NOTE TO AVAYA SALES PARTNERS THIS PRESENTATION FOCUSES

NOTE TO AVAYA SALES & PARTNERS • THIS PRESENTATION FOCUSES ON IP OFFICE CONTACT CENTER DELIVERED ON-PREMISE • For Customer Engagement On. Avaya Powered by Google Clo Platform resources please visit https: //sales. avaya. com/en/general/customer-engagementonavaya? view=collateral • Yellow boxes and notes pages provide instructions for use – please remove them before delivering to a customer • Customize this presentation before using it with customers to ensure the content addresses their specific requirements • Update and presenter information on this slide • Be sure to reference the Notes for talking points and details. W tried to keep the slides as uncluttered as possible. Avaya IP Office Contact Center Customer Presentation 27 April 2015

Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Customer Engagement Security © 2015 Avaya Inc. All rights reserved. Team Engagement Networking 2

The Evolution of Customer Engagement WEB CHAT INTERNET SELF-SERVICE BUY MORE from companies that make it easy to do business 1 Millennials will stop doing business with a company after one bad experience 2 TWITTER, FACEBOOK PHONE STORE say they constantly change how they deal with organizations 9 of 10 consumers want support while online % using channel to communicate with organizations © 2015 Avaya Inc. All rights reserved. 3

Contact Center Priorities What is your single, most important contact center need? 52% Inbound Customer Service 31% Inbound Sales 15% Outbound Sales © 2015 Avaya Inc. All rights reserved. Tech Buyer Perceptions, Avaya Midmarket Technology Study, February 2014 4

Contact Center Challenges 4 Customers are wanting to communicate on their terms 4 Customers often need to repeat themselves once answered 4 Customers are reporting bad service with agents 4 Agents are not productive during quiet times 4 Losing sales as callers are dropping before we answer © 2015 Avaya Inc. All rights reserved. Resolution 4 Incorporate email and web chat as part of the contact center strategy 4 Eliminate/reduce transfers 4 Detailed call reports and call recordings on every agent 4 Use agent ‘idle time’ to proactively make outbound sales/collection calls 4 Identify peaks and balance agents between groups 4 IVR to offer self service 5

Avaya IP Office Contact Center Overview 4 Customers with up to 3000* employees & up to 250 agents 4 Deployed as a single site or across up to 150 nodes 4 Agents in the office or remote agents 4 Centrally managed 4 Available on-premise or hosted via Customer Engagement On. Avaya. TM Powered by Google Cloud Platform *Select Edition supports up to 3000 users © 2015 Avaya Inc. All rights reserved. 6

Avaya IP Office Contact Center Capabilities Resolution with Avaya IP Office Contact Center Multichannel 4 include email, web chat and voice Skills based routing 4 Eliminate transfers Call recording/Call reports 4 Eliminate conflicts, improve agent/customer interactions, measure agent performance Outbound dialing 4 Use agent ‘down time’ to automatically make outbound calls Real time reports 4 Monitor wait times - move agents between groups ‘on the fly’ IVR 4 Offer self service to free up agent time © 2015 Avaya Inc. All rights reserved. 7

What’s New with IP Office Contact Center 4 Availability as thin client enables organizations to be up and running faster 4 OPEX deployments via Customer Engagement On. Avaya. TM Powered by Google Cloud Platform* 4 Support for Web. RTC softphones * Customer Engagement On. Avaya. TM Powered by Google Cloud Platform deployments available in US and English only © 2015 Avaya Inc. All rights reserved. 8

IP Office Contact Center & Customer Engagement On. Avaya Powered by Google Cloud Platform Comparison Overview IP Office Contact Center (On. Premise) Customer Engagement On. Avaya Powered by Google Cloud Platform Delivery model On-premise IP Office Contact Center on IP Office Avaya branded and hosted IP Office & IP Office Contact Center, delivered on Google Cloud Platform Client Thick Windows client for PC & Thin Chrome Client for Chrome devices Thin Chrome client on Chrome devices User Interface UI for IP Office Contact Center has not changed. UI for thin Chrome client built specifically for Chrome OS UI built specifically for Chrome OS Agent Capacity (min to max) 5 -250 agents 10 -250 agents Capabilities Voice, Multichannel, Skills-based Routing, Call Recording, Real-time & Historical Reporting, Outbound Dialing, IVR Voice (Multichannel roadmapped), Skillsbased Routing, Call Recording, Real-time & Historical Reporting, Outbound Dialing, IVR Endpoints Avaya 96 xx/14 xx/95 xx Phones, Headsets, Windows Communicator 2. 0. 3+ Avaya IP 96 x 1 IP Phones, Headsets, Support for Web. RTC softphone Availability & Localization • • Global English only © 2015 Avaya Inc. All rights reserved. US only English only 9

