Customer Experience Feedback

THANK YOU

As the leading provider of customer and team engagement solutions, we have listened intensely to your vision of what “easy to do business with Avaya” means. We have implemented a very robust, industry Best in Class Customer Experience program to address the items and ideas you have shared with us. Throughout this report you will see multiple examples where we have implemented processes that drive ease of doing business with Avaya. Thank you for letting us know that we are headed in the right direction with over 200% increase in feedback in the last three years, and by rewarding us with your increases in our Net Promoter Score now approaching best in class industry levels. Your valuable feedback has helped us to focus our efforts on the elements of your Avaya experience and although there has been measureable improvement year over year, we know we are not there yet.

Avaya has been focused on exceeding industry standards with our solution functionality, quality, ease of use, as well as implementing world-class services to support these solutions. While we plan to continue this focus, we are dedicating significant resources to improve the simplification of you doing business with Avaya. Being realistic, we know this takes time and collaboration with you as our clients, but Avaya’s goal is to be world class in ease of doing business in the not too distant future. We thank you for your continued support and engagement of our customer experience program by taking the surveys each year so we can measure the improvement in achieving our promise of high standards of quality. Below is our update of what we have been doing in 2014 and what we are looking forward to improving in 2015 from the feedback you have provided in the last 6 months. Please note in the report below, to jump to areas important to you we have created hyperlinks in the Table of Contents.

Contents Avaya Account and Sales Engineering Teams ............................................................................................................ 2

Avaya Professional Services Teams ........................................................................................................................... 2

Avaya Order to Invoice: ............................................................................................................................................ 2

Avaya Provisioning Supply Chain .............................................................................................................................. 2

Avaya Service Parts Supply Chain ............................................................................................................................. 3

Avaya Maintenance and Support .............................................................................................................................. 3

Avaya Products and Solutions................................................................................................................................... 4

Avaya New Product Introduction .......................................................................................................................... 4

Avaya Unified Communications, Collaboration and SME ....................................................................................... 4

Avaya Contact Center ........................................................................................................................................... 6

Avaya Networking ................................................................................................................................................ 7

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Avaya Account and Sales Engineering Teams are focused on driving the key areas of Customer Advocacy, Knowledge and Responsiveness through higher quality client engagement and communication. Account teams are fostering a closer relationship with you to understand how your business is conducted and what determines your success which will assist Avaya in maximizing the value our Communications Solutions can deliver to you. Additionally we’ve focuses on proficiency increase across our account and sales engineering teams throughout 2014.

Avaya Professional Services Teams have made changes to our engagement model, directly aligned to your feedback. Specifically, to assure we are recommending solutions to meet your business needs, as your trusted advisor, we have refocused our Advanced Solution Architects to engage earlier in the solution development discussion. This alignment will allow our architects to collaborate with you to assure we meet your intended business needs in the timeliest manner possible. Additionally, this up-front alignment will provide benefits during the solution deployment by assuring we are aligned with executing to the defined project scope and have the correct technical resources ready to deploy your solution. The Project Management team will utilize and communicate these aligned elements to drive project planning and coordination. We appreciate your feedback and look forward to continued improvements to deliver world-class professional services.

Avaya Order to Invoice: In 2014 you told us that invoicing was challenging due to incorrect billing on maintenance charges. Your feedback highlighted a concern with “incorrect records”, so in collaboration with services, several critical initiatives have been funded and prioritized to address records and simplified billing. In April and July, we will be providing co-term automation and the ability to support multiple sites on one contract. This will drastically simplify your invoice and minimize inaccurate billing. We are also implementing change order functionality which will ensure that your maintenance coverage is systematically updated when you add, remove and upgrade equipment.

In February 2015, we will pilot the “order tracker report” to our distributors to advise the status of orders through invoicing. In order to promote “ease of doing business”, we have launched “Customer Connect” in the US first. This is a landing page serving as a single entry point for customers to engage us on multiple type requests. In August and September 2015 we will launch "Customer Connect" globally. As you engage with Avaya you will no longer need to remember multiple email addresses and can be sure that your request engages with the right resource for quicker response and resolution. We will continue to build upon Customer Connect to add automatic capabilities to simplify the user experience and give you visibility to your order status. Avaya will also complete the upgrade of our Call Center tools in FY15 to assist in the automation of Work Force, Work Flow Balance Management and Call Monitoring, which will ultimately improve your overall experience with Avaya.

