CCOD Why and How Milano 15

CCOD – Why and How Milano – 15 th June, 2004 Iraj REZAIAN Regional VP, Southern Europe

Why CCOD?

Types of Contact Centers Premise-Based Outsourced On-Demand Outsourcers can also subscribe to on-demand services. ØEverything In-House Ø Agents Ø Technology Ø Maintenance ØComplex CTI ØCostly to maintain ØHard to balance calls among multiple sites ØOutsource Everything ØYou Manage Nothing (not even the agents) ØLimited Integration to Your CRM ØHosted Contact Center ØYou Manage the Agents ØNSP Manages the Rest ØEasy Integration to Your * Outsourcers can also subscribe to on-demand services. CRM

Benefits to End User • Capital Expenditure Avoidance • Focus on Core Business – Not Managing Technology • Lower Risk Migration Path to Multi-Channel Contact Center • Capacity Management – Pay for Actual, not Peak Usage • Multi-Site Contact Centers / Home Workers – CCOD is Inherently Location Independent • Cost Effective Access for Smaller Businesses to Large Enterprise Technology • Ideal Technology for Informal Contact Center

Cosmo. Com CCOD Leadership Highlights • First company to develop a multi-tenant multi-channel hosted contact center platform • Cosmo. Com technology was used in the first live system deployed by a telco • Largest installed base of systems used by NSPs to provide CCOD • Only specialist in Contact Center On-Demand platforms – – – Telco grade product Standard and open – H/W, S/W, protocols, interfaces Global organization Four tier support organization Cosmo. Vantage Market Success Program (Industry first) • Utility pricing – Pay-as-you-go pricing available to our service providers

Service Provider Customers Offering Contact Center On-Demand Services Network Service Providers Other Service Providers Marketing Partner

Production Platforms • CCOD Services Offered Worldwide by Service Providers – BT Contact Central On. Demand - Cosmo. Com + Siebel OD, “CIRM” On-Demand, available worldwide – BT Global Services – MCC available in Europe, NA, Asia The – Bezeq – service available in Israel – Cable & Wireless – service available in UK & Caribbean Leader – Chunghwa Telecom – service available in Taiwan – Deutsche Telekom – Free. Call Online available in Germany – e. PLDT – service available in Philippines & SE Asia – Eagle. ACD – service available in North America, India – France Telecom – Contact Multicanal available France, N Africa – Globecomm – CCOD for business continuity available in US – Korean Telecom – Contact+ available in Korea – NTT-C – service available in Japan and other Asian countries – Japan Telecom – service available in Japan – Probil – service available in Turkey, Germany – Telia. Sonera - @Service available in Finland • Cosmo. Com Multi-Tenant CCOD Platform Worldwide Share ± 80%

How CCOD?

CCOD Architecture Requirements ACD Scalability Resiliency Secure Tenant Partitions Resources shared by all tenants Tenant Self. Administration Centralized Administration No premises equipment SP has Remote Management & Monitoring Works with IP and Circuit Networks IVR CTI Server Predictive Dialer E-Mail Management System Live Internet Callers Multi. Channel Recording Reports

System Architecture - Hosted

Design Principles • All software design • Multi-tenancy throughout • Multi-server approach for availability and scalability – No single point of failure • Cost-effective, off-the-shelf hardware – Any system software can run on any hardware module • Switchless architecture – Switching inherent in IP

CRM Integration • Basic – Screen pop on call arrival • All contact types: phone, email, web, PD – One click outdial from CRM contacts – CRM-IVR integration • e. g. , VIP, value-based routing • Advanced – Single point of admin for CIM & CRM – Integrated statistics and historical reports – Unified caller interaction history • Recording, email, chat, self-help, . . .

Contact Center in-a-Box • IT Managers Fed-up With “Too Many Boxes” • All Technologies Naturally Evolve to Pre-Integration & Unification of Earlier Components • First Step: Combine All CIM Functions Into One Product – Multi-channel ACD, IVR, PD, recording, reporting – e. g. , Cosmo. Call Universe • Second Step: Combine CIM with CRM – Customer Interaction end Relationship Management (CIRM) – e. g. , BT Contact Central

CIRM Example: BT Contact Central includes Cosmo. Com CIM (ACD, IVR & PD), plus Siebel CRM, plus recording & WFM Open, Standards-based Technology Allowed Easy Creation of Pocket Contact Central

Thin Client Agent Integrated with Siebel On. Demand

Cosmo. Connector Microsoft Contact Center Framework

Other Cosmo. Connector Plug-Ins

Seamless Agent Desktop Cosmo. Com controlled by custom Siebel buttons

Seamless Admin GUI Single point of admin for agent creation, strategy definition, … Single point for IVR and call flow design

Cosmo. Corder Multimedia Recording & Reviewing Suite - Browser-based Reviewing Tools for Anywhere Access - Standard DBs for Easy Integration / Customization

Manage CCOD

Platform Management • Tools and procedures needed – Initial deployment – Adding tenants – Managing the platform – Managing the tenants – Upgrading the platform (zero downtime) – Migrating the tenants (gracefully) • Experience … experience

Tenant Self-Administration • Browser-based GUIs allow remote administration of Virtual Call Center – Moves, adds, changes – IVR design – ACD routing rules – Dialing plan rules • Customizable multi-level admin permission levels • Updates applied in real time and propagated system-wide • Secure tenant partitions – MS Security Model – Active Directory • SP also able to perform on behalf of tenant (e. g. , for a fee)

System Management (by Service Provider) • SNMP Traps & Monitoring – Cosmo. Com provides monitoring & alarming tool – Published MIB enables Third party monitor (e. g. , Open. View) – Monitoring service provided by Cosmo. Com to some SPs • Diagnostic Tools – – Configurable Event Loggers Network Protocol Decoders (Ether. Real Plug-in) RTP Decoder & Voice Analyzer Integration with Windows Performance Monitor & System Counters • Capacity Management – Call Throttling with SNMP Alarming – O/S Disk Management with SNMP Alarming • Audit Trail – Cosmo. Admin changes – Cosmo. Designer script uploads – Cosmo. Console access • Call Detail Records – All contact types, cradle to grave – Output format flexibility • License Management – Monitoring & Reporting – Enforcement – SP Level & Tenant Level Tools

A Carrier-Class Platform • High Capacity, Scalability & Availability – – Carrier Grade, Cost-Effective Platform 120, 000 Agents Per Single System Image Software-Based Design Enables Smooth Scaling “Five 9 s” Prescriptive Architecture Has No Single Point of Failure • Comprehensive Multi-Tenancy – Resource Sharing; Secure Tenant Partitions – Tenant Self-Administration and Centralized Administration – Remote Management and Monitoring • Extensive Multi-Language Support – Double-Byte Inherent in System – Support for Multi-Lingual Agents, Centers • Easy To Integrate – More Integration Points Than Legacy Technology – Enables Seamless CIRM and CIRM-OD • Backed by a Carrier-Class Company – Four Tier, 7 x 24 Software Assurance Program – Support. Net Support Extranet – Cosmo. Vantage™ Market Success Program

The Leader Thank You