1. To Cloud or Not To Cloud the bigContact Centre QuestionPani Harito, Territory Manager South Africa

2. Who we are and what we do 3. MissionFounded in 1994by Dr. Don Brown 4. Global CoverageOver 6,000 customersin 96 countries 5. Since 1994All-in-One, All-SoftwareSolid Exec. Team Origin35+ Offices20 Countries1800 Employees ReachIn SA since 2001>50 employeesSMaleas,r Skueptpsort>6,000 Customers100+ CountriesDeep Vertical Focus CustomersGlobal Ecosystem forSupport and ServiceCloud or Premises Distribution$318M in 201334% growthNo Debt Financials 6. Interactive Intelligence SA Office 7. Local CustomersMore than 60 customers in Africa via Direct and Indirect Channels 8. Multiple Delivery Models 9. Choose Your Service the Cloud Ecosystem 10. Recognition: Magic Quadrant for Contact CenterInfrastructure, Gartner, Inc., May 22, 2014 11. Cloud trends and realities 12. Key reasons for adopting cloud31%30%28%28%Source: Frost & Sullivan16%15%15%11%16%25%30%35%Capital budget constraintsGrowth of data storageSlow/poor performance ofKeeping up with new technologyHigh maintenance costsAging, inefficient infrastructureIncreasing availability of appsManaging mult data center0% 5% 10%15%20%25%30%35%40%Delivering apps to remote usersAdministrative complexityLack of infrastructure flexibilityScalability of dynamic applicationsSource: 2013 Frost & Sullivan Cloud UserSurvey 13. Frost & SullivanSource: Frost & SullivanMotivators Potential cost savings owing tolower TCO Attractiveness of OpEx vs CapEx Access to latest technologies Multi-site/remote agentprovisioningTrends Outsourcing Multi-sourcing Remote agents IP Migration SME and downstream marketsRestraints High investment in on-premisesolutions Network security concerns Perceived lack of control overoperations Unfamiliarity or poorexperience with hostedsolutions 14. Market OverviewAdoption andFamiliarity TrendsSource: Frost & Sullivan analysisCloud Computing Market: Enterprise Cloud DeploymentTypes, South Africa, 201312.0%63.0%25.0%Public Private HybridCloud Computing Market: SME Cloud Deployment Types,South Africa, 201323.0%31.0%23.0%23.0%Public Private Hybrid Community 15. Still room for growthCloud Computing and Hosted Contact CentreMarkets: Market Cycle (US, EU and SA), 2013Sources: WIPO, Frost & SullivanTimeDevelopment Growth Maturity DeclineMarket ValueUS, 2013: Just15% of USbusinesses areusing publiccloudGlobal cloudservice market,2013: $133 billionEnterprise cloudmarket growingat 30% CAGR fornext 5 yearsAWS, 2013: 66%of US publiccloud marketvolumesEUSACloud 16. Introducing cloud-based contact centresCloud Contact Centre Market: Market Cycle(South Africa), 2011TimeDevelopment Growth Maturity DeclineSource: Frost & SullivanDefining a Cloud-based Contact CentreMarket ValueCloud-basedcontact centreA network-based service inwhich a service provider ownsand operates a contact centretechnology platform, andleases its services andfeatures to end-users for amonthly or usage-based fee. It therefore retains all definingcharacteristics of cloudcomputing such as: Shared resources Flexibility Scalability Pay as you go/Metered/Ondemand 17. The Growth of the SA CC MarketSource: Frost & Sullivan100%80%60%40%20%0%Cloud Contact Centre Market: Adoption Rate(South Africa), 2011 and 20162011 2016Hosted PremiseGrowth in the hosted market will be driven by a combination of switching and new customers. Solutionproviders will likely experience some cannibalisation of their on-premise revenues. 18. 2013 Product Leadership in South AfricanHosted Contact Centre Market Leveraged global pedigree Range of product functionality Innovative solutions e.g.Local control hybrid modelo Bandwidth optimisation Cost control - TCO Easy integration and flexibility Seamless migration 19. EMEA Cloud Customers 20. Customer video: Voxpro 21. Pros & Cons & Considerations 22. You Need Trust when migrating servicesto the CloudService that issecure andreliablePartner that isexperienced andproven 23. Capabilities 24. Interactive Intelligence Cloud GrowthNumber of customers2006 1 Customer2007 2 Customer2008 4 Customers2009 12 Customers2010 34 Customers2012 86 Customers2013 140 Customers2014 Q1 160 CustomersSeats by RegionUS - 14500UK - 3200DACH - 1350Benelux - 1120Iberia - 380France - 850Nordics - 260E. Europe - 560Italy - 180Switzerland - 230South Africa - 450JANZ - 2250Japan - 1200LATAM - 950Cloud now represents over 75% ofannual Business.85% of all EMEA orders are Cloud 25. High level cloud driversIncreased flexibilityFaster deployment timeLower initial capital investmentReduced IT requirementsTactical Strategic 26. Strategic AlignmentBusiness StrategyVision/goals/identityProducts/servicesCustomers/target marketsCompetitive positionDrivesSupportsContact Center StrategyCC positioning and valueProcesses, OrganizationMedia, MetricsDrivesEnablesTechnology StrategyWhat technology whenBenefitsArchitecture, Integration 27. Why should I make the switch to the cloud?Questions for the business Are you looking for new ways to gain thecustomer service advantage in your market? Are there additional services, options youd like tooffer customers? Is there a need to deploy new technology andcapabilities rapidly?Would it help to have more direct control overyour environment? 