Building communications continuity into your business continuity planning

Industry: Cost of Downtime (est. per hour) Brokerage operations $6,450,000 Credit card authorization $2,600,000 Web-based Business $150,000 - 225,000 Package shipping services $150,000 Catalog sales center $90,000 Airline reservation center $89,000 Cellular service activation $41,000 On-line network fees $25,000 ATM service fees $14,000 What will Communications Downtime Cost your Business?

Brokerage operations $6,450,000

Credit card authorization $2,600,000

Web-based Business $150,000 - 225,000

Package shipping services $150,000

Catalog sales center $90,000

Airline reservation center $89,000

Cellular service activation $41,000

On-line network fees $25,000

ATM service fees $14,000

Market Landscape – What is Out There For You? Demand for Recovery and Operational Resiliency is growing. ( A Gartner 2007 survey showed 45% of the respondents reporting an IT-DR budget increase from 4% to more than 8%.) Business Continuity historically has been IT-DR focused, but with new classes of threats, it now needs to include all operations and be more comprehensive. A study says that only 2% of enterprise consider communications as part of their BC/DR plan Voice is arguably the most critical application, being able to communicate with employees, customers, suppliers during unplanned disruptions.

Demand for Recovery and Operational Resiliency is growing. ( A Gartner 2007 survey showed 45% of the respondents reporting an IT-DR budget increase from 4% to more than 8%.)

Business Continuity historically has been IT-DR focused, but with new classes of threats, it now needs to include all operations and be more comprehensive.

A study says that only 2% of enterprise consider communications as part of their BC/DR plan

Voice is arguably the most critical application, being able to communicate with employees, customers, suppliers during unplanned disruptions.

Key Message! Reacting to a Disruption – “Don't take availability of communications for granted!” Your communication infrastructure may not be ... ... as resilient and reliable as it needs to be (Is one lost data link the end to your communications capabilities?) ... easy to use (How do your employees call for help?) ... able to reach the necessary people (Does away from the desk mean out of control?) ... able to capture all necessary information (Do you know where exactly in your building that 911 call came from? Does your security team know all about that malicious call that your call centre agent is just now receiving?) ... capable of a quick recovery (Can you quickly set up an alternative communication hub if you are forced out of your building to enable your core business functions to continue?)

Your communication infrastructure may not be ...

... as resilient and reliable as it needs to be (Is one lost data link the end to your communications capabilities?)

... easy to use (How do your employees call for help?)

... able to reach the necessary people (Does away from the desk mean out of control?)

... able to capture all necessary information (Do you know where exactly in your building that 911 call came from? Does your security team know all about that malicious call that your call centre agent is just now receiving?)

... capable of a quick recovery (Can you quickly set up an alternative communication hub if you are forced out of your building to enable your core business functions to continue?)

The Message: The Three “R’s” of Enterprise Communications Continuity Enables organizations to plan for, react to and recover from a disruption with communications Identify Risk Define Responsibilities Prepare Plan Sustaining Actions Plans:Day-Week-Month Communicate Activate Notify Plan Engagement “ When we took a hard look at our business continuity plans and the security and emergency readiness of our network, we concluded that this wasn’t an area where we wanted to leave anything to chance.” San Francisco International Airport Refine Respond Recover Severe Weather Power Outage Terrorism F I R E

Enables organizations to plan for, react to and recover from a disruption with communications

Risk Management Framework Event Event Response Objectives Impact Statement Impact Comparison Against Objectives Response Plan Social Impact Corporate Impact Personnel Impact Customer Impact Passive Impact Assessment Social Impact Corporate Impact Personnel Impact Customer Impact Active Impact Assessment Social Response Corporate Response Personnel Response Customer Response

Four Strategies for Delivering Communications Continuity © 2009 Avaya Inc. All rights reserved. Build Social Distancing into your organization Home-basing employees Disaggregated campuses Self-service Sequestering

Build Social Distancing into your organization

Home-basing employees

Disaggregated campuses

Self-service

Sequestering

Business Issues Staff unwilling/unable to work in central location “ Social cocooning” becomes dominant Businesses are unprepared for long term employee absence Solutions Prepare for technological and business impacts Provide employees with capabilities to which they’re accustomed Staff should be reachable by customers and co-workers in the same manner as before the pandemic Implement Teleworking Strategy Knowledge Workers and Contact Center Agents “ Recent outbreaks of swine flu highlight the need for companies to have in place pandemic plans that address workforce absenteeism rates of 40% or higher.” - Gartner Inc. analyst Rick DeLotto `

Business Issues

Staff unwilling/unable to work in central location

“ Social cocooning” becomes dominant

Businesses are unprepared for long term employee absence

Solutions

Prepare for technological and business impacts

Provide employees with capabilities to which they’re accustomed

Staff should be reachable by customers and co-workers in the same manner as before the pandemic

