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AVAYA IP OFFICE The Power of We Driving Lower TCO, Simplified Management and Higher Levels of Productivity Presenter Name Title Date.

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Presentation on theme: "AVAYA IP OFFICE The Power of We Driving Lower TCO, Simplified Management and Higher Levels of Productivity Presenter Name Title Date."— Presentation transcript:

1 AVAYA IP OFFICE The Power of We Driving Lower TCO, Simplified Management and Higher Levels of Productivity Presenter Name Title Date

2 © 2011 Avaya Inc. All rights reserved. 2 Agenda 2 Whats Happening in the Market Recognizing Whats Important to You About Avaya IP Office How Avaya Makes Customers More Successful Closing Thoughts

3 © 2011 Avaya Inc. All rights reserved. 3 3 Economic Imperatives Consumerization Patterns of Work MEGA TRENDS IN TODAYS ENTERPRISE

4 © 2011 Avaya Inc. All rights reserved. 4 4 Device and Application Proliferation Location Independence Balancing Growth and Cost

5 © 2011 Avaya Inc. All rights reserved. 5 5 FROMTO People Define the Collaboration Experience, Not the Technology Decisions Accelerated by Anywhere / Anytime Collaboration Deep Collaboration is Rote Cross-Company Teamwork is Slow and Unproductive Documents, Devices and Networks Rule Communication is Avoided IMAGINE A WORLD WHERE

6 © 2011 Avaya Inc. All rights reserved. 6 6 Lowest TCO Resilient, Highly Reliable Ability to Scale, Grow with You Focus on User Productivity Flexible, Open Approach Simple, Turnkey Management The Power of We 6

7 © 2011 Avaya Inc. All rights reserved. 7 99% of all businesses are small or medium. Avaya IP Office is 100% right for all of them. RDA, 99% of all businesses worldwide have fewer than 250 employees. Avaya IP Office can support up to 1,000 users across 32 sites from a single platform.

8 © 2011 Avaya Inc. All rights reserved. 88 Avaya IP Office Recognition Frost & Sullivan Product of the Year Award 2011 This award was evaluated on 4 criteria: 1.Value for money 2.Product features & benefits 3.Go-to-market strategy 4.Market potential & customer adoption In recent years, the small and medium business segment has grown in importance, becoming the target for a wave of enterprise communications products catering to their specific needs. As a result, capabilities that were once reserved for large enterprises have now made their way into the small business segment. With over 200 thousand platforms installed and over 6 million users worldwide IP Office from Avaya successfully presents SMBs with easy IP and unified communications migration path. -- Dorota Oviedo, Industry Analyst, Frost & Sullivan In recent years, the small and medium business segment has grown in importance, becoming the target for a wave of enterprise communications products catering to their specific needs. As a result, capabilities that were once reserved for large enterprises have now made their way into the small business segment. With over 200 thousand platforms installed and over 6 million users worldwide IP Office from Avaya successfully presents SMBs with easy IP and unified communications migration path. -- Dorota Oviedo, Industry Analyst, Frost & Sullivan

9 © 2011 Avaya Inc. All rights reserved. 9 9 Lowest TCO Resilient, Highly Reliable Ability to Scale, Grow with You Focus on User Productivity Flexible, Open Approach Simple, Turnkey Management Avaya IP Office 9

10 © 2011 Avaya Inc. All rights reserved. 10 Avaya IP Office Single, Scalable Unified Communications Solution Recognized, Award Winning Product of the Year 2011 – Frost & Sullivan Tech Innovator 2010 – CRN Magazine 25% Lower TCO – Tolly Report (2010) Proven Track Record of Success 7.5 Million users worldwide since 2002 launch Avaya is #1 Worldwide – SME Systems* Global Reach

11 © 2011 Avaya Inc. All rights reserved. 11 Avaya Meets The Needs of All Market Segments Serving Small, Midsize and Large Enterprises 11 xxx,000s10,000 Small MediumMidsizeLargeFortune 1000 Avaya Aura ® Designed for Midsize and Large Enterprises Scales to hundreds of thousands Avaya Aura ® Designed for Midsize and Large Enterprises Scales to hundreds of thousands # of Users/site Avaya Aura ® Solution for Midsize Enterprise Avaya Aura ® Avaya IP Office Designed for SME Markets Up to 1,000 users across 32 sites (Max of 384 users per server) Avaya IP Office Designed for SME Markets Up to 1,000 users across 32 sites (Max of 384 users per server)

