Phone-Based Services. For Sales Productivity and Compliance

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1 Gryphon Phone-Based Services For Sales Productivity and Compliance

2 Since its founding in 1995, Gryphon has been a pioneer and innovator in the contact governance marketplace and was first-to-market with its flagship Do-Not-Call and productivity management solution, Core Phone. This service automatically screens every marketing call in real time from within the telephone carrier network. Today, Gryphon is the only provider of fully integrated tier one carrier-class compliance and productivity offerings, delivered through its unique and patented leading-edge technologies. Gryphon Phone-Based Services In today s saturated marketplace, consumers demand control of the when, how and what of marketing communications and offers. Gryphon delivers the only centralized and secure cloudbased solution that helps direct marketers grow their marketable universe and increase revenue while honoring consumer choice. The central equation that unlocks your marketable universe, the Gryphon Core guarantees fully compliant, multichannel access to customers, granular insight into consumer preference and actionable reporting on sales productivity goals. Two decades after the emergence of the public Internet, the telephone is still the most effective and cost-efficient method for companies to initiate and manage their consumer interactions. The information shared via inbound and outbound voice conversations with clients or prospects is one of the most valuable assets a company can leverage. However, for companies that rely on telesales for outbound marketing, the world continues to shrink. More and more sales personnel are conducting business outside traditional call-center environments, and moving into branch or home offices. Many other traveling agents make business calls on the road from their mobile phones. Regardless of work environment, customer acquisition and retention present a continuous competitive struggle for sales professionals. With the emergence and proliferation of Do-Not- Call laws since 1989, myriad federal and state Do-Not-Call regulations ensure that fully compliant outbound calling across any large enterprise is almost impossible. Many companies feel as if they are marketing themselves out of business in their quest to remain compliant, honor consumer preference and generate new revenue, in an environment where driving revenue is critical to survival. Today Gryphon is the only provider of carrier-class compliance and productivity offerings. Gryphon s Phone-Based Services are designed to turn our clients business challenges into competitive strengths. Gryphon solutions reside within the telephone carrier networks, and therefore don t require ANY additional hardware or software. Gryphon Phone-Based Services: Provide warranted DNC compliance without the over-suppression of qualified, legitimate leads Capture all consumer interactions from every sales agent anywhere Don t overwhelm companies with information glut and pointless data collection Allow managers and executives to find meaningful performance indicators among large volumes of data Manage volumes of information to quickly improve agent productivity and drive revenue Gryphon s Phone-Based Services deliver a combination of competitive compliance and productivity to any company with a phone-driven sales organization, no matter the location of their agents. For the first time, executives can manage the entire sales operation with a single, fullycompliant reporting and analytics platform that requires no on-premise equipment, administration or capital expense (CAPEX). Core Phone Competitive Compliance Restrictive consumer privacy laws have done a number on the telephone, turning a company s most valuable marketing tool into a lightning rod of inefficiency and liability exposure. According to the FTC, there are nearly 200,000,000 phone numbers registered on the National Do-Not-Call (DNC) Registry. Fourteen U.S. states maintain their own DNC lists, while over forty-two states have some type of DNC statute. Core Phone is a simple, phone-based Do-Not-Call solution that guarantees compliance and pays for itself by increasing sales productivity. Any Phone, Anywhere Sales teams can access Core Phone capabilities from any phone associated with a business. Whether agents call via predictive or automated dialers, from central locations or remote branch offices or using cell phones, their calls are instantly compliance-certified and call-data is captured through the simple act of picking up a phone and dialing a number. Core Phone delivers a consistent, user-defined Caller ID (CID) across phones to increase the dial-to-contact ratios. Core Phone is a tier one telephone carrier-grade offering, available in the cloud, and provisioned down to the user level. With this service, companies can be assured of DNC compliance and enhanced productivity, enterprise-wide, with capabilities available to any agent placing calls from any phone used to conduct business. Core Phone is backed by a 100% compliance guarantee. Calls made by agents utilizing Core Phone are indemnified by Gryphon to eliminate any risk of company fines or brand damage. And detailed records provide an additional layer of legal protection in the event of unwarranted privacy litigation. With Core Phone and Gryphon s Exemption Advisor functionality, we have brought back nearly 60% of our marketable universe, giving us competitive advantage in our market space translating to a 10% lift in sales. Bankers Life and Casualty Core Phone is the only solution that eliminates the need to continually scrub telephone marketing lists against the Federal DNC registries in the U.S., Canada and other countries, state-specific registries, more restrictive state regulations, internal Do-Not-Contact lists and VIP lists. It also eliminates the need to disseminate those lists across the enterprise in a keep-up-with-phonetraffic fashion: Instead, agents just pick up the phone and dial. Gryphon takes care of the rest. 2 3

