WEBINAR: The Connected Enterprise - Customer Interactions for Lync

1. WEBINAR: The Connected Enterprise -  Customer Interactions for Lync NIGEL OLDING – PRODUCT MANAGER EMILY BLOOMFIELD – CHANNEL MARKETING MANAGER

2. Enghouse Interactive • Customer Contact Solutions • Founded in 1984 • Annualisedrevenues >$180m • Circa 1000 employees globally • Organic & acquired growth • No debt – Strong cash reserves • Market capitalization $700m • Based in Toronto and traded on the Toronto Stock Exchange (TSX) under the symbol "ESL” www.enghouseinteractive.co.uk

3. Enghouse Interactive Credibility More than 99 Customer contact deployments with MS Lync Customers ranging from 10 – 20,000+ seats We supporting over10,000customers globally Who run more than1,000,000 seats Handling>1,000,000,000 customer interactions daily

4. What we’re seeing in the market • Connecting your PBXs • A revolution of shifting away from a traditional PBX-based approach to managing customer engagement to an approach unified communications platform such as Cisco Jabber, Microsoft Lync, NEC. • Microsoft Lync / Presence Connection • Rapid adoption of Microsoft Lync, launch of 2013 • Connecting presence information into the Contact Centre • Shift from traditional voice and PBXs Enterprise Voice users The Un Relenting Rise Of Skype & Lync 5M >300m • Customer service • Customers are willing to self serve – given the right tools • Customers expect to be able to interact on their terms 24/7 • Customers want consistency on any device, channel, location, anytime • Rapid adoption of smart devices are driving customer behaviours • Multiple communications channel – Social Networks, webchat connected users ! • Increased business agility • Make the contact centre more flexible – changes can be made immediately • Actionable intelligence to make future decisions • Need to consolidate contact centre infrastructure • Mergers and acquisition – reduction in property, reconfiguration of infrastructure • But yet need to have visibility and localised control ! !

5. Connected Enterprise – Bringing Customers Closer Take the journey through the contact centre& beyond. Discover how connecting your enterprise will bring customers closer Connected Enterprise Stay connected to your customers, employees and partners Seamlessly connect your customers and employees. Connect all elements of customer activities console, contact centre, recording and self service Connect your systems, CRM, Channel & operational/transactional Connect front, middle and back office Collaborate front-line staff with back office creating positive outcomes for the organisation and customer. Collaborate by bringing existing knowledge and new/ legacy technologies together to regain balance between the drive to cut costs and enhance customer service. Collaborate Connect Communicate Customers can communicate on any device, any media, anytime Presence allows communication with experts within the business Create actionable intelligence and communicate across the business Allow customers and partners to communicate and support each other From operator consoles to advanced contact centre solutions, our diverse portfolio of customer contact solutions keeps customers seamlessly connected across your business. We can connect products to suit customers and business needs from contact centre, consoles, QMS to self service, integration tools allowing them to bring together customers and business. Solution Multichannel Contact Centres Self Service Operator Consoles Quality Management Suite

6. Why Enghouse Interactive for Lync? Customer Contact Applications for Lync • Over 20 years experience in voice applications – a deep understanding of legacy, current and future UC technology. • Compelling interaction management solutions provides Microsoft customers with proven communication applications. • A full portfolio of services to augment those provided by partners, to ensure that the solution is scoped, delivered and supported to the highest quality standards.. • Cross platform support for other vendor technologies – assists customer migration to Microsoft Unified Communications. Stay connected to your customers

7. Integrated Solutions for Microsoft Lync Extend your MS solution’s reach with additional applications that can see improved efficiencies in performance and management and provide a presence integrated service to you and your customers Helpdesks / Service Desks/ Contact Centres Quality Management Suite Operator Consoles

8. Proven Solutions We have implemented 99 customer contact deployments MS Gold Partner Lync accredited applications

9. Customers expect a whole lot more anytime anywhere anyhow Customers expectations have changed and increased. They expect to be able to interact when they want – how they want and they expect service to be consistent. Consumer led innovations around smart devices are driving digital non voice interactions. Generation Y & Z expect to interact digitally. Generation X still require voice. The explosion of social media access points mean customers are interacting through personalised social gateways.

10. Take an Intelligent Approach customer interaction type best solution By identifying your customers through IDV CLI, username, a/c# or email you can make an intelligent decision on their value to you and what they are most likely to want to do. By understanding your customers intent you can determine if they can self serve or due to their value or interaction type – require human intervention. By aligning this intelligence alongside the customers profile you can route them down the most efficient and preferred path.

