1. Avaya Contact Center Solutions for IP Office
Ref: v5 Avaya Contact Center solutions for IP Office Business Partner Feb 21st 2014

2. Agenda
Avaya midmarket collaboration
Midmarket Contact Center Opportunity
Avaya Contact Center Solutions for IP Office
Partner Business Proposition
Tools for your Success

3. Avaya IP Office A Simple, Powerful Midmarket Collaboration Solution
Virtualized software, dedicated server, or appliance
Supporting 2000 users with a full suite of
UC, mobility and collaboration tools

4. Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable
New
Contact Center
Collaboration
Networking
Security

5. Contact Center Opportunity for Midmarket

6. IP Office Contact Center Opportunity for 2014 Segmented by agent seats
2,400,000
Total agent seats
43%
28%
15%
371,000
675,000
1,045,000
MZA, The Global Telecommunications Market, The World Contact Centre Market Forecast Volume, October 2013

7. Selling the Construct Reduces # of Competitors It’s a close race between Avaya and Cisco - Others Trail Behind
1% of market share across the full solution construct* can potentially generate over $500M in incremental revenue
*Full Solution Construct = call control plus corresponding apps, video, devices, networking..)
Source: Avaya Strategic Analysis and Market Intelligence Team, Avaya June 2013 Market Demand Forecast, Canalys 2Q2013 WW Call Control Report: Under 1000 segment captures excludes very large enterprise systems of 1000+

8. Customer Experience Has Evolved
% using channel to communicate with organizations
23%
WEB CHAT
59%
INTERNET SELF-SERVICE
77%
PHONE
20%
TWITTER, FACEBOOK
64%
STORE
73%
Millennials will stop doing business with a company after one bad experience
82%
BUY MORE from companies that make it easy to do business
Use this one
50%
say they constantly change how they deal with organizations
9 of 10
9 of 10 consumers want support while online

9. The Bottom Line
Represents a big opportunity with highest growth – 250 to 2000 employees
Interested in UC and telephony
Willing to spend on technology that is vital to survival
Customer needs reside in 3 prime selling areas:
Collaboration (audio, video, web)
Customer Interactions (multichannel CC)
Mobility and BYOD (clients, security, management, accessibility)

10. Competing for the Midmarket
Cohesive, powerful single vendor pitch – from a market leader
Greater opportunities to compete in midmarket contact center space
Install base is prime for upsell:
375,000 businesses use IP Office!
Increase constructs and average selling price
Highly competitive price point
Market Leadership
#1 in Contact Center ACD with 30.5% global market share1
Technology Leadership
Avaya Contact Center Solutions consistently named a leader in the Gartner Magic Quadrant for the last 13 years2
Enterprise Leadership
95% of all Fortune 500 companies are running Avaya Solutions Today.3
SO, WHY SELL SOLUTIONS?
AS WE JUST SAID, THE KEY REASON IS THAT’S HOW THE MID-MARKET WANTS TO BUY. BUT THERE ARE A LOT OF ADVANTAGES THAT OUR PARTNERS CAN ACHIEVE THROUGH SOLUTIONS SELLING.
FIRST, IT EXPANDS THE AVENUES A PARTNER HAS TO ENGAGE WITH CUSTOMERS. IF THE BUSINESS WANTS TO TALK ABOUT DATA NETWORKING, THE PARTNER CAN START THERE. THEY MAY CONTACT A PARTNER BECAUSE THEY WANT TO IMPLEMENT VIDEO COLLABORATION, OR ENHANCE SECURITY IN RELATION TO MOBILITY OR REMOTE WORKERS. IT GIVES THE PARTNER MANY WAYS TO START A CONVERSATION WITH THE CUSTOMER.
WE’RE GOING TO SEE IN MORE DETAIL LATER HOW SOLUTION SELLING INCREASES CONSTRUCTS AND AVERAGE SELLING PRICE. PARTNERS HAVE MORE TO SELL – BEYOND BASIC TELEPHONY – INCLUDING HIGH MARGIN SOLUTION ELEMENTS LIKE APPLICATIONS AND COMPLIMENTARY PRODUCTS.
SOLUTION SELLING ENHANCES A PARTNERS VALUE TO THEIR CUSTOMERS BECAUSE THEY’RE NOW INVOLVED IN MORE AND IN A MORE INTEGRATED WAY WITH THEIR BUSINESS. THE PARTNER IS VIEWED AS AN ADVISOR TO AN IT STAFF THAT IS LIKELY STRETCHED THIN. THEY NEED THE HELP, AND THE PARTNER CAN PROVIDE IT.
AND FINALLY, OVER THE LONG TERM, THIS KIND OF SELLING BUILDS MORE OF A RELATIONSHIP WITH A CUSTOMER, WHICH MEANS THEY CONTINUE TO LOOK TO THE PARTNER AS THEY GROW, AND WANT TO UPGRADE. MORE OPPORUTNITIES TO SELL DOWN THE ROAD.
Gartner (Avaya External Use Market Share Summary - August 2013)
Gartner MQ for CC; Avaya News release
Business Analytics Company Revenue, Sales In/Sales Out SoldTo Revenue (based on product revenue in the last 5 years and/or maintenance revenue in the last years.) and Fortune 500 List 2013
Gartner (Avaya External Use Market Share Summary - August 2013)
Gartner MQ for CC; Avaya News release
Business Analytics Company Revenue, Sales In/Sales Out SoldTo Revenue (based on product revenue in the last 5 years and/or maintenance revenue in the last years.) and Fortune 500 List 2013

