1. Focusing on Medium-Sized Businesses
Avaya Customer Interaction Express Sales Training

2. Agenda Understanding Midsize Business Needs
Avaya Customer Interaction Express
Positioning
Pricing and Configurations
Competition
Roadmap
Calendar of Activities and Training
Wrap Up
Key: do not confuse it with MVE. It is a different product.
Typical Avaya model: R&D in the US then deployed in EMEA. With this product R&D in Germany and therefore launch in EMEA first. Lots of benefit and resources locally. Not a US product. This is a first for Avaya
We start with definition of Mid Market as everyone as a definition.

3. »Understanding Midsize Business Needs and Customer Interaction Express«

4. Customer Service for Sustained Competitive Advantage
Seamless delivery of applications and services
Central Site, Branch, Remote
Leverage Global Resources
Business Continuity
Virtual Infrastructure
Information Management
Capture, Reporting & Analysis
Real-Time Information
Customer Experience View
Personalized Service
Consistent Information Access
Voice, , Web integration
Consistent Brand Experience
Customers
Expertise on Demand
Engage Enterprise Experts
Leverage Local Knowledge
Presence, Interruptibility
Best Skills Applied
Managed Follow-up
Improved Conversion Rates from Customer Segmentation
Differentiated Service
Enhanced Self-Service
Speech Enabled Routing & Information Access
Multi-Modal Information Delivery
Personalized Content

5. Focusing on Medium Sized Contact Centers
The Need:
Complete software suite solution : simple to buy, simple to deploy, simple to use and simple to manage - delivering the competitive advantage previously reserved for the largest Contact Centers
Customer Drivers:
Profitability, low TCO, Quick ROI
Meeting current and future business needs
Minimal install/move disruption
Leverages open standards
The Path:
Integrated and flexible solutions that allow to meet changing customer requirements and business needs at their own pace
Mobile and Distributed agents
Avaya has done lots of research on Mid market and the customer needs are different then large businesses....
Cost is a major contributor to the purchasing decision. Easy to price and to order! Simplified installation is key.
Needs to be easily configurable and customizeable
Demanding Customers
Sales Channel Needs:
Differentiated solutions
Easy to sell & quick to design + deploy
Delivering lower costs - higher margins
Promoting long-term customer relationships
The Result:
Competitive advantage from more efficient, responsive and effective business operations

6. Mid Size And Enterprise Businesses Different Needs By Segment
Specialized applications tailored to single purpose
Highly customizable deployment and implementation options
Multiple Operating Systems
In-house IT Expertise for Server and Application Management
Dedicated Servers for each application
Center
Contact
Reporting
Self Service
IVR /
Proactive Contact
Productivity
Desktop
CTI
Enterprise Business
----- Top part of slide
Avaya aquiered many different systems. Avaya comes from the large enterprise business with many of different solutions, driven by customer demands. Avaya adressing different markets with many requierements. Features gathered via forum and customer meetings and extensive research. Very mature applications. It resulted in a very powerful set of solutions. However integration requiered assistance. Scales over 100 agents.
Many have different OS, databases, integration points and so. Avaya current strategy is to move each aplications to common items such as common OS (linux), strandardize GUI, look and feel. Common loggin, support and so on. Makes everyones life easier.
Scaling down was not viewed as the right approch. Instead decided to continue investing on an exitisting and successfull application.
Avaya is investing a lot in its current CC applications to continue to integration.
- Bottom part of slide
In the past Avaya had many attempts to the mid markets with CTI solutions, CCE and others. Today, Avaya is changing its current portfolio by standardising on the OS with Linux for example as well as adopting open standards and making integrations of systems easier. For the Enterprise market. We believe 20 1to 150 agents is different value proposition. Usually companies with small IT departments and skills are around Windows and standard solutions.
In the Mid Maket space with the acquistion of Tenovis and the very poweful mid marke solution, avaya is now leveraging its investements to have a truely integrated solutions. It means single server solution, easy to install and so on.
Enterprise side: Avaya is very strong. Enterprise solution does not scale down to mid market. It means we have a new strategy for mid market.
The Mid Market solution CIE does not compete with IP office as channels in SMBS are different. Different market and the skills required than S8xxx servers.
Overlap depends on channel markets and countries. There is an overlap and it has to be addressed.
Avaya offering solution suite from 20 to 150. Product not capped but this is where we are positioning.
Software Suite
Shorter implementation cycles
Easier to manage
One solution to upgrade
Reduce infrastructure cost
Contact Center
Outbound dialling
Self-Service
Desktop Productivity
Mid Size Business
Reporting
CTI

