Avaya Aura® Call Center Elite Multichannel 6.3 Customer Presentation

Consumers Are Driving Multichannel Adoption “I’ll text, IM, email, or chat. Please don’t make me call.” The fact is your customers have transformed In fact, society has changed – we are more aware, more informed, and more connected And the way we interact has changed – we ARE more mobile, more “social”, and more networked... Because of that, our businesses must respond and adapt – the traditional ways of managing relationships has changed ... forever Today’s new “experience management” strategies are being driven by all these forces... Changes in consumer demographics are rapidly leading to changes in how organizations are engaged - from tablet apps to social media, from video kiosks to instant messaging, the days of the toll free phone number being the dominant entry point into a business are fast fading Organizations that fail to align their resources to proactively manage these changes can have their sales and service effectiveness rapidly impacted by declining satisfaction. They need to consider – today – how to implement adaptable, flexible, and scalable experience management platforms that provide customers access to resources across communication channels, and that enable end-to-end workflow integration with performance management and business intelligence. The new success drivers will require real time insight and action; customer care organizations need to anticipate customers choice of how they want to be served and manage the end to end experience; they’ll need to understand the causes of poor customer satisfaction and dynamically adapt in real time, and they have to future-proof their operations & infrastructure for flexibility, to easily adapt to tomorrow’s changing customer expectations. Voice calls aren’t for everyone

Consumers Are Saying… 82% would like it if organizations always offered different channels to meet their needs 68% say they expect the information they give an organization in one place (e.g., through its website) to be available in another 68% would like Web chat offered while they’re on the organizations website 82% agree that they buy more from companies who make it easier to business with them Source: The Autonomous Customer 2013

Consumer Preferences Are Clear “When you have problems with internet self-service, which help would you prefer?” Phone 64% 68% Email 54% 49% Call me button 28% 23% Web chat 32% Video chat 19% Website FAQs 14% 16% Online virtual agent 12% Source: The Autonomous Customer 2013

2013 Channel Preferences Web Chat, Social, & Video Are on the Rise Lower than 2010 Same as 2010 Higher than 2010 77% 72% 64% 59% 53% 37% 26% 20% 14% 11% 5% F2F In Store Web Site Overseas Call Center Phone Email Web FAQs Web Chat Facebook APP Twitter Video Source: The Autonomous Customer 2013

Silo’d Multichannel Operations Are Not Effective Multichannel Today Silo’d Multichannel Operations Are Not Effective

The Contact Center of the Future Social Media Web Chat Email SMS Text Mobile Apps Self Service Smart Outbound Video Inbound Calls Next Gen Call Center Inbound Calls Traditional Call Center Outbound Calls Seamless Multichannel Customer Experience

Blended Multichannel Values Customer Experience Allowing customers to interact via their preferred method Serve customers faster Customers not required to repeat themselves Increase Revenue Proactively engaging customers through web chat Engaging customers through outbound calling Quickly responding to social media issues before they become a problem Reduce Costs A single agent desktop for handling multiple types of contacts Blending inbound and outbound calling Preserving customer information across channels Improved first contact resolution

Avaya Aura® Call Center Elite A Complete Contact Center Solution Stack Elite Multichannel CMS Unified Reporting Experience Portal One Touch Video Avaya Aura® Call Center Elite with Multichannel Avaya Aura WFO Customer Connections Mobile Avaya Aura® Communication Manager one-X Agent Speech Analytics Proactive Outreach Manager

Multichannel work item Multichannel Agent Desktop Elite Multichannel 6.3 Multichannel work item GA October 7th, 2013 6.3 Overview: Capacity increase to 1,000 agents Support of SIP endpoints Single Server configuration Support for WFO R11 and R12 Support for latest Microsoft SQL, Exchange and Internet Explorer 10 Localization (Delivered in 6.3.1) targeted for December 2013 Support for Experience Portal Available on Elite 4.x, 5.x and 6.x Availability October 1, 2012 under Controlled Availability Overview: Adds introductory multichannel capabilities for up to 400 concurrent multichannel agents Can be used in large Elite deployments where multichannel is required for only a subset of agents (<400) Email, Web chat, SMS, Fax, and outbound dialing Data Directed Routing Simple to manage and deploy Runs on customer provided servers Limited Time Promotion: Zero charge promotion for multichannel seats available for a 6 months (savings of $525 per seat) for new/upgrades to Elite 6.2 Previous releases (Elite 4.x, 5.x, 6.x) pay $525 per seat Call Center Elite Multichannel Agent Desktop Add Multichannel and Preserve Elite Investment

