…THE MAIN INNOVATIONS

1. Linea Amica - Phase 2 …THE MAIN INNOVATIONS • Free call transfer from a URP (Public Relations Office) to another • Quick identification of the citizen's problem by means of an "only ticket" procedure dealt by different URPsù • Shared and updated FAQs to provide in advance an answer to the citizen's questions • Possibility to distribute the call volume (especially peak calling times) across multiple interconnected URPs, resulting in an increased answer capacity • Classification of the call data in a uniform way for later analysis • Storage of call data and citizens' needs in data warehouse for later analysis • Utilising the latest data mining and enterprise content management techniques in order to identify trends and to plan preventive and corrective actions based on the results of the analysis

2. Integration Common Platform SIP Proxy KB TUPA Platform CC Associates CC Federates

3. Associates vs. Federates Access Tools Staff Management Switchboard Knowledge Base Toll-free number National number External Internal CRM CTI Complexity CC da associare Level 1 <10 ? Level 2 10-30 CC da federare Level 3 >30 The Contact Centres to be associated are equipped with CRM (Customer Relationship Management) and CTI (Computer Telephony Integration) applications The federates are integrated in accordance with existing CTI and CRM infrastructures

4. URP associates integration The association will help the URP to raise up to the standard of the Linea Amica service: • Common IT Platform (CRM/CTI), with the possibility of data and reports filing (and optimisation of the response by means of staff allocation and development of targeted KB) • A Knowledge Base tool internally organised and shared with other Public Relations Offices • Integration of different Front Office services (working hours, languages, help line for disabled people, etc.) by utilising other operators included in the Linea Amica Network with the aim of managing peak calling times or specific needs: languages, disability, specific themes and issues, etc. • Evaluation of the service through the system of the "emoticons" • Targeted training

5. URP federates integration The URP offices already provided with IT equipment will be FEDERATED to the Linea Amica Network • By means of a software able to unify the interfaces, they will share tickets and data between their own offices and Linea Amica • By entering the SPC / VoIP Network – plus other eventual adapters – a high number of calls will be exchanged in real time • An exchange protocol will define on which queue the transfered calls should be included and how to manage three-person conference calls

6. Synchronous transfer of the ticket In practice…an example of ticket transfer process The toll-free number is recorded at the VoIP infrastructure Ticket VoIP Citizen Driiin 800 XXX XXX The ticket is created The citizen calls and makes a complex request that requires the involvement of several administrations The Ticket is transferred together with the call The operator calls another administration office in order to close the file

7. VoIP Integration: call transfer In practice…an example of call transfer process The toll-free number is recorded at the VoIP infrastructure VoIP Citizen Driiin 800 XXX XXX The contacted URP is not the most appropriate to deal with the request The call is transferred by the operator with no additional cost

8. VoIP Integration Common Users PSTN PBX/CTI Call queue management CC Federate A SPC SIP Proxy CC Federate B ISDN/ POTS The CC Federate compensates for the functionality of the first screening The real priorities can be better identified LAN Traditional routing VoIP routing

9. Zoom… Project of Integration of a CC Associate

10. Standard Architecture PSTN TUPA Platform PBX VoIP gateway LA CRM Platform LA CTI box LA KB Platform SPC SIP Proxy Data Center Linea Amica ISDN / POTS OSI L1-L3 SPC LAN SIP + RTP HTTP / HTTPS Standard Associate OSI L4-L7 WEB SERVICES

11. Aspects to be considered The key aspects to be considered are: The application functionality: • To ensure that the CRM application meets the needs of the URP (possible integration with an existing CRM) • Configuration of the workstation (headphones? Voip Phone?) • Integration with other applications? • Homogenization of taxonomies • Integration with existing phone infrastructures • Voice Quality: Ensuring QoS (Quality of Service) • NAT/FW traversal

12. Integrate Phone System Several options are possible depending on the existing equipment: Case1: There is a traditional switchboard Solution: integration with VoIP gateway, possibly in ISDN Case2: There is a VoIP swithcboard Solution: VoIP trunk between VoIP swithcboard and CTI-BOX (in SIP or H.323) Case3: There is a traditional switchboard already interconnected in the VoIP system Solution: to study an integration with the interconnection of the VoIP infrastructure (in SIP or H.323).

13. Integration levels between Associates/Federates Integration will be developed in later stages 1 With Consultation CRM Integration Asynchronous transfer of the ticket 3 Synchronous transfer of the ticket 1 2 2 Direct Call / Call Transfer VoIP Integration Blind Transfer

14. The permanent advantages of the project … raising of the service standards • Associates: • they will maintain, with no additional cost, apart from any further action of evolutionary maintenance or customisation, the ability to answer the phone by using a CTI technology (via computer), with locally installed equipment • they will maintain the access and the unification to the Knowledge Base and to the common network and communication resources; • they will be able to maintain the call recording tool (CRM) by means of specific agreements of prevision costs transmitted in the start up phase • Federates: • All the realised integrations will be permanent, except for the usual need for updating and maintenance