Avaya Global Services Intelligent Branch Solution

1. Avaya Global ServicesIntelligent Branch Solution

2. Intelligent Branch – Sub Solutions Centralized Distributed Retail Store Branch Banking

3. Centralized Highlights • Day 0 • FCE Service Chain • Feasibility • Planning • IP Network Readiness Services (ExpertNet, CNA / APC) • Security Consulting and Hardening • Day 1 • Implementation Packages for Branch • Includes: Staging, S/W Profiling, & Program Management • System Management Branch Solutions (IMS) • Support (Day 2) • Software Support + Upgrades • Hardware Maintenance (Expert SystemsSM) • IP Support Services* (Proactive IP Support, RMS-IPT, SRM) • Managed Service Lines (Day 2) • Solution integration and management of Large Branch IP Telephony and Contact Center Solutions Strengths Distributed Retail Store Branch Banking *IPSS currently available for CM only

4. Distributed Highlights • Day 0 • IP Network Readiness Services (ExpertNet, CNA / APC) • Security Consulting & Hardening • Day 1 • Market-Based Implementation Packages • Multi-site Program Management • Software Profile Creation • Staging (Level I & II) • System Management Branch Solution (IMS) • Support Services (Day 2) • Software Support + Upgrades • Hardware Maintenance (Expert SystemsSM) • Secure Access & Control (Lite / Premium) • Joint Service Delivery for Avaya Partners • Managed Service Lines (Day 2) • Solution integration and management of Large Branch IP Telephony and Contact Center Solutions Centralized Opportunities Retail Store Branch Banking

5. Weaknesses • Day 0 • IP Network Readiness Services (ExpertNet, CNA / APC) • FCE Service Chain (Feasibility & Planning for Centralized) • Day 1 • MBP Implementation Packages • Includes: Staging, S/W Profiling, & Program Management • System Management Branch Solution (IMS) • Specialist Connect for Retailers • CSI custom app between Motorola CA50 & CM • Virtual Sales Assistant – IP Phone Applications • Support Services (Day 2) • Software Support + Upgrades • Hardware Maintenance (Expert SystemsSM) • IP Support Services* (Proactive IP Support, RMS-IPT, SRM) • Managed Service Lines (Day 2) • Solution integration and management of Large Branch IP Telephony and Contact Center Solutions Centralized Distributed Branch Banking Retail Store Highlights * IPSS currently available for CM only

6. Centralized Distributed Retail Store Threats • Day 0 • FCE Service Chain • Feasibility • Planning • Security Consulting and Hardening • Vulnerability Assessment / Policy Development / Compliance • Day 1 • MBP Implementation Packages • Includes: Staging, S/W Profiling, & Program Management • System Management Branch Solution (IMS) • Support Services (Day 2) • Software Support + Upgrades • Hardware Maintenance (Expert SystemsSM) • IP Support Services* (Proactive IP Support, RMS-IPT, SRM) • Managed Service Lines (Day 2) • Solution integration and management of Large Branch IP Telephony and Contact Center Solutions Branch Banking * IPSS currently available for CM only

7. Enables Leads to Feasibility Study Planning Implementation (Trial) Implementation (Production) Supports FCE Service Chain A Clear Path to a Centralized Branch Solution Head off obstructions and hurdles along the path to FCE and Shorten the 18 month sales cycle! • Assess the technical and financial feasibility • Plan for the required technology and operational changes • Validate, then install the technical solution

8. Avaya CSI Branch Services Highlights • Program Management – Management of complex, multi-vendor technology solutions toensure a successful deployment and reduce your client’s risk • IP Network Readiness Assessment Sampling - Onsite readiness assessment (15 sites) to ensure that critical network elements will support deployment of an IP Telephony solution • Software Profile Creation - Standardized configurations to simplify user experience and ongoing administration • Staging - Software load & test that simulates parameters for the customer’s environment • Deployment - Capability and processes for consistent, high quality delivery of branch implementations

