1. What is your Customer Effort? Lou Ann Jones Contact Center Specialist

2. So…. what is your Customer effort? How much effort did you personally have to put forth to handle a request?

3. Increasing Economic Pressures Changing Patterns of Customer Service Increasing Customer Expectations Today’s Customer Service and Sales Reality Increasing Competitive Pressures

4. 4 4 Truth 1: Demographics are Driving Change ‣ Social networking and viral information sharing bypass the contact center ‣ Instant gratification is an expectation not an option ‣ Personalization no matter what channel - know who I am ‣ Empowerment to self serve YOUR NEW customers have different expectations than traditional segment ??

5. Change in Communications Facebookover 500 million 3 rd largest in the World Facebook has over 500 million registered users. If it were a country, it would be the 3 rd largest in the World.

6. Truth 2: Interaction Preferences are Shifting Web Site Email F2F In Store Phone Overseas Call Center 77% FacebookAPPTwitterVideo Web FAQs Web Chat 72% 64% 59% 37% 53% 26% 20% 14% 11% 5% Source: The Autonomous Customer 2013

7. Consumers Are Driving Multichannel Adoption “I’ll text, IM, email, or chat. Please don’t make me call.” Voice calls aren’t for everyone

8. 8 Change is happening, and it’s changing the way your customer communicates

9. The Contact Center Now and Tomorrow Traditional Call Center Inbound Calls Outbound Calls Social Media Web Chat Email SMS Text Mobile Apps Self Service Smart Outbound Video Inbound Calls Contact Center

10. 10 MiCONTACT CENTER PORTFOLIO OVERVIEW Voice Documentation Outbound Business And Enterprise Self Service Voice, Email, Chat, Fax, Social Media MiContact Center

11. 11 INTERACTION LIFECYCLE 1 Choose Method of Contact 2 Identify Customer 3 Offer Self Service 4 Queue 5 Route to Agent 6 Interact 9 Modify 7 Follow-up 8 Measure Discover At Every Stage

12. MICONTACT CENTER 7.0 MULTIMEDIA WEB CHAT ENHANCEMENTS

13. MICONTACT CENTER 7.0 SOCIAL MEDIA INTEGRATION Social Media Monitoring Service Customer Web- based Management Database support@joe.com sales@joe.com Smedia@joe.com Mitel Multimedia Contact Center Support Queue Sales Queue Smedia Queue Support Agent 1 Support Agent N Sales Agent 1 Sales Agent N Smedia Agent 1 Smedia Agent N  Monitor corporate Facebook ® pages and LinkedIn ® sites  Report tweets that match filter conditions  Specify public email addresses where Facebook, LinkedIn, and Twitter ® posts are sent  Distribute social media posts to agents who can respond  Generate reports on social media posts handled by agents  Monitor corporate Facebook ® pages and LinkedIn ® sites  Report tweets that match filter conditions  Specify public email addresses where Facebook, LinkedIn, and Twitter ® posts are sent  Distribute social media posts to agents who can respond  Generate reports on social media posts handled by agents Blog/Forum/ RSS feeds

14. 14 REAL-TIME & REPORTING Example of new Unified Queue Group report

15. Forecasting 15

16. Lower your Customer Effort with Marco and Mitel Leverage technology to combat Economic Pressures Master the changing patterns of Customer Service Exceed Customer Expectations Strengthen Brand and Competitive Pressures

17. THANK YOU VISIT WWW.MITEL.COM FOR MORE INFO The information conveyed in this presentation, including oral comments and written materials, is confidential and proprietary to Mitel® and is intended solely for Mitel employees and members of Mitel’s reseller channel. If you are not a Mitel employee or a Mitel authorized PARTNER, you are not the intended recipient of this information and are not invited to the conference, and cannot participate in or listen to and/or view the presentation. Please delete or return any related material. Mitel will enforce its rights to protect its confidential and proprietary information, and failure to comply with the foregoing may result in legal action against you or your company.