Acquire(requirements. scenarios.

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2 Acquire Acquire(requirements Prospect(has(consistent(look(and(feel(across(marketing(channels((i.e.(one(voice(to(the( customer) Product(management(system(and(Content(data(base(that(with((business(logic(to(ensure( consistent(branding.(( Prospect(gets(personalized(products(and(services. Ability(to(target((prospect(with(personalized(offers(based(on(context(and(knowledge( gathered(through(company(history(and/or(social(media(sources.( Prospect(has(easy(to(use(SelfCservice(capability. Web(site(with(links,(FAQ,(knowledge(DB,(etc.(( Prospect(can(instantly(chat((with(a(sales(representative. OnCline(chat(system(where(representative(has(scripts(for(common(questions(and(sales( scenarios. Prospect(gets(relevant(and(timely(product(offers.( Ability(to(get(market(targeting(based(on(aggregate(market(data.((Example,((high(school( graduations(in(delaware(take(place(on(june(1st,(whereas(high(school(graduations(in( Philadelphia(take(place(on(June(26th.((Run(loan(promotion(ads(for(college(loans(in( Delaware(last(week(of(May,(and(in(Philadelphia.((week(of(19th(of(June. Prospect(can(interact(with(business(over(any(channel.((Web,(mobile,(text,(chat,(phone,( wearables,(sensors,(kiosk,(branch,(3rd(party(portal,(related(stores ) All(communication(channels(are(open(for(the(prospect(to(get(info(or(buy.((Regardless(of( channel(the(interaction(with(prospect(is(tagged(with(an(id(and(recorded. Prospect(gets(contextual(information(and(offers.( Ability(to(get(contextual(information(and(present(offers.((Example(1)(Offer(to(prospect( coming(from(a(web(site(is(different(than(offer(to(a(prospect(coming(from(kiosk(at(a(mall.(( Example(2)(IoT(enabled(services.((For(example,(apple(iBeacon(enables(indoor(geo( location(so(person(at(a(car(dealership(gets(offer(for(a(car(loan(at(a(discount(rate. Prospect(can(download(an(app(to(mobile(device(or(TV. Mobile(app(available.(( Barter((tracking(system(for(people((i.e.(Venmo(like(capability(where(people(keep(track( of(funds(owed(each(other(and(have(the(option(of(deducting(funds(from(bank(account.) Offer(social(and(bartering(type(tracking(system(for(people((i.e.(Venmo(like(capability) Prospect(can(easily(link(to((followCon(or(additional(services(or(applications(offered(by( company(or(3rd(party(companies. Links(to(add(on(services(or(3rd(party(services(and(APIs Company(can(get(varied((new(services(through(company(portal(C(i.e.(Buy(cars(from(the( banks(web(site(c(get(discounted(loan. APIs(where(external(businesses(that(want(to(use(the(bank(as(an(alternate(sales(interface( for(their(products,(can(sign(up(and(link(to(the(banks(offering(page(or(app. Prospect(gets(offers(through(place(of(employment.( API's(so(employers(can(sign(up(and(use(special(offers(to(their(employees(as(a( recruitment(benefit.((product(management(engine(can(configure(products(and(prices( based(on(a(prospect(engaging(through(his/her(place(of(employment. Prospect(can(get(offers(through(eWOM((electronic(word(of(mouth) Contextual(service(that(knows(a(prospect(is(a(referral(and(configure(product(offer( appropriately,(and(can(track(a(referral(based(business(arrangement(with(3rd(parties((i.e.( people(easily(signcup(to(get(money(if(one(of(their(social(network(connections(buys( something.) Service(are(available(through(other(businesses. Are(APIs(available(to(enable(alternate(sales(channels?((i.e.