For The Digital Age: Leading Business Communications

LEADING BUSINESS COMMUNICATIONS
FOR THE DIGITAL AGE

Presented by:
Ng Kay Tick
Head of Sales Engineering, ASEAN
Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy
© 2017 Avaya Inc. All right reserved
DIGITAL TRANSFORMATION DRIVES THE NEED TO
PREDICT & RESPOND TO CONSUMER BEHAVIOR
• Preferred Devices
• Any channel
• Any touchpoint
• Multi-modal
• Personalized experience
• Context-aware
• Based on analytics
• Operational excellence
Consumers Companies
Demand a more secure Need to understand,
multi-touch experience predict and respond
across all channels to new digital
consumer behaviors
© 2017 Avaya Inc. All rights reserved. 2

MARKET FORCES DRIVING DIGITAL ENTERPRISES
CLOUD MOBILE BIG DATA SOCIAL

DEVICES CHANNELS
Underlying technology / architectural trends: software-defined, scale, security, apps, web, omnichannel

OUR VISION IS TO HELP PEOPLE AND ORGANIZATIONS
TO MOVE TO THE DIGITAL AGE OF COMMUNICATIONS
Avaya
Everywhere
A smart, digital world where
all communications across
devices and software apps
are secure, in-context.

HOW AVAYA HELPS CUSTOMERS TAKE
ADVANTAGE OF THE DIGITAL TRANSFORMATION
We provide a simplified,
1 4
We are the specialist in
software-defined architecture
business communications
and infrastructure for
for the digital age
business communications
We take manual communications Embedded, multi-platform,

processes and automate
them to improve experiences 2 3 mobile, speed & risk mitigation,
workflow automation principles
and engagement are built into our technology

WE ADDRESS THE HARDEST CHALLENGES
OF THE DIGITAL AGE
Technical
Business
• Cloud
• Increased profitability
• Cybersecurity
• Agility & productivity
• New wave of contact center
• Customer experience
• Analytics
• Millennials
• Open, mobile
• Corporate dis-aggregations
• Google in the enterprise
• Preference of consumption model
• Networking enabled

THE VALUE WE ADD
Team Customer Networking

Engagement Engagement • Seamless integration with
• Protect technology investment • Best in class Net Promoter Scores UC/CC deployments
• Fast deployment • Ease of use for new • Ability to roll out new
application deployments services in 1/10th time/resources
• Open, mobile, scalable
• Operational cost savings for • Enable speed and scale of
• Public, private or hybrid cloud cyber-security
enterprise contact centers
• Scale for new growth companies • Reliable foundation for public
safety (911, 311, 112)
• Public, private or hybrid cloud

SOME EXAMPLES OF AVAYA BUSINESS VALUE
Burj Khalifa Sun Life Financial City of Troy

Smart Building Smart Financial Services Smart Community
• Tallest fabric ever built • Worldwide secure • Ranked Safest City in US
• Breakthrough speed meeting system • Scaled to 10,000s
• Business continuity • 50% reduction in global costs of cameras
• Speed to delivery and services • ROI of less than 8 months

WHO WE SERVE

RESULTS WE’RE SEEING
#1
MQ Leaders Quadrant: NPS World-Class

• Worldwide Contact Center • 11,000+ employees (Top 1%)
• Contact Center Infrastructure Worldwide 70 USAA, Costco
• Worldwide Unified Messaging • 2,750+ hotel sites
(15th year)
• SME Telephony • 460K+ contact center agent positions 60
• Corporate Telephony Worldwide Best-in-Class
(Top 10%)
(10th year) • Worldwide Voice • 8 of the top 10 insurance companies Avaya,
Maintenance / Voice Support Ritz-Carlton, Apple
• Unified Communications Worldwide • 9 of the top 10 largest banks 50
Services
(7th year) • The world’s top 10 airlines
Good
• Unified Communications for Midsized • 4,000+ healthcare institutions
40
(Top Quartile)
Enterprises in North America Competitor D
(new report - 1st year published) • 5,000+ educational institutions Competitor C
30 Competitor B
• Gov’t agencies in 42 countries
Critical Capabilities for Wired and Wireless
• 400,000+ midmarket businesses 20 Average (2nd Quartile)
LAN Access Infrastructure report:
• 95% of all Fortune 500 companies
• Ranked #3 out of 14 vendors -
Enterprise Unified Wired and WLAN • Relentlessly focused on 10 Poor:
Access and SMB and/or Mall or Remote Net Promoter Scores (Below Average)
Competitor A
Branch Office Use Case categories 0

