...Avaya Contact Centre Solutions

Tell Me About...Avaya Contact Centre Solutions v1

Westcon is a value added distributor of category-leading unified communications, infrastructure, data centre and security solutions with a global network of specialty resellers. Our teams create unique programs and provide exceptional support to accelerate the business of our partners. Strong relationships at every level of the Westcon organisation enable our partners to receive support tailored to their needs. From global logistics and flexible customised financing solutions to pre-sales, technical and engineering assistance, we work with our partners to respond with agility and speed to changing market conditions so they can achieve the fastest time to revenue. The Avaya team at Westcon Convergence provides support through every aspect of the sales cycle, offering dedicated account management, marketing and a wide range of pre and post sales training and support. With a consultative approach the team is dedicated to helping you develop compelling solutions and grow your business. This guide is designed to help you understand Avaya Contact Centre solutions and the benefits they bring to your customer. LinkedIn Product Management Group Twitter WestconAvaya Facebook Westcon Avaya

Contents INTRODUCTION 4 How Westcon Convergence supports its Resellers 5 Market Overview 6 Avaya Contact Centre Solutions at a glance ASSISTED EXPERIENCE MANAGEMENT 8 Avaya Aura Call Center Elite 8 Business Advocate 9 one-x Agent 11 Avaya Aura Contact Center (AACC) 14 Avaya Contact Center Control Manager (ACCCM) 15 Avaya One Touch Video 16 Interaction Center 19 Avaya Social Media Manager PERFORMANCE MANAGEMENT 29 Call Management System (CMS) 29 Contact Analyzer 30 Desktop Wallboard 30 Performance Center 31 Operational Analyst 32 Avaya Aura Workforce Optimization 33 Avaya Speech Analytics HEADSETS 36 Plantronics 41 Plantronics Configuration Guide 44 Jabra 47 Jabra Configuration Guide AUTOMATED EXPERIENCE MANAGEMENT 21 Avaya Aura Experience Portal (Self Service) 23 Avaya Aura Orchestration Designer (AAOD) 25 Callback Assist (Self Service) 26 Avaya Aura Proactive Contact 27 Proactive Outreach Manager (Outbound and Self Service) SOCIAL MEDIA MANAGER NES PROACTIVE OUTREACH MANAGER PROACTIVE OPERA- TIONAL ANALYST PERFOR- MANCE INTERAC- TION ONE-X AGENT CALLBACK ASSIST DESKTOP WALL- BOARD ANALYZER ONE TOUCH VIDEO CONTROL MANAGER ORCHES- TRATION DESIGNER EXPERIENCE PORTAL WORKFORCE OPTIMI- ZATION CALL MANAGE- MENT SYSTEM CALL ELITE SPEECH ANALYTICS ASSISTED EXPERIENCE MANAGEMENT AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT Westcon: Tell me About... Avaya contact centre Solutions 3

How Westcon Convergence supports its Resellers Westcon is dedicated to supporting its resellers businesses, and we aim to make working with us an enjoyable and profitable experience. With extensive experience of supporting multiple reseller channels, we know that the key to this is to invest heavily in highly-skilled staff, a comprehensive range of services and market leading products. Account management A dedicated account manager ensures that our resellers have access to the full range of support and development resources that the Westcon Avaya partnership offers: Experience and knowledge to help grow your business Complete commercial ownership Regular product, pricing and promotion updates Business development support Training and knowledge development Westcon Academy offers a comprehensive training portfolio with a range of Avaya sales, pre and post sales training courses. Exclusive solution sales training delivered by leading industry experts Comprehensive, hands-on technical training Book online at the Westcon Academy site Bespoke training courses and workshops Pre-sales support Our highly experienced pre-sales team offer a wealth of knowledge and expertise in the following areas: Advice and consultancy Full support during the bidding process System design validation Support and advice for complex and multi-vendor solutions Full system configuration and pricing Customer presentations and solution demonstrations Professional services The Westcon Convergence Professional Services team have extensive experience in implementing and supporting the entire Avaya portfolio. Our services include: Customer operations With a strong focus on customer service, Westcon provides comprehensive operational support. Our customer operations team offers the following: Efficient logistics Order processing and fulfilment E-Commerce Query resolution MarkEting Our compelling market leading programmes are designed to help you develop your own skills and expertise and to develop your convergence business: Dedicated Avaya product management Channel marketing support Comprehensive demand generation initiatives Marketing customisation service Regular product forums & road shows OuR Web Portal Our exclusive web portal provides access to innovative convergence solutions and advanced reseller support services, helping to develop competitive advantage, profitable business and truly converged solutions. Features include: Multi-vendor resources and services Extensive Avaya collateral Sales and marketing tools Promotions and incentives Access to Westcon Convergence events convergence.westcon.com Solution pre-staging System installation and commissioning Technical Support Maintenance VoIP network readiness testing Project management

Market Overview The importance of customer service Customers will spend 83% 70% 20% of customers will buy more from companies that make doing business easier of customers will spend more money for good customer service more with companies providing good customer service Consumer, January 2011 - Wall Street Journal, April 2011 Interaction with customer service channels 63% 15% 27% 27% 27% 9% 15% 8% 10% 9% Voice (agent) Fax Voice (self) Email Web SMS Chat Video Social Media IM Source: Webtorials Editorial / Analyst Division Gartner Magic Quadrant for Contact Centre Infrastructure, Worldwide (June 2012) http://www.gartner.com/technology/reprints.do?id=1-1b5hwwn&ct=120629 Challengers Leaders Ability to execute Siemens Enterprise Communications NEC Alcatel-Lucent Mitel Altitude Software Enghouse Interactive Vocalcom ZTE Aastra Huawei Aspect Cisco SAP AVAYA Genesys Interactive Intelligence Niche Players Visionaries Completeness of vision Westcon: Tell me About... Avaya contact centre Solutions 5

Avaya Contact Centre Solutions at a glance SOCIAL MEDIA MANAGER NES PROACTIVE OUTREACH MANAGER PROACTIVE OPERA- TIONAL ANALYST PERFOR- MANCE INTERAC- TION ONE-X AGENT CALLBACK ASSIST DESKTOP WALL- BOARD ANALYZER ONE TOUCH VIDEO CONTROL MANAGER ORCHES- TRATION DESIGNER EXPERIENCE PORTAL WORKFORCE OPTIMI- ZATION CALL MANAGE- MENT SYSTEM CALL ELITE SPEECH ANALYTICS ASSISTED EXPERIENCE MANAGEMENT AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT Westcon: Tell me About... Avaya contact centre Solutions 6

AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION ONE TOUCH VIDEO CALL ELITE NES ONE-X AGENT CONTROL MANAGER PROACTIVE OUTREACH MANAGER ORCHES- TRATION DESIGNER PROACTIVE CALLBACK ASSIST EXPERIENCE PORTAL DESKTOP WALL- BOARD WORKFORCE OPTIMI- ZATION PERFOR- MANCE ANALYZER CALL MANAGE- MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA- TIONAL ANALYST in more details... ASSISTED EXPERIENCE MANAGEMENT

Avaya Aura Call Center Elite The Call Center Elite call routing software is an Automatic Call Distribution application that maximises routing and resource selection, allowing agents to handle calls more effectively and improving overall productivity. Avaya Aura Call Center Elite offers conditional (if/then) call routing, using context-based inputs and versatile selection capabilities. Managers can choose whether inbound calls connect with: 1 min the least busy agent, the first available agent, or the one with skills that best match the customer s needs. Features & Benefits Improve call-routing flexibility: Sophisticated call routing capabilities give managers a wide range of options. They can connect inbound calls to the least busy agent, the first available agent, or the agent with the skills that best match the individual customer's needs. Reduce costs, increase efficiency: Businesses can support agent specialisation and consolidate resources across sites to help build a more efficient, less costly call centre Deliver personalised service: The system allows managers to route calls to agents with specialised knowledge of products or processes, allowing them to provide informed, personalised service Virtual call routing allows businesses with multiple sites to maximise resource utilisation across all locations. Call Center Elite can integrate with traditional circuit-switched, H.323 and SIP networks (as well as hybrid environments), allowing businesses to protect existing hardware and software investments. Business Advocate Business Advocate manages all voice, email and web chat interactions via a single universal queue, intelligently routing customers in real-time to the best agent for their needs. It takes into account preestablished business objectives, customer needs and business value, and the skills and availability of the current agent pool. Business Advocate actively monitors all of this information, making rapid decisions about which agent should be matched to which customer. This may mean connecting to the agent whose immediate service may produce the greatest value, instead of the caller who has waited longest. Business Advocate is now included in both Avaya Aura Call Center Elite and Avaya Interaction Center at no additional cost. Business Advocate is now an entitlement within Avaya Aura Call Center Elite (additional hardware required). Features & Benefits Maximise every call: This application lets companies define customer segmentation policies and service level goals based on business objectives. This ensures that resources are allocated in ways that maximise the value of each customer contact. Get more control, with less work: Automated control, based on user-defined business rules, ensures that supervisors can manage agents and call distribution as they need to, without time-consuming manual intervention. Improve call centre efficiency: Capabilities like Predicted Wait Time and Reserve Agent Pools allow Business Advocate to foresee events that could impact service and respond automatically in real time. This helps the contact centre handle peaks in demand and other problems quickly and efficiently, without inconveniencing customers. As of Contact Center Release 6.0 Business Advocate functionality was merged into CC Elite. Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 8

one-x Agent one-x Agent is a desktop software application built specifically to meet the needs of contact centre agents, providing them with the software they need to be more productive, whether they re working in a headquarters location, a branch office or home office. One-touch access to functions such as conference, transfer and supervisor assist enables agents to effectively manage both communications and agent tasks, making them more responsive and collaborative regardless of where they are working. Integrated presence and instant messaging help one-x Agent users reach out to an available expert anywhere in the enterprise. Embedded desktop sharing allows agents to get immediate supervisor assistance if necessary. With one-x Agent, agents have the tools they need to drive first call resolution and high customer satisfaction. Key Benefits Real-time decision making: Real-time status updates of key performance indicators keep agents informed of queue status, talk time and other configurable metrics. Improved agent productivity: Screen pop-up of customer contextual data improves productivity and customer satisfaction, eliminating time-consuming agent lookup of relevant information. Enhanced agent training: Supervisor Desktop offers one-click access to functions such as service observing barge-in, and "quick alert" messaging to agents. A supervisor can coach an agent using instant messaging and viewing chat logs to ensure compliance. Increased agent flexibility: Agents can sit at any desk and see their own customised instance of one-x Agent, facilitating agent mobility and maximising use of real estate. Key Features Call Control: Answer/release, click-to-dial/im, hold/ unhold, conference & transfer Integrated tutorials & help: Ideal for new agents Pre-recorded agent greetings: Consistency when greeting customers Contact lists: Individual, shared or via MS Outlook Soft TTY: Hearing impaired customers are served within the same queue as other calls Business Continuity Options: Inherent within the embedded connectivity and virtualisation choices Central Management: Create and manage profiles from a centralised web client interface Dynamic Hot Desk: Encourages agents mobility and allows agents to sit at any desk Supervisor desktop: One-click access is provided to all key supervisor features such as barge-in Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 9

