1. Avaya IP Office™ Platform Customer Presentation
© 2016 Avaya Inc. All right reserved

2. Agenda What’s Happening in the Market Solution Overview
How Avaya Makes Customers More Successful
About Avaya IP Office
© 2016 Avaya Inc. All right reserved

3. Avaya Leadership
The leader in SME Telephony Systems at 23.1% share (1)
The leader in IP Telephony at 21.6% share (2)
The leader in Contact Center/ACD at 25.8% share (3)
The leader in Unified Messaging at 46.8% share (4)
Positioned in Leaders’ Quadrant for second straight year
Gartner Magic Quadrant, Midsize Enterprise UC – NA – 2015/16
Sources: [1] Dell’Oro Group; [2] IDC; [3] Gartner, Inc.; [4] IHS Technology

4. Key Market Trends impacting your business
New Customers
with New Needs
Focus on
Customer
Experience
Rise of the Mobile
Workforce
There are 3 key trends that are driving Avaya’s strategy:
The appearance of new kinds of customers;
A deepening focus on customer experience as a competitive differentiator; and
The rise of the mobile work force
New Customers recognize that:
• Software is moving from on-­premises to the cloud, with hybrid mixtures becoming most common place
• Business units now purchase their own technology solutions without going through IT
• New decision makers focus on business outcomes vs. technical requirements.
• Emphasis on improved productivity, cost saving and higher profitability.
• **By 2017, marketers will spend more on technology than the CIO. – Gartner**
Focus on Customer Experience
• Customers want to interact with businesses through new channels and devices.
• Social networks, applications and mobile platforms provide channels for two-­‐way communication.
• As the new face of the firm, digital channels are the core of the customer experience.
• Technology can help companies engage with end users through omni-channel communications
• Marketing will need to lead these technology purchase decisions.
• **In two years, 90% of companies expect to compete almost entirely on the basis of customer experience. – Gartner**
Rise of the mobile workforce
• Mobile technology has created a world focused on real-­‐time, flexible & always-­‐on communication.
• Employees expect enterprise technology to equal the mobility and agility of consumer technology.
• Companies can now enable teams to engage across offices, time zones languages and device types
• Technology can extend the benefits of mobiliy past collaboration to value generating engagement.
• Work is what you do, not where you are.
• **Over 54 million employees are currently involved in some form of remote work. – Gartner**
These key trends are drive Avaya’s focus from Collaboration to Engagement
Collaborate and Engage

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

6. Engagement Drives Positive Business Outcomes
When organizations successfully engage their customers and their employees, they experience a
240%
boost in performance-related business outcomes compared to an organization with neither engaged employees nor
engaged customers*
Increased Productivity
Enhanced Innovation
Higher productivity increases efficiency
Improves the customer experience
Engaged employees brings out creative ideas
Increased innovation drives new ideas and future growth
Cost Reduction
Higher Retention
Remote employees reduces real estate = higher retention
Reduce maintenance, increase uptime
CapEx or OpEx – your choice
Highly engaged employees are less likely to leave
Higher retention reduces costs & maintains institutional knowledge
*Gallup: State of the American Workforce Report 2014

7. 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, , 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.”

8. 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
© 2016 Avaya Inc. All right reserved

9. 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

10. 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, , and fax
Handle more calls with fewer people via self-service
Provide reporting tools to show you how well your business is supporting customers
© 2016 Avaya Inc. All right reserved

11. 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
© 2016 Avaya Inc. All right reserved

12. With a New Avaya Solution You Can: Make your teams more productive
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
© 2016 Avaya Inc. All right reserved

13. Avaya IP Office™ Platform - A communications solution designed for growing businesses
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, , fax
Helps people work from anywhere: integrates with your mobile, find me / follow me

14. Avaya IP Office A Simple, Powerful Collaboration Solution
Virtualized software, dedicated server, or appliance
Deployed on premise, in the cloud or both!
The broadest range of endpoints Comprehensive UC and CC Solutions

15. IP Office (Call Control)
Flexible deployment options Premise, cloud, hybrid – best of all worlds
Call Control and IP or Digital Endpoints are on premise - Add UC and CC solutions via cloud
Current IP Office premise-based system, can add UC and CC as Opex
Fully resilient:
Cloud to cloud
Cloud to premise
Premise to cloud
Premise to premise
Built-in, always on security
Datacenter
IP Office (UC)
UC/CC apps
On-Premise
IP Office (Call Control)
Endpoints

16. Business Drivers For Migration to Cloud
Shift from CAPEX to OPEX expense model
Most scalable, cost-effective offering of collaboration solutions
Outsource IT complexities and costs
Pay-per-use model provides great financial flexibility
Reduction in total cost of ownership (TCO)
Stay current with latest updates
“The core issue is not the cost of the hardware and whether you pay for it upfront or over time,”
“Really, who cares? The real question is, what is the cost of managing the security, availability, performance, and change of the computers and storage…”
Timothy Chou, a CFO magazine columnist who teaches cloud computing at Stanford.

