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Avaya IP Office™ Platform Customer Presentation. © 2014 Avaya Inc. All rights reserved. 22 Agenda  What’s Happening in the Market  Midmarket Solution.

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Presentation on theme: "Avaya IP Office™ Platform Customer Presentation. © 2014 Avaya Inc. All rights reserved. 22 Agenda  What’s Happening in the Market  Midmarket Solution."— Presentation transcript:

1 Avaya IP Office™ Platform Customer Presentation

2 © 2014 Avaya Inc. All rights reserved. 22 Agenda  What’s Happening in the Market  Midmarket Solution Overview  How Avaya Makes Customers More Successful  About Avaya IP Office  Closing Thoughts

3 © 2014 Avaya Inc. All rights reserved. 3 Midmarket Technology Trends Supporting a distributed, mobile workforce  87% of business leaders believe collaboration improves productivity  40% of information workers work remotely  Employee-owned devices are standard business equipment WorkforceWorkforce  Secure BYOD  Virtualization / Infrastructure optimization IT Trends  Limited IT staff  Minimize exposure to risk  Avoid complexity in applications, operations IT Support

4 © 2014 Avaya Inc. All rights reserved. 44 What We Hear from Organizations Like Yours… “We are paying more for communications, but customer calls and messages are still falling through the cracks.” “…We rely on voice, e-mail, IM, mobile, etc., but they don’t work together.” “Our people need to work from anywhere…but we can’t effectively support it…we don’t know who’s available or how best to reach them.” “We have more communication…but fewer people to handle it.”

5 © 2014 Avaya Inc. All rights reserved. 55 Prioritizing Your Goals  Enable my mobile workers to engage with colleagues and customers more effectively  Make my team members more productive  Deliver better customer engagement  Lower my operating costs  Greater system resiliency  Simplify my administration requirements

6 © 2014 Avaya Inc. All rights reserved. 66 Did you know… A new Avaya solution can help you… Engage with your customers better By making sure calls get through quickly to the right person Make team engagement more productive By giving them the extra tools needed to stay connected anywhere Control costs and save money By cutting out the time-wasting hassles that keep employees from being productive

7 © 2014 Avaya Inc. All rights reserved. 77 With a New Avaya Solution You Can… Engage with your customers better  Powerful skills-based routing options to get calls to the right person quickly—even if that person is remote  Go beyond voice by using web chat, email, and fax  Handle more calls with fewer people via self-service  Provide reporting tools to show you how well your business is supporting customers

8 © 2014 Avaya Inc. All rights reserved. 88 With a New Avaya Solution You Can: Make your teams more productive  Keep employees instantly in touch with ‘one- number reachability’  Enable staff to work remotely —while giving them access to all the same communications options as in the office  Enable your employees to use any mobile or home phone as an office phone extension Loss of productivity caused by employees who come into work sick, don’t perform at full potential, and pass along their condition is known as “presenteeism.” Presenteeism productivity losses can cost employers as much as $21,000/year per worker. Enabling employees to work from home—with the same level of responsiveness and accessibility as in the office—can help prevent lost productivity. Kaiser Permanente, Controlling Presenteeism: A healthy and productive workforce is the solution, February 2009 Loss of productivity caused by employees who come into work sick, don’t perform at full potential, and pass along their condition is known as “presenteeism.” Presenteeism productivity losses can cost employers as much as $21,000/year per worker. Enabling employees to work from home—with the same level of responsiveness and accessibility as in the office—can help prevent lost productivity. Kaiser Permanente, Controlling Presenteeism: A healthy and productive workforce is the solution, February 2009

9 © 2014 Avaya Inc. All rights reserved. 99 With a New Avaya Solution You Can: Control costs and save money  Lower mobile phone and telecommuter long-distance charges by routing calls through the system  Rely on a built-in conferencing bridge to eliminate the need for expensive third-party conferencing services  Take advantage of the more flexible and lower cost IP-based voice network options

