Evolution of Call Center PlatformsA successful business must always be prepared to meet the ultimate satisfaction of customers. Many businesses try to respond to their customer requests through call center platforms. Currently, Call Center Platforms are evolving into Multi Contact Centers to keep up with the rapid changes in customer needs in communication technologies.

The key phrase of success"Customer Satisfaction in all Communications."

NEXUS CTMP Suite V3.0 We help you manage effective customer interactions.

New Network Paradigm

IP Telephony

A customer contact center platform with completely integrated Internet functions!

Nexus

Contact Center & CIM SolutionThe Customer Interaction Management (CIM) Solution is a group of integrated products and services. It uses a wide range of media to make both inbound and outbound contacts possible between a business and its customers or potential customers. This solution is essential when upgrading conventional call centers to contact centers.

Why We Need Contact Centers- Customers are becoming more and more familiar with new contact

channels such as Voice, Fax, e-mail, Web, Chat, Video and SMS. - Conventional call center systems do not support new contact channels that enable interactive customer communications.

- There is an ever-stronger demand for increased corporate contact channels for high-quality customer service.

- The demand for high-quality customer service and increased corporate contact channels is growing rapidly.

Call Centers are evolving into Multi Channel Contact Centers with thegrowth of e-Businesses and increasing use of multimedia for customercommunications.

Advanced Multi CIM Solution

5M Multi Media-CIM Solution CTMP Suite V3.0 is a new CIM total solution package that allows you to freely select or integrate Internet-contact functions. Includes PSTN phone, VoIP, Chat, e-mail, Video and Escorted Browsing all based on itshigh-end CTI.

Multi Blending-CIM SolutionEnables a variety of media-blending services. It enables contact centers to provide callback service by phoneand additional information by e-mail or SMS to their customers who have sought initial contact through internet.CTMP Suite V3.0 also has blending funtions that blend inbound/outbound task.

Multi Area-CIM Solution For contact center operations with locations around the world, the use of CTMP Suite V3.0 maximizes theefficiency of the entire system. It continuously monitors the load balance of calls for each site. It will routecalls to less-congested sites, reducing waiting time at each site and minimizing the number of abandonedcalls.

Multi Device-CIM SolutionDesigned to support a variety of multiple PBXs in a contact center at the same time, CTMP Suite V3.0provides unlimited capacity. The installation and selection of additional connection to other PBXs is possibleat any time necessary.

Multi Scale-CIM Solution This is the optimal solution for small to medium, and even large sites as it gives you unlimited freedom toextend systems and resources.

CTMP Suite V3.0 has been further upgraded to be the optimal CIM solution. It is the next generation multi-contact center solution to ensure higher customer satisfaction and efficient center operation.

Multi Contact Center System Configuration

Overview CIM Solution - Features·Mixed media routing & queuing·Unified configuration, management and reporting·Open-end Interface with network infrastructure and 3rd party application

Internet ERMS Outbound Inbound Monitor Analyzer

CTI server

Composition of CTMP Suite V3.0

Interoperable Peripheral System CTMP Suite V3.0 supports free interoperability with a wide variety of 1st party and 3rd party solutions. The customer contact platform is an integrated system of technology for the purpose of interfacingvarious types of equipments. For user convenience, it focuses on the smooth interoperability betweensystems and can support a greater range of information.

CTI Link & PBX ASAI: AVAYA PBX Symposium Link: Nortel PBXCSTA: All models of PBXs using CSTA including LG PBX, SIEMENS PBX, Rockwell PBX, Ericson PBX OAI Link: NEC PBXSamsung IP-PCX IAP

IVRAll IVR models in and out of Korea

VRSAll VRS models in and out of Korea

RDBMSOracle, SQL Server, Sybase, Informix, DB II, etc.

OSServer: AIX, Compaq Tru 64 UNIX, HP-UX, Linux, SCO UNIX, Solaris, Windows NT/2000/XP/2003 Client: Windows NT/95/98/ME/2000/XP/2003

CRMAll CRM solution products including Siebel, KANA, SAP, Oracle, Vantive

OthersUMS, SMS, GPS/GIS, direct linkage with voice-recognizing solution

Provision of diversified environment for developmentCAPI(DLL), ActiveX, Java Class, etc., TAPI, TSAPI

Packages It is essential to respond rapidly to customer needs and requirements and do so efficiently. Nexus CTMP SuiteV3.0 CIM solution package consists of 14 modules needed for interactive management between business andcustomers.

