@ 2020 Avaya, Inc.

All rights reserved

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Avaya IX Workforce
Engagement Public Cloud
Session # 1004
Michael Killeen – Senior Product Manager
mjk@avaya.com

@ 2020 Avaya, Inc. All rights reserved

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Cautionary Note Regarding Forward-Looking Statements
This document contains certain “forward-looking statements.” All statements other than statements of historical fact are “forward-looking” statements for
purposes of the U.S. federal and state securities laws. These statements may be identified by the use of forward looking terminology such as "anticipate,"
"believe," "continue," "could," "estimate," "expect," "intend," "may," "might," “our vision,” "plan," "potential," "preliminary," "predict," "should," "will," or
“would” or the negative thereof or other variations thereof or comparable terminology and include, but are not limited to, expected cash savings and
statements about growth, exchange listing and improved operational metrics. The Company has based these forward-looking statements on its current
expectations, assumptions, estimates and projections. While the Company believes these expectations, assumptions, estimates and projections are reasonable,
such forward-looking statements are only predictions and involve known and unknown risks and uncertainties, many of which are beyond its control. The
factors are discussed in the Company’s Annual Report on Form 10-K filed with the Securities and Exchange Commission (the “SEC”), may cause its actual
results, performance or achievements to differ materially from any future results, performance or achievements expressed or implied by these forward-looking
statements. For a further list and description of such risks and uncertainties, please refer to the Company’s filings with the SEC that are available at
www.sec.gov. The Company cautions you that the list of important factors included in the Company’s SEC filings may not contain all of the material factors that
are important to you. In addition, considering these risks and uncertainties, the matters referred to in the forward-looking statements contained in this report
may not in fact occur. The Company undertakes no obligation to publicly update or revise any forward-looking statement as a result of new information, future
events or otherwise, except as otherwise required by law.”

@ 2020 Avaya, Inc. All rights reserved

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Avaya IX WE Cloud
Agenda
• IX Workforce Engagement 15.2 Overview
• Cloud Solution Overview
• Service Packages
• Technical Overview
• Reference Material

@ 2020 Avaya, Inc. All rights reserved

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 IX Workforce
Engagement 15.2
Overview

@ 2020 Avaya, Inc. All rights reserved

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 Avaya IX Workforce Engagement
Fully Unified, Best of Breed and Market Leading

Call and
Screen
Recording
Complete,
Speech Quality
Integrated Analytics Management
Suite

Avaya
Enterprise-Wide Desktop Workforce Performance
Customer and Process Engagement Management
Engagement Analytics Scorecards

Actionable Customer E-Learning

Insights Feedback and Coaching

Workforce
Management

@ 2020 Avaya, Inc. All rights reserved

To achieve even greater customer experience gains, a workforce engagement management solution
should be at the top of your list. A leading WEM solution will enable you to get a deeper, more
meaningful look at customer interactions and their impact on both the customer experience and
employees. The ability to capture, analyze and then act-on customer interaction intelligence will kick
start your customer experience initiatives into a higher gear.
The Avaya Workforce Engagement Management suite consists of applications that operate on a
unified platform, employ a common user interface and use a single database for:
• Call and Screen Recording
• Quality Management
• Customer Feedback
• Agent Coaching and eLearning
• Speech Analytics
• Desktop and Process Analytics
• Performance Management Scorecards
• Workforce Management for Forecasting and Scheduling Staff
 Call Recording

Full time enterprise call

recording, tagging and archiving
Quickly search and extract
actionable intelligence
Get alerts based on call
disposition thresholds
Understand why customers
are calling using content-driven
dashboards and reporting
Enhance compliance,
reduce liability and improve
customer engagement

@ 2020 Avaya, Inc. All rights reserved

Many organizations record the interactions between their customers and

employees for liability protection, compliance, and quality management purposes.
While these recordings can contain massive amounts of useful information,
extracting actionable intelligence from them quickly can be challenging.

With Avaya Call Recording, you can quickly search, replay, and report on calls by
topic, which can dramatically reduce cost and time required for call reviews. The
solution can even apply multiple tags to a single call — a benefit for long or complex
calls — and provide alerts based on call disposition thresholds.

Content-driven dashboards and intuitive reporting can help you gain a deeper
understanding on why customers are calling, so you can take action.

Because Avaya Call Recording is part of the Avaya Workforce Optimization suite, it
can work seamlessly with other solutions such as Quality Management, Workforce
Management, Speech Analytics and Desktop and Process Analytics to deliver unique
business process workflows that can deliver greater value to your organization.

