ETC ASK THE EXPERT SOLUTION DETAILS. Overview User Experience Overview Use Cases Banking Education... 3

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1 ETC ASK THE EXPERT SOLUTION DETAILS CONTENTS Overview... 2 User Experience Overview... 2 Use Cases... 3 Banking... 3 Educatin... 3 Health Care (Remte hspital cnsults / fllw-up)... 3 Features... 4 Call Buttns... 4 Infrmatin Area... 4 Branding Optinal Terms And Cnditin Page Optinal Survey... 6 Required Infrastucture Technical Details... 7 API s used fr Ask the expert... 7 Licensing Mdel... 7

2 OVERVIEW ETC Ask the Expert is a Lync applicatin that allws walk-up custmers t cmmunicate with a remte subject matter expert. The custmer and expert can cllabrate n a tw-way vide call, share files, start nline applicatins r whitebard. The additin f the app can clse business, imprve relatinship stickiness and imprve custmer satisfactin. USER EXPERIENCE OVERVIEW 1. The custmer, at the kisk views the icns n the left. The experts that are available appear highlighted, thse that are ffline r unavailable are greyed ut. 2. The custmer tuches the Call Buttn f interest and a vide chat is started with an available expert (ver Lync using the IP intranet r Internet). 3. The answering agent receives a Lync tast with an inbund call Ntificatin. 4. When the agent accepts the call they will see the vide f the kisk user. The agent can nw start their vide. 5. The agent can share cntent (i.e. applicatins, terms and cnditins, drawings, prduct specs) frm their PC t the kisk 6. The agents can be anywhere; at a centralized peratins center, HQ lcatin r even lgged int Lync frm hme wrking part time

3 USE CASES BANKING With ETC Ask the Expert, financial institutins can achieve increased sales and retentin rates while simultaneusly decreasing the cst f custmer interactins. Example scenaris may include: Bank custmers can chat with a mrtgage expert t ask questins, t start an applicatin, r t finish an applicatin. A custmer in prcess f applying fr a lan can chat with their Lan Officer abut any questins during the lan applicatin prcess. A custmer can chat with a mrtgage lan agent regarding tday s rates and discuss when t lck in that rate. A custmer can chat with an aut lan agent abut current rates and prmtins. New custmer inquiries Questins regarding the different prducts that the bank ffers Sign up fr new accunts Existing custmer inquiries Questins abut existing accunts adding new accunts r making accunt changes EDUCATION Fr clleges with multiple campuses students can chat with different faculty grups at different lcatin such as Admissins (curse questins) Registers Office Financial assistance Schlarships Husing HEALTH CARE (REMOTE HOSPITAL CONSULTS / FOLLOW-UP) Patients can chat with health care experts in different departments like billing, general health questins, etc.

4 FEATURES CALL BUTTONS Yu can have up t 4 different call buttns Each call buttn launches a call t either an individual Lync user, r a specific Lync respnse grup. Call Buttns are enabled r disabled (greyed ut) based n the availability f Lync users. If the Buttn calls a respnse grup it will be enabled if at least ne Lync user frm that respnse grup is available. If the Buttn calls an individual Lync user, it will be enable if that user is set as available INFORMATION AREA The infrmatin area displays RTF files, which can include images and text. Multiple infrmatin views can be created by using multiple RTF files. If multiple RTF files are defined, each RTF file will be displayed ne at a time in the infrmatin area. Each view will be displayed fr a cnfigurable number f secnds, s yu can cntrl hw lng each view is displayed. RTF files can easily be created In Micrsft Wrd.

5 BRANDING ETC ASK THE EXPERT interface can be custmized t match the lk and feel f a cmpany s existing branding. The lg at the tp left can be switched with yur wn lg image (suggested size 450px wide by 150 px tall with transparency The backgrund area can be changed t an image, r a slid backgrund clr as needed. The fnt, fnt clr, buttn clr and advertisement area clr can all be changed in the settings app.

6 OPTIONAL TERMS AND CONDITION PAGE User can be prmpted t accept the terms and cnditins page befre the call is placed. OPTIONAL SURVEY A Web-based survey can be shwn using an internal r 3 rd party website. Ex: REQUIRED INFRASTUCTURE On Premise Lync 2013 Deplyment (because its uses a new feature nly available in Lync 2013 and newer). This app can be used in the clud with Office 365 fr as lw as $2/m. N Lync deplyment is necessary allwing fr easy installment and use in banks, retail stres, etc. Nte: (Respnse Grups d nt exist in Office 365. All call buttns will need t be cnfigured t an individual use.) All-in-ne Windws 8 machine Tuchscreen laptp Kisk Direct attached USB handset fr VIP privacy/quality Pssible Kisk hardware: Uses SQL LcalDB t save all cnfiguratin data. LcalDB is a lightweight, simple t install versin f SQL Express that runs right n the kisk machine.

7 TECHNICAL DETAILS API S USED FOR ASK THE EXPERT Lync Client SDK - Used t hk int the Lync client running n the desktp. Tells the Lync client t start a call when a call buttn is pressed. Uses the Lync client t update the status f the call buttns based n agent s Lync presence. LICENSING MODEL Per kisk Licenses Optinal Annual Supprt Cntract per license Qute fr special custmizatin available per request.