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Experience Management The Key To Growth

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Presentation on theme: "Experience Management The Key To Growth"— Presentation transcript:

1 Experience Management The Key To Growth

2 Agenda > > > > > Business Trends
Avaya Aura Contact Center Suite > Emerging Technologies and Applications > Migration and Evolution > Avaya Professional Services

3 The Contact Center Market

4 $4B+ Product Market with $5B+ related Professional Services
Avaya’s Leadership Worldwide Contact Center Market Share (ACD Agents) Gartner Magic Quadrant Leader for Contact Center, IVR and Unified Communications Number One Contact Center supplier in all territories Many millions of agent positions worldwide handling multi-million calls every day More than 90,000+ Contact Centers in over 100 countries Avaya + Nortel 47% Nortel Enterprise 12% Avaya 35% Others 20% Note that next largest compeititor has less than 1/3 of our market share Aspect 4% Genesys 15% Cisco 14% Source: Gartner Group, Calendar 2008 $4B+ Product Market with $5B+ related Professional Services

5 Contact Center Infrastructure, WW
Gartner Magic Quadrant for Contact Center Infrastructure – Worldwide (2009) Magic Quadrant for Contact Center Infrastructure, WW Drew Kraus, Steve Blood, Geoff Johnson February, 2010 Full report is available at The Magic Quadrant is copyrighted by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendor’s measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Avaya.

6 The Top Customer Service Leaders Choose Avaya
The 2010 BusinessWeek ‘Customer Service Champions’ that chose Avaya* 9 of the top 10 * partial list shown

7 Market-Tested Differentiation
Mier Consulting Test Results – July 2010 Comparison of Multimedia Capabilities for CC Midsize Multimedia Feature Avaya Cisco I3 Single Fully Blended Queue 5 3 Multiple Contact Handling 2 4 Context Sensitive Prompts and Auto-Suggest Display Context Driven Buddy Lists of Experts & Other Agents Knowledge base for searching responses Web Based System Wide Administration and Supervision Tool DB lookup or Web service support within the graphical SCE Web services support Scalability of solution across media types "Avaya Aura® Contact Center 6.0 raises the bar in the integration of multiple channels. It offers one of the most effective agent interfaces we have seen in recent years for cleanly blending a mix of voice calls and text-based contacts.” – Ed Mier

8 Market Dynamics are Changing! The Vision and Strategy

9 Today’s Reality . . .

10 Voice is so yesterday - telephony based contact centers are so yesterday
Published Late May, 2010 © 2009 Avaya Inc. All rights reserved.

11 Fact: Demographics Are Changing
Major Customers’ Demographics are Changing with Different Customer Satisfaction Expectations 78M Baby Boomers 25% of population = Generation Y 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) Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s 28% own a blog 44% read a blog 50m tweets per day 55M Generation X 80M Generation Y Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s 11 11

12 Fact: Interactions Are Changing
No Single Interaction Channel: Need to be Proficient in all Channels Percent of Respondents Voice (agent) Fax Voice (self) Web SMS Chat Video Social Media IM 2010 2012 Source: Webtorials Editorial/Analyst Division 12 12

13 56% of consumers report a stronger connection when they interact with companies on the social web 56% report a much stronger connection to the brand. Because you hear me, you’ve listened to me, you’ve engaged with me and you’ve shared something with me, I now feel better about your brand and more connected to your brand. Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

14 92% 85% 73% Fact: Customer Satisfaction Risks are Increasing
Risks are Increasing of Not Providing Expected Customer Experience 92% 85% 73% of consumers form an opinion about a company’s image through their interaction with the Contact Center of Millennials [Gen X and Y] will leave after one bad experience will tell others about their poor experiences NEW level of CSAT expectation requires real time insight and action Customer care organization challenges Bad customer experiences spread like wildfire through the web – need to be able to monitor social web and act 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 for flexibility to easily evolve with customer expectations This is a good place to verbalize Social media – and the viralness of that Put in notes that it could go in facebook so It is not a one to one complaint but a one To many compalint Source: Benchmark Research, Webtorials Editorial/Analyst Division, Convergsys 14 14

15 Fact: Technology Evolution Is A Must for Growth
Lost Data and Lost Context Equals Poor Customer Satisfaction Data 100% 0% -25% Approx half of respondents say up to 25% of data is lost with agent transfers -25% 75% Lost Data and Lost Context Equals Poor Customer Satisfaction Traditional Tech is a barrier to growth The average agent to agent transfer data loss is 25%. Which impacts agent productivity and customer satisfaction And loss of data has a multiplying affect with each transfer Do you know what % of data do you lose during a transfer, do you even know how to measure it in you contact center? Opportunuty to leverage technology to mitigate loss. For each additional transfer you lose an additional 25% the 25% is taken from the previous 25% number 56% Source: Webtorials Editorial/Analyst Division

16 10% 2 in 5 25% 80% 20% of top performers surveyed in 2010 say they plan to leave their current employer within a year of top performers surveyed in 2006 say they planned to leave their current employer within a year of employees are stressed and say work levels have increased of companies believe they deliver a superior customer experience of their customers agree Source for CC Stats: Benchmark Research, Convergsys, Customer Focus Inc Source for Employee stats: 2 in 5 Stat: From November 17,2009 Press Release from based on findings from September 2009 study: Workers revealed a variety of factors that could be contributing to low morale levels. Two-in-five said that their stress level at work is high and nearly half (47 percent) said that their workload has increased in the last six months. One-in-five are dissatisfied with their work/life balance. Link to article : Loss of High Performers stat: HBR May 2010 article quoted in Associate press Article online dated 6/13/2010. Excerpt follows: Studies have shown that worker morale fell during the recession. Productivity rose as companies squeezed more work out of their employees. That points to a reason quits may keep rising: Overworked employees could jump at the chance to switch jobs as new opportunities arise. “There is going to be a mass exodus of the top performers as the economy starts to turn around,” predicts Razor Suleman, a consultant who helps companies retain their best workers. More work, no bonuses About 25 percent of companies’ top performers said they plan to leave their current job within a year, according to a survey published in the May edition of the Harvard Business Review. By contrast, in 2006, just 10 percent planned to leave their jobs within a year. The survey questioned 20,000 workers who were identified by their employers as “high potential.” Companies retained those workers during the recession but heaped more work on them, said Jean Martin, the study’s co-author and director of the Corporate Executive Board’s Corporate Leadership Council. At the same time, employers cut back on awards and bonuses. Now, top performers at some companies are heading for the exits as hiring picks up. It means companies will feel more pressure to retain them. “These rising stars know what they’re worth,” Martin said. “They feel somewhat neglected.” Link to source article: Source: Benchmark Research, Convergsys, Customer Focus Inc., Nov 2010, Harvard Business Review May 2010 © 2009 Avaya Inc. All rights reserved.

17 Fact: Technology Is A Driver Of Labor Efficiency
Technology Enables Labor Efficiency: One Point of First Contact Resolution Improvement Could Drive $1.6B in Labor Savings At 65% of total, labor is the bulk of total contact center operating expense Telecom At $5.6B, Contact Center Technology Products Are ~2.2% of Total Spend Computing Every One Point of First Contact Resolution Improvement Could Drive $1.6B in Labor Savings Labor is by far the largest contact center expense Although technology is a smaller expense it is a key leverage point to address labor cost A specific example is only a 1 percentage point improvement in first contact resolution, enabled by technology, could create 1.6B in labor savings for the industry Its worthwhile time to understand how technology can better serve you to increase your competitiveness ? $160B HR Rent/Facilities Other Source: Global Purdue Benchmarking Report for the Telecommunications Industry

18 believes there is a better way © 2009 Avaya Inc. All rights reserved.

19 Experience Management
Next slide will define Experience Management

20 CC Customer Service Video

21 Experience Management

22 Optimizing for Experience Management
Experience Management Defines a New Model for Customer Engagement Where the Customer and Their Context Is at the Center Consumer Transactions Optimized for Agent Sessions Optimized for SPEED Today, we have over rotated on statistics to the point that we micro manage agents, hence, we are getting to the law of diminishing returns on voice only channels today and not realizing the moral jeopardy we have inadvertently created The agent focuses on time reduction and the fact that a customer call into a call center does not hit the SAME agent again is interesting – If you could do this then it would truly change the behavior of the agents to be truly customer oriented. You would learn a lot about the quality of your Contact Center. Customer service is rapidly transforming, driven by consumer demographics & expectations Customer satisfaction risks are increasing with greater consequences The Key to Growth—differentiate through optimizing end to end experience management across all channels EXPERIENCE 22

23 Evolution to CONTEXT based Enterprise Wide Experience Management
Standalone Voice based Call Centers Distributed Multichannel Contact Centers CONTEXT based Experience Management Stand Alone voice based Contact center - Customer Service Industry has been historically optimized for single transactions and agent speed Traditional processing transactions that are treated individually agents are rewarded individually based on speed Get customer off the phone as quickly as possible Shaving seconds off a call Example agent addresses some of the customer questions doesn’t solve the problem and refers the customer to another department (rewarded for quick call) Transactional metrics include: Wait in queue Average handle time First call (or contact) resolution The traditional approach starts to run into issues when more than one agent (or organization) needs to help support the consumer or consumers engage a brand multiple times through different channels at different times The consumer is expecting for the business to “know them” 2nd agent doesn’t have the context from the first transaction and is required to repeat questions impacting customer satisfaction but customer service organizations routinely do NOT have the “full context” of the consumer or their past interactions. NOT aware of interactions in last 10 minutes There is a significant context disconnect across channels – Self service, voice, , chat, etc. Agent is still measured by speed The end result? A frustrated customer and reduced efficiency Impact on Agent Productivity multiple agents handling multiple siloed interactions, just to solve a single problem/issue Low First Contact Resolution Transfers and call backs affect first contact resolution Poor Customer Satisfaction not satisfied by spending more time than necessary on something that should have been handled on the first contact I didn’t mention that Millennial’s are also impatient CONTEXT BASED EXPERIENCE MANAGEMENT IS - The ability to streamline information, processes and communications to provide a consistent and high value end-customer engagement. Anticipate: by leveraging real time persistent context for proactive engagement Automate: via communications enabled business systems for effective voice and web self service transactions Accelerate: through optimizing agent, expert, self-service interactions across channels for efficient operations Context exists of all sessions over time. knows what just happened in last 10 minutes. And pulls in publicly available social media profile information. Context is leveraged to make more intelligent work assignment to match consumer to agent. Context is available to agent in real time and operation adapts in real time as it learns on the fly Context is available to a subject matter expert (outside contact center) who is brought in to help Context builds over time and is stored for next time customer contacts business to help upsell/cross sell What‘s the benefit of context ? Improved customer satisfaction (retention/loyalty) Incremental revenue (up-sell/cross-sell) Improved Agent Productivity and Reduced Costs Its an opportunity - to differentiate beyond cost We saw that customer service environments are rapidly changing due to demographics. The opportunity/KEY to address the trends and challenges is to focus on end-to-end Experience Management This next phase, evolution that is already underway, is experience management differentiated by context Imagine the possibilities Not about processing transactions it’s about leveraging context driven multimedia collaboration What you get is a session - a continuation of an engagement evolution from transactions (consumer and data are pushed along a process) to collaboration sessions (anchored model) Experts are conferenced (pulled) into the collaboration in any media when needed to address customer needs This could be an expert, or IVR, pushed a video and come back to the SAME agent if you wish Consumers can interact with a corporate brand (customer service organization) with any media/channel they want Measure and care for level of voice – NOT as an adjunct The value of any interaction is always defined by its context Immense amount of knowledge about the customer for a company to tap into - information in databases and customer profiles (social media) Knowing how EACH customer wants to interact, past transactions, and current intent - all can be used to effectively engage and satisfy the end customer If you understand context, you can enable and deliver a differentiated and personalized engagement The “context” is collected, built, and stored in a knowledge database to aid current session and future sessions Value of any interaction is defined by its context 2010 Avaya Inc. All rights reserved. 23

