1. February 2-4, 2009 Miami Conference Center, Miami, Florida

2. Making Technology Choices For The Contact Center Options and Alternatives February 2-4, 2009 Miami Conference Center, Miami, Florida

3. 3 Introduction To UC…Panel Participants Panelists –Marisa Viveros, Global Leader for Converged Communication Services, IBM –Jeff Dworkin, Enterprise Marketing Manager, Dialogic Corp. –Andre Angel, CEO / President, NTR Global NA Moderator –Mark Ricca, Partner, IntelliCom Analytics Miami Conference Center, Miami, Florida

4. 4 Panel Session Agenda Key Points To Be Addressed –Definition of a Modern Contact Center (CC) –Industry Size and Forecast –CC Market Drivers, Opportunities & Challenges –CC Technology Trends, Options and Alternatives  SAAS  Multimedia  VoIP  CRM  Video  WFM  Predictive Dialing  QM  CTI  Skills-Based-Routing  –Guidance For End Users Q&A Miami Conference Center, Miami, Florida

5. 5 Contact Center Profiled Contact Center -- Defined –An integrated technology platform comprising application software and, agent / supervisor terminals that is designed to automatically answer and intelligently distribute incoming calls without going through an attendant –Contact Centers are aimed at optimizing incoming call processing in environments where there are typically more incoming lines than agents to answer them –Properly designed and managed Contact Centers can enhance customer service, improve productivity, reduce inefficiencies and latency Typical Contact Center Elements –Platform Variations: Stand-Alone CPE, Integrated CPE, Hosted –Applications: Voice, Database, CTI, Video, Announcement, Web-Chat –Messaging: Email, IM, Voice-Mail, SMS –Terminals: Agent, Supervisor –Monitoring & Management: Recording, Retrieval, WFM, QM –Presence: Status, Skills, Preferences –Performance Reports: Routine, On-Demand, Ad-Hoc Miami Conference Center, Miami, Florida

6. 6 $B $.5 $1.0 $1.5 $2.0 $2.5 $3.0 $3.5 $4.0 20052006200720082009201020112012 Source: IntelliCom Primary Research 2.2 2.35 2.48 2.7 2.81 3.12 3.28 3.4 CAGR = 6.4% Application Forecast Includes: - IVR - Self Service - Outbound Dialing - ACD - CTI - WFM/QM Contact Center Application Spending North America, 2005 - 2012 $0

7. 7 Miami Conference Center, Miami, Florida $M $0 $10 $20 $30 $40 $50 $60 20052006200720082009201020112012 Source: IntelliCom Primary Research 25.1 28.3 32.2 36.2 38.4 43.5 49.4 56.3 CAGR = 12.2% Services Forecast Includes: - CC Consulting - Design - Implementation - Optimization - Configuration / Performance Mgmt. Contact Center Outsourced Support Spending North America, 2005 - 2012