Avaya AuraTM Contact Centre

1. Avaya AuraTM Contact Centre Spencer Griffin System Engineer

2. What is Avaya AuraTM Contact Centre? Fully blended, SIP and SOA based multimedia contact centre Evolved from Nortel Contact Centre 6.0/ 7.0 Fully re-branded as Avaya, and now an integral part of the Avaya architecture Strategic solution going forward for Avaya Multimedia Contact Centre plan is to ultimately replace Interaction Centre Supports CS 1000 (AML & SIP) and Aura CM(5.2.1 with SES), and Aura MBT CM 6.x / Session Manager coming early 2011

3. The Avaya Aura� Contact Centre Roadmap

4. Avaya Aura CC 6.0�provides the ability for agents to simultaneously handle multiple work items. These work items can be a combination of voice, web chat, Instant Messaging (IM), E-mail, Fax, Short Messaging Service (SMS) text. This not only improves customer accessibility but also enhances agent productivity and utilization. For instance, an agent can respond to E-mails when the voice call volume drops off. An agent can be set up to simultaneously handle up to five multimedia contacts�in addition to the voice contact. Avaya Aura CC 6.0�provides the ability for agents to simultaneously handle multiple work items. These work items can be a combination of voice, web chat, Instant Messaging (IM), E-mail, Fax, Short Messaging Service (SMS) text. This not only improves customer accessibility but also enhances agent productivity and utilization. For instance, an agent can respond to E-mails when the voice call volume drops off. An agent can be set up to simultaneously handle up to five multimedia contacts�in addition to the voice contact.

5. Avaya AuraTM Contact Center SuiteSolution and Promise Avaya Aura Contact Center is a context-sensitive, collaborative, voice and multimedia customer contact solution that allows enterprises to anticipate, automate, and accelerate customer interactions. It is part of the Avaya Aura Contact Center suite with capabilities that Include intelligent, holistic, workflow of multiple media types such as e-mail, social media postings, SMS text, FAX etc in multiple modes � both inbound and outbound, and agent assisted and automated Preserve customer context throughout the interaction and use enterprise data to deliver insights in real-time Include capabilities to improve agent competence, motivation and performance, supervisor efficiency and effectiveness Note in the context of Avaya Aura Contact Center, �Agent� does not imply those that are just in the CC � it applies to enterprise wide resources who are part of the customer care chain. Unify contact center management, administration, performance reporting Note, the Flare graphic alludes to what is potentially possible in the future with the SIP architecture on which Avaya Aura Contact Center is built. Avaya Aura Contact Center is a context-sensitive, collaborative, voice and multimedia customer contact solution that allows enterprises to anticipate, automate, and accelerate customer interactions. It is part of the Avaya Aura Contact Center suite with capabilities that Include intelligent, holistic, workflow of multiple media types such as e-mail, social media postings, SMS text, FAX etc in multiple modes � both inbound and outbound, and agent assisted and automated Preserve customer context throughout the interaction and use enterprise data to deliver insights in real-time Include capabilities to improve agent competence, motivation and performance, supervisor efficiency and effectiveness Note in the context of Avaya Aura Contact Center, �Agent� does not imply those that are just in the CC � it applies to enterprise wide resources who are part of the customer care chain. Unify contact center management, administration, performance reporting Note, the Flare graphic alludes to what is potentially possible in the future with the SIP architecture on which Avaya Aura Contact Center is built.

