1 Results from the Lab Contact Center 2008

1

Results from the Lab Contact Center 2008 Industry Study

3 Overview • Agent capabilities, including status and presence propagation • Productivity enhancement tools • Agent softphone capabilities • Integration with UC and IP-telephony infrastructures • Multimedia interactions (Web, chat, IM, SMS, video, email, etc. ) • Supervisor capabilities and features including productivity, involvement in agent calls (training, participating, recording) • Contact interaction monitoring (real time and historical) • System architecture, and more.

4 Contact Center Evolution • As enterprises and small-to-medium businesses are having to meet the new demands of their customers, Contact Centers are evolving to satisfy these needs

5 What’s Changing • Improved service in current channels (primarily voice and email) • Alternate channels for communications including text messaging (SMS), on-line chat, and video • Combinations of fully automated and semi-automated systems for inbound and outbound contact center applications • Migration to SIP as legacy TDM-based systems approach end of life

6 The Leading Vendors * * Considering 8 vendors evaluated

7 The Vendors • These vendors facilitate solutions to new industry demands and requirements by designing their products around SIP and IT-centric Service-oriented Architecture (SOA). • Each of the product suites reviewed are based on features and functions that were demonstrated on production systems that are available today. • Their products are scalable to meet the needs of contact centers of every size.

8 Customer Satisfaction Metrics • Primarily a measure of the customer experience which includes the customer communications experience • Research shows this directly correlates with financial performance

9 Solutions • Figuring out ways to improve your customer’s phone and multi-media communications experience, including selfservice with the right personal touch, can make all the difference. • Parallel and converged evolution is occurring with computing and telecom platforms and applications. • Communication and media servers and associated applications can now be implemented virtually without limitation to geographic placement.

10 Solutions Organizations can: • Pool technical and human resources throughout the enterprise • Use ‘Presence’ information to reach personnel via preferred modes of communication based on an individual’s accessibility over multiple devices • Improve overall user and customer experience with personalization and dynamic interactions or ‘treatments’ for better phone and synchronized web applications • Facilitate efficient and effective collaboration throughout the organization • Consolidate and extend application and management systems • Reduce carrier costs • Enable executives to readily automate business processes and facilitate corporate initiatives

11 2008 IP Contact Center Industry Study Avaya Aspect Interactive Intelligence SIP Communication Server Avaya Communication Manager v 5. 0 Media Gateways and Servers such as S 8700 series / S 8300 (with G 650 / G 700 Media Gateways) Avaya SIP Enablement Server Digital Communication Processor (Privatelabel Asterisk PBX) or any 3 rd party PBX Automatic Call Distributor (ACD) Voice-only Avaya Call Center software v 5. 0 – Component of Communication Manager v 5. 0 Component of Aspect® Unified IP™ 6. 5. 1 Component of CIC 3. 0 Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Avaya Interaction Center including SIP Services v 7. 1 Contact Center Express Customer Interaction Express – for Midmarket contact centers Aspect Unified IP 6. 5. 1 Via license keys as needed: automatic call distribution (ACD); predictive dialing; Internet contact via email or chat Component of CIC 3. 0 Interactive Voice Response (IVR) Avaya Voice Portal v 4. 0 Avaya Interactive Response Avaya Dialog Designer v 4. 0 Component of Aspect Unified IP 6. 5. 1 Component of CIC 3. 0 Computer-Telephony Integration (CTI) Component of Avaya Interaction Center including SIP Services v 7. 1 Avaya Contact Center Express Component of Aspect Unified IP 6. 5. 1 plus multi-vendor adapters Component of CIC 3. 0 Reporting & Analytics Avaya IQ & Avaya Operational Analyst Component of Aspect Unified IP 6. 5. 1 via Unified Command Control™ – Reporting (formerly Aspect Data. Mart) Component of CIC 3. 0 Customer Interaction Center® – CIC 3. 0

