AVAYA CLOUD SOLUTIONS DELIVERED BY BT WHOLESALE

“ ” Avaya Cloud solutions is part of Hosted Communication Services Contact Centre and Unified Communications Enterprise grade functionality, scalability and service Because our Hosted Communications Services are embedded within our dedicated next-generation network, we offer built-in quality of service, security and resilience. It has all the advantages of the cloud, only better… “ ”

Cloud – if you had any doubt… 25% of surveyed companies utilise hosted services; of non-users, 47% are likely to use hosted services within the next 12 months Frost and Sullivan 56% of survey respondents currently use or plan to use collaboration through a software as a service (SaaS) deployment model Forrester Cloud-based contact centre seats are expected to grow at 24% compound annual growth rate from 2013 to 2016 DMG Consulting

Contact Centre as a Service (CCaaS) is here! $2,000 1,600 24.3% Global CCaaS agent seat CAGR CCaaS is taking market share from on-premise platforms Revenue Agents $1,600 1,200 CCaaS Revenue (Dollars in Millions) CCaaS Agents (in Thousands) $1,200 18.1% Global CCaaS agent revenue CAGR 800 $800 Businesses must participate in cloud delivery or risk losing market share 400 $400 2.1% Global contact centre agent revenue CAGR $0 – 2013 2014 2015 2016 Sources: Gartner, DMG, 2013 CAGR from 2013 to 2016 Sources: Gartner, DMG, 2013

UK Contact Centre opportunity Note 1: Analyst forecasts range 600,000 – 800,000 agents Note 2: Analyst forecasts range 1400-1900 CC deployments Source: ContactBabel 2014 is defined as 1600 contact centres with >50 agents, representing 700,000 agents Large contact centres (with over 250 agent positions) employ around half of all contact centre staff, despite accounting for less than 9% of physical contact centre sites

UK UC opportunity Source: Ovum UC Services Forecast 2014-2019 Hosted Avaya enables service providers to target the corporate/ enterprise UC market where Ethernet is the network of choice Ovum forecast the Hosted UC market to be worth £377m by 2017 supporting 2.7m business users

UK Avaya legacy system status Sales opportunity for Channel Partners – but also threat from competitors Platform Systems Active Ports Active Systems (EOMS) Ports (EOMS) ACM (Red) 6,200 5.1M 3,300 3.2M CS1K / Meridian (Blue) 7,500 3.6M 6,800 2.8M Total 13,700 8.7M 10,100 6M

The Enterprise market for hosted UC and Contact Centre is growing rapidly UK Contact Centre Market Hosted market growth On premise Hosted 700K contact centre agents in the target segment 2017 UK Unified Communications Market On premise Hosted 5m PBX/ UC seats in the target segment CC market There are about 700K agents in the mid-market/enterprise/gov’t segment Analysts estimate c.10% cloud penetration, growing to 20% over the next 3 years UC market There are about 5m seats in the mid-market/enterprise/gov’t segment Analysts estimate c.30% cloud penetration, growing to 60% over the next 3 years CC ambition The hosted market will grow from around 60K to 140K, and we will take 35%-40% of that market UC ambition The hosted market will grow from around 1.5m to 2.9m, and we will take 25% of that market, which is more fragmented and highly contested 2017

Avaya Cloud Solutions Drivers Hosted Avaya Enterprise Solution with roadmap Carrier grade SLA Opex model and flexibility Channel Partner Declining returns Competition for maintenance Commoditisation of support activity Growth constraints Constraints on capital, risk and time End Customer Market: Lack of systems flexibility Inability to respond to new market needs Reduce unexpected costs Constraints on capital Increasing business risk Reliance on scarce skills Concerns about resilience and security End customer Capex based systems designed for peak capacity offer no flexibility, every change is a new PS project Lack of flexibility and responsiveness means inability to respond to market requirements, and thus becoming uncompetitive Upgrades or equipment failures can created unbudgeted expenditure Reseller End customers capital constraints flows through to declining returns fro resellers unless they have an opex model Declining pool of highly contested maintenance contracts Declining margins on provisioning and basic service activities Growth is constrained by people intensive PS activity and scarce skills

