Part One: Executive Overview Contact Center Express (CCE) Avaya Mid-Market Business Solutions Sven Fischer Mid-Market Applications Product Management Lead. - презентация

1 Part One: Executive Overview Contact Center Express (CCE) Avaya Mid-Market Business Solutions Sven Fischer Mid-Market Applications Product Management Lead

2 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Agenda Partnering for Success Overview of the Mid-Market Contact Center Avayas Commitment to the Mid-Market Contact Center CCE Product Overview

3 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. What we announced? – Acquisition of the outstanding shares of Agile Software NZ Limited which gives Avaya full ownership of the Contact Center Express product This announcement solidifies the continuing Avaya commitment to the contact center Mid-Market – Launch of Release 4.0 of Contact Center Express that contains several customer requested features (4.0 was GA Mar 31 and is available to sell today) What is Contact Center Express? – A multimedia contact center solution that is easy to use, integrated, and affordable targeted at formal and informal agent contact centers – CCE fully leverages the robust, innovative Avaya Aura Communication Manager and Call Center software Benefits of acquisition – Gives Avaya customers and partners confidence that the CCE product will continue into the future (vs. 18 person company in NZ) – removes competitor FUD – Gives Avaya ownership of R&D and full control of solution direction – our focus will be to take clear market leadership in the Mid-Market contact center space by providing a feature rich solution that provides the highest value and that is easy for our partners to sell and implement Avaya Solidifies Commitment to Mid-Market Contact Centers

4 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Other Things You Need to Know About CCE Our business partners like this product and already sell it – Its built on CM and Call Center Software, and it can drive 8-9x in pull through (of CM, phones, gateways, services, etc) CCE Beats the competition, especially Cisco due to (Business Partner Quotes): – Superior call handling features – CCE plug-in architecture including out-of-box integration to Microsoft CRM, Voice Portal for speech – Ease of implementation – Microsoft programming environment – Highly reliable (CCE + Call Center Elite) – Enhanced Reporting – Licensing flexibility and bundles CCE is priced very competitively (beats Cisco) and has very simple packaging – Two bundles – one voice, one multimedia – both include AES and Call Center Elite licenses

5 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Support of Our CIE Customers Avaya has offered two products for the mid-size contact center segment, Contact Center Express (CCE) and Customer Interaction Express (CIE) – Moving forward: – Avaya will provide CCE as the single solution for the Mid-Market outside Germany – Features and functions of CIE will be leveraged in CCE as On Avaya Aura Implications for Customer Interaction Express – Avaya currently ships Customer Interaction Express 1.1. This release of CIE is no longer available for new sales on Communication Manager – On Communication Manager, CIE 1.1 will be supported through FY 2011 – CIE customers on Software Support plus Upgrade (SS+U) are entitled for CCE 5.0 software licenses. For customers that bought CIE through the Atlas SAP system, which does not support SS+U, upgrade codes will be available Integral Enterprise customers in Germany – CIE 1.1 is available for new business on the Integral Enterprise – CIE will be supported on Integral Enterprise as long as Integral Enterprise is available 5

6 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Agenda Partnering for Success Overview of the Mid-Market Contact Center Avayas Commitment to the Mid-Market Contact Center CCE Product Overview

7 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.77 What Avaya Business Partners Have Told Us Deliver a channel-ready and well integrated all-in-one Customer Service platform, that meets Mid-Size Contact Center requirements. Be easy for Business Partners to learn and deploy and easy for customers to use and maintain.

8 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.8888 Business Partners have asked for…Avaya will address by… …support for serving your Mid- Market customers and building business around Avaya products …bringing training for BPs into their region, focusing on vision, roadmap, sales and support training, and product and implementation training Avaya Programs To Help You Succeed …a reduced foot print, pre-configured solution that can be installed quickly and easily …launching a single-box, pre-configured solution containing all necessary elements for Contact Center Express (coming soon) …assistance from Avaya for demand generation …rolling out a marketing campaign that includes announcements, a landing page for our Mid- Market solutions, and telemarketing scripts

9 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Additional Options For Your Success Avaya Global Services – Provide a range of options from design and implementation to managing and maintaining the solution – Ensure solution addresses strategic business needs – Protect your investment in Avaya as your supplier Avaya Financial Services – Zero Barriers: 0% financing available Flexible low cost purchasing options Avaya can help with financing, implementation and additional integrations, depending on customer requirements. 9