12 © 2011 Avaya Inc. All rights reserved. 12 Seamlessly Connect Locations Lower TCO - Centralize Improve Staff Collaboration Extend customer service hours Hot Desking – anywhere Administration Receptionist Messaging Intercompany Call Charges Long distance toll charges Hop on/Hop off

13 © 2011 Avaya Inc. All rights reserved. 13 Only Avaya IP Office Delivers One Solution for All of SME 5 Products = 200 users 7 Products = 500 users 11 Products = 300 users 13 Products = 600 users 26 Products = 1000 users** Single Platform Single Platform Built from ground up for SME Built from ground up for SME No other vendor has this No other vendor has this xxx,000s1,00010,000 VSBSmallMediumMid MarketLargeFortune Products to scale* * Shoretel requires two different models; 4 of one and 5 of another to reach1,000 ** Takes 24 to get to 500; Two more products added in 2011; 2 nd product, BE3000 has 300 user capacity Avaya IP Office Designed for SME Markets Up to 1,000 users across 32 sites (Max of 384 users per server) Avaya IP Office Designed for SME Markets Up to 1,000 users across 32 sites (Max of 384 users per server)

14 © 2011 Avaya Inc. All rights reserved. 14 Lowest TCO Resilient, Highly Reliable Ability to Scale, Grow with You Focus on User Productivity Flexible, Open Approach Simple, Turnkey Management Avaya IP Office 14

15 © 2011 Avaya Inc. All rights reserved. 15 Focused On User Experience Uniquely Structured to Meet the Needs of All Users Across the Network GROUP COLLABORATION IP Office Basic Edition IP Office Preferred Edition Pre-requisite: Essential Edition IP Office Advanced Edition Pre-requisite: Preferred Edition USER PRODUCTIVITY AgentSupervisor VOICE, DATA AND VIDEO PLATFORMS AND DEVICES Communications ServerMulti Media EndpointsMulti-site Options Choose Based on the Number of User Types you Have (One Time Seat License) One Edition License Covers All Users on the Server (I.E. Location) Optional Hardware & Software Optional Hardware & Software OTHER OPTIONS Warranty & Services Accessories & Adjuncts Application Partners Financing IP Office Essential Edition n/a with Basic Data Receptionist Office Worker Mobile Worker (Preferred) Power User Tele- Worker Pre-req: Basic Edition Basic Telephony IP Telephony with Mobility Unified Communications UC and Contact Center

16 © 2011 Avaya Inc. All rights reserved. 16 Advanced Edition (UC with Call Center) Preferred Edition (UC with Preferred Mobility) Essential Edition (IP Telephony/Essential Mobility) Basic Edition (Basic telephony) $50 NPL +$495 NPL (Total: $545) +$1,895 NPL (Total: $2,440) +$2,295 NPL (Total: $4,735) Key System Single site only Digital/Analog phones only Auto-attendant Avaya IP Office Editions Price & Value Comparisons based on Customer Needs VOICE, DATA,VIDEO, AND DEVICES Communications ServerMulti Media EndpointsMulti-site OptionsData IP PBX functionality Up to 40 (single level) Auto attendant Voic to Full Meet me audio conferencing with user passwords Unlimited multi-level auto attendant Scalable, resilient voic No limit on VPN phones/system Call recording Adds to previous: Basic call control on mobile devices 128 party ad hoc only audio conferencing Up to 2 VPN phones/system Adds to previous: Track, measure customer service Password protected call recording with search, replay, archiving Alarm notifications Detailed actionable reports IVR Text To Speech Visual Basic Scripting New Ability to add user solutions – Desktop on mobile device, HD video conferencing, IM/presence, calendar mining, Outlook & Salesforce integration N/A: User solution, multi-site optionsOptions: Receptionist, Multi-siteAdds Options: Power User, Office WorkerAdds Options: Agent, Supervisor 64 party ad hoc only audio conferencing

17 © 2011 Avaya Inc. All rights reserved. 17 Example: IP Office Power User For Employees Who Need to Work from Anywhere Desktop Integration Call control, access to all messages Host, manage audio conferences Video conference, softphone IM/presence Personalize with gadgets Works with Outlook, Salesforce.com Mobile Access Call control, access to all messages Host, manage audio conferences IM/presence Hot Desking Move from office to office Easily log in and make that phone your office phone