7. Addressing Some Specific Needs of Medium-sized Businesses
The need for an all in one Contact Center Suite.
Requires the suite to run on as few Microsoft OS based application servers of the same type as possible (low TCO).
Requires the suite to be up and running with a relatively small implementation and system integration effort – compared to Enterprise Solutions.
Limited internal IT capabilities.
Uses Contact Center technology also to optimize overall communication processes.
Still requires a high level of functionality
Target market: approximately 100 to 1,000 employees
with workers in the contact center.
In talking with our customers in the midmarket we have discovered that they’re looking not for point solutions but for an all-in-one contact center solution/suite – easy to deploy, easy to use, easy to maintain
They also appear to be most comfortable with the MS operating system
They don’t have a lot of IT budget or a lot of time and resources to spend on implementing a new solution, but they also want to know that whatever solution they use can grow and evolve with them.
We are focusing on agents but for those customers who are focused on growth, CIE has the capabilities and scalability to grow with them.
Largest current BCC implementation is 3000 agents across 32 sites.
2200 customers
CIE is the evolution of the Tenovis BCC product – with new features/functionality/scalability
It scales up but we are focusing on solving the business needs of medium-sized businesses

8. Customer Interaction Express Delivering New Value for Mid Size Enterprises
All-in-one solution
Inbound/outbound, , Fax, SMS
IVR DTMF, speech, data access
Real time, historical reporting
Single agent, supervisor, and management interfaces
Graphical workflow editor
Multilingual, Multi-site
Fast implementation
Easy to manage
Flexibly evolves with business

9. Customer Interaction Express ~ All In One IP Communications Suite
Contact Center Resources
Customer / prospects
Contact Management
Agent Groups
Voice
Agents
SMS
Universal Queue
External Destination
Fax
Contact Center
Waiting Announcements
Avaya presents to you : Customer Interaction Express!
Customer Interaction Express was created to respond to Midsize business requirements for Contact Centers including:
An all-in-one SOFTWARE solution
Running on Microsoft OS based industry standard servers
Customer Interaction Express was designed with Midsize business requirements in mind. It is best tailored for contact centers from 20 to 150 agents.
Let’s review the main Customer Interaction Express capabilities:
Voice Inbound and outbound routing for great customer experience
, Fax, SMS routing, treated in the same way as a voice call
IVR applications for DTMF, speech recognition and Text to speech including data access from external database
Real time and historical reporting for on the fly decision making and planning
Single agent, supervisor, and management interfaces which reduces training time and makes it simple to implement
Graphical design tool that in many areas of the application allows to individually create screens using drag and drop technology
Multilingual, Multi-site and allowing home and mobile workers integration
Customer Interaction Express has been designed to ensure:
Fast implementation: a robust out-of-the box solution. No need to get extra features or hardware to achieve your goals. No integration issues
Ease to manage and maintain: one place to administer your solution, one place to create agents, one place to manage skills, easy to configure because it is all modular and available within the software engine
Flexibly to allow evolution while the business grows: add agent and implement new functionality when needed
Web Call
Back
Media specific
skills based routing
www
IVR Agents
Call/EM can be routed to a specific agent not belonging to a group

