This document describes three home agent and virtual contact center solutions from LiveXchange: 1. An independent contractor homesourcing service that recruits certified home agents through ContractXchange.com. 2. An on-demand global virtual contact center service that provides unified multi-channel agent assignment across phone, email, webchat and more. 3. Fully managed homesourcing services that can layer on top of existing contact center operations to provide a co-sourced model. LiveXchange offers the full technology platform called The Xchange System to support home agent programs, including learning management, intranets, a secure remote workstation OS, and tools for supervision and agent controls. Case studies

1. Your Way To Agents Anywhere.
From
Global Home Agent and Virtual Contact Centre Solutions
Private & Confidential © LiveXchange 2002-2009 Canadian, U.S. International Patents Pending

2. The Agenda.
Section 1. Introduction to LiveXchange
About LiveXchange
What We Do
Industry Recognition
Section 2. Three Service Solutions
1. Independent Contractor HomeSourcing Service
2. On-Demand Global Virtual Contact Centre Service
3. Layering Fully Managed HomeSourcing Services on your business.
Unique Offering Points – The Features
Section 3. The Xchange System Overview of Our
Solution
Virtual Contact Centre In The Cloud
Unified, Multi-Channel Queues
Workforce & Management Tools
The Green Dividend

3. About Us.
Global Home Agent & Virtual Contact Centre Solutions
Founded in 2002, LiveX is an award winning, specialized service provider that helps contact centres to
design and deploy global, on-demand, multi-media contact centre in the cloud & home agent solutions.
London. San Francisco. Toronto.

4. LiveXchange Global Cloud Networks
Three Solutions For Agents - Anywhere.
• 1. Independent Contractor HomeSourcing Service – Anywhere
• 2. On-Demand Global Virtual Contact Centre Service – Anywhere
• 3. Fully Managed HomeSourcing Services - Anywhere
Global Home Agent & Virtual Contact Centre Solutions.

5. LiveXchange Global Cloud Networks
The Proven Way Home - Anywhere.
The idea of home agents is not new.
The idea of a virtual contract centre is not new.
How LiveXchange does it is new.
Home Agent Systems and Networks.

6. Our Unique Service Offering.
A Total HomeSourcing & Virtual Contact Centre Solution
Our service helps client companies to quickly and economically add their own
work-at-home agent workforces as a dynamic build on their existing bricks
and mortar call centre operations.
• Recruitment • Secure Home Desktops
• Certification • Cloud IVR
• Home Testing • Multi-Channel IP Contact Centre
• Training Systems • Recording & Monitoring
• Contracting Systems • Scheduling
• Web Conference • Management Portals
• PCI Compliant Networks • Reporting
• FSA & BS7799 Compliance • Agent Payment Systems
The Right People + The Right Technology,
On-Demand From A Single Network Resource.
Global Home Agent & Virtual Contact Centre Solutions.

7. Our Expanding World Of Clients.
A growing list of major contact centers both in North America and
the UK shows that the network works for all kinds of businesses.
London. Toronto. San Francisco.

8. Big Awards For Big Innovation.
ICCM TORONTO 2007
2007 CENTRICA AWARDS
ICCM CHICAGO 2006. BEST IN SHOW MOST INNOVATIVE
PLATINUM GLOBAL WINNER
CONTACT CENTRE SOLUTION
FIRST TRANSATLANTIC
THE SHOPPING CHANNEL HOME AGENT CALLS CONTACTCENTERWORLD.COM
BEST CONTACT CENTRE 2008 BIRMINGHAM UK 2008 GOLD WORLD AWARD
MID-SIZE FOR THE CANADIAN AUTOMOBILE BEST CONTACT CENTRE MID-SIZE
NORTH AMERICA 2008 ASSOCIATION THE SHOPPING CHANNEL

9. Solution 1.
Independent Contractor HomeSourcing Service - Anywhere
ContractXchange.com
The Direct Online Screening And Recruitment Of Your Contract
Agent Workforce. Thousands Of Certified Agents Ready To Go.
50,000 +
Job Seeker
Members

10. ContractXchange.
The Direct Online Screening And Recruitment Of Your Contract
Agent Workforce. Thousands Of Certified Agents Ready To Go.

