Enghouse customer interaction tour for engagement and networking with our key partners

1. © Enghouse Systems Ltd 2011
Slides from the Enghouse Interactive Road Show

2. © Enghouse Systems Ltd 2011
Overview of Enghouse
Partner Session Slides

3. © Enghouse Systems Ltd 2011
An Overview of Enghouse
Toronto Stock Exchange (TSX) under the
symbol "ESL”
APAC
EMEA
NA & SA
 Founded in 1984
 Annualized revenues $250M+
 1200+ employees globally
 Market capitalization now over $1B
 Organic & Acquired growth
 No Debt—Strong cash reserves
 Global Operations in 15 countries

4. © Enghouse Systems Ltd 2011
Customer Communications
Software and Services
Telecommunications and
Utility Networks Software
Transportation Services
and Operations Software

5. © Enghouse Systems Ltd 2011
Developing Customer Communications and
Interaction Management Software & Services
For Enterprises
For Service
Providers
For Mid Market
Outbound Dialer
Contact
Center Suites
IVR Applications
Communications
Portal
Corporate
Directory Solutions
Knowledge
Management Suite
Self Service
Applications
Quality
Management
Suite
Call Recording
Workforce
Management
Call Billing and
Accounting
Quality
Monitoring
CTI Connect
CTI for CRM
IVR Development
Toolkit
VoiceXML Test
Suite
Integration
Tools
Arc Pro Console
for Cisco
Intuition Console
for Avaya
Operator Console
for Microsoft Lync
Operator
Consoles
Enghouse Interactive – Communications
Products

6. © Enghouse Systems Ltd 2011
2005
2008
2002
2009
2008
2004
2009
2010
2010
2011
2012
2012
2013
2014
EI – Product Acquisitions & Growth

7. © Enghouse Systems Ltd 2011
Product Portfolio and Strategy
Management
Reporting & Analytics
Attendan
t
Console
Self Service
Infrastructure Integration
Application
Integration
Quality
Management
Outbound
Contact
Inbound Contact

8. © Enghouse Systems Ltd 2011
Customers don’t want cloud - they want the outcomes of cloud;
– agility, life cycle flexibility, and to manage costs
The most common driving force behind cloud procurement is to obtain operational savings.
(US survey – 61% of cloud buyers)
Cloud is a delivery method, not a solution
– value still needs to be articulated i.e. how will this help me serve my customers better?
Majority of pure Cloud Contact vendors are losing money
– No contracted, permanent revenue stream, high customer churn rates
Cloud Contact Centres will be a market segment, not a market revolution
Cloud Contact Centres – Trend or Fad?

9. © Enghouse Systems Ltd 2011
EICC (Zeacom) Subscription Pricing Model
Partner Hosted instance of EICC (Zeacom)
application
Amortisation of existing capex based-pricing
Sold to partner on a monthly, per agent,
subscription price.
Includes monthly Maintenance costs
Contracted minimum term
Additional expansions and add-ons are co-
termed
Available also for other Enghouse products
such as QMS, KMS

10. © Enghouse Systems Ltd 2011
Enghouse Interactive
Partnering With Enghouse

11. © Enghouse Systems Ltd 2011
Zeacom = Enghouse Interactive Communications Centre (EICC)
Arc = Arc Pro, Call Connect
Callrex = Quality Management Suite (QMS)
Safeharbor = Knowledge Management Suite (KMS)
Cosmocom = Contact Centre: Service Provider (CC:SP)
Syntellect = Contact Centre Enterprise (CCE)
Products to Help you Grow your Business

12. © Enghouse Systems Ltd 2011
To increase revenue through our partner network
To increase the consideration rate (show for dough!)
To be the easiest software vendor to work with
To enable you to effectively sell, install and support our product
To introduce more products for you to sell
To be the market leader in the Interactions Management space
Our Partnering Objectives

13. © Enghouse Systems Ltd 2011
Channel First approach across all Products
Channel Managers and Solutions Engineers to assist you to drive business as Commercial
and Subject Matter experts
Market leading, successful products – EICC and Arc
Local Support, EICC developed locally, Enghouse committed to the region
Close alliances with the major voice vendors
Healthy margin for selling our software, services and support
Empowering you to establish practices around our products
Training programs designed to maximise your investment in us
Our Partnering Value Proposition

14. © Enghouse Systems Ltd 2011
Developing tools that help you sell – Partner Portal and Sales Tool Kit
Headcount for a Training resource for 2nd half of Calendar Year
Marketing - Lead Generation programs, Joint marketing opportunities
Investment in PR and becoming more active in the market place
- Announcements regarding newsworthy WINS
- Product Releases
- Thought leader articles in industry press
- Increased Social Media activity
Investment in Partner Enablement