(allow(Walmart(to(sell(your( banking(services(or(white(label(them?) Can(prospect(use(all(channels(to(make(inquiry(C(including(SMS,(TV,(other(.. Extensible(UI(framework. MultiCchannel(response.((Cross(channel(response.(((i.e.(prospect(can(send(in(a(request( for(info(via(a(text(message(and(request(that(the(response(be(sent(in(an( .) Linkages(across(all(customer(communication(channels. Prospect(instantly(gets(a(confirmation(response(to(a(request(for(information?(C(all( channels.( Automated(response(mechanisms(for(confirmation(of(request(across(all(channels.((For( example,(if(prospect(clicks(on(a(web(site(to(request(info,(they(have(a(field(to(enter(their( phone(number(and(either(get(a(call(or(get(sent(a(text(confirming(the(request.(internal( business(capability(to(store(the(interaction,(identify(it,(and(begin(a(profile(of(the( prospect.(( Prospect(detailed(information(request(is(responded(to(rapidly. Ability(to(route(question(to(appropriate(internal(resource(that(can(respond(to(the( question. Prospect(is(guided(through(to(a(purchase.( System(and(services(that(let(representative(get(profile(information(and(context(of(the( inquiry((so(the(prospects(inquiry(is(handled(seamlessly.( Prospect(gets(fast(response((Instant(message,(chat,(phone,(text,( ) Service(reps(are(trained.((Chat((system(available.((Text(service(available.(( (available.( for(reps(to(instantly(get(answers(to(prospective(customers.((a(sales(system(that(has( easily(accessible(scripts(for(reps(to(use(to(guide(a(prospect(to(a(sale. For(phone(call(requests(C(IVR(system(retains(prospect(information(and(passes( information(if(transition(is(required(to(live(representative. CTI(integration(where(state(is(maintained(so(prospect(can(transition(to(reps.((Phone(to( computer(data(source(connectors. Prospect(can(schedule(followCup(communication(over(a(selected(channel((i.e.(phone,( chat,(video(conference ) Scheduling(tool(linked(to(customer(ID(and(profile. On(initial(contact,(prospect(can(be(offered(a(special(promotion. System(that(allows(a(sales(rep(to(instantly(enact(a(promotion(or(pricing(change(to( convert(prospect(to(customer? Prospect(can(see(or(learn(through(a(sales(person(if(any(of((their(social(network(contacts( is(already(a(customer?((people(buy(what(their(friends(buy) Social(media(APIs(in(place(to(gather(info(on(a(prospect(and(update(their(profile. If(prospect(does(not(convert(to(customer,(there(a(process(and(a(system(where(("reasons( why(they(didn't(buy"(are(captured? Logging,(data(collection(and(analytics(capability.(Dig(data(analysis(system(if(scale(is( required. Prospects(application(information(is(gathered(from(a(third(party(sources(rather(making( customer(input(or(gather(it.((i.e.(fb(profile,(linkedcin,(government(agency,(employer( payroll(processor,(etc..) Authorization(interface(and(connections/APIs(to(get(data(from(other(sources.(For( example,(fb(profile,(linkedcin(profile,(government(agency,(employer(payroll(processor,( etc..) Prospect(can(electronically(submit(applications(from(web,( ,(fax,(photo((if( applicable). Document(upload(and(management(system.(Tracking(system(to(ensure(all(documents( are(collected(and(status(of(overall(document(collection(requirements. Prospects(gets(prompted(for(completion(or(submittal(of(remaining(documents. System(to(automatically(send(alerts(and(prompts(or(offers(to(prospect(via(text,( ,( snail(mail,(phone(or(other(message(medium. Prospect(can(sign(forms(electronically? Authorization(and(signature(verification(system.

