1. ©2008 Interactive Intelligence Inc. The Evolution of Unified Communications: Practical Applications for today’s Enterprise Brad Herrington – Senior Manager Product Marketing

2. Interactive Intelligence Overview Founded 1994 Innovative, first-to-market approach –1st all-in-one platform for enterprise & contact center telephony –1st SIP-based IP contact center suite –1st all-software IP PBX Headquarters: Indianapolis, Indiana –Regional HQ offices: Irvine, California, Denver & Washington, D.C. –Offices throughout EMEA, A/ Pac 600+ employees Annual revenues more than $109 million… and growing! –20% annually in R&D

3. Solutions Provided Worldwide 3,000+ customer organizations in virtually every industry 300 VARs globally, including EMEA and the Asia-Pacific Product installations in nearly 80 countries –Offered in all major European and Asian languages

4. Today's Topic “A walkthrough of how far Unified Communications has come over the last few years and where it is going in the future”

5. ©2008 Interactive Intelligence Inc. Early Stage of Unifying Communications

6. Unifying the Call Center - 1999

7. Call Center Applications ACD Multimedia queuing Skills-based routing PBX/ IP PBX IVR –Intelligent speech recognition Voice mail / unified messaging –Interaction Mobile Office Fax server –Desktop faxing Web server gateway CTI gateway Client Software Phone Client integrations for the Microsoft environments “Thin” clients Screen Pop CRM Integrations Recording Calls Web Chats Screens Presence Management Reporting Supervision Real-time monitoring Join and Coach

9. CIC

11. Single Point of Administration Point Solutions ACDIVR E-mail Routing Quality Monitoring Predictive Dialing FaxWeb Speech Reco Screen Pop Analytics Customer Interaction Center® (CIC) Administration ACDIVR E-mail Routing Quality Monitoring Administration

12. CIC Screen Recording Call Center Supervision Real-time Charts, Stats & Alerts Agent Monitor & Coach Multimedia Recording/ Scoring

13. CIC Cradle-to-Grave Event Tracking Call answered 11:03:00 IVR 11:03:01 Placed in queue A 11:03:45 Connected to agent 33 11:04:05 Transferred to queue B 11:04:31 Connected to agent 44 11:05:15 Call disconnected 11:05:55

14. Customizable Unified Application Suite E-mail servers –Exchange –Notes –GroupWise, etc. Databases –SQL Server –Oracle –DB/2, etc. Mainframes CRM/ ERP –SAP –Siebel –PeopleSoft ® –Microsoft, etc. Interaction Designer ® … single design environment for integration/ customization

15. ©2008 Interactive Intelligence Inc. UC – And the adoption of SIP

16. Phase 1 Topology – Apps Consolidation at HQ PBX Common dial plan ACD/universal queuing IVR Screen Pop Unified Messaging Presence management Call recording Desktop FAX & FAXback Still key systems at branches

17. Phase 2 IP Telephony/Branch Office Consolidation l Multi-site consolidation l Common features for all locations l Extend call center to branch offices l Still supports remote workers

18. Phase 3 Topology – Enterprise Rollout l Fault tolerant design l Reused backup server hardware l Moved training center to branch office (built-in DR seats)

19. Remote/Home User - TDM Voice from Caller Data Voice to Agent

20. Remote/Home User - SIP Voice from Caller Data and Voice

21. ©2008 Interactive Intelligence Inc. UC – Extending Outside of Telecom

22. Public Viewpoint If you Googled “Unified Communications” last year you would come back with 2.3 million hits. If you Google “Unified Communications” today you would come back with 1.4 million hits. First pages includes: Nortel Dialogic Avaya Alcatel/Genesys Cisco Microsoft Gartner/TMC/NetWorkWorld

23. Analyst View of Unified Communications Siemens Nortel Interactive Intelligence PolycomMicrosoft IBM Cisc UC Vendors

24. Incoming Communications Customers User Communities Co-Workers –Choose their method of interacting with the organization What are you wearing? Chat/IM Email Speech Call / IVR Fax

