Transforming your business with New Generation of Customer Service

1. Transforming your business with New Generation of Customer Service Alcatel-Lucent OmniGenesys Contact Center

2. Global Market Transformation :Challenges How can I ensure business continuity, deliver end-to-end security while dealing with flat budgets CIO I need to securely access my business applications from anywhere and interact with my customers in an extended workplace Employees Our customers are expecting first-class service, skilled representatives and multimedia access. This is the price for their loyalty Customer Service To Tackle the Challenges and benefit from New Business Generation, Enterprise and Government customers need to initiate their Competitive Transformation

3. A Framework ForCompetitive Transformation How do we turn all this technology into acompetitive weapon ? CEO Initiate Your Competitive Transformation ! Network Transformation Services Transformation Business Transformation + + • All-IP Communications • Reliable, Secure Infrastructure • Comprehensive Management • Concentrate on essentials with MCS • User Profiles • Telephony Services • Mobility, Collaboration • Unified Communications • Flexible Devices • Contact Center • Industry Specific Applications • Communication-Enabled Business Processes Competitive Transformation is supported by secure end-to-end business critical communications solutions

4. Dynamic Contact Center optimizes cost, quality and revenue business goals Customer Experience Customer Retention & Up-sell Agent Productivity & Satisfaction

5. A Typical Day in a Contact Center Uncontrolled wait timefrustrates customers Traffic Wasted agent capacity Missed retention & revenue opportunities Time

6. Reduce cross selling Offer call back Extend CC Push to IVR Return calls Extract from IVR Cross Sell-opportunity Proactive calls Increase cross selling Process workflow Process email A Day in the Life of the Contact Center T R A F F I C T I M E

7. Business Priority Routing Virtual Hold IP Contact Center Genesys Voice Platform Outbound Contact CRM Adapters Proactive Contact Business Process Routing Genesys Email A Day in the Life of the Contact Center T R A F F I C T I M E

8. With Alcatel-Lucent, optimize your costs ! • Optimized Total Cost of Ownership • RSI synchro Server • X version compatibility • One stop vendor • Converged technical support • Synergistic R&D to provide superior level of integration • SIP integration • OmniPCX Enterprise SIP Gateway, SIP GVP • Alcatel-Lucent SIP softphone

9. With Alcatel-Lucent, increase your quality ! Robustness Reliable Alcatel-Lucent Communication Server CCd back up, Passive Call Server Video Contact Center Partnership with leading video providers: Polycom, Radvision Distributed IP Contact Center ALU Com Server centralized architecture: Home working agents CRM adaptors On top of generic G+ adapters , Pivotal, Remedy done via Alcatel-Lucent Professional Services

10. With Alcatel-Lucent, optimize your revenues ! Collaboration CCteamer, getting the right information from the right expert Overflow In case of understaffing, or traffic peaks, calls are extended to the enterprise user On demand Contact center During low traffic season, easy adjustments of agents with CC licenses managed centrally

11. With Alcatel-Lucent, get a more optimized Dynamic Contact Center ! Robustness Video Contact Center Distributed IP Contact Center CRM adaptors Optimized TCO One stop vendor SIP integration Collaboration Overflow On demand Contact center

12. OmniGenesys : A proven solution… a predictable outcome !

13. GENESYS SUITE ROUTING SERVICES INTELLIGENCE (RSI) Alcatel-Lucent & Genesys, a wining combination ! OMNIGENESYS ALCATEL-LUCENT CALL SERVER (OMNIPCX ENTERPRISE) • TWO MARKET LEADERS • BUNDLED SOLUTION • ONE STOP SHOPPING VENDOR THRU BUSINESS PARTNERS • Ca. 500 OMNIGENESYS CUSTOMERS

