1. © Copyright 2004 Frost & Sullivan. All Rights Reserved. World Outbound Dialing Market Software-based Outbound Dialing Systems Are Gaining Significant Momentum in Small and Medium-Sized Businesses Telecom Group “Growing use of outbound dialing for proactive customer care campaigns expands the outbound dialing market.”

2. © Copyright 2004 Frost & Sullivan. All Rights Reserved. Industry Trends Integration of the outbound dialing function into a comprehensive CRM strategy expands the market The demand for a unified solution is compelling vendors to bundle outbound dialing capabilities along with other contact center technologies The low price of the software dialer and its capability to integrate seamlessly with other call center technologies drives market growth in small and medium business segment The passage of national “Do-Not-Call” (DNC) list impacts the overall revenue from the telemarketing sector of the outbound dialing market

3. © Copyright 2004 Frost & Sullivan. All Rights Reserved. Key Features Frost & Sullivan Provides: Detailed insights into recent developments and trends with special coverage on the national “Do-Not-Call” list Drivers and restraints Market sizing and competitive analysis Market forecasts and opportunity analysis

4. © Copyright 2004 Frost & Sullivan. All Rights Reserved. What We Offer Coverage: North America, Europe, Asia and Latin America Proven methodology encompassing extensive primary and secondary data and research Focused information and strategies that cover business and technology issues Credible data and analysis highlighting industry dynamics

5. © Copyright 2004 Frost & Sullivan. All Rights Reserved. Who Will Benefit? Current Market Participants Find out how you compare to the competition Assess current and future drivers and restraints Determine and exploit market share opportunities New Entrants Analyze challenges associated with the industry Calculate time scales for strategy implementation Position yourself to capitalize on the market’s unmet needs Investment Community Analyze long-term strategies of outbound dialing companies Determine which participants will outperform the competition Assess attractiveness of investing in the outbound dialing markets

6. © Copyright 2004 Frost & Sullivan. All Rights Reserved. What’s Included World outbound dialing market study The national "Do-Not-Call" legislation and its impact on the call center agent positions in the United States

7. © Copyright 2004 Frost & Sullivan. All Rights Reserved. Avaya, Inc. Concerto Software Divine, Inc. Genesys Telecommunications Laboratories, Inc. Key Market Participants

8. © Copyright 2004 Frost & Sullivan. All Rights Reserved.  Call toll free: 877 GO FROST (877.463.7876)  Fax toll free: 888.690.3329  E-mail: myfrost@frost.com  Visit: www.frost.com For More Information