15. © Enghouse Systems Ltd 2011
Introduction of Enghouse Partner Program (Q3-Calendar Year)
Business Plans (Selected Partners)
Quarterly Business Reviews
Joint Sales and Marketing – i.e: Tradeshows, Customer engagements, Webinars
Joint Press Releases & Case Studies
Incentive Programs – Company based and individual based (when and where appropriate)
Ongoing Accreditation and Certification across products
Introduction of a Support Partner Portal - ITSM
Collaborative Go-to-Market Alignment

16. © Enghouse Systems Ltd 2011
Enghouse Partner Program Framework
Programme
Benefits
Financial Go-To-Market Technical
Partner
Tier Levels
Competency &
Certification
Sales
Certified
Platinum
Silver
Gold
Authorised
Technical Sales
Certified
Implementation
Certified
Support
Certified
Solution
Specialisations
Contact
Centre
Specialist
Attendant
Console
Specialist
Self Service
Specialist
Workforce
Optimisation
Specialist

17. © Enghouse Systems Ltd 2011
Secure ‘beyond public’ Partner Portal
– Marketing collateral
– Competitive positioning
– Corporate and product presentations
– Technical guides
Lab & Demo Software
– Lab, demo & development use
– e.g. Communication Centre with fully populated working demonstrations
Blended Multi-Media
Voice, Email, SMS, Web-chat,
Automated Outbound
Interaction recording
Voice and Screen
Sales Enablement: What Enghouse Provides

18. © Enghouse Systems Ltd 2011
Register at https://partnerportal.enghouseinteractive.com/aspx/HomePage
Partner Portal – Gone Live!

19. © Enghouse Systems Ltd 2011
Education and Knowledge Transfer
• Enghouse
Interactive
Learning
Centre
• Access to
additional
updated
materials
• Melbourne
and
Auckland
Training
Centres
• Personalis
ed Sales &
Pre-Sales
training Ongoing
Knowledge
Transfer
Instructor-
led
Classroom
Training
Online
Self-Paced
Courses
Partner
Portal

20. © Enghouse Systems Ltd 2011
Installation and Support Engineer AUS (5 days) - Partner
– Independently install EICC Core modules
– Provide level 1 support to customers
Operator Console for Lync (2 days – in development) - Partner
– Independently install EICC Console for Lync Enterprise Voice
EICC Accreditation update course (2 days) – at release of EICC 2015 - Partner
ARC Attendant Console for Cisco (2 days) – Partner
– Independently install ARC Console for Cisco
QMS Installation Course (2 days – in development) - Partner
– Independently install QMS on various platforms
EICC Technical Administration Course (4 days) – Customer
– Suits technical (IT) customer
EICC Administration Course (3 days) – Customer
– Suits Contact Centre ManagerTeam Leader
Partner Training Program

21. © Enghouse Systems Ltd 2011
Designed to generate and increase new revenue!
Increase our consideration rate = generate demand > opportunities for our partners
Let’s engage on activities for future joint campaigns
– PR and social media
– Sponsorship
– Events
– Online and email campaigns
– Adverts/Advertorials
Joint Marketing Programs

22. © Enghouse Systems Ltd 2011
Refreshed look, feel and architecture
Objective is for a single global portal with regionalized content within
All our marketing activities should drive customers/partners to our portal
Outsourced SEO specialisation
Enghouse Interactive website

23. © Enghouse Systems Ltd 2011
Customer Session Slides

24. © Enghouse Systems Ltd 2011
Customer Panels
Mike Manson – NZ panellist
- Business Development Exec; Palmerston North City Council
Warren Cunningham – Sydney panellist
- Customer Service Centre Manager; Weight Watchers
Rob Hale – Melbourne panellist
- CIO; The Community Mutual Group
Deese Boutsiavaras – Sydney panellist
- Contact Centre Product & Alliance Manager; NEC
Biagio LaRosa – Melbourne panellist
- CEO & Founder; Generation E
John Cray
- Global VP Product Management; Enghouse Interactive
Dean Hodgson
- ANZ General Manager; Enghouse Interactive

25. © Enghouse Systems Ltd 2011
Enghouse Interactive
Solutions & Portfolio

26. © Enghouse Systems Ltd 2011
In your Business, Who Handles Customer
Communications?
The Receptionist
or Operator
The Help Desk
Sales
Customer Service
Finance and
Collections

