October 10-13, 2006 San Diego Convention Center, San Diego California Trends in the Next-Generation Contact Centers Automated Customer Contact Solutions Balaji Sundara Director, Product Management

October 10-13, 2006 San Diego California Agenda Converged Business Transactions Web Services and SOA Virtualization in Contact Centers Automated Customer Contact

October 10-13, 2006 San Diego California Converged Business Transactions Customers and Companies demand Communication Services –Increase Customer Retention –Better and Faster Customer Service –Decrease Human Latency –Eliminate Transaction Errors –Simplicity, Uniformity and Productivity Reduce Complexity Challenges –More Devices = More Complexity –Converged Anytime, Anywhere Access = Competitive Advantage –Deliver the right message to the right person at the right time on the right device.

October 10-13, 2006 San Diego California SOA for Contact Centers Hosted/ASP Infrastructure On-Demand Virtual ACD Automated Messaging Web based Web Services Business Applications Collections Customer Service Customer Retention Customer Acquisition Communication Services Self Service Alerts Notification Speech Voice Web Proactive Contact

October 10-13, 2006 San Diego California Business Solutions Demand Loyalty Program Enrollment Drive-to-Retail Cross-sell / Upsell / Upgrade Contract Renewal Promotion reminder Customer Loyalty/ Retention Welcome Message Activation Reminder Trial conversion Customer Acquisition Collections/ Winback Payment Reminder Late Stage Collection Pay-as-you-go Refill Win back Offer Customer Service Schedule/confirm delivery, service appt Notification on outage, emergency Change in Bill Format Update Credit Card Info Satisfaction Survey Warranty renewal Fraud Automated Voice Messaging

October 10-13, 2006 San Diego California Call Center Today –Reaching customers takes days or weeks –Can’t automatically right party verify –Low percentage of time an agent reaches a live person Customers Agents PBX/ ACD Outbound Inbound Outbound Traditional Dialer Limited capacity Limited AMD Outbound Calls Sent Based on Fixed Capacity Customers Are Manually Qualified, Low Volumes

October 10-13, 2006 San Diego California Outbound Hosted Automated Messaging Customers Agents Hosted System Sends Thousands of Outbound Calls…...Creating Hundreds of Qualified Inbound Customers (Right Party Verified) PBX/ ACD Agents can now focus on Qualified Inbound Customers… … Reducing the amount of agents needed for Outbound Calls Inbound Hosted Agent Web based OnDemand Solution Unlimited capacity/ bursting Web based Self Service Web based Reports Inbound –Reaching customers takes hours –Automatically verifies the caller is the right party –Agents now focus on qualified inbound customers Hosted Agent

October 10-13, 2006 San Diego California Virtualization in Contact Centers OUTBOUND/AGENT ASSISTED CAMPAIGN CENTER Develop, manage and run campaign REPORT CENTER “Real-time”web- based reporting Secure OnDEMAND WEB INTERFACE SECURE DATA INTEGRATION INTERFACE CONTACT DATABASE Create and manage lists AutoManage VIRTUAL ACD OUTBOUND/AGENT ASSISTED BLENDED OUTBOUND/INBOUND INBOUND /TEXT MESSAGING ALERTS/NOTIFICATIONS Anywhere, Anytime, Any media Call Center COMMUNICATIONS GATEWAY Telephony Infrastructure

October 10-13, 2006 San Diego California Investing in the Future Messaging solutions & optimization –Expanded/Enhanced messaging channels – IM, Video –Predictive Analytics and Call Analytics –Agent and Customer Presence Web Services for Automated Messaging –Person-to-Person and Application-to-Application interaction –Application-to-Person and Person-to-Application interaction –Profitable business model for Customer Contact Infrastructure –Unlimited capacity – Enterprise, Offshore or Remote Agents –Disaster Recovery – anytime, anywhere access

October 10-13, 2006 San Diego California Contact: Balaji Sundara Director, Product Management SOUNDBITE Automated Customer Contact Solutions