Avaya Provisioning Supply Chain In 2014, Avaya has been committed to improving the accuracy of initial commit dates, with the objective that the first commit date you receive will be accurate, timely, and won’t change. Our key strategic initiative on commit date accuracy was identified and we implemented several improvements. While the product transitions the past several months have impacted overall performance, we have heard from customers that the improvements in commit date accuracy are real. Along with improvements in commit dates, we have achieved consistent on time ship performance in the mid-90% range. As part of our commitment to collaborative planning and forecasting, we have engaged with a distributor to initiate S&OP functional partnerships to resolve order lead time and/or order management challenges, as well as reviewing system to system issues to drive efficiencies. We look to expand this collaboration in 2015. This improves clarity for product availability and also enhances communication related to shipment performance. Also in support of our focus on planning and forecasting, we have implemented several enhancements to our Kinaxis Rapid Response system over the past several years and have a roadmap for several more improvements in 2015. Phase 6 of the roadmap will continue improving overall delivery metrics through expanded operational excellence with inventory planning, better integration between supply and demand, enhancements for transportation visibility and predictability, and further process automations.

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Avaya Service Parts Supply Chain Ease of doing business is a key component as we review opportunities related to returns and parts replacement. Over the past year, we worked to proactively monitor returns and work with customers to correct and prevent returns issues. Our focus on process improvements and training will continue into 2015. To that end, a cross-functional team and project has been formed called RMA 360 with the goal to isolate and take action on complexity and efficiency gaps. Parts quality continues as a top priority and several actions were taken in 2014 including improving the feedback loop from field technicians to repair technicians, refreshing parts in our strategic stocking locations to ensure version control and packaging met our high standards, and increasing quality checks before replacement parts are shipped. Along with parts quality, we work to ensure parts are available at the right time in the right location. We will continue to optimize our warehousing network to ensure replacement parts are in the right location in support of customer contracts. In 2015, we will implement a key initiative to provide improved visibility of our customer contractual data that will enhance our replacement parts forecasting and planning.

Avaya Maintenance and Support

• Avaya Support Delivery Improvements Watch the Avaya Support Website Live Agent Collaboration Video and see what the buzz on Avaya support improvements is about!

• Overall Resolution Experience Your feedback asks Avaya for easy, fast, and effective engagement with

Avaya Global Support Services. For already known issues and helpful tips, we’ve concentrated on making knowledge instantly-accessible through the Avaya Support Website (ASW). With our helpful virtual assistant, Ava, Avaya Client Services improved search capabilities, developed new tools, and a continually improved Avaya Knowledge Base. Our Avaya Knowledge Base was created with best-in-class Knowledge-Centered Support (KCS) practices, and provides access to Avaya mentor videos. Today, over 90% of our customers access the Avaya Support Website to find answers quickly, and over half of all your questions are solved quickly without having to deal with a human being. If you do encounter new issues, you have the ability to choose the type of interaction which most suits your needs with Web Chat, Web Talk, or Web Video, and you can count on interactions with Avaya experts who are continually trained in technical skills through a greatly expanded curriculum and backed by the most knowledgeable Avaya product engineering teams. Customers have indicated they are seeing a 20% reduction in overall resolution time year over year, including the effects of faster resolution on the web.

In 2014, we also improved our definitions of severities allowing you to flag your situation more clearly in order to reach the right engineers faster than ever before. And we also continue to invest in the Emergency Recovery Team, a group of skilled professionals in the specialty area of restoring your solutions in outage situations. If you experience an outage, the Total Service Outage button on the Avaya Support Website enhances your access to our Emergency Recovery experts.

