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1 2014 Direct Drive, Inc. All rights reserved.

2 Overview Direct Drive offers a complete range of capabilities with IVR speech and touchtone recognition, and blended agent / IVR hybrid solutions customized for the needs of the direct response industry Senior leadership team profile averages more than 15 years industry experience with a depth of understanding client s telemarketing needs Significant marketing expertise focused on solving client business problems with expertly defined scripts and call flows for high transaction IVR and Agent campaigns Expertise in converting complex campaigns traditionally handled through live-operators to effective IVR programs Personalized account management center of excellence, 24x7 technical support, customized reporting consistently deliver high levels of customer satisfaction

3 Acquisition Services Full Range of Client Solutions Broad industry /product category expertise New product launches Inbound / outbound Application / script / user interface design Back Office Processing Claims processing Payment processing Database management Data capture Customer Acquisition Integrated Back Agent & IVR Office Automation Processing Fulfillment Customer Care & Support Fulfillment Application processing New account literature fulfillment Product and service training Customer Care & Support Member services Outbound notifications / surveys Customer care and inquiries Integrated live / hybrid automation Up-Sell/Cross-Sell Up-Sell Cross-Sell Customer segmentation and profiling Client and partnership marketing New product launches

4 Our Locations

5 Leading Edge Capabilities Platform Distributed network of servers (Cisco, Dell, etc.) Standards based VXML 2.0 compliant Genesys/VoiceGenie telephony servers Nuance ASR and TTS 46 languages available MS SQL 2000 cluster database architecture Network Cisco voice gateway architecture VoIP and PSTN enabled External database interface expertise Multi-carrier Genesys CTI integration Operations 24 x 7 automated monitoring Auto escalation with drill down capabilities Router, server, application layer monitoring N+1 design Empirix Hammer Geographical redundancy / business continuity Hardened data centers Security audits and compliance Web based standard and custom reporting

6 DR-Customized Scripts & Interfaces Unique ability to understand client needs / business challenges and translate into effective scripts / user interfaces Advice and expertise marketing, industry-specific, contact center Expert design call flows and user interfaces Results focus ongoing measurement and application tuning Effectively control the message with alternative proven phrasings Ability to react quickly to modify the copy based on results Informative reveal basic details about the item Descriptive use expressive language Persuasive apply convincing terminology Proactive / non-passive tone upbeat voiceover Sense of urgency take advantage of immediacy of the moment with convincing up-sell message and copy to maximize revenue Question ordering that achieves results Legal compliance and disclaimers

7 Account Management Excellence Highest quality people Project management expertise Ability to effectively understand client needs and business challenges Authority to quickly make decisions Commitment to excellence Attention to detail All customer requirements, scripts, call flows, user interfaces, and reports thoroughly reviewed Close monitoring of programs enables quick modification to insure success High degree of flexibility in meeting customer timelines Expedited requests Late changes Rush projects Recording and modification of script recordings Available 24 X 7 Results analysis to insure high conversion and up-sell rates

8 Project Plan Methodology Analyze Identify opportunities for improvement & outline project strategy Review business requirements & processes Review of existing Campaign Call center statistics & live-call monitoring Interview Subject Matter Experts Identify and analyze voice user interface & technical requirements Define success criteria Map out solution Client review & sign-off on requirements Design Call Flow Diagrams Sample Dialogs Branding Considerations Detailed Dialog Design Early Usability Research Architecture Client review & sign-off on Design Build Application code Recognition grammars Prompt recordings Integration Logging & reporting Test plan Unit & system testing Voice User Interface Review User Acceptance Testing Deploy Pilot Deployment: Whole-call analysis Prompt tuning Full deployment: Recognition tuning Whole-call analysis Finalize documentation Lifecycle support Define next project phase