This full-time, enterprise recording and archiving solution can help you enhance
compliance, reduce liability, and support customer engagement management.

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 Screen Recording

Get a true picture on how well agents use

Web chat, e-mail and other business
applications to serve customers

Undetectable No need for

back-end process programming
captures desktop or deep
activity and keystrokes integration

@ 2020 Avaya, Inc. All rights reserved

Screen recording is not only a critical necessity for internal and external regulatory
compliance and risk management, but it also plays a vital role in analyzing customer
interactions and improving the customer experience that your contact center
delivers.

Avaya Screen Recording is an undetectable back-end process that captures

synchronized voice and desktop screen activity of employee interactions. Screen
Recording is employed in the contact center and in the back-office to capture on-
screen movements of agents and back-office employees so you can gain a true
picture on how well agents and employees are utilizing business applications to
serve customers. Gaining a true picture on how well agents and employees utilize
business applications can help you discover business and process improvement
opportunities that help you increase customer satisfaction, reduce costs, discover
system breakdowns, shorten cycle times and expose unauthorized personal activity
of employees.

Supervisors and managers are able to view the entire customer interaction while
watching/listening to synchronized screen and call recordings so they can gain a

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better understanding of the entire customer journey including service operations,
business application processes and training opportunities.

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 Quality Management

• Automate scoring for some or all questions

on evaluation forms
• Get greater insight and
Help every consistency than random sampling
agent become • Two modes—’automated’ and ‘assisted’—
a superstar empower users to automate at their own pace
through interaction • Shift resources from quality scoring to
evaluations high value activities such as analyzing calls,
coaching and compliance

@ 2020 Avaya, Inc. All rights reserved

Is your quality management program truly effective? If you’re relying on a handful of calls
per agent as the basis for evaluations and decision making, you may be overlooking
important opportunities for improvement — and doing your customers, agents, and
organization a disservice.

Automated Quality Management can automate the entire contact center quality process,
from scoring evaluations to assigning coaching. This innovative solution can automatically
score up to 100 percent of calls across all recorded phone interactions. This offers much
greater insight than you’d receive from a small sample of calls while enabling you to focus
your quality team on other activities that can add greater value to your business, such as
analyzing calls, evaluating compliance, and providing targeted coaching.
Avaya Automated Quality Management empowers your teams to introduce automation at your
own pace. Your teams have the option of autoscoring one or more questions on a limited basis or
autoscoring all of your questions on up to 100 percent of your recorded calls. This flexibility
empowers your organization to absorb the changes associated with automation as you derive its
benefits.

Automated Quality Management includes integrated scorecards and can provide a

seamless, automatic workflow for scoring calls, reporting on and
sharing these metrics, triggering alerts, and viewing the results of coaching sessions to help
resolve skill gaps.

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 Performance
Management
Track, manage, and improve performance
Consolidates data from disparate systems
into actionable KPIs
Advanced scorecards display employee performance
Identify high and low performers
Quickly drill down on best and worst calls
Automatically trigger coaching lessons when
performance scores fall below set thresholds

@ 2020 Avaya, Inc. All rights reserved

Many organizations struggle with managing and improving employee performance

in the areas of their enterprise that interact with customers. With a plethora of
systems and data in their contact centers, back-office, and branch operations, it’s
easy for managers to become inundated with data — although very little of it may
be directly actionable.

Avaya Performance Management can capture and aggregate data across multiple
systems while providing a single, standardized framework for efficiently tracking,
managing, and improving individual, team, and organizational performance. The
solution provides Scorecards, Coaching, and eLearning capabilities that can work
together synergistically, helping your organization implement a continuous process
for performance management across the areas of the business that impact
customer experience.

With Avaya Performance Management, you can gain insight into what employees
are doing, how effectively they’re performing, and where they excel or need to
sharpen their skills. The solution can even trigger coaching and training sessions to
help them do so.

Using insight from the solution, you can tie the activities of individuals and teams to

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company goals — and adjust training and processes as needed.

