iPECS CCS PRODUCT INTRODUCTION

1. iPECS CCSPRODUCT INTRODUCTION ES) Marketing Team Dec. 21, 2012

2. INDEX > MARKET TRENDS > iPECS PACAKGE OVERVIEW > IPECS CCS OPTIONAL MODULES > VALUE PROPOSITIONS > ORDERING INFORMATION > DEPLOYMENT

3. MARKET TRENDS

4. MARKET TRENDS 9.8 % 82.4 % CAGR Market Share IP Agent shipment = Asia/Pacific + W/E + N/A 551,631 350,278 1,670,560 2,297,206 69.7 % -3.1 % CAGR Market Share = Avaya + ALU + Cisco End User Price

5. CONTACT CENTER KEY TRENDS <Customer preferences in CC> * OVUM / 2012 Trends to Watch: Contact Centers / 2011.12 MZA, 2012

6. WHAT IS iPECS CCS? • iPECS Contact Center Suite: Ericsson-LG’s multi-channel IP Contact Center solutions package best integrated with iPECS Platforms • Combining and applying customer needs and market trends to iPECS CCS • Flexible modular architecture for easy deployment and usage • Comprehensive all-in-one solution • Multiple channels and media including Social media for smart customer service

7. WHY iPECS CCS? • Ericsson-LGbranded IP Contact Center Solution • Seamless and tighter integration with iPECS-LIK & CM • Constant development path for iPECS CCS by Ericsson-LG • Valuable packaging with other Ericsson-LG applications • Best suite for small & medium-sized Contact Center • Cost effective bundles for basic contact center with iPECS Platforms • Easy installation and operation with intuitive and simple functions • Benefits of All Software solution • Software based media processing through SIP • No PSTN media interface card • Next generation Singlemulti-media solution • Email, Voice Mail, Fax, Web chat • Social interface – Twitter, Facebook • Multi-Media Outbound Tele-Marketing

8. iPECS CCS PACKAGE OVERVIEW

9. COMPONENTS • iPECS CCS consists of basic packages and modularized options for special functions. • Basic package • CCS Q: Multi-channel Inbound CC • CCS Desk: Agent’s Desktop Software • CCS Report : Monitoring and report • Optional modules • CCS Call – Multi-Media Outbound CC • CCS Chat – Web chat & instant messaging clients • CCS Social – Social Networking with Twitter and Facebook • CCS IVR – Interactive Voice Response • CCS Record – Voice Recording • CCS SMS – SMS Server(TBD) Basic Package Optional Modules

10. BASIC CONFIGURATION • Single site, single server Optional modules iPECS-LIK / CM CCS Server * Provided by customers CRM Server* Microsoft SQL Server* FAX Server* PSTN Basic CCS Q CCS Report CCS Desk TAPI IP HMP/SIP Agent CCS Desk Client Supervisor CCS Administrator Dashboard Agent/Supervisor Phone: SLT/LDP/LIP

11. iPECS CCS DESK • Powerful agent desktop user interface client to control telephony and provide advanced service management and business efficiency with CRM interface • Easy and intuitive user interface • Contact information screen pop up • A single client to view and control telephone, calendar, presence, IM, SMS/Text, contacts • Dag and drop call control • Built-in CRM integration interface or API for 3rd party database/CRM • View call and messaging history

12. iPECS CCS REPORT • A business intelligent that deliver historic and real time information on business communication, supporting better business analysis and decision making • Web based tool • SQL database and reporting architecture • Over 130 powerful reports for CC system performance, service levels, grades of service and agent/team evaluation • Integration with CRM/DB • Automatic scheduling of reports to print, email or file(CSV, PDF, Excel) iPECS CCS Q CCS Report Server CCS Report Web Agent Q Campaign TAPI ODBC Export to PDF document SQL Server One Server

13. iPECS CCS REPORT • Business Intelligent Dashboard • Dashboard and alert management • User configurable • Desktop or web browser based for operation anywhere • Figure, grid, bar, pie, speedo, real time graphs • Alert by sound, color and email • Others • Playback of optional CCS Record • Budgeting & cost control management

14. iPECS CCS Q • The core of affordable full IP Contact Center Suite for professional customer service and inbound contact management & reporting. • Powerful ACD and Skills Based Routing with variable announcement management options • Unlimited queues (up to 9,999) • Unlimited agents per queue • Announcements & Hold music per queue • Scheduling and overflow • Remote & Multi-site support • Emergency mode • Powerful CCS Add-ons • Multi-media & Social Network options

15. iPECS CCS Q • iPECS CCS Q provides call flow design tool for easy setting of the general deployment process • Set the rules and best practices and let CCS Q do the rest. Skills based routing, powerful overflow rules, automated options for callers. • Call Flow Designer • Simple drag and drop tool for designing the call flows for the business • Makes changes anytime without needing to learn complex software and rules 1. Create call-flow in CFD (or load pre-created ones) 2. Generate spreadsheets with auto entered settings to facilitate project meeting with customer 4. Re-import back into Designer tool 3. Customer provides desired queue and agents names and any other specific information such as overflow times etc.