OTHER RECENT ACCOLADES

WE ADDRESS A LARGE GLOBAL MARKET
Rank Share
Unified Communications [1] 2 23%

TEAM CUSTOMER
Telephony Systems [1] 1 21%
ENGAGEMENT ENGAGEMENT
SME Telephony Systems [1] 1 25%
Unified Messaging [3] 1 39%
Mobile Voice and UC Client [4] 3 16%
Contact Center/ACD [2] 1 26%

FABRIC-BASED
SERVICES
NETWORKING Fabric-Based Networking* Leader*
Voice Maintenance Services [5] 1 10%
Note: Sources – [1] Dell’Oro Group; [2] Gartner, Inc.; [3] T3i Group; [4] Frost & Sullivan; [5] IntelliCom Analytics *Avaya internal estimate

KEY AVAYA TECHNOLOGIES & SERVICES
Team Engagement Customer Engagement Networking

• Avaya Audio, Video, Web Conferencing • Avaya Contact Center • Fabric Networking
• Avaya Communicator Clients – Desktop, • Avaya Multichannel (Email, Web, SMS, Social) • Top of Rack Switching
Mobile, Web • Self Service • Wireless LAN 9100
• Avaya Desktop, Wireless, Video and • Proactive Outbound • SDN Fx™ Architecture
Multimedia phones • Avaya Workforce Optimization • Identity Engines
• Avaya Multimedia Messaging • Integrated Reporting • Pod Fx™ Full Stack Communications
• Context Driven Analytics
Core • Avaya Aura® Platform • Avaya Breeze snap-in development platform

Platforms • Avaya IP Office™ Platform • Snapp Store marketplace
Professional Services Public, Private & Hybrid Cloud Support & Managed Services
• Technical Consulting and Advisory • OnAvaya™ | Google Cloud Platform • Support Advantage
Services • Powered By Avaya IP Office™ • IP Office Support Services
• Testing and Optimization Services • AvayaLive™ Video • Communications Outsourcing Solutions
• Deployment and Program Management • Avaya Private Cloud Services • UC/CC, & Data Networking
• Avaya Messaging Service Managed Services

AVAYA AURA® PLATFORM ELEMENTS
Application
Communication
Session Manager Presence Services Enablement System Manager
Manager
Services
 Session (SIP) Collaboration Services Collaboration Services Application Intuitive,
Management (Video, Telephony, (Presence, Instant Creation and enterprise-wide
 Bandwidth Conferencing) Messaging, Federation) Integration management services
Management Services
 Network
Normalization
Scalability
Survivability
Security

SIMPLE TO BUY:
AVAYA AURA® SUITES LICENSES
License Core Suite Power Suite Customer Value
Avaya Aura CM, System Manager , Session
Complete Avaya Aura core platform including voice and video call control, session
Manager, IM/Presence, Survivability, CM
management, IM/presence, survivability options and basic messaging
Messaging
AES Unified Desktop Integration with MS OCS/Lync Server and IBM® Sametime®.
Avaya/1-X Communicator for Desktop and
Full access to Avaya Communicator and EC500 for desktop and mobility requirements
Mobile clients, EC500
Desktop P2P Video Integrated point to point video for ad hoc engagement
Avaya Communicator for Lync Avaya call / video control and apps from Microsoft Lync client
SBCE Remote Access (7:1, HA) Secure VPN-less remote access
SBCE SIP Session (7:1, HA) Secure SIP trunking via Session Boarder Controller for Enterprise
Engagement Development Platform User access to Engagement Development Platform based applications
Avaya Aura Messaging Complete voice and unified messaging