Connectivity Options COMPUTER: Voice over IP (VoIP) functionality with the PC acting as the phone DESK PHONE: Telephony control is shared between one-x Agent and the desk phone OTHER PHONE: Ideal for home workers as the voice is sent via the agent s home phone One-X Agent Deployment Options Desktop: IT departments can create a customised silent install to push to the application to the agent desktop. This removes the need for user intervention in the setup process and ensures that agents are up and running immediately Virtualisation: The following virtualisation platforms are supported for thin agent desktop: MS Windows 2008 Server Citrix XenApp (formerly Citrix Presentation Server 4.5) with option for application streaming environment Sun Ray VMWare ESX/VDI with Virtual Desktop Specifications PC Configuration Avaya PBX release Call Center software release Other requirements 1GHz Pentium processor minimum, 2GHz recommended Up to 500MB of available hard disk space; Vista may require more 1GB RAM minimum, 2GB or higher optimal if other applications run in parallel Full-duplex sound card, headset for VoIP operation Operating systems supported for agent desktop PC operation: Microsoft Windows XP Professional (32 or 64 bit) Microsoft Windows Vista (32 or 64 bit) Microsoft Windows Server 2003, 2008 Microsoft Windows 7 Server for Central Management: 2.33 GHz quad-core processor 16M RAM 40GB hard disk Red Hat Linux 5.2 OS Video camera and Avaya Video Telephony Server (AVTS) license required for video Avaya Communication Manager (CM) 2.x or higher for general operation Avaya CM 3.0 or later if control is shared control with an existing physical phone (Desk Phone option) Avaya CM 4.0 or higher if video is used Call Center 2.x or later Advanced Segmentation screen pop requires Communication Manager 3.0 or later Avaya Switcher II adapter is required for agent greetings in Other Phone and Desk Phone connection modes Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 10

Avaya Aura Contact Center (AACC) AACC is a standards-based, robust, software-only solution that facilitates agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types to manage customer experience, deliver exemplary service, generate profitable revenues, assert brand identity and remain competitive. Leverage real-time and historical information to deliver seamless, context-sensitive customer care Facilitates communication via voice and multimedia channels SIP-based solution with standard SOA and Web-services interfaces for maximum flexibility Virtualisation support facilitates server consolidation and promotes greater flexibility around deployments A contact centre that consistently delivers a unified, efficient and highly personalised customer contact experience Features & Benefits Enhanced customer service: Multimedia capabilities allow routing of communications via voice, email, instant messaging and more. Context preservation allows employees to better anticipate customer needs, improving first-contact resolution. Improved agent efficiency: Powerful desktop software allows agents to simultaneously handle multiple contacts and quickly access customer context information Make supervisors more effective: A suite of easyto-use administration tools reduce complexity and lower implementation overhead Get maximum flexibility: Open standards and a SIPbased architecture simplify development and integration of new functionality. A low server footprint increases agility while offering room for growth. Improve security and reliability: The software features real-time shadowing and automatic switchover for all core components, with zero-touch recovery Avaya Aura Contact Center VOICE OUTBOUND SCREEN POP EMAIL WEBCHAT INSTANT MESSAGE SOCIAL MEDIA CALL RECORDING (3rd party required) VOICE (SELF) REPORTING /ANALYTICS INTELLIGENT ROUTING The Call Recording feature is not a built-in element of AACC and a 3rd party would be required. Customers Note: Customers with legacy NES Contact Center are able to upgrade to AACC. For more information and pricing, please contact your Westcon Account Manager. Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 11

AACC for Mid-market For mid-market customers, there are packaged offers based around Avaya Aura Contact Center. This programme AACC-M includes the following three packages: PREMIER BUNDLE ADVANCED BUNDLE STANDARD BUNDLE AACC Email Agent Licence Instant Message Agent Licence Avaya Aura Experience Portal Self-Service Port Licence AACC Voice Agent Licence Web Chat Agent Licence Preview / Progressive Outbound Agent Licence Call Recording Port and AAWFO Compliance Recording Agent Licence Self-Service Announcement Port Self-Service Dialog Port Screen Pop (1 Supervisor per 10 Voice Agents) HA option available Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 12

Integrated Approach AACC is a powerful standalone solution but it can also integrate to other key areas of the Contact Centre portfolio: Provides an affordable multi-channel add-on solution Avaya Aura Contact Center Elite Avaya Aura Experience Portal Can be used as an IVR front end to AACC Centralised operational administration Avaya Contact Centre Control Manager Social Media Manager Integrate social media into the contact centre Minimum Requirements & Supported capabilities Switch Operating system Avaya Aura Communication Manager CM5.2.1+ standalone (with limitations) Avaya Aura MES Avaya CS 1000 R 5.0, 5.5, 6.0, 7.0 Windows Server 2008 R2, 64 bit Standard and Enterprise Editions Client Windows XP, Vista, Windows 7.0 Processor Quad Xeon 2.8 GHz with 8Gb of RAM Virtualisation Microsoft Hyper V, VMware vsphere 4.0 Agent/Supervisor Devices H.323 Avaya 16xx series IP Deskphones Avaya 46xx series IP Deskphones Avaya 96xx series IP Deskphones Avaya one-x Communicator 5.2 or later Embedded H.323 Softphone with Avaya Aura Agent Desktop Digital Avaya 24xx Digital Phones Avaya 64xx Digital Phones IP/Unistim Stack Avaya 11xx series Deskphone Avaya 12xx series Deskphone Avaya 2002 IP Deskphone Avaya 2050 IP Deskphone Avaya 2004 IP Deskphone Avaya 2007 IP Deskphone Digital Avaya 3904 Digital Deskphone Avaya 3905 Digital Deskphone Agent Desktop Multichannel Multiple call handling Offsite Agent Virtual Contact Center Reporting Scripting/Workflow Avaya Aura Agent Desktop Fully blended support for voice, email, IM, Web Chat, Fax, SMS and social media contact types Up to 6 simultaneous contacts can be handled by an agent (One voice call and up to five additional non-voice contacts) Avaya Aura Offsite Agent solution allows contact centre agents to work from any remote location whether that be a home or via a mobile phone Supports networked skills based assignment selection for voice and CTI data across up to 30 nodes in a single Virtual Contact Centre Granular and customisable real-time and historical reporting for voice and multimedia Built-in Graphical Orchestration Designer tool. Legacy text-based scripting fully supported and can be imported into Orchestration Designer. Self Service Avaya Aura Experience Portal, Voice Portal MPS 500 or MPS 1000 3.0, 3.5 (FP 2/3) Outbound Campaigns Workforce Optimization Optional preview and progressive outbound dialing with integrated campaigns manager or with the Proactive Contact solution. Avaya Aura Workforce Optimization is built in and does not require the separate configuration and licensing of DMCC, TSAPI and CTI licences Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 13

Avaya Contact Center Control Manager (ACCCM) ACCCM provides centralised operational administration exclusively for Avaya Contact Center Applications. ACCCM allows one-time definition and on-going management of the following entities and data relevant to contact centre systems: Agents, Skills, VDN s, extensions, call flows, IVR working hours, dynamic prompts and menu content. Access Control: Advanced security engine that includes roles-based permissions and is integrated to Active directory Graphical Call Flow Design Tool: Allows administrators to drag and drop icons to create vectors with export capability to Visio Multi Tenancy: Allows Service Providers to provide customers with access to the Avaya environment with full partitioning IVR: Enables the design & management of voice applications from a web interface and control of the entire IVR Features & Benefits Centralised management and administration of all contact centre applications User-friendly, web-based, highly personalised thin client application interface Full tenant partitioning with role-based access controls Single deployment of ACCCM supports multiple Avaya Communication Manager systems Non-technical staff can perform administrative tasks easily, based on ACCCM s enhanced role-based permission engine Seamless transition for customers with a mixed environment of Avaya Aura Contact Centers Negligible hardware requirements, a green solution enabling virtualisation and cloud networking and processing Scalable, accommodating organizations of all sizes Intuitive visual call flow design and vector management Full Microsoft Active Directory integration with single sign-on functionality ACCCM seamlessly integrates with and supports operational administration of Avaya s entire Contact Centre suite, including: Avaya workforce optimization Avaya Aura Communication Manager Avaya voice portal Avaya proactive outreach manager Avaya aura contact center Avaya proactive contact Avaya call management systems Avaya aura performance center Avaya interaction center Avaya contact center express avaya one-x agent avaya aura experience portal Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 14

