Empirix Presentation at NECCF

1. Global headquarters in Bedford, MA USA Regional headquarters in Europe (UK) and Asia (Japan) Industry pioneer, originally as Hammer Technologies, founded 1992 Strong balance sheet; no debt Company Overview Empirix leads the market in service quality assurance solutions for new IP communications

2. Discover and remedy customer and agent impacting issues before deployment Save Costs: less expensive and easier to address problems prior to go-live Mitigate the risk of network failure Reduce time to deployment Proactively identify customer and agent impacting events in production Be confident about quality of experience Avoid outages Minimize the impact of outages and slowdowns Gain measurable returns Improved customer and agent satisfaction Reduce customer churn Shorten time to profitable business operations Reduced toll charges and infrastructure costs Increased service level compliance Customer Value Proposition

5. Fast busy

6. Ring NA

7. Dropped calls

8. Excessive silence

9. Wrong/slow response

10. Host query

11. Config issues

12. Routing

13. No data

14. Wrong data

15. Slow data

16. Slow screen pop

17. Agent desktop performanceEnsuring the End-to-End Customer Experience IVR Performance CTI/Routing Performance End to End Performance and Voice Quality

19. Test end-to-end: carrier, PBX, IVR, CTI, CRM, Call Manager, and agent endpoints

21. Isolate performance issues at the tested layer and avoid the “needle in a haystack” approach to troubleshooting problems

23. Happy customers

25. Load balancing

26. Voice quality (VQ)

28. Calls connected, busy, ring and no answer

29. Two-way audio

30. PESQ VQ scoring

32. Security and attacksCarrier Capacity, Infrastructure Capacity, QoS, Data Security Voice Gateway Voice Switch Hammer Technology Voice Quality VQ Agent Data IP Phones IP Network Carrier Attacks Data Edge Technology Attacks

34. Speech recognition accuracy

35. IVR failover

37. Time to connect

38. Time to greet

40. Happy customers – satisfaction without having to speak with an agent

41. Happy management – no agent involvement; reduce costsIVR Application Testing Attacks Data Edge Technology Attacks Phase 2Testing Voice Self-Service

43. Default routing

44. CTI failover

46. CTI attached data passed

48. Positive customer experience with reduced costsData CTI Testing CTI VAS Edge Technology Attacks

50. Screen pop performance

52. Screen pop data

54. Positive customer experience with reduced costsData CTI Testing CTI VAS CRM Virtual Agent Edge Technology Attacks CTI Testing

55. Call Answer and Response Technology CRM Desktop Voice Self-Service CTI Routing Infrastructure Call Transfer, CTI Attached Data Proper Routing Screen Pop Performance, CTI Adapter Capacity, CRM Call Control Carrier Capacity, Infrastructure Capacity, QoS, Data Security Licensing, App Server Load, Backend Host Availability Call Generation Technology Voice Portal Voice Gateway Voice Switch Routing Infrastructure Hammer Technology Voice Quality VQ Agent Data VXML IVR Applications Speech Recognition Backend Host Text-to-Speech IP Phones IP Network Carrier CRM Application Server CTI Adapter Back Office Host IVR Application Testing Attacks Data CTI Testing CTI VAS CRM Virtual Agent Multi-Modal and Vulnerability Technology Edge Technology Attacks CTI Testing Getting it Right the First TimeTest Through the Layers

56. Overall Benefits Improve containment and triage of issues Prevention of customer experience failures Automate repeatable and objective Validates IVR performance, speech recognition, routing strategies, CTI data Removes human perception and delay in recognition Holistic visibility Track application performance in real-time Visual correlation of key events/metrics Capacity planning Customizable alerts, reports, and views Enable organization of information by any attribute preferred: Application, Line of Business, Geography, Technology, etc. Restrict data access (views) as necessary on a per user/group basis Event-based alerting, action plans and escalation Confidence that the network works as it should

57. We Deliver Confidence Early validation and ongoing assurance up through ‘Day 2’ Maximize communication technology investment get it right the first time Maximize business value confidence that “it works” Great customer and agent experienceretain and grow revenue Effective communications operations quality from end to end Quality is a positive customer experience, end to end. Is End-to-End Quality Assurance important to you?

