CCOD Why and How Milano 15th June, 2004

Iraj REZAIANRegional VP, Southern Europe

Why CCOD?

Types of Contact CentersPremise-BasedOutsourcedOn-Demand* Outsourcers can also subscribe to on-demand services.Everything In-House Agents Technology MaintenanceComplex CTICostly to maintainHard to balance calls among multiple sitesOutsource EverythingYou Manage Nothing (not even the agents)Limited Integration to Your CRM

Hosted Contact CenterYou Manage the AgentsNSP Manages the RestEasy Integration to Your CRMOutsourcers can also subscribe to on-demand services.

Benefits to End UserCapital Expenditure AvoidanceFocus on Core BusinessNot Managing TechnologyLower Risk Migration Path to Multi-Channel Contact CenterCapacity ManagementPay for Actual, not Peak UsageMulti-Site Contact Centers / Home WorkersCCOD is Inherently Location IndependentCost Effective Access for Smaller Businesses to Large Enterprise TechnologyIdeal Technology for Informal Contact Center

CosmoCom CCOD Leadership HighlightsFirst company to develop a multi-tenant multi-channel hosted contact center platformCosmoCom technology was used in the first live system deployed by a telcoLargest installed base of systems used by NSPs to provide CCODOnly specialist in Contact Center On-Demand platformsTelco grade productStandard and open H/W, S/W, protocols, interfacesGlobal organizationFour tier support organizationCosmoVantage Market Success Program (Industry first)Utility pricingPay-as-you-go pricing available to our service providers

Service Provider CustomersOffering Contact Center On-Demand Services Network Service ProvidersOther Service ProvidersMarketing Partner

Production PlatformsCCOD Services Offered Worldwide by Service ProvidersBT Contact Central OnDemand - CosmoCom + Siebel OD, CIRM On-Demand, available worldwideBT Global Services MCC available in Europe, NA, AsiaBezeq service available in IsraelCable & Wireless service available in UK & CaribbeanChunghwa Telecom service available in TaiwanDeutsche Telekom FreeCall Online available in GermanyePLDT service available in Philippines & SE AsiaEagleACD service available in North America, IndiaFrance Telecom Contact Multicanal available France, N AfricaGlobecomm CCOD for business continuity available in USKorean Telecom Contact+ available in KoreaNTT-C service available in Japan and other Asian countriesJapan Telecom service available in JapanProbil service available in Turkey, GermanyTeliaSonera - @Service available in Finland CosmoCom Multi-Tenant CCOD Platform Worldwide Share 80%

How CCOD?

CCOD Architecture Requirements

ACDIVRCTI ServerPredictive DialerE-Mail Management SystemLive Internet CallersMulti-Channel RecordingReportsScalabilityResiliencySecure Tenant PartitionsResources shared by all tenantsTenant Self-AdministrationCentralized AdministrationNo premises equipmentSP has Remote Management & MonitoringWorks with IP and Circuit Networks

System Architecture - Hosted

Design PrinciplesAll software designMulti-tenancy throughoutMulti-server approach for availability and scalabilityNo single point of failureCost-effective, off-the-shelf hardwareAny system software can run on any hardware moduleSwitchless architectureSwitching inherent in IP

CRM IntegrationBasicScreen pop on call arrivalAll contact types: phone, email, web, PDOne click outdial from CRM contactsCRM-IVR integratione.g., VIP, value-based routing

AdvancedSingle point of admin for CIM & CRMIntegrated statistics and historical reportsUnified caller interaction historyRecording, email, chat, self-help, ...

Contact Center in-a-BoxIT Managers Fed-up With Too Many Boxes

All Technologies Naturally Evolve to Pre-Integration & Unification of Earlier Components

First Step: Combine All CIM Functions Into One ProductMulti-channel ACD, IVR, PD, recording, reportinge.g., CosmoCall Universe

Second Step: Combine CIM with CRMCustomer Interaction end Relationship Management (CIRM)e.g., BT Contact Central

CIRM Example: BT Contact Central

Contact Central includes CosmoCom CIM (ACD, IVR & PD), plus Siebel CRM, plus recording & WFMOpen, Standards-based Technology Allowed Easy Creation of Pocket Contact Central

