1. Contact Center ROI and a Mobile Workforce Why it works for Vegas.com

2. Agenda What Are We Seeing ROI Approaches Vegas.com Results

3. What Are We Seeing? Increased need to manage contacts more effectively Significant need to do more with less Gartner Priorities -- 2008 –How does contact center technology support overall business goals? –What are the best practices for implementing, operating, managing and sourcing contact centers?

4. What Are We Seeing? (cont.) Tools purchased may not be used or may not be utilized effectively Other tools may need to be implemented to increase productivity and/or reduce cost Business continuity continues to be a high priority and concern Workforce optimization is a key opportunity area for many organizations ROI studies can show significant justification

5. ROI Approaches – Deep Understanding Build a deeper understanding of your business Share “best practices” across the Contact Center Community How? –Better align your business strategy with sales, marketing, service and/or support processes –Review existing business communications approaches and how to improve and/or transform them to be more customer-friendly

6. ROI Approaches -- Types of Understanding Business level understanding – ROI analysis – Strategy/roadmap development – Alternate revenue opportunities – Cost savings opportunities Operations audits – Enterprise communications – Contact center Best practices training – Dialer – IVR – ACD –Operations

7. What we planned – ROI (Pre I3) Client Service Flexibility Current platform lacked capability to measure client activity across self- service and live service –Must manually gather client data for reporting –Must monitor multiple systems to adjust call routing to try to address service level issues Third-party IVR/routing lacked features/reporting No ability to handle email/web transactions or monitor/report on volumes/results by client Call recording quality issues (volume, agent tampering, etc.) No up front call screening, data gathering or screen pop implemented (can charge for this system time & saves on live talk time) Annual cost savings estimate = $249,086 Upside of $163,251 with business margin improvement from 12% to 17%

8. Planning – continued Call Routing Opportunities Carrier-based call queuing/routing incurs extra costs and complicates client reporting –Multiple call delivery attempts –Two separate platforms for call flows & queuing –Call routing delays and lack of dynamic call routing based on site resource availability Main savings from: simultaneous queuing, reduced call transfers. Annual $ impact estimate = $344,653

9. Planning – continued Call Blending Opportunities Calls cannot be easily blended between inbound/outbound or automatically balanced across call center locations Overstaffing and understaffing occurs frequently Main savings from: agent utilization improvement from 55% to 75% (36% overall improvement). Annual $ impact estimate = $1,082,466

10. Planning – continued Workforce Management Forecasting, scheduling and schedule adherence are manual processes or non-existent Call verification is “hit or miss” at times Call monitoring/verification requires more staff than expected due to lack of monitoring/control tools Main savings from: more accurate staffing to demand across inbound, outbound and cross-site call demands. Annual $ impact estimate = $307,870

11. Every month equals a lost opportunity of approx. $149,764 Year 1Year 2Year 3Year 4 Hardware, Software and Implementation Costs Initial System Cost $ (800,000) Annual maintenance $ (144,000) Savings and Additional Profit Potential with I3 Solution Client service flexibility $ 249,086 Telephony platform improvements $ 344,653 Call blending improvements $ 1,082,466 Workforce management improvements $ 307,870 Interest @ 8% (initial cost and yearly NPV carryover) $ (75,520) $ 77,164 $ 230,544 $ 396,193 Net Present Value $ 964,555 $ 2,881,794 $ 4,952,413 $ 7,188,681 Planning – continued ROI Summary Using Net Present Value

12. Overview Websites –VEGAS.com, LasVegas.com, Espanol.VEGAS.com, Mexico.com Contact center –24-7-365 –Supports VEGAS.com, LasVegas.com, Multiple Box-Offices, Retail locations, Mexico.com, and partners Retail –More than 70 locations Box offices –Systems, staffing and support – Rio, Wynn, Hoover Dam, Harrah’s, Flamingo, Imperial Palace, Hooters, Hilton, V-Theater Tours –Land tours of Grand Canyon, city, etc. Transportation –Limousines, Coaches, Monorail and Sedans

13. Communication Requirements Anytime/Anywhere/By any Means –Phone, Email, Web Chat, SMS, Fax High Availability –Redundant Servers (Hot Switchovers) No Phones –USB Headsets,.Net Client, Remote Capabilities Full Recording –Error Reduction, Quality Assurance IVR Flexibility –Change at anytime for any Reason with the Business in Charge

14. What is Important to our Business? Completely SIP and VoIP Single Administration Point “One Finger, One Hour” Scaleable…Based on Our Needs Return Communication Control to the Business Blend of Virtual agents and Traditional

15. Remote Workers…not what you think! Unique model Licenses travel with the agent Same phone client, no additional training Fill in the gaps/spikes System notifies agents when to log-on and off Agents set schedules VPN and system masking ensure security Overtime is not your enemy, turnover and inefficiency is 0% turnover in 27 months

16. Contact Center Products Used Interactive Intelligence CIC Recorder Efaq Web Chat Supervisor Workforce Optimizer Outlook Client Operator Console ~200 Users ~100 ACD Users All Agents are Optimized Several Business Users on Outlook Client Main Reception on Operator Console with Touch Screen 100% of Interactions Recorded Remote Laptop Connectivity

17. Organizational Benefits 347% Increase in Revenue per Agent 62% Reduction in Contact Center Staff Speed of Answer, Interaction Time, Abandon Rate all reduced Reporting and Metrics Staff Cut in Half 100% Reduction in QA staff 117% Increase in Interactions Handled 90% Reduction in Agent Errors Multiple new Sites/Business channels launched with no additional investment

18. Getting the Value KNOW YOUR STUFF! –Pick up the manuals, find out what others are doing, don’t wait to be spoon fed by your IT staff USE YOUR STUFF! –Return control of your business to the business, demand action surrounding functionality. All-in-One Contact Center solutions remove integration issues; Take advantage of the opportunity to get things done without the involvement of integrators.

19. Go find the Money! –It is not going to fall in your lap Reduces Turnover –Remove the Energy expend on difficulty and focus on the customer experience –Get the call to the right person at the right time Take on Additional Responsibility –Use the system as a document storage solution We saved $250,000 by not spending it –Answer calls for other departments We paid for our entire system in 3 months Maximize ROI

20. Questions Questions? Thank you!