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 eLearning and Coaching

eLearning delivers web-based lessons and

training to agent desktops

Coaching provides out-of-the-box workflow for

scheduling and tracking coaching assignments

Incorporate into schedules for optimal

efficiency and prompt resolution
Automatically
schedule, deliver and Report on agent completion stats, scores,
track agent coaching transcripts and adherence to learning breaks

@ 2020 Avaya, Inc. All rights reserved

As part of the integrated solution, Avaya Performance Management also includes:

eLearning - Enables employees and managers to access their eLearning lesson assignments
without ever
leaving their desks. An intuitive, browser-based interface shows the specific coursework
that has been assigned, the
duration and priority of each lesson, and the deadline for completion.
Employees can initiate a learning session with the click of a mouse. Additionally, lessons
can automatically be assigned to employees if their scorecard KPI scores fall outside of set
thresholds and can be assigned directly from Avaya Quality Management. The system
shows a history of courses that have been completed and the scores associated with each
lesson. Supervisors can view course transcripts and run reports, enabling them to assess
the progress and status of training for individual employees.
Coaching - Provides managers with unified functionality and online tools for offering
employees better, more focused guidance on how they can enhance their skills. Coaching
sessions can be triggered automatically when performance scores fall below set thresholds
or directly from Avaya Quality Management during evaluations.
Employee scorecards, policy documents, eLearning lessons, and other relevant materials
can be attached to coaching assignments. This can help supervisors provide attention to
the employees and teams that need it most — and better ensure they spend time
mentoring staff.

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 Workforce
Management
Plan, forecast and schedule employees
to meet service level and cost objectives
Balance shift patterns and service level
goals with employee skills, proficiencies
and preferences
Monitor intra-day trends and adherence
Supports inbound, outbound, blended media,
in-house, outsourced and virtual operations
Develop long-term plans for capacity,
staffing, hiring and vacation

@ 2020 Avaya, Inc. All rights reserved

In today’s contact center, the volume of calls, contacts, and work can be moving targets.
And when you factor in multiple sites, expanded media
options, staff proficiencies and preferences, complex work rules and types, and customer
expectations, the task of forecasting and scheduling can become difficult to manage
without sophisticated analysis.

Avaya Workforce Management can help simplify the complex task of forecasting and
scheduling, even with large numbers of employees, complex scheduling periods, and many
queues and staffing profiles. With Avaya Workforce Management, you can reduce costs by
staffing appropriately to meet your workload, drive business growth and operational
excellence, and improve employee effectiveness and retention.

Since staffing can account for up to 70 percent of your contact center operating costs, it’s
important to schedule and manage employees effectively. Avaya Workforce Management
can measure and leverage the talents and preferences of individuals, align their skills and
proficiencies with your business objectives and customer needs, and produce optimum
schedules.

As a result, you can reduce the risk of overstaffing, minimize overtime, provide employees
with the schedules they actually prefer, identify time-off opportunities, and reduce
shrinkage. What’s more, the solution can automate routine administrative tasks, freeing
supervisors to coach their staff.

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 Speech Analytics

Surface actionable intelligence from thousands,

even millions of recorded calls

Automatically identifies, groups and organizes

words and phrases during spoken calls into trends

Pinpoint cost drivers, trends and opportunities

Improve agent performance, call

handling efficiency and accountability
Reveal non-compliance and fraud

@ 2020 Avaya, Inc. All rights reserved

Competitive advantage often depends on anticipating and addressing market needs faster
than your competition. And few things can tell you more about your business and market
than the voice of your customers.
Avaya Speech Analytics provides advanced functionality that can automatically surface
intelligence from thousands — even millions — of recorded calls, so you can take action
quickly. This next-generation analytics solution can reveal the intelligence essential for
pinpointing cost drivers, trends, and opportunities; identifying strengths and weaknesses
with processes and products; and understanding how your offerings are perceived by the
marketplace.
Avaya Speech Analytics can provide sophisticated conversational analytics to automatically
identify, group, and organize the words and phrases spoken during calls into themes,
helping to reveal rising trends and areas of opportunity or concern. Going beyond merely
isolating words used repeatedly during a specific time period, Avaya’s conversational
analytics can identify and group words that are different, but contextually related to a
particular topic, such as relating overage, minutes of usage, and late charges to “fees.”
With this innovative functionality, you can quickly build categories that reflect current
customer issues and concerns across thousands of calls, helping you take action right away.
You don’t even need to tell Avaya Speech Analytics what to look for — the solution can
identify themes automatically, continually refine them, and add new themes over
time. It’s a practical and powerful way to help business users continually stay on top of
customer perceptions and what’s being said during calls.
Finally Avaya Speech Analytics can be helpful in revealing occurrences of non-compliance and

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fraud across 100 percent of phone interactions.

