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ANGEL.COM -- OVERVIEW

April 19, 2006

Angel.com Overview

May, 2006

MICROSTRATEGY SPRING SYMPOSIUM 2006 – ANGEL.COM SALES TRAININGANGEL.COM -- OVERVIEW2

The Big Idea: Intelligent IVR

Liked / LovedPleasantPersonalized

IntegratedCheaperDifferentiator

Every BusinessEvery Department

HatedTediousGeneric

Silo TechnologyExpensive

Liability

Large Biz onlyCall Center Only

For Businesses

For Callers

For Us

Legacy IVR Intelligent IVR


The Broad Market Opportunity● 80% of customer-to-business contacts take place over the

phone

● Billions of customer-to-business phone calls annually

● Over 15 billion calls to 800 and 888 numbers

● 1.5 billion telephones worldwide

● 450 million mobile devices worldwide

IVR/Speech Market Opportunity Call Center/ACD Market Opportunity

Option 1: Automate Option 2: Connect to Agents


IVR/Speech Market OpportunityCurrent Market: Worldwide IVR/Speech market valued at nearly $1 billion in 2004.

IVR/Speech Market Trends

Traditional IVR Platforms

Touchtone IVR

Hardware Solutions

Open-Standards IVR Platforms

Speech-Enabled IVR

Software/SaaS Solutions

Traditional IVR licenses to dip 35% by 2009, open-standards licenses to grow 100% by 2009. (Datamonitor)

Speech-enabled IVR market projected to grow at compound annual growth rate of 22% through 2008.(Datamonitor)

Software as a Service market to grow from $4.2 billion in 2004 to $10.7 billion by 2009. (IDC)


Call Center/ACD Market OpportunityCurrent Market: Nearly 60,000 US Call Centers, $3 billion ACD market.

Call Center/ACD Market Trends

Large, formal call centers

Single-site call centers

On-Premise Solutions

Smaller, informal call centers

Flexible, “at home” agent models

On-Premise/Hosted Blend

54% of enterprise companies report call center size between 0-100 seats. (Benchmark Portal)

Global market for managed/hosted contact services expected to reach $5 billion by 2008. (Knowledgestorm)

Over 100,000 remote agent workers in 2004. (IDC)


Hosted Growth● Vendors and service

providers are falling over themselves to roll out managed and hosted solutions, but only a few have been successful

● The challenge over the next five years will be to take these services and sell them to the end-users

● Understanding end-user demand will be the key to differentiating services and picking up customers.

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1,000

2,000

3,000

4,000

5,000

6,000

2003 2004 2005 2006 2007 2008

Rev

enu

es (

$m)

Speech recognition services. CAGR: 47%

Hosted contact centers. CAGR: 50%

Traditional network services. CAGR: 5%

Hosted: The fastest growing area of the contact center market


Hosted Opportunity

0.0%

1.0%

2.0%

3.0%

4.0%

5.0%

6.0%

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2003 2004 2005 2006 2007 2008

Pro

po

rtio

n o

f A

Ps

that

are

ho

sted N. America

EMEA

APAC

CALA

● In 2003 there were 55,000 hosted APs globally; by 2008 there will be 463,000.

● Demand side concerns that need to be understood include:

Pricing IP migration CRM Integration Self-service Distributed contact

centres Dedicated vs. multi-

tenant hosting

Hosted contact centers the biggest opportunity


2.1

2.2

2.4

2.7

2.8

2.9

1 1.5 2 2.5 3

There are no credible

suppliers on the market

I can't afford to throw out my

legacy equipment

Increased overall costs

Loss of control of technology

Lack of reliability

Security

Maximum = 4

Main Issues with Hosted Services

• The major concerns are about the quality and reliability of the services, plus the concerns about lack of control.

• Costs and internal barriers are less of an issue, and respondents are relatively happy with the suppliers currently on the market.

Business Issues


p

36%

22%

18%

14%

11%

Specialist hosted call centerproviderCall center outsourcer

Large system integrator

Telco

Technology vendor

• Specialist contact center providers and outsourcers were the most popular choice. This reflects a desire to work with a provider that has specialist or proven experience in the contact center space.

• Telcos came surprisingly low, considering they are driving much of the growth in this market in EMEA.

Hosted Specialist is PreferredWhat type of company would you rather purchase a hosted solution from?


