Ip Office r11 Overview Update 20180110 Em2

MIDMARKET SOLUTIONSWHAT'S NEW © © 2016 2018 Avaya Avaya Inc. Inc. All All right rightsreserved reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. TODAY’S AGENDA  Business recap  IP Office in the Cloud  IP Office R11  Avaya Equinox™  Endpoints  IP Office Contact Center 11  Avaya Workforce Optimization Select  Where to find it © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 2 TRENDS DRIVING AVAYA MIDMARKET STRATEGY New Customers Heavy focus on Rise of the With Demanding Needs Customer Experience Mobile Workforce  Cloud deployment  Customer Satisfaction  Work from anywhere  Improving efficiency  Multichannel experience  Seamless customer experience  Decrease cost  Outcome Driven  BYOD  Application integration  Contextual experience  Secured  Simple management  Optimize for mobile customer  Controlled costs With Communications Your Way © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 3 BUSINESS TRANSFORMATION Add Add Customer Seasonal Cloud Employees Mobility Experience Workforce Economics Add multiple Add Remote Hosted Ease of doing On-Prem Hybrid locations Integrations Workforce Business Apps Business CEO IT Buyers LOB Buyers  Grow my business  Easy Hybrid Delivery  Increase customer sat, options Improve CX  Save me money  Integrate with/reuse what  Show me how to use it,  Future proof I have not how to build it  Improve productivity  Add mobility securely  Time to market © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 4 GOOD CUSTOMER EXPERIENCE DRIVES POSITIVE BUSINESS OUTCOMES Increased Productivity Enhanced Innovation When organizations successfully  Higher productivity increases  Engaged employees bring out efficiency creative ideas engage their customers and their employees, they experience a  Improves the customer  Increased innovation drives experience new ideas and future growth Cost Reduction Higher Retention 240% boost in performance-related  Remote employees reduce  Highly engaged employees business outcomes compared to real estate = higher retention are less likely to leave an organization with neither engaged employees nor  Reduce maintenance,  Higher retention reduces engaged customers* increase uptime costs & maintains institutional knowledge  CapEx or OpEx – your choice *Gallup: State of the American Workforce Report 2014 © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 5 TEAM ENGAGEMENT Unifies communication: Helps people work from Connects you with your anywhere: customers:  Call handling, messaging,  Seamlessly integrate with  Uses the channel they conferencing, presence, your mobile, find me / prefer – voice, SMS, web IM, and much more follow me chat, email, fax Same software, same user experience, same great solution however you deploy - on premise, via the cloud or hybrid © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 6 IP OFFICE PREMISE MAPPED FROM SMALL TO MIDMARKET UC w/ HA Select UC Preferred Edition Server Edition Telephony Essential Edition Basic Key System Basic Edition Sub 30 users 31-100 users 101-500 users 501-3k users (Lower MM) (Upper MM) Easy, Scalable Growth © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 7 IP OFFICE CLOUD – COMPLETE SOLUTION UC w/ HA UC IP Office in the Cloud Telephony Basic Key System Sub 30 users 31-100 users 101-500 users 501-3k users (Lower MM) (Upper MM) Easy, Scalable Growth © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 8 SUPPORTS FULL TEAM & CUSTOMER ENGAGEMENT SOLUTIONS – HOWEVER DEPLOYED Customer Engagement Team Engagement  IP Office Contact Center  IP Office Web collaboration  Avaya Contact Center Select  High capacity audio conference  Workforce Optimization  Scopia UC, Mobility and Security Voice Mobility  Avaya one-X® Mobile  Avaya SBCE Appliance, Virtualized,  Avaya Communicator for Web Cloud, Hybrid © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 9 IP OFFICE - A MARKET LEADING POSITION  Proven and award winning - 600,000 systems, 23 million users globally  Scalability – 5 to 3000 users, connect 150 locations  Full stack – IPT to UC to cordless to Mobility to location services to Contact Center to WFO to Networking to Video collaboration  Net Promoter Score (NPS) 77 - 8% • The leader in SME Telephony Systems at increase y/y best in class 23.1% share (1) • Gartner Magic Quadrant, Midsize Enterprise  Global partner network UC – NA – 2015/16 Sources: [1] Dell’Oro Group © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 10 MIDMARKET SOLUTIONS R10.1 R11.0 Deployment, simplified installation, easier management Innovation in the Cloud and Midmarket, delivering greater integrating customer business applications resilience, security and value through a wide range of endpoints, and fully integrated, easy to use, resilient  Integrated Contact Reporter (ICR) desktop and mobile clients.  