Avaya Midmarket Solutions What s In It For You? Susie Jorgensen Product Sales Manager, Westcon Mark Massingham Channel Marketing, Avaya

The Westcon EDGE Extend, Grow, Develop & Engage Westcon looking for Resellers to co-invest with Westcon & Avaya in building their business Areas of potential investment: Networking with Security focused on Fabric Connect value drivers IPO Contructs 150-500 IPO Contact Center Enterprise Engagement Dev Platform IPO Cloud Offer Contact me if you are interested! Susie (Jorgensen) Bonder 402-334-4518 Susan.jorgensen@westcon.com 2

What is Midmarket? Customer Segmentation Model Defined Global Market Segmentation Model Global Enterprise 14,008 firms : $35.8 B Commercial 35,365 firms : $5.9 B Mid-Market 34.5 million firms : $31.5 B 5,000 Employees 2,000 Employees Large 250-2500 Employee Medium 100-250 Employee Small <100 Employee Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 3

Avaya Midmarket Segment Key Focus for Avaya MM Initiatives 1. Drive Net New IP Office 2. Legacy to IP Office 3. IPO+ attach sales strategy 4. Partner is Champion 5. Increase awareness EXECUTION Dedicated MM TAMs, itams Robust IP Office Platform Dedicated Segment, Field, Solution Marketing Teams Strategy: Maintain Small Business Accelerate Midmarket Avaya Confidential & Proprietary - Use Pursuant to Your Signed Agreement or Company Policy 2011 Avaya Inc. All rights reserved. 4

Trends in the Midmarket Customers Contact Center is ranked 2nd in technology importance Behind Telephony & before Mobility Workforce 87% of business leaders believe collaboration improves productivity IT Midmarket top initiative: improve processes & technology 2011 Avaya Inc. All rights reserved. 5

How Midmarket Companies Plan to Drive Success Mobile / Remote Workforce 45% evaluating will purchase Mobility technology within 18 months Customer Interactions 34% will add multichannel contact center within 12 months Collaboration 43% evaluating or will purchase video collaboration solution within 18 months 2011 Avaya Inc. All rights reserved. 6

Midmarket Customer Buying Profile Attribute Purchase Decision Midmarket Centralized IT Leads, CEO/Owner IT Support Minimal, Risk Adverse Budgets Complexity Solution Approach Small Available Project Based Limited vendors (1-2), little or no customization Simplicity is valued First Time or Legacy Replace Use for Technology Brand Preference Mission critical to compete & grow Favor trusted loyalty and simplicity over brand Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 7

Midmarket Market Team Engagement Full Size Collaboration for Midsize Companies Unified Communications Mobile Applications Anywhere Collaboration (Audio/Video/Web) BYOD/Security 2011 Avaya Inc. All rights reserved. 9

Midmarket Market Customer Engagement Robust Customer Experience Management for Midsize Companies Multi-channel Customer Experience Management Customer Service Inbound Sales 2011 Avaya Inc. All rights reserved. 10

Midmarket Full Solution Construct Supports Full Team & Customer Engagement Solutions for MM Business Avaya IP Office Platform Scales to 3000 users across 150 locations Contact Center IP Office Contact Center Avaya Contact Center Select Collaboration/Video AvayaLive Video Avaya Video Collaboration Solution for IP Office IP Office Web collaboration Security Avaya SBCE Avaya Identity Engine UC, Mobility and Voice Networking Avaya ERS 3500 Series Avaya ERS 4800 Series Avaya 9100 WLAN Mobility Avaya one-x Mobile Avaya Communicator Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 12

Selling to Who? Customer Use Cases Situation: Working from the office Expectation: To be able to communicate with the people who no longer work in the office Reality: Currently office workers must rely on non-real-time communication Situation: Working from home or hotel Expectation: Workers at home, hotel, or other locations can conduct business just as if they were in the office Reality: Typically has to rely on personal phone and email just to talk to the office. Customers are even harder to talk to. Situation: on-the-go sales person Expectation: Customers never have to know where you are to know how to reach you Reality: Most rely on cell phone and desk phone depending on the day. It s also difficult to reach experts at the office Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 13

Embed communications within Outlook, Lync, and Salesforce.com Receptionists take advantage of point and click call handling OmniSound technology delivers optimal audio clarity Quickly set up and control conference calls via web browser How an Enabled Office Worker Works Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 14