▶Server Engine (single/ multi-site contact center ready)▶Easy integration with PBX, application, IVR, recording device▶Center call management and call event processing ▶Complete resource management

CCSE CTMP Center Server Engine

▶Real-time center monitoring program for supervisors▶Center call/resource monitoring ▶Multi-Channel call monitoring ▶Agent, IVR, Queue, Trunk activity Data▶Intra-Messaging features

CCPM CTMP Center Performance Monitor

▶Self-monitoring program for agents▶Agent status/activity monitoring▶Intra-Messaging features

CAPM CTMP Agent Performance Monitor

▶Statistics Reporting for contact centers▶Analysis of real-time and historical call statistics(periodic/condition)▶300 reports and graphs for center status and activities▶Scheduled report generating and printing ▶Exportable spreadsheet(Excel& Word)

CCPA CTMP Center Performance Analyzer

▶Intelligent call routing program▶Multi-site routing ▶In/Outbound automatic blending▶Agent grouping by customer level, agent skill, agent activity▶Routing scenario and schedule based intelligent call routing

CICR CTMP Intelligent Call Router

▶Resource management /call routing script for supervisors▶Complete Call Center Equipment and Resource Management ▶Skill based blending ▶Assign customer level ▶In/Outbound blending

CCCM CTMP Center Configuration Manager

▶Intelligent campaign management for supervisors▶Template/campaign strategy application and status management ▶Real-time template/campaign monitoring and reporting▶List Manager features(list processing and extraction)

CICS CTMP Intelligent Campaign Studio

▶Management program for inbound internet(VolP, e-mail, Chat) calls ▶Integrated internet media such as VoIP, Video & Text chat, e-mail▶URL Push, Escorted Browsing, co-navigation▶Web Callback ▶VPN/Firewall Friendly

CICM CTMP Internet Call Manager

▶Automatic response/response library/ response combining features ▶e-mail handling status & data▶Intelligent e-mail system for contact centers▶Intelligent mail routing according to natural language search and analysis

CIMS CTMP Intelligent Mailing System

▶Intelligent e-mail survey system for contact centers ▶On-line survey analysis and statistics ▶e-mail based campaign management▶Extraction of multiple answered customer data

CMSS CTMP e-mail Survey System

▶Internet Telephony Gateway ▶Gateway & Gatekeeper in one▶Supports standard H.323 protocol▶Excellent sound quality and high compression rate▶Supports channels 4/8/16, E1, T1

CITG CTMP Internet Telephony Gateway

CIOD CTMP Intelligent Outbound Dialer

CIDS CTMP Intelligent Dialing System

▶Intelligent outbound engine ▶Callback Reserve▶Accurate call routing based on agent status, project priority ▶Various dialing methods - Power Dialing

- Progressive Dialing- Predictive Dialing

▶Intelligent dialing program▶Real-time monitoring of outbound process▶Executes actual dialing with CIOD▶Over 98% detection rate

(Voice, Machine, Busy, No Answer, Fax & Modem)

CCOM CTMP Center Outbound Monitor

▶Real-time outbound monitoring program for supervisors▶Real-time resource status/performance monitoring▶Operating status management of each outbound server▶Display current center status change

Applicable FieldsVirtually all businesses deal with customers. Every business has its consumers and therefore this system is applicable to everyone who wants to provide quality customer care.

Reduction of waiting time

One-stop service

Professional agentresponse

Personalized service

Real-time monitoring of on-going business

Dynamic operation of resources

Rational evaluation of performance results

Reduction in average calling time, increasing

the number of calls processed per-agent

Intelligent call routing

Sharing of resources (inbound/outbound

blending)

An international standard system

Inter-equipment standard interface

System modularization

Systematic operation and maintenance

Customer SatisfactionCost Reduction

Maximized Center EfficiencySimplified System Management

Benefits of

WHY NEXUS?Advantages of

Customized Modular CIM PackagesNo one disputes the need for a business to have a contact center. However, it can be time consuming, and it requires abundant resources to establish a multi-function, high-performance multi-contact center. Nexus CTMP Suite V3.0 offers an optimal custom-made solution at a reasonable price.

High ReliabilityIt is ultimately the goal of Nexus CTMP Suite V3.0 to eliminate errors and guarantee stability, which iscrucial in business communications. Nexus will help you achieve "Satisfactory Customer Communications",and self-satisfaction for the agents using it.