10 © 2014 Avaya Inc. All rights reserved. 10 What Is the Avaya IP Office™ Platform? A communications solution designed for growing businesses Helps people work from anywhere: integrates with your mobile, find me/follow me Unifies communication: call handling, messaging, conferencing, presence, IM, and much more Connects you with your customers: uses the methods they want – voice, SMS, web chat, email, fax

11 © 2014 Avaya Inc. All rights reserved. 11 Contact Center Collaboration SecurityNetworking A Complete Solution for Midsize Companies Based on the proven IP Office collaboration platform

12 © 2014 Avaya Inc. All rights reserved. 12 Avaya IP Office A Simple, Powerful Collaboration Solution Virtualized software, dedicated server, or appliance Supports the broadest range of endpoints

13 © 2014 Avaya Inc. All rights reserved. 13 Did you know that IP Office has… single # reach with IM, directory, and conference control Integrated web collaboration Web-based management Full site resiliency without additional licensing Up to 2500 users & 150 locations Call recording and playback Mobile UC access using PSTN and VoIP networks Up to 512 ports of meet-me audio conferencing

14 © 2014 Avaya Inc. All rights reserved. 14 There is an IP Office to meet your customer’s needs For robust team, mobile, and customer engagement on a software-based solution Server Edition For robust larger scale team, mobile, and customer engagement with higher resiliency on a software-based solution IP Office Select For robust team, mobile, and customer engagement on a simple-to-deploy appliance Preferred Edition For essential team and mobile engagement on a simple-to-deploy appliance Essential Edition For simple individual engagement on a simple- to-deploy appliance Basic Edition

15 © 2014 Avaya Inc. All rights reserved. 15 All user solutions, except for Receptionist, require Preferred Edition software of higher. Customer service agent and supervisor require Contact Center. IP Office User Solutions Choices Based On Job Function Power User Office Worker Basic User Receptionist Customer Service Agent Customer Service Supervisor Receptionist Customer Service Agent Customer Service Supervisor Also available: There is a User Solution Application for Every Worker

16 © 2014 Avaya Inc. All rights reserved. 16 Value-Based Telephony HybridHybrid Premier, Flagship Avaya IP Office Endpoints The most choices Conference Phones WirelessWireless B100 Series Phones  Gigabit Ethernet with embedded switch*  3-button, 8-button, and touchscreen options  Color display*  H.323 or SIP 9600 IP Desk Phones  Avaya OmniSound Technology  Super Wideband Audio  Analog or IP  Small to large conference rooms and executive suites DECT & Wi-Fi Sets  Small to large coverage areas  Standard and ruggedized options 1600 IP Desk Phones  Key-System Like Operation  Paper Button Labels  3, 8, and 16-button options  H.323 IP Telephony 1400 & 9500 Digital Sets  4, 8, and 16-button options  Paper or paperless label options  Lower energy requirements  Same usability as IP Phones

17 © 2014 Avaya Inc. All rights reserved. 17 Reuse existing desk phones. Merlin Magix Merlin Legend PARTNER ® Norstar ® Integral BCM For customers with (Nortel) BCM:  Popular third party UC apps and SIP trunking providers with BCM are compliant with IP Office  Easy to move your information (i.e. phone extensions, users, greetings, voicemail) For customers with (Nortel) BCM:  Popular third party UC apps and SIP trunking providers with BCM are compliant with IP Office  Easy to move your information (i.e. phone extensions, users, greetings, voicemail) Avaya IP Office Endpoints Reuse your phones and save!!! Up to 60% Savings

18 © 2014 Avaya Inc. All rights reserved. 18 Team Engagement Integrates with IP Office Audio Conferencing Integrates with IP Office Audio Conferencing Desktop/Application Collaboration Desktop/Application Collaboration Document sharing Document sharing White Boarding White Boarding Integrates with IP Office Audio Conferencing Integrates with IP Office Audio Conferencing Desktop/Application Collaboration Desktop/Application Collaboration Document sharing Document sharing White Boarding White Boarding Powerful Web Collaboration Solution Supported on Preferred Edition, Server Edition, and IP Office Select