W NW SW NE E SE Avaya One Touch Video Avaya One Touch Video enables voice and video collaboration between agents and end-users outside of the enterprise who have access to any Internet-connected device with a browser such as a PC, a tablet or a smartphone. Avaya One Touch Video solution provides a software solution that enables voice, voice/video conference and collaboration sessions between agents and end-users with access to an Internet-connected PC using a browser based Flash connection. Additionally, Avaya One Touch Video can take sessions initiated from an ios or Android device using an Adobe AIR application. When a session is initiated using Avaya One Touch Video, a two-way session is established between the consumer device (PC, kiosk or mobile) and the Avaya One Touch Video server software. SIP is used to signal the call to the enterprise user or Avaya Contact Center agent. The consumer uses the device s speaker, microphone and camera to communicate with the enterprise user or agent. Features & Benefits Browser based video using Flash: The end-user does not need to download a client or go through a special configuration process. Collects Context: The end-user does not need to repeat information the appropriate information gets passed to the agent along with the request. Application sharing, text chat, voice and video: Rich collaboration capabilities lead to a powerful customer experience and shorter calls. Internet Call: Drives return on investment by avoiding PSTN charges. Supports PC s as well as ios and Android mobile devices: Provides flexibility in the types of devices supported. N S Technical Specifications Avaya Compatible Components and Requirements: Client: Avaya one-x Communicator (video enabled) Avaya one-x Agent Avaya Aura Communication Manager Avaya Aura Communications Manager 6.0.1 SP5 with Avaya one-x Agent Avaya Aura Communications Manager 6.0.1 SP2 with Avaya one-x Communicator Avaya Aura Communication Manager 6.2 SP2 Avaya Aura Session Manager 6.1 or 6.2 Session Border Controller Avaya SIP Session Border Controller or other certified 3rd party SIP SBC Avaya One Touch Video Components: Avaya One Touch Video Gateway software Avaya One Touch Video SDK optional Avaya Professional Services Components: Video Network Readiness Assessment Avaya One Touch Video Solution Implementation Avaya One Touch Video Gateway software implementation, configuration and testing Optional Customisation of User Interface (UI) - includes branding and localisation which is not a part of the standard scope Optional Call Centre Design and Programming 3rd Party Components (Customer Provided): Server system(s) to host Avaya One Touch Video Gateway in Enterprise DMZ zone Server-class host system (due to real-time nature of offer, virtual machine implementation is not yet supported) Red Hat Enterprise Linux 5.5 32 bit (64 bit w/ 32 bit libraries) Java JRE 1.6 Update 20 (32 bit) 2 GHz or greater dual Quad-Core Intel / AMD CPU Minimum of 2 GB RAM Web firewall to separate Internet from Enterprise DMZ zone Web Server for hosting content (can reside on Avaya Flash Media Gateway in low volume applications) End customer initiating the call workstation enabled with Adobe Flash 10.3 or later with one of the following browsers: Internet Explorer 7 or later, Firefox 3 or later, Chrome 10 or later, Safari 5 or later Agent workstation equipment if required: Agent workstation PC with minimum 2 GB RAM Windows XP if running one-x Agent with video Video camera (Logitech 9000 or equivalent) Headset and microphone or equivalent hard phone Sufficient bandwidth to support video between agent and Avaya Flash / SIP Media Gateway(s) Kiosk workstation equipment if being installed as a branch solution Kiosk workstation PC and associated hardware Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 15

Interaction Center The Interaction Center software suite provides enterprise-class control of contact centre communications across multiple channels: voice, video, email, web chat and IP telephony. It simplifies the management process, helping companies maintain high levels of service, so they can consistently exceed customer expectations. Its open-standards-based architecture simplifies design, deployment and maintenance, so businesses can easily integrate it with their own data, applications and switching systems, as well as those of their partners. Key Benefits Improve customer service: Powerful management tools, multi-channel support and easy integration with external data give businesses the tools they need to deliver an optimal customer experience. Meet service-level objectives: Interaction Center uses enterprise business rules and customer segmentation data to more effectively handle incoming contacts, helping companies achieve service-level objectives. Simplify system management: Centralised application management and administration of business rules, workflows, agent work items and task loads allows businesses to streamline complex operations. Key Features Any Media Universal Routing and Queuing: All interactions, regardless of media type, are managed through a single, universal queue. Voice Contact Management: Incoming calls are managed and delivered to the best resource agent or self-service. Email Contact Management: Email is effectively managed and routed alongside other voice and other media. Web Collaboration: It integrates live, online help options to the contact centre. Video, Mobile & Social Media: Integration is supported to solutions such as video kiosk, video customer service, social media management and mobile. Agent Desktop: Single, easy to use unified desktop with prebuilt access to key enterprise applications and contact management controls. Application & Infrastructure Integration: Open standardsbased architecture and Web Services support enables seamless systems integration and effective workflow management across different platforms and operating systems. Administration & Management: The configuration and administration of resources is centralised. Voice Video email web chat ip telephony IP Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 16

Systems and Software Support Server OS Support Database Application Integration and Connectors Switches IVRs Agent Desktop Clients Customer Browser Support Email Applications Web Application Server Languages IBM AIX 6.1 LPAR and non-lpar Sun Solaris 10 on SPARC Microsoft Windows 2008 R2 IBM DB2 9.5 Microsoft SQL Server 2008 R2 Oracle 10g, 11g Siebel PeopleSoft CRM SAP E.Piphany Onyx Avaya (including Symposium) Aspect Cisco Avaya Aura Experience Portal Avaya Voice Portal Avaya Interactive Response Avaya Media Processing Server Edify/Intervoice IBM Windows Vista Enterprise and Ultimate Editions Windows XP SP3 Windows 7 Microsoft Internet Explorer Microsoft Internet Explorer Mozilla Firefox Apple Safari Google Chrome Opera Microsoft Exchange Server 2007 Lotus Domino Any email system using SMTP for outgoing and POP3/IMAP 4/Secure POP3/ Secure IMAP 4 for incoming IIS 7 Oracle iplanet 7 IBM HTTP Server 7 French German Russian Standard Italian Latin American Spanish Brazilian Portuguese Japanese Korean Thai US English Simplified Chinese Traditional Chinese Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 17

Capabilities Summary AGENT DESKTOP Fully Customisable Unified Desktop Mix browser-based & standard clients Agent status and control Work status summary Interaction history Transaction history Agent scripts and resource library Common work handling controls (work acceptance, transfer, conference) Media controls Voice, video, email/fax, web chat and other media Agent directory e-mail contact Management Natural language content analysis Read and compose e-mail Auto-response Suggested responses Frequent response library Spell checking Attachments Quality assurance web collaboration Text chat Voice over IP Chat Escorted browsing Page push Collaborative form filling Customer call-back Chat transcript viewing Frequent response library Spell checking Operations Administration & Management Management console Agent administration console Systems administration console other media Video (SIP Services, One Touch Video) Mobile (Customer Connections Mobile) Social Media (Social Media Manager) Workflow, Database, Agent Desktop Design and Development Workflow designer Database designer Agent desktop designer Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 18

Avaya Social Media Manager Avaya Social Media Manager enables businesses to keep abreast of what their customers and would-be customers are saying. It helps to quickly identify the social media conversations most relevant to the business. This solution gathers data on interactions from social media channels and analyses the data using intelligent engines. These interactions range from potential sales opportunity comments to general inquiries and complaints. Social Media Manager efficiently and automatically processes the social media interactions, delivering relevant actionable mentions to the appropriate resource for response. Because the solution focuses only on meaningful and actionable interactions, your business experiences improved efficiency and effectiveness of social media responses. Manual monitoring and processing expenses are also reduced. Elements of the social media solution include: Avaya Aura Contact Center or Interaction Center Avaya Social Media Manager Avaya Professional Services Implementation Advanced Applications Support Integration with Avaya Aura Contact Center for contact delivery enables use of existing infrastructure and resources including agents making the most of investments and talent. Integrated reports provide a full view of customer activity and insights. These reports help uncover new opportunities and modify business processes and strategies to increase revenue and profitability. Avaya Social Media Manager Social Media Manager polls interaction on multiple channels (Twitter, Facebook, RSS, 3rd party, etc.). It sends each interaction into Avaya Contact Center for handling. Social Media Manager incorporates a toolkit that provides Advanced Text Processing technology for language identification, relevance, spam and data classification. It also features a Social Media Context module that presents contextual information from public sites, such as Facebook or Twitter and other internal databases. This gives agents or specialists a more complete profile of the customer and a clearer understanding of how the social media contact is taking place. Avaya Aura Contact Center A standards-based, robust, software-only solution that facilitates agents and knowledge workers to efficiently and effectively collaborate with customers and partners across multiple media types. Social Media Strategic Consulting Avaya Strategic Consultants help to create a holistic, internal social media strategy that helps increase overall workforce collaboration. Consultants will outline inbound and outbound social media communication plans and align to customer service and marketing initiatives. Avaya Professional Services Implementation and Delivery Your business will receive comprehensive service delivery from design to implementation to develop and deploy Social Media Manager and Avaya Aura Contact Center applications. Avaya Dialog Designer Contact Center Routing and Reporting This routing and reporting function receives customer service requests through existing email interfaces within Avaya Aura Contact Center, Avaya Interaction Center, or Avaya Contact Center Express. The agent s desktop application displays specific contextual information and processed data about the customer. This tool combines computer telephony and database integration features into social media applications. It also provides web services based interfaces to the Social Media toolkit. Westcon: Tell me About... Avaya contact centre Solutions Assisted Management Experience 19

AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION ONE TOUCH VIDEO CALL ELITE NES ONE-X AGENT CONTROL MANAGER PROACTIVE OUTREACH MANAGER ORCHES- TRATION DESIGNER PROACTIVE CALLBACK ASSIST EXPERIENCE PORTAL DESKTOP WALL- BOARD WORKFORCE OPTIMI- ZATION PERFOR- MANCE ANALYZER CALL MANAGE- MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA- TIONAL ANALYST AUTOMATED EXPERIENCE MANAGEMENT in more details...

