BT Cloud Contact. Service Overview. Next Generation. Version: 4.1 July 2014 Author(s): BT Cloud Contact Product management

BT Cloud Contact Next Generation Service Overview Version: 4.1 July 2014 Author(s): BT Cloud Contact Product management

- 1 - Index 1 SERVICE OVERVIEW... 2 1.1 ADDRESSING THE CHALLENGES WITH BT... 3 1.2 BT CLOUD CONTACT BENEFITS... 4 1.3 PRE-INTEGRATED SERVICE ELEMENTS... 5 1.3.1 BT Inbound Contact... 5 1.3.2 BT Inbound Services (UK)... 5 1.3.3 BT Connect... 5 1.3.4 Internet Access... 5 1.3.5 VoicePort... 5 1.3.6 BT Optimise Contact Cloud... 6 1.3.7 BT Secure Contact... 6 2 BT CLOUD CONTACT FEATURES & FUNCTIONALITY... 8 2.1 CLOUD CONTACT SYSTEM OVERVIEW... 8 2.2 BT CLOUD CONTACT FEATURE SET... 9 2.2.1 Email... 11 2.3 BT CLOUD CONTACT ONEDESKTOP... 11 2.3.1 OneDesktop CTI... 12 2.3.2 OneDesktop Contact Management... 15 2.3.3 The Navigation Menu... 17 2.3.4 OneDesktop contact management database... 18 2.3.5 OneDesktop integration with Salesforce.com... 18 2.3.6 Preview, progressive and predictive Dialler (scheduled for Q1 2015)... 19 2.3.7 Reports... 20 2.4 CUSTOMER SELF ADMINISTRATION... 24 2.4.1 BT Cloud Contact Administrator... 24 2.4.2 BT Cloud Contact Designer... 26 2.5 STORAGE... 27 2.5.1 Standard and advanced resilience storage options... 27 2.6 MINIMUM CLIENT REQUIREMENTS... 28 3 TECHNICAL ARCHITECTURE... 30 3.1 TECHNICAL ARCHITECTURE... 30 3.2 BT CLOUD CONTACT RESILIENCY AND REDUNDANCY... 36 3.2.1 On-Site Resiliency... 36 3.2.2 Inter-Site Redundancy... 36 3.2.3 Protection mechanisms against loss of data... 37 4 SECURITY... 38 5 SERVICE ASSURANCE... 39 6 PRICING... 40 6.1 PRICING MODEL... 40 6.2 ASSOCIATED CHARGES... 41 6.3 PRICING AND ORDERING... 41 7 SERVICE DELIVERY... 42 8 ROADMAP... 44 9 GLOSSARY... 45 Service Overview Page 1 of 46

- 2-1 Service overview Doing business in an increasingly digital environment presents endless possibilities. Alongside traditional communications methods such as telephone and face-to-face service, organisations can connect with partners and customers in real time via websites, emails and instant messaging. But despite the opportunities of next-generation communications, not all organisations are able to deliver a customer experience that is personal, fast and friendly. In fact, Bain and Company found that 80% of organisations think they deliver excellent customer service, while only 8% of their customers agree with them. When it comes to delivering consistently excellent customer service in the 21st century, organisations face a number of key challenges, including: Pervasive self-service technologies which reduce direct interaction between customers and suppliers reduce brand loyalty and increase customer churn. Increased demand for consistent, 24x7 service delivery over multiple channels. Growing numbers of confident, IT-literate consumers who are quick to change suppliers and voice their opinions if they are not completely satisfied. The need to strike a balance between delivering the best possible customer service and controlling operational costs. The requirement to manage peak traffic requirements effectively while ensuring that resources never stand idle. Costly in-house maintenance and system upgrades. In the face of these challenges, many organisations are reviewing the performance of their existing contact centre infrastructure. Often, legacy contact centre systems (see Figure 1 below) compromise service availability and increase maintenance costs, while failing to provide support for automated call handling and skills-based call routing. In other cases, a lack of integration between systems makes it difficult to serve customers seamlessly and effectively across multiple contact channels. Specifically, traditional approaches to deploying new contact centre services often result in a patchwork of services that are difficult, costly and complex to manage. Service Overview Page 2 of 46

- 3 - VOIP Hosting CTI BI IVR Home Working Multi Site/ Company Multiple Language Web Chat SMS Voice Mail Voice Recording ACD CRM/ SAS Database Co Browsing Agent & Web Call Back E Mail Integration Middleware Desktop Supervisor RTR Wall Board Figure 1: The traditional approach to integrating contact centre services 1.1 Addressing the challenges with BT To address these challenges, BT has developed BT Cloud Contact. This enables agents to access centralised customer information and resolve customer queries quickly and effectively via multiple, fully-integrated voice and data channels. What s more, BT Cloud Contact supports rapid call handling and connects customers with agents with the skills to answer their queries quickly at the first point of contact. BT Cloud Contact helps you overcome the challenges of traditional contact centre approaches with a complete all in one contact centre solution. This encompasses multiple elements of BT s portfolio within a standard operating environment, enabling you to: Maximise operational efficiency and minimise the cost of every transaction with intelligent use of access channels, appropriate self-service options, skills-based routing and the right commercial model Use all available skills across your organisation by creating a virtual network of experts who can be geographically distributed and are not necessarily associated with a physical contact centre Recruit the right people, irrespective of their physical location by supporting remote and home working for employees Deliver smarter customer interactions bringing together all you know about an individual customer from online, phone or face-to-face interactions and tailoring services to their specific needs Simplify integration with customer applications such as Salesforce.com and web services Service Overview Page 3 of 46

- 4 - Quickly deploy a CRM that forms part of the BT Cloud Contact package if required Typical BT Cloud Contact Solution Components ACD Services Multimedia Services Optional Services Skills-based routing Database lookup and queuing Voice recording and storage Remote agent access management reporting Email Web Collaboration Web Chat Web Call Back Voice mail Multi media Dashboard Workforce management CRM integration Self service Call back Figure 2: BT Cloud Contact provides a complete all in one contact centre solution 1.2 BT Cloud Contact benefits The BT Cloud Contact solution helps organisations maximising their commercial power of multichannel customer communications. By embedding all contact centres components including multichannel services, IVR, skills-based routing, configurable agent front end and our ubiquitous administration cockpit into one inherently unified application, BT Cloud Contact significantly reduces the time, cost, risk and resources needed to deploy, deliver and maintain your contact centre solution. Figure 3: the all in one Contact Centre solution of BT Service Overview Page 4 of 46

- 5 - BT Cloud Contact helps the customer to: Reduce total cost of ownership (TCO) with fast deployment, minimised operational risk, simple management of converged voice and data services and fast, cost-effective upgrades Faster return on investment (ROI) through integration with existing legacy infrastructure, simple and centralised contact centre administration, reduced training requirements, resource optimization, low capital expenditure and service automation Greater business agility, with flexible commercial options, fast time to market for new services, global reach, faster integration of small sites and skills-based-routing Improved customer service, with multi-channel access, local presence, faster response times, shorter waiting times, seamless service delivery across all channels, intelligent skills-based routing and increased agent motivation The table in figure 2 outlines a range of BT Cloud Contact features. 1.3 Pre-integrated service elements To provide an end to end solution, the BT Cloud Contact platform has pre-integrated service elements with: 1.3.1 BT Inbound Contact BT Cloud Contact has been explicitly designed to operate in conjunction with the BT Inbound Contact Service (GIS) voice network. BT Cloud Contact cannot be ordered without using BT Cloud Contact. BT Cloud Contact offers a range of call tariffs, including local numbers, national rate, freephone, shared rate and premium rate, as well as providing multiple routing options to ensure that your customer calls are always routed on then BT Cloud Contact platform as effectively as possible. 1.3.2 BT Inbound Services (UK) UK inbound service numbers (Freefone 0800/0808, BT 0845, BT 0870, BT Contactcall 0844/0871, Value Call 09xx), can also be routed to the BT Cloud Contact platform. 1.3.3 BT Connect BT Cloud Contact offers three options to route calls from the platform to the agents: 1. BT Connect (MPLS) 2. Internet 3. VoicePort/PSTN (see 1.3.5) Internet is possible (see 1.3.4) but not recommended due to the quality uncertainty. With BT Connect both the data and the voice calls are routed over the same connection. The voice calls are transmitted as VoIP with codec G.729b or G.711 and protocol SIP or H.323. In the standard configuration, BT Connect is only possible when agents are using USB headsets as the calls are directly routed to the IP address of the desktop. Optional but only in conjunction with BT One Voice, IP calls can also be routed to an IPPBX. 1.3.4 Internet Access For Internet Access, several speed and hardware support levels are available. A direct connection into BT s Internet Backbone is recommended, although it is not a requirement. 1.3.5 VoicePort BT s VoicePort, part of Global Voice Services, is an option for the BT Cloud Contact Agents. Outbound voice is needed in two scenarios: Scenario 1: under the first scenario, Agents can use the BT Cloud Contact platform to make outbound calls. The first leg of the call is an IP session to the BT Cloud Contact platform. The BT Cloud Contact platform then converts the call to circuit switched voice, and routes the call over BT s managed voice network and completes the call. Service Overview Page 5 of 46