Basic Mainstream
Avaya Multimedia Messaging Multipoint, threaded, device agnostic multimedia messaging for work groups
Basic Enhanced
AvayaLive Video:
Cloud based Scopia video
right to 25% discount
Avaya Aura Conferencing Audio, video and web based enterprise grade conferencing
Scopia Desktop & Mobile per Port Premises based Avaya Scopia
Included A-la carte

AVAYA AURA® MEDIA SERVER ADOPTION
BY COMMUNICATION MANAGER
FROM
TO
MASSIVE
FOOTPRINT
REDUCTION 1 Server (dedicated)
up to 4000 AAMS
channels: 1 U of rack
space
13 G450 Gateways, 4160 channels:

39U of rack space
AVAYA AURA DEPLOYMENT COMPARISONS
NEW
Virtual Virtualized
Offer Element Collaboration Pod
Appliance Environment
Server Provided By: Avaya Customer Avaya
Avaya Provided
Avaya provided VMware-based
Hypervisor Appliance Virtualization Platform Customer Provided VMware
hypervisor
(AVP)
Included in Virtual
Included in offer
VMware Licenses Appliance offer Customer Provided
from Avaya
from Avaya
Server and Virtualization Solution Deployment Manager VMware vCenter and Solution Pod Orchestration Suite,
Management (System Manager) Deployment Manager vCenter and System Manager
Recommended
VMware Training required none VMware Certification
but not mandatory

DELIVERING ON THE VISION OF TEAM ENGAGEMENT
 Avaya Equinox™ Mobile, desktop,

browser, conference room
collaboration
 Avaya Vantage™ Mobile App Avaya Equinox Avaya Custom Avaya Oceana
simplicity with the benefits of a Vantage Experiences Workspaces
contemporary dedicated device
 Avaya Breeze™ Client SDK
Accelerate outcome centric
solutions that drive productivity and
performance Avaya Breeze Client SDK
 All for Avaya Aura®
– Conferencing available stand-alone
 Hybrid, cloud or on-prem.
– Perpetual or subscription
Customer Engagement Team Engagement Conferencing

EQUINOX CLINET
THE MOBILE FIRST – ENTERPRISE CLASS ADVANTAGE
MOBILE FIRST USER EXPERIENCE INNOVATIVE ‘TOP OF MIND’
 Simple, easy, contextual controls

 Device optimized experience
 Auto discovery installation!
 Action oriented workflow One Touch for
Rapid Response
 One touch to… anything

EQUINOX CLINET
THE BEST IN-APP EXPERIENCE ADVANTAGE
ZERO DOWNLOAD
 Robust collaboration, IM,
presence, telephony
 WebRTC, HTML5
 Market leading cloud app
integration
 User defined UC within
the apps you work in

EQUINOX CLIENT
THE POWERFUL COLLABORATION FOR ALL ADVANTAGE
HIGH SCALE CLIENT SUITE /
AUDIO WEBRTC
Multiple large, UC, zero download
simultaneous with browsers, client apps
meetings
EXTENSIVE WEB
COLLABORATION
Screen & application
INTEGRATED sharing, whiteboard,
EVENT remote desktop,
CONFERENCING keyboard & mouse control
HD video &
content streaming
to 100,000 live
viewers
SOFTWARE BASED
Flexible, virtualized RICH HD VIDEO
deployment Hollywood squares, multi-
vendor room system interop.
WHAT IS AVAYA BREEZE?
Application platform for building real-time communications applications
Business Driven
Outcomes
Inbound
Calling
Emergency
Alert
Fraud
Detection
Text Messaging
and Social Media
SMS
Shortage
People, Media, Devices Orchestrate interactions between Business Events

people, media, devices and events

SOLUTION OVERVIEW
Real-time Communications Applications
Avaya Snap-ins
Pre-built connectors, packaged applications,
API/SDKs, code
Avaya Snapp Store