11. Avaya Contact Center Solutions for IP Office

12. Contact Center Solutions for IP Office
Customer Value Proposition
Avaya Contact Center Solutions for IP Office extend Avaya innovation in customer experience management to midsize businesses, with the simplicity and value many of them require.
These solutions, optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experience to increase revenue, and agent efficiency to reduce cost.

13. Avaya Contact Center Solutions for IP Office
Avaya Contact Center offers based on Avaya Aura
Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M)
Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M)
Primary Competitors:
Genesys
Cisco
Interactive Intelligence
Altitude
Suite-based enterprise features (HA, session mgmt.)
Integrated advanced applications
Avaya Contact Center Select
GA June 24
Competitors:
Cisco UCC-X
Interactive Intelligence CIC
Aspect
Shoretel
Genesys Express
Huawei
Etc.
Avaya currently offers midmarket contact center solutions, based on Avaya Aura – Avaya Aura Contact Center Suite for Midsize Enterprise (AACC-M) and Avaya Aura Call Center Elite for Midsize Enterprise (Elite-M). For many midsize businesses, these full-featured multichannel solutions have carried a level of complexity and expense that placed them beyond their limited IT resources.
Thus, Avaya is introducing powerful multichannel contact center solutions with the simplicity and value of its widely deployed IP Office collaboration solution.
IP Office Contact Center Solutions extend Avaya innovation in customer experience management to midsize businesses, with the simplicity and value they require.
These solutions, optimized for use with IP Office software, enable blended multichannel capabilities that help improve customer experiences to increase revenue and customer lifetime value, while improving agent efficiency to reduce cost.
Primary Competitors:
Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Primary Competitors:
Genesys Express
Cisco UCCx
Altitude
Presence
Huawei
Avaya IP Office Contact Center
GA Feb 28
Multi-channel
Primary Competitors:
ShoreTel
Voxtron (BT)
Altitude
Presence
Contact Center Solutions for IP Office
Voice 5 30 50
100
250
400
© 2012 Avaya Inc. All rights reserved.

14. Avaya IP Office Contact Center
28th February
Supported in US, Canada, UK, Australia, New Zealand and India – English only in first release

15. Avaya IP Office Contact Center is Multichannel
Contact Center Resources
Customer / prospects
Chat, Call Back
Voice
Agent Groups
Agents
Universal Queue
Contact Management
External Destination
Waiting Announcements
Media-specific
Skills-based routing and
Channel prioritization
IVR Agents

16. Avaya IP Office Contact Center Simplicity
Collect
Customer data
Excel
Install
IPOCC Software
Windows MSI
About 2-3 h for 20 Agents
Import
Customer data
About 1 h for 20 Agents
Customize
To customer needs
Depends on requirements

