NorCal – TCA Customer Alignment June 15, 2006 Michele Dour Director, Order Management

2 Aspect Software Worlds largest company solely focused on the contact center industry. Sept Merger - Concerto Software and Aspect Communications Market leaders in Work Force Management and Outbound dialing Total pro forma combined revenue in excess of $600M 5000 customer sites in 54 countries  Two thirds fortune 50 in financial, transportation, insurance, telecommunications, retail, outsourcing and government  9 of top 10 telecommunications, 9 of top 10 commercial banks, 9 of top 10 airlines

3 The Vision – A Perfect World  A very satisfied Aspect Customer  Orders book same day, ship complete and are delivered on time.  Customers pay on time  More time generating new business and less time reconciling old business  Provide scalable solutions for managing future business  Provide seamless reporting to leverage customer data across the organization  It is easy for Aspect to do business with Aspect

4 Systems Architecture

5 Customer Master Initiative - A Simple Concept? Build a foundation for a world class customer information data base. A unified customer view to gain, maintain and service better than the competition Develop a customer architecture to enable seamless customer interactions across the enterprise. Unify business rules across platforms and lines of business. Create a robust business model to enable strategic reporting and analysis

6 Customer Master Initiative – The Approach Assemble a cross functional team  Representatives from each strategic LOB  Representatives could operate at both a strategic and execution able level Engage appropriate internal and external subject matter experts to facilitate best business practices methodology. Empower the functional lines of business to own the data and drive process change. Address business processes, data values and tool functionality in an end to end process model Adopt a phased implementation roadmap Develop an ongoing data governance and stewardship culture

7 Goals 1.Build a foundation for a world class customer data base 2.Align the customer master with Oracle’s TCA architecture 3.Standardized the naming conventions & address protocols across integrated applications 4.Empower Aspect’s functional lines of business to drive process change and alignment 5.Conduct conference room pilot 6.Perform clean-up and consolidation of the customer records in production 7.Research (automated) methods and solutions available to capture and eliminate erroneous records 8.Appoint champions in the LOB’s to ensure ongoing data quality 9.Implemented data quality dashboard for ongoing data management 10.Obtain executive sponsorship, commitment and funding

8 A Phased Approach – Define Customer Roadmap & Strategy

9 The Challenges  The Culture  Recognizing the problem and the associated costs  Customer Sat  Operational Efficiency  Business Optimization  Overcoming the myth  That it is an technology tool issue  That it is an IT reporting issue  That we are experts and can do this ourselves  Recognizing and making the investment  Time  Talent  Funding  Widely differing cross functional perspectives on customer data and the size of the ocean

10 The Challenges  Data  Variety of data models  Customer structures are not consistent with how the business should run  Models based on historic billing account structure vs. TCA  Duplicate data  Duplicate data exists in customer and address records  Duplicate data exists in one system and also across systems  Cumbersome  Users unable to do fuzzy match  Users fumbling through multiple records to process transactions – sift through too many records  Lack of standard naming conventions - “TBDCY Factor”  Undefined relationships  Process  Undefined (data entered casually from many sources)  Multiple points of data penetration  Silo’s among functional groups and systems Customer  They keep buying and selling themselves

11 Customer Master Initiative Structure Project Sponsor CIO VP Finance Program Manager – Michele Dour Project Manager Chair: IT Marketing Support Sales Finance OM Sales Operations Support Delivery Education Services Professional Services DQM Council Project Managers Customer Architect Data Research Specialist 100% – IB Move Specialist Core Team Contracts Sales Credit & Collections IT Business Analyst Technical Support Subject Matter Advisors Extended Support Teams

12 Gaining Cross Functional Consensus Leveraged SPG’s BP 2 A methodology Focus on processes, key activities and key data elements by functional lines of business

13 Data Quality Council - Role Govern policy, protocols and data models Act as strategic change agents and advocates Assume stewardship role driving data quality and integrity across the enterprise Architectural review and oversight related to core data models and processes Communication and education champions within LOBS

14 The Secret to Our Success Appointed business champions  Create vision and lead change  Understand the problems and realize the benefits  Understand and can articulate the importance of the initiative from a business perspective. Broke down silos  Built a cross functional team  DQM Council Understood issues impacting data were people, processes and tools Invested time and resources up from on discerning business requirements and business process needs Executive sponsorship and timing Established goals and scope – What are we solving for? Adopted a phased approach – Don’t boil the ocean Emulated best practices approach

15 Lessons Learned Customer data quality is more about enterprise wide consensus and process than technology. Everyone in your organization is a steward of customer data. Customer data integration is a journey, not a destination Don’t wait until you feel 100% comfortable to take the first step start small, align with strategic goals and build upon success. You are the experts about your customers. Beware of “Perfection Paralysis” - There are reasons we have add and edit buttons The TCA Architecture is a solid solution when a best practices model is followed Beware of Scope Creep…

16 Reaping The Benefits – Quote to Cash Sales  Increased accuracy of standard search functionality  Reduced Quote Administration time by 5 – 10 minutes per quote for major enterprise and channel partner deals  Leverage 360 degree view of customer relationships and transactions – Sales Online Order Management  Reduced redundant updates to orders (15% occurrence)  Significantly reduced billing issues due to multiple bill to addresses and accounts  Streamlined queries and reporting Invoicing & Cash Collections  Minimized manual invoice requirements to provided unified front to customer  Ease of Cash application (1 account versus multiple) Support Sales and Install Base  Reduce manual IB and support contract moves associated with duplicate / non install base record id’s and locations

17 Questions & Answers