1. The Essential eCare Technology TM Terry Hopcroft Director Marketing, International

2. The Essential eCare Technology TM VOIP An Evolving Vision VMA 1 October 97 Steve Kowarsky

3. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Elements of an Evolving Vision Bandwidth Explosion IP Tsunami E-Mail E-Mergence Internet / WWW Revolution DSP Dynamite More and More of Moore VON = Voice On the Network VOIP = Voice Over IP Solo Surfing ----> Web Based Communities E-Mail, News broadcast ----> Web NetMeeting Integration HyperCall Links Push-to-Talk, Click-to-Talk … Internet Call Centers

4. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft The Company Formed in 1995 Proven Management Team -- Comverse Technology Background 110+ Employees Shipping Product –Award Winning / Patent Awarded Significant Revenues 50+ Customers Offices in USA, UK, France

5. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft The Company -- Customers Golfdiscount.com Ademco Retail Avnet ByeByeNow.com PR Newswire Columbia University Vizacom Home Shopping Net Systemax (Global) Sonera (Tel Finland) Infocast (ASP Canada) @Network (ASP Asia) Madritel Nicholville Telephone Phone Ware Inc Swissbrokers.com ZoHo SpendCash.com Surfree SCB Computer Technology British Tourist Authority Quib Telecom “European Telecom (s)” Serif SPC Broadwalk Equities, Inc.

6. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Why is eCare Essential Only 14% of Call Center agents have access to their own Web site. Web offers low costs, but 65% abandon shopping carts because of problems...

7. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft $1.20 $1.00 80¢ 60¢ 40¢ 20¢ 0Travel $10 8 6 4 2 0 Travel agent computer reservation Airline call center e-ticket Branch Telephone ATM Internet PC Banking Cost per Transaction Banking Stock Market $100806040200 Traditional brokerage Online trading The Web has changed profitability

8. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft The Next Wave of eBusiness By 2001, 25% of all customer contacts will be via Internet Gartner 76% of CEOs: “primary focus of E- Business is to improve customer satisfaction” Booz Allan Hamilton

9. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft

10. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Traditional Call Centre Technology Live Message Phone Internet Telephone Call Connection Session Self Service IVR Traditional Call Centre

11. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft ` ` Caller Telephone Caller Telephone Network Circuit - Switched ACD Agent Telephone Agent Telephone Agent Telephone Agent Workstation Agent Workstation Agent Workstation Enterprise Network Present Technology Agent Application Server(s)

12. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft ` ` Caller Telephone Caller Telephone Network Circuit - Switched ACD Agent Telephone Agent Telephone Agent Telephone Agent Workstation Agent Workstation Agent Workstation CTI Link Present Technology With CTI Agent Application Server(s) Enterprise Network

13. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft ` ` Caller Telephone Caller Telephone Network Circuit - Switched ACD Agent Telephone Agent Telephone Agent Telephone Agent Workstation Agent Workstation Agent Workstation CTI Link Costs of CTI Technology Agent Application Server(s) Enterprise Network £££ CTI Link £££ CTI Middleware £££ Custom Development

14. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Live Message Phone Internet Connection Session Self Service Web Many Players Point Solutions

15. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft The Web Today…. “39% of attempts to buy something fail.” “56% of search attempts fail.” “61% wanted more information before purchase.” “13% would not go back to a site they had bought from” Creative Good – Oct. 1999

16. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft European On-Line Spending, 1999-2004 Copyright Datamonitor 2000

17. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft The $1.44 Billion Wake-Up Call 22.2% of on-line transactions are completed 7.8% of transactions are abandoned but are salvageable Businesses lost $1.44 billion in 1999 due to the failure to web-enable their customer services 70% of on-line transactions are abandoned but non-salvageable Copyright Datamonitor 2000

18. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Live Message Phone Internet E-Mail Connection Session Self Service E-Mail Mgmt. Point Solutions

19. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft The Web today…. “A recent survey of top European Web sites shows 65% did not respond to email queries within 48 hours.” Jupiter Communications, Dec 1999

20. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft The Web today…. “Nearly half of the UK’s FTSE 100 took more than 100 days to respond to a simple email request, didn’t respond at all or could not be contacted easily by email.” Rainier Ltd 1999

21. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Live Message Phone Internet IP Session Connection Session Self Service Web Collab Tools Point Solutions

22. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft The Web today…. “Only 3 percent of e-commerce sites have a live help button, and only one in five of these sites has a live agent ready to help shoppers.” …Industry Standard Metrics, July 13, 1999

23. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Caller Telephone Caller Telephone Network Circuit - Switched ACD Agent Telephone Agent Telephone Agent Telephone Agent Workstation Agent Workstation Agent Workstation CTI Link What About the Internet? Agent Application Server(s) Enterprise Network Caller MPC INTERNET ?

24. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft ` ` Caller Telephone Caller Telephone Network Circuit - Switched ACD Agent Telephone Agent Telephone Agent Telephone Agent Workstation Agent Workstation Agent Workstation CTI Link Internet Callback Request Agent Application Server(s) Enterprise Network Caller MPC INTERNET Callback Request

25. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft ` ` Caller Telephone Caller Telephone Network Circuit - Switched ACD Agent Telephone Agent Telephone Agent Telephone Agent Workstation Agent Workstation Agent Workstation CTI Link Internet to Phone Gateway Agent Application Server(s) Enterprise Network Caller MPC Gateway INTERNET Voice Path Data Path

26. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Caller Telephone Caller Telephone Network Circuit - Switched ACD Agent Telephone Agent Telephone Agent Telephone Agent Workstation Agent Workstation Agent Workstation CTI Link Internet Parallel Data Path Agent Application Server(s) Enterprise Network Caller MPC INTERNET Parallel Data Path

27. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Live Message Phone Internet Telephone Call Multimedia IP Session Voice Mail Fax Message E-Mail Connection Session Self Service Web IVR “Integrated” Contact Centre The Jigsaw Puzzle?

28. www.cosmocom.comThe Essential eCare Technology Terry Hopcroft Live Message Phone Internet Telephone Call Multimedia IP Session Voice Mail Fax Message E-Mail Connection Session Self Service Web IVR CosmoCall Unified Contact Centre

29. www.cosmocom.comThe Essential eCare Technology Terry HopcroftMessage Conn. Server Caller Telephone IP Network PSTN Other Web Servers Managed IP Network CSR Telephone Conn. Server Remote CSR Caller MPC Pure IP System ArchitectureInternet Conn. Server CosmoCall CosmoCall ACD Server Other Application Servers

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