Media Manager  COM:  Media Manager Phase 2  DECT Cordless Cloud Operations  Scopia Interop Manager  DECT Scalability  Web services APIs for CTI, Administration and System  Equinox™  SIP Trunk Line Selection Monitoring  IP Office Web client  Installation Wizards  Additional Hypervisor support  WebRTC HA  Support for J169 and J179  Continued focus: improvements series IP Phones  Simplicity  Integrated Contact  Vantage Basic Reporter Phase 2  Quality © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 11 AVAYA EQUINOX™  Top of Mind Home Screen – Next Meetings (Local Calendar or Exchange Web Services / Office 365) – Local Call History – Messages – Start Meetings / Launch Spaces Dashboard  Top of Mind “Lite” Option for Mobile  IP Office Directory / local Contacts  Messages – via ZangTM Spaces  Presence – via IP Office Server  Local Call History  Dial-Pad, Re-Dial  Desktop Integration – Outlook / Browsers © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 12 AVAYA VANTAGE  Vantage Basic support with IP Office R11  All-glass device  Optional Integrated HD camera w/ privacy shutter  Wide-band audio hands free speakerphone  Analog or Bluetooth* connected headsets – Bidirectional signaling support on analog headset jack  Cordless (Bluetooth) or wired handset – Connected using modular base station  Android OS – Google Market – Android certified by Google © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 13 IP OFFICE CLIENTS: J169 / J179  The Avaya J169 IP Phone is targeted at medium-volume users that need the full range of telephony features.  The Avaya J179 IP Phone is targeted at professionals / sales people / call center – medium / high volume users who rely on the full range of telephony / productivity / collaboration features.  Both phones support the new JBM24 button module.  The J179 phone also supports optional J100 wireless module as well as Bluetooth headset capability. © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 14 IP OFFICE INTEGRATED CONTACT REPORTER Smaller businesses with simple call center requirements  Small, informal hunt group based contact center capability native to IP Office  Up to 25 active agents / 5 active supervisors managing inbound voice calls  Web based UI for supervisor real time and historical reporting, as well as agent call control  R11 improves real time reporting – easier for ICR users to understand queue and wait time status  Export of historical reports to Excel is added with R11, as is support of custom logo  R11 expands support to add (i) inbound internal as well as inbound external calls and (ii) support of SCN deployments © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 15 IP OFFICE MEDIA MANAGER  Native voice call recording solution introduced with IP Office 10.1  Web based, cloud aware (Google Drive storage)  Integrated OAM via IP Office Web Manager  Search, replay and archiving of recordings  Support of multiple browsers (Chrome, FF, IE)  Existing Contact Recorder customers are migrated to Media Manager as part of R11 upgrade  R11 also improves search capabilities for both Administrator and User (Web Self Admin) © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 16 DEPLOYMENT AND INTEGRATION OPEN APIs HYPERVISORS Centralized CTI API Microsoft Hyper-V No longer be limited to nodal AMI (Amazon Machine Image) deployments KVM (Kernel-based Virtual Machine) Service Monitor API VMWARE ESXi 6.5 Allow partners develop applications to proactively monitor the health of customer systems  Management API Intended particularly for the hospitality environment © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 17 IPO 11.0 / MM CLOUD 3.0 FEATURE SET  Cloud Operations Manager - Multi-customer management  Equinox client (Phase 1)  Vantage Basic  Integrated Contact Reporter (Phase 2)  Media Manager (Phase 2)  IP Office Web Client  WebRTC HA improvements  Wizard based configuration: simplification  J169 & J179 IP Phones  SIP Trunk Line Selection  DECT Scalability  UC Quality improvements © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 18 MIDMARKET SOLUTIONS EVOLUTION Investments in deployment, simplified installation, easier management integrating customer business applications R10.1 R11.0 Future  Integrated Contact Reporter Equinox™ client  Continued investment in cloud (ICR) deployments J169 & J179  Media Manager  New SIP system phones  Web services