1. 1 PakNetX What is an Internet ACD? Spring 98 VON Conference Bruce Allen, President and CEO PakNetX Corporation www.PakNetX.com

2. 2 Outline l VON perspective l The POTS ACD l The Internet ACD l A solution for the long term

3. 3 VON Today - a Perspective l This is the year of the Gateway (POTS - IP) l Voice (only) on the net is just cheap long distance –Wake up call for legacy telecom network –Short term arbitrage opportunity l Most VON phones and gateways are proprietary –Cannot interoperate with other brands –Limited to audio only

4. 4 The Future of VON is MON l Phones and gateways will interoperate – H.323/T.120 protocol standards l The real value of Internet for telephony is in multimedia phone calls –Hard to do video and data collaboration over phone network-- needs rigid ISDN –MM Internet Telephony is inexpensive and available l VON becomes MON (Media calls On the Net)

5. 5 The Internet for Customer Contact l Web browsing is Man to machine, like a rich media Interactive Voice Response (IVR) l Certain applications require immediate person- to-person communication l New, MON products make person-to-person phone calls rich in media like the Web l Today, voice call centers use an Automatic Call Distributor (ACD) to manage incoming calls

6. 6 What Does a POTS ACD do? l Matches customer needs to agent capability and availability l Performs call routing –Queues/ switches (distributes) call to agent l Caller dials lead number l ACD hides agent extension numbers from caller –Provides agent features (hold, transfer, conference) –Provides supervisor features (monitor/ barge-in) –Provides music on hold or IVR –Provides agent usage statistics to Supervisor l Uses a single caller phone line

7. 7 What More Must and Internet ACD do? l Internet security- H.323/T.120 firewall l Act as directory service l Hide and re-map agent’s IP addresses l Accept Web initiated “Call Me” requests l Accept direct Internet phone calls

8. 8 “Call Around”- very limited Internet Agent Customer “Call Around” Controller Only “click to call Me” No direct phone call No security or firewall No directory or mapping No transfer or hold No conference, barge in No call tracking No media on hold or IMR Control Data

9. 9 Introducing PNX™ ACD l First Internet ACD to manage audio, video, and data as a traditional phone call l Provides MON functionality l PakNetX PNX™ ACD is a software solution l Meets long term Internet needs “The only ACD for your Internet Call Center”

10. 10 Switched- Full ACD Function Internet Agent Customer PNX™ ACD Allows “click to call Me” and direct phone calls All agent and Supervisor features Full LAN security Processes and filters TCP/IP, H.323, T.120 Control and Data Supervisor Provides all voice ACD functions and adds MON

11. 11 Internet Web Server (Optional) Agent Customer Supervisor PNX™ ACD - Standalone Configuration PNX™ ACD Control Data

12. 12 PNX™ ACD Features l Switch architecture, not bypass or call back –All data streams and protocols switched and processed –Performs call processing –Functions as a standalone ACD, provides traditional ACD features –Enables integration with existing call center components l Integrated H.323/ T.120 firewall proxy l Standards-based H.323 IP phone support (E.G. NetMeeting, Intel IBVC) –Audio, data, video capable –Data includes white board, application sharing, browser sharing, FTP, chat l H.323 IP phone or browser initiated calls l Agents are exclusively IP connected, location independence

13. 13 Call Center Vendors Audio (TDM) Call Processing and Switching Internet (Packet) Call Processing and switching PakNetX Aspect, Lucent, NorTel, Rockwell, Siemens, etc. “UnPBXes” Yes No “Click to Call Me” vendors: Bypass Call Around Call Through POTS gateway vendors

14. 14 Future Directions l Adoption/ use of Internet’s rich media continues l Telephony traffic migrates towards IP l People will still require human contact l Market direction mandates PNX™ ACD solution PakNetX delivers PNX™ ACD today

15. 15 Summary: PNX™ ACD : The industry’s first Internet call center technology to handle audio, video and data as one contact, offering a new level of personalized, interactive customer service over the web.