24 Avaya Contact Center Strategy Experience Management
End to End Experience Management Management of end to end experiences for customers, employees, partners, suppliers Immerse the Agent in the Experience Manage, Learn, Apply Bring Full Context to Every Session Orchestrate the Experience Connect & Open the Enterprise Application Integration Consulting, Integration & Support Services Orchestrating assisted or automated multimedia contextual collaboration sessions As companies and organizations plan their evolution to address their changing environment, we believe that relentless focus on Experience Management enabled by the integration of communications, information, and processes is the key to transformation. Experience management requires focus on six (6) core components: Connected/Open Enterprise: Easily and cost effectively integrate communications, information, and processes inside the contact center and across the entire enterprise Application Integration: Integration of real time communications with enterprise applications, information, and processes Orchestrated Experience: Proactively manage all interactions across all media and modes including agent assisted or automated including warm handoffs Persistent Context in Every Session: Collect, grow, and leverage information about the end customer and their environment to improve the quality of every interaction Immerse Agent in the Experience: Unified and contextual desktop to enable agents and experts outside the contact center with real-time information to address customer needs Manage, Learn, Apply: Closed loop process for leveraging historic and real time insights to manage operations and continuously adapt Plus Consulting, Integration, Support + Hosting Services (Hosted Contact Person: Camel, Robert C (Bob) Differentiation based on real time context in every session 24

25 Avaya Differentiation
Are You Experiencing Low First Contact Resolution? Are You Matching The Customers To The Right Resource? Competitors Avaya “Work assignment” is a unique (and #1 differentiator) method of expanding customer service into the enterprise work flow that will provide benefits for customer. Genesys builds similar offerings but relies on dated routing software and requires significant professional services. Avaya’s makes it easy to build reliable and well integration workflows pulling enterprise applications into customer service Work Assignment Contact Routing

26 Contact Routing to Work Assignment
Incremental steps not enough anymore ANI DNIS ACD Skills Routing Other Skills Language ANI DNIS Competitors Match to CC KPI Other Skills Language ANI DNIS Business Advocate Avaya has developed world class capabilities in intelligent call routing. Avaya is transforming ACD based routing to an open software based work assignment model that leverages skills based routing and business advocate capabilities but integrates additional data sources such as real-time end customer intent and value. A few key benefits of the work assignment model include: improved match rates of multimedia contacts to right resources significantly improved processing speeds ability to leverage work assignment beyond the contact center Contact Routing limitations: Best Practices and Benchmarking for Skills and Scheduling optimization has hit the physical and mathematical limits of Erlang C Work Assignment benefits: Shift to Business optimization Business Goals instead of Time Constraints Pooling instead of Queue Lists Enables Avaya and Customer Innovation Extremely High Performance and Scale 1-Day Cycle to implement new strategy Assess multiple variables Smart decisions to match work with best resource Faster processing of data to improve speed of matching contact to resource Self correcting to improve efficiency and effectiveness Leverage experts across the enterprise Expert Presence Customer Intent Customer History Match to CC KPI Other Skills Language ANI DNIS Unique model sets Avaya as innovator in the space Work Assignment Avaya 26 26

27 Avaya Differentiation
Are You Limited by Scale? Are You Having Trouble Getting a 360° View of Your Customers? Competitors Avaya Everybody is talking about “collaboration sessions model” - Genesys, Cisco. However the key differentiator for Avaya Collaboration “Anchor” model . This is a key architectural advantage that should result in fewer dropped calls from routing hand off and the ability to maintain context information on the client throughout the session. Collaboration Sessions Model (Anchor Media) Isolated Interactions

28 ? End to End Customer Experience Poor Customer Satisfaction
Recording Host Data Exchange Customer Specific Data Reporting Insights Expert Assist Persistent Interaction Context SIP Collaboration Session Intra-Session Context Customer Routed to Agent Traditional Routing Model Data Self-Service CTI So let’s review shall we? BAD GOOD

29 Avaya Differentiation
Are You Integrating Business Process for Service Delivery? Are the Processes Communications Enabled? Competitors Avaya While Genesys is also “Integrating Customer Care into Enterprise Processes” Avaya has the ability to do this much more cost effectively and with a more robust and reliable platform. Cisco and other competitors are not doing much in this space. Integrating Customer Care into Enterprise Processes Disjointed Enterprise Processes

30 Experience Management Integrating Customer Care into Enterprise Processes
Nortel Corporate Presentation Interaction Is Intelligent, Adaptable & Personalized Users Productive Interaction Collaborative Engagement Unified Service Creation Avaya Dialog Designer Avaya Aura contact center Web Services Avaya ACE By communications enabling mission critical applications or/and business processes, they become faster, more accurate, and more agile. ACE is software that makes communications relevant to business by abstracting and exposing information to people openly and simply. This leads to a richer user experience and drives higher revenues, greater customer satisfaction, increased productivity and lowers costs. ACE brings all the three elements (End Users, Communications and Applications) together such that Interactions are more productive, engagements collaborative and Business Applications & Processes automated to provide business agility & enhanced customer service. Avaya ACE provides a common open platform for application integration and development Packaged apps plus high and low level toolkits Avaya ACE delivers extended value above Avaya Aura™, AES and multi-vendor CTI Multimodal voice, video, text, SIP and presence Communications Applications Intelligent Automation Infrastructure Protected, Leveraged into New Value Agility, Enhanced Customer Service 30 30 30 © 2004 Nortel 30

31 Avaya Differentiation
Are You Delivering Enterprise Wide, Cradle to Grave Consistent Service? Can You Provide Preemptive Customer Service? Competitors Avaya While other vendors offer Web services, Avaya’s leadership in delivering these simple and open interfaces allows customers to build powerful solutions that cost effectively “Orchestrate The Experience” Orchestrate the Experience React instead of Prevent

32 Experience Management Orchestrate The Experience (React vs. Prevent)
Proactively Managing Multimedia Inbound and Outbound for both Automated and Assisted Care Outbound Voice Text E Mail Customer Inbound Voice Portal Proactive Outreach SIP Self Service Live Agent (as needed) Welcome Aboard Payment Reminder Product Promotion Subscription Renewals Product Support Corporate Directory Ordering and Payments Applications Callback 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 32 32

33 Avaya Differentiation
Do you know what people are saying about you? Can You automatically process social media? Competitors Avaya While other vendors offer Web services, Avaya’s leadership in delivering these simple and open interfaces allows customers to build powerful solutions that cost effectively “Orchestrate The Experience” Integrated Social Experience Isolated

34 Social Media Processing Automating Social Media
Scan and process events from social media using existing Avaya Contact Center infrastructure Standard Media Contact Center Inbound Contact Contact Routing Managed Agents & Experts Social Media Avaya Social Media Manager Generic People on Facebook: More than 500 million active users 50% of our active users log on to Facebook in any given day Average user has 130 friends People spend over 700 billion minutes per month on Facebook Platform Entrepreneurs and developers from more than 190 countries build with Facebook Platform People on Facebook install 20 million applications every day Every month, more than 250 million people engage with Facebook on external websites Since social plugins launched in April 2010, an average of 10,000 new websites integrate with Facebook every day More than 2.5 million websites have integrated with Facebook, including over 80 of comScore's U.S. Top 100 websites and over half of comScore's Global Top 100 websites Mobile There are more than 200 million active users currently accessing Facebook through their mobile devices. People that use Facebook on their mobile devices are twice as active on Facebook than non-mobile users. There are more than 200 mobile operators in 60 countries working to deploy and promote Facebook mobile products Social Media Manager allows you to Gather.. And can get info from an aggregator, e.g. Networked Insights (analyzes trends, uncovers influencers) – go directly to the source of social media site or pull through an aggregator. Analyze in – analysis engine that analyzed and processes interactions and narrows down what to be concerened with/ and integrates actionable items into the cc (instead of everything that mentions Avaya for ex.) This process efficiently and automatically processes social media Discover social context Query known social media accounts Twitter: posts, location, etc. Facebook: posts, posting attributes and resonance (likes/dislikes/comments), user posting behavior and history (also across competitors’ pages), user profiles Leverage internal context Access enterprise / CRM data Integrate customer-specific order history, transaction data, etc. Automated responses and status through knowledge base information Package context information for agent routing Collect same as phone # and during registration Store if discovered by agent Potential match from social data (name, birthday, , phone, location data)

35 Different Types of Social Media
Blogs Social Networks Microblogs Forums Social Media Different types of social media: There are thousands of charts out on the web that pull together all sorts of social media onto a single page. But we created this one to help explain it to companies in a way that I think can help an organization thinking about social media. Blogs are one way of communication, getting your opinion out there, putting out information coming from your company. It is social in that you create a dialogue, but you really own the conversation. On the other side, you have Social Networks which are really two-way communication. A customer or prospect can initiate the conversation, unlike with blogs and micro-blogs. And you have enabling technology like media sharing and video streaming which are again ways of connecting your audience to thoughts and concepts that you have through the use of multimedia, whether it be photographs or PowerPoint decks. Finally, you have more of the experiential forms of social media - virtual worlds and multi-player games where you can really create a unique experience for customers It’s important that you know there is no precise mix that any one company should use. It depends very heavily on the business, but I can certainly say that the top half is what you should be most concerned about, and the ones that have the most relevance to any company today. Media Sharing Virtual Worlds Video Streaming Multi-Player Games Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy.