Avaya Cloud Solutions Proposition

Session Agenda The Avaya Cloud Solution Platform The Service Model The Commercial Model I am Simon etc Chris and I are goinmg to take you the meat of the proposition We’re going to cover 3 areas

The BTW and Avaya Cloud Solutions Foundation Designed for Channel Partners Follows Avaya 2 tier distribution model Aligned to Avaya Connect program Supports service and commercial differentiation by Channel Partners Avaya Cloud Reference Architecture Based on Avaya Cloud Reference Architecture. Avaya Aura® Enterprise feature set supporting UC and Contact Centre capabilities Always current – alignment with GA calendar Simplicity, Resilience and Security Portal based ordering reduces order time to 30 minutes Avaya Control Manager transforms MAC management Avaya Aura® HA architecture and integration within BT strategic voice platform delivers carrier grade security and resilience Transformational commercial model True utility model – not based on licenses Unique charging model reduces user costs by >50% Channel Partners can manage utilization to optimize margin Speaker notes: Keep current Built foundation, with core infrastructure, UC and CC Goal is to bring all elements of the Avaya enterprise portfolio onto the core infrastructure Cloud Ref Arch roadmap is not nailed down. Currently an indicative plan. New functionality will be added under a series of Feature Packs to speak time to market. Introduction of new functionality under the Cloud Ref Arch is principally a function of test, and not net new application development. Testing existing Avaya enterprise functionality under the Control Manager (management and billing framework). However, this an open architecture, which can support variants. Functionality outside of the core Reference Architecture, supported on site, under Capex or Opex terms. Design validation and interoperability with the core Reference Architecture supported performed under formal technical review process.

Underneath the bonnet it’s the ACS Reference Architecture

ACS - A Geo-Resilient Architecture, Delivering Carrier Grade Service Channel Partner Service Boundary ACS Service Boundary HA DRS Clusters BT Data Centre BTW SIP Trunking BTW Ethernet WAN Access End Customer BT Strategic Voice Infrastructure Automated Service Portal HA DRS Clusters BT Data Centre Ordering Portal The Avaya technology is deployed in HA/DRS clusters in each data centre, so there is very high levels if resilience within each DC, and then these are mirrored across a geo-resilient infrastructure to deliver a better than 5 9’s availability in the core This is engineered for very high levels of resilience, but the core focus has been to minimise impact of outages on user exp. Eg customer impact … This platform is supported by a collaborative service management model resourced by BT and Avaya experts so that appropriate skills are brought to bear for any specific service issue What is completely unique about this platform is that the core technology is deployed and integrated within BT’s strategic voice infrastructure. Most people ill be aware that voice service are rapidly transitioning from traditional TDM to IP. BT has made huge investments in IP voice gateways and interconnect with a hundreds of operators. This IP voice routing and interconnect technology is deployed across muliple DC’s across the UK, and the ACS technology is deployed in 2 of those DC’s, tightly integrated and co-located with our strategic voice platform. This close coupling delivers unprecedented security, resilience, performance and peace of mind for your customers. E2E solution presented as an Ethernet to the channel partner. Defines our service boundary. Unlike other cloud propositions the Channel partner is responsible for the customer network, LAN and CPE, recognizing that in many cases the end customer will want to utilise an existing MPLS or Ethernet enterprise network. The ordering portal will be described later, but highlights the benefit if integrating the SIP capability 1) simple ordering and service establishment 2) seamless SLA E2E 3) allows us to bundle the SIP capability into the service so you will save vs any 3rd party SIP provider. 4) uniquely BTW SIP supports outbound diallers with very high CPS capability Aura Cloud Reference Architecture

