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2014 UniComm Consulting, LLC

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Basic PBX features Add-on ACD solution Standard features Add-on ACD solution Standard features Dedicated ACD High scale and capabilities Dedicated ACD High scale and capabilities Basic hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out Basic hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out Business hours Business hours Auto attendant Auto attendant Basic queue and route Basic queue and route Basic metrics Basic metrics Business hours Business hours Auto attendant Auto attendant Basic queue and route Basic queue and route Basic metrics Basic metrics Departmental Solutions Skills-based routing Skills-based routing Metrics dbs Metrics dbs Supervisor capabilities Supervisor capabilities Skills-based routing Skills-based routing Metrics dbs Metrics dbs Supervisor capabilities Supervisor capabilities High scale; high availability High scale; high availability Sophisticated queue & route Sophisticated queue & route Analytics & advanced metrics Analytics & advanced metrics Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with business applns Interop with business applns High scale; high availability High scale; high availability Sophisticated queue & route Sophisticated queue & route Analytics & advanced metrics Analytics & advanced metrics Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with business applns Interop with business applns Internal Helpdesks, Small CCs Large CCs 2014 UniComm Consulting, LLC

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Source: ContactBabel. The Inner Circle Guide to Multichannel Customer Contact. 9/2013

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2014 UniComm Consulting, LLC

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Source: Corporate Executive Board

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2014 UniComm Consulting, LLC

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Basic PBX features Add-on ACD solution Standard features Add-on ACD solution Standard features Dedicated ACD High scale and capabilities Dedicated ACD High scale and capabilities Basic hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out Basic hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out Business hours Business hours Auto attendant Auto attendant Basic queue and route Basic queue and route Basic metrics Basic metrics Business hours Business hours Auto attendant Auto attendant Basic queue and route Basic queue and route Basic metrics Basic metrics Departmental Solutions Skills-based routing Skills-based routing Metrics dbs Metrics dbs Supervisor capabilities Supervisor capabilities Skills-based routing Skills-based routing Metrics dbs Metrics dbs Supervisor capabilities Supervisor capabilities High scale; high availability High scale; high availability Sophisticated queue & route Sophisticated queue & route Analytics & advanced metrics Analytics & advanced metrics Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with business applns Interop with business applns High scale; high availability High scale; high availability Sophisticated queue & route Sophisticated queue & route Analytics & advanced metrics Analytics & advanced metrics Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with business applns Interop with business applns Internal Helpdesks, Small CCs Large CCs 2014 UniComm Consulting, LLC

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Basic PBX features Add-on ACD solution Standard features Add-on ACD solution Standard features Dedicated ACD High scale and capabilities Dedicated ACD High scale and capabilities Basic hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out Basic hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out Business hours Business hours Auto attendant Auto attendant Basic queue and route Basic queue and route Basic metrics Basic metrics Business hours Business hours Auto attendant Auto attendant Basic queue and route Basic queue and route Basic metrics Basic metrics Departmental Solutions Skills-based routing Skills-based routing Metrics dbs Metrics dbs Supervisor capabilities Supervisor capabilities Skills-based routing Skills-based routing Metrics dbs Metrics dbs Supervisor capabilities Supervisor capabilities High scale; high availability High scale; high availability Sophisticated queue & route Sophisticated queue & route Analytics & advanced metrics Analytics & advanced metrics Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with business applns Interop with business applns High scale; high availability High scale; high availability Sophisticated queue & route Sophisticated queue & route Analytics & advanced metrics Analytics & advanced metrics Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with business applns Interop with business applns Internal Helpdesks, Small CCs Large CCs Response Group Functionality 2014 UniComm Consulting, LLC