19 © 2014 Avaya Inc. All rights reserved. 19 Team Engagement View roster list View roster list Selectively mute participants Selectively mute participants Add & Drop participants Add & Drop participants Access via desktop, browser, tablet, smartphone Access via desktop, browser, tablet, smartphone View roster list View roster list Selectively mute participants Selectively mute participants Add & Drop participants Add & Drop participants Access via desktop, browser, tablet, smartphone Access via desktop, browser, tablet, smartphone Supported on Preferred Edition, Server Edition, and IP Office Select Integrated Meet-Me Audio Conferencing

20 © 2014 Avaya Inc. All rights reserved. 20 IP Office System Administration Web-based access simplifies administration Web-based access simplifies administration Deploy mobility with a single click Deploy mobility with a single click Context-sensitive help reduces time searching Context-sensitive help reduces time searching Fast, easy upgrades Fast, easy upgrades Web-based access simplifies administration Web-based access simplifies administration Deploy mobility with a single click Deploy mobility with a single click Context-sensitive help reduces time searching Context-sensitive help reduces time searching Fast, easy upgrades Fast, easy upgrades Management Designed for Simplicity Centralized Management and Centralized Licensing

21 © 2014 Avaya Inc. All rights reserved. 21 IP Office System Administration User provisioning via LDAP synchronization User provisioning via LDAP synchronization Can be run on-demand or as a scheduled job Can be run on-demand or as a scheduled job Supports customized provisioning rules Supports customized provisioning rules User provisioning via LDAP synchronization User provisioning via LDAP synchronization Can be run on-demand or as a scheduled job Can be run on-demand or as a scheduled job Supports customized provisioning rules Supports customized provisioning rules Reduce time for Day-1 provisioning of users Supported on IP Office Select User field synchronization screen

22 © 2014 Avaya Inc. All rights reserved. 22 IP Office Resiliency Location 2 Location 3 Location 4 Primary Server Secondary Server Headquarters Every site has an automatic backup Every site has an automatic backup Active calls stay connected Active calls stay connected No idle hardware No idle hardware No additional licenses No additional licenses Every site has an automatic backup Every site has an automatic backup Active calls stay connected Active calls stay connected No idle hardware No idle hardware No additional licenses No additional licenses Highly-Resilient Architecture High-availability without high costs and complexities

23 © 2014 Avaya Inc. All rights reserved. 23 3 rd Party Desktop Application Integration Supports popular applications Supports popular applications Lync Lync Outlook Outlook Salesforce.com Salesforce.com The capabilities you need The capabilities you need IM/Presence * IM/Presence * Click-to Call Click-to Call Directory integration Directory integration Supports popular applications Supports popular applications Lync Lync Outlook Outlook Salesforce.com Salesforce.com The capabilities you need The capabilities you need IM/Presence * IM/Presence * Click-to Call Click-to Call Directory integration Directory integration *Note: IM/Presence supported with Outlook and Lync integrations Supported on Preferred Edition, Server Edition, and IP Office Select Embed Avaya UC in the applications you already use

24 © 2014 Avaya Inc. All rights reserved. 24 IP Office Support Services Includes software upgrades Includes software upgrades No additional charge No additional charge Flexible coverage options Flexible coverage options 8-5, 24x7, parts replacement 8-5, 24x7, parts replacement Easy, server-based pricing Easy, server-based pricing Keeps things simple Keeps things simple Remote access efficiency Remote access efficiency For faster response times For faster response times Includes software upgrades Includes software upgrades No additional charge No additional charge Flexible coverage options Flexible coverage options 8-5, 24x7, parts replacement 8-5, 24x7, parts replacement Easy, server-based pricing Easy, server-based pricing Keeps things simple Keeps things simple Remote access efficiency Remote access efficiency For faster response times For faster response times Maximum uptime and software upgrades Ensure your system is properly protected from the unknown