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 Customer Feedback

Capture the voice of the customer to drive

a differentiated customer experience

Collect, analyze and act on customer

feedback across all channels
Select survey template or build your
own without IT intervention
Get alerts on goals or overall scores
View customer responses, listen to comments
and review last recorded interaction prior
to calling customers back
Link survey results to scorecards, analytics and
reporting

@ 2020 Avaya, Inc. All rights reserved

Customers and employees are some of the best sources of information to help grow your business. But
passively “listening” to them is not enough. To gain the greatest benefit, you need to proactively engage
them and use their input to drive enterprise action and accountability.
Avaya Customer Feedback can help you engage your customers and employees to capture, analyze, track,
and act on their feedback in a closed-loop process across the organization. Designed specifically for business
users, this flexible, scalable solution delivers multichannel surveying for capturing customer input across
telephone, email, web, SMS, and mobile channels.
It’s easy to create surveys — just choose from a selection of industry best-practices templates, import
questions from Microsoft Word, or use the solution’s flexible editor to build your own.
The solution can trigger alerts based on selected criteria, such as low promoter scores, and assign, prioritize,
and monitor cases automatically. This can help you ensure timely responses and balanced workloads,
diagnose issues, collaboratively plan a best course of action, and communicate with customers throughout
the process.
Sometimes survey results prompt even more questions. Why did the customer rate their experience that
way? Why did they leave that comment? What happened during their experience? By linking the recorded
conversation with the survey you are able to go back and replay the interaction and put into context the
reason for the customer’s responses.
Having captured data, you can turn it into actionable results using real-time dashboards, analytics, and
reporting. You can easily aggregate and track data across all surveys, different types of surveys, and various
time periods in a single view. You can even track data by individual customer. This insight can help you unify
disparate approaches, systems, and survey processes to facilitate targeted, informed business decisions. And
you can automatically export survey data via a scheduled file export process, so that it can be imported into
external systems.

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 Desktop and
Process Analytics
Get visibility into employee desktop
activities across different systems,
applications and processes
Improve efficiency, reduce costs and liability
(pause and resume) and enhance the customer
experience
Alert managers when employees are out of
compliance with company or industry standards
Identify successful behaviors of top performers
Reveal hidden capacity and enhance
productivity

@ 2020 Avaya, Inc. All rights reserved

Avaya Desktop and Process Analytics can help address data privacy requirements while
capturing employee desktop activity.
By enabling the processes associated with customer service operations to be tracked,
measured, analyzed, and refined, the solution can help your contact center improve
efficiency, reduce costs and liability, and enhance the overall customer experience.

Avaya Desktop and Process Analytics offers functionality to help centers protect private
information, limit liability, and gain visibility
into non-phone activities by:

• Avoiding the capture of sensitive data.

• Tagging recordings with information to facilitate easy retrieval.
• Identifying agent and system behaviors that do not comply with industry regulations and
company practices.
• Improving productivity by showing how employees use applications and systems to
perform their work.
• Collecting and centralizing the contributions from one or more employees to a particular
work item or case, helping you pinpoint
where processing irregularities may have occurred.
• Identifying issues in calls and corresponding desktop activities, and providing immediate
drill-down to help reveal root cause.
• Detecting flawed processes.

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• Revealing successful behaviors of top performers.

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 Mobile WFO

Native iPhone and Android applications

View
Submit,
View daily and Performance
edit, waitlist,
weekly schedules Management
withdraw,
for individuals Scorecards,
approve and deny
and teams KPIs and related
time off requests
information

@ 2020 Avaya, Inc. All rights reserved

Mobile devices have become an accepted — and even preferred — way for
employees to communicate and perform their jobs. With more and more
organizations adopting “bring your own device” (BYOD) policies in the workplace, it
just makes sense to empower your staff with the ability to manage key aspects of
their jobs directly from their devices.

Mobile WFO is a native mobile application that extends the functionality of Avaya
Workforce Optimization by providing mobile-enabled employees with anytime,
anywhere access to important schedule information, along with capabilities for
requesting schedule changes. Available for Apple iOS and Android-based devices,
this practical solution can enable your organization to:

• Increase employee productivity by enabling staff to view important schedule

information, request time off, swap shifts and days off, and bid for shifts,
regardless of their location or access to a computer and web browser.
• Enhance performance by providing employees quick visibility into their key
performance indicator (KPI) scores, recognizing trends, comparing performance
across KPIs, identifying opportunities for improvement, and taking action to

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 improve.
• Increase employee satisfaction by empowering individuals to use desktop systems,
tablets, and smartphones to execute their most frequently performed activities.
• Extend mobile capabilities to employees without compromising on data security
by preventing private information from app-related interactions from being stored
on the device.

