1 © 2008 avaya inc. all rights reserved. avaya intelligent branch solutions insert presenter name

1© 2008 Avaya Inc. All rights reserved.

Avaya Intelligent Branch SolutionsAvaya Intelligent Branch Solutions

Insert Presenter Name

© 2008 Avaya Inc. All rights reserved. Session Number - 2

Agenda

Avaya Intelligent Branch Solutions

Branch Challenges1

2

Benefits 3

Next Step4


Branches

91% of employees work in branches and outside of HQ*

Almost 4 million branches operate globally

The number of branches are growing 11% in 2007*

Branches are where your customers interact

*Nemertes Research: Building the Successful Virtual Workplace:F E B R U A R Y 2 0 0 7 Branch Office Challenges & Innovation

“The two greatest pressures organizations currently face are the continued need to have timely and high-quality responsiveness to customer needs, as well as managing a decentralized workforce.” Aberdeen Group, 2007


Typical Disparate Branch Communications

End-user experience not matched with needs

Lack of visibility into customer contact patterns at the branch

Lack of access to support staff and resources

Capabilities reflect sites’ size, not importance

Communication not leveraged across sites

Local purchasing and acquisitions results in disparate equipment

Difficult to Manage

High location turnover

HQ

Satellite

District Manager

Medium

KioskSmall

Virtual Large


Improve Customer Service

Multi-Channel Experience

In-Branch: “At your service”, Answer my questions

Calling Branch: Inventory Availability: “Fill my need”

Self Service

Quick to deploy

Reporting/analytics and management centralized, flexible

Unified communications at the branch for increased productivity

Common end-user experience

Convert calls into revenue

Best customer service

Future proof architecture

Easy to deploy

WAN upgrade

Bandwidth optimization

Easy management

Secure platform

Highly scalable

Deploy applications centrally

Lower OPEX and CAPEX

Branch Ops/LOB

Imperatives

Customers

Desires/Wants

IT

Imperatives

Branch Needs

Enhance Customer Experience and

Loyalty

Improve Operational Visibility, Workforce

Productivity

Decrease Communications

Costs


Introducing Avaya Intelligent Branch SolutionsExtending Customer Service to the Branch

LOB

IT

Extend value to branches of all sizes and needs.

Different deployment models to match any architecture need

Centralized

Distributed

Extended

Feature-rich VoIP solutions with enterprise connectivity experience across Branch, HQ and Contact Center.

Easy to deploy, scale and manage.


Campus, Call Center and Branch Offices driven from the Core

Richest user features

Consolidate Call Control

Centralized Management

Centralized Features/Apps

Call Center Connectivity

Business Continuity

Central & Distributed Media Processing

Common Dial Plan

H.323, H.248

G-Series or IG550 Gateways

G-Series or IG550 Gateways

Connecting, & Simplifying Your

Enterprise

Avaya Centralized Architecture


What About Other Remote Branches?Standalone Key Systems and PBXs at the Edge = Isolated Islands

Key System

SmallPBX

Customer facing branches

Different end user needs

Cost sensitive

Sometimes WAN connectivity is limited

Consistent approach to features and dial plan

Typical attributes at the edge

HQ


Avaya Distributed Branch SolutionsEnhance the edge of your network, connect to the Core

Call processing at the edge

Does NOT require voice-ready WAN day 1

Easy to deploy and scale large

SIP based Key/PBX replacements

Centralized Branch Management

Connected to the core over WAN

Centralized Applications extended via SIP

Distributed SIP ArchitectureDistributed

OfficeDistributed

Office

SIP, SOA

CM 5.0 S8300Gxxx

CM 5.0 S8300Gxxx


Avaya Extended ArchitectureThe Best of Centralized and Distributed Architectures

Applications extended tothe Edge

Manageable for Low TCO

Secure and Scalable

Delivering Transformational Value

Applications extended tothe Edge

Manageable for Low TCO

Secure and Scalable

Delivering Transformational Value

Enterprise “Ready to Serve”Superior Manageability

Rapid Application Deployment

Superior Scalability

Inherently Reliable

Limited WAN dependency

Extended


Avaya Extended Branch SolutionThe Best of Centralized and Distributed Architectures

DistributedOffice

DistributedOffice

SIP, IMS,

SOA, XML Extending Features and Applications from the

Core

Connects to both Distributed or Centralized solutions

Integrated Management

Central & Distributed Media Processing

Coming Soon

Creation of Common Services Across Applications

Large Scale SIP Routing

Rich Applications Extended “On-demand”

