1. All Rights Reserved © Alcatel-Lucent 2010 1 | Presentation Title | 2010 Charles Lee, Senior Product Marketing Manager Antoine Schnuriger, Mobility Offer Manager October, 2010 Mobilizing the Dynamic Enterprise “There are applications for that...”

2. All Rights Reserved © Alcatel-Lucent 2010 2 | Presentation Title | 2010

3. All Rights Reserved © Alcatel-Lucent 2010 3 | Presentation Title | 2010 Wikipedia commons, picture of the year 2007 SIP core Our solutions: help our customers become Dynamic Enterprises and turn any interaction with mobile user into business opportunities.

4. All Rights Reserved © Alcatel-Lucent 2010 4 | Presentation Title | 2010 Conversation is the New Communication Presence aware Multimedia (voice, text, video) Persistent, carry Context Conference paradigm (can add/remove participants)

5. All Rights Reserved © Alcatel-Lucent 2010 5 | Presentation Title | 2010 Dynamic Mobile Customer Care 1 Do You Mobile Today?

6. All Rights Reserved © Alcatel-Lucent 2010 6 | Presentation Title | 2010 Your Customer Is Mobile Now! Source: ITU, Oct/2009 * - Estimates WW Communication Subscription

7. All Rights Reserved © Alcatel-Lucent 2010 7 | Presentation Title | 2010 Powerful Smartphone = Desktop Internet + More Personal Connected Location Aware Easy Payment Easy Payment

8. All Rights Reserved © Alcatel-Lucent 2010 8 | Presentation Title | 2010 The Customer Conversation: Evolution of G8 CTI Multi-Channel Routing Unified view of customer interactions across multiple channels and over time

9. All Rights Reserved © Alcatel-Lucent 2010 9 | Presentation Title | 2010 Mobile – The Touch Point of Cross-Channel Interactions Mobile +Web Contact Center Back+ Branch Office Work Item CallBack Work Item Payment Specialist Self-Service Distribution SMS/MMS Browse In-Person Social Location

10. All Rights Reserved © Alcatel-Lucent 2010 10 | Presentation Title | 2010 End-to-End Mobile Customer Care  Voice, Call-Back  SMS, MMS  Assisted Service  Location-Based  … Customer Facing Enterprise Connection End-to-End Interactions Mobile Customer Mobile Staff  Mobile Experts  Mobile Sales  Service Request  Mobile Business Managers  … Contact Center

11. All Rights Reserved © Alcatel-Lucent 2010 11 | Presentation Title | 2010 Usability – Convenient and Effective Information Notification Communication Action Mobile User Operation Manager  Call Back Call-Me-Now Call-Me-Later

12. All Rights Reserved © Alcatel-Lucent 2010 12 | Presentation Title | 2010 Business Benefits Shorter and fewer calls to contact center Easy to reach customers anywhere & anytime Reduce customer service saturation in peak hour Penetrate and grow mobile customer base Customer experience & loyalty Up-sale and cross-sale opportunities

13. All Rights Reserved © Alcatel-Lucent 2010 13 | Presentation Title | 2010 Dynamic (mobile) Employee Engagement 2 My Instant Communicator Mobile Edition

14. All Rights Reserved © Alcatel-Lucent 2010 14 | Presentation Title | 2010 Enterprise Mobile Worker Pain Points Make Mobile Users More Productive and More Efficient:  Favorite device is the mobile  Interweaving of professionnal and personnal use CIOs challenges with Mobile Worker  Control (decrease) communication cost  Deploy business apps over Mobile Devices Mobile Device Management

15. All Rights Reserved © Alcatel-Lucent 2010 15 | Presentation Title | 2010 Conversation elements from users and not from the device:  « Unified Call Log » gathers every calls from Mobile, IPTouch, My Instant Communicator Desktop « Who called me? »  Unified Directory Access from any device « Click to call » from my mobile  Visual Voice Voice Mail Access to my mailbox from enterprise voice mail My Instant Communicator Mobile: Unified User Experience User Centricity