All ACS SIP trunks are non-contended Dedicated SIP trunks per end customer are provisioned to guarantee service Dedicated CC Trunks Dedicated CC Trunk Group WSIPT Dedicated Instance per End Customer Dedicated UC Trunks Each Trunk Group manages the max call capacity allowed based on channel partner entered information. HA DRS Clusters End Customer Network Dedicated CC Trunks Dedicated UC Trunk Group Dedicated UC Trunks HA DRS Clusters Numbers built against appropriate Trunk Group Presentation numbers set against individual trunks. All ACS SIP trunks are non-contended

Call Processing Availability 99.99% pa Delivering an end to end service underpinned by carrier grade SLAs and SLGs Channel Partner Service Boundary ACS Service Boundary HA DRS Clusters BT Data Centre BTW SIP Trunking BTW Ethernet WAN Access End Customer BT Strategic Voice Infrastructure HA DRS Clusters BT Data Centre Call Processing Availability 99.99% pa Call processing is underpinned by Service Level Guarantees SLGs tracked by End Customer deployments so Channel Partners can construct E2E SLAs This integrated environment always us to offer and end to end SLA across the service domain 99.99% availability on call processing out to the PSTN Underpinned by SLGs – we start paying service credits for outages >30 minutes SLGs tracked by end customer so you cam flow through

Delivering an end to end service underpinned by carrier grade SLAs and SLGs Service Level Definitions Service availability Call Processing: 99.99% pa (53 minutes pa) Call Recording & Multichannel availability: 99.99% pa Avaya Control Manager Portal availability: Provisioning and fault reporting portal availability: 99.9% pa Service Level Guarantees provided on Call Processing Restore Time Service Credits payable after 30 minutes outage Response/ Restore Times Response Update Restore Voice Restore Other Severity 1 - Call processing is down for >20% of users 30 minutes 1 hour 2 hours 4 hours Severity 2 – Major problems for which there is no workaround 6 hours Severity 3 – Other problems for which there is a reasonable workaround 12 hours 24 hours Severity 1/2 support hours 24/7/365 P3 support hours M-F 0800-1800 BTW / AOS discussion: BTW SLA’s on other associated services – Broadband / SIP trunking.... AOS – SLA Alignment of the above.

Launch Capability – Unified Communications Mobility EC500; One-X Communicator (PC); Desktop Video; IM & Presence Telephony; Voicemail Foundation One-X Communicator (PC); Desktop Video; IM & Presence Telephony ; Voicemail Basic IPT & Voicemail Telephony; Voicemail; Presence (issued) Benefit of keeping on old profiles, Customer can’t ask for license upgrade, not like for like

Launch Capability – Customer Experience Management WFM Advanced Time Off Manager; Strategic Planner; Coaching; Advanced Scorecards; plus all WFM Basic features Performance Management WFM Basic Forecasting & scheduling; Advanced Adherence; Media Blending; Basic scorecards Contact Centre MIS Real-time & historical reports (ANAV); Real-time MIS feeds for Wallboards IVR – (Experience Portal) Touch Tone / DTMF; ID&V; Self-Service Automated Experience CTI-Integrations (AES) DMCC & TSAPI integrations; 3rd party system screen pop Outbound Basic outbound campaigns, click-to-dial Supervisor Basic Agent plus Supervisor interface, with Real-time and Historical Reporting plus Visual Contact Analyzer Assisted Experience Multi-Channel (EMC) Support for blended Voice, Email, Web Chat & SMS interaction management Comprehensive Launch offer – Agent,CR, Multi-channel, IVR, CTI integration Extending capability for Launch – WFM brought forward. Call Recording Line side recording, storage & retrieval Basic Agent Elite Routing; One-X Agent Softphone (shared control with SIP hardphone); hard-phone option;

How do we bring this together for you? Slide build: Sky high backdrop? Remove headings?