- 6 - Scenarion 2: this scenario is targeted at customers terminating voice calls to the agent when BT Connect is not used, or where remote agents IP connections may not support voice over IP. In 95% of cases this is the preferred method of providing connectivity for terminating voice calls to customers. These agents have the option of having traditional inbound voice calls routed to a circuit switched phone. To complete a call under this scenario, the BT Cloud Contact tenant needs to order outbound voice services from BT. See also figure 16: BT Cloud Contact call routing. 1.3.6 BT Optimise Contact Cloud BT Optimise Contact Cloud offers a BT hosted, managed recording, WFM complete workforce solution based on the Verint suite of applications. This service can be offered complementary to BT Cloud Contact. The Optimise Contact Cloud service is offered as a number of standard hosted applications to which can be added chargeable optional functionality. Standard Applications: Voice Recording (VR) Quality Management (QM) - includes VR Workforce Management (WFM) Workforce Optimisation (WFO) - includes Voice Recording, QM and WFM Speech Analytics Desktop Process Analytics UD Post Call Survey (IVR only) UD Post Contact Feedback UD Optional Applications (only available with the relevant standard application): Screen Recording Encryption for recordings Pause and Resume o Agent initiated (manual) o Application Event Trigger for Pause and Resume (DPA) Performance Management Advanced Scorecards Content Producer UD Lesson Management UD Time Off Manager Shift Bidding Strategic Planner UD SMS Surveys Data (or Text) Analytics Storage Integration to Customer Applications BT Cloud Contact offers WFM Connectors / WFO Connectors to periodically feed information into Optimise Contact Cloud. 1.3.7 BT Secure Contact BT Secure Contact offers a BT hosted, managed PCI DSS compliant credit and debit card payment service. This service makes paying over the phone secure by ensuring that no sensitive card data is ever seen or heard by the contact centre agent. The agent and caller remain connected and are able to talk freely throughout the card transaction. This is achieved using BT s Secure Contact platform, which allows the call to continue as normal whilst the customer enters their numeric credit card information, using the phone keypad. For complete security, the DTMF tones generated by the caller Service Overview Page 6 of 46

- 7 - as they key their card data are masked by the BT Secure Contact solution so the tones are not heard by the contact centre agent; nor transmitted through the telephony switch and VOIP network; or recorded by the BT Cloud Contact recorder. BT Secure Contact call flow: Step 1: The customer calls the contact centre. The conversation between the customer and contact centre agent starts as normal. Step 2: The customer chooses to make a card payment. Step 3: Agent selects the payment tab on OneDesktop, secure mode is initiated to tap and mask DTMF tones. Using their phone keypad the customer enters: Their card number (PAN) Their card security code (CVC2, CVV2) Whilst entering the card details the digits are masked, so they cannot be heard by the agent or the call recording system. At the same time, the customer and agent can converse, making it easier to correct entry-errors if they occur. The agent captures all other details for the payment such as card security code (CV2/CVV2) and valid from and valid to dates. BT Secure passes the PAN and CVC2 to the payment provider. Step 4: The caller s card details are processed in the same manner as usual. After the capture of the CVC2, secure mode is disabled and the call may continue as normal. Service Overview Page 7 of 46

- 8-2 BT Cloud Contact Features & Functionality 2.1 Cloud Contact System Overview Hosted within BT s Data Centres, BT Cloud Contact is a collection of integrated communication technologies and enterprise applications based on a highly resilient platform and network architecture. This enables enterprises to benefit from a rapid deployment at no capital cost with less risk and greater return on investment than a traditional customer premise based solution. BT Cloud Contact is a multi-tenant platform that allows a very large number of tenants to co-exist on a single system. Each tenant can assign their own system administrators. The administrators will have administrative rights to access the BT Cloud Contact Admin GUI over the web. This will give the BT BT Cloud Contact tenant the ability to manage a variety of functions, for example IVR announcements, queue structures, skills, release and wrap-up codes. This is all simply accessed via a standard Microsoft Internet Explorer browser, giving great flexibility and freedom to system administrators to manage the solution independent of their location. In terms of scale, BT Cloud Contact is capable of managing thousands of agents with various skill sets, and organising calls in to universal queues, regardless of whether the call originated over traditional legacy voice networks or over the Internet as a web-chat request. The fast and low cost of entry makes BT Cloud Contact an attractive solution for both small and medium enterprise as well as for large established companies. Through the use of web services API s, BT Cloud Contact will allow customers to integrate to legacy back office applications, enabling where appropriate, to leverage any existing assets. BT Cloud Contact allows connection to Salesforce.com and potentially to other applications in addition to providing all the functionality available from traditional, fully featured premises based ACDs. The service can be readily expanded through the use of +Add-On Product items to provide additional features, from enterprise wide CRM applications and self-service portals, to workforce management solutions. BT Cloud Contact has an extensive range of features that are available to the customer and these are available via three options: Standard () An existing integral part of the core offering Optional (O) Existing repeatable products that can readily be added to the standard build. Bespoke (B) Can be integrated on a customer by customer basis Service Overview Page 8 of 46

- 9-2.2 BT Cloud Contact Feature set The table below represents a list of the available BT Cloud Contact features and functions. Multimedia features Voice inbound and outbound Email inbound and outbound Email reply Web chat Call back request (scheduled and immediate) Reschedule call back when offered (number is configurable) Click to call back Click to chat Co-browsing (Agent and Supervisor) Voice recording Contact recording - Email and Web chat Storage (for recording, reporting and CRM data) Preview dialling Predictive dialler Supports SMS campaigns Supports email campaigns Inbound and outbound call blending (i.e. Agent in outbound campaign can take incoming calls, only in preview mode) USB headset support O O O O O O O Administration Features Page configuration, fields and captions Activity list configuration Contact list configuration Cloud Contact Designer Cloud Contact Administrator Permissions profiles (i.e. reporting) Upload wav files on VCS using Media Server via CRM API Extended don t record feature for PCI mitigation Auto Wrap codes Wrap codes per queue Configurable wrap up time per queue Limit the available Wrap codes per queue Support for primary and secondary queues Queue level reporting to support marketing campaigns BT Cloud Contact CRM exposed via Web Services O Reporting Features Real Time Statistics Real Time configurable Dashboard Wallboard with QoS hours range search option in recordings Replace Agent name with Alias in RTR Threshold added to Queue report Call queued reporting enhancements Historic reports CosmoAnalyst Bulk download of call recording records Encrypted voice recording O O O O O Service Overview Page 9 of 46

- 10 - Agent Features Colour coded Agent State and Time in state Display Release Code on-hover Previous numbers dialled Make call Wrap call Mute transfer, Consultative transfer, Conference and Call on hold Send DTMF Voice recording Transfer to system (also known as: Transfer to queue) Folder view of Email folders Request Supervisor Assist Send Agent message Enhanced Toolbar (icon in Windows toolbar) with call notification Log on/off Change password O Supervisor Features on top of Agent Features Remote Agent log-off Silent call whisper / monitor / barge in Access to RealTime and Historical Reporting Access to call recorder Send Agent message Notification that Agent is monitored by Supervisor Answer Assist Request Routing Features IVR call steering IVR digit capture (DTMF) Music in queue Music on hold DNIS matching CLI matching Skill based routing No agents available handling Absolute priority routing Queue timeout Direct Inward Dial (DID) DNIS assignment Calendar based routing Hierarchical routing rules Primary and secondary queues Integration Workforce Optimisation (WFO) integration GetData/SetData functions, accessed by XML and HTTP POST Integration via OneDesktop API Embedded CRM, accessed by Web Services Integration with Salesforce.com Integration with PCI DSS compliant credit card payment solution O O O O O O Service Recovery Features Database resilience after failover to Dublin - Standard Database resilience after failover to Dublin - Advanced On-site load balancing Inter-site load balancing O O Note: Music on hold is provided as standard within the BT Cloud Contact service. A maximum of 20% of queued calls with music on hold is allowed within the standard service. If this capacity is exceeded by more than 20% of queued calls there will be additional charges. In additional to any add on product items, professional services capability can be provided through the normal BT GS procedures this can potentially extend and enhance the BT Cloud Contact solution. Examples of this capability are: - CRM integration - Front-end Disaster Recovery design and integration - Corporate Telephony integration - Work Force management integration - Speech recognition & Text to Speech integration - Adherence integration - Self Service development and integration - Business Process Re-engineering - LAN/Desktop Management provision and integration Service Overview Page 10 of 46

