Gary E. Barnett President and Chief Executive Officer Aspect Communications VoIP and the Future of Customer Care

Agenda Strong Forces Shaping the Industry Implications for the Contact Center Contact Centers in 2008 and Beyond Building Your Bridge to the Future

Agenda Strong Forces Shaping the Industry Implications for the Contact Center Contact Centers in 2008 and Beyond Building Your Bridge to the Future

Agenda Strong Forces Shaping the Industry Implications for the Contact Center Contact Centers in 2008 and Beyond Building Your Bridge to the Future

Agenda Strong Forces Shaping the Industry Implications for the Contact Center Contact Centers in 2008 and Beyond Building Your Bridge to the Future

Market Vision

Workforce Globalization Rising Customer Expectations Technology Convergence Rapid Pace of Technological Change Trends Customer Care

 Global and remote workforces  Agent Productivity  Distributed and Virtual Contact Centers  Intelligent Applications and Services  Increased efficiency, reduced infrastructure costs  Simplified Application and Business Rule Development  Consolidated Administration and Analytics  Enterprise Integration Technology Convergence Workforce Globalization Rapid Pace of Technological Change Rising Customer Expectations Implications to the Contact Center

Contact Centers Become Integral to the Enterprise Intelligent Enterprise Interactions Become Common VoIP and SIP (Session Initiation Protocol) Simplify and Enable New Applications Contact Center Functionality Extends into Enterprise The Changing Landscape 2008 and Beyond

Analyst Projections IP in the CC After the initial hype, IP is finally hitting the call center mainstream; by 2007 there will be over one million IP agent positions in operation and by 2008, IP ACD revenues will have overtaken traditional TDM revenues… Datamonitor: June 2004 SIP Adoption By year-end 2006, 50 percent of enterprise IP telephony and unified messaging systems will support SIP as an option (0.8 probability) Gartner: June 2003 Multimedia CC’s and UQ Of the surveyed companies, 82.4 percent reported that they support multiple media types in their contact centers. This indicates that multimedia contact centers (as opposed to telephony-only "call centers") have entered the mainstream. The large percentage of multimedia contact centers does not imply equal adoption levels of universal queue (UQ) systems (30.1 percent of contact centers report having UQ capability) Gartner: May 2004 Extended Enterprises By 2006, leading enterprises will be investing in contact center technology for all employees to help them measure, track and manage their own communications (0.7 probability) Gartner: March 2004 Workforce Globalization Demand for offshore call center outsourcing is growing and shifting east to countries across Europe and will also grow in the APAC region through 2007 Datamonitor: December 2003

From Contact Center to Interaction Management Center Data Enterprise Voice Communication Workforce Information Communication Workforce Information Enterprise Interactivity

On the Way to 2008 Mobile Comm Channels Advanced Contact Center VoIP Infrastructure Standards and Ubiquity Virtual Contact Center Extended Contact Center (Into Enterprise) Horizontal Extended Enterprise Interactions Horizontal Extended Enterprise Interactions

Architecture of the Future Your Contact Center Circa 2008 Interaction Services PBX, Voice, Directory, Authentication, IM, , Vmail, TTS, ASR, Record, Playback, Collaboration Interaction Services PBX, Voice, Directory, Authentication, IM, , Vmail, TTS, ASR, Record, Playback, Collaboration Communication Transport PSTN, IP, SMTP, SIP, etc. Communication Transport PSTN, IP, SMTP, SIP, etc. Interaction Management ACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management Interaction Management ACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management Relationship/Organization Management WFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc. Relationship/Organization Management WFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.

Architecture of the Future Your Contact Center Circa 2008 Communication Transport PSTN, IP, SMTP, SIP, etc. Communication Transport PSTN, IP, SMTP, SIP, etc. Interaction Services PBX, Voice, Directory, Authentication, IM, , Vmail, TTS, ASR, Record, Playback, Collaboration Interaction Services PBX, Voice, Directory, Authentication, IM, , Vmail, TTS, ASR, Record, Playback, Collaboration Interaction Management ACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management Interaction Management ACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management Relationship/Organization Management WFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc. Relationship/Organization Management WFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.

Architecture of the Future Your Contact Center Circa 2008 Interaction Services PBX, Voice, Directory, Authentication, IM, , Vmail, TTS, ASR, Record, Playback, Collaboration Interaction Services PBX, Voice, Directory, Authentication, IM, , Vmail, TTS, ASR, Record, Playback, Collaboration Communication Transport PSTN, IP, SMTP, SIP, etc. Communication Transport PSTN, IP, SMTP, SIP, etc. Interaction Management ACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management Interaction Management ACD, CTI, IVR, Self-Service Authorization, Business Rules, Presence, Find-me Follow-Me, Knowledge Management Relationship/Organization Management WFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc. Relationship/Organization Management WFM, Reporting, Analytics, QM/W, eLearning, CRM, Helpdesk, Campaign Management, Etc.

2008 A More Satisfying Customer Experience

Assess Your Readiness – Ask Yourself  How is globalization affecting your business? Pace?  What interaction methods will your customers expect?  Consider demographics and interaction preferences (e.g. voice, self-service, chat, )  Are you ready to support new interaction preferences?  How does your business assimilate new technology?  Is your IT and contact center alignment strong?  How technology savvy is your management?  To what extent does customer strategy drive your business?  How has your company adapted to rapid technological changes in the past?

Build Your Bridge to the Future Committed to Existing Products Success Bridge to the Future Call Center Solutions Workforce Management AnalyticsHybridMigration Path Services SupportNext Generation