Avaya Cloud Solutions enables the partner value-add opportunity Partners Handsets/ ancillaries Access Network Network CPE Inbound Services CR Archive Storage Applications (CRM, PCI, etc.) Business Consultancy LAN Assessment Managed Services Ethernet services BTW Avaya Cloud Services Inbound services Avaya CPE Outbound minutes BTW service 3rd party solutions TR

ACS is a corporate cloud solution ACS is a corporate cloud solution. Partner skills, capabilities, accreditation and commitment are key: Commitment: Agree joint volume/ financial objectives and a joint plan to achieve Minimum spend per new customer: £500 per month Spend under this contract will count towards Channel Partner accreditation under the Avaya Connect partner program Contract Term: The later of 1 year from the contract date and the conclusion of the last services for your last End Customer Skills & Capabilities: Compliance with the competency model and credentials requirements for the service Undertake mandatory training Support Channel Partners must undertake 1st line helpdesk (handle all Severity 4 requests) Channel Partners must undertake customer MACDs Outsource to approved providers possible

The ACS 2 Tier Model empowers the independent channel to address the cloud CC/ UC market Distributor Channel Partner End Customer Avaya Distributor Channel Partner End Customer BTW Cloud Provider End Customer Channel Partner Tailored proposition for the Mid Market, Enterprise & Gov’t Aligned to Avaya distribution Support from Avaya Hi-Touch teams Fully aligned with Avaya Connect program

The Avaya Cloud Solutions service model assumes a material role for channel partners (Simon, please see next slide) On-board Service Provider Customer requirements capture Pre-provision customer Configure and enable customer Provision In-Life Hosted Avaya break/fix WAN/LAN break/fix 1st Line Triage 1st line Help Desk & MACs SO NB: BTW will not accept Severity 4 calls BTW/Avaya responsibility Service Provider responsibility

Our structured programme to bring partners on board is in place Engage Partner Understand proposition Enable partner Forecast and joint plan agreed Contract signed Establish partner ACS Submitted CRF Accredited partner Confirmed commitment Training-Sales Proposition/ in-depth Training – Technical Sales Product training Establishment BTW ACS and CPE Sales Proposition USP Pricing strategies How to complete customer solution Technical Sales UC & CC in detail Numbering CPE, Network & Infrastructure CTI Interfaces Billing & Reporting Avaya Control Manager (ACM) training ACM Service Provider platform Add & configure users Delegate responsibility Reports Partner in-life and sales Partner Operational readiness Establish partner – Inbound Establish partner – Ethernet Slide build: Build 1 – top half Build 2 – bottom half Speaker notes: Reference potential to leverage Delivery Partner for config and Service Desk Provision and on-board customers Sales Campaigns Operational enablement: Provision, configuration, 1st line support, fault management, process, resources, contacts Establishment and On-board Inbound Establishment and On-board BTW Ethernet

BTW domain Partner domain The ACS service model allows Channel Partners to create and deliver value Customer Provision Order fulfilment Order submission Customer requirements capture Configure and enable customer On-site provision Pre-provision CONTROL MANAGER 7.1 2nd Line Help Desk Triage/ Escalation 1st line customer Help Desk & MACs WAN/LAN, CPE or partner app. resolve Customer In-Life Fix/ resolve Slide build: Build 1 – top half Build 2 – bottom half Speaker notes: Reference potential to leverage Delivery Partner for config and Service Desk BTW domain Partner domain

Channel Partners order ACS CC/ UC services for customers through the BTW Ordering Portal