11. Every Agent That Comes To You
Is Certified By Us.
CERTIFIED
THE CERTIFICATION CHECKLIST




Pass
Pass
Pass
Pass
Typing Test
A Computer Hardware Test
Internet Connection Speed Test
Internet VoIP Jitter & Packet Loss Test
✔
✔
 Compatible Spec Computer
 Dedicated Voice-Line or VOIP Connection
 Full Service eMail Address
 Quality Headset System
 Finger Print Personal ID System (Where required)
 Digital Web Camera
 Dedicated Home Office
 Credit Check
 Criminal Records Bureau (CRB) Basic Background
Disclosure Check
✔

12. See Me. Hear Me. Contract Me.

13. The Cutting Points.
What Your Contract Home Agent Program Saves,
If You Do It Right The Way.
Capital Investment Savings – No agent equipment,
facilities investment or technology costs.
Productivity Savings – Vastly more efficient agent
deployment, precise short-shift scheduling and only active
time billing -no dead time costs.
Employment Savings – No employee benefits, no
training costs, no support costs, no recruitment costs.

14. The Demographics Of The ContractXchange Agent Base.
Thousands Of Remote Contract Agent’s Ready To Go.
85% Of Job Seekers 72% Of Job Seekers
Over The Age Of 30. With Post Secondry Education.

15. The New Work Contract.
It Changes Everything.
A New Start In Agent Recruitment
A direct, win-win contract with independent
contractor agents chosen and graduated by
you, free of the company employee
structure, free of outsourcer mark-up, free of
employment costs.
30 Minute Work Shift Template
The contract sets out the per call wage rate,
work times available and the maximum and
minimums of highly flexible relationship that
is the key to genuine execution of on-
demand, 30 minute increment scheduling.
Agent Pool Depth
Contracts awarded in a 3:1 FTE ratio to ensure depth of a contract agent pool that
provides a broad base of scheduling availability.
Multiple Country & Currency Flexibility
Call center can deploy contracts through countries and currencies for the optimum
economic and service agent mix.

16. Realtime Staffing. The Ultimate Flexibility,
Balancing Arrival Patterns In 30 Minute Increments.

17. Cost Comparison. Employee Vs. Contract Agent
All Contact Centres Experience These Costs In
Varying Percentages.
The opportunity of using home based contract agents
changes the cost base forever.

18. Cost Comparison. Employee Vs. Contract Agent
HomeSourcing With LiveXchange Enables You To
Change Your Cost Base.
The opportunity of using home based contract agents
changes the cost base forever.

19. Solution 2.
On-Demand Global Virtual Contact Centre Service - Anywhere
All The Communications Channels
On Demand, In A Unified Queue - Anywhere

20. Solution 2.
On-Demand Global Virtual Contact Centre Service - Anywhere
All The Communications Channels –
On Demand, In A Unified Queue.
The Unifying Power
Skilled, Multi-Channel Agent Assignment In A Unified Queue -
Anywhere
Inbound / Outbound, preview & predictive call Unified web chat with auto responders, ad
management ability template push and key word response library
Unified email processing with template library Unified callback with priority queuing
and key word suggested responses
Unified fax processing Integrated IVR with skill routing & skill work
groups, full time recording

21. Solution 2.
Carrier Grade Switching – Unlimited Scale From The Cloud
Carrier Grade Switching The LiveXchange’s
unified communications network in the cloud
is a proven design that has reliably carried
millions and millions of agent calls, e-mails,
web chats and faxes since its inception.
Global Telephony Network LiveXchange’s global
telephony network is an on-demand, highly scalable,
multichannel contact Centre solution that enables
organizations to communicate more effectively with
their customers.
Communicate to agents anywhere in the
enterprise—whether in the contact centre, a remote
location or at home. It also provides interactive
voice response (IVR), preview and predictive dialing
and call recording—for completely unified contact
centre communications.

