CCC06 - Unified Communications in the Contact Center, Multimedia, Multimodal, Microsoft

1. CCC06 - Unified Communications in the Contact Center, Multimedia, Multimodal, Microsoft Aldo Fazzalari Nortel Contact Centre Sales October 2nd, 2008

2. “The Business of Business is Getting and Keeping Customers.” Peter Drucker, Author and Marketing Guru

3. Changing Customers Demographics • The Gen-Y or Echo Generation • 12 to 29 years of age • Multimedia savvy, wired, and very influential • 71 million strong • $149 Billion of direct spending power • $50 Billion of spending additionally influenced • 80% have access to the internet • Born into an Internet world • The new question; “The simple how?”

4. Value • Every contact has a different and distinct value • The value of the contact should equal the value of the resource 4

5. Agent? IVR? Contact Value • The objective is to: • Define contact value by type and then: • Increase high value contacts • Route low value Contacts to low cost resources 5

6. A New Focal Point Hyperconnectivity Changing Customer Demographics Customer-centric Enterprise Evolving Technology Changing Corporate Strategy

7. Customer CentricityBalancing the Three E’s • First Contact Resolution • (FCR) • A customer’s experience is greatly enhanced when their query is resolved with a single contact. • Often that requires the expert knowledge of employees outside the contact center

8. Same Effect Customer Service First Contact Resolution - Value • Improving First Contact Resolution (FCR) leverages Customer Satisfaction (CS) to a far greater degree than improving Average Speed of Answer (ASA) ASA 1 Sec FCR .047% FCR vs ASA* .094%=2 Sec .141% = 3 Sec .188% = 4 Sec .235% = 5 Sec * Comparison built on Gartner Research data

9. Over 30 years of Contact Center experience More than 4.0 million agent positions worldwide handling over 200 million calls per day More than 50,000 contact centers in over 100 countries – 20,000 contact centers using Symposium/CC 6.0 More than 8,000 self-service IVR systems with over 700,000 ports deployed worldwide Leader in advanced speech self-service with more than 175 applications in use globally Number 1 in call center (US, Europe and global) market share (2005) Number 1 in self-service (US and global) market share (2005) Where is Nortel in the Contact Center Marketplace?

10. A Complete Suite of Solutions Nortel Contact Center Manager Server Symposium Call Center Server Routing Reporting Administration Nortel Contact CenterManager Administration SymposiumWeb Client Symposium Agent Business Integration CTI NortelCommunicationControl Toolkit TAPI Service Provider Integration Packagesfor Meridian Link Symposium Web Center Portal Nortel Contact CenterMultimediaServer Multimedia Blending Nortel Contact CenterAgent Desktop Multimedia Desktop New ! Outbound Campaigns Nortel Contact CenterOutbound (CCO) New ! Nortel Contact Recording & Quality Monitoring Voice & Screen Recording New ! Standardized Pre-recorded Greeting Nortel Agent Greeting Agent Greeting Remote Observation Nortel Remote Agent Observe Remote Agent Observe

11. SWCP CCMM CCM SCCS Enterprise Apps & Data Sources Skills Based Multimedia Contact Center Customer Contact Center Voice & Email Web Customer surfing / sends an email Email Inbound Voice Voice Mail Voice, Email & Web Fax Outbound! Workflow Web Services Voice

12. Everything Your Agents Need in a Single Interface • Comprehensive Agent toolbar increases productivity through single interface • Provides context sensitive agent interface for emails, faxes, voicemails, web communication and outbound dialing

13. Contact Center 7.0 market objectives • New Markets • Large Virtual Contact Centers – Consolidation • Unified Communications – Microsoft Office Communications Server (OCS) • Expanded Outbound Offer - increase current and add Predictive • Operational Efficiency • Improved Serviceability • Improved Robustness & Resiliency • Improved Security • Enhanced Real Time Displays and reporting • Market Positioning • Address Emerging Markets needs • Graphical Workflow Tool - bringing together Contact Center and IVR • Enhanced Customer Contact Solution • Next Generation Foundation • Improved SIP capabilities • Common DB access layer • Lay Foundation for future

14. Open Partner Developer Partner Nortel Unified Communications Ecosystem Unified Communications – Are Unified Partnerships and Alliances are Imperative Together the Best UC Solution

15. Microsoft Desktop IBM Desktop Platform Ecosystem Data Network Decision Decision Other Nortel Telephony Nortel Telephony Data Network IBM 44% Microsoft 46% Nortel UC Targets All Desktops Globally Global Market Share Desktop Email & Calendar Gartner Dataquest e-mail & Calendaring – June 2006 Source: Gartner, Marketscope for instant Messaging, 2007 (April 2007) The UC End User Solution is a Binary Decision

16. Nortel – Microsoft Contact Center • Strategic Vision: • Multi-release strategy to deliver full multi-modal Nortel SIP enabled contact center experience (voice, IM, email and video) through a single Microsoft OC-based client leveraging Nortel SIP CC and Microsoft OCS. CC 7.0 integration with Microsoft OCS 2007 is primarily targeted at Customers that: • Are investing in Microsoft OCS 2007 who wish to build and enable their Contact Centers integrated with OCS capabilities • Require fully functional Unified Communications Contact Center Experience • Require new CC entry points such as federated IM • Wish to extend the reach of the CC to Experts in the Federated Enterprise • Require Customer Satisfaction enhancements by significantly improving First Call Resolution CC 7.0 is built upon CC SIP with CS1K providing business grade telephony • CC voice is provided by CS1K in CC 7.0

17. OCS Client OCS Client CCAD Client CCAD Client CC 7.0 / OCS Solution components Mediation Server OCS2007Front End Server Active Directory MCM proxy server CC7.0 CCMS CCMA CCT MAS / ICP CC7.0MM CS 1000 Rel 5.0 / 5.5 Converged Office Microsoft Nortel

18. Accessing the sample customer interface website

19. Sending an Email - Customer side • Choose Hyperlink

20. Sending a IM Request Customer side Anonymous login • Click CHAT ONLINE WITH A NORTEL REPRESENTATIVE You will then see four IM_ skillsets to choose from, Accounts, Enquiries, Sales and Support.

21. Sending a IM Request Customer side Anonymous login Anonymous IM

22. Sending a IM Request Customer side Registered Customers • Fill-in User and password • Click Sign In You will then see custom IM_ skillsets plus any contacts in your buddy list to choose from.

23. IM is queued in CC, customer receives automated greeting and Real Time Info Contact Center RT Display Customer Sees Welcome messgae

24. Full access to customer History as per email IM is routed to CCAD which alerts as normal, agent answers and is presented with IM

25. Agent’s OCS state has changed to reflect CC state Agent & Customer exchange IM

26. Click here to bring up Presence frame Agent uses CCAD-integrated OCS presence to seek additional expertise

27. Agent filters presence Presence Filtering

28. Realtime presence update – Hardware expert becomes available

29. Agent initiates IM from CCAD

30. Agent in IM consult with Expert

31. Agent provides answer to customer

32. Agent adds closure reason code

33. Contact ends Agent’s OCS state Changes to reflect CC state

34. Virtual World Contact Center – 2nd Life

35. Technology • The flexibility (or the lack thereof) of your technology infrastructuredetermines your ability to execute your BusinessStrategy • Technology should be viewed as source of competitive advantage 35

37. QUESTIONS & ANSWERS