Contact Center TotalCare Enhanced Services

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1 ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away. How do you know what your customers want and if your business is providing it? The SPS dedicated Contact Center Team will help you understand the tools and options available to maximize the value behind each client interaction, provide tangible data to facilitate informed decisions and most importantly create an exceptional customer experience. Assess, plan and optimize discover innovative Contact Center Solutions and ongoing support options from SPS.

2 A H I G H LY P R O V E N Technology Partner As your organization strives to improve operational efficiency, control costs, lower risk and retain customers, you need more than a strong technological infrastructure you must rely on a steadfast technology partnership. With more than 22 years of experience, SPS is a systems integrator that designs, implements and supports technology solutions tailored for your company s long-term needs. Our strategic solutions have helped companies across the globe boost revenues, overcome business obstacles and gain an edge on the competition. Armed with a proven methodology, an insightful process, expert engineering and brilliant design capabilities, SPS forms powerful partnerships with every client we serve. In other words, we don t just sell technology products we introduce unique, long-view solutions that allow you to achieve your ultimate business goals. SPS HAS STRATEGIC PARTNERSHIPS WITH THE MANUFACTURERS AND PROVIDERS WHO LEAD THE CALL CENTER INDUSTRY.

3 SPS OFFERS THE POWER OF INTEGRATED, MULTI- VENDOR SOLUTIONS WITH THE ACCOUNTABILITY OF A SINGLE POINT OF CONTACT. The SPS Advantage SPS offers smart solutions, exceptional expertise and powerful partnerships to drive your enterprise to new heights. When you join forces with our motivated team, your business will enjoy the following valuable advantages: Investment and commitment of the entire SPS team. The best trained and certified experts in the industry, including in-house specializations and PMP-Certified resources to ensure quality and on-time delivery. Dynamic partnerships with Avaya, Microsoft, Cisco, Extreme Networks, Juniper Networks and more than 15 other partners (Visit for details). Integrated, multi-vendor solutions with the accountability of a single point of contact. Expertise, proven competencies and training to empower your business. To top it off, SPS consistently earns rave reviews. We survey each customer upon project completion, and we take the results seriously. Any rating below excellent triggers a managerial review. We motivate our team and evaluate our process to ensure we delight customers at every step! Discover the Difference SPS is definitely not your average technology provider. What separates us from the pack? It all comes down to our long-term solutions and reliable results. Plus, we offer: An Unbeatable Process: Our incomparable process is powered by knowledgeable, highly trained professionals, insightful methodology, expert engineering and brilliant design capabilities. We set the expectations up front and deliver on our promises our results are consistent and repeatable. Technical Depth: The SPS team includes design engineering and application specialists, networking and convergence engineers and SIP application engineers. Process-Based Approach: We offer documented processes, functional alignment and superior program management methodology. icon Network Management Tools: We provide end-to-end visibility of your entire converged infrastructure and associated VoIP applications. Technical Services Center (TSC): Our state-of-the-art center delivers first-rate support and service all day, every day. Global Reach: As a founding member of the Intelligent Communications Alliance, SPS delivers integrated solutions to clients throughout the world.

4 S T R AT E G I C S O LU T I O N S for Today s Contact Center The SPS dedicated Contact Center Practice designs, implements and supports world-class contact center solutions. We help customers define their roadmaps and implement the right solutions based on their evolving business needs and technology enhancements. From small, reliable solutions to very large survivable, geo-redundant, mission-critical contact centers SPS has the knowledge, partnerships and scale to support your needs. Contact Centers enable customer communication through a number of vehicles including phone calls, , social media and online communication. Let your customers decide how they want to communicate with your company and provide a consistent experience for every contact method. The SPS Contact Center team will show you how to maximize each customer interaction. Learn about your customers during each engagement and leverage relevant data to facilitate up-sell and cross-sell efforts. SPS will also help you evaluate new applications, call flow and internal operations to insure your contact center is completely effective. SPS addresses each component of the customer service solution evolution: Standards-based (SIP, SOA) Massive scale, renowned reliability Flexible and extensible Multi-modal customer service WEB Voice Video self-service Video call center , SMS, IM PHONE Social networking / Web 2.0 Online collaboration Interactive (assisted) services TEXT Automated services (proactive) Business Analytics / IM SOCIAL MEDIA

