Cloud-based Contact Centre Maximise OnDemand

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Caren Snow
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1 Cloud-based Contact Centre Maximise OnDemand Inbound & Blended Call Management Automated Outbound Dialling Integrated Quality & Call Recording Cloud-based OnDemand Service

2 Agenda: Achieving your goals... Increasing Inbound [Debt/Sales/Service] Revenues Improving Outbound [Debt/Sales/Service] Revenues Managing Customer Contact Cycles for Profit Managing Team Resources for Profit Tapping into the OnDemand Cloud Model for Maximum, Rapid ROI Demonstrating the Effectiveness of Software as a Service

3 Agenda: targeting profit Profit Rapid ROI 1 Sale Today Zero Capital Investment Increased [Sales/Debt Collection] Revenues Maximise OnDemand 4 Sales Tomorrow

4 Maximise simply delivers Cloud-based Service 100% Web-based Inbound Blended Outbound Preview Progressive Predictive Fully Featured PLUS Unique Cloud Benefits

5 Our unique offer to you Unique Product + Unique Approach Right First Time Deployment Success Management Product Improvement Process Compliance Guarantees Flexing / Overage The Magnetic North Advantage Designed to support your growth

6 Success Management Program Acquisition Activation Intensive Care Business as Usual The Four Steps to Success

Maintenance Dedicated Staff Upgrades Total Cost $$$$$$$$$$

7 The hidden cost of on-premise solutions Recording Outbound Inbound License Fees Hardware Consultants Infrastructure Maintenance Dedicated Staff Upgrades Total Cost $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$

8 Lower your costs with cloud services Pay-as-you-go License Fees Rental Fees Hardware Consultants Infrastructure Maintenance Dedicated Staff Upgrades Total Cost $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ $$$$$$$$$$ 1 Source: Yankee Group: Hosted vs. Premise based Sales Solutions: TCO and Trade Offs

deployments) Large operating expenses Automatic upgrades OnDemand Value Zero capital expense Large capital expense & high

9 Value Value OnDemand delivers greater value over time Customer Premises Model 53% of software projects cost 189% of original estimate 1 Cloud Model Average 27% lower annual costs, 13% year-on-year revenue growth 2 (compared to 4% for traditional deployments) Large operating expenses Automatic upgrades OnDemand Value Zero capital expense Large capital expense & high risk Upgrade costs 1 Source: Standish Group, Chaos Report 2 Source: Aberdeen Group, Hidden ROI of Cloud-based Contact Center Report

10 The advantages of cloud-based maximise Hosted Servers and Applications OnDemand Cloud Legacy Onsite Delivered via IP Direct to your Premises

11 Maximise Inbound 11

Night Service Conference Server Realtime Dashboards &

12 Inbound made easy Multiple Queues Skill Based Routing Scripted IVR Seamless Outbound Blending Diverts / Night Service Conference Server Realtime Dashboards & Alerts Dynamic Agent Scripts Music on hold Abandon Callbacks

English P1 Agent Anna English P1 French P1 German P2 Agent

13 Increase first-call closures with Skill-based Routing English Caller French Caller German Caller Italian Caller Agent Stephen English P1 Agent Anna English P1 French P1 German P2 Agent Kathy German P1 English P2 Italian P2 Agent Luca Italian P1 English P3

14 Scripted agent work-flows

15 Agent status and alerts

16 Inbound call flows Play Greeting or Straight to Queue Play Music Second Announcement Music until Answer

17 Inbound voice menus Multiple Menus Night Service Timeout Actions 17

18 Scripted IVR Time of day announcements Good [morning/afternoon/evening] welcome to customer services. CLID/Database lookups Please enter your product registration number now. Play queue information You are currently number [2] in the queue, one of our advisors will be with you shortly Automate customer service actions Thank you we will send a confirmation [ /sms] to you. 18

19 Inbound call flows Inbound Number 1 OPTIONS: Scripted IVR Announce #1 Announce #2 Night Service Overflow Service Level Blending Queue A Agent with Skill A & B Inbound Number 2 Queue B Agent with Skill B

