1. SIP Within Your Enterprise, Simplifying BusinessCommunications While Lowering Costs Darren Verette Avaya Solution Consultant Avayas Business Communication Solutions GroupAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy.

2. http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdfAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 3. 1Business Drivers for SIP and Technology Direction2Introducing the SIP Session Manager and its Benefits3SIP Considerations in Customer ContactAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 4. Session Initiation ProtocolSIP can be called a rendezvous protocol. That is, it allows endpoints on theInternet to discover, locate, negotiate, and establish sessions. What kind ofsessions? 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 groupon the Internet Engineering Task Force (IETF). Avaya and othermajor companies are active in the IETF SIP working group andin other industry groups, working to ensure that SIP-enabledsolutions work across businesses and enterprises with a variety oflegacy, new, and evolving networking and telecommunicationsinfrastructures and products to enhance and revolutionize the world ofreal-time business communications.SIP is used to identify, locate, and enjoin parties who want to communicateusing any peer-to-peer media type. However, SIP does not transport themedia itself: That is handled by codecs within the communicationsprograms or devices. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 5. Technology ShiftUsing SIP for Business AdvantagePre 2000 2000 - TodayTomorrow IN/SS7CTI Peering and OverlayOverlay Loose Coupling SOAApplicationApplication AppAppConnection ConnectionSIPPresenceNetwork Connection IP H.323ISDN and TDM SIP Network Flatten NetworkApplications ConsolidateEverywhere ExtendAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy.2009. All rights reserved. 6. Session Initiation Protocol Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 7. SIP Helping You Achieve Your Business GoalsPresence allows your employees and customers to communicate more efficiently.User-centricity gives your users more flexibility and options while improvingcontrol of technology and greatly simplifying device (and communications)management.Multi-modal capabilities provide a richer communications experience andempower your business to better serve your customers.Simplified architectures promote interoperability while simultaneously allowingyour business to reduce costs, rapidly deploy new applications and solutions, andgrow with your business. Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 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 EmailAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 9. Common Customer ScenarioLegacy Consolidation, Incremental EvolutionBusiness Challenge Heterogeneous multi-vendor mix of TDM and IP Too complex and costly to rip and replace everything in one step How to get significant cost savings now? How to securely add incremental UC applications now? Old costly stand-alone branch/store systems, mobile workforce, etc. Solution delivering Cost savings, TCO, Productivity Core SIP routing for new and old (use gateways to legacy) Centralized dial-plan, on-net calling, SIP trunking to core (not edge) Deploy SIP applications by user: conferencing, mobility, UC, CEBP Roll out centrally managed branches Replace legacy incrementally Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 10. Complexity Video Enterprise Systems ApplicationsContact ConferencingCenters ServicesCommunicationDataSystemsCentersENTERPRISE NETWORK Communication Systems Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.2009. All rights reserved. 10 11. A Business User Wants.The right APPLICATIONSneeded to perform their job atany point in their day..while CONNECTED toPSTN WiFIany network..LANWireless.. and ACCESS themfrom any device orlocation. In most cases, they cant. Why?Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 11 12. Todays Objective:To share the key that solves this problem, its business impact & projected implication on real-timecommunications in the enterprise.Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 12 13. 1Business Drivers for SIP and Technology Direction2Introducing the SIP Session Manager and its Benefits3SIP Considerations in Customer ContactAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 14. Introducing the SIP Session Manager GlobalRouting PolicyAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 15. Registrar and Location Function Registrar Server. When users come online, they need to make sure that others are aware theyre 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.Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 16. Connecting User to User Not Device to DeviceAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 17. Enterprise Wide RegistrarAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 18. SIP Entities and Security AgentAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 19. Trusted SIP Entities Across the EnterpriseAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 20. Network Routing PoliciesAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 21. Making Calls Outside the EnterpriseAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 22. Harnessing Network Cost SavingsAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 23. Least Cost RoutingAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 24. Least Cost RoutingAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 25. Policies for the Enterprise and the End UserAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 26. Individual PoliciesAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 27. Session ManagerUser Profile ApplicationsAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 28. 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% reductionAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 29. Immediate Opportunity: 12 month ROIGlobal BankX Carrier Costs Savings= $12 Million Savings / Year Consumer Service Provider X Reduced outsourcingPSTN costs = $11 Million Savings/ Year Reduced Infrastructure,High Tech ManufacturingX CarrierImproved customer= $20 Million Savings / Year service Travel andGlobal ConsultingFirmX International Mobile Calling = $ 10 Million Savings / Year Total Savings by 4 Customers: $53 MillionAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy.2009. All rights reserved. 