THE SHORTEST PATH TO CUSTOMER VALUE. Microsoft Dynamics TM CRM + Alcatel OmniTouch Contact Center P REMIUM E DITION

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1 ( THE SHORTEST PATH TO CUSTOMER VALUE Microsoft Dynamics TM CRM + P REMIUM E DITION

2 A HIGH PERFORMANCE CONTACT CENTER SOLUTION IS A CLEAR ENABLER OF NEW REVENUES AND REDUCES CALL RESOLUTION COSTS. ( Microsoft Dynamics TM CRM + P REMIUM E DITION A winning alliance for long-term customer satisfaction Alcatel and Microsoft have joined forces to provide an integrated solution that transforms customer frustration into customer satisfaction that lasts. This cutting-edge solution combines expertise in contact center technology and customer relationship management, providing immediate business benefits such as low cost of ownership, help to increase agent productivity, easy set-up and maintenance, and numerous up-selling and cross-selling opportunities. :) :( CUSTOMER FRUSTRATION My agents spend too much time searching for information and customers get angry! I need to set up and operate a best-in-class contact center but do not have a highly skilled team. Few customers get the right answer at first call which results in frustration for everybody, including my agents and my boss! CUSTOMER SATISFACTION My agents benefit from a single interface for all customer information and can provide a timely response. I can manage the whole contact center on my own; it s easy. With access to customers past interactions, agents are ideally positioned to proactively propose products and services. Success is considerable in up-sell situations. >2 ALCATEL

3 Combining the best of Contact Center & Customer Relationship Management (CRM) solutions Integrating computer and telephony environments (CTI) and Customer Relationship Management (CRM) is no longer an option in highly competitive business environments where customer expectations are growing by the day. This is one of the shortest paths to customer satisfaction and agent efficiency. At every interaction voice and with the Contact Center, agents benefit from a synchronized screen pop with all the customer details (historical information, past purchases, profile or segment). This information empowers agents, helping increase their efficiency and creating long-term customer relationships based on mutual trust. ) ALCATEL 3>

4 Microsoft Dynamics TM CRM + P REMIUM E DITION ( KEY BENEFITS Microsoft Dynamics TM CRM AN INTEGRATED SOLUTION Microsoft Dynamics TM CRM is a customer relationship management solution that provides the tools and capabilities needed to create and easily maintain a clear picture of customers from first contact through purchase and post-sales. With modules for sales, marketing and customer service, Microsoft Dynamics TM CRM delivers a fast, flexible, and affordable solution that drives consistent, measurable improvements in every business process, fostering closer relationships with customers and helping to achieve new levels of profitability. Works the Way You Do Works the Way Your Business Does Works the Way Technology Should Rich CRM capabilities with native Microsoft Office experience Consistent customer processes with real-time business insight Fast to deploy, simple to customize, and easy to manage >4 ALCATEL

5 HIGHLIGHTS AT A GLANCE Sales: create demand and generate new business Microsoft Dynamics TM CRM sales module helps you: increase the sales pipeline with qualified sales leads and opportunities, maximize the sales strategy through centralized, coordinated sales processes, prepare the sales force for important customer meetings by accessing sales opportunities and service histories for each customer. Marketing: get a clearer view of customers for better decision-making Microsoft Dynamics TM CRM sales module allows your marketing force to: create a single view of each customer based on every piece of information collected, focus marketing efforts using intelligent list and segmentation tools, execute smarter marketing campaigns with powerful analytic tools, understand what customers are really saying with reporting and analysis tools built on Microsoft SQL Server. Customer Service: provide more value to customers Microsoft Dynamics TM CRM customer service module enables your organization to: respond faster to service issues by delivering the right answers to customers in real-time, use centralized scheduling and dispatching to manage resources and coordinate services. ALCATEL 5>

6 Microsoft Dynamics TM CRM + P REMIUM E DITION ( Call Qualification User Roles Customer Interactions Routing Agent Desktop PREMIUM EDITION PREMIUM EDITION Reporting CRM Adapters Collaboration Overrun PREMIUM EDITION is the solution for companies looking for proven, leading edge Contact Center capabilities in a cost-effective, future-proof solution. Built upon proven and robust Genesys technology, this solution for contact centers of agents, offers the easy-to-use functionality of the Alcatel OmniTouch family: full, ready-to-go package for multimedia routing, CTI integration, pre-qualification and reporting, intuitive, role-based and fully graphic interface. PREMIUM EDITION is designed to be immediately and intuitively operated by the contact center staff; namely managers, supervisors and agents. It dramatically reduces training costs, and time to customer value --- the period between implementation and the first call answered by an agent. >6 ALCATEL

