Enhance Your Customer Experience. NuVoxx Cloud Contact Centre PAGE

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1 Enhance Your Customer Experience NuVoxx Cloud Contact Centre 1

2 NC3 SERVICES OVERVIEW NuVoxx Cloud Contact Centre (NC3) is a cloud-based inbound and outbound contact centre solution for organizations looking to enhance their contact centre capabilities and customer experience, without having to deploy, manage and maintain the required infrastructure. The solution allows agents and management staff, to log in from anywhere as long as there is an Internet connection. This enables NC3 clients to operate their contact centres as virtual centres with home agents, as a BCP/DRP environment, from the office, or any variation of these scenarios. It also allows dispersed agents to share a single queue, thereby improving efficiencies and customer experience. NC3 can work in conjunction with client s existing telephone system, any landline or mobile phone line or using a softphone. The NC3 application is web-based and only requires a web browser to access and operate. Simple, easy to use interface and powerful reporting engine give our clients the ability to easily manage operational aspect of their contact centre. The best part is that it does not require technical know-how. It levels the playing field by enabling any size contact centre to access leading edge technology. Fully hosted and managed by NuVoxx Flexible use scenarios (e.g. home, office, DRP/BCP) Real-time reporting and call recording Scalability 100% Uptime Queue Callback, Customer Surveys, Powerful IVR engine Pay-per-use model Easy to use No infrastructure to deploy or manage Flexibility to manage and operate Operational Management Capability Ability to scale up (and down) as needed No dropped calls or busy tones Improved Customer Experience 24x7 self-service Lower Cost of Ownership Shortened training window 2

3 HOSTED ACD INBOUND CONTACT CENTRE SCALABILITY RELIABILITY COST SAVINGS 1 to 500 agents Our technology can handle volume spikes for you 100% uptime guarantee and multi-site geo-redundant platform to back it up Pay per use model. Pay for actual usage and not the infrastructure Enhance your contact centre Enhance your contact centre and offer reliability and functionality necessary to successfully service customers and improve customer experience. Our cloud contact centre solution includes advanced functionality without requiring any infrastructure changes. It allows your on premise, home based and outsourced agents to receive calls using the same platform, providing a seamless and improved customer experience. ENHANCED MANAGEMENT AND REPORTING In addition to standard inbound ACD functionality our cloud contact centre solutions offers a suite of performance management tools to enable your team to optimize and improve customer experience. With our platform, you will be able to look at agent state, occupancy, call arrival patterns to identify opportunities to shift or rearrange resources to handle the incoming calls. You will also be able to activate and use advanced functionality such Call Recording, Queue Callback, Self-service and more. Optional Services IVR Self Service Queue Callback Customer Satisfaction Surveys SMS International local and Toll Free numbers TECHNICAL DETAILS Access to leading edge call centre features Improved Reliability Improved Flexibility Improved Scalability Reduced Costs Instant DRP/BCP Skill based routing Multi-skilling Ability to scale instantly Intuitive web-based platform for agents and management staff Telephony via SIP or traditional telephone lines (including mobile phones) Flexible scripting and database/crm integration Call Monitoring Call Recording Reporting and Call Detail Records available in real-time Call Delivery Agents dial into NC3 platform using traditional telephone, mobile phone or a softphone Our platform delivers calls to agent accompanied with a Screen POP delivered via the web Scalability Ability to ramp up and down to accommodate seasonal call patterns Ability to use smart routing to allocate call volume Leverage Queue Callback to handle spikes Reliability Geo-redundant infrastructure with multiple data centers in High Availability configuration Client can log in using any telephone and any web-enabled device, including smart phones Reporting Real time reporting including call centre metrics such as AHT, ASA, calls waiting, longest call waiting, agent state and more Historical reporting Call Detail Records available for export in CSV 3

4 HOSTED DIALER OUTBOUND CONTACT CENTRE SCALABILITY RELIABILITY COST SAVINGS 1 to 500 agents Our technology can handle any number of campaigns, agents or leads 100% uptime guarantee and multi-site geo-redundant platform to back it up Pay per use model. Pay for actual usage and not the infrastructure Improve you outbound efficiencies and agent performance Leverage NuVoxx cloud dialer solution to make your outbound team more efficient, without having to invest in new infrastructure. Preview, power and predictive modes available at your fingertips. Have your agents simply dial into the NuVoxx platform and log into a campaign to start making calls. Custom dispositioning, industry standard metrics, 100% call recording and a simple user interface will enable your team to focus on making calls instead of struggling with the technology. SIMPLIFIED CAMPAIGN MANAGEMENT AND POWERFUL REPORTING Easily import data using Excel or CSV formats. Run as few or as many campaigns as you need to without any additional costs. Configure scripts, calling times and dialer mode (preview, power, predictive) for each campaign. Access real-time reporting on industry standard metrics such as Dials per hour, Abandon rate, RPCs, Contacts, etc. More importantly, improve on all those metrics but using the leading edge NuVoxx cloud dialer. Access to leading edge call centre features More efficient outbound campaigns Improved Reliability, Flexibility and Scal ability Reduced Costs Instant DRP/BCP TECHNICAL DETAILS Easy Campaign setup and configuration Ability to scale instantly Intuitive web-based platform for agents and management staff Telephony via traditional telephone lines (including mobile phones) and SIP Flexible scripting Easy to import and manage leads Call Monitoring Call Recording Reporting and Call Detail Records available in real-time Preview, Power and Predictive mode Simplified compliance management Caller ID and Caller Name Unlimited Line to Agent ratio Works for on premise as well as at home agents Call Delivery Agents dial into NC3 platform using traditional telephone, mobile phone or a softphone Our platform delivers calls to agent accompanied with a Screen POP delivered via the web Scalability Ability to ramp up and down to accommodate seasonal call patterns Reliability Geo-redundant infrastructure with multiple data centers in High Availability configuration Client can log in using any telephone and any web-enabled device, including smart phones Reporting Real time reporting including call centre metrics such as AHT, ASA, calls waiting, longest call waiting, agent state and more Historical reporting Call Detail Records available for export in CSV 4

5 NuVoxx 9251 Yonge Street 8221, Richmond Hill, ON L4C 9T3, Canada STAR TELECOM 9251 Yonge Street 8221, Richmond Hill, ON L4C 9T3, Canada