10. Delivering new value to both customers and business partners
Increased Margins
Consistent, straight forward, repeatable deployments
Less highly paid skilled workers required
Reduce Risk
Standard industry platforms
Ease of deployment and support
Flexible and scalable solution
Add functionality based on customer needs
Software-only solution for customizability
Differentiate from competition
Packaged solution with off the shelf integrations
Built for my customers needs
For Business Partners
All in one Customer Service Solution
delivers consistent service to customers across multiple media channels and locations
Easy to manage and maintain
Built on Microsoft with common administration tools for all components
Evolves with your business
Start with one contact channel and build from there
Fast implementation with minimum disruption to the business
Pre-integrated, 1 – 2 weeks for average implementation
Business Insight into the customer experience that’s easy to use
Real time and historical reporting for all media channels
For Customers
For customers:
All in one CC Suite running on Industry Standard (Microsoft/Intel) Servers (this is TCO) – easy to find and order product/solution
-makes it easier to manage – one place to administer your solution, one place to create agents, one place to manage skills
-easy to configure because it is a modular – the ability evolve with your business
Fast implementation – robust out-of-the box solution that can be easily configured and extended leveraging APIs and configuration scripts and GUI workflows
-the suite based solution allows businesses to easily add on capabilities as needed (everything is already pre-integrated)
-because this is not a “new” product, we have experience and a good understanding of the method of deployment
-3-5 days for very basic implementation (one to two weeks average for basic)
Complete real-time and historical reporting – out-of-the-box reporting with full multi-channel capabilities (a big strength for CIE)
Multi-site supports conducting business across multiple locations
BPs:
Increased margins - Consistency of delivery and implementation is very important and BCC is a proven solution that we are evolving
Flexible and scalable – since it‘s a suite solution, adding on components such as is a modular add-on, as opposed to a whole new implementation
Differentiate from competition – we are putting together packaged integrations or connectors (like MS CRM) (this is FUTURES) , capabilities to design...: APIs and drag & drop components makes it flexible and easy to develop unique desktops for each business unit or agent group...can be password protected

11. Customer Interaction Express - Screenshots
Single User interface
Supervisor
Team leader
Agents
Graphical works flows
Inbound applications
Outbound campaigns
IVR applications
Integrated reporting
historical
real time reporting
Skills based routing
Including multimedia channels

12. Customer Interaction Express ~A Few More Details
Single software suite solution
All-In-One Contact Center Suite
Running on Microsoft OS based server(s)
Common Administration – easy to manage
Platform independent
Designed specially for contact centers with 20 to 150 Agents
Capabilities:
Skills based routing
Multimedia channel management
Inbound, Outbound, , SMS, Fax
Outbound campaign management
Blended Agent Experience
Self Service applications (IVR), with ASR and TTS
Integrated Real Time Reporting
Historical Reporting
Multi site support
Customer Interaction Express (CIE) is a PBX independent Contact Center suite running on Microsoft OS based application servers. CIE offers soft ACD (you do not need Avaya Call Center software- the call processing is done within CIE and CM) for in- and outbound call routing, multi media support for , Fax and SMS routing, integrated IVR capabilities, built in real-time and historical reporting, multi site support, common administration and much more in a single software package
Important to note that CIE can run on one physical microsoft server (single-box) but can scale to multi-server environments when needed
Example of PBX independance:
CIE tells CM to send a call to X agent AND when you do that I‘m going to pop some information to the screen (it is PBX independant)
PBX independant (ACM, i55, ...) same as IC, unlike CCE. It means the architecture cann support different PBXs. First release will support Avaya ACM, i55. On going cycle, 90 to 120 days, we will suport other vendors. This is being reviewed. Vendor independance (competitors PBXs). Coming during FY07. Mainly due to testing and bandwith
Integration to other PBXs is either native or via CT-Connect.
All on a CD. One suite, with one loggin, one reporting on so ...
Windows OS: only OS! 150 agents but not really limited technically. It is a business decision.
KEY: skills based routing soft ACD. The software is doing the routing. None will be done by the PBX. No vectoring for example. This is a big switch from Avaya.
Does all call prompting that the PBX use to do.
No 3rd party solution needed as all reporting done via the application.
Positioning: stronger value as it is all in the software. You do not need any of the CCS, CC, SMS and so on. This is a first for avaya. No requierement to purchase any of the apps above.