APIs for CTI, Vantage Basic  Continue to streamline clients Administration and System Monitoring Cloud Operations  Equinox Cloud Manager (COM)  Additional Hypervisor support  Contact Center UI Enhancements to ICR  Expand cloud storage  Continued focus: (CC/Recording etc)  Simplicity WebRTC HA  Quality improvements  Vantage © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 19 AVAYA IP OFFICE CONTACT CENTER OVERVIEW  For customers with up to 3,000* employees and up to 250 agents  Deployed as a single site or across up to 150 nodes  Ideal for agents in the office or remotely  Centrally managed  Available in English, French, German, Spanish, Italian, Russian and Brazilian Portuguese  Available on-premise or via the Cloud *Select Edition supports up to 3,000 users © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 20 AVAYA IP OFFICE CONTACT CENTER A simple and robust multichannel contact center application Skills-based Routing Integrated Multichannel Route customer inquiries to agents who Customer Contact are best qualified to handle them, based on Voice, Email and web chat. channel, expertise, and past experience with a particular inquiry or customer. Telemarketing and Outbound Real-Time and Historical Reporting Campaigns Online monitoring delivers real-time information Productively use agent ‘down time’ and more than 30 out-of-the-box reports help to automatically make outbound calls you identify, measure and pursue improvement to customers and prospects. opportunities. Interactive Voice Response Easy CRM Integration Make announcements and offer self Personalize customer engagements and service to answer “simple” inquiries streamline the customer journey with simplified and free agents to address tougher integration to CRM packages like Salesforce inquiries. and SAP. © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 21 IP OFFICE CONTACT CENTER EVOLUTION Investments in ease of use, Cloud, market expansion and business partner and customer value R10.0 (Nov. 2016) R10.1 (June 2017) Future  Out-of-the-box call flow and IVR Thin client localization  Avaya WFO Select integration templates expansion for Brazilian  SMS and social channel support  Refreshed HTML5 report viewer Portuguese, Spanish, with 30 out-of-the box reports  Microsoft Dynamics and Zendesk German, French and CRM connectors  Original queue position Italian  Wizard-based call flow templates  Resiliency Web chat and email  Usability and reporting  Support for IPOCC OVA on enhancements improvements VMware ESXi 6.0 and HA  Mobile  Web administration enhancements  Cloud/platform improvements © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 22 AVAYA WORKFORCE OPTIMIZATION SELECT Enterprise WFO capabilities at a price made for midsize business budgets • REC Connect Avaya Workforce Optimization Select Workforce to IP Office Contact Center to get: Management Contact Recording  Voice and screen recordings Coaching &  Live monitoring e-Learning  Quality management Live  Performance management Monitoring  Agent coaching and e-Learning AAC C Performance Quality  Workforce management Management Management * Industry © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 23 Compliance AVAYA WORKFORCE OPTIMIZATION SELECT FOR AVAYA OCEANA INTEGRATION WITH AGENT WORKSPACES  On-demand recording control – ability to start / stop recording, pause / resume recordings  Search and playback calls  All features controlled by permissions and enabled based on agent state (ready, on break etc.)  Alerts, reports and notifications  View, own and appeal evaluations  Take learning courses © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 24 AVAYA WORKFORCE OPTIMIZATION SELECT FOR AVAYA OCEANA INTEGRATION WITH SUPERVISOR WORKSPACES  Live monitoring – listen to calls, watch agent desktop, tag interactions, on- demand recording etc.  Call playback – search for calls, playback, add comments / tags  Alerts, reports and notifications  View and perform evaluations  Assign learning courses © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 25 AVAYA WFO SELECT EVOLUTION Investments in Oceana integration, performance enhancements and additional business modules R5.0.2 (March 2017) R5.1 (July 2017) Future CY18 Oceana Workspaces Performance Post call survey integration with Avaya Management Analyze WFO Select API module Speech analytics  Provisioning sync POM Mobile application  Single sign-on Multi-tenancy Enterprise Edition enhancements packaging  IP Office 10 Active API/DevLink 3 CEC updates © 2018 Avaya Inc. All rights reserved. Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy. 26