Oracle Contact Center Anywhere: Go To Market – Hosted Case Studies

1. Oracle Contact Center Anywhere: Go To Market – Hosted Case Studies James Owens – BDM, Specialist Sales APAC

2. SAFE HARBOR STATEMENT The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

3. CCA Case Studies Hosted Providers

5. MCI Web Center

8. The ProStar Network is a group of independently owned and operated contact centers utilizing CallCenterAnywhere globally.

10. A Sampling Of Other Service Provider Accounts:

11. Benefits of Hosted / Managed Services The next group of customers prefer Managed Services solutions for the reasons indicated.

12. Tremendous budget constraints put CallCentreAnywhere on top at MAXIMUS BC: 250 agent logins Multi-channel solution phone, fax, email and IVR blend multimedia skills Reduce agent positions Streamline inquiries Offer more self-service options MAXIMUS BC: Affordability MAXIMUS BC will introduce leading edge technology to improve the administration of MSP and PharmaCare and improve overall customer service and significantly strengthen privacy.– Ministry of Health Services, BC

13. Canada Post: Speed • Fetch call centre not dependent on outside programmers to make changes: • Agent profiles can be changed quickly • Workgroup skills definitions change fast • Call flow logic and scripts easy to change “I really appreciate the ability to make changes on the fly. When we need something changed, we can do it ourselves.”- Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

14. BTI Canada: Adaptability • 122 agent logins • Contact centre application; gear end of life • Organized by pools of agents and supervisors • Formerly no visibility to remote agents • Required intelligence in the network to manage a virtual contact centre Most important: Control and self-administration. Technology had to be compliant with contract.

15. 12 agent logins No desire to own infrastructure No desire for capital equipment expense Needed multimedia contact centre offering for their customers Avoid reliance on technical resources Westminster Savings: Adaptability Most important: The ability to impact changes on the fly with no technical resources.

16. 30 agent logins Requirements: Reduce staff Increase efficiency Consolidate all customer inquiries Unify media with case management initiative BC Residential Tenancy Office:Customer Centricity Most important: An integrated multi-channel offering.

17. BC Canadian Red Cross: Reliability • 50 agent logins • Disaster recovery requirements to ensure inbound and outbound callscan be placed Most important: Back-up system readily available to manage large influx of calls with zero set up time.

18. Canada Post: Reliability • Network power problems shut Ottawa office: • Fetch agents did not skip a beat and worked from home instead • Fetch agents quickly and easily logged-on using their regular phones and home-based internet connections Contact Center Anywhere is… “a contingency plan built right in.”- Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

19. Canada Post: Unified Control • Contact Center Anywhere has comprehensive reporting capabilities, including: • Service level & ACD interval reports • Reports on agent adherence • Reports on outcomes • Reports on workgroup-related interactions • Reports by media type “I don’t have a manager standing over the agents. But because I can quickly go through daily reports, I can manage everything virtually.”- Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

20. Canada Post: Workforce-Ability • Contact Center Anywhere is easy to learn: • Graphical user interface is intuitive • Logging on takes a few seconds • All interactions follow the same model: • Accept interaction • Put interaction on hold • Transfer to agent, or an outside number, or to another workgroup “All the agents are based in Ottawa and have readily accepted Contact Center Anywhere. They’ve found it really easy to learn. It’s not a complicated system.”- Christine Hamilton, Senior Consultant, Innovapost, IT division of Canada Post

21. Ivanhoe Cambridge: Workforce-Ability • 8 agent logins • Help desk function in call centre • Remote agents in Montreal and Toronto • Serving clients throughout Canada Most important: Cost effective solution that would help virtual agents effectively serve clients with up-to-date interaction logs and a system completely outside their present phone system which is not reliable to handle transfers, etc.

22. Service Provider Profile: TELUS • Operational Across All Provinces of Canada • Launch included many vertical markets: • Government • Retail Banking • Transportation • Real Estate • Offering: • Chat, Intelligent E-Mail, VOIP, Voice, Collaboration

23. Situation: Innovapost wanted to provide a special “consumer to vendor” referral service Consumer confidentiality a must This would involve both web-based and phone-based inquiries TELUS Success Story: Innovapost / Fetch

24. Challenge: Fetch service needed to come up fast - no delays Senior managers were concerned about their dependence on outside programmers TELUS Success Story: Innovapost / Fetch

25. Idea: TELUS provided a demonstration of CallCentreAnywhere including the instant provisioning capability Fetch managers warmed up to hosting based on speed of changes possible with the Administration Manager that comes with CallCentreAnywhere TELUS Success Story: Innovapost / Fetch

26. Solution: CallCentreAnywhere eliminated the need for Fetch employees to be dependent on outside programmers to make changes Fetch employees are able to change: Agent profiles Workgroup skills definitions Call flow logic …without the assistance of TELUS Agents became familiar with all system functions quickly and easily TELUS Success Story: Innovapost / Fetch

