V 1 7 BT Cloud Unified Communications Call

V 1. 7 BT Cloud Unified Communications Call Recording Customer Logo Here In association with Hassle-free call recording Protect your business Grow your revenues Cloud-based service

Agenda: Achieving [COMPANY’S] goals. . . Identifying Issues – Improving Motivation and Retention [Meeting FSA/PCI Compliance Objectives] Customer Logo Here Managing Customer Contact Cycles for Profit Targeting Revenues with Deep Analytics Tapping into the On. Demand Cloud Model for Maximum, Rapid ROI Demonstrating the Effectiveness of Software as a Service In association with

Agenda: targeting profit Profit Hassle Free Recording Rapid ROI Zero Capital Investment Increased Revenues Through Improved Performace Optimise On. Demand Reduced IT Overheads Reduced Archiving Costs In association with

What is BT Cloud UC Call Recording? Hosted service In association with 100% web-based Trouble-free recording Fully-featured plus unique cloud benefits

The legacy CPE iceberg Initial Capital Investment Visible Costs Administration Storage and Archive Costs Expensive Support Fees Expensive Upgrades Downtime & Resilience ££ End of Life Replacement In association with 5 Hidden Costs

The hidden cost of on-premise solutions Inbound Outbound Recording In association with License Fees $$$$$ Hardware Consultants Infrastructure Maintenance Dedicated Staff Upgrades $$$$$$$$$$ $$$$$$$$$$ Total Cost $$$$$

Lower your costs with cloud services Pay-as-you-go g mputin $$$$$ License Fees Co Cloud : 46% 1 Hardware Consultants Infrastructure Maintenance Dedicated Staff Upgrades $$$$$$$$$$ $$$$$$$$$$ Total Cost $$$$$ In association with 1 Source: TCO r e w o L Yankee Group: Hosted vs. Premise based Sales Solutions: TCO and Trade Offs

BT Cloud UC Call Recording delivers greater value over time Cloud Model Customer Premises Model Average 57% Savings, ROI within 3 Months (compared to 4% for traditional deployments) Value 53% of software projects cost 189% of original estimate 1 Large operating expenses Automatic upgrades On. Demand Value Zero capital expense Large capital expense & high risk Upgrade costs 1 Source: Standish Group, Chaos Report 2 Source: Aberdeen Group, Hidden ROI of Cloud-based Contact Center Report In association with

The advantages of BT Cloud UC Call Recording Hosted Servers and Applications On. Demand Cloud Legacy Onsite Large Capex Investment Delivered via Internet Scales Automatic ally with Demand Opex Budget Automatic Upgra Direct to your Premises In association with Low Cost / Hig des h Profit Over- or Under Provisioned Support Burden Short Lifecycle & Upgrade Costs High Cost / Lo w Profit

Cloud confidence Reliability In association with 10

What will it do for my business? Growth Compliance Take Control Protection Call Recording In association with 11

How powerful is it? Time of Day Routing Call Downloads Streamed Playback with DRM Realtime and Historical Reporting Powerful Quality Monitoring and Speech Analytics Fast Search and Retrieve Inbound/Outbound Call Recording In association with 12

Easy to use, fast to learn In association with 13

The Magnetic North advantage in the cloud Unique Product + Unique Approach Right First Time Deployment Success Management Product Improvement Process Compliance Guarantees Designed to support your bottom line and future growth In association with 14 Flexing / Overage

Affordable reliability Every call recorded at least twice Caller Data automatically mirrored between DCs Record 1 Record 2 Store Carrier Grade Reliability Agent In association with Mirror 1 Mirror 2

How long does it take to activate? Ongoing Success Management Go Live! Install Order In association with

Success management program Acquisition Activation Intensive Care Business as Usual The Four Steps to Success In association with 17

The players in our story Agents • Own calls • Realtime Stats • Local or Remote Reviewers • Search and Play Calls • Quality Evaluation • Realtime Analysis • Reporting • Local or Remote Clients • Search and Play Calls • Compare and Perform Evaluations • Ideal for Outsourcers • Training Libraries Managers Administrators • Manage Departments • Strategic Views • In-depth Analysis • Local or Remote • Manage Users • Manage Connectivity • Manage Privileges • Local or Remote Unlimited Users! No Licenses to Purchase! In association with 18

The concepts in our story… Call Search • Filter any combination of. . . • Date/Time • CLID/DNIS • Agent • Duration • Grade • . . . and more Call Playback • Instant Streaming • Low Bandwidth • Playback Controls • Call Export Evaluations • Unlimited Templates • 100 Questions • Tickbox, Radio Buttons, Drop Down. . . • Weighted Scores Speech Analytics • Identify Issues • Word Spotting • Silence / Emotion Detection In association with 19 Reporting • Historical Reports • Ad-hoc and scheduled reporting Realtime Dashboards • Analytic Dashboards • Alerts • Customisable

