Astute Knowledge Astute Knowledge SaaS Features Astute Knowledge Tools Web based user administration, authoring, workflow and reporting tools for maintaining Astute Knowledge Knowledgebase Astute Knowledge Application Server A background service that instantiates and makes available the Astute Knowledge knowledgebase to the user interfaces and API Interfaces referencing the knowledge Astute Knowledge User Interface Web based standard interface used for interacting with the Astute Knowledge Knowledgebase Astute Knowledge API Interface Used to develop custom interfaces and integrate into the Astute Knowledge Application server for personalization, integration to 3rd party systems and variable driven conversations Astute Knowledge API Documentation A Web developer s tool kit that defines methods and properties available in the Astute Knowledge API to create a custom or integrated interface using a SOAP protocol Content FTP Site A shared ftp site accessed via a web browser to copy local external files to the SaaS center used in the Astute Knowledge Software Astute Knowledge Documentation Online documentation for the Astute Knowledge Software. Accessed via the Astute Knowledge Tools help file. RealDialog SaaS Virtual Environment Configuration Databases Configuration will support Astute Knowledge SaaS Deployment Historical transaction data will be maintained for 2 years Additional space can be purchased Administration Database For adding users and role based security Authoring Database For creating the Astute Knowledge topics, responses and content in the knowledgebase Mart Database Optimized database that is populated daily with transactional data for reporting and learning.
Service Features OPERATING SPECIFICATIONS Astute Knowledge Astute Knowledge Agent Assist Automated access of a Astute Knowledge Agent Powered through either epowercenter or Standalone interface Contact center automated assistance Astute Knowledge Public Self Service(Virtual Agent) External access of a web based interface Astute Knowledge Private Self Service Internal intranet or restricted access extranet access of a web based interface Access is restricted to the interface by a known population of users Astute Knowledge Mobile External access of a External access of a mobile based interface Astute Knowledge For Facebook External access of a Facebook interface Databases Space Allocation Is Based on the Level of Service Contracted, Additional Space Can Be Purchased Content FTP Site Storing external documents that are used or referenced by Astute Knowledge Software 10GB of hard drive space will be allocated This space is for storage of external documents copied to the ftp site Web Server Apache and IIS server are deployed in a AWS shared environment and configured to the support following: Astute Knowledge Authoring Tools Astute Knowledge Web Reports Astute Knowledge User Interface Astute Knowledge API Version 03/11/15
VERBATIM Astute Verbatim Train Natural language processing (NLP) Astute Verbatim leverages natural language processing read the Astute Verbatim for each case, and determine the appropriate reason code. The system will upload previous case/reason code data to learn. This training will help improve the quality of results Analyze Content analysis Astute Verbatim determines the meaning behind each communication. This is used to determine the appropriate reason code. Topic Analysis Astute Verbatim will tag each case with the relevant topics being discussed in the case verbatim. Sentiment Analysis Astute Verbatim will determine the Sentiment of each the verbatim for each case. User Over- ride Astute Verbatim will allow a user to accept or deny the changes recommended by the software. Report Reports out of the box Astute Verbatim provides the following Reports: Reason Code Exception Report Recommended Reason Code Report
BUSINESS CONTINUITY AND DISASTER RECOVERY Recovery Point Objective (RPO) RPO is the age of files that must be recovered from backup storage for normal operations to resume if a computer, system, or network goes down as a result of a hardware, program, or communications failure. The RPO is expressed backward in time (that is, into the past) from the instant at which the failure occurs, and specifies that all data before that time point is to be restored. Data between the point of failure and the recovery point object is subject to risk of loss. Recovery Time Objective (RTO) (RTO) is expressed forward in time, from the time a disaster is formally declared. The RTO is the target time from the point of declaration to restore the data to systems in the backup facility so that the SaaS client customer can return to business operations. Disaster Declaration Disaster Declaration is when the SaaS Operations Manager officially determines that a systems Disaster Declaration is of a serious nature that while lead to an outage and that it is prudent to implement the disaster recovery plan to engage operations at the disaster recovery site. The SaaS Operations Manager, at their discretion, may return to the primary data center if it is returned to service