58. As Contact Centers Evolve to Multi-modal Capability Evolve to IP network infrastructure Add multiple channels Unify all communications Evolution of your contact center should only improve your customers and agents’ experience Are you evolving your communication network to a converged IP/UC infrastructure? It’s all about your customer’s communications experience

59. Virtual Agent CRM Web Server End to End Testing/Monitoring CRM App Server Database CTI Driver Virtual Agent Pool Virtual Agent Routing Database CTI Automated Agent IIVR PSTN Gateway ACD/PBX Attached Data and Measurements Sync Server

61. Unavailable test dataContact Center Contact Center PSTN/IP Mixed Unlimitedcapacity

62. Brazilian service provider fined $750K in Jan 2009 for failing to comply with Government standards for contact center customer service Severe problems following a website and call center upgrade cost clothing retailer JCrew $3M in addition to lost sales and dissatisfied customers - Sept 2008 US Telco delays rollout of new CC technology due to application and system errors. Lost ~ $800Kin troubleshooting and opportunity cost - May 2008 Contact Center Issues Directly Impact Bottom Line In a production environment when self-service isn’t working properly... the cost jumps from $0.50 to $7.00 per transaction* *Yankee Group

63. Why Voice Quality is Important Voice quality is vital because it is what we expect One of the most important criteria for VoIP systems is that the voice quality be at least as good as that provided by the traditional switched telephone network. Phones are the lifeblood of organizations so they cannot afford to deploy or maintain systems with: Garbled or underwater sounds Dropped calls One way audio Long connect times When customers call, voice quality can improve or ruin the relationship Poor voice quality should never become an issue in CSAT scores or AHTs

64. Customers are encountering problems and poor performance Hanging up Frustration with menus and system Lots of tools targeted at individual systems and applications You can’t get a good indication of user experience from all the tools System failures are detected after customer complaints Conference calls are needed among system experts to diagnose and repair problems Performance history is lost Do Your Customers Have These Problems?

65. Contact Center Products Overview Hammer Test System Automated Contact Center Application Testing The unsurpassed industry standard solution for testing contact center applications. This system verifies operational performance under real-world call traffic conditions prior to the deployment of any new or upgraded application. Proactive Monitoring of Contact Center Applications These on-going contact center monitoring solutions emulate the experiences of customers and agents to help ensure the consistency and performance of voice applications and systems. Now with the Voice Quality Assurance Solution OneSight for Contact Centers™ Custom End-to-End Testing Solution Designed for any size contact center environment, this solution delivers unlimited TDM and IP call capacity, uniquely measuring the quality of experience between customers and agents - resulting in the highest quality testing of the entire infrastructure. Empirix Testing as a Service™ Leverage our Expertise Delivered by Empirix experts using our hosted Hammer equipment, our managed services offerings cover the entire deployment lifecycle from benchmarking and base lining, through pre-deployment testing, to on-going post deployment monitoring. Managed Services

66. Automated solution for testing contact center applications Thorough approach to acceptance, regression and load testing The Hammer Test System is a total hardware and software solution consisting of: Hammer CallMaster for test development, debug, scheduling and reporting Hammer G5 or FX for call generation to test VoIP and TDM systems Graphical tool for scripting and scheduling; rich set of reports Dynamic prompt and speech recognition testing for testing vendor independent speech applications Testing for measuring and characterizing voice quality over VoIP devices and networks Hammer Test System

67. Reduction of project cycle times per application deployment Test automation is faster than manual testing Increased efficiency of full time employees per testing cycle Test automation can do the work of many manual testers Manual testers therefore focus only on failed automation tests (<10%), not all tests (100%) Increased test coverage Automation increases the breadth and depth of testing, because of its efficiency Automation is the only way to effectively conduct scalability testing Higher quality applications deployed to production environment Fewer production outages Decreased cost of support Business Benefits of Hammer Test System

68. Assure the quality of the customer transaction: identify when problems occur before the customer and agent complain Detect problems early: determine where the problems are in the contact center and what you can do to fix them Identify trends: performance management reports provide a view into what is impacting the performance of your contact center What OneSight Does For You?

69. Tailored to YOUR Business Real Time Views of Your Contact Center

70. OneSight Voice Quality Assurance (VQA) Solution VQA Solution Components The OneSight Voice Quality probe is a software solution based on Empirix Hammer G5™ technology. When installed on a server or workstation, the voice quality probe registers as a phone extension within your IP-PBX and places monitoring calls to other voice quality Probes or the OneSight Voice Engine. (VQ) Probe Default VQ Dashboards and Reports Pre-built default dashboards and reports that focus on voice quality, including Successful/Failed VQ calls, Lowest MOS score; VQ Metric Trends. VQ Prompts are recorded using built-in audio diagnostics. A recording of the VQ Prompt clip for the latest monitored call is attached to each VQ transaction monitored. “Originate” and “Answer” VQ monitoring clips are separately recorded. VQ Recording SIP, Cisco SCCP, Avaya H323, Nortel UNISTim and narrow band Codecs(G711, G723, G729) Protocol Support The VQ Probe has a separate installer from OneSight. The VQ Probes can be installed anywhere inside the customer’s voice network. Separate Installer