25 © 2014 Avaya Inc. All rights reserved. 25 Customer Use Cases Dynamic Markets Consumer Research, 12/13, Computerworld, 1/23/14  Situation: Working from home or hotel  Expectation: Workers at home, hotel, or other locations can conduct business just as if they were in the office  Reality: Typically has to rely on personal phone and email just to talk to the office. Customers are even harder to talk to.  Situation: Working from the office  Expectation: To be able to communicate with the people who no longer work in the office  Reality: Currently office workers must rely on non-real- time communication  Situation: on-the-go sales person  Expectation: Customers never have to know where you are to know how to reach you  Reality: Most rely on cell phone and desk phone depending on the day. It’s also difficult to reach experts at the office

26 © 2014 Avaya Inc. All rights reserved. 26 The Enabled Office Worker Business Impacts and Stats  Receptionist can easily connect customers to remote sales reps  Stay connected at the desk, on the sales floor, in the warehouse  Embed communications in the applications you already have Did you know…  69% of people who call a business will hang up rather than leave a message 1  40-50% of cellular calls are made and received while the user is in the office and in range of Wifi  60% of devices reported by information workers are used for both work and personal purposes Did you know…  69% of people who call a business will hang up rather than leave a message 1  40-50% of cellular calls are made and received while the user is in the office and in range of Wifi  60% of devices reported by information workers are used for both work and personal purposes

27 © 2014 Avaya Inc. All rights reserved. 27 A More Productive Office Just because you are in the office, doesn’t mean you have less demanding communication needs. A More Productive Office Just because you are in the office, doesn’t mean you have less demanding communication needs. Customers reach the right person on the first try Employees spend less time searching for numbers Desktop applications become communications enabled Take your communication to the next level The Enabled Office Worker

28 © 2014 Avaya Inc. All rights reserved. 28 The Office Away From The Office Business Impacts and Stats  Use your office number instead of a personal phone number  Easily conduct conference calls with the click of a mouse  No hardware or software installation required Did you know…  On average, 37% of executives’ work weeks are spent away from their primary work location.  40% of US information workers work outside of the office regularly or occasionally.  59% of midmarket companies have reduced or planned to reduce office space because flexible/remote workers need fewer desks Did you know…  On average, 37% of executives’ work weeks are spent away from their primary work location.  40% of US information workers work outside of the office regularly or occasionally.  59% of midmarket companies have reduced or planned to reduce office space because flexible/remote workers need fewer desks

29 © 2014 Avaya Inc. All rights reserved. 29 Your Office, Anywhere Your location won’t slow down business – turn your iPad, PC, mobile or home phone into an office extension Your Office, Anywhere Your location won’t slow down business – turn your iPad, PC, mobile or home phone into an office extension Keeps employees off dangerous roads during storms. Trade commute times for productivity Recover days of lost productivity per person, per year. Work as if you are in the office The Office Away From The Office

30 © 2014 Avaya Inc. All rights reserved. 30 The Office On-The-Go Business Impacts and Stats  You control the customer experience  Your sales person can control sales situations  Your company controls the number your customer calls Did you know that…  60% of devices reported by information workers are used for both work and personal purposes  52% of all information workers use 2 or more devices for work  40% identify cellular phones as a primary device used for business communications Did you know that…  60% of devices reported by information workers are used for both work and personal purposes  52% of all information workers use 2 or more devices for work  40% identify cellular phones as a primary device used for business communications

31 © 2014 Avaya Inc. All rights reserved. 31 Your Mobile Office You don’t have to be tied down to a desk to stay connected and accessible Your Mobile Office You don’t have to be tied down to a desk to stay connected and accessible Voice, IM, Presence, conferencing on-the-go The Office On-The-Go Connect to experts back in the office Know where and when colleagues are available Speed decision making with conferences on the fly

32 © 2014 Avaya Inc. All rights reserved. 32 Avaya IP Office Easy to deploy, use and manage Investment Protection Single or multisite World-class Customer Engagement solution Highly reliable and resilient Wealth of features for effective team engagement A simple, powerful unified communications system The flagship Avaya solution for midsize businesses

