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Beyond UC: Avaya Communicator for Web Bryan Dingwall, Senior Product Manager

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THE MOVE TO THE CLOUD

SaaS

MARKET GROWTH

$149 BILLION

2015

$201 BILLION

2019

35% Growth

$1 out of every $5 is spent on enterprise SaaS software

20%

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DISRUPTIVE CLOUD APPS

12M Users CRM

50M Users Productivity IT Services

15M Users Social Collaboration

1,000 Customers HR Management

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Avaya Communication Enables Web Browsers and Cloud-Based Business Applications

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Avaya is Pioneering the Embedded Engagement Experience

Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy.

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Next Generation Engagement Experiences

Embedded Standalone SDK

SaaS

Mobile

Process/Workflow

Cloud and in-application UC integration Application ecosystem enablement Avaya turn-key applications

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Avaya Communicator for Web

• HTML5-based Chrome extension or Internet Explorer add-on

• Real-time communication inside web browsers and Google

Apps, Microsoft Office 365, and Salesforce

• Does not require any software to be installed on a user’s

machine

• Works across Mac, Windows, and Chrome OS PCs

• Compatible with IP Office 9.1.4 and above, Aura 6 and later

• Includes:

• Voice and video calling ( today, Aura future)

• Instant messaging and presence

• Call control and directory services

• “One-click” to start Avaya Scopia and Google Hangouts

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Cloud Apps +

Browser Support

Components

Avaya

Communication

Platforms

Avaya Communication + Engagement Inside of Web Applications

Esna iLink for Avaya

Scopia® Desktop*

Avaya Communicator

for Web

*Additional component required for Scopia functionality. Does not include a

license for Scopia Video Conferencing.

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An Overview of What’s Included with Avaya Cloud Application Link

Avaya Cloud Application

Link Server(s)

Avaya Aura®

Communicator for Web

Esna iLink for Avaya

Scopia® Desktop

Avaya Cloud Application Link

Server is a middleware server

(either physical or virtualized) that

resides on top of the Avaya Aura®

platform (5.2+) and syncs

messages from Avaya Aura®

Messaging to cloud applications

such as Google Apps and Office

365.

An HTML5 based Chrome browser

extension and Internet Explorer

Add-on that enables users to

collaborate in the web apps they

work and live in; includes features

such as call control, directory

services, click-to-call, and record

pops/note taking in Salesforce.

An HTML5 based Chrome browser

extension and Internet Explorer

Add-on that embeds Avaya

Scopia® meetings across Google

Apps, Microsoft Office 365 and

Salesforce; includes support for

scheduling within calendars and

instant meetings.

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Cloud Apps +

Browser Support

Components

Avaya

Communication

Platforms

Avaya Communication and Engagement Inside of Web Applications

Middleware

Server

Esna iLink for

Avaya Scopia®

Desktop

Avaya Aura®

Communicator

for Web

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Avaya Cloud

Application Link

- Single Instance

Architecture

Diagram

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Ideal Target Markets – Organizations Moving or Using Cloud-Based Productivity, Email, and/or CRM Solutions

● 1B+ end users

● Leading web browser

● Chromebooks are the

fastest growing laptop

● 5M+ businesses

● 50M+ end users

● 60% market share in higher education

● 64% of Fortune 500

● 80M+ end users

● 31% of all cloud-based business

mailboxes are Office 365

● 12M+ end users

● 150K+ customers

● Cloud CRM solutions

market leader

● 18.4% market share

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Partner Value Proposition

4 Participate in Extended Market Opportunities – Enable collaboration practices to be more relevant to enterprise CIOs that are investing in SaaS,

social, and mobile collaboration applications

– Deliver a solution today that drives Avaya UC upgrades and new sales by embedding Avaya

solutions inside leading SaaS business applications

– Capture organizations migrating from on-premise productivity solutions (Outlook/Exchange, IBM

Notes) to cloud solutions (e.g. Google Apps, Office 365)

4 Help Customers Extend their Avaya Investments – Help customers leverage and extend their investment in Avaya to cloud applications (e.g. Google

Apps, Office 365, Salesforce)

– Customers can access real-time communication tools inside the cloud business applications they

use regularly without having to replace their existing Avaya assets

4 Compete Better – Compete effectively against solutions like Microsoft Skype for Business (Lync)

– Bridge an enterprise’s infrastructure with the cloud, linking on-premise communications

technology and cloud applications

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Consumer Value Proposition

4 For End Users

– Provides complete, rich, communications for end users directly from inside cloud-based applications