17. IP Office Contact Center Powerful features
Any mix of voice, , web chat
It’s how your customers customers wants to do business!
Skills-based routing
Delivers optimum customer experience
Outbound campaigns - Preview & progressive dialing
Drive greater revenue, increase agent efficiency
Chat, Call Back
Voice
Supported in US, Canada, UK, Australia, New Zealand, India (English only)

18. IP Office Contact Center Powerful features
Real time & historical reports
/web/voice transactions
Powerful, customizable agent desktop
click to call, multichannel view etc
Call recording for every Agent and Supervisor
Improves agent performance, eliminate conflicts
Built in IVR promotes self service
Reduce agent handle time
Supported in US, Canada, UK, Australia, New Zealand, India (English only)

19. Avaya IP Office Contact Center Scalable
Targets customers with up to employees, 5 to 100 agents
Single site or multiple locations across the enterprise
In the office
Remote

20. Avaya IP Office Contact Center Solution Configuration
1 x HD contact recorder
1 x HD VMPRO
IP Office 500v2 R9.0.2
Application server
(VMPRO)
Single site
5 to 30 agents
Partner provided server
or virtualized server to run IP Office Contact Center
Hard disk installed in server for contact recorder
IP Office Server
Edition R9.0.2
5 to 100 agents
Up to 32 locations
Partner provided server
or virtualized
Runs IPOCC

21. IP Office Contact Center Configuration Options Sold as software – ISO or OVA
Agent Capacity
Add to IP Office
IP Office Contact Center Server
IP Office Server Edition
Up to 100 agents at up to 32 nodes
supported by the primary server
PROVISION Additional Hard Drive on SE Server
Required for Contact Recorder
Partner-Supplied Server
Windows 2008R2 or 2012 R2 Server
Refer to Product Offer document for specifications
IP Office 500v2
Up to 30 agents at a single site
(no multisite contact center support over SCN)
ADD Partner-Supplied Application Server
2 x hard drives
VMPro
Contact Recorder

22. Partner Business Proposition

23. Why Sell Solutions? Partner Advantages
Expand the ways you engage with prospects and customers
Telephony, data networking/switches, security, services, video conferencing, contact center
Increase constructs and average selling price
High margin applications and complimentary products & services
Enhance your value to customers
Trusted advisor with comprehensive solution
Provide customers with a richer, more powerful UC&C solution
Develop more opportunities for up-sell & service / maintenance contracts
SO, WHY SELL SOLUTIONS?
AS WE JUST SAID, THE KEY REASON IS THAT’S HOW THE MID-MARKET WANTS TO BUY. BUT THERE ARE A LOT OF ADVANTAGES THAT OUR PARTNERS CAN ACHIEVE THROUGH SOLUTIONS SELLING.
FIRST, IT EXPANDS THE AVENUES A PARTNER HAS TO ENGAGE WITH CUSTOMERS. IF THE BUSINESS WANTS TO TALK ABOUT DATA NETWORKING, THE PARTNER CAN START THERE. THEY MAY CONTACT A PARTNER BECAUSE THEY WANT TO IMPLEMENT VIDEO COLLABORATION, OR ENHANCE SECURITY IN RELATION TO MOBILITY OR REMOTE WORKERS. IT GIVES THE PARTNER MANY WAYS TO START A CONVERSATION WITH THE CUSTOMER.
WE’RE GOING TO SEE IN MORE DETAIL LATER HOW SOLUTION SELLING INCREASES CONSTRUCTS AND AVERAGE SELLING PRICE. PARTNERS HAVE MORE TO SELL – BEYOND BASIC TELEPHONY – INCLUDING HIGH MARGIN SOLUTION ELEMENTS LIKE APPLICATIONS AND COMPLIMENTARY PRODUCTS.
SOLUTION SELLING ENHANCES A PARTNERS VALUE TO THEIR CUSTOMERS BECAUSE THEY’RE NOW INVOLVED IN MORE AND IN A MORE INTEGRATED WAY WITH THEIR BUSINESS. THE PARTNER IS VIEWED AS AN ADVISOR TO AN IT STAFF THAT IS LIKELY STRETCHED THIN. THEY NEED THE HELP, AND THE PARTNER CAN PROVIDE IT.
AND FINALLY, OVER THE LONG TERM, THIS KIND OF SELLING BUILDS MORE OF A RELATIONSHIP WITH A CUSTOMER, WHICH MEANS THEY CONTINUE TO LOOK TO THE PARTNER AS THEY GROW, AND WANT TO UPGRADE. MORE OPPORUTNITIES TO SELL DOWN THE ROAD.