Avaya Breeze First ecommerce enabled online
Communications middleware and marketplace to share, try, buy apps
application server tightly integrated with
Avaya Aura Platform Avaya Collaboratory
Cloud developer sandbox
Avaya Engagement Designer

Visual workflow design tool

EXAMPLE USES
Smart Workplace Leading Medical

Partner Provider
Rules based call redirect/ID ‘Code red’ app for dynamic team
change and dynamic team formation when there’s a network
formation outage
Large Outsourced
Leading Global Bank
Call redirection app across 850
Contact Center
branches for staff to reduce Agent displays representing a
logjam in contact center particular business for granular
per call/minute charge back
Avaya Partner Higher Education

Build reusable SMS text
Offer a rules-based call
messaging service to support a
block based on time of day,
variety of institutional needs
area code, Do Not Call lists

AVAYA ENTERPRISE ENGAGEMENT
Omnichannel SMS
Avaya Aura®
Experience Portal
Avaya Avaya Engagement
Avaya Aura® Collaboratory Designer
Contact Center
Avaya and 3rd Party Snap-Ins
Avaya Real-Time Context Work Mobile Reporting Scopia
WebRTC
Interaction Center Speech Store Assignment Video & Analytics iView
Avaya Aura®
CUSTOMERS Call Center Elite ENTERPRISE
Session Avaya Aura Media

Avaya Aura® Manager System Manager and Video Open APIs
Reporting and Analytics

Avaya Customer Engagement Suite Licensing
Team Engagement Customer Engagement
Omnichannel
Avaya Aura® Power Optimization
Automated
Avaya Aura® Core

• Assisted
Assisted
Voice, Email,
Chat, SMS
• Automated
• Optimization
Avaya Breeze™ Suite

Avaya Customer Engagement Suite Licensing
1. Simplified ordering process for Elite and AACC
2. Incentive to move to Omnichannel solution
3. Competitive TCO for extending contact center (Omnichannel, Automated, WFO)
Assisted (Voice and MM): Automated (Self Service):

 Move beyond voice
 Automate customer experience
 SMS, IM, Chat, FAX, Email
 Reduce agent costs
 Competitive TCO with Feature
 Expand agent time per
+ Service bundle customer
Avaya Breeze™:
Optimization (WFO):
 One number conference  Recording
 Increased CC efficiency  Quality management
 Web sharing  WF management

Suite Progression
Date Elite AACC WFO AEP

Oct’15 Voice CMS EMC 1X Agent Voice MM WFO AEP Proxy Encryption,
(1) (3) (5) (1) (8) (6) (WFM, QM, CR) PLDS,
manager
Dec’15 Voice CMS EMC 1X Agent Voice MM WFO AEP Proxy Encryption,
(1) (3) (5) (1) PLDS,
R7 (1) R7 (1) manager
May’16 Assisted Assisted WFO Automated

(Elite)* (AACC) (Self Service)
Customer Engagement Suite Configurator

*Quote May’16
Order June’16
CUSTOMER ENGAGEMENT SUITES
TARGET CUSTOMERS
► Any existing user of CC Elite or Avaya Aura Contact Center

► Any customer that is considering adding a third party multimedia solution to
an existing Avaya contact center
► Customer ready to grow beyond a voice only approach
 Needs assistance in understanding the various communication options
 Looking for business value of multichannel agent
► Aspect user looking for reliability and future dependability
Suites to simplify Customer Engagement and move to Omnichannel with Avaya

SCOPIA / EQUINOX
CONFERENCING UPDATE

POWERFUL COLLABORATION FOR ALL
Avaya Convergence
Equinox Servers
AAC 8 (GA Now) Scopia 8.3 (GA Now)
Scalable Audio Scalable Audio Transcoded Video

Web Collaboration
Web Collaboration Room Integration
Rich Video
Switched Video Room Integration Remote Access

