1. The Web Connected Contact Center Implementing Click-To-Talk & Other Web- Based Services Steve Zola – President & COO

2. Presentation Objectives Understand Current Challenges Evaluate Alternatives Discuss Functionality, Productivity & Effectiveness Identify New Opportunities Technical Challenges Assess Implementation Considerations

3. Agenda Call Center History Contact Center Evolution Contact Center Results Important Characteristics Live Help & Web Enabled Voice Web Enabled Benefits

4. Call Center History Cost Center Telephone Inquiries Primarily 1-(800) 1-(800) Determined Destination ACD/IVR Handled Routing CTI Integration – Rules Based Routing Productivity Tools THE INTERNET

5. Contact Center Evolution 1-(800) Inquiries FAQ’s Email Instant Messaging Call-Back Voice Recognition Systems Self-Help

6. Contact Center Slow Migration from Cost Center to Revenue Center CRM Integration Slower than Expected & Less Productive than Anticipated Focus on Cost Reduction Unsatisfied and Unfulfilled Customers

7. Why? Inadequate Tools After 4 Clicks, 95% of Users give up on Self Service Ignored Customer Preferences Failed to Recognize Customers Used the Wrong Pair of Glasses

8. Customer Characteristics Importance Level of Assistance Required Sophistication Sales Cycle Position Long-Term / Short-Term Profit / Time

9. Business Characteristics Low Cost Provider High Value/Service Provider Distribution Impulse Purchase Complex Decision Process Ancillary Benefits Related Risk

10. Product Characteristics Cost Profitability / Transaction Availability Demand Complexity Competition

11. Contact Center Resources Customer ID User ID Email Address Cookies Account History Determine Customer Value / Appropriate Avenue

12. Live Help & Web Enabled Voice Live Help Instant Messaging Call-Back Limitations Availability Required Skills Challenges

13. Web Enabled Voice Internet Connected Collaboration Additional Tools & Data Dynamic Routing / Handling Cost Effective or Costly

14. Customer Profile Any / All Voice Call Back Text Chat E-Mail Self Service No Contact

15. Cost/Value Any / All Voice Call Back Text Chat E-Mail Self Service No Contact

16. Escalation Voice Call Back Text Chat E-Mail Self Service

17. Web Enabled Voice Technical Challenges Voice over Internet Access Bandwidth Prerequisites Audio Devices Unencumbered Reach –Security Quality is Critical

18. Web Enabled Voice Considerations Web Design Dependent on Customer Characteristics & Transaction Importance Intelligent Web Pages Dynamic Presentation Real-Time Voice

19. Web Enabled Voice Benefits Retain and Route Calls Based Upon Relevant Data Prioritize High Value / High Return Customers & Transactions Minimize “Low Value” Activity Increase Customer Satisfaction Contact Center - Revenue Center

20. Thank You for Your Attention Visit our Website at www.CrystalVoice.com