Collaboration SolutionS

1 . 8 0 0 . i n S i G H t t i n S i G H t. C o m

Unified Contact Center Solutions OverviewIn today’s business environment, companies are looking for ways to reduce business costs, improve operational efficiency, and improve customer response. Insight Networking’s Unified Contact Center Solutions are designed to exceed these goals by delivering intelligent contact routing, call treatment, network-to-desktop computer telephony integration (CTI), and multichannel contact management over an IP infrastructure. It combines multichannel automatic call distributor (ACD) functionality with IP telephony in a unified solution, enabling your company to rapidly deploy a distributed contact center infrastructure. All this provides powerful collaboration tools that transform customer care from simple phone transactions to unique, rich customer experiences.

Unified Contact Center Solutions Benefits •Gainacompetitiveadvantageinthemarketplacebyimplementingacentralized

intelligent contact management platform. Take advantage of enterprise level reporting,centralizedadministration,andsupportandmaintenancecontracts.

•TakeadvantageofyourIPnetworkinvestmentcreatingavirtualcontactcenterindependent of physical location.

•Moveyourbusinessclosertoyourcustomer.Customersdemandmultipleaccesschannels to acquire assistance, customer service and to place orders. They require it real-time and seamlessly.

•ContactCenteroperationsareaboutmeasuringtransactiontimes,improvingprofitability and improving customer satisfaction. Improving your agent tools and capabilities can dramatically increase their productivity and increase your bottom line.

Our Proven MethodologyWe combined Insight Networking’s world class Contact Center, Unified Communications and IP Networking services with industry leading contact center technology providing business transformation, which allows companies to obtain a competitive advantage in the marketplace

Our approach: Review and Plan – Conduct a series of interviews to thoroughly understand your business goals and objectives. Develop a comprehensive plan to meet your business goals and objectives.

Unified Contact Center Solutions

Unified COntaCt CenteR OffeRingS

•BusinessPlanningWorkshops

•ContactCenterAssessments

•ContactCenterDesignServices

•ContactCenterImplementations

•ContactCenterUpgrades

•ContactCenterApplicationDevelopment

•CustomReporting/Metrics •IVR/SelfService •CTI •Administration •DBIntegrations •CRMIntegrations •WebIntegrations

•TechnologyMigrationPlanning

•InsightManagedSMContactCenter

aBOUt inSight

Insight is a technology solutions provider serving global and local clients in 190 countries. Today, thousands of clients, including morethan80percentoftheGlobalFortune 500, rely on Insight to acquire, implement and manage technology solutions to empower their business. Insight provides software and licensing services globally. In addition, we offer a comprehensive portfolio which also includes networking, hardware and value added services for our clients in North America and the U.K. We are aggressively expanding our global capabilities by introducing new offerings, including hardware and services, to meet emerging needs for our clients worldwide.

1 . 8 0 0 . i n S i G H t t i n S i G H t. C o m

design, implement, Operate – Design a solution that will support the business plan, deploy an integrated solution meeting your business objectives, and ensure there is an operation plan for the provided solution.

Support and train – Provide implementation support for Unified Contact Center solution and trainuseronadministrativetasks–and/orprovideremotemanagedservicesforIP-basedContact Center.

Our success criteria: •Business Stakeholders–Businessownersengagedearlyintheprocessandownpartof

the purchase decision • Contact Center assessment – Assessment performed to understand business goals and

objectives and determine technical preparedness •Communicate Change-Businessprocessandtechnologychangesarecommunicated

and embraced •Operational Plan – An operational plan discussed and agreed on prior to

implementation •Project Management–ProjectManagementoversightprovidedbyboththecustomer

and partner throughout the project •total Cost of Ownership – Capital investment, contingencies and operational expenses

fully understood and agreed upon prior to project initiation

Succ ess StoriesWe have successfully developed contact center strategies for a wide range of industries and for a wide range of clients – from Fortune 500 companies to rapidly emerging businesses.

•nationwide Waste Management Company – Developed multi-site Unified Contact Center solutionutilizinglocationbasedcontactrouting,enhancingcustomerserviceandworkforceproductivity;providedcentralizedmanagementandenterprise-widecustomercontact reporting

•Large retail organization in the Midwest – Deployed multi-channel contact management and enhanced agent interface

•global agricultural Biotech Company – Implemented intelligent contact management platform increasing workforce productivity and customer 1st call resolution

•Large energy Company in the Midwest – Designed and implemented an enterprise-wide Unified Contact Center and Unified Communication system

Insight and the Insight logo are registered trademarks of Insight Direct USA, Inc. All other trademarks, registered trademarks, photos, logos and illustrations are the property of their respective owners. ©2010, Insight Direct USA, Inc. All rights reserved. Updated 7.10. 10-10790

fast facts•CiscoGoldCertifiedPartner•HPPlatinumPartner•IBMPremierBusinessPartner•LenovoPremierBusinessPartner•MicrosoftGoldCertifiedPartner•LifecycleManagementServices•ISO9001:2008IntegrationLabs

•AdvancedTechnologyLabs•ITManagementServiceswitha24x7

Network Operations Center•432,000squarefootDistributionCenter•$130M‘readytoship’inventory,$3.3B

virtual inventory•2,500+technicalcertifications