6. I�ll reiterate the capabilities delivered in Avaya Aura Contact Center 6.0 that became generally available in Jul 2010. It is important to note that these features were carried forward and, at times, enhanced in Avaya Aura Contact Center 6.1. This slide summarizes the benefits that were delivered with the first release of Avaya Aura Contact Center in July 2010. They address the most important concerns of all key stakeholders: Improve customer experience, satisfaction and first contact resolution Enhance agent productivity Help advance business objectives of the enterprise: Increase revenues and profitability Improve supervisor effectiveness by providing a comprehensive view of CC operations with the ability to drill down and, focus directly on issues that need intervention Improve contact center management - eliminate duplication, reduce errors, saving time and money Simplify contact center infrastructure and enrich context with business process integration that is platform independent I�ll reiterate the capabilities delivered in Avaya Aura Contact Center 6.0 that became generally available in Jul 2010. It is important to note that these features were carried forward and, at times, enhanced in Avaya Aura Contact Center 6.1. This slide summarizes the benefits that were delivered with the first release of Avaya Aura Contact Center in July 2010. They address the most important concerns of all key stakeholders: Improve customer experience, satisfaction and first contact resolution Enhance agent productivity Help advance business objectives of the enterprise: Increase revenues and profitability Improve supervisor effectiveness by providing a comprehensive view of CC operations with the ability to drill down and, focus directly on issues that need intervention Improve contact center management - eliminate duplication, reduce errors, saving time and money Simplify contact center infrastructure and enrich context with business process integration that is platform independent

7. This slide highlights the features that deliver the benefits outlined in the previous charts Voice, e-mail, web chat, SMS text, FAX, and social media integration allow enterprises to communicate with their customers through any medium of their choice Multiple contact handling: 1 voice call and up to 5 non-voice interactions simultaneously, built-in text editor with auto suggest and auto responses Preview and progressive outbound dialing - better utilization of agent resources during drops in call volume Supervisor efficiency features include: standard reporting � both historical and real-time, standard and customized Unified web-based administration of Avaya Aura CC agents Out-of-the-box screen pop, open universal queue and open SOA web services interfaces make it easier for IS/IT to deliver the kind of services needed to meet business requirements The high availability solution available today for the Avaya Communications Server 1000 Application Meridian Link (AML) configuration will be extended to CM configuration in early 2011This slide highlights the features that deliver the benefits outlined in the previous charts Voice, e-mail, web chat, SMS text, FAX, and social media integration allow enterprises to communicate with their customers through any medium of their choice Multiple contact handling: 1 voice call and up to 5 non-voice interactions simultaneously, built-in text editor with auto suggest and auto responses Preview and progressive outbound dialing - better utilization of agent resources during drops in call volume Supervisor efficiency features include: standard reporting � both historical and real-time, standard and customized Unified web-based administration of Avaya Aura CC agents Out-of-the-box screen pop, open universal queue and open SOA web services interfaces make it easier for IS/IT to deliver the kind of services needed to meet business requirements The high availability solution available today for the Avaya Communications Server 1000 Application Meridian Link (AML) configuration will be extended to CM configuration in early 2011

8. Avaya Aura Agent Desktop Avaya Aura CC provides the ability for agents to simultaneously handle multiple work items. These work items can be a combination of voice, web chat, Instant Messaging (IM), E-mail, Fax, Short Messaging Service (SMS) text or scanned documents. This not only improves customer accessibility but also enhances agent productivity as agents, for instance, can respond to e-mails when the voice call volume drops off during a shift. Multiplicity Presentation Classes are used to provide multiple contact handling capability to groups of agents. This allows contact center managers to provision capable agents to simultaneously handle up to five multimedia contacts. Not only can multiple work items be presented to an agent, but reporting enhancements have been added to help measure the performance of agents working on multiple work items. This presents a holistic view of agent performance to the supervisor. We�ll now look at additional agent desktop UI enhancements to help ensure agent productivity and effectiveness when working on multiple work items. Avaya Aura CC provides the ability for agents to simultaneously handle multiple work items. These work items can be a combination of voice, web chat, Instant Messaging (IM), E-mail, Fax, Short Messaging Service (SMS) text or scanned documents. This not only improves customer accessibility but also enhances agent productivity as agents, for instance, can respond to e-mails when the voice call volume drops off during a shift. Multiplicity Presentation Classes are used to provide multiple contact handling capability to groups of agents. This allows contact center managers to provision capable agents to simultaneously handle up to five multimedia contacts. Not only can multiple work items be presented to an agent, but reporting enhancements have been added to help measure the performance of agents working on multiple work items. This presents a holistic view of agent performance to the supervisor. We�ll now look at additional agent desktop UI enhancements to help ensure agent productivity and effectiveness when working on multiple work items.

