OUR SERVICES Call Center Product Overview

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP “More than half of the contact centers in the U.S. today, 53% have some percentage of their agent population functioning from a home office. More than 70% of those currently supporting at-home agents plan on increasing the number of their at-home agents. “Cloud-based call centers can save large enterprises as much as 50% compared to on-premise systems..” “The cloud-based contact center infrastructure market will grow between 35 percent and 45 percent each year between 2012 and 2015” “The cloud penetration of the contact center market in North America will more than double from 5% of total contact center agents in 2012 to 13% in 2016.”  Cloud growth is speeding up – companies are embracing the cloud-based model at a faster pace than previously predicted  Mid-market companies are leading the adoption of cloud based solutions  Demand for “at home” agents continues to rise INDUSTRY TRENDS

Internet Failover QoS Enabled QoS Enabled QoS Enabled Broad- band Regional Office Mobile Softphone Satellite Office Remote Office HQ Work from Home Remote Office Work from Home PRIVATE NETWORKPSTNPUBLIC INTERNET Callers reach out to your organization… Call center in the cloud

Internet Failover QoS Enabled QoS Enabled QoS Enabled Broad- band Regional Office Mobile Softphone Satellite Office Remote Office HQ Work from Home Remote Office Work from Home PRIVATE NETWORKPSTNPUBLIC INTERNET …calls queue in the cloud… Customer GreetingCaller PromptsOn-hold Messaging

Internet Failover QoS Enabled QoS Enabled QoS Enabled Broad- band Regional Office Mobile Softphone Satellite Office Remote Office HQ Work from Home Remote Office Work from Home PRIVATE NETWORKPSTNPUBLIC INTERNET …calls are delivered to agents operating anywhere. Call center in the cloud

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP LOWER TCO Significantly reduce traditional telecom expenses (trunking & usage) and maintenance costs while eliminating CAPEX for new equipment, software, licenses, or upgrades. MAXIMIZE STAFFING Leverage a single ACD across the entire enterprise / multiple locations. MOBILITY Distribute call center resources simply and effectively whether in the office, on the road, or at home. SCALABILITY Increase and decrease costs with seasonality and growth. Support unexpected peaks with unlimited call capacity. DISASTER RECOVERY Queue calls in the cloud regardless of conditions at any site with built-in contingency routing. CARRIER RESILIENCY Leverage a carrier mesh network that routes calls around an impacted carrier. WHY MIGRATE TO THE CLOUD?

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP  Hunting Algorithms  Distinctive Ringing  Overflow Treatments  Custom Comfort Messages  Music on Hold  Estimated Wait Times  Max Queued Calls = 25 BASIC Need to queue calls without any reporting? ….choose BASIC Includes Basic Features plus:  Real-Time Reporting  Scheduled Reporting  Bounce Treatments  Customizable ACD States  Agent Applications (Add On)  Supervisor Application (Add On)  Max Queued Calls = 50 STANDARD Need to queue calls with reporting and overflow options? ….choose STANDARD Includes Standard Features plus:  Skills-Based Routing  Unavailable Codes  Disposition Codes  DNIS Based Features  Force Agent Unavailable  Auto Answer  Auto Set Post Call ACD State  Supervisor Silent Monitoring  Night & Holiday Service  Priority Queuing  Comfort Message Bypass  Max Queued Calls = 525PREMIUM Need sophisticated call treatments, advanced routing options, time-of-day and disaster recovery options? …..choose PREMIUM CALL CENTER SEAT TYPES

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP AGENT PRODUCTIVITY For Agents that do not require advanced features, various options are available for state control via handsets from multiple vendors. The web-based Agent Client provides point and click control, ACD state functions (sign-in/sign-out, available, unavailable codes, wrap-up, etc.), disposition codes, reports, and outbound caller ID selection. Unity Agent is a PC-based application that provides the same features plus advanced call control, services customization, call statistics, and embedded workgroup chat and presence.

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP SUPERVISOR CONTROL The web-based Supervisor client provides Call Center leaders with real-time queue visibility, agent control, the ability to monitor or barge into calls, and generate reports in an intuitive user interface.

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP SUPERVISOR REPORTING Comprehensive reporting in graphical and tabular formats that can be generated real-time, for historical time periods, or scheduled for delivery. Generate interval, daily, weekly, or monthly reports with ease that are delivered in multiple formats (HTML, PDF, or Excel). Queue reports provides the queue activity metrics for an individual queue, multiple queues, or by DNIS. Key metrics like call volume, abandoned calls, ASA, and service levels are readily available. Agent reports provide rich insight into agent performance and behavior. Understand where time is spent and how calls are being handled.

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP ANALYST Analyst is a powerful, cloud-based business intelligence/analytics tool powered by  Access pre-built reports, charts and graphs  Create custom reports, dashboards, and visual tools  Drill-down and drill-anywhere into your call center details  Combine additional data from other applications for a holistic view

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP ANALYST REPORTING OPTIONS

Instructions are not visible during Show Mode To insert background image Drag the image from your source folder into the grey area If the image overlaps/hides the text, right click on the image and select Arrange > Send to Back Slide Instructions REAL-TIME DASHBOARDS The Dashboard is a web application that delivers real-time and current day statistics plus customizable alerts and notifications on any device from wallboards to PCs, Laptops, Tablets and Smartphones

Instructions are not visible during Show Mode To insert background image Drag the image from your source folder into the grey area If the image overlaps/hides the text, right click on the image and select Arrange > Send to Back Slide Instructions CALL RECORDING The OSSmosis web portal provides the ability to search, retrieve, and export recorded calls based upon criteria such as the agent, the calling party, the date/time, etc. The portal enables on-site or remote call quality and compliance activities.

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP PERSONAL PORTAL ACCESS BASIC FEATURES ADVANCED FEATURES UM AND DIRECTORY SETTINGS TOGGLE CONTROL AND DIAL FROM WEB WEB BASED PERSONAL CALL CONTROL

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP WEB BASED INTUITIVE ADMINISTRATION Call Center Managers require complete control over their agents and queues. Through our award- winning OSSmosis Portal, administrators can make real-time changes with point and click ease.

Add a photo: 1.Click and drag the photo from your source folder into the slide. 2.If the photo hides the text, right click on the photo and select Arrange > Send to Back. Slide Instructions Instructions are not visible during Show Mode If you accidentally shift content on the slide, click on the “Reset” button in the Home tab to re-align everything according to the template. TIP The Evolved Call Center is supported by standards based APIs enabling businesses to easily integrate the solution into internally developed or third party applications. Due to this extensibility, your business can utilize prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Work Force Management solutions. PLATFORM EXTENSIBILITY

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