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Lori Kendall Vice President Products & Services Transera Communications, Inc.

“Using IP Telephony and Software as a Service to Bridge the Gap between Businesses and Outsourcers”. Lori Kendall Vice President Products & Services Transera Communications, Inc. Would you build one of these to run your business?. Or how about one of these?.

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Lori Kendall Vice President Products & Services Transera Communications, Inc.

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  1. “Using IP Telephony and Softwareas a Service to Bridge the Gap between Businesses and Outsourcers” Lori Kendall Vice President Products & Services Transera Communications, Inc.

  2. Would you build one of these to run your business?

  3. Or how about one of these?

  4. Then, why do we insist on building these?

  5. About Transera First software company to offer On-demand Global IP Call Centers for Multi-sourced Agents • CA company founded in April, 2004 and backed by leading venture capital firms • Software as a service enables enterprise to collaboratively deliver customer care across boundaries - organizational, geographical and technical • Members of management team previously founded Telera, leading VXML self-service • Partner with carriers to deliver end-to-end global call center subscription services

  6. Call Center Industry TrendBusiness Perspective Many Multi-Sourcing Number of geographies Multi-Site (1990’s) In House (1970’s) Many Few Number of parties Business Perspective Companies have been migrating from a single enterprise customer care plan to a multi-enterprise – multi-source strategy. This includes outsourcing, remote agents, home agents, partners and distributed call processing

  7. ACD CTI IVR QM Call Center DilemmaThe Rise of Multi-Sourcing Contact Center Dialer Carrier Network PBX

  8. ACD ACD CTI CTI IVR IVR QM QM Call Center DilemmaExpansion brings headaches Contact Center Dialer PBX Carrier Network Dialer PBX Too many boxes and fragmented silos

  9. IP Dialer IP ACD IP IVR IP QM TDM to IP TransformationPromised Liberation? Contact Center IP PBX IP CTI Carrier Network But only the transport has changed

  10. IP Dialer IP ACD IP IVR IP QM Premises to Hosted ModelPromised Flexibility Contact Center Hosted IP Call Center Carrier Network IP PBX IP CTI But only the boxes have moved

  11. Onshore Contact Center Offshore Contact Center Going Global Promise Cost Savings? Outsourced Contact Center PSTN But you lose visibility, control and quality management

  12. Multi-Sourcing Challenges • Business Issues • Delivering consistent customer experience • Managing service level objectives across agent pools • Cost and complexity of owning and managing legacy infrastructure • Limited business flexibility & capabilities • Global Operational Issues • Efficient use of transport and next generation networks • Locked into “all-or-nothing” proprietary functional silos • Highly disparate & redundant systems • Lack of visibility across global operations • Multiple networks, call center technologies, geographies and organizations Legacy solutions not meeting needs of the business

  13. Control global operations from a single dashboard Deliver any call, to any agent, anywhere Globalize operations without infrastructure investment Obtain normalized reporting across organizations and technologies What the Experts SayServices & Software On Demand • “78% of 500 companies surveyed are using or considering software as a service” – AMR Research November 2005 • “60% of clients require “software as a service” as a mandatory response for RFI/RFP bids for next business cycle. Applies to front-office and back-office applications.” – AMR Research December 2005 • “Our ROI is much faster with on-demand software. We only need to improve by 5% to pay for the application.” – Ed Barrett, CareRehab • “65% of 118 IT executives surveyed are using or planning to use software on demand within one year… 86% cited $ savings, 27% greater ROI , 21% improved reliability, 18% easier deployments” – Cutter October 2005 • “The promise of converged networks requires a services architecture to be overlaid into the VOIP networks” – Opus Research, December 2005 • “Virtual Contact Center functionality in an AIN world requires expensive implementations… in a standard SIP environment, a new breed of (software as a service) solutions have been implemented…” – ibid • “Service (IMS) architecture is the preferred architecture for delivering converged services… it is the most sensible, most cost-effective way to deliver converged services today…” – Patricia Russo, CEO, Lucent

  14. Global On-demand IP Call CenterService overlay for global networks

  15. Global On-demand IP Call CenterBy Creating Global Midpoint Global Midpoint Carrier Networks

  16. Global Call Management Global Reporting Global Dashboard Global On-demand IP Call Center Global Midpoint Carrier Network

  17. Vendors & Partners Enterprise Call Center Remote & Home Agent New Call Center Paradigms • Extend beyond enterprise boundaries • Leverage remote and home agents • Collaborate with vendors and partners Extend customer service beyond the call center

  18. Case Study: Allegiant Air • Business Challenges • Limited capital due to rapid growth and investment in fleet • Need to improve customer satisfaction to drive repeat business • More efficiently utilize distributed customer service personnel to manage growth and reduce overall cost of operations • Operational Challenges • Insufficient trunk and position ID capacity, requiring ongoing capital investment in communications infrastructure • Need to reduce lengthy hold times by globally queuing and routing calls to agents in other parts of the company • Unable to deploy CTI screen pop without large capital investment • Poor visibility into call center operations

  19. IXC PSTN Case Study: Allegiant Air BEFORE AFTER Reservations Center Reservations Center Global Routing Service NEC Airport Counter LEC PSTN CLEC 800/RESPORG At Home Agents • IMS Application Service Delivered by Service Provider – CommPartners • Complete call center software powered by Transera’s Seratel™

  20. Case Study: Allegiant Air Benefits • Eliminated capital investments • Increased organizational efficiency through web-based dashboard • Increased customer satisfaction with lower hold times • Provided flexible growth - additional capacity on demand • Connected to agents everywhere • All an agent needs is a handset or soft phone and Internet access • Increased agent utilization via CTI-less screen pop for all agents • Offered flexible billing • Only pay for the services needed

  21. Questions to Ask your Service ProviderDoes your Call Center Service: • Leverage Open Standards Software as an on-demand service? • Provide Global call management • Queuing, conferencing, and transfers? • Announcements and dynamic call treatments? • Call Routing and ACD distribution to the desktop? • Quality Monitoring? • Global Screen Pops without costly CTI? • Virtualized call center applications across global operations • Deliver normalized reporting across organizations and technologies • Utilize a zero-footprint Global dashboard? • Overlay/reuse existing network infrastructure to keep costs down? • Provide flexible growth and pricing options? • Per agent, per minute, per session? • Is the TCO attractively priced?

  22. Thank You Lori Kendall Lori.kendall@transerainc.com 408.873.1984 www.transerainc.com

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