20 Realtime dashboards

21 Historical reports Ad-Hoc Reports Scheduled Reports XML Services

22 Maximise Outbound 22

23 What will Maximise outbound do for my business? Increase Talk Time Reduce Costs Increase Revenue Boost your Bottom Line Take Control

24 Increase productivity with predictive dialling...

25 Balance your outbound campaigns Inbound Outbound Manual Preview Progressive Predictive Blended Inbound/Outbound

26 Compliance assured 3%

Manual upload Automatic upload Customer specific data 6 phone numbers Any

27 Outbound concepts Campaigns Calling Lists Customer Records Call Outcomes Multiple calling lists Schedules Goal-based chaining Contain customer records Manual upload Automatic upload Customer specific data 6 phone numbers Any number of custom data elements Success or failure Unlimited result codes Automatic follow-up

28 How powerful is Maximise outbound? Time of Day Dialling Flexible Integration Options Inbound / Outbound Optional Integrated Quality & Recording 6 Numbers per Customer Rich Realtime + Historical Reporting Powerful Campaign Control

29 Answer machine detection Answer Machine Live Answer Answer Machine ZERO FALSE POSITIVES Live Answers Only

30 Cloud-only exclusive dialler features Mobile Screening Mobile & Local Number Presentation + Agent CLI Only call active and nonroaming mobiles Encourage answer/callback Save Money + Increase Talk-time + Build Personal Relationships

31 Cloud-only exclusive dialler features Campaign Level CLI Mobile Number Fixed or Local Number Multiple CLI Presentation Choices List Level CLI Mobile Number Fixed or Local Number Agent CLI Personal Dialback Personal Re- Schedule

32 Mobile screening

33 Mobile screening is a necessity Traditional Dialler 4 x Answer 15p 1 x 30p TOTAL = 90p Maximise OnDemand 1 x Mobile 15p 1 x TOTAL = 45p Potential 50% SAVING! Note: Tariffs are dependent upon volume and term commitments

34 Real-world client results Mobile Screening: Talk-time as a Percentage of Login Time 60 37% Increase Screening Off Screening On Screening Off August September October

35 Real-world client results Local number presentation activated: Connect Rate = 13% Increase Dials per Connect = 11.4% Decrease Campaign Callbacks= 104.5% Increase (163% Improvement as % of dials) Use less data Make more sales Get more callbacks

36 Call outcomes and callbacks

37 Call notes and history

38 Flexible campaign management

39 Flexible campaign management

40 Flexible data import/export Web UI Upload Realtime XML Web API Magnetic North Datacentre Maximise OnDemand Realtime Kill-Call API Scheduled FTP Import + Export Scheduled

41 Simple calling list management

42 Powerful call outcome management

43 Rescheduled calls management

44 Retry strategy management

45 SMS & messaging SMS Only Campaigns Initial SMS Final Contact + SMS

46 Your Magnetic North Solution

47 How long does it take to activate? Ongoing Success Management Day 5 Install Day 7 Go Live! Day 1 Order

48 Typical project lifecycle Engage Evaluate Design Integrate Validate Deploy Maintain Expand

49 Deployment, Success Management & flexibility - Right First Time Delivery - Success Management - License Flexing

50 How does it work?

51 Deployment choices: internet + PSTN Browser Session Your Premises or Remote Workers Magnetic North Datacentre Internet PSTN Calls

52 Deployment choices : VoIP with IP-PBX Magnetic North Datacentre Browser Session Your Premises IP Connection Existing IP PBX SIP Trunks to existing IP PBX for VoIP Calls

53 Deployment choices : VoIP direct connect Magnetic North Datacentre Browser Session Your Premises Direct IP Connect VoIP Services VoIP Calls Internet Backup

54 Cloud confidence Security Reliability

Data centres : reliability and scalability SLA and Service Credit Backed Contract Customer A Customer A registrations 11 x Tier-1 Telco Interconnects in 20 locations in 9 countries Maximise Cluster

55 Data centres : reliability and scalability SLA and Service Credit Backed Contract Customer A Customer A registrations 11 x Tier-1 Telco Interconnects in 20 locations in 9 countries Maximise Cluster MN is an ISP 5 x Tier 1 IP Connections Direct Connects Firewall Pairs in HA HA Carrier Switches Heartbeat failover Maximise Cluster Customer B Customer B registrations Not all hosted solutions are created equal...

