A vaya Global Services

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1 A vaya Global Services A vaya Multimedia Conferencing Services IP Telephony Contact Centers Unified Communication Services

2 Successful businesses understand the importance of effective communications. And, in today s Customer Economy, with shrinking budgets and increasing travel restrictions, timely and cost-effective communications with key suppliers, partners, and customers are even more critical. Every business has a unique set of conferencing needs and Avaya can help you meet those needs by designing and delivering the right multimedia solution. A vaya Multimedia Conferencing Services offer flexible solutions that provide your business with access to user-friendly audio and video conferencing technologies. Whether you need a complete, end-to-end solution or an individual service to complement your in-house capabilities, Avaya can deliver the level of support that works best for you. IP Telephony Contact Centers Unified Communication Services

3 A Single Source for Developing Y our Multimedia Network The Avaya Multimedia Collaboration Center provides end-to-end solutions, including Video Technical Services, Conference Management Services, and Custom Multimedia Services. We feature a full range of services to help you design, install, and maintain the right solution to maximize your investment. Network Design: This service identifies the specific components required for the appropriate video conferencing solution you select. It also includes stand-alone documentation a complete network layout, a list of required lines/facilities, endpoint considerations, and switch requirements. Project Management: Certified project managers follow a four-phase methodology (initiation/ definition, planning, execution/control, and close out) to help ensure a successful installation. Engineering: Our engineers verify your needs and provide technical support in designing, implementing, and testing the right software translations to help ensure that your system is easy to operate and maintain. Integration: We ll work with you to identify and resolve problems or issues, deliver successful integration of video and audio products within your network, and complete a system test plan. If the solution involves non-avaya products, we will work with you and other product vendors to test their interconnections/interactions. Remote Training: You can select from a list of instructor-led courses such as Basic Troubleshooting for Group Video Systems and Video Keypad. In addition, we provide training on remote multimedia products such as Polycom ViewStation and Avaya Audio Conferencing System Audio Bridge. If you have a specific training need, we can design and deliver a custom course based on your input. Maintenance: Avaya provides Remote Technical Support and next-day parts, on-site support (remote technical support with on-site technicians and next-day parts), and resolution management by working with all vendors to deliver an end-to-end solution. Installation: Avaya s on-site installation support provides basic equipment setup service including the complete installation of the physical equipment (but not electrical wiring). For remote installation support, Avaya s Remote Technical Support team of certified engineers will verify that your equipment powers up correctly and that it passes all local tests. 1 a higher plane of communication

4 Audio/Video Conference Management Services Avaya Audio/Video Conference Management Services provide a broad range of support for any multi-vendor, multimedia network: Video Management Services: When you want to set up a video conference call, you have a single point of contact for all your conference needs. Avaya staff will designate the toll-free telephone number and Personal Identification Number (PIN) number for direct access and provide immediate online reservation confirmation. At your request, the staff can provide Internet access for video and room reservations (view only). Audio Management Services: Avaya staff will designate the toll-free telephone number and Personal Identification Number (PIN) number for direct access, managing audio bridge facilities (domestic and international), scheduling audio facilities for all attended, and unattended audio conference calls, and by providing Monthly Call Detail reports. You also have 7x24 access to additional support with technical assistance for troubleshooting audio conference calls. Audio/Video Conferencing Management Options and Demand Services We also offer a number of audio/video conferencing management options and demand services to augment our service. Audio Conferencing Management Options include: Adedicated operator for attended calls that can conduct a question and answer session, roll call, and polling functions. Reservations, scheduling, and audio bridging provide audio conference coordination on a per call, 7x24 hour basis for overflow capacity of your own audio bridge. Video Conferencing Management Options include: Reservations, scheduling, and video bridging provide you with management and coordination for all video calls on a per call, 7x24 hour basis. With this service, you can use multi-point video conferencing even if you don t own a video bridge. A Single Source for Developing Y our Multimedia Network Network Design Project Management Engineering Integration Remote Training Maintenance Installation

5 Reservations, scheduling, and bridge management provide a 7x24 hour management and coordination service for your video endpoints and your own video bridge. The following Demand Services are also available to complement your videoconference: Call Assurance: This proactive service provides a dedicated engineer to monitor your event to assure the progress of the call and provide any necessary assistance. Call Setup: This service relieves you of having to interpret the video unit dialing instructions, speed capabilities, and video unit specifics. We set the call up and you re ready to go when you enter the conference room. Meet and Greet: With this service, you can feel confident that all video locations have joined your call with a good audio and video connection. The video engineer joins the call once during the setup time and announces the participants who are on the call and those who are not. Meet and Greet dedicates the engineer to wait throughout the setup and complete an audio/video test with each video endpoint. Conference Recording: If you desire, we can record your videoconference (available when you request a video reservation). Our pricing is based per eight-hour VHS tape and we send the tape to the conference call host via overnight delivery. We also offer re-broadcasts and video conference recording on CD to be mailed overnight to the host (a two-hour maximum applies). Custom Multimedia Services Avaya Custom Multimedia Services can accommodate your unique multimedia requirements to establish audio/video capabilities. The Avaya Custom Multimedia Group has provided custom-integrated video products and services for 20+ years. With more than 400 custom facilities installed and operational, Avaya s turnkey operation includes: Consultative Services: Avaya s experienced professional multimedia consultants will meet with you to develop a master plan for incorporating multimedia applications into your business culture. These services include developing business applications for corporate implementation, identifying appropriate equipment configurations and evaluating potential conference meeting space. Site Engineering Assessment: This assessment service will determine whether your existing site can be modified or if you ll need a new video facility to accommodate your multimedia needs. Avaya s engineering team will gather the information required to prepare construction drawings, define detailed construction statements of work, 3 a higher plane of communication