Full Client Suite
Software Based Hardware Based
Software Based

HOW ITS GETTING SOLD
License Options
AAC 8 Scopia 8.3
Power Suite
Named User Based
Turnkey Enterprise Edition
User based Port based
Enterprise Edition
Port Based OTT
Power Suite VaaS VMR Sharing

Named User based
VaaS VMR
based sharing OTT

SCOPIA XT ENDPOINT EQUINOX ENHANCEMENTS
Auto-provisioning: Enter your provisioning code and get full setup
Native Web Collaboration Support: For an improved quality and experience
Stereo Audio: For audio spatialization and active speaker identification
Built-in MCU with H265 support – XT7100
Avaya Aura and IP Office Presence

Avaya Equinox Power Suite - TE Deployment -
Office
Remote XT Series Worker
Worker / XT Exec
Guest H175 Video
Avaya Equnox
(WebRTC) Avaya Equinox
(webRTC)
Equinox H.323 Equinox Streaming and
Edge Recording Servers
(Pathfinder )
Avaya
Avaya Equinox
Equinox
Communicator Communicator.
ASBCE/STUN/
TURN/ R.Proxy Equinox Management OVA Streaming and
Streaming and Recording
Recording
Streaming Node
Equinox Media Server

OVAs Aura 7.0 Servers/
Desktop Server AAMS/ESG+Portal/) Directory Server
(SDS) Aura 7.0
Optional Scopia Elite 6140 MCU Servers
Scopia Desktop Client (Existing (SysMGR/SM/
customer Optional) CM/
Internet Enterprise
© 2017 Avaya Inc. All rights reserved.
DMZ 34
Avaya Equinox – Enterprise & VaaS - OTT Deployment
Office
XT Series Worker
Remote
Worker / XT series
Guest
H175 Video
Avaya Equinox Avaya Equinox

(WebRTC) Equinox H323 Equinox Streaming and (WebRTC)
Edge Recording Servers
(Pathfinder )
Streaming and
OPTIONAL Recording
Streaming and ASBCE/STUN/
Recording TURN/ R.Proxy
Equinox Management OVA
Conferencing
Desktop Server
(SDS) Scopia Desktop Client Scopia Mobile
Equinox Media Server OVA
Scopia Desktop Client Scopia Mobile Streaming Node

Scopia Elite 6140 MCU Directory Server
IPOffice / 3rd Party /
MSLync / VaaS /
Internet © 2017 Avaya Inc. All rights reserved.
DMZ Enterprise / SP 35
SCOPIA XT SMB IMPROVEMENTS
LECTURE MODE
 Lecturer mode in built-in MCU when XT is host
on all XT Series (closed gap)
Lecturer View

Audience View
36
MID-MARKET UPDATE - IPO

IP OFFICE DEPLOYMENTS ...... NO LONGER JUST SME
IP Office Format Platform Business size Market Need
Typical deployments
Basic Basic Digital Telephony

IP 500v2 <25 Key and Lamp
Edition
Basic Telephony
Essential
IP 500v2 20–99 With Mobility
Edition
Enhanced Telephony with

Preferred IP 500v2 Unified Communications and Mobility
21- 250
Edition

Server Linux Server 100 – 2000 Unified Communications and Mobility
Edition IP500v2 TDM gateway

Linux Server Unified Communications and Mobility
Server Edition Select 100 — 3000
IP500v2 TDM gateway

BASIC EDITION BUILD
SIP
PSTN
IP500v2
Analogue, Digital and legacy Digital Handsets

ESSENTIAL EDITION BUILD
Receptionist
ERS 3500 LAN
Mobile
SIP Workforce
9600 and 1600

handsets PSTN
WAN
IP500v2
Analogue, Digital and legacy Digital Handsets

Remote and Mobile
Workforce
PREFERRED EDITION BUILD
Applications Server
Receptionist - One-X Portal and VMPro
Office Based
Workforce - UC
Mobile
Workforce
SIP
ERS 4800
LAN PSTN
WAN
PSTN
IP500v2 Core System
IP500v2 / 3500
remote systems Analogue, Digital and legacy Digital Handsets
Small Community Networking Remote and Mobile
Workforce - UC
IP OFFICE SERVER EDITION BUILD
Secondary Server
Applications Server
- One-X Portal for IPO SE
Primary Server
PSTN
WAN
Linux Expansion System
IP500v2 Expansion System
IP500v2 Expansion System