Architecture for Disaggregated Offices Business Issue A single event can shut down a office for days, weeks, months Contact centers are extremely vulnerable Dependence on a single physical location risks complete shut down © 2009 Avaya Inc. All rights reserved. Avaya Solution Rapid deployment is critical Ensure unique communications needs are met with multi-vendor platform integration Free contact centers from geographical constraints with real-time agent login “ This is a really lousy economic time for businesses to have to go cold turkey and not be able to carry on,” Chuck Wilsker President and CEO of The Telework Coalition in Washington, D.C o o o Session Manager Session Manager Session Manager Feature Server Feature Server Feature Server SP Avaya Aura ™

Business Issue

A single event can shut down a office for days, weeks, months

Contact centers are extremely vulnerable

Dependence on a single physical location risks complete shut down

Avaya Solution

Rapid deployment is critical

Ensure unique communications needs are met with multi-vendor platform integration

Free contact centers from geographical constraints with real-time agent login

Expand Self-Service © 2009 Avaya Inc. All rights reserved. Business Issues Your customers want less face to face interaction They will want to find ways to do business from their home Can your available resources handle core volumes Solutions Automate customer interaction with voice and Web solutions Conduct an assessment to identify self service strategy based on business needs Communicate with customers & employees via automated tools Crisis Event Stage Transaction Rates Pre Peak Post Resource Supply Resource Demand

Business Issues

Your customers want less face to face interaction

They will want to find ways to do business from their home

Can your available resources handle core volumes

Solutions

Automate customer interaction with voice and Web solutions

Conduct an assessment to identify self service strategy based on business needs

Communicate with customers & employees via automated tools

Support Sequestering Business Issues Key employees with mission-critical roles must work with restricted access to society at large Groups of employees must be able to change locations quickly Certain geographies might not be accessible for work © 2009 Avaya Inc. All rights reserved. Solutions Ensure flexibility and rapid deployment with a network integrated temporary communications solution Emulate real-life interaction with video collaboration Prepare for severe scenarios with satellite based solution

Business Issues

Key employees with mission-critical roles must work with restricted access to society at large

Groups of employees must be able to change locations quickly

Certain geographies might not be accessible for work

Solutions

Ensure flexibility and rapid deployment with a network integrated temporary communications solution

Emulate real-life interaction with video collaboration

Prepare for severe scenarios with satellite based solution

The Avaya Notification Server - Overview

Enterprise/Campus wide - Urgent Notification An Increased Need Increased Risk, Threat and Cost, resulting from … Natural disasters (Hurricanes, Tornados, Tsunamis), resulting from global climate change Regional political turmoil Global market dynamics Terrorist or criminal activity Increased Awareness of the Need to be able to Effectively Respond 911 calls and ability of first line response (e.g. campus security) - seconds can cost lives Weather (snow storms, tornadoes, hurricanes) – stay at home, alternative office, facilities Coordination of response teams in the event of an emergency Timely Effective Centrally Managed Response – Increasingly Critical

An Increased Need

Increased Risk, Threat and Cost, resulting from …

Natural disasters (Hurricanes, Tornados, Tsunamis), resulting from global climate change

Regional political turmoil

Global market dynamics

Terrorist or criminal activity

Increased Awareness of the Need to be able to Effectively Respond

911 calls and ability of first line response (e.g. campus security) - seconds can cost lives

Weather (snow storms, tornadoes, hurricanes) – stay at home, alternative office, facilities

Coordination of response teams in the event of an emergency

Timely Effective Centrally Managed Response – Increasingly Critical

A Notification System A centrally located alert and notification system for use by business leadership, human resource management, first line response teams and public safety workers An ability to convey critical information and instructions across the organization or response network, real-time Triggered at the push of a button or automated Pre-configured, dynamic and personalized messages Instructions on what to do, how to proceed and how to respond Target specific individuals and groups within the organization or network by roles,responsibilities and location Capture and consolidate response real-time, regardless of communications mediums Support post event analysis

A centrally located alert and notification system for use by business leadership,

human resource management, first line response teams and public safety workers

An ability to convey critical information and instructions across the organization or response network, real-time

Triggered at the push of a button or automated

Pre-configured, dynamic and personalized messages

Instructions on what to do, how to proceed and how to respond

Target specific individuals and groups within the organization or network by roles,responsibilities and location

Capture and consolidate response real-time, regardless of communications mediums

Support post event analysis

Avaya Notification Server Architecture AVAYA NOTIFICATION SERVER (ANS) Notify and Response SMS Channel IP Network, PSTN, and Wireless IP Phones Analog Phone Mobile Desktop ANS Web Portal WiFi SMS Email Text & Audio Text & Audio Text & Audio Audio Text Text Text IP Phone Channel Voice Channel Email Channel Business Processes (CEBP) Emergency Alerts IM Channel WiFi Channel Vertical Solutions (Financials, Healthcare, Hospitality, Public Sector) Web Services Interface Future Future Notify and Transfer Notify and Conference Multimodal Notifications Escalation Tree User / Group Profiles IT System Alarms Smart Finder Proactive Outreach Notify and Merge Future