9. Multiple Contact HandlingImproves Productivity of Capable Agents In a multiple call handling scenario - the agent can be 'actively' involved in only one customer interaction at a time - the other interaction sessions are in the background as tabs on the agent desktop.� Agents need to be aware of customer communication activity in the sessions that they are not actively working on.��In Avaya Aura CC, a visual alert is flashed to agents when a customer has entered information in an IM or chat window.� This allows the agents to work on multiple interactions yet promptly respond to the customer helping ensure a satisfactory customer experience. In a multiple call handling scenario - the agent can be 'actively' involved in only one customer interaction at a time - the other interaction sessions are in the background as tabs on the agent desktop.� Agents need to be aware of customer communication activity in the sessions that they are not actively working on.��In Avaya Aura CC, a visual alert is flashed to agents when a customer has entered information in an IM or chat window.� This allows the agents to work on multiple interactions yet promptly respond to the customer helping ensure a satisfactory customer experience.

10. Editor FunctionsEfficient E-Mail Handling Avaya Aura Contact Center includes an e-mail editor that delivers the following capabilities: Full style editing e.g. font, size, bold, italics, 216 colors, bulleted and numbered lists, insert tables, images, hyperlinks � all the standard capabilities expected from a fully featured editor. Both text-based and html formats supported. Auto-suggest capabilities have been added for agents to quickly provide professional responses. Automatic tracking of the response usage facilitates optimization of responses in the future. Full email history is retained in the Transaction History database. Avaya Aura Contact Center includes an e-mail editor that delivers the following capabilities: Full style editing e.g. font, size, bold, italics, 216 colors, bulleted and numbered lists, insert tables, images, hyperlinks � all the standard capabilities expected from a fully featured editor. Both text-based and html formats supported. Auto-suggest capabilities have been added for agents to quickly provide professional responses. Automatic tracking of the response usage facilitates optimization of responses in the future. Full email history is retained in the Transaction History database.

11. Out-of-the-Box Screen Pop! The Agent Desktop in Avaya Aura CC 6.0.0 will support a simple, out-of-the box, Screen Pop that is controlled from a simple XML configuration file. This helps fast deployment of contact centers. Three levels of CCT API including a full platform-agnostic web services API set cater to the needs of in-house developers and system integrators to deliver solutions tailored to individual customer requirements from the simple to the most complex. The Agent Desktop in Avaya Aura CC 6.0.0 will support a simple, out-of-the box, Screen Pop that is controlled from a simple XML configuration file. This helps fast deployment of contact centers. Three levels of CCT API including a full platform-agnostic web services API set cater to the needs of in-house developers and system integrators to deliver solutions tailored to individual customer requirements from the simple to the most complex.

12. Avaya Contact Center Control Manager Centralized operational administration point for Elite or mixed Elite and Avaya Aura Contact Centre environments Supports multiple Avaya Communication Managers, in both multi-site and multi-tenant environments Advanced security engine with roles based access controls (permissions) integrated to Microsoft active directory Avaya Contact Center Control Manager : For management of Call Center Elite, CMS, Avaya IQ, Avaya WFO, Voice Portal, one-X Agent Includes visual call flow designer that allows users to intuitively design Vectors, Variables-in-Vectors, VDN Variables, Holiday Tables, Vector Routing Tables, Service Hours Tables and Policy Routing Tables for Percent Allocation

