IBM and Avaya Value Proposition

Note: This is the high-level IBM-Avaya value proposition, intended for usage with all audiences. The slides in this presentation are designed to be
used with additional materials that have been developed for precise solutions, industries and audiences. Please access these additional materials at:
IBM w3.ibm.com/sales/support/information/avaya
Avaya to Sales Portal > Partners > Global Alliance Partners> IBM

4.15.09 2009
Imperatives driving business today
To succeed, enterprises need to reduce costs and increase efficiency
CEO perspective
CIO mandates
Decrease costs,
increase ROI, Streamline assets
optimize investments Protect investments
To free up capital for Minimize risk
other investments

Grow revenue
Transform customer service
In a challenged
Speed business processes
economic environment

Increase
competitiveness Improve productivity
With a reduced cost Drive efficiency
structure and increased Reduce operational costs
market demands

Improve business
agility Enable rapid, flexible change
To rapidly respond to Ensure business continuity
new opportunities

Sources: IBM Global CEO Study 2008; IBM Institute for Business Value
analysis
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The IBM-Avaya Alliance can deliver the desired results
Address complex demands across your enterprise

Reduce costs, improve ROI, optimize investments Drive revenue

Lower ongoing operating costs Help companies attract and
and deploy capital to other areas retain customers through a
Leverage existing systems and richer, differentiated customer
provide a rich roadmap to new experience
capabilities Accelerate revenue growth by
Mitigate business disruption and leveraging customer intelligence
reduce cost and complexity through to increase cross-sell and up-sell
integrated security solutions opportunities

Increase competitiveness Increase business agility

Boost employee productivity Enable employees to respond
with seamless Unified faster and smarter
Communication solutions through simplified, integrated
Accelerate business communicationsregardless of
transactions customer method of contact
through communications-enabled Deliver robust business
business processes that reduce continuity and the ability to
human latency adapt to stringent regulatory
Reduce operational costs requirements
by deploying converged
communications
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The IBM-Avaya Alliance can deliver the desired results
Success stories

Virginia Commonwealth University

IBM and Avaya revamped Virginia Commonwealth

Universitys existing network to accommodate VOIP
and a mix of IP and digital phones

VCU realized a 25 percent reduction in telephony

operating costs

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The IBM-Avaya Alliance can deliver the desired results
Success stories

French Insurance Agency ProBTP

French insurer, ProBTP, needed to improve the quality of its call

answering service and reduce communication costs.

ProBTP improved customer service with an IBM and Avaya contact

center solution that contributes to 20 percent sales growth year
over year.

90 percent of the 5.5 million incoming calls per year are answered in
three or fewer rings, yielding higher customer satisfaction.

ProBTP has reduced its telecommunication expenses and leverages a

highly available ToIP and VoIP call center infrastructure.

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The IBM-Avaya Alliance can deliver the desired results
Success stories

International Paper

International Paper sought to achieve consistent, high levels of

customer service.

IBM and Avaya helped the client centralize customer service operations
to one call center and develop a new business model.

International Paper achieved a 50 percent reduction in customer

service operating costs by leveraging its new IBM and Avaya service
strategy.

Within one year, International Paper increased customer satisfaction

by more than 80 percent and saw a more than 90 percent jump in first-
time call resolution.

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The IBM-Avaya Alliance can deliver the desired results
Success stories

Washington, D.C. Unified Communications Center

The city of Washington, D.C. needed to streamline communications.

Avaya and IBM simplified the citys Unified Communications

Center operations and consolidated functions with an integrated IP
Telephony, Contact Center and Unified Communications solution.

The solution enables Washington, D.C.s emergency center to

handle more than 3.5 million calls a year with greater efficiency
and flexibility.

Emergency responders can answer 911 calls within five seconds,

faster than the national average of 10 secondspotentially
saving lives.

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The IBM-Avaya Alliance can deliver the desired results
Success stories

PSECU
Deployed a state-of-the-art IBM and Avaya solution.

Solution helps PSECU streamline processes and deliver faster,

more informed customer service.

Agents can leverage full view of member interactions and account history.

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The IBM-Avaya Alliance can deliver the desired results
Success stories

Pamplona, Spain

Wants to deploy a new communications system with advanced

telephony capabilities.

IBM and Avaya are implementing a Unified Communication

and Collaboration solution featuring presence information
and instant messaging.

Pamplona expects the solution to increase flexibility, improve

user productivity and enable the city to better serve its citizens.