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Basic PBX features Add-on ACD solution Standard features Add-on ACD solution Standard features Dedicated ACD High scale and capabilities Dedicated ACD High scale and capabilities Basic hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out Basic hunt groups Basic hunt groups Agent sign-in/out Agent sign-in/out Business hours Business hours Auto attendant Auto attendant Basic queue and route Basic queue and route Basic metrics Basic metrics Business hours Business hours Auto attendant Auto attendant Basic queue and route Basic queue and route Basic metrics Basic metrics Departmental Solutions Skills-based routing Skills-based routing Metrics dbs Metrics dbs Supervisor capabilities Supervisor capabilities Skills-based routing Skills-based routing Metrics dbs Metrics dbs Supervisor capabilities Supervisor capabilities High scale; high availability High scale; high availability Sophisticated queue & route Sophisticated queue & route Analytics & advanced metrics Analytics & advanced metrics Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with business applns Interop with business applns High scale; high availability High scale; high availability Sophisticated queue & route Sophisticated queue & route Analytics & advanced metrics Analytics & advanced metrics Adjunct systems (WFM, QM) Adjunct systems (WFM, QM) Interop with business applns Interop with business applns Internal Helpdesks, Small CCs Large CCs Response Group Functionality Partner Solutions 2014 UniComm Consulting, LLC

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Geomant ComputerTalk Pulsar 2014 UniComm Consulting, LLC

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Competella 2014 UniComm Consulting, LLC

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Established Contact Center Solutions Providers Typically Newer Solutions Providers 2014 UniComm Consulting, LLC

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ice Contact Center for Lync Architecture 26 Booth 618

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Why Native Contact Center is important 1.Interoperability is guaranteed a)Anything Lync can reach, ice can reach b)Federated Lync, Skype, PSTN, Connected PBX, etc c)Lync contact modalities are supported directly d)Support for all Lync devices and connection scenarios 2.Unified management and Single Telephony Infrastructure a)Trunks, Gateways, Routing rules, endpoints, DIDs 3.Works through migrations a)From IM/Presence with PBX to full Enterprise Voice 4.Lower mediation server usage a)Lync calls stay inside Lync b)Media bypass support 5.Built in ASR, TTS, and HMP at no extra license cost 6.Lync Presence aware: Publish, View, and Manipulate 27 Booth 618

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2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 28 Company Facts $800M+ revenue with 160M+ in the cloud Among top 50 largest software companies in the world Twenty plus years of experience; fourteen in the cloud Analyst recognized CX solution leader with the broadest and deepest integrated platform on the market 2500+ employees 3,500+ customers across 80 countries Supporting 100+ million customer interactions per day $800M+ revenue with $160M+ in the cloud Twenty plus years of experience Analyst recognized CX solution leader with the broadest and deepest integrated platform on the market 3,500+ customers across 80 countries Supporting 100+ million customer interactions per day

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2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 29 Agent desktop Enterprise desktop Available today: Genesys Integration with Lync Genesys v8.1 SIP Integration Media, routing, statistical infrastructure Genesys SIP Server PSTN SIP RTP Lync Mediation Server Gateway / SBC Genesys agent desktop SIP Calls to Contact Center Calls to Enterprise Calls to Contact Center after routing RTP SIP presence subscription Microsoft Lync for voice, corporate presence, IM / collaboration Genesys UC Connector Lync agent SQL Server Lync DC Lync FE Microsoft Lync for voice, corporate presence, IM / collaboration

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2013, Genesys Telecommunications Laboratories, Inc. All rights reserved. 30 Genesys with SIP and Native approaches Benefits Support of voice, presence and IM Standards-based approach: easier external integration Reusing proven Genesys SIP Server technology Full Genesys suite support Benefits All Lync features are reachable: video, management of hard phones, native IM and presence, collaboration, Skype integration Easy to support and troubleshoot with standard Microsoft technology Full Genesys suite support SIP-based Integration UCMA Integration: available soon In both cases : Enabling the full Genesys suite for Contact Center applications in a Lync Universal Communications Enterprise: Complex / large size Contact Center: Genesys Enterprise Edition Medium size Contact Centers: Genesys Business Edition Integrating Lync with Genesys Routing, Campaigns, Agent Desktop, Multi Channel Solution, Voice Analytics, WFO

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Interactive Intelligence CIC/Lync Architecture 31

