2013 Avaya Inc All rights reserved February 26

Methods to Optimize Your Customer Experience Roxanne Burkey Director, Technical Solutions Marketing Avaya #Avaya.

Delight Your Customer! • Total Customer Interaction Enablement • Contact anywhere, anytime, anyway • Rich Customer Experience • Case studies • Performance Management • Optimize customer, agent, management experience • Professional Services • Key Learning / Summary • Additional Information / Resources © 2013 Avaya Inc. All rights reserved 3 February 26 -28, 2013 | Orlando, FL

Today’s Customer Service and Sales Reality Increasing Economic Pressures Changing Patterns of Customer Service Increasing Customer Expectations Increasing Competitive Pressures © 2013 Avaya Inc. All rights reserved 4 February 26 -28, 2013 | Orlando, FL

How Will You Keep Pace? Do I appreciate the impact customer experience could have on my organization’s brand? How do I ensure that I constantly improve the customer experience? Will my current technology enable the growth that I need? Is my customer experience strategy aligned to my processes, people, culture? Can I deliver a sustainable, growing ROI from my customer experience investment? Does my current Customer Experience Strategy improve Net Promoter Scores and Customer Lifetime Value? © 2013 Avaya Inc. All rights reserved 5 February 26 -28, 2013 | Orlando, FL

The Avaya Customer Experience Framework Actionable Insights. Better Engagement. Superior Results. EXPERIENCE Enterprise wide 1: 1 Matching of Customers to Resources using Contextual Engagement Awareness PERFORMANCE Actionable Insight End to End, Scalable, Real Time Business Intelligence and Insight MANAGEMENT Engagement Streamlined, Simplified, Business Driven Management Right Media, Right INTERACTION Time Customer Connected, Intelligent, Persistent DESIGN Seamless, Connected Customer Experience Awareness Persistent Conversation Preserve Existing Investments © 2013 Avaya Inc. All rights reserved Leverage Common, Open, Connected Platform Layer on New Capabilities 6 Connect to Avaya, Third Party and Competitive Solutions February 26 -28, 2013 | Orlando, FL

Customer Interaction Enablement • Blended Customer Interactions • Voice, e. Mail, SMS, Web Chat, Social Media, etc • Agent Enablement • Tools, business processes, ability, etc. • Proactive Outreach • How and when to reach out • Connecting with backend data systems • Customer history, preferences, status, etc. © 2013 Avaya Inc. All rights reserved 7 February 26 -28, 2013 | Orlando, FL

Avaya Customer Experience Framework Integrated Connected to a Larger Ecosystem Outsourcers Supply Chain Devices EXPERIENCE MANAGEMENT PERFORMANCE AND ANALYTICS Your Customers MANAGEMENT DESIGN INTERACTION Business Applications Business Processes Contact Center Collaboration Framework Enterprise Resources Networking Equipment Open Framework to Connect with Avaya, Third Party and Competitive Solutions © 2013 Avaya Inc. All rights reserved 8 February 26 -28, 2013 | Orlando, FL

Proven Business Impact Provide Exceptional Service at a Lower Cost and Better Margins For Your Customers For Your Business For Your Employees 4 Anytime, anywhere, any channel 4 More personalized experience 4 Reduced waiting and transfers 4 Improved first contact resolution 4 Differentiated brand 4 Better Net Promoter Score 4 Lower costs, increased revenue, improved profitability 4 Flexible architecture while managing business complexity 4 Positive, productive work environment 4 Right information and resources to work effectively 4 Opportunities to collaborate 4 Flexibility and empowerment Customer Satisfaction Customer Lifetime Value 99% of customers report very courteous service Increased sales 20%, improved customer satisfaction © 2013 Avaya Inc. All rights reserved 9 Staff Retention 160% ROI. . . Lower attrition, increasing productivity February 26 -28, 2013 | Orlando, FL

Richer Customer Interactions Create Frictionless Service, Make Life Easy, to Differentiate Technical Support Type of Issue © 2013 Avaya Inc. All rights reserved Basic Troubleshooting Description of Problem 10 February 26 -28, 2013 | Orlando, FL

Why Avaya for Customer Experience Management? Expertise and Best Practice Positive Impact on Business Results Proven, Reliable Solutions for Today and Tomorrow © 2013 Avaya Inc. All rights reserved • #1 market share globally (36%), leader in Gartner Contact Center Magic Quadrant 1 • J. D. Power and Associates “Excellence in customer service and support” fourth consecutive year 2 • Global partner ecosystem of industry and application development specialists, backed by Avaya • • 97% of customers experiencing First Contact Resolution 3 84% of customers satisfied with service 4 3 x improvement in sales 5 Customer service ratings increase average of 28% with Avaya 6 • Solution to address current requirements and future growth • Proven business transformation methodology • Avaya commitment: “Your Path, Your Pace, Your Choice” • Mission-critical reliability so you can sleep at night 11 February 26 -28, 2013 | Orlando, FL

