OmniPCX Contact Center Sales Positioning

1. OmniPCX Contact CenterSales Positioning

2. Agenda • Positioning • Products • Routing Services Interface (RSI) • Contact Center Market

3. OmniPCX Contact CenterProduct Positioning

4. eND Contact CenterStrategy • Volume strategy for embedded voice only solution - OmniTouch • “CCD with each shipped PCX enterprise” • 5 agent starter package priced at $500/agent including average discount • Leverage Genesys dominant position in North America for COMPLEX – G6, mid - Gexpress and/or large contact center market

5. OmniPCX Contact Center Positioning Contact Center High Market (+complex CTI, Network-based) CTI OmniPCX+RSI+G6 Contact Center Mid Market Packaged Contact Center OmniPCX+ OmniTouch Simple OmniPCX+RSI+Genesys Express W/integration Embedded Call Distribution OmniPCX with embedded Call Distribution(OmniTouch CCD voice only application) VOLUME ACD 500 50 100 150 10 # Agents

6. OmniPCX Contact CenterProducts

7. OmniTouch Contact Center • A key value proposition of the OmniPCX enterprise in North America • Voice only routing mechanism • Tightly integrated management • Embedded core components • Simplified contact center design • Advanced networking solutions

8. OmniTouch Suite Today • Unix or Linux OS • OmniPCX Enterprise Call Server IP infrastructure • Standards – Computer Supported Telephony Applications (CSTA) • Advanced networking • Patented voice only distribution including Skill based routing (ACR) • All-in-one management CCsupervision • Feature rich CCivr • Soft-phone CCagent Call Center Applications OmniPCX 4400 OmniTouch CCdistribution CCsupervision CCivr CCagent

9. OmniTouch Embedded in OmniPCX for optimized voice operations Fully packaged and modular solution Full featured IVR Voice only soft-phones Reduced TCA/TCO (Total Cost of Acquisition and Ownership) G6/Gexpress OmniGenesys Seamless integration with OmniPCX Routing Services Interface (RSI) Heterogeneous environment Interaction routing strategies Business rules Customer knowledge Business data reporting and analysis Unlimited scalability Multi-media universal routing OmniPCX CC SolutionKey Differentiators New !

10. Multiple Screens/ Applications Gexpress Making the Complex... IVR/Voice Processing E-Mail Management CTI Server PBX Supervisor Desktop Administrator Desktop Routing Reporting Real-Time Agent Desktop Server Graphical Display Server Agent Desktop Legend:

11. …Simple! Features • 10 to 150 agents • Voice only and Voice/email package • Routing, CTI, Softphone integrated product • Model Environment • Intelligent Business Data Routing • E-Mail Management • Agent Desktop • Business-Oriented Historical Reporting • Real-Time Monitoring • Application Download OmniPCX Enterprise • Supervisor • Desktop • Administrator • Desktop • Agent • Desktop

12. Multimedia email Contact Navigator Multimedia Email OmniGenesysExpress 2.5 MySAP CRM, Siebel […] Gplus connectors (option) Voice Contact Navigator Voice Model environment & Rapid deployment Universal Router CCPulse CCAnalyzer Solution Control Interface Framework OmniPCX Enterprise

13. OmniGenesysG6.x Integrated Suite • Faster ROI • Network routing manager • Open Configuration enhancing system architecture • Centralized and integrated reporting – cradle to grave • Single point of management • High Availability maintenance • Lowers Total Cost of Ownership EnterpriseRouting InternetContact OutboundContact Workforce Management Voice Portal Expert Contact Framework

14. Routing Services Interface (RSI)

15. RSI the Competitive Advantage • Routing Services Interface (RSI) • Support Genesys Express and Genesys 6 ensuring a strong competitive position in the mid and high-end CC market • Optimize Genesys Suite and OmniPCX inter-working making OmniPCX the best platform for Genesys products • Manage a single routing logic to drive the solution • OmniPCX resources and capacities driven by the Genesys Enterprise Routing Solution • Insure a back-up solution with CCdistribution (optional)