36 Social Media Conversations
Consumers are interacting on social media… Companies need to be listening! 3 out of 4 consumers use social technology 93% of consumers believe a company should have a presence in social media 60% of consumers say they interact with companies on the social web Forrester, The Growth of Social Technology Adoption, 2009 Cone Business in Social Media, 2009 Cone Business in Social Media, 2009 Avaya Inc. – Proprietary. Use pursuant to the terms of your signed agreement or Avaya policy. 36

37 Avaya Customer Connections Social Media Manager
I supported CJ’s Charity Walk Week #CJ Thousands of items are retrieved based on search results CJet airlines swings to $161M loss in third quarter –bizjournals.com 30% identified as SPAM or irrelevant; 70% identified as relevant CJet voters, don't let a golden opportunity pass us by CJet County Independent Dear reader, are you one who.. If CJet could just play nice & bump me to a later flight this would just uncomplicate things. Of that 70%, 2% are actionable and are routed to agent No joy on 2 CJet flights. Back through security again to mothership 30,000 SPAM items & irrelevant items removed Out of 70,000 relevant items, 1,400 actionable items remain 100,000 Total Items

38 CC Building the Path Video

39 Customer Service Challenge: Customers Need Better Access to Service Reps
CHALLENGES Long waits in queue and high call abandonment rate Inbound contact method limited to phone Agent costs increase quickly as call volumes rise Agents handling routine transactional interactions BUSINESS VALUE Potential to reduce costs through multi-channel; Chat, and self-help are 50%, 30%, and 10% respectively that of voice Lower costs by 25% while increasing customer interactions by 20% Reduce agent headcount by 30% while exceeding performance goals Reduce abandoned call rate from 28% to 11% with enhanced self-service This first scenario is focused on customers not having appropriate access to agents. Some of the identifiers could be long waits in queue, calls abandoned, phone only method of interaction with a contact center, and agents costs increasing as volume rises. So for example, I would like to obtain some information from my bank on my account. I call to speak with a representative but end up waiting for 5 minutes before my call is answered. With no self-service options, I have no choice but to wait. Or as we all know, we won’t wait. We’ll hang up and consider finding a new financial institution. One who cares about my needs. The solution to this scenario is quite simple – provide more self-service options for customers, whether that be via the web or phone, or any other. Offer multiple modes of communication for customer interactions (including and web chat). And with skills based or SLA routing, each customer inquiry can be routed to the most appropriate agent whilst ensuring services levels are maintained. Self-service options can be provided including advanced speech capabilities to help customers serve themselves, thus reducing agent costs. We also have a variety of services that can help businesses identify the challenges within their contact center with recommendations provided for solving the challenges. These services will be explored in detail later in the presentation. Summary of the solutions: AVP, Call Back and POM to provide call treatments, offer call back options, automate routine transactions and improve proactive outreach to reduce inbound traffic AACC and / or Elite with Multimedia ( , SMS, web chat, etc.) Elite with Business Advocate for SLA based routing Agent labor costs make up as much as 70% of overall expenses in the Contact Center, according to the Pelorus Group, so introducing self-service can result in significant cost savings. In fact, Giga Group research shows that chat, , and self-help costs are 50%, 30%, and 10% respectively that of an agent-driven phone call. According to the Toolbox for IT Wiki site, here are some other statistics that point to the benefits of improved access to customer service: Potential to reduce costs through multi-channel; Chat, , and self-help costs are 50%, 30%, and 10% respectively that of a phone call (Giga Group) Lower costs by 25% while increasing customer interactions by 20% (Avaya Case Study) Reduce agent headcount by 30% while exceeding performance goals (Avaya Case Study) Reduce abandoned call rate from 28% to 11% due to enhanced self-service functionality (Avaya Case Study)

40 Customer Service Challenge: Improve Customer Experience with FCR
CHALLENGES Long call handle times Too many transfers before right resource is contacted Low first contact resolution rate Impersonal and unintelligent interactions with customers BUSINESS VALUE Every 1% increase in first call resolution rate increases CSAT by 0.64% Poor FCR equals minimum of 30% of operating cost, due to repeat calls and time finding right person Caller satisfaction % lower when second call made for same issue One point of FCR improvement could drive $1.6B in labor savings One of the other pain points that business experience is getting the customer to the right agent on the first try. Some of the symptoms include multiple call transfers (bouncing the customer around until their needs can bet met), long call handle times because the agent doesn’t have the appropriate skill to handle the customer interaction, all of this results in low first contact resolution rates. When you do a performance audit through our services group, they can identify repeat callers and the issue behind why. FCR is very important in terms of both costs and customer satisfaction. And if the agent doesn’t have access to the information they need, their interactions are not personal and don’t add a lot of value to the customer. The solution, providing a complete contact center solution with Skill based routing, 3rd party integration for customer screen-pops populated from the CRM system, and UC integrated within the contact center will help customers get to the right agent who has the information they need to help the customer on the first call. With an intuitive agent desktop interface, agents have access to customer information as well as access to the presence of experts who can assist with the customer inquiry. And of course, no contact center would be complete without the ability for customers to serve themselves. Also using BA capabilities to manage service levels better by applying service level criteria to the call routing and bringing in reserve agents to balance work more appropriately ICR on AVP for expanded agent pool and enhanced customer treatment AACC with skills based routing, CRM integration, and Presence for quick access to experts Elite with Business Advocate for SLA based routing Social Media Manager WFO Contact Center Consulting There is a direct link between customer satisfaction and how efficiently service issues are resolved. Gartner estimates that with every 1% increase in first call resolution, customer satisfaction increases by 0.64%. Personalizing interactions with customers and decreasing the number of transfers to resolve issues can improve customer retention by as much as 10%, according to Toolbox for IT Wiki site. This same source points to, again, a 10% increase in customer retention when agents are enabled with presence for improved access to internal subject matter experts. Every 1% increase in first call resolution rate increases CSAT by 0.64% (Gartner) Failing to achieve FCR accounts for a minimum of 30% of a Contact Centers’ operating cost, due to repeat calls and the extra time that is then spent trying to find the right person (Yankee Group, 2009) Caller satisfaction will be 35 to 45% lower when a second call is made for the same issue (Customer Relationship Metrics, 2009) One point of FCR improvement could drive $1.6B in labor savings

41 Customer Service Challenge: Lack of Tools to Understand / Improve CC Performance
CHALLENGES Supervisors have limited view of agent performance Lack of understanding of key focus areas for agent training Low CSAT from inconsistent experience Multiple points of administration BUSINESS VALUE Improve supervisor productivity by up to 30-50% with automated QM Increase customer service ratings an average of 28% “Completely satisfied” customers are 6 times more likely to become repeat buys than just “Satisfied” customers In this scenario, agents and supervisors don’t have the tools or understanding to improve performance. Supervisors may be tasked with pouring over reports to try and assemble a view of the performance of their agents. Without an automated way to view performance, how can performance be improved? In most contact centers, manual workings of day-to-day interactions require days and the top role of a CC supervisor/manager should be that of assisting and training agents. And of course, poor contact center performance results in low customer satisfaction. Solutions: How can we solve this – through automated, intelligent reporting and real-time performance displays with our contact center solution. Additionally, CRQM and speech analytics can add valuable insight and provide the ability to measure agent and contact center performance. Also eLearning, Coaching and Customer Feedback improve understanidng of gaps and challenges. Also unified administration through ACCCM. Solution Summary AACC, CMS and / or IQ for historical and real-time reporting WFO to identify trends and assess performance ACCCM to improve administration and business relevance Contact Center Consulting Implementation of automated quality monitoring and real-time reporting systems can improve supervisor productivity by as much as 30-50%, according to Pelorus Group. As agent performance improves through more focused training, customer retention increases. Harvard Business Review indicates that "completely satisfied” customers are 6 times more likely to become repeat buys than just “satisfied” customers. Supervisor productivity can increase by 30-50% through implementation of automated quality monitoring and reporting (Pelorus Group) Increase customer service ratings an average of 28% (InAAU Conf Survey) “Completely satisfied” customers are 6 times more likely to become repeat buys than just “Satisfied” customers (Harvard Business Review)

42 Customer Service Challenge: High Agent Turnover Due to Low Job Sat
CHALLENGES Inadequate tools to facilitate home-based agents Lack of training and coaching Late night shifts, inflexible shift scheduling Repetitive requests for basic information from customers BUSINESS VALUE Estimated $5K-$15K per agent hire / training, & % annual agent turnover Reduce agent attrition by up to 20% Save 20% in workforce time by scheduling agents more effectively Agent attrition is a challenge that every contact center deals with. Once you’ve hired and trained an agent, to lose them and have to re-hire and re-train a replacement is very time consuming and costly to the business. Some of the challenges include inadequate tools, no work-life balance for agents, insufficient training, schedules and shifts that are not optimal, and agents becoming bored with the mundane/repetitive tasks. By providing a solution where agents can work in a virtual environment and potentially work from home, is not only a cost savings approach (in terms of real-estate) but it can also help attract and retain top agents. But a CC needs the tools to closely monitor home based agents, and with our contact center solution we can do this. With Workforce Management software, supervisors can automate scheduling based on trends, desired service levels, agent skills, etc. Plus, agents are provided with a mechanism for requesting shift swaps, alternate shifts, and time off. Rewards can also be leveraged with WFM software – rewarding agents who are meeting or exceeding their service levels. With an intuitive self-service system many of the mundane and repetitive tasks can be offloaded from agents, making their work seem more important and varied. With home based agents, real-estate expenses can be reduced significantly - plus having a larger talent pool to draw from is a huge benefit to the business. AACC Agent Greeting Offsite Agents Workforce Management to improve scheduling and forecasting eLearning and Coaching to improve agent performance Contact Center Consulting Example Measures Improve ESAT and reduce agent turnover rate (Giga Group estimates $5K-$15K to re-hire and train an agent, and annual agent turnover rates are %) Reduce agent attrition by up to 20% - typical measure from Verint Save 20% in workforce time by scheduling agents more effectively- IT Navigator and typical measure provided by Verint (5-20% being typical)

43 Customer Service Challenge: Optimize Service and Maximize Revenue Potential
CHALLENGES Increased inbound call volumes Limited outbound proactive customer engagement Agents lack access to required information Too many ‘follow-up’ or reminder calls Limited opportunities to up-sell and collect revenues BUSINESS VALUE Improve collections revenue up to 10% Reduce staff levels and improve productivity by up to 27% Reduce time spent planning outbound collections campaigns by 90% Most contact centers are not using their agents to help boost revenue and maximize sales opportunities. Mostly because they do not have the tools to facilitate this. Most agents are simply handling inbound calls and are not provided with information or incentives for upselling on specific products or services. And, agents are not appropriately matched to specific customers. Some elements to facilitate and improve this include CRM integration and skill based routing, customers can be matched with an appropriate skill ensuring that interaction is maximized. Agents will also have the pertinent customer details so that they can take advantage of an upsell opportunity. Also using preview / progressive dialling or predictive dialling to manage campaigns and maximise revenue opportunities. POM can be used to further enhance proactive outreach, automating interactions across multiple channels to ensure maximum customer engagement, send reminders, notifications or followup. Solution summary POM on AVP to improve proactive outreach, notification and engagement AACC with CRM integration with blended preview / progressive outbound calling PC for predictive outbound Contact Center Consulting By matching the right customer to the right agent, our customers have experienced order size increases of up to 35%. Improve collections revenue up to 10% (Avaya Case Study) Reduce staff levels and improve productivity by up to 27% (Avaya Case Study) Reduce time spent planning outbound collections campaigns by 90% (Avaya Case Study)

