© 2006 Avaya Inc. All rights reserved. Avaya Services Michael Dundon Business Development Manager

2 © 2006 Avaya Inc. All rights reserved. Plan, Design, Integrate, Install (Intelligent Communications) Support (People, Processes & Apps) Manage (Entire Domain) Domain (IP World) Evolution to Intelligent Communications Requires Assistance System (TDM World) App Servers / Adjuncts PBX Expansion Port Networks Install (Hardware) Maintain & Monitor (Voice Only)

3 © 2006 Avaya Inc. All rights reserved. Avaya Global Services Will Help You Maximize the Evolution to Intelligent Communications Who can help me get there with minimal risk and disruption to my business? How should I implement the new technologies to stay ahead of the market? Based on my business imperatives, how can I best take advantage of new technologies? Value Gap Value from Technology Time Communication Technology Value Maximization Rate at Which Companies Traditionally Leverage New Communication Technology Get the most out of new technologies To maximize the value, these questions must be answered

4 © 2006 Avaya Inc. All rights reserved. Global Managed Services Portfolio for 2007 Proactive IP Support Enhanced IPSS Premium IPSS Software Release Management Legacy Managed Voic /PBX Proactive IP Support Enhanced IPSS Premium IPSS Software Release Management Legacy Managed Voic /PBX IP Converged Solutions IP Converged Solutions Manage IP Migrations and Converged IP Communications Contact Center Services Contact Center Technology Outsourcing Managed IVR Contact Center Services Contact Center Technology Outsourcing Managed IVR Manage Contact Center Applications Managed Apps Managed Apps Contact Center Messaging Contact Center Messaging Deliver Avaya Applications Over the Network Avaya On Demand Avaya On Demand

5 © 2006 Avaya Inc. All rights reserved. Contact Center Managed Services Delivers… Call Management Systems Call Center Elite Solutions Computer Telephony Integration Business Advocate Support Nice Call Recording Interactive Response (IR) Performance management Witness Call Recording Reports Voice Portal Support Virtual Routing Support Fault management Technical consulting 24/7 proactive monitoring / Heart Beat Monitoring

6 © 2006 Avaya Inc. All rights reserved. Outsourcing—What Going With Avaya Will Mean For You Assume managerial control, design and maintain your contact center technology Provide a single point of contact for management, maintenance and ongoing implementation Manage all of your contact center networks and infrastructure components—including applications and 3 rd party vendors. Maintain the same monthly fee regardless of growth in the volume of transactions For one predictable monthly cost, Avaya will...

7 © 2006 Avaya Inc. All rights reserved. Global Managed Services Hosted Solutions Global Managed Services combines Avaya’s market leading suite of Messaging and Contact Center products and solutions with years of experience providing state of the art managed services to create the most comprehensive Hosted Solutions Support network found in the market today. Avaya’s Global Managed Services Hosted Solutions delivers a comprehensive suite of offers that ranges from just one application to outsourcing of on premise infrastructure to a full suite of Hosted Offers.

8 © 2006 Avaya Inc. All rights reserved. Remote Managed Services for IPT Note: BOH stands for “Block of Hours” 24 x 7 Monitor/ Fault Manage Pro- active EnhancedPremium Real-time intelligent agent monitoring, Isolation and Notification on Voice Platforms and in Data Network ●●● Correlation and validation of alarms ●●● Case Management for Avaya Voice Product troubles ●● Network Service Provider Agency ●● Resolution of events in Data Networks ● Case Management of Data issues ● 3rd Party data Equipment Agency ● Service Level Objectives 15 minute customer notification of service outages ●●● Hourly updates of IPT platform service outages ●● Hourly updates of data equipment service outages ● Time to complete remote, simple MAC - 2 bus days ●● Security Pro- active EnhancedPremium IPT platform Alarm monitoring ●●● Customer notification of security event ●●● Performance Management Trouble reports via web portal ● ●● Trending Reports ●● Analysis of trending reports & recommendations ● Voice only ● Technical Consulting Voice Engineering support (BOH) ●● Data Network Engineering support (BOH) ● Configuration Management Remote Moves, Adds and Changes Support for Voice platforms ●● Remote Moves, Adds and Changes Support for Data devices ● ● Proactive ● Enhanced ● Adders to Enhanced ● Premium

9 © 2006 Avaya Inc. All rights reserved. Software Release Management Software Release Management provides a solution for the proactive identification and implementation of product updates that are announced for Avaya’s IP Telephony application – Product Updates include product correction notices (PCNs), software updates, and firmware updates Customer’s who are implementing Avaya’s IP Telephony application will need to consider how they will provide ongoing management of the application –A change management process will be needed that identifies who is responsible for receiving and analyzing announced updates to determine if and when they will be implemented

10 © 2006 Avaya Inc. All rights reserved. Software Release Management Solution Options Comprehensive Release Management Maintain inventory records Formal notification the released Product Update affects Customer Identifies the affected sites and products Impact Assessment (Benefits and Risks) Qualification per Customer’s Business Rules Define and Manage Update Schedule Execute updates including back-up, restore and reboot Periodic (Monthly) Reports –Inventory Reports –Configuration Exception Reports –Product Updates Report –Product Updates History Report Service Level Objectives for Notification Remote Network Operations Solutions

11 © 2006 Avaya Inc. All rights reserved. Offer Comparison – SRM and PCS

12 © 2006 Avaya Inc. All rights reserved.