• Ease of Doing Business is another major initiative that was launched in FY2014 and will continue through FY2015 and beyond. The initiative is designed to simplify offers and processes and transforming commerce and delivery. In FY2014 this initiative drove the following key results:

• Reduced the complexity of the service offers by 28%” • Opened up new markets to partners with Local Advantage • Reduced the registration cycle time by 47% with continued focus for even greater improvements

in 2015. • Reduced the customer authorization cycle from 1+ weeks to less than 1 hour • 21% improvement in aggregate time to resolution • Significant improvements to usability and effectiveness of the Avaya Support Website, with over

90% of the incoming support requests now coming through the ASW.

In the past, making simple transactions required complex changes to multiple systems and tools, slowing our transformation effort. As Avaya progresses the Ease of Doing Business initiative we are enabling the transformation of the Avaya service experience for our customers and partners while making it faster and easier to purchase services from Avaya.

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• Industry Accolades In the industry, Avaya Client Services efforts have been recognized with multiple awards for excellence in services. We were proud to be named the winner of three Fall 2014 Technology Services Industry Association (TSIA) STAR Awards for Innovation in the following areas:

• Delivery of Managed Services • Leveraging Technology for Service Excellence • Enabling Customer Success in Service Revenue Generation

Avaya also received the NorthFace ScoreBoard AwardSM from Omega Management Group Corp. in recognition of achieving excellence in customer service and support in 2013.

Avaya Products and Solutions In our FY14 year end update below Avaya continues its investment and demonstrates measureable improvement across all products by focusing on ease of deployment and use of solutions, consistency of features and functionality from one release to the next, improved product reliability, significantly enhanced testing and quality assurance efforts, service pack quality, solution interoperability, and enhanced documentation quality. Avaya New Product Introduction Avaya has seen an improvement in your feedback around New Product Introductions. We are continuing to focus on implementing key quality measures to enable Partner Readiness, Documentation and Training early in the new product development process, ensuring a product’s readiness and availability prior to release to our Clients.

Avaya Unified Communications, Collaboration and SME CY14 feedback indicated a need to focus on product Ease of use and Features / Functionality.

• Ease of Install and Use for IP Office: Avaya is focused on providing user documentation that is easier to comprehend and navigate for our customers.

• Avaya’s documentation team is improving the overall quality of IPO 9.1 documentation by creating a Documentation catalog for ease of navigation through the Documentation set, by reorganizing the Product Description document into the Solution Description and Feature Description documents for clarity and ease of use, and by restructuring other documents to achieve consistency and to reduce volume by eliminating redundant content.

• Avaya is also improving the IP Office Contact Center documentation by creating "Task Based Guides" to make it easier to install and configure the Solution, by creating 2 new reference documents (Feature Description and Reference Configuration), and by restructuring and consolidating the previous content (both documentation and help sets).

• Consistent Look and Feel for Soft Clients: Customers are requesting a simplified UC client portfolio from

Avaya and we have begun to execute against our strategy to consolidate the portfolio, while also bringing you exciting capabilities and experiences to make collaboration more effective. Avaya Communicator, the new “one client” user experience that can deliver across devices is currently available on Windows, Android and iPad, with iPhone release anticipated in early 2015. Avaya Communicator is being enhanced with Multimedia Messaging capabilities in release 2.1. This allows for the integration of rich media in “IM” conversations enabling a richer and more compelling communications exchange. Continued product enhancements will provide a full video collaboration capability across each device from a single application.

• Ease of Use for Endpoints: With our new High Definition Collaboration endpoints shipping mid CY2015, our

intent is to provide a more user friendly, intuitive experience with the following features: • An enhanced user interface that is consistent look and feel as with the new Avaya

communicator soft clients • Graphics based capabilities • Designed on the Android operating system • Large, bright touch screen experience

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• Features and Functionality Improvement for Avaya Client: With today’s business challenges you need a

tool that will enable you to better communicate with your team and customers wherever they are – in conference rooms, at their desk or on a mobile device. Meeting face-to-face is natural and more effective especially when there’s a major topic to discuss, a need to take quick decisions or react to business challenges. Collaborating with your small team and keeping them engaged, especially while on the road/outside of the office, is now much more simple/easy. Avaya video collaboration delivers a rich and easy-to-use environment enabling face to face HD collaboration, sharing documents, application on any device –easily extending existing deployments of room video conferencing systems from any vendor to mobile and desktop users. You can collaborate regularly with your customers, suppliers and partners increasing their trust and cooperation as if you were all sitting in the same room.

