The Evolution to Intelligent Communications

1. SOA Web Services SIP XMMP VXML WS-BPEL WSDL SIMPLE ccXML H.323 SOAP HTTP The Evolution toIntelligent Communications The Evolution toIntelligent Communications Lawrence Byrd, Avaya25 January 2006

2. Communications: A Force for Market Transformation Throughout History The telegraph’s impacton mass transportation The stock ticker’s impacton capital markets The telephone’s impacton mass production IP telephony’s impacton…

3. Communications = Business Transformation “The old voice platform did not lend itself well to innovation. But when you put voice on an Internet platform, all sorts of innovative options for collaboration become possible.” “Introducing new technology alone is never enough. The big spurts in productivity come when a new technology is combined with new ways of doing business.”

4. September 2005 Communications = Business Transformation “The important dividing line . . . will be between those who see VoIP as just a new way to do the same old things and those who use it to rethink their entire business.” Using VoIP to Compete

5. Global Enterprise Telephony Installed Base Total Lines (Million) 463M 423M IP Telephony CAGR 47% 35% IP U.S.: 49% 8% IP U.S.: 13% 2004 2008 Source: Avaya analysis based on independent industry analyst reports Growth will be driven by transformational opportunity IP Telephony – Beginning Of The Road

6. Mobility In 2008,72%US workforce will be remote and mobile1 Home Working 89of top 100 US companies offer telecommuting2 60%+Britons & Germans equipped to work remotely1 Virtual 58%companies consider theirs to be a virtual workplace today1 Branch Offices 91%of employees work in branches and remote offices1 We Work Differently Today 1Avaya interpretation of analyst data 2ComputerWorld survey

7. Contact Centers Collaboration Unified Communication Telephony Mobility & Softphone Conferencing Voice Messaging Email Instant Messaging One “Converged” Market

8. Intelligent Enterprise BUSINESS PROCESSES Intelligent Communicationsembedded into the fabric of business Real-time Enterprise BUSINESS PROCESSES Creating Business Value BUSINESSCOMMUNICATIONS APPLICATIONS BUSINESS APPLICATIONS ANY NETWORK EMBEDDED ANY NETWORK Business Agility Competitive Differentiation Customer Loyalty BUSINESS APPLICATIONS CONVERGED Cost Reduction Operational Efficiency NETWORK SIP + SOA Business Processes TDM  IP  SIP Evolution to Intelligent Communications TRADITIONAL

9. 3 Call redirected to contact center providing immediate assistance Message for agent accessed through speech while mobile 4 2 Reinforce brand: consistent global call treatment Collaboration with expert at home 5 2 hour settlement(vs. industry 5+ days) Increased retention Increased referrals Lower cost per customer Customer claim resolved; results evaluated real-time 6 1 Customer calls branch office, agent not available Processes Involve People!Scenario from Insurance Industry Claim Process Reduced from 5 Days to 2 Hours

10. Branch offices Global agents Point-of-sale Customer Interactions Outsourced agents Sales person Voice E-mail Large multi-site centers Single Consistent Virtual Infrastructure Web Satellite agent groups Back office At-home agents Knowledge expert The Customer Contact Enterprise

11. Mobile “One Business Number” WiFi Dual-mode Speech Access Conferencing Desktop Voice, Video, IM, Presence Web Collaboration Outlook, Notes Home/ Remote Office The Collaborative Enterprise Desk Worker Campus Roamer Road Warrior Teleworker

12. Human Latency Slows ProcessesScenario from Manufacturing Industry

13. Human Latency Slows ProcessesScenario from Manufacturing Industry

14. Appliance Desktop Business Application Business Process Flow Click-to-Conference Business + Communications Task Flow Business Application Notify Task Task Task ResidentExpert Conference Expert Communications-enabled Business Processes

15. Service-Oriented Communications Architecture

16. Processes Delight guests Check-in experience In-room experience, personalization Understanding and accessing services Empower staff to drive customer loyaltywith accessibility and mobility Case StudySetting the Standard for Luxuryat Wynn Las Vegas

17. Application from Avaya DeveloperConnection partner Case StudyImproving Child Safety inPalm Beach County Schools Processes Get special-needs kids home Meet regulatory requirements Keep parents notified real-timeabout times, delays and locations Proactively manage absenteeism Help find missing children

18. 12 stadiums… 32 teams… 15,000 volunteers… 15,000 international press… 200,000 security clearances… 3,100,000 spectators… 30,000,000,000 viewers worldwide… 15,000,000,000,000 bytes of voice and data ___________ Processes • Accreditation in <10 minutes • RFID tickets • Stadium WLAN for press • Transportation logistics • Video conferencing • General collaboration 99.99+% Case Study2006 FIFA World Cup™ Largest converged communications event network ever communications availability required

19. The Real Challenge How on earth do customers get there from here? • Practical evolutionary steps • Leverage existing investments and infrastructure • “Add-on” mobility, presence, collaboration, video, … • With mission-critical high availability and security • Standards and open interoperability • SIP, SIMPLE, More SIP, Web Services, WSDL, BPEL, …SOA • Business process integration • Providing help • Global skills, services, rich partner ecosystems • Managed service and hosted deployment choices

20. Thank You