1. AltiGen Communications R. De Soto Jan 03 IP Telephony Success Stories Richard De Soto Senior Vice President AltiGen Communications www.altigen.com rdesoto@altigen.com Delivering Lower Costs with IP Telephony

2. AltiGen Communications R. De Soto Jan 03 Why is the IP Phone System Winning?  Reduces Total Cost of Ownership  Self administration easy to learn- no need for tech visits; No need for two admin tech staffs  Multi-site networking with IP saves toll costs  Increases mobility-Remote IP teleworkers saves toll/floor-space costs  Offer great value VS cost through better technology  Lots of features included in basic packages: Switching, VM, Auto Attendant, ACD, CTI, etc  IP contact centers- Multi-channel capability  Future proof technology

3. AltiGen Communications R. De Soto Jan 03 Why is the IP Phone System Winning?  Open platforms provide true business applications, not “technology for technology’s sake”  Easy integration of IVR, CRM, etc.  Look for vendors that conform to standards (H.323, SIP in the future)  Reliability still there  Hardware mature  Embedded OS for call processing  RAID, mirroring, redundancy  Quality Voice is real  Gradual migration possible with many vendors

4. AltiGen Communications R. De Soto Jan 03 VoIP is Real! Customer Case Studies Hamon

5. AltiGen Communications R. De Soto Jan 03 Challenge in 2000  Toastmaster acquired by Salton  Nortel Call Center Not Upgradeable  Calls exceeding Voice Mail/Queue Capacity  Toastmaster unable to make system changes without reseller  Not integrated with other Company locations  Didn’t provide needed features  Based on aging technology  Fast growth- acquisitions 100’s of Products100’s of Employees

6. AltiGen Communications R. De Soto Jan 03 Call Center Missouri Headquarters Missouri Corporate Headquarters Chicago IP-PBX for Salton Headquarters- Chicago Systems Connected via Voice over IP- - Toll Savings - 4 digit dialing between users VoIP

7. AltiGen Communications R. De Soto Jan 03 Call Center Missouri Headquarters Missouri Systems Connected via Voice over IP Calling Transparent Between Systems Dramatic Increase in Voice Mail Capability at much lower cost VoIP IP PBX Replaces Legacy Nortel PBX in Toastmaster Corporate

8. AltiGen Communications R. De Soto Jan 03 Missouri Call Center Increases Functionality, Capacity and Manageability  Significant savings over installing new Nortel System  Positioned for Multi-Channel/IP contact center and home- based agents 3,500 Incoming Calls Per Day In 2 years grew from $50 million to $1 Billion Annual Sales IP PBX with Contact Center Replaces Nortel Call Center “I would like the George Foreman Grill”

9. AltiGen Communications R. De Soto Jan 03 Call Center Missouri Headquarters Missouri Corporate Headquarters Chicago Remote Office Georgia Remote office added Using only IP Phones Planning Begins for 8 New Locations VoIP Flexible Migration to Future Proof Technology

10. AltiGen Communications R. De Soto Jan 03 Challenge 1999  Aging NEC PBX at Corporate Headquarters in Nashville  Limited Voice Mail and Auto Attendant didn’t represent intended company image  Gibson technology driven manufacturer, but forced to pay $1000’s per month in service fees to NEC dealer to maintain proprietary equipment  NEC PBX not able to integrate with company network  Missing path to unite locations and adapt to new technology

11. AltiGen Communications R. De Soto Jan 03 IP PBX Implementation 1999  Gibson IT Staff to manage daily moves, adds and changes.  Company rolls out voice mail with expanded features to all corporate employees. Redesigns company auto-attendant to reflect corporate image. Eliminates busy signals.  Networks IP Phone system with company Local Area Network for integration with email and Outlook contact manager.  Begins plan for rollout to Gibson showcase sites and other factory locations.

12. AltiGen Communications R. De Soto Jan 03 IP PBX Implementation 2000  IP PBX installed in Gibson Showcase facilities. Systems remotely administered by Gibson MIS staff.  Systems installed in additional manufacturing facilities.  Company continues to decrease service charges through self-maintenance and administration.

13. AltiGen Communications R. De Soto Jan 03 Gibson Implementation 2002  New 150+ extension installation scheduled at additional factory  Contact Center to be implemented at Corporate to support sales and customer service call center needs  Gibson continues company success through new products and acquisitions such as Baldwin Pianos. Company makes decision to standardize on IP PBXs.

14. AltiGen Communications R. De Soto Jan 03  Founded in early 1900’s in France and Belgium  Started US operations in 1980- In business to keep air clean for power and energy companies (manufacturer of cooling systems, chimneys, air pollution controllers, heat exchangers) 1999:  Acquired Pittsburgh steel factory with old PBX & rotary phones-175 employees, 60 using phones at desktop  Installed AltiGen server-based PBX  Chief Benefits- Affordability and Lower Cost of Ownership due to Self Admin Hamon 5 sites: Completely Revolutionized Network Hamon Pittsburgh Steel Factory

15. AltiGen Communications R. De Soto Jan 03 2000-- Running out of space in NJ headquarters  Not ready to write off Lucent PBX- Lucent quoted multiple “extenders” at $20K each to new building across the street- total cost “staggering”  New AltiGen IP PBX installed at new building acting as IP gateway to Lucent and local AltiGen PBX  Chief Benefits  Significant savings over Lucent  Affordable expansion  Easy migration when Lucent PBX depreciated  VM, ext-to-ext dialing between systems Hamon Second Site Added New Building with AltiGen PBX/Gateway Headquarters Building with Lucent PBX T1 Link

