IP Breathes New Life into Virtual Call Center May 2005

IP Breathes New Life into the Virtual Call Center Mark Lepko VP, the Americas CosmoCom May 2005

A Vision All Call Centers will be IP and Multimedia Technology will be delivered as Service VOIP for Call Centers is a disruptive innovation that will create hyper-growth and enormous return on investment.

Signs of the Tornado VOIP has entered the mainstreamVOIP has entered the mainstream IP is accepted as an effective means to build SP applications, Virtual Call Center, UnityIP is accepted as an effective means to build SP applications, Virtual Call Center, Unity Managed services and On-Demand are taking offManaged services and On-Demand are taking off Globalization is creating new requirementsGlobalization is creating new requirements IP Centrex is taking off, and Call Center is a requirementIP Centrex is taking off, and Call Center is a requirement Multimedia & especially Video is hotMultimedia & especially Video is hot Telecom Capex is available for IP solutionsTelecom Capex is available for IP solutions Several SPs are very successful, and many are committing significant resourcesSeveral SPs are very successful, and many are committing significant resources Corporate Self-Hosting is happeningCorporate Self-Hosting is happening

Hosted Contact Center Services New offers from Telcos and other Service Providers Unified Next Generation Contact Center Products Premises Equipment Traditional “Integrated” Products CTI Products % of New Contact Center Seats Time Source: Gartner You Are Here Contact Center Evolution

The IP Advantage Inherently Virtual & Hostable IP Interoperability Unity o Major Functions o Contact Channels o Agent Locations IT Integratability

IP = Hostable = Virtual Agent Location Independence is the fundamental enabler of the virtual contact center model and the hosted model Impacts SPs and self-hosting enterprises SP is one convenient route to Virtual Trend opens up many other benefits of IP

Hostability Quadrant Software Development Effort Hosted Deployment Efficiency Single Instance Multi- Instance Multi- Tenant The place to be

Not Virtual Separate Centers/Systems Inefficient Admin DNIS Routing Transfer Limitations Little or No Screen-Pop No Visibility into Outsourcers Complex, Rigid

Virtual One Virtual Center Efficient Central Admin Intelligent Routing Seamless Transfers Screen-Pop Everywhere Full Visibility into Outsourcers Elegant, Flexible

IP Interoperability Requirements SIP and H.323 Deeply Supported Works with All Standard Media Gateways All standard voice codecs All standard video codecs Built-in SIP/H.323 Softphone SIP/H.323 External Phone Support Certified with Major Providers o Gateways o Softswitches o VOIP Handoff Networks (T1 / E1  IP) o IP Centrex

VOIP Integrations

Unity is Beautiful “Integrated” Unified

IT Integratability Checklist Highly Customizable with Built-in Scripting Tools Open, Supported APIs CRM, WFM, Agent Scripting Integration o Days  Hours o Weeks & Months  Days XML-based Integration Subsystem for Event Stream CTI Requirements XML-based Web Services for Self-Service

The IP Advantage Inherently Virtual & Hostable IP Interoperability Unity o Major Functions o Contact Channels o Agent Locations IT Integratability

Thank You Mark Lepko VP, the Americas CosmoCom