9. Convenient Implementation Packages Premium Service* • Full Service PLUS: • Inter-Gateway Alternative Routing (IGAR) • System Hand-off Review • Premium Routing/Networking Full Service • Industry StandardPLUS: • Station & Softphone Installation & Programming • EC500 Design & Development • Phone Access Vulnerability Review • Mailbox Creation • End User Training (Web-based) • Remote Help Desk Industry Standard Easy to understand and purchase, these bundles provide the right level of services at competitive market-based pricing • Local Program Management • Basic Software Profile • Site Survey • IP Network Readiness Assessment Sampling (optional) • Staging • Hardware Installation & Programming Lead With * Provided in support of Avaya 8300 Media Servers only

10. Program Management • Single point of contact and accountability for project aspects - Avaya, customer, and third party products and services • Master project schedule across all sites, all key tasks, all roles • Project-specific and program-wide status dashboard • Streamlined process for design, quote, order, implementation • Tight integration with customer program management • Enhance customer relationship & uncover new opportunities! 3 Levels of Program Management Premium Full Service Premium Industry Standard

11. Branch Security Industry Driver: Regulatory Compliance Gramm-Leach- Bliley Act (GLBA) Privacy of financial information Sarbanes-Oxley Fiscal accountability for all public companies SEC Rules 17a-3 and 17a-4 Basel II Capital assessment and reporting standards for global banking All records related to securities transactions to be maintained for 3 years COMPLIANCE For Communications USA PATRIOT Act Customer documentation requirements to “know your customer” Health Insurance Portability and Accountability Act (HIPAA) Right to carry insurance between jobs; privacy of patient information CA SB 1386 Mandates public disclosure of computer-security breaches for any California resident. Do-Not-Call FTC-managed list of consumers who do not want to be targeted by telemarketing calls. Source: Meta Group Gartner predicts that enterprises that choose one-off solutions to each regulatory challenge or deadline they face will spend 10 times more on compliance projects than their counterparts that view compliance initiatives in a more holistic perspective.

12. Communications System Security • Security Hardening • PBX • CMS • Intuity Audix • Map D • PBX Toll Fraud Avaya VoIP Security • Security Consulting • Vulnerability Assessment • Policy Review & Development • Secure Architecture & Design

13. Consult and design solution to tailored to their environment Multi-site administration is a client-server based application providing centralized management for all branch offices Provisioning and network management to simplify the deployment, configuration and ongoing maintenance of media gateways and converged devices Knowledge transfer and workshops delivered by subject matter experts System Management Branch Solution- Integrated Management Suite Management

14. Management Consulting • Onsite assessment, analyze, & architect • Material code: 213181 • 1 week $12,500 + $2,500 T&E Implementation • Full implementation services, onsite or remote • Material code: 300167129 Knowledge Transfer • Train staff on how to utilize application to monitor, manage, and run reports • $2,500 a day • Material code: 213181 System Management Branch Solution:How to Order via Siebel or ORS Management

15. Software Support Plus UpgradesHighest Value Option for Ongoing Support Upgrade Subscription 24x7 Support of Applications for Major Troubles Hardware Maintenance Options Saves customers 25-35% in upgrade costs alone Holistic support, access to updates, local in-language support from 6,000 experts Proactive support via EXPERT Systems; Spectrum of options for coverage Software Support Plus Upgrades Comprehensive Technical Tools and Guides New Web-based tools Access to Service Packs Ticketing, online ticket status, access to diagnostic tools used by Avaya engineers Newly improved search engine, improved technical guide resources Bi-monthly Service Packs, highly tested, easy to track and implement, higher quality and security

16. Provides centralized trouble reporting for network and facilities trouble resolution???? Agency Support Options (NAR Only) Provides customers a single number to call regarding all operational support for technical faults across multiple Avaya applications Single Point of Contact

17. Avaya EXPERT SystemsSM Diagnostic ToolsA Key Benefit for SelectingAvaya Hardware Maintenance Support • Unique in the Industry for its powerand effectiveness • Contains 30,000+ artificial intelligence algorithms that perform rapid diagnostics for identifying and resolving potential voice system issues before they cause outages or degrade performance • Maximizes uptime – 98% of system-generated alarms are resolved remotely • Backed by 28 Global Services Delivery Centers and more than 6,000 technical support professionals, EXPERT SystemsSM monitors 24x7x365, handling over 600,000 alarms per year • Customers experience 73% fewer major outages when remotely monitored by EXPERT Systems “Business leaders tell us that while reducing operational expense is always a welcome benefit, the ultimate measure of value from maintenance support is ensuring total communications availability. Avaya’s combination of software and hardware support backed by EXPERT Systems represents a ‘Gold Standard of Protection’ in the industry.” Bruce Clark Intellicom Analytics