24. Up to 75% Increase in Revenue! Pitch the Full IP Office Construct
(scale x 1,000)
75% Increase!
$ =000
Note: Example includes IP Office, Networking, Video Solution for IP Office, Security, Install, Maintenance
US Pricing, Assumes Co-delivery IPOSS

25. Reach for the Midmarket
(scale x 1,000)
260% + Increase!
CS1 k based – with IPO solution and CC
Existing base with CC offering – needs to expand in size and capability
New opportunities – 45-50% are net new sales – now you have full solution
$ =000
Note: Example includes IP Office, Networking, Video Solution for IP Office, Security, Install, Maintenance
US Pricing, Assumes Co-delivery IPOSS

26. Fewer Codes – Simple Configuration
SAP
Description
Avaya Price List
306493
IPO R9 IPOCC BASE IPO 500 V2 LIC $
306640
IPO R9 IPOCC BASE SE LIC
$  
306495
IPO R9 IPOCC VCE AGT LIC
$670.00 
306496
IPO R9 IPOCC MULTI CH AGT LIC
$402.00
306497
IPO R9 IPOCC SPV LIC $
306641
IPO R9 IPOCC IPO 500 V2 TO SE LIC
No Charge
The impact to your business
Less time designing the solution
Doesn’t require high level engineering
expertise
Do budgetary designs on the fly

27. IPOSS for IP Office Contact Center
Additional revenue
Customize with your value add services
Cost reduction
Remote access improves resolution times, reduces dispatches
Multi-year support reduce renewal expenses
Layer onto existing IPOSS per-server pricing
24x7 or 8x5, Co-Delivery or Wholesale, 1, 3, 5 year options
Priced per agent/supervisor
Integrated into IPOSS quoting and ordering
Distributor and Avaya tools
Retain Guiding Principle of Simplicity
Frictionless Commerce
Ease of doing business
Additional revenue and cost reduction opportunities
Customize with your value add services
Remote access improves resolution times, reduces dispatches
Multi-year support options minimize sales/renewal expenses
IPOSS Pricing for Contact Center
New IPOCC elements layer-onto existing IPOSS per-server pricing
Flexible Terms: 24x7 or 8x5, Co-Delivery or Wholesale, 1, 3, 5 year options
Incremental IPOSS per-agent component for IPOCC licenses
3 per-user license types
IPOSS component for all Avaya-provided servers
Integrated into IPOSS quoting and ordering
Distributor and Avaya tools
IPOSS is Required for IP Office Contact Center Solutions

28. IPOCC Per-agent Price Component: 1, 3, 5 year
1 Year USD List - Total Prepay
Voice Agent
Multichannel Agent
Supervisor Agent
 Coverage
Wholesale
Co-Delivery
8x5 RTS
$99.96
283289
$75.00
283298
$60.00
283292
$45.00
283301
$180.00
283295
$135.00
283304
24x7 RTS
$125.04
283271
$94.08
283280
283274
$57.00
283283
$225.00
283277
$169.08
283286
3 Year USD List – Total Prepay
Coverage
$279.00
283290
$209.16
283299
$167.40
283293
$125.64
283302
$502.20
283296
$376.56
283305
$348.84
283272
$262.44
283281
283275
$159.12
283284
$627.84
283278
$471.60
283287
5 Year USD List – Total Prepay
$450.00
283291
$337.80
283300
$270.00
283294
$202.80
283303
$810.00
283297
$607.80
283306
$562.80
283273
$423.60
283282
283276
$256.80
283285
$1,012.80
283279
$760.80