13. Multimedia adjunct to Call Center Elite Voice off Avaya Communication Manager Benefits Provide multimedia evolution path for Call Center Elite customers Deliver service in consumer�s medium of choice Voice E-Mail, Web chat, SMS, Fax, Scanned documents Delivers always-on persona (E-mail) Reduce cost Improve agent productivity and morale through varied and more interesting work Leverage investment in CM and Call Center Elite Minimize change for agents and supervisors Tighter integration between Avaya Aura� Contact Center and Call Center Elite in subsequent releases Avaya Aura contact center 6.1 provides an alternative platform for Avaya Call Center Elite voice customers to offer non-voice multimedia capabilities such as E-mail, Web chat, Social Media, Short Message Service text, Fax and White mail � regular mail that is scanned. Unlike Avaya Aura Contact Center 6.0, voice agent licenses are not required when deploying only the multimedia part of Avaya Aura Contact Center. Avaya Aura Contact Center 6.1 expands multimedia options for Call Center Elite customers, helping protect investment in Communication Manager and Call Center Elite including support for Business Advocate for voice calls. Adding e-mail access allows customers to contact the enterprise at any time as there is not the expectation of an immediate response � helping enterprises project an always-on persona. Non-voice, multimedia interaction also helps reduce contact center costs as it is less expensive compared to voice interactions. More importantly the varied and more interesting work in a multimedia contact center helps improve agent productivity and morale. It will also be reassuring for customers to know that prized algorithmic functionality within Call Center Elite are planned to be incorporated into Avaya Aura Contact Center in future releases.Avaya Aura contact center 6.1 provides an alternative platform for Avaya Call Center Elite voice customers to offer non-voice multimedia capabilities such as E-mail, Web chat, Social Media, Short Message Service text, Fax and White mail � regular mail that is scanned. Unlike Avaya Aura Contact Center 6.0, voice agent licenses are not required when deploying only the multimedia part of Avaya Aura Contact Center. Avaya Aura Contact Center 6.1 expands multimedia options for Call Center Elite customers, helping protect investment in Communication Manager and Call Center Elite including support for Business Advocate for voice calls. Adding e-mail access allows customers to contact the enterprise at any time as there is not the expectation of an immediate response � helping enterprises project an always-on persona. Non-voice, multimedia interaction also helps reduce contact center costs as it is less expensive compared to voice interactions. More importantly the varied and more interesting work in a multimedia contact center helps improve agent productivity and morale. It will also be reassuring for customers to know that prized algorithmic functionality within Call Center Elite are planned to be incorporated into Avaya Aura Contact Center in future releases.

14. Multimedia adjunct for Call Center Elite Voice off Avaya Communication Manager In Avaya Aura Contact Center 6.1, the agent desktop, reporting, and voice and multimedia contact handling will be discrete. Avaya Aura Contact Center 6.1 handles the multimedia aspects of the multi-channel contact center, while Call Center Elite with or without Business Advocate continues to deliver reliable and high quality voice. However, the newly available Avaya Contact Center Control Manager can be optionally deployed to unify agent administration between the voice only and the non-voice multimedia aspects of the solution. These are described in greater detail in the next chart.In Avaya Aura Contact Center 6.1, the agent desktop, reporting, and voice and multimedia contact handling will be discrete. Avaya Aura Contact Center 6.1 handles the multimedia aspects of the multi-channel contact center, while Call Center Elite with or without Business Advocate continues to deliver reliable and high quality voice. However, the newly available Avaya Contact Center Control Manager can be optionally deployed to unify agent administration between the voice only and the non-voice multimedia aspects of the solution. These are described in greater detail in the next chart.

15. Multimedia adjunct for Call Center Elite Voice off Avaya Communication Manager (Cont.) Unified Agent Administration Via Avaya Contact Center Control Manager (optional) Single administration point for adds, moves, changes for both CM based Call Center Elite and Avaya Aura� CC 6.1 agents Discrete voice and multimedia contact Voice through Call Center Elite Existing applications continue uninterrupted (Avaya Voice Portal, CMS, IQ, Recording, etc.) Multimedia through Avaya Aura Contact Center 6.1 E-mail, Web chat, SMS text, Fax and White mail (scanned documents forward as e-mails) Social Media Integration - Avaya Professional Service offer Discrete agent desktops with dual log-in one-X� Agent desktop, existing agent phone e.g.96xx, 46xx for Elite Voice Avaya Aura� Agent Desktop with one-X Agent look, feel and experience for multimedia Discrete reporting Avaya Call Management System (CMS) or Avaya IQ for Call Center Elite Voice Contact Center Manager Administration (CCMA) reporting for multimedia on Avaya Aura Contact Center 6.1 Details as outlined on the chart�Details as outlined on the chart�

17. Compatibility Matrix No notes for this chartNo notes for this chart

18. Phone compatibility No notes for this chartNo notes for this chart

19. Avaya AuraTM Contact Center 6.1 Capacity, Switch and OS Support Up to 3,000 multimedia agents can be provisioned on Avaya Aura Contact Center when it is deployed as a multimedia adjunct to Avaya Call Center Elite. However, in this configuration, no voice agents are provisioned on Avaya Aura Contact Center. If voice agents are provisioned on Avaya Aura Contact Center, the capacity reverts to 1,000 for Avaya 5.2.1 Aura deployments and 300 for Avaya Aura 5.2.1 for midsize enterprises.Up to 3,000 multimedia agents can be provisioned on Avaya Aura Contact Center when it is deployed as a multimedia adjunct to Avaya Call Center Elite. However, in this configuration, no voice agents are provisioned on Avaya Aura Contact Center. If voice agents are provisioned on Avaya Aura Contact Center, the capacity reverts to 1,000 for Avaya 5.2.1 Aura deployments and 300 for Avaya Aura 5.2.1 for midsize enterprises.

20. Avaya AuraTM Contact Center 6.1 Deployment Options Single server deployment of 200 active voice and multimedia agents plus the Media Application Server Avaya Aura Contact Center 6.1 as multimedia adjunct to Call Center Elite voice on Avaya Communication Manager Avaya Aura CC could also be deployed as multimedia adjunct (non-integrated) to third-party voice solutions Standalone multimedia deployment with no voice Avaya Aura CC 6.1 SIP voice and multimedia deployment over: Avaya Aura� Communication Manager 5.2.1 Avaya Aura CM 5.2.1 for Midsize Enterprises (also known as MBT) New SIP/AML multimedia deployments over Avaya NES CS 1000 Upgrade for NES Contact Center 7/7.1, NES Contact Center Express and Avaya Aura CC 6.0 Technical and commercial upgrade option for Avaya NES CC Express Upgrade from previous NES CC and Symposium releases Avaya Contact Center Express migration option (commercial) As with Avaya Aura Contact Center 6.0, Avaya Aura Contact Center 6.1 can be deployed in a single server configuration serving 200 active voice and multimedia agents. Avaya Aura Contact Center 6.1 can be deployed as a multimedia adjunct to Avaya Call Center Elite, or to third party voice solutions or as a non-voice stand alone solution. As with Avaya Aura Contact Center 6.0, Avaya Aura Contact Center 6.1 can be deployed over Avaya Aura Communication Manager 5.2.1 for midsize enterprise as well as standalone. Avaya Aura Contact Center 6.1 is a migration option for Avaya Contact Center Express solution. Avaya Contact Center Express customers with SS+U can obtain Avaya Aura Contact Center 6.1 licenses for like-for-like functionality. For NES heritage customers, Avaya Aura Contact Center 6.1 is the next step in the upgrade path for NES Contact Center 7/7.1, and Avaya Aura Contact Center 6.0. Customers on prior NES Contact Center releases such as Symposium may also upgrade to Avaya Aura Contact Center 6.1. Technical and commercial upgrade options are available for NES Contact Center Express customers.As with Avaya Aura Contact Center 6.0, Avaya Aura Contact Center 6.1 can be deployed in a single server configuration serving 200 active voice and multimedia agents. Avaya Aura Contact Center 6.1 can be deployed as a multimedia adjunct to Avaya Call Center Elite, or to third party voice solutions or as a non-voice stand alone solution. As with Avaya Aura Contact Center 6.0, Avaya Aura Contact Center 6.1 can be deployed over Avaya Aura Communication Manager 5.2.1 for midsize enterprise as well as standalone. Avaya Aura Contact Center 6.1 is a migration option for Avaya Contact Center Express solution. Avaya Contact Center Express customers with SS+U can obtain Avaya Aura Contact Center 6.1 licenses for like-for-like functionality. For NES heritage customers, Avaya Aura Contact Center 6.1 is the next step in the upgrade path for NES Contact Center 7/7.1, and Avaya Aura Contact Center 6.0. Customers on prior NES Contact Center releases such as Symposium may also upgrade to Avaya Aura Contact Center 6.1. Technical and commercial upgrade options are available for NES Contact Center Express customers.

