XETA TechnologiesCompany Overview

• National integrator of communication technologies– Extensive converged infrastructure/services portfolio – Headquartered in Broken Arrow, OK– Founded in 1981 with call accounting software in Lodging

• Financially strong public company, verifiable financials– on NASDAQ since 1987 (XETA)– profitable 15 years straight

• 470+ employees 25% Growth• 24/7/365 national service and support

Who is Xeta?

A Strong Partner27 years of customer service excellence

Of 1,000 Avaya dealers, only 28 are PlatinumBusiness Partner of the Year Award

Of 1,500 Nortel dealers, only 9 are EliteService Partner of the Year award

Nationwide sales and service footprintIn-house 24/7/365 Contact Center

Direct and Indirect relationships: end users, partners

Leading the IP transition from traditional TDM telephonyFlexible and nimble, yet substantial

Services

Applications

Communication Servers

Network

Infrastructure

Where We PlayApplication Integration Managed/Hosted Services

VOIP ReadinessSecurity Audit

Contact Ctr

UC Mobility Content Multimedia

TDM/VOIP Key Systems TDM/VOIP PBX SIP Based Solutions

VPN, Firewalls, ProtectionNetwork

Secure RoutersCore Switching Closet Switching

PtP/Campus Wireless FiberID and Document Design Security

Data NOC & Monitoring

19,000 Customers Coast-to-Coast

• Avaya Platinum National Business Partners– Highest level of Certification

• Avaya Services Delivery Specialist designation– Advanced skills required for true “full service delivery”– One of only 5 Platinum Business Partners with this designation

• 2008 Avaya's Enterprise Business Partner of the Year for North America– For significant revenue performance and overall growth during 2008

• Avaya’s National Business Partner Program– XETA receives dedicated marketing planning and execution resources from Avaya – Seat on Avaya’s Business Partner Council.

• Avaya IP Hall of Fame – For significant sales and implementations of Avaya IP Solutions,

VPN/Security Products, Wireless Products and WAN Products • Avaya 3-Star Service Partner Award

– Completed a three-tiered Avaya Service Assessment

Awards

• Nortel Elite Advantage Partner – Highest level of Certification. Less than 4% of Nortel’s entire business partner

community has achieved this level of Certification.– Elite SMB Specialization– Elite Advanced Services Specialization

• Nortel International Award for Services Innovation– Recognition of our abilities to uniquely support Nortel customers– 2007

• Nortel Service Partner of the Year Award– Outstanding achievement in providing Nortel design, programming and installation

services throughout the United States.

Expertise and commitment to outstanding customer service has positioned XETA to become a sub-contractor to Nortel for numerous advanced implementation projects.

Awards

Professional Services Organization

Talent

• Average 20+ years of experience

• Highest certs across multiple manufacturers

• Hands on expertise• Manufacturers

field trials• Right balance

consulting & execution

• Results oriented

Expertise

• 70% of Services has expertise in the areas of:• LAN/WAN• Modular

Messaging• Contact Center• Customer

Relationship Management

• Wireless

Focus

• Consultative Services

• Design • Solution Creation• Application

Solutions

Servicing our Base

Locations

Inventory

Managed Solutions Offerings

Managed Solutions

Network Design, Implementation,

Assessment

Unified Desktop Solutions

Consulting & Professional Services

Call Center Solutions

Outsourcing

Field Services

Managed Services Architecture

XetaMSAAsset

Management

Engineering Review

Voice Services

Servers Alarms

Pro-Active Patching VOIP QOS

Desktop Management

Network Management

Network Security

Help Desk ( BCM IP Office)

Solutions Support Center24x7x365 Contact Center (Tulsa, OK)• Dual / Redundant NOC (Southborough, MA)• In-house Lab (problem duplication, apps testing, training)• Highly trained engineers and service technicians

Technical Support & Maintenance• Avaya, Nortel, Cisco, Samsung, HP ProCurve, Hitachi, Innovations• XETA Call Accounting• National network of technicians & 3rd party vendors

Performance Focused• Escalation Management• Service Level Agreements• Performance Metrics

Social Media / Networkingin the Contact Center

Rev 202010

Who’s PSS?