Avaya Control Manager – simplified management tools AVAYA AURA® CALL CENTER ELITE (CC ELITE) AVAYA CALL MANAGEMENT SYSTEM (CMS) AVAYA IQ AVAYA AURA® PERFORMANCE CENTER (PC) AVAYA CONTACT CENTER EXPRESS (CCE) AVAYA AURA® ELITE MULTICHANNEL AVAYA INTERACTION CENTER (IC) AVAYA AURA® EXPERIENCE PORTAL (EP) AVAYA PROACTIVE CONTACT (PC) AVAYA PROACTIVE OUTREACH MANAGER (POM) AVAYA ONE-X® AGENT AVAYA AURA® WORKFORCE MANAGEMENT (WFO) AVAYA AURA® CONTACT CENTER (CC) AVAYA UC APPLICATIONS: Avaya Aura® Communication Manager Avaya Aura® Session Manager Avaya Aura® Presence Services AMS PROMPT MANAGEMENT AVAYA UNIFIED MESSAGING: Avaya Aura® Messaging Avaya Communication Manager Messaging Avaya Modular Messaging CONTROL MANAGER 7.1 See if we can find a better slide, simple admin interface ... and then have them automatically propagate to all of your Avaya contact center solutions – and even some non-CC applications -- across all of your enterprise locations. This means that tasks that used to be highly repetitive when multiple contact center components or locations were involved can now be done once -- in seconds. (** Speaker: if you know for sure that your audience has multiple Avaya Aura Communication Managers (CMs), mention that a single instance of Control Manager can cover an unlimited number of locations and CMs in both single user and multi-tenant scenarios.) The result? Reduced administration and faster response times to the changing needs of the business.

Simplified Management – reducing operational costs Control Manager User(s)/Station(s) Management Template Management Control Sphere Centralized License Tracker Agent(s) Management Organizational Chart Management Microsoft Active Directory (AD) Integration Self-Service Solutions (Avaya Experience Portal / Proactive Outreach Manager) Scheduling Capabilities Slide transition: Shrink previous slide into blue circle Speaker notes: Avaya Control Manager gives you a single point of control to manage and administer all of your key contact center applications and functions in a completely integrated way...Making it easy to define and change attributes and data once... Simplified management interface One interface to manage the complete ACS environment Taking cost out Push some self management to end customers (if you chose). Speed of change / meeting customer demand quicker If you are not using ACM you’re missing out on the ongoing benefits of having a comprehensive single point of administration. Speaker: Reinforce value of cross-center integration Role-Based Access Controls (Permissions) Auditing Capabilities Centralized Administration

Avaya Control Manager Comprehensive license tracking and management Recent industry studies have shown that most businesses are challenged to keep accurate track of the licenses for their key business applications. Avaya Control Manager was designed with this in mind, and includes an extremely robust capability for identifying and managing all of the licenses associated with your contact center. So say goodbye to license worries – Avaya Control Manager will help ensure that you always have the right number of licenses to power your key customer experience solutions.

Avaya Control Manager Work flow creation couldn’t be easier Since no programming expertise is required… Designing a customer experience has never been simpler! Conversation Sphere gives you unprecedented control and simplicity... ... and allows your non-technical users such as supervisors, analysts, and contact center managers to design Avaya Aura Experience Portal applications. Creating and managing your self service applications – whether DTMF (Dual Tone Multi-frequency) or Voice driven-- has never been easier... or more efficient. With Conversation Sphere, users can change and validate menu structures, prompts, and schedules in real-time, with automatic provisioning to all the other Avaya systems in your center.

Introducing ANAV Real Time and Historical Reporting for Contact Center Environments ANAV Visual Contact Analyzer Cradle-to-Grave Contact Center Reporting Provides real-time contact center statistics integrated with business data from legacy systems Includes a design environment for dashboard and report customization Allows supervisors and managers to use one application to manage all aspects of the contact center

The Commercial Model Sky high backdrop

True Utility Approach.. Hosted Avaya Channel Partner End Customers End Users PUPM £ £ PUPM £ £ Commercial model is based on PUPM charging fees through the channel to the end customer NO capex for the channel partner – minimal onboarding costs for end customer A complete utility model 12 month commitment per new end customer UC volumes - based on the number of provisioned users CC volumes - based on a unique Average High Watermark model – this is UNIQUE! Its utility – per user per month