29. Contact Center Solutions for IP Office Easy Add-on Partner Certification
Sales – 3 hours or less
One person holding the APSS to sell either solution
Design – 3 hours or less
One person for Avaya Contact Center Select
Implement and Maintain – 1 ½ to 3 days
One person per solution; targeted list price $1920/course
APSS - Sales (web-based)
APDS - Pre-sales Design (web-based)
ASPS
Implementation / Maintenance Training
Avaya IP Office Contact Center
Course: 2M00100O
Test: 2M00001A
Not Required
Course: 8S00010E Targeted April 2014
Avaya Contact Center Select
Course: 3M00010O – 28th April
Test: 3M00030A -28th April
TBD
Existing SMEC Training & Certifications Required
(Sales- 2 - APSS, Implement -1 AIPS, & Maintain – 1 ACSS)

30. Unique Avaya Attributes Helping to increase your margins
Single-vendor solution
Services
Control inventory costs
Train on one product line
Compelling road map
Quick install
Off-line configuration
Margin rich, low cost support options
Start-up Costs
Marketing
Demos for IP Office Contact Center will be hosted through Demo Avaya or available in the EBCs.  No plans for a kit, or mobile platform like IP Office Anywhere.  The base configuration requires too much horse power to install it on a laptop.  We could/should discuss demo pricing for the IPOCC software for partners who want to host at their facilities
Low upfront investment
Virtual training option
Full Stack demo kit choices
Whole Construct materials
Turnkey assets at reduced rates
Targeted promotions, programs
Global & local campaigns, events

31. What’s in it for You? Summary
Short Sales Cycle
Applications
& Services
Faster to Implement
Easy to Get Trained
Better Margins
Partners will elevate their role with the customer – more strategic and comprehensive.
Greater stature in the eyes of the customer. Brings more value to the customer’s business.
Offers the ability to say “Yes” to more projects, with more to offer.
The most efficient and economical way for customers to buy – a single source, a single platform to buy, implement and maintain.

32. Avaya Contact Center Select
Planned GA
End June 2014

33. Avaya Contact Center Select Addressing sophisticated requirements
Planned June 2014
Target Customer: Up to 2000 employees and 30 to 250 agents
Derivative of Avaya Aura Contact Center (AACC)
Purpose built for the IP Office Platform
Integration to business process and 3rd party applications
Voice, , web chat, SMS, and fax
Avaya-supplied server or partner supplied server, virtualized software
Sold and supported globally
Voice
Chat, Call Back
Fax
SMS

34. Positioning Avaya Contact Center Solutions for IP Office
Avaya IP Office Contact Center
Avaya Contact Center Select
Important to the business
Mission Critical to the business
5 to 100 agents
30 to 250 agents
Simplicity
Feature richness
Voice centric with multichannel
Blended multichannel
English
G-14
Position the right product first time
Based on size and growth
Requirements – now and future

35. Avaya Contact Center Solutions for IP Office
Avaya IP Office Contact Center
Avaya Contact Center Select
voice, , web chat
5-100 agents
voice, , web chat, SMS, fax
30 – 250 agents
Preview / progressive outbound calling Local or remote agents Skills-based routing Supervisors, reporting (real-time and historical), call recording
Database directed routing
English only
G14 languages
Futures under consideration:
Expanded localization
Turnkey H/W Appliance
SMS/Fax gateways
Advanced open interfaces
Applications (POM, AEP, WFO)
Social media integration
High availability
Enterprise management capabilities
POM=Proactive Outreach Manager, AEP=Avaya Experience Portal, WFO=Work Force Optimization

36. Midmarket Avaya Contact Center Solutions Product Delivery Timeline Overview
End June 2014 Avaya Contact Center Select GA
1/28 Avaya IP Office Contact Center Press Release
4/29 Avaya Contact Center Solutions Launch
2/28 Avaya IP Office Contact Center GA
3/3 Orderable
2/7 APSS
Cert Test
April
(TBD)
ASPS
Training
April 28th
APDS
Training
1/22 APSS
Training

