© 2006 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialPresentation_ID 1 Laurent Philonenko, VP and General Manager Contact Center Business Unit, Cisco Systems Brett Shockley, CEO and President, Spanlink Communications The Transformational Power of Unified Communications

© 2006 Cisco Systems, Inc. All rights reserved. 2 © 2006 Spanlink Communications, Inc. All rights reserved. MusicTV Social Networking Blogs Gaming Our World Changing Experience

© 2006 Cisco Systems, Inc. All rights reserved. 3 © 2006 Spanlink Communications, Inc. All rights reserved. 5,000 Source: Synergy, Wainhouse, Datamonitor, Ovum, Cisco A Huge New Market: Unified Communications 0 10,000 Market Size ($M) 25,000 FY’03FY’04FY’05FY’06FY’07FY’08FY’09FY’10 30,000 35,000 20,000 Telephony Platform 15,000 Voice Collaboration Applications (Messaging, Customer Contact, Rich Media, Mobility)

© 2006 Cisco Systems, Inc. All rights reserved. 4 © 2006 Spanlink Communications, Inc. All rights reserved. Transformational Success Requires a Vision…  Understanding of the key business goals – not just telecommunication or IT goals.  Understanding what’s possible with technology.  Understanding the impact on people and process.  Understanding of the impact of transformation on business success – expense, revenue and shareholder value.

© 2006 Cisco Systems, Inc. All rights reserved. 5 © 2006 Spanlink Communications, Inc. All rights reserved. Technology Alignment to Business Strategy CEO/CFO/COO Sales Marketing Customer Service Customers Agents Supervisors SMEs Operations/IT CTO

© 2006 Cisco Systems, Inc. All rights reserved. 6 © 2006 Spanlink Communications, Inc. All rights reserved. <Isolated <Redundant <Complex <Expensive Agents & Supervisors Site 1 Customers Administrators VoIP Site 2 Site n The New Way? Agents & Supervisors Site 1 Administrators TDM The Old Way … Site 2 Site n Customers <What’s the Difference? <What’s Possible?

© 2006 Cisco Systems, Inc. All rights reserved. 7 © 2006 Spanlink Communications, Inc. All rights reserved. What’s Possible…No Silos Data Center 1 Data Center 2 Customer <Serve Customers Consistently <Eliminate Redundancy <Grow Revenue <Manage Efficiently <Virtual Resources & People Makes Business Transformation Possible! Contact Centers Agents & Supervisors Home Agent Corporate Campus Knowledge Workers Sales Branch Administrator Administrators

© 2006 Cisco Systems, Inc. All rights reserved. 8 © 2006 Spanlink Communications, Inc. All rights reserved. Allianz Life Expanded features from their TDM environment to achieve business goals leveraging IP Communications 25% Reduction in Management Overhead 16% Productivity Improvement in Call Handling State of Minnesota World class eGovernment services in a cost-effective, shared environment Hosted IP Contact Center and IP Communications $ Millions in OPEX savings Molina Healthcare Business velocity – rapidly scale their business at the speed of regulatory approval End-of-Life equipment, organizational silos Inconsistent call handling, no redundancy IP enables branded, quality service W.W. Grainger Increase sales through consistent world class service Customer Interaction Network with Market Routing Service levels increased by 9% overnight $ Millions in increased sales from increase customer touch and better service REAL Business Transformation City of New Orleans - Emergency Operations Center Devastated by Katrina Networks under-water 3 days to build 100 agent call center IP Communications makes it happen First American Corporation One Virtual Business Across 28,000 People… 9,000 People at Corporate, 8 regional call centers, Indian Call Center, 2,000 Title Offices New applications being implemented monthly Allianz Life Business goals to increase sales and service Empowered agents with Unified Communications Inbound/Outbound/Integrated Desktop 25% Reduction in Management Overhead 16% Productivity Improvement in Call Handling

© 2006 Cisco Systems, Inc. All rights reserved. 9 © 2006 Spanlink Communications, Inc. All rights reserved. The Evolution of … Unified Communication Unified Communications Productivity Rich-Media Applications Virtual Contact Center Optimize Evolution of Communications Business Value Connect Cost Reduction Improved Resiliency Reduced Transport Costs Ubiquitous IP Infrastructure Integrate Data, Video & Voice Convergence Simplified Infrastructure Management Moves, Adds and Changes Uniform Security & Authentication Innovate Collaboration & Transformation Business Transformation Strategic Applications Integration Video, Mobility & Presence Applications

© 2006 Cisco Systems, Inc. All rights reserved. 10 © 2006 Spanlink Communications, Inc. All rights reserved. Unified Communications Eliminates Application Silos – Process Presence Intelligence in the network Virtualization Any time, anywhere Rich Media Voice, video, and Web collaboration Speech Simple access to services Unified Communicator Unity Messaging Unified IP Contact Center IP Phones Service and Support Unified MeetingPlace Mobile Connect Unified Operations Mgr Unified CallManager Mobility Wired and wireless Policy & Preference Find me, follow me, hide me

© 2006 Cisco Systems, Inc. All rights reserved. 11 © 2006 Spanlink Communications, Inc. All rights reserved.

© 2006 Cisco Systems, Inc. All rights reserved. 12 © 2006 Spanlink Communications, Inc. All rights reserved. REAL Business Transformation FOOD DISTRIBUTOR 80% of orders come in via Call Centre Running multiple applications at the desktop – cumbersome process Unified desktop through web services – SOA framework 80% of callers identified upfront $2m/year asking customers for their address: saved Warehouse productivity: from $133m to $249m $6m saved by routing based on stock data / last agent, etc. $2m investment to change a business paid back several times in year 1

© 2006 Cisco Systems, Inc. All rights reserved. 13 © 2006 Spanlink Communications, Inc. All rights reserved. Transformation Starts With a Vision and Builds on Your Plan to Reach the Peak  Understand what is possible.  Drive decisions from the business level.  Be open to a change in business and technology architecture - as well as the roles of the people who support the process.  Build a plan and structure that supports business and operational goals.  Measure your success against your business goals.  Tell the world about your success!

© 2006 Cisco Systems, Inc. All rights reserved. 14 © 2006 Spanlink Communications, Inc. All rights reserved. Thank You! Questions?