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Cloud Solution
Overview

@ 2020 Avaya, Inc. All rights reserved

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 Cloud Adoption Keeps Expanding

of companies will have some part of their

90% applications or infrastructure in the Cloud
by 2019; the rest expect to follow by 2021

89% of companies use SaaS somewhere

in their IT environment

The average IT environment is increasingly

cloud-based, expanding from roughly half
the environment in the Cloud today to
more than two-thirds in just 18 months

CRM, collaboration, line of business (such

as Contact Center), and mobile apps are
most common SaaS applications

2018 Cloud Computing Survey; IDG Communications, Inc. @ 2020 Avaya, Inc. All rights reserved

Cloud technology is quickly becoming the default at companies of all sizes. Nine out
of ten companies have already moved at least some of their applications or
computing infrastructure to the cloud or plan to do so in the next 12 months.

IT spending reflects this trend, with the average investment in cloud rising nearly
36% from two years ago.

Software as a Service (SaaS) is still the most common cloud service model across
companies of all sizes; 89% of companies use it somewhere in their IT environment.

The average IT environment is increasingly cloud-based, expanding from roughly

half the environment in the cloud today to more than two-thirds in just 18 months.

CRM, collaboration, line of business, and mobile apps are currently most likely to
use the SaaS model for deployment.

Source: 2018 Cloud Computing Survey; IDG Communications, Inc.

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 Top Business Goals Driving Cloud
Investments

• Improve customer support or

services
• Increase the speed of IT service
delivery
• Greater flexibility to react to
changing market conditions
• Business continuity
• Speed of development
• Lower total cost of ownership

2018 Cloud Computing Survey; IDG Communications, Inc.

@ 2020 Avaya, Inc. All rights reserved

Despite years of discussion about the cloud as a source of cost savings; the primary
reason for cloud investments is to enable IT to meet business demands for speed,
agility, and responsiveness.

Asked to rank their top business goals or objectives most responsible for driving
investments in cloud computing initiatives, they most often cited improving the
speed of IT service delivery, increasing flexibility to react to changing market
conditions, enabling business continuity, and improving customer support and
services.

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 Why Organizations Invest
in Customer Experience
For every $1 spent on Customer Experience
strategy, companies are seeing a $3 return

Improvement Increase in
+ 20% in sales cycle + 19% sales revenue
acceleration

Increase Increase
+ 20% in customer + 22% in customer
loyalty lifetime value

Source – Avanade and Sitecore, Customer Experience and Your Bottom Line, 2017
@ 2020 Avaya, Inc. All rights reserved

The good news is that when customer engagement is done right; the benefit and payoff
can keep customers loyal, generate more revenue and send significant profit to the bottom
line.

According to a “Customer Experience and Your Bottom Line” research report, organizations
that deliver exceptional customer experiences routinely outperform their competition.

Take a look at these numbers.

1. + 20% increase in sales cycle acceleration

2. + 19% increase in sales revenue
3. + 20% increase in customer loyalty
4. + 22% increase in overall customer lifetime value

Hard to ignore these improvements…. Especially when organizations are experiencing a $3

return on every $1 dollar spent on improving customer experience.

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 Avaya Workforce Engagement
Make Each Interaction Count Before, During and After

BEFORE
Forecast Demand
Implement Schedule
Provide Relevant Information AFTER
Engage Right Resources Powered
Review Performance
by Evaluate Customer Feedback
Avaya Monitor Quality
DURING Workforce Change Forecast & Schedules
Capture Sales Engagement Coach & Train Staff
Record Interactions Improve Processes
Update Results Communicate Results
Monitor Staff Performance
Capture Feedback

@ 2020 Avaya, Inc. All rights reserved

We said early on that your customer experience is only as good as your last customer
interaction and that each interaction has the potential to affect customer loyalty and your
company’s brand, in a positive or negative manner.

Avaya Workforce Engagement Management helps you make each customer interaction
count before, during and after customer interactions.

Before – Use the workforce management module to forecast future interaction demands
and then staff accordingly with the right resources that have the right skills at the right time
for voice and non-voice communications channels.

During - Help keep compliant with industry rules and regulations by recording voice and
non-voice interactions, monitor staff performance via Quality Management and capture
voice of the customer feedback.

After – Keep improving employees and processes by reviewing performance scorecards,

analyzing agent performance, evaluating customer feedback, training staff and tweaking
service processes.

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 Avaya IX Workforce Engagement in the Avaya
Public Cloud
For new For existing
customers premise-based customers

Overdue for an upgrade?