7 FEATURES AND BENEFITS VISUAL CC VISUAL IVR Visual CC is an integrated supervision application. Thanks to its unique intuitive interface, it dramatically cuts the cost of development and deployment, while making Contact Center operations accessible to anyone without a heavy training phase. Visual IVR is an integrated solution for call pre-qualification, accessible from Visual CC. Based on a fully graphic interface, Visual IVR reduces both time to value, through its intuitive interface, and total cost of ownership. It offers a single point of control and management. COLLABORATION An embedded real-time collaboration tool expands CC beyond the walls. It improves first call resolution and decreases call length. OVERRUN NBRE D UTILISATEURS An overrun function allows for unpredictable peaks of traffic at no extra cost. Jan. Fév. Mars Avril Mai Juin Janv. : Campagne Go US Avril : Campagne 1 week free «Le Centre de Contacts d Alcatel intègre le concept de flexibilité.» ALCATEL 7>

8 Microsoft Dynamics TM CRM + P REMIUM E DITION ( Together, COMBINING Microsoft Dynamics TM CRM + PREMIUM EDITION Alcatel, Genesys and Microsoft are delivering powerful industry-leading software solutions, providing out-of-the-box functionality to accelerate implementation time and help reduce both the risk and cost of ownership. PREMIUM EDITION offers off-the-shelf integration with Microsoft Dynamics TM CRM thanks to a G-Plus Adapter developed by Genesys, an Alcatel Company. Customer service, help-desk, technical support, sales and telemarketing groups are just a few examples where this intelligent combination can bring significant business value. >8 ALCATEL

9 DISCOVER THE POWER OF CONTACT THAT LASTS Because technology matters but business is your main concern, this state-of-the-art solution combines the experience of recognized technology leaders: Alcatel, Genesys and Microsoft. From the design phase to the integration of your CRM application, every stage is optimized for maximum business impact and simplified to shorten the time to customer value. FEATURES Media (voice, ...) routing for Microsoft Dynamics TM CRM interactions Single desktop and data repository Seamless integration of customer data (screen pop) Packaged solution Genesys Technology Inside PREMIUM EDITION BENEFITS Improves operational effectiveness with a single platform and business rules for all Microsoft Dynamics TM CRM interactions. Increases agent productivity by allowing agents to view customer history across all inbound and outbound interaction channels; while blending voice and work items. Improves customer satisfaction by automatically delivering customer information to the agent desktop. Low cost of ownership by reducing integration costs and training needs. Easy and fast to configure and deploy. Open, robust and future-proof thanks to the leading technology in the contact center arena. ALCATEL 9>

10 Microsoft Dynamics TM CRM + P REMIUM E DITION ( PARTNERING FOR SUCCESS ) >10 ALCATEL

11 About Microsoft Dynamics TM Microsoft Dynamics TM is a line of financial, customer relationship and supply chain management solutions that helps businesses work more effectively. Delivered through a network of channel partners providing specialized services, these integrated, adaptable business management solutions work like and with familiar Microsoft software to streamline processes across an entire business. About Microsoft Founded in 1975, Microsoft (Nasdaq MSFT ) is the worldwide leader in software, services and solutions that help people and businesses realize their full potential Microsoft Corporation. All rights reserved. Microsoft and Microsoft Dynamics are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries. About PREMIUM EDITION PREMIUM EDITION has been designed to match needs of contact centers from 30 to 150 agents. It provides an easy-to solution at every stage, while optimizing cost, and providing unmatched usability and operational efficiency. PREMIUM EDITION reconciles the power of Enterprise Class solutions with the serviceability Mid-Market Contact Centers are expecting. About Alcatel Enterprise Solutions Division Alcatel is a leading provider of communication solutions to small, medium and large enterprises and to public sector institutions worldwide. Our portfolio includes business communication applications such as Contact Centers and Unified Communications, an advanced IP Telephony offering, and IP Networking products. We deliver an enhanced competitive edge to your business by increasing customer satisfaction, employee productivity, and operational efficiency. ALCATEL 11>

12 ENG - 06/ All rights reserved. 2006, Alcatel Business Systems 32, avenue Kléber, Colombes, France - RCS Paris B This document does not constitute a contract. The functions mentioned are country-specific and availability depends on the public network to which systems are connected. Alcatel reserves the right to modify characteristics without prior notice All trademarks are the property of their companies. Pictures: Getty images - Printed in EEC on chlorine-free paper. Agency: The Marketingroup Microsoft Corporation. All rights reserved. Microsoft and Microsoft Dynamics are either registered trademarks or trademarks of Microsoft Corporation in the United States and/or other countries.