Copyright© 2003 Avaya Inc. All rights reserved Transforming the Contact Center Speed, Simplicity, Evolution, Growth For use by Analyst Not to be Distributed

Copyright© 2003 Avaya Inc. All rights reserved

Transforming the Contact CenterTransforming the Contact Center Speed, Simplicity, Evolution, GrowthSpeed, Simplicity, Evolution, Growth

For use by AnalystNot to be Distributed

Ted BrayDirector

Self Service Product Management

Laura Disciullo Director

ECAD Product Management

NDA until Announcement

August 2004

2Copyright © 2003 Avaya Inc. All rights reserved

What’s New in Avaya Contact Center SolutionsWhat’s New in Avaya Contact Center Solutions

Speed, Simplicity, Evolution, GrowthSpeed, Simplicity, Evolution, Growth• Individualized call routing

Advanced Segmentation Routing uses integrated, data-driven workflows to improve personalization effectiveness; first step to contact center migration for installed base

• Mid-sized IP contact center solution

Affordable, fast-to-deploy multichannel Contact Center Express extending enterprise class routing and resiliency to the mid market

• Open Standards Speech Application Tools

Combines modular toolkit and pre-built “best practices” component library to speed integration and deployment

• Advanced IP call recording Simple, software-based, lower-cost call recording on demand

• New options for outsourcing contact center management• Implementation, integration, management, maintenance, daily optimization


The Avaya Communications ArchitectureThe Avaya Communications ArchitectureReduce Costs, Lower Risk, Grow RevenuesReduce Costs, Lower Risk, Grow Revenues

Security &

Business C

ontinuity Services

Convergence S

ervices

Imp

leme

ntatio

n & Integration

Se

rvices

Netw

ork & A

pplications Co

nsulting Services

Maintenance S

ervices

Managed

Service

s

Gateways

Smart Devices

Avaya MultiVantage™Communications Applications

Telephony Contact Center Messaging

Communication Services

Servers

Appl

icatio

n De

velo

pmen

t

Syst

em &

Net

work

Man

agem

ent

Unified Access

Converged Infrastructure

Unified Communication

Network Infrastructure

User Agents

Business Applications

© 2003 Avaya Inc


• Driving forward enterprise call center leadership – To provide leadership in real-time contact management

applications

– To extend enterprise class capabilities to mid market

• Building a foundation for flexibility– Quality and simplicity

– Common code and processes

– Integrated, standards-based – IP, SIP, J2EE, web services

– Modularized for migration through easy steps: path, pace, choice

• Increasing the value and efficiency of business communication

Avaya MultiVantage Communications Applications StrategyAvaya MultiVantage Communications Applications Strategy Delivering New Value To CustomersDelivering New Value To Customers

Simplifying the Path to Seamless Simplifying the Path to Seamless IP-enabled Business CommunicationsIP-enabled Business Communications


Framework for Distributed, Integrated Framework for Distributed, Integrated Communications ApplicationsCommunications Applications

• Converged communications applications that enrich relationships, lower costs, increase services velocity

• Establishing communications middleware

– To address industry-wide high-cost, fragmented applications architecture

• Faster deployment of robust, integrated services – Pre-built modules for CTI, SIP, routing, notification, collaboration,

speech

• Common routing engine or other core communication services

– To deploy services like proactive contact

• Easy communications enablement of enterprise applications – Common APIs, expertise from Avaya, ISVs, and BusinessPartners


Typical Enterprise Communication Applications Typical Enterprise Communication Applications Isolated and FragmentedIsolated and Fragmented

Disaggregated Point Solutions = Higher Total Cost of Ownership, Disaggregated Point Solutions = Higher Total Cost of Ownership, Lower Business Productivity, Higher Customer DissatisfactionLower Business Productivity, Higher Customer Dissatisfaction

Disaggregated Point Solutions = Higher Total Cost of Ownership, Disaggregated Point Solutions = Higher Total Cost of Ownership, Lower Business Productivity, Higher Customer DissatisfactionLower Business Productivity, Higher Customer Dissatisfaction

