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Connecting to CustomersMulti Channel Customer Interactions

www.vocalcom.com

« Think differently»

Vocalcom

Introductory Meeting

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Agenda

Vocalcom/Introduction and Requirements

Vocalcom Solutions

General Discussion

Next Steps

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Established in 1995, Vocalcom is a private company - VC financial input during 2011

Unique Market Position:

Customer driven product development R&D by Vocalcom European and American awards for industry innovation 6 years in row product of the year in the USA More than 600,000 users in 40+ countries Strong organic growth (+20%)

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Vocalcom has a global presence in over 40 Countries

Where are we?:

EMEA Belgium, France, Germany, Italy, Morocco, Netherlands, Spain, Tunisia, UK

Asia UAE, India

America’s Argentina, Brazil, Canada, Mexico, USA

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Revenues

The Vocalcom group has sustained an annual growth of 20%. In 2010, the consolidated group turnover has exceeded $130m

These results are divided between all major business segments, illustrating the reliability and flexibility of our solutions. The premiere quality of our solutions is the ability to provide our clients with limitless possibilities regardless of the industry.

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Agenda

Vocalcom Introduction

Vocalcom Solutions

General Discussion

Next Steps

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Web based - .Net designed

Complete Solution – no “hidden” capabilities!

Distributed and/or Consolidated MIS

Contact Blending with inbound agents on Vocalcom

Contact Blending with 3rd party inbound solutions Avaya Gold Dev Connect

Any PBX

Any Phone

Multiple Agent scripting capabilities

“Return On Investment”

Competitive and Innovative pricing! Purchase

Rental

Hosted

Trials

Highlights

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Fully Functional, Multi-Channel, Multi-Tenancy, Contact Centre:

Inbound ACDOutbound DiallerIntegrated RecordingInbound eMailInbound ChatSocial MediaIntegrated CTiIntegrated iPBXTelephony Connectivity

What’s “in the box” ?

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Recorder

Traditional Call Centre

Agents

DialerCTI Server

PBX / ACD

WFM

Database

Customers

IVR

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Recorder

Vocalcom Call Centre

Agents

DialerCTI Server

PBX / ACD

WFM

Database

Customers

IVR

IP PBX

Dialer

IVR

Recorder

CTIFully web enabled

Chat-Email

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Vocalcom Software Suite

Administration

Script designer

IVR Editor

Agent Editor

Reporting

Real time Supervision

Agent

Agenda

V-Server

Dialer

ACD/IVR

Recorder

CTI

Chat-EmailFaxSMS

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Vocalcom Features

100% Web Based

Automatic Call Distributor (ACD)

Reporting System

CTI platform

Interactive Voice Response Unit (IVR)

Real Time Monitoring

Recorder

Dialer

Scripting Tools

Blended Campaign Management (inbound/outbound/Email & Chat)

External tools and applications integration enabled

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Vocalcom Web IVR

Multi language (English, Arabic, French, German, Spanish…)

Full PSTN and VoIP (SIP and H.323) support

IVR active on all channels

Call management (Call queuing, forwarding, outsourcing, prioritization, VIP…)

Voice mail Management

Remote monitoring (Web and Audio)

Automated Outbound IVR Campaign without agents

Integration API (Database, Web-Services, External software)

Graphical editor

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Inbound- IVR & Outbound

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Email & Web Chat

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OFCOM compliant

Best Time to call

Campaign specific dialling modes – Predictive, Progressive, Preview, Search, Blaster, Manual

Campaign specific Recycle rules

Campaign specific resource assignment – agent, Trunks

Campaign/Record specific CLI including “real” flexibility

Campaign, List and Database management

Complete call progress detection

Answer machine detection and options

Blended Inbound and Outbound Contact campaigns

Blaster Campaigns – Intelligent Voice Messaging using IVR

True Multi- tenanacy

Multi-channel communications – Email, SMS, Fax, Web, Chat, Telephony

Real time and Historical reporting customisation

Outbound Highlights

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Agenda

Vocalcom Introduction

Vocalcom Solutions

General Discussion

Next Steps

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Connecting to CustomersMulti Channel Customer Interactions

www.vocalcom.com

« Think differently»

Vocalcom UK40 Occam Road, Guildford, Surrey

Tel : +44 1483 685360

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Vocalcom Standalone

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IP-PBX Integration

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Multi Site Architecture

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Scalability & Redundancy

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Scalability & Redundancy

SQL2 server

ISA server

Dat

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Virtual server

Load Balancer

SQL1 server

HMP-M (Master)

HMP-C1 (Call Control/SIP)

HMP-C2 (Call Control/SIP)

HMP-C3 (Call Control/SIP)

HMP-CR (Call Control/SIP)Crash Recovery

HMP-m2 (media Control)

HMP-mCR (media Control)Crash Recovery

SIP

VO

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IP Phone or Soft Phone

Agent

VOIP Gateway Customer

HMP NetworkApplications Server

SQL Load Balancing

IIS server

IIS1

IIS2

IIS3

IIS4

IIS5

E1/T1

Call Center

IP/SIP Network

HMP-m1 (media Control)