Version 1.0June 11th 2013 VIRTUAL CONTACT CENTER in the Cloud Cloud Contact Center Global Infrastructure for Aditya Birla Minacs

Hermes.NET Architecture 2 Below the Hermes.NET global architecture, to understand the communication and workflow between each components: CTI Administration Applications Media Management Supervision / Reporting Agents The different proposal studied offers all features, including IVR, recording (voice and video) multimedia platform, multitenant.

Hermes.NET Architecture 3

Workflow Scheme 4

Global Cloud Contact Center  Global Reach –European and American data centers  Local and regional redundancy –Ireland & London –United States –Brazil

Technical Architecture Full Cloud 6

Full Cloud 7 -All benefits from the Cloud architecture -T1/E1 or Sip truncks from telecom providers are located in the Datacenter. -Agents can use either softphone or Ip Phones, registered on the SBC -Amazon Instances can be deployed on different continents, in order to desserve all sites all over the world.

High Availability Cloud Contact Center  Elastic Cloud Contact Center Regions and Instances –Three key regions, North America, Ireland, (London) and Brazil –Minimum two instances, (Availability Zones) per region running Vocalcom Cloud Contact Centre technology 8 –Active / Active Instances launched in separate AZ’s protected apps from failures –Voice technology connected to the AWS infrastructure using low latency high speed dedicated fiber connection, (AWS Direct Connect). active ready

High Availability Cloud Contact Center  Key features High availability end user internet routing 100% SLA Elastic compute capacity, with fast instance replacement and predictability 99.95% availability Elastic load balancing across multiple instances, combined with auto-scaling to ensure enough instances to balance End to end privacy and security AWS PCI Compliance certified Multi-AZ deployed Oracle DBS with built-in automated fail-over. 9

Cost Efficient Voice  Local call costs anywhere in the world –ALWAYS local fixed and mobile cost –Inbound on SIP Softphone calls are FREE –Outbound on SIP Softphone is local, very efficient call rates –Other telephony devices LOCAL inbound call cost to connect to device  Support for non-geographical numbers –Point at our DID ranges, simple and cost effective  Port existing DID ranges if preferred –Benefit from exception call rates, save call costs –Global agreements for 64 countries across the world 10

High Availability Voice  Keep-alive technology –Automatic gateway switching –Call context synchronization, active calls unaffected during a switchover  Hitless software upgrades –Can upgrade SBC firmware without disturbing current calls  High capacity and scalability –Upto 10,000 agents supported on a single gateway  Designed for PCI Compliance  Multi-point voice redundancy –1+1 redundancy scheme –Dual protocol, ports, blades, gateways, geographies

Voice Quality  Management, security and control –QoE in-depth analytics and SLA reporting –Intrusion and fraud detection tools –Secure registration process –Voice quality fully monitored –Bandwidth utilization reviews –Alerts  Precognitive innovation –Live correction of problems before they occur –Pin-point QoE health across entire network  On-Net – “Connected” –VoIP technology and gateways –App and DB servers same backbone

SEM Data Center Customers sites Remote Worker/WAHA PC SIP Client Wi-Fi Home-spot ITSP2 EMS-SEM QoE CDR OnNet Customers sites Internet ITSP 1 Customers sites Mediant4000E-SBC Voice Quality  Live call data recording  Quality of Experience management

Security Firewall and Access Control Encryption Topology Hiding Denial of Service protection Call Theft and Fraud protection Connectivity Interoperability SIP Normalization DTMF Conversion Protocol/Coder Policing Fax &Voice Transcoding NAT Traversal QoE Survivability Call Admission Control QoS Monitoring and Troubleshooting Voice Service Assurance Session Border Controller Voice Technology Innovation Mediant4000E-SBC

Compliant – PCI Secure IVR 15 PSTNwww Agent requests card details from caller 1 1 Caller enters credit card digits by keypad 2 2 Touch tone digits removed 3 3 Agent cannot hear the touch tone digits but can hear the caller 4 4 Payment service provider 5 5 Merchant payment 6 6

PCI Compliance / Key Security Technology  Encryption –Communication streams and signal messaging encrypted  SRTP for media stream encryption (RFC 4568 SDES voice and video)  TLS Security signal messaging encryption  Network Privacy (topology hiding) –Advanced security applied at each ‘leg’ in communication –Dynamic restrictions on ‘untrusted’ legs  Protection against DOS/SIP attacks –Rich message filtering rules: message size, number of headers, message body types, request type and more –Access lists, concurrent calls, layer 3 and SIP Dialog rate limiting

Vocalcom Cloud Infrastructure Benefits Fully redundant High capacity and easy scalability Advanced, reliable and secure Environmental control, fire detection / suppression and multi- layer physical security systems Ultra-low latency Backbone for world leading cloud Uptime 99.95% Advanced and dedicated managed 24x7x365