The Evolving Contact Center Protecting Your Organization’s Investments While Driving IP-Enabled Efficiencies into the Future Hollie Moran Sr. Product Marketing Manager Aspect Communications

Goals & Message Goals o Educate You on the Benefits of IP Telephony o Understand How You Can Leverage your Existing Investments Message o The Time to Begin Taking Action is Now o Go Slow, Migrate Carefully

Where IP Telephony Stands Today Grown Rapidly Over the Past 5 Years No Longer an Infant Industry Moving Toward Clear Standards o SIP – Session Initiation Protocol o VXML – Voice XML Still Not Where PSTN Is o PSTN has 127 Years of Testing Under It’s Belt! o IP Telephony Has Made GREAT Strides in 5-10 Years Moving Towards Feature / Function Parity Moving Toward % Reliability Promise of New Features / Functions and Advanced Services

Adoption of VoIP Analysts indicate IP is viable and growing: Growth in overall VoIP o Over the next five years, analysts expect significant growth in the number of IP-architected call centers, with all new switches sold in 10 years to be IP switches Demand for hybrid VoIP add-ons o Enterprise call centers will migrate to IP slowly ( ), due to reluctance to add risk to customer-facing activities o Large call centers are more likely to demand VoIP remote agents and hybrid solutions to protect existing investments Demand for continued support of PSTN switches o Enterprises, especially large enterprises, will require continued support and add-ons for their PSTN switches Sources: Frost, Yankee Group, Datamonitor, Giga

Current Risks of IP Telephony Reliability o Networks, phones o Newness of equipment Interoperability concerns Lack of people to plan, design, implement and manage VoIP Overlooking the Impact of Voice On Your Network

Benefits of IP Telephony Operational Simplification o Single Network o Consolidated Application o Call Center, IVR, CTI, PBX o Common Reporting o Common Management & Administration Globalization o Add Agent / Branches Anywhere Lower Costs o Moves, Adds & Changes o Network costs (T1’s, toll charges) Ease of Integration o Easier to deploy new integrated applications

The Benefits Are Not All Or Nothing Common Misbelief That Your Choices Are PSTN or IP Based Solutions Only Hybrid Solutions o PSTN Based Solutions o Voice Over IP Capabilities o Yield Some of the Benefits o Few of the Risks Protects Current Investment Better Reliability Much of Investment You Make Is Not Thrown Away Benefits Now Outweigh the Risks

Today’s Telephony Architecture PSTN ACD IVR Agent Desktop CTI Remote Shelf Ethernet

IP Benefits With Traditional ACD Customer Issues Addressed o Remote Agents / Branches o Globalization o Virtual Call Center Benefits o Leverages Current Investment o Low Cost Solution o Quick Implementation Time o Same Reporting o Same Business Rules o Reduces Tie Line/ Network Costs Ethernet Traditional ACD Agent Desktop Agent Data

Advanced Communication Application Platform Customer Issues Addressed o Integrated Applications o Remote Agents/Branches o Globalization o Virtual Contact Center Benefits o Single System to Maintain & Administer o Provides Migration Path o Enterprise Communication Solution Advanced Communication Application Platform Ethernet IP-PBX Agent Desktop Agent Advanced Speech Web Server VXML Server WAN PSTN

Simplify the Migration to Voice Over IP Customer Issues Addressed o Leverage traditional ACD o Seamless Migration Plan o Operational Implementation o Minimize Risk o Reporting Consistency o Customer Service Consistency Benefits o Migrate Over Time – Mitigate Risk o Ensures Operational Effectiveness o Investment Protection Platform for Now & the Future Traditional ACD Ethernet IP-PBX Agent Desktop Agent Advanced Speech VXML Server IP PSTN Agent Desktop Agent Data Ethernet VXML Server Advanced Communication Application Platform

Advanced IP ACD Switching Customer Issues Addressed o Purchase a Stand-Alone IP-ACD o No Need to Integrate to IP-PBX o Single Vendor Solution Benefits o ‘Turnkey Solution’ o Rapid Implementation o Minimal Integration o Vendor Management Simplification Ethernet IP ACD Agent Desktop Agent Advanced Speech Web Server IP PSTN Ethernet Agent Desktop Agent Advanced Communication Application Platform

Case Study

Goodyear Dunlop Tires Makers of European performance tires for over 100 years Drivers for “Hybrid” IP Agents o Growth in contact center o Wanted to leverage existing switch and infrastructure Solution Implemented o 18 IP agents at remote site, on Citrix client & soft phones o Taking an average of more than 1,000 calls per day via VoIP Benefits o Able to consolidate ACD’s o Telephony and facilities cost reduction o Flexibility of agent deployment Future Plans o All contact center agents on IP o at home agents on IP

Goodyear Dunlop Tires “ We evaluated VoIP in order to centralize the management and the administration of our Customer Interactive Centers. Aspect provided a solution that met our criteria. ” Norbert Hecking Manager Customer Interactive Center Goodyear Dunlop Tires

Opportunity To Gain With Little Risk Do a Benefits Assessment o Evaluate Your Operations o Suggestions & Recommendations Rapid ROI Call Center Solutions o Remote Agents o Remote Branches o Virtual Call Center Create the Business Case Develop and Show an ROI IP Telephony Is Not About the Technology, It’s About Providing Value to the Business

Grab the Low Hanging Fruit ! There’s a Lot You Can Do Right Now With the Equipment You Have! Extends Your Current Investment Minimal Risk Allows You to Test Your IP Network

Those Prepared to Go “Pure IP” Focus on Your Migration Strategy More Than Just A Technology Replacement o People (agent training, supervisor training) o Processes (new business logic) o Data (reporting) o Integrations During the Transition - How Will You Maintain Current Operations o Reporting o Work Force Management o Business Rules / Logic

The Benefits of IP Telephony Now Outweigh The Risks There Are Clear ROI Benefits o Have Someone Come In to do a Benefits Assessment o Dollarize the ROI Benefits! Grab the Low Hanging Fruit Prepare Carefully For the Migration to Pure IP Go for the Brass Ring Summary