16. iPECS CCS Q ADD-ONs Web Call-back Fax Facebook Call CCS Q Handles multimedia calls and distributes by skill to agents • iPECS CCS Q supports multi-media and Social Network options as well was powerful optional Add-On modules. Email Twitter WebChat Tele-Marketing Campaign Sales Service Social Media Sales callback in queue Service callback in queue Sales & Service queue overflows

17. iPECS CCS Q ADD-ONs • Call-back in Queue • When high abandoned rate due to long wait time or not enough agents • Customers leave the call back information : return number, voice mail or CLID(default) • ACD/Skill based call routing to an available outbound agent with the same position in the queue while the callers need no longer wait • Advanced features are needed as like CLID indication, Speech recognition, CCS IVR 1) 1)’ 2) Call to CC Inbound queue I/B agent 3)’ Press 9 to leave a Call-back 3) 5) Enter Call-back no., leave a VM or disconnect 4) Call back queue O/B agent 4)

18. iPECS CCS Q ADD-ONs • Web Call Back • Leave the customer information via web site to call back • Left information is saved in Database server(SQL DB). • iPECS CCS Q will find a new web-callback and assign to available agent. • SQL DB Items : ID, Source, StartTime, QueueID, Notes, Type, Status, Phone, Name, Company • Agent can see the previous web page that the customer visited. CCS Agent Web Server CCS Server CCS Web gateway www 2 3 5 1 CCS Q 4 Database Server • Customer must develop integration between website and CCS Desk Web Gateway • HTML source code is provided

19. iPECS CCS Q ADD-ONs • E-mail, Fax and Voice Mail Queuing • iPECS CCS Q handle inbound multi-media including e-mail, Fax and Voice Mail as like voice calls in queues and route to the best available agent • CCS Q retrieve the mail(make copies) from the e-mail server and forwards it to outgoing server to available agent. • Agent will receive the mail with each message. External mail server or Fax Server E-mail or Fax 1. A new e-mail arrives into an inbox that is being monitored by CCS Q 2. CCS Q creates exact copies of any new e-mails to be queued. The original messages are marked as read and can be kept/deleted. Incoming mail server They can be the same machine CCS Q CCS Server 3. The e-mails are forwarded to the next available agent’s inbox. Outgoing mail server Available Agents * Requires Fax server that converts incoming fax to mail

20. iPECS CCS Q ADD-ONs • E-mail, Fax and Voice Mail Queuing • Supported inbound Email Server protocols: • IMAP • Microsoft Exchange (2007/2010/Online Web Services) • Additional CCS Requirements: • Agents must have their own email address and email client application. • CCS Desk agents must be configured with the correct email addresses. • SMTP Server available to forward the email to agents. • SMTP Server must accept basic text authentication.

21. iPECS CCS OPTIONAL MODULES

22. iPECS CCS CHAT • iPECS CCS Chat provide customers with the superlative service by enabling Instant Messageand Web Chat Instant Messaging and link your website to your sales and support team. • Multi-media queue supported with CCS Q • Similar lookup with messenger • Needed IIS(Internet Information Service) • Greeting message limit: Max 100 characters • Can be integrated with Microsoft OCS or other CRM. • Transfer current chat request to others 4 www 2 3 1 CCS Q Web Server CCS Chat receives chat request Communicates to find an agent CCS Server 5 CCS Chat CCS Agent CCS Q notifies the available agent Web chat session is established 6 * HTML source code is provided

23. iPECS CCS SOCIAL • Social Media contact center integration: Facebook and Twitter • Enable contact management for Twitter users via Call back and Facebook • Get real-time Social Media marketing statistics and trends when measuring your Twitter and Facebook response • Skills-Based Routing for all social Media requests or posts • Conditions • Agent should have its email address and it should be configured in CCS DESK administration. • Separated window service is operated to support Twitter • Mail Server: IMAP(In)/SMTP(Out)

24. iPECS CCS SOCIAL(TWITTER) • Twitter Call-Back management • Twitter call back request is supported by CCS Q Agent • Proper Tag should be used for call back: “Call!” • The full message sent by twitter user is displayed on agent CCS Desk • Must have Twitter account and authorize CCS Callback application to access the account www Twitter Callback Service 2 3 1 CCS Q CCS Agent 2. The Twitter call back service pulls the tweet and creates a callback request for CCS Q as per Web Call-back 1. A new mentions the Twitter account that is monitored by CCS Q CCS Server 3. CCS Q forwards the call-back request to the available agent Database Server