37. Tools

38. Available at announcement Check the Avaya sales portal for updates!
Your Resources
Available at announcement
Partner pitch pack
Customer deck
Fact Sheet
FAQ and Q&A documents
Product offer document
Available soon!
Customer References
Competitive Information
Feature videos
Use Case scenarios
eBook
Solution Guide updates
Sales Playbook updates
FROM A SALES ENABLEMENT PERSPECTIVE, WE TOOK A BIT OF A DIFFERENT APPROACH WITH THIS LAUNCH – WE’RE LOOKING AT IT FROM THE CONTINUUM OF THE SALES CYCLE AND CREATING CONTENT, TOOLS, COLLATERAL, DEMOS, VIDEOS, AND OTHER RESOUCES THAT ALIGN WITH EACH STEP IN THE SALES CYCLE.
SO IN THE “PLANNING” PART OF THE SALES MOTION, THERE’S THE VIRTUAL PARTNER FORUM EVENT THAT WE JUST TALKED ABOUT. AND AGAIN, ENCOURAGE YOUR PARTNERS TO SIGN UP TO WATCH THE REPLAY OF THAT EVENT. IT’S A GREAT WAY TO GET STARTED IN SELLING TO THE MIDMARKET.
A MIDMARKET SALES PLAYBOOK THAT WILL HELP SALES PEOPLE ENGAGE WITH CUSTOMERS AND OVERCOME OBJECTIONS.
ADDITIONALLY, THERE’S A DETAILED SOLUTON GUIDE FOR PARTNERS THAT LOOKS AT THE OVERALL SOLUTION – ALL THE ELEMENTS THAT MAKE UP THE SOLUTION – AND SHOWS HOW THEY ALL WORK TOGETHER.
THE MIDMARKET SOLUTION GUIDE FOR PARTNERS PROVIDES PARTNERS WITH A VIEW OF NOT ONLY IP OFFICE 9.0, BUT ALL OF THE SOLUTION ELEMENTS THAT MAKE UP OUR MIDMARKET SOLUTION – NETWORKING, VIDEO COLLABORATION, MOBILITY APPS AND SECURITY. EVERYTHING WE’VE BEEN TALKING ABOUT SO FAR.
THE GUIDE GIVES YOU AN OVERVIEW OF THE MIDMARKET OPPORTUNITY AS WELL AS THE COMPELLING ECONOMIC BENEFITS YOU CAN ACHIEVE WHEN YOU SELL THE ENTIRE MIDMARKET SOLUTION. FOR INSTANCE, PARTNERS THAT INVEST IN THEIR INFRASTRUCTURE TO SELL THE FULL SOLUTION CAN REALIZE ALMOST DOUBLE THE MARGIN RETURN COMPARED WITH SELLING STAND ALONE IP OFFICE DEALS. THAT ALONE IS A SIGNIFICANT REASON TO START SELLING THE FULL SOLUTION.
WITH THE GUIDE, YOU’LL GET A VERY GOOD UNDERSTANDING OF HOW EACH OF THE SOLUTION ELEMENTS THAT SURROUND IP OFFICE AND CONTRIBUTE TO THE SOLUTION. IT ALSO HELPS YOU UNDERSTAND HOW TO POSITION THOSE ELEMENTS WITH YOUR CUSTOMERS TO HELP THEM SEE WHY THEY ARE IMPORTANT AND THE IMPACT THEY CAN HAVE ON THEIR BUSINESS.
WE ALSO HAVE A CUSTOMER VERSION OF THIS GUIDE THAT YOU CAN GIVE TO PROSPECTS AND CUSTOMERS SO THEY CAN TAKE THE TIME TO EDUCATE THEMSELVES ON THE SOLUTION. WE’LL SEE THAT IN THE PROPOSAL STAGE OF THE SALES CYCLE.
Check the Avaya sales portal for updates!

39. Summary Avaya Contact Center Solutions for IP Office
Simplicity you expect - Built on the proven IP Office software platform
Cost effective capabilities to meet the growing demands of the midmarket
We have the innovation, expertise, and focus to partner with you to create and deliver a sustainable advantage for business now and in the future.
20+ years helping organizations solve some of their biggest contact center and unified communications challenges
Your path, pace, choice - No “rip and replace” forklift upgrades - Now or in the future.
Contact Center is the fastest growing segment of is the midmarket
Be a part of it!