- 11-2.2.1 Email Email handling is a built in capability of BT Cloud Contact. Per default email accounts are set up in a format account@tenant.ngcc.bt.com where tenant will be replaced with the name of the customer instance on the Cloud Contact platform and account should be understood as a placeholder for support, contact, email or whatever the preferred names will be. The customer can administrate these accounts himself. Upon request also the implementation of an email relay service (sending emails via the customer s Exchange server) or the hosting of an email domain provided by the customer on Cloud Contact can be supported. 2.3 BT Cloud Contact OneDesktop BT Cloud Contact is delivered as standard with the BT OneDesktop client, a unique offering which comprises a single interface accessed by the agent, supervisor and administrator via an internet explorer web browser from which all agent and supervisor activity can be managed. This integrated interface means that it is simple for an agent to manage multiple contact channels such as voice calls, voice mails, web chat, call backs and email. Hence, customers can communicate with a company via the medium that is most convenient to them or with which they are most at ease. For the agent there is no need to swap between systems and screens minimizing the amount of agent training required. With the contact management modules enabled the BT OneDesktop application stores the customer interactions (along with their contact details) in the Tenant s (customer s) CRM Database located in the BT data centre. All the multimedia access channels can be prioritised. This feature provides the flexibility for customers to map channel interactions and facilitate the efficient use of their contact centre. For example, interactions that do not require immediate attention, such as e-mail and voicemails may be managed around those interactions that occur in real time, such as voice and chat calls. Supervisors have access to additional functionality allowing them to monitor the activities of the contact centre agents as well as create and run historical and real time reports. BT Cloud Contact is a cloud based service, where the network infrastructure, termination points and all the necessary licenses are loaded onto the central platform. This accommodates the customer s tenancy in accordance with the agreed design and build of their service. The user interface is accessed via a secured URL using an IP connection (either BT Connect or a local ISP) or over the BT IP Connect service (MPLS) All additional activities over and above the standard tenant creation, IVR structure and call routing strategy such as any integration of the customers legacy CRM database or desktop customization will be classified as optional additions and will align incur additional charges. User manuals will be provided to help guide the customer through their implementation. Service Overview Page 11 of 46

- 12-2.3.1 OneDesktop CTI Figure 4: OneDesktop functions The features of OneDesktop can be grouped into the following: The Communications Toolbar located on the left hand side of the window. The application title bar offers beyond others access to the preferences. The Navigation Menu drives the agent s and supervisors desktop applications. The Main Information Window System Tool tray tools 2.3.1.1 The Communications Toolbar The Communications Toolbar is a component which delivers the customer contact from the various access channels to the client application. The Communications Toolbar ensures each interaction is handled in accordance with interaction type and provides a configurable priority setting. Most significantly, an agent can use the Communications Toolbar icons to seamlessly move between working on a voice call, to responding to an email, all from a single application. The application title bar provides access to preferences, password change ability to save OneDesktop log files which can be used by BT Cloud Support and logout. From the Communicator Toolbar and application title bar, the following actions or information can be accessed: OneDesktop feature Function Description The agent state is shown by the colour and icon within this field. If the agent is on call or in wrap status, the elapsed time is also shown in hours, minutes and seconds. Availability Agent Stat When agents go not ready, a dialogue box is displayed that requests them to select a reason code, for example, coffee break, lunch break, end of shift etc. Make call Mute transfer begin Any number Agent to agent Queue Previous number dialled Indicate why an agent is in the Not Ready status. When agents go not ready, a dialogue box is displayed that requests them to select a reason code, for example, coffee break, lunch break, end of shift etc. This feature provides a facility to make ad-hoc outbound calls by typing the telephone number into the field and selecting the outbound call icon. The calls can be made to any number that is allowed by the customer defined dialling plan (i.e. extension, national or international) If this is blank an Agent to Agent call, forward call to queue or a call to previous dialled number can be made. In this case a pop up list of available agents, queues and dialled numbers will be displayed. An Alphabetical search facility is also provided. To transfer the call to another agent from a displayed list, without consulting with the person to whom the call is being transferred Hang up Finish call Terminates a call but still requires a wrap code to be selected Consultative Transfer begin To transfer a call to another agent from a displayed list and the called agent consulted before he or she accepts the call Cancel Transfer To cancel a transfer Service Overview Page 12 of 46

- 13 - Transfer Complete Consultative Transfer Cancel Consultative Transfer Hold call/retrieve call Conference call Simple Hold Log-on/log-off Record Call Send DTMF The original caller is connected with the selected agent To cancel a consultative transfer This cuts off the called agent and reconnects the first agent with the original caller To initiate a conference call Pause call To log on or off of the system. Start and stop voice call recording Allows user to send DTMF tones, for example, using IVR press 1 for sales, 2 for service 2.3.1.1 Preferences Preferences offers the configuration of typical communication parameters. Preference parameter Function Description Voice device Use custom ring Auto Answer Bring to Front Use Chat Greeting Device used for making / receiving phone calls Ring tone to be played with incoming calls Auto accept calls Brings agent desktop to front ground with incoming calls Auto greeting This can either be a classical phone with a phone number that can be directly be dialled or the built in soft phone. The soft phone supports plain SIP communication and the use of BT IP Connect Global is recommended for security reasons and as there would be no guaranteed quality of service over the Internet. Any wav file stored on the agent can be selected to be used as a personal ring tone to advert incoming calls. With call delivery to a classical phone the classical phone would just start to ring with incoming calls. But for other media (e.g. email, chat, call back requests) or when using the soft phone this parameter can be set to avoid needing to click the Answer button with incoming calls. This feature is an additional advert mechanism for incoming calls it brings the agent desktop to the front ground with incoming calls to facilitate entries the agent will make during the activity and to show the full context information. This feature enables an automated personal greeting to chat callers to avoid manual typing of the typical welcome phrase like Hello, this is John. What can I do for you? 2.3.1.2 The Application title bar The application title bar offers access to preferences, password and about. Under preferences the agent and supervisor selects the method of call delivery (TDM or VoIP) the first time they log-in. OneDesktop feature Function Description This feature allows users to change: - Method of call delivery (TDM or VoIP); - the audio settings in case of VoIP; Preferences Change preferences - Auto answer and bring to front; - pre-configure chat greeting.; - Bring to front. Password Change password Allows the user to change his/her password. About See software version and save to desktop option The following functions are available under About: - See the current version of the Tenant website; - See the current version of the Browser Plugin ; - Option to save the Client Logs to your desktop; - Option to clear the Client Logs. 2.3.1.3 The Navigations menu OneDesktop feature Function Description Home Incoming voice, email or chat call Will pop-up voice, email or chat activity page Will display all activities that are not yet completed by the agent For inbound calls the following information is displayed CLI (Caller Line Identifier) if Available DNIS (Dialled Number Information Service) Time in queue BT Cloud Contact Queue First Matching Contact Record New Activity Record Communication New Message New Call Back Send message Folder View New Call Back Reports (Supervisor only) Realtime Historical Reporting Non Voice channels Access to real time and historical reporting If BT Cloud Contact is able to identify the caller prior to call presentation (based on Call Line Identifier) the screen will also be popped with contact details and activity history information associated with the caller. Provides access to the following pages: New message: ability to send email with predefined body text. New call back: create new call back and send to appropriate queue Send message: ability to send a message to another agent or supervisor Folder View: ability to view the content of the email queues. Agent can pick a mail and handle. Allows agent to capture details of a contact and set up a reminder to make a call back at a predetermined time in the future. Real Time Reporting (RTR): There are five view categories provided by RTR: o Call Centre o Queues o Groups o Agents See also figure 10, the RTR-screenshot below and the table that details the data that can be viewed. Historical reporting (HR): Historical Reports contain several standardized reports which enable supervisors and administrators Service Overview Page 13 of 46

- 14 - Supervisor (Supervisor only) Monitor Inbox Voice recording Monitor agents to manage day to day operations. Historical Reports are built on Microsoft Reporting Services. Historical Reports can also be accesses through Internet Explorer (IE) by selecting the Historical Reports URL supplied by BT. See also figure 12, example of a historical report window. Monitor a supervisor can monitor voice calls made by a selected agent belonging to their Group without the agent being aware. Whisper a supervisor can talk to an agent and the caller does not hear the comments. Barge In allows the supervisor to join the conversation between the agent and the caller and speak to both parties. Inbox: offers access to the email folders Voice recording (VR): if VR is enabled, the supervisor can search and listen to voice recordings Agent remote log off allows supervisors to log agents off remotely Below, is an example screen shot of a voice activity screen pop up. At this page the agent can for instance see the customer number (if transferred by the network), queue name and the duration in the queue. The fields at this page are configurable. The agent can also schedule a callback while talking to the customer. After terminating the call, the agent has the option to add comments to the voice activity and if scripted, the activity has to be wrapped up. Service Overview Page 14 of 46

