All Rights Reserved © Alcatel-Lucent 2006 Alcatel Lucent Omni Touch Premium Edition – лёгкость, открытость, простота и мощь технологий Genesys для мультимедийного mid-market контактного центра. Alexander Sereda Alcatel Lucent RSC voice SD team leader

All Rights Reserved © Alcatel-Lucent млрд. запросов в день 1 на рынке ПО контакт-центров (2) 12 млн. портов Ethernet установлено Департамент корпоративных решений (EBG) Продукты и решения департамента: IP-телефония и приложения Контакт-центры и ПО для обслуживания клиентов Системы передачи данных для предприятий и решения в области информационной безопасности 500,000 заказчиков 1,500 партнёров по всему миру, 10 в России и СНГ 65 миллионов линий установлено 1 IP-PBX в Европе (1) 1. Market share 2003, Gartner Dataquest May Market share , Frost & Sullivan Market share 2003, MZA, Infotech, Frost & Sullivan 2004.

All Rights Reserved © Alcatel-Lucent 2007 Value of Interaction Management 85% stated they would stop doing business with a company based on a poor call center experience. 76% of consumers will use a companys product or service again based on a positive call center experience.

All Rights Reserved © Alcatel-Lucent 2007 Alcatel Lucent Value proposition : Proven with Industry Leaders The #1 market leader in each of 25 different industries uses Alcatel CC Fortune of 10 Top telecommunications companies use Genesys Top 2 Top automakers use Genesys 0 3 of 5 Top airlines use Genesys 0 3 of 5 Top banks use Genesys 0 3 of 5 5 of 10 Top securities companies use Genesys 5 of 10 Top insurance companies use Genesys 3 of 5 Top computer companies use Genesys 4 of 5 Top utilities companies use Genesys Top healthcare companies use Genesys

All Rights Reserved © Alcatel-Lucent 2007 Лидерство в сегменте корпоративных решений Gartners Magic Quadrants TM Источник: Gartner ( Голосовые решения по самообслуживанию Весь мир Completeness of Vision Ability to Execute Унифицированная обработка сообщений Весь мир Корпоративная телефония Европа, Азиатско-тихоокеанский регион Инфраструктура контакт- центров Европа, Сев. Америка LEADER Challenger Niche Player Visionary

All Rights Reserved © Alcatel-Lucent 2007 Высшие награды 2003 Коммутатор ЛВС OmniSwitch 7000 УПАТС Omni PCX Контакт-центры Genesys Т/а IP Touch ПО OmniTouch Unified Communication Jan 2005 CRM Excellence Award Best M&A Strategy 2004 Acquisition Strategy Enterprise Communications Applications Product of the Year, 2005 Switch-based Network Security Leader, Sept. 2004

All Rights Reserved © Alcatel-Lucent 2007 Adjustable graphical display 4096 colors, 1/4 VGA Integrated Bluetooth® technology 10 soft shortcut keys Alphabetical keyboard 4-direction navigator Hands free Mute key Redial key Direct access to mail box 40 programmable soft shortcut keys Headset plug with presence detection 4068 IP TOUCH FEATURE-RICH TERMINAL для агентов контактных центров Bluetooth ® headset Wall mounting kit 60° foot stand Additional key module Monaural/Binaural headset BASE SOLUTIONS ADDITIONAL OPTIONS Call Center AGENT EFFICIENCY MonauralBinaural Bluetooth ® wireless technology freedom SoftPhone IP-Phone

All Rights Reserved © Alcatel-Lucent 2006 Наш портфель решений

All Rights Reserved © Alcatel-Lucent 2007 Уникальная всеохватывающая линейка продуктов в области взаимодействия с клиентами От простейшего приветствия пользователей до XXL- мультимедиа-контакт центров транснациональных компаний Приветствие и горячая линия Самообслу- живание Персонализация и многоканальность Эффективность эксплуатации СС Office OmniTouch SE/PE GVP/CC IVR Genesys

All Rights Reserved © Alcatel-Lucent 2007 Positioning

All Rights Reserved © Alcatel-Lucent 2006 История разработки в трёх слайдах

All Rights Reserved © Alcatel-Lucent 2007 Центры разработки департамента Франция: Брест Россия: С-Петербург Один проект, одна команда, несколько офисов Старт в 1 квартале 2005 Обучение коллектива во Франции