18 © 2011 Avaya Inc. All rights reserved. 18 Bring the one-X® Portal for IP Office experience to the mobile workforce Call control (click-to-call, click-to-conference, etc.) Visual voic Call logs IM and presence (both call and calendar) Corporate directory access Additional features specific to mobile users Supported on Android 2.x smartphones and/or tablets* Unique mobility with sell sizzle trumps competition Simplifies and drives UC adoption for mobile workers Avaya one-X ® Mobile Preferred for IP Office Features Users Can Now Access On the Go * iPhone integration will follow in a dot release (cQ2 2012)

19 © 2011 Avaya Inc. All rights reserved. 19 Simplified, open architecture Only one physical server required (can use existing Preferred Edition / one-X Portal server) Calendar integration with MS Exchange Rich presence aggregation and federation with public networks Real-time business collaboration for the mobile workforce Internet / Cellular Data Network Cellular voice / PSTN Voice calls IP Office IP Office one-X Portal & Voic Pro Server Requires only one physical server! Microsoft Exchange Server Calendar Integration Avaya one-X ® Mobile Preferred for IP Office Easy to deploy, leverages existing server infrastructure Data

20 © 2011 Avaya Inc. All rights reserved. 20 Avaya one-X® Portal for IP Office Increased personalization enhances user experience Mute button for active calls Federated presence with MS Exchange, MS OCS, & GoogleTalk contacts Easy 3 rd party gadget integration e.g. iGoogle Transfer IM to voice conversation MS Exchange calendar mining Simple URLs MyBuddy Gadget tabs & more!

21 © 2011 Avaya Inc. All rights reserved. 21 Visual voic Easy to install – no additional servers required intuitive for your customers to use Increase consideration with Microsoft SMEs Federate presence with corporate, MS OCS/Lync, & GoogleTalk contacts Prime contacts always on display – no search required! Click to call, IM, or conference Calendar mining New: Avaya IP Office Plug-in for Microsoft ® Outlook Enables SMEs to Embed Communications Into their Desktop

22 © 2011 Avaya Inc. All rights reserved. 22 Integration with Salesforce.com Call control through SFDC portal Make and receive calls Place calls on / off hold Consultative or blind transfers Out of the box integration with IP Office – Simple plug-in appears in side bar of every SFDC page – Enable your customers to personalize their service – Instant access to customer information

23 © 2011 Avaya Inc. All rights reserved. 23 Lowest TCO Resilient, Highly Reliable Ability to Scale, Grow with You Focus on User Productivity Flexible, Open Approach Simple, Turnkey Management Avaya IP Office 23

24 © 2011 Avaya Inc. All rights reserved No Fans No Moving Parts. Highly reliable No Fans No Moving Parts. Highly reliable Have Fans Fans and large power supplies have a high probability of failure * Built-in Resiliency In a multi-site network, no idle hardware needed; software intelligence delivers failover IP failover does not depend on hardware All included with the IP Office Multi-site Option Single-site redundancy is delivered by simply adding additional IP Office hardware Built-in Resiliency In a multi-site network, no idle hardware needed; software intelligence delivers failover IP failover does not depend on hardware All included with the IP Office Multi-site Option Single-site redundancy is delivered by simply adding additional IP Office hardware Redundant Expense Requires physical IP ports to ensure failover; if the IP phone ports are not available, the phones wont failover. Requires purchase of enough redundant ports to be effective. Choice for More Reliability, Savings Infrastructure for digital (typical for SME) is inherently less complex, more cost effective Choice for More Reliability, Savings Infrastructure for digital (typical for SME) is inherently less complex, more cost effective Only One Option IP infrastructure has more points of failure and is reliant on bandwidth * Excerpt from Building Reliable IP Telephony Systems; a 2009 Shoretel white paper Why Avaya IP Office? Its resilient, not redundant Other Vendor ProductsAvaya IP Office

25 © 2011 Avaya Inc. All rights reserved. 25 © 2010 Avaya Inc. All rights reserved. A comparison of resiliency IP Office leaves no hardware idle; minimizes blocking What if the switch goes down at the satellite office? HQ (25 ext.) Satellite office (50 ext.) Small business scenario: 2 sites (25 people at headquarters; 50 people at satellite office) HQ (25 ext.) Satellite office (50 ext.) All 50 users fail over to HQ All licenses carry over No idle hardware required No blocking!* All 50 users fail over to HQ All licenses carry over No idle hardware required No blocking!* IP Office All of the 50 users fail over to HQ Designated backup switch required for resilience (idle hardware!) Potential blocking (must have enough free ports in HQ for continuous service) All of the 50 users fail over to HQ Designated backup switch required for resilience (idle hardware!) Potential blocking (must have enough free ports in HQ for continuous service) e.g. Shoretel * - requires appropriate number of VCM channels

