Enabling the Benefits of Convergence

Eric Rondilla
SieNet Communications Services

Todays Discussion

SME Market Environment Introducing Avaya IP Office IP Office at Work

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SME Market Environment

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SME Issues and Concerns

How do I increase customer loyalty?

How do I drive revenue growth?

How can I improve my business infrastructure?

How can I be more interactive with customers and partners?

How secure is my business?

How can I provide 24/7 hour service without 24/7 staff?

How can I increase employee productivity?

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Introducing IP Office

IP Office: Extensive Applications

Manager SoftConsole Phone Manager Queue Manager

Unified Messaging System Status

Conferencing

VoiceMail Pro

Compact Contact Center

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Telephone Versatility for the User

one-X Telephones
For full IP telephony or to provide a simple solution for remote offices

Standard Analogue Telephones

For when you just want to make telephone calls

SIP Phones
Add specialist open standard SIP endpoints to IP Office

Digital Telephones
For employees who need a versatile handset with features such as hold, transfer, conferencing and speed dials.

PC Soft phones
Make calls from your PC, manage calls, track missed calls and lost calls
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IP Office at Work

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What IP Office Can Do

Host Conferences Protect your investment Connect all sites
Save, streamline, and spark collaboration. Integrate business communications to save money on long distance charges. Link remote offices as if they were one. Eliminate conference call costs and speed your decision-making. Schedule, initiate or participate in secure audio conference calls anytime. Launch outbound calls to bring the right people together instantly..

Gain more than just communications products and services. Implement a system that delivers immediate results to your business, and is set to grow and change along with it.

Measure customer support

Powerful reporting package illustrates how you are serving your customers. See how much time you spend on each call, and how many calls you may be missing.

Work from anywhere

Enable instant one-number access regardless of your location. Route incoming office calls to your mobile telephone, and even listen to your e-mails.

Integrate applications
Enable incoming calls to display company name, location, purchasing history or other vital details; impress customers; sell more strategically; and speed efficiency.

Improve customer satisfaction

Maximize customer satisfaction as more calls are handled promptly. Redistribute inbound calls from your busy locations toward idle locations.

Look more professional

Impress customers and empower staff with state-of-the-art telephones. Sleek, functional telephones designed for the business professional.

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Delivers Real-Time Responsiveness

to Employees & Customers, Wherever They Are

Out of the Office

Missed calls, phone tag, voice mail Slow decision-making, frustrated customers Missed transactions, lost revenue
Doesnt Have to Mean Out of Touch

Employees receive all calls at their desktop and mobile phone simultaneously Easier for customers to reach key employees with just one number to call

Customer satisfaction & loyalty increases

Deals close faster to improve win rate
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Mobile Twinning
Reduce risk of missed calls & lost revenue
When your desk phone rings, so does your mobile

phone
Transfer from mobile to office phone and not drop

the call
Reduce mobile phone charges and leverage IP

Office features
Single place to pick up all voice messages

Mobile Twinning alerts user while out-of-office

Office Phone
Benefits
Keep employees in touch even when theyre away from their desk

Caller

Offers ONE number approach for easy contact anywhere, anytime

Reduce costs by leveraging your existing mobile infrastructure
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Helps Ensure Non-Stop Productivity

Even When Employees Cant Get Into The Office

Anything Can Happen

Be Prepared When It Does

Severe weather, storms

Everyday life (minor illnesses & emergencies)

Feeling pressure to return to work

Employees communicate when they cant get into the office, increasing productivity Home or mobile phone, PC & Internet connection is all thats needed

Improves customer service and employee morale

Reduces stress, positive impact on environment
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Phone Manager Pro

Be prepared for the unexpected
Intuitive PC user interface provides full call

control from any phone on site or remotely:

Make and receive calls Transfer, forward, hold Conference calls Speed dialing Call history Presence

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Phone Manager Pro

Information at Your Fingertips
Multiple speed-dial/BLF icons Screen-pop of contact management VoiceMail Pro message control Queue monitoring of 2 groups Simple Incoming call scripting

applications (e.g., Microsoft Outlook)

Separated tabs for In, Out and Missed calls

(useful for informal call centres)

Time on call 19 languages on individual user basis Personal directory Distinctive ringing (via WAV file) Dialing from contact records

