1. Keeping the Customer Experience Seamless: Interoperability and Next- Generation Endpoints Betsy Wood Evangelist, Multimedia Applications bjwood@nortel.com Nortel www.nortel.com

2. 1 Customer Contact is Changing Dramatically Customers are everywhere Agents are anywhere Voice E-mail IM Fax Video Chat SMS Web Communication devices abound

3. 2 You Need to Support Very Different Customers Wired Phone lovers Youth Businesses Mobile Gadget lovers

4. 3 You Should Take into Account Three Key Differences Time- Critical Wait- Time Reactive Anticipatory Media- Adaptive Media- Specific

5. 4 Speech Web-Centric Virtual Collaborative Person Assisted and Self- Service customers Expert Customer Matching (context and presence) Contact Center Employees and Managers Business Applications like CRM, ERP, etc. Desktop Applications and Open Connectivity Voice IM Web E-mail Video SMS Fax Media Services IVR Speech Rec Speake r Verifi- cation Web Text Analysis Text-to- Speech Anticipatory Customer Contact Emerges

6. 5 Technology Enablers Assist IP XML SIP Web Services Web Services Foundation for networking Universal format for data exchange Interfaces to business systems Any-to-any connectivity with presence Customer Contact Architecture

7. 6 What Does IP Bring to Your Customer Experience? Leverage Remote Agents o Overcome geographical boundaries o Expand pool of available talent o Reduce turnover o Improve productivity Centralize Management o Manage remote agents easily o Utilize browser-based management tool Reduce Costs o Send calls over IP networks, bypass toll charges o Reduce number of leased lines o Converge network

8. 7 New Applications for IP Phones Offer Richer Communication

9. 8 What Does XML Bring to Your Customer Experience? XML markup languages, like VXML and CCXML, can access larger pool of developers than proprietary tools Version 2.0 is current VoiceXML standard Applications that conform to the standards are portable, providing investment protection Applications expertise and knowledge critical to success

10. 9 Extend Access for Customers Using the Phone Web-Centric Self-Service Provides a way for customers communicate with a business using the telephone instead of a browser Leverages web server investment Uses same service logic regardless of the communications device but the presentation of data to the caller is device-dependent VoiceXML is a language used to present data to the caller using voice dialogs The web server becomes the single gateway to company information