Enghouse Interactive

Contact Center: Service Provider

An overview of Enghouse

◆ Founded in 1984
◆ Annualized revenues >$220m

◆ Circa 1100 employees globally

◆ Organic & acquired growth
◆ No debt – Strong cash reserves

◆ Market capitalization 1.3B+

◆ Based in Toronto and traded on the Toronto Stock
Exchange (TSX) under the symbol "ESL”
Our Mission

To drive a new wave of

personalised customer experience,
by empowering organisations
with innovative solutions that enable interaction...

…Anytime - Anywhere - Anyhow

A Global Footprint

More than
1,000 of the worlds leading partners

Who support over

10,000 customers globally
Who run more than

1,000,000 seats
Handling

>1,000,000,000 customer interactions daily

 The Spectrum of Interactions

‘Structured’ interactions ‘Self-service’ interactions ‘Unstructured’ interactions

More consultative with less defined
Usually involve a defined From simple, digit-based
caller requirements. Often valuable
process, and some form of automatic routing through to interactions, needing efficient
information or financial complex integrated call professional call transfer to enhance
transaction. interactions. Can include digit and maximize the customer
Normally handled through a capture, call transfer, experience
contact center environment ID/verification, database
integration and card payments.

Self-service elements can also be part of assisted and direct customer interactions

Enghouse Interactive delivers solutions that help companies of all sizes manage the
full spectrum of customer interactions to deliver unparalleled service.
MARKET TRENDS
 Customers continue to expect a whole lot more…

anytime anywhere anyhow

Customers expect to be Generation X still use Consumers want to

able to interact when voice…but consumer led Shop, Pay and Receive
they want – how they innovations around anyhow they choose.
want and with smart devices are driving The explosion of
consistency in service non-voice interactions. SocMed access points
response. Generation Y & Z will mean more interactions
interact ‘digitally’. through personalised
gateways.
 An intelligent approach to routing…
customer interaction type best solution

By identifying your By understanding your By aligning this

customers through IDV customers intent you can intelligence alongside
CLI, username, acct or determine if they can self the customers profile
email you can make an serve or, due to their you can route them
intelligent decision on their value (or interaction efficiently in a way they
value to you and what they type) require human choose
are most likely to want to intervention.
do.
 Key market drivers we’re seeing…
Customers
◆ Adoption of smart devices is changing their behaviour
◆ Customers will self-serve if they are given the right tools
- Check-In, Ticketing, Payments, Supermarket, Retail, Parking etc
◆ Segmentation is increasing so propensity to accept or adapt is no longer
guaranteed
e.g. Professional, Gamer, Everything Tech or Social Butterfly?
◆ ‘Mobility’ – many organisations seek the operational efficiency of mobile
knowledge workers

Partners
◆ Continually seek new ways to differentiate and add higher level value to
their valued customers

Technology
◆ Virtualisation and subscription models are commonplace
PRODUCT OVERVIEW
Contact Center: Service Provider

◆ All-in-One Contact Center Suite

◆ ACD, IVR, Video IVR (IVVR), Recording, Outbound, API’s

◆ Multimedia, Multi-Channel
◆ Telephone, Videophone, e-Mail, Text, IM and Collaboration

◆ Global Virtual Call Center

◆ Multi-Tenancy with Tenant Self-Admin

◆ All-Inclusive Formal & Informal CC

◆ Carrier-Grade Scalability and Availability
◆ All-IP, Open Standards SIP / H.323 / IMS Ready
◆ All-Software, SOA, Easy Integration
 Topology with Caller Types & Agent Options

CALLERS TENANT N
DATA CENTER
TENANT 2
INTERNET CORE AGENT CONNECTION DIALING
Chat, VoIP, Email, SERVERS SERVERS SERVERS SERVERS TENANT 1
Collaborations, Video
Routing, Admin, Agent IVVR, Voice, Predictive Engine,
Stats, Logging Interaction Chat, Message Campaign Mgr ADMIN / SUPERVISOR

PC AGENT – SOFTPHONE
VIDEO / IP PHONE
Live Call, IVVR, Voicemail

IP Network PC AGENT with PHONE

IP or TDM

MOBILE PHONE
Live Call, IVVR, Voicemail
VoIP GATEWAYS

Mobile MOBILE
Network AGENT

CIRCUIT PHONE PHONE AGENT

Live Call, IVR, Voicemail

PSTN
LOCAL TDM
TDM IP
or IP PBX
CCU Redundancy & Reliability
With Business Continuity Architecture (BCA)

Data Center #1 Data Center #2

Fail Over
ACD Server ACD Server
(CMS & Stats) (CMS & Stats)
Fail Over

Exchange Exchange
SQL Replication SQL Server
Server
Server Shar
ed
Disk
Shar
ed
Disk
Server
Array Array