Avaya Aura Experience Portal (Self Service) Avaya Aura Experience Portal is the latest major release of Avaya Voice Portal and provides organisations with a single point of orchestration of all automated voice and multimedia applications across inbound phone or video, as well as outbound, phone, email or SMS applications. Businesses can: employ dynamic, real-time self-service treatments using Avaya Intelligent Customer Routing, automate outbound services with Proactive Outreach Manager, or leverage existing web applications to create compelling, new services all developed and managed on a single platform. SMS CUSTOMER & CAMPAIGN DATA Customer Data This approach helps organisations cost effectively coordinate the use of their resources to deliver an exceptional customer experience. INTELLIGENT ROUTING?????? INBOUND Avaya Aura Experience Portal supports SIP, IP, TDM or mixed environments. It includes robust management, reporting, development and virtualisation capabilities to help organisations reduce costs and simplify operations. Key Keatures Collaboration across any Media or Mode: From voice, video kiosk, mobile and integrated voice and video response to outbound voice, email and SMS interactions, Experience Portal supports a wide array of service options. Open platform: Experience Portal is a software-only solution running on off-the-shelf servers and is based Web services and web communications standards like VoiceXML and CCXML. Distributed, scalable architecture: Support from a few to tens of thousands of voice and multimedia interactions and can be deployed in a virtualised environment. Flexible deployment options: In Front or Networked PBX configurations are supported. When deployed In Front Experience Portal can directly Westcon: Tell me About... Avaya contact centre Solutions terminate SIP service provider trunks and conduct self service before calls land on the PBX. Deploying a Networked configuration ensures minimal disruption to an organisation s existing infrastructure. High reliability: Unique dynamic licence pooling and high availability automatic failover maximise the continuity of outbound and inbound campaigns and services. Application level reporting: Experience Portal collects an extensive set of call, session and application record detail that can be presented within fully customisable web-based reports. Centralised management: Experience Portal includes a multi-tenant, roles-based management system to provide a single place for access to applications, system and server information and data. A utomated E xperience M anagement 21

Components & Architecture Experience Portal Media Servers Provide automation functionality such as terminating telephony sessions, interfacing to third party speech and other multimedia services as well as the management of VoiceXML and CCXML sessions. Experience Portal Manager Provide automation functionality such as terminating telephony sessions, interfacing to third party speech and other multimedia services as well as the management of VoiceXML and CCXML sessions. Key Benefits Enhanced customer service: Improve your brand experience as well as service quality, response and convenience. Create new inbound and outbound voice and multimedia services using existing Web applications. Differentiate your customer experience: Employ dynamic, realtime service treatments and automate outbound services with Intelligent Customer Routing and Proactive Outreach Manager. Seamless contact centre integration: Avaya Aura Contact Center integration ensures seamless handoff of customer and context to live agents and enterprise resources. Lower your costs and operational expense: Manage all automated services and applications on a single platform. Virtualisation support reduces hardware footprint and simplifies management. Simplify customer service creation: Manage both agent and non-agent based applications from a single tool (complimentary Avaya Aura Orchestration Designer). Avaya Aura Orchestration Designer Support for application development for Experience Portal, Voice Portal, Interactive Response, Media Processing Server and Avaya Aura Contact Center. Application Execution Environment Can be deployed in a virtualised environment, helping to reduce a business hardware footprint. Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 22

Avaya Aura Orchestration Designer (AAOD) This is the latest generation of Avaya Dialog Designer and the Service Creation Environment (SCE) for contact centres. Avaya Aura Orchestration Designer is a unified service creation environment for faster, lower cost design of voice and multimedia applications and agent workflows. Avaya Aura Orchestration Designer is a fully featured graphical development environment that supports Avaya Aura Experience Portal, Avaya Aura Contact Center, as well as Avaya Media Processing Server, Voice Portal and Interactive Response software platforms. The graphical drag-and-drop development environment allows for faster, less costly design. Avaya Aura Orchestration Designer includes powerful testing and simulation tools as well as support for Loquendo and Nuance speech technologies to help developers improve performance and the user experience before deployment. Avaya Aura Orchestration Designer is provided to Avaya customers and Avaya Developer Partners at no additional cost. Key Benefits Enhance customer service: Seamlessly blend channels, agents and self service interactions to differentiate your service across phone, email, SMS, video, mobile and social media. Lower integration and service creation costs: Maximise interoperability and lower costs by building applications that leverage the latest best practices and open industry standards. Reduced deployment costs: Simplify integration to existing third party legacy systems and web applications with Pluggable Data Connectors. Preserve existing application investments: Supports multiple Avaya Contact Center platforms: Avaya Aura Contact Center, Avaya Aura Experience Portal, Media Processing Server, Interactive Response, Voice Portal and prior releases of Nortel Contact Center. Key Features Application & workflow design wizards: Enables the recording of phrases, building prompts, defining grammars and synthesising speech, reducing the need for specific application developer expertise. Built-in simulation & debugging: Fully featured VoiceXML and CCXML browser allows fast simulation and debugging of speech of voice-enabled applications. Application portability: Support for the creation of VoiceXML applications for Avaya Interactive Response (IR) and Avaya Media Processing Servers (MPS) as well as multimedia self service applications written for Avaya Voice Portal (VP) allows the care of a moving of applications from existing MPS, IR or VP platforms to Experience Portal with fewer rewrites. Enterprise application integration: Eclipse-based integration and extension points that allow external applications to easily interface and integrate with Orchestration Designer applications. Contact centre integration: Application design supported for Avaya Aura Contact Center, Avaya Aura Experience Portal, Avaya Intelligent Customer Routing, Avaya Proactive Outreach Manager, Avaya Media Processing Server, Avaya Interactive Response, Avaya Voice Portal and previous releases of Nortel Contact Center. Architecture Orchestration Designer is based on Eclipse and consists of two installable modules: self service module Latest generation of Avaya Dialog Designer that supports multimedia application design, simulation and deployment for all Avaya Self Service platforms. contact center module Based on the former Nortel Service Creation Environment for Contact Centre and supports the design of multimedia agent workflows and scripts for Avaya Aura Contact Center and previous releases of Nortel Contact Center. Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 23

Features, platforms, protocols, interfaces Development Environment: Operating Systems:, XP, Vista, Windows 7 system requirements Dialog Designer Deployment Environment: Operating System: Windows Server 2003, Solaris 10, Red Hat Linux ES 4.0/5.0 Web Server: Apache Tomcat 5.5, 6.0, IBM WebSphere Express 6.1, 7, IBM WebSphere Application Server 6.1, y, Oracle Weblogic 10, 10.3, 11g JDBC database support for customer supplied databases/ drivers (Oracle, MS SQL, etc) SOAP/XML/WSDL Web Services Eclipse 3.5/3.6 VoiceXML 2.0/2.1 Browser CCXML 1.0 browser Telephony simulation environment Integrated SAPI ASR/TTS resources Optional MRCP connector to 3rd party ASR/TTS resources Video simulation Call flow builder Grammar editor Prompt and phrase editor Speech, IVR, email and SMS templates Live application highlighting Multiple call flow support Multi-lingual support Enhanced call classification for answering machine, fax tone and voice detection Application logging tag with arbitrary data support Automated breadcrumb reports for mining of business intelligence Integration with web deployment environments through Eclipse plug-ins (Tomcat and WebSphere Managers) Retargeted platform and grammar support advanced capabilities data integration application development environment cti and platform support management, reporting support Pre-built computer telephony integration Pre-built contact centre (Avaya Interaction Center) Support traditional call centre integration with Universal Call ID (UCID) and User to User information (UUI) Multi-lingual call flow support with dynamic language binding Audio variable dynamic prompts available in 20+ languages (embedded dynamic prompts) Localisation bundles support for optional packages Application and integration simulation scripting Supports Experience Portal privacy feature Support for VoiceXML Object Tag and Sub-dialog (OSDM support) Easier integration of 3rd party sub dialogs Avaya CT with JTAPI 3.1 Avaya Interaction Center (IC) 6.1 or later Application Enablement Services 3.1 (AES) or later with JTAPI Application Enablement Services 3.1 (AES) or later with XCSTA through Web Services Integration Third party CTI Available through Pluggable Data Connectors and Web Services Integration Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 24

Callback Assist (Self Service) The Callback Assist application provides callers with choices for their service experience when agents are not immediately available to take their calls. It announces to callers the estimated wait time and then offers to have an agent call them back, versus waiting on hold. In addition, callers can select either an immediate callback when an agent becomes available or a callback at their preferred available time and date, avoiding the inconvenience of waiting on hold. Callers that choose one of the callback options are prompted to record a message with their name and the reason for their call and then they are free to hang up. At the appropriate time, the Callback Assist solution initiates the callback with the contact centre agent and plays the recorded message. After the agent listens to the message, the callback is initiated and the agent is able to then assist the customer as required. 1 2 3 Interactive Voice Response system The Interactive Voice Response (IVR) application interacts with customers to offer the callback option and also presents / launches the callback request for the agent. web interaction application This application is used by the contact centre administrators to configure the Callback Assist solution and specify the desired performance parameters and options. database server System configuration and operational data are stored in this database server. Features & Benefits Enhance user experience: Callers have the ability to request a callback at a time convenient for them and cancel pending callbacks as needed. Users also have flexible callback options through voice, web and mobile devices. To further empower the user, this application also allows callback requests during out of hours periods. Improve contact centre operations: The application allows flexible configuration of tasks, such as callback scheduling, system retries and Estimated Wait Time thresholds. Adapt to different contact centre environments: Different contact centre environments adapt smoothly with easy-to-use web-based configuration, dynamic prompting and support for multiple languages. Support the creation of custom applications using Callback Assist services: Web Services API exposes a subset of features offering call flow functionality and uses the SOAP XML-based messaging format over the standard HTTP application protocol. SOAP has the advantage of being widely used, with clients available in most programming languages. callback assist reports generator Administrators and centre management receive usage and performance data. Westcon: Tell me About... Avaya contact centre Solutions SCHEDULE This technology provides the intelligent heart of the solution and coordinates the functions of all solution components. A utomated E xperience M anagement 25

