Moderated by Art Rosenberg Unified Communications in the Contact Center Preparing For “Customer UC” Moderated by Art Rosenberg artr@ix.netcom.com

Panelists John Kelly – Regional Sales Vice President, Altitude Software David Zibelman – Area VP Channels Development CosmoCom Corey Brundage – VP, Product and Marketing Fonality

The “WHY” of Customer UC Satisfy and retain customers Generate revenue Contact flexibility Agent productivity Customer productivity”

Overview of “Customer UC” Live Assistance Endpoints Automated Self-Service Applications Customer Endpoints Wired phone PC* Cell phone Smart phone Automated People Access (Person-to-Process-to-Person) Automated Information/Process Access Not just person-to-person METRICS CE SATISFACTION PERFORMANCE COSTS Agents Experts Partners Text/Graphics Voice Video Copyright © 2008 The Unified-View

What UC Will Change In Your Call Center Operations Technologies Information access Locations People contact needs Procedures Terminology

It’s Not Just About Voice Conversations! Consumers have new real-time options for both information access and contacts with people IP and SIP networks Web access Search Instant Messaging Social networking Presence and availability (People) Mobile notifications (accessibility) “Contextual Contacts”

The “What” of Customer UC Networks - Wired, wireless, VoIP, SIP Telephony – Voice calls, conferencing Messaging – Text, voice, real-time Self-service applications – Online, Voice Device independence, multimodal interfaces Mobility – Availability vs. Accessibility Person-to-process-person contacts - Routing, Presence, Social networking Process-to-person contacts- CEBP New modes of customer interaction

Personalizing The “WHO” of Customer UC Customers Agents – Live assistance Experts – Decision makers Business partners – Action takers Automated business process applications (Self-services, notifications)

Mobile Smart-phones Changing the customer care paradigm Self-service interfaces Automated proactive outbound contacts CEBP Visual outputs more efficient than speech “Click-to-call” (contextual contact) options Accessible customers and available assistance

UC for Callers vs. Agents First Contact Resolution New response options for “smart-phone” users?” “Consumer UC” Agent performance requirements How efficient can agents be when customers contact needs change dynamically?

Getting From Here To There Legacy technologies Agent needs Customer needs Where do you start? How do you start? Who is in charge? Will you need outside help planning for Customer UC? If I gave you all the UC technology for free, would you know what to do with it?

Where Is Customer UC Technology Today? Understood by market? Technology/service providers Business management (SMBs vs. Large Enterprises) IT management Individual customers (Consumers) Hardware vs. software infrastructures Technology Products vs. Services? Customer support staffing alternatives Implementation and migration strategies

Customer UC Issues – Panelist Views Who should be in charge of Customer UC migration planning? What are the different roles for IT, Operations, LOB management? What traditional call center processes will be changed first by UC? Which won’t? What are key considerations for presence in a Customer UC environment? How will business process applications be affected by “CEBP?” How should new Customer UC capabilities be “trialed” and implemented” What will agent desktop requirements be for ”multimodal” customers? What Customer UC features and functions benefits are most important to customers? How will they be measured?