2. Results from the Lab Contact Center 2008 Industry Study

3. 3 Overview Agent capabilities, including status and presence propagation Productivity enhancement tools Agent softphone capabilities Integration with UC and IP-telephony infrastructures Multimedia interactions (Web, chat, IM, SMS, video, email, etc.) Supervisor capabilities and features including productivity, involvement in agent calls (training, participating, recording) Contact interaction monitoring (real time and historical) System architecture, and more.

4. 4 Contact Center Evolution As enterprises and small-to-medium businesses are having to meet the new demands of their customers, Contact Centers are evolving to satisfy these needs

5. 5 What’s Changing Improved service in current channels (primarily voice and email) Alternate channels for communications including text messaging (SMS), on-line chat, and video Combinations of fully automated and semi-automated systems for inbound and outbound contact center applications Migration to SIP as legacy TDM-based systems approach end of life

6. 6 The Leading Vendors * * Considering 8 vendors evaluated

7. 7 The Vendors These vendors facilitate solutions to new industry demands and requirements by designing their products around SIP and IT-centric Service-oriented Architecture (SOA). Each of the product suites reviewed are based on features and functions that were demonstrated on production systems that are available today. Their products are scalable to meet the needs of contact centers of every size.

8. 8 Customer Satisfaction Metrics Primarily a measure of the customer experience which includes the customer communications experience Research shows this directly correlates with financial performance

9. 9 Solutions Figuring out ways to improve your customer’s phone and multi-media communications experience, including self- service with the right personal touch, can make all the difference. Parallel and converged evolution is occurring with computing and telecom platforms and applications. Communication and media servers and associated applications can now be implemented virtually without limitation to geographic placement.

10. 10 Solutions Organizations can: Pool technical and human resources throughout the enterprise Use ‘Presence’ information to reach personnel via preferred modes of communication based on an individual’s accessibility over multiple devices Improve overall user and customer experience with personalization and dynamic interactions or ‘treatments’ for better phone and synchronized web applications Facilitate efficient and effective collaboration throughout the organization Consolidate and extend application and management systems Reduce carrier costs Enable executives to readily automate business processes and facilitate corporate initiatives

11. 11 2008 IP Contact Center Industry Study AvayaAspectInteractive Intelligence SIP Communication ServerAvaya Communication Manager v5.0 Media Gateways and Servers such as S8700 series / S8300 (with G650 / G700 Media Gateways) Avaya SIP Enablement Server Digital Communication Processor (Private- label Asterisk PBX) or any 3rd party PBX Customer Interaction Center ® – CIC 3.0 Automatic Call Distributor (ACD) Voice-only Avaya Call Center software v5.0 – Component of Communication Manager v5.0 Component of Aspect ® Unified IP ™ 6.5.1 Component of CIC 3.0 Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Avaya Interaction Center including SIP Services v7.1 Contact Center Express Customer Interaction Express – for Mid- market contact centers Aspect Unified IP 6.5.1 Via license keys as needed: automatic call distribution (ACD); predictive dialing; Internet contact via email or chat Component of CIC 3.0 Interactive Voice Response (IVR)Avaya Voice Portal v4.0 Avaya Interactive Response Avaya Dialog Designer v4.0 Component of Aspect Unified IP 6.5.1Component of CIC 3.0 Computer-Telephony Integration (CTI)Component of Avaya Interaction Center including SIP Services v7.1 Avaya Contact Center Express Component of Aspect Unified IP 6.5.1 plus multi-vendor adapters Component of CIC 3.0 Reporting & AnalyticsAvaya IQ & Avaya Operational Analyst Component of Aspect Unified IP 6.5.1 via Unified Command and Control ™ – Reporting (formerly Aspect DataMart) Component of CIC 3.0