IP OFFICE SERVER EDITION - REDUNDANCY
Primary Server Secondary Server

Messaging
Hunt
Groups
Expansion System
Dual Quad Core Processors. Dual hard drives . Dual power supply units
PLUS: Media Connection Preservation 43
CONCLUSION

WE EVOLVE LEGACY EXPERIENCES
TO THE DIGITAL WORLD
Workflow Secure
Automation
Context Virtualization
Mobile Social
Big Data Cloud

THANK YOU
avaya.com ktng@avaya.com +65-67711896

For The Digital Age: Leading Business Communications

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LEADING BUSINESS COMMUNICATIONS

FOR THE DIGITAL AGE

© 2017 Avaya Inc. All rights reserved. 2

CLOUD MOBILE BIG DATA SOCIAL

© 2017 Avaya Inc. All rights reserved. 3

© 2017 Avaya Inc. All rights reserved. 4

We take manual communications Embedded, multi-platform,

© 2017 Avaya Inc. All rights reserved. 5

© 2017 Avaya Inc. All rights reserved. 6

Team Customer Networking

© 2017 Avaya Inc. All rights reserved. 7

Burj Khalifa Sun Life Financial City of Troy

© 2017 Avaya Inc. All rights reserved. 8

© 2017 Avaya Inc. All rights reserved. 9

MQ Leaders Quadrant: NPS World-Class

© 2017 Avaya Inc. All rights reserved. 10

© 2017 Avaya Inc. All rights reserved. 11

Unified Communications [1] 2 23%

Unified Messaging [3] 1 39%

Mobile Voice and UC Client [4] 3 16%

Contact Center/ACD [2] 1 26%

Voice Maintenance Services [5] 1 10%

© 2017 Avaya Inc. All rights reserved. 12

Team Engagement Customer Engagement Networking

Core • Avaya Aura® Platform • Avaya Breeze snap-in development platform

© 2017 Avaya Inc. All rights reserved. 13

© 2017 Avaya Inc. All rights reserved. 14

SBCE Remote Access (7:1, HA) Secure VPN-less remote access

Avaya Aura Messaging Complete voice and unified messaging

Included A-la carte

13 G450 Gateways, 4160 channels:

Server Provided By: Avaya Customer Avaya

© 2017 Avaya Inc. All rights reserved. 17

 Avaya Equinox™ Mobile, desktop,

© 2017 Avaya Inc. All rights reserved. 18

MOBILE FIRST USER EXPERIENCE INNOVATIVE ‘TOP OF MIND’

 Simple, easy, contextual controls

© 2017 Avaya Inc. All rights reserved. 19

© 2017 Avaya Inc. All rights reserved. 20

People, Media, Devices Orchestrate interactions between Business Events

© 2017 Avaya Inc. All rights reserved. 22

Real-time Communications Applications

Avaya Snapp Store

Avaya Engagement Designer

© 2017 Avaya Inc. All rights reserved. 23

Smart Workplace Leading Medical

Avaya Partner Higher Education

© 2017 Avaya Inc. All rights reserved. 24

Session Avaya Aura Media

Reporting and Analytics

© 2017 Avaya Inc. All rights reserved. 25

Team Engagement Customer Engagement

Avaya Aura® Core

Avaya Breeze™ Suite

© 2017 Avaya Inc. All rights reserved. 26

Assisted (Voice and MM): Automated (Self Service):

© 2017 Avaya Inc. All rights reserved. 27

Date Elite AACC WFO AEP

May’16 Assisted Assisted WFO Automated

Customer Engagement Suite Configurator

► Any existing user of CC Elite or Avaya Aura Contact Center

Suites to simplify Customer Engagement and move to Omnichannel with Avaya

© 2017 Avaya Inc. All right reserved