Inbound ACD Voice

Quality Monitoring and

Recording

Management andAdministration

CRM Applications

Reporting

OutboundDialer


Recording


CRM Applications

Reporting

IVR & SpeechApplications


Recording


CRM Applications

Reporting

E-Mail


Recording


CRM Applications

Reporting

Web


Recording


CRM Applications

Reporting

Messaging


Reporting

Contact CenterContact Center


The Avaya MultiVantage Communication The Avaya MultiVantage Communication Applications VisionApplications Vision

Contact Center

Enterprise ManagerOffice

WorkerRemoteAgents

Branch Agents

Resident Expert

Management andAdministration Reporting

Common Business Rules

Common Service Levels

Avaya CallCenter

Avaya Interaction

Center E-Mail

Avaya InteractionCenter Web

Avaya Interactive ResponseAvaya

OutboundDialer

SiebelPeopleSoft

SAPAvaya Quality & Call

Recording

Avaya ModularMessaging

Avaya Workforce Management

Modular, Open Communications Solutions = Lower Total Cost of Modular, Open Communications Solutions = Lower Total Cost of Ownership, Higher Productivity, Improve Customer SatisfactionOwnership, Higher Productivity, Improve Customer Satisfaction

Modular, Open Communications Solutions = Lower Total Cost of Modular, Open Communications Solutions = Lower Total Cost of Ownership, Higher Productivity, Improve Customer SatisfactionOwnership, Higher Productivity, Improve Customer Satisfaction


Integrating Avaya contact center expertise into a single, modular, open suite

Integrating Avaya contact center expertise into a single, modular, open suite

Contact Center Solutions Approach

Avaya Customer Interaction Suite

• Modular Scalable, cost-effective choices

• Open Integrates with leading business applications, communication platforms

• Distributed Flattens, consolidates, connects locations with Avaya IP Telephony

• Integrated Common applications simplify migration, deployment, management


What’s New in Contact Management

Avaya Call Center - Advanced Segmentation Improves Delivery of Individualized Service• Individualized call routing uses packaged

workflows and real-time data queries to define value, context, relationship

• First simple step towards communications- enabling business process

• Increases contact center effectiveness and personalization

• Boosts customer satisfaction driving greater lifetime value

• Leverages full benefits of Avaya Call Center, CMS, and Communication Manager

• Complements Service Level Maximizer, Business Advocate routing solutions

• Based on patented carrier-class routing technologies designed by Avaya Labs

•Adding cost-effective CTI-like functionality for ~$125/agent •GLOBALLY AVAILABLE NOW


What’s New for the Mid-Market

Avaya Contact Center Express – Enterprise Class at Mid-Market Simplicity, Price

• Robust solution enriches customer experience, increases agent efficiency

• Customer installable, easy-to-maintain, easy-to-support multichannel solution

• Leverages sophisticated Avaya routing capabilities without complexity, cost

• Simple multichannel management using Avaya Call Management System

• Scalable solution for up to 150 agents on Avaya Communication Manager

Outbound

Email

Web Chat

Voice

CCE Media

Director

Work ItemRequests

Work Item Routed to Agent

Avaya Communication

Manager

Media Routed to Agent Desktop

•Full featured mid-sized enterprise contact center capabilities starting at

$425 per user•GLOBALLY AVAILABLE July 2004


What’s New in Self Service

Avaya Speech Applications Builder – Rapid Speech Self Service Creation, Integration

• Addresses need for lower-cost, faster-to-deploy speech self service

• Component-based architecture speeds development, testing, deployment

• Pre-built component library captures best practices in speech design

• Customer Interaction Suite integration lowers costs, time to market up to 40%

• Easy deployment of VoiceXML and IP applications on Interactive Response

• Improves manageability with detailed reporting, recording, logging

•Bringing best business practices to speech routing beginning at $565 per port

•GLOBALLY AVAILABLE NOW


What’s New in Call Recording

Secure, Software-Based IP Call Recording – Improves Enterprise Operations Effectiveness• Cost-effective, on-demand call

recording for enterprise agents and employees

• Helps address enterprise security and regulatory compliance requirements

• Improves effectiveness by optimizing enterprise processes – from claims adjustment to media script reviews