All Rights Reserved © Alcatel-Lucent 2007 …для рынка России и стран СНГ: Новый центр разработки корпоративных решений фокус на ПО контакт-центров и корпоративные приложения Разработка OmniTouch Premium Edition Задачи центра разработки в Санкт-Петербурге…

All Rights Reserved © Alcatel-Lucent 2007 Центр разработки : этапы становления и первые проекты ПО, разрабатываемое в России : контакт-центры для mid-market-сегмента вклад в разработку контакт-центров класса High - End ПО IVR Становление ESD R&D : Январь 2005: принят на работу первый инженер Июнь 2005: закончено обучение персонала 2005: 42 инженера Выпуск продуктов на рынок: 2006 г. 2006: год развития Активное участие в дизайне продуктов для мирового рынка

All Rights Reserved © Alcatel-Lucent 2006 Premium. Зачем?

All Rights Reserved © Alcatel-Lucent 2007 Genesys OmniTouch CC Premium OmniTouch CC Лидирующая технология на рынке (Genesys) и уникальный «пакет» для предприятий среднего размера PROTO OmniTouch CC Standard Апрель 06 «Chicago» Genesys OmniTouch CC Premium Edition. Линейка продуктов после выпуска OTCCP

All Rights Reserved © Alcatel-Lucent ,6B$0,7B$3.0B$1,7B$ 3.4B$ CSBU addressable market OmniTouch Premium (Чикаго): обеспечение роста продаж в нескольких сегментах 1,3 1,4 1,5 1,6 0,6 0,7 0,8 1,4 1,6 1,7 Other Contacts CTI ACD CY 03 CY 04CY 05CY 06CY 07 *Based on end-user revenue OmniTouch ACD +OmniGenesys Bundled solution +Chicago MidMarket *Outbound, WFM, Analytics, Recording, eLearning * * Для партнёров и потребителей: «выравнивание» линейки и обеспечение роста продаж во всех сегментах с целью +Chicago GVP, WFM избежать прерывистости линейки избежать прерывистости линейки внедрения единого стека технологий внедрения единого стека технологий Solutions

All Rights Reserved © Alcatel-Lucent 2007 D A T A M O N I T O R Высокая Низкая Важность Ключевой атрибут: простота внедрения Цена БыстротавнедренияПроверенностьрешения Мощность решения Много- вендорность «Нацеленность» OmniTouch Premium

All Rights Reserved © Alcatel-Lucent 2007 РАЗРАБОТКА легко... обучиться легко... продавать легко... заказывать легко... устанавливать легко... настраивать легко... поддерживать легко... расти легко... эксплуатировать OmniTouch CC Premium Edition Девиз: «Легко!» Привычный инструментарий Мастера установки Централизованный графический «пульт управления» Импорт-экспорт, миграция Упрощённая модель формирования цены. Actis Самодостаточные, «объяснимые» приложения Централизованная отчётность, IP-доступ

All Rights Reserved © Alcatel-Lucent 2007 Roles & Profiles DesignReal TimeReportingPeripheral Team Management Call Center Manager Administrator Supervisor Team Leader LOW (Emergency / prompts) MEDIUM (Summary / Key Details) MEDIUM (Summary) Decision Making HIGHMEDIUM (WB, CRM/IVR light) MEDIUM (full coverage) HIGH+ MEDIUM (WB) MEDIUM (sub coverage) HIGH+MEDIUM (WB) LOW HIGH HIGH+ Supervisor First, Focus on Users tasks… Operational efficiency in Contact Center First, Focus on Users tasks… User Needs

All Rights Reserved © Alcatel-Lucent 2007 Visual CC – CC Manager CC Manager Reporting Real Time KPI

All Rights Reserved © Alcatel-Lucent 2007 Visual CC – Administrator Administrator Design Full Access

All Rights Reserved © Alcatel-Lucent 2007 Visual CC – Supervisor Supervisor Real Time Flows Reporting Configuration

All Rights Reserved © Alcatel-Lucent 2007 Visual CC – Team Leader Team Leader Real Time Agents Statistics

