Unified Communications EXTERNAL USE SLIDE COMPENDIA Up to September 2012

InAction Slides on Unified Communications created in2012

ASML selects Alcatel-Lucent for collaboration platform ASML The network needed to support; Distributed video (on the desk top) Mobility (connectivity to mobile devices) Social collaboration (sharing design data & models) THE CHALLENGE Alcatel-Lucent OmniPCX Enterprise Alcatel-Lucent OmniTouch MyIC Genesys 8 customer service platform PRODUCTS AND SOLUTIONS BUSINESS BENEFITS Improved technical collaboration and innovation between designers and with customers, partners, contractors and suppliers Simpler voice network management and reduced operating costs Increased staff flexibility and mobility, and thus efficiency HQ in Veldhoven, The Netherlands (global operations) Vertical: Engineering/Manufacturing Global market leader for this specialist equipment CUSTOMER DETAILS DEAL FACTS & FIGURES Date deal won: 2008 Implementation date: Ongoing Business Partner: KPN Telecom “The need to communicate has increased exponentially, and so in order to help staff continue to innovate, we need to help them communicate. The Genesys 8 customer service platform helps make staff much more efficient, and allows them to collaborate wherever they are.” Paulin Fouques Duparc Senior Architect, responsible for IT & Telephony Architecture, ASML FOR EXTERNAL USE

Alcatel-Lucent helps BKCP Bank to standardize IT and Telephony systems and improve customer communications BKCP BANK To create a better focus on personal service and improve customer call handling Looking to introduce new banking services and new communications capabilities to support organizational growth and customer service delivery CHALLENGES Alcatel-Lucent OmniPCX Enterprise Communication Server, Alcatel- Lucent Passive Communication Server, Alcatel-Lucent OmniSwitch 6850, Alcatel-Lucent OmniStack 6200 & 6250, OmniTouch Contact Center Premium Edition, Genesys Agent Desktop, Alcatel-Lucent OmniVista, OmniTouch Unified Communications including My Teamwork, 4108, 4028 and 4038 IP Phones PRODUCTS AND SOLUTIONS BUSINESS & TECHNICAL BENEFITS Flexible infrastructure allows the bank to add branches, reorganize and sell branches easily Improved call handling resulting in improved customer service Ease of use leads to rapid and wide user acceptance Simple system management Location: Brussels (HQ), Belgium Vertical: Finance & Insurance Other: 120,000 customers and 350 employees in Belgium CUSTOMER DETAILS DEAL FACTS & FIGURES Business Partner: Nextel Date deal won: 2009 Implementation date: 2010 “We didn’t have a preferred vendor for the underlying technology when we were evaluating the proposals we received, but we were so convinced by what we saw of the Alcatel-Lucent solution that we ended up with a shortlist of three Alcatel- Lucent business partners.” Yves van der Beken, Chief Information Officer, BKCP Bank

Utrecht University secures international future with Alcatel-Lucent wireless network Utrecht University Supporting education with the most modern IT infrastructure available Installing data networks in vulnerable, historically-listed buildings Providing optimum security for a network with many guest users Administration, maintenance, and upgrades at minimal cost Being ready for unpredictable future technological developments THE CHALLENGE Comprehensive Alcatel-Lucent suite – please see notes section for full details PRODUCTS AND SOLUTIONS BUSINESS BENEFITS Internet access entirely independent of location Straightforward support and installation Lower management costs; one manager can cope with a marked rise in numbers of students and staff Savings on hardware and installation costs Optimum network security through the removal of Ethernet ports where they are accessible to the public Location: The Netherlands Vertical: Education CUSTOMER DETAILS DEAL FACTS & FIGURES Date deal won: Implementation date: Business Partner: KPN “We chose Alcatel-Lucent because it was the only vendor that met our requirements: a modern, easily manageable and flexible wireless network that we can quickly extend.” René Ritzen Corporate Information Security Officer Utrecht University

Les Vieilles Charrues transforms its communications to allow music and technology to take center stage Les Vieilles Charrues Install a professional and flexible network infrastructure, which can be adapted to the seasonal nature of the festival Improved collaboration between the festival teams and suppliers CHALLENGES OpenTouch™ communication suite providing innovative functions, improving collaborative working methods OmniTouch™ 8082 My IC Phone terminals to improve real time communications and improve productivity of business Deployment of a data infrastructure to provide WiFi access throughout the site PRODUCTS & SOLUTIONS BUSINESS & TECHNICAL BENEFITS Simplified network structure improves performance and reliability, with three times quicker set-up time Flexible deployment and increased geographical coverage of mobility solutions Guaranteed reliability of security systems due to spatial redundancy Location: Southern Europe Vertical: Entertainment CUSTOMER DETAILS DEAL FACTS & FIGURES Alcatel-Lucent has been the technical partner of this French music festival for more than a decade Implementation date: Latest installation in 2011 “Our partnership with Alcatel-Lucent has meant that we have been able to modernize. It’s really important for a festival like Vieilles Charrues to have a flexible, professional and operational solution — we wouldn’t have been able to do this without their help.” Loïck Royant, Director of the Festival des Vieilles Charrues FOR EXTERNAL USE