44 Agenda > > > > > Business Trends
Avaya Aura Contact Center Suite > Emerging Technologies and Applications > Migration and Evolution > Avaya Professional Services

45 The Path to End to End Experience Management

46 Avaya Aura Contact Center Suite
Agent Environment Performance Center: Enables businesses to enhance customer experience, improve customer retention and drive down costs Performance Management Reporting Analytics WFO Workforce Optimization: Complete WFO suite tightly integrated into overall performance management Chat MMS SMS Video XML Voice Assisted Experience Management Work Assignment Engine: Assigns the right work to the right resource at the right time to meet specific business objectives. Media Application Server: IT centric architecture, advanced application features and broad ecosystem support. Carrier grade reliability, scale, quality of service IVR Web Chat Automated Experience Management Customer Experience Portal: Increases self service effectiveness through right channel communication. Enables differentiation to grow profitability and brand. Avaya AuraTM: Evolutionary path for every customer. Driving productivity and accelerating business across the enterprise or CS1000

47 Agent Environment Performance Management Reporting Analytics WFO Avaya Aura Contact Center Avaya Contact Center Control Manager Avaya Social Media Manager Avaya Aura Call Center Elite Avaya Interaction Center Chat MMS SMS Video XML Web Voice Assisted Experience Management SM Social IVR Web Chat Automated Experience Management or CS1000 47 47

48 Avaya Aura Call Center Elite 6.0
What is It? Contact management solution that empowers agents to deliver competitive customer service, helps to lower operating costs, increase agent efficiency and effectiveness, and helps make the most of every customer interaction. FEATURE LIMITS Current New Administered Agents 20K 30K Concurrent Agents 7K 10K Agents in Single Skill Skills / Hunt groups 2K 8K Skills per Agent 60 120 VDNs Vectors of 99 Steps Policy Routing Tables PRT Routing Points 6K 24K Vector Routing Tables 100 999 Holiday Tables 99 Service Hour Tables Why does it Matter? Achieve economy of scale requiring fewer agents Reduces hardware cost Consolidates administration What’s New? Business Advocate becomes an entitlement Works to automatically meet service levels across the business Eliminates chaos when dealing with the unexpected New workflow commands streamline administration and maximize efficiency Increased scale for agents, skills, vectors, etc. CC Elite - BENEFITS of BUSINESS ADVOCATE To maximize the effectiveness of their contact center, Business Advocate makes the optimal agent match for each caller. Today, best-in-class contact centers make that matching decision while looking ahead, not behind. Some contact centers today are still using measures such as Average Speed of Answer and Expected Wait Time to make routing decisions. But, if you’ve just had a sudden burst of traffic in a short time, or have had a sudden dramatic dip in call arrival, these measures won’t provide optimal information for your routing decision because they are based largely on historical data. Using these measures to route your contact center traffic is like driving while looking in the rear view mirror. Another commonly used approach is that of priority queuing. However, when you queue calls at a High Priority, this often leads to “starvation” of low priority calls, and creates longer delays and more abandons for all other calls. Today’s best practice contact centers uses software that looks ahead, instead of behind, by using predictive technology. Traditional skills-based routing alone often does a poor job of “matchmaking” given the complex random arrival of calls and agent-availability. In Avaya’s experience of measuring contact center operations, match rates of less than 20% are common when looking at whether the most appropriate agents are actually handling the most appropriate customers. Trying to overuse skill-queues to fix this typically reduces overall efficiency and impacts service levels for other calls. How can you solve this dilemma? One approach to this problem is to use Avaya’s patented Business Advocate predictive decision-making contact center software that looks at how best to use each agent as he becomes available, automatically managing agent pools and bringing in reserve agents when needed to meet service levels. And, you do this while fairly balancing agent loads so that your most skilled agents don’t get all the requests (creating retention problems). Available NOW 2010 Avaya Inc. All rights reserved.

49 Avaya Aura™ Contact Center
Provides an orchestrated customer experience across all touch points and ensures customer satisfaction Improve Customer Experience Increase customer options and satisfaction with easy access to real-time and historical information Ensure incoming customer interactions are appropriately matched to the right contact center and enterprise resources to ensure resolution Increase Flexibility Anticipate customer needs by leveraging their location, presence, social attributes, communication mode and historical data Ease the integration with social networks to provide options for business managers to nurture, build, and promote brand image with customers Customer experience with persistent and seamless real-time transfer of customer context and data to the best suited mode (voice, , chat, SMS) Multi-media Flexible Presence This vision of Experience Management is based on several key trends in the marketplace, which are: Increased competition Changing customer demographics Growth of new communications media More demanding customer requirements Customers expect seamless multimedia and multimodal access to the enterprises and they expect to be recognized based on their past experience with those enterprises and afforded timely, personalized customer care. The bottom line is: enterprises that do not provide their customers with unified, contact-sensitive customer care will have their brand image eroded and their competitiveness compromised. The solution is to provide a holistic management approach to the experiences they deliver and to ensure they are consistently providing high customer satisfaction through the varied ways they interact with customers. The Avaya Aura™ Contact Center leverages Avaya Aura™ architecture, and is the next step in fulfilling this vision of experience management. We can help you leverage real-time and historical information to deliver context-sensitive, collaborative voice and enhanced multimedia interactions to your customers. Our software-only solution leverages session initiation protocols to ensure that the customer experience is orchestrated and anchored throughout contact. This simplifies the agent’s task of establishing who the customer is, what they have tried to accomplish in the past, and what their banking habits are. It also makes it much easier for the contact center manager to enable third party applications and implement computer-telephony integrations. What are the real benefits? Improves Employee Productivity Provides the tools required to not only respond through whatever channel the customer wants to engage in, be it voice, , text, etc., but it also allows that agent to deal with each contact type through a single desktop interface. Provides context to help the agent understand ways the customer has contacted the financial institution in the past and understand previous conversations. Increases Flexibility Simplifies the integration of social media into the contact center. We all know how many tweets or Facebook comments are made on a daily basis. You cannot burden contact center agents with reading all social media feeds, but with the intelligence that the Avaya social networking capability brings, you can weed out a lot of the chaff. Provides your contact center agents with important messages in the marketplace. Allows your company to respond on a proactive basis. Open Context Leverage information about a user and their environment to improve the quality of an interaction

50 Avaya Aura Contact Center 6.1
What is It? Context-sensitive, inbound/outbound voice and multi-media solution that lets enterprises anticipate, automate and accelerate customer interactions Multimedia: Avaya Aura Agent Desktop Voice: One-X Agent Unified Administration Why does it Matter? Scalable solution addressing end to end experience management for midsize and large companies Avaya Aura Call Center Elite 6.0 Avaya Aura Contact Center 6.1 Avaya Aura Comm. Manager Multimedia What’s New? AACC becomes a Multimedia adjunct to Call Center Elite Voice calls routed in Elite, multimedia in AACC Agents on voice or multimedia Integrated administration through Avaya Contact Center Control Manager CMS/IQ for voice reporting and AACC for multimedia reporting Embedded soft-phone on the Agent desktop (CM Only) Integration with: WFO with SIP Call Recording Avaya Voice Portal as front end IVR Integration with Avaya Voice Portal ICR Avaya Aura Session Manager (Optional) The Avaya Aura™ Contact Center. What is it? It is our new flagship context-sensitive, collaborative voice and multimedia customer contact center solution that helps enterprises deliver high-value customer engagement consistently and drive sustainable business growth. It is focused on facilitating the context of the customer interaction which travels with the contact. No longer will the customer have to provide the same information multiple times in their dealings with the contact center (such as account number, telephone number, and so on). We are moving into a realm where that information will automatically attach to the customer and travel in a multi-channel environment that will enable the contact center to provide the absolute best customer service experience. So whether the customer is contacting the contact center via phone, , Web, text or chat, the information will flow with the customer. This is what we mean when we use the term Context Center. It is the vehicle that will greatly enable contact centers to drive sustainable business growth now and into the future. Why Does This Matter? Because Avaya Aura™ Contact Center makes it easier to manage the customer’s experience. The chasm between customer expectations and the ability of companies to satisfy them Interactions will be shaped by the values of tech-loving Gen Y and to a lesser degree, by the affluent members of Gen X There are new economic realities, and changing demographics as well as new types of interactions It preserves real-time and historical context (which means that customer information, the nature of the call, and how many times they have contacted the center is carried along across media). Avaya Aura™ Contact Center uses intelligent, skills-based routing of multi-media contacts to a unified agent interface. What it does Screen Pop from Sales Force Dot Com is one example of integration out of the box.  CRM systems that can be integrated with web services can be simple to integrate, to provide screen pops. More advanced integration is also possible, e.g. making routing or assignment decisions based on customer etc.  In this case, some additional call flow design is required to do data lookups etc. which is also straightforward. It also features a common Web-based administration and Unified Reporting.  It employs easy-to-use Drag-and-Drop Service Creation Environment so it has a friendly GUI. There are two major elements to the AACC6.1 release: Whats significant about this release Firstly at a product level, it provides Multimedia adjunct with Avaya Aura Call Center Elite 3.0, 4.0 and 5.2 customers who are looking to add Multichannel capabilities such as , web chat, SMS text, fax and scanned documents whilst protecting and leveraging their existing investments in Elite.. You can now run CC Elite with AACC 6.1 as a side by side solution. Voice calls will continue to be routed through CC Elite where any multi-media sessions will be processed through AACC With 6.1 it is a side by side solutions so that means that reporting for voice calls will be through CMS or IQ and reporting for Multimedia will be through AACC Multimedia. In addition to that the agent desktop applications are not merged with AACC With the next release of AACC Avaya will be providing much tighter integration between Avaya CC Elite and AACC Mulit-media with consolidated reporting using IQ. However, the adjunct really provides a low risk ability to add multimedia capability to their contact center, to trial / integrate AACC into their environment by enabling agents to move between both AACC and Elite as required, while at the same time providing customers with a clear migration path to the next generation solution. IT also supports and controls an embedded Softphone in the Avaya Aura Agent Desktop within the Communication Manager configuration where AACC is deployed as the complete CC solution. This is however, not available with the NES CS1000 deployment, nor when Avaya Aura Contact Center is a Multimedia adjunct to Call Center Elite voice. Secondly at a Suite level it provides the integration points across the different products within the AACC Suite : It provides integration with Avaya Voice Portal 5.1 as the front end IVR for Intelligent Agent Selection based on ID&V (advanced segmentation) ANI, DNIS, digit collect or Speech entry as well as providing Advanced wait treatments to customers prior to the agent involvement in the interaction. This tighter integration between AACC6.1 and AVP5.1 will further help customers improve First Call Resolution through better contact identification, prioritisation and management, whilst leveraging their existing IT investments. There is tighter integration with WFO 10.1 including SIP Call Recording and integration with AACC for the heritage NES base. And it integrates with Avaya Contact Center Control Manager (OEM version of IT Navigator / NAV 360 which is a very significant product launch as this provides a centralised management platform across all applications in the CC suite. The next slide will provide more details on this. Finally AACC6.1 also provides out the box integration with, enabling customers to integrate Contact Center information with back office, CRM data to improve contact management and assignment as well as provide agents with better contextual information to aid contact resolution and improve the overall customer experience. Voice Available NOW 50 © 2010 Avaya Inc. All rights reserved. 2010 Avaya Inc. All rights reserved. 50