3 Dynamic Exemption Management Unlocking your largest legally marketable universe Core Phone takes advantage of valid customer exemptions, such as business reply cards and inquiry request forms, in order to reclaim viable leads that might otherwise be lost to oversuppression. Financial services clients that implement Core Phone are among the enterprises proven to generate significant incremental opportunity. Agents just pick up the phone and dial. Gryphon takes care of the rest. Consumer dispositions or next actions identified during voice conversations can be immediately captured by sales agents in-call or post-call with a simple keypad sequence. Immediately, this new disposition is propagated across every phone, to every agent, in every office enterprise-wide with built-in reporting intelligence. By maximizing in-call dispositions and existing business relationship (EBR) exemptions, companies can win back highly qualified leads that would otherwise be lost to regulatory suppression (Fig. 1). Beyond Compliance to Productivity Recovering Valuable Leads The National DNC Registry and most state lists exist for the benefit of consumers, not businesses. Unfortunately, many companies have taken advantage of the legislation, and have registered their business numbers on the lists. The FTC has provided no guidance on the unintended practice, and will not spend the money or effort to keep businesses off the list. The fact remains that it is legal to contact consumers at registered business phone numbers that are on the National DNC Registry and certain state lists. Fig. 1: With real-time access to the Gryphon Core, all consumer contact interactions are certified not only for legal eligibility, but also for consumer product and marketing channel preference. Fig. 2: Key indicators such as call result or next action are captured by the agents and are immediately available to managers along with all call data via Core Phone Productivity Reporting. Gryphon Lead Recovery takes advantage of quality leads at the business end of the phone: Many of those listed are small-business owners, entrepreneurs and HNW individuals Often these individuals are easier to reach in the office than they are at home Because they are on the DNC lists, they are unavailable to those not using the Gryphon Lead Recovery A single business may contain multiple prospects Leverages federal- and state-mandated automatic expiration of internal DNC list records Companies can legally reclaim 30%-60% of calls that would normally be blocked by other services because of business DNC registrations. Though varying from client to client, this number is large in absolute terms, and promises huge ROI. Productivity and Management Tools to Measure, Improve, Optimize If you can t measure it, you can t improve it. Core Phone captures all relevant call data for agents provisioned in the system. Companies can now obtain call activity reports on all agents, not just large-office staff. Productivity reporting provides real-time analytics to benefit sales professionals, managers and executives. By capturing and analyzing calls across offices, regions, work groups and individuals, managers gain quick insight into activity in order to track progress, identify weaknesses and recognize and replicate the behavior of high performers. Core Phone automatically captures agent activity information, eliminating the need to self-report. Sales professionals can easily log client-specific information via two touches of the telephone keypad either in-call or post call (Fig. 2). 4 5

4 Core Phone archives detailed call data for record keeping and keeps it instantly available. Clientdesignated users/administrators have secure, 24x7 access to the organization s specific compliance and activity repository, hosted in high-availability, state-of-the-art data centers. Core Voice Call Recording with Analytics On Demand, in the Cloud Core Voice is Gryphon s comprehensive recording, compliance and sales productivity solution that works in conjunction with Core Phone to deliver enterprise-wide audio capture of voice conversations with analytics on demand, to any provisioned user. No longer is call recording restricted to contact centers. Core Voice call recording is available for any company agent making calls from any phone associated with a business. This access includes wireline at HQ or branch offices, home offices or VoIP services. Even mobile phone interactions can be captured and analyzed. Unlike traditional call center recording systems, no hardware, software or administration is required. Similar to Core Phone, Core Voice is available to any agent on any phone. Calls can be recorded selectively by agents to capture consent, or uniformly across campaigns or departments (Fig. 3). With embedded analytics, managers can view graphic details on prospect interactions via heat maps, dashboards, emotion detection and many other tools. Companies can set triggers to flag conversations that contain certain phrases or Gryphon clients remain productive, competitive and compliant. words, calls that are unusually long or short, even calls that contain profanity or long pauses (Fig. 4). Like all Gryphon s solutions, Core Voice doesn t require any CAPEX or costly administration, so it can be deployed regardless of where your sales personnel make calls. It also doesn t require costly administration and engineering resources. Instead, Core Voice is provisioned as a value-added service to your existing telecommunications environment. Fig. 4: Recorded calls are analyzed and patterns are graphically rendered to enable immediate interpretation of large volumes of client-interaction data from any sales agent making outbound calls. This graphical heat map interprets the quality and quantity of captured customer discussions related to calling cards. So companies can take advantage of a carrierclass offering without the capital expense and ongoing management costs associated with inhouse solutions. Core Voice data categorization can automatically populate an existing CRM system such as Salesforce CRM and Oracle CRM OnDemand Access. Core Voice will bring the value of audio recording and analysis to every agent that works outside of the call center. By enabling the practical interpretation of tens of thousands of additional consumer and client interactions, companies can ensure a high level of quality, while identifying new revenue opportunities based exactly on their customers stated preferences and inclinations. Conclusion In today s marketplace, all technology buyingdecisions must be based on whether they will improve efficiency, drive revenue and reduce risk. Gryphon s Phone-Based Services deliver ROI that impacts all three areas in meaningful ways: Better sales and marketing productivity Unparalleled insight into consumer preferences and behaviors More control of agent interactions, warranted compliance and quality assurance Available individually as modules or deployed as an integrated suite, Gryphon s Phone-Based Services work to help companies improve agent productivity, build lasting customer loyalty and mitigate the regulatory risk associated with today s complex sales and marketing environment. Fig. 3: Spectographs are another way to visually discover key words and phrases trending over time. Gryphon brings to every agent, working anywhere, the ability to view information over time, beyond the call center, to get a single version of the truth. Gryphon s Phone-Based Services ensure that Gryphon clients remain productive, competitive and compliant. 6 7

5 Please contact your Gryphon Phone-Based Services account manager for additional details or visit gryphonnetworks.com for more information Gryphon Confidential. All rights reserved.