28. Why should I make the switch to the cloud?Questions for IT Is it hard to meet the needs of the business withthe resources and expertise you have in-house? Do you have a limited capital budget? Has the job of keeping servers and applicationsup-to-date and running demanded too much ofyour time versus adding new capabilities?Would you prefer to empower the business tomake more changes, modifications on their own? 29. Why should I make the switch to the cloud?Possible Timing Considerations Direction given with strategic imperatives Adding a new centre (group), location System nearing end of life System fully depreciates Upgrade event End of maintenance contract 30. Why should I make the switch to the cloud?Versus: Costs to consider when maintaining in-housesystems IT Staffing Costs System Integration (staffing & development) Data Centre costs Security (Staffing & Equipment) Power Ongoing Support/Maintenance costs Telco costs 31. Reasons not to go to the cloud Quality of service: Support and Bandwidth The service provider may not be as responsive as an in-houseteam, and it may take days to make simple changes The hosting vendor may not have the depth of technology expertiseneeded to push the technology envelope into the new value-addedareas required to maintain a competitive service advantage The client depends on the vendor to implement new features asneeded Hosting vendor may not be willing to support unique requirements It may be challenging to integrate the hosted solution into theexisting operating environment Data security and back-up are no longer under the cliententerprises direct control 32. Concerns. 33. Security certifications 34. Reliability 35. FinancialsCloud Costs to consider Set-up feesoMay be rolled into monthly feesMonthly fees based onoType of ServiceoNumber of usersoAdd-on applications, componentsoSupport leveloLength of contractoNetwork services In-house technical resources (incl. training) 36. FinancialsIn-house cost to compare Maintenance fees Upgrade costs (if applicable) New applications, capabilities Support of dependent platforms Network services In-house technical resources (incl. training) Internal data center costs Additional security, resiliency and disasterrecovery (if applicable) 37. Financials 38. Multiple paths to the cloud 39. Hybrid deployment 40. Case Studies 41. 2014 Cloud Customers signed 42. TMobile Leading Mobile OperatorDrivers for ChangeWanted to replace their mixture of Avaya/Aspect/GenesysNetherlandsSolution ChosenCaaS Private Cloud 4.0 Multimedia ACD, Recorder,Feedback, Dialer, Hosted Voxeo Speech RecoBenefits RealizedTwo separate country entities can share the same systemRetained all existing functionality and added much moreSavings of 40k per MONTH 43. ASML - Dutch Provider of Calibration equipment to95% of global semiconductor manufacturersDrivers for ChangeNeeded to reduce wait times for customers waiting for an engineerLack of ACD meant customers would be ping-ponged through differentdepartmentsSolution ChosenCaaS 4.0 200 phone only agentsBenefits RealizedEngineers are now part of the call centerCalls are routed to the best qualified engineer reducing wait timesSystem Replaced Siemens 44. Dekatel - Dutch Telco ProviderDrivers for ChangeExisting Avaya solution End of LifeNot happy with functionalitySolution ChosenCaaS 4.0 33 agents with MultimediaBack office users also on platformBenefits RealizedContact Center and Backoffice in one solutionEnabled dynamic call routing strategies unavailable on AvayaSystem Replaced Avaya Competitors Faced Avaya, Vocalcom 45. Lilly Overviewo 10th Largest pharma company worldwide, $23B in Revenue, #115 on F500 Initial Sizeo 100 seats contact center, 5 shared service centers (Indianapolis USA, CorkIreland, KL Malaysia, Brazil and Japan).o Applications include multichannel ACD, Fax, Recorder (voice), WFMo Using Cisco gateways and Cisco phoneso Future seats 1000+ seats contact center, 20 other contact centers Replacedo Premise-based system and AT&T managed network Driverso Corporate mandate to move technology to the cloudo Cloud contact center direct from the manufacturero Scalability at multi-locationso Manage the call center, not the call center technology 46. Overviewo One of worlds largest floor covering companies/part of Berkshire Hathawayo Approximately $4B in annual revenueo Approximately 25,000 employees Initial Sizeo 550 seats, Five year commitment at 2 locationso Applications include multichannel ACD, recorder (voice & screen), knowledgemanagement, customer satisfaction surveys, and WFM Replacedo Nortel on-premise solution Driverso Speed of deploymento Open platform greater ability to customizeo Solid integration to Salesforce.como Ability to migrate to premise if desired 47. Overviewo Largest distributor of cell phones globallyo 4,000 employees, 40 global locations Initial Sizeo 250 contact center seats, 2,000 seats IPPBX/UC, 26 of 40 locations, 5 yearcontracto Applications include IP-PBX/UC, voicemail/UM, multichannel ACD,recorder (voice), WFM Replaced:o You name it, they had it (via several acquisitions) Drivers:o Reduced capital expense requirementso Flexibility to add/reduce users as they enter new countrieso Open platform greater ability to customizeo Competitors pilot failed (a telco) 48. Great resources 49. Thank you!Pani Harito, Territory Manager South AfricaPanajotis.harito@inin.com