25. Voice Mail Faxes Text Chat Recordings Text Chat Recordings Call Recordings Call Recordings Unified Messaging

26. Presence Management

27. Desktop Communications Suite Call Controls: Within your OUTLOOK Client Status Manager Easily Set User-defined Call Rules Toast Pops for Incoming Calls

28. CTI – Enterprise Screen Pops Great Plains –Accounting MS CRM –Sales –Service Outlook –Anyone Customer Records MS CRM

29. CIC CTI – Enterprise Reporting Call answered 11:03:00 Auto Attendant 11:03:01 Placed in queue A 11:03:45 Connected to Bob 33 11:04:05 Transferred to Susan 11:04:31 Connected to Susan 44 11:05:15 Call disconnected 11:05:55 Bob’s House Susan’s Remote Office Corp Office

30. ©2008 Interactive Intelligence Inc. The next phase of Unified Communications

31. Speech Recognition Today Speech enabled directories “Speak the name of employee….” Speech IVR’s “Press or say 1….” Message Management “Play new emails…” Full speech enabled applications (Address changes, 411)

32. Speech Analytics OK CALM

33. Speech Analytics CALM

34. Speech Analytics SELL!

35. Advantages of Speech Analytics Take actions during a call Keyword matching (Cancel!, Hello-Hello…) Security / Threat Assessments Drive agent screens based on speech patterns

36. Communications in Process Automation Assembly Line Base Skeleton Finished Product

37. Communications in Process Automation Process (Work) Flow Work Item Completed Work

38. Communications in Process Automation Process (Work) Flow Work Item Completed Work

39. Communications in Process Automation Process (Work) Flow XML Object XML Database

40. Within the context of BPA, UC has relevance and hard ROI Presence becomes more than just “which of my friends are free to chat?” It indicates availability for the assignment of real work in a business process. Call center-style queuing and routing becomes essential for predictably performing important steps in a work flow. Recording moves from quality assurance to compliance in critical processes, including voice calls and computer screens. Real-time supervisory monitoring goes beyond coaching agents to providing visibility into the functions that make a business tick. VoIP provides complete location-independence, allowing employees to participate in businesses processes from anywhere in the world.

41. The business desktop goes from… an interface that is more like a consumer toy

42. to something that lets real work get done

43. ©2008 Interactive Intelligence Inc. Summary

44. Why is UC now so hot? Pundits have been proclaiming this as “The Year of Unified Communications” for close to a decade VoIP and SIP have created a broader significance for unified communications Microsoft’s entry has caused everyone to sit up and take notice Unified Communications is just the latest term to be taken over by marketers to the point that it no longer has any meaning (joining “artificial intelligence”, “client/server”, “Web 2.0”, and a whole host of others)

45. The Communications Value Stack Single Network (Convergence) IP PBX Unified Communications Interaction Management Process Automation The Business

46. PBXACDIVRVMDialerRecorderWFMFax Some Vendors Viewpoint

47. “Vendors must adhere and embrace open standards or UC will fail” Single “All-in-One" Platform –Single point of management for simplified administration/maintenance –Fewer “boxes” for lower costs –Flexible deployment: works as PBX/IP PBX or with existing PBX/IP PBX Standards-based, All-software Architecture –Incorporates open standards such as SIP throughout -- no proprietary SIP extensions for vendor “lock-in” –Runs on commodity servers without special boards or hardware –Can incrementally scale up or down –GUI designer tool for customization and business process integration Inherit Multi-channel Processing & Blending –Business rules can be applied across media types for improved customer service –Blending doesn’t require separate servers or integration –True end-to-end report/tracking across media types for improved quality assurance

48. FaxWFMRecorder Dialer VM IVRACD PBX A Comprehensive, All-in-one Suite

49. Phone Calls E-mails Web Chats Customer Interactions: ININ’s Unique Approach Makes multi-channel interactions affordable across all contact points One platform – reduces complexity Modular and expandable Pre-integrated with other third-party apps CIC ERPCRMSFA Business Process Automation Marketing Sales Product Support

50. ©2008 Interactive Intelligence Inc. The Evolution of Unified Communications: Practical Applications for today’s Enterprise For more information: WWW.ININ.COM