hard Brown Vice President - EMEA REIMAGINE THE FUTURE

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2 hard Brown Vice President - EMEA REIMAGINE THE FUTURE

3 20 Years of best practices in communication, collaboration and customer engagement customers globally Recognized industry leader in contact center Focused on innovation and execution

4 Rapid, flexible deployment options Single, open platform for collaboration, communications, and customer engagement Hybrid go-to-market model Focus on innovation & execution.

5 A LONG HISTORY OF INNOVATION

6 BROAD AND DEEP FUNCTIONALITY ALL-IN-ONE SOLUTION MULTICHANNEL ROUTING VOICE SELF SERVICE REPORTING WORKFORCE OPTIMIZATION OUTBOUND DIALING COLLECTIONS CRM INTEGRATIONS BUSINESS PROCESS AUTOMATION UNIFIED COMMUNICATIONS

7 WHERE WE ARE TODAY?

8 RECOGNIZED AS A LEADER Magic Quadrant for Contact Center Infrastructure, Worldwide, Gartner, Inc., North American Contact Center Systems Company of the Year Award - Frost & Sullivan 2014 EMEA Contact Center Systems Company of the Year Award - Frost & Sullivan

9 RECOGNIZED AS A LEADER Magic Quadrant for Cloud North American Contact Center Systems Company of the Year Award - Frost & Sullivan 2014 Contact Center, Gartner, Inc., 9 EMEA Contact Center Systems Company of the Year Award - Frost & Sullivan

10 BUSINESS PROCESS AUTOMATION MODELLING REPORTING CAPTURE PRIORITIZE ROUTE ESCALATE TRACK MONITORING EXECUTION PRESENTATION

11 The Inefficiency Culprits Results Lack of control/visibility Inefficiency and rework Regulatory non-compliance Inconsistency (lack of best practice) Fraud and Error Lack of agility

12 Unifying Application Layer and Overview of the Entire Process Phone Sales Management Phone Service , Fax and Scanning Accurate Work Delivery User Presence Monitoring, Alerting & Reporting Ease of Process Modification Integrated Communications Interaction Process Automation (IPA) Content Management Relational Database Customer Relationship Management Core Processing Systems Mainframe Enterprise Resource Planning (ERP)

13 Intuitive, Visual Design Environment

14 Users Receive Work In A Standard Way Users receive work in My Work Items tab, in the same UI used for interactions

15 Track Process and Work Level Detail

16 Typical Manual Complaints Process Customer s Complaint Manual Search for Customer Information Manual Review For Missing Data Manually Retrieve Missing Information from Customer DB Complaint To Relevant SME SME investigates Is Complaint Valid? Yes Agree Corrective Action Manually Notify Customer Of Acceptance Update CRM and Internal Update No Manually Write And Send Rejection Letter

17 Typical Manual Complaints Process Channel Agnostic Customer Customer s Complaint Interaction Manual Search for Customer Information Manual Review Manually For Retrieve Missing Automate Customer Missing Data History and Data Information from Customer DB Complaint SME investigates To Automatically Relevant Route to the Best SME Available Agent. Business Rules Assist Is Complaint and Guide Agent in Valid? Assessing Best Practice Yes Manually Agree Corrective Update CRM and Automate Customer Interaction, Notify Automate Compensation, Action Internal Update Customer CRM Update Of Acceptance No Automatically Generate Manually and Write Send And Send Rejection Rejection Letter Correspondence Update CRM

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22 What are example use cases? Complaint management Employee on-boarding/off-boarding Regulatory submission compliance New business sales processing Post-call follow up Capital spending approval Account opening Lead management Appointment setting Ticketing helpdesk Query management Collections and debt-recovery Documentation Proof of ID submission

23 REIMAGINE THE FUTURE