13. Customer Interaction Express »Positioning – Avaya Solutions«

14. Avaya Solutions to Meet Differing Business Needs
Call Center Software
Interaction Center
Business Size
Contact Center Express
CIE
Call Center Software delivers voice inbound routing going from Basic to Elite and Advocate routing.
MVE is basic Call Center on an ACM
Contact Center Express requires CC Elite to deliver call routing but also extends CC Elite capabilities by offering screenpop functionality. In addition CCE delivers multi media capabilities which brings us more towards the Leading Edge of the market.
Interaction Center can leverage Call Center Software but can also do the call routing off board.
CIE is completely off board as mentioned on previous slides.
The vision is that CIE will extend the capabilities of MVE and IP Office
IP office
CC Capabilities
MVE CC capability
Basic Need
Leading Edge

15. Customer Interaction Express Mid-market Contact Center Portfolio
Contact Center Express
For existing Avaya Call Center customers
No new application customers
Agents
Providing medium-sized businesses the ability to extend Avaya Call Center with CTI/Screen-pop and multi-channel capabilities
Customer Interaction Express
New customers
CM customer not yet using Call Center capabilities
BCC Upgrades
Packaged with MultiVantage Express (MVE)
Agents
All in one multi-channel contact center suite to address the needs of medium-sized contact centers.

16. Positioning of Avaya multi-channel Solutions
Interaction Center
Enterprise Business
Call Center (Elite, …)
CMS IR …
150
Agents
Customer
Interaction
Express
Contact Center Express
Mid Size Business
Call Center (Elite, …)
CMS IR …
Existing Application Customer
New Application Customer

17. Customer Interaction Express Mid-market Contact Center Portfolio
Customer Interaction Express addresses medium sized business needs with:
an “all in one Contact Center Suite” .
common administration and management for a all components of the suite.
real time and historical reporting for all media channels offered.
a platform independent solution.
MultiVantage Express
Avaya’s switch platform solution for medium-sized businesses, ideal in combination with Customer Interaction Express for a full contact center solution
Contact Center Express
For existing Avaya customers to extend investments with a flexible and easy to use multi-channel, CTI and desktop integration
CCE – for those Avaya customers who want to extend their investment in CM, CCS, and CMS - CCE is used to extend those applications by adding in inbound CTI screen pop and multi-channel support – so you are extending the investments you’ve already made
Note that CCE requires Call Center Elite with Expert Agent Selection, CMS, AES or Avaya CT and optional IR or VP
Allows existing Avaya customers to extend their investments by providing flexible and easy to use multi-channel, CTI and desktop integration
Provides multi-channel contact center solutions that leverage the inherent ACD functionality in Avaya Communication Manager, and extend investments already made with flexible and easy to use multi-channel, CTI and desktop integration for medium-sized businesses

18. Customer Interaction Express
MultiVantage Express – Customer Interaction Express ~A complete, end to end solution!
MultiVantage Express
Customer Interaction Express
IP at the core
Easy migration or greenfield
Enables satellite and at-home agents
Foundation for multi-site consolidation
G650
G250
G700
Call Recording
G350
LAN, WAN, WiFi
IP for transport
Link systems and gateways across locations
Scalable, secure, survivable infrastructure
IP endpoints
Flexible deployment
Ideal for new locations
WiFi
phone
PDA
Softphone

19. Customer Interaction Express »Pricing & Configurations«

20. Customer Interaction Express – Licensing and Pricing
Two bundled offers to sell quick and easy: Standard and Advanced
Each of them bringing a defined feature set per agent plus add-ons
Customer Interaction Express Standard
Selected # of agents
voice inbound
voice outbound (preview)
Real time and historical reporting
Skills based routing
1 Team Leader
Customer Interaction Express Advanced
Selected # of agents
voice inbound
voice outbound (preview, auto and progressive)
Real time and historical reporting
Skills based routing
Usage of text blocks in
1 Supervisor
10 IVR ports
Legend:
Multimedia Agent: Voice Inbound, Outbound and (incl. Fax and SMS)
Integration Interface: Per User License needed for integrating CIE functionality in external application.
Team leader: Has access to predefined statistics and reporting
Supervisor: Needed for configuration of individual statistics and reporting
IVR Ports: Integrated IVR for interactive waiting announcements, DTMF recognition, TTS and ASR (additional licenses)
Efficiency: For Agents to make use of predefined text blocks

