© 2014 LiveOps - Confidential LiveOps® Platform™ Call Flow & Telephony Options

© 2014 LiveOps - Confidential

LiveOps® Platform™

Call Flow & Telephony Options


LiveOps Global Data Centers


Example Global Customer: Sales & Support Centers

Chennai, India

Raleigh-Durham, NCSan Jose, CA

Utrecht, NL

Seoul, Korea

Other Sites: NY, RTP, Outsourced Locations/Companies, etc.Plus: New/Additional Sites (growth)

= Sales/Support Center


LiveOps Data Centers and PSTN POPs

Chennai, India

Raleigh-Durham, NCSan Jose, CA

Las Vegas, NV New York, NY

London, UK

Singapore

= LiveOps Data Centers and PSTN POPs

Seoul, Korea

Sydney, AUS

Amsterdam, NL

Utrecht, NL


LiveOps Call Paths and Message Flows


Agent Dialing by DID/DDI

+1-480-555-1234+44 / +82 / +91

Inbound Calling via LiveOps Cloud Contact Center

Caller

TFN

PSTN Carrier

Customer’s PBX

Agents

LiveOps Data CenterLiveOps

Data Centers

PSTN Circuits

(local SIP/T1/E1 lines)Agent Dialing by Extension

x1234

IVR/ACD/VDN

LiveOps Redundant

Carrier Circuits

LiveOps Benefits• One IVR and Business Logic treatment for all

calls/channels across all regions• Agents only need DID/DDI/Ext. + Internet• PBX/WAN Infrastructure agnostic• Follow-the-sun routing across PBXs/WANs• Call delivery via Domestic PSTN, INTL PSTN,

VoIP (MPLS/VPLS) or SIP• Open APIs for integration

LiveOps Data Centers• Active/Active

Redundant Data Centers

• Load-Balanced POPs• Redundant Tier 1

Carriers• Carrier-grade Circuits,

Equipment and Facilities

Customer’s CRM/Salesforce.com

VoIP/WebRTC Call

Customer’s CRM/Database/Salesforce.com


Outbound Calling via LiveOps Cloud Contact Center

Destination

Customer’s PBX

LiveOps Data CenterLiveOps

Data Centers

IVR/ACD

LiveOps Carrier Circuits

LiveOps Benefits• Integrated reporting across all regions, all

agents, all channels• CRM integration for Automated

Outbound Dial Campaigns

Client’s SIP/T1/E1 Circuit

LiveOps places a second egress call to the destination

4

LiveOps places an egress call to Agent’s DID

3

Agents logs into the LiveOps portal

1

System (or agent) initiates an outbound call via LiveOps Web Interface or SFDC

2

Agents

LiveOps Outbound:• Lead-Generated/Campaigns

• Preview• Progressive• Predictive• Automated (IVR)

• Click-to-Call in SFDC• “Local Number” CLID• Cold Calling

PSTN Carrier

Customer’s CRM/Salesforce.com

VoIP CallPSTNCall


Email/SMS/Web Chat/Social Routing via LiveOps

Customer #1

Agents

LiveOps Data Centers

Email

FB/Twitter

SMS/Text/IVR Callback

Web Chat/Web Form

Customer #2 Customer’s CRM/ Salesforce.com

LiveOps Multi-Channel Benefits• Single Agent UI across all Channels:

Web Forms, Web Chat, Email, Voice, SMS Text Messages, Facebook, Twitter

• Back-end Integration with Salesforce and CRMs• Front-end Integration with Salesforce and CRMs• Supervisors: Monitoring & Reporting across Channels• Agents: More efficient, fewer screens, faster service,

quicker call resolution


Global Call Delivery (Logical View)


PSTN Call Routing

LiveOps’ PSTN POPs

Customer Locations

Callers

Singapore

APAC

Las Vegas

West Coast

New York

East Coast

London

EMEA

PSTN Carriers

Calls Routed Across PSTN Backbone


VoIP Call Routing


Customer Locations

Callers

Singapore

APAC

Las Vegas

West Coast

New York

East Coast

London

EMEA

PSTN Carriers

Calls Routed Across Customer’s Corporate VoIP Backbone


Direct Voice Peering


Customer Locations

Callers

Singapore

APAC

Las Vegas

West Coast

New York

East Coast

London

EMEA

SIP Trunking across Customer’s MPLS

Calls Routed Across Customer’s Corporate VoIP Backbone

Call Delivery – LiveOps Benefits• LiveOps Contact Center is an OVERLAY to your PBX system• LiveOps is a GLOBAL solution• LiveOps provides a CONSISTENT exceptional customer experience world-