All Rights Reserved © Alcatel-Lucent 2007 Visual CC – Designed by roles

All Rights Reserved © Alcatel-Lucent 2007 Visual CC – Designed by roles

All Rights Reserved © Alcatel-Lucent 2007 Right Click Visual CC – Visibly Simple QUALIFICATION ROUTING Segmentation Tabbed windows Drag & DropHighlight Reorganize Tooltip

All Rights Reserved © Alcatel-Lucent 2007 Visual CC - Skinable

All Rights Reserved © Alcatel-Lucent 2007 OmniTouch CC Premium Edition Простота управления Routing : easy to activate through our unique Graphical paradigm « Supervision Cockpit » – Alcatel Solutions

All Rights Reserved © Alcatel-Lucent 2006 Описание решения

All Rights Reserved © Alcatel-Lucent 2007 OTCC Premium Edition is basically composed by: A Premium Server placed on the top of a Genesys Solution Pre-defined routing strategies in charge of distributing the interaction flows One or several Administrator & Supervision application(s) remotely connected to the server. OTCC Premium Server OTCC Premium Edition Administrator & Supervisor application CTI link RSI Genesys Components Pre-definedStrategies Agent Desktop OmniPCX Enterprise OTCC Premium Edition R7.0. x – Architecture Software Architecture Pure Premium components

All Rights Reserved © Alcatel-Lucent 2007 Visual CC => Configuration Tool CTI link RSI TServer ConfigServer StatServer URS PredefinedStrategies OTCC Premium Edition Visual CC OTCC Premium Server Administrator & Supervisor RSI Sync Server Configuration tasks OTCC Premium Edition R7.0. x – Architecture Software Architecture ConfigServer Config. database

All Rights Reserved © Alcatel-Lucent 2007 Visual CC => Navigator: Qualification & Routing CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Edition Visual CC OTCC Premium Server Administrator & Supervisor RSI Sync Server Navigator - Qualification - Routing StatServer OTCC Premium Edition R7.0. x – Architecture Software Architecture PredefinedStrategies Config. database

All Rights Reserved © Alcatel-Lucent 2007 Genesys modules => Interaction Voice CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Server OTCC Premium Edition Administrator & Supervisor application OTCC Premium Edition R7.0. x – Architecture Software Architecture Config. database

All Rights Reserved © Alcatel-Lucent 2007 Genesys modules => Interaction CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Edition Company Server ESJ Ixn Svr Administrator & Supervisor application OTCC Premium Server OTCC Premium Edition R7.0. x – Architecture Software Architecture Config. database

All Rights Reserved © Alcatel-Lucent 2007 Visual CC => Monitoring – Real Time Statistics CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Edition Visual CC OTCC Premium Server Administrator & Supervisor RSI Sync Server Monitoring tasks StatServer OTCC Premium Edition R7.0. x – Architecture Software Architecture Config. database

All Rights Reserved © Alcatel-Lucent 2007 Visual CC => Reporting – Historical Statistics CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Edition Visual CC Administrator & Supervisor RSI Sync Server Reporting OTCC Premium Server StatServer Reporting Suite Templates Report OTCC Premium Edition R7.0. x – Architecture Software Architecture Config. database

All Rights Reserved © Alcatel-Lucent 2007 Genesys Agent Desktop (GAD) CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Edition Visual CC OTCC Premium Server Administrator & Supervisor RSI Sync Server DesktopServer Genesys Agent Desktop UCS TServer StatServer Reporting Suite OTCC Premium Edition R7.0. x – Architecture Software Architecture

All Rights Reserved © Alcatel-Lucent 2007 StatServer Wall Board CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Edition Visual CC OTCC Premium Server Administrator & Supervisor RSI Sync Server TServer OTCC Premium Edition R7.0. x – Architecture Software Architecture GIS Wall Board Manager

All Rights Reserved © Alcatel-Lucent 2007 StatServer URS IVR: CCivr CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Edition Visual CC OTCC Premium Server Administrator & Supervisor RSI Sync Server TServer OTCC Premium Edition R7.0. x – Architecture Software Architecture CCivr GenIVR Strategies

All Rights Reserved © Alcatel-Lucent 2007 StatServer URS IVR: GVP CTI link RSI TServer ConfigServer StatServer URS Strategies OTCC Premium Edition Visual CC OTCC Premium Server Administrator & Supervisor RSI Sync Server TServer StatServer Reporting Suite OTCC Premium Edition R7.0. x – Architecture Software Architecture GVP Strategies