16. RSI CTI Link Voice Guide Tones RSI - Interfaces • Routing Service Interface - Connectable Resources GenesysG6 DTMF Detector Routing Strategies T-Server Enterprise Routing Solution RSI CCD or CCD in Backup Any device internal/external RSI Processing Group (cyclical selection) RSI Agent Remote/Network RSI Agent

17. Competition and RSI Key Factors * Some Vector Programming required

18. OPENNESS STANDARDS MANAGEMENT APPLICATIONS AGENT STATES PBX RESOURCE CONTROL GENESYS HIGH AVAILABILITY RE-SYNC Why OmniPCX with Genesys? COMPETITION ALCATEL BENEFACTOR Selected Messages Complete Set Contact Center Proprietary CSTA-CTI Message Protocol Administrator Multi-Contact Center Interface Single Contact Center Interface Supervisor Soft and Hard phone Single Point of Activity Agent Require adjunct A/A or IVR Manage/Control all CC relevant internal resources Finance and Administrator Mirrored unable to synchronize upon restart Mirrored using the same Physical Interface – Automatic re-sync Telecom/IT

19. Contact CenterMarket

20. ACD Market • Market definition • 10 - x,000+ Agents • Mainly Voice • Minimum pro-services • OmniTouch • Easy and affordable Call Distributor • Strong networking capabilities • No need for an integrator • CC configuration by end user in real time • Voice only entry product for US $500 per seat with scalability by optional applications ACD US Market 2001 = $1.2B Datamonitor- 2001

21. Departmental and Mid Market Contact Center Portfolio Embedded core components (ACD) • Automated installation • Matrix-based routing • Essential reporting • Easy to use supervision module • Optional IVR • CTI server* • CRM connectors* • Agent desktop package* • Optional Outbound call management* • Single server • Advanced skills-based routing • Predefined routing strategies and reports • Multimedia • Universal queue • Voice self-service OmniPCX embedded ACD for Voice centric solutions Migration OmniPCX/RSI/Genesys Express For multimedia or intelligent routing

22. Mid-Market • Mid-Market definition • Addresses 10 - 150 seats • Voice contact centers with screen pop • e-mail contact centers • Departmental • Branches • 40% of the overall CC market • OmniPCX RSI + Genesys Express • Packaging OmniPCX, RSI and Genesys Express provides the best Mid Market Solution • Reduced Deployment Time and Lower Cost of Ownership • Centralized Management of All Contact Center Media • Seamless Migration Capability for Future Growth • Common Genesys Suite 6 look and feel • Leverages Large Enterprise Sophisticated Methodologies Mid Market – US- 2001 = $2.1B

23. Contact CenterMid to High End Portfolio • Single server • Pre-packaged routing strategies • Easy installation • Packaged mid market CRM connectors • Universal queue • e-mail • CTI/CRM • Desktop agent • Real time monitoring • Multi-PBX capabilities • Optional IVR • Multi-Vendor/Multi-PBX • Outbound • Web/chat • Network based contact center • High end market CRM integration Mid Market Solution OmniPCX RSI / Genesys Express Seamless migration High End Market OmniPCX / RSI / Genesys G6

24. High End Market • High-End Market Definition • 150+ agents • Multi-media, multi-switch • CRM driven • OmniPCX RSI + Genesys G6 • RSI direct interface with OmniPCX 4400 • Agent Screen Pop & seamless call/data transfers • Real-time System Monitoring • Data Driven Routing • Multi-media applications and universal routing • Routing in the network • Outbound Call Management • Workforce Management • Business Reporting & Analysis

25. Engagement Process Today • Alcatel eND CSM Involved • Opportunity includes a Call or Contact Center • Email, voicemail, RFI, RFP • Contact Judy King to discuss • Judy assist with questions to ask to determine the correct solution • Make recommendation • Advise involvement of appropriate support • Appropriate partner internal support or • Genesys support – Gexpress or G6