12 Avaya Aspect Component of Aspect Unified IP 6. 5. 1 Advanced capabilities: Aspect Quality Management (from Performance. Edge Suite) Interactive Intelligence Quality Monitoring & Recording Witness Contact. Store software-based recording solution Witness Quality for Communication Manager NICE call recording and quality monitoring solutions Verint call recording and quality monitoring solutions Workforce Management Avaya Workforce Management / Blue Pumpkin (Witness) solutions Aspect e. Workforce Management 7. 0 (from Performance. Edge Suite) Workforce Management Interaction Optimizer® Also Integration with: Blue Pumpkin IEX GMT Aspect e. WFM and others Management Systems and Other Converged Network Analyzer (CNA) Other Contact Center products Proactive Contact Avaya Predictive Dialing System Other Avaya products: Unified Communications Full portfolio of messaging, conferencing, collaboration products Communications Enabled Business Processes Communications Process Manager Communications Event Manager Knowledge Base and Auto email reply with confidence level - component of Aspect Unified IP 6. 5. 1 All-in-one platform Messaging Interaction Center – voice mail and native unified messaging Interaction Dialer® Interaction Monitor™ Interaction Director® e. FAQ Interaction Gateway® Interaction Feedback™ -- customer satisfaction surveys Source: 2008 Miercom Contact Centers Industry Study Interaction Recorder®

13 Products Avaya Call Center and Interaction Center 7. 1 • Runs on a Linux based appliance capable of all TDM or all IP with media encryption and server isolation – or a combination of TDM and IP • “Flatten Consolidate, and Extend” • Massive scalability: ability to support 10, 000 agents on single server • With FCE model, it is easier to provide the right agent “on demand” with expertise and overflow for branch-based customer service personnel • Inbound customer contacts can be routed according to skill set, availability or prior contact history • Use a common business model, yet maintain personalized identities • Can support consistent processes and brand images across the enterprise

14 Products Avaya Call Center and Interaction Center 7. 1 Communication Server: • Avaya Communication Manager 5. 0 – Expanded SIP trunking options – Improved support of SIP-based telephones – Foundational support for increased suite of communications applications

15 Products Avaya Call Center and Interaction Center 7. 1 Contact Center Products: • • Avaya Call Center 5. 0 Customer Interaction Express 1. 1 Avaya Communication Manager 5. 0 Customer Interaction Center 7. 1 Business Advocate and Advanced Segmentation Avaya Call Center Elite Avaya Voice Portal/Interactive Voice and Video Response (IVVR)

16 Products Avaya Call Center and Interaction Center 7. 1 Management and Supervisory Capabilities: • Avaya Voice Portal/ Interactive Voice and Video Response (IVVR) – Use of 3 G video cell phones Internet videophones, & videoenabled personal computers – Show callers menu choices, product options, and instructional video clips – Show dynamic information such as personal account info. , airline flight options and current stock prices • Proactive Contact for Outbound Campaigns

17 Products Avaya Call Center and Interaction Center 7. 1 Other functions: • Third-party applications for Contact Recording and Qulaity Monitoring • Computer-telephony Integration (CTI) • Clients /Agent Desktops • Software Support plus Upgrades

18 Products Avaya Call Center and Interaction Center 7. 1 * Vendor / Contact Center Product Avaya Interaction Center including SIP Services v 7. 1 Operating system / architecture SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Interactive Voice Response (IVR) CTI Reporting & Analytics Avaya Communication Manager v 5. 0 Linux (via Communication Manager v 5. 0) Windows, AIX, Solaris Web Services, SOA Linux, Sun Solaris VXML 2. 0 / 2. 1 certified Web Services, SOA Windows, AIX, Solaris Web Services, SOA Avaya IQ & Avaya Operational Analytics # agents / supervisors: 7, 000 agents per single server with ability to scale multiple servers # agents / supervisors: No software limit IVR Port capacity: No software limit N / A Avaya IQ – unlimited Avaya Operational Analyst - ? ? ? 50 Agents: $1, 877 / seat Total = $93, 850 100 Agents: $1, 577 / seat Total = $157, 700 200 Agents: $1, 427 / seat Total = $285, 400 300 Agents: $1, 377 / seat Total = $413, 100 50 Agents: $3, 877 / seat Total = $193, 850 100 Agents: $3, 277 / seat Total = $327, 700 200 Agents: $2, 977 / seat Total = $595. 400 300 Agents: $2, 877 / seat Total = $863, 100 $300 to $500 per port $10, 000 for software (total) Contact Avaya for pricing Scalability # users / (range) simultaneous calls: 100 users to 36, 000 on a single system; over 1 million users on a single network Pricing $400 / seat, plus $250 to $650 for additional PBX-based callrouting options Source: 2008 Miercom Contact Center Industry Study

