Unified Communication Answering the Question What is a

Unified Communication Answering the Question: “What is a great application for IP Telephony? ” Marty Parker Avaya Inc. Copyright© 2002 Avaya Inc. All rights reserved

Unified (IP) Communication Topics • • • Customers speak on Unified Communication Gartner Group speaks on Unified Communication Capabilities Leveraging the Internet and IP Telephony Unified Communication evolution 2

Focus groups identified top customer expectations from Unified Communication… • Serve customers more effectively – Improved management of contacts, information and messages • Boost productivity of key talent – Sales, service, executives, managers, knowledge workers are linked more effectively • Increase competitive advantage – Tools which allow key talent to focus attention on the ideas which have the biggest impact on the business Respond With Speed & Quality Focus on the Right Priorities Differentiated Value Stream … And Leverage My Investments * Source: Taylor Group, Unified Communication Value Proposition Global Research, 1 Q 2001 3

The value propositions are supported by analysis of how and where people work … Where They Spend Their Time Mobile Office Remote Office / at the Desk on PC / on the Road or offline / at Home or off-Site Industry* Function Manufacturing; Management; Mobile Executives; 25% 57% 18% Sales personnel; 20% 65% 15% Professional; (e. g. consultant) 60% 28% 12% FIRE; TCU; Who They Are Main Office Manufacturing; FIRE; TCU; Wholesale** Professional Services; FIRE: Finance, Insurance & Real Estate TCU: Transportation; Communication & Utilities * Employee Functions mapped to industries from Labor Statistics ** E. g. High tech distributor Source: Yankee Group 4

Returns on Unified Communication Investment • Management of time, productivity and results – Increased customer satisfaction and loyalty – Unit time per task by speeding processes – Elapsed time per project for results – Employee time, leveraging the knowledge base • Management of cost – The payroll – Paying for knowledge and time -- precious assets! – Facilities and communication costs • Optimizing network usage, rates and charges • Relieving traffic loads into contact centers: – Employee self service – Direct links to customer facing employees – Costs of capital via shortened cycle times • These benefits have great similarity to the benefits of CRM, while extending much more broadly through the enterprise, into the virtual enterprise and supply chain. 5

Gartner’s definition of Unified Communications: Source: “Unified Communication is not Unified Messaging” Spring 2001 6

Gartner’s layered view of Enterprise Portals Source: “Unified Communication is not Unified Messaging” Spring 2001 7

Gartner’s Unified Communication Architecture Source: “Unified Communication is not Unified Messaging” Spring 2001 8

Unified Communication Goals • For highly mobile & collaborative individuals — executives, salespeople and professional specialists — who require continuous interaction with customers, associates and/or partners wherever they work. • Provide users with consistent & seamless access to critical communications tools, business applications, information, and transactions, via their choice of device and voice. • To Deliver new enterprise efficiency resulting in increased productivity and better, faster responsiveness to customers — leveraging current investments. 9

Unified Communication Building Blocks The elements needed for business communication… WEB, WIRELESS & SPEECH ACCESS Message Management Contact & Information Management Calling & Conferencing Management Personal Efficiency Management Near and Non realtime integrated voice, email, fax and video Real-time “any media” conferencing and collaboration Integrated access to directory and databases e. g. Siebel Systems Individually customizable communication rules 10

Typical Customer Deployment An illustration of how Unified Communication can be added… Speech & Telephony Web & Wireless Avaya UCC 1. 1 PSTN Cell Network TDM or IP Telephony Speech Access Server Both Or Singly Wireless Data Networks Web/Wireless Server Local or remote PC Browsers Voice link(s) to PBX Up to 8 voicemail systems per UCC Server IP and IP Telephony Corporate LAN/WAN CTI Links Avaya MM 3400 Avaya DEFINITY/ECLIPS Nortel Meridian Siemens Hi. Com Octel 250/350 Aria Octel 200/300 Serenade Intuity AUDIX MS Exchange Avaya Unified Messenger Existing Communication Capabilities 11 LDAP Directories Other IMAP 4 Email Systems

Using Speech Commands Workers (Remote and Mobile, or Main Office) Can … üView, listen, reply, forward, create, delete, save Manage üRead, reply, forward, list, filter, send Messages üSort by media, sender and type üLaunch voice calls from any phone Initiate Calls üTransfer, Hold, Drop &Conferences üAdd or join a conference üSelective drop for conferences Access ü Hands-free dialing and addressing using contacts from Directories the Outlook directory or the corporate LDAP directory Increase ü Manage Exchange-based contacts, calendar and tasks Efficiency & ü Screen incoming calls, set reminders and change find Accessibility me/reach me contact number 12

Using Wireless Data and Web Features Workers (Remote and Main Office, or Mobile) Can … Manage ü View, listen, reply, forward, create, delete, save Messages ü Sort by media, sender, subject or receipt time üTelephony calling via any phone Initiate Calls üAdd parties for conferencing &Conferences üSpeed dial, hold, transfer, merge, drop üSend all calls, call forwarding Access ü Easy connection to directories to launch calls or Directories initiate conferences from any location Increase ü Efficiency & Accessibility ü 13 Incoming caller ID via “pop up” screen Integration with optional Avaya™ EC 500 Scheduler

Scenario: Having Your Own Speech Assistant “How many messages do I have? ” “Read my urgent email message” “List my appointments” “Schedule an appointment” “Call Mike Preston at his office…Avaya come back” 14 c c

Scenario: Browser and Wireless Data Access 15

Leveraging the Internet and IP Telephony • Standards: Fosters standards-based interoperation – Access to messaging, information, directories, CTI, et al. • Reach: Enables wide-spread access – Supported by important VPN and Security tools • Modularity: Facilitates functional layering – UC Portals, Communication Apps, Infrastructure Servers • Packaging: Produces optimal functional distribution – Browsers, thin clients, gateway servers, central resource • Cost: Accelerates move to software-driven appliances – Maximum value on high volume, low cost appliances 16

Unified Communication: Moving Forward with IP Telephony • IP Telephony will lower configuration costs – E. g. substitute IP links for T-1 network interfaces • Depends on competitive Host Media Processing • Requires development for signaling and signal processing • IP Telephony will increase user functionality – Increased use of IP Softphone and SIP capabilities • Standalone or embedded in applications and portals – Major benefit of 3 G or Wireless Data networks • Concurrent use of browser and conversation functions – Blending with other functions • “Call Sender” of message; “Always On” presence and chat 17

Summary • We are in the emerging stages of Unified Communication – Early adopters can create advantages • The expectations and the benefits are significant – Business processes are driving the needs and solutions • Avaya and others are delivering solutions now – And will evolve these progressively to the future • Unified Communication answers the question: “What is a great application for IP Telephony? ” 18