27. © Enghouse Systems Ltd 2011
Manager
Agent
Customer
Recording, Evaluation
& Coaching with
Quality Management Suite
Self-Service & Scripted
Knowledge Management
with SmartSupport
Complete Contact Centre
Management with
Communications Centre
A Rich Portfolio for Great Contact Centre
Communications
Automated Outbound
with Dialer options
Ensuring Quality
with Speech Analytics

28. © Enghouse Systems Ltd 2011
Knowledge Management Suite
Enabling customer self-service
– Web-based, knowledge management portal(s)
– Online free-text searching and navigation
– Community Forums, for peer-to-peer information
sharing
– Article ratings, ROI and optimization tools
– Availability of live assistance, integrated to
Communications Center
Agent knowledge-enabled productivity
– Ability to script the agent-customer interaction
– Most popular articles prioritized and highlighted
– Case-based reasoning for complex issue handling
– Tools for easy article or workflow modification

29. © Enghouse Systems Ltd 2011
Quality Management Suite
Business needs based recording
– 100% recording to meet compliance or legal
regulations
– Selective or on-demand recording for quality reviews
– Support for PCI-DSS or HIPAA compliance to
screen out private information
– Options to record and synchronize desktop activity
for multi-channel communication, CRM/ERP usage,
etc.
– Lookup of recordings by agent, queue, timeframe,
customer, or other optional “flags”
Agent evaluation and coaching
– Flexible, configurable evaluation templates and
scores
– Ability to tie portions of recording to scores
– Reporting and analytics on overall scores
– Ability to coach and improve agents

30. © Enghouse Systems Ltd 2011
Speech Analytics and Vocal Coaching
Real-time or recorded call speech analysis
– Analysis of agent and customer speech; supports
multiple languages and dialects
– Ability to detect spoken words and phrases – can
be used to keep agents on script, detect improper
speech
– Detection of stress levels and speech clarity – can
be used to identify issues with customers
– Ability to analyze live calls or recorded calls
Tools for coaching and historical analysis
– Reporting on speech analysis of entire campaigns
– Vocal Coach tool keeps agents on script in real-
time
– Soft Evaluators report on volume, clarity, stress,
speech ratios and cross-talk, and other criteria

31. © Enghouse Systems Ltd 2011
… connected together in
a single, unified framework
A Rich Portfolio for Great Contact Centre
Communications
QMS KMS CRMRecentQueues

32. © Enghouse Systems Ltd 2011
Arc Pro – Attendant Console for Cisco
Environments
Queues window with colour
tag per operator login
Calls active
My/co-
worker
Parked
calls
Calls in current queue
Cisco IP Phone status
Busy Lamp Field (BLF)
including Jabber softphone
Tabs with sub-sets of
the full directory
Fully customisable directory
display means more information
is available at a glance. Uses
colour coding and variable icon
sizes
Live presence preview
including Cisco CUP,
Jabber, Microsoft Lync,
Exchange calendars
and alternate contacts
or personal assistants
Notes now have their
own space (resizable).
Notes colour is shown
here too
Contact preview pane
(can be turned off)
See all fields for current
selected contact at a
glance – configurable.
Double click on
actionable fields like E-
mail, Telephone
number
Calls &
message
s
returnin
g to
console
Speed
Dials
local to
this
operator
Absence
details
for this
contact

33. © Enghouse Systems Ltd 2011
Enghouse Interactive
Roadmap & Vision
NB: Please contact your Channel Manager to receive the detailed
product roadmap slides that were presented on the day.

34. © Enghouse Systems Ltd 2011
Goals of the EICC Product Strategy
New Markets
Larger Deployments (Lync, etc.), Non-English-Language Markets (Latin America, Europe)
Extensibility
EI portfolio integration, TouchPoint extensibility, Enabling advanced services, Reducing
functional limitations
Innovation in Key Areas
User Interface, Omni-Channel Communication, Customer Collaboration, Analytics
Reliability & Lower Cost of Ownership
Redundancy & Multi-Site, Ease of Deployment, Supportability

35. © Enghouse Systems Ltd 2011
Adopting an 8-Month Release Cycle
– And a new naming convention: EICC 2015, EICC 2016, …
Integration Alignment with Other Products in Enghouse Portfolio
– QMS, CP, IT Sonix, CTI for CRM, etc.
– Tighter integration over time (user, admin, reporting)
EICC Release Cadence
2015 2016 2017
8.1
EICC
2016
EICC
2018
EICC
2015
EICC
2017

36. © Enghouse Systems Ltd 2011
A new Operator Console for all EICC-supported PBXs …
• A “gamification-style” UI – interactions age and move as they are routed/handled
• “Google-style” directory searches, with presence, top-10/favorites, AD integration
• Full-featured call control – hold, park, transfer, conference, pull-back, etc.
What’s New in EICC?
New Media Channels & Analytics in TouchPoint …
• Lync IM queuing and media escalation
• SMS queuing, with session control and chat-style interface
• Drill-down metrics on agents, queues, etc.