3 Prospect(can(request(information(from(3rd(party(companies(directly(from(you re(your( companies(web(site. Prospect(can(check(application(status. Links(to(3rd(party(companies(where(prospects(can(request(the(information(they(need( for(the(application(process. Self(service(system(that(is(accessible(from(all(channels. Prospect(has(instant(interaction(capability. Prospect(can(schedule(an(appointment(to(interact(with(the(business Prospect(is(notified(of(status(and(approval(across(all(channels. Systems(in(place(for(a(prospect(to(instantly(connect(and(interact(to(get((questions( answered(via(phone,(chat,(text(and(other.((internal(to(the(business,(the(same(type(of( instant(access(is(provided(so(sales(representatives(can(contact(internal(personnel(to(get( a(prospects(questions(answered(immediately. Appointment(setCup(services(and(web(page.((Calendar(requests(are(sent.(Interaction(can( be(chat,(phone,(incperson,(video(call. Work(flow(process(with(instrumentation(so(status(can(be(tracked(across(the(work(flow.( Workflow(extends(to(partners(that(may(be(part(of(the(approval(process.((For(example,( with(a(loan,(the(underwriter(must(approve).

4 Connect Connect'Requirements Customer'can'purchase'over'all'channels' 7/2/20157/2/2015 Customer'has'multiple'payment'options'(cash,'credit,'PayPal,'apple'pay,'installment,' etc. Merchant'accounts'with'providers. If'installment'or'lease'is'required,'customer'is'guided'to'required'information'submittal' interface.''customer'profile'information'is'automatically'populated'into'forms. Service'logic'that'automatically'sends'a'customer'to'payment'plans.''Authorization' request'sent'to'customer'over''web,'mobile,'chat,'text,'phone,'wearables,'sensors.'' Once'authorized,'all'known'profile'data'is'inserted'in'forms.''Additional'data'is' requested'behind'the'scenes'from'3rd'parties'on'behalf'of'the'customer.''that'data'is' instantly'input'into'fields'of'customers'application.'additional'data'not'automatically' gathered'is'request'of'customer'via'all'channels.' When'payment'processing'is'complete'customer'receives'login.''Account'is'already'set' up'for'them. Auto'customer'setOup'services'and'authentications'for'access'to'services. Customer'is'informed'of'availability'of'products. Recommendations'are'presented'for'additional'or'associated'products'and'services. Recommendation'engine'with'contextual'awareness. Once'payment'processing'is'complete'new'product'is'shipped'(assume'shipping' specification'interactions).''the'new'customer'can''logoin'to'web'site'or'be'notified'to' download'application'(i.e.'push'out'a'link'that'lets'them'download'app).''note:''web' log'in'is'delivered.'no'need'for'a'new'customer'to'repeat'information'and'start'creating' a'logoin'to'the'company'site.''it's'already'done'and'all'the'customer'needs'to'do'is' change'the'password. If'the'application'is'approved,'can'the'new'customer'logOin'to'web'site'or'be'notified'to' download'application'(i.e.'push'out'a'link'that'lets'them'download'app) Product'order'number/tracking'number/web'url/'and'welcome'collaterals'are'instantly' provided'to'customer'(sent'to'app,'sent'to' ,'sent'as'sms,'phone'call'o'depending' on'customer'preferences. Can'the'approved'process'enable'the'new'customers'account'to'automatically'be' created'thereby'saving'them'from'having'to'enter'profile'data'to'create'a'logoin'etc. If'a'sales/service'rep'is''taking'the'order,'''profile'information'is'available'so'customer' doesn't''have'to'repeat'information. Are'provisioning'systems'aligned/integrated'with'inventory'and'sales'systems?''If' partners'or'other'provisioning'partners'are'part'of'the'supply'chain,'are'their'systems' automatically'updated? Customer'is'notified'of'product'configuration,'customization,'approval'requirements. Documentation'and'workflow'explanations'are'visible'and'downloadable. Customer'is'provided'knowledge'of'the'detail'and'time'requirements'for'workflow' steps. Documentation'and'workflow'explanations'are'visible'and'downloadable. Customer'is'provided'information'on'where'to'check'on'status'of'their'order. Web'portal'and'mobile'application'enable'customer'to'check'status.''Work'flow'status' must'be'accessible'and'web'and'application'connector'implemented. Customer'is'notified'over'selected'channels'at'each'stage'of'the'workflow. Communication'function'that'sends'alerts'based'on'work'flow'events Customer'can'sign'for'things'onOline'or'via'mobile'device. Signature'authentication'system. Customer'knows'when'workflow'is'dependent'on'another'party'in'the'supply'chain. Web'portal'and'mobile'application'enable'customer'to'check'status.''Work'flow'status' must'be'accessible'and'web'and'application'connector'implemented.'access'services'to' 