End Customer RRP – Unified Communications Mobility EC500; Foundation One-X Communicator (PC) Desktop Video IM & Presence One-X Communicator (PC) Desktop Video IM & Presence Basic Telephony; Voicemail, Presence (issued) Telephony; Voicemail; Telephony; Voicemail; End Customer Price £tba per user per month End Customer Price £tba per user per month End Customer Price £tba per user per month

End Customer RRP – Contact Centre £50 per port per month £20 per user per month +Experience Portal (IVR) +Supervisor Supervisor AEP/IVR £22.50 per user per month £25 per user per month +Call Recording Voice Recording +Multi-channel Multi-Channel Contact Routing + Preview O/B £60 per user per month Basic Agent Voice Agent (Elite Call Routing & CMS) UC Foundation Standard: £18.00 PUPM Advanced: £30.00 PUPM Basic: £1.50 PUPM Advanced: £2.50 PUPM +WFM Scheduling WFM Scheduling +CTI Integration CTI Integration

ACS innovative commercial model provides Channel Partners with significant competitive advantage ACS Pricing basis Basic Elite Agent AEP/ IVR Port WFO Call Recording ACS pricing: TRUE UTILITY £60.00 £50.00 Aggregated AHWM EQUIVALENT: Typical Cloud delivery basis £42.00 £35.00 £32.50 Peak in month EQUIVALENT: Typical On-Premise basis £28.00 £23.30 £15.00 Named agent

The Average High Water Mark (AHWM) pricing model gives you to opportunity for flexible end-customer pricing Standard Scenario - Typical CC Profile A “peak concurrent usage” model would charge for 110 agents in this scenario The ACS AHWM model charges for 71 agents Delivers incremental savings of circa 35% vs peak monthly charging 161 110 Burst Scenario A “peak concurrent usage” model would charge for 161 agents in this scenario The Hosted Avaya HWM model would charge for 81 agents Reduction of 51% Slide build and graphics: Under Standard CC Profile Pointer on 110 Agent peak Horizontal line across chart at 71 Then remove pointer and horizontal line Burst Scenario: Pointer on 161 Agent peak Horizontal line across chart at 81 But there’s more… Instead of peak usage in CC environment we From UC perspective, there is no average high watermark Note: These illustrative reductions relate to the usage volumes counted for CC Agents. From a charging perspective, the difference between the number of provisioned agents and AHWM agent usage will be charged at the UC Foundation rate. This means the financial saving will be 5/6th of the above numbers.

And there’s more………the Aggregated Partner Peak Standard approach for calculating Daily Peak is to add together each of the End Customer Daily Peaks In the illustration shown this results in a Daily Peak of 1425 Per Customer Daily Peak =1425 Aggregated Daily Peak =1200 BT Wholesale will perform this calculation at the Channel Partner aggregated level We will identify the Daily Peak usage across the aggregated user base In the illustration shown this results in a Daily Peak of 1200 A further saving of 15%

What It Means To You In REAL Terms….£££ Cloud Competitor count = 300 £18,000 £10,200 End Customer monthly cost @ £60pcm AHWM Reduction Aggregated Daily Peak Reduction AHWM Reduction Peak agents in month ACS count = 170 Channel Partner typical buy price: c.£7,000 Significant deal headroom vs. competitor price Opportunity to develop innovative price structures Additional value opportunities from PS, CPE, Network, Calls and Inbound Services Sales pitch So, not only have we removed the barriers to entry by building a zero cost to you full suit of market leading application , we are delivering you with the most unique commercial model available in the market today to help you drive and retain value/margin for your business, and to offer true competitive edge differentiation to your customer In most cases, Channel Partners will use this margin to structure deals which help end customers move to a hosted service Examples 1) On-boarding incentive License/platform buy back of legacy Avaya estate Cost of change contribution to a competitor rip’n’replace Future capability development fund Re-state as a lower per user charge based on defined profile Eg in the previous example, the Channel Partner could offer a PUPM price of £34 to deliver the same monthly fee for 300 agents Hi-flex model Enabling support of contact centres with very high min/max usage profiles Sensible room to deliver the right price to your customer and retain an improved level of GM with less cost!