• Founded in 2002 by former Nortel execs

• 8 consecutive years of growth

• Profitable since inception

• 60+ highly experienced employees distributed worldwide

• Over 150 customers, impeccable references

• One of America’s Fastest-growing Private Companies

PSS OfferingPSS provides …

• CREDboard Social Media solution

• IVR solutions (CPE, Hosted & Hybrid) and support

• CTI solutions and support

• FlexxX product lines (solutions and support)

• Professional Services

• Full lifecycle Support & Managed Services

The “Hyper-connected” world …

• Facebook has just crossed (as of July 21st, 2010) the 500 MILLION Users mark. “That is equivalent to the combined populations of the US, Japan and Germany1.”

• More Twitter users update their social networking profiles … using mobile devices, … . One in Five regular Twitter users update the service via mobile phone several times per day, while one in three do so at least daily2.

1“July 21, 2010”. “ABC News” American Broadcasting Corporation. ABC. 2010-07-212Tom Webster Twitter Usage in American: 2010 (Edison Research.2010), pp. 7

The Social Media Customer

More than just Facebook & Twitter …

• Although Facebook dominates, Twitter rules the airwaves!

The “Face-time Quandary” ...

3Google Trends twitter, facebook, youtube, linkedin, Google 2009 <http://www.google.com/trends?q=twitter%2C+facebook%2C+youtube%2C+linkedin&ctab=0&geo=all&date=2009&sort=0>

3

Here to stay – and they talk about YOU!

Some interesting statistics* ...• 93% of B2B and B2C customers want to CONVERSE with

the Companies they do business• US adults spend 15+ hours a week in Social Media

– it’s the 4th most popular activity online today!• 78% of consumers trust PEER

recommendations ... less than 14% trust ads in any form!

• Generally, Call Centers cost $29 per customer contact, “lower-touch” contact (such as Social Media response) = $9 ... and MAY be 1 to many!

• Over 64% of companies are less than 12 months into their Social Media strategies

• 39% have not initiated a strategy at all!

*Mashable.com

United Airlines: A Customer Service Debacle

4sonsofmaxwell United Breaks Guitars, YouTube 2009 < http://www.youtube.com/watch?v=5YGc4zOqozo >

• Reports of a 10% drop in stock price (in just one week and 1.5M hits on the Video)

• Not only flags airport agent/handlers issues, but he spends almost 1 minute of a 4+ minute song SPECIFICALLY calling out the Contact Center: even pointing out a specific Individual!

4

"United will donate $3,000 to the Thelonious Monk Institute of Jazz for music education for kids," a United spokeswoman said yesterday.…The airline's change of heart came after "United Breaks Guitars" appeared on YouTube this week, gathering 1.5 million hits by Friday night and coverage on CNN.5

5The Canadian Press, “United Airlines give to charity in guitar gaffe,” July 11, 2009

GAP, Inc. : Social Media = Direct Feedback!

• Oct ‘10 – Gap, Inc. posted a redesigned logo to their website in anticipation of a marketing campaign and updating some stores.

• Within a few days of posting the logo, Gap had 1000’s of negative postings to their Facebook Fan page and Twitter account.

• RESULT: Gap has pulled the logo! Customer Sentiment …

 1 "Gap's new logo stirs outrage from customers," San Francisco Chronicle, 08 October 2010, online.

"People talk about it being bland and having a more corporate feel," Spier said. "But the other thing I found interesting was the number of people expressing nostalgia for the old label, saying it's classic or classy, or had an old-school feel to it.1"

Contrast: Southwest Airlines vs. Kevin Smith

• Watches and responds to @thatkevinsmith offering help and to talk through the situation

• Blogs their side (@southwestair) of the story which includes the fact that Kevin was on “standby for an earlier flight!”