3rd'party'status. At'completion'of'the'workflow'customer'is'notified'of'order'completion'and'delivery' date'confirmed. Ability'to'push'specific'events'to'customer'over'various'channels. Customer'can'schedule'workflow'interactions'and'get'immediate'confirmations'and' calendar'appointments? Scheduling'application'available'on'Web'or'mobile.''Ical'service'to'push'calendar' appointments'to'customer'calendar. Customer'can'schedule'deliveries'and'get'immediate'confirmations'and'calendar' appointments? Scheduling'application'available'on'Web'or'mobile.''Ical'service'to'push'calendar' appointments'to'customer'calendar. Customer'to'business'video'conferencing'available'if'needed'to'resolve'issues. Video'conferencing'service. Does'delivery'person'(either'internal'or'outsourced)''have'knowledge'of'the'customer' and'can'they'get'instant'answers'to'customer'questions? Authorized'access'to'customer'information'provided'to'internal'and'3rd'party'support' organizations. Customer'can''get'"how'to"'guidance'for'the'product'or'service'if'its'required'(By' phone,'text,'video?,'faq,'collaborative'web'site...). Self'service'portal'and'content'to'support'the'customer. Customer'can'change'appointment/delivery'time'and'is'aware'of'restrictions'or' deadlines'to'making'changes. Delivery'person'gets'instant'notifications If'self'service'installation,'can'customer''access'howOto'docs,'videos,'knowledge'base,' social'network'of'other'users,'etc.,'and'also'transition'seamlessly'to'knowledgeable' support'staff Product'management'system'has'upOtoOdate'product'info'that'support'people'use'for' servicing'customers.'' Customer''knowledgebase Organization'has'established'knowledge'base'with'search'capability. Customer'can'contribute'to'support'knowledgebase Collaborative'facilities'on'customer'web'site'and'mobile'app.''Customers'can'access,' search'and'comment'on'solutions'to'questions'and'issues.'

5 Customer'is'contacted'by'organization'with'a'preOemptive'support'call. Scheduling'system'that'enables'support'personnel'to'reach'out'to'customers'at' purchase'or'delivery'and'ensure'they'have'information'or'help'that'they'need. Customer'selfOservice'support'system'that'enables'customer'to'transfer'easily'to'"live"' System'in'place'that'maintains'customer'context'regardless'of'interaction'channel. support'is'required. Customer'gets'fast'response. Customer'service'scripts'are'available'to'reps.''Workforce'management'tool'to'ensure' staffing'and'support'requirements'are'met. Customer'is'routed'to'the'appropriate'person'with'the'knowledge'to'resolve'questions' Skills'Based'Routing'(SBR)''system'or'triage'based'systems'that'enables'skills'matching' or''issues. and'customer'routing'to'appropriate'person'that'can'resolve'issues'or'questions. Customer'and'support'person'can'collaborate'in'real'time'with'other'company' Social'network'system'in'place'for'employees.''Must'be'capable'of'state'and'session' resources'to'resolve'issues. management'so'customer'information'is'retained'and'can'be'shared'without'customer' repeating'it.'system'should'be'capable'to'maintain'all'media'data''o' s,'docs,'social' messages,'phone'calls.''all'customer'transactions'are'recorded,'tagged'with'an' identifier,'and'referenceoable'(i.e.'a'customer'or'a'support'person'can'look'up'all' transactions'across'all'communication'media(phone''calls,'texts,' s,'collaborative' social'sessions,'onoline'chats)'based'on'an'id'reference'number).''accessible'easily'to' employees. Customer'can'easily'obtain'all'information'and'transaction'history'about'a'support'case' Case'management'system'for'centralized'tracking'of'customer'cases..''Case' they'opened.' management'system'is'integrated'other'communication'systems'o(i.e.' ,'social' network'communications,'phone'calls,'etc.'can'be'captured'or'referenced'into'case' management'system.'customer'service'rep'have'access'to'entire'customer'history. Customer'knows'that'the'support'or'service'representative'knows'all'of'the'products' Support'system'with'integrated'product'or'access'to'products'database'so'products'can' that'they'have'purchased'and'a'history'of'support'transactions. be'associated'with'customers. Customer'gets'followOup'responses'if'needed. Workflow'system'in'place'to'ensure'information'customer'information'collection,' management'authorizations,'issue'tracking,'and'escalations. Customer'can'start'an'interaction'on'one'device'and'resume'later'on'another. Customer'gets'proactive'assistance. Customer'has'easy'access'to'entire'interaction'history'and'status Context'and'state'management'engine. Contextual'help'is'consistently'provided. Web'and'mobile'access'to'case'management'system.

