriptbuilder TAS Applications
Dialog Designer Dynamic VoiceXML Applications
IVR Designer TAS or VoiceXML
Dialog Designer Dynamic VoiceXML and CCXML Applications
Hardware & OS
Avaya Software and Hardware
SUN H/W and Solaris OS
Industry standard X86 Open Linux OS
Network
Analog, TDM
TDM, VoIP
VoIP
VoiceXML browser is the application interpreter on the media server.   Voice XML is a standard that defines how a caller interacts w/ a platform and an application so the EP platform will fetch pages of VoiceXML from an application (e.g. An Orchestration Designer app) and then interpret/execute that VXML.   The VXML page will have instructions like "play prompt X" and "collect 4 digits", etc.. 30

31. Protecting Customer Investments
Portable, reusable VoiceXML applications
Common application environment – Dialog Designer / Orchestration Designer
Upgrade entitlements to Voice Portal and Experience Portal
MPS
Voice Portal
Avaya Aura Experience Portal
Applications
VoiceXML Peripro
VoiceXML, CCXML
Design Tools
PeriPro Designer
SCE
Dialog Designer
Dialog Designer Dynamic VoiceXML and CCXML Applications
Avaya Aura Orchestration Designer
Dynamic VoiceXML and CCXML Applications
Hardware & OS
SUN H/W and Solaris OS
Industry standard X86 Open Linux OS
Network
Analog, TDM
VoIP
AAOD 6.0 enhances support for MPS
MMF Support
Graphical Shortcuts for handoff to/from MPS Developer applications
Single development environment for all Self-Service platforms
Lowers costs for migration from MPS Developer to AAOD through re-use of MMF announcements
Removes requirement to add additional software or hardware
Proficient design of self service applications in mixed MPS Developer / AAOD application environment
Pass call from MPS Developer  AAOD
Data exchanged
MPS  AAOD
AAOD  MPS
Variables store data exchanged, created automatically
Capture passed data to variables. 31

32. Orchestration Designer: How do I transition?
Side-by-side deployment of OD and SCE applications
Develop new apps with OD
Download from Avaya DevConnect. Resources:
Free training for OD
Forum for questions
Example applications
No licenses required for developing & simulating apps
OD runtime licenses are orderable at no charge
Dialog Designer - development environment for Experience Portal, Interactive Response and MPS
Service Creation Environment (SCE) is an Avaya Aura Contact Center (AACC) programming environment.
Voice Portal & SCE combined into Orchestration Designer.
Here is an outline of potential migration steps
> one principle behind is: new and additional applications should be written with Orchestration Designer.
On the one hand this is the prerequisite for the later migration of apps to the going forward platform.
On the other hand it helps to get familiar with Orchestration Designer, especially for BPs, SI, ISVs.
> The other principle is step-by-step approach, it allows a staged approach, at customer’s pace.
There is no need for a big-bang, to migrate applications and platform at the same time.
So you can migrate the applications first, leave the platform untouched, and at a certain point in time set up VP or EP as the new platform and have the migrated applications run there.
To move from DD to OD, simply import the scripts.
Resources and Licensing:
Dialog Designer download from Avaya DevConnect: -> Register for free membership. Navigate to Products & SDKs -> Orchestration Designer:
2010 Avaya Inc. All rights reserved.

33. 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.

34. Avaya Leadership in Service Automation
#1 NA IVR/Voice/Experience Portal Systems Market
30+ years of self service and contact centers
8,000+ systems, over 1,000,000 ports deployed worldwide
Customers in virtually all industries & segments
Multi-year, multiple award winning applications
*source: Frost & Sullivan U.S. IVR (Interactive Voice Response) System Markets N92C-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.
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,

36. 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
Proactive
Outreach
Manager
Media servers
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