1 GBit Switched Ethernet 1 GBit Switched Ethernet

WAN
IP NETWORK

Load Balanced and always active

N+1 Load Balanced Resources N+1 Load Balanced Resources
• CFG - Configuration Managers • CFG - Configuration Managers
• LOG - Logging Servers • LOG - Logging Servers
• AIS - Agent Interaction Server • AIS - Agent Interaction Server
• VCS/DPS - VoIP CS and Device Proxy Server • VCS/DPS - VoIP CS and Device Proxy Server
• ICS - Internet CS • ICS - Internet CS
• MCS - MSG CS • MCS - MSG CS
• PDS - Dialer Servers • PDS - Dialer Servers
 Desktop client
◆ Available for Business Users, ReadyRep™ & Agents
◆ Phone control from the screen
◆ Full synchronization between PC and Phone
◆ E-mail/Chat/Callback handling
◆ Displays detailed call information
◆ Screen pop-up/Click-to-dial
◆ Click-to-call from MS Outlook
◆ Presence information
◆ Integrations with CRM
◆ Multi-lingual interface
Agent Phone Options

◆ Web-based or soft phones (with embedded SIP and H.323)

◆ Certified IP Phones (with or without softphone)
◆ PBX or IP PBX Phone (standalone or with softphone)
 Web Supervisor

◆ All Agent Functions +

◆ Silent Monitoring
◆ Whisper Coaching
◆ Barge-In Supervisor Management and
Assistance
◆ Real-Time Reports
◆ Historical Reports
◆ Remotely log off an agent Realtime Display
◆ Agent-Supervisor
Chat
◆ Supervisor Assist Request
◆ Broadcast Messages
to Agents
 Dashboard
Administrators: Create standard views for different applications and/or user roles
Supervisors: Create your own views, even share them with others

◆ Configure thresholds with alarms to be notified of problem areas

◆ Single-click data sorting on any field to see trends and exception cases
◆ Instantly create filters to focus on specific applications, groups, or agents
◆ Export to Excel or other external programs
◆ Flexible layout & formatting
Web Reports
Analyst
◆ Non-technical users create and customise reports
◆ Instantaneously generate reports regardless of data set size
◆ Analyse performance and visualise trends for tactical & strategic decision-making
◆ Robust time hierarchy – drill down from years to 15 minutes intervals
◆ Standard OLAP interface provides flexible report-generation options
 Designer - Unified Media Call Flow Creation Studio

◆ Multi Modal ACD and PD designed as single system

◆ Direct Links to Self Service IVR Media Server Applications
◆ Call Flow management of voice, e-mail, internet, video
◆ CTI Data management (Add skills, data routing)
◆ Browser-based
◆ Drag and drop
◆ Properties boxes
◆ Test environment for safe prototyping
◆ Real-time updates to live system
◆ Web Services Integration
◆ SIP INFO Integration
◆ Easy access to external
DB or IVR
Dialer - Predictive Dialing

◆ FTC-compliance without productivity loss

◆ Settable abandon rate
◆ IP-based live call detection
◆ Detects > 90% of answering machines
◆ Unified management and reporting
◆ No expensive proprietary telephony hardware.
◆ Same Unified Agent desktop software interface
◆ Dialer can link to external database calling lists.
◆ Call disposition info is stored in the original database.
Call and Screen Recording

◆ Fully pre-integrated, managed from agent’s

desktop, supervisor’s station or Designer scripts
◆ Records all media (voice, chat, mail)
◆ Does not require inbound connection
from the platform to customers
◆ Bandwidth independent
◆ No proprietary CODEC’s
◆ Web-based access
◆ Recordings export and archiving
Advanced Message Management

◆ Email / Voicemail / FAXMail

◆ Familiar OWA interface
◆ User or Queue Reply Control
◆ Automatic Message History Tracking
◆ Unlimited Message Deferral
◆ Push-or-Pull Message Distribution
◆ Advanced Message Scripting
◆ One-click Callback