All Rights Reserved © Alcatel-Lucent 2007 OTCC Premium Edition R7.0. x – Troubleshooting

All Rights Reserved © Alcatel-Lucent 2007 General: Visual CC runs in Client / Server mode with the Premium Server. It is compliant with J2EE pattern using a Rich Client technology and java Remote Method Invocation (RMI) mechanisms as a communication layer. OTCC Premium Edition R7.0. x – Architecture Visual CC Architecture RMI Visual CC OTCC Premium Server Client (Rich Client) Server

All Rights Reserved © Alcatel-Lucent 2007 Rich Client: Rich Client architecture can be seen as the fusion of the thick client and the thin client architectures. Getting the best of both and minimizing their weakness (heavy maintenance for the first and slowly respond for the second one). Rich Client has a rich graphic interface as a thick client (drag and drop, cut and paste, tabs …). –All the displayed screens are build locally, only the object values have to be browsed by the server (quick request time, rich look and feel, ….) OTCC Premium Edition R7.0. x – Architecture Visual CC Architecture

All Rights Reserved © Alcatel-Lucent 2007 Remote Method Invocation (RMI) Remote Method Invocation allows to share the same objects by several Java Virtual Machines. By this way Premium Server permits to Visual CC to manipulate on its own objects. OTCC Premium Edition R7.0. x – Architecture Visual CC Architecture RMI TCP IP Optional encryption & strong authentification SSL Visual CC Objets Premium Server - Service: xxxx - Segment:yyyy - Waiting Queue: zzzz - Ressource Group: tttt - Agents: pppp OTCC Premium Server Client Server Java Virtual Machine (JVM)

All Rights Reserved © Alcatel-Lucent 2007 Alcatel Omni PCX Enterprise Communication Server Alcatel Omni PCX Enterprise Communication Server OmniTouch CC Premium Ed. PC Server OmniTouch CC Premium Ed. PC Server Visual CC / Visual IVR (Administration + Supervision Desktop) Visual CC / Visual IVR (Administration + Supervision Desktop) AGENTS positions OTCC Premium Edition R7.0. x – Hardware Architecture

All Rights Reserved © Alcatel-Lucent 2006 Visual IVR

All Rights Reserved © Alcatel-Lucent 2007 OmniTouch CC Premium Edition Простота управления Визуальность : easy to activate through our unique Graphical paradigm « Supervision Cockpit » – Alcatel Solutions

All Rights Reserved © Alcatel-Lucent 2006 Premium

All Rights Reserved © Alcatel-Lucent 2007 General processing flow Reminder Manual response is sent to Copy Auto Ack Resp (Interim) Auto Reply Resp Mail box polling qualification Queuing and routing Standard Resp Lib

All Rights Reserved © Alcatel-Lucent 2007 OTCC Premium architecture segmentation, routing and distribution handlin g DB access qualificatio n Supervisor

All Rights Reserved © Alcatel-Lucent 2007 OTCC Premium processing flow SEGMENTATION Based on the profile, the is sent to the appropriate Segment QUALIFICATION Qualification rules are applied to determine the profile (language, …) ROUTING « Group Priority » routing or « Skill-based » routing is applied, just like for voice calls, to route the to the appropriate queue POLLING Only one mailbox is associated to each Service A new arrives to this Service (E-Sales) after polling DISTRIBUTION is distributed to the appropriate agent

All Rights Reserved © Alcatel-Lucent 2007 ROUTING DISTRIBUTION OTCC Premium routing and distribution Group Priority routing or Skill-based routing is applied, just like for voice calls, to route the to the appropriate queue and agent

All Rights Reserved © Alcatel-Lucent 2007 Agent Desktop application Media blended Agents comments Access to contacts details in UCS Details of a previous History of interactions for this customer Access to Standard Response Library Spell checking body Transfer to another agent When an agent receives an , OTPE agent desktop application pops-up the message contents

All Rights Reserved © Alcatel-Lucent Supervision Real-Time monitoring The supervisors can monitor activity and multimedia agents performance