before the RTO time has elapsed. Base Redundancy and Security In the Astute SaaS data center, our base configuration for SaaS customers includes redundant systems and security within the data center, and the following: Redundant equipment and networking Redundant power Redundant backup generators, with 3 contracts in place to have fuel deliveries made and they are first on list for delivery The application itself has built in redundancies in case the server itself is compromised Data Center is SSAE 16 Type 2 Compliant Safe Harbor certified Penetration testing validation is conducted annually Data backup and off site secure storage Disaster Recovery Standard o Recovery Point Objective: 24 Hours o Recovery Time Objective: 72 Hours at the original (single) data center site o Scenario Description: In this scenario, data will be recovered from the last backup. This backup will not be more 1
BUSINESS CONTINUITY AND DISASTER RECOVERY than 24 hours before the outage. The software will be return to full functionality in less than 72 hours from the time of the Disaster Declaration. o Recovery Process: Astute will maintain backups of the customer database. Should there be a hardware or software failure at the datacenter, Astute will install the backup database, and recover customer data. Recovery will be to the primary datacenter. Should there be an irrecoverable failure at the primary datacenter, Astute will make every effort to reconstitute the customer s databases and software at an alternate site. Astute will not be able to commit to a fixed timeline for this effort. DR Level 3 o Recovery Point Objective: 24 Hourso Recovery Time Objective: 72 Hours to a secondary data center siteo Scenario Description: In this scenario, data will be recovered from the last backup. This backup will not be more than 24 hours before the Disaster Declaration. The software will be return to full functionality in less than 72 hours from the time of the Disaster Declaration. o Recovery Process: Astute will maintain backups of the customer database. Should there be an irrecoverable failure at the primary datacenter, Astute will install the backup database at the secondary datacenter, and recover customer data. DR Level 1 o Recovery Point Objective: 15 Minutes o Recovery Time Objective: 1 Hour during Business Hours to a secondary data center site o Scenario Description: In this scenario, data will be recovered from the last backup. This backup will not be more than 15 minutes before the Disaster Declaration. The software will be return to full functionality within one hour from the time of the Disaster Declaration. o Recovery Process: Astute will maintain two copies of the customer database. The secondary database will be updated every 15 minutes at the secondary site. Should there be a Disaster Declaration of any kind at the primary datacenter, customer interactions will be redirected to the backup software at the secondary datacenter. 2
INSIGHT DASHBOARD Definitions Data Warehouse Data Mart Reporting Modules ETL Data Aggregation A database used for reporting and analysis. The data stored in the warehouse is uploaded from other operational systems. The data passes through an operational staging data store before it is used in the data warehouse for reporting. Access layer of the data warehouse environment that is used to get data out to the users for reporting Means the grouping of purchased reports, dashboards and scorecards Extracting data from other sources, transforming it to fit operational needs and then loading it into the data warehouse Any process in which information is gathered and expressed in a summary form, for purposes of statistical analysis. SaaS Services Insight ETL Insight Data Aggregation Insight Dashboard Application Reporting Modules Alerts Insight Documentation Insight Monitoring A background process that extracts data from varied contracted customer databases optimizes the data and then loads the data into the shared data mart for Insight Reporting. Information is pre- processed and loaded into the mart for statistical analysis. Aggregation allows complex information to be pre- populated for reporting. Web based application that allows customers to setup and configures user access to the application as well as usage and interaction with the reporting, dashboard and scorecard modules that have been purchased. Specific modules that contain groupings of standard reports, scorecards and dashboards that have been deployed in the Insight Dashboard based on modules licensed. User defined data thresholds that can be defined, analyzed and monitored within the Dashboard. Online documentation for the Insight Software. Accessed via the Application help file. Online monitoring and reporting of Data Loads, ETLs, Aggregations, and Services. SaaS Environment Shared Data Warehouse Staging A shared data warehouse that stores the customer information that has been extracted and imported via the ETL process. An online web environment accessed via a user id and password that allows reviewing and giving input on new and upcoming Insight release features.