Wide InteroperabilityA contact center is comprised of a network of various systems and equipment. Smooth and widespreadinteroperability is required between each system to provide diversified information and conveniences. CTMPSuite V3.0 provides excellent interoperability to customers and maximizes extension of applications at anaffordable price.

Complete A/S & Simple Up-GradeIt is necessary to invest in upgrading operation and maintenance of a contact center. Nexus CTMP SuiteV3.0 will always keep your contact center maintained at the highest possible standards. This is a hi-techcenter with flexible customizing service including periodical dispatch of specialist engineers, periodicalinspection, emergency trouble-shooting, and remote monitoring & control, and much more. Nexus CTMPSuite V3.0 has provision in place for constant and prompt upgrading of services.

Superior Training ProgramNexus supplies a systematic training program for partners and customers through its own training center.The product education course is recommended for efficient and optimal use of products. It is comprised of a program for each of its users including agents, supervisors, and system managers. Also, there is an introductory course on the products and technology. In addition to supplying the superiorproducts, Nexus tries to maximize the potential of its customer contact centers through custom-made training courses.

Integrated with PBX andCTI link. Center callmanagement and callevent processing

▶ Switching Function Services ▶ Status Reporting Function

Services▶ Computing Function Services▶ Bi-direction Function Services▶ CTMP Server Control Function

Services▶ CTMP Private Function Services

▶ OS : AIX, Compaq Tru64 UNIX,HP-UX, Linux, SCO UNIX,Solaris, Windows NT/2000/XP

▶ CTI Link : CSTA PhaseⅠ,Ⅱ, ASAI,Symposium Link

▶ CTI API : CAPI(DLL, LIB, ActiveX, Java, etc.), TAPI, TSAPI

Agent/call managementfor supervisors

▶ Center Object Viewer▶ Agent Status Monitor▶ Queue Status Monitor▶ Call Summary▶ Agent Status Summary▶ Linkage with CAPM▶ Message, Chat, Performance

Management▶ Internet Phone, E-mail

Chatting Status Monitor▶ ARS / Trunk Montor

▶ OS : Windows NT/98/ME/2000/XP▶ CTI Server : CCSE V3.0▶ DB Server : CCDS V3.0▶ DBMS : Informix, Oracle,

SQL Server, Sybase, DBⅡ

Various real-timeself/center monitoringfuntions

▶ Agent Performance Monitor▶ Agent Work Summary▶ Agent / Group Work Summary▶ Performance compared with goal▶ Linkage with CCPM ▶ Message, Chat, Performance

Management▶ Selectable Monitoring▶ Minibar

Detailed statisticsreporting and analysis ofcall statistics forcustomers enteringthrough various channels

▶ Decision-making for center efficiency

▶ Linkage of spreadsheets inExcel, Access, etc.

▶ Support various DBMS through DB server

▶ Call Summary▶ Agent Status Summary▶ Internet Phone, E-mail

Chatting Status Statistic▶ ARS / Trunk Statistic

CICRIntelligentRouter

Skill-based routing ofinbound calls comingthrough the PSTN andinternet.

▶ Intelligent Call Distributor▶ Skill based Call Routing▶ Multi Center Call Routing▶ Internet Call (VoIP, E-mail, Fax)▶ Scenario Real Time Apply▶ Scenario Scheduling▶ Auto Blending (Scheduling)

▶ OS : AIX, Compaq Tru64 UNIX,HP-UX, Linux, SCO UNIX, Solaris, Windows NT/2000/XP

▶ CTI Link :CSTA PhaseⅠ,Ⅱ, ASAI,Symposium Link

▶ CTI API : CAPI(DLL, LIB, ActiveX, Java, etc.), TAPI, TSAPI

Main Features Operating EnvironmentProduct OverviewClassification

CCSE

PerformanceMonitor

PerformanceAnalyzer &

Report

CenterConfiguration

Manager

CAPM

CCPM

CCPA

Resource management ofcenter and intelligent callrouting scenario

▶ Real-time agent/skillmanagement

▶ Real-time in/outbound skillmanagement

▶ Program permission configuration ▶ Real-time queue monitoring ▶ Real-time application of trunk,

agent, queue registration ▶ Scenario generating ▶ Scenario scheduling

CCCM

CTI Server

Various functions forconvenient managementof campaign according tooutbound listprocess/extraction