– Increases productivity and customer satisfaction by decreasing effort required to connect with anyone or collaborate as a team

4 For IT

– Reduces the disruption associated with deploying new technologies, and from switching applications or devices to communicate

– Enables faster adoption of new technologies

– Reduces the burden on IT budgets by leveraging existing multi-vendor technologies

4 For Business

– Increases the flexibility to choose the most appropriate application for the businesses – avoiding vendor lock-in

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Avaya Communicator for Web - Qualifying Questions

Ask your customer these four questions:

1. Are you moving from on-premise apps for productivity, email, and CRM to cloud or SaaS

based solutions?

1. Are you running Avaya IP Office 9.1.4 or above?

1. Do you use Google Apps, Microsoft Office 365, and/or Salesforce?

1. Do your employees use Google Chrome and/or Internet Explorer at work?

If your customer answers “Yes” to any of the above questions, then Avaya Communicator for Web in an ideal solution for them.

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Outcomes achieved with Avaya

● Amplify creativity

● Create impactful content

● Rapidly deliver the latest

materials

● Remove geographic barriers

● Streamline team meetings

● Reduce travel

Avaya Fuels Team Engagement in Google Apps and Office 365

What Avaya offers

● Embedded voice, video, IM and

presence

● Click-to-Call and Conference

● Click-to-meet (Scopia,

Hangouts)

● Click-to-collaborate

● Real time communications in

document manage apps like

Google Apps and Office 365

● Unified messaging in any cloud

or mobile email platform

Whether you're on the marketing

team or in R&D, Avaya helps

teams to stay connected and

productive.

Avaya enables better collaboration

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Avaya Impacts Sales Outcomes

Outcomes achieved with Avaya

● Identify sales activities that

produce results

● Spot top and low performing

sales reps

● Shorten sales cycles

● Streamline sales processes

● Accelerate response time to

customer questions and RFPs

What Avaya offers

● Embedded voice, video, IM and

presence

● Click-to-Call and Conference

● Click-to-meet (Scopia,

Hangouts)

● Screen pops of customer

records natively in Salesforce

Sales Cloud, Service Cloud

and Community Cloud

● Unified messaging with any

cloud or mobile email platform

● Integration with most cloud-

based CRM solutions

Avaya helps optimize sales

processes and performance by

accurately monitoring, tracking

and identifying sales activities that

deliver the best results.

Avaya enables better selling

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Avaya Improves Customer Service Performance

Outcomes achieved with Avaya

● Resolve service issues faster

● Improve customer satisfaction

● Reduce on-hold call times

● Decrease service costs

● Reduce travel

● Collaborate more effectively with

team members

● Share best practices and insights

more easily

What Avaya offers

● Embedded voice, video, IM and

presence

● Click-to-Call-Conference

● Click-to-meet (Scopia,

Hangouts)

● Screen pops of customer

records natively in Salesforce

Service Cloud and Community

Cloud

● Integration with leading cloud-

based customer service

solutions

Avaya enables service teams to

delight their customers by

addressing their questions and

issues efficiently and effectively.

Avaya enables better service

19 Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 19

Avaya Communicator for Web

Feature Descriptions + Screenshots

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Avaya Communicator

for Web

Provides a HTML5 front-end leveraging

Avaya platforms on the back-end to

deliver phone control (CTI) capabilities

within the browser and inside of cloud

applications.

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Authentication + Login Process

Support for OAuth 2.0 enables users to

sign in with a range of 3rd party

credentials - an Esna, web-based

authentication solution is available for

when security profiles or other

considerations make these other login

options impossible.

Users log in with credentials provided

by an administrator - next, they will be

prompted to enter appropriate site

information OR they can defer to a ‘site

default’ option, which automatically fills

in the appropriate information.

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Access the Client as a ‘Slider’ from Any Page in Your Browser

Avaya Communicator for Web -

can be accessed as an

embedded slider; it’s found in

the bottom right of any page in

your browser.

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Access the Client as a Browser Extension

Avaya Communicator for Web -

can also be accessed as a ‘popout’

extension for Chrome or Internet

Explorer (IE); it’s found in either

browser's toolbar.

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See Everyone’s Presence + Organize them into Groups

Easily gain a view to the real-time

presence and availability of your

co-workers with the ability to place

an instant call, open their profile, or

search for others.

