Enterprise Contact Center

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1 Enterprise Contact Center multi-media platform and applications for contact center and enterprise 1

2 global switching platform The NobelBiz Enterprise solution is a global switching platform for any media type (voice call, , social media, chat, SMS, etc), seamlessly managing contact sessions between any endpoints, anywhere. This is a 'contact center in a box', providing unified communications throughout the enterprise. Whether you are in Collections, TeleSales, Lead Generation, Fundraising, Customer Service, Market Research or BPO with the need to blend all the media types and control works flows then NobelBiz Enterprise is the right solutions provider to match your requirements. Architecture NobelBiz solutions have developed a solid reputation for robust and flexible contact center architecture. Whether you are an enterprise with thousands of employees or a small contact center, whether you want hosted, site-based systems or a mixture of hosted and site-based (hybrid), we have the architecture to support you. And yes, all services are served up in a browser. Lying at the heart of NobelBiz Enterprise is the command and control center which manages communication to and from the surrounding environment, e.g. telephony switch layers, agent applications, list management layers, management or monitoring applications. It is highly scalable, being equally effective for contact centers with 20 agents or thousands, and can be extended to meet any requirement. Our solution is also a developer s toolkit. Customers can drill down into the well documented APIs and fine-tune their implementations, or take a higher-level approach and work with their own standard applications. Using industry standard ODBC protocols we link directly to the customer's database to run our applications, with results written directly back to the same database. Extensive and open networking interfaces are provided to allow our Customers to deploy the media link they require, whether for local or remote access. 2

3 inbound voice & IVR Inbound Traditional inbound offerings have been ACD on the one hand and PBX on the other. This division was rooted in technology rather than a reflection of the way companies work. An inbound call is an inbound call, is an inbound call! And what businesses, whether call centers or not, really want is total transparency in terms of how inbound calls can be routed and dealt with; for example, by applying agent skill factors, hunt group logic, or plain old PBX facilities of hold and transfer. When our telephony platform is used, our solution provides transparency, effectively treating all agents and all calls as a common pool, with user-defined controls to decide how calls are routed. Within the system agents may inhabit one or more queues (synonymous with hunt groups). And calls will also be allocated to specific queues. Rules for allocating calls within queues include topdown, round-robin, LIFO and skills-based. Calls will overflow to other queues depending on priority settings. They can also be overflowed to a message or a virtual (IVR) agent. The APIs allow for easy integration of 3rd party IVR applications. IVR Our IVR delivers an unparalleled solution for both inbound and outbound, not only voice but also other media types. IVR scripts can be quickly designed using the drag-and-drop visual interface within Scripter. IVR agents have identical media access, routing, call handling and transfer capabilities as live agents. This means that IVR agents may be used to handle an inbound or outbound call in its entirety (where local regulations permit) validate and route an incoming call to a queue or a blended live agent accept transfers from live agents to handle parts of an inbound or outbound call handle other media sessions such as and IM using our Text-To-Speech (TTS)/ Speech Recognition (SR) features 3

4 outbound voice NobelBiz has forged a reputation as having the only predictive dialer that was purpose-built to meet the stringent compliance conditions that are now emerging, while maintaining a true performance increase. If regulations allow, you can use our IVR to drive your outbound campaigns and save on agent costs. RoboCalls. Uniquely in the dialer world, our solution doesn't just comply with whatever national rules exist for dialers, but crucially, provides effective performance under compliance. Spare a moment to consider what this means. Compliance is easy; when the going gets tough you just slow your dialer down, but when you do that, performance suffers dramatically. The key to maintaining excellent performance under compliance lies in design. And excellence in design means being able to respond instantly (not in a few seconds!) when campaign conditions change, to provide the best possible dialing rate. No other dialer in the world dials like this. Fact! Campaign conditions are constantly changing. For example, agents are always entering and leaving campaigns in response to call blending needs. No other dialer dials with such pinpoint accuracy. Where campaign changes are significant - and they are on most campaigns - then the No Waste of Abandoned Calls The campaign in the above pictures was run by a blue chip call center. It's not just that the system was able to respond immediately to changes in agent numbers, but in doing so, the adjustment to the dialing rate was precise at all times, such that the cumulative abandoned rate for the campaign didn't deviate from the 2% target set. dialer must respond immediately, not in a few seconds! Otherwise the result is excess and wasted abandoned calls and lowered performance. 4

