Nortel Confidential Information BUSINESS MADE SIMPLE Planning for the Future Frederic Frizzarin Nortel Multimedia Applications Tuesday 9 th October 2007

Industry at Historic Inflection Point

Hyperconnectivity Hyperconnectivity is a trend in which anything that can be connected to the network, will be connected, encompassing person-to- person communication, person-to-machine and machine-to-machine Nortel’s philosophy of Business Made Simple holds more meaning than ever

Hyperconnectivity SOA/ Web Services Network-Engaged Applications Applications-aware networks “True” Broadband Communications Enabled Applications

Contact Centre Market Trends Competitive differential is driven by providing greater effectiveness and ubiquitous access, at a lower cost Faster Increase the Speed of Business Transactions Simpler Communicate and Collaborate effortlessly Cost effectively Save with simplified application delivery and management Today’s environment is too complex Too many vendor products Integration is difficult Consolidation and Virtualisation

Mega-trend: Communication Enabled Applications Applications are to be intelligent and fully featured, regardless of the interface used to access them Communications experience is part of the total applications experience Disruption The traditional Communications ecosystem is merging with the IT ecosystem creating richer, more productive, results Evidence Online gaming merging with voice communications “Click to Connect” web pages Internet dependent television like TiVo, and MediaCenter PC Contact Centre Market Trends

Customers are everywhere Agents are anywhere Voice IM Fax Video Chat SMS Web Communication devices abound Customer Contact is Changing

Offer “First Contact Resolution” Open up new channels of communication and collaboration with your customers Integrate voice, video, Instant Messaging, web collaboration and speech Offer advanced mobile 3G/4G services Provide video kiosks Make hold time productive with new media services Deliver dynamic, seamless, secure self- service capabilities enhanced with personal touches How to Stand out in the Crowd……..

Agents need real-time access to subject matter experts to resolve customer issues The experts could be located anywhere; not necessarily within earshot of the agent Agents don’t know which experts are available to help them at any particular time Agents may be put on hold, reach voice mail, or have to send an to the expert Agent gets frustrated and wastes valuable time looking for an answer Result = Customer dissatisfaction What are the obstacles today?

What is SIP? Session Initiation Protocol (SIP) is a media agnostic Internet Engineering Task Force (IETF) open standard protocol for initiating an interactive user session that involves multimedia elements such as video, voice, chat, gaming, and instant messaging SIP unifies your contact details into a single address such as: Significantly, SIP delivers Presence

Allows your whole Enterprise to be your Contact Centre Allows agents to collaborate with experts in real-time Increases First Contact Resolution Increases Customer Satisfaction Minimises agent frustration Allows agents to learn on the job Maximises agent productivity How does SIP help?

Nortel UC Contact Centre Vision Direction: Deliver full Multimedia Nortel SIP enabled Contact Centre experience (Inbound/Outbound voice, IM, and video) through a single client leveraging Nortel Contact Center and Microsoft OCS or MCS 5100 Key Values: Real time, multi-modal Contact Centre enabling new customer touch points (IM, Web-Chat, video, etc.) Leverages presence and Collaboration to improve first time contact resolution: Improves efficiency of communication between agents, supervisors, and subject matter experts Deliver differentiation by extending to customers Deliver Nortel Contact Center integrated with unified agent experience 'Remove' the Centre from Contact Centre

Agent can conference the expert in, or respond to the customer directly “Expert Anywhere” – Agent Experience Telephony Toolbar Agent can call, IM, , share screens with the expert List of Experts with their status Converged Multimedia PC Client

Cross sell and up-sell opportunities for Enterprises Flexible deployment: software package and PBX agnostic UC solution Unified reporting of customer and agent activity Single unified client for IM, Presence and Contact Centre Improved serviceability and efficiency through improved time to resolution Nortel Multimedia Contact Center + OCS 2007 Transforming Unified Communications

Agent not Logged In Agent Logs-In but 'Not Ready' Agent goes 'Ready' Leverage Presence Agent PC Expert or Customer PC

Multimedia - Instant Messaging Customer PC Agent PC Customer requests IM help from the Contact Centre IM Contact presented to Agent

Multimedia - Instant Messaging Customer PC Agent PC Agent accepts and receives IM

Multimedia - Instant Messaging Customer PC Agent PC Agent responds with IM

Multimedia - Instant Messaging Customer PC Agent PC Customer requests direction to Web page

Multimedia - Instant Messaging Customer PC Agent PC Agent pushes Web page details to Customer Customer requests further discussion

Multimedia - Instant Messaging Customer PC Agent PC Agent suggests "Click to Call" or Video request Customer requests Video connection

Multimedia - Instant Messaging Customer PC Agent PC Voice, Video, Web and IM session established Conversation continues - either party can close

Quicker resolution in multi-tiered Contact Centres Ability to offer differentiated services – e.g. in banking Video Contact Centres for 3G mobile operators Video push Video streaming Video Kiosk Contact Centres Finance, travel and transportation industries Benefit of live visual identification Make any “Hold” time productive Opens up new contact methods – e.g. TV Press the Red Button to access the Contact Centre SIP Examples in the Contact Centre Nortel is the market leader in Streaming latest Offers from…

Service Creation Environment 2.0 Graphical desktop development tool that leverages the open- source Eclipse IDE. Unification of Nortel Contact Center and Self-Service application tools Unified look and feel Common practises across Contact Center and IVR (VXML) applications Full parity (and significant extensions) with CCMA Scripting Import of existing CCMS scripts for modification and deployment Speed your development time using our drag and drop dialog editor Develop portable grammars using our drag and drop grammar editor. Test your application from your desktop. Set break points, modify variables and step thru your VoiceXML pages.

Service Creation Environment 2.0

SOA Example Hotel Booking Weather Forecast Location Instant Messaging Route Calculation Billing Consumer Book it Well Service Configuration

Service-Oriented Architecture (SOA) is a business process architecture based on: providers making their services (“capabilities”) independently available providers advertising the services they provide consumers (computers) finding the providers that provide the services they seek, often without pre-arrangement consumers contacting the providers to invoke the service consumers sequencing the invocation of services to support a work flow or business practice Using a SOA should result in: loose coupling of consumers and providers fast and cheap service deployment significant re-use of components technology agnosticism high scalability (“Internet-scale”) What Is SOA?

IT Friendly: Software Delivery Model Open Web Services: SOA Switch Independent Applications Deliver Unified Customer Experience Nortel Customer Contact Solutions Nortel Customer Contact Direction