Imagine… Creating a Whole New Customer Experience… For Each Customer, Every Time Right Media, Right Time Enterprise wide Engagement Actionable Insight From Simple “Reaction” …to Proactive, Dynamic, Personalized Experience From Silo’d Interactions… …to Connected, Aligned Resources, Functions, and Processes From Basic Understanding… …to Knowing Preferences, Value, Current Situation. . . and Acting on It © 2013 Avaya Inc. All rights reserved 12 February 26 -28, 2013 | Orlando, FL

Performance Management • Agent resource management for a Contact Center • Avaya Workforce Optimization • Real-time reporting for empowered agents • Real-time Speech Analytics to measure customer interactions • Why is this valuable? • Historical metrics and analytics • Integrated metrics for all contact types • Measurement for Agent/Representative efficiency © 2013 Avaya Inc. All rights reserved 13 February 26 -28, 2013 | Orlando, FL

Avaya Aura® Workforce Optimization Components Desktop & Process Analytics Speech Analytics Customer Feedback Enterprise Value Performance Management e. Learning & Coaching WFM Quality Monitoring PCI Pause & Resume Encryption Voice & Screen Recording Compliance & Liability Operations Centric Customer Centric Performance Optimisation Contact Center Maturity © 2013 Avaya Inc. All rights reserved 14 February 26 -28, 2013 | Orlando, FL

Customer Case Study: IT Navigator Reduce Agent Turnover with Improved Job Satisfaction “We have been able to make productive changes within our own CRM system and develop more efficient internal processes because we are able to recognize tools that our agents may be lacking. ” — Arik Shtilman, Vice President of Marketing and Business Development, IT Navigator Business Challenge • Ability to Document and Meet Tight SLAs • Monitor quality and continuously = improve • Optimize workforce scheduling © 2013 Avaya Inc. All rights reserved Solution • Workforce Optimization Including: • Call recording and = quality monitoring • Workforce forecasting and scheduling 15 Impact • 30% reduction in new agent training time • 20% savings in workforce time by = effective agent scheduling • $100, 000 annual savings in penalties February 26 -28, 2013 | Orlando, FL

Avaya Speech Analytics Can Help Your Business Improve operational efficiency © 2013 Avaya Inc. All rights reserved Identify new revenue opportunities 16 Address regulatory or policy compliance February 26 -28, 2013 | Orlando, FL

Delivering End-to-End Analytics Self-Service Experience Cradle Customer – Agent Interactions Agent Behavior Routing Flow Effectiveness Customer Experience + Interaction Content (the speech) Grave Gain greater insight and improve user experience end-toend by combining analysis across all these activities © 2013 Avaya Inc. All rights reserved 17 February 26 -28, 2013 | Orlando, FL

Improve Quality Control Regulatory Compliance Financial Services Provider Key Business Issues • Complaints re: PPI escalate to regulatory body • Customer churn high Analytics Insights ROI • Customer churn rates reduced from 20% to • Complaint handling 15% skills are poor • Cost of discovery reduced • Agent adherence • Combined ROI: $548 K © 2013 Avaya Inc. All rights reserved 18 February 26 -28, 2013 | Orlando, FL

Avaya Aura® Performance Center Architecture Built on Best-In-Class Infrastructure Avaya Performance Foundation • • • Business Intelligence Engine Data Warehouse Historical Data Import Real-Time Data Input Extract Transform Load (ETL) Avaya Performance Analytics • • Speech Analytics Contact Flow Analytics First Call Resolution Agent Interaction Analytics Avaya Performance Reporting • • • Unified Historical Reporting Unified Real-Time Reporting Report Designer NDA / CONFIDENTIAL ONLY © 2013 Avaya Inc. All rights reserved February 26 -28, 2013 | Orlando, FL

