Copyright© 2002 Avaya Inc. All rights reserved Marty Parker Avaya Inc.

2 Unified (IP) Communication Topics Customers speak on Unified Communication Gartner Group speaks on Unified Communication Unified Communication Capabilities Leveraging the Internet and IP Telephony Unified Communication evolution

3 Focus groups identified top customer expectations from Unified Communication… * Source: Taylor Group, Unified Communication Value Proposition Global Research, 1Q2001 Respond With Speed & Quality Serve customers more effectively –Improved management of contacts, information and messages Boost productivity of key talent –Sales, service, executives, managers, knowledge workers are linked more effectively Focus on the Right Priorities Differentiated Value Stream Increase competitive advantage –Tools which allow key talent to focus attention on the ideas which have the biggest impact on the business … And Leverage My Investments

4 Professional Services; FIRE: Finance, Insurance & Real Estate TCU: Transportation;Communication & Utilities * Employee Functions mapped to industries from Labor Statistics ** E.g. High tech distributor Source: Yankee Group The value propositions are supported by analysis of how and where people work … 20%65%15% 60%28%12% Where They Spend Their Time Who They Are 25% Main Office / at the Desk on PC 57% Mobile Office / on the Road or offline 18% Remote Office / at Home or off-Site Professional; (e.g. consultant) Manufacturing ; FIRE; TCU; Wholesale** Sales personnel; Manufacturing ; FIRE; TCU; Management; Mobile Executives; Industry*Function

5 Returns on Unified Communication Investment Management of time, productivity and results –Increased customer satisfaction and loyalty –Unit time per task by speeding processes –Elapsed time per project for results –Employee time, leveraging the knowledge base Management of cost –The payroll – Paying for knowledge and time -- precious assets! –Facilities and communication costs Optimizing network usage, rates and charges Relieving traffic loads into contact centers: –Employee self service –Direct links to customer facing employees –Costs of capital via shortened cycle times These benefits have great similarity to the benefits of CRM, while extending much more broadly through the enterprise, into the virtual enterprise and supply chain.

6 Gartner’s definition of Unified Communications: Source: “Unified Communication is not Unified Messaging” Spring 2001

7 Gartner’s layered view of Enterprise Portals Source: “Unified Communication is not Unified Messaging” Spring 2001

8 Gartner’s Unified Communication Architecture Source: “Unified Communication is not Unified Messaging” Spring 2001

9 Unified Communication Goals For highly mobile & collaborative individuals — executives, salespeople and professional specialists — who require continuous interaction with customers, associates and/or partners wherever they work. Provide users with consistent & seamless access to critical communications tools, business applications, information, and transactions, via their choice of device and voice. To Deliver new enterprise efficiency resulting in increased productivity and better, faster responsiveness to customers — leveraging current investments.

10 Unified Communication Building Blocks The elements needed for business communication… Integrated access to directory and databases Near and Non real- time integrated voice, , fax and video Personal Efficiency Management Individually customizable communication rules Real-time “any media” conferencing and collaboration Contact & Information Management Calling & Conferencing Management WEB, WIRELESS & SPEECH ACCESS Message Management e.g. Siebel Systems

11 Typical Customer Deployment An illustration of how Unified Communication can be added… Avaya DEFINITY/ECLIPS Nortel Meridian Siemens HiCom Octel 200/300 Serenade Octel 250/350 Aria Intuity AUDIX MS Exchange Avaya Unified Messenger Other IMAP4 Systems LDAP Directories Corporate LAN/WAN CTI Links Existing Communication Capabilities Web & Wireless Speech & Telephony Wireless Data Networks Local or remote PC Browsers Avaya MM3400 PSTN Cell Network Both Or Singly Avaya UCC 1.1 Speech Access Server Web/Wireless Server Voice link(s) to PBX Up to 8 voic systems per UCC Server IP and IP Telephony TDM or IP Telephony

12 Using Speech Commands Workers ( Remote and Mobile, or Main Office ) Can … Manage Exchange-based contacts, calendar and tasks Screen incoming calls, set reminders and change find me/reach me contact number Increase Efficiency & Accessibility Hands-free dialing and addressing using contacts from the Outlook directory or the corporate LDAP directory Access Directories Launch voice calls from any phone Transfer, Hold, Drop Add or join a conference Selective drop for conferences Initiate Calls &Conferences View, listen, reply, forward, create, delete, save Read, reply, forward, list, filter, send Sort by media, sender and type Manage Messages

13 Using Wireless Data and Web Features Workers ( Remote and Main Office, or Mobile ) Can … Incoming caller ID via “pop up” screen Integration with optional Avaya™ EC500 Scheduler Increase Efficiency & Accessibility Easy connection to directories to launch calls or initiate conferences from any location Access Directories Telephony calling via any phone Add parties for conferencing Speed dial, hold, transfer, merge, drop Send all calls, call forwarding Initiate Calls &Conferences View, listen, reply, forward, create, delete, save Sort by media, sender, subject or receipt time Manage Messages

14 “Schedule an appointment” “Read my urgent e- mail message” Scenario: Having Your Own Speech Assistant “How many messages do I have?” “List my appointments” “Call Mike Preston at his office…Avaya come back” c c

15 Scenario: Browser and Wireless Data Access

16 Leveraging the Internet and IP Telephony Standards: Fosters standards-based interoperation –Access to messaging, information, directories, CTI, et al. Reach: Enables wide-spread access –Supported by important VPN and Security tools Modularity: Facilitates functional layering –UC Portals, Communication Apps, Infrastructure Servers Packaging: Produces optimal functional distribution –Browsers, thin clients, gateway servers, central resource Cost: Accelerates move to software-driven appliances –Maximum value on high volume, low cost appliances

17 Unified Communication: Moving Forward with IP Telephony IP Telephony will lower configuration costs –E.g. substitute IP links for T-1 network interfaces Depends on competitive Host Media Processing Requires development for signaling and signal processing IP Telephony will increase user functionality –Increased use of IP Softphone and SIP capabilities Standalone or embedded in applications and portals –Major benefit of 3G or Wireless Data networks Concurrent use of browser and conversation functions –Blending with other functions “Call Sender” of message; “Always On” presence and chat

18 Summary We are in the emerging stages of Unified Communication –Early adopters can create advantages The expectations and the benefits are significant –Business processes are driving the needs and solutions Avaya and others are delivering solutions now –And will evolve these progressively to the future Unified Communication answers the question: “What is a great application for IP Telephony?”