wide• LiveOps is a MULTI-CHANNEL Contact Center• LiveOps delivers a UNIFIED Agent Experience• LiveOps brings WORLD CLASS tools to Corp Support, Sales and IT teams• LiveOps provides FLEXIBLE supports multiple groups, across multiple

locations throughout multiple regions and multiple languages• LiveOps supports INTERNAL and EXTERNAL agents (on-net & off-net)• LiveOps provide robust real-time MONITORING and historical REPORTING• LiveOps creates easy, no-touch LICENSING


Global Call Delivery (Geographical View)


Customer – Global Call Centers

Agent Sites

Austin, TX Netherlands PhilippinesHome Workers



LiveOps – Global Data CentersLas Vegas New York London Amsterdam Singapore Sydney


Agent Sites


LiveOps – Global Number Assignment


Las Vegas New York London Amsterdam Singapore Sydney

Agent Sites


#

#

#

## ##

##


LiveOps – Global Customer Base

## # ##

# ## #



Agent Sites



LiveOps – Global Call Routing

## # ##

# ## #



Agent Sites



LiveOps – Global Call Routing

LiveOps Benefits• Global, Intelligent Routing w/Salesforce integration• Massively Scalable, Extraordinarily Flexible• Support for current and future Telephony/PBX• Central, Unified Call Treatment across all Agents Sites• Global Reporting across ALL channels (Email, Chat, Voice)• Business Continuity and Virtual Redundancy


Ingress & Egress Pricing


Ingress Call Paths and Costs (Calls into the LiveOps Cloud)

LiveOps Cloud

LiveOps One-Time Setup Fees Ingress Fees

Customer-owned TFN number via direct peer (VZB, ATT) $100 Setup Fee (one time) 0.0¢ / minute (LiveOps)

~ 2.0¢ / min TFN charges (from Carrier)

LiveOps-owned TFN number via direct peer (VZB, ATT, CLK, L3/GX, BT)

$100 Setup Fee (one time) $50 per number (one time)

2.5¢ / minute (LiveOps)0.0¢ / min TFN charges (from Carrier)

Numbers from other carriers that are pointed to LiveOps DIDs

$100 Setup Fee (one time)$50 per number (one time)

2.5¢ / minute (LiveOps)~ 1.5¢ / min TFN charges (from Carrier)~ Call Forwarding charges (from Carrier)

USA: TFN* via a LiveOps direct TFN PSTN peer

Customer DID/DDI/TFN* Numbers Customer-owned numbers on

a LiveOps direct PSTN peer are re-assigned to enter on the LiveOps Circuits (aka “Client-side Routing”)

Numbers on other (non-peer) carriers must “point” to a new DID on a LiveOps circuit

Customer-owned numbers on CenturyLink must point to a new DID on a LiveOps circuit

OtherCarriers

Numbers from all other carriers

RED = Non-LiveOps charges *DID/DDI = Direct Dialed Inbound number, *TFN = Toll Free NumberPrices are estimated, non-binding and subject to change February, 2014

EMEA: DDI/TFN* via a LiveOps direct peer

Customer


Category Carrier Pricing Details

Great AT&TVZB

0.0¢/min to LiveOps.Standard fee to Carrier.

AT&T and VZB are the only carriers that will bill the customer but deliver calls to a 3rd party (LO)

Great One Source Networks (OSN)

Lowest cost for other carriers.

OSN is our “provider of choice” for Telco

Great XO, Call Tower, Telesphere

Varies. On-net providers use their own SIP trunks (often paired with a Hosted UC solution)

Good LiveOps provided DID/TFN

2.5¢/min to LiveOps. Comparable rates, simple billing (Port number to LiveOps)

Poor Customer TFN forwarded to a LiveOps DID

2.5¢/min to LiveOps.Standard fee to Carrier.

Most expensive.

LiveOps – US Telephony, Summary of Charges

Ingress Charges

Remember: There are LOTS of good reasons to move to the cloud. Lower price in NOT the primary reason customers move to the cloud!