29 30. 1Business Drivers for SIP and Technology Direction2Introducing the SIP Session Manager and its Benefits3SIP Considerations in Customer ContactAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 31. A Day in the Life of Customer Service Observations on two separate visitsMost 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%)Multiple inquiries/Complex questionModerately complicated Assisted SSStraight forward low hanging fruitCould be avoided via improved routingAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy.2009. All rights reserved. 32. Current State800#Self Service PSTNWANPeripheral GW Call Scripting,Pre Route Caller OptionsCommunication Load Balancing High cost-per-call*ManagerNon-optimized self-serviceNo intelligent wait treatmentInconsistent OutcomesSilos of technologyAdded infrastructureExcessive Maintenance andAdministrationCall Center*Due to take-back andtransfer fees Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 33. Call Observation Categorization When does my item ship? Whats 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 Im going to return an item and Id like to debate the shipping fee 2:00Multiple inquiries/Complex question Is the item still available? 54 secsModerately complicated Assisted SSStraight forward low hanging fruitCould be avoided via improved routingAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 34. What do these findings reveal? There is value in considering new models for customer routingAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 35. 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 FunctionsAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 36. Future StateCost Take OutAll ongoing costs associatedServicewith take back and transfer,ProviderGeotel dip fees (SS7) and BPOPSTNIVR are eliminatedAgent specific wait treatment, CallerRequested sell, segmentationcrossSessionCall Scripting,ManagerCaller Options Load Balancing Core Communication Manager Feature Server Travel upgrade sold whilecustomer is in queue!Home Agents (nowToday, your customer iscaptiveworking parcel shifts as needed listening to music while infor surge) are cost-optimized queue DataBPO agents are now 100% Networkreported and observable Communicationthrough DC systems ManagerICRAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy.GatewayHome Agent2009. All rights reserved. 37. Customer Specific Wait TreatmentMs. Davis, thank you for calling Cust Service!CarrierA customer service agent will be right withyou. Your recent order of the Denim Pantsshipped On Monday, June 8th and is scheduledto Arrive on Friday, June 12th. Your package was Customer Shipped via FedEx Ground. Your shippingContext Number is 5552345. To repeat this information, AwareSimply press 1. If this completely satisfies yourreason for calling today, please press 2 andhang upCall Scripting,Caller OptionsLoad BalancingCommunication ManagerVoice PortalExample:10% of Customer ServiceCalls Deflected = $262,000 yr.7.5 Agents @ $35KCall CenterAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 38. Key Benefits of SIP in this Role Uses Voice Portal as primary control point/queue point Reduces PBX footprint -- lower OPEX, and CAPEX Allows businesses to migrate from legacy ACDs (ex: Nortel) to CM New Routing Application for ACD load balancing Eliminates the need for complex, expensive pre-routing CTI solutions (lower OPEX and CAPEX) SIP Call Context Integration reduces CTI complexities Reduces the need for proprietary post-routing CTI solutions (lower OPEX and CAPEX) Enhanced Wait Treatment via an application on VP Improved customer experience and satisfaction Avaya Proprietary./ Cross-sell agreement or Avaya policy. Up-sell Use pursuant to your signed opportunities2009. All rights reserved. 39. Shipping NotificationOutbound CampaignBuilt on Future StateMs. Davis, This is ABC calling with a shippingupdate! Your recent order of the Sterling SilverPlatinum & 18K Vermeil Blue Amethyst EtruscanRing shipped On Monday, May 18th and are Campaign Buildscheduled to Arrive on Friday, May 22nd. Yourpackage was Shipped via FedEx Ground. Yourshipping Number is 5552346. To repeat this Orderinformation, Simply press 1. Enjoy your ring! Shipped Data SessionLaunch ManagerCampaignCore Ship Date Tracking Number Carrier Network ICR/ProActiveDeflection of inbound calls seeking Outbound shipping date and date of arrivalScript/Speech Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.2009. All rights reserved. 40. 14-Day Extended WarrantyOutbound CampaignBuilt on Future StateMr. Douglas, this is a courtesy call from ABC!We trust you are enjoying your newMitsubishi HDTV! We wanted to advise youthat today is the last day you can add the full 2Campaign Buildyear Protection Plan to your purchase. Why notadd this important coverage to your purchasenow? If youd like to proceed with this coverage14 Daysimply authorize the addition by entering Customer Data SessionLaunch ManagerCampaignCore Pay-Type Confirm User CarrierBioMetrics Network ICR/ProActive $169 Warranty on Flat Screen,OutboundMultiplied by just 10 customers Script/Speechper day = $600,000/YR Just for Flat Screens! Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.2009. All rights reserved. 41. Step 1My Mobile ?Customer Care - $Built on Future StateStep 6 Step 2 Work (Phantom Call)Carrier DataPlaced in queueNetworkNetworkStep 3 Customer specificwait treatment, EWT,Session cross sell,Managersegmentation Core Agent Analytics ICRStep 5Step 4 Pre CallWork Avaya Proprietary. Use pursuant to your signed agreement or Avaya policy.2009. All rights reserved. 42. Return on Investment Areas of PursuitAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 43. Return on Investment Areas of PursuitAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 44. Return on Investment Areas of PursuitAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 45. http://www.avaya.com/master-usa/en-us/resource/assets/premiumcontent/sipfordummies.pdfAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved. 46. Thank you!Questions / DiscussionAvaya Proprietary. Use pursuant to your signed agreement or Avaya policy. 2009. All rights reserved.