5 SPS MAKES A COMMITMENT TO OUR PARTNERS THROUGH EXTENSIVE CERTIFICATION AND STRINGENT TRAINING. Call Recording and Analytics SPS partners with several of the leading recording system manufacturers to provide scalable options based on your requirements. From a few channels to thousands, SPS will design a solution that grows to the level you require. Whether your recording needs are for regulatory compliance, liability protection, dispute resolution, quality monitoring and coaching, or business intelligence, SPS professionals are well equipped to provide system design, implementation, training, and ongoing support. But what do you do with all this information? The SPS Contact Center team will leverage analytics to help you will understand what is happening within your contact center and more importantly why. Utilize tangible data to understand the cycles within your business, gain insight into your customer experience, identify what is working (and what is not!). Tailored reports will help you evaluate activities so you can make real-time adjustments and decisions. Know what improvements to make, how to manage your business and improve your overall customer experience. Workforce Management SPS understands the everyday challenges associated with running an effective and efficient contact center. By offering tools that deliver accurate forecasts, optimal schedules and supportive reporting we can provide real-time visibility into performance and accountability. Workforce Management makes the difference! Do you have more than 50 agents in your call center? Does it take more than 2 hours per week to create a schedule and manage the daily exceptions? Are you plagued with high turnover? Are you missing service levels due to under staffing? Do you simply want to automate the process? Talk with your SPS representative to learn more about effective tools available to help you optimize your contact center.

6 ENHANCED SERVICES for Real Results SPS Contact Center Assessment Minimize costs, increase revenues, improve operational performance and deliver a superior customer experience by keeping your contact center systems and operations at peak performance. The SPS team will help you at every step from initial design, configuration and programming to performing regular evaluations and updates to ensure you keep pace with ongoing changes in your business and with your customers. SPS will show you how to reduce your overall cost of ownership. The SPS Contact Center Assessment includes pre-assessment planning, an onsite business review, in-depth analysis and specific recommendations. This strategic assessment will help: Optimize your contact center solution and technology platform. Improve business systems and processes that support your contact center. More effectively manage contact center costs. Increase sales/revenue. Deliver a superior customer service experience. Improve customer loyalty and retention. Reduce associate turnover. PRE-ASSESSMENT PLANNING review goals, process, and deliverables review performance reports and metrics ON-SITE BUSNESS REVIEW interview key business stake holders to understand current environment performance identify issues, gaps, trends and opportunities for improvement IN-DEPTH ANALYSIS prioritize key business, technical & organizational issues recommend technology & process improvements provide implementation recommendations & timeline quantify ROI, cost savings & revenue generation opportunities (where possible) PRESENTATION roadmap for strategic technology and organizational improvements

7 SPS Live Help Desk for NICE Product Applications Get the most from your NICE Call Recording applications through SPS Live Help Desk. SPS Live Help Desk provides a specialist on-site who will address overall user questions, provide technical support and discuss what if scenarios informally with your teams. The specialist is at your location and will address any resulting programming modifications realtime. Live Help Desk offers flexible timing increments to allow your team to budget and schedule effectively. Our solution partners SPS Live Training for NICE Product Applications With a tailored agenda that addresses your specific user groups and most pressing training needs, Live Training provides recurring, on-site sessions to maximize your NICE investment. Conducted by a NICEspecialized consultant, your team gains hands-on experience in a venue that keeps everyone updated on your business flow, process enhancements and procedures. With new information applied immediately in your own environment, Live Training is the most efficient way to train your team members. Live Training keeps your Contact Center optimized through fully customized new hire and refresher training. SPS offers flexible timing increments to ensure your team is always up-to-date. assist SPS by providing value-added support, escalation, product information and learning events to empower your contact center. FOR A FULL LISTING, PLEASE VISIT SPSCOM.COM

8 CLIENT: GLOBAL APPLIANCE MANUFACTURER A US based appliance manufacturer with call center agents located across the globe. Client objectives include: Evaluate current call center platform including business operations. Reliable and competitive solution to support agents at main and remote locations. Real-time and historic reporting capabilities. Resource allocation tools. SPS Contact Center Solution: SPS evaluation and planned roadmap. Upgrade to a Contact Center. Business Analytics to provide contact center management tools that maximize current resources and enable proactive planning for peak times. Intelligent and personalized greetings with up-sell or cross-sell messages. Provide quarterly metrics for overall optimization. Train new staff and management. CLIENT: NATIONAL RETAIL MANUFACTURER A market leader in the food industry with contact center operations located in the US. Client objectives include: Protect company from liability associated with customer service interactions. Better understand staffing needs particularly during peak times. Improve overall quality of service and client satisfaction. SPS Contact Center Solution: NICE recording system installation, including advanced audio analytics provides a liability safety-net for agent assisted calls. Review calls for content, improved customer service and provide agent training examples. Review intelligent call routing structure and analyze metrics on a quarterly basis. Comprehensive business procedure review. First quarter results included better staff utilizations and measurable quality improvement through staff training and procedural enhancements. Ready to Connect with Success? Empower Your Enterprise with SPS. Visit or call for more information. Trade names are property of their respective owners. 3.12

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