Improved Customer Welcome performance Value proposition November 2016

Improved Customer Welcome performance Value proposition November 2016 Edition 01 1

Customer Welcome: challenges 94% of new customers who cannot reach a business do not call back(1) Grab more opportunities 80% customer prefer to call customer support department (2) Get more out of calls by routing to right expert or agent (1) source information cited from uk-telecoms. com (2) Talkdesk Survery 2015 (3) Example of quality objectives for customer welcome https: //www. knowesia. com/productivite/centre-de-relation-client/10 -kpi-pour-analysersa-relation-client-en-centre-dappels/ 2 80% of calls must get answered in less than 1 minute 30 (3) Achieve quality objectives

Improve the customer welcome performance! Alcatel-Lucent Enterprise’s solution for : EXTENDED WELCOME PLATEFORME ECHANGES PARTAGE DES QUALITY INTERACTIONS CONNAISSANCES QUALITY OBJECTIVES A DISTANCE OBJETS CONNECTÉS WEARABLE COURS ONLINE TECHNOLOGY

QUALITY INTERACTIONS EXTENDED WELCOME QUALITY OBJECTIVES INVOLVING ALL EMPLOYEES : Attendants Agents d’accueil Internal or external customer Calls Experts and office workers Agents

QUALITY INTERACTIONS EXTENDED WELCOME Personalized and efficient customer welcome Automated welcome at any time Attendant console on PC § Attendant features available from desk phone § § Easy voice guide update on automated attendant Attendants Customer Extended Welcome More agents when high call volumes Fast Business response § § QUALITY OBJECTIVES Unified messaging for all employees § Contextual menus for agents on desk phones Team call supervision from desk phone or PC Experts and Office workers Zero lost call Agents Manage peaks of activity

Extended welcome: continuous greeting 4059 EE Attendant Console Open. Touch Automated Attendant ü High volume of calls: instant view of calls + keypad shortcuts Personalized and efficient customer welcome ü Voice greeting beyond business hours. ü Shorter waiting time: easily view busy lines Automated welcome at any time ü Mutual help between attendant from professional phones in case of peak in activity of unavailabilty of attendant ü More opportunities with any-time customer welcome ü Satisfied customer by shorter waiting time 6 ü Vocal guides in line with company news and messages ü Easy to set up by administratives from phones or web application

An extended welcome: Zero lost call policy – Manage high volumes of calls Open. Touch Multimedia Services Contact Center Distribution ü For all employees ü Contact center-grade routing ü Voice messages at work or on the go Fast Business response ü Voice messages are emails that can be answered immediately or to forward to a colleague More agents when high volumes of calls ü Mutual help by team call supervision from PC application ü Involve all employees in customer welcome activities ü Easily involve more agents during a peak of activity (1) only the number of active agents simultaneously is submitted to license 7 ü Full time or in part time agent activity : all employees can benefit from the agent features (1) ü Easy to set up : contextual menus in desk phones

QUALITY INTERACTIONS EXTENDED WELCOME QUALITY OBJECTIVES Optimized routing to relevant agents Routing to relevant teams / services § Attendants Customer Automated Attendant with visual configuration of routing Find relevant contact Experts and Office workers Answer qualified calls § Contact center with visual configuration of call distribution Agents Find relevant agent. Wait less

Quality interactions Open. Touch Automated Attendant Contact Center Supervision ü Calls are qualified ü Visibility and instant control of call distribution ü Manage a large volume of calls Routing to relevant teams / services ü Reduce waiting time and transfers between services ü Simplified update: an admin can change the routing from a web application Optimized routing to relevant agents ü Get more from calls with answers from relevant contacts ü Increase customer satisfaction: all calls receive a qualified response 10 ü Easy to set up : features available directly on PC ü Reliable solution – leveraging communication server’s resources

QUALITY INTERACTIONS EXTENDED WELCOME Automated Attendant metrics § Visibility on how automated attendant is used Customer Optimized call routing Monitor and improve performance Record and monitor communications § § Attendants QUALITY OBJECTIVES Experts and Office workers Recording of communications: all, on demand, random, retroactive § Real time supervision from a supervisor application § Customized reports Evaluation form, reporting and coaching Dispute management, legal requirements Agents Monitor and improve performance and quality

Monitor quality objectives and improve processes Omni. PCX RECORD Suite Contact Center Supervision ü Monitoring for legal compliance or quality ü Immediate performance visibility and control from visual interface ü Easy to find, replay records Record and monitor communications ü Performance report and coaching ü Cost-effective solution as strong integration with communication server Monitor and improve performance ü Detailed reports for agent compensation and incentives ü Statistics for long-term performance management ü Compliance: call recording for quality and dispute management ü Optimized welcome: real time modifiable configuration in order to optimise ressources ü Quality welcome: reports and KPIs for process improvement 12

Why should you choose Alcatel-Lucent Enterprise for you customer relationship by phone? Reliable Strongly integrated with communication server Cost-effective Available from desk phone Easy to use Ease of use: Patented visual applications 800 000 companies and local governments are using Alcatel-Lucent Enterprise’s solutions 13

Improve customer welcome now! New trends Alcatel-Lucent Enterprise’s solution 70% of mobile searchers call a business directly from search results (1) MOBILITY 94% Reliable of new customers who cannot reach a business do not call back QUALITY OBJECTIVES 80% of calls must obtain an answer less than 1 min 30 for contact center qualified Cost-effective Easy to use E-COMMERCE 80% Customer prefer to call customer support department Extended Welcome 14 (1) source Google/Ipsos : https: //www. thinkwithgoogle. com/research-studies/click-to-call. html Quality interactions Quality Objectives