Avaya IP Office Multichannel Contact Center Customers and Prospect Contact Center Resources Agent Groups Voice Email Web Chat Agent Universal Queue Media-specific Skills-based routing External Destination Waiting Announcements IVR Outbound Dialer © 2015 Avaya Inc. All rights reserved. 10

Solving Business Challenges with a Multichannel Contact Center Inbound Calls 4 Route callers to most able agent Outbound Calling 4 Collections 4 Optimize agent skills 4 Appointment and late payment reminders 4 Prioritize callers 4 Special offers Boost Customer Experience and Satisfaction Improve Agent Occupancy and Increase Revenues © 2015 Avaya Inc. All rights reserved. Email 4 Offload non-critical inquiries to email 4 Keyword routing 4 Auto responses Provide Fast Responses to Email Inquiries Chat 4 Push urls 4 Assist with online shopping 4 Product and services support Increase Sales/Support Efficiency 11

Skills Based Routing 4 Reduce or eliminate transfers 4 Delivers optimum customer experience to your customers 4 Set your agent skill levels based on: – – Product expertise Spoken languages Availability History Routing based on: 4 Dialed Number 4 IVR 4 Calling number 4 Auto attendant © 2015 Avaya Inc. All rights reserved. ü Unlimited skills § System § Per agent ü Assign % skill level § Topic § Per agent Best agent to handle call Backup agents or alternative 12

Call Recording 4 Eliminate conflicts - the ‘he said, she said’ syndrome 4 Monitor and improve agent to customer interaction 4 Record – Every agent call – Random selection – ‘Now’ with the press of a button 4 Quickly and easily search and replay – Agent number – Called/Calling number – Date, time etc © 2015 Avaya Inc. All rights reserved. 13

Call Reporting 4 Customizable real time and historical reports – Scheduled, instantaneous 4 Threshold alarms – Calls waiting, lost calls 4 Powerful, customizable agent desktop – Multichannel view – voice, email web chat – Telephony control – Works with almost any phone © 2015 Avaya Inc. All rights reserved. 14

Outbound Dialing 4 Increase sales revenue – Advertising campaigns – Upsell opportunities, post sale 4 Improved agent efficiency – Automatically start outbound tasks on decreased workload – Reduce/eliminate misdials 4 Better prepared agents – ‘Preview’ customer information before placing call © 2015 Avaya Inc. All rights reserved. 15

Self Service 4 Provide customer self service anytime - anywhere 4 Reduce agent ‘live’ time, free up for important voice calls 4 Integrate to ODBC database for information playback ü 99 simultaneous sessions ü Intuitive Graphical Script editor § Fast creation and editing 4 Provide comprehensive self service – Add speech recognition and text to speech as an option © 2015 Avaya Inc. All rights reserved. 16

Gartner Magic Quadrant for Contact Center Infrastructure Worldwide Drew Kraus, Steve Blood, Sorell Slaymaker May 18, 2015 Full report is available at http: //www. gartner. com/reprints/avaya-v 11? id=12 GHA 3 WB&ct=150527&st=sb This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Avaya. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. © 2015 Avaya Inc. All rights reserved. 17

Avaya Midmarket Collaboration Solution Simple, Powerful & Affordable Contact Center 4 Multichannel 4 Skills based routing Unified Communications 4 Call recording and reporting 4 Broadest endpoint support 4 Security Most flexible deployments 4 Helps protect SIP 4 Rich UC feature set trunks Collaboration 4 Room, desktop, mobile 4 Supports 3 rd party Mobility devices 4 Simple, affordable 4 Conference control Networking 4 User presence 4 Automated 4 Wi. Fi/3 G/4 G connectivity provisioning 4 Increases remote endpoint security 4 Rich feature set 4 Active packet inspection 450% lower TCO © 2015 Avaya Inc. All rights reserved. 18