Purpose. How it works. Benefits. 1. Caller Makes an inbound call. 2. ACD chooses the next available agent and notifies the CTIS Server

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1 Inbound Screen Synchronization Purpose This capability connects the caller (customer or client) with your customer database. Your customer service representative is: Able to provide a more rapid response Better prepared to handle the call Able to access customer information without having to interrogate the caller. Allow the customer to provide information at a single source without having to provide that information over again when their call is transferred. Provide personalized, key client services Caller 1. Caller Makes an inbound call 2. ACD chooses the next available agent and notifies the CTIS Server 3. CTIS Server pops screen with data ACD CTIS Server The Computer Telephony Integration Server (CTIS) receives information about the caller from a variety of sources. Two network options are communication technologies called Automatic Number Identification (ANI) and Dialed Number Identification Service (DNIS). These may be used individually or in conjunction 4. Call is routed to the chosen agent 5. Agent handles the inbound call Representative with each other. ANI provides the system with the number where the call is being placed from and DNIS provides the system with number that has been dialed Two local options are the PBX/ACD and/or a Voice Response Unit (VRU). The CTIS also receives from the PBX/ACD information indicating which representative in the call center will be receiving the call. The CTIS determines which terminal/workstation the representative is using and sends the caller information to the representative terminal. The representative terminal then displays the customer information automatically when the call arrives. Shave seconds from each call. This results in direct, hard dollar savings from both Agent time and Network costs. Applications typically pay back in less than a year. Provide better personalized customer service. s feel a stronger partnership with the company.

2 Purpose Outbound Screen Dialing This capability utilizes the customer or client list from your company's computer system or an external list service to generate outgoing calls based on your selected criteria. These calls may be used to proactively contact your existing customers. Applications include; follow-up order status, market studies, or proactive sales and services. This allows your Service Representative to: Have information on target customer or client prior to call being placed Have a proactive customer service image Contact more customers with less representative interaction Use their time for only connected calls. There are two distinct variations of this capability, Preview and Predictive dialing. Predictive dialing uses a statistical algorithm to determine how many calls to place and at what time to place them to keep a set of representatives continuously connected to clients. ComTek provides modular solutions in the preview dialing area which move the telephony function of the system from the telephone to the workstation. With Preview Dialing the representative or a call center administrator has the ability to build a list of clients to contact. The representative is shown the customer records from this list and given the choice of whether or not to dial. Once dial is selected a command is sent either directly from the workstation to the PBX/ACD or via a Computer Telephony Server to the PBX causing the call to be dialed Benefit 1. Outbound data is generated through a data link 2. Call is initiated to a client 3. Detects an answered call 4. Client s record is screen popped 5. Outbound call is connected to a Service Rep 6. Service Rep handles the call PBX CTIS Server Representative Idle time is reduced which means: More efficient Representatives More customers contacted is less time s contacted more often which means: More Orders Better Service

3 Computer Telephony Integration System CTIS Purpose Screen Pop: Distribute caller information collected from the IVR and ACD/PBX to the agent. Skills Based Routing: Provide call routing based on information collected within the IVR and HOST. Event Tracking: Track all call events for each call passing through the switch. Workstation Telephony: Provide the ability to control all telephony operations from the agents workstation. Wiring Harness for the call center. Service Rep HOST CTIS ACD / PBX IVR CTIS receives notification of all call events for all calls passing through the switch via the switch CTI link. CTIS starts a call record for each call and appends all call events to this record. CTIS receives all IVR collected information for each call handled by the IVR. CTIS uses this information to fetch the customer information from the host. CTIS analyzes the customer information received from the switch, IVR and Host, matches this information to the agent skill set and determines an agent or agent queue best equipped to handle the call. CTIS then instructs the switch to route the call to the correct agent or queue. Once the switch has routed the call, CTIS receives notification of the agent receiving the call. CTIS then sends a message over the network to the agent workstation containing the caller information. This information is collected by the CTIS client on the agent workstation and is made available to the agent application. Shave seconds from each call. This results in direct, hard dollar savings from both Agent time and Network costs. Applications typically pay back in less than a year. Provide better customer service. s feel a stronger partnership with the your company.

