We live in a smart digital world that has transformed almost every aspect of our modern lives. An explosion of smart technology has changed how people expect to interact.

We all buy and sell billions of dollars worth of things every day in an always-on economy. Commerce and financial markets are globally connected. We expect digital government and a connected community. We are a digitally-savvy mobile workforce.

Now consumers and citizens are in the driver’s seat, even

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more so with millions of millennials rapidly joining the workforce. This generation brings different expectations. Millennials are completely mobile, highly social, and always connected — and they expect the same of friends, family, companies, and environments.

These lofty expectations are contagious, and it’s not just millennials taking them for granted — it’s a world of people with smart devices and smart apps. Now, more people say they prefer to experience your

company via an app than a human voice. Consumers expect apps that can remember them, respect their privacy, and link them directly back to their physical experience.

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For businesses, meeting these expectations is a challenge, but organizations are responding and transforming. Gartner tells us that about a third of businesses who tried the transformation already consider themselves to be digital businesses.4

The Smart Digital World

Beyond devices and things, a whole smart revolution is

An Age of Smart Devices

The age of smart devices is based on a surge of connected things. About a third of Americans already own multiple smart things like thermostats, refrigerators, and watches.1 There are now more devices than people on this planet. That’s 21 billion by 2020.2 The world’s data used to double every century. Now it doubles every two years.3

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employees, better customer service, more engaged citizens, healthier patients, happier customers, and higher profits.

As the leading communications company in the digital age, Avaya is here to help.

happening. Smarter businesses can instantly connect employees to each other and their customers. Smarter healthcare can network millions of medical devices more easily and more securely. Smarter cities can provide access to services for all citizens and a better experience for visitors. Smarter campuses for schools can help our kids learn more in a safer environment.

Most companies now need to compete almost entirely on the basis of customer experience. It’s no longer good enough just to analyze and understand consumers; we need to predict and respond to their demands across their digital lifecycle in order to effectively sell, service, and market to them.

Ultimately, it is quite simple. Organizations that recognize the smart digital opportunity and find ways to connect to their customers throughout the digital journey will have more effective

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In the digital age, communication is the connective tissue necessary for digital health, whether within the company, between a company and its customers, or between a government and its citizens — person-to-person or via a device or an app.

Avaya envisions a smart digital world where communications are always secure and in-context, powered by Avaya Everywhere. We see a world where, from the point that you think of going on vacation to the time you return home, your smart app is your

travel companion, your concierge, and your call into room-service.

Communication is how we stay engaged. Just how important is being engaged? A fully engaged customer can add up to 23% higher share of wallet. A ‘disengaged customer’ can cost about 13% more. On the employee front, a fully engaged employee can provide 22% higher productivity and a disengaged one can cost about $2500 per year.6

To help our customers cultivate engaged employees and

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customers, our technology strategy is based on these attributes: embedded, multi-platform, open, and mobile. We automate processes, increase speed, and reduce risk.

We embed communications into the browser on the desktop and in the smart app, so people can communicate directly from where they spend their time in the digital world. We take manual communications processes and automate them in order to scale and improve the experience of communications at the lowest level of cost.

By sticking to these principles, we allow our customers to take full advantage of the digital opportunity. We add to their top line by bringing speed, agility,

resilience, and innovation at scale into the business. We can provide a better return on investment on communications technology. For the bottom line, we help reduce complexity, drive out cost and risk, and improve the total cost of ownership.

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Customers Driven By Avaya Business Communications

A MAJOR UNIVERSITY

discovered the simple power of

Avaya automation. An app that was

developed using Avaya Breeze in a

single day showed savings of over a

quarter of a million dollars — so the

university imagined all the other

places where Breeze might work.

Now they have more than a dozen

apps, including one that identifies

student license plates and IDs for

parking and automatically

bills students.

DUBAI’S ROADS AND TRANSPORT AUTHORITY (RTA) is working with

Avaya to upgrade its contact center operations as part of its strategic goal

to ensure customer satisfaction. RTA has deployed Avaya

customer engagement and contact center solutions

as one of the key elements in its transformation

to a ‘Smart Service’ organization. Customer

satisfaction is an objective that is being

driven by the highest levels of government

in Dubai; it serves to cement Dubai’s

leading position in the United Nations’

global Happiness Index.

A MAJOR CANADIAN RETAILER

had a mixed IT infrastructure that

they decided to move wholly to

cloud. Their people liked to always

‘live in the environment in which

they worked,’ so they turned to

Avaya to keep the communications

experience for users embedded in a

browser. When hovering over an

email and seeing a contact card or

an online presence, employees can

now get a phone number and

instantly click-to-call.

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• Burj Khalifa, Dubai, UAE

DR. SULAIMAN AL-HABIB

MEDICAL GROUP (HMG) is

one of the largest private

healthcare providers in the

Middle East, creating a

hospital of the future. Its

flagship hospital is a

paperless facility with digital

administration and patient

management. At the core of

the new hospital’s operations

is a cloud-based hospital

information system built on top

of Avaya solutions, including

smartphone apps for patients

and physicians.

BURJ KHALIFA, the world’s tallest tower,

is now the world’s tallest networking fabric.

Avaya’s network virtualization technology connects

this highly complex environment across more than two million square feet of

residential and office space, ensuring that modifications to the network

don’t impact performance. Burj Khalifa’s guests, tenants, and IT teams can

now enjoy the best quality network experience, with no downtime.