21. Customer Interaction Express – Ordering
Choose Number of Agents
Advanced
Standard
Select Additional licenses
Team Leader
Supervisor
Select extras
Flexible licenses for “a la carte” ordering by increments
Allow customers to start small:
First start limited number of users and limited functionality
Then, grow the solution when appropriate based on needs
Wanted as simple as possible but at the same time give people choices
Provides flexibility to BPs and customers
9 tier pricing as all Avaya solution
Team leader: extension of supervisor
Supervisor : all functionality
3 main elements:
In / out: separated could help up-sell some time later
Multimedia
Supervisor and others
IVR Ports
ASR and/or TTS
Licenses based on customer needs

22. Customer Interaction Express - Licensing and Pricing
Legend:
Multimedia Agent: Voice Inbound, Outbound and (incl. Fax and SMS)
Integration Interface: Per User License needed for integrating CIE functionality in external application.
Team leader: Has access to predefined statistics and reporting
Supervisor: Needed for configuration of individual statistics and reporting
IVR Ports: Integrated IVR for interactive waiting announcements, DTMF recognition, TTS and ASR (additional licenses)
Efficiency: For Agents to make use of predefined text blocks
Add from à la carte if you
want to add Team Leaders or Supervisors to Standard or Advanced
want to add IVR to Standard or want to extend the IVR in Advanced
want to migrate from Standard to Advanced
want to add ASR or TTS capabilities
Pricing shows GPL

23. TCO Comparison Mid Market and Enterprise Including Implementation and Customization

24. TCO Comparison Mid Market and Enterprise Including Implementation and Customization

25. Customer Interaction Express 1.0 Upgrade from BCC to CIE
Upgrade of a BCC System to CIE Standard:
If a BCC System does have only voice inbound agents (no Outbound, no Agent).
For every BCC Agent a CIE Standard Agent License is required.
Supervisors have to be upgraded as well. Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered.
Upgrade of a BCC System to CIE Advanced:
If the BCC System has at least one Voice Outbound User or one Agent, the whole system has to be upgraded to CIE Advanced Agent.
Even if a CTI Integration based on BCC is used, all agents have to be upgraded to CIE Advanced
For every BCC Agent is a CIE Advanced Agent License required.
Supervisors have to be upgraded as well.. Are e.g.. 5 Supervisors licensed for BCC 5 Upgrades have to be ordered.
Legend:
Multimedia Agent: Voice Inbound, Outbound and (incl. Fax and SMS)
Integration Interface: Per User License needed for integrating CIE functionality in external application.
Team leader: Has access to predefined statistics and reporting
Supervisor: Needed for configuration of individual statistics and reporting
IVR Ports: Integrated IVR for interactive waiting announcements, DTMF recognition, TTS and ASR (additional licenses)
Efficiency: For Agents to make use of predefined text blocks
Pricing shows GPL

26. Customer Interaction Express »Competition«

27. Customer Interaction Express - Key CompetitorsNA
EMEA
CALA
APAC
Global
Players
Cisco IPCC Express
Genesys Express
Interactive Intelligence
Siemens
Regional
Players
Alcatel
Altitude
Mitel
Small regional
See global
Nortel
Mitel
NEC
Aspect /Concerto
Alcatel
Altitude
Alcatel
Aspect/Concerto
NEC
Small Regional Vendors

28. The Competition: CIE – Complete, Simple
Applications
Avaya
CIE
Nortel
Contact Center Express
Alcatel
OmniTouch
Mitel 6100
Cisco IPCC Express
Interactive Intelligence
CIC
Genesys Express
Multimedia
Siemens ProCenter
Agile
Enterprise
Single software Solution  
Skills-based Routing
Outbound
Third Party
Multi-channel
, FAX, SMS,
Call Back
Optional
Optional with 6150, 6160
 , Call Back ,
Web, Call back
Desktop for Agent and Supervisor
Historical and real time reporting
6110
Multiple PBXs
Self Service
(Premium)
Multi-site
Call Recording
WFM
Optional 6120
Quality Monitor

29. Customer Interaction Express Calendar of Activities and Training

30. Customer Interaction Express – Avaya University Training
CIE Sales Curriculum
CIE Design Curriculum
CIE Implement Curriculum
CIE Customer Curriculum
Product Authorization
PA - Sales: Customer Interaction Express
PA – Design: Customer Interaction Express
PA – Implement: Customer Interaction Express
Main courses
Sales
3 web based courses (5h)
Instructor led courses (3-4h)*
1 level Assessment (1h)
Pre-sales
Sales training and Assessment above, plus
1 classroom course (2 days)
1 core Assessment (30 minutes)
Post Sales (Support)
2 web base courses (5h)
4 classroom courses (8 days)
2 Assessments (1h ½)
Customer IT
3 classroom courses (6 days)
1 web course (2h)
Remember we are training on CCS Elite, CCE, CMS and IR vs. CIE, it would be about 50% less training, rough estimate
Training can be run in other language if we have speakers available
All developed by training campus in Germany
We want Distributors to come into a train the trainer model
* Not Avaya University
Note: AES training required
Enabling you to be the best!