72. VQ Probes are placed at user/agent locations; i.e. “where the phones are”

73. Actual calls are placed in order to completely replicate the customer or employee experience

74. “Pre-canned” scripts (wait for/ place a call) are available in VQ Probe

75. More sophisticated call routing scripts such as IVR navigation requires an OSVE

76. OneSight schedules the VQ monitoring calls

77. VQ Probes can be configured to originate, answer or both for VQ calls

78. All VQ Prompt clips are recorded using built-in audio diagnostics

80. Round trip time

81. Dropped, lost and duplicated packets

82. Out-of-sequence packets

83. Transmitted packets

84. Received packets

85. Recorded audio clipEasily pinpoint where the VQ problem is located

87. Recorded VQ prompt clip of the latest monitored call is attached to each VQ transaction

88. Originate and answer VQ prompts are separately recorded

89. Easy one click access to recorded VQ Prompt

90. Reference audio clip is provided to for comparisonsBy recording the VQ prompt, administrators can easily listen and verify voice quality issues of the actual placed call by clicking on an icon on the OneSight monitor status display

91. OneSight VQA Benefits Which means the customer can … OneSight® Voice Quality Assurance Proactively determine when they have a voice quality issue and diagnose the problem before users complain Places active monitoring calls to measure voice quality Accurately compare a received voice clip with a known reference, a method much more accurate than measuring IP packet impairments Probes reports the PESQ method of determining voice quality Look at lost packets, packet jitter, and packet delay, to identify what is causing poor voice quality and narrow the list of possible sources Reports packet information as well as MOS scores Quickly see the voice quality across the enterprise and customize reports to meet their unique requirements Voice quality dashboards and reports Identify infrastructure components that have an impact on voice quality and identify which ones are not performing correctly Intellisearch

93. Assure an outstanding quality experience for their callers

94. Prove that their infrastructure will perform under load from end-to-endETaaSworks within OPEX budgets to combine the power of Empirix testing products with the expertise of our consultative services to ensure the ROI of a Contact Center investment

95. Benefits to Our Customers Which means the customer can … Empirix Testing as a Service™ Measures quality of experience between customers and agents …be assured that the results of testing are describing how their contact center infrastructure is working from the customer and agent point of view quantitatively …be assured that their contact center will function properly at full call capacity because the entire infrastructure will be exercised Provides unlimited TDMand IP call capacity Provides customized testing solutions for any size contact center environment …be assured that their unique business needs aremet, and that they can realize the full ROI from their infrastructure …be assured that the test solution, the plan, the execution of the test and the preparation of the results are being completed by a company with experience testing contact centers for many industries Leverages nearly a decade of contact center testing experience Provides a cost model focused on OPEX versus CAPEX …be assured that the testing will fit into their operational budget as capital expenses are being slashed

97. Two-way voice quality to focus on the call between the agent and the customer

98. Interoperability of new IP technologies and VoIP protocols

100. Proactive hosted customer experience management solution Monitors the end-to-end performance of your voice applications and infrastructure from the caller’s perspective – from the PSTN, through the IVR, and out to an agent Measures carrier performance, host and database response times, prompt correctness, dynamic data accuracy, call quality, call routing, queue times, screen pop accuracy and timeliness Regular periodic calls Alerts when threshold is met Performance metrics from each monitoring call posted to web site Including audio recordings of failures Quickly diagnose and fix urgent problems Automatically generate summary management reports and detailed technical reports Compare performance benchmarks and issues Help identify opportunities to continuously improve performance Voice Watch® Monitoring Service

101. Reports Turn Data Into Information

102. Hammer Fleet Overview Next Generation Testing at the Edge A sophisticated and advanced next generation multiservice test system that emulates realistic behavior of users, devices in secure and unsecure network topologies, and predicts user experience within these realistic scenarios Hammer Edge™ The industry’s First SIP Trunking Service Turn-up Test Tool Easy-to-use, portable test tool that cost effectively verifies media quality, provisioned capacity and Quality-of-Service (QoS) metrics for establishing Service Level Agreement (SLA) with enterprise customers Automated Functional and Performance Testing for IPand TDM Communications Products Flexible, scalable, and comprehensive solution to verify core IP and TDM network devices, applications and services HammerG5™ and FX-TDM HammerSIP TT™ Flexible IP Network Device Emulation Advanced VoIP and IMS device emulation delivers significant test cost savings and scenario flexibility over using real devices HammerDEX™ Troubleshooting, Debug and Analysis for VoIP/IMS Networks Intuitive VoIP protocol, media analysis and diagnostics test tool designed to minimize debug time as well as identify and solve problems faster Hammer Call Analyzer™

104. VoIP & IMS leader voice, video, mobile, web, fax, IM, presence, UC

105. Products fieldproven for quality, scale, and performance

106. Deep technical expertise & focus

107. Recognized and respected

108. Industry-leadingprofessional services teams

110. Consultative approach, tailored solutions

111. Proven track record of customer success

112. Thousands of customers worldwide“Unmatched Expertise Applied” “Unabashed Customer Intimacy”