12. 12 AvayaAspectInteractive Intelligence Quality Monitoring & RecordingWitness ContactStore software-based recording solution Witness Quality for Communication Manager NICE call recording and quality monitoring solutions Verint call recording and quality monitoring solutions Component of Aspect Unified IP 6.5.1 Advanced capabilities: Aspect Quality Management (from PerformanceEdge Suite) Interaction Recorder ® Workforce ManagementAvaya Workforce Management / Blue Pumpkin (Witness) solutions Aspect eWorkforce Management 7.0 (from PerformanceEdge Suite) Workforce Management Interaction Optimizer ® Also Integration with: Blue Pumpkin IEX GMT Aspect eWFM and others Management Systems and OtherConverged Network Analyzer (CNA) Other Contact Center products Proactive Contact Avaya Proactive Contact Avaya Predictive Dialing System Other Avaya products: Unified Communications Full portfolio of messaging, conferencing, collaboration products Communications Enabled Business Processes Communications Process Manager Communications Event Manager Knowledge Base and Auto email reply with confidence level - component of Aspect Unified IP 6.5.1 All-in-one platform Messaging Interaction Center – voice mail and native unified messaging Interaction Dialer ® Interaction Monitor ™ Interaction Director ® eFAQ Interaction Gateway ® Interaction Feedback ™ -- customer satisfaction surveys Source: 2008 Miercom Contact Centers Industry Study

13. 13 Products Avaya Call Center and Interaction Center 7.1 Runs on a Linux based appliance capable of all TDM or all IP with media encryption and server isolation – or a combination of TDM and IP “Flatten Consolidate, and Extend” Massive scalability: ability to support 10,000 agents on single server With FCE model, it is easier to provide the right agent “on demand” with expertise and overflow for branch-based customer service personnel Inbound customer contacts can be routed according to skill set, availability or prior contact history Use a common business model, yet maintain personalized identities Can support consistent processes and brand images across the enterprise

14. 14 Products Avaya Call Center and Interaction Center 7.1 Communication Server: Avaya Communication Manager 5.0 –Expanded SIP trunking options –Improved support of SIP-based telephones –Foundational support for increased suite of communications applications

15. 15 Products Avaya Call Center and Interaction Center 7.1 Contact Center Products: Avaya Call Center 5.0 Customer Interaction Express 1.1 Avaya Communication Manager 5.0 Customer Interaction Center 7.1 Business Advocate and Advanced Segmentation Avaya Call Center Elite Avaya Voice Portal/Interactive Voice and Video Response (IVVR)

16. 16 Products Avaya Call Center and Interaction Center 7.1 Management and Supervisory Capabilities: Avaya Voice Portal/ Interactive Voice and Video Response (IVVR) –Use of 3G video cell phones Internet videophones, & video- enabled personal computers –Show callers menu choices, product options, and instructional video clips –Show dynamic information such as personal account info., airline flight options and current stock prices Proactive Contact for Outbound Campaigns

17. 17 Products Avaya Call Center and Interaction Center 7.1 Other functions: Third-party applications for Contact Recording and Qulaity Monitoring Computer-telephony Integration (CTI) Clients /Agent Desktops Software Support plus Upgrades

18. 18 Products Avaya Call Center and Interaction Center 7.1 * Vendor / Contact Center Product SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Interactive Voice Response (IVR) CTIReporting & Analytics Avaya Interaction Center including SIP Services v7.1 Operating system / architecture Avaya Communication Manager v5.0 Linux Linux (via Communication Manager v5.0) Windows, AIX, Solaris Web Services, SOA Linux, Sun Solaris VXML 2.0 / 2.1 certified Web Services, SOA Windows, AIX, Solaris Web Services, SOA Avaya IQ & Avaya Operational Analytics Scalability (range) # users / simultaneous calls: 100 users to 36,000 on a single system; over 1 million users on a single network # agents / supervisors: 7,000 agents per single server with ability to scale multiple servers # agents / supervisors: No software limit IVR Port capacity: No software limit N / A Avaya IQ – unlimited Avaya Operational Analyst - ??? Pricing$400 / seat, plus $250 to $650 for additional PBX- based call-routing options 50 Agents: $1,877 / seat Total = $93,850 100 Agents: $1,577 / seat Total = $157,700 200 Agents: $1,427 / seat Total = $285,400 300 Agents: $1,377 / seat Total = $413,100 50 Agents: $3,877 / seat Total = $193,850 100 Agents: $3,277 / seat Total = $327,700 200 Agents: $2,977 / seat Total = $595.400 300 Agents: $2,877 / seat Total = $863,100 $300 to $500 per port$10,000 for software (total) Contact Avaya for pricing Source: 2008 Miercom Contact Center Industry Study