31. Activities Timeline - 2006 Sales KT
September
October
November
December
Technical KT 2
Technical KT 1
Avaya sales Kick Off
(New Orleans)
Germany
Tech Share
Avaya Pre-Sales WBT
Tier2 Sales
Training
Rome - BP Kick Off
Key Country and Channel Engagement
Customer BETA trials: English and German
Sales KT
Campaign Creation and County briefings
Insider KT

32. Regional Campaign Deployment EMEA Avaya Website / Tools (PMC)
Activities Timeline
January
February
March
April
Product GA
English/Fr/Ger
Localised Versions
Italian/Spanish
Regional Campaign Deployment
Marketing
MasterClass
CIE – Toolkit
27 Feb – 1 March
CC World - Germany
15 March – 21 March
Cebit - Germany
3 -5 April
SECA - FRANCE
Sales KT
5 March – 8 March
VoiceCon – U.S.
AR / PR
EMEA Avaya Website / Tools (PMC)
Insider KT
Field Coms

33. EMEA Marketing Launch Q2-07
Sales Enablement Materials
Value to the Partner
Why should I sell?
Educate/Prepare /Train
How to sell?
Create Demand
Why should the customer buy?
Closing the deal
Customer Facing documents
Sales Knowledge Transfer
Partner Briefing Presentation
Technical Presentation
Sales positioning guides
Cheat Sheets
Competitive analysis matrix
Marketing templates for channels
Flash demo
Forum in a Box material
Customer Presentations
Brochures
Offer definition
Competitive TCO/ROI tool
Online Demo
Financial Offers
Case studies
Analyst Reports
White Papers
VALUE TO CHANNEL
Sales Training Presentation
EDUCATE/TRAIN/PREPARE
Competitive Positioning
Internal Question and Answer Document
Top 10 Reasons Why Your Customers Need CIE
Customer Quotes
CLOSING THE DEAL
Executive Summary (Customer Version)
Customer Presentation
Why Avaya Customer Presentation
CIE Brochure
Case Study
EMEA Marketing Launch Q2-07

34. Customer Interaction Express - Training: Basic Sessions
Level Assessment – Product Authorization (1h)
CIE Workshop incl.
Function and
Handling (4 days)
Basic Statistic, Monitoring and Task Reporting (1d)
Functions and Handling (2 days)
Class-
room
Course
Basic Functions , Handling Voice & Voice Control (3 days)
Installation and
Implementation (2 days)
Core Assessment (30 mn)
System Architecture
and Installation (3h)
CIE Background Sales (2h)
Web
Based
Course
CIE Sales Story (1h)
Customer Interaction Express Overview (2h)
Sales
Pre-Sales
Post Sales
Customer IT

35. Customer Interaction Express - Training: Advanced Features
Assessment (30 mn)
Multiple Servers (1 day)
Assessment (30 mn)
Networking (1 day)
Assessment (30 mn)
Class-
room
Course
Extended TaskFlow, Task Reporting & Voice Control (3 days)
Assessment (30 mn)
Dialer (2 days)
Update and Projects (3h)
Sales
Pre-Sales
Post Sales
Customer IT

36. The Avaya Advantage
New all-in-one midsize business contact center solution
Increases first contact resolution
Easy, personalized user experience
Inbound/outbound, IVR, , fax, SMS
Sophisticated, skills-based routing
Flexible, common administration and management
Real-time information and historical reporting
Works in your IT Environment
Platform-independent
Pre-integrated solutions
Microsoft-based
CUSTOMER INTERACTION EXPRESS
Fast implementation
Easy to manage
Evolves with business