19 Products Avaya Call Center and Interaction Center 7. 1 • Miercom rates Avaya’s IVVR the best portal based on extended capabilities Voice Portal and Interactive Voice & Video Response Avaya’s Call Center and Interaction Center 7. 1 is Rated Best Voice Portal and Interactive Voice & Video Response (IVVR) in the 2008 Miercom IP Contact Center Industry Study

20 Products Aspect Unified IPTM 6. 5. 1 • Major player in contact centers for more than 35 years • Meet all contact center needs via comprehensive interaction management and performance optimization • Created first workforce management system and the first dialer • Subsequent innovation and overall contact center experience

21 Products Aspect Unified IPTM 6. 5. 1 Communication Servers: • Supports all major PBX/Communication Servers on the market • Supports any TDM or SIP 2. 0 compliant environment • Aspect Digital Communication Processor (DCP) provides Media Gateway functionality • Web call-backs are enabled via an API on the enterprise web server

22 Products Aspect Unified IPTM 6. 5. 1 Contact Center Products: • Aspect Unified IP • Aspect’s Unified Command Control – Leverages all fixed granular data elements occurring in the contact center environment – Stand-alone tool that aggregates information from disparate systems and data sources – Integrate multiple contact centers across an enterprise • Aspect’s Unified Director • Performance. Edge. TM

23 Products Aspect Unified IPTM 6. 5. 1 Other functions: • Third-party applications – – Nuance Call. Miner Eureka! Merced Open. Span • Computer-telephony Integration (CTI) • Agent Desktops – LYRICall. TM

24 Products Aspect Unified IPTM 6. 5. 1 Vendor / Contact Center Product Aspect Software (formerly Aspect Ensemble. Pro) Unified IP Contact Center 6. 5. 1) Operating system / architecture SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Interactive Voice Response (IVR) CTI Reporting & Analytics Linux OS Component of Multi-media Contact Distributor Windows 2003 CTI middleware with multiple IP-PBX’s SOA new in v 6. 5 Windows 2003 VXML 2. 0 Certified 2. 1 Compliant SOA / personalization Windows 2003 Component of Multimedia Contact Distributor Windows 2003 Unified Command Control – Reporting (formerly Aspect Data. Mart) # agents / supervisor: up to 2, 000 simult agent seats inbound, 1500 simult agent blended # agents / supervisors: up to 2, 000 seats inbound, 1500 blended IVR Port capacity: 8, 128 N / A As many as 40, 000 agents across 40 nodes 50 Agents: $1, 000 / seat Total = $50, 000 100 Agents: $1, 000 / seat Total = $100, 000 200 Agents: $1, 000 / seat Total = $200, 000 300 Agents: $1, 000 / seat Total = $300, 000 50 Agents: $2, 300 / seat Total = $115, 000 100 Agents: $2, 300 / seat Total = $230, 000 200 Agents: $2, 300 / seat Total = $460, 000 300 Agents: $2, 300 / seat Total = $690, 000 $5, 000 for the system, regardless of number of agent seats $15, 000 for the system, regardless of number of agent seats Starts at $50 per seat and varies based on implementation requirements Scalability # users / (range) simultaneous calls: up to 2, 000 Pricing Starting at $12, 000 for 50 agent seats. Price varies from there depending on # of agents and required TDM/IP capabilities Source: 2008 Miercom Contact Center Industry Study