28. Telstra Time Line: • Telstra wishes to establish On Demand Call Centre (10-150 seats) –RFI released in 2003 • Telephony@Work shortlisted – Mid 2004 • Evaluations completed – Early 2005 • Initial solution architected and deployed – End 2005 • Oracle acquires Telephony@Work - Early 2006 • Web Contact Centre market trial established - February 2006 • General release of Web Contact Centre – September 2006 • 1000 live agent seats/40 customers on Web Contact Centre – February 2008

30. Service Provider Profile Web Center • Web Center operational for 7 years • Popular offering for enterprises wanting instant, reliable hosted contact center service • Cost-effective, set up in days • No large up-front investment • Flexible, easy to use • Offering: • Chat, Intelligent E-Mail, VOIP, Voice, Collaboration

31. Situation: Telemac provides billing systems to worldwide wireless carriers Over the past several years, the company has experienced quick growth Cutovers for new billing systems are mission critical, leaving little room for guesswork and programming delays

32. Challenge: Telemac was growing quickly and was concerned about the delays and costs involved in putting a traditional contact center infrastructure in place. A big question: What will keep up with the fast pace of our growth? Another question: How can we deal with the cost associated with a full-blown contact center?

33. Idea: Consider an alternative to outright acquisition of call center technology Hunt for a hosted solution that would reduce capital outlay and long lead time

34. Solution: Web Center provided all of the infrastructure and support for national roll-out for a significant wireless operator Web Center eliminated costly systems integration and lengthy programming projects Web Center up and running for the entire center in 10 days Managers are now able to quickly assess incoming call volumes, queues and waiting times, and other status reporting

35. Service Provider Profile: Siebel • Siebel & IBM jointly host Contact OnDemand • Fast and simple CRM • No upfront costs • Powerful Analytics • Built-in Contact Center • Contact OnDemand complements Siebel’s hosted CRM OnDemand service for end-to-end hosted contact center solution

36. Situation: Segway needed a powerful – yet affordable – customer service solution Segway needs to handle customer inquiries, media requests, sales calls & post-sales support

37. Challenge: Segway knew there would be a large response to the Segway HT But there was no way of knowing what the volume of inbound calls would be Siebel Success Story: Segway

38. Idea: Leverage the infrastructure of an existing contact center environment Guarantee the ability to scale up quickly to meet the uncertain demand – but without having to purchase gear and software All roads lead to a hosted solution

39. Solution: Siebel worked with Segway to set up an 800 number, interactive voice response (IVR), call routing and voicemail boxes Siebel Contact OnDemand gave them the ability to route these calls to live agents, or leave voicemails for future callback The scalability of Siebel Contact OnDemand proved useful in the summer of 2003 when Segway experienced a surge in customer inquiries regarding used batteries for their HT scooters Siebel Contact OnDemand quickly provided an additional toll-free 800-number to handle the surge in call volume

40. Situation: Working Solutions is the world's largest provider of outsourced virtual call center and CRM agents More than 22,000 representatives across the United States - Agents are home based CEO Tim Houlne searched for a cost effective but highly-scalable contact center solution that could support thousands of calls from diverse Fortune 500 clients who operate sales and support contact centers Siebel Success Story: Working Solutions

41. Challenge: As an outsourcer, Working Solutions must quickly respond to demands of new and existing clients These demands are especially hard during seasonal or peak activity call spikes, like the holidays Siebel Success Story: Working Solutions

42. Idea: Find a solution that can accommodate work-at-home virtual agent community Concentrate on simplicity of infrastructure: A PC, and a broadband internet connection A telephone Siebel Success Story: Working Solutions

43. Working Solutions' administrators can easily add and delete customer care agents Agents simply log in over the Internet and register the location they're calling from Within seconds, agents are receiving domestic and international calls and transactions Contact OnDemand provides real-time and historical call reports across the entire Virtual Agent Community Siebel Success Story: Working Solutions Solution:

44. Situation: Manufacturer of CD/DVD publishing, duplication and printing systems More than 30 products $780M annual revenues and growing

45. Challenge: Experiencing rapid growth (33% Y/Y) Signed Agreements with WalMart and Target Disparate data across sales, service and marketing teams Managing growth in consumer market

46. Idea: Investigate Unified CRM and Contact Center solution Validate ROI of hosted solution with other users Search for capabilities beyond sales force automation to include multi-channel

47. Solution: Low cost deployment with Contact OnDemand using 200 blended agents Ability to Scale during peak seasons Seamless e-mail integration increases user adoption

48. Situation: Largest unit of Sony Corporation High-end consumer electronics division New York Retail QUALIA store high profile Digital cameras, headphones, mini-disc players, and HDTV projectors Siebel Success Story: Sony

49. Challenge: New division with high corporate visibility Quickly capture consumer information High-end products required “high touch” relationship Siebel Success Story: Sony

50. Idea: Leverage existing Siebel enterprise deployments Look for ability to diversify contact center for specific target market: High end consumer electronics Outlook integration for scheduling one-on-one demos Siebel Success Story: Sony