Elite Multichannel Avaya Aura® Communication Manager Extends Avaya’s Award Winning Call Center Elite – Add new channels with ease Investment Protection – Preserves existing investments in Call Center Elite Application Development Toolkit – Add new functions quickly and easily Management Dashboard – View status of your contact center in real-time Unified Agent Desktop – Blends inbound/outbound voice, web, mobile and social channels Multimedia Contact Management – Manage all channels from a singled unified interface Unified Reporting – Use your existing CMS reporting system to manage all voice and non-voice channels Avaya Aura® Call Center Elite Multichannel 6.3 Data Directed Routing Unified Multichannel Agent Desktop Application Development Toolkit Screen Pops Integrates with IP and one-X agent – E Extends Avaya’s Award Winning Call Center Elite providing simple screen pop, data-directed routing, and basic multichannel features Investment Protection enables Call Center Elite customers to further extend their investment by adding new capabilities to better serve their customers Application Development Toolkit supports easy scripting and rapid application development, making it easy to adapt quickly to market and business changes Management Dashboard facilitates agent monitoring/coaching & improves performance Unified Agent Desktop offers flexible, configurable agent environment supporting both on site and remote/home agents and integrates with IP Agent and one-X Agent Multimedia Contact Management leverages multichannel assignment of work items to ensure that the right skills are matched to the contact Unified Reporting provided by Call Management System (CMS) lite multichannel agent desktop looks at IP and one-X as a telephone set Management Dashboard Unified Reporting Optional Premium Applications - Avaya Experience Portal - Avaya Call Management System - Avaya Workforce Optimization *Elite Multichannel requires a separate Windows Server

Inbound/Outbound Voice Unified Agent Desktop Unified Agent Desktop Seamlessly integrates all inbound and outbound channels to increase agent productivity and customer experience Channels Supported View customer interaction history for current contact for faster call resolution and improved customer experience Search the directory for a customer phone or email to easily initiate outbound contact through mouse click Easily record work-item related notes Plug-in architecture allows for simple customization and external application integration to help reduce implementation cost 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 and iClarity for remote agents Inbound/Outbound Voice Email Facsimile (Fax) Point: Elite Multichannel provides an advanced unified agent desktop. Elite Multichannel Desktop is Elite Multichannel's flagship desktop application for presenting multimedia work items to agents. Elite Multichannel Desktop uses plug-in architecture to give agents everything they need in one screen. Without leaving their screen agents can: receive and reply to work items from customers who make contact via: telephone email web chat receive and reply to Instant Messages from MSN Messenger, Microsoft Office Communicator, AOL or ICQ Instant Messenger simple message service (SMS) record specific, work item-related notes as well as general, session related notes work quickly and efficiently by inserting auto text, spell checking their work and printing work items view the conversation history of the customer they are dealing with search a directory for a phone number or email address view real-time statistical information on their personal work performance monitor the telephone activity and/or Microsoft Office Communicator IM presence of other call center agents or staff they work closely with Elite Multichannel agent desktop application supports agent positions anywhere in the world through iClarity plug-in that increases agent satisfaction/retention and help reduce the cost of contact center operations. Note: iClarity plug-in along with user and telephony plug-in provides the same functionality as the one provided by IP Softphone. iClarity plug-in supports Road Warrior (VoIP) and Telecommuter speech modes. Elite Multichannel Desktop also distributes internally held customer records to agents, prompting them to initiate contact with customers by phone. It also gives agents aElite Multichannelss to external applications within the Elite Multichannel Desktop interface (such as Internet Explorer) so they don't have to minimize their work screen.   Elite Multichannel Desktop can be configured to launch external applications in a separate screen. The application can be different depending on the work item type and task required. Elite Multichannel's multimedia technology means email, mobile SMS texting and web-based customer inquiries are blended with inbound telephone calls. Customers enjoy the same benefits of priority queuing and distribution to agents with relevant skills and knowledge. Elite Multichannel Desktop also offers a complete range of telephony functions (fully synchronized with desk phone), meaning the user can use their screen and mouse to: make a call answer a call end a call hold a call divert calls send DTMF tones transfer a call conference a call with up to six members drop yourself or another party from a conference call forward all incoming calls to voicemail or another extension SMS/Text Web Chat Web Callback © 2009 Avaya Inc. All rights reserved.

