© 2009 Avaya Inc. All rights reserved. Introduction to IP Office Customer Call Reporter Peter A. Kratzel 5 June 2009

© 2009 Avaya Inc. All rights reserved. Costs of Poor Customer Service*  Typical Company receives 65% of its Business from Existing Customers  7 out of 10 Customers who Switch to a Competitor do so because of Poor Service  A 5% reduction in the customer deflection rate can increase profits by 25% to 80%  Satisfying and retaining current customers is 3 to 10 times cheaper than acquiring new customers 2 *Source: Return on Behavior Magazine

© 2009 Avaya Inc. All rights reserved. Does Your Business Know…  How long does a caller have to wait before they are answered?  How many callers hang up in frustration before they are answered?  How many calls do your staff handle?  How often do customers get transferred from department to department? 3

© 2009 Avaya Inc. All rights reserved. 4 Customer Call Reporter (CCR) Summary  Track & measure customer service and agent productivity levels with: IP Office = Built-in ACD functionality Customer Call Reporter = real-time & historic reporting IP Office + CCR = Improved Customer Service  Customer Call Reporter delivers: – Simple & Intuitive Reporting – Minimum User Training Required – Browser/Thin Client Architecture – Reduced Set Up Costs – Single Server with IP Office Messaging Server  Best suited to Small Businesses <30 Agents Can support up to 150 agents, 30 supervisors and one administrator Improved Customer Service

© 2009 Avaya Inc. All rights reserved. Customer Call Reporter Product Overview 5

© 2009 Avaya Inc. All rights reserved. Supervisor Client Browser 6 Historical Reporting Tab Alarms Customized Statistics Supervisor “Views”

© 2009 Avaya Inc. All rights reserved. Supervisor Views  Up to 3 Customized Views – Each view can be summarized in reporting Historical and Real-Time – Security of information Administrator allocates which supervisor can view which group Similarly supervisor can choose which agent has access to each view for added security  Example – Hunt Groups 101, 105, 110 are “General Sales, Widget Sales, Widget Support” – Views allow Supervisor to compare General Sales to Widget Support 7

© 2009 Avaya Inc. All rights reserved. Agent Browser Interface 8  Agents have 3 views as defined by Supervisor – Need to know basis/security  Alarm “Ticker” provides status to agents – Intuitive alarm presentation to show status quickly and easily

© 2009 Avaya Inc. All rights reserved. Historical Reporting 9  Drag & Drop Report Templates – Six templates available Call details, call summary, agent summary, trace, alarm, voic Create >80 distinct reports  Save Report for Future Use – No need to re-enter same data over and over, saves time – Export to PDF, Excel, Word – Schedule delivery  Database schema provided for custom applications

© 2009 Avaya Inc. All rights reserved. Alarm Settings 10  Warning & Alarm to Supervisor  Alarm Statistics – Answered Calls – Average Speed of Answer (ASA) % – ASA time – Calls Waiting – Agent State & Time in State (System & Group) – Grade of Service – Lost Calls – New Messages – Outbound Calls – Overflowed Calls – Refused Calls

© 2009 Avaya Inc. All rights reserved. Benefits of Customer Call Reporter 11

© 2009 Avaya Inc. All rights reserved. Business Benefits of Customer Call Reporter  Improved Customer Service – Measure Quality of Service – Efficient Management of Agents  Lower Total Cost Ownership – Set up costs reduced – Supports multi-language operations – Customizable Real Time Screens  Powerful, Yet Simple Reporting – Create reports from templates – Save or Schedule reports for future use – Filter reports on what YOU want to see 12

© 2009 Avaya Inc. All rights reserved. Increased ROI and reduced TCO with CCR  Installation Time compared with Traditional Contact Center – Total Installation cost SAVINGS = $2400 per site  CCR ease of use and online help means lower training costs – Training time for CCR is half of traditional contact center  Finally lower ongoing maintenance costs, reduced TCO – Browser-based architecture means only server requires upgrading 13 Supervisor client softwareAgent client software Typical number of client per site 3 supervisors20 agents Install time2 hours30 minutes Labour rate$150 Savings$900$1500

