Introduction to SimpleSignal’s Call Center Solution

1. Introduction to SimpleSignal’sCall Center Solution

2. Introduction • “The BroadWorks hosted Call Center solution allows us to compete head-to-head with the major premises ACD platforms from Avaya and Cisco, but at a much better price point. “ • US Service Provider “The BroadWorks hosted Call Center application is a add-on service that I can sell to almost every one of my business customers.”   --  Nordic Service Provider Call Distribution and Queuing is an essential business tool for every business customer, regardless of their size Call Centers get significant advantages from a Hosted service, and Service Providers are uniquely positioned to deliver the service Using BroadWorks to deliver the ACD service offers tight integration with other BroadWorks services, and operational simplicity

3. Market Challenges and Value Proposition

4. ACD Enterprise Customers – Lower Costs and Improve Productivity Challenges of Premises ACD Systems $ ON-SITE QUEUING Expensive to operate/maintain Inflexible reporting Inefficient trunk usage Agents Anywhere Advantages of a Hosted Call Center Solution Calls are queued in Data Center, so trunks/bandwidth only used when agent is available No CapEx. Monthly service, bundled with voice/data service. ACD groups can span locations; Support for home-based agents Easy to use, with on-demand charts and data tables on agents and queues

5. SimpleSignalCall Center Solution Overview

6. ACD BroadWorks Call Center Solution • Inbound ACD calls are queued in the Service Provider’s data center • Centralize management of calls and services • Reduce cost of trunks by queuing calls in carrier’s network • ‘Virtual Queues’ can span multiple sites • Deliver calls to agents when they are available • Agents can be located anywhere • Agents can control what device they use Service Provider Service Provider Service Provider Service Provider Reporting Reporting Calls Calls AUTO AUTO ATTENDANT ATTENDANT Calls Calls Messaging Messaging ACD ACD Home Agent / Home Agent / Large Call Center Large Call Center Branch Office Branch Office Remote Office Remote Office Multiple ACD Groups Multiple ACD Groups Single ACD Group Single ACD Group

7. Hosted Call Center – Supports All Environments Small Business Mid-Size Business Formal Call Centers • Single Users • Queue calls for front office Receptionist(s) • Integrated with BroadWorks Receptionist desktop client • Small Office • Queue calls for small office • Phone-based users • Mobile Workforce • Integration with BroadWorks Anywhere • Example: Real Estate Sales, Contractors • Small Call Center • Phone-based agents • Basic reporting options • Multi-department Enterprise • Queuing and overflow settings to support • Geographically distributed Enterprise • Queues can span sites • Supports remote or home-based users • Advanced Call Center feature set • Front end IVR/AA • Advanced ACD features for overflow, alternate routing, stranded call routing, bounced calls • Desktop clients (Agents and Supervisors) for efficient call handling • Advanced historical and realtime reporting • Call Recording (via partners) Value Proposition Single platform supports service requirements of every customer environment SimpleSignal®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.

8. ACD Feature Overview

9. Call Distribution and Routing Policies Call Distribution Policies Call Routing Policies Alternate Routing Policies • ACD Algorithms • Ordered Agent Hunt • Most Idle • Simultaneous Ring • Weighted (Primary/Secondary) • Directory Number Hunt • Alternate Agent Devices • Secondary IP Phones • Mobile Device (BW-A) • Home Phone (RO) • Agent Log-In • ‘Join’ via web portal or clients • Set ACD State (Sign-in/out, Available, Unavailable, Wrap-Up) • Priority Queuing • Ability to prioritize which calls are presented to agents • Use Longest Waiting, Highest Priority Queue or DNIS within a Queue • Bounced Call Routing • Routing options when a selected agent doesn’t answer a call • Overflow Call Routing • Based on number of calls in queue or time in queue • Stranded Call Routing • Options to escape from queue when no agents are logged in • Night Service • Assign time schedule to Call Center, with automatic after-hours routing behavior • Includes option to manually enable via web portal, Supervisor client, or FAC • Holiday Service • Assign calendar schedule to Call Center • Forced Forwarding • On-demand re-routing of calls to alternate location, enabled via web portal, Supervisor client, or FAC SimpleSignal®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.