4 Skills Based Routing Purpose Skills Based Routing or SBR provides routing of calls based on the skills required by the call. A computer first answers the call and asks the caller to supply information about the caller s needs. This information is matched to each agent s abilities and availability and the call is routed. Rules allow skills to be required, prioritized and weighted. Predetermined timing allow less able agents to handle a call without imposing an excessive hold time on the caller. The routing engine works on the concept of skills categories and skills. An agent may have zero or many skills within a category. Each skill an agent has receives a value indicating the proficiency the agent has in that skill. SBR has a section allowing for Call Routing Rules. These rules control: How to break routing ties between agents How long to hold a caller on a must route queue before rolling over to a general call center queue. What priority weight to apply to a skill set. This allows the system to be configured such that while language is a must have skill, operating system is two times as important. A rule set up like this would cause a caller to be routed to an agent with some language skills in their area but, primarily to the person who was most skilled in their type of problem. If the total skill score for the best skilled agent is less than (X) wait (Y) seconds, check again. Try (Z) times before routing to the top skill rating. Route to the last person this caller spoke to if possible. And many other parameters! ACD Representatives CTIS Server SBR provides three distinct advantages: Callers are happier because they do not waste their time in a call transfer loop never really getting to someone who can answer their question. Call handling costs are lowered as call transfers are dramatically reduced. Call Center managers are easily able update and administer the complete system.

5 Skills Based Routing Example ENGLISH SPANISH FRENCH 0 IV R 0 Caller selects 1 for Windows 95. Caller has already called in on the French line, so there are 2 agents available who have non-zero skills in the areas required by the caller. Welcome to the HomeMagic support line. To help us provide more efficient service to you we would appreciate if you could answer a few questions about your reason for calling today. At any time you may press zero followed by the # key to be placed on hold for the first available customer support representative. 0 Please press 1 for questions on Windows/95. 1 Press 2 for questions on Mac OS. 2 Press 3 for questions on UNIX. To repeat this information please press *. <customer provides input> Please hold while we transfer you to the agent most appropriate to your needs. 0 Skills based routing uses a unique algorithm to determine the customer service representative that has the best skills to handle the callers request. 0 This example becomes significantly more complex with the diversity and variety of skills within most customer organizations today. 0 Skills Based Routing handles this easily. Secondary Route Primary Route Francis x1001 Language English 3 Spanish 0 French 5 Operating Systems Win/95 1 Mac OS 5 Unix 2 Manual x1002 Language English 4 Spanish 5 French 0 Operating Systems Win/95 5 Mac OS 3 Unix 0 Susan x1003 Language English 5 Spanish 0 French 3 Operating Systems Win/95 2 Mac OS 2 Unix 5 Richard x1004 Language English 5 Spanish 0 French 0 Operating Systems Win/95 3 Mac OS 3 Unix 0

6 Purpose Call Center Solution ComTek combines ComTek s Screen Phone and CTIS products with IVR capability to fully integrate your customer center with the most efficient use of resources and functionality. ComTek s integrated solutions provide your call center with: Automated dialing Intelligent call routing and call transfer Screen pop of client records Skills Based Routing Load balancing of multiple site call centers Call history reporting ScreenPhone Agent Workstation Interface CTIS attached to the host, PBX/ACD, IVR and Agent Workstation provides monitoring and control of inbound and outbound calls. Incoming calls may be routed to an available agent based on the specified skills, or training, without regard for which location they resided. During idle times, the system may, based on your specified parameters, start available representatives call backs from the list of customers who abandoned in queue or left messages. After the system detects that the inbound queues have risen past a customer specified parameter, the representatives will be returned to handling inbound calls status. Multiple call centers are load balanced according to your needs, with calls routed to an alternate center when a given center reaches a user defined load threshold. All calls are tracked within the system to provide a complete call history, indexed by customer provided information, of the call activity in all of your call centers to measure call history for balancing peak demands. PBX 9751 Computer Telephony Integration System (CTIS) CTI Link Voice IVR Data Base Representative Benefit Incoming calls are handled more efficiently More efficient Representatives More customers contacted is less time s contacted more often which means resulting in more Orders Time Zone / Peak period efficiencies More productive work flow