Features: voice recording In association with 20

Features: search calls In association with 21

Features: grading and coaching In association with 22

Features: performance management In association with 23

Features: historical reporting In association with 24

Features: speech analytics In association with 25

Call centre advanced service In association with 26

Indexing: multi-vendor support Magnetic North Esprit In association with 27

Features: screen recording Unintrusive Desktop Client p o skt e rds o ec re nti t. D n ge A Low Bandwidth Uploads E R Synchronised Audio Playback In association with 28

The cycle of learning Feedback & Training Analyse & Identify Report & Re-evaluate Record & Archive Easily create E-Learning modules with Microsoft Producer for Powerpoint In association with 29

Salesforce call recording bolt-on Link to playback call recordings embedded automatically in contact record In association with 30

Cloud security ISO 27001 Compliant Hardened Servers Voice/Screen Masking 128/256 SSL Built-in Security Digital Rights Management (Encryption) Full Audit Capability Option: : Digital Encryption for call recordings PCI-compliant card-data masking Accredited Data Centers and collection in the cloud. Calls can only be played by authorised Takes payment collection users completely Rigorous User Access Controls out-of-scope for your business. In association with 31

Optimise advanced PCI compliance option Inbound calls routed through Optimise to customer ACD as normal API Call starts Payment Detail Collection in the Cloud Caller enters DTMF while Agent hears comfort tones. DTMF is surpressed in Recording In association with 32 Payment details transferred via XML API

PCI client web portal In association with 33

Features: CRM integration • Link to transaction audio files • Playback direct within CRM Customer Business Applications Embedded mms: // Tag Calls • Unique Customer Data • Transaction IDs • 100 Fields In association with 34

What do I need to get started? Call Routing • • Non-geographic Numbers (08 xx / 09 xx) Port existing numbers Vo. IP Router Option Carrier Pre-Select / Indirect Access Computers • Internet Access • PC with Browser People • Office based • Home working In association with 35

Inbound option 1: non-geographic numbers 1. Caller dials NGN 08 xx/09 xx number 2. NGN is ported to Magnetic North PSTN 3. Call is recorded and stored Magnetic North On. Demand Record Business Premises Store Process PSTN 4. Call is redelivered to existing Geo Numbers (re-termination charge applies) In association with 36

Inbound option 2: geographic numbers 1. Caller dials Geographic Number 2. Geographic Number is ported on-net to Magnetic North PSTN 3. Call is recorded and stored Business Premises Magnetic North On. Demand Record Store Process Direct IP: EBSA SIP Trunk E 1 -Gateway 4. Call is delivered direct to your premises (existing PBX lines are retired) In association with 37

Outbound option 1: PSTN redirect 3. Call is re-delivered via PSTN 2. Call is recorded and stored Magnetic North On. Demand Record Business Premises Store Process PSTN WLR/CPS/IDA 1. Call is directed to Magnetic North via PSTN using either: a. Wholesale Line Rental b. Carrier Pre-Select c. Indirect Access (e. g. Dept. Only) In association with 38

Outbound option 2: SIP delivery 3. Call is re-delivered via PSTN 2. Call is recorded and stored Magnetic North On. Demand Record Business Premises Store Process SIP Trunks 1. Call is routed to Magnetic North via SIP Trunks from host PBX In association with 39

How much can I save? Low Setup Costs • One off setup fee • Consultation & system build • On-site training Low Monthly Rental • Monthly updates • 24 hour telephone support Low Call Charges • Low-cost call tarrifs • Recording on PPM basis • Peppercorn storage costs In association with 40 Capital Investment? • Zero!

Compliant • Carrier-grade reliability • ISO 27001 Secured anywhere • Distributed Offices • Home Working • Disaster Recovery • Automatic upgrades • Latest • Opex only • Pay as you go & Grow Business • PCI service from Budget Facilities • Use the Future Proof • Secure Access Security In summary – benefits of a hosted service • Grow your business • Increased features Sales or delivered Collections automatically • Scales with demand In association with 41

Why BT/Magnetic North? BT Cloud UC Call Recording: More than 130, 000 seats worldwide. . In association with 42

Customer reference: stream working for 50 Contact Centres, 30, 000 Agents Global License for Recording and Quality Management Customer since 2001, with Euro and USA Data Centres In association with 43

