Voice Data Recording with Cisco IP Telephony

Voice & Data Recording with Cisco IP Telephony Katherine Bost IP Channel Sales Manger – US COMPANY CONFIDENTIAL © Witness Systems 2004

Witness Around the World n n n n Founded 1988 NASDAQ listed Acquired Eyretel in 2003 550+ employees Over 7000 recorders installed worldwide $110 m Revenue (70% Direct – 30% Indirect) Profitable & Cash Flow Positive

The e. Quality Suite

Witness drives. . n Risk Management, Quality, Productivity, and Service Improvements by : n Capturing/Gathering Information l n Analyzing Customer Interactions l n (Record, Playback, Evaluate) (Determine areas of opportunity and root causes) Enabling action to Train, Develop and Improve l (Agent Training, System Improvement, Process Development)

Global Market Leader Estimated 80% market share in pure IP recording environment

Strong Revenue Growth $110. 1 $62. 5 $43. 9 $23. 0 $67. 7 $118$123

Technology in Transition IP Recording Growth WITS IP Growth

Our Cisco Partnership n n n n n Witness has been a Cisco AVVID, EVVBU and CCBU partner for over 3 years Witness has premier ‘Select Partner’ and Cisco Compatible status Cisco is a global customer of Witness Contact. Store IP products Successfully completed Cisco Interoperability Verification Testing (IVT) on 3. 1, 3. 2 & now 3. 3 – soon CM 4 Exec. Record won ‘Best Return on Investment’ application at Cisco’s global XML competition last year Due to IVT process Cisco TAC is aware of Contact. Store IP Support Call. Manager, Call. Manager Express and IPCC Express Witness now has over 250 live sites with Contact. Store IP recording Cisco Call. Manager and IPCC Certified on the Golden. Bridge / Solutions Interoperability Testing program GB 2

Cisco Status n Select Partner Status l 400+ applications in AVVID program Ø Ø l Select program will reduce to 12 key partners Ø l n Confusion in marketplace AVVID program too diluted to be of any value AVVID resources will be focused on these partners Witness was the first recording solution to be selected Golden. Bridge Test Program l l l Large scale test lab to prove resilience in enterprise deployments Witness one of only 4 partners WW invited to take part Completed and certified on GB 2

Contact. Store IP (CSIP) – What is it: n n IVT and GB Certified with Cisco Acquire more value from telephone interactions by recording, categorizing, and storing calls Replay, review and act upon captured customer intelligence to help serve customers better l Quickly resolve disputes l Resolve unclear or review instructions l Assess up selling opportunity l Assist in training (best practices calls) Quickly search and retrieve calls for playback l Browser-based for easy access l Graphically “see” call and identify points of interest Ø Prolonged silence, higher volume, raised voice

CSIP Business Benefits n Decrease Costs l l l n Increase revenue l l n Increase searching productivity Reduce number of penalties Reduce number of dispute payouts Assess up-selling opportunities Assist in training (best practices calls) Improve customer satisfaction l Quickly resolve disputes l Resolve unclear/review customer instructions

Benefits over Traditional TDM Systems n Scalable in increments of 1 – do not have to purchase in normal analog and digital increments of 16, 32, etc. As server power increases, so will recording capacity – software only solution investment protection No cabling to trunks / extension lines – MACs via software therefore no cabling changes required Price point and solution packaging allows businesses to discover new uses for recording Multiple Recording Modes Available in the Same Software Only Recording Solution Flexible Recording Control n Recording configuration performed via simple GUI n Runs on industry standard PC servers and operating systems – no longer tied into proprietary H/W n n n

Where we fit – and where we do not fit

Recording for Compliance Trading and Back-office Legal requirement & dispute resolution • Finance houses • Stockbrokers • Banks • Insurance • Outsourcers • Government Recording is often essential in these environments

Recording for Business Efficiency Risk reduction • Protection & security • Proof of ‘who said what’ • Verification of the facts • Threatening & Abusive calls Business efficiency • Verbal contracts reduce paperwork • Verbal direct debits • Customer calls are part of workflow • System inefficiencies identified • Order Processing • Help Desks • Sales Office • Hotels Reservation • Hotlines • Switchboard • Back Office Recording and analysis can return huge efficiency gains with strong Return On Investment