• Ease of Deployment: Avaya has continued to move forward with virtualization for VMware environments and

has extended the Avaya Aura Virtualized Environment by adding support for Avaya Session Border Controller for Enterprise, Communication Manager Messaging, and Avaya Aura Conferencing.

• Features and Functionality Improvements for Avaya Aura: Avaya delivered 4 feature packs on top of the

Avaya Aura 6.2 platform. Additionally, incremental capabilities such as the password change utility for end users have been added into the release to continue to offer new innovations. Going forward, the development team at Avaya will continue to develop new capabilities and launch them to customers via major and minor releases as well as feature packs.

• Features and Functionality Improvements for Engagement Development Platform 3.0: Engagement Development Platform 3.0 available August 2014, offers new enhancements to the Aura platform and exciting features for customer experience, such as:

ability for customers to click to call from any supported browser capture, track, store relevant context across all touch points on the customer journey, leveraging real-time speech based on keywords to immediately identify problems or

solutions in the moment of customer/agent interaction • Features and Functionality Improvements for Avaya Aura Messaging: Avaya continues to be asked to

ease the transition from legacy messaging to Avaya Aura Messaging by providing feature parity. Customers moving to Avaya Aura Messaging 6.3, which was released in March 2014, now have the option to let users manage their voice mail using the CallPilot/Meridian Mail-like Telephone User Interface (TUI), in addition to the Octel- and Intuity-like interfaces. The CallPilot TUI reduces the need for any new end user training as the familiar CallPilot TUI can be given to users who are migrating off the legacy CallPilot product. Avaya Aura Messaging now provides many of the features and functionalities key to CallPilot and/or Modular Messaging customers:

Enables auto-play of messages for CallPilot customers Reduces cost of migrating to AAM, by supporting 1006r server allowing existing CallPilot

customers to re-use their 1006r server Improves IMAP4 capacity to 20,000 connections; allows for less AAM systems that need to be

purchased for larger deployments. Provides outbound fax from Windows desktops; eliminating need for fax servers. Expands language localization including Cantonese, Swedish, Turkish, and Hebrew. Enables

more end-users to operate in their native language for mailbox TUI prompts, User Preferences web interface, and documentation.

Improves centralization capability; notably multiple site support, multi-lingual support, and support for variable length mailboxes

In addition, customers moving to AAM 6.3 FP1 (released in August 2014) will see a new secure web based visual voicemail client called “Messaging Web Access” that offers end users a secure method for managing their voicemails without needing an IMAP4 client. AAM 6.3 FP2, planned for release in mid-December 2014, will increase total Avaya Message store capacity to 30,000 users.

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• Features and Functionality Improvements for Avaya Aura Conferencing: a single platform for audio, web, video conferencing --- Avaya Aura Conferencing R8 available August 2014 is the second major product release delivering a VMware based deployment with simplified installation and configuration. In this release, the footprint is reduced further with simplified deployment and a single box offer with up to 5000 provisioned users. The web application UI is refreshed to align with Avaya UC clients. Some of the notable features based on customer feedback include – Automatic disaster recovery, private chat and remote desktop control.

• Unified Communications Scalability: increases include: Avaya Aura capacity of 125K SIP users with 150K devices (was 100K) Avaya Session Border Controller for Enterprise 6,000 sessions (was 5,000) Scopia 3,000 concurrent multipoint ports in a single management interface (was 2,000) Avaya Aura Messaging 20,000 IMAP4 connections (was 6,000) Avaya Aura Presence Services cluster 125K (was 75K) Collaboration Pod for Enterprise 36,000 users (was 12,000)

Avaya Contact Center

• Ease of Deployment: IP Office Contact Center (introduced in February 2014) and Avaya Contact Center Select (introduced in June 2014) provide enterprise-grade contact center functionality for the IP Office platform with a focus on ease of deployment, ease of use and lower overall total-cost-of-ownership (TCO). Avaya Aura Contact Center and Avaya Contact Center Select support turnkey Hardware Appliance and Virtualization options for rapid and flexible deployments. With Avaya Contact Center Select, customers can be operational within hours of installation, yet have access to a full range of advanced features and integration options. The 6.4.2 release of Avaya Aura Contact Center and Avaya Contact Center Select, coming in Dec 2014, brings a set of migration utilities to simplify the upgrade from Nortel Contact Center versions on the CS1000 platform to either ACCS on IP Office or AACC on the Aura platform. CMS added support for Linux and virtualized VMWare platforms with Release 17; allowing customers more options to deploy platforms that align with their data center strategy.

