Introduction to SimpleSignals Call Center Solution

Introduction 2 Call Distribution and Queuing is an essential business tool for every business customer, regardless of their size Call Centers get significant advantages from a Hosted service, and Service Providers are uniquely positioned to deliver the service Using BroadWorks to deliver the ACD service offers tight integration with other BroadWorks services, and operational simplicity The BroadWorks hosted Call Center solution allows us to compete head-to-head with the major premises ACD platforms from Avaya and Cisco, but at a much better price point. -US Service Provider The BroadWorks hosted Call Center solution allows us to compete head-to-head with the major premises ACD platforms from Avaya and Cisco, but at a much better price point. -US Service Provider The BroadWorks hosted Call Center application is a add-on service that I can sell to almost every one of my business customers. -- Nordic Service Provider The BroadWorks hosted Call Center application is a add-on service that I can sell to almost every one of my business customers. -- Nordic Service Provider

Market Challenges and Value Proposition

Inefficient trunk usage Expensive to operate/maintain Inflexible reporting $ Agents Anywhere Challenges of Premises ACD Systems Enterprise Customers – Lower Costs and Improve Productivity ACD ON-SITE QUEUING Calls are queued in Data Center, so trunks/bandwidth only used when agent is available ACD groups can span locations; Support for home-based agents Easy to use, with on-demand charts and data tables on agents and queues No CapEx. Monthly service, bundled with voice/data service. Advantages of a Hosted Call Center Solution

SimpleSignal Call Center Solution Overview

BroadWorks Call Center Solution 6 Inbound ACD calls are queued in the Service Providers data center Centralize management of calls and services Reduce cost of trunks by queuing calls in carriers network Virtual Queues can span multiple sites Deliver calls to agents when they are available Agents can be located anywhere Agents can control what device they use Calls Home Agent / Remote Office Branch Office Service Provider Single ACD Group Large Call Center AUTO ATTENDANT Messaging ACD Reporting Multiple ACD Groups Calls Home Agent / Remote Office Branch Office Service Provider Single ACD Group Large Call Center AUTO ATTENDANT Messaging ACD Reporting Multiple ACD Groups

Hosted Call Center – Supports All Environments Single Users Queue calls for front office Receptionist(s) Integrated with BroadWorks Receptionist desktop client Small Office Queue calls for small office Phone-based users Mobile Workforce Integration with BroadWorks Anywhere Example: Real Estate Sales, Contractors Small Call Center Phone-based agents Basic reporting options Multi-department Enterprise Queuing and overflow settings to support Geographically distributed Enterprise Queues can span sites Supports remote or home- based users Small BusinessMid-Size Business Advanced Call Center feature set Front end IVR/AA Advanced ACD features for overflow, alternate routing, stranded call routing, bounced calls Desktop clients (Agents and Supervisors) for efficient call handling Advanced historical and realtime reporting Call Recording (via partners) Formal Call Centers 7 SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute. Value Proposition Single platform supports service requirements of every customer environment

ACD Feature Overview

Call Distribution and Routing Policies ACD Algorithms Ordered Agent Hunt Most Idle Simultaneous Ring Weighted (Primary/Secondary) Directory Number Hunt Alternate Agent Devices Secondary IP Phones Mobile Device (BW-A) Home Phone (RO) Agent Log-In Join via web portal or clients Set ACD State (Sign- in/out, Available, Unavailable, Wrap-Up) Priority Queuing Ability to prioritize which calls are presented to agents Use Longest Waiting, Highest Priority Queue or DNIS within a Queue Bounced Call Routing Routing options when a selected agent doesnt answer a call Overflow Call Routing Based on number of calls in queue or time in queue Stranded Call Routing Options to escape from queue when no agents are logged in Call Distribution Policies Call Routing Policies Night Service Assign time schedule to Call Center, with automatic after-hours routing behavior Includes option to manually enable via web portal, Supervisor client, or FAC Holiday Service Assign calendar schedule to Call Center Forced Forwarding On-demand re-routing of calls to alternate location, enabled via web portal, Supervisor client, or FAC Alternate Routing Policies 9 SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.

Greetings and Announcement Options Entrance Message Audio and Video Customizable Option – Always play entrance message Message plays even if agents are available Option - Play estimated Queue wait time or location in queue Music/Video on Hold Comfort Messages Periodic message played when in queue Alternate Comfort Message Triggered when expected wait time is short 10 Entrance GreetingsComfort Media Optional announcement played to caller based on call routing triggers Forced Forwarding Night Service Holiday Service Overflow routing Stranded call routing Service Announcements SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute. Media Files Supports loading both audio and video files for all announcements/greetings Up to 4 media files can be chained together to create message/greeting Files can be loaded on BroadWorks or pulled from a Server (using URL) Hold Media can be streamed from external device

Agent Productivity and Management Present incoming call information to Agent on phone or CC client Inbound CC or DNIS name Wait time Calls still in Queue Longest waiting call Whisper Message Distinctive Ring for ACD calls Held call notification and management Call Escalation Normal escalation or Emergency escalation to Supervisor View line state of Supervisors Call Transfer and Conferencing Online directories with Click-to-dial Disposition Codes Tag calls to track campaigns or call results Call PresentationCall Handling Unavailable Codes Custom Unavailable codes (break, lunch, etc) to track availability Silent Monitoring and Barge-In Monitor active call Monitor next call to agent or queue Management SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.11

Call Center Agents and Supervisors

Call Center Agent Overview Any Subscriber, Any Device, Any Place Leverage the core BroadWorks ability to route calls to a user, not a device, so the Agent can use multiple devices and alternate devices/locations Reporting and ACD availability remain consistent, regardless of device Phone-based Agents IP Phones display queue and call information; Soft keys for common actions (ACD state, Disposition codes); Star Codes for key features (escalate call to supervisor, etc) Desktop clients for fast-paced environments Web-based client, fully integrated with BroadWorks Access on-demand Agent reports

Phone-Based Users or Agents Alert multiple devices Desk Phone Alternate/Temporary Phone Mobile Phone – BroadWorks Anywhere Auto Answer calls Agents with headsets – get whisper message, distinctive ring, and auto-answer Manage Availability (ACD State) Set ACD state from phone softkeys* (Polycom) Join/Unjoin and set ACD state from Web Portal *View incoming call and queue information DNIS name/number, wait time of call, calls remaining in queue, longest wait SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute. Shared Workstation Log in via softkey* or voice portal *Reason Codes Set Unavailable codes from phone Set Disposition codes from phone Multiple FACs for agents and supervisors Silent monitor agent Silent monitor next call Night Service activation/deactivation Forced Forwarding activation/deactivation Place Outbound CC call Place Outbound personal call Escalate call to Supervisor Initiate COT *Device Dependant

Call Center Supervisor Overview Monitor Agents/Queues from Anywhere View status of any agent or queue from the Supervisor client Monitor any call, regardless of agent location or device Manage Agents and Queued Calls View call activity and queued calls Manage/reorder/retrieve queued calls Silent monitor/barge in on calls Real-time and Historical Reporting Real-time Dashboard of Agent/Queue activity On-demand canned reports of key metrics Scheduled reports Customized reports

Web-based Call Center Supervisor Client SimpleSignal ®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.16 Active Calls On-line Directories Agent Management Queued Call Management Break Out Directories

Supervisor Real-time Dashboard Queue Statistics Agent Statistics