51 Avaya Social Media Manager
What is It? Solution that automates and integrates social media mentions into their contact center that are relevant / require action. Why does it Matter? Scalable solution addressing end to end experience management for midsize and large companies– allowing them to react to changing demographics, new economic realities and new modes of communication Standard Media Avaya Social Media Manager* Contact Routing Managed Agents & Experts Contact Center Inbound Contact Social Networks The power and pervasiveness of individual opinion in a Web 2.0 world requires enterprises and organizations to ensure their brand is preserved in social media and go a step further to use social media to actively promote their brand. AACC facilitates integration with social media through the use of the Avaya Social Media Manager - to parse, filter and route pertinent entries requiring intervention to agents or experts. It integrates social media into your contact center by scanning and processing events from external social media sources that are relevant and require action Social Media Manager allows you to Gather.. And can get info from an aggregator, e.g. Networked Insights (analyzes trends, uncovers influencers) – go directly to the source of social media site or pull through an aggregator. Analyze in – analysis engine that analyzes and processes interactions and narrows down what to be concerned with/ and integrates actionable items into the cc (instead of everything that mentions Avaya for ex.) This process efficiently and automatically processes social media Social media interactions are pushed into the Open Queue within AACC as an type and are assigned per the routing rules to the most appropriate skillset and agent to handle the interaction. Automates discovery, processing, and management of relevant customer posts Builds user context through CRM, Social Media, and other data integration Provides context based processing of customer service request Uses existing Avaya Contact Center resources, infrastructure and agents including call routing and reporting Provides easy access to self-service and customer-to-customer “social service” How does it Work? Automates discovery, processing, and management of relevant customer posts Builds user context through CRM, Social Media, and other data integration Provides context based processing of customer service request Uses existing Avaya Contact Center resources Provides easy access to self-service and customer-to-customer “social service” Web * Early Adopter Program for the Social Media Manager Available NOW 51 © 2010 Avaya Inc. All rights reserved.

52 Avaya Contact Center Control Manager
What is It? Avaya Contact Center Control Manager provides centralized operational administration exclusively for Avaya Contact Center Applications Visual Call Flow Designer Why does it Matter? Common administration across the Avaya contact center portfolio is competitive advantage As part of the November launch we brought out the first release of Avaya Contact Center Control Manager (ACCCM) which is a centralized administration and management tool exclusively for Avaya Contact Center Applications including applications like Avaya Aura Contact Center, Call Center Elite, WFO, IQ, CMS and others. This simplifies and enhances the overall management of contact center systems and data including agent information, skills, IVR prompts, call flows, service hours, permissions, menu content and such like. Lack of common administration across the Avaya contact center portfolio has been a strategic weakness (especially vs. Genesys) and an on-going criticism by customers and analysts Avaya Contact Center Control Manager enables businesses to administer their contact center environments with new levels of flexibility and control. Avaya Control Manager offers contact center managers the ability to manage agents, skills, vector directory numbers, extensions and call flows with one central application, through intuitive user interfaces, and a call flow designer with drag-and-drop functionality and role-based access capability. Avaya Contact Center Control Manager complements the entire Avaya contact center suite by effectively combining and integrating management and administration of a wide range of contact center entities. Rather than focus on technology components and IP telephony entities, Avaya Contact Center Control Manager sets the spotlight on vital yet intuitive functional hierarchy and call center business logic. Vector Directory Numbers, Policy Routing Tables, Vectors, Skills, Service Hours Tables, Vector Routing Tables, Holiday Tables, Agents, extensions, call flows, IVR working hours, dynamic prompts and menu content can all be easily set up and managed through a unified and intuitive browser-based interface. The solution circumvents tedious Communication Manager, CTI system, Integrated Voice Response and call recording system setup and maintenance by making it easy to perform a one-time definition of all relevant contact center data and entities, thereby allowing Avaya Contact Center Control Manager to manage and centrally apply them across Avaya’s Contact Center product offerings as detailed below. Avaya Contact Center Control Manager is optional, not mandatory, but managers may make use of Avaya Contact Center Control Manager to provision voice agents in Avaya Call Center Elite and multimedia agents in Avaya Aura Contact Center 6.1; the latter in conjunction with Contact Center Manager Administration. Overall it not only simplifies agent administration and enables “line of business” staff to take more control of administration and make business changes faster than before, but it also reduces the total cost of ownership because it frees IT staff from these administration fucntions. Avaya Contact Center Control Manager seamlessly integrates with and supports operational administration of Avaya’s entire Contact Center suite, including: Avaya Aura Communication Manager – centralized administration and single point of management for all contact center components and entities Avaya Call Management System (CMS) – full integration with CMS dictionary Avaya IQ Avaya Proactive Contact Avaya Proactive Outreach Manager (POM) – (Coming Nov 2010) Avaya Interaction Center (IC) Avaya Contact Center Express (CCE) Avaya Aura Contact Center (Coming Nov 2010) – integrated tools streamline migration to Avaya’s next generation contact center environments Avaya Voice Portal – Web-based voice application design and management; control of all IVR system aspects without a single line of code Avaya one-X Agent Avaya Workforce Optimization It has: Centralized management and administration of all contact center applications • A user-friendly, Web-based and highly personalized thin client application interface • Full tenant partitioning is provided for multi-tenant environments with roles based access controls • Multiple CM systems supportable with a single deployment of Avaya Contact Center Control Manager • Enhanced role-based permission engine allows non-technical staff to easily perform administrative tasks • Enables seamless transition for customers running a mixed environment of CC Elite and Avaya Aura Contact Centers • Virtualization and cloud networking/processing-enabled; a green solution negligible hardware requirements • Scalable to accommodate organizations of all sizes • Intuitive visual call flow design and vector management • Full Microsoft Active Directory integration with single sign-on functionality How does it Work? Lower Costs: Operated by non-technical personnel, freeing IT resources to focus on higher value add IT issues than basic administration of existing systems Improved Operational Effectiveness and Customer Satisfaction: shifts administration responsibilities from IT to business managers who are closer to business process requirements Available NOW © 2010 Avaya Inc. All rights reserved.

53 Avaya Aura WFO Avaya IQ CMS
Agent Environment Avaya Aura WFO Avaya IQ CMS Performance Management Reporting Analytics WFO Chat MMS SMS Video XML Web Voice Assisted Experience Management IVR Web Chat Automated Experience Management or CS1000 53 53

54 Avaya Aura Workforce Optimization 10.1
What is It? A suite for recording, analyzing and optimizing customer interactions in the Contact Center Why does it Matter? Provides information businesses need to make informed decisions about agents, processes, and quality of service, improving customer satisfaction and retention How does it Work? CR & QM delivers quantifiable agent performance data through audio & screen recording Workforce Management automates agent scheduling by forecasting staffing Performance Management: scorecards agents, supervisors, executives, with extensive set of KPI's. New in WFO 10.1 (Feb): Merge of the Nortel and Avaya recording software streams SIP recording with AACC 6.0 / 6.1 and screen recording Performance Management Coaching (Avaya-branded) What is Workforce Optimization? It is the right workforce, with the right skills, doing the right things and doing them really well to achieve corporate objectives. Workforce Optimization is comprised of: Avaya Contact Recording (CR) Avaya Quality Monitoring (QM) Workforce Management (WFM) which includes eLearning Performance Management Scorecards Customer Feedback Speech Analytics Another way to look at the components of Avaya Workforce Optimization is illustrated on this slide. Each element of the Avaya WFO suite is plotted on a graph where the x-axis is the complexity associated with the business objective and where the y-axis represents the value to the enterprise and contact center. Avaya’s Workforce Optimization Value Proposition is quite robust. WFO will achieve the following for your customers: Enables operational process redesign Faster, better-informed decision making Empowers front-line agents and supervisors Identifies individual skill and knowledge gaps Individual Scorecards with role-appropriate Key Performance Indicators (KPIs) drive positive behaviors Scorecard drill-thru supercharged coaching sessions by getting to the source data quickly Improves ongoing training and skill gap remediation Forecasts transaction demand, considers service level requirements and creates optimized schedules Discover what you don’t know through speech analytics Learn how your customers feel about anything first-hand Maximize the value of the investments in your infrastructure that you make today or tomorrow. How do we do that for our customers? Well, It’s Integrated. Unlike the competition, Avaya WFO does not require the separate configuration and licensing of DMCC, TSAPI and CTI It’s Single-Vendor (Avaya) Sold and Supported. Avaya is your sole vendor for WFO, from initial sale through to installation and on-going support It’s a Truly Unified Suite. Unlike the competition, Avaya WFO components share a single database and common management GUI It Grows with your Investment. Future releases will offer single sign-on, an integrated workspace, and data/KPI sharing with Avaya Performance Center resulting in more accurate scheduling, more effective coaching and, ultimately, a better customer experience. What’s in WFO10.1 The beta cycle for 10.1 is just being completed and the next release of the product will go GA in February (CM customers. CS1K will be end of March). It will include a few key features. Firstly it provides a single, integrated WFO solution for not only the heritage Avaya environment but also fro the heritage NES CS1K base, enabling existing NES CRQM customers to upgrade to WFO10.1 seamlessly and cost effectively Secondly WFO10.1 is tightly integrated with AACC and provides bulk and selective SIP call recording for all incoming calls through the Avaya Aura Contact Center (AACC) for the CM environment. This capability will be extended to the CS1K environment in March There is an API connector available for 3rd party recorders which will also enable 3rd party providers to test interoperability through the DevConnect program. This release also provides full-time computer screen recording of agent desktop using ACR, which ensures that all PC related activity is recorded in as well as the voice interaction. This provides customers will full visibility of customer contact and makes it possible to trace, for instance, agents’ application use and administrative tasks to fully understand how they are handling customer interactions. Finally the Avaya Quality Monitoring user interface and online help is being localized for the following languages: Chinese, Japanese, Korean, English, French, German, Italian, Russian, UK-English, Canadian French, Latin Spanish, Brazilian Portuguese and US English Available NOW Note: End of March ’11 for CS1K customers © 2010 Avaya Inc. All rights reserved.