Unified Agent Desktop Elite Multichannel History Spell Check Auto Text Directory Printing Call Information Rules Work Item Notes iClarity User Voice Work Item Alert Wallboard Python Breakout Time in AUX Display MS CRM GUI Contact Mgmt. External Apl. Container Execute Session Notes Presence Telephony Email Simple Messaging Preview Contact Close Suspend Work Item GN8120 Headset Customized Forms Enhanced Dial Quick Dial Custom Buttons Save Close Doc. Window Elite Multichannel Slide: Elite Multichannel Desktop Plug-ins Following lists the Elite Multichannel Desktop Plug-ins, which are designed to increase the agent productivity and customer satisfaction by presenting relevant contextual customer information during contact processing: AutoText. This plug-in presents two buttons to the user: (1) an AutoText button that allows the user to insert pre-defined text into their current work item to save typing time and (2) a Work Codes button that allows a user to assign a work code to a work item. Text for both buttons is categorized by topic and presented via a drop-down list. Call Information. This plug-in allows the agent to view four plug-ins in a four-item grid. Close Suspend Work Item. This plug-in allows the user to suspend a work item so it is presented to another agent at a later date. It also allows the user to close the work item and record the outcome of its suElite Multichannelss. Contact Management. This plug-in allows the agent to add, change and delete a contact's information via Elite Multichannel Desktop's directory. It also allows an administrator to customize some of the field names in a contact's record. Such contacts data can be synchronized with Microsoft CRM contacts to consolidate all contacts at one place. Custom Buttons. This plug-in allows an administrator to create buttons on the user interface that the agent can click to perform certain actions. It works in conjunction with Rules Plug-in. After a custom button is clicked, the event associated with that button is fired, triggering any rule set up for it within the Rules Window. Customized Forms. This plug-in allows an administrator to add one or more additional work forms to multimedia work items. These work forms, which are aElite Multichannelssed via additional tabs on the side of a work item, are created via Contact Center Express Control Panel. Dashboard and Supervisor: These plug-ins gives supervisor visibility into agent status and performance. In addition, it allows supervisors to join the call as an observer/coach/participant. DMCC: Allows Elite Multichannel Desktop to communicate with the station (phone) it is connected to as though the buttons were being pressed on the phone itself. On connecting to the station, the buttons configured in the Communication Manager for that station will displayed within Elite Multichannel Desktop f.e. Supervisor assist, Work codes, Call forward, Auto dial, Vu-Stats, EC 500, etc. It increases agent productivity by avoiding switching between desktop and desk phone. Note: Avaya CM 5.1 or newer is required to use DMCC functionality. Directory. This plug-in allows the agent to search a database for a contact based on first name, last name, full name or phone number. Once found, they can dial the contact or transfer / conference an active call through mouse click. Email. This plug-in allows the agent to receive email work items. E-mail capabilities are: Close E-mail, Reply to sender, Reply to all, Forward, Forward to Subject Matter Expert (SME), Suspend, Send, Attach File. Email Template. This plug-in allows the agent to insert text and attachments belonging to an email template into the body of any replied to or forwarded email work item. Enhanced Dial. This plug-in allows an administrator to include user-to-user information, which follows a customized format, with a new outbound call, transferred call or conferenced call. External Application Container. This plug-in allows the agent to view and use a completely different application within the Elite Multichannel Desktop interface. External Application Execute. This plug-in allows you to transfer information from an incoming work item to another application. It copies information from the incoming work item and stores it in an XML file which is then sourced by the external application. The application launches independently of the Elite Multichannel Desktop interface. GN8120 Headset. If agents are using iClarity Plug-in with Elite Multichannel Desktop, this plug-in allows them to use the GN8120 headset. History. This plug-in allows the agent to view or change information in old work items as well as view a customer's conversation history. The History tab (plug-in) allows you to: Open a previously closed work item so you can remember the customer's situation or issue Open a previously closed work item and perform some action, such as replying to an email work item or calling a customer from a preview contact work item. View the conversation history of the customer you are currently dealing with. The Customer History tab displays the conversation and interaction history of the customer you are currently dealing with. The Agent History tab displays a list of work items that you (or another agent you specify) have previously worked on. It gives you the ability to search for work items based on type (email, preview contact or simple messaging), age and state. iClarity. This plug-in gives Elite Multichannel Desktop voice over IP functionality. When an agent makes or receives a call, iClarity enables them to speak to and hear the other party via a headset connected to their PC or the PC's microphone and speakers. Microsoft-Office-Communicator (MOC) client. This plug-in allows agents to view the IM presence of subject-matter-experts within the company. Combined with voice presence shown in Presence plug-in, agents can easily identify the availability of subject-matter-expert to seek help and increase first-call-resolution. MS CRM Gui. This plug-in allows the agent to view and edit MS CRM contacts and accounts when incoming work items are received. It also allows an administrator to create rules that automatically perform actions on MS CRM call events. Presence. This plug-in allows the agent to monitor the telephone activity of other call center agents or staff they work closely with. A quick mouse-over this tab and the Presence window will provide an array of details as to an agents availability as well as contact information. Presence allows you to monitor a group and several tabbed sub-groups and people within those groups. To contact any of the agents displayed in Presence simply right click anyway along their information line to reveal various options to call, transfer or engage conference options Preview Contact. This plug-in allows the agent to receive preview contact work items. Printing. This plug-in allows you to print all the information associated with a work item. It displays as a single button. Python Breakout. This plug-in allows a developer to invoke IronPython scripts when Elite Multichannel Desktop events are triggered. Quick Dial. This plug-in allows the agent to create buttons on the user interface that can be quickly clicked when they want to call someone they talk to regularly. It saves them from typing in the number or searching the directory. Rules. This plug-in allows you to create rules that will automatically perform actions on call events that meet certain criteria. For example, you can configure a rule to deflect calls from a specific phone number to voicemail. Save Close Document Window. This plug-in allows the agent to save new and edited data back to the ASContact Database, the telephone directory used by Elite Multichannel Desktop. Session Notes. This plug-in allows the agent to record notes to help with their day-to-day work, i.e.. notes that don't specifically relate to a work-item. Simple Messaging. This plug-in allows the agent to receive simple messaging work items. Spell Checker. This plug-in allows the agent to check the spelling accuracy of their work item text. It displays as a single button. Supervisor. This plug-in gives supervisors visibility into agent status and performance to proactively manage customer experience. Telephony. This plug-in connects the agent to the Avaya Communication Manager. Time In AUX Display. This plug-in adds a time counter to Elite Multichannel Desktop's status bar that displays how long the agent spends in any of the three work modes: Auxiliary, Available and After Call Work. User. This plug-in allows the agent to log in and out of skills, change agent mode, select reason codes, aElite Multichannelss voicemail and forward calls to another agent. It displays as an interface toolbar. Voice. This plug-in allows the agent to make, answer, transfer, conference and end calls. It displays as an interface toolbar. Wallboard. This plug-in displays real-time and statistical information on agents, VDNs, queues and splits/skills. Work Item Notes. This plug-in allows the agent to record work item-related notes. Several notes can be stored for one work item and they are displayed chronologically at the top of the window. Work Item Alert. This plug-in alerts the agent with a pop-up window when a new work item arrives. Application architecture provides Elite Multichannel agent desktop with simplified, easy to use façade that hides the complexity from agents to increase productivity Elite Multichannel provides almost 40 application services and all are provided at no charge. Users can choose to load all or selective applications. Open architecture allows developers to easily create their own application to provide custom functionality thus reducing implementation cost © 2009 Avaya Inc. All rights reserved.