16. All Rights Reserved © Alcatel-Lucent 2010 16 | Presentation Title | 2010 My Instant Communicator Mobile: Unified Instant Messaging  Instant Messaging service from Instant Communication Suite (ICS):  Group chat  Telephony and user presence  Device ambiance  IM and presence with any ICS user  My Instant Communicator Mobile  My Instant Communicator PC  My IC Smartphone  Microsoft MOCS users (IM federation) OmniTouch 8400 ICS

17. All Rights Reserved © Alcatel-Lucent 2010 17 | Presentation Title | 2010 Unified User Experience: « Session Persistance » Enterprise flexible office:  «Open space » virtual office Application  Remote and home working Session Persistance: seamlessly moving conversation  From mobile to My IC smartphone Conversation Sab Granhr 00:26 Alcatel-Lucent UK Technical Support Moving call to Office Phone…

18. All Rights Reserved © Alcatel-Lucent 2010 18 | Presentation Title | 2010 Cost Control with «My Instant Communicator for Mobile » Dual mode wifi /cellular enables cost saving  Gains benefits from existing WLAN infrastructure  Seamless cell to wifi handoff leads solution effectiveness  Data from service flow on wifi Flexible call routing policy  Routing policy on a per carrier basis Cellular cost control  Easy to manage Centralized management from ICS environement WLAN Cellular Seamless Smart routing ARS OXE/ICS BICS

19. All Rights Reserved © Alcatel-Lucent 2010 19 | Presentation Title | 2010 Consistent Management: Mobile Device Management, Ecosystem Alcatel-Lucent solution for consistent management  OmniVista NMC  Motive integration (2011) Device Management Ecosystem  BES deployment for MIC for Blackberry MIC is a Blackberry application deployable with Blackberry Enterprise Server  Alcatel-Lucent Alliance Partner Program certified MDM application * © Research In Motion *

20. All Rights Reserved © Alcatel-Lucent 2010 20 | Presentation Title | 2010 « Mobilizing Unified Communication » Deployement Available on most smartphone: Android®, RIM Blackberry ®, Iphone®, Nokia Eseries®, Windows Mobile® 6.x 3 level of service My Cellular Extension: Enterprise grade telephony service My Instant Communicator Mobile: UC services on smartphone Remote Extension: One number service, basic Fixed Mobile Convergence, any mobile device Runs on BICS and OmniPCX Enterprise / ICS  BICS- Mid Sized Enterprise: single server deployment  OmniPCX Enterprise/Omntouch 8400 ICS Coming soon: My IC for IPad

21. All Rights Reserved © Alcatel-Lucent 2010 21 | Presentation Title | 2010 MMH Business Opportunity Key customer needs  Improve global quality of service delivered to the citizen  Improve key users reachability  Decrease cost of ownership  Need to update lookout for a governmental agency  New building, up-to-date services and technology Solution  Instant Communication Suite, dual mode Nokia E Series  OmniPCX Enterprise  OmniSwitch for LAN infrastructure

22. All Rights Reserved © Alcatel-Lucent 2010 22 | Presentation Title | 2010 Key Takeaway: Mobilizing the Dynamic Enterprise Supporting the Dynamic Enterprise with innovative service for mobile users Transforming any interaction with Mobile user in a business opportunity Developping the next generation UC with seamless integration of the mobile client engagement and mobile co worker Wikipedia commons, picture of the year 2007 SIP core

23. All Rights Reserved © Alcatel-Lucent 2010 23 | Presentation Title | 2010 Evaluation of this session A

24. All Rights Reserved © Alcatel-Lucent 2010 24 | Presentation Title | 2010 Evaluation of this session  Please take 2 minutes to fill out the evaluation form, distributed to you by the speaker  Please fill out as title of this presentation: « Mobilizing »  Submit the form when leaving the room or put it in one of the boxes that you find everywhere in the venue THANK YOU

25. All Rights Reserved © Alcatel-Lucent 2010 25 | Presentation Title | 2010 www.alcatel-lucent.com Please Visit Demo Booth