We live in a smart

digital world that has

transformed almost

every aspect of our

modern lives. An

explosion of smart

technology has

changed how people

expect to interact.

We all buy and sell billions of

dollars worth of things every day in

an always-on economy. Commerce

and financial markets are globally

connected. We expect digital

government and a connected

community. We are a digitally-savvy

mobile workforce.

Now consumers and citizens

are in the driver’s seat, even more

so with millions of millennials

rapidly joining the workforce.

This generation brings different

expectations. Millennials are

completely mobile, highly social,

and always connected — and they

expect the same of friends, family,

companies, and environments.

These lofty expectations are

contagious, and it’s not just

millennials taking them for granted

— it’s a world of people with smart

devices and smart apps. Now,

more people say they prefer to

experience your company via

an app than a human voice.

Consumers expect apps that can

remember them, respect their

privacy, and link them directly

back to their physical experience.

An Age of Smart Devices

The age of smart devices is

based on a surge of connected

things. About a third of Americans

already own multiple smart things

like thermostats, refrigerators, and

watches.1 There are now more

devices than people on this planet.

That’s 21 billion by 2020.2 The

world’s data used to double every

century. Now it doubles every

two years.3

1

For businesses,

meeting these

expectations is a

challenge, but organizations

are responding and transforming.

Gartner tells us that about a

third of businesses who tried the

transformation already

consider themselves to be

digital businesses.4

The Smart Digital World

Beyond devices and things, a

whole smart revolution is

happening. Smarter businesses can

instantly connect employees to

each other and their customers.

Smarter healthcare can network

millions of medical devices more

easily and more securely. Smarter

cities can provide access to services

for all citizens and a better

experience for visitors. Smarter

campuses for schools can help

our kids learn more in a

safer environment.

Most companies now need to

compete almost entirely on the

basis of customer experience. It’s no

longer good enough just to analyze

and understand consumers; we

need to predict and respond to

their demands across their digital

lifecycle in order to effectively

sell, service, and market to them.

Ultimately, it is quite simple.

Organizations that recognize the

smart digital opportunity and find

ways to connect to their customers

throughout the digital journey will

have more effective employees,

better customer service, more

engaged citizens, healthier

patients, happier customers, and

higher profits.

As the leading communications

company in the digital age, Avaya is

here to help.

2

In the digital age, communication

is the connective tissue necessary

for digital health, whether within the

company, between a company

and its customers, or between a

government and its citizens —

person-to-person or via a device or

an app.

Avaya envisions a smart digital

world where communications are

always secure and in-context,

powered by Avaya Everywhere. We

see a world where, from the point

that you think of going on vacation

to the time you return home, your

smart app is your travel companion,

your concierge, and your call into

room-service.

Communication is how we stay

engaged. Just how important is

being engaged? A fully engaged

customer can add up to 23% higher

share of wallet. A ‘disengaged

customer’ can cost about 13%

more. On the employee front, a

fully engaged employee can

provide 22% higher productivity

and a disengaged one can cost

about $2500 per year.6

To help our customers cultivate

engaged employees and customers,

our technology strategy is based

on these attributes: embedded,

multi-platform, open, and mobile.

We automate processes, increase

speed, and reduce risk.

We embed communications

into the browser on the desktop

and in the smart app, so people

can communicate directly from

where they spend their time in the

digital world. We take manual

communications processes and

automate them in order to scale

and improve the experience of

communications at the lowest

level of cost.

By sticking to these principles,

we allow our customers to take full

advantage of the digital

opportunity. We add to their top

line by bringing speed, agility,

resilience, and innovation at scale

into the business. We can provide a

better return on investment on

communications technology. For

the bottom line, we help reduce

complexity, drive out cost and risk,

and improve the total cost

of ownership.

3

Customers Driven By Avaya Business Communications

A MAJOR UNIVERSITY discovered

the simple power of Avaya

automation. An app that was

developed using Avaya Breeze in

a single day showed savings of

over a quarter of a million dollars —

so the university imagined all the

other places where Breeze might

work. Now they have more than a

dozen apps, including one that

identifies student license

plates and IDs for parking and

automatically

bills students.

DR. SULAIMAN AL-HABIB

MEDICAL GROUP (HMG) is one

of the largest private healthcare

providers in the Middle East,

creating a hospital of the future.

Its flagship hospital is a paperless

facility with digital administration

and patient management. At the

core of the new hospital’s

operations is a cloud-based

hospital information system

built on top of Avaya solutions,

including smartphone apps for

patients and physicians.

DUBAI’S ROADS AND

TRANSPORT AUTHORITY (RTA) is

working with Avaya to upgrade its

contact center operations as part

of its strategic goal to ensure

customer satisfaction. RTA has

deployed Avaya customer

engagement and contact center

solutions as one of the key

elements in its transformation to a

‘Smart Service’ organization.

Customer satisfaction is an

objective that is being driven by

the highest levels of government in

Dubai; it serves to cement Dubai’s

leading position in the United

Nations’ global Happiness Index.

A MAJOR CANADIAN RETAILER

had a mixed IT infrastructure that

they decided to move wholly to

cloud. Their people liked to always

‘live in the environment in which

they worked,’ so they turned to

Avaya to keep the communications

experience for users embedded in

a browser. When hovering over an

email and seeing a contact card or

an online presence, employees can

now get a phone number and

instantly click-to-call.

BURJ KHALIFA, the

world’s tallest tower, is

now the world’s tallest

networking fabric.