Avaya Aura Proactive Contact Proactive Contact is Avaya s industry-leading outbound platform for creation and management of outbound campaigns and customer communications. Avaya Aura Proactive Contact offers superior voice detection and predictive dialing capabilities that alongside inbound/outbound agent blending help you improve customer satisfaction, increase agent productivity and maximise your return on investment. Key Benefits Deliver a better customer experience: Wow your customers by contacting them with timely services and information they value. Help solve problems before they happen. Reach business goals faster: Leverage outbound applications for: early collections, payment reminders, sales cross-sell/up-sell, renewals, alerts, reminders, customer surveys, and many more. Increase agent productivity: Holistic management, inbound/outbound agent blending, industry-leading voice detection and predictive dialing help eliminate agent downtime and improve efficiency. Ensure Regulatory Compliance: With industry-leading voice detection and patented Cruise Control call pacing, you can achieve regulatory compliance and your service goals even under the most stringent conditions. Key Features Call detection: Includes the fastest, most accurate call detection technology available in the industry, detecting the difference between live voices, voicemail systems and busy signals with up to 98.9% accuracy Predictive and preview dialing: Dials ahead of the agent, screening out answering machines and busy signals, only passing a live customer with customer data to the agent. Blending: Matches the best agent to business needs to significantly raise productivity. For example, during periods of low inbound traffic, idle agents can be re-assigned to conduct outbound campaigns. Proactive Contact includes a complete set of supervisory tools to create and manage campaigns and agent performance. The Proactive Contact Supervisor Suite features: Editor Includes easy to use wizards for creating and editing of campaigns. Users can also set up Do Not Call lists, schedule automation of repetitive tasks and define Agent Keys and Completion Codes for managing system messages. Analyst Provides historical reporting tools for analysis of customer service and agent performance trends across single or multiple systems. Health Manager Proactively communicates service outages to your IT and management allowing diagnosis of system issues and quick recovery. Monitor Provides real-time reporting on all systems, campaigns, and agents. Managers can make immediate changes to campaigns based on the results. Roles-Based Access Fully leverage outbound campaigns by creating roles that allow individuals access to select applications and system capabilities based on their needs and system knowledge. Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 26

Proactive Outreach Manager (Outbound and Self Service) Proactive Outreach Manager offers automated outbound campaign management, enabling organisations to create and deliver automated voice, email or SMS messages that enable users to immediately choose a self service option or interact with a live agent. Proactive Outreach Manager builds on the best-in-class capabilities of Avaya Proactive Contact and Avaya Voice Portal to deliver an open, scalable, high-availability solution. It simplifies outbound campaigns to help reduce costs, capture more revenue and improve customer satisfaction. Avaya Proactive Outreach Manager runs on Avaya Aura Experience Portal (the latest generation of Avaya Voice Portal) or existing Avaya Voice Portal software. Proactive Outreach Manager applications utilise Avaya Voice Portal and Avaya Dialog Designer for open standards-based campaign design, implementation, management and reporting. Outbound applications run on the same high availability architecture designed specifically for mission-critical customer self service applications. With Avaya Voice Portal, organisations can quickly build multichannel self service campaigns that seamlessly blend outbound notification with inbound self service interactions all on the same platform. This approach provides organisations a means of vastly simplified management and administration of both inbound and outbound self service applications and client data. Key Benefits Improve customer satisfaction: Provide proactive, timely communication of information and status updates through email, SMS text or phone based on each customer s personal preferences. Create reminder and alerts campaigns to communicate delays, status changes and reduce missed appointments with high value staff. Lower the cost of service: Lower costs by serving customers more effectively through lower cost channels where preferred and possible. Reduce inbound traffic by anticipating caller inquiries and allowing customers to take action. Lower outbound agent costs by automating simple interactions through lower cost email, IVR, or SMS text. Reduce OPEX and CAPEX costs: Proactive Outreach Manager runs on Avaya Voice Portal allowing you to deploy mission critical automated outbound services that leverage and compliment your existing inbound self service applications. Increase revenues: Use Proactive Outreach Manager to create and execute customised crosssell and or up-sell automated campaigns to raise awareness of new products and services as well as generate new or upgrade sales. Reduce risks and costs, improve responsiveness: Improve service response and customer satisfaction by bringing outbound services in-house and gaining control over priorities and campaign timing and sensitive customer data. Key Features Multi-channel blending and escalation: Design interactive voice, email and text messaging campaigns that allow interactions to take place across multiple channels, such as providing information through one channel while allowing response through another. Campaign design: Leverage the powerful, open standards Avaya Dialog Designer environment to design interactive campaigns and notifications that dynamically adjust based on customer status, business rules, contact lists, call schedules and agent availability. Advanced outbound and speech capabilities: Employ human voice and answering machine detection to leave personalised message (E.g. Sorry we missed you ) when a non- live contact is detected. Contact centre integration: Design automated outbound campaigns to complement and extend beyond the existing inbound contact centre and outbound agent campaigns. Campaign throttling: During automated campaigns that provide the option to transfer to an agent, control the volume of outbound contact attempts based on inbound agent queue times. Shared customer status: Shares customer status in real-time such that preferences (e.g. opt-in/optout) or status changes (e.g. delinquent bill is paid) are reflected in real time across all other concurrent campaigns. Campaign tracking and reporting: Track campaign status in real time via web browser accessible reports. Multi-tenancy: Empower business leaders across the organisation to design and manage their own outbound campaigns. Unified application management: Proactive Outreach Manager leverages Avaya Voice Portal to simplify management and administration costs by unifying access to campaigns, applications and customer data for both outbound campaigns alongside inbound self service applications. Compliance: Stay compliant with the latest government regulations. Proactive Outreach Manager supports key capabilities like Do Not Call lists, Opt-out and Opt-In. Westcon: Tell me About... Avaya contact centre Solutions Automated Experience Management 27

AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION ONE TOUCH VIDEO CALL ELITE NES ONE-X AGENT CONTROL MANAGER PROACTIVE OUTREACH MANAGER ORCHES- TRATION DESIGNER PROACTIVE CALLBACK ASSIST EXPERIENCE PORTAL DESKTOP WALL- BOARD WORKFORCE OPTIMI- ZATION PERFOR- MANCE ANALYZER CALL MANAGE- MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA- TIONAL ANALYST PERFORMANCE MANAGEMENT in more details...

Call Management System (CMS) CMS is designed for businesses with complex contact centre operations and high call volumes. CMS is a database, administration and reporting application to help businesses identify operational issues and take immediate action to solve them. Features & Benefits Get immediate feedback: Real-time monitoring and customisable alerts ensure that managers can spot problems and respond immediately. Simplify monitoring and reporting: A wizard and other tools make it easy to design customised reports. Managers can schedule the running and printing of reports, ensuring that the call centre is always being managed using the most up-to-date information. Address problem areas immediately: If real-time reports show conditions that require immediate changes to keep the contact centre operating smoothly, integrated administration enables managers to instantaneously drill into admin to make the required changes. Using a familiar Windows interface, call centre managers can view data and receive customised threshold and exception alerts, all in real time. They can also view historical reports which can be easily customised to suit the needs of the business. With easy access to real-time and historical data, managers can make faster, better informed decisions for more effective contact centre operations. view historical reports analyse trends plan new marketing or customer-service campaigns establish performance benchmarks Contact Analyzer Contact Analyzer provides detailed, flexible, customisable contact centre reporting that complements Avaya Call Management System summary level reports. This application captures call data for individual transactions. Access to this data provides specific insights into many aspects of contact centre performance beyond the information available in existing summary level reports. Reports can be customised for requirements not met by standardised reports. With Contact Analyzer, you can generate detailed reports such as: Callers on Hold executive complaints outbound calling Features & Benefits Improve agent performance: Contact centre managers can improve the overall contact centre and agent performance by providing quantifiable feedback from data such as caller hold times, abandons from hold and agent disconnects. Gain valuable insights: This software can help enhance the customer experience by providing insights into common customer complaints, abandon trends and other usage patterns. Enhance the customer experience: As a result of having more detailed reporting, contact centre professionals can analyse, identify and make improvements to help minimise call duration, queue length, excessive call transfers and ultimately reduce cost. Westcon: Tell me About... Avaya contact centre Solutions Performance Management 29

