BT Contact:Relationships that Grow

Stephen Bruce, Business Dev. Team LeadMatt Corso, BT Advise Practice Director

Building the next generation of BT Global Services 2

Customer Challenges: Improving “Customer Experience”

Voice

Web Chat

VoIP

SMS /MMS

E-mail

‘Call me’

Video

Social Media

Contact Centers

Branch Offices

Remote Workers

Mobile Workers

Home Workers

HQ

Changing Consumers Delivery Models

• Different contact center platforms across the globe

• End of Life global contact center infrastructure

• Delayed refreshes and upgrades due to budget – limited capex

• Strategic shift towards hosted

• Disparate IVR platforms and sub-optimal self service

• Multiple inbound (toll-free) carriers, high call transport costs

• Need to support Lync Conferencing access globally

• Poor multichannel integration

• Limited 360 view of customer metrics

Technology & Operations

Building the next generation of BT Global Services 3

Significant & Underpenetrated Opportunity in the US

Source: IDC 2012-13

• US&C companies represent the largest Contact Center spend by far

• $ 100M+ in US&C Wins past 24 Mo. demonstrates leading BT capabilities & ability to win top companies

• Profitable: high margins / EBITDA

• Underpenetrated – BT Contact <%5 US&C Sales Pipeline

• Requires sustained and focused AM engagement to qualify new business

Worldwide Contact Center/CRM Market

Building the next generation of BT Global Services 4

BT Contact Portfolio: Key Capabilities with Linkage to Advise

Improve intelligence with cloud -based Workforce Optimization (WFO) and contact recording

Cloud ContactCloud ContactDeliver multi-media contact centers anywhere in the world, on a flexible basis

Improve customer experience and reduce

costs with multi-channel Self-Service options

Onsite ContactBespoke premises

solutions to serve customers more productively and

profitably; complex deals

Advise ContactProfessional services expertise for contact center assessment, design and deployment support

Inbound ContactInbound ContactWorld’s largest inbound voice network with coverage from 170+ countries

Auto ContactAuto ContactOptimize Contact

BT Contact Portfolio Duration TOV EBIT Sales Cycle

Inbound Contact 1-5 yrs $500k - $25M High 1 to 3 mths

Auto Contact 3-5 yrs $1M - $15M High 3 to 6 mths

Cloud Contact Next Gen 3-5 yrs $5M – $10M Med-High 3 to 6 mths

Cloud Contact Cisco 5-7 yrs $10M - $30M Med-High 6 to 9 mths

BT Advise Contact Duration TOV EBIT Sales CycleRapid Assessment / Facilitated Workshops 1 to 4 wks Varies on scope Med-High 3 to 6 wks

Contact Center Strategic Assessment 4 to 8 wks $100k - $500k Med-High 8 to 12 wks

Contact Center Implementation & Deployment 4 to 12mths+ $250k - $10M+ Med-High 6 to 12 mths

Building the next generation of BT Global Services 5

BT Contact: Target Customers

• Global markets/international traffic

• Multiple contact centers

• B2C or high transaction

• EOL contact center technology

• Expanding or consolidating centers

• Centralized conferencing/Lync applications

• 100+ Agents Minimum for Cloud

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US&C Win Example: ExxonMobil

BT Cloud Contact Cisco – Incremental Business

• BT Cloud Contact Cisco solution to replace ExxonMobil’s premises-based infrastructure

• Supports 1500 contact center agents in 8 sites across globe.

• Includes BT IP Connect and Optimize Contact services for hosted Workforce Optimization (WFO)

• While BT does not manage global WAN, won vs. OBS & AT&T

• Upfront PS engagement TOV: $500K established credibility

• BT Cloud Contact Cisco Win TOV: $26M

• Additional Inbound TOV: $7.5M

• Further business in 14/15

Building the next generation of BT Global Services 7

US&C Win Example: Fuzebox Software

BT Inbound Contact Win - New Business

• FuzeBox is emerging cloud based collaboration provider headquartered in Silicon Valley

• Selected BT for Inbound Contact for 90+ call origination numbers to support global web conferencing solution across 50+ countries in Europe, APAC and LATAM

• BT IP Connect utilized for SIP DAL connectivity to support both Inbound Contact Global and BT One Voice outbound

• Win secured with a <60 day sales cycle

• Demonstrates power of integrated cross-portfolio solution, combined with strong account relationships