The Enterprise is catching on to Social Media!

• “The ants have megaphones!”– Steve Kaay, US Auto Parts

• “We met our SLA’s and Failed!”– John Belanger, Yahoo, talking about a Customer Service

debacle regarding #pleasehelppiper

• “Outsourcing is not an option! In Social Media authenticity is key and only you can provide that!”– Harvard Business Review, November 2010 talking about

Social Media and Customer Response

Click to edit Section title styleSocial Media Reputation Dashboard

No one department “owns” the customer ...• Most Social Media / Networking Tools are geared /

focused on the CMO and Marketing Department, but ...– Marketing needs to be involved, this is a channel to

Inform and Entertain about your Products and Services– Sales also needs to be involved, they’re the best to

seek out “commercial intent” as well as potential leads, etc.

– Contact Center / Customer Service as well as they are TRAINED to deal with Customer Issues/Inquiries in both good and bad situations.

– Others??? – Corporations must avail themselves!

Not just Monitor – ACTION!

• Most tools were built on the concept of Monitor and React ... CREDboard is built for ACTION:– Can Start/Update a Conversation/Status online– Can watch for trends and Alerts and activate MULTIPLE

responders (SMS, Tweets, Email, CTI events, etc.)– Can “spawn” events in any of the above media-types to

proactively engage customers– ... And, of course, we can REACT too! ;)

Built in the Cloud, for the Cloud!

• Based on our proven FlexxBridge in the Cloudtm technology. Every interaction is standardized and aggregated through FBitC.– Allows fast, tight integration to new/different Social Media

API’s/capabilities– Single tool provides consistent interface for rapid changes /

additions

• Multi-Tenanted: Multiple employees for a given customer can View/Monitor/Update a single “Corporate Brand” ID – all with Logging!

@PSSHelp helped us solve a 3 year old issue with our Call Center!

DM User: Thank you for the wonderful Tweet! Please accept this 10% off coupon on your next transaction with @PSSHelp!

An example of CREDboard in action …

Sentiment: +3.5 (out of 5)Influencer: 77 (out of 100) Send Thank You + Call

Ring, Ring!

Get the benefit of Industry Leaders …

• Clarabridge – Sentiment Analysis– Clarabridge’s advanced Sentiment Scoring automatically understands

negation, conditional sentiment, and other linguistic nuances to provide accurate context and insight about attitudes expressed in customer feedback. Sentiments can be tuned via the Clarabridge Navigator interface to allow for concepts specific to any organization or industry.

• Klout – Influencer Scoring– Klout tracks the impact of your opinions, links and recommendations

across your social graph. We collect data about the content you create, how people interact with that content and the size and composition of your network. From there, we analyze the data to find indicators of influence and then provide you with innovative tools to interact with and interpret the data.

Get the benefit of Industry Leaders …

• RapLeaf – Customer Insight– Rapleaf helps you better understand who your customers are so you

can personalize communications and boost interactions while lifting conversions. Deep Social Insight; Rapleaf helps you understand your customers‘: Demographics, Lifestyles and Interests, Influence, Occupation, Social Media Memberships, Offline Brand Affiliations, Friend Connections, and more.

The CREDboard Supervisor’s Tool ....

The Agent popUp – Reputation Responder

Let’s hope this doesn’t happen to your company ...

Hey @<removed> you suck! I hate you! I hate you! I hate you! I hate you! I’m gonna kill you!!!@LovnKittensMay 9, 2010 10:45:08 CDT via Twitteriffic

“You tell your Friends about a good experience ...You tell the WORLD about a bad one !!!”

- Tom Peters, Business Management Best-Selling Author

Keith Wardkward@psshelp.com925-208-2405Twitter: kward_pss

www.psshelp.com @PSSHelp1.877.289.7770 facebook.com/PSSHelp

Thank you

Mar’ia Adkissonmadkisson@psshelp.com925-208-2380Twitter: Madkisson