Desktop Wallboard Avaya Desktop Wallboard is a reporting solution that empowers agents by keeping them informed of contact centre performance levels, messages and instant notifications from administrators. Features & Benefits Improves agent performance and productivity: Agents receive performance feedback against their objectives a key component in ensuring peak performance. Information is displayed directly on the desktop, so agents are not constantly distracted from their work to see if new information has been posted. Simplifies integration: The application allows for interoperability with Avaya Operational Analyst, Call Management System and Avaya IQ. An easy to use GUI interface, no special wiring and no physical wallboard hardware helps integrate the application readily in most enterprise infrastructures. Improves centre operations: Desktop Wallboard eliminates agent line-of-sight issues that block the wallboard view or make the displayed information difficult to read. Multiple scrolling marquees display dynamic information gathered from multiple sources. Avaya Operational Analyst Desktop Wallboard Database Avaya Call Management System Avaya Performance Center Contact centre professionals view real-time performance data and instant messages directly on their workstations. Whether agents work on-site or remotely, they can view realtime reporting for any metrics their centres utilise including average answer and talk time, time in queue and calls abandoned. These numbers appear via a scrolling message marquee on an agent s desktop display and can also include information like individual performance measurements and objectives, and personalised motivational messages. This kind of rapid feedback gives supervisors powerful tools to improve the performance and productivity of the entire centre. Performance Center Avaya Performance Center is a contact centre unified reporting and analytics platform which consolidates data from Avaya customer service solutions and enterprise business resources to deliver real-time and historical insights into both customer and agent activity. Avaya Performance Center reports on inbound and outbound calls, time spent in self service, as well as email and web chat sessions. Features & Benefits Get deep business insights: Ongoing, in-depth data analysis gives businesses a single, enterprisewide view of the total customer and agent experiences. These insights can help managers make faster, better-informed decisions. Keep your business on target: IQ reports are highly customisable, allowing companies to focus on the metrics that best relate to their long-term and short-term goals. Get the power you need: IQ is available as an application, or as a turnkey hardware/software product for small and mid-sized businesses. It offers web-based reporting that eliminates the need to manage a desktop application, and enhanced security, including granular permissions with links to LDAP for user authentication. Avaya Performance Center provides hundreds of standard reports, including dashboards that support cross-tab, drill down and roll up for easy analytics. Customers can easily create their own reports or customise existing reports. These outputs let managers relate activity to results, allowing them to make more informed decisions that maximise contact centre efficiency and the customer experience. Westcon: Tell me About... Avaya contact centre Solutions Performance Management 30

Operational Analyst The Operational Analyst software environment allows multi-channel contact centres to analyse performance data both real-time and historical information across multiple sites and vendor platforms. Operational Analyst includes a centralised customer interaction repository that gives supervisors and business managers full access to transaction and interaction histories across voice, Web, email and other media. Standard report packages provide actionable details and summaries that span multiple locations and communication channels. Features & Benefits Simplify monitoring and reporting: Real-time, multi-channel event processing automatically collects data to provide a continuous view into contact-centre operations. A centralised customer data repository provides a single source for historical reports. These help speed analysis and decision making, especially for distributed operations. Get a single view of the customer: The centralized customer data repository, combined with sophisticated reporting systems, gives businesses a 360-degree view of transaction and communications histories, allowing supervisors to take action based on the entire customer experience. Use a wide range of reports: Operational Analyst offers a variety of reporting options, with ease-ofuse features like a browser-based wizard. It also allows companies to integrate data from other enterprise applications, for a more complete view of a customer s business value. Standard Real-time Reports Service Class and Queue Status Service Class and Queue Performance Agent Time in State Agent Performance Agent Performance by Service Class and Queue Agent Performance by Job Agent Set Outcome Codes Job Performance System Set Completion Codes Description Keeps users informed of service class or queue performance Allows comparison of statistics among service classes and queues Monitors agent s current status Provides a way to compare one or more statistics among selected agents Allows comparison of agents across service classes and queues Provides a real-time view of how agents are performing with respect to the kind of work they are assigned Provides a real-time view of outcome codes being assigned to particular jobs by agents Provides a real-time view of outbound job performance Provides a real-time view of what is happening to call attempts associated with a set of jobs Telephone Number States Provides a real-time view of how many telephone numbers are in a particular state for a set of jobs web chat Standard Historical Reports description email Agent Performance by Service Class and Queue Allows historical comparison of agents with different Service Classes and Queues Voice other media + IC Agent Performance Service Class and Queue Performance Service Class and Queue Volume Provides a way to compare a statistic among selected IC agents Allows comparison of statistics among service classes and queues Assess whether more work is arriving than is being handled. Allows to compare service classes and queues to see where obstructions are occurring Agent Performance by Skill Allows historical comparison of agents within different skills Skill Performance Allows comparison of statistics among skills CMS Agent Performance Provides a way to compare statistics among selected CMS agents System Set Completion Codes Provides a historical view of what happens to call attempts over a period of time Westcon: Tell me About... Avaya contact centre Solutions Performance Management 31

Avaya Aura Workforce Optimization Avaya Aura Workforce Optimization helps businesses balance efficiency and effectiveness by using the contact centre as a strategic resource. This analytics-driven offering lets organisations capture, analyse and act on information to improve workforce performance, customer interactions and customer service processes. With this end-to-end offering, companies can uncover trends and discover why certain employee and customer behaviour is occurring. You not only obtain a better understanding of customer satisfaction and dissatisfaction, but you receive the business intelligence that helps improve operational efficiency. Processes that were cumbersome and caused dissatisfaction can be easily identified and modified. Agents who are not getting the proper training or assisting customers appropriately can be identified and coached. The Avaya Aura Workforce Optimization solution suite provides a deeper and more meaningful look at customer interactions. Contact Recording and Quality Monitoring: This intuitive application helps supervisors manage contact center performance. Contact Recording provides the recording, search, playback and storage of voice interactions. Quality Monitoring captures and synchronises the on-screen activity of the agent with the voice recording and provides a number of contact centre agent coaching and performance tools. Workforce Management: By MANAGE automatically forecasting staffing RESOURCES requirements to meet call volumes Planning and automating agent scheduling, Forecasting Workforce Management ensures that Scheduling businesses have the right workforce, Intraday Management with the right skills, to better Scorecards serve customers. Speech Analytics: Speech Analytics categorises and analyses call content surfacing trends, which allow for root-cause analysis and identification of problems such as ACT REAL-TIME customer satisfaction and dissatisfaction. Contact Recording Real-time Monitor Customer Feedback Pop-up Alerts Surveys: Customer WFM Adherence Feedback Surveys allow businesses to directly obtain feedback from a customer at the close of a contact. Westcon: Tell me About... Avaya contact centre Solutions Features & Benefits Reduces operational costs: Avaya Aura Workforce Optimization reduces operational costs by ensuring that contact centres are not over-staffed, resulting in additional costs not necessary to meet service levels. Improves agent performance and productivity: Automated coaching and scoreboard assessments help provide improved performance and productivity. Increases customer satisfaction: Customer satisfaction is increased when using actionable intelligence that can be leveraged to improve the customer experience. EFFECT CHANGE Access and Permissions Agent Self Service Coaching elearning (create/ design/assist) Quality Programme Calibration MONITOR OPERATIONS Reporting Scorecards Analytics Quality Monitoring Speech Analytics Customer Feedback / Surveys P erformance M anagement 32

Avaya Speech Analytics The Avaya Speech Analytics solution enables businesses to analyse contact centre voice interactions using phonetic speech search technology and business intelligence capabilities. The solution enables businesses to quickly identify effective practices in the call centre that lead to positive customer experiences and cross-selling and up-selling opportunities, as well as identifying problem areas that need attention and improvement. These innovative solutions also support the business s efforts to address regulatory compliance requirements, helping to minimise the risk of compliance breaches and ensuring standards of corporate communications policy are met. Avaya Speech Analytics 2.0 is a speech, search and analytics solution that delivers a rich set of capabilities. The solution makes it much easier for businesses to analyse customer call interactions and, based on customer feedback, derive key insights from them, such as: Expected or unexpected agent behaviours Agent best practices that lead to successful call outcomes the first time Improvements to product or service offerings Avaya Speech Analytics 2.0 has two components: Avaya Speech Analytics Desktop Client: This application provides a highly efficient speech search discovery, leveraging state-of-the-art phonetic technology. Multicore processors reduce processing times, while powerful results-filtering and tagging capabilities provide an efficient process for preparing data for analytics and reporting. The built-in query strength meter and user interface enhancements make query specification even easier. As a result, a business can produce the insights it needs faster. Key capabilities include: 1 2 Desktop speech search: Based on phonetic technology, providing speaker-independent capability that doesn t require a dictionary of terms. Easy-to-use interface: Simple and efficient way to create searches, review results and tag files of importance. Plug-in interface: Easily connect to and automate integration with best-of-breed 3rd-party business intelligence and analysis platforms. Industry-standard telephony audio formats support: WAV (G711, GSM6.10), MP3 and WMA. Unrestricted terms of search: Places, people, products, brands and jargon are all useable search terms. Single desktop: Support for up to 1,500 hours of searchable audio and up to 500 search phrases per project, plus the ability to save and reuse projects, searches, data filters and tag libraries. Call Recording support: Avaya Call Recording and other 3rd-party recording applications. Avaya Aura Performance Center, Speech Analytics Module: This speech analytics solution uses the search and indexing capabilities of Avaya Speech Analytics Desktop Client to explore call recordings for key phrases, and then reports the insights within a business intelligence platform. It s a scalable, secure and reliable business intelligence platform that provides a full suite of dashboards and reports, delivering both industry standard key performance indicators (KPIs) and unique insights discovered from the voice of the customer. The business intelligence platform can be easily customised and extended so that the needs of the business are met. Avaya Aura Performance Center, Speech Analytics Module capabilities include: Easy-to-use desktop: Search application for audio search, review and tagging to convert unstructured audio into structured business intelligence. Powerful analytics & reporting platform: Maximum scalability, flexibility and reliability. Out-of-the-box KPI support: Coverage for industrystandard KPIs such as first call resolution. Unique voice-of-the-customer insights: Customer feedback, call outcomes and policy adherence. Quality management & compliance checking: Automatically identify best and worst performing customer contact resources and the call components that are problematic. Interactive analytics: Enable drill-down from a toplevel overview through to an agent-level analysis. Easy-to-use report wizard: Customise and create new metrics and reports. Westcon: Tell me About... Avaya contact centre Solutions Performance Management 33

KEY Benefits Significant improvements in efficiency over traditional speech search techniques releases value through increased coverage. Increased business performance and service quality through the identification of good and bad practices. Enhanced protection of the corporate brand by reducing the risk of malpractice, fraud and noncompliance. Low total cost of ownership (TCO) due to a small operational footprint, easy integration to other systems and easy-to-use interface allowing expertfree operation. 1 2 KEY Benefits Low TCO through low-risk, low-impact combination of desktop search and business intelligence platform. Unique business intelligence from call recordings across the organisation. Out-of-the-box reports allow for a fast start-up, minimising deployment time and cost. Key areas of customer contact improvement are targeted, including operational efficiency, risk management and revenue optimisation. The built-in query strength meter and user interface enhancements make query specification even easier. As a result, the business produces the insights it needs faster. Scalable, secure business intelligence platforms can provide advanced analytics and reporting with low organisational risk, impact and cost. They also offer automated upload of search and discovery results to the analytics and reporting engine. Voice conference calls webinars voice mails Westcon: Tell me About... Avaya contact centre Solutions Performance Management 34