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Lync + CIC = Where Contact Center & Enterprise Come Together No Rip & Replace Multiple configuration possibilities for various business units Interfaces with existing non-Lync infrastructure Open architecture supports Lync-validated end-point devices Breadth of Contact Center solution available with the Lync Stack WFO - Recording, Quality Management, Workforce Management, Scorecards, Screen Recording, Speech Analytics Outbound predictive dialer with native call analysis Multichannel Calls, Emails, Web Chats, Callbacks, SMS, Social Media Enterprise-grade contact center solutions Available on premise and in the cloud 6,000-plus customers in more than 100 countries Localized in 25 languages 32

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ANYWHERE365 for LYNC 2010 / LYNC 2013 Dialogue Management for Lync will enable the perfect Customer Journey www.workstreampeople.com/anywhere365 EVERYONE IS A CONTACT CENTER Due to its design philosophy, the versatility of Anywhere365 is limitless, so your implementation is only bound by your own imagination. Rethink Contact Center We must do something revolutionary with our business communications rather than trying to shoehorn old world solutions to new problems. Vicente Faser Chief Information Officer London School of Business & Finance

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ANYWHERE365 ROLE MODELS Rolemodels. Where do we fit? Reception Customer Service Service / Support Desk Student Administrations Organizational Departments (such as HRM) Management Team(s) Director Manager - Boss/Secretaries Knowledge Groups

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ANYWHERE365 Voice, Chat, Webchat, Email, Presence, Federated Hunting, Boss/Secretary. Anywhere365. One Dialogue Platform. Anywhere365: Dialogue Hunting & Integration platform

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Lync Topology Extended with Anywhere365 Trusted Application Pool Anywhere365 Smallest footprint 1 virtual server SQL Front end servers Mobile Agents Lync Mobile Client PSTN Desktop Agent Lync Client Desktop FPO Edge server DMZ inside Lync topology Web Interactions Webchat/Webvoice SQL IIS CHAT VOICE EMAIL WEBVIDEO WEBFORMS WEBVOICE WEBCHAT VOICEMAIL Anywhere365 Trusted Server Wallboard & Reporting 1...n Sip users AGENT Private cloud On Premise SERVICEBUS MSMQ OR AZURE ONPREMISE / CLOUD Mediation Server Lync Front-end server(s) running workload. SQL Server backend Edge server Mediation Server Anywhere365 Trusted Application Server Dialogue Manager SQL Server for Report & Dialogue Intelligence IIS Server for webservices SharePoint for Config Settings + IVR Content Service Bus for data change subscriptions

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? Customer Intimacy Product Leadership Operational Efficiency Three strategies: Source: Treacy & Wiersema, The Discipline of Market Leaders Focus on one of these value disciplines 2014 UniComm Consulting, LLC

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Detailed knowledge of each callers relationship and history Personalized interactions Seamless integration across all channels Customer experience designed from customers point of view CSRs empowered to fix customers issues ? Customer Intimacy Product Leadership Operational Efficiency Knowledge bases or information management to provide details Highly trained CSRs Marketing driven strategies and organization Capture customer insights Invest in comprehensive, excellent self-service Workforce management systems and adherence Metrics focused on operational efficiency and cost reduction Well-designed policies and processes Streamlined workflow processes 2014 UniComm Consulting, LLC

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Center Capabilities Enterprise-wide Customer Focus Relationship Management and Customer Differentiation Increased Cost Effectiveness and Customer Service Essential Service is Delivered Basic : Processes based on internal orgn. Basic routing and queuing Agent-centric metrics & reports Training focused on mechanics Emerging : Customer centered processes Appropriate contact resolution Contact management Focus on self-service Screen-pops, skills routing, call overflow Flexible staffing Continuous training Advanced : Process designed to educate customers Data-based routing Integrated reporting CRM workflow, scripts Empowered Agents Customer focused training & reporting QM part of training Proactive sales Leading Edge: Processes for personalized customer service Integrated multimedia queuing Cross channel contact tracking Data analysis and mining Agents as knowledgeable experts Consultative sales and service Measure impact on corp. goals Necessary Valued Asset Service Differentiator Enterprise-wide Strategic Value Center Mission 2014 UniComm Consulting, LLC

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