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February 2-4, 2009 Miami Conference Center, Miami, Florida

February 2-4, 2009 Miami Conference Center, Miami, Florida. February 2-4, 2009 Miami Conference Center, Miami, Florida. Making Technology Choices For The Contact Center. Options and Alternatives. Introduction To UC…Panel Participants. Miami Conference Center, Miami, Florida. Panelists

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February 2-4, 2009 Miami Conference Center, Miami, Florida

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  1. February 2-4, 2009 Miami Conference Center, Miami, Florida

  2. February 2-4, 2009 Miami Conference Center, Miami, Florida Making Technology Choices For The Contact Center Options and Alternatives

  3. Introduction To UC…Panel Participants Miami Conference Center, Miami, Florida Panelists • Marisa Viveros, Global Leader for Converged Communication Services, IBM • Jeff Dworkin, Enterprise Marketing Manager, Dialogic Corp. • Andre Angel, CEO / President, NTR Global NA Moderator • Mark Ricca, Partner, IntelliCom Analytics

  4. Panel Session Agenda Miami Conference Center, Miami, Florida Key Points To Be Addressed • Definition of a Modern Contact Center (CC) • Industry Size and Forecast • CC Market Drivers, Opportunities & Challenges • CC Technology Trends, Options and Alternatives • SAAS  Multimedia  VoIP • CRM  Video  WFM • Predictive Dialing  QM CTI • Skills-Based-Routing • Guidance For End Users Q&A

  5. Contact Center Profiled Miami Conference Center, Miami, Florida Contact Center -- Defined • An integrated technology platform comprising application software and, agent / supervisor terminals that is designed to automatically answer and intelligently distribute incoming calls without going through an attendant • Contact Centers are aimed at optimizing incoming call processing in environments where there are typically more incoming lines than agents to answer them • Properly designed and managed Contact Centers can enhance customer service, improve productivity, reduce inefficiencies and latency Typical Contact Center Elements • Platform Variations: Stand-Alone CPE, Integrated CPE, Hosted • Applications: Voice, Database, CTI, Video, Announcement, Web-Chat • Messaging: Email, IM, Voice-Mail, SMS • Terminals: Agent, Supervisor • Monitoring & Management: Recording, Retrieval, WFM, QM • Presence: Status, Skills, Preferences • Performance Reports: Routine, On-Demand, Ad-Hoc

  6. Miami Conference Center, Miami, Florida Contact Center Application Spending North America, 2005 - 2012 $B $4.0 • Application Forecast Includes: • IVR • Self Service • Outbound Dialing • ACD • CTI • WFM/QM CAGR = 6.4% 3.4 $3.5 3.28 3.12 2.81 $3.0 2.7 2.48 $2.5 2.35 2.2 $2.0 $1.5 $1.0 $.5 $0 2005 2006 2007 2008 2009 2010 2011 2012 Source: IntelliCom Primary Research

  7. Miami Conference Center, Miami, Florida Contact Center Outsourced Support Spending North America, 2005 - 2012 $M $60 56.3 • Services Forecast Includes: • CC Consulting • Design • Implementation • Optimization • Configuration / Performance Mgmt. CAGR = 12.2% 49.4 $50 43.5 $40 38.4 36.2 32.2 $30 28.3 25.1 $20 $10 $0 2005 2006 2007 2008 2009 2010 2011 2012 Source: IntelliCom Primary Research

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