MAKE THE CONNECTIONCONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE

IP Office Applications Workshops:Conferencing & Client Apps

Agenda

• IP Office Conferencing– Why use conferencing– 5 Myths about in house conferencing– Benefits of using conferencing– Market view– IP Office conferencing overview– Case Studies– Demonstration

• Client Applications– SoftConsole customer benefits– Phone Manager customer benefits– Demonstration

What the Analysts are Saying

Gartner Research - B. Elliot, 10/18/2001

Gartner Research - B. Elliot, 10/18/2001

“Another soft saving is the convenience of ad-hoc and always-available conferences; especially with today’s travel restrictions, this often improves group communications and cohesion.”

“Enterprises can obtain significant savings, increased functionality, and better control by having an in-house conference bridge facility.”

• Easy to include key people wherever they are: – Get the required expertise/authority when needed– Minimum interruption from working

• Respond to business needs: – More meetings in less time– Increasing pressure to be at two locations at once– Travel restrictions due to limited budget or risks

• Cost and productivity benefits:– Reduction in travel, leading to lower costs,less wasted time– More effective working practices, leading to shorter project

times, and supporting dispersed organizations and complex supply chains.

• Quick Return On Investment (ROI):– Typical ROI of just 4 to 6 months compared to Service

Providers-based conferencing services

Why use Audio-Conferencing?

1. It’s expensive– The fact is, your company can realize significant cost savings

by bringing your conferencing in-house. Nearly all of our systems pay for themselves within 4 to 6 months.

2. It requires elaborate maintenance– Most customers actually spend less than 8 hours a month

maintaining their systems. Support issues are handled remotely, so almost no administration is required on-site.

3. It’s difficult to use– Avaya conferencing solutions are easy to use. Simply dial the

DID/DDI number allocated to the conference bridge, enter the PIN code for security (if required) and you’re in.

5 Myths About In-house Conferencing

4. It’s too limited– The Avaya IP Office Conferencing solution can scale up to 64

participants per conference. Statistics show that on average, there are just 6 participants on non-attended conference calls (also known as “Dial In” or “Meet Me conferencing”), so IP Office covers most capacity needs.

5. It’s a “nice-to-have,” but not a necessity– More efficiently communications, faster time-to-market for

products and services, and better customer service lead to higher profits for your business. In-house conferencing is a lot more than a nice-to-have!

5 Myths About In-house Conferencing

Savings and Convenience

• Hard cost savings– 60-80% over alternatives– Reduced travel expenditure– ROI in typically 4 to 6 months

• Soft cost savings– Reduced time & risk spent traveling– Increased worker productivity & personal security

• Convenience– Virtual meetings anytime, anywhere– Easy to install, maintain and run

• Leverages existing infrastructure

• Better security with in-house control

Enterprise/SMB Conferencing - Market Stats

• Conferencing services have been used for a number of years by large enterprises but not so much by SMBs.

• Most services used are basic audio conferences (85%-90%)• Huge growth expected for data/voice conferencing (10 fold in 5

years)• Typical number of attendees per conference call are:

– Attended conference (operator): 9 participants– Non-attended (meet-me): 6 participants

• Main territories where conferencing is used are: USA, UK, Germany, France, Sweden, Spain (no data available for CALA and APAC)

Source: Wainhouse

IP Office Conferencing• Integral Conference Chip.

– SOE = 8 party. IP406v2 = 64 party. – IP412 = 2 x 64 party.

• Conference set up Via– Direct dial to Conference Bridge– Dial via VMPro – Security Checks– Conference button on Handset– PhoneManager– SoftConsole. Requires VMPRO

• Conference Center. – Builds onto VMPro– Set up Via WEB Interface– Host Control via WEB interface– Delegates automatically notified.– Visual aids via WEB interface.

ROI key to this application.

Conferencing Center

• Conference Center – Setup, Control and user access via WEB Pages– Uses IIS

• Easy to Set up– Simple to use. Easy to access WEB interface– Individual log in profiles.– Stored Contacts. Conference Templates.

• On Line Control– Real time view of Delegates– Control on Audio. Listen Only– Visual Aid via HTML Interface. Push PPT.

• Full report on completion of the conference

Payback within Months for companies that utilise Off site Conference facilities

Example figures are provided

Service Provider AT&TSetup Charge of service provider $0.00 Insert Service Provider set up charge (if applicable)

Conferencing Expenditure:

Cost of call/minute/delegate $0.22 Insert Service Provider current cost for conferencingAverage No. Delegates per conference 6Estimated conference duration/day (Hrs) 2

Weekly Expenditure $792.00 cost/min*60*No. Delegates*duration per day*5

IP Office Conferencing Costs

IP Office Hardware $4,635.00 Insert Hardware costs - e.g: IP403 DS + PRI T1VoiceMail Pro + Conferencing Center RFA $6,995.00 Insert Voicemail Pro cost e.g. 4 port (+ Conferencing Center RFA if required)PC hardware (if not already available) $1,000.00 Insert PC costs (min. spec: Pentium 300MHz with 256Mb RAM)

