1. January 23-26, 2007 Ft. Lauderdale, Florida Leveraging Next Gen Collaborative Technologies to Make Unified Messaging a Reality Sanjeev Sawai Vice President, Research and Development Envox Worldwide

2. January 23-26, 2007 Ft. Lauderdale, Florida Agenda The Promise of Unified Communications Elements of a Solution The Productivity Model The Customer Contact Model New Flavors Discussion

3. Every day, millions of people experience Envox Voice Solutions When Completing Transactions When Communicating at Work When Providing Information By Phone When Calling Customer Service When Calling for Directory Assistance When Scheduling Appointments IP Mobility & Contact Center Solutions Platform & Development Software Professional Services

4. January 23-26, 2007 Ft. Lauderdale, Florida The Promise of Unified Communications ANYTIME, ANYWHERE INTELLIGENT COMMUNICATIONS Internal Employees Mobility Productivity Contact VoiceEmail Web Smart Phones Customers Reducing response time Server-based voice services Greater flexibility and mobility Optimizing customer contact Maximizing customer convenience Tightening the needs/skills match Service provider solutions to boost loyalty and drive revenue

5. January 23-26, 2007 Ft. Lauderdale, Florida Drivers Convergence of Internet and telephony Standards have become more robust and widely accepted (SIP, VoiceXML, Web services) Reduction of barriers between separate devices –PBX, email, CRM, Presence, etc… Telephony responsibility moving to IT Smart phones and device convergence Demanding mobile population MARKET OFFERINGS STILL FRAGMENTED

6. January 23-26, 2007 Ft. Lauderdale, Florida Elements of the Solution UNIFIED MESSAGING FIND ME/FOLLOW ME INTEGRATION SYSTEMS Enabling Technologies:  Speech  VoIP  Smart phones Systems:  PBX (IP, TDM, Hybrid)  Enterprise Applications  Contact Center Infrastructure  CRM  Presence Access Devices:  Telephone  Email  Fax  PDA  IM Standards:  SIP  Web services  VoiceXML INTELLIGENT MULTI-CHANNEL ROUTING

7. January 23-26, 2007 Ft. Lauderdale, Florida The Employee Productivity Model Customer Employee Database PBX & IP PBX Speech Attendant NET Office Phone SPEECH ATTENDANT  Speech-enabled automated attendant responds 24/7  Eliminates operator expenses

8. January 23-26, 2007 Ft. Lauderdale, Florida The Employee Productivity Model Customer Employee Device Data PBX & IP PBX Find Me Application NET Office Mobile SKYPE FIND ME/FOLLOW ME APPLICATION  Routing rules locate mobile workers wherever they are  Callers connected without delay, leading to better service & more efficient communication

9. January 23-26, 2007 Ft. Lauderdale, Florida The Employee Productivity Model Customer Employee Device Table PBX & IP PBX Unified Messaging NET UNIFIED MESSAGING  All messages accessible via all communication devices  Lowers response time  Server based voice mail more flexible than legacy solutions Employee Enterprise Email

10. January 23-26, 2007 Ft. Lauderdale, Florida The Customer Service Model Customer Uses Most Convenient Device Universal Queuing Application CRM, Call Data, Enterprise Apps Automated Responses & Self-Service Applications (IVR, etc…) Intelligent Multi-channel Routing CRM, Presence, Skills Table CTI Agent

11. January 23-26, 2007 Ft. Lauderdale, Florida Custom Business Communications Applications Look for voice intensive applications –Form Fillers –Access to CRM data Alerts to specialized personnel and instant conferencing for fast decision making & emergency response Service creation software and CTI middleware is the key

12. January 23-26, 2007 Ft. Lauderdale, Florida Newest Flavors Ayalogic –Call data leveraged for decision making –Pushing caller specific messages to people on hold VoiceSMS –Reading text messages to people with fixed line phones Video –Users can play American Idol and vote via graphic menu

13. January 23-26, 2007 Ft. Lauderdale, Florida Resources Download Envox development software at http://www.envox.com/getting- started/index.asp http://www.envox.com/getting- started/index.asp www.envox.com 508-898-2600 info@envox.com