The Evolution of Unified Communications: Practical Applications for today’s Enterprise

1. The Evolution of Unified Communications: Practical Applications for today’s Enterprise Brad Herrington – Senior Manager Product Marketing

2. Interactive Intelligence Overview • Founded 1994 • Innovative, first-to-market approach • 1st all-in-one platform for enterprise & contact center telephony • 1st SIP-based IP contact center suite • 1st all-software IP PBX • Headquarters: Indianapolis, Indiana • Regional HQ offices: Irvine, California , Denver & Washington, D.C. • Offices throughout EMEA, A/ Pac • 600+ employees • Annual revenues more than $109 million… and growing! • 20% annually in R&D

3. Solutions Provided Worldwide • 3,000+ customer organizations in virtually every industry • 300 VARs globally, including EMEA and the Asia-Pacific • Product installations in nearly 80 countries • Offered in all major European and Asian languages

4. Today's Topic “A walkthrough of how far Unified Communications has come over the last few years and where it is going in the future”

5. Early Stage of Unifying Communications

6. 1999 Unifying the Call Center -

7. Call Center Applications ACD Multimedia queuing Skills-based routing PBX/ IP PBX IVR Intelligent speech recognition Voice mail / unified messaging Interaction Mobile Office Fax server Desktop faxing Web server gateway CTI gateway • Client Software Phone • Client integrations for the Microsoft environments • “Thin” clients • Screen Pop • CRM Integrations • Recording • Calls • Web Chats • Screens • Presence Management • Reporting • Supervision • Real-time monitoring • Join and Coach

9. CIC

11. Single Point of Administration Point Solutions

12. Call Center Supervision CIC Agent Monitor & Coach Multimedia Recording/ Scoring Screen Recording Real-time Charts, Stats & Alerts

13. Cradle-to-Grave Event Tracking CIC Call answered 11:03:00 IVR 11:03:01 Placed in queue A 11:03:45 Connected to agent 33 11:04:05 Transferred to queue B 11:04:31 Connected to agent 44 11:05:15 Call disconnected 11:05:55

14. Customizable Unified Application Suite E-mail servers Exchange Notes GroupWise, etc. Databases SQL Server Oracle DB/2, etc. Mainframes CRM/ ERP SAP Siebel PeopleSoft® Microsoft, etc. Interaction Designer® … single design environment for integration/ customization

15. UC – And the adoption of SIP

16. Phase 1 Topology – Apps Consolidation at HQ PBX Common dial plan ACD/universal queuing IVR Screen Pop Unified Messaging Presence management Call recording Desktop FAX & FAXback Still key systems at branches

17. Phase 2 IP Telephony/Branch Office Consolidation • Multi-site consolidation • Common features for all locations • Extend call center to branch offices • Still supports remote workers

18. Phase 3 Topology – Enterprise Rollout • Fault tolerant design • Reused backup server hardware • Moved training center to branch office (built-in DR seats)

19. Remote/Home User - TDM Voice from Caller Data Voice to Agent

20. Remote/Home User - SIP Voice from Caller Data and Voice

21. UC – Extending Outside of Telecom

22. Public Viewpoint If you Googled “Unified Communications” last year you would come back with 2.3 million hits. If you Google “Unified Communications” today you would come back with 1.4 million hits. First pages includes: Nortel Dialogic Avaya Alcatel/Genesys Cisco Microsoft Gartner/TMC/NetWorkWorld

23. Analyst View of Unified Communications UC Vendors

24. Incoming Communications • Customers • User Communities • Co-Workers • Choose their method of interacting with the organization What are you wearing? Speech Email Call / IVR Fax Chat/IM

25. Faxes Voice Mail Text Chat Recordings Call Recordings Unified Messaging

26. Presence Management

27. Easily Set User-defined Call Rules Desktop Communications Suite Status Manager Call Controls:Within your OUTLOOK Client Toast Pops for Incoming Calls

28. Customer Records MS CRM CTI – Enterprise Screen Pops • Great Plains • Accounting • MS CRM • Sales • Service • Outlook • Anyone

29. CTI – Enterprise Reporting CIC Corp Office Call answered 11:03:00 Auto Attendant 11:03:01 Placed in queue A 11:03:45 Bob’s House Connected to Bob 33 11:04:05 Transferred to Susan 11:04:31 Connected to Susan 44 11:05:15 Susan’s Remote Office Call disconnected 11:05:55

30. The next phase of Unified Communications

31. Speech Recognition Today • Speech enabled directories “Speak the name of employee….” • Speech IVR’s “Press or say 1….” • Message Management “Play new emails…” • Full speech enabled applications (Address changes, 411)

32. OK CALM Speech Analytics

33. CALM CALM CALM Speech Analytics

34. SELL! SELL! SELL! Speech Analytics

35. Advantages of Speech Analytics Take actions during a call Keyword matching (Cancel!, Hello-Hello…) Security / Threat Assessments Drive agent screens based on speech patterns

36. Communications in Process Automation Assembly Line Finished Product Base Skeleton

37. Communications in Process Automation Process (Work) Flow Completed Work Work Item

38. Communications in Process Automation Process (Work) Flow Completed Work Work Item

39. Communications in Process Automation Process (Work) Flow XML Object XML Database

40. Within the context of BPA, UC has relevance and hard ROI • Presence becomes more than just “which of my friends are free to chat?” It indicates availability for the assignment of real work in a business process. • Call center-style queuing and routing becomes essential for predictably performing important steps in a work flow. • Recording moves from quality assurance to compliance in critical processes, including voice calls and computer screens. • Real-time supervisory monitoring goes beyond coaching agents to providing visibility into the functions that make a business tick. • VoIP provides complete location-independence, allowing employees to participate in businesses processes from anywhere in the world.

41. The business desktop goes from… an interface that is more like a consumer toy

42. to something that lets real work get done

43. Summary

44. Why is UC now so hot? • Pundits have been proclaiming this as “The Year of Unified Communications” for close to a decade • VoIP and SIP have created a broader significance for unified communications • Microsoft’s entry has caused everyone to sit up and take notice • Unified Communications is just the latest term to be taken over by marketers to the point that it no longer has any meaning (joining “artificial intelligence”, “client/server”, “Web 2.0”, and a whole host of others)

45. The Communications Value Stack The Business Process Automation Interaction Management Unified Communications IP PBX Single Network (Convergence)

46. Some Vendors Viewpoint PBX ACD IVR VM Dialer Recorder WFM Fax

47. “Vendors must adhere and embrace open standards or UC will fail” Single “All-in-One" Platform Single point of management for simplified administration/maintenance Fewer “boxes” for lower costs Flexible deployment: works as PBX/IP PBX or with existing PBX/IP PBX Standards-based, All-software Architecture Incorporates open standards such as SIP throughout -- no proprietary SIP extensions for vendor “lock-in” Runs on commodity servers without special boards or hardware Can incrementally scale up or down GUI designer tool for customization and business process integration Inherit Multi-channel Processing & Blending Business rules can be applied across media types for improved customer service Blending doesn’t require separate servers or integration True end-to-end report/tracking across media types for improved quality assurance

48. A Comprehensive, All-in-one Suite Fax WFM Recorder Dialer VM IVR ACD PBX

49. ININ’s Unique Approach Makes multi-channel interactions affordable across all contact points One platform – reduces complexity Modular and expandable Pre-integrated with other third-party apps Web Chats SFA ERP CRM Business Process Automation E-mails Phone Calls Sales Marketing Product Support Customer Interactions: CIC

50. For more information: WWW.ININ.COM The Evolution of Unified Communications: Practical Applications for today’s Enterprise