Value Proposition for Contact Center April 2008

1. Corporate Communication Solutions for the Dynamic Enterprise Value Proposition for Contact Center April 2008

2. Agenda Contact center performance: What’s at stake? The Dynamic Enterprise Contact center customer needs Use case #1: High-performance, voice-centric processes Use case #2: Mid-market, multimedia dynamic customer service center Use case #3: Communication beyond traditional contact center boundaries Use case #4: High-performance, business process rich integration Use case #5: Rich customer interactions and self-service Use case #6: Long-term evolution strategy Conclusion

3. 1 Contact center performance:What’s at stake?

4. Contact Center Performance: What’s at stake? Communication application Desktop office applications Business applications (CRM, ERP…) Others Contact center Collaborative applications Contact centers are critical to the enterprise as they generate revenue and may represent a significant proportion of costs. “There is a large market opportunity for software products designed to establish and enhancecollaboration of stored and real-time information between the contact center and other enterprise organizations to control and manage business processes.” (The Coming Shift from Contact Center Server to Anywhere Enterprise Business Process Controller – Yankee Group 01/2008) Customers Contact centers are the primary, sometimes essential relation with the customer.They are a showcase for enterprise values and performances.

5. Contact center integrated into enterprise business processes • Manage the customer service chain • Measure outcomes • Optimize execution Optimize contact center operations • Load sharing and skills- based routing, predictive dialing Connect business applications to telephony • CTI, IVR, dialers Contact center solutions Dynamic contact center Customer service chain management The Contact Center Maturity Model 0 • Dynamic enterprise investment • Dynamic people experience • Dynamic operation

6. 3 Contact center customer needs: Use cases and solutions benefits Use case #1: High-performance voice-centric processes

7. Use case # 1: High-performance, Voice-centric Processes Why do our customers buy voice-centric contact centers? • Process only voice calls • High availability and proven reliability • Agents in different locations • Critical traffic monitoring and call recording • ACD/CCD legacy • Outbound campaign management and because customers call

8. Solution #1: Alcatel-Lucent OmniTouch Contact Center Standard Edition Alcatel-Lucent OmniTouch CC Standard Edition Dynamic enterprise investment • Embedded in Alcatel-Lucent OmniPCX Enterprise Communication Server • Networked Alcatel-Lucent OmniPCX Enterprise Communication Server multi-site node • Migration path for upgrades Dynamic people experience • Informative agent phone displays • CTI integration Dynamic operation • Alcatel-Lucent OmniPCX Enterprise Communication Server five 9s availability • Patented and proven call distribution If less than 150 agents, thinkOmniTouch Contact Center Premium Edition ! CTI About 1,000,000 agent seats over the world! Positioned for call centers that do what they do best — answer calls

9. Use case #2: Mid-market, Multimedia Dynamic Customer Service Center Why do our customers require dynamic, multimedia contact centers? • Process e-mail, SMS and phone calls • Typically need 10 to 150 agents seats • Ability to react based on business conditions • Easy to configure and manage • Comprehensive traffic-based reporting • IP-enabled • Start up investment, ready for future enhancements

10. Solution #2: Alcatel-Lucent OmniTouch Contact Center Premium Edition - Powerful • Overrun Dynamic +30% user flexibility enterprise investment • Smooth migration Openness Openness Flexibility Flexibility OG No of agents No of agents 150 150 OTCC PE OTCC PE For ease of migration and For ease of migration and operation, the Visual CC operation, the Visual CC • Hybrid IP/TDM and SIP • Native IP and TDM • SIP trunking • Mobile and low-end device monitoring (Release 9.x)* • SIP terminal support (Release 9.x)* can now be retained and can now be retained and used on the OmniGenesys used on the OmniGenesys Platform Platform EZ2 EZ2 Future-ready! * avail. early 2009

11. Solution #2: Alcatel-Lucent OmniTouch Contact Center Premium Edition – Intelligent • Multimedia • CRM integration • Natively multimedia MS Dynamics CRM, SAP E-mail Dynamic  Voice • Collaboration • Skill-mapping 奥运图片? والبعض يطلق عليها بيتسا وهي الأصح نطق • Expert • Contact center people experience • Easy-to-interface Quickly drive your business after only a few days of training

12. Solution #2: Alcatel-Lucent OmniTouch Contact Center Premium Edition – Simple ROUTING CTI IVR • Visual IVR • Visual CC OmniPCX Enterprise Server CS Dynamic One administration Pre-defined profiles Low TCO Ready for multimedia operation • All-in-one server • Ergonomic, all-in-one graphical interface