• System Management: Avaya Control Manager version 7.1 delivered a new set of features that simplify the daily administration of contact center environments. Feature such as the bulk action portal, administrative reports and media studio allow you to easily manage and deploy the Avaya contact center products. Avaya Contact Center Select 6.4 includes a system dashboard tool to assist in monitoring of system health, with rapid identification and resolution of any issues.

• Features and Functionality Completeness: Elite Multichannel (EMC) 6.4, now in beta trial and planned to be generally available in January, will deliver enhancements to Web Chat functionality as well as a high availability option. The Real Time Speech Snap-In, introduced in Aug 2014, provides a cutting-edge ability to provide quality assurance or compliance in real-time, (while the conversation is ongoing), using advanced phonetic-based speech recognition technology. CMS17 R3 introduced a new Mobile Client for iPad, allowing CC Supervisors to take the key CC performance statistics with them when not at their desks. Supervisors are now free to walk around the CC and mentor and collaborate with agents while still monitoring key CC performance metrics. One-X® Agent 2.5.5 was introduced in March of 2014. This release added localization as well as addressing several “IP Agent Classic Features” such as Agent State Timer, After Call Work, and Worklog enhancements to track agent state changes.

• Localization / Reliability: Since the introduction of Avaya Aura Contact Center 6.4 release in Feb 2014, there has been a continued reduction in the number of customer found defects and customer escalations. The AACC product is now at the very high quality level that our customers expect from Avaya contact center products. Avaya Aura Contact Center 6.4 SP1 was introduced in Jun 2014 and added G14 language support for the 6.4 release. The AES 6.3.3 release in June 2014 brought Geographic Redundancy in both System Platform and VMware environments thus removing dependence on an Ethernet cable between the primary and redundant AES servers. CMS17 added localized version of the CMS Web Supervisor in 13 languages, allowing customers in all regions to move to thin client configuration.

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• Integration: Avaya Aura Workforce Optimization 12.0 introduced a new application framework that provides tight integration between the various modules within the WFO suite. Context Store 3.0 was introduced in August 2014 and provides the ability to preserve important customer information across multiple applications for the entire customer journey. The Avaya Contact Center Select 6.4 solution delivers a fully featured multi-channel contact solution with the IP Office platform for up to 250 agents. Avaya Contact Center Select shares a number of interfaces with Avaya Aura Contact Center, enabling Avaya’s existing ecosystem of application vendors to rapidly offer their complementary solutions on this new product. Avaya Contact Center Select 6.4 FP2, coming in Dec 2014, will add support for Avaya Aura Experience Portal, bringing full IVR capabilities to the Midmarket.

Avaya Networking

Avaya Networking continues to innovate and refresh the product line by:

• Avaya Fabric Connect Technology: continues to gain momentum with a sharp rise in deployments globally during the second half of 2014. Due to significant customer demands there has been increased traction to deploy Fabric Connect for IP Video Surveillance applications. Fabric Connect has set a new standard for deployment and operational simplicity, scalability and performance of IP Video Surveillance networks.

• Ciena and Avaya have combined to deliver an end-to-end WAN-LAN data networking solution to cost-effectively simplify network operations for enterprises while increasing control when delivering on-demand services. Announced in November 2014, this solution combines the intelligence and simplicity of Avaya Fabric Connect technology with the scalability of Ciena’s converged packet optical and packet networking platforms. The solution provides enterprises of all sizes with a flexible architecture that can be managed dynamically as their needs evolve.