17. Did you know 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 3000 users & 150 locations
Call recording
and playback
Mobile UC access using PSTN and VoIP networks
Up to 512 ports of meet-me audio conferencing

18. AN IP Office to meet your needs
Single code base. Easily scales
For robust larger scale team, mobile, and customer engagement with highly resilient software-based solution
IP Office Select
For robust team, mobile, and customer engagement on a software-based solution
Server Edition
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 basic telephony on a simple-to-deploy appliance
Basic Edition

19. User Solution Application for Every Worker
Choices Based On Job Function
Power User
Officer Worker
Basic User
Receptionist
IP Office User Solutions
All user solutions, except for Receptionist, require Preferred Edition software of higher.

20. Avaya IP Office Endpoints
Premier, Flagship
Hybrid
Value-Based Telephony
9600 IP Desk Phones
Gigabit Ethernet with embedded switch*
3 & 8-button, and touchscreen options
Color display*
1400 & 9500 Digital Sets
1600 IP Desk Phones
4, 8, and 16-button options
Paper or paperless label options
Lower energy requirements
Same usability as IP Phones
Key-System Like Operation
Paper Button Labels
3, 8, and 16-button options
H175 videoconference phone
Wireless
Conference Phones
7” touchscreen
Cordless handset
Bluetooth
Detachable camera
B100 Series Phones
DECT & Wi-Fi Sets
Avaya OmniSound Technology
Super Wideband Audio
Analog or IP
Conference rooms and executive suites
Small to large coverage areas
Standard and ruggedized options

21. Powerful Web Collaboration Solution
Team Engagement
Powerful Web Collaboration Solution
Desktop/Application Collaboration
Document sharing, remote desktop control, White Boarding
PC audio
Supported on Preferred Edition, Server Edition, and IP Office Select

22. Integrated Meet-Me Audio Conferencing
Team Engagement
Integrated Meet-Me Audio Conferencing
Add, drop and selectively mute participants
Access via desktop, browser, tablet, smartphone
Scheduled or ad-hoc
Supported on Preferred Edition, Server Edition, and IP Office Select

23. IP Office System Administration
Management Designed for Simplicity
Web-based access simplifies administration
Deploy mobility with a single click
Context-sensitive help reduces time searching
Fast, easy upgrades
Centralized Management and Centralized Licensing

24. IP Office System Administration
Reduce time for Day-1 provisioning of users
User provisioning via LDAP synchronization
Can be run on-demand or as a scheduled job
Supports customized provisioning rules
User field synchronization screen
Supported on IP Office Select

25. IP Office Resiliency – premise based
High-availability without high costs and complexities
User Every site has an automatic backup
Active calls stay connected
No idle hardware
No additional licenses
Headquarters
Location 2
Location 3
Location 4
Secondary
Server
Primary
Highly-Resilient Architecture

26. IP Office Resiliency – cloud and hybrid based
Deploy mixed, fully resilient architecture
Cloud to cloud
Cloud to premise
Premise to cloud
Premise to premise
Business interruption
Disaster Event
OPEN FOR BUSINESS AS USUAL
Benefit with CAPEX and OPEX in a secure resilient deployment

27. 3rd Party Desktop Application Integration
Embed Avaya UC in the applications you already use
Supports popular applications
Lync/Skype for business
Outlook
Salesforce.com
The capabilities you need
IM/Presence*
Click-to Call
Directory integration
*Note: IM/Presence supported with Outlook and Lync integrations
Supported on Preferred Edition, Server Edition, and IP Office Select

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

29. Customer Use Cases Situation: Working from the office
Situation: Working from home or hotel
Situation: On-the-go sales person
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
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 just to talk to the office. Customers are even harder to talk to.
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

30. The Enabled Office Worker
Business Impacts and Stats
Did you know…
69% of people who call a business will hang up rather than leave a message1
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
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: SFDC, Outlook, Office 365, Gmail, Skype for business, Lync…..

31. Take your communication to the next level 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
A More Productive Office
Employees spend less time searching for numbers
Desktop applications become communications enabled
The Enabled Office Worker

32. The Office Away From The Office
Business Impacts and Stats
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
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

33. Work as if you are in the office
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.
Your Office, Anywhere
Trade commute times for productivity
Recover days of lost productivity
per person, per year.
The Office Away From The Office

34. The Office On-The-Go Did you know… Business Impacts and Stats
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
You control the customer experience
Your sales person can control sales situations
Your company controls the number your customer calls

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

36. Avaya IP Office In Action…

37. Multichannel Contact Center Built-in Audio Conferencing
A Day in the Life
Serving Customers Faster and Smarter
Customer has product issue
Contacts Supplier via web chat
CC Agent escalates to voice call
Checks availability of Account Rep via Presence
Ad hoc conference call to discuss issue in more detail
Multichannel Contact Center
Avaya IP Office Contact Center
Avaya Contact Center Select
Built-in Audio Conferencing
Avaya IP Office™ Platform

38. Avaya Video Collaboration
A Day in the Life
Serving Customers Faster and Smarter
Customer CC Agent checks Product Mgr. presence
Sends IM to available PM to discuss issue
Product Manager launches video meeting to review product schematic
Product Manager resolves issue
UC: IM / Presence
Avaya one-X® Mobile Preferred
Avaya Communicator
Avaya Video Collaboration
Avaya Scopia®