25. iPECS CCS SOCIAL (FACEBOOK) • Facebook Call-Back management • Facebook integration is as per Inbound Email Queue Management. • Agent must be allowed to reply Facebook email on behalf of the registered user. 1. A Wall Post / Comment / etc. is made on the Facebook account or page that is monitored by CCS Q 4. The next available agent receives the Facebook notification email and is able to reply to that message to post 2. Facebook sends notification via e-mail Mail Server 2 4 1 www CCS Agent 3. E-mail is received into the inbox monitored by CCS Q. As per Email queuing, CCSQ forwards the email message to the available agent 3 CCS Q CCS Server

26. iPECS CCS CALL • iPECS CCS Call is the IPmulti-media outbound contact center solution to provides affordable professional telemarketing & outbound management with reporting solutions for all business. • Load campaign data from ODBC or directly from selected CRMs • Skills Based Routing • Unlimited campaigns • Unlimited queues (up to 9999) • Unlimited agents per queue • Completion Codes • Automatic and scheduled retry • Campaign expiry date and scheduling • Built-in CRM integration for list retrieval • Historical reporting & Dashboard

27. iPECS CCS CALL • iPECS CCS offers a variety of selection for campaign modes • Preview (single dial or multi-call mode) mode • Progressive mode • Pre-emptive mode • OutCall mode • Adaptive & fixed anticipation thresholds • Reporting with CCS Report • Agent Productivity, Campaign Performance, Disposition Codes, etc • Historical & Real-time • On-demand or Scheduled Delivery • Business Intelligence Dashboard • CCS Report API for integration with CRM

28. iPECS CCS CALL • iPECS CCS Call: Preview & Progressive Modes CRM or Customer Database Agent receives next CCS Call outbound campaign notification CRM screen pops Calls loaded into CCS Call Campaigns Agent press dial button (Preview) ---------------- Timer expires (Progressive) Outbound Call is made Completion code entered Call is completed Outbound call is made Disposition Code entered Call is Completed

29. iPECS CCS CALL CRM or Customer Database • iPECS CCS Call: Pre-emptive Modes System Automatic Completion Outbound Call is made ‘Negative’Calls Transferred to Agent Calls loaded into CCS Call Campaigns ‘Positive’ Calls

30. iPECS CCS CALL • iPECS CCS Call: OutCall Modes CRM or Customer Database Outbound Call is made Answering Machines ‘Negative’ Calls Transferred to AA (or IVR)for recorded message 1 & completion System Automatic Completion Person Transferred to AA (or IVR)for recorded message 2 & completion Calls loaded into CCS Call Campaigns

31. iPECS CCS CALL • iPECS CCS Call with CCS Q • Seamless blending between inbound & outbound • No need a separate set of agents for inbound & outbound • No need to log out from CCS Q queues to work on CCS Call campaigns. • HMP ports can be shared between CCS Q and CCS Call. • Screen • Campaign & agent monitoring for supervisor • After Call: agent must choose completion code • CRM screen pop when CCS Call Outbound Campaign call is assigned to agent. Button to dial the number is available

32. iPECS CCS IVR • Intelligent IVR(Interactive Voice Response) and work flow design • Offer your customers automated self-services without operator involvement • Taking care of transactions and services without personal interaction. • Customer DB or CRM integration, SQL Database architecture • iPECS CCS IVR with iPECS CCS Q • CCS Q and CCS IVR can seamlessly blend together • HMP ports can be shared between CCS Q and CCS IVR • Send a call from CCS IVR to CCS Q • Customer identification • Account verification • Send a call from CCS Q to CCS IVR • Payment • Customer survey

33. iPECS CCS IVR • CCS IVR Script Designer • Scenario using scripts based IVR • Drag & Drop supported • Easy to understand with ICON • Say, Ask number, Record, Make / Hang up call, DB integration, Email, Timer control, Integrated with CCS Q, control payment and ETC. Email Jump Script Timer Stops Timer Starts Transfer to CCS Q Say Record Ask Number IF expression Assign Variable Make New Call Database Result With Row Multi Step Launcher Make Call <Script Designer Icons Sample>

34. switch switch iPECS CCS RECORDS • iPECS CCS voice recording module USB 2.0 NIC iPECS-LIK/CM CCS Report Server PSTN CCS Q Server One Server • Trunk Recording • BRI / PRI CCS Record Server IP Ethernet switch with mirroring SIP Trunk • MP3 or Wav format • Business Rules Processing & File Naming • BRI, PRI and SIP Trunk Recording • Record all or Record on Demand • Playback via CCS Report • Encrypted recording (3DES) • Export to WMA format • Virtual Server is not supported IP phone CCS Desk CCS Agent * It cannot be played CCS Desk with current version.