33 © 2014 Avaya Inc. All rights reserved. 33 Proven Track Record of Success  12 Million+ users worldwide  425,000+ systems worldwide  Avaya is #1 Worldwide – SME Systems*  25% Lower Total Cost of Ownership – Tolly Report Avaya IP Office Simple, Reliable, Proven Solution Global Reach

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35 © 2014 Avaya Inc. All rights reserved. 35 IP Office Mobility Turn your mobile phone into your office phone Turn your mobile phone into your office phone Tap on contacts to call or bring them into a conference Tap on contacts to call or bring them into a conference Access your company directory in the palm of your hand Access your company directory in the palm of your hand Use IM and Presence to reach the right people Use IM and Presence to reach the right people Turn your mobile phone into your office phone Turn your mobile phone into your office phone Tap on contacts to call or bring them into a conference Tap on contacts to call or bring them into a conference Access your company directory in the palm of your hand Access your company directory in the palm of your hand Use IM and Presence to reach the right people Use IM and Presence to reach the right people Productivity for the Office On-The-Go Supported on Preferred Edition, Server Edition, and IP Office Select

36 © 2014 Avaya Inc. All rights reserved. 36 IP Office Receptionist Deliver a professional reception without compromise Deliver a professional reception without compromise Intuitive call handling can support large call volumes Intuitive call handling can support large call volumes One receptionist can handle multiple locations One receptionist can handle multiple locations See who is available to chat or talk before transferring a call See who is available to chat or talk before transferring a call Deliver a professional reception without compromise Deliver a professional reception without compromise Intuitive call handling can support large call volumes Intuitive call handling can support large call volumes One receptionist can handle multiple locations One receptionist can handle multiple locations See who is available to chat or talk before transferring a call See who is available to chat or talk before transferring a call The control panel for incoming calls Supported on Essential, Preferred, Server Editions, and IP Office Select

37 © 2014 Avaya Inc. All rights reserved. 37 IP Office Teleworker Use your browser to turn any phone into your office phone Use your browser to turn any phone into your office phone IM & presence with the team – even if they are mobile IM & presence with the team – even if they are mobile Set up and control conference calls with the click of a mouse Set up and control conference calls with the click of a mouse Point-and-click access to call recordings and voicemail Point-and-click access to call recordings and voicemail Use your browser to turn any phone into your office phone Use your browser to turn any phone into your office phone IM & presence with the team – even if they are mobile IM & presence with the team – even if they are mobile Set up and control conference calls with the click of a mouse Set up and control conference calls with the click of a mouse Point-and-click access to call recordings and voicemail Point-and-click access to call recordings and voicemail When your office is away from the office Supported on Preferred Edition, Server Edition, and IP Office Select

38 © 2014 Avaya Inc. All rights reserved. 38 IP Office Call Recording Perfect for training and conflict resolution Perfect for training and conflict resolution Browser-based access to records Browser-based access to records Powerful search filters Powerful search filters Ad-hoc or percentage calls in a time period Ad-hoc or percentage calls in a time period Perfect for training and conflict resolution Perfect for training and conflict resolution Browser-based access to records Browser-based access to records Powerful search filters Powerful search filters Ad-hoc or percentage calls in a time period Ad-hoc or percentage calls in a time period Flexible, integrated, and secure Supported on Preferred Edition, Server Edition, and IP Office Select

39 © 2014 Avaya Inc. All rights reserved. 39 IP Office 3 rd Party Integration Solutions 172 DevConnect partners 172 DevConnect partners Off the shelf applications for all industries Off the shelf applications for all industries All DevConnect solutions are certified with IP Office All DevConnect solutions are certified with IP Office IP Office uses the industry standard TAPI interface IP Office uses the industry standard TAPI interface 172 DevConnect partners 172 DevConnect partners Off the shelf applications for all industries Off the shelf applications for all industries All DevConnect solutions are certified with IP Office All DevConnect solutions are certified with IP Office IP Office uses the industry standard TAPI interface IP Office uses the industry standard TAPI interface Integrated Solutions Delivered with Partners Supported on Preferred Edition, Server Edition, and IP Office Select

