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

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

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
By identifying your
customers through IDV
CLI, username, acct or
email you can make an
intelligent decision on their
value to you and what they
are most likely to want to
do.
interaction type best solution
By understanding your By aligning this
customers intent you can intelligence alongside
determine if they can self the customers profile
serve or, due to their you can route them
value (or interaction efficiently in a way they
type) require human choose
intervention.
 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…
◆ Most Mature and Field Proven Technology
◆ Most Scalable and Reliable Platform
◆ Most Unified All-in-One Function Set
◆ Most Easily Integrated Architecture
◆ Fastest Deployments
◆ Greatest Deployment Flexibility
TCO ROI Customer
Loyalty
◆ Consolidates many different sites and
systems into one global virtual contact
center
◆ Multi-tenancy provides a solution for
every contact center and business unit
in your enterprise - all on one platform
◆ Implement new applications,
reorganize, relocate, redeploy, and
adapt to new situations with
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
 Summary of CCSP Advantages
◆ Proven High Capacity and
High Availability System Architecture
◆ N+1 load sharing and fault tolerance
◆ Business continuity architecture
◆ Ease of Integration
◆ Simple to integrate with open APIs
◆ Integration to multiple applications simultaneously
◆ Can use existing Agent GUI or build simple
toolbars into applications
◆ Build composite interfaces of applications relevant
to the agents to keep them on a single screen
◆ Powerful and easy to configure
Real time reports and dashboards
◆ Modern Web interfaces
◆ End user configurable
◆ Shareable views
◆ Thresholds and Alarms
◆ Easy API Access
◆ Full Supervisory management capabilities
◆ Silent monitoring, coaching/whispering/ Barge-in for
agent teams
◆ Supervisory assistance requests and instant
messaging between supervisors and agents
◆ Team broadcast messaging
◆ Recording
◆ Leverage Multi tenancy in the enterprise
◆ Outsourcer Support on Same Platform for consistent
Reporting and QA
◆ Efficiently Manage organizational inorganic growth through
consolidation of legacy systems and maintain high
functionality across full org.
◆ Provide capabilities for non traditional Call Center
applications and users
◆ Expand access to home, remote/, and mobile users
◆ Consistent call handling and CTI across distributed
enterprise
◆ IP Phone support
◆ Directly connect IP Phones to CCSP registrar
◆ OR - Route calls through Cisco Call Manager Infrastructure
◆ OR- Use VoIP to the Desktop support for phone-less agent
◆ Standards based solution
◆ Easy access to engineers and developers
◆ Many training options
◆ Microsoft based IT Solution.
◆ Personal Attention
◆ Focus exclusively on high end Contact Center
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 .