0 What Does SIP Bring to Your Customer Experience ? Extend VoIP and IP Contact Center values through support of SIP o Media and location independent support of multimedia agents anywhere on any SIP enabled device o Support new and emerging communications channels (e.g. Video, 3G Wireless Video, 3G Wireless Chat and IM) Open standards and architecture embraced by all major communications and application vendors Presence-enabled o Improves management capability of network-wide agent resource pool o Allows significant enhancement in customer service offering to customers with presence-enabled SIP clients o Takes customer experience to the next level

1 Advantages Provided by SIP to Customers Optimizes treatments based on customer’s device o Voice only o Video enabled o Instant Message Escalates services based optimized treatment o Start by automated IM o Escalate to live agent IM o Escalate to voice …. then video o Full application sharing and collaboration Provides integrated customer user interfaces o Click to Call SIP Enabled Web Pages o Outlook and other Microsoft SIP enabled plug-ins

2 Advantages Provided by SIP to Employees Optimizes desktop : o Single user interface for Voice, Video, IM, etc. Offers “Agent Anywhere” o Agent can register and be found anywhere …as can Supervisor o Leverage SIP Presence Provides advanced Agent to Supervisor Functions o Agent Whisper/Observe – using Voice or Instant Messaging or both. o Agent, Supervisor, customer collaboration – full multi-media collaboration over IP o Agent Greeting, Call Recording etc. all delivered seamlessly via optimized IP Conferencing model

3 Advantages Provided by SIP to the Owner and Administrator VoIP values extended Standards based interface protocol o Greater 0penness – o Firewall and NAT management. o Other application integration using same infrastructure o Media Services Deployment moving to standards (VXML and CCXML). Distributed Services and Admin o Agent, Supervisor, Gateways and Application anywhere on the network. o True unified networking and Contact Center reporting. o Unified employee desktop. Resiliency, Redundancy and Load Balancing …. And more

4 What Do Web Services Bring to Your Customer Experience ? Make it easier for an enterprise to Web-enable applications Enable an application to be written once and then run anywhere – so one application can be reused, saving development time and money Offer a more dynamic environment because it’s easier to change things and create services and respond very quickly to changing customer needs Connect more easily with event-driven applications such as CRM allowing the seamless interoperability required for a superior customer experience

5 Web-Centric Model Helps Optimize Applications Open standards-based approach using VXML, CCXML, J2EE..NET and Web Services Web application model for speech Simplified and accelerated VXML application development and debugging Re-use of application business logic and host integration Enterprise Applications (CRM/ERP) Customer Database Development Tools Applications Applications (J2EE/.NET) (J2EE/.NET) Media Servers Libraries Web Services Customer Contact APPS Contact Center VXML / CCXML / SALT

6 Application for Service Bureau Customer of important client has serious service issue and client manager must be notified ASAP. Presence identifies that wireless PDA is on and instant message is sent. “Important client issue!” Client manager is traveling and not logged into contact center Team in office and contact center collaborate with client manager to solve problem. Client manager calls client with complete solution resolution. Client manager logs in securely from airport wireless access zone for full participation.

7 What’s on the Horizon? The phone (or gadget) as accessory Spoogle takes you anywhere Spoogle concept thanks to FutureWorld.

8 You Have Lots to Do – Where Do You Start? Understand what happens from your customer’s point of view Define your customer experience strategy Identify objectives and how to measure them Assure staff has appropriate skills, knowledge, attitude, power and rewards Create linkages across your business Start again

9 A Seamless Customer Experience Drives Success Support profitable, loyal customers Offer tools for knowledgeable, effective employees Innovate for growth Optimize operations Minimize risk