• Simple IP recording and retrieval using Witness ContactStore, Witness Quality

• First Avaya application to leverage Avaya Communication Manager API

•Why IP telephony applications? -- driving data-driven call recording applications into the enterprise for approximately $1450 per seat

•GLOBALLY AVAILABLE NOW


Growing Base of New Customers

UpSource extends Avaya call center with Contact Center Contact Center ExpressExpress to grow revenues from email, outbound services

• Seeking affordable, self deployable, flexible contact center migration • Leverages existing business logic and Avaya Call Center infrastructure• Targeting one week installation and implementation

Barclays adopts Speech Applications BuilderSpeech Applications Builder approach to rapidly address explosive customer growth

• Invested in speech to increase services accessibility, improve closure rates• Three applications designed, tested, and deployed within 6 months;

Identity verification, transaction and bill payment, account history lookup

Fanuc Robotics improves transaction velocity and services personalization with Advanced SegmentationAdvanced Segmentation

• Individualizes customer routing with real-time query of PeopleSoft CRM, RMA, account, and case history data

• Targeting reduction in average call handling time and improved customer satisfaction

NuSkin deploys Avaya IP Call RecordingAvaya IP Call Recording to simplify business operations, improve customer experience

• Moved from a sporadic, fragmented solution to a single, consistent call recording practice for entire business

ON NDAON NDA


Avaya Global ServicesAvaya Global Services

Complete Global ServicesComplete Global Services

• Global multivendor communications solutions expertise

• Strategic consultation, integration, implementation, maintenance

• Complex integrations of Avaya Communications Architecture

• Client’s choice of networks, platforms, applications

• New contact center services outsourcing delivery models

Leveraging Avaya to implement, integrate, manage, maintain, and optimize communications solutions.Leveraging Avaya to implement, integrate, manage, maintain, and optimize communications solutions.


Avaya Global Services

Contact Center Technology Outsourcing SolutionContact Center Technology Outsourcing Solution

• Turn-key solution for contact center infrastructure- implementation, integration, management, maintenance, daily optimization

• Avaya assumes operational and managerial Control - of a customer’s contact center and back office technology, infrastructure and applications.

• Single point of contact - for management, maintenance and ongoing implementations

• Comprehensive set of services - including program management and consulting (professional services)

• Management of contact center networks & infrastructure components - including applications and 3rd party vendors

• Full managed services

• Clear Service Level Agreements

• A single, monthly, per-seat price for all services and products provided.

• Price is guaranteed - based on scope of contract regardless of hours or volume of transactions.


Customer Interaction Suite RoadmapCustomer Interaction Suite Roadmap

Future2005Today• Customer Interaction Suite

• Simplified pricing/packaging• Mid-market solutions

• Contact Management• Generalized Business Advocate:

multivendor, multilocation, ACD-independent

• Advanced Segmentation• Network pre-route solution

• Self Service• Increased speech scalability• Software-only model• Internationalization• Speech application design

environment• Proactive Contact

• PG230 Proactive Contact Gateway• Regulatory compliance

• Operational Excellence• Increased capacities• Greatly enhanced real-time• Simpler call recording interfaces

leveraging IP• Agent Performance solutions

• Customer Interaction Suite• Additional mid-market solutions• Tighter integration of separate

products into single software suite• Contact Management

• Thin client interface• Web Server Support (ex: WebSphere)• MultiVantage Application API for CTI• License portability

• Self Service• VoiceXML development tools• Basic Data Access Web Services• SIP capabilities• Natural language call routing

application• Proactive Contact

• Single Outbound solution• Notification services• Express solution for mid-market• Linux support

• Operational Excellence• Common reporting platform• Linux & Microsoft platform support for

reporting• Increased distributed site support

• Contact Management• SIP capabilities• Platform upgrades and further

multivendor integration• Hosted CRM solution enhancements• Common administration

improvements• Vertical market solutions• Expanded knowledge management

• Self Service• Additional vertical applications• Enhancements to redundancy and

failover• Broader commonality of self service

across media• Proactive Contact

• SIP Service• Multi-channel campaign

management• Channel support for SMS & IM• Outbound proactive applications

• Operational Excellence• Reporting platform consolidation

enhancements


Transforming the Contact CenterTransforming the Contact Center Speed, Simplicity, Evolution, GrowthSpeed, Simplicity, Evolution, Growth

