1. © 2011 Avaya Inc. All rights reserved.1 Avaya Professional Services Eddie Jenkins VP Global Offers, Marketing & Channels

2. Avaya Professional Services FY13 Key Imperatives Customer DelightCycle TimesAttach Rate Accelerating growth:  Growth rates exceeding underlying product market growth  Providing measurement of APS relevancy to the market  Supporting Avaya and our channel partners success Reduction in APS quoting and project cycle times:  Providing accurate and timely quoting of APS services  Accelerating the time-to-value for customers  Helping Avaya and partners accelerate time-to-revenue cycle Exceeding expectations in delivering optimal business outcomes:  Continually improving APS delivery execution  Providing product quality feedback to Avaya Product teams  Enabling quality across Avaya’s strategic channel partners (Quality Framework) Focus and Execution towards quantifiable outcomes

3. Execution Towards our Strategy Design Reviews: Mitigates potential risks and hidden issues Network Readiness Assessments: Avoids unnecessary future costs New Product Introductions: Accelerates partner delivery readiness Simplified portfolio improving Attach Rate Enablement Optimization Innovation ProServices Now Sales Portal Implementation quality for Customer Delight Tools to reduce Cycle Times 1 “The Hidden Cost of Technology Failure in the Contact Centre,” Customer Experience Foundation, September 2009 2 http://www.customerservicecrossing.com/article/lcprintarticles.php?printerflag=P&id=460005 http://www.customerservicecrossing.com/article/lcprintarticles.php?printerflag=P&id=460005 3 http://www.customerservicecrossing.com/article/lcprintarticles.php?printerflag=P&id=460005 http://www.customerservicecrossing.com/article/lcprintarticles.php?printerflag=P&id=460005

4. Customer Implementation choices Ease of engagement for partners and customers Direct support for new products, complex and/or transformational deployments Increased partner opportunity for Enablement / greater Avaya investment in Optimization & Innovation Avaya Professional Services Channel Go to Market Strategy  Focused on CSAT & training investments (Quality Framework compliance)  Leverages next generation tools  Engagement with Avaya for NPI, higher risk & complex transformational programs Managing Conflict Routes to Market Benefits From APS Partnership  Improved partner incentives and margin  Competitive advantage and differentiation through custom offer packaging  Expansion into mid-market with Professional Services  Improved sales communication and interlock  Clearer path to implementation escalation and resolution  Clearer articulation of respective market space Characteristics of a “Great Partner”  Leveraged distributors (for Authorized thru Gold, Tier 2)  Use of Avaya resources (for Platinum, Volume Commit, Tier 1)