Contact Analyzer © 2013 Avaya Inc. All rights reserved February 26 -28, 2013 |

Avaya Aura® Performance Center Evolution CMS Complement Unified Reporting Evolution Unification Integration Consolidation Analytics • Enterprise-wide CMS Historical • High Availability • Multi-Host • Speech • Cradle-to-Grave • Dynamic Routing • Self-Service • Assisted Service • Experience Management • Cross portfolio Avaya contact center solutions • Full Multi-tenancy • Broader 3 rd party integration • External feeds via web-services and ODBC/JDBC Enterprise-Wide CMS Real-Time • Contact Flow First Call Resolution Agent Interaction Unified Reporting and Analytics Platform Voice | Dynamic Routing | Self Service | Web | Mobile | Social | Video | WFO APC 7. 0 © 2013 Avaya Inc. All rights reserved 7. 1 Future February 26 -28, 2013 | Orlando, FL

AAPC Source Adoption APC Real-Time Dashboards WFO RT AIC Real-Time Notifications POM AACC OBIEE Real-Time Event Processing PC Analytics Historical Enterprise Reporting Platform Reports EDW AAEP ELITE AAEM CMS ECH IQ Data Import Historical Feed Data Sources © 2013 Avaya Inc. All rights reserved Service Bus Data Grid February 26 -28, 2013 | Orlando, FL

Avaya Aura® Performance Center End State Vision Report user view • Access all reporting and analytics from one place, for all report users Performance Center User Workspace • A consistent user experience, tailored to the needs of each user Performance Management Applications Adaptive Contact Center Performance Center Platform • Alerts & notifications to agents, supervisors, managers, & key stakeholders Source Applications © 2013 Avaya Inc. All rights reserved • Performance KPIs for resource selection and work assignment 23 February 26 -28, 2013 | Orlando, FL

Customer Case Study: Thompson CAT Improved reporting both real time and historical “Avaya IQ has opened up a whole new dimension of improvement for us. . . with powerful tools to identify problem areas, deploy measures for improvement, and track our progress. ” — JJ Lay, Six Sigma manager Thompson CAT Business Challenge • Disparate phone sytems • Wasted time for agents and their = customers • Improve customer service • Improve company image © 2013 Avaya Inc. All rights reserved Solution • Avaya Call Center • Avaya IQ = 24 Impact • Immediately identified problem areas, make steps toward improvement = • Improved Agent productivity and performance • Enhanced customer experience February 26 -28, 2013 | Orlando, FL

Ensuring Value Delivery & Success Avaya Professional Services An end-to-end approach, with support in all key areas, including: • Program and project management • On-site pre-implementation and implementation support • Product training/knowledge transfer • Remote support • Application development • General customer support © 2013 Avaya Inc. All rights reserved 25 February 26 -28, 2013 | Orlando, FL

Key Learnings/Summary • Delighting your Customer is possible with integrated Avaya Contact Center Solutions • Enabling Customer contact anytime, anywhere, and anyway they wish • Insuring your representatives are trained in more that just voice interactions. • Be prepared to measure performance, analyze current interactions and adapt to changes required by customers and your business © 2013 Avaya Inc. All rights reserved 26 February 26 -28, 2013 | Orlando, FL

Our Promise Delivering Tomorrow’s Experience Today Innovative, Market-Leading Ideas Proven and Reliable Solutions Business Results-Driven Focus Your Path, Your Pace, Your Choice © 2013 Avaya Inc. All rights reserved 27 February 26 -28, 2013 | Orlando, FL

Thank you! #Avaya. ATF © 2013 Avaya Inc. All rights reserved 28 February 26

Resources • “Managing” a winning strategy link: http: //www. avaya. com/usa/resources/type--videos/page--5/ • Compelling Contact Center & SIP story: http: //www. avaya. com/usa/resources/type--videos/ • Midsized Contact Center Link: http: //www. avaya. com/usa/solution/offer/customer-experiencemanagement-for-midsize-contact-center • VUPS video customer spotlight: • http: //www. avaya. com/usa/Video. Player. Popup. aspx? Current. Path=/ master-usa/en-us/resource/assets/videos/cb_vups. flv © 2013 Avaya Inc. All rights reserved 29 February 26 -28, 2013 | Orlando, FL

Definitions • Business Issue(s) - What customers need to address and resolve to achieve their business objectives which is increased levels of profitability • Problem - The difficulties that prevent them from being able to satisfactorily deal with or resolve their business issues • Solution- The capabilities that any vendor needs to provide to enable the customer to properly address their business issues (key differentiators that are tied to problems) • Value - The only thing that matters is the customer's perception of the value of being able to resolve their business issues and it is always a combination of tangible and intangible components. • Power (the target buyers) - Understanding of and access to who can say yes or no to the decision. • Plan - the actions / steps required to solve the Business Issue © 2013 Avaya Inc. All rights reserved 30 February 26 -28, 2013 | Orlando, FL