1. The Virtual Call Center: Enhancing the Customer Experience Greg Pisano Director, Market Development BlueNote Networks

2. 2 Call Centers Well established function in many customer facing enterprises Rapidly moving towards an IP-based infrastructure Many call centers decentralized and utilizing remote agents Multimedia - voice, messaging, conferencing, email, and moving towards video Web services and Web 2.0 applications gaining momentum

3. 3 Drivers –Web Services & SOA Business agility Economies of scale SOAP/XML –Web 2.0 Rich applications anytime, anywhere –IP Telephony Calls over the Internet Voice as a Web service Integrated with business application –Virtualization Virtual call-centers Decentralized infrastructure Standards-based IP/SIP –Mobility Mobile workforce Teleworking –“Internet Model” Internet Time Internet Cost

4. 4 Agents Customer Traditional Approach All Agents in single location All-in-one system to handle all customer calls Telephony application integration through CTI PSTN ACD CRM

5. 5 Changing the Paradigm Virtual Call Center –Location transparency through Internet Telephony –Deploy telephony in Web services applications –Provides for on-demand capacity –Work from home, office, anywhere –Support across any network –Enable different types of media –Provides for business continuity

6. 6 Enterprise Agents Virtual Call Center Enterprise Remote agents can be seamlessly connected Multiple communication channels - voice, Web, email, IM Distributed model for scalability, additional capacity, agility Telephony application integration through Web services Remote Agents Customer Voice, Web, Email Internet PSTN CRM ACD Web Portal Customer

7. 7 Application Example Financial Services VoIP capable customer Click-to-Talk Service 1.VoIP-capable Web Visitor clicks to contact Call Center Agent 2.Non-VoIP-capable Web Visitor enters PSTN callback number 3.Session context (i.e. Web page information) automatically conveyed to Call Center Agent Call Routing Service Remote Call Center Agent Screen Pop w/session context Non VoIP capable customer Web Server Internet PSTN Click to Talk Call me @ 617-555-1212 CRM ACD

8. 8 Click-To-Talk & Enterprise Web 2.0 Click-to-talk Call Center Agent Screen Web Visitor Page Session contextual data automatically conveyed to call center application (screen pop) PSTN or Internet Browser embedded phone

9. 9 Summary SIP provides the unifying protocol –Enables integration of voice-enabled Web sites, instant messaging, and multimedia –Presence information can be made available to business applications to facilitate routing and approvals/escalation processes Voice-enabled Web sites –Combining IP Telephony and Web services applications (SOAP/XML) –Click to call (callback) improves user experience –Session correlation - tagging call with contextual data that follows the call Better Economics –Internet reach and economics –Lower OPEX –Greater business agility and faster response to business needs

10. 10 About BlueNote Networks Software Solutions That Combine IP Telephony & Business Applications Through Web Services Visit us in Booth #448

11. Thank You Greg Pisano Director, Market Development BlueNote Networks (978) 863-3500 gpisano@bluenotenetworks.com www.bluenotenetworks.com