INSIGHT DASHBOARD Production Data Types Report Access Production web environment for accessing via a user id and password the Insight reporting modules that have been purchased. Insight supports the loading and aggregation of most data types with the exception of BLOB and or any other data type storing images, audio or other multimedia objects. Insight data for alerts, reports, scorecards and dashboards will be available on the completion of the scheduled ETL process for the data that has been contracted to extract and load. Each customer time frame to run the ETL will vary based on the contracted data to be loaded.
EPOWERCENTER epowercenter epowercenter epowercenter epowercenter Services Mobile Professional Enterprise Premium Actions and Action Tracking l l l l Agent Console l l l Auto- Suggestions l l Case auto- assignment l l l l Case escalation rules l l l Case history l l l Case management l l l l Case queues l l l Case team collaboration l l l l Customizable dashboard l l l l Customizable Layouts l l l l Customizable reports l l l Knowledge base l l l Mail Merge l l l Mass Mailing l l Repeater/Goodwill tracking l l Multi- lingual support (Customer) l l l Role based permissions l l l Sandbox Environment l l Threshold Alerts l Visual SLA l l l l Event Scheduler l l l Scheduled Imports l l l Scheduled Reports l l l Scheduled Utilities l l l Email & templates l l l Email Auto- Response l l Email integration l l l Issue- Details l l Multi- currency l l l Surveys l Web & email case capture l l l Audit Trails l Hosted Web Surveys Multi- lingual support (Agent) l l l Address Cleaning and Verification Mobile access l Automated Notifications l l l
EPOWERCENTER Workflow & approval automation (queues) l l l Enterprise analytics (graphical reports) l l Enterprise Reporting l l l Electronic Signatures l l Multi- company l l Normalized Reports l Integration via Web services API Web Chat Integration l Read only client access l CTI integration l l l Mobile customization & administration l Order Entry Whitepages Lookup Facebook Chat Facebook Contact Us NLP based Knowledgebase Function Actions and action tracking Agent console Auto- suggestions High- Level Description These functions allow an agent to assign a case to a user or queue, and to track the age of an item that has been transferred to a queue. This is the main desktop or workbench for an agent where they launch new activities such as creating new cases, retrieving existing cases, running reports, or processing workflow. Rule- based activities can suggest a letter, enclosure, compensation, and other data collection and fulfillment activities based on data provided by the customer. For example, if a customer sends an email with a complaint about a specific product, the system can suggest a complaint- response letter, a paragraph referring to their specific product and complaint, and a coupon or other compensation to be sent with the correspondence. Case auto- assignment This feature allows for cases, such as inbound emails, to be automatically assigned to the next available agent. Similarly, it can pop a new case on the agent's screen when they answer an inbound call.
EPOWERCENTER Case escalation rules Case history If a case remains unresolved for a defined period of time, these rules prompt the system to automatically escalate the case to a supervisor or supervisor queue. For example, this functionality can also be used to transfer normal cases from agent to QA personnel. Based on the address of the customer associated with a case, this feature allows an agent to review history for all previous cases for the customer, and allows the agent to open any case from the history. This also allows an agent to review previous issues and answers that have been provided. Case management Case management is the core set of functions that allows the recording of customer information, their issues or questions, and the agent's response in the form of notes, emails, or letters. The system also allows the agent to compensate the user for a bad experience and to track the goodwill compensation and number of times the customer has engaged the contact center. Case management also includes reporting functions for analysis of customer contacts, including preventative analysis. Case queues Case team collaboration These are electronic "inboxes" that hold pending cases on a first in- first out basis. Agents automatically draw the oldest, highest priority case from the queue first. Multiple agents are able to work on various aspects of a case by separating individual issues within a case. Each issue can be worked on and closed separately. When all issues are closed, the overall case can be closed. Customizable dashboard Customizable layouts Customizable reports Because the job and focus of each agent may vary, users can determine which starting screen they see when they return to the workbench. This may include reports which refresh agent statistics and workload information that monitor the agent s key performance indicators. The layouts for each data entry screen can be customized to the specific fields required for a user, including the order in which the fields appear. Layouts can also be configured to highlight required fields and highly suggested fields. Users can determine the fields and labels for reports, and they can define dates and times as variables so that a report can be saved to run on demand or on schedule. For example, the appropriate timeframe can be automatically substituted for daily, weekly, or quarterly reports.