9 Hybrid Solutions Provides ability to use IVR for part of the call, and transfer to an agent with a screen pop of information collected in the IVR, for seamless customer service xxx-xxxx IVR Platform Automation Applications Customer Database CTI Agents Hybrid Solution Benefits: Significant reduction in overall cost without sacrificing quality Scripting, call flow, and user interface design expertise enables consistent user experience and high customer satisfaction Our experience brings the value added element to the process that others don t possess

10 Computer Telephony Integration (CTI) Benefits Traditional use of IVR IVRs have traditionally been used to provide or push information to customers IVRs have been an all or nothing proposition customer needs are either met in the IVR, or they have to start all over with a live person When transferred to a live operator, customers have to repeat information they just entered Traditionally CTI has been used to pop only pre-existing customer information to live agents IVR has primarily been used to automate simple transactions that do not necessarily require a live person CTI Benefits CTI is used to gather information CTI enables a true hybrid solution: part automation and part live agent Customers do not have to repeat any information to the live agent CTI pops not only existing info, but brand new information just gathered by an IVR CTI enables you to apply automation to generate savings on calls that do require a live person

11 Inbound IVR Capabilities Interactive Features Touch-Tone Advanced Speech Recognition Text-to-Speech Capabilities Ability to use IVR for all or part of the call Transfer to a live agent and pass any caller info plus newly collected data via a CTI generated screen pop creating best use of hybrid solutioning and highest levels of customer satisfaction Datasource integration for real time lookups in customer databases/web services

12 Standard Change Controls Message Changes without Script Logic Changes 6 hours for temporary voice 24 hours for matching voice talent Script Logic Changes 3-5 business days, depending on complexity and extensiveness of change Reporting Changes 2-5 business days, depending on complexity and extensiveness of change

13 Real-Time Results Reporting IVR results all reported in one place Near real-time reporting center provides secure results in an understandable format 24 hours a day, 7 days a week

14 Online Reporting Features Our website features the summary results of each individual user s top 5 programs as soon as you log in Expand summary results to Current Media Week, Calendar Month, Year to Date, or Program to Date with one click Each top 5 program name is hot linked to automatically generate the complete Daily Summary report (with upsell detail) for the time period featured. It s a single click, giving you the fastest access to the program details that matter most.

15 Review Your Data Your Way #1 View any program by selecting Reports from the menu bar Customize your output with our new features: Select Web Program Name: ALL to review all media codes combined for the total picture, or select individual codes to track results separately User may chose to include script version number within results grid

16 Review Your Data Your Way #2 Prefer your results by hour or by station? Re-sort the results, with one click on Media Summary or Hourly Summary at the top of the page Click expand (+) to get the additional detail you need to make important media decisions Or select Expand All Group when choosing initial report criteria for a report that generates all dates, media assignments or hours of day - fully expanded so that data can be examined in as much detail as necessary

17 Why Are We Better for DR? Direct Drive offers a complete range of IVR capabilities with speech recognition, IVR / Live Agent hybrid solutions Market Leadership IVR applications focused on high transaction applications Speech recognition capabilities in 46 languages Serving the world's largest companies and entrepreneurs alike Experienced Management Team Stable senior Management team averaging over 15 years industry experience Thought Leadership Industry pioneer in value added IVR solutions (e.g. first automated credit card app.) Expertly designed scripts and user interfaces based on expertise in client verticals Expertise in converting complex applications traditionally handled through live-operators to effective IVR programs Value Added Solutions Hybrid IVR/Live agent solutions Ability to achieve high levels of automation and reduce costs Improved and consistent customer experience Move from cost center to profit center through revenue generation up-sell capabilities On-demand pricing requires no capital investment or IT staff to manage Integrated Leading Edge Technology Turn-key hosted IVR platform Fully redundant, reliable platform & network, VoIP enabled to support mission critical applications Industry leading IVR platform based on Genesys/VoiceGenie, Nuance. Standards based VXML application development for quick time to market Directed dialog and natural language speech

18 Contact Us Mark H. Stenberg President address 1324 Lexington Ave. Suite 170 New York, NY office x805 website directdrivepro.com 2014 Direct Drive, Inc. All rights reserved.

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