2. Customer Response Management & the VoIP Revolution Peter Monaco VP, Engineering, Nuasis

3. Intelligent Customer Response Management of multiple customer service models Immediate Assistance Deferred Assistance Self- Service You want to maximize self-service to drive down operational costs But, customers want to do business with you on their terms You want to provide multiple service entry points But the cost to manage those service models is prohibitive

4. Traditional Customer Response Multiple independent customer service models Immediate ACD Voice Deferred Vmail Self-Service IVR Immediate Escalation Email Deferred ERMS Self-Service Auto- Response Immediate Chat Web Deferred Forms Self-Service FAQ Separate systems Costly acquisition and management Costly integration Difficult to measure

5. Traditional Call Center Model Vertical solutions - hardware centric - proprietary Proprietary Telephony Monolithic Proprietary Telephony Monolithic Generic Data Monolithic Generic Data Distributed IVRACDCTICRM Self-serviceCall RoutingDB AccessHelp desk,SFA Application Architecture Network HW Platform

6. ACD PSTN ACD Call Center Telephony Network CTI Hardware and Middleware Third Integration Layer E-mail Center Internet WAN Web Collab CRM Database WAN Corporate LAN/WAN DSL WAN CRM Database Traditional Call Centers Three tiers -- two networks + integration

7. HW Platform LayerGeneric servers, Linux, Windows, SNMP, UPS Network LayerIP, ATM, frame, QoS, RSVP, multiple routes, TDM Architecture LayerVoiceXML, VoIP, SIP, XML, SOAP, ODBC/JDBC Application LayerSelf-service, contact routing and queuing, SFA, help desk, analytics, ERP Business Unit Business & IT IT The Horizontal Call Center Model Software centric – better fit for new service models VoIP enables the new software-only, horizontal application deployment model

8. Internet WAN CRM Database Corporate LAN/WAN DSL WAN Hub / Node VoIP enables a software-only solution Single solution for all media across multiple sites WAN  Multi-media on one platform  Consistent routing workflows  Consolidated reports  Multi-site networking  Best-agent routing across the enterprise – agents anywhere  Single point of admin  Consolidated reports  Single network  IP contact center solution - VoIP  Major cost reductions to operations  CTI Built-In -- CRM integrations within hours vs. weeks or months  Standards based  Linux OS / SIP / Oracle Node PSTN

9. Customer Response Software Key to the Customer Relationship Strategy A Full-Spectrum CRM Software Solution Customer Relationship Management Multi-media contact routing Agent / resource activity reporting Real-time information Operations cost management Software-based solutions for tighter integration of the contact points and the relationship data Lower cost deployment of contact center solutions Improved return on CRM investments NuContact Center S/WSiebel, Oracle, etc. S/W Contact history Forecasting Tracking Knowledge base Customer Response Management ERP Kbase IVR