40 © 2014 Avaya Inc. All rights reserved. 40 Mute button for active calls Federated presence with MS Exchange, MS OCS, & GoogleTalk contacts Easy 3 rd party gadget integration e.g. iGoogle Easy 3 rd party gadget integration e.g. iGoogle Escalate IM to voice conversation MS Exchange calendar mining Work From Another Location All the capabilities you need – single, powerful interface  Simple URLs  MyBuddy  Gadget tabs  & more!  Simple URLs  MyBuddy  Gadget tabs  & more!

41 © 2014 Avaya Inc. All rights reserved. 41 IP Office Supports Virtualized Deployment Lowers costs by using shared hardware Lowers costs by using shared hardware Turnkey install with pre-configured OVA file Turnkey install with pre-configured OVA file Add resiliency with second physical or virtual server Add resiliency with second physical or virtual server Supported under VMware vSphere 4.x / 5.x Supported under VMware vSphere 4.x / 5.x Lowers costs by using shared hardware Lowers costs by using shared hardware Turnkey install with pre-configured OVA file Turnkey install with pre-configured OVA file Add resiliency with second physical or virtual server Add resiliency with second physical or virtual server Supported under VMware vSphere 4.x / 5.x Supported under VMware vSphere 4.x / 5.x Supported on Server Edition and IP Office Select Leverages VMware investment

42 © 2014 Avaya Inc. All rights reserved. 42 Visual Voice Mail Wi-Fi, 3G/4G Connectivity ✓ ✓ IM/Presence Geo-Presence Conference Controls Callback Follow a user ✓ ✓ ✓ ✓ ✓ With Avaya, mobile workers can locate peers anywhere, anytime to make decisions in real time  Rich conference controls: click-to-conference, entry/exit notifications, moderator control  Advanced user presence: geo-location, calendar, on- the-phone, follow user presence / availability Avaya one-X® Mobile Preferred A richer mobile experience

43 © 2014 Avaya Inc. All rights reserved. 43 IP Office System Administration Administrator clicks a box to enable mobility IP Office sends an email to the user Click a link in an email to install and configure Reduced administration Reduced administration Fewer helpdesk calls Fewer helpdesk calls Less end-user frustration Less end-user frustration Reduced administration Reduced administration Fewer helpdesk calls Fewer helpdesk calls Less end-user frustration Less end-user frustration Mobility rollout is as easy as 1-2-3 Supported on Preferred Edition, Server Edition, and IP Office Select

44 © 2014 Avaya Inc. All rights reserved. 44 Visual voicemail Prime contacts always on display – no search required! Click to call, IM, or conference Calendar mining Avaya IP Office 3 rd Party Integration Microsoft Outlook  Easy to install – no additional servers required  intuitive for your customers to use  Increase consideration with Microsoft SMEs  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

45 © 2014 Avaya Inc. All rights reserved. 45 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 Avaya IP Office 3 rd Party Integration Salesforce.com

46 © 2014 Avaya Inc. All rights reserved. 46 Click-to-call, telephony presence, multi-call handling Escalate from IM to Avaya phone call – Calls can ring on a desk phone or go through your PC Lync sign-in, simple install Works with Lync 2010 and 2013 clients No Lync voice licenses required Microsoft Lync Integration Preserves the Lync user experience

47 © 2014 Avaya Inc. All rights reserved. 47 Add a server for scale Add a second server for scale / resiliency Avaya IP Office Deployment Options The flexible choices for your environment IP Office can be deployed on an appliance, dedicated server(s), inside a virtual machine, or any combination of these. LAN/WANLAN/WAN Retain appliance as a gateway, for legacy phone support Virtualize primary server Virtualize secondary server PrimaryPrimaryExchangeExchangeSQLSQL APP “N” SecondarySecondaryExchangeExchangeSQLSQL

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