22. Solution 2.
On-Demand Global Virtual Contact Centre Service - Anywhere
Supervisory Controls In The Cloud - Anywhere

23. Solution 2.
On-Demand Global Virtual Contact Centre Service - Anywhere
Agent Controls In The Cloud - Anywhere

24. Solution 3.
Layering Fully Managed HomeSourcing Services on
your business.
HomeShoring as a Co-Sourced Model
Fully Managed Solutions

25. Solution 3.
Fully Managed Programs Win With High Customer
Satisfaction at a Much Reduced Cost.
Your Customers Are “Our” Customers
Relationship Management is a people business. And it’s the talent of our people that
sets us apart from our competition and allows us to be a seamless extension of your
branding delivering a superior customer experience.
You Pick The Agents On Your Programs Using Our Global Leading Tools
Unlike conventional outsourcers LiveXchange encourages our clients to choose the
agents on their programs. Our global leading recruitment and profiling tools, along
with online CV’s and customized pre-recorded interviews allow you to easily decide
which agents are suitable to proceed to training and which agents are not.
Global Standards And A Dedicated Management Team
You can depend on our global, standardized proven processes to deliver workforce
management, program implementation, performance management and quality
assurance results that are focused on providing a superior and consistent customer
experience every time.
The Cost Benefits Of Near-Shoring Using In Country Home Based Labor
Yes, it is true…home based programs have much lower operating costs than bricks
and mortar without sacrificing quality. We pass all the savings on to you.

26. The Xchange System.
All The Building Blocks To Support Your Programs.
Making Home Agent An Easy Thing To Do.
You Need
The Right Building
Blocks For A Scalable,
Manageable, Home
Agent Program.

27. The Xchange System.
All The Building Blocks Of A Proven HomeSourcing Program.
On-Demand.

28. Enter Here. And Change Your Call Center In 8 Weeks.

29. eLearningXchange & RealtimeXchange.
Multi-Media Management Intranets
Bring Home Agents And Managers Together.

30. LiveXchange Agent Access OS
Instantly Transforms Any PC Into
A Secure Remote Workstation.
Boot from Disc Linux Based Hardened
OS
Agent Access boots into ram and disables
the resident hard drive, printer ports,
peripheral ports, devices & drives.
Connects to your private networks from
our secure VPN Gateways. Does not allow
Windows or the hard drive to run at the
same time on the home machine.
Advanced Security
X509 Certificate on board, encrypted OS
core files in a read only format and
cannot be altered in any way. Virtualization
can be detected and disabled.
Embedded Live Video Monitoring
Launches high quality video link between
managers and their agents.
Embedded Finger Print Login
Operates entirely separate from Windows
OS.

31. LiveXchange Agent Access OS
Instantly Transforms Any PC Into
A Secure Remote Workstation.
Boot from Disc Linux Based Hardened
OS
Agent Access boots into ram and disables
the resident hard drive, printer ports,
peripheral ports, devices & drives.
Connects to your private networks from
our secure VPN Gateways. Does not allow
Windows or the hard drive to run at the
same time on the home machine.
Advanced Security
X509 Certificate on board, encrypted OS
core files in a read only format and
cannot be altered in any way. Virtualization
can be detected and disabled.
Embedded Live Video Monitoring
Launches high quality video link between
managers and their agents.
Embedded Finger Print Login
Operates entirely separate from Windows
OS.

32. LiveXchange Agent Access OS
Instantly Transforms Any PC Into
A Secure Remote Workstation.
Easy To Use Desktop
A propose built agent
desktop keeps agents
organized and
streamlines access to
applications.
Hot Buttons Securely
Launch Applications
Each desktop is set up
uniquely for your needs.
Agents can build 4
different desktop sub
configurations on-the-fly
for personalized
efficiency.

33. Living Proof. The Results Of LiveXchange Clients.

34. PaySource.
The Third Party Invoicing & Payment System That Seals
The Independent Agent Relationship.

35. Any New Model Of Agent Labor Distribution
Has To Be Green.
No Bricks And Mortar.
No Commuting Agents.
No Carbon Emissions.
Private & Confidential © LiveXchange 2002-2009 Canadian, U.S. International Patents Pending

36. Looking For A Way Home?
Global Home Agent & Virtual Contact Centre Solutions.
www.liveXchange.com
www.contractXchange.com
Brian Pritchard Email: bpritchard@livexchange.com
Managing Director Phone: (0) 191 335 4300
Private & Confidential © LiveXchange 2002-2009 Canadian, U.S. International Patents Pending