Egress Call Paths and Costs (Calls exiting the LiveOps Cloud)

LiveOps Cloud

PSTNAny PSTN Carrier

On-Net SIP Peer

Direct Voice Peer (DVP)(IP/SIP Connection)

MPLS Cloud

On-Net PSTN Peer

SIP PBX

Egress Path LiveOps Egress Fees Additional Costs

PSTN (Any Carrier) 1.5¢ / minute --

LiveOps Soft Phone (Twilio/WebRTC) -- 1.0¢ / minute (Twilio)

On-Net ITSP SIP Peer (IntelePeer) 0.2¢ / minute ~ $1,000 / month (IntelePeer)

Direct Voice Peering (DVP via MPLS) ~ $4-$7/ month (per talk path) ~ MPLS Circuit fees

Outbound Calls & Campaigns 1.5¢ / minute --

SIP PBX

PSTN/SIP

IP

IP/SIP

IP/SIP

PBX

PBXAgent* Yellow = IP

Soft Phone WebRTC

Any DID/DDI #

RED = Non-LiveOps charges *DID/DDI = Direct Dialed Inbound number, *TFN = Toll Free NumberPrices are estimated, non-binding and subject to change February, 2014


Category Carrier Pricing Details

Great Twilio 0.0¢/min to LiveOps.1.0¢/min to Twilio.

Internet delivered Soft Phone using WebRTC

Great One Source Networks (OSN)

Lowest cost for other carriers.

OSN is our “provider of choice” for Telco

Great XO, Call Tower, Telesphere

Varies. On-net providers use their own SIP trunks

Good LiveOps Direct Outbound Dialing

1.5¢/min to LiveOps. Comparable rates, simple billing.

Good DVP Circuit charges only Best with 75+ agents or 100K+ minutes per month

LiveOps – US Telephony, Summary of Charges

Egress Charges

Remember: There are LOTS of good reasons to move to the cloud. Lower price in NOT the primary reason customers move to the cloud!


• Quick Deployment Scenarios– Migration strategy can be simple– Internal PBX/CC forwards all calls to external PSTN DID into the LiveOps Cloud– LiveOps-powered agents can sit inside company or external– Note: Extra trunk capacity is required for forwarded and hair-pinned call paths

• Disaster Recovery/Business Continuity Scenarios– Quickly re-route all service numbers to a LiveOps inbound DID/TFN– Quickly spin-up new DR-site agents or home-based agents– Circuit outages: Forward #’s to LiveOps DIDs and empower mobilephone-based

agents

• Overflow Scenarios– Route overflow calls to the LiveOps On-Demand Contact Center Platform– Carrier or internal PBX/CC routes overflow calls to external PSTN # into LiveOps Cloud

• Dial-out & Outbound Campaigns– All outbound PSTN calls = 1.5¢ / minute (N. America Domestic) or INTL Long Distance

(as applicable)

Additional Options


• Toll Free Numbers (TFNs) can be “Virtual” or “Provisioned on a Circuit”– Virtual

• The TFNs are provisioned by a provider but not associated with a specific end-user’s circuit• These TFNs need to be “pointed” at a DID that will ring into a specific circuit• Incoming toll free calls enter the PBX/System as if the caller had dialed the DID directly• The DID is displayed as the Dialed Number (DNIS) (not the Toll Free Number itself) These types of TFNs can be re-pointed to a DID/TFN assigned to a LiveOps Circuit

– Provisioned on a Circuit• The TFNs are physically provisioned on one specific circuit• The DNIS for inbound calls is the toll free number itself These types of TFN need to be re-assigned by the carrier to enter on the LiveOps Circuits (via a “Shared Use

Agreement”)

• Responsible Organization (RESP ORG)– The entity authorized to make changes for a particular number with the carrier– Re-provisioning a TFN or DID/DDI number from the customer’s circuit to a LiveOps circuits can only be

done by the entity named as the RESP ORG

• Porting– Transporting ownership of a number from one provider to another– E.g. moving a customer TFN or DID number from TW Telecom to Verizon Business

• Pointing– The mapping of a virtual number (like a TFN) to a DID/DDI– This enables calls to “land” on the proper circuit (usually the LiveOps circuit on which the DID/DDI is

provisioned. See “Virtual TFN” above.)

Notes and Reference Information


Thank You

Documents

© 2014 LiveOps - Confidential LiveOps® Platform™ Call Flow & Telephony Options