Communication Enabled Business Process linkages at All Sites

Best Architecture Practices from IMS

DistributedOffice

DistributedOffice

G-Series & IG550 Gateways

G-Series & IG550 Gateways

CM 5.0 S8300Gxxx

CM 5.0 S8300Gxxx


G350 Media Gateway

G250 Media Gateway

G450 Media GatewayJ-4350 & J-6350

J-2350

J-2320i120 Distributed Office

i40 Distributed Office

Distributed Distributed or Centralized Centralized

Communication Manager

Distributed Office

Integrated Management

SIP Enablement Services

Intelligent Branch Solutions

Branch

HQ

Applications


Make Branch Workers Highly Productiveand Better Able to Serve Customers

Regional Office At the Branch On the Road Home

DesktopClient

Integration

DesktopExtendedto RemoteLocation

Mobile ClientsWireless Devices Speech

Access“One BusinessNumber”

Voicemail& E-mail

DesktopIP Phone for

every worker type



Improve customer service by optimizing branch worker effectiveness

Maximize revenue potential across all customer contact leveraging experts across the enterprise

Increase business agility, lower costs and thrive in economic slowdown


Basic

Unified Communications for Branch WorkforceMatching capabilities to roles

Transactional

Executive

Low High

Adoption Rate of New Technology

WorkforceRole

Functionalists

CubeCaptain

s

Nomads

GlobalCollaborator

s

Technologists

Mainstream Strategic


PSTN

WAN

Gateways

Data Center or Virtual Contact

Center

Stores

District ManagerMobility

Centralized ManagementScalabilityReliabilitySecurity

Branches & Stores leverage central applications, resources, Contact Centers and each other

Consistent user experience and capabilitiesTransparent extension to mobile workers

Workforce Productivity

Virtual Enterprise

BusinessProcesses

Customer Service

Connect the Enterprise


Increase Revenue by Leveraging all Company Resources

Consistent user experience, leveraging centralized applications

Intelligent, targeted/segmented routing

Contact Center

Centralized IVR, Messaging

Route toany agent with caller’s context

Access to experts with caller context

Retail Stores &Branch

Broadband

IP WAN

800/PSTN

Walk-in customers leverage in-branch/store and remote SMEs via:• Kiosks• IP Phones

Employees leverage:

• IP Phones with key-hybrid features• Mobile Devices


Partnering to Help Enterprise Meet their Challenges

Avaya DevConnect Program enables highly-effective and repeatable solutions

Avaya DevConnect Program enables highly-effective and repeatable solutions


Lowering Branch Total Cost of OwnershipStreamlining Branch Implementation and Management

Easily scales as enterprises add more branches to the network

Intuitive centralized management for efficient support and mass changes, i.e. auto-attendant store hours

Reporting branch activity measuring and improving

Flexible deployment templates to ensure quick and accurate store installation

Key system phone interface reduces the need for associate training

Low TCOLow TCOProductivityProductivityAdvantageAdvantage


Avaya Delivers Lowest Total Cost of OwnershipAvaya has the lowest 5-year TCO of the “big three” according to a 2007 Nemertes Research study

Nemertes Research: 2007The Business Case for Voice Over IPWhat do large VOIP rollouts truly cost and how do vendors compare?

Midsize Company example: deployed 2,000 IP phones to 30 locations over five years, comparing Avaya, Cisco and Nortel

Large company example: deployed 120,000 phones to 2,230

locations over fiveyears, comparing Avaya, Cisco,

and Nortel



40% savings in administrative costs

35% reduction in telephony fees across locations

20% reduction in software maintenance spend

30% better end user productivity

Source: Forrester Consulting: The Total Economic Impact™ of Avaya IP Telephony Solutions Within a Branch Environment. March 31, 2007



• Reduced operating costs

• Hiring and retention

• Environmental / Business Continuity

• Streamline IT operations

• Web based communications for rapid deployment and management

• Integrated phone and VPN reduce hardware requirements (and cost)

• Professional services

Benefits

Differentiators

• Delivers a headquarters communication experience employees working from home, lowering costs while enabling a more productive workforce

Includes

• UC Standard Edition

• Professional Services

• Video / Phone options

• Validated configurations in ASD

• End to end testing with partners

OverviewInstall in less than 30 minutes

Changes take minutes instead of months across 100s of branches

using centralized management

Complete Intelligent Branch solutions as little as $500 per user

(Avaya List Price)


Services Can Help You Derive Maximum Value from Intelligent Communications

Val

ue

fro

m T

ech

no

log

y

Time

ValueGap

Communication Technology Value

Maximization

Rate at Which Companies TraditionallyLeverage New Communication Technology

Get the most outof new technologies

To maximize the value, these questions must be answered:

Who can help me get there with minimal risk and disruption to my business?

How should I implement the new technologies to stay ahead of the market?

Based on my business imperatives, how can I best take advantage of new technologies?