Use your web browser to turn any phone into your office phone See who is available to chat or talk with integrated IM, & presence even if they are mobile With the click of a mouse, you can set up and control conference calls Easy visual access to call recordings and voicemail for via mouse clicks How an Office Away from the Office Works Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 15

Your office phone rings on your mobile phone using Cellular, 3G/4G, or WiFi networks Tap on contacts to call or to bring them into your conference room Access your company directory in the palm of your hand Use IM and Presence to find and reach the right people, whether in the office, remote, or mobile How an Office On-The-Go Works Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 16

Every Business has a Contact Center! But what are the Challenges? Challenges Customers are wanting to communicate on their terms Customers often need to repeat themselves once answered Customers are reporting bad service with agents Agents are not productive during quiet times Losing sales as callers are dropping before we answer Resolution Incorporate email and web chat as part of the contact center strategy Eliminate/reduce transfers Detailed call reports and call recordings on every agent Use agent idle time to proactively make outbound sales/collection calls Identify peaks and balance agents between groups IVR to offer self service Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 17

Avaya IP Office Contact Center Capabilities Multichannel include email, web chat and voice Skills based routing Eliminate transfers Call recording Improve interactions Outbound dialing FOR Customers with up to 3000 employees & up to 250 agents Deployed as a single site or across up to 150 locations Agents in the office or remote agents Cost center to profit center Real time reports Optimize service IVR Offer self service to free up agent time Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 18

Avaya Midmarket Solution In Action Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 19

A Day in the Life Serving Customers Faster and Smarter Customer has product issue Contacts Supplier via web chat CC Agent escalates to voice call Checks availability of Account Rep via Presence Ad hoc conference call to discuss issue in more detail Multichannel Contact Center Avaya IP Office Contact Center Avaya Contact Center Select Built-in Audio Conferencing Avaya IP Office Platform Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 20

A Day in the Life Serving Customers Faster and Smarter CC Agent checks Product Mgr. presence Sends IM to available PM to discuss issue Product Manager launches video meeting to review product schematic Product Manager resolves issue UC: IM / Presence Avaya one-x Mobile Preferred Avaya Communicator Avaya Video Collaboration Avaya Scopia Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 21

A Day in the Life Serving Customers Faster and Smarter CC Agent locates closest Service Tech via Geo Presence Agent IMs with Service Tech Emails product schematic to Tech Service Tech sets appointment to visit customer within 3 hours UC: IM / Geo- Presence Avaya one-x Mobile Preferred Avaya Communicator UC: IM / Email Integration Avaya one-x Mobile Preferred Avaya IP Office Platform Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 22

A Day in the Life Summary Customer Interactions IP Office Contact Center Avaya Contact Center Select Unified Communications Avaya one-x Portal Avaya one-x Mobile Avaya Communicator Collaboration Avaya Scopia Audio Conferencing Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 23

Where is the Money? Selling This To Result Competitive C-Sat Revenue Growth + NEW IP Office Install Midsize Business 250-2500 High High $$$$/sale High LEGACY CS1K, + BCM ACCS <2000 New IP Office Install 75,000 US High High $$$ /sale Med + Small Business <100 High High $ /sale Run rate Med Contact Center Video Networking Installed Base 480,000+ <100 Users Medium Med $ /sale Low Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 24

Sales Tools Avaya - Proprietary. Use pursuant to your signed agreement or Avaya policy. 25

Want to find stuff? Everything is here! Sales Portal Small and Midmarket Business CLICK HERE Sales plays Collateral Presentations Proposal Tools RFP Library Demos Support Docs Fact sheets Scripts Training Videos Technical.. 2013 Avaya Inc. All rights reserved. 26

IP Office Proposal Wizard IP Office Proposal Suite Tool Builds an initial midmarket proposal for RFP Outlines products and Services for proposal Produces printable Word doc Sales Sales Play Format w/active Links Left Side Navigation 2013 Avaya Inc. All rights reserved. 27

