February 2 4 2009 Miami Conference Center Miami

February 2 -4, 2009 Miami Conference Center, Miami, Florida 1

February 2 -4, 2009 Miami Conference Center, Miami, Florida Making Technology Choices For The Contact Center Options and Alternatives

Introduction To UC…Panel Participants Miami Conference Center, Miami, Florida Panelists – Marisa Viveros, Global Leader for Converged Communication Services, IBM – Jeff Dworkin, Enterprise Marketing Manager, Dialogic Corp. – Andre Angel, CEO / President, NTR Global NA Moderator – Mark Ricca, Partner, Intelli. Com Analytics 3

Panel Session Agenda Miami Conference Center, Miami, Florida Key Points To Be Addressed – Definition of a Modern Contact Center (CC) – Industry Size and Forecast – CC Market Drivers, Opportunities & Challenges – CC Technology Trends, Options and Alternatives SAAS Multimedia Vo. IP CRM Video WFM Predictive Dialing QM CTI Skills-Based-Routing – Guidance For End Users Q&A 4

Contact Center Profiled Miami Conference Center, Miami, Florida Contact Center -- Defined – An integrated technology platform comprising application software and, agent / supervisor terminals that is designed to automatically answer and intelligently distribute incoming calls without going through an attendant – Contact Centers are aimed at optimizing incoming call processing in environments where there are typically more incoming lines than agents to answer them – Properly designed and managed Contact Centers can enhance customer service, improve productivity, reduce inefficiencies and latency Typical Contact Center Elements – – – – Platform Variations: Stand-Alone CPE, Integrated CPE, Hosted Applications: Voice, Database, CTI, Video, Announcement, Web-Chat Messaging: Email, IM, Voice-Mail, SMS Terminals: Agent, Supervisor Monitoring & Management: Recording, Retrieval, WFM, QM Presence: Status, Skills, Preferences Performance Reports: Routine, On-Demand, Ad-Hoc 5

Miami Conference Center, Miami, Florida Contact Center Application Spending North America, 2005 - 2012 $B $4. 0 CAGR = 6. 4% $3. 5 3. 28 3. 4 3. 12 $3. 0 2. 7 2. 81 - IVR 2. 48 $2. 5 2. 2 Application Forecast Includes: - Self Service 2. 35 - Outbound Dialing $2. 0 - ACD $1. 5 - CTI - WFM/QM $1. 0 $. 5 $0 2005 2006 2007 2008 2009 Source: Intelli. Com Primary Research 2010 2011 2012 6

Miami Conference Center, Miami, Florida Contact Center Outsourced Support Spending $M North America, 2005 - 2012 $60 56. 3 CAGR = 12. 2% $50 Services Forecast Includes: 49. 4 43. 5 $40 - CC Consulting 38. 4 - Design 36. 2 - Implementation 32. 2 $30 25. 1 - Optimization 28. 3 - Configuration / Performance Mgmt. $20 $10 $0 2005 2006 2007 2008 2009 Source: Intelli. Com Primary Research 2010 2011 2012 7