New/Undiscovered Markets

● Internal Help Desks

● Employee-Facing Applications

● Non-Traditional IVR Applications

● SMEs

● Consumers


Complete Value Proposition

Angel.com

On-Demand

Speech Recognition

IVR & ACD

=


For

Bus

ines

ses

For

Cal

lers

Top 10 Reasons For IVR1. Provide 24*7*365 Access to information

2. Find most qualified agent (skills-based routing)

3. Often more efficient than talking to agent

4. Offer consistent service quality

5. Often preferred for personal or sensitive info

6. Save money (less live agents)

7. Automate repetitive tasks

8. Increase Agent Satisfaction / Reduce turnover

9. No need to change user behavior

10. Provide access for those without ready web access


Top 6 Reasons for Speech1. Preferred/Required for large number of options

2. Special speech-only scenarios Names, Spelling, Cities, Alphanumerics

3. Multiple Selection Scenario● Pizza Ordering

4. Callers in hands-free environments

5. More personal and friendly caller experience

6. Faster, more efficient for complex transactions


Top 10 Reasons for Hosting1. No Upfront Capex

2. Immediate ROI

3. Automatic Upgrades

4. Collective Experience

5. Scalable Capacity

6. Just-in-time Provisioning

7. Economies of Scale

8. Simplified Cost Structure

9. Highest Service Levels

10.Flexible / At-Home Workforce

Total Cost of Ownership for On-Premise Deployments● (Redundant) Servers● (Redundant) Networks● (Redundant) Storage● VoiceXML Platform● Speech Recognition Licenses● Text-to-Speech Licenses● Maintenance Fees● T1s + Phone charges● Data Center(s)● Maintenance Staff● Professional Services● Technology Replacement (Obsolete)● Multi-Vendor Selection Process● Etc.

VS.VS.


Top 20 Reasons Customers Choose Angel.com

1. Best On-Demand IVR Product – Best Time to Value

2. Built-In Best Practices

3. Built-in Speech Recognition

4. Designed for Personalization

5. Easiest Integration with SOAs

6. Largest Selection of Pre-Built Applications / Integrations

7. Real-time Deployment

8. Built-in Control and Security

9. Designed for Data Capture / Management

10. Flexible Reporting Options

11. Easy to Try and Buy

12. Deep Industry Expertise

13. Large Number of Customer References

14. Fastest Growth

15. Backed by MicroStrategy (MSTR)

16. Pay-As-You-Go Pricing

17. Future-Proof (start simple, grow anytime)

18. Evolving Partner Ecosystem

19. Powerful Product Roadmap

20. Industry Recognition

BETTER. FASTER. CHEAPER. EASIER.


Reason for Automation

$0.50

$1.85$2.50

$4.50

$7.50

$8.50

$0.00

$1.00

$2.00

$3.00

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$5.00

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$10.00

Web Self-Service

IVR Managed e-Mail

Basic Mail Web Chat Live Agent

Cost per Interaction


Best On-Demand IVR Product

24 x 7 x 365 Scalable Flexible Network OperationsPSTN Skype VoIP/SIP VoiceXML

msweeney

Not a big fan of the bottom yellow portion, not sure what it adds but if you're going to speak to those items then we can leave it.


Decision Maker Level: VP or Director

Decision Maker Functional Area: Customer Service, Call Center, CRM, IT

Deal Complexity: Low

Revenue Potential: High

Angel.com Customers:

MicroStrategy Customer Potential: ALL

Virtual Call Center● Hosted Call Center Offering● Value Proposition:

Reduce costs: Minimal upfront investment, pay-as-you go pricing Improve customer satisfaction: Reduced wait times, agent

access to customer data Increase flexibility: Accommodate call spikes/remote agent

access, instant deployment


Decision Maker Level: Director or Manager

Decision Maker Functional Area: Marketing, IT, Customer Service


Revenue Potential: Medium


MicroStrategy Customer Potential: Retail, Consumer Products, Financial Services

Store Locator● Search-by-Zip Store Locator● Value Proposition:

Increase revenue: Boost in-store traffic and sales Reduce costs: Lower live agent costs, minimal setup costs Increase customer satisfaction: Consistent, rapid responses

to caller inquiries


Decision Maker Level: ALL

Decision Maker Functional Area: Customer Service, CRM, Marketing, HR




MicroStrategy Customer Potential: ALL

Survey● Automated Phone Survey

Customer Satisfaction, Employee Feedback, Agent Performance

● Value Proposition: Improve customer/employee satisfaction: Immediate access to

dissatisfied customers through comprehensive reporting Accurate and actionable data New revenue opportunities: Natural upsell opportunity for

satisfied customers



Decision Maker Functional Area: HRIS, HR, IT

Deal Complexity: Medium (Dependent on Integration)



MicroStrategy Customer Potential: Retail, Consumer Products, Manufacturing

Internal/HR Applications● Internal Automated Phone Apps

Benefits enrollment, Testing/Training, Performance Appraisal

● Value Proposition: Improve internal process efficiency: Less paper, faster data

collection Increase employee satisfaction: Immediate confirmation,

integration with web-based systems Better information flow throughout organization



Decision Maker Functional Area: HRIS, HR, Payroll

Deal Complexity: Medium to Low



MicroStrategy Customer Potential: Manufacturing, Retail, Logistics

Check-In/Check-Out● Remote Agent/Employee Check-In/Check-Out● Value Proposition:

Increase employee efficiency: No more missing timesheets or physical tracking devices

Enhance project tracking More accurate payroll and billing



Decision Maker Functional Area: Marketing, Promotions




MicroStrategy Customer Potential: Retail, Consumer Products, Media/Entertainment

Marketing Applications● Phone-Based Marketing Apps

Info Lines, Instant-Win Promotions, Automated Sweepstakes

● Value Proposition: Increase revenue/audience reach: Reach customers or

potential customers without internet access Grow customer database Capture customer information and demographics


Decision Maker Level: VP, Director, Manager

Decision Maker Functional Area: Marketing, Promotions





Lead Capture● Automated Prospect Information Collection● Value Proposition:

Increase revenue/audience reach: Reach customers or potential customers without internet access

Grow customer database Capture customer information and demographics



Decision Maker Functional Area: IT, E-Commerce, Database Marketing





Order Line● Phone-Based Automated Product Ordering

Catalog, E-Commerce, DRTV extensions

● Value Proposition: Increase revenue: Faster, more accurate order process Decrease live agent costs Increase live agent productivity


Decision Maker Level: Director of Manager

Decision Maker Functional Area: Operations, Marketing, Public Relations




MicroStrategy Customer Potential: Retail, Manufacturing, Government

Emergency Information Line● Notification/Communication System for Weather

or Security Emergencies● Value Proposition:

Ensure timely, accurate communication: Employees, customers stay informed

Diminish effects of emergency for employees Maintain business operations during emergency



Decision Maker Functional Area: Marketing, Public Relations, CXO

Deal Complexity: Medium



MicroStrategy Customer Potential: Government, Non-Profit, Retail

Donation Line● Phone-Based Cause/Organization Donations● Value Proposition:

Process more donations: Faster, more accurate donations and reduced need for emergency staff during “spikes” in activity

Reduce live agents costs Improve donor relations



Decision Maker Functional Area: Customer Support, Technical Support, CRM

Deal Complexity: Medium



MicroStrategy Customer Potential: Technology, Insurance

Customer Support/Help Desk● 24/7 Access to Customer Accounts Via the

Phone● Value Proposition:

Increase customer satisfaction: Personalized system, 24/7 access to case history

Increase employee productivity Real-time reporting: Caller requests, satisfaction survey results


Other Applications● Order Status

● Password Reset

● Real Estate Listings

● Literature Request

● Transcription

● Hundreds of Applications we haven’t even

thought of…refer to Voice Sites Bible


Mass-Market Channels● Skype

Subsidiary of EBay with 75 million users

Angel.com to become the backend for business apps

● Sprint Nextel 108,000 SME customers Angel.com selected as

preferred provider for IVR solutions in Business Portal Launch in June 06

● Salesforce.com Initial launch of packaged

solution for AppExchange Engaged with SF.com

Inside Sales Team

● In Pipeline Paypal Comodo Telecom Carriers


Largest Customer Base

● Any Size … Any Vertical … (almost) Any Application

Retail/Consumer Products

Telecom/IT

Financial/Legal Services

Healthcare/Pharma

Others


Angel.com Recent Coverage

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