COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. BUSINESS CONTACT STANDARD EDITION TURN CUSTOMER CONTACT INTO A COMPETITIVE ADVANTAGE !

COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED. WHAT YOUR CUSTOMERS EXPECT FROM SERVICES ORGANIZATIONS TODAY  Direct, personalized interactions with service providers  Accurate counseling  Availability anytime, anywhere

COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 3 THE VICIOUS CIRCLE OF INACCURATE CONTACT Customer frustration and loyalty loss The employee taking the call doesn’t have the right skills Call is routed to an employee who doesn’t know the customer history The expert who can answer the question is not available Call forwarded to Contact center directly CONSEQUENCES: 20% or even more of customer calls are unsuccessful or interrupted All customer trace is lost Customer frustration Lost customers Transaction loss

COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 4 FINANCIAL CONSEQUENCES OF LOSING CUSTOMER CALLS 10 LOST CALLS PER BRANCH PER DAY = 4 MILLION € LOSS PER YEAR FOR A BANK GARTNER How many customers are you losing because of inaccurate contact ?

BUSINESS CONTACT STANDARD EDITION IS AN INTELLIGENT AND PACKAGED BUSINESS CALL ROUTING PLATFORM FOR BRANCH OFFICES, USING STANDARD TELEPHONY

COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED. ENABLE BUSINESS GROWTH BUILD A LONG LASTING CUSTOMER RELATIONSHIP Create an organization-wide direct touch strategy through intelligent routing: Offer the right connection with the requested profile Have a unified welcome across all branches Eliminate lost customer calls While keeping the customer up-to-date with the call progress DIRECT CONTACT WITH THE PREFERRED ADVISOR … … OR THE NEXT BEST SUITED PERSON

COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 7 KEEP COSTS UNDER CONTROL LEVERAGE YOUR EXISTING PLATFORM Packaged, ready-to-use solution, provides you with autonomy and cost control: Simplified administration Predictable costs Centralized performance measurement Fits perfectly in your existing Alcatel-Lucent IP architectures

COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 8 STAY REACTIVE TO CHANGE THROUGH A FLEXIBLE AND ADAPTABLE SOLUTION Business Contact Standard Edition evolves with your business : Flexible : Simple yet powerful strategies are easily configurable to adjust to your business Adaptable : Customizable to meet new challenges and needs

BUSINESS CONTACT STANDARD EDITION ROUTING PRINCIPLE Personal advisor busy Contact center Customer Business card Direct call Available specialists Voic Route to one or offer the choice: (depending on profile) Attendant Predefined employees Search for an available specialist (skills based) Predefined employee Final choice (e.g. attendant, Contact Center, Voice mailbox) 1 Customer calls his advisor Branch office Choose a similar profile from : If all profiles are busy …

COPYRIGHT © 2012 ALCATEL-LUCENT ENTERPRISE. ALL RIGHTS RESERVED. 10 SUCCESS STORY: BUSINESS CONTACT  Decrease the lost incoming calls rates in branches  Improve client satisfaction by eliminating general telephony reception services and providing them with the best path and choices to reach the best advisor  Offer long absence information to calling customers and routing to the best next available advisor  Increase the number of client contacts CHALLENGES  Alcatel-Lucent OmniPCX Enterprise  Alcatel-Lucent Business Contact PRODUCTS & SOLUTIONS  100% calls answered  Managed more calls without increasing branch resources  Unify functionality, ergonomics and service levels in all branches  Track advisors’ customer-relationship telephony activity  Centralize telephony management  Leverage the existing numbering plan  Fully integrate in the bank industrialization model and channels BUSINESS BENEFITS  Location: Europe  Industry: Banking & finance CUSTOMERS OVERVIEW HELPS SEVERAL REGIONAL BANKS REDUCE LOST CUSTOMER CALLS

COPYRIGHT © 2012 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED. FURTHER DOCUMENTATION, QUOTATIONS, CONTACTS FURTHER DOCUMENTATION: Download the Business Contact documentation on the Business Portal REQUEST A QUOTATION FOR BUSINESS CONTACT STANDARD EDITION AT: Alcatel-Lucent Professional Services BUSINESS REQUESTS: Contact your local Channel Sales Manager Or your local Services Business Developer: CENTRAL & NORTHERN EUROPE Leader : Christophe Ameline Germany: Bernard Hammerlindl CCSE: Mikaël Roué EUROPE AND SOUTH Leader: Claudio Iglesias France: Yoann Le Guernic Mediteranean Countries: Pasqualino Capitani CENTRAL & LATIN AMRICA Alexandre Dauber NORTH AMERICA: Rakesh Bajania ASIA PACIFIC Cédric Logeais MIDDLE EAST & AFRICA Driss El Malki

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