14. It works ! Great deal of joint references ! RETAIL FINANCE INDUSTRY TRANSPORT OTHER TELECOM

15. Marco Caceres IT Manager Axtel

16. The AXTEL Story • Telecom service provider in Mexico • Local lines (FWA, Wired Lines, FO, and Dedicated Circuits) • Long distance • Internet access • More than 648K lines in service at the end of 1Q 2006 • 3 new cities at the end of the year (Veracruz, Celaya and Irapuato) • Contact center is a unique point of contact with our customers • Customer service, Repair • Collections, Telemarketing • Internet Service Provider & E-Business • Only one local phone number to access all our services • Flexibility, able to be dynamic, is key • To make changes • To automate business processes • To offer services to our customers (e.g. billing inquiries)

17. Other Systems (CRM, Billing, etc.) The AXTEL Contact Center (Before) Public Network Forecasting & Scheduling PBX IVR CTI/ACD/Reporting/Inbound & Outbound Call Routing/Internet Suite/Other media/Screen Pop

18. GENESYS SUITE ROUTING SERVICES INTELLIGENCE (RSI) OMNIGENESYS ALCATEL-LUCENT CALL SERVER (OMNIPCX ENTERPRISE) Why ALCATEL-LUCENT ? • Integrated solution: • Fully integrated solution with Genesys • Great T-Server link capacity • Best roadmap integrated with Genesys • High performance • Back up CCD solution on PABX

19. RSI Synchro Server Bidirectional & Automatic Synchronisation CME Alcatel-Lucent OmniPCX Enterprise Genesys CC Solution RSI «Beyond the traditional IT/Telecom border»  Faster Deployments Avoid config. mistakes, due to manual dual computing Improved Maintenance RSI Synchro Server Benefits: Key Accomplishment: Routing Services Intelligence (RSI)Bridging Genesys and Alcatel-Lucent OmniPCX • High Availability • Fully Synchronized • Lower Total Cost of Ownership • Faster, Predictable deployments

20. The Actual Situation • 900 seats installed (90 in a remote location). • 20 seats for Genesys Multimedia. • More than 45% of Inbound calls terminates in the IVR. • More than 37,000 daily Inbound calls received (and increasing). • More than 27,000 daily Outbound calls (and increasing). • More than 100 email daily (and increasing). • With OmniGenesys we have 1300 lines/day sales rate.

21. The Actual Situation All the contact center systems are supported with internal resources. All new developments, upgrades and new systems installation are made with internal resources. Internal resources are certified (two persons): Two certified GENESYS engineer. One certified GENESYS developer. One certified IVR developer and engineer. One certified PBX administrator. One certified GENESYS WFM. One certified GENESYS CCA. One certified GENESYS Routing Professional. All the inbound, outbound reporting, CCA and WFM tools from GENESYS are installed,also we are testing the Internet Suite.

22. OmniGenesys Installed Applications Genesys Products Genesys Framework Enterprise Routing Genesys Outbound Contact Internet Contact Historical & RealTime Reporting Genesys WorkForce Manager Genesys CC Analyzer Genesys SNMP Option Genesys Voice Platform 360 IP Ports Servers, DB and OS • 11 Dell Servers • 16 distributed CPU • 30GB Distributed RAM • 1 EMC Disk array • 250GB HD Storage • Oracle Database 9i • Windows 2000 & 2003 OS • Full Time High availability platform by Legato for Database HA.

23. Dynamic Contact Center Highlights/ROI All routing functions are made by Genesys Universal Routing Sever with CCD as back up solution Using an IP extensions, the remote agents can login in the same T-server across a WAN connection. Universal seats, any agent can login in any station, and receive only related activity calls. Real-time strategy overflow changes using Genesys URS, it can be triggered manually or automatically. Skill Based Routing. Genesys high availability if one server fails, the backup server take the control “on live” without lose the service. (except cti-link).

24. Next Step With OmniGenesys, we are Ready for the future: VoIP (SIP, H323) Plan to migrate to SIP. OmniGenesys Platform ready for enablement Hybrid system Possibility to support TDM,IP on same platform Backward compatibility (R2. ISDN, etc,) Soft phone Multi-site support Second Call Center integrated at the end 2007.

25. THANK YOU.