2. SMB Contact Centers Go Mainstream January 2008

3. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Speakers Rich Alexander President The Alexander Group & Walter Kenrich VP, Product Management Vertical Communications 3

4. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com The Alexander Group Serving Customers in 28 States Headquartered in Louisville, KY Partnered with the Best Providing Custom Business Technology Solutions In Business Since 1989

5. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com ©2007 Vertical Communications, Inc. Vertical Communications, Inc Leading provider of communications systems and applications to the SMB market in North America –IP, hybrid and KTS systems –Portfolio of horizontal and vertical market applications –New converged voice and data products Over 1,800 channel partners –Servicing customer base of over 200,000 Mission – to become THE leading provider of communications solutions to the SMB market

6. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Session Objective How small-to-medium sized businesses (SMBs) can learn how to: –Leverage PBX integrated contact center capabilities –Enhance business success –Importance of utilizing existing employees to enhance everything from improving business processes, to acquiring new customers, to strengthening customer loyalty. In this session we will also present customer case studies. 6

7. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com The Changing Virtual Workplace –Geographically dispersed teams –Increasing numbers of teleworkers –Anywhere, anytime access is assumed –If your Phone rings…you have a contact center Not all calls are created equal –How do you ensure your best customers get to the right person. Streamlined communications offer business agility –Improved customer service –Enhanced productivity –Support for better decision-making Business Communication Evolution

8. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Why is a contact center useful?  Provide live answer of all calls to improve the customer experience  Better utilize resources, by making sure the best person takes each call  Improve customer service by monitoring calls live and through recordings  Increase sales with outbound call campaigns  Maintain customer loyalty by reaching out with outbound call campaigns

9. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Contact Centers Used to Be Only Large Enterprises  High payroll to hire the agents  Building to house the agents  Expensive technology to enable the agents  Custom reporting to manage the agents

10. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Today Small Businesses Can Have A Contact Center Today’s technology allows distributed contact centers. Phone Calls  Agents at home require less compensation  No office space to house agents  Contact Center capabilities cost less  Reporting built right in to newer systems

11. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Case Study - Medium Logistics Company  250 users at 9 locations  65 person call center in 5 teams  Contact center features can be provided for a large number of agents cost- effectively  Central call center provides 24x7 coverage for all 9 locations  Locations connected by regular phone lines not VOIP

12. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Case Study - Small Medical Supply Company  20 users  7 person call center for taking orders  Call center has users at home with IP phones  Call center features allow home users to be actively managed  Cost-effective deployment for small company

13. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Tips to Remember 1.Don’t have to have agents in a central office. 2.Don’t have to use VOIP to enable a distributed contact center. 3.Don’t need expensive managed data connections for each agent. 4.Don’t have to pay an arm and a leg to get contact center capabilities. 5.Can manage at home workers with centralized technologies today. 6.Can have outbound contact center with at-home workers.

14. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Thank You 14