37. 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

38. Avaya Aura Experience Portal August 2011
Theme
Value Proposition
Unifying inbound and outbound automated customer care
Improved customer satisfaction across self and assisted service
Quicker time to market; lower cost to deliver end-to-end applications
Reduce infrastructure and operating costs; establish platform for new services
AAOD for MPS provides investment protection and application portability
New Content
Intelligent Customer Routing as a core feature of AAEP
Integration with AACC for context-enabled interactions
Privacy Manager role for enhanced protection of sensitive data
Call preservation for Session Manager failover
AAOD as single development environment for AACC & AAEP
Additional support for MPS in AAOD
Intelligent Customer Routing – A software based solution that provides advanced queuing and routing capabilities for CCElite. ICR allows callers to be offered self-service and if a call center agent is required, ICR utilizes BSR routing data and a “phantom – or placeholder” call to reserve the customer’s spot in queue while providing wait treatements or 2nd chance self service while the customer waits for an agent. ICR is a core feature of AAEP meaning it has been integrated into the AAEP adminstration, management, reporting and licensing capabilities of AAEP. (More details on advanced wait treatments below).
Integration w/ AACC for context-enabled integrations – AAEP & AACC 6.2 have implemented enhancements to allow the sharing of data as well as call IDs to allow a caller to be serviced by an automated application and/or agent without losing any contextual data. With an AAEP in front model, the self service application can collect data and pass to AACC through either SIP headers or through open networking webservices. With an AAEP-behind model, AACC can conference in AAEP and pass data to the AAEP application through SIP headers allowing the AAEP application to act on information from AACC; the AAEP application can also return data back to AACC through SIP-INFO messages or through webservices.
Privacy Manager – a new role has been created that restricts the ability for users on AAEP to be able to view or enable the finest levels of tracing information (e.g. DTMF signalling) so that sensitive data (account numbers, PIN numbers, etc) could not be obtained through trace logs unless a user with the “privacy manager” role has enabled these features.
Session Manager Failover / Call Preservation - AAEP now supports Seesion Manager 6.2 Failover Group Domain and is able to detect and handle a Session Manager failover and send signalling messages to a different Session Manager in the failover group thus preserving the signalling of in-progress calls that are queued on CCElite.
AAOD as single devleopment environment: Orchestration Designer is the unification of the Dialog Designer tools for implementing self-service applications with the AACC Service Creation Environment for building the assisted service scripts. Now within a single tooling environment, an application developer has the ability to design (or orchestrate) the caller experience across both assisted and automated environments.
Additional support for MPS – AAOD is the development environment for all self-service platforms (AAEP, MPS, VP, IR). To better support the MPS customer base in an evolution to standards and AAOD-based applications, enhancements were added to enable the evolution:
MMF file support – Many customers have large investments in the prompts & recordings and most are in the MPS-specific “MMF” file format. AAOD now adds support for the MMF file format.
Graphical Handoff nodes – Nodes to assist in the handoff of calls & data both to AND from the MPS Developer application and the AAOD application. This allows for MPS customers to begin to evolve applications in pieces (e.g. call trees, menus, etc) while still preserving the investment in existing application.
Localization Bundle MMF support – The AAOD localization bundles (25 languages supported) now can support the MMF file format. Localization bundles provide the audio files and logic to convert application data (dates, time, numbers, currency, etc.) into sets of pre-recorded audio. Previously they only could be used with WAV files, but now can be used on MPS with the MMF audio file format.
Orchestrated Experience Management is about unifying inbound self service and outbound customer care to anticipate end customer needs and take action through lower cost channels.
Reduce Costs by sending interactive alerts, status changes, appointment reminder messages
Reduce labor costs by proactively serving customers through lower cost channels
Reduce inbound call traffic and throttle outreach 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
Improve Customer Satisfaction by proactively satisfying anticipated customer needs
Personalize messages and make contact based on customer communication preferences
Advanced Wait Treatment capabilities in ICR provide a number of compelling opportunities for treating callers in queue: (captive audience)
Second-chance self-service may complete call in self-service during long wait times, helps optimize queue times
Offer cross-sell/up-sell opportunities while caller in queue
Play advertisements – in queue revenue generation.
Positioning
Latest generation of market-leading Voice Portal platform
Unified automation platform to deliver inbound and outbound customer service
Enables dynamic personalized customer experience at the lowest cost
ICR for advanced wait treatments and work distribution

