1. SIP Within Your Enterprise, Simplifying Business Communications While Lowering Costs Darren Verette Avaya Solution Consultant – Avaya’s Business Communication Solutions Group

2. http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdf

3. Business Drivers for SIP and Technology Direction 1 Introducing the SIP Session Manager and its Benefits 2 SIP Considerations in Customer Contact 3

4. Session Initiation Protocol SIP can be called a “rendezvous” protocol. That is, it allows endpoints on the Internet to discover, locate, negotiate, and establish sessions. What kind of sessions? Any kind of sessions. SIP is used to establish VoIP (of course), video, gaming, text, call control. SIP is an open protocol standard, with an active working group on the Internet Engineering Task Force (IETF). Avaya and other major companies are active in the IETF SIP working group and in other industry groups, working to ensure that SIP-enabled solutions work across businesses and enterprises with a variety of legacy, new, and evolving networking and telecommunications infrastructures and products to enhance and revolutionize the world of real-time business communications. SIP is used to identify, locate, and enjoin parties who want to communicate using any peer-to-peer media type. However, SIP does not transport the media itself: That is handled by codecs within the communications programs or devices.

5. Pre 2000 2000 - Today Tomorrow IN/SS7 Overlay CTI Overlay Peering and Loose Coupling SOA SIP Presence H.323 IP SIP ISDN and TDM ApplicationsEverywhere FlattenConsolidateExtend Technology ShiftUsing SIP for Business Advantage App App Application Application Connection Connection Connection Network Network Network

6. Session Initiation Protocol

7. Presenceallows your employees and customers to communicate more efficiently. User-centricitygives your users more flexibility and options while improving control of technology and greatly simplifying device (and communications) management. Multi-modal capabilitiesprovide a richer communications experience and empower your business to better serve your customers. Simplified architecturespromote interoperability while simultaneously allowing your business to reduce costs, rapidly deploy new applications and solutions, and grow with your business. SIP Helping You Achieve Your Business Goals

8. “How can I reach you…?” Home Number Office Number Direct Number Fax Number Mobile Number Text Messaging SMS IM Screen Name or Alias Facebook/Social Networking Corporate Email Personal Email

10. Too complex and costly to “rip and replace” everything in one step

11. How to get significant cost savings now?

12. How to securely add incremental UC applications now?

14. Centralized dial-plan, on-net calling, SIP trunking to core (not edge)

15. Deploy SIP applications by user: conferencing, mobility, UC, CEBP

16. Roll out centrally managed branches

17. Replace legacy incrementally Solution delivering Cost savings, TCO, Productivity Common Customer ScenarioLegacy Consolidation, Incremental Evolution

18. Complexity Video Systems Enterprise Applications Contact Centers Conferencing Services Communication Systems Data Centers ENTERPRISE NETWORK Communication Systems 10

19. A Business User Wants…. The right APPLICATIONS needed to perform their job at any point in their day.. PSTN WiFI LAN Wireless …while CONNECTED to any network.. .. and ACCESS them from any device or location. In most cases, they can’t. Why? 11

20. Today’s Objective: To share the key that solves this problem, it’s business impact & projected implication on real-time communications in the enterprise. Applications Connections Access 12

21. Introducing the SIP Session Manager and its Benefits 2 Business Drivers for SIP and Technology Direction 1 SIP Considerations in Customer Contact 3

22. Introducing the SIP Session Manager Global Routing Policy

23. Registrar Server. When users come online, they need to make sure that others are aware they’re available to take and make calls. The Registrar authenticates and registers users when they come online, and stores information on the users’ logical identities and the communications devices or physical entities (IP address) of the communication devices they can use. The devices are identified by their URIs. Location Service. As users roam, the network needs to be continually aware of their locations. The location service is a database that keeps track of users and their locations. The location service gets its input from the registrar server and provides key information to the proxy and redirect servers. A SIP proxy or redirect server uses this information to obtain the mapping from logical SIP addresses to physical SIP addresses, so that communication sessions can be properly established and maintained. Registrar and Location Function

24. Connecting User to User – Not Device to Device

25. Enterprise Wide Registrar

26. SIP Entities and Security Agent

27. Trusted SIP Entities Across the Enterprise

28. Network Routing Policies

29. Making Calls Outside the Enterprise

30. Harnessing Network Cost Savings

31. Least Cost Routing

32. Least Cost Routing

33. Policies for the Enterprise and the End User

34. Individual Policies

35. Session Manager User Profile Applications

36. Green Benefits of SIP-based ArchitecturesSoftware configurations significantly reducing hardware needs 40,000 users 2 Data Centers Full redundancy Traditional approach 242 Rack Units New approach 54 Rack Units 78% reduction