55 Avaya Call Management System 16.2
What is It? Reporting and administration application for all sizes of companies using Call Center Elite Why does it Matter? Provides information and management tools customers need to monitor and analyze performance of their contact center operations CMS has been in the market for about 20+ years and is the market leading CC reporting application. Problem areas are easy to spot since you get instantaneous notification of any measure outside acceptable levels. Each manager can set thresholds for those measures that are critical to his or her area within the call center – such as how many calls are in the queue, expected wait time (EWT), abandons, and so forth.. You can drill down quickly and easily to more detailed information in these problem areas. If you see the need for administration changes such as adding agents to a particular skill or building a back-up pool of agents then CMS provides you the ability to drill down directly into admin. Within a few seconds you can make the administration changes necessary to immediately rectify the situation. CMS retains up to 10 years’ of historical data. A typical configuration would hold 32 days of interval data and 5 years of daily, weekly, and monthly data so you can analyze trends. When do you tend to have spikes in call volumes? Is it the week after Thanksgiving? Do you typically have higher call volumes on Monday? Or during the lunch hour? What is the tolerance for waiting in queue for each of your customer segments? You need this detailed historical data in order to avoid losing business because you are inadequately staffed or to avoid overstaffing and adversely impacting your bottom line. “You can’t manage what you can’t measure.” CMS provides you with more than 200 standard real-time and historical reports. It includes a custom report designer that lets you quickly and easily modify these reports or create new reports that fit your unique requirements. The system is easy to customize and to use. What’s new in this release: At the end of 2010 we released version 16.2 of Call Management System. This is part of our ongoing investment and improvement in CMS and the functionality improvements in this release have been driven predominately by customer feedback. It’s really important to reiterate here that CMS is NOT Going away in the foreseeable future. We have a massive installed base and we recognise that customers have made big investments in this product and we will continue to make tactical improvements to the product going forward So let’s talk a little about the enhancements within 16.2: Guard-railing Firstly, taking feedback from many custoemrs in this area, we have implemented a number of customer guardrails in the product to help customers manage their reporting better and prevent degradation of performance during core operations. This includes features such as timeout values for historical report queries to prevent reports from running for long periods or at inappropriate times of the day as well as system limitations on the number of agents included in agent group reports. System Backup Improvements This release now also includes full LAN back ups of data although the tape drive backups are still available as an option if required. The ability to support LAN backups is important not only because can Backups be done faster but also because sensitive customer data remains more secure than when stored on tape backups. New Technologies supported And finally It also includes some alignment features to support hardware changes on the servers with CMS Supervisor now running on a 64-bit Windows 7 OS What’s new? It enhances Control and Flexibility Guardrails: Systematic throttling of reports that exceed recommended limits, notification/ identification/termination tools; Safeguard against rogue reports System Backup Improvements: More choices for LAN backups, Reduced hardware footprint, Faster, more secure backups Support New Technologies: CMS Supervisor on 64-bit Windows 7, Thin-client via Citrix on Windows 2008 Server, Lower cost, higher capacity CMS servers Available NOW © 2010 Avaya Inc. All rights reserved. 55

56 Avaya IQ 5.1 What is It? Why does it Matter? What’s new? Available NOW
Unified reporting and analytics solution for real time and historic data Why does it Matter? Monitors, analyzes, and reports on contact center and translates this into vital information that can be effectively used to make decisions to meet business objectives. What’s new? Increased scale and performance Real-time report refresh of 3-5 seconds 900 report users Support for new product releases Intelligent Call Routing, Call Center 6.0, Duplicated Processor Ethernet connectivity and Multiple Proactive Contact systems on a single CM CMS parity features High Availability for fault tolerance Call Profile reports - required service levels and reduce abandon rates Turn-key option for all sizes Avaya IQ is a powerful, feature-rich, Web-based reporting and analytics tool, available as both Software-Only and Turnkey options. It monitors, analyzes, and reports on a contact center and translates this data into vital information that can be effectively used to make decisions to meet business objectives. It is a reporting and analytics platform that helps companies share one view of the service provided, to better enable a firm to make faster, better decisions and create a consistent customer experience. Avaya IQ offers more than just the standard reporting features of real-time reporting, historical reporting, measuring agent productivity, scheduling reports, setting thresholds and third-party integration. This tool goes a step beyond by embedding advanced features that enhance its usefulness. These features simplify the reporting and administration process, increasing its overall usability. The new elements introduced in IQ include: Web Access Role-based Permissions Identity Management System Integration Time Zone adjustments and Daylight Savings Rules Scalability Name Synchronization, and so forth Avaya IQ has innovative reporting techniques that provide an enhanced “inside look” into a contact center, letting a manager know what contact center agents are doing and how they are directly affecting the customer base and revenue. These new reporting techniques include business transformational capabilities such as monitoring agent behaviors, blended data, a 360° view of the customer experience, business-driven Key Performance Indicators (KPI) and the use of enterprise database to get a single view of an enterprise. Avaya IQ reports accurately and consistently across contact centers in multiple locations, using appropriate time zones and languages. We understand that reporting centers are typically dynamic “centers” that are based on the business structure, with views that must match the needs of each of your managers and supervisors. Web-based reporting extends one view of those “customer service moments of truth” around the globe with the strong potential to reduce IT overhead. We are confident Avaya IQ is the cornerstone for embedding intelligent communications in the enterprise, since it is rich in features that ensure that it works well today and will adapt to the future. Its extensible data model makes it ready to evolve with the needs of the business — in the contact center and beyond. To get a better understanding of this tool, let’s take a look at IQ’s architecture, functional components, features and the benefits it will bring to an organization. Avaya IQ is Avaya's reporting solution for its contact center portfolio. Avaya IQ provides a single reporting solution for inbound agent calls through Avaya Communication Manager, and a blended solution for inbound and outbound agent calls through Avaya Proactive Contact. In addition, the extensible database and the data import feature lets a firm incorporate data from external sources into reports, and it can extend that data to external applications and interfaces utilizing the data export feature. The reporting and administration interface is easily accessible from a thin Client/Web browser at any location, as long a secure internet connection is available. Available NOW © 2010 Avaya Inc. All rights reserved. 56

57 Avaya Voice Portal Avaya Call Back Assist Proactive Outreach Manager
Agent Environment Performance Management Reporting Analytics WFO Chat MMS SMS Video XML Web Voice Assisted Experience Management SM Social Avaya Voice Portal Avaya Call Back Assist Proactive Outreach Manager IVR Web Chat Automated Experience Management or CS1000 57 57

58 Inbound/Outbound Automated Customer Care
Avaya Voice Portal 5.1 What is It? Web services based platform for multi-channel inbound and outbound self service applications Customer Why does it Matter? Automated customer care applications improve customer satisfaction, increase revenue, reduce service cost and lower TCO. Speech E Mail Text Video How does it Work? Execute automated outbound campaigns in Proactive Outreach Manager on same infrastructure used for inbound self service Integrates with Avaya Aura, Avaya Aura Contact Center, Interaction Center, Proactive Contact, IQ Runs open standards based applications leveraging SIP, CCXML, VXML, Web Services Supported by one of the largest development ecosystems in the industry Avaya Voice Portal Voice Portal is a software based platform that provides intelligent agent selection, advanced contact treatments, built-in application reporting / analytics and it provides the foundation for the self service roadmap as it evolves into the Avaya Aura Experience Portal 6.0 in June. Voice Portal provides the infrastructure to host managed applications and serve as platform for Proactive Outreach Manager (POM). This includes that Voice Portal will be the run-time platform for these applications and act as single point for management (licensing, administration, reporting, logging, alarming) Support of new codecs: G.729, H.264 Improved insights into application efficiency and acceptance through enhanced reporting for analysis on repeat callers, user input, first call resolution, also providing a call flow graph. Support of multiple Session Managers, and multiple auxiliary VPMS (secondary VPMS) SIP enhancements, especially for ICR Several enhancements on security and serviceability Localization of administration/reporting UI for G11 countries Inbound/Outbound Automated Customer Care Available NOW © 2010 Avaya Inc. All rights reserved. 58 2010 Avaya Inc. All rights reserved. 58

59 Avaya Callback Assist 3.2 What is It? Why does it Matter?
Application that allows customers to be called back (immediately or at a requested time) by a customer service representative without losing their place in queue Why does it Matter? It levels traffic without additional agents while lowering wait times and related toll charges, and improving the customer experience In December we went GA with Avaya Callback Assist Avaya Callback Assist is a VXML software application designed to interoperate with the Avaya Voice Portal platform. It allows a customer to request a call back from an agent either immediately or at a time convenient to them by a customer service representative without losing their place in queue.  Customers are prompted to record a message with their name, reason for calling, preferred contact number and an earliest available or specific callback time, and can then disconnect. Callback Assist waits in queue in place of the caller and, at the appropriate time, will replay the recorded message to the agent before launching the outbound call. It enhances the User Experience by managing wait tiems more effectively, and it improves the Contact Center Operations by managing inbound traffic without having to add additional agents or sacrifice SLA performance. SLA’s, at all times, without adding staff 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 veritcal 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 How does it Work? Announces estimated wait time and presents callers option for a callback during peak call volume Completely integrated with Avaya’s Contact Center Platforms Leverages CMS, IQ or OA reporting to make operation decisions Supports both CTI and SIP environments Available NOW 59 © 2010 Avaya Inc. All rights reserved.

60 Proactive Outreach Manager 2.0
What is It? Unified platform for the design and management of automated outbound voice, , and text campaigns SIP Proactive Outreach Why does it Matter? Reduce labor costs, reduce / shape inbound call traffic, increase revenues and margins and anticipate customer needs What’s new? High capacity platform supports thousands of concurrent campaigns Industry leading call detection algorithms including Do- not-call list and opt-in/out support Contact center integration ensures customer context and call delivered to agent Unified administration to further lower costs and simplify execution Multi-tenancy to provide maximum flexibility Avaya Proactive Outreach Manager allows customers to fully automate outbound customer contact and notification campaigns. It is a combination of outbound and text-to-speech technology that can fully or partially automate transactions. Avaya Proactive Outreach Manager provides multi-channel automated campaigns and notifications. It is built and managed as an application on Avaya Voice Portal. It provides contact management and integrated goals-based campaigns. It transfers call and context seamlessly to agents if needed. It also reduces service cost by preempting inbound inquiries. Avaya Proactive Outreach Manager is ideal for acquisition, retention and collections activities. For example, for Acquisition campaigns it can be used for: Customer on-boarding Cross-sell, up-sell Campaign management For retention activities it can be used for: Account status and alerts Renewal alerts and incentives Service and billing status In the area of collections Proactive Manager can be used to: Create past-due/payment reminders Tie alerts to automated payments and Transfer inquiries to live support A lot of business is outsourced for outbound notifications. Customers don’t want to pay outsourcers anymore. They want control and the ability to set the priorities of the campaign. There is a huge market for this solution, to free companies who are currently outsourcing these services. Available NOW 60 © 2010 Avaya Inc. All rights reserved.