Differentiating itself from larger competitors is a big part of LANDMARK

BANK’S strategy. The bank’s approach is summed up in its philosophy for

customer experience: “‘big-bank’ services with a ‘small-

bank’ feel.” Landmark turned to Avaya solutions

for contact center, networking, unified

communications, and

videoconferencing.

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Avaya provides the most complete portfolio of software,

services, and networking infrastructure for digital

business communications. We are the only

true specialist in digital business

communications in the industry. We

work with thousands of partners to

give customers access to our

solutions through a

knowledgeable local provider

or specialized expertise. We

provide the flexibility of a

100% software-defined

architecture and fabric. All

companies are on a cloud

journey, so we also provide

them with public, private,

and hybrid cloud options.

Fabric NetworkingAvaya fabric networking seamlessly

integrates with our communications

platforms. Leveraging the benefits

of fabric-based, software-defined

networking, we enable our

customers to roll out new services

in one tenth of the time and with

minimal resources. Avaya

networking provides mobility,

speed, and scale, as well as

enhanced cyber-security as a

foundation for smart

digital solutions.

Team Engagement We provide open, mobile, and

scalable business communications

and collaboration solutions that are

fast to deploy and easy to maintain,

including our flagship Avaya Aura®

and IP Office solutions. Avaya offers

everything from simple voice and

video communications on virtually

any device, to customized

collaboration and workflows

via Avaya Breeze.

Customer Engagement We are the global marketshare

leader in contact center with 15

years of leadership according to

Gartner. We enable our customers

to deliver consistent customer

experiences based on the Avaya

Aura™ and IP Office platform. We

help our customers to achieve best-

in-class Net Promoter Scores and

save millions in operational costs.

With our Avaya Breeze snap-in

development platform and Snapp

Store marketplace, we are

redefining the concept of customer

service platforms for the future.

Avaya ServicesWe offer a comprehensive and

robust suite of award-winning

services. We consult, enable,

support, manage, optimize, and

even outsource collaboration,

contact center, and networking

solutions for our customers. Our

services help customers mitigate

risk, reduce total cost of ownership,

optimize performance, and

accelerate adoption of

communications solutions.

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Avay

a s

olu

tions

enable sm

arter healthcare

Customers Using Avaya’s Portfolio

A U.S. DIGITAL SOLUTIONS

PROVIDER with customers ranging

from Hollywood to NASA acquired

a company in Georgia. Expenses

rapidly escalated as executives and

technicians traveled between the

offices. Utilizing Avaya online

collaboration tools, staff can now

see, hear, and share with almost

anyone in almost any location

simultaneously, creating much

less need to travel, and resulting

in an immediate drop in travel-

related expenses.

At PROMEDICA, growth in

urgent-care centers is just one of

the demands on the company’s

network. A new electronic

health records

implementation, and new

applications for patient

monitoring and a public

address system, all rely

on the Avaya network.

Many of these needs

also require robust IP

multicast capabilities —

something of a new

frontier for the

healthcare industry.

AL NOOR HOSPITALS GROUP, the

largest private healthcare company

in Abu Dhabi, has transformed

its operations by deploying

Avaya networking, unified

communications, contact center,

and telephony solutions. The

company employs more than 4,000

staff and treats 5,400 patients daily.

By working with a single vendor for

data and telephony solutions, Al

Noor is better able to integrate

systems and services as part of its

digital transformation journey.

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CHEETAH MOBILE, the

number one mobile

application developer

worldwide and the

number two Internet

and mobile security

company in China, has

enhanced overall

efficiency with Avaya

video conferencing.

Cheetah’s mission is to

make the Internet and the

whole mobile experience

faster, simpler, and safer for

users around the globe.

Lack of investment in SKODA AUTO

limited its ability to innovate and adapt.

Skoda’s network infrastructure was also

out-of-date; outages were frequent, and IT

staff were spending most of their time on

management and provisioning. Now, Avaya

provides Skoda with a network that meets

the demands of modern commerce, thus

helping Skoda become a more

consumer-focused organization.

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Avaya is used by:

• 95% of all Fortune 500 companies

• 2,750+ hotel sites

• 450K+ contact center agent positions

• 8 of the top 10 insurance companies

• 9 of the top 10 largest banks

• The world’s top 10 airlines

• 4,000+ healthcare institutions

• 5,000+ educational institutions

• Government agencies in 42 countries

Avaya solutions, including team engagement, customer engagement, fabric networking, and services, are used by major governments, enterprises, and over half a million small and midsize companies around the world.

Avaya has more than 9,300 partners globally providing world class solutions.

Avaya is number one in:

• Worldwide Contact Center

• Worldwide Unified Messaging

• SME Telephony

• Worldwide Voice Maintenance / Voice Support Services

Copyright Avaya 2016

1 https://www.truste.com/about-truste/press-room/35-of-americans-now-own-at-least-one-smart-device-other-than-a-phone/ | 2 http://www.gartner.com/newsroom/id/3165317 | 3 IDC Digital Universe Study, sponsored by EMC, June 2011 | 4 http://www.gartner.com/technology/research/digital-business/ | 5 http://www.mckinsey.com/business-functions/business-technology/our-insights/the-internet-of-things-the-value-of-digitizing-the-physical-world | 6 http://www.gallup.com/businessjournal/172637/why-customer-engagement-matters.aspx | 7 http://www.gallup.com/businessjournal/172637/why-customer-engagement-matters.aspx