Total Equipment Costs $12,630.00Optional Costs

3rd-party PBX upgrade costs (if piggy-backed) $4,000.00 Insert E1/T1 card (+ any other upgrade) costs on 3rd-party PBXInstallation costs $2,000.00

Total optional costs $6,000.00

Total equipment + optional costs $18,630.00

Return on Investment Calculation (Weeks) 23.5 weeks (Equipment costs-setup cost)/weekly expenditure

Return on Investment Calculation (Months) 5.4 months

Typical Return on Investment (ROI)

Conferencing Center Demonstration

Case study – CAP Ventures Consulting Firm (US & UK)

Challenge• With 2 international offices as well as

customers spanning the globe, CAP Ventures was amassing significant long-distance telephone charges

• The existing telephone system was over 20 years old, inflexible, and difficult to manage

Goal• A system that supported the company’s

growth needs and networked with the UK phone system

• Easy Moves, Adds and Changes

• A cost effective conferencing solution

Case study – CAP Ventures

Solution: IP Office• IP406 - a robust set of features and

applications at a great price• IP networking between the US and UK offices

The Result• CAP Ventures will save

– Between $23,000 and $30,000 per year in telecommunications cost

• between $15,000 and $20,000 annually by using IP Office as a conferencing solution

• between $8,000 and $10,000 annually through reduction in toll charges

IP Office against the competition:

IP Office Siemens HiPath3000 Alcatel omniPCX Office

Built-in: Up to 64-party conferencing.

Workers have their own Meet-Me Conferencing Bridge.

Optional Web collaboration tool reduces network service

charges.

5-party conferencing only; no meet-me bridge without expensive OpenScape or

third-party servers

4-party conferencing only; no meet-me bridge or web-based

conferencing

Nortel BCM Cisco CM Express Inter-Tel Axxess

3-party conferencing only; no meet-me bridge (as of R4.0 in

August, 2006, 40-party conferencing/bridge will be

supported)

4-party conferencing only; no meet-me bridge

4-party conferencing only; no meet-me bridge

Competitive AnalysisService Provider Conferencing Services (e.g: AT&T, Sprint, BT, etc…):

Enterprise SMB solutions (e.g: Forum, Tec International)

Next-Generation Enterprise solutions (e.g: PlaceWare, WebEx)

Strengths:• Port capacity & reliability• Attended Services• Toll-free services, etc

Weaknesses:• Higher costs• Security & Privacy

Strengths:• Existing market share & channel• Medium cost but dated equipment

Weaknesses:• Typically audio only (No data conferencing)• No PhoneManager/SoftConsole-like functionality

Strengths:• Application sharing• SIP-based architecture• Low call costs (VoIP)

Weaknesses:• High Costs• No traditional voice offer • No QoS when using the Internet• Application download required for web client

IP Office Applications Workshops:Client Applications

Phone Manager – What is it

• Personal Productivity Tool.– Lite, Pro or Softphone Options.

• Application to load on User PC.– Enhances Handset functionality.

• Provide users with Visibility and Control.– Visibility of team members status.– Caller information. Allows selectivity.– Call History and Message Control.– Handset Control. Park, Hold, Forward, etc– Personalised Directory.

• Provide Presence.– Integration with MS LCS. – Who’s Logged In. Instant Messaging

Phone Manager Key Customer Benefits

• Turns a basic handset into a very effective information device.

• Responsive Workforce– Visibility of Caller. Know who is calling and how to respond.– Status of co-workers. Never route to a mailbox.– Collaboration through MS LCS. Presence– Co-Opt appropriate resource. Easy Conference control.

• User Availability– Easy control of handset for coverage. Forward or Twinning.– PhoneManager Softphone provides Mobility.

• Call centre functionality at low cost– Provide Queue Visibility. Provide visual status of the team– Maintain customer contact and never loose a call– Keep a visual history of calls received and made– Keep a visual history of missed calls and messages

SoftConsole – What is it

• Switchboard Operation– Application on User CD to load on user PC.– Licensed Application per user. Up to 4 users IP Office.

• Secure Solution

– Works alongside telephone handset.

– Calls not Answered can flood over.

• Pop alternative SoftConsole

– Calls not answered return to switchboard.

• Call Centre Supervisor Operation

– Visibility of Agents.

– Make Agents Available.

– Make Agents Active in Group.

Three Advantages of SoftConsole.

• Visibility – No routing calls to a busy line.– See agents available in groups. – See user available to take calls

• Integrated Solution – One screen for all communications– Use MS Outlook contacts list.

• Control – Ensure calls answered.– Works for Call Centre Supervisor– Ensure associates active.– Forward extensions to mobiles

Phone Manager/SoftConsole Demonstration

Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™

and FIFA Women’s World Cup 2003