19. 19 Products Avaya Call Center and Interaction Center 7.1 Miercom rates Avaya’s IVVR the best portal based on extended capabilities Voice Portal and Interactive Voice & Video Response Avaya’s Call Center and Interaction Center 7.1 is Rated Best Voice Portal and Interactive Voice & Video Response (IVVR) in the 2008 Miercom IP Contact Center Industry Study

20. 20 Products Aspect Unified IP TM 6.5.1 Major player in contact centers for more than 35 years Meet all contact center needs via comprehensive interaction management and performance optimization Created first workforce management system and the first dialer Subsequent innovation and overall contact center experience

21. 21 Products Aspect Unified IP TM 6.5.1 Communication Servers: Supports all major PBX/Communication Servers on the market Supports any TDM or SIP 2.0 compliant environment Aspect Digital Communication Processor (DCP) provides Media Gateway functionality Web call-backs are enabled via an API on the enterprise web server

22. 22 Products Aspect Unified IP TM 6.5.1 Contact Center Products: Aspect Unified IP Aspect’s Unified Command and Control –Leverages all fixed granular data elements occurring in the contact center environment –Stand-alone tool that aggregates information from disparate systems and data sources –Integrate multiple contact centers across an enterprise Aspect’s Unified Director PerformanceEdge TM

23. 23 Products Aspect Unified IP TM 6.5.1 Other functions: Third-party applications –Nuance –CallMiner Eureka! –Merced –OpenSpan Computer-telephony Integration (CTI) Agent Desktops –LYRICall TM

24. 24 Products Aspect Unified IP TM 6.5.1 Vendor / Contact Center Product SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Interactive Voice Response (IVR) CTIReporting & Analytics Aspect Software (formerly Aspect EnsemblePro) Unified IP Contact Center 6.5.1) Operating system / architecture Linux OSComponent of Multi-media Contact Distributor Windows 2003 CTI middleware with multiple IP-PBX ’ s SOA new in v6.5 Windows 2003 VXML 2.0 Certified 2.1 Compliant SOA / personalization Windows 2003 Component of Multi- media Contact Distributor Windows 2003 Unified Command and Control – Reporting (formerly Aspect DataMart) Scalability (range) # users / simultaneous calls: up to 2,000 # agents / supervisor: up to 2,000 simult agent seats inbound, 1500 simult agent blended # agents / supervisors: up to 2,000 seats inbound, 1500 blended IVR Port capacity: 8,128 N / AAs many as 40,000 agents across 40 nodes PricingStarting at $12,000 for 50 agent seats. Price varies from there depending on # of agents and required TDM/IP capabilities 50 Agents: $1,000 / seat Total = $50,000 100 Agents: $1,000 / seat Total = $100,000 200 Agents: $1,000 / seat Total = $200,000 300 Agents: $1,000 / seat Total = $300,000 50 Agents: $2,300 / seat Total = $115,000 100 Agents: $2,300 / seat Total = $230,000 200 Agents: $2,300 / seat Total = $460,000 300 Agents: $2,300 / seat Total = $690,000 $5,000 for the system, regardless of number of agent seats $15,000 for the system, regardless of number of agent seats Starts at $50 per seat and varies based on implementation requirements Source: 2008 Miercom Contact Center Industry Study