11. EICC – Product Features, some highlights. • Skills based and intelligent routing • Full business intelligence – historical and real-time • Customizable announcements, Auto Attendant and Query • Multimedia queuing: voice, email, web, social media • Comprehensive agent client for all contact handling • Embraces Lync presence • Quality recording and evaluation • Connectors - E.g. Microsoft CRM plug-in for screen pops and “dial from screen”

12. Perfect Integration to Lync

13. Integrated Multi-Media Integrated Multi-Media Skills Based Routing Multimedia Functionality - Skills-based Routing -Surveys - Historical Reporting - Real-time Status - One Admin Front-end - CRM Integration -Screen pops -CallBack

14. What some of our Customers say “We only have a small IT team – however with EICC we can manage and change our Service Centre on a day to day basis” “We use features we thought were only available to large contact centres ” “We operate multiple PBX platforms across Europe but one Contact Centre means our agents can work from any office and minimises training”

15. Pilot prove migrate • Separated Global Departments • Part of Lync Global Pilot Program • Mixed PBX environment • Pilot of Contact Centre functionality • Slow migration • Retain confidence that there is a simple fall-back process if required

16. Gateway in to the business

17. The Value of Attendant Consoles • A phone operator is the gateway between customers and the organisation • Provide operators with the tools they need to quickly and efficiently handle interactions: • Transfer to the right destination, first time, every time • High call volumes handled quickly and accurately • Consistent, professional service • Prioritise high value/urgent calls • Create exceptional customer experience and a professional impression • Increase operator productivity • Do you know which department they are in • I haven’t heard of her – does she work here • I don’t know if any one is there at he moment

18. How EI meets these requirements • A screen based attendant console, helpdesk and directory solution • A client-server based software solution • Console-specific telephony features • Based around the EI contact centre engine to provide rich call handling and supporting modules • Configurable business rules • Embedded announcement options • Rich historical and real time reporting • Integrated recording of calls and screen activity • Wallboard for real time data and alerts • Score cords

19. Attendant Console for Lync Enterprise Class Call Routing Seamless Integration into Lync Voice Presence from Lync, Skype, Exchange, Traditional Telephony Reporting & Analytics Designed for Operators

20. An Overall Investment with a Quick ROI • Reduce operator costs • Improve productivity – Avoid time wasting on manual tasks • Speed up call handling – Less staff can handle more calls • Reduce Operational expenses – No need for temporary back-up staff • Reduce call abandonment rates • Let the operator / back-up operators better handle peak calling times • Improve customer service • Encourage repeat business • Give your high-value customers the VIP treatment

21. Quality Solutions • Full Time Call Recording • Screen Recording – capture Multimedia transactions • Agent Evaluation – Align with Quality Strategies • Across any Lync user

22. Computer Recording - Screen Capture Synchronised audio and full screen playback

23. Agent Evaluation - Score Cards Audio section bookmarked to question

24. Agent Evaluation Reports

25. How Our Customers Use Call Recording “Our users need to feel protected and on-demand recording enables us to provide the security they need” “We have significantly reduced our training by using recording and monitoring to identify best practice for call handling” “A single access point for all my recordings across multiple sites plus I can ensure consistent service at all our sites across Europe”

26. The Path to Lync • Common strategies our customers employ when migrating to Lync • Rip & Replace • Incorporate into a site relocation strategy • Pilot, Prove, Migrate • Pilot with a small department first such as the IT helpdesk or reception • Roll out to a select group or department e.g a non critical line of business

27. New Site – Rip and Replaced • Spotless Group • New Site • 600 Staff – Including IT • Existing NEC PBX’s across multiple sites • Consolidated Contact Centre Functions across Lync and NEC PBX’s • Minimising Risk • Enhancing Opportunity for Testing • Reducing Change Management challenges

28. The Strategy Site 1 Site 2 Site 4 Site 3

29. Pilot prove migrate – Hybrid environment • Separated Global Departments • Part of Lync Global Pilot Program • Single ECC Implementation • Business rules and productivity tools, • Pilot of Contact Centre functionality • Slow migration • Retain confidence that there is a simple fall-back process if required

30. Scottish Borders

31. Some common customer perceptions… • I will have to go to multiple vendors to provide the apps I need – increasing complexity and cost • There is no call centre functionality within Lync • Its not mature enough for me to take the risk…

32. Marketing Activities Come and see in action @ Connected Business Join us for Drinks 5pm – 7pm Hilton London

33. Questions ?