© OpenSpan Inc Workforce Optimization Strategies Francis Carden - Founder, OpenSpan

The Customer Service Conundr um Constantly improve customer service : Increase customer satisfaction Reduce AHT Improve first call resolution Better data accuracy 100% compliance More up-selling revenue …with Increasingly Complex Desktop Environment Silo’s of un-integrated applications Repetitive manual processes Applications that don’t support today’s business needs 3

…with Less IT Budget Available to Help 4 “Forrester Research Forecasts Significant Drop in IT Spending” – BNET article “ IT Spending to Slow in 2008 ” – PC World “Corporate IT Spending Goes Negative” – 2008 ChangeWave survey “IDC forecasts IT spending slowdown in 2008” – Network World article “Survey: IT spending set for slowdown in Q2” – InfoWorld article (2008)

Workforce Optimization Strategies 5 Speed Access to Customer Data Automate Manual Processes Extend Existing Applications Optimize User Interfaces Expose More Processes to Self Service

OpenSpan - Optimizing the Agent Desktop 6

Live Demonstration Interrogate applications Create workflow to pass data from a Windows application to a Web Application Integrate a legacy Windows application with a Web Service Building integrations and automations WS

Real World Successes Large US Wireless Service Provider –Reduction of AHT by 42% and increased FCR rate from 60% to 90% Contact Center Outsourcer –Reduced AHT by 53 seconds; reduced training time for new CSR’s; reduced CSR turnover; eliminated performance and compliance penalties Large Insurance Provider –1,200 agent deployment with a reduction from 35 to 12 minutes for quote/bidding Global Mobile Telco Provider –17 seconds AHT savings delivered to 16,000 agents within 4 months Healthcare Supply Chain –Deployed within 120 days; CSR efficiency improved by 30%

Summary You can optimize productivity and improve customer service by: Speeding access to customer data Focusing on enhancements to User Interfaces Automating time-consuming manual processes Extending, not replacing your applications Exposing more of your business processes to customer self service All without significantly impacting IT budget or resources 9

About OpenSpan Headquartered in Alpharetta, GA, USA Software deployed to solve highly complex integration and automation challenges in highly demanding production environments Customers include 6 of Fortune 100 –5 of top 40 global Telco providers –5 of top 100 largest Global Banking and Diversified Financial providers Key partners include: –Microsoft, Accenture, Avanade, Aspect Software, Infosys Awards and recognition –SIIA CODiE Award for Software Newcomer of the Year 2008 –Redmond Magazine Editor’s Choice Award 2008 –CIS Magazine Product of the Year –Gartner Cool Vendor Award Investors include: –Matrix Partners, Sigma Partners, FTVentures, Globespan Capital Partners

11 Thank You Francis Carden