© 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 © 2010 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 1 1 C © 2012 Cisco and/or its affiliates. All rights reserved. Eric van Sommeren Regional Sales Manager Customer Collaboration Sales

Cisco Confidential 2 C © 2012 Cisco and/or its affiliates. All rights reserved. Three Waves of Customer Interaction Breaking the barriers of your Contact Center Customer Collaboration differentiates your company Proof points of Success

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 3 “Customer interaction is entering it’s third wave and this time it’s all about the experience.” John Chambers CEO Cisco Wave 2: Relationship Wave 1: Cost Wave 3: Experience

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 4 from a Place to a System to an Enterprise Service CostRelationshipExperience Operations+Marketing +Branch +Retail +Value Chain Average Hold Time Average Speed to Answer Occupancy Cost per call Wallet Share Customer Satisfaction Closure Rates Lead Conversion Net Promoter Score First Contact Resolution Cycle Time STRATEGY MANAGEMENT MODEL METRICS ROI

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 5 Intelligent routing Computer telephony integration (CTI) Integrated customer analytics Customer relationship management (CRM) Portals Relationship Call centers 800 service Schedule and forecasting Interactive voice response (IVR) CloudVirtual servers/desktopsReporting Workforce optimization (WFO) Analytics Cost Social mining Social CRM integration Proactive contact CrowdsourcingVideo Experience 1980s 1990s 2000s 2010+

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 6 Collaboration Services Infrastructure Services CTI IVR Multi Channel WFO ACD CTI IVRWFO Multi Channel Application Layer Routing Agent Selection IB/OB Voice Video CTI Recording Session Mgmt Voice Portal Gateways Security Borderless Networking Borderless Networking QoS CRM Social Mobile BPM WFO Web Dynamically Networked Walled Garden Distributed Big Iron Appliances Distributed Systems Applications and Platforms

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 7 Yesterday’s solutions aren’t enough. Customers want to be taken care of... at any time, in any location, and on any device.

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 8 Virtual experts and branch/retail kiosks Smartphone will significantly impact Customer Care Contact Center shared services models, Cloud, Server and desktop virtualization economics Brand protection, lead generation and customer service Mobile Visual Social Virtual

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 9 MOBILITYSMARTPHONES MOBILE VIDEO 80% of people in the world own a mobile phone 40% of US mobile phones are smartphones 56% of smartphone users watch videos \\ 30% of mobile users live in India or China Two thirds of users own a smartphone 71% of the world’s mobile data traffic will be video in 2016

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential % of computing devices are smartphones or tablets 73% of enterprise workers are mobile 80% of businesses support their workforce with tablets

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 11 Business-to-business marketers are spending millions of dollars annually on social- marketing programs, though nearly 30% are not tracking the impact of social-media programs on lead generation and sales. 70% of businesses ignore complaints on Twitter70% of businesses ignore complaints on Twitter 83% of people who complained on Twitter liked or loved a response by the company83% of people who complained on Twitter liked or loved a response by the company

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 12 Across any Device, any Channel and any Branch Life-like, in-person video collaboration Remote Expert/Kiosk 3G/4G/WiFi Access Mobile Phone Browser-based applications Internet Browser Commonly used clients IM Client Video broadcast to desktop PCs On Demand

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 13 Flexibility and Business Continuity Data Security Total Cost of Ownership Fragmented Solution Set Return on Investment Desktop Virtualization Drivers Desktop Virtualization Challenges Maintaining High Quality for Video, Voice Experience

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 14 Combining Traditional Tools with the Power of the Future

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 15 Productive and accessible mobile workers Effective virtual teams Interactive and engaged employees Strategically aligned organization Flexible and innovative working options Satisfied and loyal customers New and innovative IT models ProductivityInnovationGrowth

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 16

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 17 Technology Imperatives Cisco Solution Sets Site virtualization Cisco ® Unified CCE and CCX, Unified Mobile Agent Desktop/server virtualization Cisco VXI, Cisco UCS ® SIP trunking Cisco Unified Border Element/Unified SIP Proxy Cradle to grave reporting Cisco Unified Intelligence Center Intelligent routing/universal queue/channel integrationCisco Unified CCE, CCX Web/IVR integrationCisco Customer Voice Portal Universal view of customer, cradle to grave reportingCisco Unified Intelligence Center Social CRM Cisco SocialMiner ™, Finesse ™ Desktop Video Cisco Show and Share ®, TelePresence®, WebEx ® Proactive care SIP outbound dialer, collaboration-enabled business transformation (CEBT) Enterprise social/collaboration Cisco Webex Social, Finesse Desktop, WebEx

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 18 Navigate market transitions, such as social media, proactive care, and analyticsNavigate market transitions, such as social media, proactive care, and analytics Align with customer care business strategies: cost management, customer relationships, complete care experienceAlign with customer care business strategies: cost management, customer relationships, complete care experience Complement investments in Cisco’s collaboration portfolio for enhanced experiences and accelerated ROIComplement investments in Cisco’s collaboration portfolio for enhanced experiences and accelerated ROI

C © 2012 Cisco and/or its affiliates. All rights reserved. Cisco Confidential 19 Visit us and Experience Cisco Customer Collaboration

Thank you.