7 ScreenPhone Purpose Telephone on the workstation. Workstation Telephony: Provide the ability to control all telephony operations from the workstation. Screen Pop: Put up a user designed screen with caller information when call arrives at agent telephone. Rules based call handling: Each user can define a set of rules for handling each call. Call History: Track all calls which have arrived at the workstation. Network Calling Database: Provide the ability to connect to the corporate customer database for caller information. First or Third Party Call Control: Works with industry standard interfaces TAPI, CSA or TSAPI. ScreenPhone runs on an individual user s workstation. The telephone for each user is connected to the ACD/PBX only to provide a voice path. The workstation is connected to the switch via TAPI, TSAPI or CallPath. The Screen Phone instructs the switch to place calls for the users telephone, connect calls to the user, retrieve voice mail, transfer callers, and, in general, perform all functions which once had to be provided by an expensive digital telephone. Remove expensive digital telephone sets from the desk. Provides more space on the desk Provide better customer service by providing all caller information when a call arrives at the user s phone. Provide a log of all calls placed and received. Provide an easy workstation based interface to complicated Voice Mail Features. Provide a workstation based interface for call transfer, call conference and call hold. Supports up to 30 lines. Provide visual clue to Call Center administrator showing who is on what line.

8 Purpose Call Processing System ComTek combines ComTek s Screen Phone and CTIS products with IVR capability to fully integrate your customer center with the most efficient use of resources and functionality. ComTek s integrated solutions provide your call center with: Automated dialing Intelligent call routing and call transfer Screen synchronization of client records Load balancing of multiple site call centers Call history reporting CTIS attached to the host, PBX/ACD, IVR and Agent Workstation provides monitoring and control of inbound and outbound calls. Incoming calls may be routed to an available agent based on the specified skills, or training, without regard for which location they resided. During idle times, the system may, based on your specified parameters, start available representatives call backs from the list of customers who abandoned in queue or left messages. After the system detects that the inbound queues have risen past a customer specified parameter, the representatives will be returned to handling inbound calls status. Multiple call centers are load balanced according to your needs and time zone concerns, with calls routed to an alternate center when a given center reaches a user defined peak hour load threshold. All calls are tracked within the system to provide a complete call history, indexed by customer provided information, of the call activity in all of your call centers. Benefit Incoming calls are handled more efficiently. More efficient Representatives. More customers contacted is less time. s contacted more often which means resulting in more Orders.

9 InterVoice Application Support ComTek International Inc. is an authorized developer of InterVoice, Interactive Voice Response (IVR) applications. ComTek is fully qualified in development, maintenance and modification of InterVoice applications utilizing the InVision Graphical User Interface tool. ComTek provides customers with high quality, cost effective script development and maintenance. ComTek works with the customer to understand the specific requirements to meet the demands of the application. A scope of work is developed that will outline the projected application, timelines to development, other resources required if any apply, and finally budgetary pricing. Upon acceptance of the scope of work, ComTek s IVR specialists will meet with the customer to develop a thorough design specification for the application or modification. Once the application/modifications have been documented, ComTek will provide the customer with a firm fixed price for the work to be done. Any deviations from the original budgetary estimate will be documented. ComTek s standard turnaround for new script development is 30 days. ComTek will also work on a time and materials base for maintenance of existing application and other customer needs. Same outstanding support available through ComTek or InterVoice s RealCare support Rapid development of applications High quality development staff Plug and Play CTI applications Utilizes InterVoice s powerful InVision development tools Full Call Center administration training Single point of contact for all IVR problems available Warranty and Support ComTek provides the customer with a 90 day warranty upon acceptance of the application. ComTek offers both application support and single point of contact overall support for the system on a 7-day by 24-hour basis. ComTek application support, provides problem resolution for application related impacts to the performance of the IVR system or customer application. ComTek s specialist s examine the system and, correct the defect. If it is not a warranty problem ComTek will provide an estimate for correcting or modifying the application. ComTek offers full IVR support. ComTek takes ownership of any IVR related problem and determines the exact cause of the problem and dispatches the appropriate resources required to correct the problem. InterVoice, InVision and RealCare are Registered Trademarks of InterVoice, Inc.