Organize co-workers into custom

groups, which allows a user to

initiate group actions such as

Google Hangouts or Avaya Scopia

meetings.

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Manage Your Own Presence + Devices

Apply custom presence labels to

match your availability and (if

applicable) decide which of your

devices is used to handle calls.

Gain quick access into important

settings such as enabling an in-app

tutorials or integration with Google

Hangouts/Calendar, which is

reflected in your presence.

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Easily Make + Manage Calls from the Browser

Dial extensions or phone numbers

by entering the names of your

contacts or their numbers; see a list

of all active calls or a history of

your most recent calls.

A variety of call control features are

presented from within the browser

and apply to both a user’s Avaya

softphone and deskphone.

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Chat 1-on-1 with others and within

the same view, gain access to a

timeline of their activities, including

their status changes and your call

history with them.

Chat + Activity History

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Expanded Search + Collaboration Actions

Searching within the extension

brings up all contacts within your

company directory, as well as

those found in your Google or

Office 365 directories.

Within an individual's record, a user is

presented with the ability to place a

call, start a chat, view a recent call

history with that contact, and initiate a

Scopia or Google Hangout (when used

in a Google Apps domain).

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Leverage the WebRTC-based

softphone to make voice + video

calls from your browser.

Note: WebRTC available today with

IP office, Aura planned

Make Voice + Video Calls Right from the Browser

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Enable in ‘Softphone Mode’ for Only Voice + Video

Simply enable the client as a

softphone for voice + video, so you

can use another application for IM

+ presence, like Skype for

Business.

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Click-to-Call from any Page in the Browser

The ability to place a call is embedded

as an icon beside any phone number

in your browser - clicking it will initiate

a call to be placed via the user’s desk

phone or softphone; additional call

control features are available from the

browser client.

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In-App Tutorial Highlights Key Functionality

An optional in-app tutorial is

available upon installation and

exists as an option for viewing at a

later date.

33 Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 33

Avaya Communication-Enabled Business Applications

Feature Descriptions + Screenshots

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Access voice + video calls, Scopia

meetings, Hangouts, presence and IM

across Google Apps and Google

Chrome for faster, better team

engagement.

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When opened to a document, Avaya

Communicator for Web recognizes and

displays the co-authors of a Google Drive

document; individual and group actions

are presented, including the ability to start

a Google Hangout or Avaya Scopia

meeting.

Contextual

Collaboration in

Google Drive

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Collaboration Actions from the Google Contact Card

The ability to see a user’s Avaya

presence, start an instant

Scopia meeting or open a user’s

Avaya Communicator for Web -

profile is embedded within the

Google Contact Card.

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Presence Pulled from Google Calendar + Hangouts

Enable Google Calendar and

Hangouts integration, which

automatically adjusts your

presence while you’re in a meeting

or in a Hangout.

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Access collaboration voice + video

calls, Scopia meetings, click-to-call,

presence and IM across Office 365 and

Internet Explorer for faster, better team

engagement.

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From anywhere across your Google

Chrome or Internet Explorer browser, you

can bring up Avaya Communicator for

Web - to find your co-workers, check their

status, chat with them and place voice or

video calls.

Avaya Voice +

Video within

Office 365

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Collaboration Actions from the Office 365 Hover Card

The ability to see a user’s Avaya

presence, start an instant Scopia

meeting or open a user’s Avaya

Communicator for Web - profile is

embedded within the Office 365

Hover Card.

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Embedded voice + video calls,

presence, Scopia, Hangouts, screen

pops in Salesforce and the ability to

track/run reports on calls.

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Handling calls

from within

Salesforce

Avaya Communicator for Web - is

embedded directly in the Salesforce

sidebar. Whenever you receive a call, the

record of that caller is brought up - you’re

presented with call control features and

the ability to take notes about the call,

which are saved under the contact or

lead’s activity history.

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Does Your Sales Team Use Salesforce Sales or Service Cloud?

What can you do with

Avaya Communicator for

Web?

● Communicate in real time from

Salesforce

● Automatically log calls and web

conferences

● Click-to-call, IM and collaborate

● Collaborate on any record or

report

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Automatically logs calls as

activities, which can be

referenced in reports.

Track + Run Reports Based on Call History

45 Avaya – Confidential & Proprietary. Use pursuant to your signed agreement or Avaya Policy 45

Avaya Cloud Application Link Components

Feature Descriptions and Screenshots

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Avaya Cloud

Application Link

Server

Messaging server that resides on top of

the Avaya Aura® platform and syncs

messages from Avaya Aura®

Messaging with Google Apps and

Office 365.