26 © 2011 Avaya Inc. All rights reserved. 26 © 2010 Avaya Inc. All rights reserved. IP link System B System A BA Backup PSTN PSTN Resilient Multi-Site Huntgroup 2 Huntgroup 1 Preferred Edition (Voic Pro) The IP Office Resiliency Solution Provides business continuity for single- or multi-site SMEs Systems A & B share information, including: Users & Huntgroups IP Extension (Including DHCP) Personal contacts/Call Log (1600) Licenses associated to users

27 © 2011 Avaya Inc. All rights reserved. 27 On system A failure, system B will automatically support Avaya IP phones and Hunt Groups (no additional Avaya IP phone licenses required for failover) Preferred Edition voice mail server re-registers to system B All users will have their Power Worker, Office Worker, Mobile Worker, and Teleworker licenses carried over System B System A BA Backup PSTN PSTN Huntgroup 2 Huntgroup 1 Resilient Multi-Site Preferred Edition (Voic Pro) The IP Office Resiliency Solution Provides business continuity for single- or multi-site SMEs

28 © 2011 Avaya Inc. All rights reserved. 28 © 2010 Avaya Inc. All rights reserved. System B System A BA Backup PSTN PSTN Huntgroup 2 Huntgroup 1 Resilient Multi-Site Preferred Edition (Voic Pro) The IP Office resiliency solution Provides business continuity for single- or multi-site SMEs Once system A is restored, system administrator controls return to normal operation via System Status Application (SSA)

29 © 2011 Avaya Inc. All rights reserved. 29 © 2010 Avaya Inc. All rights reserved. Centralized / Primary Voice Messages/Call Recording Backup Messaging/config backup in case of network or hardware failure Distributed Minimizes WAN traffic Utilize local voice ports Centralized Primary Preferred Edition Network Primary IP Office Backup Preferred Edition Distributed IP Office Distributed Preferred Edition Distributed IP Office Distributed Preferred Edition Deploy Preferred Edition voic across multiple sites with resiliency Business continuity Improved customer service Business continuity Improved customer service Key Benefits The IP Office resiliency solution Provides business continuity for single- or multi-site SMEs

30 © 2011 Avaya Inc. All rights reserved. 30 Lowest TCO Resilient, Highly Reliable Ability to Scale, Grow with You Focus on User Productivity Flexible, Open Approach Simple, Turnkey Management Avaya IP Office 30

31 © 2011 Avaya Inc. All rights reserved. 31 A Holistic Approach to Collaboration 31 User Applications and Devices Infrastructure Data Integration with Business and Social Apps Contact Center IP Office DevConnect

32 © 2011 Avaya Inc. All rights reserved. 32 Offers Customer Service Options Easy, Affordable Comprehensive Contact Center Reports shown in 15 & 30 minute increments Agent Performance Factor in Agent Time Card Report Supervisor Report Template Copy Custom reports with Microsoft Report Builder Coaching / Silent Intrusion / Whisper page Real-time monitoring Enhanced system statistics Simple, powerful reporting with even more value for your customers Thin client architecture lowers speeds installation, lowers TCO

33 © 2011 Avaya Inc. All rights reserved. 33 Flexible Call Recording Browser based access to recording library Powerful search filters: CLID, Date, time, dialled number, length, extension number Ad-hoc (immediate record) or percentage calls in a time period Easily archived and retrieved Perfect for training and conflict resolution

34 © 2011 Avaya Inc. All rights reserved DevConnect partners – Off the shelf applications for all industries All DevConnect Partner solutions certified with IP Office IP Office industry standard TAPI interface – customizable to almost any desktop application supporting TAPI IP Office CTI-link, IVR, VB Scripting for deeper customized integration IP Office Open Architecture Integrated Solutions Delivered with Partners

35 © 2011 Avaya Inc. All rights reserved. 35 DevConnect Partner Example The Value They Bring – Customer References CRM Integration Salesforce.com, MS Dynamics, etc. Integrated Live Chat Integrated Call Accounting Click-to-Dial Automated Dialer Integrated web chat* Integrated * Integrated voice* * Early 2012 with Contact SWEET!

