1 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Technology Enabling the Avaya Vision Technology Enabling the Avaya Vision Nikolas Stefanou Technical Sales, Greece, South Balkans, Cyprus, Albania & Malta 29 October, 2007

2 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Business Imperatives Intelligent Communications Intelligent Communications Solutions Business Imperatives

3 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Revenue growth: superior customer service Cost reduction: worker & business efficiency Manage risk Mobility with ubiquitous access Ease of collaboration Rapid, flexible deployment Clear ROI & investment protection Customer Imperatives Drive our Technology Roadmap Worker Imperatives Business Imperatives IT Imperatives

4 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Dynamic & ubiquitous access to key resources & expertise 24 x 7 Consistent experience across locations and modes Easy to use; easy collaboration Multi vendor/standards based systems and support Holistic, intuitive approach to management, reporting and presence Always on: Secure, reliable, scalable and manageable Improved Customer Service, Worker Productivity and Business Efficiency Workers Customers Locations

5 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Business Imperatives Impact on Business Intelligent Communications Solutions Intelligent Communications

6 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Intelligent Communications Key Attributes Embedding communications solutions into customers’ processes to profoundly transform their business Intelligently connects workers, customers and processes Delivers a consistent intuitive user experience across devices Seamlessly and openly integrates communications with business applications Provides a reliable, ubiquitous, secure, open-standards based communication foundation across a variety of networks 6 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA. For Analyst Use only.

7 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Best Effort IP QoS Modular SystemsIntegrated Service Oriented Architecture Traditional Separate voice, video & data networks Mode specific devices VoIP Gateways Intelligent Communications Rich multimodal user experience Dynamic applications Comm-Enabled Business Processes Built on Converged Networks Converged Integrated voice, video & data applications Enterprise wide application optimization Deploy and leverage IP infrastructure Evolution to Intelligent Communications Highly Resilient IP Networks

8 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Embedded into Business Processes Intelligent Communications Solutions Business Imperatives Intelligent Communications

9 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Improved Customer Service Contact Centers Worker Productivity Unified Communications Reliable Multi-modal Communication IP Telephony Intelligent Communications Solutions IP Telephony provides the rich foundation for Communication Applications Unified Communications: Unified experience, intelligence and best in class functionality Contact Centers: not just Customer Service, but an enterprise ready to serve Communications Enabled Business Processes via APIs, web services and orchestration Business Efficiency Communications Enabled Business Processes

10 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Intelligent Communication Solutions Customer Value & Key Attributes SIP, IP, Digital & Analog Cross Network Management Scale Security Simplification Worker Productivity Reliable Multi-modal Communication Reliable Multi-modal Communication Improved Customer Service Business Efficiency Avaya Support, Consulting, & Systems Integration Unified Communications IP Telephony Contact Centers Communications Enabled Business Processes

11 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. SIP is a Key Enabler of Intelligent Communications Multi-Vendor Interoperability Presence and Events Easier Call-Context Integration (CCI) Native Support for Multimedia

12 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Converged Communications WiFi/ WiMAX PSTN Data Network Enterprise Application Services Service Execution Framework Access Control IMS IP Multimedia Subsystem Service Provider Interworking over SIP PSTNMobile Network Data Network IP Telephony Server Small Office Small Branch Mid-Size Campus SIP, H.248, H.323, QSIG Networking Presence: Enterprise-Wide & Federated Scale up to Large, down to Small Multiple Domains: P2P and Centralized Next Generation CTI: Call and Context Required Attributes: Avaya Support, Consulting, & Systems Integration

13 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Unified Access Mobility Telephony Messaging Conferencing Video Presence Multi Vendor Intelligent Communications Solutions Customer Value & Key Attributes Worker Productivity Worker Productivity Reliable Multi-modal Communication Improved Customer Service Business Efficiency Unified Communications IP Telephony Contact Centers Avaya Support, Consulting, & Systems Integration Communications Enabled Business Processes

14 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Increased Productivity for the Information Worker Deployed in Multiple Ways Productivity Apps Driven IP Telephony Audio Conferencing Voice Messaging Video Conferencing Web Conferencing Instant MessagingPresence Document Management Calendar Web Conferencing Emerging Web Tools Presence Allows for flexibility & extensibility Easy Access to Enterprise Applications Consistent implementation of Business Rules & Policies Enables presence to be federated & shared No one vendor will provide it all – multi- vendor by design Importance of Industry Standards Communications Driven

15 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Increased Productivity for Workers Wherever They Are Consistent user experience Variety of environments, networks & devices Centralized Intelligence/Control Interoperability via Standards Accessible to employees and customers with disabilities On the Road Airport At Desk or On Campus In collaboration with “best of class” mobility partners Remote or At Home Home

16 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Routing Reporting & Analytics Self Service Proactive Contact Multi-channel Quality Assurance Intelligent Communications Solutions Customer Value & Key Attributes Worker Productivity Worker Productivity Reliable Multi-modal Communication Reliable Multi-modal Communication Improved Customer Service Improved Customer Service Business Efficiency Business Efficiency Avaya Support, Consulting, & Systems Integration Unified Communications IP Telephony Contact Centers Communications Enabled Business Processes

17 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Avaya Customer Interaction Suite Right People, Right Time, Right Information, Superior Result Partners Work at Home Agent Branch Supplier International Contact Center Resident Expert Mobile Worker Contact Center Contact Center SW Multi Channel Service Personalized Service Mgmt Proactive Contact Speech Self Service Resident Expert Quality Assurance Customer Experience Analytics Operational Reporting & Mgmt Customers

18 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Process Integration Service Orchestration Event Processing Notification & Response Intelligent Communications Solutions Customer Value & Key Attributes Worker Productivity Worker Productivity Reliable Multi-modal Communication Reliable Multi-modal Communication Improved Customer Service Improved Customer Service Business Efficiency Business Efficiency Avaya Support, Consulting, & Systems Integration Unified Communications IP Telephony Contact Centers Communications Enabled Business Processes

19 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Communications Enabled Business Processes A Definition… Provides business processes and applications with the ability to initiate and track real-time multi-channel communication with process users and decision makers Objective: Make processes more efficient

20 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Communications Enablement The business process stops - waiting for human response and action Human latency is introduced Process is vulnerable to human error Business Processes - TODAY Human interaction is embedded-in, and controlled by, the business process Communications are invoked as required Interactions are fully closed-loop Communications Enabled Business Processes

21 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Avaya Communications Process Manager Event Processor Communications Enabled Business Processes Customer Business Processes Consulting, Custom Software, Integration & Ongoing Support Services & Maintenance Innovative SOA design with 22 patent applications Web ServicesAdaptorsEvents Avaya Communications Resources TTS/IVRConf.Messaging Telephony Mobility Presence A software solution that enables Avaya communications applications to be integrated into customer business processes through customizable Web Services Avaya Communication Enabled Business Process Solution SIP

22 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Communications Enabled Business Processes Key Component of Avaya Intelligent Communications IP Telephony Contact Centers Unified Communications Enabled Business Processes INFRASTRUCTURE CUSTOMER USER PROCESSES A holistic combination of technology, consulting, and services that integrates Avaya Intelligent Communication within your business process

23 © 2006 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Thank You This is Avaya …. How can we help you? Improved Customer Service Contact Centers Worker Productivity Unified Communication Reliable Multi-modal Communication IP Telephony Business Efficiency Communications Enabled Business Processes