16. AltiGen Communications R. De Soto Jan 03 2001– Standardized on AltiGen at remaining sites  IP PBX installed at Kansas City office  Remote IP extensions installed at two warehouses negating full PBX costs  All five sites now networked together with 3 digit ext dialing via VoIP Benefits  All employees operating as if under one roof  Cut toll costs by over $8,000 per month  Remote IP extensions lowered cost of communications at warehouses  Able to leverage existing frame relay network and LAN Hamon 3 More Sites Added with VoIP Networking Kansas City Remote Warehouses

17. AltiGen Communications R. De Soto Jan 03 2002– All sites networked via VoIP  “By implementing AltiGen VoIP, Hamon saves over $8,000 a month just in interoffice calls”, But the benefits go far beyond that. We are able to unify the company. We just pick up the phone and dial anybody’s 4-digit extension. It’s that easy and there are no long distance charges. The ease in which our AltiGen telephone system continues to allow us to grow is critical to the success of the business”- Jim Violette, Hamon CFO Hamon A Completely Revolutionized Network Remote Warehouses W/ IP extensions New Jersey Headquarters NJ extension Kansas City

18. AltiGen Communications R. De Soto Jan 03 Case Study Fast Growing Real Estate Loan Company Started with 6 employees Grew to 2 switches in Orlando Headquarters Admin issue with managing multiple switches separately Added contact center in Orlando PSTN Orlando 1999- Initial Phase: Small System with only 6 employees 2000- Two systems operating: Each system administered separately AltiServ PBXs W/ Contact Center

19. AltiGen Communications R. De Soto Jan 03 Centralized Admin software manages all extensions and voice mail from central location Each Switch is Fully Intelligent & Affordable Full Call Processing and Full Applications capability in each switch PSTN for local calling & available as backup if IP links fail PSTN AltiServ with Contact Center AltiServ With Contact Center Virginia Orlando With DINA Manager Chicago AltiGen Distributed Intelligence Network Architecture (DINA) Ivanhoe Financial Phase Two: 2002 Two AltiServ with Contact Center

20. AltiGen Communications R. De Soto Jan 03 IP PBX Benefits to Ivanhoe Meeting Ivanhoe's growth, expansion, integration and customer service requirements. –Expanded to include two additional office locations in Virginia and Illinois, integrated together with Voice Over IP links. –3 contact centers to improve overall customer service in each region –Interoffice call routing, unified dialing and voice mail messaging are transparent on all systems. –With AltiGen's DINA Manager, they can manage and synchronize multiple systems with a single administrative tool –Keep Toll costs down via IP-based voice connectivity "Knowing that our company would be adding more employees in the future, we were impressed with the platform's ability to grow without throwing away any pieces. Our employee base has grown from six employees to over 250 employees and the AltiServ converged system has allowed us to keep up the pace by balancing out communication needs and resources.”-- Linda Fox Mittan, Ivanhoe Sr. Vice President and Chief Information Officer

21. AltiGen Communications R. De Soto Jan 03 Craft-Diston: Unification of Eleven Locations with VoIP Issues: Growing shower door, tub enclosure, mirror closet door manufacturer with five manufacturing plants and 6 other offices in the US Initially chose 100% IP solution from major networking company to link all locations Implementation was a disaster- too complex, too many separate servers. Centralized Call Manager systems crashed too often and would take down half of the locations around the country 7 months and $1 million later- back to drawing board. Networking company agreed to take systems back.

22. AltiGen Communications R. De Soto Jan 03 Craft-Diston Final Solution Solution: Selected alternative vendor/reseller (AltiGen/Network Innovations)- implementation much less complex using single integrated servers at each site with built-in redundancy. 8 locations installed with integrated single-server system and 3 sites served by remote IP phones In less than one month all locations were installed and working Distributed architecture allowed locations to operate independently with unified dialing and managed as one image with multi-server management software Now has unified all interoffice calling, call routing, voice mail distribution and system-wide extension synchronization

23. AltiGen Communications R. De Soto Jan 03 Craft-Diston: Cost Savings Benefits Additional Benefits: Saving $20,000 per month long distance costs Centralized self management of multiple sites saves move, add, change charges Improved customer service- affordable contact center software for customer service department in Florida Easy to manage and use system

24. AltiGen Communications R. De Soto Jan 03  Offices in US and Europe  In 2000 expanding, outgrowing phone systems- Installed IP PBX in Clearwater, FL office for 50 employees in 2000 (now at 80)  Goal: Seamlessly integrate their LAN and database to improve customer service  Integrated screen-pop with SalesLogix CRM  Implemented multiple integrated Contact Centers for sales, tech support, accounting Sunbelt Software Single Site Success Story #409 on the 2001 Inc. 500 list Sales Tech Support Acctg

25. AltiGen Communications R. De Soto Jan 03 IP PBX Benefits to Sunbelt Open platform- with SDK easy to integrate SalesLogix CRM to Integrated Contact Center Improved Customer Service- Set up separate workgroups for Sales, Tech Support & Accounting- productivity of people is measurable, can coach on improvement Saved Money- Via self admin & CDR used to cross-check bills Improved Security Eliminated abuse of phone system, lowering costs- blocked 900 and unauthorized LD- can be done on an individual basis “AltiGen has not only saved us money on administrative costs, but also has provided an improvement to effectively service our customers and a tremendous return on investment, it’s no wonder we made the Inc. top 500 list!”—Stu Sjouwerman, President of Sunbelt Software

26. AltiGen Communications R. De Soto Jan 03 AltiGen Delivering Lower Costs with IP Telephony