• TOV: $6M

Building the next generation of BT Global Services 8

BT Advise Contact: Custom Professional Services for Large, Complex Environments

Gap analysis and maturity model tools, self service readiness, contact value analysis, hosted cost comparison / ROI tools

Gap analysis and maturity model tools, self service readiness, contact value analysis, hosted cost comparison / ROI tools

Contact Center assessment or facilitated workshops in collaboration with cross functional stakeholders. Addresses how effectively contact centers are performing and identifies areas for improvement across key areas -- based on specific customer goals. Can define general strategies and quick hits for improving operations; identifying and prioritizing improvements, and developing benefits case for BT Contact managed services

Contact Center assessment or facilitated workshops in collaboration with cross functional stakeholders. Addresses how effectively contact centers are performing and identifies areas for improvement across key areas -- based on specific customer goals. Can define general strategies and quick hits for improving operations; identifying and prioritizing improvements, and developing benefits case for BT Contact managed services

Rapid Assessments & Facilitated WorkshopsRapid Assessments & Facilitated Workshops

Engagement TypeEngagement Type MethodologyMethodology Service DescriptionService Description

Above tools and accelerators with on-site data analysis, interviews and observations; operating model design

Above tools and accelerators with on-site data analysis, interviews and observations; operating model design

A strategic on-site analysis of an organization’s global contact center operations. This deep dive engagement looks at strategic, operational and technical components, evaluates contact management, and defines a target operating model and a supporting infrastructure and technology roadmap.

A strategic on-site analysis of an organization’s global contact center operations. This deep dive engagement looks at strategic, operational and technical components, evaluates contact management, and defines a target operating model and a supporting infrastructure and technology roadmap.

BT Contact Center Strategic Assessment BT Contact Center Strategic Assessment

Custom readiness and deployment framework and BT Program & Project Management Method (PPM)Vertical Best Practices

Custom readiness and deployment framework and BT Program & Project Management Method (PPM)Vertical Best Practices

Contact Center Implementation services focus on planning and deploying best-of-breed technology to help improve customer contact management across distributed operations. These custom services enable design and deployment of leading technologies across premises, hosted and hybrid models. Supports strategies and roadmaps for consolidation, virtualization, and next generation capabilities.

Contact Center Implementation services focus on planning and deploying best-of-breed technology to help improve customer contact management across distributed operations. These custom services enable design and deployment of leading technologies across premises, hosted and hybrid models. Supports strategies and roadmaps for consolidation, virtualization, and next generation capabilities.

BT Contact Center Implementation & Custom Deployment

BT Contact Center Implementation & Custom Deployment

GS Process Management; Trouble to Resolve processesChange ManagementITIL; CIP; PMP

GS Process Management; Trouble to Resolve processesChange ManagementITIL; CIP; PMP

Global Services offering to provide service operations and business continuity to BT Contact customers with focused core competencies (e.g., BT Cloud Contact Cisco)Global Services offering to provide service operations and business continuity to BT Contact customers with focused core competencies (e.g., BT Cloud Contact Cisco)

BT Contact Center In Life Support (Global Service Management)

BT Contact Center In Life Support (Global Service Management)

Building the next generation of BT Global Services 9

BT Contact: Common Questions

What percentage of inbound needs to be international to be a good candidate for BT Inbound Contact?• While we are now competitive on US-US traffic, generally most competitive with

30%+ international origination or termination

Do we offer SIP termination for Inbound?• Yes, SIP DAL termination is available from a growing list of countries including US,

Canada, Germany, Netherlands, Australia

What is the minimum number of “seats” for BT hosted contact center services?• 100+ concurrent agents for Cloud Contact Next Gen and 300+ concurrent

agents for Cloud Contact Cisco

Do we sell contact center CPE in the US&C?• Bespoke basis only; primary focus is network-based solutions

When should we be discussing BT Advise Contact?• When there is “line of sight” to a potential BT Contact managed services

solution – i.e. a large, globally distributed contact center estate

Building the next generation of BT Global Services 10

BT Contact: US&C Sales Support

Useful LinksBT Contact Portfolio Intranethttps://intra.bt.com/bt/globalservices/salesportal/propositions/crm/pages/index.aspx

BT Contact Sales Portal https://intra.bt.com/bt/globalservices/salesportal/sales/market_movers/bt_contact/pages/index.aspx