- 15 - Activity Page features Wrap call Create Call-back Description Activity page will pop-up when call is answered. Known information about the queue and account will be displayed. If BT Cloud Contact is able to identify the email address as being associated with a contact within its contact database, the email will automatically be attached to the contact s records and the screen popped with the contact s details and contact history. 2.3.2 OneDesktop Contact Management This paragraph describes the functionalities when the contact management module is enabled. The contact management module has the following as standard: Activities and Contacts. On request Accounts and Cases can be switched on. It is also possible to enable Contacts and Accounts but not Cases. Service Overview Page 15 of 46

- 16 - Figure 5: OneDesktop with contact management enabled With the contact management enabled it is possible to combine data from the access channels with the underlying contact database of BT Cloud Contact OneDesktop, BT Cloud Contact is able to pop up the appropriate call handling screen pre-populating the fields with customer specific information. This potentially reduces call handling time and provides the agent with relevant information at the start of the call. Activity history allows agents to view a log of their past interactions with customers as well as view the interactions made by the other agents. Below, is an example screen shot of a voice activity screen pop. It is from this interface that the agent is able to handle all activities related to the voice call event. Any existing information within the system relating to the contact will be populated automatically. Service Overview Page 16 of 46

- 17 - Figure 6: OneDesktop Voice activity page Activity Page features Function Description Voice Activity Voice For inbound calls the following information is displayed CLI (Caller Line Identifier) if Available DNIS (Dialled Number Information Service) Time in queue BT Cloud Contact Queue First Matching Contact Record New Activity Record If BT Cloud Contact is able to identify the caller prior to call presentation (based on Call Line Identifier) the screen will also be popped with contact details and activity history information associated with the caller. Email Activity Email If BT Cloud Contact is able to identify the email address as being associated with a contact within its contact database, the email will automatically be attached to the contact s records and the screen popped with the contact s details and contact history. Chat Activity Chat A caller can initiate a text chat with an agent from a web page that has a chat icon Recent Activity View recent calls or emails of caller During the call the agent can click show activities to list activities from this contact. Wrap codes Label completed call When an agent has finished handling a contact they are presented with a list of wrap codes one of these can be selected to end the activity Add Contact Add contact during call If contact is not known in the database, the information can be added during the call Add Case Create new case during call A new case can be opened during the call. A record id is automatically generated. Call Back Schedule call back during call During the call the agent can schedule a call back. Call back can be linked to a case. Date, time and account details, queue need to be selected 2.3.3 The Navigation Menu This provides access to the functionality of the BT Cloud Contact OneDesktop allowing the advisor to quickly locate information. Information presented in the main window will depend on the options selected. The navigation bar provides a two level hierarchy in the following structure. Activity Page features Function Description New message this allows the creation Search name and customer account from the contact list of an outbound email Select the sender profile with the following Search contact lists for email address, copy and blind copy. features Select pre-defined body text, greeting and closing content. Delete email Attach documents Send email Put the email on hold for later action New Call Back Allows agent to capture details of a contact and set up a reminder to make a call back at a predetermined time in the future. Contacts Maintain and view Add contact - new contacts Service Overview Page 17 of 46

- 18 - Accounts Cases contacts Maintain and view accounts My group contacts shows all contacts of the group the agent belongs to My Contacts an agent can maintain a list of his or her contacts All Contacts shows all contact in the database You can associate various contacts with particular accounts Agents can classify callers complaints or requests for a service using their Cases selection 2.3.4 OneDesktop contact management database When contact events reach the appropriate adviser s desktop, key data is sent to the desktop application via the Adaptive CTI layer. This key data depends on the media type as shown in the table below. Media Type Key Information Voice email Voice mail Web Collaboration (webchat) Web Call back Dialled Number, IVR Digit Capture (e.g. Account Number), IVR Speech data. Email address, sender address, subject and message content. Dialled Number, IVR Digit Capture (e.g. Account Number), IVR Speech data and voice message. URL from user session, user name and text message. URL from user session, user name, text message and time required. This key information is used by the application to create a valid screen pop. This will display the content of the message and the customer s information located via information presented to the ACD, for example account number. Also, as this happens, a contact activity record is automatically created in the CRM application against the calling customer. 2.3.5 OneDesktop integration with Salesforce.com Customers that already are using or are going to use Salesforce.com as their CRM application have the ability to use the BT Cloud Contact Salesforce connector. With this option the left hand CTI call control functions of OneDesktop are embedded within the Salesforce.com user interface. This is called the Salesforce.com softphone. Figure 7: Salesforce.com user interface with OneDesktop CTI embedded The softphone allows Salesforce users to: - Set their OneDesktop agent status (ready or not ready for taking calls); - Make calls: click-to-dial in Salesforce, choosing a number in the directory, type in a number; Service Overview Page 18 of 46

- 19 - - Transfer, conference, calls; - See the status of other agents and have to ability to transfer calls to them; - Transfer calls to queues; - Receive calls: with field matches (within contacts, cases, accounts or any other Salesforce.com object); - Parameter mapping (e.g. account number from IVR); - Save call logs within Salesforce.com; - Control call recording; - Wrap-up calls. 2.3.6 Preview, progressive and predictive Dialler (scheduled for Q1 2015) BT Cloud Contact provides the capability to run predictive, progressive, preview, and Interactive Voice Response (IVR) campaigns. The solution comes with a campaign management tool. Predictive For a predictive campaign, the Dialler attempts a number of calls before they are assigned to an agent. A call is connected to one of the currently available agents only when it is answered by live person. The Dialler predicts the number of calls to place in order to keep as many agents as busy as possible while observing the dialling rules. The prediction is based upon a number of factors, which the Dialler measures in real-time, and calculates using dialling algorithms. The Dialler seeks to keep to the barest minimum the number of unanswered calls due to no agents being available. Predictive campaigns seek to match the abandon rate set in the campaign. By default, this is 5%. Example: a campaign attempts to call 100,000 numbers. With an abandoned rate of 5%, for every 1,000 people reached, 50 of the 1,000 are abandoned. Abandoned rate is calculated as a percentage of live calls. Figure 8: Salesforce.com user interface with OneDesktop CTI embedded Progressive For a progressive campaign, the Dialler dials one number per available agent. Since the number is attempted for a specific agent, the screen pop information is sent to that agent as soon as the number is tried. Agents working in progressive campaigns have longer waiting times than agents in predictive campaigns. Also, a progressive call is connected as soon as the call is dialled. Therefore, also nonlive calls arrive to agents. In progressive mode, there are no abandoned calls and agents have more time to review customers data on the screen than in predictive mode. A progressive campaign is implemented as a preview closed campaign with a preview timeout of zero. Service Overview Page 19 of 46

- 20 - Preview Open In a preview open campaign, the agent receives a screen pop of the data of the next client corresponding to the next telephone number in the dialling sequence. The agent then has the option of letting the system dial the number or skipping to the next number in the dialling sequence. With this type of dialling, dialling does not commence until the agent is ready to proceed. In comparison with progressive or predictive campaign, the agent has more time to study the called party's data before the number is dialled. Preview Closed This is similar to the preview open campaign. However, the agent has to accept an outbound call and cannot continue to the next record without dialling. Optionally, the tenant administrator can configure a preview timeout, time allowed to an agent to review a customer s data before outdial occurs automatically. IVR Campaign Interactive Voice Response (IVR) campaigns are sometimes referred to as agentless or massive IVR. When a call is answered, the Call Arrival event in the CCU triggers the IVR script that runs in each outbound call. The script designer can direct such calls to agents in the contact centre. An IVR campaign is not always agentless. Campaign management tool The campaign management tool is used for creating and running campaigns. The supervisor with the appropriate permissions can run the campaigns. Figure 9: Campaign management tool 2.3.7 Reports There are two types of reports: 1. Real Time Reporting (RTR) a. Standard RTR reporting b. Dashboard (add-on feature) 2. Historical Reporting (HR) a. Standard HR reporting b. Analyst (add-on feature) Service Overview Page 20 of 46