Contact Center Improvement Contact Center Performance Optimization (CCPO) Recording and analysis can be used for: • Protection & security Contact Centre challenges: • Skills assessment • Agent training • Improved customer service • Cross sell / up sell • Retain Agents • Reduced call duration • Improve selling skills Witness have a range of contact centre recording solutions for 1 agent upwards! This market has the largest growth – Strong ROI’s and essential component in modern IP Contact Centers

Witness’ Cisco IP Customer Base n n Over 200 Customers Worldwide… … Representing over 350 sites and 17, 000 licensed seats, distributed globally as follows: l l l n Americas – 51% Asia-Pacific – 15% EMEA – 34% … And ranging from: l l small-scale operations (2 seats to 50 at a single site) to… full enterprise-level, global operations (from dozens of sites up to over 100 and from a few hundred seats to well over 5, 000)

Witness’ Cisco IP Customer Base Cont’d n n … Including a full range of both agentbased and IP trunk-based recording scenarios… Providing both 100% (regulatory, liability, etc. ) and selective (quality monitoring, sales verification, etc. ) recording services to a wide range of business operations

Industry Leading Customers Witness Does Business With 50 of the Top 100 Global Companies.

Witness Financial Services customers recording Cisco IP

Additional Witness customers recording Cisco IP n 4 Wheel Parts n AQR n Atlantic Coast Airlines n Bankers Bank n Birmingham Waterworks n City of Avondale n City of Lufkin Colorado State Employees n CU n Corporate Express n Credential Financial n Duncan Williams n Fort Bliss Federal CU n n n n n Heritage Trust FCU JJ Fast Food Distributors. Marsh & Mc. Lennan Mimos Berhad Nirvana Business Solutions Pink Home The Container Store Time Warner Entertainment U. S. Concrete Western Gas Resources

Recent wins n l l l n 1600 channels across 3 sites – Bangalore, Pune & New CC in UK Further 900 channels for Canada + Bang & Pune expansion C&W migrating CC operations to India Hosted IPCC in Data Center in UK Regulatory Recording and web based silent monitoring CSIP PLUS . l l n . 2 sites (300 + 150) mirrored at one site to give 600 recorded channels 100% fault tolerant environment Integrated to LSE’s corporate archiving solution for storage up a minimum of 7 years Competed against NICE Shinko Securities 93 Sites with 6000 IP phones with one central Call. Manager l Record on Demand on all phones l Two large central call centres l

Where does Witness play / not play Where we fit exactly is where there is a need to record because of regulatory / compliance needs (e. g : the FTC Telemarketing rules, HIPAA, etc; where there is a latent need for quality management (anybody with a strategic mandate around customer service, etc) Beyond this there's a latent opportunity around the whole record on demand piece in the back office where Cisco can promote recording as "added value" but we can admit this is an evangelistic sale vs. the established demand of compliance/ risk management and QM. We do not play very well in the financial trading space with Turret systems

Positioning

Closed loop performance optimization Define KPIs Improve Skills, Re-engineer Processes Investigate Opportunities to Optimize Review Customer Interactions Identify Critical Execution Issues

Contact Center Challenges

Conflicting Objectives

Focus on Root Cause

Unnecessary Contacts Frustrated Customers Missed Sales Inadequate Training Ineffective Processes Customer Contacts. Demanding Market Data Entry Errors Customer Admin Slow Cycle Time Order Processing Billing Fraud Adherence Payment To Process Collections Unclear Information

Eliminate Contacts Delight Customers Drive Revenue Increase Retention Enhance Loyalty Spot Trends Customer Contacts Increase Effectiveness Decrease Costs Customer Admin Order Processing Billing Avoid Fraud Audit Payment Adherence To Process Collections Maximize Customer Satisfaction