61 Agenda > > > > > Business Trends
Avaya Aura Contact Center Suite > Emerging Technologies and Applications > Migration and Evolution > Avaya Professional Services

62 Value Added Solutions to Enhance the Customer Experience
Emerging Products and Technologies Value Added Solutions to Enhance the Customer Experience The next seciton we are going to talk about is the new division within Avaya and their role is to accelerate their role in commercialization. Lets talk about some of the products that have come to market as a result of this group So what is their role? Driving thought leadership in the industry Invention of new communication technologies Innovation of transformational business solutions Cross-functional alignment of solutions with our customers Focus is accelerate and turn it into revenue Story of Brett and Kevin engagement as a partner and prod mgr for conversant – and would go sell then come back to marketing and apologize for winning the business. Do did some earliest deployments of speech, cti, etc with IVR So now how to we re-create with taking projects from labs and turning them to products. Now we are bringing these things in front of customers at shows, etc to get feedback from the audiences Cross-functional alignment of solutions with our customers – so we look holisticaly at way avaya solutions come together for our customers EP&T merged Avaya Research Labs with our innovative Software Development Application team to drive new capabilities leveraging emerging technologies Minimizes market risk by trialing solutions in the market place with early adopters helping Avaya assess value to customer, accelerate development and enhance product feature sets Elevate relationships with customers acting as consultants for creative business solutions to drive enterprise business transformation © 2009 Avaya Inc. All rights reserved.

63 Innovation “An important distinction is normally made between invention and innovation. Invention is the first occurrence of an idea for a new product or process while innovation is the first attempt to carry it out into practice.” Jan Fagerberg University of Oslo Came across this Key is that there is such a big diff between inventing tech – and figuring out how to use it in business to benefit our customers So are are paying attention to invention side as well as innovaiton side Picture of water faucet We will go through these quickly new inovation that involve customer services Jan Fagerberg, 2004 2010 Avaya Inc. All rights reserved. 63

64 Customer Connections Video, Web, & Mobile
Offer an array of multimedia interactive technologies to help meet customer expectations Improve Customer Experience Customers are continuously adopting new technologies and expect to be engaged via web, video, mobile, and social networking Avaya Customer Connections Video and Web will help build deeper relationships and improve trust with online experts and face-to-face video consultations Use Customer Connections Mobile to enhance customer experience by eliminating hold times and allowing self service features Mobile applications are available to check balance, get load status, ask questions and speak to an agent The Customer Connections portfolio includes interactive technologies that help enhance the customer experience by providing communications to customers through their touch point of choice. With Avaya, you are able to provide customer service via video, web, mobile, and social networking and leverage those viral channels to extend your customer reach. Customer Connections Video and Web Helps to build a deeper customer relationship with service agents. Video helps improve trust with online experts and virtual face to face consultations. Your customers can see, hear, and interact virtually with your service agents, even exchanging documents and sharing desktops. Delivers a rich experience and expands the relationship you have with your customer. Customer Connections Mobile Enhances the customer service experience by allowing your customers to use their Smartphones and mobile applications to connect to your service center. Top Photo Illustrates Customer Connections Web using video and voice applications to provide a much richer customer service experience than the traditional voice-only connection. Bottom Photo With web capabilities you not only have a video and voice connection, but you can also create a chat communication (Instant Messaging) with a service agent. Creates a richer experience allowing you to push information, links, or documents to each other in real-time.

65 Customer Connections Mobile
Provide a richer customer experience on their touch point of choice Increase agent efficiency and first call resolution using rich context AV Financial Services, Inc. Call Me Now Call Me Later Next agent available in 2 minutes Customer Service Agent AV Financial Services, Inc. AV Financial Services, Inc. AV Financial Services, Inc. Customer uses smartphone application Leverage existing investments self service applications Interested in refinancing mortgage Call Me Later Types a question about mortgage rates Enhance customer experience by eliminating hold times and allowing self service through mobile device This example illustrates a customer of AV Financial Services, Inc that uses a mobile application to navigate the system. They want to know about refinancing their mortgage They navigate to narrow down the information they would like. They are able to select mortgages, then refinancing then type, they could then be shown current mortgage rates along with a question – “does this answer your question – “yes”, “no – speak to an agent”. Customer decides they would like to speak to an agent. They are then prompted to enter a question, and select a preferred callback time (immediate or scheduled) At that point the call is queued (via a virtual queue as a placeholder) and when the call gets to an agent they receive a screen pop with the customers information (they had to log into the app) and the question posed. They are then able to effectively address the customer when calling back. Customer Connections Mobile Benefits Users can do many things such as check account balance, make a payment, speak to an agent, ask a question, request a callback, etc. Users can get help with issues via their mobile interface, by following some initial instructions. Businesses can leverage existing investments, i.e. Voice Portal, Nortel ICP, or whatever IVR self service application you have. You can leverage your existing assets and provide a different way to get to that interface through the mobile display. You can combine it with applications like Callback Assist so you do not have to sit and wait on hold, but can schedule a call back from an agent that is more flexible and fits with your schedule. The goal of the entire Customer Connections portfolio is to reach customers via the communication channel they prefer. Decides to speak to an agent Request Callback © 2009 Avaya Inc. All rights reserved. 65

66 Across the counter service in action
Article can be found at This is an example of how a bank is using this technology. On April 12, 2010, Futuristic Citibank branches unveiled in Tokyo, complete with video hook-ups to financial consultants and touch-screen workstations, are to become the firm's global template, according to Citigroup Inc.'s technology czar. Citigroup opened two of the restyled branches in Japan on Monday, bringing the total number of all Citi branches to 32. It expects to have 35 branches, of which some will have the redesigned look, in its Japanese network in a year's time. Citibank Citi's new touchpoint "360 station." The centerpiece in these branches is a gigantic touch-screen media wall, composed of inch displays stacked to be nine feet tall and 14 feet wide that display news feeds, stock prices and an interactive map of the surrounding area. Hands-on help is available, but teller windows have been replaced by touch-screen terminals placed inside workstations in the center of the branch. Citigroup worked with architectural firm Eight Inc., which has also designed Apple's stores world-wide, to create a clean, minimalist feel without the stacks of documents found inside most Japanese banks. The ATMs are connected with a video link to a waiting assistant. The in-branch video chat link with Citigroup's remote help centers is an early step in Citi’s vision of consumers speaking face-to-face with online advisers using mobile devices. Avaya helped build this service by providing the software to video enable the call on the wall and to coordinate with the rest of the applications on the wall. Avaya’s products and services are used by experts in the back office and in the call centers to make this work.

67 web.alive – Build the Virtual Bank
Innovative immersive experience for building trusted online relationships Attract & Retain Customers Proactively engage customers online with branding and advertising with latest promotions Improve customer participation and satisfaction with interactive sessions Build the “Virtual Bank of the Future” Reduce Costs Reduce the need for face-to-face meetings and other travel expenses web.alive virtual environments Improve Efficiency Provide trainings quickly and immediately Expand trainings to wider audience (not geographically limited by travel) Proactively engage online customers As we discussed earlier, customer needs and expectations are evolving with innovative new technologies. Customers now expect broader, more convenient interaction from online tools. We’ve developed, web.alive, to address this growing need for online technologies. web.alive is a virtual environment and real-time communications mechanism that can be accessed as easily as a website. It enables your company to provide an immersive environment in which to build trusted online relationships with customers. web.alive provides you the ability to proactively engage customers online; changing the traditional dynamic from one-way engagement to real-time, interactive relationships. This tool helps attract and retain customers both by delivering a convenient endpoint and by making your skilled labor resources and subject matter experts available to interact with online customers at their convenience. Banks are beginning to use a remote workforce, and in-turn increasing productivity and employee satisfaction, while reducing their overhead costs. But they must also provide their employees the skills and training required to interact with customers. You can use the same immersive infrastructure web.alive provides to build and facilitate a great learning and knowledge network for banking employees. This can extend from interviewing and on-boarding people to doing skills training, coaching, mentoring and even advanced education. Face-to-face training is a high expense item on the average financial service provider’s budget. If you use a virtual environment, you can avoid most of the travel portion of those costs, as well as take advantage of a much longer learning cycle. With typical, face-to-face training, you’re limited to a certain amount of time to take that course and when you leave, there’s a fairly steep drop off of knowledge: within a month period, you can lose up to 80% of the knowledge, which is a pretty staggering number. If you have a persistent online environment, you can not only reduce the initial costs of training but increase the effectiveness, improving efficiency and further reducing the future costs associated with supplementary and follow-up training. web.alive’s persistent online environment allows you upload content and pictures in the environments and visually share topical information, while being able to have simultaneous dialogues instead of being limited to a single interaction. You do all this from just clicking on a URL, as easily as visiting a website. Because the environment is persistent, you can take advantage of the same convenience even if you are in a different time zone. Lenovo uses Web.alive for customers to come in and shop. As they see people walking around looking at laptops and PC’s they can actually approach the visitor and show them a laptop and demonstrate the actual size of the screen by opening up the laptop. It is a very effective tool for sharing and showing customers information and their products 67

68 Agenda > > > > > Business Trends
Avaya Aura Contact Center Suite > Emerging Technologies and Applications > Migration and Evolution > Avaya Professional Services

69 Contact Center Upgrade and Evolution Path

70 A Path for Every Customer
BUILD OUT A Path for Every Customer Upgrade & Evolve Leverages and extend existing investment into Avaya Aura Contact Center Preserves feature capabilities Transition over time This chart describes the two paths that Avaya offers a heritage Nortel customer Both Avaya and heritage Nortel have always been known for providing customers investment protection. This focus continues with the integration of Nortel and Avaya’s portfolios. Avaya provides a path for every customer to get to the final destination – Avaya Aura – at whatever pace makes sense to them. There are two main paths customers may choose: Upgrade and Evolve or Technology Refresh. Upgrade and Evolve For most customers the Upgrade and Evolve path will be the most logical and provide the most investment protection going forward. This path leverages and extends the customers current and future investments into Avaya Aura. It preserves feature/functionality for customers while still allowing them access into a new world of applications and services through Avaya Aura. This path also allows customers to transition over time when it makes business sense. As discussed, Upgrade and Evolve is about leveraging your investment while gaining value as you evolve your communications network. As you continue to upgrade your solution you continue to add capabilities and value. This evolution sets the table for integration into the Avaya Aura architecture and next gen contextual based communications. Technology Refresh For customers interested in making the leap to an all SIP architecture at a rapid PACE a Technology Refresh is the best choice. In this case, customers will install a new Avaya Aura architecture from ground up. Avaya will provide new applications at Upgrade pricing for investment protection and phone trade-in/up. © 2009 Avaya Inc. All rights reserved.