21. Migration Strategy This chart visually depicts the migration options for the assisted experience management part of the Avaya portfolio. The most important message is customers, regardless of their existing infrastructure, have step-by-step evolution options with the Avaya Aura Contact Center Suite. Interaction center customers can upgrade to IC 7.3 and eventually evolve to Avaya Aura Contact Center at the right time and in line with their business needs. Avaya Call Center Elite customers can continue to take advantage of the unique capabilities of a reliable and scalable voice-only capability and add Avaya Aura Contact Center for facilitating multimedia interactions. Avaya Contact Center Express will reach end-of-sale for new customers in Nov 2010. Avaya Aura Contact Center 6.1 is a migration options for customers. For NES heritage customers, Avaya Aura Contact Center 6.0 and 6.1 is an extension of their roadmap. This chart visually depicts the migration options for the assisted experience management part of the Avaya portfolio. The most important message is customers, regardless of their existing infrastructure, have step-by-step evolution options with the Avaya Aura Contact Center Suite. Interaction center customers can upgrade to IC 7.3 and eventually evolve to Avaya Aura Contact Center at the right time and in line with their business needs. Avaya Call Center Elite customers can continue to take advantage of the unique capabilities of a reliable and scalable voice-only capability and add Avaya Aura Contact Center for facilitating multimedia interactions. Avaya Contact Center Express will reach end-of-sale for new customers in Nov 2010. Avaya Aura Contact Center 6.1 is a migration options for customers. For NES heritage customers, Avaya Aura Contact Center 6.0 and 6.1 is an extension of their roadmap.