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Unified Messaging Inside Gmail

Receive transcribed voicemails

in your Gmail inbox - contact is

resolved and additional

collaboration actions are

presented.

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Unified Messaging Inside Microsoft Office 365

Read transcribed messages

from within the Outlook Web

App; opening a message

extinguishes the message

waiting indicator on your desk

phone.

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Feature Summary by Cloud Application Integration

Google Apps Office 365 Salesforce.com

Collaboration Voice Communication X X X

Video Communication X X X

Click-to-Call X X X

Call Control X X X

Softphone Only Mode X X X

Instant Messaging X X X

Phone Presence X X X

Calendar Presence X X n/a

Location Sharing X X X

Contextual Collaboration X n/a n/a

Share Document X X X

Share Web Page X X X

Screen Pops n/a n/a X

Activity Logging n/a n/a X

Create New Record n/a n/a X

Web Meeting Services Integration

Click-to-Scopia [1] X X X

Click-to-Hangout X n/a X [2]

Settings and Administration

Select Device X X X

In-App Tutorial X X X

[1] Requires Esna iLink for Avaya Scopia Desktop Chrome Extension or Internet Explorer Add-on + a valid Avaya Scopia license.

[2] Requires Google account

Note: Features vary by Avaya platform, please consult product specific documentation for details

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Avaya Communicator for Web – IP Office Partner Ordering and

Licensing

• Partner Authorization

• All existing IP Office authorized resellers are eligible to sell the Avaya Communicator for Web for IP Office offering

• June 8, 2015: Ordered via piece part merchandise orders, pricing in:

• Price List Administration Tool (PLAT) files

• Global Pricing Catalogue (GPPC)

• Avaya Solution Designer (ASD) catalogue

• August 31, 2015: Quoting via:

• Avaya Solution Designer (ASD)

• Avaya One Source Configurator

• Avaya Quick Price Tool (QPT)

Update: IP Office 10 will bundle Avaya Communicator for Web in Power and Office Worker licenses

Material Code Description APL Category

383441 AVAYA COMMUNICATOR FOR WEB IP OFFICE 1 USER LICENSE: CU $100 9P

383454 AVAYA COMMUNICATOR FOR WEB IP OFFICE 1 USER REMOTE INSTALLATION (per user)

$6 9P

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Avaya Communicator for Web – IP Office Sales Enablement Tools

• Demo

• Avaya Communicator for Web included with Power Demo Kit for IP Office

• https://sales.avaya.com/en/general/anywhere-demo-kit

• demo.avaya enabled with Avaya Communicator for Web

• EBCs being enabled

• Avaya Sales & Partner Portal Page

• https://sales.avaya.com/en/general/avaya-communicator-for-web

• Sales & Partner Pitch Pack

• Fact Sheet

• Offer Definition

• FAQ

• Customer Presentation

• Sales and Tech Connect Training Recording

• Avaya.com

• http://www.avaya.com/usa/product/avaya-communicator/

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4 Follows Avaya’s standard direct ordering procedure;

– Direct orders must go through ASD (Avaya Solution Designer) Desktop to SAP and indirect orders need to be done through ASD configurator OneSource - the orders will be forwarded and processed by Esna

Avaya Cloud Application Link (Avaya Aura) Partner Ordering and Licensing

Option #1: Avaya Cloudlink Application Link with NO Transcription

Material Code SAP Long Description

386847 ACAL R1 USR SUBS PP

388472 ACAL R1 USR /S

Option #2: Avaya Cloudlink Application Link with Transcription

Material Code SAP Long Description

386848 ACAL R1 NU VCE TO TXT USR SUBS PP

388473 ACAL R1 NU VCE TO TEXT USR /S

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Avaya Cloud Application Link (Avaya Aura) Sales Enablement Tools

4 aura.esna.com

4 Avaya Sales & Partner Portal Page

– Sales/Partner Pitch Pack and Technical Overview

– Fact Sheet

– Datasheet

– Offer Definition

– Customer Presentation

– Technical Documentation

– FAQ (Frequently Asked Questions)

– Sales and Technical Videos

4 Technical Documentation

– Avaya Cloud Application Link Installation Guide

– Avaya Aura® Communicator for Web - User Guide

– Esna iLink for Avaya Scopia® Desktop - User Guide

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