10 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Avaya CCE Training Training resources and schedules for CCE can be found at Avaya University ( Sessions CodeDatesLocationLanguage AVA00883H00-R0048Jun , 2009 Bryanston,, ZAF, Dimension Data Camous - Bryanston English AVA00883H Jun 30 - Jul 3, 2009 Guildford, Surrey,, GBR, AVAYA UNIVERSITY - GUILDFORD English AVA00883H00-R0043Jul , 2009 Moscow,, RUS, AVAYA UNIVERSITY - MOSCOW English AVA00883H Sep , 2009 Guildford, Surrey,, GBR, AVAYA UNIVERSITY - GUILDFORD English AVA00883H Sep , 2009 Darmstadt,, DEU, Avaya University - Darmstadt 2 English

11 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Agenda Partnering For Success Overview of the Mid-Market Contact Center Avayas Commitment to the Mid-Market Contact Center CCE Product Overview

12 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Opportunity Map for Mid-Market Contact Center Agent Positions On-Demand Market Size, CAGR for Total Addressable Market Opportunity $1.5B

13 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. 13 CC Mid-Market Provides Growth Opportunity Total Market: by Agent Size ($ Millions) --> adjusted to reflect economic situation* Size BandCY07CY08CY09CY10CY CAGR Enterprise> 4001,968$ 1,860$ 1,877$ 1,959$ 2,073$ 4% Mid-Size ,551$ 1,462$ 1,505$ 1,594$ 1,750$ 6% Small $ 266$ 254$ 275$ 283$ 2% Total3,820$ 3,588$ 3,636$ 3,828$ 4,106$ 5% YoY Growth-6%1%5%7% Together we can increase revenue by: Taking share from Nortel who is vulnerable in this space Taking share from smaller competitors and all in one competitors (I3) Beating Cisco and Genesys in more deals due to more competitive product and compelling pricing * Based by numbers from Infotech – Adjusted by Avaya

14 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.14 Mid-Market Contact Centers Needs… High functionality, low complexity, all-in-one solution Easy to use, install, learn and maintain Out-of-the-box integration Technology Attributes Technology Attributes Reduce costs Make comparably small workforce as efficient as possible Differentiate from – often – larger competitors Provide excellent customer experience Business Imperatives Business Imperatives CCE Positioning CCE Positioning A multimedia contact center solution that is easy to use, integrated, affordable, and that provides investment protection. CCE fully leverages the robust, innovative Avaya Aura Communication Manager and Call Center software.

15 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE –Today and Tomorrow Additional capabilities: Integrated call recording Integrated workforce management Integrated Self Service Common admin & install Continued focus on ease of use Mid-Market contact center components Screen-pop & multimedia Built-in reporting Built-in preview outbound Unified agent desktop TodayEvolving to Mid-Market solution Self service, call recording & workforce management Screen-pop and / or multimedia capabilities Reporting Outbound IP-Telephony & Call Center platform Voice Portal, call recording, & workforce management Avaya Aura Communication Manager & Call Center Avaya Aura Communication Manager & Call Center

16 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Top Reasons for CCE Empower your agents Avaya Contact Center Express provides impressive capabilities at a very attractive TCO Tight integration with the Microsoft Dynamics CRM Ease of deployment and maintenance Ease of use and customizability The ability to grow with the customer, at their pace Leverage existing investments Avaya domain expertise Why Avaya Contact Center Express? Contact Centers configured with 150 or fewer sets represent about 80% of todays global contact center market Why Avaya Contact Center Express? Contact Centers configured with 150 or fewer sets represent about 80% of todays global contact center market

17 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Agenda Partnering for Success Overview of the Mid-Market Contact Center Avayas Commitment to the Mid-Market Contact Center CCE Product Overview