36 © 2011 Avaya Inc. All rights reserved. 36 Lowest TCO Resilient, Highly Reliable Ability to Scale, Grow with You Focus on User Productivity Flexible, Open Approach Simple, Turnkey Management Avaya IP Office

37 © 2011 Avaya Inc. All rights reserved. 37 IP Office Management & Administration Intuitive, secure, reliable Administration from any location Automated back-up and restore Error free configuration Fast, easy upgrades Offline configuration QoS and resource Monitoring Real-time call status SNMP Alarms – ed Remote Diagnostics

38 © 2011 Avaya Inc. All rights reserved. 38 Lowest TCO Resilient, Highly Reliable Ability to Scale, Grow with You Focus on User Productivity Flexible, Open Approach Simple, Turnkey Management Avaya IP Office 38

39 © 2011 Avaya Inc. All rights reserved. 39 © 2010 Avaya Inc. All rights reserved. An Independent Test Report: IP Office & ShoreTel 39 This does not include conferencing! 24.6% quickly jumps to 50%+ on a 50 user construct with ShoreTel conferencing This does not include conferencing! 24.6% quickly jumps to 50%+ on a 50 user construct with ShoreTel conferencing has lower complexity and system power demands than the comparable ShoreTel solution Download The Tolly Test Report: … SME Sales Portal Competitive Intelligence/ShoreTel

40 © 2011 Avaya Inc. All rights reserved. 40 © 2010 Avaya Inc. All rights reserved. A comparison of pricing / TCO No extra hardware required for non-blocking, conferencing Audio Conferencing drives up ShoreTel TCO Giving Avaya a 50% Advantage!* * - 50 user construct

41 © 2011 Avaya Inc. All rights reserved. 41 Savings from SIP trunking 50% or more monthly savings* Share the WAN for both telephony and data Reduced onsite equipment Buy just what you need, add when you want Utilize multiple providers for best calling rates –Based on time, number dialled etc * Using Avaya flip to SIP - data received from various SIP service providers and assumes a fixed rate for local, long distance, international, and toll-free inbound calling charges. Flip to SIP :

42 © 2011 Avaya Inc. All rights reserved. 42 Avaya IP Office is designed to optimally enable your people to sell to, interact with, service and support your customers.

43 © 2011 Avaya Inc. All rights reserved. 43 Avayas Differentiation Avaya Innovators in Real-Time Collaboration Fit-for-Purpose Works with what you have People First Technology Built-in Reliability and Resiliency Simple, single platform – and its a hybrid Competition Built for / Data Communication or Niche player One Size Fits All Forces rip and replace Technology-Centric Architecture Prone to failure, added cost to resolve with redundant servers Many different boxes and servers, forces IP only infrastructure

44 © 2011 Avaya Inc. All rights reserved. 44 Businesses Worldwide Rely on Avaya 44 More Than 5,500 Healthcare Institutions Top 10 Hotel Groups 16,000 Retail Sites Top 20 Airlines Nearly 5,000 Educational Institutions Government Agencies in more than 25 Countries 70% of the Largest Banks Every Fortune 100 Manufacturing Company

45 © 2011 Avaya Inc. All rights reserved. 45 © 2010 Avaya Inc. All rights reserved. Global Artist Booking Agency 150 employees, 5 locations, London (HQ), New York, LA, Toronto, and Malmo Preserved investment made in existing Nortel T7000 series sets Power user lets agents leverage WiFi to make calls without using cellular 128-party, meet-me conference bridge allows flexible setup with maximum headroom Investment protection in a system viable for the foreseeable future Keep agents in constant touch with without incurring cell phone charges Conference bridge to accommodate large number of participants Avaya has done a good job of bringing the features of our existing Nortel phones to the IP Office platform, which makes the transition easier. All of the codes are carried forward, so this makes programming our Nortel phones very simple, and users can keep working with them, without any added input from IT. Howie Gold, The Agency Group Challenge Value

46 © 2011 Avaya Inc. All rights reserved. 46 End-to-End Avaya Services Delivered With Our Partners 46 Avaya Professional Services Business productivity improvement to solve your key concerns Avaya Operations Services Total accountability for managing communications solutions Global Support Services Strategic support for optimal performance GLOBAL SERVICES