Open forum for questions ? ? ? Next Actions. . In association with 44

On. Demand demonstraion In association with 45

Terrence Team Leader Finding calls… In association with 46

Terrence Team Leader Selecting agents… In association with 47

Choosing service numbers… In association with 48 Terrence Team Leader

Terrence Team Leader Choosing call type… In association with 49

Terrence Team Leader Choosing call reasons… In association with 50

Searching by date and time… In association with 51 Terrence Team Leader

Searching by custom data… In association with 52 Terrence Team Leader

Terrence Team Leader Other search criteria In association with 53

Terrence Team Leader Scratch pads… In association with 54

Terrence Team Leader Search by department In association with 55

Terrence Team Leader Search by team In association with 56

Terrence Team Leader Search by manager… In association with 57

Terrence Team Leader Search by reviewer… In association with 58

Terrence Team Leader Save filter… In association with 59

Apply filter and view calls… In association with 60 Terrence Team Leader

Terrence Team Leader Playing calls… In association with 61

Terrence Team Leader Call details… One-click Email In association with 62

Terrence Team Leader Grading calls… In association with 63

Terrence Team Leader View grade summary In association with 64

Terrence Team Leader View grades… In association with 65

Setup question templates In association with 66 Terrence Team Leader

Terrence Team Leader Download calls… In association with 67

Joyce Dept Manager Viewing dashboards In association with 68

Joyce Dept Manager Choosing reports… In association with 69

Joyce Dept Manager Choosing reports… In association with 70

Joyce Dept Manager Filter by search criteria In association with 71

Joyce Dept Manager Define layout… In association with 72

Joyce Dept Manager Save for later use… In association with 73

Joyce Dept Manager Choosing reports… In association with 74

Joyce Dept Manager Export a report… In association with 75

Peter – IT manager Now I have time to think about my next project. . . In association with Peter IT Manager 76

Thank you http: //www. magneticnorth. com In association with 77

Backup slides In association with 78

Optimise product roadmap Daylight savings across timezones Improved URL obfuscation Export encrypted calls in unencrypted format UI performance package Active. X component upgrades Enhanced call waveform display Speech Analytics performance improvements • Silence • Cross-talk • Emotion Business Analytics improvements Live Monitor In association with 79 • Drill-down report enhancements

How it works – indirect access (1656) In association with 80

How it works – carrier pre-select (CPS) and wholesale line rental (WLR) In association with 81

How it works – inbound non-geographic numbers In association with 82

How it works – inbound geographic numbers In association with 83

How it works – inbound voice-over-IP (Vo. IP) In association with 84

How it works - outbound voice-over-IP (Vo. IP) In association with 85

How it works – advancing indexing service In association with 86

Maximise On. Demand overview In association with 87

Maximise: simply delivers class-leading cloud-based service 100% web-based blended inbound + outbound fully-featured plus preview progressive predictive In association with 88 unique cloud benefits

Balance your outbound campaigns Talk Time per Hour 50 45 40 35 30 25 20 15 10 5 0 44 Inbound 32 Outbound 18 12 Manual Preview Progressive Predictive Blended Inbound/Outbound In association with 89

How powerful is Maximise outbound? Inbound / Outbound Time of Day Dialling Flexible Integration Options 6 Numbers per Rich Realtime + Historical Reporting Customer Powerful Campaign Control In association with 90 Optional Integrated Quality & Recording

Cloud-only exclusive dialler features Mobile Screening Mobile & Local Number Presentation + Agent CLI Only call active and non-roaming mobiles Save Money + Increase Talk-time + Build Personal Relationships Encourage answer/call-back In association with 91

Scripted agent workflows In association with 92

Flexible data import/export Realtime XML Web API Web UI Upload Magnetic North Datacentre Realtime Kill-Call API Maximise On. Demand Scheduled FTP Import + Export Scheduled Email In association with 93

Inbound call flows Inbound Number 1 Queue A Agent with Skill A&B OPTIONS: • Scripted IVR • Announce #1 • Announce #2 • Night Service • Overflow • Service Level • Blending Inbound Number 2 Agent with Skill B Queue B In association with 94

Real-time dashboards In association with 95

Historical reports Ad-Hoc Reports XML Services Scheduled Reports In association with 96

Fully integrated dialler data In association with 97

How much can I save? Low Usage Charges Low Setup Costs Low Monthly Rental • One off setup fee • Consultation & system build • Onsite training • Monthly updates • 24 hour telephone support • Success management • Low Login Charge (Sip or PSTN) • Low Call Charges • Low SMS / Screening • Low Recording & Storage In association with 98 Commitment Rewards • Freedom Plan • 12 Months • 3 Years