- 21-2.3.7.1 Real Time Reporting BT Cloud Contact comes standard with RTR (Real Time Reports). Figure 10: Example of one of the BT Cloud Contact real time reporting views The table below gives descriptions of the fields appearing on the Call Centre / Call Centre Overview. Displayed data represents details and calculations based upon the time interval or history selected by the user. Data Group Title Description Call Centre View Inbound Call Disposition Final Call Disposition Total Service Level Performance Queue Service Level Disposition Available Agents Queues in Call Centre Groups in Call Centre Agents in Call Centre Call Overflowed In Calls Offered Calls Handled Calls Overflowed Out Calls Abandoned Calls Waiting Call Rejected Calls Handled within TQoS Call Offered Calls Abandoned within TQoS Current Service Level Total Queues Queues at or Above Service Level Queues Below Service Level Available Ringing In-Call Released Wrap-up List of all names queues List of all names groups List of all CSRs Total number of call re-queued before being sent to an Agent Total number of calls offered to the BT Cloud Contact call centre Total number of calls handled by CSRs Total number of calls re-queued after being sent to an Agent Total number of calls offered to BT Cloud Contact but not taken by a CSR Total number of calls in BT Cloud Contact waiting to be answered Total number of calls not sent to queues Number of calls handled within the target Quality of Service threshold Total number of calls offered to BT Cloud Contact Total number of calls offered to BT Cloud Contact but not handled within the target Quality of Service threshold Current service level calculated for the queue Total number of queues you have permission to view Total number of queues at or above their assigned service level Total number of queues below their assigned service level Total number of CSRs available to receive a call Total number of CSRs whose phones are ringing Total number of CSRs in-call Total number of CSRs logged in and not available to receive a call Total number of CSRs performing wrap-up, after call work Service Overview Page 21 of 46

- 22-2.3.7.2 Dashboard Optionally BT Cloud Contact can also provide a Dashboard which offers flexible real time reports on your BT Cloud Contact Centre. Through the support of permission profiles Dashboard users will only see objects that are part of their profile in their real time reports. The Dashboard can be accessed in two ways. Users with supervisory permissions see it in the report tab of their BT Cloud Contact Agent application. The Dashboard application can also be accessed directly via a web browser. BT Cloud Contact Dashboard provides contact centre performance information for the present situation and for queues it can also include information of the last 24 hours. It also can be used to alert if thresholds (e.g. number of waiting calls) are exceeded by highlighting fields or sending alert emails. The application offers flexibility in designing own views, alternatively Dashboard users can use views shared by other supervisors. BT Cloud Contact Dashboard consists of a Workspace that can hold several Views. Each View can hold several frames called Reports which contain the active reporting components called Gadgets. Dashboard users can add, delete or modify views, reports and gadgets in a very intuitive way to design what they really want to see. Figure 11: example dashboard view The following types of Gadgets are supported: Table (shows real time information in a table format) Pie chart (shows real time information as a pie chart) Trend chart (shows a single report parameter as a trend chart) Analogue clock Bar chart (shows real time information as a bar chart) Filter (sets filter conditions for all gadgets in a report 2.3.7.1 Historical Reporting The platform also stores data on all call-related and agent-related events for historical reports. Many standard reports are included or can be created on request. It is also possible to export a historical report by selecting a format from the Export drop down list in the window. The historical reporting functions are: Service Overview Page 22 of 46

- 23 - Figure 12: Example historical report window The reports are grouped as follows: ACD Agent Queue Event Audit Trail Please find below an overview of the standard Event Audit Trail reports: Figure 13: Standard event audit trail reports 2.3.7.2 Analyst The historical reports option Analyst is based on a statistical data warehouse with an OLAP cube architecture. The Analyst data warehouse is loaded periodically with data from the Historical Reports database condensing events into statistical counters (e.g. offered calls, handled calls, abandoned calls) per 15 minute intervals. This architecture offers several advantages: Through the compression of events into statistical parameters per 15 minute interval data can be compressed efficiently thus enabling longer retention periods and the analysis of the evolvement of traffic patterns and key performance parameters over a longer period with good report generation performance. Through the OLAP architecture reports can be flexibly designed using MS Report Builder without the need of programming queries and still fully supporting permission profiles. In other words customers can fully design reports themselves and still ensure that like in the classical historical reports supervisors will only generate reports on objects that is part of what they are permitted to see. A rich set of report intervals (e.g. 15 minutes, 30 minutes, hour, day, week, quarter) can be used for reports. Also rolling calendars (e.g. last X days, weeks, months) can be supported. As part of the Analyst option BT will offer detailed training on report design using MS Report Builder. Service Overview Page 23 of 46

- 24 - Figure 14: Administrator view showing ability to manage agent groups, skills & profiles 2.4 Customer self administration BT Cloud Contact is designed to enable tenant administrators to fully administrate their contact centre environment. To this purpose two tools are at disposition: Administrator for administrating the objects in the contact centre environment Designer for designing call flows 2.4.1 BT Cloud Contact Administrator BT Cloud Contact Administrator enables tenant administrators to fully create, modify or delete objects used in their contact centre environment. The following are the typical capabilities that administrators have for the different type of objects: Users Create, modify and delete users Define permission profiles (e.g. full or restricted supervisors / administrators) Assign profiles to users to enable them fulfilling their role (agent, supervisor, administrator)administer user passwords Manage agent s skills and weights to facilitate routing Groups Create and modify agent groups Create and manage teams Assign agents to a group Service Overview Page 24 of 46

- 25 - Figure 15: Administrator view showing ability to manage agent groups, skills & profiles Queues Create and modify contact queues Define Service Level parameterschose agent selection rules (e.g. best skilled agent)define In Queue TimeoutsSelect Wrap Codes for queues Figure 16: Properties queues via Administrator Other objects Admistrate Wrap Up codes Administrate Release codes that will be selected by agents going un-available. Administrate Entry points e.g. used for the transfer of calls to other queues Service Overview Page 25 of 46

- 26-2.4.2 BT Cloud Contact Designer The administrator can also have access to the Designer tool. With this tool the behaviour of calls can be designed from the moment when a call hits the BT Cloud Contact platform until the agent wraps up the call. For each phase of a call Designer will create a XML file to define the behaviour during this phase/events. Typical call flow phases/events are: IVR: entry point for inbound VoIP calls. Typically menu options will be offered (for example: Press 1 for Sales, press 2 for Support ), skills will be requested and a queue will be selected that later will handle the call. Call Arrival: entry point for non-voice media. Also here queues and skills can be selected or call recording can be activated. Music on hold in queue: the queue is the instance that will select a skilled agent among the available one. While the agent is selected music can be played or for calls already waiting some time a voicemail option can be offered In queue timeout: if calls have been waiting too long you might want to change the call handling by either offering the call to a different queue, forwarding it to voicemail or just play a message and end the call. Call rejected: If no agent is logged it that could handle the call it is rejected. Similar to in queue timeout you can change the call handling in this event. Call Termination: this is the last event of a call that is triggered when the agent has wrapped up the call. The user designs the call flow using a simple connect-the-blocks approach with a graphical user interface. Each block represents one logical step of the call flow, such as playing an announcement, collecting touchtone digits, or routing a call to a specific queue. Figure 17: example of a Designer page Designer is a web browser based application using an ActiveX applet. The user will download the call flow scripts from the script server and edit them. When the modifications have been completed he will upload the scripts to the script server to publish them on the Cloud Contact platform. Usually a test number will be deployed and scripts will be uploaded to a test folder first to ensure modifications can be tested end to end without affecting customer operations. When this testing has been successfully completed the scripts will be copied to the live folder to be published in the live environment and become active. Service Overview Page 26 of 46

- 27 - Also all kind of messages or music used by the call flows will be uploaded on the script server to be published on the BT Cloud Contact platform. 2.5 Storage Storage is a basic resource on the back end of Cloud Contact and like Agents it is charged to the customer as used. In this context storage refers to the customer specific databases and is charged according to net amount of data in their databases and log files. The following databases may be used with Cloud Contact: Historical Reports database. This database contains records about events that occurred during call flows (e.g. call offered, call handled) and agent interaction (e.g. agent logged on, agent went available, agent picks up call) of a tenant. Typically the records for a single call consume ~ 15.6 KB, in other words ~ 64,000 calls consume 1 GB database file size. Recorder database. This database may be set up if call recording has been requested and e.g. will contain the recorded phone calls of a tenant. Typically one minute of voice recordings consumes ~ 103 KB, in other words ~ 9,700 recorded minutes consume 1 GB. CRM database. This database is used by the OneDesktop agent to hold contacts, accounts, activities and cases of a tenant. Typically the records for a single activity consume ~ 14 KB, or in other words ~ 71,000 activities consume 1 GB. Databases are stored on a RAID 6 Storage Area Network on the back end of platform. Full and incremental backups of the databases are generated periodically and stored on-site and off-site for a retention period of 5 days. 2.5.1 Standard and advanced resilience storage options Storage is offered in two options the difference will be the behaviour in case the platform operation is failed over from the live back end to the stand by back end. Standard: when failing over the service to the standby back end the service will be restored but the customer might need to start to work from empty Historical Reports, Recording and CRM databases. When failing back to the default back end, databases will be restored from the backups taken prior to the disaster Advanced: for the customer on the stand by back end the same storage capacity has been reserved as on the previously live back end. Databases will be restored from back from backups or might even have been mirrored to minimize a potential loss of data through the failover. When failing back to the default back end, databases will be restored and data collected on the stand by back end will be appended.. Service Overview Page 27 of 46