35. VALUE PROPOSITIONS

36. ERICSSON-LG BRANDED • iPECS CCS provides the benefits of ONE VENDOR SOLUTIONS from Ericsson-LG • Seamless and tighter integration with iPECS Call Platforms • Valuable packaging with other Ericsson-LG’s applications: IPCR, iPECS Attendant, UCS and iPECS Communicator • Technical support from Ericsson-LG’s valuable partners • Constant and long term development for the future

37. SINGLE, ALL-IN-ONE • MULTI-CHANNEL ALL-IN-ONE SOLUTION • iPECS CCS enables you provide smart customer service enabling customers to communicate what they want to use • Managing telephone, E-mails, faxes, SMS, web call back, call-back in queue, Web chat, Social Networking • Different rules for each media or channel • SINGLE SERVER SOLUTION FOR MULTI-FUNCTIONS • Virtual server support for multi-functional servers • Agent use the same iPECS CCS DESK agent for multi-media call handling

38. COST CONTROL • INVESTMENT & CAPEX EFFICIENT • Modular architecture for flexible, scalable and cost effective configuration based on the requirement • Cost effective bundles for initial installation • Easy addition of modularized functions in options • Using HMP(Host Media Processing), no dialogic card • No additional server for deploying service cards • OPEX REDUCTION • Less maintenance with no hardware and less servers • Self service automation reduces bottom line cost for contact center operating

39. SIMPLE & EASY TO USE • SIMPLY SET UP BUSINESS & CALL PROCESS • CFD(Call Flow Design) for business process set up • Provide pre-defined best practice Call Flow Sample • Simple drag and drop tool • Real time changes without needing to learn complex administration or script • Company can develop its own templates • Web based translation portal • Alerts approved translators when new phrases are added • Creates language DLL • Built-in CRM integration with well-known solutions: • Salesforce.com, Goldmine, HEAT, ACT!, MS Dynamic, MS Outlook, etc

40. NEXT GENERATION CUSTOMER CONTACT • Combining various users contacts and experience into contact center help deliver an exceptional customer satisfaction • Enable consistent cross-channel communications • Social Network Solution support • Most popular media, Twitter and Facebook • CRM integration for better service for customers and business integration • Expert contact levering Unified Communications Solutions • Increase productivity and improve customer service by providing first contact resolution

41. VARIOUS DEPLOYMENT • VIRTUAL CONTACT CENTER DUE THE ARCHITECTURE • Multi-site contact center networking with CCS Server located at a single site • Easier to set up large geographically dispersed operations • Simpler to maintain real-time control over regionally • FLEXIBLE REMOTE WORKING SUPPORT • Set up contact center agents to work from home (or on the move) via IP • Ability to recruit from a larger labor pool • Extend opening hours • Reduce operating costs and office space • Reduce attrition and absenteeism CCS Server CCS Server IP

42. ORDERING INFORMATION

43. SALES ITEMS - BASIC

44. SALES ITEMS - OPTION

45. SALES ITEMS - OPTION > Trunk Recording

46. LICENSE(LIK) • Distributors can get the license by email before the launch of new licensing system • Can make CCS Configuration data file through CCS Quote 4.1. Install CCS lockkey Customer 0. Get configuration file through CCS Quote 4.2. Install CCS with package code Distributor • 1-1. Send email with • configuration data file • system S/W serial number(LIK) • or system ID(CM) • 3. Send email with • CCS lockkey • Package code 5. Request license 2-1. request CCS lockkey 1-3. Package code R&D AM 2-2. CCS lockkey Mail Server License Server Web service OM LG-Ericsson 1-2. Send email with configuration data file 6. licensing

47. LICENSE(CM) Distributors can get the license by email before the launch of new licensing system CCS Configuration data file through CCS Quote 5.1. Put System lockkey Customer 0. Get configuration file through CCS Quote 1. Download System License through Portal (LOCK.DAT) 5.2. Install CCS with package code Distributor 2. Send email with 1) configuration data file 2) system ID 3) LOCK.DAT • 4. Send email with • LOCK.DAT • CCS Package code 6. Request license 2. Update LOCK.DAT for CCS system license AM 3-2. CCS Package code CCS License Server Web service 3-1. Register Configuration File 7. licensing

48. DEPLOYMENT

49. Recommended H/W • CCS Package • Additional Requirements: • IIS installed with every features enabled • SMTP Server for report delivery via email • SMDR enabled on the PBX • Server must be compatible with PABX TSP software

50. Recommended H/W • CCS Report • Additional Requirements: • IIS installed with every features enabled • SMTP Server for report delivery via email • SMDR enabled on the PBX