In the present economy, Call Centre operators are seeking ways to do more with less, Never has the pressure been so high to reduce costs, while maintaining a superior customer service. In this session, Frederic Dickey will describe recent trends in outbound contact centres, including new regulation requirements, new dynamics in agent employment, and new technology advances that all combine to yield a unique opportunity for improvement.

1. Outbound Call Centres: Driving efficiency and regulation complianceFrederic Dickey / Sangoma Technologies

2. Agenda Multi-Channel Call Centers Increasing use of Outbound Technology Requirements Closing Remarks 2

3. Multi-Channel Contact Center Ability to queue inbound and outboundmulti-modal communications with customers Phone Calls / Video Calls SMS Email, Instant Messaging Fax Etc.

4. Why? (1 of 2) Benefits of VoIP/SIP Call Centers Remove dependency on proprietary CTI link integration – use SIP and 3PCC IT infrastructure friendly Software running on standard servers and OS Ease of Business Processes Integration Voice is “just” another application in the data center Virtualization Agents, Routing Databases, Servers can be anywhere 4

5. Why? (2 of 2) Empower Blended Agents Increase overall variety of work Increase overall employee satisfaction Reduce employee turnover

6. Pro-Active Contact Multi-Channel increases outbound use Outbound or rather Pro-Active Contact can deliver high quality customer services: Virtual Hold / Emergency Appointment / Reminders / Broadcasts Fraud detection Not just Telemarketers!

7. Increased Regulatory Pressures U.K. Ofcom (Sept. 2008) Live agent within 2 seconds < 3% call abandonment rates Recommendations to turn off AMD Canadian CRTC (July 2008) Live agent within 2 seconds Do not call registry < 5% call abandonment rates U.S.A. FTC Live agent within 2 seconds < 3% call abandonment rates 7

8. How to use Outbound in this context? Context Drives a lot of requirements on contact center solutions List scraping Throttling dialling algorithms Preview, Power, Manual dialling Management, reporting, etc. Call Progress Technology (or AMD, or CPA, or CPD) Focus on this; it’s taken for granted

9. What is Call Progress Analysis? Algorithms implemented in S/W of F/W that : Attempt to Classify the outbound call Busy, Reorder, Vacant, etc. Human, Answering Machine, Fax, etc. Provide Classification results to Dialer for processing Connect to an Agent on Human results only Voice Mail Beep Detection for notifications Mark to retry later (i.e. on a Busy signal) 9

10. What’s the point? 10 Based on in-house modeling

12. Meet Regulations

13. Reduce Nuisance Calls

14. Reduce Dropped Calls

15. Improve Customer Service

16. Meet Regulations

17. Reduce Nuisance Calls

18. Reduce Dropped Calls

19. Reduce “dead air” calls

20. Address Multiple Campaigns

21. Residential

22. Wireless

23. Businesses

24. Reduce operational costs

25. Hosting Services11

26. Other Requirements for CPA Call Centers are PBXs enhanced with Business Process integration CTI, CRM Integration, Inbound Queuing, IVRs, reporting, Outbound dialing, etc. PBXs are moving to VoIP/SIP Very difficult to buy legacy these days Call Centers are also moving to VoIP/SIP SIP Trunking CPA technology needs to fit in 100% VoIP/SIP networks 12

27. Other Benefits of VoIP After CPA, need to transfer call Needs to happen very quickly Regulations Not to lose customer and the other end of the line This is very fast in VoIP Networks SIP REFER or SIP re-INVITE messages SIP provides for Fast Call Transfers 13

28. Closing Remarks Outbound Dialing is more than Telemarketing Automated Outbound Dialing requires Call Progress Analysis Technologies (CPA) CPA Technologies need to be: Accurate Fast Easily Optimized Integrate well into VoIP architectures 14

29. Thank you! Frederic Dickey Director of Marketing and Product Management 100 Renfrew Drive, Suite 100, Markham ON L3R 9R6 CANADA fdickey@sangoma.com / +1.514.288.7111 x.233

31. FreeSWITCH

33. MTP2 APIs

35. LinuxPersonality Card: Quad port T1/E1 module Personality Card: Octal port T1/E1 module Personality Card: Dual port T1/E1 module Sangoma Overview:Telephony H/W Building Blocks 16

36. Sangoma Overview:Software Building Blocks NetBorder Express: TDM to SIP software VoIP GW Call Analyzer: SIP based B2BUA for call classification for Outbound Contact Centers Agent Bridge: SIP Enable legacy phone lines for the IP Call Center Sangoma SS7 Gateway SS7 ISUP “plug in” for Asterisk and FreeSWITCH 17

37. D100 Transcoding 9/10/2010 Flexible Digital signal processor From low (30 ports) to high density (480 ports) Long list of codecs supported AMR, G.729, GSM, iLBC, etc. Relieve Host CPU Beta phase currently Supports Video (future) © 2010 Sangoma Confidential 18

38. D500 prototype 9/10/2010 Video Demo by DSP Manufacturer: http://www.youtube.com/watch?v=6rOUDJ4aoX0 © 2010 Sangoma Confidential 19