2. Trends in Enterprise VoIP VoIP as a catalyst for enhanced Business Services

3. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com – Transition Experts Over 6 years in business - 100% customer retention! Directly engaged in transition from TDM to VoIP- based Call Centers at >100 large enterprises Over 1 Billion calls annually via our VoIP solutions Our customers are world leaders in customer service from Telecom, Healthcare, Banking, Utilities, Insurance, Transportation, and Entertainment, including more than 20 companies from the Fortune 500. 100% customer reference-ability 3

4. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com 4 The Crystal Ball … “When you predict the future, expect to be wrong.”

5. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com VoIP in Transition … Enterprises are migrating to VoIP –Upgrade vs. “Forklifts” –Melding traditional telephony w/ VoIP features –Moving business-critical processes/applications to VoIP –The “Chicken or the egg?” scenario of Switch vs. Application –Business vs. $’s drivers Enterprises are continuously in Transition … 5

6. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Sensible migration … Vendors roadmaps and products are biased to continuous upgrade / new product paths … Enterprises are wary of new technologies and processes (… the “been burnt before” syndrome) Business drivers usually trump “technology for technologies’ sake.” The “5 – 9’s principle” … aka: “there’s always dial tone!” Legacy workhorses vs. Next Generation promises 6

7. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com The telephone paradigm … The desk phone and, to a lesser extent, the mobile are inherently single-modal devices The basic functions and usage of the telephone has not changed dramatically in 100+ years Previous technologies (pre-VoIP) have tried and failed: –ISDN –Video Phones –PSTN phones with HTML or XML capability VoIP needs to (and will!) transcend the phone … 7

8. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Paradigm shift - Convergence Convergence can play a key role - computer, phone, mobile device will blur together onto the “application layer” Multiple devices driven by comfort and use-ability in any communication … all acting as the DATA & VOICE (information) conduit to enhance the experience! 8

9. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Paradigm shift - Blending Customer and business communication will be driven by what is required by the situation (multi- modal / blended interactions) –Phone –Fax –SMS / text –Web / WML / push –Customer Service Rep –Self-Service (IVR) –Future services / applications ??? 9

10. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com Paradigm shift - Presence Presence (like IM, but across modalities) can reduce missed calls/opportunities and increase Business and Customer satisfaction Voicemail and dialers may become artifacts of a non-Presence based past … 10

11. January 23-25, 2008 Miami Beach Convention Center Miami, Florida USA www.ITEXPO.com … towards the future! VoIP is many things to many enterprises … Applications (driven from Customer and/or Business requirements) will continue to push the envelope! Blended legacy/TDM and VoIP systems/services can help ease “forklift” requirements Application and process analysis and improvement will help build your “enterprise roadmap” based on you readiness and capability … not Vendor planned obsolescence … 11