SaaS pricing model Problem solved
Rapid deployment Simple transition to
Faster time to ROI Cloud and SaaS pricing
No Workforce Engagement server Option for no more Workforce
hardware or maintenance Engagement-related server
No software patch maintenance hardware, third party software
or associated maintenance
Greatly reduced services
optimized for Cloud deployments Reallocate IT resources
Always-on access to the most to other projects
current software version Always-on access to the most
current software version

@ 2020 Avaya, Inc. All rights reserved

Avaya Workforce Engagement is now available in the Avaya OneCloud so you can take
advantage of the latest technology with fewer IT resources and upfront costs than
traditional, premises-based software deployments.

Avaya Workforce Engagement can be stood up as a stand-alone Workforce Engagement

solution or it can attach to your Avaya CaaS (Contact Center as a Service) deployment.

New Avaya Workforce Engagement customers can leverage SaaS-based pricing, rapid
deployment, zero hardware costs and no maintenance as a pathway to a fast return on
investment. Plus new customers will always have access to the most latest software
release.

Avaya Workforce Engagement is an ideal option for premises-based Avaya Workforce

Engagement customers that lack the time and resources to migrate to the most current
software release. And there is no need to settle for limited functionality. Avaya Workforce
Engagement offers full-featured, unified solutions to meet your organization’s unique needs
and budget, whether you’re a large, multinational enterprise or small to midsize business.

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 Avaya IX Workforce
Engagement in the Avaya Public
Cloud
Flexible services packages
Usage-based pricing
Fast deployment and onboarding
Add new functionality as it is needed
Automatic software updates and upgrades
Integration with Avaya Cloud Contact Center, Avaya Oceana,
Call Center Elite and Avaya Aura Contact Center
True multi-tenant architecture
Future-proof your Avaya IX Workforce Engagement
deployment

@ 2020 Avaya, Inc. All rights reserved

With Avaya Workforce Engagement, you get to:

• Choose from one of four flexible service packages that align with your business
requirements
• Take advantage of usage-based pricing
• Deploy fast and streamline onboarding while eliminating downtime
• Add new functionality when it is needed
• Future proof your Workforce Engagement solution by receiving automatic software
updates and upgrades
• True multi-tenant architecture means only you have access to your data – no one else,
not even Avaya

Avaya Workforce Engagement in Avaya OneCloud integrates naturally with Avaya’s CaaS
solution (Avaya Cloud Contact Center), Avaya Oceana, Call Center Elite and Avaya Aura
Contact Center.

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Avaya IX Workforce Engagement
Public Cloud Solution Overview
• The Avaya IX Workforce Engagement 15.2.1 is a solution
offer that leverages the Avaya Aura® Workforce Optimization
(WFO - Verint) release 15.2.1 as the primary component in a
public cloud-based offer
• This offer is hosted in Avaya’s Amazon Web Services (AWS)
account and will provide multi-tenant support for up to
50,000 users
• Avaya is working with Group Elite Communications to deploy
and manage the WE Cloud offer
• Group Elite will onboard and train customers
• Avaya will provide Tier 1-3 support and pull in Group Elite and
Verint as needed

@ 2020 Avaya, Inc. All rights reserved

24
WE Cloud Availability

• North America (when sold through the US)

• Available: GA-CI June 28, 2019 for Quotes and Orders
• Canada and Mexico: still require some SAP backend work
• EMEA (UK and Germany)
• Availability: TBD
• Quoting tools available now
• SAP backend work and Order automation in progress
• CALA
• Availability: TBD

@ 2020 Avaya, Inc. All rights reserved

25
Target Customers

• Existing premise based Avaya Aura® Workforce Optimization

(WFO) release 12 and earlier customers that want to migrate
to the newest release
• Commercial or Enterprise prospects who lack a Workforce
Engagement platform

@ 2020 Avaya, Inc. All rights reserved

26
Service Packages

@ 2020 Avaya, Inc. All rights reserved

27
 Choose from Four
Flexible Services Packages
Quality Workforce Workforce
Recording
Management Management Engagement
Package
Package Package Package

Avaya Contact Recorder Advanced (ACRA) X X X

Screen Recording X X X

Advanced Quality Management (QM)

X X
(Automated-Enabled)

Performance Management X X X

Workforce Management X X

Speech Analytics Optional Add-On

Additional Language Speech Analytics Optional Add-On

Customer Feedback Optional Add-On

Desktop and Process Analytics Optional Add-On

Other WFO capabilities can be addressed with a professional service engagement

(For example Import/ Export Manager, Text Interaction Recording with Avaya Oceana, etc.)
@ 2020 Avaya, Inc. All rights reserved

To get started, simply choose one of the four service packages that align with your business
objectives and/or requirements.