18 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.18 Contact Center Express Overview Application Development Toolkit supports easy scripting and rapid application development, reducing TCO and improving profitabiltiy Management Dashboard facilitates agent monitoring/coaching & improves performance Flexible, configurable Unified Agent Desktop supports agents anywhere in the world Powerful Multimedia Contact Management leverages channel-aware routing to increase customer satisfaction & improve ROI Enhanced Reporting with out of the box multimedia historical and real time reports Designed for easy upgrades Management Dashboard Application Development Toolkit A full-featured multi-channel customer contact solution 18 Unified Agent Desktop Multimedia Contact Management Enhanced Reporting Voice Portal Proactive Contact Call Management System Premium Applications Platform Avaya Call Center Avaya Aura Communication Manager

19 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.19 CCE 4.0 – Whats New? Enhanced historical and real time reporting – Preloaded multimedia historical and real time reports added – Reporting platform now standardized on SQL Server Reporting Services (SSRS) Support for Avaya Voice Portal as IVR Voice media enhancements – Missed call alerting – Abandoned call assistant – Customer requested callback Removal of separate Avaya Aura AES license to reduce TCO Agent desktop enhancement to support extended phone features – Agent desktop now supports extended phone features such as Supervisor assist, Work codes, Call forward, Auto dial, Vu-Stats, EC 500, etc. Support for virtual agent – Virtual agent program automates processing of incoming multimedia contacts and send out and SMS messages to customers Centralized alarms and notifications Introduction of Software Support + Upgrade including 24/7 support LAUNCH FLASH DEMO Parnters can download this demo at:

20 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Multimedia Contact Management Multi-channel contact capabilities with channel prioritization and preferences Skills-based routing to ensure the right agent for the right problem Universal queue for all work items Integrated real time and historical reporting gives agents maximum visibility into customer interaction Works seamlessly with existing apps and clients – leverage existing investments 20 Contact center agents and customers communicate using the customers preferred channel. Multimedia Contact Management

21 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Unified Desktop View customer interaction history for current contact Search the directory for a customer phone or to initiate outbound contact Record work-item related notes Plug-in architecture allows for simple customization and external application integration Allows agents to view real-time statistical information on personal work performance and contact center performance Provides complete range of telephony functions Integrate with Microsoft CRM, iClarity for remote agents, etc. Seamlessly integrates all channels of communication, inbound and outbound. Unified Desktop CHANNELS SUPPORTED: Voice Fax Web callback IM Web chat SMS text 21

22 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Management Dashboard Managers can monitor agents real- time status and performance Call statistics provide insight on agent performance, facilitates coaching and training Managers can broadcast text messages to agents Agents can request assistance Gives supervisors visibility into agent status and performance Agent ID Number of calls handled Available? Performance metrics Management Dashboard 22

23 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Reporting Capabilities Preloaded multi-channel real time and historical reports Report configurator automates filtering of data, along with scheduling of report delivery Histograms provide graphical displays of data over defined time periods More enhancements coming 23 Preloaded multimedia reports provide top lines as well as granular insights, customizable by viewer Reporting

24 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Application Development Suite CCE comes bundled with a powerful application development toolkit with integrated wizards for easy scripting. Create screen pops and routing rules in just a few hours. Complete customization and integration capabilities, including framework for integrations and external data access. Knowledgeable users can integrate applications and extend functionality – no programming required. Application Development Suite 24

25 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. CCE: The Core of a Complete Solution Platform Avaya Aura Voice Portal Proactive Contact Call Management System Optional Applications Avaya can provide the platform to support your communications center and premium applications to extend its value and ROI Management Dashboard Development Suite Unified Desktop Contact/Workflow Management Database Reporting 25

26 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.26 CCE and Avaya Delivering Unique Advantage For Your Business Secure end to end solution from a global leader in contact center technology Core routing functionality on highly reliable platform Universal Work Queue providing increased efficiency Unique Unified Agent Desktop, including history, presence, directory access and many more Open and easy to use Application Programming Interfaces Investment protection by supporting existing Call Center Elite, CMS, Voice Portal / IR investment Avaya Service Level Maximizer 26

27 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy. Together We Can Win in the Mid-Market Contact Center 27 With Avaya CCE, you can build a long-term profitable business Contact Center Express… Features your customers want Simple packaging Simple install Avaya owned and supported Competitive Pricing Differentiated Positioning Built on the strength of Avaya Aura CM Together we have the winning solution

28 Avaya – Proprietary. Use pursuant to your signed agreement or Avaya policy.28 thank you Sven Fischer Mid-Market Applications Product Management Lead