May1abaker

• 1. Al Baker Director, Global Call Centers and CTI Solutions Customer RelationshipManagement (CRM)

2. Business movementto the CRM and e-CRM Model Customer Lifetime Value Transaction -Centric C ustomer R elationship M anagemente-CRM Mass MarketOne-to-One Model

• Transaction Model

• Cost

• Service Level

• Volume

• CRM Model

• Customer

• Loyalty

• Employee

• Defection

• Profitability

3. Customer Interaction Market 90% Overthe Phone Email Growth to $130M CRM Software Growth to$11.5B in 2002 WEB-based Call CenterGrowth to$1.2B IP-enabled Call Center Growth to$890M 1997 2004 2001 2002 2003 Envisioning the Futurewith Computer Telephony Forrester Research AMR Research Yankee Group Frost & Sullivan 4. Customer Relationship Management

• Vision

• • To "technology-enable" enterprises to create competitive advantage through sales and marketing resource optimization and superior customer relationships.

• Operational Definition

• • Automation of processes involving "front office" customer touch points via multiple, interconnected delivery channels & integration between front & back office

• • • Sales, marketing, and customer service

• • • Call center, field service

• • • ERP

5. Market Segmentation ACD Call Centers Call Center Related Businesses E-Mail Management Systems Call Center Portal Systems CRM / e CRM E Commerce Professional Services 6. CRM / eCRM Definition Key Players CRM-Comprises business strategies to optimize profitability, revenue and customer satisfaction.CRM applications focus on relationships with customersrather than on transactions eCRM- Web-centric approach to synchronizing customerrelationships across communication channels, business functions and audiences. CRM Siebel Vantive Clarify (Nortel) Remedy Pegasystems SAP eCRMSilkNet Octane Bluestone BroadVision Net Perceptions 7. CRM/eCRMOverview

• CRM solutions come out of a client/server architecture and are web enabled

• eCRM solutions are purely web based and have been developed specifically for eBus

• CRM/eCRM solutions must provide for the following:

• • Determine customer satisfaction

• • Analyze profitability

• • Build customer relationships

• ALL require significant amounts of integration services

• • Most CRM solutions require process re-engineering

8. CRM/eCRM Market Sizing and Growth Rates CAGR 20% CAGR 31% CAGR 38% CAGR 27% Total market CAGR 27% Based on Gartner Group 1999 study using 2.5 factor for professional services 9. RsumRouting -- the engine that enables CRM solutions . This robust solution isaimed at helping companies develop and manage profitable relationships with their customers over time. RsumRouting, the CRM EngineVirtual Group Routing Routing E-Mail Routing Web Forecasting/Scheduling Simulations Single and Multi-Site Simultaneous Voice and Data Call Transfer Automated Database Population Workflow Reporting Screen Pops Remedy Siebel 10.

• Precision Without Compromising Efficiency

• • Dynamic use of Agents Skills

• • • With out Fragmentation ofthe Call Center

• • All Active Agents are Potential Resources for all Call

• Build Employee Satisfaction

• • Career Path, Empowerment, Diversity

• Builds Customer Satisfaction

• • Faster Service, Relationship Building

Results Driven Solution Positive Results -Customers , Employees, & The Business 11. ProCenter RsumRouting FY 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 12. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 13. RsumRouting Telephony Server

• RsumRoutingTelephony Server is Siemens Middleware

• Mid-range, Cost-Effective Integration

Cost Functionality Desktop Call Center RsumRouting s 14. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 15. Specific E-Mail Transactions

• E-mail

• Web Mail, Company Mail, Departmental Mail

• [email_address] [email_address] [email_address]

• Inquiries Using Web Forms

Existing ServerSMTP/POP3 MX e-mail Internet Customer 1 1 1 2 2 2 16. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 17. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Xpressions Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream Call Director 18. ProCenter RsumRouting Call Director IVR LikeCall Prompter Card Press 1 for Sales Press 3 for Accounts Receivable Press 2 forAccounts Payable Enter Name or Number

• Processes Calls

• Collects Digits

• Provides Estimated Wait Time for Calls in Queue

Caller 19. ProCenter RsumRouting FY Q1 99/00 Rel. 3 Rel. 2 User- Centric Design Skills-based Simulator Blue Pumpkin Integration Multimedia Ready Enhanced RsumRouting Express Multi-site Suite Rel. 1 Rsum Routing- Virtual Group Routing Agent Desktop Supervisor Desktop Report Explorer Admin. Explorer Message Stream FY Q2 99/00 Rel. 3 Services CRM Integration Integration with ProCenter MX Email Internet Integration Call Director Xpressions 20. What is CRM?

• Its a Business Strategy!

• Its a Corporate Imperative!

• Its a way to achieve Profitable Growth!

• A multi-faceted approach to marketing, sales and customer care being used by companies to create customer loyalty and improve their business performance

• Customerincludes anyone involved in the business value chain

• • Front-office value, back-office value chain, partners, suppliers

• But, It IS NOTaTechnology!