6 A vaya Custom Multimedia Services Consultative Services Site Engineering Assessment Project Management System Engineering Installation and evaluate local conditions that may impact implementation of electronic equipment. Our comprehensive design documentation will include such pertinent information as the required architectural, mechanical, and electrical work, a complete floor plan based upon equipment, an acoustical and lighting plan, and a power (AC) plan. Project Management: Avaya s fully trained and certified professional project managers will order all equipment components, coordinate internal engineering and technical resources, direct subcontractors, develop and manage the implementation schedule, and act as a communications vehicle between you and Avaya to keep you informed at all times. System Engineering: Avaya integrates individual manufacturer components with standard PictureTel and Polycom products. Our experienced video and software engineers provide quality electronic equipment systems designs for dependable multimedia systems. They also deliver proven programming designs to support easy-to-use functional operation of all room electronic equipment in a touch-screen control system. Avaya s technical writers prepare operational manuals that illustrate step-by-step room control functions as well as a one-page cheat sheet for easy operation. Installation: Our field technicians, in a closely coordinated effort with our engineers, will implement the custom design specifications including electronic integration and pre-assembly of equipment components at our facility, on-site installation and final assembly of custom multimedia systems, execution of comprehensive test and acceptance plan (test calls), and review of room operational control functions.

7 A vaya s Experienced Team Delivers the Services You Need Avaya enables you to communicate worldwide with reliability and at a reasonable cost. As a single-source multimedia solution, Avaya has: Certified professionals: 95 percent of our engineers have completed the Certified Videoconferencing Engineering program and achieved certification. All of our project managers have received their Master s Certificate in Project Management and are certified with the Project Management Institute. Multi-vendor support based on multimedia applications, not just individual applications. The ability to provide next-day parts and service capabilities as well as extensive network troubleshooting capabilities. Installed over 10,000 PictureTel and Polycom systems. As an industry leader, we offer: Availability: With 3,000 Avaya technicians located throughout the US for quick dispatch. Velocity: On average, you can expect to get through to engineers within 70 seconds; and, you ll receive completed video designs within only two days. Quality Service and Customer Satisfaction: In the results of customer satisfaction surveys, our customers rate Avaya Good-Excellent 95 percent of the time. One-stop Shopping Offers Exceptional Value With Avaya Multimedia Conferencing Services, you ll have the peace of mind that comes with a solution that is planned and implemented by experts. Avaya offers custom solutions, a full range of services, top multimedia products, and an experienced support team. Avaya offers a complete service suite including design and implementation, project management, custom rooms, maintenance, and management and training in a seamless one-stop shopping environment. We provide a strong service backbone by designing cost-effective and reliable multimedia systems that allow you to focus on surviving and thriving in a difficult economic environment. As complete solutions or as stand-alone services, you choose the exact level of support you need to complete your existing in-house capabilities and meet your budgetary requirements. For More Information If you would like more information on how Avaya Multimedia Conferencing Services can support you, please contact your Avaya Client Executive or Authorized Avaya BusinessPartner or visit us at avaya.com 5 a higher plane of communication

8 About Avaya Avaya enables businesses to achieve superior results by designing, building and managing their communications networks. More than one million businesses worldwide, including 90 percent of the FORTUNE 500, rely on Avaya solutions and services to enhance value, improve productivity and gain competitive advantage. Focused on enterprises large to small, Avaya is a world leader in secure and reliable IP telephony systems, communications software applications and full life-cycle services. Driving the convergence of voice and data communications with business applications and distinguished by comprehensive worldwide services Avaya helps customers leverage existing and new networks to unlock value and enhance business performance. reach a higher plane of communication IP Telephony Contact Centers Unified Communication Services 2003 Avaya Inc. All Rights Reserved. Unless otherwise identified, all trademarks identified by the TM,, SM are trademarks, registered trademarks or service marks, respectively, of Avaya Inc. FORTUNE 500 is a registered trademark of Time Inc. All other trademarks are the property of their respective owners. The above information is based on knowledge available at the time of publication and is subject to change without notice. Printed in U.S.A. 02/03 SVC avaya.com

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