EPOWERCENTER Knowledge base Mail merge Mass mailing Repeater/goodwill tracking This function called InfoCenter allows agents to look up information to answer customer questions. InfoCenter can be configured to automatically pop answers as alerts in instances where the agent has recorded a specific issue and exact information should be shared with a customer. The knowledgebase can also be used as a catalog to lookup information as needed. Using data from the database, including address, case and issue information, this function can merge data into a form letter that can be emailed or printed and mailed. This utility allows you to create and send product offers, newsletters, surveys, and other items. This information is based upon a list of addresses within the database. This feature accumulates a count and a compensation total (separately) for a defined time period. These numbers allow the system to display a message to identify people who engage the contact center at a higher- than- normal rate, and who may be trying to get compensation that exceeds the norm. You can use this information to determine if the customer is loyal and engaged, or involved in fraudulent activity. Multi- lingual support (customer) Role- based permission Sandbox environment Threshold alerts This feature allows agents to receive and create correspondence with the customer in the customer s native language, even if the administrator chooses to manage the data collection and reporting in a different language. Definable roles allow the system administrator to assign functional access to the system based on the jobs that similar users perform. This allows an agent, supervisor, quality assurance, and analyst to have different access across roles, but similar access to others in the same role. Before rolling out new functionality in production, the sandbox (training environment), which comes with every system, provides a place to experiment without jeopardizing production data. A threshold is a configurable "high water mark" that allows you to set a value and, if the number of cases exceeds that value for a specified period of time, alerts you to a possible issue. For certain types of contact and depending on the contact center s needs, even one case could trigger the alert.
EPOWERCENTER Visual SLA Event scheduler Scheduled imports Scheduled reports Scheduled utilities Email & templates Email auto- response Email integration Issue- details Multi- currency Surveys Most contact centers have service level agreements (SLA) which they set as targets to determine the normal response time for a call, email, letter, or other contact. If a case is placed in queue, and exceeds a configured SLA, a visual queue (highlighted in yellow or red) will show that the queue contains cases that have or are in danger of exceeding the SLA, indicating that they need more urgent attention. The event scheduler is a system clock- based utility that allows various activities to be scheduled to run at a future time or to run repeatedly on a scheduled basis. Using the event scheduler, an import of data (such as address or balance information) can be scheduled to import at a defined time or on a repeating basis. Using the event scheduler, a report can be scheduled to run at a defined time or on a repeating basis, and can be saved as a file or distributed with email. Using the event scheduler, a utility (such as a mass mailing) can be scheduled to run at a defined time or on a repeating basis. Administrators can create standardized email responses that include preset content, and can merge in data from the database that is specific to a customer and their case or issue. This allows greater quality control, faster responses, and also still allows for personalization of the response. An email auto- response can be configured to let a customer know that their information has been received and when they can expect a response. This functionality is especially helpful if your contact center is closed overnight or on weekends. Using POP3, SMTP, and other standard protocols, this function can send and receive emails using most corporate emails systems. Additional sets of fields to capture data about an issue can be added to each issue captured on a case. This feature can display currency in the appropriate international format. A survey allows an administrator to create a list of questions with various answer formats (multiple choice, short answer, yes/no) which can be used as a script for the agent during a call to collect information, or to be sent to a customer to solicit information related to product or service experience.