39. UC: IM / Email Integration
A Day in the Life
Serving Customers Faster and Smarter
CC Agent locates closest Service Tech via Geo Presence
Agent IMs with Service Tech
s product schematic to Tech
Service Tech sets appointment to visit customer within 3 hours
UC: IM / Geo - Presence
Avaya one-X® Mobile Preferred
Avaya Communicator
UC: IM / Integration
Avaya one-X® Mobile Preferred
Avaya IP Office™ Platform

40. IP Office Enhancing your Customer Experience

41. Avaya IP Office Contact Center
A Multichannel Customer Experience
Your Customers and Prospect
Your Contact Center Resources
Agent Groups
Routed by skill
Voice
Agent
External Destination
Prioritized by
channel
Waiting Announcements
Web Chat
IVR
Want to conduct business how they want, in the channel they prefer
Outbound Dialer

42. increase productivity, improve customer service
Easy for customers to do business with you
Multichannel
Contact Center
Skills-based routing
Improve customer experience
Call Reporting
and Recording
Provide optimum customer service
Experience starts with ENGAGING your customer – in order to engage your customer – you must CONNECT with them – to truly and fully engage with them you must create a wow factor in experience for them – and you must be available when they need you. To connect with your customers you need to ENABLE your environment/resources with the right tools.
These are three phases that an organization will go through to deliver a completely IT enabled Business solution in our view.
ENABLE – this could include some of the following activities:
FCE such as Data center consolidation
Establish “Aura Cloud” model
Optimize CM and move to Aura
Technology and architecture refresh
Get current by upgrading to latest available release and leverage capabilities available by getting onto the latest release e.g. Business Advocate in Elite 6.x
Centralize management and trouble isolation
Add customer preferred media and modes
CONNECT - this could include some of the following activities:
Enhance routing
Increase scale
Connect, activate frontline resources and back office
Optimize the workforce
Deploy intelligent automation and proactive outreach
Integrated reporting and performance analytics
ENGAGE - this could include some of the following activities:
Goals-based, 1:1 work assignment and resource matching
Business intelligence and analytics
Awareness and 360º customer visibility
Business processes enablement
NOTE – taking advantage of Avaya’s Self Funded Roadmap service can help customers go through this process so ENABLE delivers cost savings to drive next phases of the evolution
It is important to realize the following:
Each customer’s starting point will be different.
The end state for customers will vary – some may only want to Enable. Others may want to do all three phases or parts of each.
The approach / speed with which customers undertake this journey will vary – some will do it small steps. Others will do all of it in one initiative.
Customers may not go through each phase sequentially.
Different customers may have done some of the elements in one or more phases and most of the customers we talk to will have done some elements of this evolution
The phases are complimentary to one another and should drive additional, incremental value for the customer through the progression from one to another.
The Evolution never really ends. The need for continuous improvement will continue to drive most organizations through this process on an ongoing basis.
However, it is important to note that there are implications of not doing all the phases, or not doing them sequentially. Here are some examples:
If CONNECT or ENGAGE before ENABLE then:
Degree of integration / innovation may be limited or not possible at all
Complexity of delivering, supporting, changing the environment could be considerably more extensive
The cost, time and effort may be considerably more
If only CONNECT but fail to ENGAGE:
Ability to differentiate in the market will be limited and could result in loss of competitive position, increased customer turnover, lower revenues, reduced customer acquisition, lower brand association
Assuming an organization goes through this evolution process successful and implements all three phases,, it will have addressed all four of the key drivers in Customer service today namely:
Increased Economic Pressures such as how do I drive more revenue, reduce my cost to serve and improve productivity and simplify my operations. By consolidating, integrating, simplifying the entire platform – this will deliver EFFICIENCY and SIMPLICITY
Changing Patterns of Customer Services and Expectations – such as how do I accommodate new modes of service, know and treat each customer individually, and tailor service to each customer. By CONNECTING the business opening up customer service to any channel and any part of the business - this will deliver PRODUCTIVITY and SYNERGY
Increasing Competitive Pressures – such as how do I differentiate my service and leapfrog my competition. By ENGAGING and using Customer Experience as a key strategic asset and differentiator for the business – this will deliver DIFFERENTIATION and LOYALTY
Supervisor and
Agent Desktop
Increase Agent and Supervisor efficiency
Self Service
Free agents to deal with ‘live’ calls
Outbound dialing
Create up sell opportunities

43. Avaya IP Office A simple, powerful unified communications system
Easy to deploy, use and manage
World-class Customer Engagement solution
Highly reliable and resilient
Investment Protection
Single or multisite
Wealth of
features
for effective team engagement
The flagship Avaya solution for Small and Midsize businesses

44. Simple, Reliable, Proven Solution
Avaya IP Office
Simple, Reliable, Proven Solution
Proven Track Record of Success
14 Million+ users worldwide
500,000+ systems worldwide
Avaya is #1 Worldwide - SME Systems*
25% Lower Total Cost of Ownership - Tolly Report
Global Reach