All Rights Reserved © Alcatel-Lucent Supervision Desktop application Upon alarm reception, a supervisor can use the Supervision Desktop to react in real-time Supervision Desktop is accessible from Visual-CC The supervisor can take the following actions View, search and filter s in queues and agents workbins Reassign s to another agent Open and answer drafted s Close s

All Rights Reserved © Alcatel-Lucent 2006 Premium outbound

All Rights Reserved © Alcatel-Lucent 2007 Premium O/b – Value Prop. Introduction Visible SIMPLICITY Installation Wizards Campaign creation wizards Calling list Import / Export companion tool Visible CONTROL Reporting (XLS templates) Visible POWER Genesys Inside Thin Client Agent Scripting Premium Outbound V7.1 A complete Outbound solution for OTPE

All Rights Reserved © Alcatel-Lucent 2007 Architecture Agent Desktop Inbound Visual-CC Inbound& Configuration, management Supervision Reporting Premium Database Inbound Premium Inbound Server OmniPCX Enterprise CCS Campaigns Dedicated Configuration, management, supervision Reporting Integrated CPD (VAD) ACT Premium Outbound Server or Outbound & Scripting & Outbound

All Rights Reserved © Alcatel-Lucent 2007 Predictive Dialling Preview Dialling Progressive Dialling All the features of proven solution Main functionalities Multiple Dialing modes: Preview, Progressive, Predictive Calling list import with CCBT (Calling List Builder) Historical reporting with Excel templates

All Rights Reserved © Alcatel-Lucent 2007 Dedicated full-featured agent desktop without scripting: CCA or CCTI Main functionalities Classify the contact as « Do not call at this time » Classify the contact as « Do not Call again » Classify/Update the contact ( no more modifications ) Reschedule the call Dial next or previous contacts phone Hide/show the contact data window Dedicated full-featured agent desktop with scripting

All Rights Reserved © Alcatel-Lucent 2006 Openness and integration

All Rights Reserved © Alcatel-Lucent 2007 Openness and customization Dotnet toolkit Interaction SDK Customer data Screen popCustomization Part of PREMIUM Offering CRM application integration Create and customize with PS assistance or On Your Own

All Rights Reserved © Alcatel-Lucent 2007 Genesys & Microsoft CRM Joint Value Proposition Lower total cost of ownership Reduce integration and agent training costs Speed deployment Leverage existing telephony and IT infrastructure investments Return on Investment Increase ROI through increased efficiency through intelligent routing, decreased telco costs, and agent retention Improve productivity Unifies desktop for all media Optimizes staffing through blending of voice Microsoft and work items Supports inbound and MS CRM outbound interactions Improve customer satisfaction Delivers consistent customer service Ensures that customers dont need to repeat information; customer data is delivered with the call/ throughout the life of the interaction.

All Rights Reserved © Alcatel-Lucent 2007 Gplus Adapter for Microsoft CRM Features Deep integration with Microsoft CRM Single Sign-on with Active Directory Enhanced Toolbar and Taskbar Client Media Routing (Option) CRM Interaction Routing CRM Outbound Preview Routing Work Items Routing Inbound Voice Calls

All Rights Reserved © Alcatel-Lucent 2007 Gplus Adapter for Microsoft CRM 3.0 Features (cont) Screen-Pop of Microsoft CRM Screens Any Microsoft CRM Entity Invoices Orders Custom Forms Service Requests Accounts Contacts Agent and Group level reporting Agent Availability and Presence Information

All Rights Reserved © Alcatel-Lucent 2007 Genesys + Microsoft CRM Web User Interface Genesys contact center tab Media channels area for status info Interaction area for managing multiple interactions

All Rights Reserved © Alcatel-Lucent 2007 Genesys – Microsoft CRM Incoming Call with Attached Data Customer information displayed Link to related customer account information displayed

All Rights Reserved © Alcatel-Lucent 2007 Genesys – Microsoft CRM Media Routing with Attached Data Customer is displayed Link to related customer account information displayed Controls

All Rights Reserved © Alcatel-Lucent 2007 Benefits

All Rights Reserved © Alcatel-Lucent 2007 OmniTouch Premium. Всё готово ! … демонстрация Партнёры Ориентация на среднее предприятие Технология

All Rights Reserved © Alcatel-Lucent 2007 Thank You For Your Attention