AUTOMATED EXPERIENCE MANAGEMENT PERFORMANCE MANAGEMENT SOCIAL MEDIA MANAGER INTERAC- TION ONE TOUCH VIDEO CALL ELITE NES ONE-X AGENT CONTROL MANAGER PROACTIVE OUTREACH MANAGER ORCHES- TRATION DESIGNER PROACTIVE CALLBACK ASSIST EXPERIENCE PORTAL DESKTOP WALL- BOARD WORKFORCE OPTIMI- ZATION PERFOR- MANCE ANALYZER CALL MANAGE- MENT SYSTEM ASSISTED EXPERIENCE MANAGEMENT SPEECH ANALYTICS OPERA- TIONAL ANALYST HEADSETS

Plantronics Today s business environment is evolving to a new virtual and mobile workspace, enabling greater flexibility and easier communication. As a result, companies are turning to unified communications (UC) platforms to optimise collaboration. Because UC audio devices - including corded headsets, wireless headsets, speakerphones and so on - change the way users perform business communication, it s essential to ensure they meet your company objectives, goals, culture, and user needs. Developing IT processes and best practices is key to selecting the right UC audio devices, minimising the impact on infrastructure, and ensuring successful integration with your UC platform. Improved call quality The latest market leading Plantronics headsets unlike consumer headsets that emphasise bass sounds have a frequency response curve that compensates by boosting the lost high-frequency signals to produce a clearer call. Wideband Technology Traditional telephones provide around 15% of the information in human speech wideband technology on the latest Plantronics headsets captures 33%, so users hear more detail, more clarity and more warmth on VoIP calls. Flexible Connectivity Plantronics headsets support multiple types of telephony connectivity ranging from corded headsets to cordless headsets using Bluetooth or DECT technology allowing the wearer freedom and flexible movement. Elimination of background noise Noise cancelling microphones, placed close to the mouth with a highly adjustable boom, now help to eliminate the intrusive background noises that can affect home and mobile workers. Productivity A recent study showed that headsets can increase productivity in the office alone of up to 43% with time intensive tasks such as note taking or checking documents during telephone calls are simplified and carried out faster. Health and Safety Plantronics SoundGuard and SoundGuard DIGITAL technology ensures that workers are protected against sudden spikes in noise and excessive day to day sound exposure. WW Industry Revenue (Millions $) $4,000 $3,500 $3,000 $2,500 $2,000 $1,500 $1,000 $500 $0 Market Growth Opportunities CY10-CY15 $1,800 $3.3B $1,600 5-7% Total $260 2-4% $1,400 CAGR 11% $300 5-7% $1,200 $1.9B $1,000 $25 $225 $1,250 7-9% $800 $225 $100 $600 $850 $400 $500 $625 $1,400 16-20% $200 $0 $225 CY 2010E CY 2015E CY 2010E WW OCC Revenue (Millions $) OCC WW Industry Revenue Expectations CY10-CY15 $100 $750 $575 $300 CY 2015E Office Consumer Mobile Contact Centre Gaming and Computer Specialty Contact Centre Traditional Office Headset UC Headsets Other UC Communication Devices Growth rates may vary with economy, consumer adoption rates, competition and resulting price levels plus other factors. Sources: Frost & Sullivan, Strategy Analytics, NPD Intellect, Gartner, GFK and Company estimates. Westcon: Tell me About... Avaya contact centre Solutions Headsets 36

Product overview Voyager Pro UC Calisto 800 Series Savi 700 Series Savi 430 Blackwire 300 Blackwire 420 Blackwire 600 Technology Bluetooth Bluetooth DECT/Bluetooth DECT Corded Corded Corded Key Target Group Mobile Users using PC and mobile audio Home/Office workers Professionals using a mix of PC/mobile and desk phones PC users Users with occasional PC communication Users requiring a portable PC headset for multiple work locations Users with extensive PC communications Connects to PC/Mobile PC/Mobile/ Landline PC/Mobile/ Landline PC PC via USB PC via USB PC via USB Wearing Style Over-the-ear Speakerphone Over the ear/ Over the head/ Convertible Over-the-ear Monoaural/ Binaural Binaural Monoaural/Binaural Audio Performance Mono/PC Wideband Wideband/Full Duplex Wideband/Full Duplex Mono/PC Wideband Wideband Stereo Wideband Stereo Wideband Stereo Hearing Protection SoundGuard û SoundGuard SoundGuard SoundGuard SoundGuard SoundGuard Noise Reduction ü ü ü ü ü ü ü Call Control Call answer/end, mute, volume +/- Wireless microphone: call answer/end, mute Call answer/end, mute, volume +/- Call answer/ end, mute, volume +/- Call answer/end, mute, volume +/- Call answer/end, mute, volume +/- Call answer/end, mute, volume +/- Range 10m 10m (mic) 120m 120m N/A N/A N/A Echo Cancellation ü ü û û û ü ü Voyager Pro+ A day in the life... Voice Technology Audio for UC Westcon: Tell me About... Avaya contact centre Solutions Headsets 37

Voyager PRO UC Unify your communications on the go like never before with the next generation Voyager PRO UC system. Connects PC and mobile communications together Simple one touch call control Wideband technology Smart Sensor technology lets you answer calls by putting on your headset and automatically updates your softphone presence so colleagues know your availability. If your headset is out of reach, incoming calls are automatically transferred between mobile phone and headset. Two noise-cancelling microphones on a boom Listen to your favourite music and podcasts or stream GPS directions on your mobile Calisto 800 Series Experience a whole new way to manage your PC, mobile and home* phone calls with the Calisto 800 Series multi-device speakerphone system. 2.4 colour display and a touch sensitive dial pad Easy caller ID viewing, dialling, answering, switching, and muting across devices for call control Excellent audio quality and superior background noise cancellation. Unique wireless lapel microphone Full duplex wideband audio support and advanced noise cancellation Savi 700 Series Savi Office is the wireless headset system built to unify voice communications. Three-way connectivity lets you easily switch and mix audio between PC, mobile and desk phone calls Automatically routes mobile audio to whichever device you pick up: headset or mobile Easily transfer audio between headset and mobile phone to take calls on-the-road UC presence automatically updated when on a PC, mobile or desk phone call Energy efficient adaptive power system optimises for range and talk time Conference in three additional headsets and guests can continue through multiple calls The Savi 740 is the tightest DECT wireless headset on the market Three comfortable, customisable wearing styles Hot swappable battery* for unlimited talk time Advanced wideband audio using CAT-iq technology for high definition voice quality Noise-cancelling microphone reduces background noise interruptions Enhanced Digital Signal Processing (DSP) provides more natural voice sounds Westcon: Tell me About... Avaya contact centre Solutions Headsets 38

Savi 430 The Plantronics Savi 430 is a wireless headset system for laptop centric professionals using PC softphones and multimedia. Savi 430 offers the highest quality audio with DECT technology built-in to the USB adapter Wideband support offering superior audio quality Excellent battery life with adaptive power usage for extended talk time. The DECT USB adapter has 180 articulation for optimal positioning & storage Control call answer/end, volume and mute with a single button Digital Signal Processing (DSP) provides more natural voice sound SoundGuard technology mitigates audio spikes Conference in up to three additional Savi headsets on a call for improved efficiency Improve PC communications with the only portable DECT USB headset on the market, offering exceptional HD-voice quality and hands-free mobility. Noise-cancelling microphone filters out background noise Savi Go Bluetooth wirelessly connects to Microsoft Office Communicator 2007, Microsoft Lync Server 2010 and your mobile phone. One-touch multifunction call control: Call answer/end/volume adjust/mute controls on one button In-use indicator light: Button lights up when phone is in use Extended boom with noise-cancelling microphone for clearer calls Convertible wearing styles for customisable comfort and fit Savi W440 The Savi W440 is the world s first convertible DECT wireless headset system for mobile centric professionals using PC softphones and multimedia. World s Lightest DECT headset weighing only 22gms Ear loop, neckband or headband wearing styles Unlimited talk time using hot swappable batteries Intuitive buttons for simple volume adjustment, dedicated mute functionality and call answer / end Easy magnetic docking to ensure headset is properly docked and charging Optimised for Microsoft Lync Westcon: Tell me About... Avaya contact centre Solutions Headsets 39

Blackwire 420 At home, in the office, or on the road, the corded Blackwire 420 headset lets mobile professionals enjoy crystal clear PC audio anywhere work happens. Durable and stowable headset provides users with the freedom to experience PC audio, through a high quality headset, anytime, anywhere. Noise-cancelling microphone limits outside noise interruptions, ensuring great audio quality and easing listener fatigue Echo cancellation for full-duplex speakerphones when both the microphone and speaker are on at the same time Wideband microphone and Hi-Fi audio with stereo sound. SoundGuard technology provides protection against audio spikes Easy volume adjustment with +/- and mute button, that syncs with Windows audio controls, simplifies operation Blackwire 600 series For those who spend hours each day on long conference calls, webinars and video conferencing, the exceptional voice clarity and all-day comfort of the Blackwire 600 Series make communications more effective and productive. Flexible boom with noise-cancelling microphone Digital wideband telephony Monaural (single earpiece) or binaural (dual earpiece) style Features generously padded ear cushions for optimal comfort during phone-intensive tasks SoundGuard protects against instantaneous sound spikes Call controls include call/answer/end button for easy call management Blackwire 300 An economical headset with high-quality audio and comfort. Noise-cancelling microphone limits outside noise, ensuring great audio quality and easing listener fatigue Digital Signal Processing and wideband frequency optimises audio for more natural voice quality Hi-Fi audio with stereo sound optimises music and video quality Wideband microphone provides the best PC audio telephony available Easy to use inline controls equipped with call answer/end, mute and volume +/- Choose total-focus sound reduction (binaural design) or converse easily with co-workers while wearing the headset (monaural design) Available in monaural (310) and binaural (320) wearing styles SoundGuard protects against instantaneous sound spikes above 118dBA Westcon: Tell me About... Avaya contact centre Solutions Headsets 40