InAction Slides on Unified Communications created in2011

Capgemini China combines Alcatel-Lucent technologies to enhance Business Process Outsourcing services CAPGEMINI (CHINA) CO LTD Needed a reliable, high-availability and scalable networking infrastructure, an environmentally-friendly data center and a contact center voice architecture that connects all working processes seamlessly CHALLENGES Alcatel-Lucent OmniTouch™ 8600 My Instant Communicator Network infrastructure with Alcatel-Lucent OmniSwitch Contact center with Genesys Computer Telephony Integration Mobility with Alcatel-Lucent OmniAccess AP125 Management solutions via Alcatel-Lucent VitalSuite Performance Cross-channel communications with Genesys Customer Interaction Management (CIM) platform, Genesys Voice Platform and Inbound Voice PRODUCTS AND SOLUTIONS BUSINESS BENEFITS Delivers a reliable, high-availability infrastructure that safeguards business continuity Supports virtual operations for different customers Boosted data center BPO sales by 50 percent Location: China Vertical: Services CUSTOMER DETAILS CUSTOMER HISTORY Deal won: July 2009 Implementation date: May 2010 Competition overcome: Cisco “The Alcatel-Lucent Enterprise end-to-end solutions meet all our business challenges and opportunities and offer customers, partners and employees optimized processes and unlimited interactions. They deliver a secure, reliable and scalable infrastructure with sound ‘green’ credentials.” Dr. Han Jun, Chief consultant, Global Delivery and Shared Services Center, Capgemini China

Flex chooses Unified Communications from Alcatel-Lucent to better manage internal communications and respond more efficiently to customers FLEX Creating an integrated network for voice communication services with advanced and flexible solutions CHALLENGES Alcatel-Lucent BICS characterized by a central Telefonica OmniPCX Enterprise Alcatel-Lucent OmniVista 4760 Alcatel-Lucent OmniTouch™ 8400 Instant Communications Suite for Enterprise with My Teamwork PRODUCTS AND SOLUTIONS BUSINESS & TECHNICAL BENEFITS Lower total cost of ownership Better control of the availability of employees, instant messaging, management and tracking of all incoming and outgoing calls Flexibility and reliability of the solution Location: Brescia, Italy Vertical: Manufacturing 50 employees; Customer interactions: 100 calls per day CUSTOMER DETAILS DEAL FACTS & FIGURES Business Partner: IT Core “With the implementation of our new office we were given the goal of achieving maximum performance and introducing innovative telephone communication systems. With the IP solution from Alcatel-Lucent Unified Communication, now we can communicate at all levels in a flexible and effective. ” Delo Lossi, IT Manager, Spa Flex

Alcatel-Lucent Professional Services worked with premium business partner, Albeta, to ensure faster resolution to citizen inquiries LLP Albeta Kazakhstan [Albeta] Provide an integrated voice network and contact center to multiple sites to better respond to citizen queries Introduce an affordable, convenient recording solution to support administrative requirements To minimize training and implementation costs CHALLENGES Alcatel-Lucent OmniPCX Enterprise Communication Server Alcatel-Lucent OmniPCX Record Suite Alcatel-Lucent OmniTouch Contact Center Premium Edition PRODUCTS & SOLUTIONS BUSINESS & TECHNICAL BENEFITS Fully integrated, reliable and robust solution offers maximum simplicity; easy to install, configure and use Cohesive recording of citizen interactions has enabled more effective responses to inquiries, no matter where the call is taken Reduced importation administration and associated costs Insert company logo Location: Europe (CIS region) Vertical: Government CUSTOMER DETAILS CUSTOMER HISTORY “Alcatel-Lucent is one of the best companies we could possibly partner with. The products are robust, reliable and easy to install. Alcatel-Lucent simplifies everything for me.” Andrey Kvochkov, General Director, Albeta “Alcatel-Lucent is one of the best companies we could possibly partner with. The products are robust, reliable and easy to install. Alcatel-Lucent simplifies everything for me.” Andrey Kvochkov, General Director, Albeta FOR EXTERNAL USE Implementation date: December 2010 Business Partner: LLP Albeta Kazakhstan was founded in 1993 and has been an Alcatel-Lucent business partner since 2001