EPOWERCENTER Web & email case capture Audit trails Hosted web surveys Multi- lingual support (agent) Address cleaning and verification This feature allows the use of web forms to collect data from a consumer on a web site. The data can be sent from the web site to epowercenter as a formatted email message, which can automatically create a new case. Optional audit trails can track each modification to a field, including the person, date, time, original, and new value. Using survey design functions, a survey can be published as a web page to a server hosted by Astute Solutions, and a link can be provided to customers to take the survey online. Survey results are automatically sent to epowercenter and added to the case database for reporting. Agent- facing screens can be displayed in the native language of the agent (default is English). Third- party address cleaning and verification products standardize addresses, making them easier to search and match, as well as reducing mailing costs by confirming that an address is valid. Mobile access Automated notifications Workflow & approval automation (queues) Enterprise analytics (graphical reports) Enterprise reporting Electronic signatures Multi- company Normalized reports Case information can be created using a mobile application, or created in the contact center and sent to field staff using a mobile app on their smartphone, tablet, or mobile browser. Rules- based notifications can be configured to send case information to supervisors or other interested parties (risk management, legal, and quality). For cases in which multiple steps are required to resolve an issue or answer a customer question, cases can be transferred to another user or queue as part of a defined approval process. This function assists in the analysis data trends by providing graphical reports. This function provides configurable reports, which can be saved as favorites, as well as ad- hoc and SQL level reporting. This function allows electronic document signatures, including scanned signatures which can be included in letters. For companies with multiple brands, or outsourcers dealing with multiple companies, this feature allows agents to switch between company configurations which may have different data collection and knowledge base resources. Data sets can be imported to allow reports to be normalized against sales or production data. This minimizes the effects of seasonal fluctuations, allowing contact rates to be compared to market activity.
EPOWERCENTER Integration via web services API Web chat integration Read- only client access CTI integration Application Programmer Interface and web services allow integration with other systems. In addition to Astute Web Chat for Facebook, epowercenter also integrated with third- party chat systems like LivePerson and Interactive Intelligence Customer Interaction Center. For Quality Assurance, legal, or other groups that may need to review case data, but should not change it, read- only users can be configured. This feature offers computer- telephony integration, including call controls in the agent desktop (pickup, disconnect, hold, mute, transfer, conference, etc.) and screen pop with call information when the agent answers. Mobile customization & administration Order entry Whitepages lookup Administrators can control which users have access to case data through epowercenter Mobile, and can customize the data that is exchanged. To keep the agent in a single application, order entry can integrate with third- party order- management systems to place new orders, check order status and/or handle returns. To save time and increase data accuracy, whitepages lookup software can retrieve a caller s name and address based on their phone number. Facebook chat Facebook contact us NLP- based knowledgebase Astute chat for Facebook allows Facebook users to chat with agents in your call center from your Facebook fan page. Astute Contact Us for Facebook allows users on your Facebook fan page to send a message to your contact center agents for response using a configurable form that appears on the fan page. RealDialog Agent Assist allows agents to pose customer questions to your knowledgebase, which uses Natural Language Processing to determine the best answer and to analyze intent.