Simple creation of contact records

Increased Speeddial / BLF capacity

(add to Personal Directory, Microsoft Outlook)

Compact Mode
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Enables Full-Time Telework

so Employees Communicate Like Theyre in the Office

Home calling expenses are rising

Think Outside the Cubicle

Flexibility to employ the most qualified workers wherever they are located Avoid office moves / expansions and save Boost loyalty and morale with a flexible, productive work environment Keeps home calling expenses in check
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Expanding workforce means larger office space

Qualified labor pool is limited in local area

VPN Phones for Home Workers

Improve communications, cut costs
Provides home workers with same

functionality as workers in the office

Save on residential calling costs;

reduce/eliminate reimbursements
Monitor and track calls and productivity of

Avaya IP Phone with VPN Software at remote location

remote workers
No remote VPN device required Expands full-time & seasonal labor pool to

virtually any geographic location

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Deliver Customer Delight

by focusing on customer services
Winning and Retaining Customers
Differentiate yourself from the competition by offering a superior customer experience Prioritize high-value customers to build long-term loyalty
by Focusing on the User Experience

Business is in a very competitive segment Commoditized Offering

High customer expectations

Understand your customers profile, buying preferences, support requests so you can better anticipate their needs
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Compact Contact Center

Differentiating the Customer Experience
Enable options for self-service as well as

assisted support through efficient routing of calls

Prioritize VIP customers by minimizing

waiting times on call queues and providing individualized service

Monitor quality of calls using real-time

reports and management by exception

Integration to CRM to ensure agents always

have customers data on-hand

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Management Tools
Advanced Call Distribution Management by Exception Real-Time Agent Management

Wallboard Management PC Wallboards

Queue Management

Real-Time Tracking & Analysis

Standard Report Templates

Real-Time System Management

Campaign Manager IVR Queue Management & Recording

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IP Office Conferencing

London Office Purchasing Manager

VoiceMail Pro New York Office ISDN T1 / E1 / IP Supplier

Sales Director

Home Worker Mobile Worker

Self-serve meet-me conference empowers employees to setup conferences as

and when required

Full-featured service with a host of controls allow efficient utilization of time Ability to push presentations to participants desktop and encourage collaboration

through web discussions

Supports up to a maximum of 64 parties per conference, or flexible permutations 2009. All rights reserved. 36

Why Avaya in SME

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Avaya, a Global Leader

in Business Communications Applications
100+ years of experience and innovation in our DNA from AT&T to

Lucent Technologies

Owned by Private equity Silver Lake & TPG Capital 17,000 employees in 54 countries Five consecutive years of revenue growth and Profitability

4,000+ Developer Connection Partners & Global Alliance Partners

1 million+ customers -- 90% of FORTUNE 500 3,800+ Avaya Labs patents or patent applications
Solutions

customer path, pace and choice

Avaya Customer Value Partners Services

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IP Office Driving Intelligent Communications in SME

Flagship IP Product for Small and Medium Size Enterprises Worldwide

Over 150,000 Systems Installed! Over 4 Million Users Worldwide!

IP Office launched 2002 Deployed in 69 countries Feb 2007: New IP500 platform and

software release 4.0 launched

Dec 2007: Release 4.1 launch
Aug 2008: Release 4.2 launch

Fiscal Year
Shipped so far
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Award-Winning Avaya IP Office

Presented Avaya with 2003 Market Leadership Award for Total Asia Pacific iCRM January 2004

2006 2007 Best Buy January 2009 2008

2004
"CRM Excellence" Award

2006

Best In Test, April 2004

2004

Ranked Avayas SMB IP-PBX #1 overall

February 2004
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IP Office Key Strengths

Specifically designed for the SME market
Not an Enterprise Product squeezed into SME

Scalable & Modular

Purchase only what you need today Easily Expandable to Grow with your business

Converged Platform
Supports Multiple types of end points Analogue, Digital, IP, IPO Applications support all types of endpoints

Mobility Options
VPN Hardphones, Telecommuter, Hot-Desking Mobile Twinning (one-X and Mobile Call Control)

Future Proofed Investment

no need for a forklift upgrade Avayas has an ongoing commitment to feature enhancements on IP Office
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2009. All rights reserved.

2007 Avaya Inc. All rights reserved. Avaya Proprietary & Confidential. Under NDA

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