• Avaya Applications Strategy Continued evolution toward simplifying delivery of seamless, IP-enabled enterprise communications

• Call Center Advanced Segmentation A simple first step towards communications enablement and individualized service

• Contact Center Express Complete, simple-to-deploy enterprise class IP contact center solution at a mid-market price

• Speech Applications Builder VoiceXML-based tools and “best practices” component library speed integration and lower cost

• Advanced Call Recording Secure, affordable IP call recording on demand for agents and employees

Copyright© 2003 Avaya Inc. All rights reserved

BackupBackup


Avaya Competitive ViewA Complete Customer Interaction Management SolutionA Complete Customer Interaction Management Solution

Sources: (1) “N.A. Contact Center Infrastructure Magic Quadrant, 2003”, Gartner, Inc, Bern Elliot, Drew Kraus, 17 June 2003 (2) “Customer Interaction Suites,” MetaGroup, Larry Velez. December 2003 (3), “Predictive Dialing, Regulatory Requirements: Roadmap to Compliance,” McGee-Smith Analytics, June 2003 (4) Avaya survey conducted Sep-Oct 2003.

3 41 2 5Worst Best

COMPETITIVE RATING

ACD G NCCTI GN C

Speech and IVR

G NC

Agent Performance Management

G NCMultivendor

SupportGN C

Reporting and

AnalyticsGN C

SI Partnerships

and Integration

GNCIntegration with

Best of Breed Third Party

GNC

Network Routing GN C

Proactive Contact Regulatory Compliance

GN C

Universal Queuing N C G

OperationalEffectiveness

Self Service, Proactive Contact

Contact Management

Enterprise Integration

IP Contact Centers G N CEmail, Web Integration

N C G

AA

A

AA

A

AA

A

A

A

AA

Legend

CA

GN

AVAYA

CISCO

GENESYS

NORTEL


Avaya Competitive ViewMid-Market Contact Center SolutionsMid-Market Contact Center Solutions

Sources: (1) “North America Call Center Market Shares and Forecast, 1997-2007”, Drew Kraus, Gartner Group, July 2004, (2) “Call and Contact Centers: Comparison Columns,” Rich Costello, Gartner June 2004, (3) “Customer Interaction Suites”, Larry Velez. MetaGroup, December 2003, (4) “Predictive Dialing, Regulatory Requirements: Roadmap to Compliance”, McGee-Smith Analytics, June 2003, (5) Avaya survey conducted Sep-Oct 2003,

3 41 2 5Worst Best

COMPETITIVE RATING

ACD G NCCTI GN C

Self Service G NC

Desktop Clients GNCPrice G NC

Reporting G NC

Ease of Deployment G NC

Ongoing Support and Maintenance G NC

Multisite Routing GN

Outbound Dialing GNC

Universal Queuing

NC G

OperationalEffectiveness

Self Service, Proactive Contact

Contact Management

Total CostOf Ownership

IP Contact Centers G N CEmail, Web Integration NC G

A

A

AA

A

AA

A

A

A

AA

AII

II

IC I

II

II

II

I


Avaya Customer Interaction Suite Avaya Customer Interaction Suite Solution Capability Product

Contact ManagementIntelligent management, routing, and

personalization improve efficiency and service consistency regardless of channel, location or

enterprise infrastructure.

Call CenterCall Center 2.1 IP Agent 5

Contact CenterLarge Enterprise: Interaction Center 6.1.3Mid-Sized Enterprise: Contact Center Express 2.0

CTI SolutionsComputer Telephony 1.3Active Telephony 5Voice Quick Start 6.1.3

Enterprise Routing

Efficiency: Service Level MaximizerEffectiveness: Advanced SegmentationPredictive: Business AdvocateMulti-location: Network Routing 2.0 Virtual Routing

Self ServiceIntegrated voice and speech automation

enhances customer satisfaction and reduces cost of service.