• Avaya is collaborating with Wind River to take a significant step toward Data Center simplification through the development of "hands-free" Virtual Switch (vSwitch) network services configuration. This capability, which will be submitted to the Open Source domain, can deliver fault-free, end-to-end automation as the foundation for software-defined networking (SDN) in the future. This innovation demonstrated at VMworld 2014 in August, eliminates the challenges Avaya customers have identified in manual administration and configuration of network switches, allowing businesses to quickly provision new services and greatly reduce the potential for costly errors and delays.

• Avaya Wireless LAN 9100 Series: delivers differentiated services to applications and extends the benefits of

Avaya fabric to the wireless edge. Some note-worthy capabilities of the new WLAN 9100 offering are: • Next-generation WLAN technologies such as 802.11ac bring gigabit speeds to WLAN making

the scalability of traditional controller-based architectures a challenge. Avaya WLAN 9100 offers a 2-tier architecture with distributed controllers built into every AP (Access Point), eliminating inefficiencies such as overlay tunnels and hair-pinning of all data traffic through the controller.

• With over 1,200 applications supported, WLAN 9100 allows very granular enforcement of software quality policies such as allow, throttle, prioritize, by Client, VLAN, and Time of Day.

• In December 2014, Avaya is extending the intelligence and benefits of our fabric technology beyond the wiring closet to the wireless AP via Fabric Attach. Fabric Attach in combination with Identity Engines provides:

• Automated identification and provisioning of APs • Automated identification and provisioning of users and end devices • Simplified adds, moves and changes • Centralized policy-based control without any manual configuration—reduces network

configuration errors • Also in December 2014, Avaya is introducing four radio 802.11ac Access Points targeted at

high density deployments.

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• Avaya Virtual Services Platform 8200: Series, released in June, is a new category of high-performance Ethernet Switches developed by Avaya to leverage the latest generation integrated chipset, combined with the Avaya Virtual Services Platform Operating System software. The first model in this portfolio, the Virtual Services Platform 8284XSQ, is a compact, fixed form-factor Switch designed for mainstream Campus Core Switch requirements offering businesses a cost-effective, fully featured, flexible, and simple to operate network solution.

• Avaya Identity Engines Release 9.0: release dated March 2014, introduced Unified Network and Application Access Control with Single-Sign-On (SSO) to address our customers’ requests to simplify IT operations, improve enterprise security, deliver better user experience and allow network administrators to centrally manage access credentials. This release eliminates the users need to remember separate set of credentials for enterprise resources allowing them to get a single set of credentials that offers consistent, efficient, secure, and easy access to critical resources from any location. In March 2015, Identity Engines r9.1 will introduce Mobile Device Management (MDM) integration and Guest Manager and BYOD access portal enhancements, addressing the customers need for higher mobility and security in their business environments.

• Avaya Ethernet Routing Switch 3500 Release 5.2: released March 2014 introduced two new 48-user port

models to the existing 3500 series of products. Available in PoE+ and non-PoE versions, the new models are fully stack-compatible with the existing ERS 3500 family. They enable the ERS 3500 series to be positioned in larger sites, making the family a more complete switching solution for both mid-market and small/medium enterprises. The 5.2 release also continues to build on feature set and management capabilities of the ERS 3500 in targeting small to medium enterprises (SME) and branch office / converged IP office solutions markets.

• Avaya Ethernet Routing Switch 4800 Release 5.8: released in June 2014 introduced Fabric Connect auto-

provisioning capabilities to the ERS 4800 family. This provides the means for non-fabric enabled devices such as IP Phones and WLAN AP devices, to be automatically provisioned and connected to the Avaya Fabric Connect core. This reduces the complexity, and expedites the process of connecting a variety of end devices to the Avaya Fabric Connect network.

• Product Quality is Top Priority: for Avaya Networking with input being received during open R&D forum discussions, customer reported issues, and customer support identified field problems. As a result, we have implemented new automated testing processes that capture potential product problems during the design phase as well as during the manufacturing process.

THANK YOU

We’re listening, and we’re taking action based on your input. We appreciate your loyalty and look forward to continuing to work together to enhance your business outcomes by improving our products, services, and processes.

Jerry Glembocki Senior Vice President and Quality Program Officer

Notice: While reasonable efforts were made to provide information that is complete and accurate at the time of printing, Avaya can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

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