Avaya’s network

virtualization

technology

connects this highly

complex

environment across

more than two

million square feet

of residential and

office space,

ensuring that

modifications to the

network don’t impact

performance. Burj Khalifa’s

guests, tenants, and IT teams

can now enjoy the best quality

network experience, with

no downtime.

Differentiating itself from larger

competitors is a big part of

LANDMARK BANK’S strategy. The

bank’s approach is summed up in

its philosophy for customer

experience: “‘big-bank’ services

with a ‘small-bank’ feel.” Landmark

turned to Avaya solutions for

contact center, networking, unified

communications, and

videoconferencing.

• Burj Khalifa, Dubai, UAE

4

Fabric Networking

Avaya fabric networking seamlessly integrates with our communications platforms. Leveraging the benefits of

fabric-based, software-defined networking, we enable our customers to roll out new services in one tenth of

the time and with minimal resources. Avaya networking provides mobility, speed, and scale, as well as

enhanced cyber-security as a foundation for smart digital solutions.

Avaya provides the most complete portfolio of software, services, and networking infrastructure for digital

business communications. We are the only true specialist in digital business communications in the industry. We

work with thousands of partners to give customers access to our solutions through a knowledgeable local

provider or specialized expertise. We provide the flexibility of a 100% software-defined architecture and fabric. All

companies are on a cloud journey, so we also provide them with public, private, and hybrid cloud options.

Team Engagement

We provide open, mobile, and scalable business communications and collaboration solutions that are fast to

deploy and easy to maintain, including our flagship Avaya Aura® and IP Office solutions. Avaya offers

everything from simple voice and video communications on virtually any device, to customized collaboration

and workflows via Avaya Breeze.

Customer Engagement

We are the global marketshare leader in contact center with 15 years of leadership according to Gartner. We

enable our customers to deliver consistent customer experiences based on the Avaya Aura™ and IP Office

platform. We help our customers to achieve best-in-class Net Promoter Scores and save millions in

operational costs. With our Avaya Breeze snap-in development platform and Snapp Store marketplace, we

are redefining the concept of customer service platforms for the future.

Avaya Services

We offer a comprehensive and robust suite of award-winning services. We consult, enable, support, manage,

optimize, and even outsource collaboration, contact center, and networking solutions for our customers. Our

services help customers mitigate risk, reduce total cost of ownership, optimize performance, and accelerate

adoption of communications solutions.

5

CHEETAH MOBILE, the number

one mobile application developer

worldwide and the number two

Internet and mobile security

company in China, has enhanced

overall efficiency with Avaya video

conferencing. Cheetah’s mission

is to make the Internet and the

whole mobile experience faster,

simpler, and safer for users around

the globe.

Avaya solutions enable smarter healthcare

Customers Using Avaya’s Portfolio

Lack of investment in SKODA

AUTO limited its ability to innovate

and adapt. Skoda’s network

infrastructure was also out-of-date;

outages were frequent, and IT staff

were spending most of their time

on management and provisioning.

Now, Avaya provides Skoda with a

network that meets the demands

of modern commerce, thus helping

Skoda become a more consumer-

focused organization.

A U.S. DIGITAL SOLUTIONS

PROVIDER with customers ranging

from Hollywood to NASA acquired

a company in Georgia. Expenses

rapidly escalated as executives and

technicians traveled between the

offices. Utilizing Avaya online

collaboration tools, staff can now

see, hear, and share with almost

anyone in almost any location

simultaneously, creating much

less need to travel, and resulting

in an immediate drop in

travel-related expenses.

At PROMEDICA, growth

in urgent-care centers

is just one of the

demands on

the company’s

network. A

new electronic

health records

implementation,

and new

applications for

patient monitoring

and a public address

system, all rely on the

Avaya network. Many of

these needs also require

robust IP multicast

capabilities — something of

a new frontier for the

healthcare industry.

AL NOOR HOSPITALS

GROUP, the largest private

healthcare company in Abu

Dhabi, has transformed its

operations by deploying

Avaya networking, unified

communications, contact center,

and telephony solutions. The

company employs more than

4,000 staff and treats 5,400

patients daily. By working with a

single vendor for data and

telephony solutions, Al Noor is

better able to integrate systems

and services as part of its digital

transformation journey.

Avaya is used by:• 95% of all Fortune 500 companies

• 2,750+ hotel sites

• 450K+ contact center agent positions

• 8 of the top 10 insurance companies

• 9 of the top 10 largest banks

• The world’s top 10 airlines

• 4,000+ healthcare institutions

• 5,000+ educational institutions

• Government agencies in 42 countries

Avaya solutions, including

team engagement, customer

engagement, fabric networking,

and services, are used by major

governments, enterprises, and

over half a million small and

midsize companies around

the world.

Avaya has more than 9,300

partners globally providing world

class solutions.

Avaya is number one in:• Worldwide Contact Center

• Worldwide Unified Messaging

• SME Telephony

• Worldwide Voice Maintenance / Voice Support Services

Copyright Avaya 2016

1 https://www.truste.com/about-truste/press-room/35-of-americans-now-own-at-least-one-smart-device-other-than-a-phone/ | 2 http://www.gartner.com/newsroom/id/3165317 | 3 IDC Digital Universe Study, sponsored by EMC, June 2011 | 4 http://www.gartner.com/technology/research/digital-business/ | 5 http://www.mckinsey.com/business-functions/business-technology/our-insights/the-internet-of-things-the-value-of-digitizing-the-physical-world | 6 http://www.gallup.com/businessjournal/172637/why-customer-engagement-matters.aspx | 7 http://www.gallup.com/businessjournal/172637/why-customer-engagement-matters.aspx