1 BT Wholesale Enhanced Telemarketing Services Customer presentation

2 Contents Enhanced Telemarketing Services (ETS) Why choose ETS? Value added services Management Information and control Enhanced Information Statistics BTW’s commitment to quality of service Contracts

3. “A Non Geographic Number Inbound service for resale, specifically tailored to the wholesale sell-through market.’’ ENHANCED, RE-PRICED, RATIONALISED AND RE- LAUNCHED

4 Enhanced Telemarketing Services A broad range of advanced features available: Messagelink 1&2 Caller Provided Information (Voice and DTMF) Simple Inline Messaging Freefone (0800/0808)Valuecall (09xx)BT (0870) BT (0845)Call OptimiserContactcall (0844/0871) BT Call DirectorInternet PopulatorInternational and Universal Freefone Functionality and features are the same as BT’s standard Inbound Telemarketing Service.

5 Enhanced Telemarketing Services Non geographic number Inbound Service, 0870, 0871, 0800, 0844, 0845 built for the Service Provider market Based on BT Global Service’s Inbound Services offering used by 93 out of the FTSE 100 companies Different contractual wrap for Re-sellers and the wholesale market with web portal and help desk Competitive pricing - bespoke and dependent upon aggregated volumes of minutes Service further enhanced with value added services Supported by a team of service specialists and an implementation team

6 Why choose ETS? Highly scalable NGN platform with very broad range of advanced call plan features Network reach – avoids the need for multi CP network call conveyance Competitive pricing with industry leading call completion rates Broad range of call analytic features Porting agreements with most CPs Leading player with huge experience of the retail NGN market

7 BT Inbound Network Inbound numbers are delivered over a dedicated network The network can handle over 1,600 calls a second and is designed to process % availability Average percentage of calls successfully switched through the network is 99.8% £190 million investment in a new Inbound network

8 Value added services BT Call Director enables dial in over PSTN to record a message to a number used in emergencies Increased granularity on DTMF call routing – 8 digits for end users Intelligent daily CDRs allowing Service Providers to build their own statistics showing answered, engaged and missed calls Termination to mobiles Call queuing with an option to recognise a busy tone, not just count simultaneous calls Futures….. network based call recording and text to speech

9 Management information and control Inbound architect –secure web based portal providing a single point of access to reporting and call routing control products –access to control advanced routing plans, changes to call plans are achieved within a few minutes –near real time statistics up to 3 minutes old and updated every minute Inbound analyst –management reporting tool that provides a suite of pre-set reports and ad hoc reporting tools to analyse call data –analysis is based on enhanced raw call data supplied by BT –reports can be presented graphically, numerically and can be customised

10 Enhanced Information Statistics EIS allows SPs to monitor the efficiency and effectiveness of their call answering resource EIS reports are available online via Inbound Architect web tool EIS is a powerful marketing tool, giving SPs a high level of insight about their callers - –origin of call analytics –average call duration report –effective and ineffective call analytics –daily call analysis –time of day call analysis

11 Typical call volumes A bank – 35,000 calls a day A charity – 250,000 calls in 8 hours Another charity – 540,000 calls in 6 hours TV show – 1.4 million calls in 2 hours Another TV show – 2.5 million calls in 2 hours A HUGE MARKET POTENTIAL TO CAPITALISE ON

12 BT’s commitment to Quality of Service BT provides a world class Customer Service Guarantee Scheme - we pay compensation if we fail to meet our contractual commitments BT provides fault response 24 hours a day, 365 days a year 96% of business orders are completed within agreed timescales 94% of business customers are satisfied with billing accuracy 90% of business faults are cleared within 5 working hours, the majority are cleared in minutes

13 Sales support Coherent sales engagement jointly through BT Wholesale and BTagilemedia sales specialists team The BTW Account Team will work with you to provide you with the right solution for your business

14 Contracts The ETS Inbound Services contract applicable to resale is comprised of - –BT Contract for BT Communications Service (Telemarketing Services) –Service Schedule for BT Communications Service (Telemarketing Services) –Supplementary Terms for Resale – applies if resellers have Hosted ISR or ICM –Order Form –Any relevant annex to the Order form Call Payment (from BT to the reseller) must be made within 30 days from the billing date Draft contracts available on request