22. AACC 6.1.1 March 2011

23. Focus on increased scale, high availability and Aura Session Manager 6.0 support. Deployment of Avaya Aura Session Manager 6.0 Consolidation of PSTN trunks into the data centers Upgrade of Communication Manager to 6.0 Higher SIP Capacity: 3000 Active Agents and 65K BHCC on Avaya Aura High Availability enhancements for Contact Center and Media Services interoperating with Aura Session Manager Multi-site networking support between Avaya Aura CC on CS1000 and Communications Manager (Universal Networking) CC Agent Desktop integration with Avaya Presence/IM On board MAS based Agent Greeting and Offsite Agents Benefits Taking a major step towards Consumer 2.0 readiness through implementation of the AACC multi-channel capabilities Lower operational costs and complexity through centralization of trunking, implementation of Voice Portal-first, and consolidation of CM systems. Much like the Avaya Aura Sales Blueprint, the initial phase of migrating to AACC tackles the core infrastructure technologies. Essentially, there are two approaches depending on the business� ability to consolidate Avaya Communication Manager: Consolidate the existing distributed architecture into a single CM instance or fewer CM instances if possible. Maintain a distributed architecture, but begin the virtualization process Although both approaches are addressed in this document, there are several operational advantages to leveraging a consolidated model. Regardless of the approach, there are several steps that should be taken to realize immediate business value, including: Deployment of Avaya Aura Session Manager (operational) Consolidation of PSTN trunks into the data centers (operational) Placement of Avaya Voice Portal in a VP-first configuration or in an ICR configuration with or without routing (customer) Consolidated reporting through Avaya IQ (business unit) These common actions allow an enterprise to gain additional agility to address the increasingly savvy customer. The Customer 2.0 paradigm is an opportunity for enterprises to differentiate themselves, while also reducing the cost per customer contact. It is quite common for customers to demand other methods of engagement aside from voice, and while multimedia contact center applications are not new, the Avaya approach is a dramatic shift. For enterprises ready to deploy a multi-modal contact center, while preserving a significant investment in Avaya Heritage Contact Center software, AACC delivers a robust solution in this phase and sets the foundation for the eventual migration to a pure AACC deployment. In essence, AACC would run in parallel to Avaya Heritage CC, supporting the multi-channel (aside from voice) components of an enterprise contact center. This approach delivers a robust multi-channel engagement model while preserving customers investments in legacy Avaya CC solutions. Adjuncts As with most, if not all, contact centers there are significant deployments of other adjunct applications to care for. These include reporting, analytics, quality, and resource optimization. The benefit of preserving or consolidating the existing Avaya contact center infrastructure while adding multi-channel support; is that very few changes are required with respect to adjuncts. Aside from possible upgrades, investments in Avaya CMS, third-party call recording and workforce optimization solutions are maintained with minimal integration changes in this phase. Customer Levers Benefits customers will begin to realize in this first phase are as follows: Taking a major step towards Consumer 2.0 readiness through implementation of the AACC multi-channel capabilities Lower operational costs and complexity through centralization of trunking, implementation of Voice Portal-first, and consolidation of CM systems. Increased operational visibility through the implementation of Avaya IQ Improved resource utilization through the implementation of Advocate (now included in CM 6.0 as an entitlement with Elite) Much like the Avaya Aura Sales Blueprint, the initial phase of migrating to AACC tackles the core infrastructure technologies. Essentially, there are two approaches depending on the business� ability to consolidate Avaya Communication Manager: Consolidate the existing distributed architecture into a single CM instance or fewer CM instances if possible. Maintain a distributed architecture, but begin the virtualization process Although both approaches are addressed in this document, there are several operational advantages to leveraging a consolidated model. Regardless of the approach, there are several steps that should be taken to realize immediate business value, including: Deployment of Avaya Aura Session Manager (operational) Consolidation of PSTN trunks into the data centers (operational) Placement of Avaya Voice Portal in a VP-first configuration or in an ICR configuration with or without routing (customer) Consolidated reporting through Avaya IQ (business unit) These common actions allow an enterprise to gain additional agility to address the increasingly savvy customer. The Customer 2.0 paradigm is an opportunity for enterprises to differentiate themselves, while also reducing the cost per customer contact. It is quite common for customers to demand other methods of engagement aside from voice, and while multimedia contact center applications are not new, the Avaya approach is a dramatic shift. For enterprises ready to deploy a multi-modal contact center, while preserving a significant investment in Avaya Heritage Contact Center software, AACC delivers a robust solution in this phase and sets the foundation for the eventual migration to a pure AACC deployment. In essence, AACC would run in parallel to Avaya Heritage CC, supporting the multi-channel (aside from voice) components of an enterprise contact center. This approach delivers a robust multi-channel engagement model while preserving customers investments in legacy Avaya CC solutions. Adjuncts As with most, if not all, contact centers there are significant deployments of other adjunct applications to care for. These include reporting, analytics, quality, and resource optimization. The benefit of preserving or consolidating the existing Avaya contact center infrastructure while adding multi-channel support; is that very few changes are required with respect to adjuncts. Aside from possible upgrades, investments in Avaya CMS, third-party call recording and workforce optimization solutions are maintained with minimal integration changes in this phase. Customer Levers Benefits customers will begin to realize in this first phase are as follows: Taking a major step towards Consumer 2.0 readiness through implementation of the AACC multi-channel capabilities Lower operational costs and complexity through centralization of trunking, implementation of Voice Portal-first, and consolidation of CM systems. Increased operational visibility through the implementation of Avaya IQ Improved resource utilization through the implementation of Advocate (now included in CM 6.0 as an entitlement with Elite)

24. Thank You Spencer Griffin Email: spencer@avaya.com Tel: 01483 308700