OnState Communications offers cloud-based business presence communication solutions, including virtual contact centers, with no hardware requirements and flexible, scalable options for various applications like voice, video, and chat. Founded in 2006 with established partnerships, OnState provides easy management of employee interactions while ensuring cost-effectiveness and customization without requiring substantial upfront investment. Their services allow users to work from anywhere, consolidating management, enhancing collaborations, and integrating with existing technologies seamlessly.

1. OnState Communications On-Demand, Business Presence Communication Solutions “ Full Virtual Customer Collaboration and Contact Center Management" +1.617.934.0381 +1.866.532.5036 www.onstate.com

2. Agenda OnState Background Why the Cloud? How OnState Works Application Examples Q & A

3. Company Background Headquartered in Burlington, Massachusetts Founded in 2006 Ex-Cisco Call Center Business Unit Team (GeoTel) Current partner relationships with various cloud and application providers: Google, Salesforce.com, Amazon, Skype, Verizon, Bandwidth.com, L3, IntelPeer, COLT, Counter-Path, Polycom, Digium/Asterisk, and others.

4. Service Offerings OnState composes applications by creating and modifying business and routing rules that act on Business Presence data. These are offered as packaged and custom solutions: Virtual Contact Center - Voice, Video, Chat Outbound Telesales Click-to-Call, Screenshare Network Call Recording Network IVR CRM Integration Virtual PBX

5. Cloud Call Centers Also go by: Virtual Call Centers, SaaS Call Centers, “ Hosted” Call Centers No hardware – just bring your phone or a headset Browser-based platform – cross-platform Pay As You Go (No CAPEX) – no commitments Use devices of choice – existing phones, softphones, etc. Flexible – PBX, Call Center, Chat, CRM, IVR …. Scalable – 1 > 1,000 > 1 what you need, when you need it. Secure – SAS 70

6. Why Go To The Cloud? Frequency of updates Reduced Cost and Complexity Flexibility and Scaling Workforce Virtualization Inherent Resiliency

7. 1. Frequency of Updates Old Model Cloud Model Software installed on client Updates must be installed on every client Software based in cloud Frequent updates and increased responsiveness

8. Cost Comparison – Small System Lower Cost, No CAPEX, No Commitment Credit-Card Ease Premise Solutions Configuration includes Call Center, Call Recording, Chat and Salesforce Integration, and PSO services (included in the OnState Premium Support Charge – we do not charge separately for deployment and on-going modifications. Three Year TCO, 30 Users ($000s) 2. Reduced Cost and Complexity

9. Cost Comparison – Large System Savings more stunning with scale. Premise Solutions Configuration includes Call Center, Call Recording, Chat and Salesforce Integration, and PSO services (included in the OnState Premium Support Charge – we do not charge separately for deployment and on-going modifications. Three Year TCO, 250 Users ($000s) $000’s 2. Reduced Cost and Complexity

10. Premise Solutions 2. Reduced Cost and Complexity Lots of Hardware = Lots of $$$ Lots of management No hardware = Low pay as you go Dashboard management

11. 3. Flexibility and Scaling Manage call volume with easy ramp-up and down Employees work from home like they're in the office Seamlessly integrate other cloud and premise-based solutions (CRMs, IVRs, etc.) Not just for call centers – efficiently manage all employees and customer interactions … all on one easy to manage platform with consolidated management and reporting

12. 4. Workforce Virtualization OnState manages sessions over a variety of networks for ultimate scale and economics

13. 5. Inherent Resiliency Employees can work from any location where they can access a phone, mobile device and/or the Internet

14. Evolution of the Call Center 1980s Client/Server Models 2010+

15. Evolution Step 1: Premise-Based Traditional customer premise equipment (CPE) solutions treat the network as a dumb pipe, all intelligence and device management is applied at the endpoint. With premise-based, handing mobile employees wastes bandwidth, minutes, money

16. Evolution Step 2: Hosted Hosted models just move the equipment from the customer premise to their data center. The architecture, and costs are the same and often higher.

17. Evolution Step 3: OnState True SaaS OnState separates intelligence from transport, thereby converting all existing and Internet-based solutions into intelligent communications networks, across all modalities – voice, video and chat/IM

18. OnState converts traditional networks and Internet-based solutions into virtual customer collaboration sessions, delivering: Cost savings An industry redefining price of $49.95/user/month Management of people, not phones Real-time inventory of employees, their activities, and devices to ensure callers are routed to best person available Complete Virtualization No hardware or installed software. Employees work from anywhere they can access the Internet Independence Use the infrastructure you built, enhancing it with network-based routing and features and tools like Skype and Google All-in-one platform OnState Benefits

19. Your Customers – Multiple Modes

20. Your Employees – Multiple Devices/Locations Soft Phones VoIM Apps Existing PBX SIP, VoIP, TDM Mobile Phones, Landlines Presence Data

21. OnState – Connecting Customers and Employees Signal Control Soft Phones VoIM Apps Existing PBX SIP, VoIP, TDM Mobile Phones, Landlines Presence Data

22. Conversation Routing and Mgt Signal Control Soft Phones VoIM Apps Existing PBX SIP, VoIP, TDM Mobile Phones, Landlines Presence Data

23. Customer Chats can Instantly Transition to Interactive Screen Share

24. We Control People, Networks, and their Devices Workflow Mgt Presence Mgt. Check-in Auto GeoLocation Employee Time Mgt Comprehensive Call and Chat Controls Calls can be controlled at both the network and the device level. Salesforce, GApps integration Multi-Device Mgt

25. Conversation Routing Comprehensive capabilities, for single users, groups or call centers: Skills-based routing Delegation/ Response Teams Queue Treatment Professional Greetings Voicemail Support for Mobile Phones and Landlines

26. Monitoring and Reporting User Presence Real-Time Metrics Real-Time Views Current Conversation List

27. User Portal OnState AnyWhere can serve as a container for a variety of business applications: Salesforce.com Google Talk Interactive Screenshare In addition users have access to a variety of elements: Conversation History Customer Service Stats – calls in queue, service levels, users logged-in, etc. Personal Queue – conversations can be queued for a specific user, in addition to skilled calls Call Info – complete details on the current conversation, including caller data and links to CRM or other records. OnState User Interface

28. "All Calls May Be Recorded" Secure Public/Private Cloud Storage All calls and chats are automatically recorded by OnState. Users can be located anywhere on the Internet. Managers can access calls and chats in multiple ways, including email, the Web, insides Salesforce.com

29. Collaborative CC Management Voice, Chat, Video Recordings Stored as Collaborative Docs Reporting via Google Data APIs, Collaborative Spreadsheets

30. CRM Integration Full details regarding the conversation (voice, video or chat) are automatically logged, including links to the actual chat transcript or recording of the conversation! Native Force.com App, no client code! Integrated Outbound

31. Team / Group Presence, voice, and chat/IM Video Email Fax Voicemail Chat Shared Docs OnState adds Enterprise-Grade Unified Communication capabilities to GApps Workflow Controls Next | Previous | Conf | Consult | Tag Google Integration

32. Google Campaign Mgt Option

33. OnState Communications First true SaaS call center and PBX offering that uses Business Presence to monitor workforce availability so customers are connected to the right employee at the right time Use existing telephony equipment, SIP, Google, and Skype Low price and TCO, with deployment in minutes Request a Free Trial at: http://www.onstate.com/trial +1.617.934.0381