37. Immediate Opportunity: 12 month ROI $12 Million Savings / Year Global Bank Carrier Costs Savings = X $11 Million Savings/ Year Consumer Service Provider Reduced outsourcing PSTN costs = X $20 Million Savings / Year High Tech Manufacturing Reduced Infrastructure, Carrier Improved customer service = X $ 10 Million Savings / Year Global Consulting Firm Travel and International Mobile Calling = X Total Savings by 4 Customers: $53 Million 29

38. SIP Considerations in Customer Contact 3 Business Drivers for SIP and Technology Direction 1 Introducing the SIP Session Manager and its Benefits 2

39. Multiple inquiries/Complex question Moderately complicated – Assisted SS Straight forward – low hanging fruit Could be avoided via improved routing A Day in the Life of Customer Service Observations on two separate visits Most frequent calls: When does my product ship/arrive? Question about payments Of the 33 calls observed, 5 were related to shipping (15.5%) Of the 33 calls observed, 12 were “complex” (36.2%) Of the 33 calls observed, 4 were transferred to Credit Provider (12.1%) The remaining 12 calls vary significantly in caller intent and complexity (36.2%)

40. Call Scripting, Caller Options Load Balancing Call Center Current State 800# PSTN WAN Self Service Peripheral GW Pre Route Communication Manager High cost-per-call* Non-optimized self-service No intelligent wait treatment Inconsistent Outcomes Silos of technology Added infrastructure Excessive Maintenance and Administration *Due to take-back and transfer fees

41. Multiple inquiries/Complex question Moderately complicated – Assisted SS Straight forward – low hanging fruit Could be avoided via improved routing Call Observation – Categorization When does my item ship? What’s my balance? When is my next payment? – 2:20 seconds Return product – How do I return? When will my product be delivered? No caller id Can I pay my bill online? May I return the product? - 3:20 seconds I’m going to return an item and I’d like to debate the shipping fee – 2:00 Is the item still available? – 54 secs

42. What do these findings reveal? There is value in considering new models for customer routing

43. A Transformational Solution for Operations, ITand Customer Relationship Imperatives SIP Intelligent Customer Routing A.K.A. Customer Context Routing Intelligent Wait Treatments Next Generation Multi-Modal Customer Contact Call Context Routing Workflow Proactive Outbound Notification SIP Load Balancing Self Service Functions

44. Session Manager Core DataNetwork Home Agents (now working parcel shifts as needed for surge) are cost-optimized BPO agents are now 100% reported and observable through DC systems Future State Cost Take Out All ongoing costs associated with take back and transfer, Geotel dip fees (SS7) and BPO IVR are eliminated Service Provider PSTN Caller specific wait treatment, cross sell, segmentation Agent Requested Call Scripting, Caller Options Load Balancing Communication Manager Feature Server Travel upgrade sold while customer is in queue! Today, your customer is captive listening to music while in queue… Communication Manager ICR Gateway Home Agent

45. Call Scripting, Caller Options Load Balancing Communication Manager Ms. Davis, thank you for calling Cust Service! A customer service agent will be right with you. Your recent order of the Denim Pants shipped On Monday, June 8th and is scheduled to Arrive on Friday, June 12th. Your package was Shipped via FedEx Ground. Your shipping Number is 5552345. To repeat this information, Simply press 1. If this completely satisfies your reason for calling today, please press 2 and hang up… Voice Portal Call Center Customer Specific Wait Treatment Carrier Customer Context Aware Example: 10% of Customer Service Calls Deflected = $262,000 yr. 7.5 Agents @ $35K

47. Allows businesses to migrate from legacy ACDs (ex: Nortel) to CM

48. Eliminates the need for complex, expensive pre-routing CTI solutions (lower OPEX and CAPEX)

49. Reduces the need for proprietary post-routing CTI solutions (lower OPEX and CAPEX)

50. Improved customer experience and satisfaction

52. Session Manager Core Mr. Douglas, this is a courtesy call from ABC! We trust you are enjoying your new Mitsubishi HDTV! We wanted to advise you that today is the last day you can add the full 2 year Protection Plan to your purchase. Why not add this important coverage to your purchase now? If you’d like to proceed with this coverage simply authorize the addition by entering… Launch Campaign Pay-Type Confirm User BioMetrics 14-Day Extended Warranty Outbound Campaign Built on Future State Campaign Build 14 Day Customer Data Carrier Network ICR/ProActive Outbound Script/Speech $169 Warranty on Flat Screen, Multiplied by just 10 customers per day = $600,000/YR Just for Flat Screens!

53. ? $ Pre Call Work Session Manager Core Step 2 “Work” (Phantom Call) Placed in queue Step 3 Customer specific wait treatment, EWT, cross sell, segmentation Agent ICR Analytics Step 5 Step 4 Step 1 My Mobile Customer Care - Built on Future State Step 6 Data Network Carrier Network

54. Return on Investment Areas of Pursuit

55. Return on Investment Areas of Pursuit

56. Return on Investment Areas of Pursuit

57. http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdf

58. Thank you! Questions / Discussion