- 28 - SQL DBs Tenant Reporting SQL DBs Tenant CRM SQL DBs Tenant Recording Backup Servers NGCC Back End Site 1 London Docklands 2.6 Minimum Client Requirements The BT Cloud Contact minimum client requirements describe the minimum hardware and network connections required at the client site to enable a successful service deployment. Hardware Requirements There is a minimum hardware standard for the BT Cloud Contact desktop environment. The hardware requirements include minimum windows operating system, processor, memory and disk storage requirements. Minimum Memory Requirements above standard requirements Client Type CPU and Storage Requirements Windows 7 Windows 8 BT Cloud Contact OneDesktop E-Mail Intel Pentium 4 or better 10 MB of storage 2GB 2GB BT Cloud Contact OneDesktop Voice and E- Mail Intel Pentium 4 or better 20 MB of storage 2GB 2GB BT Cloud Contact OneDesktop CRM Voice, Email and Express Dedicated Web Client. Intel Pentium 4 or better 350 MB of storage 2GB 2GB BT Cloud Contact OneDesktop CRM Voice, Email and Express Thin Web Client Intel Pentium 4 or better 30 MB of storage 2GB 2GB It is recommended to use screens with a resolution of 1440x900 or higher. Operating System and Browser Requirements The following table lists the supported operating systems and browser requirements for each client type. Client Type Operating System Browser - BT Cloud Contact OneDesktop - email - BT Cloud Contact OneDesktop - Voice and E-Mail - Microsoft Windows XP Service Pack 1 or above - Windows 7 - Windows 8 - Microsoft Windows XP Service Pack 1 or above - Windows 7 Microsoft Internet Explorer IE8 or above. Microsoft Internet Explorer IE8 or above. Service Overview Page 28 of 46

- 29 - - BT Cloud Contact OneDesktop - CRM Voice, Email and Express - Dedicated Web Client - BT Cloud Contact OneDesktop - CRM Voice, Email and Express - Thin Web Client - Windows 8 - Microsoft Windows XP Service Pack 1 or above - Windows 7 - Windows 8 - Microsoft Windows XP Service Pack 1 or above - Windows 7 - Windows 8 - Microsoft Internet Explorer IE8 above - In addition a Java Run-Time is required. The following run-times are supported: o Microsoft JVM 3805, 3807 or 3809 o Sun Microsystems JRE 1.3.1_06 - Microsoft Internet Explorer IE8 or above. - In addition a Java Run-Time is required. The following run-times are supported: o Microsoft JVM 3805, 3807 or 3809 o Sun Microsystems JRE 1.3.1_06 BT Cloud Contact OneDesktop technical Requirements BT Cloud Contact requires a TCP/IP LAN or WAN connection to the BT Cloud Contact Web Server environment. The connection must support the HTTPS protocol. For E-Mail only the connection can be via a 56kbs modem connection or better. For Voice Support the clients must be connected to a dedicated LAN with the following as a preference: 10/100 Mbs Ethernet card 100mbs Switched Ethernet - Duplex Cat 5 or better cabling Windows XP/7 QoS enabled on desktop QoS enabled on the LAN environment for voice prioritisation if VoIP call transmission is used Service Overview Page 29 of 46

- 30-3 Technical Architecture 3.1 Technical Architecture The BT BT Cloud Contact is a fully hosted contact centre solution. The solution has been resiliently designed in such a way that core functionality will continue with minimal interruption to service even in the event of a complete server failure. As an option, in case of a real disaster such as fire or flood, at GIS level, inbound calls can be rerouted to another front-end (the servers to which the agents are connected to over the internet or MPLS and where the interconnections are with BT s voice network) platform. As a consequence the effected agents need to re-log-in to another front-end platform to get connected again to the contact centre application on which the calls are handled. All or only a portion of the calls can be ensured depending on customer requirements. Recognizing that customers have different needs and strategies for their contact centers, BT has developed the BT Cloud Contact using a shared multi-tenant architecture where multiple customers are serviced on the same platform. Each Customer is configured as a Tenant on the platform and is allocated its own secure, logically separated environment. Each Customer can assign their own system administrators, who will be given the administrative rights to access the BT Cloud Contact Administrator Graphical User Interface (GUI) over the Internet. This will give the Customer the ability to manage a variety of functions e.g. IVR announcements, queue structures, skills, release and wrapup codes. Landlord (BT) Administration of platform Provision of tenants Tenant 1 Tenant 1 System admin Agent set-up Tenant routing Agent Calls Text chat Video Tenant 3 Tenant 2 Supervisor Agent monitoring Coaching Barge-in Firewalls and security Figure 18: The BT Cloud Contact Administration model The BT Cloud Contact shared service is different from traditional contact centre products in that it is pre-enabled to interface to BT s Global Inbound Service (BT GIS) and Internet Backbone service (BTIA), and has many pre integrated business applications. This not only allows BT Cloud Contact to take full advantage of the power and reach of BT s Global Network but it also enables the solution to be speedily assembled and offered in a modular way giving customers the opportunity to transform sites anywhere in the world into multi media contact centres (See figure 15). Service Overview Page 30 of 46

- 31 - One Desktop Servers NGCC Network Hosted ACD Core Servers Agent Servers Connection Servers Tenant N Tenant 1 VLAN PC Agent - softphone Internet Customer VoIP, Email, Chat PC Agent IP Phone WWW BT MPLS WWW Hybrid Agent Wireless Customer Live call, IVR, Email, Voicemail Gateways BT Global Voice network Phone only agents Telephone Customer Live call, IVR, Voicemail Legacy locations PSTN ACD Figure 19: BT Cloud Contact Network diagram The London and Dublin sites are both front-end and back-end deployments; Dublin is a Disaster Recovery (DR) site for the back-end applications. There are also regional/country sites (Hong Kong, New York), that only have front-end deployments; these utilise the back-end services at the London and Dublin sites over BT Connect. Customers are registered with their designated host platform, i.e. the most appropriate Cloud Contact regional or country site. For example in the case of France, customers would use the London platform. In the case of Malaysia, customers would use the Hong Kong platform. Agents primarily log on to the platform via an IP connection (either BT Internet Connect Global or local ISP), or over the BT Connect (MPLS) network. There is also the option to register via a phone (phoneonly agent) where the agent dials in to a special IVR platform, inputs the agent number and BT Cloud Contact will deliver calls to that phone. Each customer is configured as a shared Tenant on BT Cloud Contact, figure 15 shows how each tenant is allocated their own secure, logically separated environment. It also outlines the hierarchy of landlord, tenant system administrator, supervisor and agent layers and the red dividing firewalls and security lines that keep each tenant s data separated. Figure 20: BT Cloud Contact Network topology Service Overview Page 31 of 46

- 32 - BT Cloud Contact Virtual Node Concept BT Cloud Contact is using four virtual nodes for optimizing the call routing and domestic price level for customers. The 7 virtual nodes are: Brazil, Argentina, Mexico, Chili, Colombia, South Africa and Turkey. The concept means that calls are still routed via one of the physical nodes (London, Dublin, NY or HK) but always using BT on-net routes with local break-out. On top, the pricing levels of domestic calls will be close to the BT domestic prices, charged for domestic calls on the BT domestic networks. BT Cloud Contact Incoming voice treatment The diagram below shows how the incoming calls from BT Inbound Contact are routed from the switches through Cisco Gateways over the BT Global Voice Network to the Voice over IP Connection Servers (VCS). The Cisco Gateways convert the PSTN calls into IP sessions. The VCS load balanced servers provide Interactive Voice Response (IVR) functionality. The ACD function is provided by the backend servers. After the appropriate agent has been allocated based on customer s specifications, the system will set-up a pstn call (via VoicePort) or a Voip call (via public internet or MPLS). All of the BT Cloud Contact equipment is housed within BT Global Data Centers. BT Cloud Contact Platform Figure 21: Call routing BT Cloud Contact Inbound Email Call treatment The diagram below outlines the steps involved when an inbound email message is sent to a BT Cloud Contact customer. Service Overview Page 32 of 46