Improving Performance

Enterprise Collaboration

Many Channels, One Customer Effectiveness Efficiency

. . . Opportunities Source: Gartner

Driving Workforce Optimization

e. Quality Contact. Store IP software recording solution for Cisco AVVID

AVVID Architecture Partners Applications Call Processing Collaboration Cisco u. One Voice Mail, UMS Video Cisco Call. Manager Directory PSTN Infrastructure IP IVR, IP AA Apps Engine Intelligent ICM Contact Manager IP Network • PSTN gateways • Analog phone support • DSP farms Clients IP Soft. Phone The World Is Now Global— All Apps Must Travel Time and Distance

What Contact Store IP is NOT Traditional Contact Store voice recorder IP card instead of trunk / extension interface card LAN • Contact. Store IP is NOT an IP enabled traditional TDM Contact. Store Contact Store IP : It’s delivered on a CD • Runs on industry standard PC Server hardware for ANY type of deployment • I. e. all compression rates can be handled by standard servers

Contact. Store IP for Cisco n n n Supports Cisco AVVID including CM 3. 2, 3. 3, IPCC Software only solution - Standard PC server hardware Scalable from 1 to over 4000 concurrent recordings Bulk and on-demand recording supported Silent monitor (service observe) capability Web based Passive recording – Zero load on Call. Manager (no JTAPI) replay Stereo recording supported (both sides recorded separately) Storage to any Windows 2000 compatible device including SAN/HSM etc (125 hours per GB) Rules based archiving supported using Witness Archiver app Screen & Data Optional screen, email and web chat recording ICM Integration for rules based recording and enhanced tagging l E. g. Recording based on skill group, inbound calls only. l Tagging with Agent ID, Skill Group and customer data. Agent quality monitoring applications Rules based archiving

Technical Architecture example

Contact. Store IP Exec Record • Can activate recording during a call • Whole call recorded – not just when the button is pressed • Supported on any Cisco IP phone with XML display • Supported on Cisco 7970 Touch Screen Color Phones • Affordable, scales from 1 phone upwards 7970 Touch Screen IP Phone Applications: • Senior Managers • Complaints • Dispute call • Threat calls • Purchasing What you would have kept You press record here The whole call is kept with Witness Exec Record

Contact. Store IP Call Tag CUSTOMISED TAGGING VIA THE IP PHONE • Calls can be tagged at any time during the call • Calls can be tagged using a list of call types e. g. complaint call • Tagging can also automatically trigger recording of entire call • Multiple tagging can be supported • Simplicity in locating these ‘tagged’ calls later Reference number can be entered 7970 Touch Screen IP Phone Ideal in environments without CRM/CTI desktop

Contact. Store IP Email Call EMAIL CALL DIRECTLY FROM PHONE • At any time during the call, the entire call can be emailed • Option to email and delete or email and keep on system • Features allocated on a per user basis 7970 Touch Screen IP Phone All Text and Graphics displayed is fully customisable Hyperlink to a secured recording with full authentication

Contact Viewer

Full audit trail n Detailed audit trail essential for financial customers

Business Benefits n First Call Resolution l l Holds (AHT) Transfer Rate hs t Skills Levels on Training 6 m in n Achievements Through Actionable Intelligence ed er l Reduction Of 36 FTEs (4. 4% Of The Workforce) v li. Internal Rate Of Return Of 17% e Dl l l First Call Resolution Increased From 74. 9% To 78. 5% Holds Reduced From 17% To 13. 75% Transfer Rate Reduced From 11. 6% To 10. 9% Annual ROI Of $1, 500, 000 And Growing

Capture and Review …. Sales E-Mail Service Web Chat Claims Captu re Telephony ……. Trading Desk Branch office Call Center Replay Customers Archive

e. Quality Vision Example – First time call resolution Every block is a call Red = 4 or more contacts over last 30 days. Yellow = 3 contacts over last 30 days Green = 2 contacts over last 30 days Blue = Case closed on first call Example showing agent’s cumulative activity across the day. For example, l Customisable, based on any info tagged with a call l Allows abnormal activity to be instantly identified l The reasons why can be discovered by listening l Internal processes can be improved l From ‘What to Why’ Red = Complaint calls Purple = Account opening Yellow = Account closure Blue = Order placed

You can’t manage what you don’t measure… Sales E-Mail Service Web Chat Billing Captu re Telephony ……. Contact Center ct A t Analyze & Score Ac Customers