18. Global Delivery Support CentersProviding Best-in-Class 24x7 Support Remote Monitoring, Diagnostics, & Trouble Resolution 6000 services professionals, 28 combined network operations and technical support centers viaEXPERT SystemsSM watching over customers and supporting partners with round-the-clock support Russia UK Netherlands Canada Belgium Hungary Redmond Germany Japan France Chelmsford Switzerland Austria China Denver Spain Italy Milpitas India Coppell Hong Kong St. Pete Mexico Avaya Currently Supports: • 20+M Avaya ports • 380,000 multi-vendor PBX ports • 3,000,000 voice mailboxes forservice providers • 690,000 voice mailboxes for enterprises • 97,000 multi-vendor voice mailboxes • 140,000 multi-vendor routers,switches and servers Singapore Columbia Brazil Argentina Australia 18 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA

19. IP Support Services for Communication Manager* Remote Support Services for Communications Process Manager Remote Managed Services for IPT Proactive IP Support Software Release Management Adds Performance (QoS) Monitoring, Performance Reporting, Technical Consulting, Agency and Move/Add/Change Proactive fault monitoring of the converged network for voice and data Proactive monitoring and case management of Communication Process Manager solutions Proactive notification and implementation of product updates for Avaya systems Builds Upon Product Support Options: Full Coverage, Remote, Remote + Parts Software Support/Software Support Plus Upgrades Hardware Maintenance Transitioning To: *IPSS not yet available for Avaya Distributed Office

21. Value People Process Technology CustomerValue GMS Serviced& Solutions Engagement Process Assurance ManagedServicesAssessment EnterpriseMgmt &Governance BusinessModel ServiceDelivery ConvergedApplications Transition Transformation End-to-End Managementof the Entire Communication Strategy • Consultative Approach through upfront assessment • Assist Retailers in transitioning their operations • Defined Solution Process: • Reduces complexity & risk • Flexible to meet changing business needs • Provides measurable business benefits

22. Business View Technology View Services View Communications Solution Assessment • Goals and Strategy • Process Analysis • Business Case • Organizational Impactsand Deployment Considerations • Network Assessment • Communication Inventory • Migration Path • Technology Roadmap • Service Component Recommendations • Staffing and Roles • Service Requirements • Customization Key drivers in the Enterprise must be aligned to realize the communication objectives

23. Large Complex IP Telephony Deployments Large ComplexContact Center Solutions Messaging Base Migration and Account Up-sell Managed Services Value • Project Scope, Impact Analysis, Business Case and ROI • Single Point of Contactand Accountability for Avayaand Third-party Vendors • Global Governance • Reduced Complexity & Risk • Program & Vendor Management • Quality Assurance • Maximization of Technology Investments Eliminating Branch Pain Points • Distributed, multi-store with 2500 IP Endpoints or higher • Looking to leverage IP Telephony to: • Enable new business applications • Solve business problems • Total Contact Center suite management • Distributed, multi-locationwith 150 agents or higher • Customers overwhelmed by complexity of large complex contact centers • Large scale multi-store distributed deployments • Legacy migrations and enterprise platform consolidation

24. Back-up

25. Created an entirely new internal processfor design, quote, order, implementation Implemented a Master program/project schedule across all sites, key tasks, and roles Replaced dozens of internal throw-catch handoffs with Pull-based workflow Generates Automated notifications andalerts for pending and past due work Provides project-specific and program-wide customer status dashboard Delivering High VolumeBranch Solutions What’s Different ? Avaya has put in place optimized processes for consistent, high quality delivery of high volumebranchimplementations

26. Delivering High VolumeBranch Solutions (Cont’d) • Customer signature on PO/Order Formfor “batches” of sites • Master program Statement of Work ratherthan site-specific work • Tight integration between customer andAvaya program management • Dedicated program resources withcustomer-specific expertise and experience • Staging with software load & test thatsimulates parameters for thecustomer’s environment What’s Different ? Avaya has put in placethe processes for consistent, high quality delivery of high volume branch implementations