Package details

Recording Package – just like it name says; this package gives your contact center the
ability to record calls and agent desktop screens.

Quality Management Package – gives you the Recording Package plus Quality
Management, Performance Management Scorecards, Agent Coaching and eLearning.

Workforce Management Package – helps you plan, forecast and schedule your team to
help achieve service goals, maximize capacity, reduce costs and increase revenue across
the contact center, branch and back office operations.

Workforce Engagement Package – this is your enterprise package that delivers the
Recording, Quality Management and Workforce Management packages in one easy
consumable package. This is the package you need to transform your customer experience,
people, operations and processes.

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* KMS Encryption
It is important to point out that since KMS Encryption is a system-wide feature, all recording
licenses will in-clude an encryption license as well to be consistent across all users.
** Screen Recording, Speech Analytics & DPA
These solutions require software and/or hardware to be deployed on agents’ workstations.
Such components deployed outside the Avaya Cloud infrastructure will require specific
efforts to be scoped as add-on services to this proposal.
*** Automation-Enabled Quality Management (AQM)
The offer supports both Quality Management and Automated Quality Management (AQM).
For the AQM features to be used specific training option need to be ordered including
necessary enablement efforts and services to be delivered
**** Speech Analytics
Based on specific End-Customer and line of business specific implementation, SA is likely to
require multiple server pairs. This requirement will require specific efforts to be scoped as
add-on services to this proposal.

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 Packages Details
Quality Workforce Workforce
Recording
Management Management Engagement
Package
Package Package Package

1
Avaya Contact Recorder Advanced (ACRA) X X X

1, 2
Screen Recording X X X

Advanced Quality Management (QM)

X X
(Automated-Enabled 2)

Performance Management X X X
eLearning X X X
Coaching X X X
Advanced Scorecards X X X
Notes:
Workforce Management X X
Forecasting and Scheduling X X 1. KMS Encryption is a system-wide feature, all
Advanced Adherence X X recording licenses will include an encryption
license as well to be consistent across all users.
Media Blending X X
Time Off Manager X X 2. These solutions require software and/or
hardware to be deployed on agents’
Strategic Planner X X
workstations. Such components deployed
Mobile Work View X X outside the Avaya Cloud infrastructure will
Shift Bidding X X require specific efforts to be scoped as add-on
Speech Analytics 2, 3
Optional Add-On
services to this proposal.

2, 3
3. SPEECH ANALYTICS - based on specific End-
Additional Language Speech Analytics Optional Add-On Customer and LOB specific implementation, SA is
likely to require multiple server pairs. This
Customer Feedback Optional Add-On
requirement will require specific efforts to be
Desktop and Process Analytics 2
Optional Add-On scoped as add-on services to this proposal.

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Pricing and Term

• Pick the desired Avaya IX Workforce Engagement Package plus Add-on for
your business along with the number of Named User required and Term
• This is your base/fixed commitment
• You can then burst above this committed level as needed. If you expect to
burst more the 10% above your committed level we will need to insure
that your configured capacity could accommodate your bursting. This may
require an additional fee to size your tenant to support large bursting.
• Bursting is counted from your monthly peak
• Recurring fees are billed monthly in arrears and adjusted for any increases
in Avaya IX Workforce Engagement services in a given month.
• For example, if you add a new Agent or purchase an add-on feature or
service in the middle of your billing period, You will receive a charge on
your next monthly bill.

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Additional Services

• Deployment Services
• Enablement Services (tenant onboarding and training)
• Managed Services (maintenance for on premise software)

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Creating a Quote

• Orders are placed in Avaya One Source (A1S) as piece part

orders for the packages and subscription term
• Deployment Services and Enablement Onboarding Services
are handled as ProServices Now request as the first step in
creating a professional services engagement and Statement
of Work (SOW)

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32
Timeline
• The Quote can be done in A1S at any time
• The SOW for Deployment and Enablement Services from Avaya
Professional Services (via Group Elite) will take a week. If complex
request (i.e. Speech Analytics) a discovery session will be required
• Typical order processing and project staffing require up to 2 weeks
to complete
• Project timelines are dependant on a number of deal-specific
factors, some of which include:
• Customer-premise server provisioning
• Site readiness
• VPN Connectivity Setup
• Solution Scope
• Trainee availabilities
• Etc.