© 2009 Avaya Inc. All rights reserved. Specifications & Pricing 14

© 2009 Avaya Inc. All rights reserved. 15 Customer Call Reporter Technical Requirements  Server Platform Requirements – Pentium Dual 945 core – AMD Athlon – 2GB RAM and 30 GB free hard disk space Customer Call Reporter server can co-reside with Voic Pro up to 16 ports  Server Software Requirements – Microsoft Windows 2003 Server SP2 or R2 – Microsoft Windows Small Business Server SP2 or R2 – Microsoft SQL 2005 Express  Client Software Requirements – Microsoft IE, version 7.0 and above – Mozilla Firefox, version 3.0 and above – Apple Safari, version 2.0 and above

© 2009 Avaya Inc. All rights reserved. Customer Call Reporter Pricing Structure IPO CUSTMR CALL REPORTER 1AGT LIC $ IPO CUSTMR CALL REPORTER 5AGT LIC $ IPO CUSTMR CALL REPORTER 10AGT LIC $ IPO CUSTMR CALL REPORTER 20AGT LIC $ IPO CUSTMR CALL REPORTER 50AGT LIC $ IPO CUSTMR CALL REPORTER 1SPV LIC $ IPO CUSTMR CALL REPORTER 10SPV LIC $ IPO CUSTMR CALL REPORTER 20SPV LIC $ IPO CUSTMR CALL REPORTER UPG LIC $2325

© 2009 Avaya Inc. All rights reserved. Customer Call Reporter vs. The Competition Per Seat Agent Pricing  CCR ~15% less than a similar sized CCC in ALL size ranges  Well placed against all top competitors – ShoreTel – Nortel  Combined with ease of use makes for a very compelling offer 17

© 2009 Avaya Inc. All rights reserved. CCC Migration Strategy 18

© 2009 Avaya Inc. All rights reserved. Customer Call Reporter Is …  Not a new version of Compact Contact Center  It is a brand new product  It provides real time data simplified – Gives users “single screen” access Real-time, historical and alarm info -- all from one browser window  Agent browser is built into the CCR agent license – No separate PC Wallboard license 19

© 2009 Avaya Inc. All rights reserved. Product Comparison, Differentiators 20 FeatureIP Office Compact Contact Center (CCC)IP Office Customer Call Reporter (CCR) Architecture Client/ServerThin Client/Server Customer Service Environment FormalInformal Sweet Spot 2-75 agents< 30 agents Supervisor capacity 21 maximum30 Agents capacity 75 maximum150 Real time screens 18Up to 3 Views Real time graphs By Group/AgentUp to 3 Views Each Queue displays 10 statistics Reporting period 24 hours Historical data Hard disk dependant Pre-defined reports 736 Templates, Create > 80 unique reports Ad-Hoc reports Scheduled reports YYYY YYYY Call Center View Included Report Manager IncludedNot Applicable Report Designer OptionalSQL Data schema via DevConnect Wallboard Manager IncludedNo Remote Management Via Remote Access PC Wallboards 1 included; OptionalNo, use built in agent view in v1 Fixed Wallboards OptionalNot Supported Monitor Multi-Site NFuture

© 2009 Avaya Inc. All rights reserved. 21 Migration Plan: From CCC to CCR  Customer only needs to purchase one license to upgrade – One time fee will convert ALL CCC licenses to Customer Call Reporter (CCR) Includes all supervisors and agents – Customer Call Reporter Upgrade: $2,325 List Price 75% of initial investment is preserved  IP Office will only support either Customer Call Reporter OR Compact Contact Center, not both  CCC Lifespan – CCC will continue to be sold alongside CCR – New development/features will focus on Customer Call Reporter (CCR)

© 2009 Avaya Inc. All rights reserved. Customer Call Reporter Roadmap 22

© 2009 Avaya Inc. All rights reserved. CCR Roadmap*  2010 – Multi-Site Support – Additional PC Wallboard/Agent Features  Future – Force State (one-X Portal for IPO) – Additional Report Breakdowns – Monitor DID Info in Real Time – Callback Requests – Outbound Campaigns – SMS 23 *All Features are planned for implementation based on market feedback, Avaya reserves the right to change feature content based upon customer requests without prior notice

© 2009 Avaya Inc. All rights reserved. thank you Peter A. Kratzel