BroadSoft Acquires Transera: What This Means for Your Enterprise?

BroadSoft, Inc. Proprietary & Confidential, Do Not Copy, Duplicate or Distribute.

BroadSoft Acquires Transera Analytics-driven Cloud Contact Center

1

February 7, 2016

Customer Presentation


BroadSoft Acquires Cloud Contact Center Leader Transera Executive Summary

•  Targets large and rapidly growing multi-billion dollar cloud contact center market ripe for cloud disruption

•  Proven enterprise-ready native cloud solution that supports small-medium businesses (SMB) to large global enterprises

•  Omni-channel contact center with unique predictive analytics-routing, native Salesforce.com integration and hybrid cloud routing and migration solution

•  End-to-end solution provides hosted PBX, UCC, contact center and network transport

•  Enables service providers to enter high value and rapidly growing CCaaS market with limited start-up investment

2


BroadSoft Overview Global Leader in Cloud Unified Communications Software and Services

3

•  ~ $270M revenue1

(2015 projection)

•  27% annualized end-user adaption growth through Q3 ‘15

•  25% CAGR since ‘09

•  90+ Countries

•  700 Service Providers

-  26 of top 30 Service Providers by revenue2

•  41% market share3 in the global hosted IP telephony and UCC services market

1. BroadSoft guidance 11/4/15 - revenue midpoint 2. Global 100 totaltelecom 3. Frost and Sullivan - Future-proof Communication Investments


BroadSoft Cloud Communication Portfolio Transforms business communication, workflow and customer engagement

Cloud Communication Transformation

•  Network Transformation

•  SDN/NFV •  SIP trunking •  Hosted PBX •  BroadWorks •  BroadCloud

•  UC-One •  UC-One Hub •  Project Tempo •  App integrations •  Vertical solutions

Workforce Productivity Acceleration

Go-to-Market Amplification

•  Professional Services

•  E-commerce •  Xcelerate •  BroadSoft Design •  BroadSoft Labs

Customer Engagement Optimization

•  BroadWorks Call Center

•  BroadCloud Contact Center -  Express Edition

-  Salesforce Edition

-  Business Edition

-  Cloud Routing Edition

Mobile

Secure

Open

4


Transera Overview Analytics-driven customer engagement

•  Provides native cloud contact center services for small, medium and large enterprises

•  Proven in large and global enterprise-class cloud contact centers

•  Offers omni-channel customer engagement with unique predictive analytics-driven routing

•  Embeds contact center platform in Salesforce Service and Sales Clouds

5 [i] Source: Gartner, Inc., Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Daniel O’Connell, 15 October 2015.

mailto:https://www.gartner.com/doc/3151326/magic-quadrant-contact-center-service

Gartner placed Transera as a “Visionary” in the 2015 Magic Quadrant for Contact Center as a Service, North America[i]


Key Customer Contact Center Pain Points BroadCloud Contact Center solutions solve key business problems

SMB and Enterprise

•  Complex and expensive premise-based technology

•  Sub-optimal operational efficiency and customer engagement quality

•  Fixed site-level capacity makes peak call management difficult

•  Inability to leverage distributed agents and sites

•  Poor real-time data analytics

•  Over provisioning network services

Service Providers

•  Declining legacy business revenues

•  Slowing mobile and data revenue growth

•  Challenges from new OTT services

•  Customer loyalty and churn

•  Maximizing capital investments

•  Complex multi-vendor PBX, UC and CC portfolios and integrations

•  Long time-to-market cycles

6


Cloud Contact Center Benefits Optimizes resource utilization, service quality and business results

7

•  Eliminates expensive, complex and hard-to-manage site-based ACD equipment

•  Software solution always up-to-date

•  On-demand scalability for peak periods

•  Advanced features and capabilities available to small and mid-market

•  Superior distributed system and agent support - global queues, routing and reporting

•  Supports hybrid approaches

•  Eliminates expensive network service over-provisioning

Hybrid solution support


Salesforce Edition Operate/manage CC in Salesforce

Business Edition - Premium Omni-channel/ advanced analytics

Mid-market (100 - 400)

N.A. ~ 3.3M agents

New

8 Market Segments

Small (< 100)

