1. IndexPrevious Trinicom België Multichannel Customer Interaction Koen Prikken Managing Director www.trinicom.bewww.trinicom.be info@trinicom.beinfo@trinicom.be

2. IndexPrevious [Trends, Your Challenge?]  Over 50% of customers regularly use the Internet and e-mail to approach an organisation  Within a few years, 25% of customer contacts will take place by e-mail  In 80-90% of cases, e-mail is sent from the web site

3. IndexPrevious [Trends, Your Challenge?]  Customer contact volume grows by 10-15% annually  Organisations need to reduce customer contact costs  Customer satisfaction and the service level have to rise

4. IndexPrevious [ Key Pains]  Written communications not consistent.  different general email boxes.  No intelligent routing. Aim to reply in 24 Hrs  Email growing in number and not consistent replies.  No stats on answer turnarounds.  Historical product information exists but is not readily accessible (dispersed info).

5. IndexPrevious [How eContacts Are Handled Now]

6. IndexPrevious Outlook E-mail history FAQ’s 2 “Old” e-mails Text blocs [How eContacts Are Handled Now] IVR / ACD phone 1 Info/FAQ’s history Info/FAQ’s Intranet Website Pdf/doc Website Internet history FAQ’s 3 HTML pages CMS content

7. IndexPrevious Advantages Reducing Costs More service Web selfservice E-mail response Call management Reporting Content management Internet E-mail phone IVR CTI ACD Trinicom T5™ history Knowledge 1 1 E-mail marketing E-mail tracking 1 SLA-monitoring Workflow Contact management [The Solution: Trinicom T5™ ]

8. IndexPrevious Costs [more service - less costs] Telephone E-mail Post/fax Volume of customer contacts Before implementing T5™ Post/fax Telephone Self- service E-mail Volume of customer contacts After implementing T5™ Saving Self-service E-mail Post/fax Telephone Cost per contact channel Post/fax unchanged E-mail: Lower volume Lower costs per e-mail Telephone: Lower volume Lower costs per contact Self-service: High volume Low costs per contact Saving: >> Volume with = people = Volume with << people >5% reduction Telephone traffic >50% reduction E-mail traffic

9. IndexPrevious [What Does Trinicom Do?]  Dutch company, active since 2000  Producer of multi-channel customer interaction management software T5™  Web self-service (Internet)  E-mail response management (inbound e-mail)  Chat (inbound service chat)  Agent support (call logging and scripting)  Analysis (business performance measurement)  E-mail marketing (outbound e-mail)  Development, sales, implementation and support  Market leader in the Benelux > 130 installations  25 th in Deloitte Technology Fast 500 EMEA 2005

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17. IndexPrevious Trinicom Belgium NV Interleuvenlaan 62 3001 Heverlee Koen Prikken [any questions?] [start here] Business & Decision Omwentelingsstraat 8 1000 Brussel Valerie Viverette