Milestones

Transcription

1 Q2 2015

2 Milestones

3 VCC Extensions Seven Main Modules: Central Authority CRM Configurable Cloud Based Contact Center CRM with unlimited data fields and native Five9 integration Designer Branched logic scripting engine with incredible ease of use Recording Manager Permanent storage of VCC recordings with embedded Quality Management Video Capture PC (or Virtual Terminal) enabled full screen capture PCI Compliance Redacting of credit card audio and video from stored content Dashboards Intuitive customizable analytics layer with filters and drill down capabilities List Manager Filter data, identify results, create lists that automatically export to Five9 Outbound

4 Call & Work Flow Back Office Functions e- commerce & OMS System Admins List Management Quality Management Outbound Campaigns Mobile Users Interface ERP Systems VCC Domain(s) Call Center Agents Analytics

5 Complex Accounts Two Types of Accounts Usually require the CRM & Designer modules Extensive logic, data capture and post call processing Integration with several third party applications Examples: Xerox, Cashflow and Data Exchange Rapid Deployment Accounts Recording Manager, Dashboard, Video Capture and PCI Compliance Modules 100% Configurable in the platform Examples: Pondera Services, IDT and Advanced Enterprises

6 Rapid Implementation Capabilities: Recording Manager PCI Compliance (extremely hot topic) Video Capture Dashboards Highly repeatable: Rapid Deployment Connector driven Native Five9 Interfaces (i.e. Import from Five9 button ) Can be active in as little as a week Startups are priced competitively Low cost to deploy, low barrier to entry

7 Vertical Markets Consulting & Technology Verticals BPO Advertising & Media Banking Telecommunications Education Home Services Energy Finance Government Insurance Retail Technology Telecommunications Travel & Hospitality Pharmaceutical Nutraceuticals Durable Medical Equipment Consumer Goods Charities & Non- Profits Direct Response & B2B Real Estate Warranty Services

8 Authority Suite Summary Contact Center Cloud CRM One- to- many VCC to Authority configurations* List Management (Dialer Feeds)* Relationship Records (Marketing, Sales & Service) Scripting & Script Designer* PCI Compliance* (Web Service or JavaScript Based) Recording Storage & Integrated QA Form* Dashboard Analytics* Integrates with third party applications Paperless Agent environment Native Five9 Interfaces* *Five9 Extensions

9 Questions?

10 Sample Screenshots

11 Two- click Five9 Integration

12 Script Designer

13 Unique Scripts for Each Client

14 Call Recording Management Perpetual Five9 Call Recording Storage & Playback Recording Trimming for PCI Compliance Integrated QA Forms

15 Call Recording Screen Authority CRM receives 100% of Five9 Recordings Recordings are stored perpetually and can be searched by any combination of available criteria (i.e., agent name, date, campaign, customer phone number, disposition code, etc.) From the Recording Screen, recordings can be played, trimmed, or scored for Quality Assurance by selecting the respective icon on the call that will be played, trimmed and/or scored Play Trim Score

16 Select Call to Score Selecting the QA icon for the call that will be scored opens up the QA form pop- up. Once a call has been scored, a green checkmark replaces the QA icon.

17 Play and Score Call Once the QA icon is selected for the call to be scored, the QA form will pop up and the recording will begin to play. Play Score

18 The QA Form Pop- up can be dragged anywhere on the Recordings Screen Form Customization & Display Each QA Form is customized for the client and their criteria. Any scoring and any layout that the customer chooses can be configured.

19 Scorecard reports can be created based on any combination of available criteria (i.e., date, agent name, disposition code, campaign name, etc.) Scorecard Reports

20 Dashboard Filters Filters further expand the value of the reported data, establishing the ability to drill down into the data by any element in the SQL Server. The current filters deployed are: Agent ANI Campaign Name Campaign Type Company Date Disposition DNIS (TFN) Skill

21 Calls by Company, Campaign

22 Calls by Day of Week

23 Calls by Agent, Disposition