2. Strategic Planning: Why IP in the Contact Center RYLA’s daily operations emphasize project- based, quick ramp up, just in time, high volume campaigns Requirements for communications infrastructure are stringent

3. Strategic Planning: Why IP in the Contact Center In mid 2007 RYLA engaged on an ambitious project to build a new contact center architecture without legacy technologies restrictions – to transition from traditional TDM and analog systems to an architecture utilizing VoIP, SIP and Web based technologies – to allow us to support the unique needs of our clients and fuel our growth

4. Strategic Planning: Why IP in the Contact Center Goals of the new architecture: – High capacity infrastructure capable of handling thousand of concurrent calls while minimizing initial and recurring costs – Flexible system capable of using a combination of traditional (TDM) and emerging (SIP) technologies – Robust architecture capable of supporting remote sites and work from home agents – Flexible infrastructure capable of accommodating Soft- phone with integration capabilities to Web based applications

5. Strategic Planning: Why IP in the Contact Center – Capable of extending to multimedia applications (web, e- mail and video) – Capable of rapid expansion and leveraging software management tools – Capable of providing integration points to leading contact center complementary systems (WFM, Recording)

6. Strategic Planning: Why IP in the Contact Center Resulting architecture uses an innovative approach of combining high capacity TDM gateways and SIP trunking to provide transport and systems redundancy while supporting % allocation between the 2 transports – Architecture makes use of readily available internet BW and is carrier agnostic on the SIP side Internet BW provides savings as compared to other SIP-based private networks provided by certain carriers

7. Strategic Planning: Why IP in the Contact Center – Architecture makes use of DS-3s hand-offs on the TDM side TDM DS-3 hand-offs provide huge savings in carrier recurring charges and system real estate as compared to traditional T-1/PRI circuits – Soft-phone allows tight integration with.NET agent platform for scripting and standarization Use of soft-phone and USB headsets combo provide savings as compared to traditional handsets Soft-phone provides for easy deployment using standard software deployment tools