A few more direct links you should have IMPORTANT BOOKMARKS: Small and Midmarket Business Sales Portal Home Page: CLICK HERE Small and Midmarket Business Promotions: CLICK HERE Midmarket Selling Chatter: CLICK HERE.com : Midmarket Business: CLICK HERE TAM Education Series: CLICK HERE Partner Marketing Central: CLICK HERE (Contact MIDMARKET RESOURCE GUIDE Small and Midmarket Business Home Portal Page (Look for Big Red Button): CLICK HERE NEW MIDMARKET EZ DEMOS 3 EZ Demos complete and downloadable from one site- CLICK HERE (IPOCC, ACCS, and IP Office 9.1/Select.) NEW PRESENTATION STARTER ANIMATED VIDEOS Downloadable from HERE: Use case oriented with business value <2 min Midmarket Inbound Service Animation, posted 01 Dec 2014 Midmarket Multichannel Animation, posted 01 Dec 2014 Midmarket Mobility Animation, posted 01 Dec 2014 Midmarket Single Vendor Solution Animation, posted 01 Dec 2014 Midmarket Network Animation, posted 24 Nov 2014 On You Tube here: Avaya Comprehensive Midmarket Solution (IP Office+ Surround) Avaya Midmarket UC/Mobility Story Avaya Midmarket Multi-channel Contact Center Story Avaya Midmarket Networking Avaya Midmarket Inbound Contact Center Customer Service Story 2013 Avaya Inc. All rights reserved. 28

How Avaya s Solution Approach Benefits Your Customers Solves for Your Most Critical Collaboration Challenges Delivers the Fastest Return on Investment Streamlines Implementation & Ongoing Management Reduces CAPEX/OPEX Ensures Seamless Integration of Solution Elements Makes Efficient Use of IT Resources Proven to Improve Productivity/Efficiency and Customer Service Powerful, Flexible, Simple, Affordable 2013 Avaya Inc. All rights reserved. 29

DISCOVER! 2 Prime MM Selling Scenarios Understand the company Size, challenges, growth, needs Explore 2 prime scenarios 1. TEAM Engagement a) UC, Mobility/BYOD presence, access anywhere b) Collaboration visual sharing 2. Customer Engagement a) Customer Service b) Inbound sales Approach 1. Based customer status & needs Start with apps and back into platform and infrastructure 2013 Avaya Inc. All rights reserved. 31

Avaya Complete Collaboration Solution Mobile Access Anywhere IM/Presence Wi-Fi, 3G/4G Connectivity Visual Voice Mail Geo-Presence Conference Controls Callback Follow a user Use cellular, WiFi, 3G/4G 1-click deploy or install Control your conferences Locate peers anywhere, anytime to make decisions in real time 2013 Avaya Inc. All rights reserved. 33

Avaya Complete Collaboration Solution Communications Enable Your Desktop (UC) Embed communications in popular desktop apps IM / Presence for office and mobile workers Manage communications from the desktop while working remote 2013 Avaya Inc. All rights reserved. 34

Avaya Complete Collaboration Solution Contact Center Solutions Full multimedia customer access (voice, email, chat, SMS, fax) Single and multi-site deployments Up to 250 agents 2013 Avaya Inc. All rights reserved. 37

Avaya Complete Collaboration Solution Advanced SIP Security Firewall Layer 3 attack Layer 4 attack O/S attack Application attack IDS / IPS Protect SIP Trunks Secure remote endpoints Active packet inspection SIP attacks DDoS, spoofing Toll fraud call walking, stealth attacks Media anomalies Designed for your network protection, not the Service Provider s 2013 Avaya Inc. All rights reserved. 38

Avaya Complete Collaboration Solution Access Based on User, Device & Location Identity IF (identity = HR employee) AND IF (device = corp laptop) AND IF (medium = wired) Employee with corporate laptop THEN GRANT FULL ACCESS IF (identity = HR employee) AND IF (device = personal ipad) AND IF (medium = wireless) Employee with personal ipad THEN GRANT LIMITED ACCESS NO PER USER LICENSE NO PER DEVICE LICENSE 2013 Avaya Inc. All rights reserved. 39

Upcoming News & Events Westcon June 2 IPO V2 Applications June 4 Partner Onboarding June 23 Intro to Designing IP Office Avaya June 8 - Expand your IP Office Contact Center service strategy with SMS texting June 9 - PCC Services Sharing Call June 11 A1S Roadmap Review for Partners June 16 Global Registration Tool Ask the Expert https://sales.avaya.com/en/general/upcoming-events 40