Contact Center Communications Product Strategy & Roadmap January 2010

© Avaya Inc All rights reserved. Key Topics #1 position in Contact Center and Customer Service leadership Accelerate and enhance Context based Next Gen Customer Service Plug & Play SIP based Context Center on top of Avaya Aura TM extended by ACE to deliver consistent high value customer engagement Leadership Vision Portfolio Strategy Roadmap Wrap & embrace strategy protecting investments, extending capabilities, and growing to Avaya Context Center

© Avaya Inc All rights reserved. Avaya 35% Nortel Enterprise 12% Others 20% Aspect 4% Cisco 14% Genesys 15% Worldwide Contact Center Market Share (ACD Agents) Source: Gartner Group, Calendar 2008 $4B+ Product Market with $5B+ related Professional Services  Gartner Magic Quadrant Leader in Contact Center  #1 World Wide Call Center Market Share  Industry Leading Contact Center customers  Avaya Labs Innovation  Award Winning Portfolio Sources: Gartner Magic Quadrant, Gartner Avaya N – Global Market Leadership NOTE: Nortel market share data may include LG-Nortel

© Avaya Inc All rights reserved. Vision - Evolution to CONTEXT based Customer Service Value of any interaction is defined by its context Standalone Voice based Call Centers Distributed Multichannel Contact Centers CONTEXT based Customer Service

© Avaya Inc All rights reserved. Vision - Next Gen Context based Customer Service  Streamlines information, processes, and communications  Providing consistent and high value end customer engagement  Fueling sustainable business growth real time persistent context for proactive engagement Anticipate communication enabled business systems for effective voice and web self service transactions Automate optimize agent, expert, self service interactions across channels for efficient operations Accelerate

© Avaya Inc All rights reserved. Today - Customer Service is Key  Growing customer engagement EXPERIENCE GAP - Increasing end customer expectations - Limited responsiveness from disparate INFORMATION, PROCESSES, & COMMUNICATIONS

© Avaya Inc All rights reserved. Avaya Context Center - Value & Benefits End Customer  VALUE: Proactive and participative customer engagement Line of Business Owner  BENEFIT: enables differentiation to grow profitability & brand IT  VALUE: Unified & agile web services based delivery platform  BENEFIT: lower CAPEX & OPEX Consistent and high value engagement across channels in real time creates a superior experience Contact Center Operations (Business Users)  VALUE: Fast and effective agent, expert, self service interactions  BENEFIT: increases customer satisfaction & reduces cost Integrated Processes Persistent Knowledge Real-time Communications

© Avaya Inc All rights reserved. Solution Strategy - Avaya Next Gen Context Center Work Assignment Engine Multimedia Conference Server with Persistent Context Multimedia Recording Outbound Customer Care Inbound Self Service Common Platform NGCC Products Resident Expert Agent Voice / Video NGCC Agent Workspace CC Integrated Management Work Force Optimization AnalyticsUnified Reporting IQ Call Management System Common service creation environment for automated and agent dialogs System Manager Session Manager Voice/Video ServicesPresence Services Application & Services Integration Avaya Agile Communication Environment (ACE)

© Avaya Inc All rights reserved. Roadmap Strategy - Protect, Extend, Grow  Upgrade path to current releases  Protect Investments in products and existing applications  Maintain integrity of operations and processes  Rich support and professional services Protect  Multi-Channel SIP Contact Center with Avaya Aura™  Intelligent Customer Routing for enhanced self- service  New applications leveraging current open standards Extend  Joint technologies deliver Next Generation Context Center  Evolve to enterprise-wide open and flexible real-time architecture  Plug into larger ecosystem of developers and partners with Avaya Aura™ and ACE Grow

© Avaya Inc All rights reserved. Context Center Roadmap Today12 Months18-30 Months  Avaya CC Elite: mission critical voice  Voice Portal First /ICR: enhanced self-service & CAPEX reduction  Avaya CC Elite to NGCC stepping stones: SIP trunks, ICR, Avaya one-X ® Agent 2.0  Infrastructure & interoperability investment protection with Avaya Aura TM  In addition to multi-channel, NGCC path forward expands to also support 7 x 24 critical and voice-only operations  Partner and Avaya Advisory and Implementation Services Avaya Call Center Elite Avaya Interaction Center (AIC) Upgrades and Extensions Avaya Intelligent Customer Routing (ICR) extend NES Contact Center Straight-forward upgrade to NGCC for NES Symposium and NES Contact Center customers NGCC is path for SIP Multi-Channel Contact Centers for Mid Market in 2010 and Enterprise in 2011

© Avaya Inc All rights reserved.  Initial NGCC release: CC Reporting and Agent Desktop  Avaya CMS: Extend with Avaya Performance Center actionable insights  Avaya Performance Center supports CC Reporting consolidation  Avaya Performance Center, Avaya WFO, NGCC are path forward Today12 Months18-30 Months Avaya Work Force Optimization Performance Solutions Roadmap Avaya Performance Center Avaya IQ NES CC Reporting NES Contact Recording and Quality Monitoring (CRQM) upgrade Avaya Call Management System (CMS) Upgrades and Extend with APC Avaya one-X ® Agent NES CC Agent Desktop (CCAD) NGCC Agent Desktop

© Avaya Inc All rights reserved. Today12 Months18-30 Months Self-Service Roadmap NES Interactive Communications Portal (ICP/SCE) upgrade + Proactive Outreach Customer Experience Portal Avaya Voice Portal (Dialog Designer) Avaya Proactive Contact NES Media Processing Server (MPS) support Extend and transition applications Open Standard Service Creation  New and existing VXML/CCXML based applications run on Voice Portal Voice Portal is path forward  Leveraging ICP, NES Media Application Server (MAS) and Service Creation technology in Voice Portal & Customer Experience Portal  Avaya Voice Portal (Dialog Designer): new Self-Service Applications  Avaya Proactive Contact: new Outbound Dialer systems  Avaya Proactive Outreach Manager: multichannel customer care  Customer Experience Portal: Multichannel Inbound / Outbound  Voice Portal & ICP: Straight-forward upgrade

© Avaya Inc All rights reserved. Helping Enterprises Achieve Business Value  Accelerate business value with comprehensive services to complement Partners – Self Funded Roadmap – Business and Technical Advisory Consulting – Industry and Emerging Technologies – Operations and Support Services Extend Grow Avaya and Partner Services Protect  Embrace all Channel Partners with Avaya Connect  Rapidly train Partners on Avaya Aura ™ Platform and the full Avaya portfolio to Extend and Grow all current systems

© Avaya Inc All rights reserved. Summary and Next Steps Summary Next Steps  Avaya Context Center transforms customer service to consistent and high value customer engagement through unified, real-time persistent context  Innovation in work assignment engine, persistent context session, dynamic self service, and real- time performance insights deliver the vision  Migration paths for all without disrupting existing operational processes  Move ahead on next steps to enhance existing investments  Learn more about Next Gen Context Center  Start detailed discussions with Avaya and partners on transition strategy to NGCC

© Avaya Inc All rights reserved.15 Upcoming CRP Roadmap Webinars  February 4 th Services Portfolio Roadmap 4-5pm EST  February 11 th Data Portfolio Roadmap 4-5pm EST  February 18 th SME Portfolio Roadmap 4-5pm EST

© Avaya Inc All rights reserved. Consultant Relations Program Contact info  Marki Callaway  Ian Mofford  Scott Nagel

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