Pro-active contact organisation

Assessing interactions

Why Witness Helps to sell more AVVID Recording is a requirement when lives or verbal contracts are at stake n Brokerages & wholesale banking n Retail banking n Emergency Services - Police, Fire, Ambulance n Call Centers that take orders over the phone n Sales / Purchasing departments n Security Quality Monitoring is now a standard requirement for CC n 85% of CC do some for of QA n Market is only 20% penetrated Witness’ XML applications are differentiating Call. Manager n Anyone can now record & use important calls n Application suite scales from one to unlimited numbers of channels

Why software IP recording helps sell IPT solutions

Witness in IP Telephony recording n n n n Largest install base of IP recording solutions globally Clear market leaders in IPT recording with Cisco Over 350 live sites with Contact. Store IP recording Cisco Call. Manager and IPCC Cisco use Witness IP recording internally, worldwide Numerous industry awards for XML applications on Cisco phones Fully verified with Cisco Compatible Status & TAC aware Cisco Select Partner & Golden. Bridge (SVT) partner

Benefits of CSIP over TDM Recording l l l l l Runs on standard PC server – no longer tied into proprietary H/W Scalable from 1 phone upwards – in increments on 1 As server power increases, so will recording capacity Resilience easier and more cost effective to deploy No cabling to trunks / extension lines – CSIP connects at LAN level Remote installation, commissioning, support and upgrades Adds, moves & changes with TDM recording is expensive & difficult Recording rules – such as ‘record all calls’ to ‘record on demand’ done in seconds Configuration performed via simple Windows Snap-in Extension Mobility CSIP allows you to record the person, not the phone Enterprise users can free seat with record rules applying

Benefits of CSIP over TDM Recording n INTEGRATION WITH CISCO SKINNY l l l Witness decode Cisco SCCP Skinny IP phone protocol No CTI feeds are required – common headache with TDM recording Plug and play functionality Out of the box control and tagging Fault tolerant - If the phone is operational, recording continues CTI INTEGRATION ON TDM Often complex and expensive. Can cost $25 K to switch on CTI on TDM PBX CTI failure can cause recording and tagging to fail FEATURE SUPPORT WITH SKINNY Call. Manager and IPCC recording Tagging can be enhanced by CTI e. g. ICM

Benefits of CSIP over TDM Recording n WITNESS USE OF OPEN STANDARDS l l l n Cisco’s open XML interface allowed recording applications to be developed Witness’ IP recording suite is Windows 2000 based Storage is open – instant access and archiving to DVD/DAT/MO/SAN STEREO RECORDING l l Witness’ IP recording allows both sides to be recorded separately Important for dispute management – verifying trades by clearly listening to each trader As speech recognition develop, word spotting, speaker authentication etc can be used Unique to the IP environment

Witness in summary n n n A leading global provider of performance optimization software and services Witness develops partnerships which deliver multi-million dollar returns to our customers. Witness delivers solutions that optimize performance in call centers. Witness positively affects strategic imperatives by focusing on key operational metrics. Witness accomplishes our goals by monitoring customer interactions, performing gap analysis and applying insight to improve People, Processes & Technology. A Witness solution is created by l l l Highly skilled contact center consultants Applying domain expertise In best practices Utilizing the e. Quality suite of applications.

Summary Cont. n n n n World leader in Cisco IP Telephony recording deployed in sites globally 65% of IPT installed base in Finance Vertical Cisco Select Partner Solution Verification Test Partner (Golden. Bridge) Adds value to a Cisco IP telephony solution across all finance vertical sectors and contact centers : helps you differentiate vs TDM competitors Software only solution allows scalable from one phone upwards & does not lock customers into proprietary hardware Analysis, voice, email and speech recognition capability

Key US contacts Katherine Bost – Primary Sales and Channels Lead US, IP kbost@witness. com 704 -895 -3046 Duncan Hawes – Primary Technical Lead US, IP dhawes@witness. com 914 -684 -0076 Andrew Flury - Global Alliance Manager, Cisco aflury@witness. com 770 -754 -8695