6 Extend System'is'always'available. System'transaction'performance'is'great.''(i.e.'mobile'and'web'systems'are'fast) System'security'is'great. Extend'Requirements IT'infrastructure'is'built'to'withstand'outages IT'infrastructure'is'built'on'high'performance'architecture.'Continuous'system' monitoring'is'in'place'and'support'team'reacts'effectively IT'infrastructure'is'built'on'secure'architecture.'Policies'in'place'for'sensitive'data.' Network'and'systems'segmented''in'a'way'that'provides'the'highest'possible'level'of' security.'vulnerability'testing'done.'regular'security'system'updates.'assigned'security' person/team.' New'technologies'are'available'for'customer'to''interact'with'the'business. Associated'products'and'services'are'easily'accessed. Extensible'system'to'accommodate'new'communication'technologies'as'they'become' relevant'(i.e.'rfid,'nfc,'zigbee,'etc.) API'is''available'to'grow'integrated'ecosystem'of'related'providers'of'products'and' services'that'can'enhance'customers'relationships. Relevant'product'and'service'offers'are'pushed'to'customer. Business'relationship'extends'social'network'of'customer. Be'able'to'spot'growth'areas. 'Know'where'improvements'can'be'made. Evangelize'via'social'media. Control'bad'press. Social'media'customer'analysis. Extend'profile'information. Internal''systems'maintain'customer'history.''Social'media'collection'services'build'out' customer'profile.''links'are'in'place''to'product'management'system'to'create' customized'offers'for'followoup'sales'to'customers.''an'advanced'system'may'even' deliver'offers'based'on'point'in'time'geoolocation'or'other'context'information.''(i.e.' customer'is'at'an'auto'dealership,'so'send'message'with'discount'car'loan) Based'on'businesses'profile'of'the'customer,'a'system'is'available'to'enable'the'' customer'to'reach'out'and'link'to'other'customers'with'similar'interests.''(i.e.'joe' purchased'fishing'rods'and'is'likely'a'fisherman.''joe'has'access'to'contact'other' fisherman'customers'of'the'company'(with'their'authorization'to'enable'that'service) Data'collection'and'analysis'systems'in'place'to'continually'analyze'customer'data'and' determine'best'selling'products.'' Data'collection'and''analysis''system'to'determine'product'service'requests'and' customer'complaints. Projects,'programs,'and'systems'for'communications'over'all'social'media'channels. 'Monitor'social'media'and'advice'services.'''Engage'bad'reviewers'in'communication.'' Social'network'response'processes'and'systems''to'contain'bad'press. Ability'to'find'social'media'connections'of'customers'and'analysis'for'similarities'in' profiles.''goal'is'to'find'new'prospects'for'sales.''provide'enticement'system'for'existing' customers'to'prompt'their'social'contacts'to'a'purchase.'(i.e.'if'you'get'your'friend'bob' to'sign'up'for'a'credit'card,'you'get'5000''frequent'flier'points) Extensible'CRM''system'with'alerts'(i.e.'notifications'of'customer'birthdays)