OnState CommunicationsOn-Demand, Business Presence

Communication Solutions

“Full VirtualCustomer Collaboration

and Contact Center Management"

+1.617.934.0381+1.866.532.5036www.onstate.com

Agenda

• OnState Background

• Why the Cloud?

• How OnState Works

• Application Examples

• Q & A

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.

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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

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Cloud Call CentersAlso 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

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Why Go To The Cloud?

1. Frequency of updates

2. Reduced Cost and Complexity

3. Flexibility and Scaling

4. Workforce Virtualization

5. Inherent Resiliency

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1. Frequency of Updates

Old Model Cloud Model

• Software installed on cliento Updates must be

installed on every client

• Software based in cloudo Frequent updates and

increased responsiveness

Cost Comparison – Small System

Lower Cost, No CAPEX,

No Commitment Credit-Card Ease

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)

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2. Reduced Cost and Complexity

Cost Comparison – Large System

Savings more stunning with

scale.

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)

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$000’s

2. Reduced Cost and Complexity

Premise Solutions

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2. Reduced Cost and Complexity

Lots of Hardware = Lots of $$$Lots of management

No hardware = Low pay as you goDashboard management

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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

4. Workforce VirtualizationOnState manages sessions over a variety of networks for

ultimate scale and economics

5. Inherent ResiliencyEmployees can work from any location where they can access a

phone, mobile device and/or the Internet

Evolution of the Call Center1980s Client/Server Models 2010+

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 employeeswastes bandwidth, minutes, money

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.

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

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 VirtualizationNo 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 platform18

OnState Benefits

Your Customers – Multiple Modes

Your Employees – Multiple Devices/Locations

Soft PhonesVoIM Apps

Existing PBXSIP, VoIP, TDM

Mobile Phones,Landlines

Presence Data

Conversation Routing and Mgt

SignalControl

Soft PhonesVoIM Apps

Existing PBXSIP, VoIP, TDM

Mobile Phones,Landlines

Presence Data

Customer Chats can Instantly Transition to Interactive Screen Share

We Control People, Networks, and their Devices

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•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

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

Monitoring and Reporting

User Presence

User Presence

Real-Time Metrics

Real-Time Metrics

Real-Time Views

Real-Time Views

Current Conversation

List

Current Conversation

List

User PortalOnState 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.

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OnState User Interface

"All Calls May Be Recorded"Secure

Public/Private Cloud Storage

Secure Public/Private Cloud Storage

All calls and chats are automatically recorded by OnState. Users can be located anywhere on the Internet.

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

Managers can access calls and chats in multiple ways, including email, the Web, insides Salesforce.com

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Collaborative CC Management

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Voice, Chat, Video Recordings Stored as Collaborative Docs

Reporting via Google Data APIs,Collaborative Spreadsheets

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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

Team / Group Presence, voice, and chat/IM

Video

Email

FaxVoicemail

Chat

Shared Docs

OnState adds Enterprise-Grade Unified Communication capabilities to GApps

Workflow Controls Next | Previous | Conf | Consult | Tag

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Google Integration

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Google Campaign Mgt Option

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