- 33 - NGCC 1 WWW MPLS Customer e-mail 4 2 5 3 Customer WAN/LAN Tenant Exchange Server Figure 22: E-mail routing 6 Contact Centres 1. Customer sends an e-mail to the BT Cloud Contact Tenant 2. The Tenant Exchange server receives the e-mail 3. The Tenant Exchange server relays the e-mail to the BT Cloud Contact domain, via the bt.com SMTP gateway The BT gateway forwards the email to the BT Cloud Contact Exchange server. Note: The BT Gateway sits between the customer and the BT Cloud Contact platform (not shown on diagram). 4. The BT Cloud Contact Message Connection Server polls the Exchange inbox and matches the e-mail address with the appropriate queue. 5. BT Cloud Contact forwards the e-mail to an agent that is available and has the required skill 6. Agent receives the e-mail. The BT Cloud Contact Platform The BT Cloud Contact Platform comprises of a number of servers: Voice Transport VoicePort, BTIA or BT MPLS Data transport WWW or BT MPLS Agent TDM Internet Messaging GWs VCS AIS ICS MCS Front-end DBs ACD Back-end Figure 23: BT Cloud Contact - Front and Back End Servers The Automatic Call Distribution (ACD) Servers are full-feature ACDs that manage calls, agents, agent groups and priorities. They communicate with other elements of BT Cloud Contact and the Customer Service Representative (CSR)/Agent. Service Overview Page 33 of 46

- 34 - To provide failover resiliency the ACD servers are clustered. One ACD is running as active ; the other will act as standby. Cables between the active and stand-by ACDs facilitates a heartbeat function. Cluster software monitors server hardware and applications and detects faults and errors. In the event of a failure, applications will automatically restart on the other server without administrator intervention (see figure 19). For the ACD, the standby ACD will become active and poll the AIS for state information. Clients will automatically reconnect to the new server with minimal or no user downtime. Clustering also eliminates downtime for planned maintenance. Service Overview Page 34 of 46

- 35 - Normal Operation After Failover Node 1 Node 2 Node 1 Node 2 App A Heartbeat App B Heartbeat App A App B Shared storage Figure 24: BT Cloud Contact failover Shared storage The Message Connection Servers (MCS): acts as the messaging gateway for BT Cloud Contact. It stores e-mail and voice mail messages and enters them into queues when appropriate. The Internet Connection server (ICS): acts as the Internet gateway for BT Cloud Contact. It provides the interconnect for Internet callers. The Agent Interaction Servers (AIS): which manage the interaction between the ACD Server and the Agent. Network Load Balancing (NLB) has been implemented on the AI servers. NLB is a Microsoft feature, allowing load balancing between servers by defining a virtual IP address to the server group. The Voice over IP Connection Servers (VCS): in conjunction with Cisco Media Gateways, connects the GIS callers to the BT Cloud Contact platform, provide answer back supervision, supervisor monitoring capability, Interactive Voice Response (IVR) functionality, and converts PSTN calls to IP sessions. Network Load Balancing (NLB) has been implemented. The SQL Servers (DB)s: house the statistical information. Implemented as a clustered pair. For SQL, each server in the pair will run in an active/active mode rather than an active/standby mode. In the active/active clustering some software will run on one SQL Server, and the rest of the software will run on the other SQL Server. In the event of a failure (detected via the heartbeat feature), all the software will be loaded and executed on the other server. The Exchange Servers house the voice and e-mail messages. The Domain Controllers are responsible for authenticating domain logons and maintaining the security policy (procedures for determining user permissions and the setting of permission masks).implemented as a clustered pair. See ACD for details. The WEB Servers which house the access to real time reports and IVR ScriptControl/Cosmo Designer. The BT Cloud Contact LAN links the BT Cloud Contact components. The LAN infrastructure is protected against single router and/or facility failures by implementing the Cisco Hot Standby Routing Protocol (HSRP). Multiple instances of HSRP have been enabled in each of the host routers so that load sharing and automatic recovery from single router failure can be accomplished. The components are physically connected, via 100-Megabit Fast Ethernet and distributed over Cisco Catalyst Ethernet Switches. The Cisco routers are deployed to connect the various components. Service Overview Page 35 of 46

- 36 - Figure 25: Data interconnect - internal MPLS 3.2 BT Cloud Contact Resiliency and redundancy The resiliency and redundancy of BT Cloud Contact is twofold: The On Site resiliency protects the service against single server or link failure. The Inter Site redundancy protects the service against major disaster that will bring a whole site (Front End or Back End) completely out of service. 3.2.1 On-Site Resiliency The On-Site resiliency is achieved via two design and implementation rules: N+1 The Front End servers has been designed and implemented with N+1 and network load balancing techniques. These measures allow the service to continue should the service be interrupted by a failure with minimal impact to our customers. Clustering The SQL databases and part of the ACD cannot follow the N+1 rule. On Site resiliency is achieved via clustering: we can lose one node of each cluster to maintain the service running with the same capacity, see for more details 3.2.3. 3.2.2 Inter-Site Redundancy BT Cloud Contact has two inter-site redundancy procedures, covering the Front and Back End nodes. Figure 26: BT Cloud Contact Inter Site Redundancy Service Overview Page 36 of 46

- 37-3.2.3 Protection mechanisms against loss of data In BT Cloud Contact databases are stored in SAN (Storage Area Network) using technology from one of the leading companies for high end SAN - NetApp: No single point of failure e.g. through redundant controllers Disk redundancy is provided through RAID 6 storage meaning data is stored on 4 data disks plus 2 parity disks. If a single disk fails there is still disk redundancy, if two disks fail there is still no data loss, only if more than two disks failed data might get lost. SQL servers are clustered and collocated with core ACD and backend systems in each backend in London and Dublin for on-site resiliency in case of hardware issues. BT Cloud Contact uses Microsoft SQL Server databases which document any change to database records to log files. The scope of log files is to offer the possibility to roll back a database in case it has gone corrupted. It is obvious that a roll back can only be done to a recent point in time as any modification between the present time and the roll back point would get lost and that additional mechanisms for protecting data against loss are needed. Service Overview Page 37 of 46

- 38-4 Security BT has a structured security organization with overall responsibility for defining and advising on appropriate security measures within BT. Key activities include policy setting, compliance evaluation, solutions development, investigation, promoting awareness and providing advice and guidance. Security policies provide high level detail on the allocation of responsibilities, owned on a day-to-day basis by senior management and delegated through supervising managers to ensure implementation and compliance at all levels. Each computer system and network within BT also has a designated owner who is responsible for the security of that system and for ensuring that security is built into the system and maintained on a day-to-day basis. BT Cloud Contact was designed to address not only the call centre functional requirements, but also address the security needs of the users. BT Cloud Contact consistently supports Microsoft s security model, and also consistently enforces an additional service-based security layer necessary for a multi-tenant call centre. This consistency demonstrates that security considerations are integral to the design of BT Cloud Contact. The various security policies covered in the BT Security Program are listed below: - Physical security - Customer data - Staff security - Application level security o Operational security o Antivirus o Patch management o Monitoring and auditing o Intrusion Detection o Vulnerability Assessment o Disaster recovery and business continuity o Platform housekeeping The security features include: Agent communication is encrypted for Windows XP and Windows 7 based agents. All backend servers run as Windows services All applications use Windows Integrated Authentication to secure the call centre and individual tenant information and resources. None of BT Cloud Contact applications are responsible for authenticating system passwords all are handled through Active Directory using Security Groups and Users. Service Overview Page 38 of 46

- 39-5 Service Assurance Our Service Assurance organisation follows the four principles of best practice customer complaint management: Classify Customer Complaints: the regional complaint manager will record individual complaints on the management information system, One-Siebel. They capture the nature of the complaints, along with the product or service the complaint is about. They then manage the investigation, identifying the resolution and keeping the customer informed throughout the complaint journey. Analyse and report trends: once complaints are classified, the data is analysed and reported on a regular basis. The goal of the analysis is to identify trends within the complaint root causes that occur within BTGS. Take Management Action: with issues identified, actions must be taken to improve the systemic issues identified by the RCA (root cause analysis). This may include improving communications, providing additional training or working with supplier processes. Changes will be monitored closely to ensure actions result in fewer customer complaints. Continuous improvement of the complaint process: although a complaint management process may exist, it is important to know how well it is working. On a monthly basis we randomly choose customers who recently complained to BTGS. We ask them whether or not they view the process as accessible, easy to use and fair. The customer's feedback has proved integral in developing our strategy. Our service assurance desks are as follows organised: CUSTOMER Structured Questions/ Check MPLS Access Identify variant of NGCC Regional first line service desks BT GIS/VoicePort/ MPLS Software patches Escalations Invoke disaster recovery Emergency change requests Liaison with other BT teams Coordinates conference calls BT NGCC Centre of Excellence (2 nd & 3 rd line) UK/US BT Development BT Platform monitoring BT Windows support BT Network support Vendor Cosmocom Figure 27: Service assurance model Please note that given the standard nature of the product/service described in this catalogue entry, BT and our suppliers may from time to time use back office support and system functions which are located or can be accessed by users from outside of the UK and/or the European Economic Area. This would relate to operational data only, for example, the contact name and/or business contact telephone number for a customer contact provided to BT for the purposes of agreeing access to your premises to complete preparatory installation work. Service Overview Page 39 of 46