▶ Application and management of scenario campaign

▶ Real-time campaign monitoringand reporting

▶ List Manager(extract/modify)

▶ OS : Windows 98, ME, NT, 2000, XP▶ CTI Server : CCSE V3.0, CIOD V3.0▶ DB Server : CCDS V3.0▶ DBMS : Informix, Oracle, SQL Server,

Sybase, DBⅡ

▶ OS : AIX, Compaq Tru64 UNIX,HP-UX, Linux, SCO UNIX, Solaris,Windows NT/2000/XP

▶ CTI Link : CSTA PhaseⅠ,Ⅱ, ASAI,Symposium Link

▶ CTI API : CAPI(DLL, LIB, ActiveX, Java, etc.), TAPI, TSAPI

Accurate detection(voice.machine) and over 98%detection rate

▶ Voice, Answering Machine, No Answer, Busy, Fax & Modem Detect Function

▶ Multi system▶ O/B Real Time Monitoring

▶ OS : Windows NT / 2000 / XP▶ CTI Server : CCSE V3.0▶ Internet Telephony Gateway : CITG

▶ OS : Windows NT/2000/XP▶ LIB : CTMP API V3.0

DNA Release 5.01

▶ OS : Windows 98, ME, NT, 2000, XP▶ CTI Server : CCSE V3.0, CIOD V3.0

Management of inboundinternet-based mediasuch as VoIP, chat ande-mail

▶ VoIP Call Control▶ Text Chat▶ E-mail Routing▶ Provision of Customer

Information▶ Work While Waiting▶ Escorted Browsing▶ Web Call Back▶ Internet Call Blending

Automatic responsefunction for inbound e-mail inquiry andresponse library

▶ Intelligent FAQ▶ Natural language

classification/search▶ Response library▶ Automatic classification

of questions▶ Template management▶ Script management▶ Auto Training

CITGInternet

TelephonyGateway

Technical conversion ofinbound VoIP calls intoPSTN and integrates VoIPwith PBX

▶ FXS Analog Telephony Interface▶ FXO Analog Telephony Interface▶ E&M Analog Telephony Interface▶ G3 FAX Relay▶ E1/T1 Digital Telephony Interface▶ H.323 (G.723. 1, G.727,G.726)

Vocodec

▶ OS : Windows NT/2000/XP▶ Internet Call Manager : CICM V3.0

CMSSe-mail SurveySystem

e-mail based campaignsand CRM integration

▶ On-line Survey ▶ e-mail Campaign▶ Real-time update of mailing list▶ Extraction of multiple answered

customer data

Main Features Operating EnvironmentProduct OverviewClassfication

CICS

IntelligentDialingSystem

Internet CallManager

E-mailResponse

ManagementSystem

CICM

CIDS

Real-time monitoring ofresource status/performance and centeroutbound status

▶ Real-time outbound monitoring ▶ Real-time resource status and

performance monitoring▶ Operating status of outbound

server▶ Mark center status change

OutboundMonitor CCOM

CIMS

IntelligentCampaign

Studio

Various outbound dialingmethods and outbound/callback features

▶ Project Manager▶ Campaign Manager▶ Power Dialing▶ Progressive Dialing▶ Predictive Dialing▶ Call Blending Manager

CIODIntelligentOutbound

Dialer

▶ OS : AIX, Compaq Tru64, UNIX, HP-UX, Linux, SCO UNIX, Solaris, Windows NT / 2000 / XP

▶ CTI Server : CCSE V3.0

ⓒ2004 NEXUS COMMUNITY INC. All rights reserved. CTMP Suite V 3.0 and the NEXUS COMMUNITY Logo are trade marks of NEXUS COMMUNITY INC. and may be registered in certain juridictions.

NEXUS COMMUNITY INC.11F., Sae-a Bldg., 946-12, Daechi-dong, Kangnam-ku, Seoul, KoreaTEL.+82-2-6240-2580 FAX.+82-2-6240-2588http://www.nexus.co.kr

Product Info : Tel 82-2-6240-2531, email obkbt@nexus.co.krPartnership : Tel 82-2-6240-2541, email mkbt@nexus.co.krTechSupport : Tel 82-2-6240-2551, email support@nexus.co.kr

Customer Interaction Management·

Computer Telephony Integration·

Multi Contact Center·

Outbound Campaign·

IP Contact Center·

Work Force Management