1 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Avaya Global Services Intelligent Branch Solution

2 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Branch BankingRetail Store Distributed Intelligent Branch – Sub Solutions Centralized

3 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Centralized Highlights Branch Banking Retail Store DistributedStrengths 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 Systems SM ) 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 *IPSS currently available for CM only

4 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Distributed Highlights Branch Banking Retail Store OpportunitiesCentralized 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 Systems SM ) 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

5 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Retail Store Highlights Branch Banking DistributedCentralized 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 Systems SM ) 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 * IPSS currently available for CM only

6 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Branch Banking ThreatsRetail Store DistributedCentralized 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 Systems SM ) 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 * IPSS currently available for CM only

7 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Supports Feasibility Study Leads to Enables Planning Implementation (Trial) Implementation (Production) FCE Service Chain A Clear Path to a Centralized Branch Solution Assess the technical and financial feasibility Plan for the required technology and operational changes Validate, then install the technical solution Head off obstructions and hurdles along the path to FCE and Shorten the 18 month sales cycle!

8 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Avaya CSI Branch Services Highlights Program Management – Management of complex, multi- vendor technology solutions to ensure 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Convenient Implementation Packages Industry Standard Full Service Premium Service* Industry Standard PLUS: Station & Softphone Installation & Programming EC500 Design & Development Phone Access Vulnerability Review Mailbox Creation End User Training (Web-based) Remote Help Desk Full Service PLUS: Inter-Gateway Alternative Routing (IGAR) System Hand-off Review Premium Routing/Networking Local Program Management Basic Software Profile Site Survey IP Network Readiness Assessment Sampling (optional) Staging Hardware Installation & Programming Easy to understand and purchase, these bundles provide the right level of services at competitive market-based pricing Lead With * Provided in support of Avaya 8300 Media Servers only

10 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Program Management Premium 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! Industry Standard Full Service Premium 3 Levels of Program Management

11 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 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. COMPLIANCE For Communications Sarbanes-Oxley Fiscal accountability for all public companies USA PATRIOT Act Customer documentation requirements to “know your customer” Do-Not-Call FTC-managed list of consumers who do not want to be targeted by telemarketing calls. CA SB 1386 Mandates public disclosure of computer-security breaches for any California resident. Health Insurance Portability and Accountability Act (HIPAA) Right to carry insurance between jobs; privacy of patient information All records related to securities transactions to be maintained for 3 years SEC Rules 17a-3 and 17a-4 Gramm-Leach- Bliley Act (GLBA) Privacy of financial information Basel II Capital assessment and reporting standards for global banking Source: Meta Group Branch Security Industry Driver: Regulatory Compliance

12 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Avaya VoIP Security Security Consulting  Vulnerability Assessment  Policy Review & Development  Secure Architecture & Design Communications System Security Security Hardening  PBX  CMS  Intuity Audix  Map D  PBX Toll Fraud

13 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. System Management Branch Solution - Integrated Management Suite 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 Management

14 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. System Management Branch Solution: How to Order via Siebel or ORS  Full implementation services, onsite or remote  Material code: Implementation Train staff on how to utilize application to monitor, manage, and run reports $2,500 a day Material code: Knowledge Transfer Onsite assessment, analyze, & architect Material code: week $12,500 + $2,500 T&E Management Consulting Management

15 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Software Support Plus Upgrades Highest Value Option for Ongoing Support Saves customers 25-35% in upgrade costs alone Upgrade Subscription New Web-based tools Ticketing, online ticket status, access to diagnostic tools used by Avaya engineers 24x7 Support of Applications for Major Troubles Holistic support, access to updates, local in-language support from 6,000 experts Comprehensive Technical Tools and Guides Newly improved search engine, improved technical guide resources Hardware Maintenance Options Proactive support via EXPERT Systems; Spectrum of options for coverage Access to Service Packs Bi-monthly Service Packs, highly tested, easy to track and implement, higher quality and security Software Support Plus Upgrades

16 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Support Options (NAR Only) Single Point of Contact Provides customers a single number to call regarding all operational support for technical faults across multiple Avaya applications Agency Provides centralized trouble reporting for network and facilities trouble resolution????

17 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Avaya EXPERT Systems SM Diagnostic Tools A Key Benefit for Selecting Avaya Hardware Maintenance Support Unique in the Industry for its power and 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 Systems SM 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. 18 © 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA Belgium Netherlands Russia UK Germany Hungary AustriaSwitzerland France Spain Italy Argentina Brazil Canada Chelmsford Denver St. Pete Mexico Hong Kong India Singapore Australia Japan China Avaya Currently Supports: 20+M Avaya ports 380,000 multi-vendor PBX ports 3,000,000 voice mailboxes for service providers 690,000 voice mailboxes for enterprises 97,000 multi-vendor voice mailboxes 140,000 multi-vendor routers, switches and servers Global Delivery Support Centers Providing Best-in-Class 24x7 Support Remote Monitoring, Diagnostics, & Trouble Resolution 6000 services professionals, 28 combined network operations and technical support centers via EXPERT Systems SM watching over customers and supporting partners with round-the-clock support Milpitas Columbia Redmond Coppell

19 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. IP Support Services for Communication Manager* Proactive notification and implementation of product updates for Avaya systems Software Release Management Proactive fault monitoring of the converged network for voice and data Proactive IP Support Adds Performance (QoS) Monitoring, Performance Reporting, Technical Consulting, Agency and Move/Add/Change Remote Managed Services for IPT Remote Support Services for Communications Process Manager Proactive monitoring and case management of Communication Process Manager solutions 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

20 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential.

21 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. End-to-End Management of 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 People Process Technology Customer Value Value Assurance GMS Serviced & Solutions Engagement Process Managed Services Assessment TransitionTransformation Service Delivery Enterprise Mgmt & Governance Converged Applications Business Model

22 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Goals and Strategy Process Analysis Business Case Organizational Impacts and Deployment Considerations Network Assessment Communication Inventory Migration Path Technology Roadmap Service Component Recommendations Staffing and Roles Service Requirements Customization Communications Solution Assessment Business View Business View Technology View Technology View Services View Services View Key drivers in the Enterprise must be aligned to realize the communication objectives

23 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Managed Services Value Reduced Complexity & Risk Program & Vendor Management Quality Assurance Maximization of Technology Investments Project Scope, Impact Analysis, Business Case and ROI Single Point of Contact and Accountability for Avaya and Third-party Vendors Global Governance Eliminating Branch Pain Points Large Complex IP Telephony Deployments Large Complex IP Telephony Deployments Large Complex Contact Center Solutions Messaging Base Migration and Account Up-sell Messaging Base Migration and Account Up-sell 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-location with 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 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Back-up

25 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. What’s Different ? Delivering High Volume Branch Solutions Created an entirely new internal process for 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 and alerts for pending and past due work Provides project-specific and program- wide customer status dashboard Avaya has put in place optimized processes for consistent, high quality delivery of high volume branch implementations

26 © 2007 Avaya Inc. All rights reserved. Avaya – Confidential. Delivering High Volume Branch Solutions (Cont’d) Customer signature on PO/Order Form for “batches” of sites Master program Statement of Work rather than site-specific work Tight integration between customer and Avaya program management Dedicated program resources with customer-specific expertise and experience Staging with software load & test that simulates parameters for the customer’s environment What’s Different ? Avaya has put in place the processes for consistent, high quality delivery of high volume branch implementations