13. Use case #3: Communication Beyond Traditional Contact Center Boundaries • Customer frustration • 67%of customersfrustrated by long hold times(Survey by Genesys 2005) 52%ofcustomersfrustrated by repetition of query(Survey by Genesys 2005) • First contact => no resolution 20%ofcustomershang up with issues unresolved(June 2007 study by CFI group in US) Operational inefficiency Agent skills not optimized Interpersonal skills versus technical skills • Expert employeein back office Silos of knowledge

14. Solution #3 : Embedded collaboration with CC Teamer Dynamic people experience • Desktop integration: Collaborative agent screen pop • 360 degree view • Experts • Customers • Customer data • All methods of communication CC Teamer,the perfect solution to… …expand the reach of your contact center …improve first-call resolution rates …expand your agent’s skills without increasing your costs Rich complement of OmniTouch Contact Center Premium Edition A true competitive differentiator

15. Contact center integrated into enterprise business processes • Manage the customer service chain • Measure outcomes • Optimize execution Optimize contact center operations • Load sharing and skills- based routing, WFM, predictive dialing Dynamic contact center Customer service chain management Use case # 4 : Rich Contact Center Integration Ahead on the maturity curve • High scalability • Deep business process integration • Rich customer experience • Resources real-time optimization • Revenue maximization

16. Solution # 4 : Alcatel-Lucent OmniGenesys Dynamic Contact Center Capabilities Real-timeorchestration Route any type of interaction Manage multiple channels and resources Customer-centric routing Business process routing Real-time recommendation Proactive contact management Integrated self-service Internet and multimedia integration Break down boundaries Empower visibility and insights Consolidation and virtualization of resources Branch, remote and expert agent integration Reporting and analytics Workforce management and optimization Smart management of contact center’s traffic, resources and outcomes

17. The OmniGenesys and Alcatel-Lucent added value CC TeamerVital Suite RSI/SIPVisual CC Web Services Gateway Dynamic enterpriseinvestment • Leveraging Alcatel-Lucent OmniPCX Enterprise Communication Server infrastructure (RSI, SIP trunking) • Leveraging Alcatel-Lucent OmniPCX Enterprise Communication Server features (voice guides, DTMF collection, call parking, music-on-hold) Dynamic people experience • Collaboration (CC Teamer) with PS • Quality control (Vital Suite) • CTI integration Dynamic operation • Visual CC availability • Wall board PS integration • Additional security along processes

18. Use case #5: Rich Customer Interactions and Self-service What is the purpose of customer interactions via self-service applications? • Off-load agents • Customer front door: “How may I help you?” “What is your ID?” • Automated directory • Reduce expected waiting times • Negotiate call back • Listen to product and service news while waiting in queue • Out-of-hours limited service

19. Solutions # 5 : Automated Customer Interactions Visual IVR CC IVR GVP HW free, embedded in OTCC PE  Local call processing  Try & Buy  Ready-to-play simple services  Scalability   Leveraging XML voice platform   Account: 1 Transfer: 2 Talk: 3 ASR & TTS   Video IVR  Natural language self-service  Biometrics identification  Management autonomy   Visual IVR CCIVR GVP A complete portfolio that fits business dynamics

20. Use case #6: Long-term Evolution Strategy Alcatel-Lucent provides future-ready transformation strategies that evolve at a businesses own pace. Deep business process integration Full multimedia blending Resource center optimization A few e-mail customer interactions Voice-centric customer interactions Today 18 months 12 months 24 months … and a vision on how their business should evolve Customers have immediate needs… Voice-centric customer interactions

21. DYNAMIC People experience DYNAMIC Enterprise Investment DYNAMIC Operation Solution # 6 : Smooth Migration Value Proposition OmniTouchContact CenterStandard Edition • Maintain service level • Empower visual CC with additional tools OmniTouchContact CenterSE OmniTouchContact CenterPremium Edition • No rip & replace approach • Maintain your Visual CC Investment • Retain your CRM Integration OmniGenesys • No disruption in contact center operation • Retain customer history • Maintain your initial Investment – CCD Backup

22. 4 Conclusion

23. The Alcatel-Lucent OmniTouch Contact Center at-a-glance 0 OmniGenesys CC Teamer Contact center integrated into enterprise business processes E112 inCzech Republic OmniTouchCC PE OmniTouch CC SE Optimize contact center operations Connect business applications to communications Visual IVR CCIVR GVP Smooth migration paths

24. www.alcatel-lucent.com