Thin Client Agent Integrated with Siebel OnDemand

CosmoConnectorMicrosoft Contact Center Framework

Other CosmoConnector Plug-Ins

Seamless Agent Desktop

Seamless Admin GUISingle point of admin for agent creation, strategy definition, Single point for IVR and call flow design

CosmoCorderMultimedia Recording & Reviewing SuiteBrowser-based Reviewing Tools for Anywhere Access

Standard DBs for Easy Integration / Customization

Manage CCOD

Platform ManagementTools and procedures neededInitial deploymentAdding tenantsManaging the platformManaging the tenantsUpgrading the platform (zero downtime)Migrating the tenants (gracefully)Experience experience experience

Tenant Self-AdministrationBrowser-based GUIs allow remote administration of Virtual Call CenterMoves, adds, changes IVR designACD routing rulesDialing plan rulesCustomizable multi-level admin permission levelsUpdates applied in real time and propagated system-wideSecure tenant partitionsMS Security ModelActive DirectorySP also able to perform on behalf of tenant (e.g., for a fee)

System Management (by Service Provider)SNMP Traps & MonitoringCosmoCom provides monitoring & alarming toolPublished MIB enables Third party monitor (e.g., OpenView)Monitoring service provided by CosmoCom to some SPsDiagnostic ToolsConfigurable Event LoggersNetwork Protocol Decoders (EtherReal Plug-in)RTP Decoder & Voice AnalyzerIntegration with Windows Performance Monitor & System CountersCapacity ManagementCall Throttling with SNMP AlarmingO/S Disk Management with SNMP AlarmingAudit TrailCosmoAdmin changesCosmoDesigner script uploadsCosmoConsole accessCall Detail RecordsAll contact types, cradle to graveOutput format flexibilityLicense ManagementMonitoring & ReportingEnforcementSP Level & Tenant Level Tools

A Carrier-Class PlatformHigh Capacity, Scalability & AvailabilityCarrier Grade, Cost-Effective Platform120,000 Agents Per Single System ImageSoftware-Based Design Enables Smooth ScalingFive 9s Prescriptive Architecture Has No Single Point of FailureComprehensive Multi-TenancyResource Sharing; Secure Tenant PartitionsTenant Self-Administration and Centralized AdministrationRemote Management and MonitoringExtensive Multi-Language SupportDouble-Byte Inherent in SystemSupport for Multi-Lingual Agents, CentersEasy To IntegrateMore Integration Points Than Legacy TechnologyEnables Seamless CIRM and CIRM-ODBacked by a Carrier-Class CompanyFour Tier, 7x24 Software Assurance ProgramSupportNet Support ExtranetCosmoVantage Market Success Program

Thank You

CCI: Computer-Computer IntegrationBetter Approach than CTIEasier, Quicker, CheaperOpen Standards-based: COM objects, XML, .NETMore Reliable and Feature RichCall Object ConceptCall Information is Always with CallEasily Shared With External ApplicationsFacilitates Intelligent Screen Pops and Transfers

CosmoConnectorOut of the box integration to CRM systemsOnyx, Siebel Desktop connection to other systems K-base, work force managementMenu-driven installation SDKs and APIs Agent SDK for customizing function and lookRobust APIs to access reporting data and IVR functionsEnables OEMs to create Call Center in a Box

CCI: Computer-Computer IntegrationBetter Approach than CTIEasier, Quicker, CheaperOpen Standards-based: COM objects, XML, .NETMore Reliable and Feature RichCall Object ConceptCall Information is Always with CallEasily Shared With External ApplicationsFacilitates Intelligent Screen Pops and Transfers

CosmoConnectorOut of the box integration to CRM systemsOnyx, Siebel Desktop connection to other systems K-base, work force managementMenu-driven installation SDKs and APIs Agent SDK for customizing function and lookRobust APIs to access reporting data and IVR functionsEnables OEMs to create Call Center in a Box

Capture, store and retrieve all caller-CSR interactionsTelephone, web chat, VoIP, e-mail, voice messages and responsesUnlimited storage on standard devicesOpen standards based for rapid new features and ready customization

CosmoCom is the leading provider of NGN contact center solutions and NGIN applications

CosmoCom delivers high capacity, high availability platforms targeted at service providers and mission critical applications

CosmoCom technology is open standards based, enabling easy customization and integration