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Nortel Confidential Information

BUSINESS MADE SIMPLE

Planning for the Future

Frederic FrizzarinNortel Multimedia ApplicationsTuesday 9th October 2007

Industry at Historic Inflection Point

Hyperconnectivity

Hyperconnectivity is a trend in which anything that can be connected to the network, will be connected, encompassing person-to-person communication, person-to-machine and machine-to-machine

Nortel’s philosophy of Business Made Simple holds more meaning than ever

Hyperconnectivity

Hyperconnectivity

• SOA/ Web Services• Network-Engaged Applications• Applications-aware networks

“True” Broadband

CommunicationsEnabled

Applications

Contact Centre Market Trends

Competitive differential is driven by providing greater effectiveness and ubiquitous access, at a lower cost

• Faster• Increase the Speed of Business Transactions

• Simpler• Communicate and Collaborate effortlessly

• Cost effectively• Save with simplified application delivery and management

• Today’s environment is too complex• Too many vendor products• Integration is difficult

• Consolidation and Virtualisation

• Mega-trend: Communication Enabled Applications• Applications are to be intelligent and fully featured, regardless of the

interface used to access them• Communications experience is part of the total applications experience

• Disruption• The traditional Communications ecosystem is merging with the IT

ecosystem creating richer, more productive, results

• Evidence• Online gaming merging with voice communications• “Click to Connect” web pages• Internet dependent television like TiVo, and MediaCenter PC

Contact Centre Market Trends

Customers are everywhere

Agents are anywhere Voice E-mail

IM

Fax

VideoChat

SMS

Web

Communication devices abound

Customer Contact is Changing

• Offer “First Contact Resolution”

• Open up new channels of communication and collaboration with your customers

• Integrate voice, video, Instant Messaging, web collaboration and speech

• Offer advanced mobile 3G/4G services

• Provide video kiosks

• Make hold time productive with new media services

• Deliver dynamic, seamless, secure self-service capabilities enhanced with personal touches

How to Stand out in the Crowd……..

• Agents need real-time access to subject matter experts to resolve customer issues

• The experts could be located anywhere; not necessarily within earshot of the agent

• Agents don’t know which experts are available to help them at any particular time

• Agents may be put on hold, reach voice mail, or have to send an email to the expert

• Agent gets frustrated and wastes valuable time looking for an answer

• Result = Customer dissatisfaction

What are the obstacles today?

What is SIP?

• Session Initiation Protocol (SIP) is a media agnostic Internet Engineering Task Force (IETF) open standard protocol for initiating an interactive user session that involves multimedia elements such as video, voice, chat, gaming, and instant messaging

• SIP unifies your contact details into a single address such as:

• Significantly, SIP delivers [email protected]

• Allows your whole Enterprise to be your Contact Centre

• Allows agents to collaborate with experts in real-time

• Increases First Contact Resolution

• Increases Customer Satisfaction

• Minimises agent frustration

• Allows agents to learn on the job

• Maximises agent productivity

How does SIP help?

Nortel UC Contact Centre Vision

Direction:• Deliver full Multimedia Nortel SIP enabled Contact Centre experience

(Inbound/Outbound voice, IM, email and video) through a single client leveraging Nortel Contact Center and Microsoft OCS or MCS 5100

Key Values:• Real time, multi-modal Contact Centre enabling new customer touch

points (IM, Web-Chat, video, etc.)

• Leverages presence and Collaboration to improve first time contact resolution:

• Improves efficiency of communication between agents, supervisors, and subject matter experts

• Deliver differentiation by extending to customers

• Deliver Nortel Contact Center integrated with unified agent experience

• 'Remove' the Centre from Contact Centre

Agent can conference

the expert in, or respond

to the customer directly

“Expert Anywhere” – Agent Experience

TelephonyToolbar

Agent can call, IM,

email, share screens with

the expert

List of Experts

with their

status

Converged MultimediaPC Client

Cross sell and up-sell opportunities for Enterprises

Flexible deployment: software package and PBX agnostic UC solution

Unified reporting of customer and agent activity

Single unified client for IM, Presence and Contact Centre

Improved serviceability and efficiency through improved time to resolution

Nortel Multimedia Contact Center + OCS 2007Nortel Multimedia Contact Center + OCS 2007

Transforming Unified Communications

Agent not Logged In

Agent Logs-In but 'Not Ready'

Agent goes 'Ready'

Leverage Presence

Agent PC Expert or Customer PC

Multimedia - Instant Messaging

Customer PC Agent PC

• Customer requests IM help from the Contact Centre• IM Contact presented to Agent



• Agent accepts and receives IM



• Agent responds with IM



• Customer requests direction to Web page



• Agent pushes Web page details to Customer• Customer requests further discussion



• Agent suggests "Click to Call" or Video request• Customer requests Video connection



• Voice, Video, Web and IM session established• Conversation continues - either party can close

• Quicker resolution in multi-tiered Contact Centres• Ability to offer differentiated services – e.g. in banking• Video Contact Centres for 3G mobile operators

• Video push• Video streaming

• Video Kiosk Contact Centres• Finance, travel and transportation industries• Benefit of live visual identification

• Make any “Hold” time productive • Opens up new contact methods – e.g. TV

• Press the Red Button to access the Contact Centre

SIP Examples in the Contact Centre

Nortel is the market leader inNortel is the market leader in

Streaming latest Offers from…

Service Creation Environment 2.0

• Graphical desktop development tool that leverages the open-source Eclipse IDE.

• Unification of Nortel Contact Center and Self-Service application tools

• Unified look and feel• Common practises across Contact Center and IVR (VXML) applications

• Full parity (and significant extensions) with CCMA Scripting• Import of existing CCMS scripts for modification and deployment

• Speed your development time using our drag and drop dialog editor

• Develop portable grammars using our drag and drop grammar editor.

• Test your application from your desktop. Set break points, modify variables and step thru your VoiceXML pages.

Service Creation Environment 2.0

SOA Example

HotelBooking

WeatherForecast

LocationInstant

MessagingRoute

CalculationBilling

Consumer

Book it WellServiceConfiguration

• Service-Oriented Architecture (SOA) is a business process architecture based on:• providers making their services (“capabilities”) independently available• providers advertising the services they provide• consumers (computers) finding the providers that provide the services they

seek, often without pre-arrangement• consumers contacting the providers to invoke the service• consumers sequencing the invocation of services to support a work flow or

business practice

• Using a SOA should result in:• loose coupling of consumers and providers• fast and cheap service deployment• significant re-use of components• technology agnosticism• high scalability (“Internet-scale”)

What Is SOA?

IT Friendly: Software Delivery Model

Open Web Services: SOA

Switch Independent Applications

Deliver Unified Customer Experience

NortelCustomerContactSolutions

Nortel Customer Contact Direction

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