A Complete Contact Center Suite. Open Architecture

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1 A Complete Contact Center Suite etalk Qfiniti Enterprise (EQE) is a scaleable and modular suite of integrated call center applications that includes core technologies like compliance / liability recording (Qfiniti Observe), quality assurance (Qfiniti Advise, Qfiniti Expert) and workforce management (Cardiff), plus advanced functionality from modules like Qfiniti Assist, Qfiniti Explore and Introspect. As you add new modules, you increase the functionality and power of the total solution, and once the full suite is turned on, EQE Intelligent Call Center places you in a clear leadership position, with the industry s most powerful tools to drive agent effectiveness, hear the voice of the customer, and drive increased business value through the call center. An important step in meeting our growth plan is acquiring new cuttingedge technology to offer new and improved services. For that reason, we decided to look for a partner who could take us to the next level in services and etalk became the obvious option with its perfect combination of technology, cost, flexibility and support. Sandra Viviana Gonzalez, Business Manager, Contact Center Americas Open Architecture etalk Qfiniti Enterprise (EQE) is ODBC-compliant and completely hardware independent. This means that you are not forced to buy any proprietary hardware; you can purchase all the required hardware and third-party software on the open market. This gives you the freedom to leverage your existing relationships and corporate standards and also eases administration of the system for your IT personnel. EQE can be deployed on industry-leading servers, such as HP, Dell, and IBM and it interfaces with the major ACDs and dialers, including Avaya, Nortel, Aspect, Rockwell, Concerto, Aastra Intecom, Alcatel, Cisco, Siemens, NEC, Ericsson, Mitel and others.

2 A Scaleable Solution In our market, it s critical that we differentiate ourselves through the superior quality of our customer service. etalk s performance impact suite enables us to deliver that higher level of service. We looked at a number of options and found only etalk delivered the quality of service and range of solutions that met our needs. Nancy Allen, VP Member Services, Wescom Credit Union With EQE, you can grow your contact center quality program to meet your changing business needs. The distributed architecture gives you highly flexible deployment options while taking advantage of existing IT infrastructure. The system s modular topology easily supports both single and multiple-site deployments. Intuitive modules allow you to easily deploy and manage all Qfiniti elements with a single interface. Qfiniti scales both horizontally and vertically, and is designed to support everything from small contact centers, to even the largest and most complex enterprise deployments. For example, one of the most popular EQE-recommended servers has six available card slots. You could use standard 48-port T1 cards in each slot, providing 288 record/playback ports per server. VoIP environments can provide up to 300 ports per server, and station-side and trunk-side logging environments can provide even more capacity, with up to 512

3 record/playback ports per server. And EQE has no limitations on the number of servers you can connect together. British Sky Broadcasting Business Case British Sky Broadcasting operates the largest digital television platform in the UK and Ireland, and is a leading broadcaster of sports, movies, entertainment and news. The company employs approximately 6,000 people in various internal and outsourced customer contact centers. Sky s contact centers are under high pressure, operating 24 hours a day and handling up to a million calls per week from customers throughout the UK and Ireland. A solution was required that was simple to use across Sky s vast organization and also scalable to enable the inclusion of outsourcers. After months of extensive research, Sky selected etalk and within only four months of launch the results were already validated in a customer research survey that showed an increase in Sky s overall call performance rating of 5% vs immediately prior to implementation and 10% higher than the average of the previous two years, and the satisfaction continued to climb steadily as months went by. This rating was correlated to improvement in a variety of related metrics, such a question resolution, which also improved by 5%. Significant improvements were evident in other ratings as well, including ability of agents to properly understand customer questions, which improved by 7%. and agent professionalism, which improved by 4%.

4 Advanced Features The following features are supported by EQE. etalk Qfiniti Enterprise 2008 Winner IP Contact Center Technology Pioneer Award Advanced IP Recording Customer Interactions Solutions Magazine Feature All Functions and Features Supported via Single Unified User Interface Enterprise-Wide Capabilities with Centralized Management and Administration Choice of GUI-based or web-based user interfaces Logging (full-time recording) with Built-In Media Player Quality Assurance Recording (Random) Integration with TDM, VOIP or Mixed Telephony Systems Recording of Synchronized Voice and Screens Recording based on desktop-application triggering (EasyLink) Live Monitoring of Voice and Screens Agent-Initiated and/or Supervisor-Initiated Record on Demand Follow-On Transfer (FOT) Agent Performance Evaluation Search and Retrieval of Recordings Exporting of Voice Recordings in Industry Standard.WAV Format Built-In Reporting via Microsoft SQL Reporting Services Industry Standard ODBC-Compliant Database Built-In System Security Login via Windows Authentication System Diagnostics Alert and Alarm Capabilities Archiving and Aging Screen Data Tagging elearning (Qfiniti Expert) Intelligent Speech Analytics (Qfiniti Explore) Knowledge Database Search (Qfiniti Assist) Desktop Workflow Analysis (Introspect) Qfiniti Support

5 About Polaris Vanguard Polaris Vanguard has deep domain expertise in the call center and BPO segments. Polaris Vanguard LLC specializes in design and implementation of analytics solutions. We have offices in the USA and Philippines, and alliance partners in Singapore and India. Polaris Vanguard has deep domain expertise in the call center and BPO segments. Extending well beyond mere computer-telephony integration, our scope of work generally includes responsibility for design and implementation of analytics projects, to ensure that the total solution will actually generate economic value.