J.R. Sloan VP, Product Management and Marketing 2009 Product Roadmap J.R. Sloan VP, Product Management and Marketing

Session Objectives Product overview Product strategy Release priorities Futures

Every day, millions of people experience Syntellect Voice Solutions Voice Solutions When Calling Customer Service When Calling for Directory Assistance When Scheduling Appointments When Providing Information By Phone When Completing Transactions When Communicating at Work We Automate and Personalize Customer Interactions Through Voice Self-Service and Contact Center Solutions

Product Vision Provide an optimal mix of products, services and support that help our customers to: Reduce costs Improve efficiencies Solve business problems Help build value and strengthen customer relationships

Communications Portal

Overview: Syntellect Communications Portal Standards-based, IP-centric platform Integrated application development and management components Reduces the time, cost and complexity of deploying enterprise voice and IP communications solutions.

Product Strategy: Communications Portal Envox CDP becomes core next generation of Syntellect self-service platform Vista/SVP upgrade to Communications Portal Existing SVP customers will have continued support for current releases Syntellect provides current SVP customers with a strategy for migration

Communications Portal 7.2 Enhancements Product branding MRCP 2.0 resource support with Dialogic boards MRCP 2.0 resources with native script based applications Support for Windows Vista and Windows Server 2008 Speech Technologies Nuance 9 Speech Recognition Nuance Open Speech Recognizer (OSR) 3.0 Telisma Telispeech Recognizer 2.0 Nuance Verifier 4 Nuance RealSpeak TTS 4.5 Nuance Vocalizer TTS 3.0 & 4.0 Released March 5, 2009

Communications Portal Roadmap - 2009 Integration with Customer Interaction Management Provides a standards-based multi-media interaction arrival point Brings support for VoiceXML and CCXML to contact center suite Common application development toolset for self-service and live-service applications Reporting Enhancements Expanded set of “out-of-the-box” reports Support for Business Objects Crystal Reports as custom report creation toolset

Future: Communications Portal Platform Maintenance Operating system updates ASR/TTS updates and integrations VXML / CCXML updates Enhanced Video support CT Connect integration updates Integrated Outbound Campaigns (Communicator) Web-based administration interface for campaign and list management Message delivery/notification Interactive touch-tone/speech-enabled applications Agent transfers Advanced answering machine / voice mail detection

Product Strategy: Studio / VXML Studio Multi-media, multi-modal, interaction routing development environment Will be used for developing all non-voice CIM applications (i.e. routing, email, SMS, etc.) Can be used for voice applications when VoiceXML is not a customer requirement VoiceXML Studio Web-based IDE Pure VXML 2.0/2.1 application development

Customer Interaction Management (CIM)

Overview: Customer Interaction Management IP / TDM Support Speech-enabled self-service voice portal Unified multi-channel interaction management Intelligent routing Powerful agent interface Complete, searchable customer interaction history Comprehensive management tools Business driven reporting Call Recording Workforce Management Key Points: A unified multi-channel approach to interaction management is required to meet the needs of today’s customer service environment. Apropos Customer Interaction Management addresses all the communication channels your customers are using today and is prepared for the future forms of interactions. Quality Monitoring

Product Strategy: CIM Platform unification Unified user interfaces and reporting Unified application development toolset Communications Portal integration

Post v6.6 Enhancements Survey Manager Business Application Connectors Siebel Validated Integration WFM integrations (IEX TotalView, Verint Impact 360) Product Supportability Tools Support Center, TraceTraker Switch validations & certifications Avaya AES-TSAPI Mitel SDK 3.0 Nortel CS1000 Symposium 6 ShoreTel v7.5/v8.0/v8.1 Code defect resolution v6.6 is the most stable release to date

Post v6.6 Enhancements – cont’d Syntellect Call Recorder Integrated to CIM Support for TDM and IP switches Voice and screen recording Quality management (score cards) Support Center v1.0 Automates application of PRC updates to v6.6 and higher Released Feb. 12, 2009 Released Feb. 4, 2009

Customer Interaction Management v7.0 Support Center Phase 2 Full Product Rebranding and UI updates Server-Side CHIP Process (Product Integration) DSE Card Replacement Oracle 11g Tomcat, Apache, Java 1.6, SSL 3rd party upgrades Firebird DB Replacement Release Target July 2009