Plantronics Configuration Guide Corded headset solutions 1603, 5402 14XX, 54XX, 56XX 16XX, 96XX 37XX Dect Headset port call control by removing/ replacing the telephone receiver Connection Port on headset Call control button on the terminal device Call control button on the DA45 / Blackwire Amplifier: M12/A HIC1 Cable: HIS Cable: 2.5mm to QD DA45 P/N 33413-11 P/N 49323-44 P/N 72442-41 P/N 64279-02 P/N 77559-42 (Requires Plantronics software) Call control button on DA45/Blackwire Entera SupraPlus EncorePro Blackwire 300 Blackwire 420 Blackwire 600 Westcon: Tell me About... Avaya contact centre Solutions Headsets 41

Wireless headset solutions 1603, 5402 54XX, 56XX 14XX, 16XX, 96XX 3725 Dect Mechanical Hookswitch Electronic Hookswitch Call control button on the headset Handset-Lifter HL10 straight plug P/N 60961-35 For Savi Office Products APV-65 P/N 38633-01 APV-62 P/N 38734-01 For CS Products APV-6B P/N 83682-01 APV-6A P/N 83681-01 Call over the headset only possible ACM Requires Plantronics Software Savi Office CS Products W740 W730 W720/710 Savi W430 D100 +WHX Savi Go WG100 Voyager PRO UC B230 CS500 Series Compatible with Savi Office Series Westcon: Tell me About... Avaya contact centre Solutions Headsets 42

Headset Summary Desk Centric Mostly desk-based Noisy environment All day wearing comfort Office Centric In-office mobility 150m wireless range PC, Desk and mobile Mobile Centric Full mobility Mobile appearance Multiple devices BEST Savi W720 WH500 Voyager Pro UC BETTER BlackWire 600 Savi 430 Savi W440 GOOD Blackwire 300 BlackWire 600 BlackWire 420 OTHER Callisto 800 To find out more go to: www.plantronics.com Westcon: Tell me About... Avaya contact centre Solutions Headsets 43

Jabra For call clarity & safety Jabra headsets have superior audio quality, allowing you to experience the true sound of UC. Wideband sound greatly improves voice definition; a PeakStop feature eliminates loud noises above a certain frequency; noise cancelling microphones minimise background noise. For simplicity Jabra has developed a series of Multiuse solutions that work with all your devices. Now you only need one headset for your laptop, handheld device, mobile and desk phone. For comfort and efficiency In the UC-enabled world, your headset will become an indispensable working tool. Already, 8 out of 10 people say they work more effectively with a Jabra headset, which has been ergonomically designed for maximum comfort. For the future Jabra UC Ready headsets also work with existing PSTN telephony. When ready, you can move over painlessly to the new USB based Unified Communications systems For easy plug & play Jabra has a full portfolio of headset solutions, which offer UC compatibility with systems from Avaya, Cisco and IBM and a full suite of headsets optimised for Microsoft Office Communicator 2007 and Lync 2010. For freedom of movement A recent study showed that more than half of office workers missed important calls when they were away from their desk. With a Jabra headset, you hear a ring tone in your ear and can answer, wherever you are! Jabra - Innovator leader in headsets Product overview Jabra PRO 900 Series Jabra PRO 9400 Jabra GO 6400 Jabra GN 9330e USB Jabra DIAL 520 Jabra SPEAK 410 Jabra BIZ 2400 Jabra GN 2000 Series Jabra UC Voice 550 Technology DECT DECT / Bluetooth Bluetooth DECT Corded Corded Corded Corded Corded Key Target Group Office based staff Office based staff Mobile centric staff Office based staff Desk based staff Office and Mobile based staff Desk based staff Desk based / frequent UC users Desk based / light to medium use Connects to PC/Mobile/ Landline PC/Mobile/ Landline PC/Mobile/ Landline PC PC PC Mobile/PC PC PC Wearing Style Headband, earhooks & neckband: Mono/ Binaural Headband, earhooks & neckband: Mono/ Binaural Headband, earhooks & neckband Headband, earhooks & neckband Handset Speakerphone Headband Monoaural / Binaural Headband Monoaural / Binaural Headband Monoaural / Binaural Audio Performance Wideband Wideband Wideband Mono/PC Wideband PC/Wideband Full Duplex / Wideband Wideband Wideband Wideband Hearing Protection Jabra SafeTone Jabra SafeTone Jabra SafeTone Jabra SafeTone û û Jabra SafeTone Peakstop Technology Peakstop Technology Microphone Noise Reduction Noise cancelling Noise cancelling Noise Blackout Noise cancelling û û Noise cancelling Noise cancelling Noise cancelling Call Control Call answer/ end, mute, Call Park Call answer/ end, mute, Call Park Call answer/ end, mute, Call Park Call answer/ end, mute Call answer/ end, mute Call answer/ end, mute Call answer/ end, mute Call answer/ end, mute Call answer/ end, mute Range 120m 150m 100m 120m N/A N/A N/A N/A Echo Cancellation û û û û û ü û û û Westcon: Tell me About... Avaya contact centre Solutions Headsets 44

Jabra PRO 9400 Series Wireless DECT Touch screen & touch sensors for easy setup and intuitive call control Switch seamlessly between 2 or 3 devices depending on model Park on-going call and switch between all devices Call merging on all devices Headband, earhooks and neckband Jabra SafeTone hearing protection Conference mode Superior audio experience with wideband sound, DSP and 2 microphone Noise Blackout Jabra Supreme UC Optimised for all leading UC platforms and latest generation softphones Jabra LINK 360 Bluetooth USB adapter Easy PC connectivity for UC calls Multiuse - connects to 2 Bluetooth devices simultaneously Active Noise Cancellation removes ambient noise for the headset user Jabra GN9300 Series Wireless DECT Dual connectivity depending on model Digital Signalling Processing and IntelliTone ensure constant call clarity Jabra SafeTone for Jabra GN9350e Multi-unit conference call capability (only Jabra GN9350e) Noise-cancelling microphone Headband, earhooks and neckband Jabra SafeTone hearing protection (only on Jabra 9350e) Jabra PRO 900 Series Wireless DECT Separate call-control button ensures intuitive call handling Talk all day. No need to charge headset during working hours Reduces need to charge headset Up to 120m office range Hear and be heard more clearly with digitally enhanced speech Headband, earhooks and neckband Conference mode Jabra SafeTone hearing protection Jabra PRO 900 Series Westcon: Tell me About... Avaya contact centre Solutions Headsets 45

Jabra DIAL 520 MS Corded Simple, intuitive user interface, ideal to ease transition to UC Professional performance and great value Great portability Call answer/ end mute, volume Handset LCD showing call details Jabra SPEAK 410 UC Corded Full duplex and true wide band sound Omni-directional 360 mic Integrated cable management Call answer/ end, mute, volume Speakerphone and headset port Jabra BIZ 2400 USB Series Corded Hi-Fi audio quality with Neodymium speakers Gold contacts for crystal-clear voice transmission Kevlar-reinforced cord for maximum strength Break-proof boom with 360 degree rotation Bluetooth connection for mobile phones Call answer/end, mute, volume, two programmable soft buttons Headband Noise-cancelling microphone Jabra SafeTone hearing protection Adding value to your Avaya UC and phone solutions with Jabra headsets Jabra GN2000 USB Series Corded Durable headset design to ensure high productivity and long service life Self-adjustable soft leatherette ear cushions for greater comfort Call answer/end, mute, volume Headband Noise-cancelling microphone Mono/duo speakers Jabra UC Voice 550 Corded Designed for light-to-medium use Classic leatherette design Soft leatherette padding on the headband Comfortable leatherette ear cushions Intuitive call-control unit for fast user adoption Optimised with all leading Unified Communications platforms Westcon: Tell me About... Avaya contact centre Solutions Headsets 46

Jabra Configuration Guide Corded headset solutions 24XX, 54XX, 56XX 14XX, 95XX, 16XX, 96XX 37XX Dect Multi Purpose Amplifier: GN8000, GN8050 or GN8210 Cable: GN1216 Cable: 1005143 Cable: LINK 280 GN2100 BIZ 2400 GN2000 GN1900 UC Voice 550 Westcon: Tell me About... Avaya contact centre Solutions Headsets 47

Wireless headset solutions 5420, 56XX 5410, 14XX, 95XX, 16XX, 96XX Electronic Hook Switch: LINK 14201-19 Remote Handset Lifter: GN1000 (Phone Dependent) Electronic Hook Switch: LINK 14201-20 PRO 9400 Series GO 6400 Series GN9350e/GN9330e GN9120 Series Westcon: Tell me About... Avaya contact centre Solutions Headsets 48

Headset Summary Desk Centric Mostly desk-based Noisy environment All day wearing comfort Office Centric In-office mobility 150m wireless range PC, Desk and mobile Mobile Centric Full mobility Mobile appearance Multiple devices BEST BIZ 2400 USB PRO 9400 GO 6470 BETTER GN2000 USB GN9350e Supreme UC GOOD UC Voice 550 PRO 900 OTHER SPEAK 410 DIAL 520 To find out more go to: www.jabra.com Westcon: Tell me About... Avaya contact centre Solutions Headsets 49

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