AVAYA Cloud SolutionsLee Williams –Director of Sales, Avaya!

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The

...but only 48%

of organizations have initiatives in place to reduce customer effort

Consumers Are Demanding… Businesses Are Battling To Meet Demands…

would rather spend money with organizations that are easy to do

business with

Physical Digital

Retail Location

Kiosk Terminal

Self Service

Live Agent

Sales Specialist

Direct Mail

Social Media

Corporate Website

Mobile Platform

Messaging Interaction

App Team

Contact Center Marketing Marketing

Sales

83% of organizations can’t deliver all

requirements for completely blended customer experience...

Sources: •  Dynamic Markets, 2014 •  BT and Avaya, 2015

The World Has Gone Digital

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Avaya Cloud Solutions Drivers

Cuts & Rationalisation, Downsizing, Mergers & Property Consolidation, Efficiency Improvements is the new norm. Increase in demand and expectations from changing Public expectations.

Challenges Citizens requirements are becoming more complex and diverse with growing expectations. Personalisation and Choice No Longer Satisfied with One Size fits all.

Move at the pace of your customers.

Cost, Demand, Capability

© 2015 Avaya Inc. All rights reserved. 18 18

Avaya Cloud Solutions: Engagement-as-a-Service …Enabling You to Move at the Speed of Your Customers!

Engagement-as-a-Service

Omni-Channel Customer Engagement

Enterprise Wide Team Engagement

Actionable Insight

Increase CLV

Always On Control without Cost

Pay as you Go / Grow

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A strategic partnership to develop the mid-market and enterprise cloud CaaS market

•  A global relationship for over 20 years

•  BT Wholesale/Avaya multi-year agreement signed in May 2014

–  Joint investment in a cloud CaaS platform –  Avaya Aura® Contact Centre and UC technologies delivered

over BT Wholesale’s strategic voice infrastructure –  A joint go-to-market agreement

•  £10m joint investment to date rising to £50m over 5 years

One of the world’s largest providers of contact centre and unified communications services

The UK’s leading wholesale communications business

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So – what does Avaya Cloud Solutions offer?

AVAYA CLOUD SOLUTIONS

•  Resilient and secure network with QoS

•  Scalability

•  Cost efficiency

•  Future-proofed / evergreen

•  Utility (consumption-based) model

•  Best of private and public cloud

•  Full Avaya Aura Enterprise solutions in a public cloud

•  Service Level Guarantees

•  Carrier-grade network connectivity

•  Geo-resilient

•  Single desktop to network solution

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Avaya Aura Enterprise reference architecture

ACCM 7 Cloud/SP Edition

Communication Manager 6.2 (include Call Centre Elite)

Session Manager 6.2

System Manager 6.2

Utility Services 6.2

VPFM 3.0.2 vCenter WebLM 6.2

Application Enablement Server 6.2

Secure Access Link 2.2

Elite Multichannel

(EMC)

Workforce Optimisation

Avaya Aura® Messaging CMS Experience

Portal

AVAYA NETWORKING

VMWARE VSPHERE HIGH AVAILABILITY WITH DISTRIBUTED RESOURCE SCHEDULER

SESSION BORDER CONTROLLER AND FIREWALL

ACM Web Client

96x1 96x0 One X Attendant

One X SIP

Voice

EMC Desktop

Multichannel

ACM Web Client

96x1 96x0 One X Attendant

One X SIP

Voice

EMC Desktop

Multichannel

Cloud Tenant 1 Cloud Tenant 2…N

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Avaya Elements of the Offer – Delivering Rich Feature Set

Enterprise Wide Team Engagement (aka UC)

Actionable Insight (aka Contact Centre)

Omni-Channel Customer Engagement (aka Contact Centre)

Basic IPT & Voicemail

Foundation

Mobility

Basic Agent (Elite and CMS)

Call Recording (Avaya Contact Recorder)

Multi-Channel (Elite Multi-channel)

CTI - TSAPI / DMCC (AES)

Self Service – DTMF (Avaya Aura Experience Portal)

Contact Centre MIS (ANAV)

Workforce Management Basic (Avaya Workforce Management)

Workforce Management Advanced (Avaya Workforce Management)

Outbound (Elite Multi-channel)

Supervisor (Basic Agent and Supervisor)

Control

Manager (ACCM 7

Cloud / SP Edition)

Communication Manager

Session

Manager

System Manag

er

Utility Service

s vCen

ter WebLM

VPFM

Avaya Aura

Messaging

Networking

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ACS – a geo-resilient architecture, delivering carrier-grade service

Aura Cloud reference

architecture

BT data centre BT data centre

BT Network BTW SIP Trunking

End-customer

BTW Ethernet

WAN Access

HA DRS clusters

HA DRS clusters

ACS SERVICE BOUNDARY

CUSTOMER SERVICE BOUNDARY

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Delivering an end-to-end service

BT data centre BT data centre

BT Network BTW SIP Trunking

End-customer

BTW Ethernet

WAN Access

HA DRS clusters

HA DRS clusters

Call processing availability 99.99% pa

CALL PROCESSING IS UNDERPINNED BY SERVICE LEVEL GUARANTEES SLGS TRACKED BY END-CUSTOMER LEVEL

ACS SERVICE BOUNDARY

CHANNEL PARTNER SERVICE BOUNDARY

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Complete managed service

Gateways

Networking

Applications

Session border controllers

Compute

Storage Integrated support

Integrated management

TOTAL INVESTMENT TO DATE £10,000,000

Everything needed for business communications in a pre-integrated, pre-tested, plug and play solution

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What’s the difference with the commercial model offered by Avaya Cloud Solutions?

•  Billing based on usage

•  Available as a service

•  Additional elements can be ‘turned on and off’ as required

•  Average high water mark model for calculating contact centre usage

Based on profile consumption

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Average high water mark pricing model

•  A ‘peak concurrent usage’ model would charge for 110 agents

•  The ACS AHWM model charges for 71 agents

•  Delivers incremental savings of circa 35%

0

20

40

60

80

100

120

140

160

180

01-Jan 08-Jan 15-Jan 22-Jan 29-Jan

DAILY VOLUME OF CC AGENTS ACROSS A TYPICAL MONTH

Standard scenario Burst scenario

•  A ‘peak concurrent usage’ model would charge for 161 agents

•  The hosted Avaya HWM model would charge for 81 agents

•  Reduction of 51%

TYPICAL CC PROFILE

BURST SCENARIO

110

161

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Benefits of the commercial model offered by Avaya Cloud Solutions

•  Enhanced flexibility to respond to user needs

•  No capex for new functionality

•  No upgrade costs

•  Minimum contract length (12 months)

•  Access to the full Avaya Aura Enterprise Solution Suite

•  Focus on business transformation projects

•  Facilitates business continuity

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What Does Avaya Cloud Solutions Offer?

Engagement-as-a-Service

•  Leaner, faster provisioning

•  System management and control exposed to end customer

•  Single vendor management

•  Flexible options for Private, Public and Hybrid deployment enabling enterprises to transition at their own pace

Cost efficiency and predictability with usage based pricing – Incremental savings of up to

35% vs ‘typical’ OPEX Model

Lower Total Cost of Ownership through lower support, training and staffing costs – Cumulative cost saving of

15% over 3 years vs CAPEX Model

Service Level Guarantees

•  Fully integrated, feature rich solution from industry leaders

•  Resilient and secure network with QoS

•  Scalability, with flexibility

•  Future-proofed / evergreen – access to the latest capabilities

•  Carrier-grade network connectivity

Business Financial Operational