- 40-6 Pricing 6.1 Pricing Model The BT Cloud Contact pricing model is intended to be as flexible as possible to allow the customer to readily meet the requirements of their business in a cost effective manner. While there is a recommended minimum commitment for the customer in terms of time (12 months) and agent volumes (25 concurrent agents), BT takes responsibility for managing BT Cloud Contact to ensure the necessary capacity is available to meet any customer forecasted requirements. The cost for BT Cloud Contact will be calculated monthly on a per agent basis, and also will incur a one-time set up fee in the first month. The cost structure is a true pay-as-you-go model and consists of the following priced components: Set-up Charge The BT Cloud Contact Set-up charge is raised for each customer provisioned on the platform, this charge is a one-time fee. Per Agent charge The Per Agent charge is a monthly charge and is based on: 1. the maximum number of concurrent on-line agents or 2. the number of logged in agents or 3. the minimum commitment if actual usage does not meet the minimum commitment A Customer may have additional agents added at any time (subject to the BT forecast and capacity management criteria as stated in the BT Cloud Contact Annex to the PSA) and these will be billed incrementally as consumed. The difference between concurrent and logged in agents is explained below. Be aware that in this example it is measured over one day. In reality the peak is measured over the calendar month: Figure 28: Difference between concurrent and logged on agents + Add-On Product items Customers who choose any +Add-ons will incur a set up charge in some instances and a monthly surcharge applied as follows: Examples of Add-On product items (all available products are listed in the bid tool, see below): - Add IVR ports per port - Dashboard per agent Service Overview Page 40 of 46

- 41 - - Voice recording licenses per agent - Storage and archiving per gigabyte - Salesforce integration per agent - WFO/WFM integration (Verint in the Cloud) per agent Note: BT Cloud Contact logged in agent pricing is likely to be more attractive to smaller working day call centre operations with less shift patterns. BT Cloud Contact concurrent pricing is likely to be more attractive to larger extended working and 24 hours call centre operations with multiple shift patterns, and distributed call centres. The contract with the customer can only use one of these options. A customer can upgrade to concurrent pricing through the standard change control process. 6.2 Associated charges Depending on the solution deployed and what is agreed in the contract, there will be chargeable services that need to be provided to support the deployment of BT Cloud Contact and examples of these are shown below (the bid tool will guide the user through the requirements that need to be considered for each customer): Customer Configuration: IVR scripts, routing strategy, agent, group, queues creation, etc. Systems Integration Project Management Consulting (BT Professional Services) Training BT Cloud Contact is only one, of the physical elements involved within a customer s overall solution. Many other physical components/services will need to be added and their associated charges taken into account. Customers of BT Cloud Contact will therefore incur other charges to enable the solution to function and these are outlined below. 1. BT Inbound Contact charges 2. Internet access charges, from BT or other suppliers 3. VoicePort charges 4. BT Connect (MPLS, if part of the solution) Note: Voice minutes and MPLS are charged separately from the BT Cloud Contact service. 6.3 Pricing and ordering When BT receives the order from the customer we will require the relevant BT sales channel to complete and submit an MSDS (Managed Solution Design Summary) before we progress the provision of the Cloud Contact service. Service Overview Page 41 of 46

- 42-7 Service Delivery BT s delivery teams represent the link between the customer s business needs and the appropriate technological services. They translate and adjust the functional requirements in terms of functionality, organization, support and technology. BT professional services ensure the project management, the evaluation of the risk, the conformity of the solution, the change management and the follow-up of the operability of the platforms and solutions deployed is correct and based on current best practice. BT s packaged implementation methodology work-shops combine all aspects of performance, technology integration, resilience and design evolution. These exploit advanced solutions and technologies to answer new requirements of calls centres and guarantee more customer satisfaction for today and tomorrow. Listed below are the 6 steps of BT Cloud Contact service delivery with the 4 recommended workshops at phase 2 to ensure a solution that fits customer s contact centre requirements. Figure 29: Service Delivery Process Phase I Contract The actual service delivery starts with a signed contract and order form. Phase II Capture and ordering BT consultants assist the customer in defining and optimizing their virtual contact centre organization, routing strategy, IVR script, and contact flows. Typically, this requirement capture pack includes 4 workshops organised and driven by BT consultants and aimed at defining the Customers exact requirements in the following areas: Workshop 1 General Information and Project Definition To understand the key processes & business impact of the contact centre environment and definition of the project. Workshop 2 Routing rules and Call distribution Definition of contact centre structure including agent skills profiles, interface configuration, teams and groups: - Definition of the contact routing rules, with media, queues and priority - Definition of the IVR structure and scripts Workshop 3 CTI integration & CRM application pop ups Definition of business rules, agent s desktops, CRM screen configuration Workshop 4 Reporting, Training & Operate - Definition of reporting structure and displays Service Overview Page 42 of 46

- 43 - - Definition of training requirements for agents, supervisors, admin and definition of virtual contact centre operations management processes Deliverables As a result of these key work-shops the following deliverables will be produced, which may require additional PS days to be reviewed, amended and signed off by the customer Network Architecture document Details all the BT and 3rd party service providers and connectivity requirements Virtual Call Centre Organisation and Desktop Environment Description Document Details all the functionalities available per profile, the list of fields required on the desktop and any other parameters (for example: customer s logo, wav files for the routing scripts etc) Routing and IVR strategy document Defines the scripts and rules for ACD and IVR. Internal Tests and Validation plan Testing plans to ensure that final solution complies with customer business and operational requirements. The number of days is variable according to the Customers actual requirements and / or the Service complexity. This phase is completed when the service elements are ordered internally and the customer received the pre-welcome pack. Phase III Processing This phase is a BT internal step. All orders will be checked and processed. This team monitors the progress of each order and will inform the project manager if there are delays. Phase IV Implementation Implementation includes the configuration, scripting, and customization of the Customers Queues, Groups, Teams, Agents, Routing strategy, and IVR. Delivery of GIS numbers, VoicePort and eventually MPLS. It also includes the implementation of the first line service desk. This phase is completed when the customer receives the Welcome Pack. Phase V Service Delivery This phase includes: Customer (external) Tests & Validation - The Customer configuration is tested in real conditions by key users - Customer validates the service and agrees to a date for implementation kick off Administrator Handbook All the specific administration and support processes are described in this handbook it is updated after initial training and go live phase to reflect any amendments BT trains the trainers on each Site Training of the customer trainers on agent and supervisor interfaces, Recorder, customer Administrator, Historical Reporting for managers and eventually on Designer. Phase VI Deployment This phase includes floor walking during the operational launch date. BT can also assist the key users (Agents, supervisors and administrators) on each site to make the best use of the system during an agreed period of time, depending on solution complexity. Service Overview Page 43 of 46

- 44-8 Roadmap In the course 2014 the following projects/features are planned: PCI-DSS compliance payment solution Social Media Trawling Smartphone and Tablet interfaces Service Overview Page 44 of 46

- 45-9 Glossary Acronym ACD API BT Inbound Contact BT GPS or GPS BT GS BTIA CPE CQM CRM CTI CSR EU GIS IVR LAN BT Connect PSA OLAP OneDesktop PCI DSS PS PSTN ROI RTR QOS SAP SMS TCO Tenant VoIP WAN WFM Description Automated call distribution Application programming interface BT voice inbound service platform which provides inbound call and routing multi-nationally. BT global professional services BT Global Services BT Internet access which provides routing over the internet Customer Premises Equipment Call quality management Customer relationship management Computer Telephony Integration Customer Service Representative European Union BT s Global Inbound Services Interactive Voice Response Local area network (e.g. corporate LAN) The BT multi protocol labelling service which provides IP style (any to any) connectivity for wide area networks. Product Service Agreement On Line Analytical Processing BT s call centre agent desktop interface developed for use with BT Cloud Contact. Paying Card Industry Data Security Standard Professional services Public switched telephony network Return on Investment Real Time Reporting Quality of service of VoIP data. A customer relationship management system provided by SAP. Short Message Service Total costs of ownership A logically isolated instance of the BT CLOUD CONTACT platform in which a single customer s configuration resides. Voice over IP Wide area network (e.g. BT MPLS) Work Force Management Service Overview Page 45 of 46