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PakNetXPakNetX

What is an Internet ACD?What is an Internet ACD?

Spring 98 VON ConferenceSpring 98 VON Conference

Bruce Allen, President and CEOBruce Allen, President and CEOPakNetX CorporationPakNetX Corporationwww.PakNetX.comwww.PakNetX.com

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OutlineOutline

VON perspective The POTS ACD The Internet ACD A solution for the long term

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VON Today - a PerspectiveVON Today - a Perspective This is the year of the Gateway (POTS - IP) Voice (only) on the net is just cheap long

distance– Wake up call for legacy telecom network– Short term arbitrage opportunity

Most VON phones and gateways are proprietary– Cannot interoperate with other brands– Limited to audio only

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The Future of VON is MON The Future of VON is MON Phones and gateways will interoperate

– H.323/T.120 protocol standards The real value of Internet for telephony is in

multimedia phone calls– Hard to do video and data collaboration over phone

network-- needs rigid ISDN– MM Internet Telephony is inexpensive and available

VON becomes MON (Media calls On the Net)

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The Internet for Customer ContactThe Internet for Customer Contact

Web browsing is Man to machine, like a rich media Interactive Voice Response (IVR)

Certain applications require immediate person-to-person communication

New, MON products make person-to-person phone calls rich in media like the Web

Today, voice call centers use an Automatic Call Distributor (ACD) to manage incoming calls

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What Does a POTS ACD do?What Does a POTS ACD do? Matches customer needs to agent capability and

availability Performs call routing

– Queues/ switches (distributes) call to agent Caller dials lead number ACD hides agent extension numbers from caller

– Provides agent features (hold, transfer, conference)– Provides supervisor features (monitor/ barge-in)– Provides music on hold or IVR– Provides agent usage statistics to Supervisor

Uses a single caller phone line

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What More Must and Internet What More Must and Internet ACD do?ACD do?

Internet security- H.323/T.120 firewall Act as directory service Hide and re-map agent’s IP addresses Accept Web initiated “Call Me” requests Accept direct Internet phone calls

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““Call Around”- very limitedCall Around”- very limited

Internet

Agent Agent

Customer

“Call Around” Controller

•Only “click to call Me” •No direct phone call•No security or firewall•No directory or mapping•No transfer or hold•No conference, barge in•No call tracking•No media on hold or IMR

Control

Data

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Introducing PNX™ ACDIntroducing PNX™ ACD First Internet ACD to manage audio, video, and

data as a traditional phone call Provides MON functionality PakNetX PNX™ ACD is a software solution Meets long term Internet needs

“The only ACD for your Internet Call Center”

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Switched- Full ACD FunctionSwitched- Full ACD Function

Internet

Agent Agent

CustomerPNX™ ACD

•Allows “click to call Me” and direct phone calls•All agent and Supervisor features•Full LAN security•Processes and filters TCP/IP, H.323, T.120

ControlandData

Supervisor

Provides all voice ACD functions and adds MON

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Internet

Web Server(Optional)

Agent Agent

Customer

Supervisor

PNX™ ACD - Standalone ConfigurationPNX™ ACD - Standalone ConfigurationPNX™ ACD

Control

Data

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PNX™ ACD FeaturesPNX™ ACD Features Switch architecture, not bypass or call back

– All data streams and protocols switched and processed

– Performs call processing

– Functions as a standalone ACD, provides traditional ACD features

– Enables integration with existing call center components Integrated H.323/ T.120 firewall proxy Standards-based H.323 IP phone support (E.G. NetMeeting, Intel IBVC)

– Audio, data, video capable

– Data includes white board, application sharing, browser sharing, FTP, chat H.323 IP phone or browser initiated calls Agents are exclusively IP connected, location independence

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Call Center VendorsCall Center Vendors

Audio (TDM)Call Processingand Switching

Internet (Packet)Call Processing and switching

PakNetXAspect, Lucent, NorTel,Rockwell, Siemens, etc.“UnPBXes”

Yes

No

“Click to Call Me” vendors: Bypass Call Around Call Through

POTS gateway vendors

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Future DirectionsFuture Directions

Adoption/ use of Internet’s rich media continues

Telephony traffic migrates towards IP People will still require human contact Market direction mandates PNX™ ACD

solution

PakNetX delivers PNX™ ACD today

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Summary:Summary:

PNX™ ACD :

The industry’s first Internet call center technology to handle audio, video and data as one contact, offering a new level of personalized, interactive customer service over the web.