N.A. ~ 5.8M agents

Enterprise (400+)

N.A. ~ 4.9M agents

Capabilities

Cloud Voice ACD and reporting

Intelligent Routing/ hybrid CPE CC support

Workforce Management

Quality Management

Predictive Dialing

Agent Scripting

Open APIs Add-on Apps

BroadSoft legacy Transera legacy Legend

Express Edition

Contact Center Portfolio Full market coverage from SMBs to large global enterprises

Business Edition - Standard Voice only channel/ standard analytics

v Cloud Routing Edition


Transera Solution Highlights Drives contact center operational efficiency and business results

•  Proven native cloud architecture that scales from SMB to large global enterprises -  Omni-channel contact center – voice, chat, email, social

-  Comprehensive feature set with on-demand flexibility •  Predictive big data analytics and routing in real-

time -  Predictive analytics-driven routing and agent

matching decisions based on historical data -  Ingests and analyzes agent, customer, performance,

business rules and other data sources -  Real-time and historical analytics

•  Salesforce Edition is deeply integrated into Sales and Service Clouds

•  Cloud routing, management and hybrid support -  Optimizes service levels across distributed locations -  Supports hybrid deployments and overlays in-place

contact center platforms

-  Patented VPOP architecture segregates logic and media

9


Real-time operations Monitoring From a single application, a comprehensive view of your contact center

10

•  Across agents, teams, sites and outsourcers

•  Monitor operational KPIs and service level KPIs in real time

•  Concurrent interactions across channels: chat, voice, email, etc.

•  Agents logged in at each site and outsourcer

•  Conversion and first call resolution rates

•  Calls in queue •  Agent, team and site

performance •  Topics, issues and

resolutions of all interactions


Salesforce Edition Build and administer your call center operations within Salesforce

11

•  Salesforce Edition gives you more control and visibility over operations with your call center data and reporting integrated with the Salesforce database

•  With a few simple clicks, you can control operations such as change IVR behavior, alter call routing priorities, or reroute traffic to respond to changing conditions quickly for a more agile call center


Fully Integrated End-to-End Solution Superior capability and flexibility with reduced complexity and expense

12

Service provider benefits •  Service Provider branded •  Addresses all market segments •  Leverages BroadSoft investments •  Logic and media segregation –

enables QoS management

Enterprise benefits •  One vendor and bill •  Integrated solution with hybrid

support •  On-demand scalability •  Carrier-class reliability and

security

Workforce Productivity Acceleration

Customer Engagement Optimization

Cloud Communication Transformation

Network Transport Bundling

Project Tempo

BroadCloud Contact Center

Network Services

Complete Enterprise Solution


Proven Track Record

•  10% sales increase •  40-60% abandon

decrease •  $1M annual savings •  Global visibility and

control across sites •  Analytics-driven

performance routing

•  52% decrease in ASA •  59% abandon decrease •  $3M annual savings •  Performance visibility

across vendors •  Seamless multi-vendor

management

Over 3,000 agents 34 sites,

4 continents 20M+ contacts/year

3,000 dedicated, 3,000 shared agents

15 outsourcers 18M contacts/year

“By implementing Transera’s Call Center App for Salesforce, we’re now able to prioritize routing strategies to automatically connect customers with the best available agent.” —Nancy Lecroy, Chief Marketing

Officer at NTSP

A division of IAC and leader in PC optimization solutions, recently deployed Transera’s Call Center App for Salesforce and Customer Engagement Analyzer


For more information

Website

•  http://www.broadsoft.com

General Inquiries

•  [email protected]

Press and Analyst Relations


Partnership Opportunities


Corporate Headquarters 9737 Washingtonian Blvd

Suite 350

Gaithersburg , MD 20878

Telephone

Tel: +1-301-977-9440

14


Gartner Magic Quadrant

15

[i] Source: Gartner, Inc., Magic Quadrant for Contact Center as a Service, North America, Drew Kraus, Steve Blood, Daniel O’Connell, 15 October 2015.

Gartner placed Transera as a “Visionary” in the 2015 Magic Quadrant for Contact Center as a Service, North America[i]

Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. https://www.gartner.com/doc/3151326/magic-quadrant-contact-center-service