Avaya Global Services - Services Continuum

Migration and management of complex environments

Gain operational efficiencies and simplicity

Maximize Uptime in “Day 2”Maximize Uptime in “Day 2”

ManageManage

PlanPlan DesignDesignIntegrateIntegrate

Setting You Up For SuccessSetting You Up For Success

Professional Services

Assessments

Testing and rigorous architecture planning

Creation of ongoing support plan

Packages, standard and custom implementation

Integration with your business

SupportSupport

Global coverage

Support for Software and Hardware

Options for Converged Environments

Value-added, Enhanced Support Services


Belgium

Netherlands Russia

UK Germany Hungary

AustriaSwitzerlandFrance

Spain Italy

Argentina

Brazil

Canada

ChelmsfordDenver

St. Pete

Mexico

Hong KongIndia

Singapore

Australia

Japan

China

Global Delivery Support CentersProviding Best-in-Class Remote Monitoring,Diagnostics and Trouble Resolution

6000+ services professionals, 28 combined network operations and technical support centers watching over customers and supporting partners with round-the-clock support

Milpitas

Columbia

Redmond

Coppell

© 2007 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. Under NDA25


Software Support + UpgradesFull Coverage Maintenance: 7x24 or 8-5

Guaranteed Priority Response with Intelligent Dispatch

Unlimited Service Calls and Help Line Support

Access to Product Development Resources & PCNs

Power Surge Protection and Expedited Parts Replacement

Emergency Service Plan

Remote Alarming

Software and Firmware Upgrades


Avaya Services Supporting Branch

IP Network Readiness Assessment Sampling - Onsite readiness assessment (15 sites) to ensure network readiness to support IPTFCE Service Chain – End-to-End services: feasibility, planning, trial and production for centralized deployments

Software Profile Creation - Standardized configurations to simplify user experience and ongoing administration

Staging - Software load, test and delivery for customers exact specifications

Deployment - Capability and processes for consistent, high quality delivery

Program Management – Management of complex, multi-vendor technology solutions to ensure a successful deployment and reduce risk

Software Support + Upgrades - maximum investment protection Joint-Software Support - (for BusinessPartners joint service delivery with Avaya)Hardware Maintenance – Includes monitoring from Expert Systems(SM) IP Support Services – Proactive IP Support, RMS-IPT, SRM Managed Services – Communications Solution Assessment and integrator of ALL Avaya resources for large, complex engagements

Planning, Design & ImplementationPlanning, Design & Implementation

Ongoing Solution SupportOngoing Solution Support

New


Customer Quote “The Avaya Distributed Office product was an easy to deploy scalable small office telephone system. The use of system templates makes deployments for large retail environments a snap. I found the system to be extremely reliable and simple to manage; while the end user found the telephone interface to be very user friendly. This system is a great complement to Avaya's core IP phone systems.”

- Joseph McGlyn, IT Manager


Financial ServicesVyStar Credit Union

• Rapidly growing state-chartered credit union in northeast Florida, USA

• Approximately 650 employees at headquarters and central service center, plus 467 employees throughout 22 branches

• S8700 Server IPConnect, S8300, G700 single-site and G350,G600, G650 Gateways; INTUITY™ AUDIX® ; Call Management System; Business Advocate; IP telephones and softphones; Extension to Cellular.

• Quick, cost-efficient deployment of telecommunications for new fully featured, independent branches

• Zero downtime due to equipment failure, and service interrupted by other factors is restored within 2-5 minutes

• Shorter wait times and superior experience for members, resulting in high ratings on member satisfaction surveys

• Improved, streamlined work environment for agents• Time savings, productivity, better use of skilled agents, and service

level management related to Business Advocate• Ease of system management at main and branch levels• Revenue enhancement through customer satisfaction and

operational efficiencies • Cost savings of over $94,000 per year on lines/maintenance, and

$26,000 per new branch on survivable VoIP• “Incredible service” from Avaya and CSI

• Rapid geographic and volume growth, with 3-4 new branch openings per year

• “Quality first” mindset – must provide a totally satisfying member experience

• A “people-helping-people” environment

• Minimal wait time for members

• Minimize equipment-based downtime

• High level of independence and full functionality at branches

• Agent productivity and skill development

• Ease of management for all telecommunications functions

• Enterprise- and branch-related cost savings

• Survivability and disaster recovery

Business NeedBusiness Need

CustomerCustomer

Solution ComponentsSolution Components

Business ImpactBusiness Impact


Have you Examined your Branches?

How many branches/stores are you managing? What are your challenges today with and how many staff does it take?

What is the lifecycle of the existing key-systems or PBXs? Is there technology refresh planned for your branches/store

Are you branch employees productive, mobile and connected?

Are 100% of calls coming into the branch answered? What happens when the branch employees are busy or after closing hours?

Do you have a experienced partner to help you deploy and manage your branches?



Avaya can run a full TCO and ROI model to show the benefits to your business

Turn your branch communications into a strategic corporate asset

Avaya Financial Services solutions are available to accelerate the adoption of network technology.

– Minimal initial investment and fixed manageable payments.

– Conserve capital by spreading the costs of technology over time and free up cash for investment in other areas of the business.

Next Steps

1 © 2008 avaya inc. all rights reserved. avaya intelligent branch solutions insert presenter name

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