Interactive ResponseInteractive Response 1.2.1

Speech Application Builder 1.0

NLSR, VoiceXML (ScanSoft, Nuance)

Web, Email Interaction Center 6.1.3 Email and Web (Self Help Knowledge Base, Email Natural Language Content Analysis and Response)

Proactive ContactIntegrated outbound management and predictive dialing build stronger relationships, reduce costs,

improve profitability.

Outbound ManagementPredictive Dialing System 12 SP4PG230 Proactive Contact Gateway

Operational EffectivenessCommon reporting, analytics, and agent

performance tools improve decision making, operations efficiency, and effectiveness.

Reporting and AnalyticsCall Management System 12BCMR Desktop 2.4Operational Analyst 6.1.3

Agent PerformanceCall Recording/Quality Monitoring (NICE, Witness, Verint)Workforce Management Applications (Blue Pumpkin)


Avaya Contact Center Portfolio – Avaya Contact Center Portfolio – The Right Solution For Any NeedThe Right Solution For Any Need

IP Office Compact Contact Center

Contact Center Express

Interaction Center

Informal Contact Center “Agent Efficiency” Contact Center

“Customer Effectiveness” Contact Center

Route a contact to any agent

Route a contact to the right agent

Route a contact to the right agent with context and history

IP Office switch fabric Avaya Communication Manager switch fabrics

only

Enterprise switching fabrics from Avaya, Nortel, Aspect, Ericsson

From 5 to 75 agents Target 50-100 concurrent agents (max. 150)

Large enterprise, multinational, Multisite, thousands of

concurrent agents


Speech Applications Builder

Preliminary Results: Greater Service Automation, Preliminary Results: Greater Service Automation, Faster Time to Market, Lower Development CostsFaster Time to Market, Lower Development Costs

Approach Type and Number of Services Deployed

Time to Market Development Time/Cost Savings

Customer #1 SAB Approach

1. Identification and verification

2. Balance and transaction information

3. Transfer and payments

3 applications deployed in 6 months

1. Average 40% Reduction - VUI Development, Testing, Deployment

2. Average 68% Reduction: Application Scope, Application Build

3. Other Stages Moderately Impacted - Testing, Integration, Reusability

Customer #2 Custom Approach

Credit card authorization One application deployed in 12 months

Person Weeks

5

5

4

4

2

3

1

5

6

17

3

4

6

6

1

3

0 5 10 15 20 25 30 35 40 45 50

#1SAB

Approach

#2Custom

Approach

Project Management

Solution Design

VUI Development

Application Scope

Application Build

Testing

Integration

Deployment

~20 Weeks~20 Weeks


What’s New in Interactive ResponseWhat’s New in Interactive Response

Expanded Languages, International VoiceXML, Expanded Languages, International VoiceXML, Simpler IntegrationSimpler Integration

• International VoiceXML support for multiple concurrent languages

• Available in 28 ASR/TTS languages• Double byte language support, Dial Pulse

Recognition, R2MFC Collect Call Blockage • New cost effective, scalable Sun Fire V240 with

simple per port pricing• Flexible deployment - run software on any

standard Solaris server, co-resident IP/T1/E1 • Speeds integration with Avaya Customer

Interaction Suite Contact Center, Interaction Center, Predictive Dialer capabilities

• Choice of application development and deployment: Script, C, VoiceXML, IVR Designer, Speech Applications Builder

Recognizer 8.0, 8.5Vocalizer TTS 2.0, 3.0Verifier 3.5

OpenSpeech Recognizer 1.1.4, 2.0Speechify TTS 1.0, 2.0, 2.1, 3.0 RealSpeak 3.5Speech Secure, DialogModulesOpenSpeech DialogModules

Avaya Promoting MemberAvaya Promoting Member

Documents

Copyright© 2003 Avaya Inc. All rights reserved Transforming the Contact Center Speed, Simplicity, Evolution, Growth For use by Analyst Not to be Distributed