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Integrated solutions built from a complementary portfolio

CRM/Contact Center Enhance

Contact Center
optimization services customer
service
Integrated
Unified
Communication Services Communications
IBM Lotus Sametime
Increase
IBM WebSphere productivity Speech Self-Service
speech technologies

Security products
Optimize IP Telephony
and services
processes
Business process and Communications-Enabled
applications services Business Processes

Streamline
Vertical solutions and global Vertical solutions and
delivery capabilities
infrastructure global reach

Jointly developed integrated business communications solutions

from two of the industrys most respected development organizations
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An alliance wrapped with rich IBM Global Services
IBM and Avaya offer unique, industry-leading service capabilities

Business and transformational

End User Services IT Strategy and Architecture
consulting provides clients with Services
faster ROI, innovative guidance
and business-impacting results
Branded maintenance on Avaya Middleware Services Security and Privacy ISS
Services
solutions offer customers peace
of mind and predictability
Maintenance and
Internet Security Solutions (ISS) Technical Support MSS Integrated
Communications Services
deliver risk management and Services
mission-critical application security
Unmatched capabilities to Business Continuity and
Storage and Data Services
protect VoIP networks Resiliency Services
1000s of customers from
SMB to Telco IP backbones
Server Services Site and Facilities Services

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The IBM-Avaya Alliance
Investment and commitment lead to customer success
Joint Investment
Technology collaboration
and integration
IBM Lotus Notes and Lotus
Sametime >> Avaya UC
IBM WebSphere >> Avaya Voice
Portal, CEBP
Integrated security requirements into
IPT Solution Reference architectures
Deep skills and expertise
IBM GTS Avaya Practice: 306
certifications; joint sales &
delivery teams
IBM GBS Avaya Contact
Center Expertise
Maintenance and technical
support investment
Senior executive sponsorship
Strategic alliance partners since 2001
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Joint Capabilities Results
Horizontal solutions Over 120 joint wins globally
Contact Center
Unified Communications (UC)
Telephony (Traditional and IP)
Speech-Enabled Self-service
Audio and Web Conferencing
Unified Messaging
Co-developed vertical solutions
for industries including banking,
public safety and higher education
25 joint demo centers worldwide
Seamless, integrated customer support
offered through IBM maintenance services "We have been able to handle more member
interactions with consistent, personalized
Leaders in Intelligent Communications service across all channels."
Avaya is ranked #1 in Worldwide Rick Long, CIO, PSECU
Enterprise Telephony and
Contact Centers
IBM in Gartner Leadership Quadrants In Washington DC, 99.7% of citizen 911
for UC and Network Services calls are answered within five seconds.
2008 case study
4.15.09 2009
Strengths your clients can leverage
Worldwide Leader in Enterprise
Communications Systems
Integrated
Direct Relationship
The Global Industrial Leader
for Strategic IT Solutions
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Integration plus accountability
Proven ROI through fully integrated best-of-breed unified
communications, contact center and infrastructure solutions
Integrated security and business continuity
Delivered by IBM, the worlds leading services
organization, and backed by Avaya reliability
Expertise to transform your business
Consulting services to ensure business process linkage
Customized solutions help customers differentiate their
businesses and address specific sector needs
Scalable solutions tailored to clients of all sizes
Peace of mind as you grow
Global reach and resources provide consistent
performance and supportregardless of customer
footprint and growth
Proven, trusted advisors
Acknowledged worldwide leaders in voice and data
Delivering accelerated ROI and risk mitigation in
mission-critical communications for global,
industry-leading clients 4.15.09 2009
The IBM-Avaya Alliance can deliver secure business
communication networks
Client view
IP-based networks bring
new threats and inherent
security and compliance risks
Integrated Security solutions
can help address cost and
complexity issues
For IT budgets, security is
the number one focus and
spend area
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The IBM-Avaya Alliance
Worldwide leader in delivering effective intrusion
prevention solutions
Only security company conducting research in VoIP
Vulnerabilities and Exploits
Only security company delivering solutions to protect H.323
and SIP networks
Ahead of the Threat technologies provide preemptive protection
Full security lifecycle
Professional services assess security needs,
deploy and commission policies and solutions
End-to-End protection: network, server and
endpoint protection for VoIP networks
Managed security services leverage global
expertise and help reduce operational costs
Scalable security solutions for companies of all sizes
Currently protecting VoIP networks from SMB
companies to telecommunication backbones
Recognized global security leader and trusted advisor
139 countries; 12,000+ clients; security advisor
to global security and secrecy organizations 4.15.09 2009