39. Value of Speech in Handling Customer Interactions
Agents
Offshore
Agents
Service
Complexity
Speech
applications
Touch-tone
system
Speech Self-Service: A tried and true method of decreasing labor costs and still maintaining a decent level of customer service is through self-service, especially speech self-service. Companies will be looking to maximize their current investments in speech applications to provide more control to their customers, enabling them to perform tasks without the aid of agents. Furthermore, companies that currently do not use speech applications may be willing to upgrade to a voice processor if a real return on investment can be proven. Companies will be looking beyond the traditional account information, flight schedules, and order status to more sophisticated applications. Events such as 401(K) realignments, opening new accounts, and insurance claim processing are all within the capabilities of voice applications. Companies will also want to use speech applications to help increase revenues. Using a voice processor to segment callers enables companies to drive the less rewarding callers to self-service and offers callers with the most revenue-generating potential a live agent, where a human touch is more effective at up-selling and improving customer loyality.
- Current Analysis, Contact Center Solutions Developers Can Find Silver Lining in Dark Economic Clouds; M. Barbagallo; November 04, 2008
Cost per call
Speech offers a new channel for customer interaction management and business process automation
Architectural control point for influencing the user experience
Builds a solid foundation for future applications
Enables a higher quality experience at a low cost with a compelling ROI

40. Harnessing the Power of Speech Automation - The basic value proposition
Customer demand for increased access to enterprise information
Anytime, anywhere, Higher mobility, wireless phones
Fast, accurate closure, less wasted effort
Enterprises cannot afford to apply more people to task
Enterprises increasing automation
Web and voice self service
More sophisticated contact center routing
Require real-time integration with enterprise data
Speech enables new classes of applications
Speech increases customer acceptance of self service
Speech creates a brand
Speech biometrics provide another factor for authentication
Self service needs to be part of total solution
Integrated with the call center
Leverage existing applications and infrastructure investments
As a service for gathering and providing customer information
Self service needs to be part of total solution
Integrated with the call center
Leverage existing applications and infrastructure investments

41. Legacy IVR Environment
The Evolution of IVR Self-Service From a Telephony Environment to the Data Environment
Circa: Late 20th Century
Considered “Telephony Gear”
Isolation from other customer facing data applications
Custom backend integration to corporate sources of information
Proprietary platform and development environments
Developed along a parallel path to IT
Legacy IVR Environment
IVR (x)
IVR (x+1)
Legacy
System
Telephone
Proprietary
Application
Host DB
MQSeries
ODBC
Host DB
XML
DIP
Platform
Integration
Back end
Port Boards
Port Boards

42. Integration with Web Services Standards based application reuse
Emergence of speech as a preferred user interface
Web Services and Voice XML allow speech applications to leverage existing web investments
Ubiquity of the web has created self service tools, standards and infrastructure
Enable reuse of:
Infrastructure
Applications
Integrations
Programmers
Results in lower TCO, more rapid development and deployment
Customer PC
Customer
Browser
Agent
Customer
Service
Web Services
Customer PC DB
HTTP / HTML
Agent
Browser
Order
Status
XML
Telephone
Host
Customer
Bill
Payment
HTTP / VXML
JDBC
Local DB
Telephone
VXML
Browser
Telephone
Presentation
Application
Back end

43. The Evolving Development Model
Applications moving from proprietary script based model to open standards
Services, such as data integration and CTI move from platform dips to application server
Capabilities such as web services, CTI, IC integration and CCXML editing enable in Dialog Designer
Pre-built, tested and supported integrations lower:
Cost
Time
Risk
HTTP / HTML
Customer
Browser
Telephone PC
Service
Request
HTTP / VXML DB
VXML
XML
Web Services
Local DB
JDBC
Host
Presentation
Application
Back end
Agent
Customer/Partner
Customer/Partner/
Provider
Outage
Status
Billing