10. Greetings and Announcement Options Entrance Greetings Comfort Media Service Announcements • Entrance Message • Audio and Video • Customizable • Option – Always play entrance message • Message plays even if agents are available • Option - Play estimated Queue wait time or location in queue • Music/Video on Hold • Comfort Messages • Periodic message played when in queue • Alternate Comfort Message • Triggered when expected wait time is short • Optional announcement played to caller based on call routing triggers • Forced Forwarding • Night Service • Holiday Service • Overflow routing • Stranded call routing • Media Files • Supports loading both audio and video files for all announcements/greetings • Up to 4 media files can be chained together to create message/greeting • Files can be loaded on BroadWorks or pulled from a Server (using URL) • Hold Media can be streamed from external device SimpleSignal®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.

11. Agent Productivity and Management Call Presentation Call Handling Management • Present incoming call information to Agent on phone or CC client • Inbound CC or DNIS name • Wait time • Calls still in Queue • Longest waiting call • Whisper Message • Distinctive Ring for ACD calls • Held call notification and management • Call Escalation • Normal escalation or Emergency escalation to Supervisor • View line state of Supervisors • Call Transfer and Conferencing • Online directories with Click-to-dial • Disposition Codes • Tag calls to track campaigns or call results • Unavailable Codes • Custom Unavailable codes (break, lunch, etc) to track availability • Silent Monitoring and Barge-In • Monitor active call • Monitor next call to agent or queue SimpleSignal®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.

12. Call Center Agents and Supervisors

13. Call Center Agent Overview • Any Subscriber, Any Device, Any Place • Leverage the core BroadWorks ability to route calls to a user, not a device, so the Agent can use multiple devices and alternate devices/locations • Reporting and ACD availability remain consistent, regardless of device • Phone-based Agents • IP Phones display queue and call information; Soft keys for common actions (ACD state, Disposition codes); Star Codes for key features (escalate call to supervisor, etc) • Desktop clients for fast-paced environments • Web-based client, fully integrated with BroadWorks • Access on-demand Agent reports

14. Phone-Based Users or Agents Alert multiple devices Desk Phone Alternate/Temporary Phone Mobile Phone – BroadWorks Anywhere Auto Answer calls Agents with headsets – get whisper message, distinctive ring, and auto-answer Manage Availability (ACD State) Set ACD state from phone softkeys* (Polycom) Join/Unjoin and set ACD state from Web Portal *View incoming call and queue information DNIS name/number, wait time of call, calls remaining in queue, longest wait • Shared Workstation • Log in via softkey* or voice portal • *Reason Codes • Set Unavailable codes from phone • Set Disposition codes from phone • Multiple FACs for agents and supervisors • Silent monitor agent • Silent monitor next call • Night Service activation/deactivation • Forced Forwarding activation/deactivation • Place Outbound CC call • Place Outbound personal call • Escalate call to Supervisor • Initiate COT *Device Dependant SimpleSignal®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.

15. Call Center Supervisor Overview • Monitor Agents/Queues from Anywhere • View status of any agent or queue from the Supervisor client • Monitor any call, regardless of agent location or device • Manage Agents and Queued Calls • View call activity and queued calls • Manage/reorder/retrieve queued calls • Silent monitor/barge in on calls • Real-time and Historical Reporting • Real-time Dashboard of Agent/Queue activity • On-demand ‘canned’ reports of key metrics • Scheduled reports • Customized reports

16. Web-based Call Center Supervisor Client Queued Call Management Agent Management On-line Directories Active Calls ‘Break Out’ Directories SimpleSignal®, Inc. Proprietary and Confidential, do not copy, duplicate or distribute.

17. Supervisor Real-time Dashboard Queue Statistics Agent Statistics