56 Bringing it all together 57

57 How much can I save? Low Setup Costs Low Monthly Rental Low Usage Charges Commitment Rewards One off setup fee Consultation & system build Onsite training Monthly updates 24 hour telephone support Success management Low Login Charge (Sip or PSTN) Low Call Charges Low SMS / Screening Low Recording & Storage Freedom Plan 12 Months 3 Years

58 Security Access Future Proof Budget Business In summary benefits of a hosted service Secure Facilities PCI Compliant Carrier-grade reliability ISO27001 Secured Use the service from anywhere Distributed Offices Home Working Disaster Recovery Automatic upgrades Latest features delivered automatically Scales with demand Opex only Pay as you go & Grow Grow your business Increased Sales or Collections

59 The ROI challenge Try the OnDemand Return on Investment Calculator Increase productivity by up to 400%

60 Open forum for questions

61 Maximise demonstration

62 Welcome to Kale & Co. Telemarketing Debt Collection Dave IT Manager Keith Team Leader Anna Department Manager Rose Call Advisor

63 Logging in... Keith Team Leader

64 Creating a campaign Keith Team Leader

65 Schedule a campaign Keith Team Leader

66 Selection criteria Keith Team Leader

67 Import Calling List Keith Team Leader

68 Start the campaign Keith Team Leader

69 Agent login Rose Call Advisor

70 Taking a call Rose Call Advisor

71 Making a call (manual dial) Rose Call Advisor

72 Agent dashboard Rose Call Advisor

73 Manager login Anna Dept Manager

74 Manager dashboards Anna Dept Manager

75 Campaign statistics Anna Dept Manager

76 Selecting historical reports Anna Dept Manager

77 Viewing a report Anna Dept Manager

78 Integrated call recording Customer Optimise Recorder Call Recording Maximise Dialler Call and Agent Data Tagging Database Agent

79 Find evaluate improve monitor

80 Fully integrated dialler data

81 Deep quality analysis & reporting

82 Optimise Advanced PCI Module Inbound calls routed through Optimise to customer ACD as normal API Call starts Payment Detail Collection in the Cloud Caller enters DTMF while Agent hears comfort tones. DTMF is surpressed in Recording Payment details transferred via XML API

83 Hosted PBX for your back-office Customer Hosted PBX IVR Optimise Recorder Auto Attendant Music on Hold Voic Maximise Dialler Conference Calls Salesforce Integration Office Deskphone Office Softphone Call Centre

84 Additional backup information

85 Integration into business applications Ondemand Web Interface XML Integration Full integrated to your app Our Toolbar Pops in to your App XML Reporting Services Screen Pop ActiveX Web Services API

86 Integration data flows Customer Data External Marketing Data Customer CRM Database Calling List Data CSV / FTP / XML End of Day No Contact CSV / XLS / FTP / / XML Maximise Dialler Database Customer CRM Application Call Trigger Maximise Application Customer Updated Data Data Macro XML ActiveX Maximise Toolbar Customer CRM Client Call Results Voice Path Agent Desktop

87 Inbound / outbound call blending Outbound Inbound

Deep-dive analysis examples Not Ready % Tel Talk Type % of Column Labels Row Ready Labels Ready Ready Time Time per Hr Landline per Hr of Calls Mobile Grand Total Time Wrap % of Time Wait % Avg Talk

DMC's Sales 108 220 328 Connect Rate 16.5% 22.8% 20.4% Contact % of Connects 82.6% 74.6% 77.1% Tekemarketable % of Connects 59.5% 52.4% 54.6% Sales % of Contacts 0.43% 0.44% 0.