Alcatel-Lucent Unified Communications solution helps the ICAEW improve business efficiency THE INSTITUTE OF CHARTERED ACCOUNTANTS IN ENGLAND AND WALES (ICAEW) To create a state-of-the-art infrastructure for voice, video and data communications To combine high quality services and collaborative applications to allow ICAEW to grow internationally and manage costs effectively CHALLENGES Unified Communications including My Teamwork, My Messaging, My Phone, One Number OmniTouch Premium Contact Centre (80 seats) OmniPCX Enterprise Communications Server PRODUCTS AND SOLUTIONS BUSINESS & TECHNICAL BENEFITS Savings of £30,000 per annum through the integration of 140 home- workers into the UC platform My Teamwork & My Instant Communicator create a more flexible working environment and help increase productivity UC provides practical solutions such as hot desking & presence management Location: Milton Keynes, UK Vertical: Finance and Insurance CUSTOMER DETAILS DEAL FACTS & FIGURES Deal won: Q Business Partner: Nextira One “We had clear strategic objectives in implementing the new Unified Communications System. Collaborative working was top of the list, along with improved quality of service and system reliability.” Bill Wilson, IT and Property Services Director, ICAEW

MMH builds mobility into the workplace MEURTHE-ET-MOSELLE HABITAT Deploy an innovative communication system during the company’s move to a new head office Reduce the cost of GSM calls among staff Provide easy-to-use services that improve productivity CHALLENGES Alcatel-Lucent 8400 OmniTouch Instant Communication Suite application with My Instant Communicator client IP 4028/4038 terminals Alcatel-Lucent OmniSwitch 6850 Alcatel-Lucent IP 4028/4038 terminals Dual-mode Wi-Fi mobile phones PRODUCTS AND SOLUTIONS BUSINESS & TECHNICAL BENEFITS Less expensive internal GSM communications Easy communication with mobile employees Better system transparency and improved information sharing within work groups Location: France Vertical: Public Housing Agency The company oversees 13,000 housing units and employs 280 people CUSTOMER DETAILS CUSTOMER HISTORY Business Partner: NextiraOne The comprehensiveness of Alcatel-Lucent’s My Instant Communicator application suite has been instrumental in implementing our mobile strategy.” Hugues Bourgoin, IT Department Manager, MMH

World-class paediatric hospital turns to Alcatel-Lucent for its mission-critical network infrastructure CHILDREN’S HOSPITAL OF PITTSBURGH OF UPMC Standardize and refine clinician workflows to allow clinicians to work efficiently Implement state-of-the-art network infrastructure Improve patient care and outcomes CHALLENGES Alcatel-Lucent OmniTouch™ My Teamwork Alcatel-Lucent OmniTouch Contact Center – Standard Edition Alcatel-Lucent OmniSwitch 9000 Alcatel-Lucent OmniVista 4760 Network Management System PRODUCTS AND SOLUTIONS BUSINESS & TECHNICAL BENEFITS The network connects users and systems across campus and across departments Reduced records management footprint and slashed storage costs Simplified network management Improved flexibility of equipment use and staff communications Location: Pittsburgh, USA Vertical: Healthcare More than 75,000 visits annually, 13,000 inpatient stays and more than 24,000 surgeries CUSTOMER DETAILS CUSTOMER HISTORY Business Partner: SISTAS Implementation date: May 2009 Competition overcome: Cisco and Avaya “We successfully partnered with Alcatel-Lucent to build this critical infrastructure not only to meet the needs of today but strategically for the future.” Dan Drawbaugh, Senior Vice President and Chief Information Officer, UPMC

Alcatel-Lucent communications solution helps Norwegian insulation manufacturer boost customer service GLAVA Enhance customer satisfaction by replacing three outdated telephone switching systems with a single contact center solution Unify fixed-line and mobile communications across three main sites CHALLENGES Alcatel-Lucent My Instant Communicator (including the 8622 My Cellular Extension) Alcatel-Lucent Business integrated Communications Solution (BiCS) Alcatel-Lucent OmniPCX Enterprise Communication Server Alcatel-Lucent OmniTouch Contact Centre Standard Edition PRODUCTS AND SOLUTIONS BUSINESS & TECHNICAL BENEFITS Enhanced service delivery due to a fully integrated telephony system and unified fixed-line and mobile communications Efficient call handling has virtually eliminated customer complaints, while accurate call statistics allow Glava to deal with potential issues proactively Location: Norway Vertical: Manufacturing CUSTOMER DETAILS CUSTOMER HISTORY Deal won: May 2009 Implementation date: June 2009 Business Partner: Telecom Norden AS “What differentiates the Alcatel-Lucent solution from other proposals was its all-in-one approach; it was a total package. This software-based system with a single server within a fully virtualized environment offers flexibility, high levels of functionality, and excellent scalability to support future business growth.” Waldemar Zieba, IT Manager, Glava AS

References on Unified Communications created in2011 & 2012