71 With Business Advocate
Classic Avaya BENEFIT AVAYA CC SOLUTION IMPROVE FIRST CONTACT RESOLUTION Through intelligent routing CALL CENTER ELITE <6 Call Center Elite 6.0 With Business Advocate CALL CENTER ELITE R3 + INVESTMENT PROTECTION and EXTEND THE EXPERIENCE Through multimedia activation AACC 6.1 for Multimedia CALL CENTER ELITE IMPROVE AGENT PRODUCTIVITY Through workforce mgmt, call recording, speech analytics, agent scorecards WFO 10.1 CALL CENTER EXPRESS IMPROVE FIRST CONTACT RESOLUTION Through intelligent workflow, integration The purpose of this chart is to make migrating or upgrading look easy and to provide assurance of investment protection. The purpose of this chart is to talk to what and where they can migrate TODAY - it is not intended to be a migration roadmap. IF the customer is interested in roadmap we can discuss at lunch or set up a meeting to walk through it for their specific needs. There is not a single solution that fits all - it must be looked at on a case by case basis because not everyone has the same product mix. For Classic Avaya customers - if they have CC Elite they can simple upgrade to CC elite 6.0 AND the get Business Advocate at no charge! Great news To protect their investment if they are interested in adding multimedia - they can keep Elite for voice and add AACC 6.1 for multimedia processing Interested in WFO - ADD it to CC Elite If they want IVR they can ADD VP and if they have VP and want the benefits out outbound they can upgrade to VP 5.1 and add POM IC customers - there is another release planned, they can upgrade to next release AACC 6.1 IR/VP ORCHESTRATE THE EXPERIENCE Through a common automated platform and proactive interactions VP 5.1 and POM 2.0 EXTEND THE EXPERIENCE and INVESTMENT PROTECTION Through multimedia activation Interaction Center 7.3 IC < 7 software upgrade product add

72 Contact Center Control Manager
Classic Avaya BENEFIT AVAYA CC SOLUTION IMPROVED AGENT PRODUCTIVITY AND RETENTION Single agent desktop, collaboration and any where agents IP Agent Avaya one-X Agent Proactive Contact IMPROVED TRANSACTION PRODUCTIVITY Through unified proactive campaign and predictive dialing capabilities Proactive Contact 5.0 IMPROVED BUSINESS INTELLIGENCE Through unified reporting CMS < 16 CMS 16.2 Benefits of One x agent - user interface designed specifically for agent use - agent features like auto answer, aux/work reason codes. Screen Pops – imbedded screen pop application that requires no CTI infrastructure and on board agent greetings, soft TTY. Also stress benefits to IT which are single point of deployment – single application can be deployed for any agent type regardless of location and deployment model (local agent desktop, virtualization) Proactive Contact - upgrade to next release CMS - upgrade to CMS AND if they are interested in Cradle to grave reporting they can ADD IQ And to support ANY of the products or all the products that a customer may currently have they can ADD Contact Center Control Manager for single point of administration IMPROVED BUSINESS INTELLIGENCE Through unified cradle to grave reporting CMS IQ 5.1 All of the above LOWER COSTS Through single point of administration Contact Center Control Manager software upgrade product add 2010 Avaya Inc. All rights reserved.

IMPROVE FIRST CONTACT RESOLUTION Through intelligent routing AACC 6.1 INVESTMENT PROTECTION and EXTEND THE EXPERIENCE Through multimedia activation SCCS/CC6,7 AACC 6.1 with Multimedia INVESTMENT PROTECTION and EXTEND THE EXPERIENCE Through multimedia activation SECC/CCE7 AACC 6.1 with Multimedia Nortel customers - Emphasize again that this is about where they can go TODAY - this is not a roadmap - if they are interested in a roadmap we can discuss after this meeting or set up a separate meeting To get to AACC it is simply a software upgrade If they want to add multimedia they can upgrade to AACC and add multimedia module If the customers currently have CRQM and want to to go AACC they can upgrade to WFO 10.1 It’s all about investment protection INVESTMENT PROTECTION Through workforce mgmt, call recording, speech analytics, agent scorecards CRQM WFO 10.1 software upgrade product add

INVESTMENT PROTECTION and EXTEND THE EXPERIENCE Add Proactive Outreach Manager, Speech Recognition, etc MPS 500 AAEP 6.0 INVESTMENT PROTECTION and EXTEND THE EXPERIENCE Add Proactive Outreach Manager, Speech Recognition, etc ICP AAEP 6.0 Nortel customers - Emphasize again that this is about where they can go TODAY - this is not a roadmap - if they are interested in a roadmap we can discuss after this meeting or set up a separate meeting To get to AACC it is simply a software upgrade If they want to add multimedia they can upgrade to AACC and add multimedia module If the customers currently have CRQM and want to to go AACC they can upgrade to WFO 10.1 It’s all about investment protection software upgrade product add

75 Key Capability Roadmap
Workforce Optimization & Workforce Management SIP Scalability Key Capability Roadmap Multimedia, Collaboration Sessions Unified Reporting/Analytics Unified Management Outbound Automation Experience Orchestration Performance Management Enterprise Work Assignment Common Automated Experience Platform Assisted Experience Management Automated Experience Management Today Nov 2010 May 2011 Nov 2011 May 2012

76 Agenda > > > > > Business Trends
Avaya Aura Contact Center Suite > Emerging Technologies and Applications > Migration and Evolution > Avaya Professional Services

77 Services

78 Avaya Global Services Extensive horizontal and vertical experience
Deep expertise across communications network Execute over 2,000 projects per month globally Industry experience spanning financial services, retail/hospitality, healthcare, and public sector Leader in Contact Center1 and Unified Communications2 and, and leading- edge Data vendor 1,300 experts with average years of experience Over 1,000 industry certifications, including ACA and PMI Range of strategic, technical, and management skills Multi-vendor technology integrations We have resources in 34 countries, but we are doing business in 77 countries. We have over 1,500 experts and on average they have years experience. We have a variety of different industry certifications across all of those consultants and we work closely with our global network of 4,000 partners. You will also see that this is an organization built with scale, geographic reach, and expertise that enables us to work across all intelligent communications domains to deliver business productivity improvements to your organization. Central knowledge base and consistent methodologies and tools Specialists in 34 countries doing business in 77 countries Flexible resourcing model deploys right experts regardless of geography Global network of >4,000 certified partners 1Gartner, Inc; 2Dell’Oro Group; stats for calendar 2008 78

79 Comprehensive Avaya Professional Service
Discovery Business Leaders Operational Leaders Technical Leaders Requirements Operational Business Technical Multivendor Design Call Flow / Routing Self-Service & Assisted Service CTI and CRM Integration Detailed Technical Specification Implementation Call Center Self-Service Reporting/Analytics Agent Performance Proactive Contact Assurance End-To-End Assurance Provider Testing Capacity Benchmarking Multivendor and Go-Live Testing Optimization Best practices Benchmarking Contact and VP Analysis Program and Project Management Advisory Services Our approach is to provide a consistent, repeatable methodology to help customers successfully plan and design a scalable, resilient, and available contact center and to prepare the customer  to leverage technology to meet their business needs and support the deployed scenario. APS consultants, with years of experience designing and deploying contact center solutions, assess customer needs and work with customers to get the most value out of their investments.  APS consultants are experts in contact centers and self-service applications and can identify critical gaps in the technical and operational aspects of existing contact center operations and/or new deployments.  We bring to the table both our expertise as well as our brand – as the manufacturer of our contact center solutions, we have access to internal Avaya teams including R&D, design teams, engineering, application specialists and technical support providing customers an additional level of confidence to both our partners and our customers that their project will be successful. Our methodology, by design, is organized so that our professional services teams can provide “best-in-class” services that enterprises require, including end-to-end solution, application, and 3rd party solution integrations as well as ongoing business and operational consulting services.  By properly assessing and addressing critical business and technical requirements prior to implementation, customers can prevent costly delays, improve service quality and deploy a contact center solution that meets business needs now and in the future.  Every engagement encompasses the following critical success factors Solidify vision, strategy & business value Formulate business plan & framework for implementation Define technology requirements and validate work flows and application design Provide additional insights to impacts on business & operational processes and provide guidance based on success of other centers Identify applications and provide recommendations to address specific business needs We don’t just walk away – we validate our recommendations were successful and objectives achieved Global Practices & Capabilities New and Enhanced Capabilities Audits & Best Practices 79

80 Contact Center Benchmarking Service
Advisory Services Service Includes Basic Enhanced Benchmark Top 20 KPIs Detailed Comparison Charts Industry Peer Group Ranking Performance Gap Summary Gap Analysis Balanced Scorecard Comprehensive Benchmarking Report Recommendations for Improvement Consultative Review of Results Onsite Interviews and Data Collection Detailed Recommendations and Action Plan Benchmarking Best Practices Workshops (3) Contact Center Benchmarking Benchmark performance vs. industry peers Identify strengths and weaknesses in the call center Diagnose and understand the underlying drivers of performance gaps Prescribe actions to improve performance Establish performance goals for both individuals and the call center overall Avaya Professional Services launched a new Advisory Services that helps organizations improve bottom-line business outcomes based on industry benchmarks, frameworks, methodologies, and tools that get results. Our Contact Center Performance Benchmark advisory services apply proven methods and best practices to design solutions that will help customers improve their performance and gain competitive advantage. What is Benchmarking? What are Best Practices? Benchmarking is the process of comparing and measuring your organization against their peers and others, anywhere in the world, to gain information on philosophies, practices, and measures that will help your organization take action to improve its performance. Benchmarking is understanding the quantitative side of performance—what is being measured and how the process performs—and then examining and adapting the enabling factors that allow the process to perform in such a manner that defines it as best practice. Performance improvement begins with measuring the effectiveness and efficiency of business operations to identify and implement changes needed for optimal success. It involves methodical approaches to business process management, including ongoing efforts to identify a company's strengths and weaknesses. We have two levels of this new service – Basic and Enhanced. A comparison chart outlines the difference between the two offers and on the next slide we break it down a little further. A more detailed comparison and service description can be found in the Service Description document. In addition, the team should feel free to reach out to the SCC team directly to learn more about this offer and how you can leverage it with both new and existing customers – large or small – every contact center can benefit from our benchmarking service and we have access to data which consists of 6,000 contact centers globally across 14 different verticals….. Improve performance by identifying, understanding, and adapting outstanding practices and processes found inside and outside the organization

81 Summary

82 Demographics and changing interactions are transforming customer service
Experience Management is the differentiator Our vision is focused and our portfolio is ready

83 Become a Best-in-Class
Contact Center Enhance Customer Experience Improve Agent Efficiencies Accelerate Business Integration/Results Driving Increased Business Value Understand and embrace customer demographics Leverage analytics Maximize multi-media Utilize customer surveys Leverage collaboration Understand and leverage agent demographics Optimize the desktop Leverage social media/multi-media Deploy collaboration and context applications Develop a communications roadmap Virtualize the enterprise Deploy a best-in-class contact center scorecard Ensure user adoption and smooth roll-out Summary Slide for all three strategies/Best Practices 83

84 CC Engines Video

85 thank you


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