25. 25 Products Aspect Unified IP TM 6.5.1 Miercom rates Aspect the Best in Supervisor and Real- time monitoring and Reporting with Aspect’s Unified Command and Control in stand-alone and large contact center environments Best Supervisor and Real-Time Monitoring and Reporting Aspect’s Unified IP 6.5.1 is Rated Best Supervisor and Real-Time Monitoring and Reporting in the 2008 Miercom IP Contact Center Industry Study

26. 26 Products Interactive Intelligence Customer Interaction Center ® (CIC) 3.0 Originally designed from the ground up to facilitate communications using all channels and media from a single platform Foundation on which all Interactive Intelligence products are based for centralizing business interactions All-software design which leverages standard servers and Service- oriented Architecture (SOA), while increasing reliability, security and scalability Scales up to several thousand agents and between 5,000 and 15,000 enterprise users per server Localized in 18 different languages Include reduced integration requirements, centralized multi-channel processing and inbound/outbound blending, and single point of administration for all of their components

27. 27 Products Interactive Intelligence Customer Interaction Center ® (CIC) 3.0 Communication Servers: Customer Interaction Center ® –Provides solutions for large enterprises –Increased security with SRTP for VoIP and TLS for privacy between communication applications and users –Enhanced mobility with a mobile client –Broader integration to Microsoft OCS and Exchange –Simplified Deployment Interaction Administrator ®

28. 28 Products Interactive Intelligence Customer Interaction Center ® (CIC) 3.0 Contact Center Products: ACD Multimedia Queuing Interaction Director ® Interaction Gateway TM Interaction Optimizer TM Interactive Voice Response (IVR)/ Speech recognition solutions Interaction Designer ®

29. 29 Products Interactive Intelligence Customer Interaction Center ® (CIC) 3.0 Contact Center Products: Computer-telephony Integration (CTI) Interaction Recorder ® Interaction Dialer ® e-FAQ ® Interaction Report Assistant TM Interaction Feedback ®

30. 30 Products Interactive Intelligence Customer Interaction Center ® (CIC) 3.0 Vendor / Contact Center Product SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Interactive Voice Response (IVR) CTIReporting & Analytics Interactive Intelligence Customer Interaction Center 3.0 Operating system / architecture Windows 2003 /.Net Component of Multi-media Contact Distributor Windows 2003 / C+;.NetWindows 2003 / Not VXML 2.0 / 2.1 certified Component of Multi-media Contact Distributor Component of Customer Interaction Center 3.0 Scalability (range) # users: up to 15,000 PBX users # agents / supervisors: up to 5,000 per CIC server # agents / supervisors: up to 5,000 per CIC server IVR Port capacity: Tested over 250,000 users N / ASame as CIC scalability, contingent on database server performance if reports run simultaneousl y Pricing50 Agents: $2,000 / seat Total = $100,000 100 Agents: $2,000 / seat Total = $200,000 200 Agents: $2,000 / seat Total = $400,000 300 Agents: $2,000 / seat Total = $600,000 50 Agents: $4,000 / seat Total = $200,000 100 Agents: $4,000 / seat Total = $400,000 200 Agents: $4,000 / seat Total = $800,000 300 Agents: $4,000 / seat Total = $1,200,000 __ Reporting add-on per user - $140.00 Source: 2008 Miercom Contact Center Industry Study

31. 31 Products Interactive Intelligence Customer Interaction Center ® (CIC) 3.0 With extensive integral applications, Miercom rates Customer Interaction Center 3.0 from Interactive Intelligence Best All-in-One Multimedia Contact Center All-in-One Multimedia Contact Center Interactive Intelligence’s Customer Interaction Center (CIC) is Rated Best All-in-One Multimedia Contact Center in the 2008 Miercom IP Contact Center Study

32. 32 QUESTIONS? 32 Contact: rsmithers@miercom.com