COSTOMER CONTACT SOFTWARE. ProduCt information

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1 ProduCt information COSTOMER CONTACT SOFTWARE

2 (EPD) (EPD) provides call centre agents with genuine live calls. An intelligent algorithm ensures the dialler sets up the next call/s in the background of an on-going call. When an agent signals availability an active call is put through within 10 seconds. EPD ensures that only live customers are put through to agents, naturally raising net call contacts and increasing agent productivity. In addition, EPD includes network based and answer machine detection (AMD) tools. By combining ISDN-D Channel detection and in-band Call Progress Analysis (CPA) EPD can ensure high levels of accuracy. All information from the ISDN D-Channel is used by the dialler, for example indicating that a number does not exist, a mobile phone is switched off or a call has been redirected. If the D-channel information is insufficient, the active CPA will analyse the in-band voice in real-time to perform Live Speaker Detection (LSD). If the voice source appears to be a live speaker the call will be transferred through to an agent. AMD levels can be varied to ensure full compliance.

3 is a dialling system without a proprietary customer or contact database. It integrates seamlessly with CRM systems. All call controls (dial, hang up, etc.) are triggered via the user interface of the CRM system. Not using a proprietary database removes the requirement for data import/export, plus complex data synchronization. ADVANTAGES AT A GLANCE LEGAL SECURITY > > 100% Ofcom compliant > > Variable limits provide compliance with all national and international regulatory rules: these can be set by campaign > > Limits for critical conditions across all campaigns > > User-provided Calling Line Identification Presentation (CLIP) at campaign-level or even at contact-level to ensure the correct phone number is presented as the calling party > > Phone number transmission depending on tenant or campaign > > Data security: addresses or complete data sets cannot be copied INVESTMENT SECURITY > > Open, system independent architecture > > Scalability: the system grows with your company from 10 to 10,000 seats > > Multi-tenant: carrier grade and suitable for hosting and on demand PROFITABILITY > > Dramatic increase in agent productivity due to increased talk time > > Real call blending: seamless inbound and outbound campaign integration, resulting in lower customer waiting time > > Inbound contacts as a result of outbound activities, increased efficiency of outbound campaigns > > Intelligent agent blending: maximise agent productivity by automatic combination of inbound and outbound calls > > No duplicate data storage or complex data synchronization SYSTEM STABILITY > > High system stability due to server clustering and redundancy concepts (carrier grade) > > Greater flexibility: more options for configuring infrastructure to support application performance availability and scalability requirements > > Higher availability helps avoid interruptions in service monitoring > > Live monitoring of individual agents, calls and data

4 OUTSTANDING features 1 Call Blending Call blending is the capability to make outbound calls whilst also being able to receive inbound calls. ELSBETH Predicitive Dialer directs inbound calls to available agents during an outbound campaign. 2 Agent Blending Agents can deal with both inbound and outbound calls. The change is done automatically and then reported to the agent. ELSBETH PredicitiveDialer integrates seamlessly into existing inbound systems. Preview Dialing Predictive Dialing dial attempt 2. dial attempt 3. dial attempt 4. dial attempt 1. dial attempt agent`s waiting time (15 sec) ringing (25 sec) post-processing (2 sec) ringing (25 sec) post-processing (2 sec) ringing (15 sec) answerphone (2 sec) post-processing (2 sec) ringing (10 sec) reaching a contact after 95 sec reaching a contact after 15 sec Increase efficiency with the help of

5 OUTSTANDING features 3 Ways of Installation and Configuration Thanks to its open architecture, can be connected quickly and cost-effectively to systems and call centre frontends. It can be used in a wide range of environments: > Stand-alone operation > In an ICT system > In distributed structures > Via server housing > on demand 4 Statistics & Reporting provides indepth campaign evaluation. Including the precise presentation of the current system and live monitoring of individual agents, campaigns and conferences represented in graphical format. All information on all incoming and outgoing calls is saved and immediately available. Web-enabled evaluations can be created due to the integration of MS Reporting Services. Net Conversation Time (45 min) Screen Break (10 min) Post Processing (5 min) Distribution of work time when using the ELSBETH PredictiveDialing Module

6 ELSBETH Product family continuously provides call centre agents with genuine live calls. The intelligent dialling algorithm starts new calls in the background while the agent is still on a call. As soon as the agent becomes available, a new customer is connected to the agent. The market-leading answer machine detection allows you to at least double agent productivity in comparison to manual dialling. EPD is 100% Ofcom compliant as the variable limits provide compliance with all national and international regulatory rules. These can be set per campaign to allow for international campaigns. Preferred areas of application: all call and contact centres and market researchers with a focus on extensive outbound activities. The unique software solution for fully automated quality assurance and call optimisation. ELSBETH VocalCoach (EVC) is capable of using phrases, keywords and dialog pairs to analyse recorded calls plus assessing speech clarity and intelligibility. With EPC and EPD, the analysis can take place live - the results can be displayed during the call itself. This is the beginning of a new era for contact centre service providers and in-house contact centres in the field of company-wide quality assurance. Preferred areas of application: Quality assurance and optimisation for campaigns, agent coaching, documentation of business transactions. ELSBETH PowerContact (EPC) is the user-friendly complete solution for the effective and efficient implementation and management of telephone campaigns. Its use of the internet is a standout feature that allows virtual teams from several locations to work together over the Internet. Together with the reporting function, a large number of on-demand scenarios are easy to implement. An extensive reporting system simplifies the detailed evaluation of individual campaigns. Preferred areas of application: Market research/polls, telesales, scheduling and calendar management. With ELSBETH ondemand, IT Sonix offers you its market-leading communication solutions on demand via its own ondemand platform. We operate our own servers at several sites. ELSBETH PowerContact, ELSBETH PredictiveDialer and ELSBETH Voice & Data Recorder can be preconfigured to meet your demands. Setup usually takes place within 72 hours. Usage can be invoiced by the minute or as a flat monthly rate. IT Sonix UK Ltd Heritage Business Centre Derby Road Belper DE56 1SW United Kingdom Phone sales@itsonix.co.uk