47 © 2011 Avaya Inc. All rights reserved. 47 Reduces Your Costs, Saves You Money Reduces Risk Protects Your Investment Grows Your Revenue Works with what you have Is Easy to Manage The Power of We 47

48 © 2011 Avaya Inc. All rights reserved. 48 Finally, New Promotional Offer for UC Applications Rebate promotion – US and Canada Effective: October 1, 2011 – March 31, 2012 Three levels, starting at 32 or more IP users Offers up to $3,600 in rebates

49 © 2011 Avaya Inc. All rights reserved. 49 THANK YOU Name © 2011 Avaya Inc. All rights reserved.

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51 Backup

52 © 2011 Avaya Inc. All rights reserved. 52 Avayas Business Model is Strong 52 Positive cash flow from operations in FY10, for ninth consecutive year Strong cash balance continued in FY10 Cash Profitable business model $795M EBITDA in FY10. Up $42M Y/Y and represents 15.7% of revenue Operating income* reported at $335M or 7% of revenue in FY10 and $531M or 13% of revenue in FY09 Profitability $5.1B FY10 revenue; Y/Y growth Quarterly gross margin improvements during FY10 Continued investment in innovation Data and Video market entry in driving new revenue streams Revenue * excluding one-time and non-cash items

53 © 2011 Avaya Inc. All rights reserved. 53 Avaya: Strong, Focused and Growing 53 INVESTING IN R&D 5,400 patents or patents pending ENVIRONMENTALLY SOUND 40% more energy efficient than any other network HEADQUARTERS Basking Ridge, NJ USA 19,000 Employees in 54 Countries Nearly 10,000 Channel Partners Worldwide Labs in Canada, Germany, India, Israel, Japan, US and the UK 32 Global Delivery Support Centers Largest Installed Base of Global Business Systems; Second Largest for Data 30M+ SME Users Worldwide, ~ 50% More than Nearest Competitor

54 © 2011 Avaya Inc. All rights reserved. 54 Recent Industry Highlights J.D. Power Associates Certification For 2 years in a row, Avaya has been recognized by J.D. Power and Associates for Providing An Outstanding Customer Experience Hall of Fame Award Recognition for Lifetime Achievement for Outstanding Service J.D. Power and Associates 2010 Certified Technology Service & Support Program SM, developed in conjunction with Technology Services Industry Associates (TSIA). For more information, visit or Best Customer Commitment Best Knowledge Management Practices Best Service Delivery Optimization #1 MARKET SHARE Unified Communications 1, Contact Center 2, Enterprise Messaging 3, Audio Conferencing 4 Voice Maintenance Services 5 and SMB 54 CRN Tech Innovator award 2010 for IP Office (11/2010) Frost & Sullivan 2011 Product of the Year 2011 World's Most Ethical Companies for the 5th Year

55 © 2011 Avaya Inc. All rights reserved. 55 © 2010 Avaya Inc. All rights reserved. 55 Avaya IP Office 5000/NeXspan & 800/OpenCom Alcatel-L OmniPCX Office Cisco CM Express Mitel 3300 ICPShoreTel Enterprise Edition Siemens HiPath Series Resiliency for Business Continuity (automatic failover) Yes, with multi- site option (all IP config) Option, No resiliency on OpenCom/800 Optional, cooling fans only Optional with SRST software Standard on MXe, Optional with 2nd controller on MX and LX Optional with sufficient additional hardware Optional with secondary gatekeeper Third-party SIP phone support YesNo (OpenCom), Yes (NeXspan) NoYes Audio Conferencing Capacity 2 x 64-party 3-party, no Meet- me 6-party8-party 3-party; 6- party with additional IP phone ports assigned 5-party Ability for Users to host their own password coded conference calls Yes, with IP Office Preferred Edition Expensive external server required for >3-party 6-party32-party, no password protections Optional 200- party Optional ports Optional, varies Separate Server/ hardware required? No (Essential) Yes (Preferred) No Yes Number of Music On Hold sources per locations16 Thin-Client Access to proprietary Call Center Yes, with Advanced Edition No Yes, with Syntellect CIM No How IP Office competitive analysis Stacks up strongly against the rest