Improved Customer Welcome performance SUCCESSFUL CUSTOMER INTERACTION Additional contents for workshops November 2016 Ed 01 15

At a glance Alcatel-Lucent Enterprise’s solution Omni. PCX RECORD Suite Omni. Vista 8770 NMS + Open. Touch MS Omni. Touch CC SE Virtual Machines Omni. PCX Enterprise Communication Server Datacenter 4059 EE Offices Open. Touch Conversation Omni. PCX RECORD Attendant CC Distribution 16 Open. Touch Automated Attendant CC Supervision

At a glance Alcatel-Lucent Enterprise’s solution Extended Welcome Personalized Welcome Experts and employees 4059 EE Attendant Console Agent d’accueil sur Premium Desk. Phone Open. Touch Automated Attendant Open. Touch Messaging Central attendant Local attendants Automated Attendant PC Application Built-in Server + web app Contextual menus on desk phone Access from an application Communication server built-in Server / Virtual machine - - Features Profile Technology Open. Touch PC client Hunting groups and call supervision Omni. PCX RECORD Suite Call Center Distribution Call Center Agent Call Center Supervision Experts, employees, agents Experts, Agents Agent supervisors Server PC/MAC application Built-in Server + web app Built-in Server and PC application Agents (email) Open. Touch Multimedia Services Visual AA server (standalone) 17 O. Record - O. CC SE

4059 Extended Edition Attendant Console Professional welcome PC application SINGLE RECEPTIONIST FOR MULTIPLE SITES ADVANDED BUSY LAMP FIELD AND PRESENCE STATUS People availability at a glance üRouting profile üOpen. Touch presence üCalendar status (AAPP) Direct supervision of key people and public trunks with Busy Lamp Field IP IP TDM Detailed contact LDAP card üName/ first name üEmail/ Tel numbers üOrganization /Address PC application - High trafic – Multimedia IP 18

Open. Touch Automated Attendant Highlights Effective routing to the right person End user greetings self administration Web based management Several calendars Business hours management End-user profile to manage voice prompts Record messages remotely from any phone Intuitive graphical user interface Easy management – 24/7 routing – VIP calls 19

Contact Center Standard Edition Highlights Visual Interface Desk phone integration Easy adoption Omni. PCX Entreprise 2 k Scalable Virtual Built-in Low TCO Patented single interface for administrators and supervisors At-a-glance design and supervision tool Evolution path Voice excellence Built-in Omni. PCX flexibility and reliability 20 Open. Touch BE

Attendant solution Positioning Features Usage Attendant application Traffic (call volume) Attendant comfort Visual Regular Intensive 8082 attendant 8068 attendant 4059 EE application OTMS AA Receptionist, Showroom, Touch screen Local branch welcome, Backup attendant Dedicated, Professional, Multimedia multi-sites Automated, call dispatch Embedded PC + phone(1) OTMS application 10 calls / day 30 calls / days 30+ calls /day 100+ calls /day BT handset + touch screen BT, headset, add-on options Phone options(1) 24/7/365 availability Queuing and routing User notification Direct supervision � � Text/voice/email (2) � (3) � Call log � Presence (1) (2) (3) (4) � ID cards � Customizable profiles � Premium Deskphone (TDM or IP) IP Desktop Softphone Add-on modules (3 maximum) BLF: Busy Lamp Field Open. Touch presence, calendar presence option (AAPP) Automated 21 Automatic routing Voice

Automated attendants positioning A 4645 AA Open. Touch 2. 2 AA Visual Automated Attendant Usage Basic greetings/routing complements attendants Greetings /routing /voice messaging Companies with strong AA and voice messaging needs Companies with specific or dedicated AA requirements Traffic Low Medium High Very high Voice messaging Greetings � � Greetings message � � Language selection � � Transfer to any extension � � � � Calendar � � Incoming call filtering � � Dial by name Direct Dial Routing Voice message deposit Business hours Management Prompts management � (1) � Administrator Web management Local redundancy (PCS) Architecture STANDALONE OXE Integrated AA Features Profile EMBEDDED Administrator/ User � � Third party PBX � Multi-tenant � (1) Call Distribution tables 22

Team response Positioning Several teams Team individuals Statistics Features OT Automated Attendant Hunt group Call routing group Business Contact CCD Usage Traffic dispatch Hot lines, Experts Skills routing, Advisor Helpdesk, CC Agents Embedded application Call distribution Voice guides (1) � Automatic � Parallel, Sequential, Cyclical � Pre determined � � Dynamic routing Prequalified � � Queuing � � Statistics � � Call pickup and supervision � End-user service activation � (1) Open. Touch Multimedia Service application 23 �

From Welcome solution to Omni. Channel Positioning Features OTCC-SE OTCS Plug In Usage Voice only Voice with OTCC-SE Multimedia with OTCS Infrastructure Embedded Additional server/ VM Multimedia (web, e-mail, chat, SMS…) � Omnichannel (Interactions history) � Outbound (Preview, Power, Predictive ) � Agent Desktop Voice(1) + Multimedia(2) Reporting Voice(3) + Multimedia(4) Interactive routing (1) (2) (3) (4) CC Agent OTCS Unified Desktop CC Supervision OTCS Management Portal � �(Unified Routing) Workforce Management � CRM & API Integration � 24

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