9,825,461,087,64 10,91 6,00 0,00 8,00 Information and Communication Networks HiPath ProCenter Compact

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 2 Your Challenges Improving customer satisfaction Monitoring call handling teams and activities Increasing staff utilization Making informed decisions

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 3 HiPath ProCenter Compact Addresses Your Needs More Effective Management of Your Call Handling Groups Improve Call Distribution Strategies Enhance Productivity & Decision Making Drive Customer Satisfaction Simple to Install, Configure & Use

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 4 HiPath ProCenter Compact for Improved Information Access Monitor Real-Time Call Activity View Historical Reporting Provide Wallboard Views HiPath ProCenter Compact - a simple yet effective way to improve the management of your call handling teams with monitoring, tracking and reporting tools

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 5 ProCenter Compact Supervisor – Real-time Monitoring Real-time tracking and monitoring of call handling activity and performance across multiple groups Monitor - Call Traffic Distribution Calls in Queue Wait Times Service Levels Abandon Rates User (Agent) Status Configure alerts Log in users Real-Time Feedback to Call Handlers via Wallboard Views

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 6 HiPath ProCenter Compact – Historical Reporting  Flexible and easily customizable historical reports provides managers with valuable information for informed decision making  Quickly and easily create reports using the Report Wizard  Reports by User Group Queue  8 standard report templates  Export raw data to text files

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 7 HiPath ProCenter Compact – Standard Reports User Summary - provides a profile on calls offered to individual users. User Performance - provides a breakdown of time spent in various activities by individual users. User Resolution - provides a high-level profile of final call dispositions for contacts received by individual users. Group Summary – provides a summary of calls received for a group. Group Detail - summarizes how calls were handled by a group. Group Answered Contact Profile - shows details on wait times for calls handled by a group. Group Abandoned Contact Profile - details on calls to a group that were abandoned by the customer before being answered. Call Number - provides a summary of activities on particular dialed numbers. 8 customizable report templates are included:

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 8 Monitor – Real-time availability status of any user Current status of calls in queue, wait times, service levels by queue Display – Real-time call handling statistics via wallboards HiPath ProCenter Compact – User Feedback

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 9 Connect HiPath ProCenter Compact via Stand-Alone PC V.24 Interface HiPath ProCenter Compact HiPath 3000 with UCD HiPath ProCenter Compact – Simple to Install, Configure and Use Connect HiPath ProCenter Compact via Ethernet LAN OR

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 10 HiPath ProCenter Compact – Improve Call Distribution Strategies Track and Monitor Call Handling Performance Across Multiple Groups Real-time Monitoring Historical Reporting Optimize the Uniform Call Distribution provided by the HiPath 3000 Ensure even distribution of calls Reduce call wait times Maximize the Performance of Call Handling Teams Service and Support Groups Sales Teams Help Desk Order Entry HiPath ProCenter Compact Caller HiPath 3000 with UCD

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 11 HiPath ProCenter Compact – Enhance Decision Making Identify – What types of calls are generating the most traffic ? What are the incoming call volume patterns over time ? What percentage of users’ time is spent handling calls ? Analyze – The call handling performance of users, groups or teams Patterns influencing call handling performance, such as Hold Time Wait Time Talk Time Abandon Rate The activity associated with particular incoming numbers, advertising campaigns or service bureau clients

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 12 HiPath ProCenter Compact – Drive Customer Satisfaction Gain Insight – How can call distribution strategies be improved ? How does a change in staffing levels or schedules impact performance and productivity ? How can answering service level targets be achieved ?

9,825,461,087,64 10,91 6,00 0,00 8,00 The Leader in Real-time Communications page 13 HiPath ProCenter Compact More Effective Management of Your Call Handling Groups Improve Call Distribution Strategies Enhance Productivity & Decision Making Drive Customer Satisfaction Simple to Install, Configure & Use

9,825,461,087,64 10,91 6,00 0,00 8,00 Information and Communication Networks HiPath ProCenter Compact