88 Deep-dive analysis examples Not Ready % Tel Talk Type % of Column Labels Row Ready Labels Ready Ready Time Time per Hr Landline per Hr of Calls Mobile Grand Total Time Wrap % of Time Wait % Avg Talk of Time (secs) Time Avg Wrap (secs) Avg Wait (secs) Dials Connects Contacts Telemarketable Calls DMC's DMC % Sales % of DMC's Sales Connect Rate 16.5% 22.8% 20.4% Contact % of Connects 82.6% 74.6% 77.1% Tekemarketable % of Connects 59.5% 52.4% 54.6% Sales % of Contacts 0.43% 0.44% 0.44% Sales % of Telemarketables 0.60% 0.63% 0.62% SPH Data/DMC Cost per Sale 14.1% 73.3% 0.5% 25.5% % 4.47% % 77.4% 1.0% 21.1% % 2.91% % 80.4% 1.2% 17.8% % 3.79% % 82.4% 0.7% 16.5% % 3.79% % 81.0% 0.9% 17.7% % 5.03% % 80.5% 0.7% 18.2% % 5.39% % 76.8% 4.5% 18.0% % 5.66% % 77.0% 2.5% 20.0% % 22.95% % 80.5% 1.0% 18.0% % 1.96% % 80.3% 0.8% 18.4% % 1.94% % 80.9% 0.6% 17.8% % 1.82%

89 Advanced call-handling options Agent Available Present Call Progress Account? Transfer to Verifier Call Answered Play Robotic Agent Message Agent Not Available - Play Abandon Message Answer Machine - Play Auto Message - Retry Robotic Agents

90 Fully automated robotic dialling Hello, this is a call for [customername] regarding your order for [productname]... Automatic Text-to-Speech Agents

91 Agent Scripting

92 Scripting colour-themes

93 How does it work?

94 Simple, informative billing

95 RC130 new features! Integrated IVR Integrated Conference Server Transfer to Agent or Queue Queue Priortiy Auto Abandon Callback Robotic Voic Messages Record/Manage Prompts by Phone Dashboard Enhancements Call Results Viewer w/ Recording Playback Integrated Advanced PCI Card Payments Enhanced Scripting Reporting & Excel Tool Enhancements Flexible Realtime Stats Window

96 Roadmap Summer 2013 New Realtime Dashboards ipad/iphone/android Clients Configurable Thresholds /SMS Alerts New Sorting and Filtering Tools Slice and Dice Campaigns Cross-browser Compatibility Intelligent Robotic Agent Inbound/Outbound Text to Speech and Web Chat Blended Workflows Dialling Algorithm Enhancements Toobar Web API

97 / web-chat features Skill-based /chat queues Direct to queues based on subject/content (e.g. help, buy ) Route replies to same agent Auto-suggest canned responses / templates Conversation history archive and reporting Integrated spellcheck Transfer chat/ to other agent Supervisor reply/divert Pre-chat surveys In-queue treatments for chat Divert chat to when busy/closed Optimise integration

98 and web-chat integration

99 Cust 1 Cust 2 Cust 3 Cust 4 Cust 5 Cust 6 In queue treatment Sales Chat Q Sales Q Sales Socia lq Sales Voice Q In queue treatments Support Chat Q Support Q Support Social Q Support Voice Q Agent 1 Agent 2 Agent 3 Agent 3 Agent 3 Sales Chat Skill 1 Max Chat 5 Sales Skill 1 Sales Voice Skill 2 Sales Chat Skill 2 Max Chat 1 Sales Skill 2 Sales Social Skill 3 Sales Voice Skill 1 Sales Chat Skill 3 Max Chat 1 Sales Social Skill 3 Sales Voice Skill 1 Support Chat Skill 1 Max Chat 5 Support Skill 2 Support Social Skill 2 Sales Voice Skill 2 Support Skill 2 Support Social Skill 2 Support Voice Skill 1

100 Roadmap Autumn 2013 Staff Forecasting Tool Multi-level Outcomes Landline Number Screening Dynamic Inbound Call Routing Speech Detection for IVR

101 Roadmap Winter 2013 In-line Tele- Appending Intelligent In-Queue Callback Social Media Integration (Facebook, Twitter) Pre-recorded Agent Greetings (Inbound/Outbound)