Cisco Customer Contact

© 2001, Cisco Systems, Inc. All rights reserved. 1 IP Communications System—Optimizes Business Communications u Leverage Cisco Architecture for Voice, Cisco AVVID Video and Integrated Data (AVVID): an enterprise wide, open, standards based architecture u Deliver cost effective, reliable systems that scale with the organizations needs u Maximize productivity and enhance IP Voice customer Telephony InfrastructureInfrastructure service IPIP Contact Video/Audio u Leverage the Unified Center conferencing data network Communications conferencing investment

To enable superior productivity and loyalty for our customers through world-class IP Contact Center Solutions Employees

Suppliers Partners

Customers

• Provide voice solutions that bridge TDM-to-IP network evolution • Drive multi-channel integration Seamlessly integrate multiple interaction channels (phone, VoIP, Web, email) in “virtual” contact center solutions • Drive an open software platform that enables “best of breed” ecosystem application and deployment partners • Reconstruct voice infrastructure components in a converged environment: ACDs, IVRs, intelligent networking technologies

Voice/Data CRM IVR WFM Recorders

AIT Limited Apex Voice Comverse Infosys Aspect - TCS Broadbase SW Aspect - VoiceTek Dictaphone Blue Pumpkin Broad Daylight Aumtech Envision Telephony IEX Call CTI Edify e-Talk Newmetrics Center Point Sol. Epos Eyretel Chordiant SW Facetime Com. Mercom Systems Cicero Tech. iBasis Nice Systems Others eLoyalty IBM – Direct Talk Thales Contact E.piphany Intervoice-Brite Solutions Graham Tech. Passcom Witness Systems eGain – Chat Kana Periphonics eshare – Dialer Neural Act SW Sonexis exony – Reporting/ New Channel Spanlink Interfacing Oracle Syntellect Crystal Voice – Pegasystems Telera Realtime VoIP PeopleSoft TellMe Networks Inova – Mssg. Board Point Info Systems TellnGo SYMON – Mssg. Siebel Varetis Board Spider Technologies Virtual Hold Tech. IP Blue – Desktop YOUcentric Voxtron Turret Presentation_ID © 2001, Cisco Systems, Inc. All rights reserved. 6 CCBU Products and Solutions

• Cisco ICM & NAM Provides multi-media customer contact routing, queuing & reporting for TDM & IP networks • Cisco IP Contact Center (IPCC) Combines software ACD functionality with IP telephony in a unified solution • Cisco CTI Delivers business intelligence to the agent desktop and CRM applications • Cisco E-Mail Manager Enables integrated e-mail response management • Cisco Collaboration Server Delivers integrated Web collaboration & chat services • Cisco Internet Service Node Web-based queuing platform for voice response services

Agent Desktop Integration Network Pre and Post Routing

Scripting and Central Management Real Time and Historical Reporting

Intelligent Agent Contact Desktop Management

Integrated CallManager Voice Response

• The vision and experience for Internet-powering the customer’s business • The ability to execute on that vision with the strongest integrated solutions and products • The ability to evolve as the customer’s business and networking capabilities converge • Ecosystem partners to provide solutions for specific business requirements • Unparalleled commitment to customer service

Spiegel Telecom New Zealand Computer Sciences Corp. 1-800-FLOWERS Cheap Tickets Access Health Barclay Call Abbey National Trailblazer Health Enterprises Norwest Mortgage Rosenbluth International Aegon USA United Healthcare Call Interactive Escape Transition Starwood/ITT Lands’ EndEnd Household Credit Services Northwest Airlines Atos Multimedia Travelers Orange Cable & Wireless West Teleservices AUCS Wachovia Royal & SunAlliance CIBC Airtel JCPenney U.S. Postal Service Allstate Fisher Scientific First Direct Bank CAIS Internet SDV National Westminster Victoria’s Secret Deluxe Corporation Continental Airlines AT&T Applied Card Systems PHCS First Union National Bank American Airlines France Telecom Worldspan Sprint Fidelity Sun Life Federal Express USA Today Convergys America Online American Express British Gas GTE British Airways Metris Cendant UUNet Citicorp Chase Aetna Progressive Insurance GMAC Protection One Montgomery Ward Sears First USA Air Tours Dell Computer Gateway Privilege Insurance Fingerhut Qualiphone Wells Fargo Energis British Telecom IBM Toshiba Excel Communications Compaq Census Bureau First Allmerica Financial USA Group Damark International Pacific Gas & Electric Whitbread Internal Revenue Service Freemans Internal Revenue Service Delta Airlines United Parcel Service GE Capital Providian Financial JazzTel American Century Retevision Worldnet Capital One Staples Prudential Insurance MBNA State of California GEICO Direct Amerix Carlson Wagonlit Travel Bell Canada Oriental Trading Presentation_IDUS Airways© 2001, Cisco Systems, Inc. All rights reserved.Marriott International Franklin Resources Con Edison 13 Cisco is Committed:

• John Chambers “We are totally committed to the customer contact business and will invest for success” • Investing for success Strong Management team Adding 50 new DE resources by end of 2002 Strong product roadmap