25 Products Aspect Unified IPTM 6. 5. 1 • Miercom rates Aspect the Best in Supervisor and Realtime monitoring and Reporting with Aspect’s Unified Command Control in stand-alone and large contact center environments Best Supervisor and Real-Time Monitoring and Reporting Aspect’s Unified IP 6. 5. 1 is Rated Best Supervisor and Real-Time Monitoring and Reporting in the 2008 Miercom IP Contact Center Industry Study

26 Products Interactive Intelligence Customer Interaction Center® (CIC) 3. 0 • Originally designed from the ground up to facilitate communications using all channels and media from a single platform • Foundation on which all Interactive Intelligence products are based for centralizing business interactions • All-software design which leverages standard servers and Serviceoriented Architecture (SOA), while increasing reliability, security and scalability • Scales up to several thousand agents and between 5, 000 and 15, 000 enterprise users per server • Localized in 18 different languages • Include reduced integration requirements, centralized multi-channel processing and inbound/outbound blending, and single point of administration for all of their components

27 Products Interactive Intelligence Customer Interaction Center® (CIC) 3. 0 Communication Servers: • Customer Interaction Center® – Provides solutions for large enterprises – Increased security with SRTP for Vo. IP and TLS for privacy between communication applications and users – Enhanced mobility with a mobile client – Broader integration to Microsoft OCS and Exchange – Simplified Deployment • Interaction Administrator ®

28 Products Interactive Intelligence Customer Interaction Center® (CIC) 3. 0 Contact Center Products: • • • ACD Multimedia Queuing Interaction Director® Interaction Gateway. TM Interaction Optimizer. TM Interactive Voice Response (IVR)/ Speech recognition solutions • Interaction Designer®

29 Products Interactive Intelligence Customer Interaction Center® (CIC) 3. 0 Contact Center Products: • • • Computer-telephony Integration (CTI) Interaction Recorder® Interaction Dialer® e-FAQ® Interaction Report Assistant. TM Interaction Feedback®

30 Products Interactive Intelligence Customer Interaction Center® (CIC) 3. 0 Vendor / Contact Center Product Interactive Intelligence Customer Interaction Center 3. 0 Operating system / architecture SIP Communication Server Automatic Call Distributor (ACD) Voice-only Multi-media Contact Distributor Voice, Email, text chat, text messaging, video, etc. Windows 2003 / . Net Component of Multi-media Contact Distributor Windows 2003 / C+; . Net Scalability # users: (range) up to 15, 000 PBX users Pricing Interactive Voice Response (IVR) CTI Reporting & Analytics Windows 2003 / Not VXML 2. 0 / 2. 1 certified Component of Multi-media Contact Distributor Component of Customer Interaction Center 3. 0 # agents / supervisors: up to 5, 000 per CIC server IVR Port capacity: Tested over 250, 000 users N / A Same as CIC scalability, contingent on database server performance if reports run simultaneously 50 Agents: $2, 000 / seat Total = $100, 000 100 Agents: $2, 000 / seat Total = $200, 000 200 Agents: $2, 000 / seat Total = $400, 000 300 Agents: $2, 000 / seat Total = $600, 000 50 Agents: $4, 000 / seat Total = $200, 000 100 Agents: $4, 000 / seat Total = $400, 000 200 Agents: $4, 000 / seat Total = $800, 000 300 Agents: $4, 000 / seat Total = $1, 200, 000 __ __ Reporting addon per user - $140. 00 Source: 2008 Miercom Contact Center Industry Study

31 Products Interactive Intelligence Customer Interaction Center® (CIC) 3. 0 • With extensive integral applications, Miercom rates Customer Interaction Center 3. 0 from Interactive Intelligence Best All-in-One Multimedia Contact Center Interactive Intelligence’s Customer Interaction Center (CIC) is Rated Best All-in-One Multimedia Contact Center in the 2008 Miercom IP Contact Center Study

32 QUESTIONS? Contact: rsmithers@miercom. com 32