5 blending: all media types NobelBiz Enterprise supports a wide range of media services, from IP based telephony through , SMS and instant messaging to video and the latest integrated web services. Our solution provides the capability to automatically blend activities across all media types, significantly enhancing agent productivity and customer service. Uniquely, our solution enables users to meet inbound service levels without causing problems in other areas (e.g. nuisance calls on the outbound side). Whether you are a small organization with multi-skilled staff, or a large outsourcer with mainly specialized teams, blending will make best possible use of all available resources. And all this from one solution. Providing an automatic blending mechanism which is generic across all media types is no small task. A key challenge is the fact that during a single session, which could take several days or even weeks, the queue and even the campaign could be brought in and out of service several times. NobelBiz Enterprise tackles this by persisting data from long time scale media (e.g. ) outside the queue. Therefore, it is equally at home processing and blending between queues with service levels of, for example, 8 hours, and inbound voice queues with a service level of 2 minutes. With the web services plugin it is possible to provide a near instant response to prospects when they visit a web page (such as an insurance comparator site) using the visitor s preferred medium, e.g. by phone, , text or instant messaging. True and full blending requires minimal setup, typically only the setting of a service level for the queue (X% of sessions responded to within Y secs). When running both inbound and outbound campaigns, underresourced queues will borrow first from outbound, then from any inbound queues that are within service level. In this way, no matter what the media type, the automatic blending algorithm continually achieves the best possible use of agent time while keeping within all service levels. Our Media Services architecture is designed to take advantage of emerging new media and messaging technologies, providing an easy, non-disruptive way of enhancing existing services as well as adding new services as they become available. 5

6 scripting NobelBiz Enterprise offers three highly flexible paths for the deployment of applications on the agent desktop. If the deployment is made using our own telephony platform, then call control applications such as transfer and conferencing and also call recording options can be integrated at the agent desktop. Scripting Scripter is an easy-to-use graphical tool that allows users to create powerful applications to drive all campaigns, whether inbound, outbound, IVR, or other media, with all agent scripts served up in a browser. This is the recommended approach for all our users, even if they start by integrating existing applications, as below. Scripting with hosted web app This approach allows the hosting of a 3rd party web application within a Scripter window, allowing full data exchange between the two, and giving access both to call control functionality and necessary 3rd party services. 3rd party scripting Our solution offers a range of interface technologies, including Web Services (HTTP),.NET, COM and the native sockets API, to enable full custom integration with any 3rd party scripting application. 6

7 campaign management The campaign manager provides total control over Advanced feature set includes: any campaign project, whether inbound or outbound, with agents or IVR. The campaign manager is designed to tackle a key contact center challenge: how to extract large quantities of data from a customer database and provide updates on session completion back to the same customer database in real-time? The system avoids the considerable administration overhead of traditional calling lists by using a serverside ODBC connection to act as a database proxy on behalf of the call center. All updates, including writing back all disposition and retry information, are then cleanly organized on behalf of any application clients. Optimized real-time feeds and updates with customers own database Extensive retry capability Time zone management Don't Call List cleaning Linked campaigns Agent-specific callbacks Alternate number capability Skills-based routing Web client for access anywhere Multiple filters High scalability Multi-tenancy other services NobelBiz provides a range of supplementary software and services, including: Call recording, with extensive search and playback capability System-wide task scheduling (e.g. campaign start, stop, agent login, etc) Browser-based resource configuration Agent monitoring and coaching facilities Online performance analysis tools Resource monitoring tools IP soft phone 7

8 reporting Storage and delivery of all data on agent, dialer and ACD performance within NobelBiz Enterprise is handled by our Reporter Web, a next generation reporting suite. In a single tool, Reporter Web delivers data on current activity, past activity, or a seamless mix of both, updating in real-time. Whether you prefer to use your favorite report building tool (e.g. Microsoft Reporting Services, SAP Crystal Reports, etc), a custom web page, or our web front-end, the data delivery options can provide just the performance data you need, in the format you choose. As with all our products, Reporter Web is designed from the ground up for hosted deployment in the cloud, with brick-wall segregation by tenant. about NobelBiz, Inc. delivers IP telephony and media infrastructure software for enterprises whether it be from hosted, premise or a hybrid solution, connecting and managing calls and media sessions, without boundary. Our solutions are driving inbound, outbound and blended telephony, , SMS, chat and other media types throughout the world. contact Avenida Encinas Suite 202 Carlsbad California March 2013 All trademarks are the property of their respective owners. 8

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