Outbound Communicator

Overview: Syntellect Outbound Communicator Automation of outbound campaigns Efficient call blending Maximize utilization of contact center agents Higher contact center efficiency and profitability

Syntellect Outbound Communicator Initial Feature Support Call Blending Predictive Dialing Automatic time-zone recognition Live Voice Detection Variable call pacing controls Database screen pops Call list import Call list exclusion and filters management Call Center integration Agent callback scheduling Skills based routing Release Target Early Q4-2009

Future: Syntellect Outbound Communicator Outbound IVR campaigns Campaign chaining System alert emails Granular dialing rules Multimedia support (email, SMS, etc.) Multitenant/partitioned support

CT ADE Development Platform

Overview: CT ADE – Development Platform Low-cost, high-density, high-availability carrier and service provider platform Rapid Application Development (RAD) toolkit Complete access to Dialogic telephony hardware/software interfaces Accelerates the development of voice and video communication solutions

Envox CT ADE 10 Enhancements Support for service oriented architectures and industry standards Media Resource Control Protocol (MRCP) 2.0 Extended SIP support Expanded communications modes Video messaging (through Dialogic HMP 3.0)‏ Support for asynchronous conferencing (CNF API)‏ Increases scalability of conferencing applications significantly (5X for one customer)‏ SMS through SS7’s GSM MAP

Envox CT ADE 10 Enhancements Extended IP telephony support (through Dialogic HMP 3.0) to support customer service and unified communications trends Secure IP calls using Secure Real Time Protocol (SRTP) or Transport Layer Security (TLS)‏ Improved IP density – 600+ channels/server H.263 video codec Support for Global Call in 3PCC mode Compatible with the latest speech technologies Nuance 9 Nuance RealSpeak 4.5 Software-based licensing option, continued support for hardware keys

CTI Middleware – Syntellect CT Connect

Overview: Syntellect CT Connect The industry standard for PBX integration CT Connect currently serves ~1 million agents worldwide Over 10,000 CT Connect licences sold worldwide More than 100 contact center solutions developed using CT Connect

Syntellect CT Connect 7.5 Support for Alcatel OmniPCX Enterprise v8.0 Support for Cisco Call Manager 6.0 Support for Mitel MN3300 via MiTAI SDK 3.0 Support for Ericson MX-ONE Product rebranding to Syntellect Release Target April 2009

Future: Syntellect CT Connect Release plans (under review) Updated switch support‏ Siemens HiPath 8000 Alcatel 9 including “XL flag” Cisco Call Manager 7 Enhance integration with Asterisk (SIP) Operating System support Virtual Server support (VM Ware ESX) Windows Server 2008 64 bit operating systems

CTI Integrations – Syntellect PhoneLink

Overview: PhoneLink Screen pop Click to dial Comprehensive statistics and logging Including information on ANI and DNIS One click new case creation Copy telephone numbers Integration with Work flow Wrap-up codes to allow work-flow definitions in Salesforce Ability to extend Syntellect PhoneLink Routing, IVR, OnDemand voice self-service So, what is Syntellect PhoneLink? Syntellect PhoneLink is a CTI application that when used in combination with Syntellect CT Connect adds Screen Pop and Click-to-Dial capabilities to contact centers using Salesforce. This leading CTI software provides “out of the box” connectivity with over 30 PBX and ACDs, including TDM, IP and hybrid models from Cisco, Avaya, Nortal, Siemens, Alcatel, Mitel, NEC and Genesys. So, you can add CI capabilities to your contact center while leveraging your exisiting infrastructure. Let’s take a look at how it works…

PhoneLink for Salesforce 2.2 Avaya – Multiple Line Appearances “Create Case” from soft phone SOSL pre-query Call logging configuration Custom wrap-up codes Released Feb. 12, 2009

Future: PhoneLink for Salesforce Salesforce.com new layout Integrate into the new web interface Increase integration capabilities for Salesforce’s System Integrators Integrate closer with Call Information Manager Increases screen-pop capabilities

PhoneLink for Siebel PhoneLink for Siebel 1.0 Released Feb. 26, 2009 CTI adapter for Siebel CRM Support for Avaya S8xxx PBX Replaces functionality of Oracle’s former CTI adapter Released Feb. 26, 2009

Future: PhoneLink for Siebel Additional switch support Nortel Siemens Alcatel Increase integration into Call Centers CIM integration

Thank you!