ANS Connectivity

ANS Feature Highlights Management Console / Admin UI (Web Portal) Message Creation (Pre-recorded and Text-To-Speech) Broadcast (Groups, Priority, Security/PIN) Reporting on Message Broadcast (Real-time, End of Broadcast – reach, response, response time and device) User / Group Profile and LDAP Synchronizing Broadcast Trigger (Management Console, Phone or Third party system) Multi-model Notification (2-way Voice, 2-way Avaya IP Phone, 1-way SMS & Email/SMTP) Notify and Response, Notify and Transfer, Notify and Conference Throughput and Capacity – 5,500 Voice Notifications (60 second message) 1 hour Integrated with Avaya Communication Manager R4 and above Open Web Services API for integration with third party systems Horizontally scalable architecture, Highly Available (HA) Allow Custom Application Add-on Custom Web Portal Custom Web Service API adapters Custom Delivery Channels Custom Voice Portal (IVR) Applications Custom Language Support

Management Console / Admin UI (Web Portal)

Message Creation (Pre-recorded and Text-To-Speech)

Broadcast (Groups, Priority, Security/PIN)

Reporting on Message Broadcast (Real-time, End of Broadcast – reach, response, response time and device)

User / Group Profile and LDAP Synchronizing

Broadcast Trigger (Management Console, Phone or Third party system)

Multi-model Notification (2-way Voice, 2-way Avaya IP Phone, 1-way SMS & Email/SMTP)

Notify and Response, Notify and Transfer, Notify and Conference

Throughput and Capacity – 5,500 Voice Notifications (60 second message) 1 hour

Integrated with Avaya Communication Manager R4 and above

Open Web Services API for integration with third party systems

Horizontally scalable architecture, Highly Available (HA)

Allow Custom Application Add-on

Custom Web Portal

Custom Web Service API adapters

Custom Delivery Channels

Custom Voice Portal (IVR) Applications

Custom Language Support

Emergency Notification Use Cases

Emergency Operations Center

Critical Business Event

Tornado Threat - Branch

Major Financial Institution Leverages Virtual Workforce Operation depends on over 2000 people working in Manhattan Business Continuity Mandate to work from anywhere Driven by need… travel, customer visits Driven by necessity… pandemic, weather, strike, terrorism Solution created Avaya one-X ® Portal enables employees to work at home, moving critical face to face employees to NJ sites For companies trying to justify business continuity initiatives… as a consequence of virtualization, typically absence rates decline, employee satisfaction increases and productivity grows

Operation depends on over 2000 people working in Manhattan

Business Continuity Mandate to work from anywhere

Driven by need… travel, customer visits

Driven by necessity… pandemic, weather, strike, terrorism

Solution created

Avaya one-X ® Portal enables employees to work at home, moving critical face to face employees to NJ sites

Communications Preparedness Summary Don’t be caught off guard – build a plan today How would you have reacted if we reached Stage 6 in the recent pandemic? Model and test your plan, to ensure smooth operations Are you confident your enterprise can do without communications for a day? Week? Build flexibility into your communications plan Do you know where and when your business continuity plan will be called upon? © 2009 Avaya Inc. All rights reserved.

Don’t be caught off guard – build a plan today

How would you have reacted if we reached Stage 6 in the recent pandemic?

Model and test your plan, to ensure smooth operations

Are you confident your enterprise can do without communications for a day? Week?

Build flexibility into your communications plan

Do you know where and when your business continuity plan will be called upon?

Related Offers Service Offers CC Pandemic Readiness Review CC Pandemic Desktop Exercises Telecommuter / Home Agent Program Development Telecommuter / Home Agent Program Evaluation Self-Service Application Development Call Back Survey Emergency Broadcast Notification Enterprise Continuity Assessment & Mitigation AOS Product Offers Avaya Aura VoicePortal Mobile Communications System Avaya one-X ® Communicator Avaya one-X ® Portal Avaya one-X ® Agent VPNremote phone Video Group systems Desktop Contact center © 2009 Avaya Inc. All rights reserved.

Service Offers

CC Pandemic Readiness Review

CC Pandemic Desktop Exercises

Telecommuter / Home Agent Program Development

Telecommuter / Home Agent Program Evaluation

Self-Service Application Development

Call Back Survey

Emergency Broadcast Notification

Enterprise Continuity Assessment & Mitigation

AOS

Product Offers

Avaya Aura

VoicePortal

Mobile Communications System

Avaya one-X ® Communicator

Avaya one-X ® Portal

Avaya one-X ® Agent

VPNremote phone

Video

Group systems

Desktop

Contact center

© 2009 Avaya Inc. All rights reserved. Questions