The ACS pricing model enables numerous innovative deal structures

Cloud transforms the opportunity value and Total Cost of Ownership Traditional Sale Outbound calls PSTN ISDN Inbound Premises PBX Most elements usually out of scope PBX Sale ££ Cloud Sale Outbound calls SIPT Ethernet BTW Inbound ACS CALLS: Inbound and outbound calls on IP can be cheaper CLOUD: Hosted solution can improve resilience and flexibility Cloud solution cost includes hosting ACCESS: Flat monthly price for Ethernet, no more ISDN.. Premises LAN and phones, no more Premises PBX Cloud Sale £££

Avaya Cloud Solutions creates the opportunity to impact the Total Cost of Ownership (TCO) which is key to success Case study: Upgrade of existing Aura® platform supporting 120 CC agents with CR and 150 UC users across 2 sites connected by MPLS One-Off £130K £34K Recurring pa £32K £90K Data Centre & Infra £37K £0 Network £20K 30K SIP/ISDN £45K £2K Calls £40K £25K Inbound -£7K Total 3 Year £652K £454K ACS deal scope Typical on premise deal scope Usually out of scope On Premise Avaya Cloud Include the “hidden” data centre and infrastructure costs Remove existing network and ISDN costs Include benefit of competitive outbound and inbound call charges Attractive End Customer TCO Channel Partner Revenue opportunity increases by 100%

Maximise Revenue: ACS includes the premises CPE you need to complete the end to end customer solution The BTW CPE proposition includes: Avaya IP Phones Headsets 9601G Ethernet 9608G Payment options An End Customer leasing package: Lease periods are available from 1–7 years Payments Monthly/Quarterly/ Annually Any additional assets can be included in the lease Set-up fees and project costs can be included on lease Pay direct to BTW and get up to 2 months credit BTW bill on WD 5 of the month for everything on the preceding calendar month 28 days to pay equates to 2 months credit on CPE, further benefiting cash flow 9611G 9621G Deploying s Avaya networking allows you to extend the Avaya networking fabric out to the end customer environment which pens the opportunity to support applications locally on premise eg VR Lease option highly attractive 9641G B179

Maximise Revenue: Wholesale Ethernet connectivity - Dedicated customer connection with Ethernet Diverse resilience BTW Ethernet cloud Customer site BGP Peering BTW owns Etherways CP owns Etherflows over shared access Etherway Etherflows Product boundary

Maximise Revenue: Wholesale Ethernet connectivity – Interconnect to an existing customer network BTW Ethernet cloud CUG Customer sites In Building Handover where the customer’s network has a presence in the same exchange building as a Wholesale Ethernet Node. Etherway Etherflows BTW owns Etherways CP owns Etherflows over shared access Product boundary

Maximise Revenue: Inbound Services – IP improves call economics delivering double digit % savings BTW Inbound Intelligent network BTW SIPT ACS BTW IP delivered Inbound Calls, gives improved £ margins Local exchange Tandem exchange Tandem exchange Local exchange PSTN delivered Inbound Calls have higher costs, and less £ margins

Maximise revenue: BTW’s Inbound platform & network supports business critical use IN Platform 4 diverse nodes - If one node is taken out of service and a server on each of the other three nodes is also taken out of service there would be no effect on customers’ service High resilience 1,400 CPS capacity with full resilience 7,200 IVR ports capacity High capacity 6,000,000 calls per day 60 milliseconds typical call set up time High through-put Nottingham 24-7 365 NOC support 99.999% Availability Milton Keynes High availability Reading Crawley

Summary commercial benefits Opex model for you and your customer Unlocks latent spend within the End Customer market Gives you control over pricing and service models Competitive advantage Secures long term annuity revenues Improves End Customer TCO Extends your relationship with customers Maximises your revenue opportunity Enterprise LAN BTW Data Centre Cloud Customer WAN Avaya Virtual Services Platform