37. © Enghouse Systems Ltd 2011
No cost for the software licenses for those areas being tested
Priority services & support coverage
Access to pre-release versions of new products
A dedicated Beta Account Manager who will:
– Consult on a routine basis on progress and to ensure success
– Answer any questions around the product / functionality
Access to Product Management for discussions on current and future functionality
Benefits to Being a Beta Customer

38. © Enghouse Systems Ltd 2011
Free Microsoft Surface Tablet Pro 3
Customers who successfully complete the beta program keep their free
Surface Pro 3 tablet
– The tablet is provided from commencement for use during the beta
– TouchPoint can be installed for supervisors using the tablet
Empower the supervisors with mobility
– New contact center KPIs and alerting in EICC 2015
– Queue mode control direct from the surface tablet
– Agent monitoring, whisper coaching and intrude
• Whisper coaching is PBX platform dependent

39. © Enghouse Systems Ltd 2011
EICC
8.1
Dec 2014 EICC
2015 9.0
Aug 2015
EICC 2015 – Beta Pack
High-Level Release Schedule
From 8.1, an 8mth release cycle for major releases applies
Beta Window
22 June – 1 Aug
All beta site prerequisites
must be in by June 12

40. © Enghouse Systems Ltd 2011
Enghouse Interactive
Advanced Services

41. © Enghouse Systems Ltd 2011
The automation of processes within a business
– reduces costs
– saves time
– provides superior customer service
– gives you a competitive advantage
Advanced Services - Overview
Advanced Services Provide Solutions to
EICC Customers to Enable Automation of
Processes within their Business

42. © Enghouse Systems Ltd 2011
Some examples of customised solutions that the Advanced Services team can provide are:
– screenpop and dial functionality from your CRM application
– enhanced routing capabilities based on data in your business database
– automate the provision of information from an IVR (Interactive Voice Response)
– automated outbound notifications (voice, email, sms)
– integration of different systems within the business
• EICC Voice Recorder
• EICC Workforce Management
Advanced Services - Solutions

43. © Enghouse Systems Ltd 2011
Advanced Services – Customer
Touch Corp provide mobile phone payment applications for mobile phone
networks
Enghouse provided Touch Corp with an IVR system for automated processing of
payments for recharging of mobile phone plans
Initially this technology was to provide IVR payment processing with the online
payment channel becoming the dominant option for customers. After 4 years the
IVR system is still outpacing the online payment channels in growth and traffic for
mobile phone recharges
The IVR provides the correct branding information based on the caller’s number
A new Dynamic IVR capability allows Touch to provide the IVR callflow definitions
from their own server database for each call
Touch Corp

44. © Enghouse Systems Ltd 2011
The Advanced Services team have had experience
integrating many applications to the EICC product
Our SAP integration is certified with SAP
The team consisting of solution analysts, software
developers and QA testing personnel are based in
Auckland
We have experience with various technologies
including Speech Recognition and Text To Speech
The Virtual Assistant is an Enghouse product
combining both these technologies to provide
automated call handling for businesses
Advanced Services - Expertise

45. © Enghouse Systems Ltd 2011
Advanced Services – Customer
Helloworld are a leading travel agent with multiple brands and over 650 travel
agent stores throughout Australia
Enghouse provided Helloworld with an IVR system for automated handling of
calls dependent on the customer profile and brand
The IVR directs calls to the most appropriate contact center based on the caller’s
location and the Helloworld contact centers’ opening hours
Enghouse provided Helloworld with a screenpop solution to automate the display
of the caller’s details within the EICC Desktop application when the call is
delivered to an agent

46. © Enghouse Systems Ltd 2011
IVR Self-Service vs. Live Phone Agent
Respondents state that the average
cost of a telephony self-service
session is…
$5.84
95¢
The average cost of a live telephone call
varies considerably, but has a mean
average of…
6 IVR Calls = 1 Agent Call
*Contact Babel – Decision Maker’s Guide 2014

47. © Enghouse Systems Ltd 2011
Advanced Services – Post Call Survey
Survey your Customers
after their contact with
your Company
•Phone
•Email
•Chat

48. © Enghouse Systems Ltd 2011
Gartner: Areas of Enterprise Technology
Investment Next 5 Years

49. © Enghouse Systems Ltd 2011
Thank You and Rock On!