Pu

l l
sh

Pu
 The Most Rewarding Core Value Proposition

The All-IP Contact Center with the… ◆ Consolidates many different sites and
systems into one global virtual contact
◆ Most Mature and Field Proven Technology center
◆ Most Scalable and Reliable Platform ◆ Multi-tenancy provides a solution for
every contact center and business unit
◆ Most Unified All-in-One Function Set
in your enterprise - all on one platform
◆ Most Easily Integrated Architecture
◆ Implement new applications,
◆ Fastest Deployments reorganize, relocate, redeploy, and
adapt to new situations with
◆ Greatest Deployment Flexibility unprecedented ease and speed
◆ Increase customer loyalty and revenue
by enhancing the customer experience
and enable first call resolution
◆ Rapid deployment and fast time to
market
TCO ROI Customer
Loyalty
 Summary of CCSP Advantages
◆ Proven High Capacity and ◆ Leverage Multi tenancy in the enterprise
High Availability System Architecture ◆ Outsourcer Support on Same Platform for consistent
◆ N+1 load sharing and fault tolerance Reporting and QA
◆ Business continuity architecture ◆ Efficiently Manage organizational inorganic growth through
consolidation of legacy systems and maintain high
◆ Ease of Integration functionality across full org.
◆ Simple to integrate with open APIs ◆ Provide capabilities for non traditional Call Center
◆ Integration to multiple applications simultaneously applications and users
◆ Can use existing Agent GUI or build simple ◆ Expand access to home, remote/, and mobile users
toolbars into applications ◆ Consistent call handling and CTI across distributed
◆ Build composite interfaces of applications relevant enterprise
to the agents to keep them on a single screen
◆ IP Phone support
◆ Powerful and easy to configure ◆ Directly connect IP Phones to CCSP registrar
Real time reports and dashboards ◆ OR - Route calls through Cisco Call Manager Infrastructure
◆ Modern Web interfaces ◆ OR- Use VoIP to the Desktop support for phone-less agent
◆ End user configurable
◆ Shareable views
◆ Standards based solution
◆ Thresholds and Alarms
◆ Easy access to engineers and developers
◆ Easy API Access
◆ Many training options
◆ Microsoft based IT Solution.
◆ Full Supervisory management capabilities
◆ Silent monitoring, coaching/whispering/ Barge-in for
◆ Personal Attention
agent teams ◆ Focus exclusively on high end Contact Center
◆ Supervisory assistance requests and instant
messaging between supervisors and agents
◆ Team broadcast messaging
◆ Recording
CUSTOMERS
CCSP Global Leadership

CCSP is the most selected provider

of hosted contact center platforms
in the
Public Cloud – Contact Center On Demand
France Telecom

◆ NGCC = Next Generation Contact Center ◆ CMC = Contact MultiCanal

◆ In production since 2001

◆ In production since 2003
◆ National and International platforms
◆ On-Demand (Shared) and On-Net (Dedicated)
◆ Target market:
◆ Target market:
◆ SMB, multi-site large call centers
◆ Multinationals, add-on to current voice services
◆ France, expanding into Europe & North America
◆ EMEA, North America, APAC
◆ Implementation:
◆ Implementation:
◆ Integrated into new VOIP network
◆ Geographic redundancy in London and Dublin
◆ First VOIP application on that network
◆ Nodes in US, France, Hong Kong
◆ Support and PM in UK and USA ◆ Sales:
◆ Sales: ◆ Voice Services overlay
◆ BTGS Voice Services group ◆ System Integration group
◆ BT Partners
Public Cloud – Contact Center On Demand

◆ ePLDT: Division of #1 Philippines Telco

◆ Unified Contact Center Plus (UCCP) – branded on
◆ Tier 1 Telco in India
Demand Service ◆ Major markets
◆ In production since 2004 ◆ BFSI

◆ Target market ◆ Government

◆ Domestic Philippine applications ◆ Domestic & International BPO

◆ Outsourced Support to Global applications ◆ 57% CCOD Marketing Share in India*

◆ Technical ◆ Customers include major accounts (1000+ seats
◆ Highly proficient technical staff
each)

◆ Regional center of excellence

◆ 3 separate regional platforms (Each architected to
support ~6000 seats)
◆ Customer successes
◆ Outbound intensive applications
◆ Telcos (e.g. SMART Communications, PLDT)
◆ Government (e.g. Bureau of Internal Revenue)
◆ Banking & Finance (e.g. Allied Bank)
Internal Usage – Telecom Customer Care

◆ In production since 2005 ◆ In production since 2008

◆ Customer Care Application for the Largest mobile ◆ Customer Care Application for the Largest Mobile
carrier in Mexico Operator in Philippines
◆ 4,200 seats in 9 regions connected ◆ 1000+ Contact Center Seats
◆ 28 Outsourcers ◆ Multi Site operations
◆ Multiple sites, internal & outsourced ◆ Benefits:
◆ Each region is a Virtual Call Center ◆ Flexible Reporting

◆ Benefits: ◆ Unified Communications

◆ Unity of locations, outsourcers, channels ◆ Cost Effective compared to competition

◆ Call transferability
◆ Channel: ePLDT

◆ Siebel CRM Integration

◆ Deployment: Single large tenant on “Public Cloud”
Platform
◆ Outsourcer visibility, QA, control, flexibility
◆ Channel: Sixbell Nekotec
◆ Deployment: “Community Cloud”
 Selected End Users of Hosted / Cloud Solutions
Technology, Media & Telecom Travel & Tourism
Healthcare Financial Services

Retail & Industrial

Outsourcers

Government & Education

Questions?

This information represents Enghouse Interactive’s intent with regard to

product development. Enghouse Interactive is a very customer driven
organization therefore, this information is subject to change.

This information is confidential and is provided under non-disclosure . It

must not be disclosed to any third party without the written permission of
Enghouse Interactive .