Elite Multichannel 6.3 Components Avaya Aura® Communication Manager SIP, IP and traditional telephony services Avaya Application Enablement Services (AES) Provides the TSAPI (Telephony Services Application Programming Interface) interface to communicate with Avaya Aura Communication Manager Elite Multichannel XML Server Interface between agent desktop and communication services Elite Multichannel Agent Desktop Provides graphical user interface (GUI) for all contact types Displays screen-pops for incoming contacts and preview outbound work items Elite Multichannel XML Server Avaya Aura® Communication Manager 4.x, 5.x, 6.x Avaya Application Enablement Service 5.2.4 and 6.2 and above Elite Multichannel Agent Desktop running XML Client

Elite Multichannel Email Delivery Example Corporate E-mail Server E-mail Gateway Call Center Elite Multichannel Server Deliver desired work item DMZ Queue Work Item Call Center Elite multichannel uses a ‘virtual call’ as the foundational construct to deliver non-voice work items to staffed Elite agents Call is generated by an application and has no physical station Makes use of unified routing which is essentially the blending of email and web-based customer inquiries with inbound telephone calls in a common framework Avaya Application Enablement Services 5.2.4, 6.2 and above Avaya Aura® Communication Manager Elite Multichannel Agent Desktop

Elite Multichannel Agent Desktop Email Reply Voice Work Item Chat Work Item Email Work Item Wallboard Auto Text Inserted Work item notes for efficient information exchange between agents Templates for faster email responses Customer history Plug-in

The Contact Center Manager Benefits: The Customer The CFO The CIO The Contact Center Manager Issues are more likely to be solved on first contact Agent knows about previous interactions Connect with a business from a mobile device, a Web site, or via Text messaging Caller to agent match rates are optimized reducing costs Slim architecture reduces ongoing maintenance costs Use of home agent resources for contact spikes and to draw from a broader talent pool Minimal hardware to maintain Investment protection in the core call center 5 9’s reliability Simple to manage day-to-day operations Blended voice and multichannel reporting in CMS Maximize agent productivity with blended inbound/outbound and non-voice contacts Shorter wait times and fewer abandoned calls Point: To communicate specific benefits of the Elite Multichannel solution Your customer will be able to see the benefits of Elite Multichannel seen through the eyes of the customer, CFO, CIO and Contact Center Manager. These slides function, thematically, as a counterpoint to the customer and business problems discussed earlier on slides (thought balloons) 17 17 17