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Technical Overview

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Architecture Diagram
Call Recorders can be either in the cloud or on premise

AWS Private
Network (HA)

Site-to-Site
VPN
(Required)

Customer Location
with optional Recorders
AWS Primary AWS Secondary

North America = Oregon X Recording

Servers North America = N. Virginia

Expect 90% of the customers to have onAvaya,

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Inc. All rights reserved

35
Resiliency & Disaster Recovery
• How do we provide Resiliency and Disaster Recovery in the
solution?
• Across AWS Data Centers
• Solution Design offers Recording Resiliency across sites
• Local AWS Sites
• Solution Design and AWS capabilities offer in-site resiliency for:
• Database resiliency
• Snapshot imaging
• Backup Methodology
• Customer premise based redundancy
• N+N Recording Redundancy
• Active Parallel Recording Redundancy across sites

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36
Data Storage & Compliance
• What data is stored in the solution?
• Stored data includes:
• Captured data; i.e. Voice and Screen Recordings
• Created data; i.e. Transcription outputs, agent’s schedules, quality scores, reports, etc.
• Configured data; i.e. Agents identities, agents preferences, hierarchies, access rights, analytics categories, etc.

• Where is the data stored?

• Most collected data resides close to capture/creation:
• Recordings and Transcription Outputs:
• Recoding segments and Transcription captured in the cloud remain in the cloud until expiration
• Recording segment and Transcription captured on premise will typically remain on premise
• Configuration and created data:
• Solution configuration remains in the cloud

• Compliance: PCI-DSS / GDPR

• While compliance to standard is a complex matter, and most conversations are specific to each
customer, it is fair to say that the solution offers the full breath of feature/capabilities to allow
conformity, including:
• Process for removing customer recordings / transcripts / etc
• Encryption
• Privacy for User / Employee details
• Process for removing users / employee details

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37
Design and Scoping
Connectivity / Storage / Archive
• Group Elite will assist with the design and scoping of every Cloud deal.
• Group Elite engineers will provide Avaya with comprehensive
documentation specific to each deal, including a Solution Design Document
(SDD) and a Customer Furnished Equipment (CFE) Guide.
• These will address Connectivity considerations:
• How the customer can connect to the service
• Bandwidth requirements
• Recorder Placement impact
• Connectivity to Other Avaya Clouds e.g. ReadyNow
• Storage / Archive considerations:
• Customer provided archive requirements
• Storage space
• What can and cannot be stored off platform

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ReadyNow – WE Cloud Example
Cloud to Cloud Deployment

Customer AWS WE Cloud

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Deployment Options / Examples
• Support all the Avaya Aura Workforce Optimization (WFO) ACRA premise
deployment options in a hybrid configuration
• N+N Recording Redundancy
• Standard redundancy offer
• Not active-active – may be a slight time lag with data center backup
• Active Parallel Redundancy
• Scenario ➔ Supports customer with 2 call recorders, 2 data centers with
requirement for both recorders to record simultaneously
• Advantage : Simultaneous real time recording on both servers – no backup delays
• Encryption enablement option also available

• Recording Package includes 90 days recording storage with encryption

• Professional services engagement can extend the data storage

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What is required on Customer Site?

• Migration Considerations
• Migration of data from on prem to cloud is not provided. If access to
old recording are needed customer should maintain their old ACR.
• AES Licenses - the required TSAPI and/or DMCC licenses are bundled
into the base CR, QM and WFO Package prices. No separate AES
licensing purchases are required.
• When to deploy in Hybrid mode?
• The determining consideration is ultimately the telephony system
topology. In almost all cases, the recommendation is to collocate the
Recording, RIS, and Transcription Servers with the ACD.
• Group Elite is glad to explore all design permutations beyond that
recommendation to uncover the most optimal design for each
particular customer deployment.

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 Conclusion and
Reference Material

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How to Get Started
Read the Avaya OneCloud IX
Workforce Engagement
Fact Sheet
Sales FAQ
Internal Sales Guide
Customer Presentation

Additional Check out the infographic

“Is Your Contact Center Ready for
Resources a Workforce Engagement Solution”
You May
Find Helpful Read the white paper
“Using Workforce Engagement
to Enhance Your Customer
Experience Strategy”

Download the white paper

“Optimizing the Agent Journey Contact your local Avaya sales
to Perfect the Customer Journey” representative to schedule a
discussion and/or demo

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43
Keep the Conversation Going
Throughout Avaya ENGAGE!

Share your thoughts and follow the fun:

@Avaya Avayainc on
@IAUG Instagram

Use the Official Event Hashtag #AvayaEngage

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 Please don’t
forget to
Session#1004
complete your
survey.

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Thank You

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