56 © 2011 Avaya Inc. All rights reserved % increase in billable time Ability to consolidate 3 receptionist roles to operate from one location Redeploy 2 resources Lower maintenance costs Previous system was replaced after several months Sought reliability, client satisfaction and cost savings We need the best for our customers, and with the Avaya system, Id say we have it. Were a service business, which means we are dependent on people being able to reach us. If that doesnt exist, we might as well close our doors. Joseph P. Manzelli, CPA, CITP Director, Fuoco Group LLP CPA Services Across 3 Locations Ensures Reliable Client Service Challenge Value

57 © 2011 Avaya Inc. All rights reserved. 57 With Release 5, well implement the SCN resiliency, thin client applications, Voice over IP, and a one number mobility program that will have a significant impact on the productivity of our solicitors, who are constantly on the move – between offices, courts, clients and working at home. Alan Barrett Director of IT 180 Person Law Firm in UK Practicing Mergers of Companies and Systems Remote management of all systems Immediate increase in productivity and cost savings (£2000/month) through reduced maintenance Future applications integration: Integration with LexisNexis Axxia, the firms new Practice Management System – enabling click to call and automatically keeping track of the time solicitors are on the phone on behalf of clients Many mergers over the past 5 years added disparate systems Needed to consolidate them all to connect their 7 locations across UK Challenge Value

58 © 2011 Avaya Inc. All rights reserved. 58 Near immediate ROI Intelligent, personalized interactions with customers Cost reductions through the use of virtual office spaces and VPN phones Improve the level of service it could provide to its customers Required an intelligent call routing system to support highly mobile workforce We dont want the fact that we are a small business to limit who we can target in terms of our customers. With Avayas IP Office solution, along with one-number access capability, we can compete with big players much more efficiently that we otherwise could… Chris Bailey, Business Development Manager, CST Direct Office Equipment Vendor in UK Improves Service With Avaya IP Office Challenge Value

59 © 2011 Avaya Inc. All rights reserved. 59 © 2010 Avaya Inc. All rights reserved. Non-profit charity for research 286 employees, 2 locations, Dallas (HQ) and Washington, DC One-X Portal® for IP Office lets employees collaborate in real-time Reduced maintenance costs through IP Office Manager and SSA Resilient Multi-Site Network provides business continuity Wanted to improve internal collaboration across employees Outdated Norstar system made administration across 2 sites difficult Enable employees to work remotely when necessary The new SME demo tools were critical to securing the win. Avaya was the only vendor able to complete a successful live demonstration of the IP Office solution at the customer location. Our competitors were not able to provide a demo at this level of detail according to the customers specifications. Chris Harper, Account Executive – XO Communications Challenge Value

60 © 2011 Avaya Inc. All rights reserved. 60 © 2010 Avaya Inc. All rights reserved. Customers: Boutique, luxury hotel 50 employees, 1 location, St. Louis (MO) Enhanced productivity and efficiency through guest self-services and access to online controls for check-in/out status A greener environment – replaced traditional in-room printed materials with multimedia communications, saving ~$17,000 per year Seamless integration with hotel PMS Scalability for future business growth Needed a communications solution with cutting-edge technology, scalability, and ability to integrate effectively with existing PMS Wanted a high quality, eco-friendly ambiance with distinctive, personalized guest services Had to meet an aggressive timeline for the hotels re-opening date At Hotel Ignacio, we practice the art of hospitality, and our Avaya IP Office solution complements those efforts. It gives us that technology edge, offering guests unique access to multimedia services. It also reflects our commitment to a greener environment by helping our hotel operate and serve guests more efficiently… John Dalton, General Manager of Hotel Ignacio Challenge Value

61 © 2011 Avaya Inc. All rights reserved. 61 © 2010 Avaya Inc. All rights reserved. Customers: Anti-discrimination authority 90 employees, 130 volunteers, 1 location, Paris (FR) Seamless collaboration between full-time staff in Paris and home-based / mobile volunteers Improved responsiveness to client inquiries and support Volunteer workers can be reached with a single number whether at home or using their mobile device Existing Alcatel system could not accommodate growth and mobile integration 3-person call center unable to handle volumes during peak traffic, resulting in dropped or missed calls Volunteers needed ability to work from home or on the road The deployment of the Avaya IP Office 500 has provided considerable flexibility, both with the integration of mobile volunteers and the direction of calls during peak traffic at the call center. With the old system, we had problems of and loss of functionality during peak loads. After installation of the Avaya IP Office, we have not encountered any such issues! Paul Bernard Delaroche, Director – The HALDE Challenge Value


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