ADDRESS CLEANING AND VERIFICATION SERVICE Address Cleaning and Verification Service The optional Address Cleaning and Verification Service uses data and logic supplied by third- parties. The epowercenter system uses this data to automatically clean the value entered in the Address1 field and tries to correct any misspelled street names. The system uses standard abbreviations for words such as road, street, and avenue. If a building number and ZIP code are provided along with the street name, the system will fill in city, state, and ZIP+4 (if available) and will warn if a building number does not match the city or zip code data for the street. epowercenter includes Address Cleaning Utility, which also the postal database to correct information on address records in the epowercenter database in bulk, allowing search criteria to specify the records that will be examined and updated. The primary uses include making sure that addresses match postal standards, correcting street names and abbreviations, adding latitude and longitude information, etc. For United States addresses, the system matches addresses against the as database updated by the United States Postal Service (USPS), which is CASS compliant. In order to maintain CASS compliance, a new copy of the USPS data is provided every other month for update. If the database is not updated, users will see a warning message when using an expired database and addresses will be standardized but not verified. Other optional third party products are available for use with epowercenter for addresses outside of the United States. These require the addition of the country code in the address to access the appropriate cleaning and verification system. DISCLAIMER OF WARRANTIES The Address Cleaning and Verification Service is provided without warranty of any kind, express or implied, and is provided on an "as- is" basis. ASTUTE DISCLAIMS ANY AND ALL IMPLIED WARRANTIES, INCLUDING WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE AS TO THIS SERVICE. IN NO EVENT WILL ASTUTE BE LIABLE FOR DIRECT, INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, ARISING FROM USE OF THE SERVICE. 1
ASTUTE INTUITION Listen Analyze Measure Natural language processing (NLP) Astute Intuition leverages natural language processing to read and determine the content and intent of each interaction. Multilingual Astute Intuition supports translation of surveys posts from multiple languages to English. Content analysis Astute Intuition determines the meaning behind each communication. This is used to determine the appropriate response from the enterprise. Brand analysis Astute Intuition solution shows you which terms and topics are being associated with your brand your competitors brands. Topic Analysis Sentiment Analysis Extensive reports out of the box Astute Intuition provides a wide range of reports. The initial set include: o Survey traffic by topic o The volume and velocity of buzz around a specific campaign, product or topic o Breakdown and comparison of topics over time o Major trends over time: top conversations, top channels, conversation velocity o The geographic location of hot topics and individual discussions o Sentiment (Appreciation, affection, gratitude, anger, antipathy, disdain), their individual posts, and how it has changed over a time range, and sentiment by geography o The top influencers in your space and how much they re influencing relevant topics o Brand health and emerging threats o Brand mapping - the words and phrases most associated with your brands, and how this changes over time o How you compare to your competitors with respect to sentiment, brand association, and share of voice Multiple reporting formats Decision makers can view their own real- time dashboards around the issues they care about, or they can receive reports in PDF, CSV or other formats.
ASTUTE SOCIAL Listen Comprehensive Content Discovery Astute Social uses proprietary crawlers that automate the discovery of new and relevant conversations across over millions of consumer generated content sites. Monitoring Astute Social will collect social posts relevant to the brand or its competitors. Natural language processing (NLP) Astute SRM leverages natural language processing to read and determine the content and intent of each interaction Analyze Content analysis Astute Social determines the meaning behind each communication. This is used to determine the appropriate response from the enterprise. Authority and influencer identification Astute Social solution leverages a variety of configurable criteria and weights, including Twitter followers, inbound links, mentions, to determine influence. Brand analysis Astute Social shows you which terms and topics are being associated with your brand your competitors brands. Manage Workflow automation Astute Social automatically routes and escalates interactions based on rules. It sends notifications, tracks sources for each post, enables collaboration and delegation between team members, and posts responses to the right channel. Audit trail Astute Social captures the complete conversation and interaction history, ensuring that all of your team members are up to date on how an issue was handled and its resolution. Measure Extensive reports out of the box Astute Social provides a wide range of reports. The initial set include: Social media traffic by topic The volume and velocity of buzz around a specific campaign, product or topic Breakdown and comparison of topics over time Key conversation sources Major trends over time: top conversations, top channels, conversation velocity The geographic location of hot topics and individual discussions Sentiment (Appreciation, affection, gratitude, anger, antipathy, disdain), their individual posts, and how it has changed over a time range, and sentiment by geography 1
ASTUTE SOCIAL The top influencers in your space and how much they re influencing relevant topics Brand health and emerging threats Brand mapping - the words and phrases most associated with your brands, and how this changes over time How you compare to your competitors with respect to sentiment, brand association, and share of voice Multiple reporting formats Decision makers can view their own real- time dashboards around the issues they care about, or they can receive reports in PDF, CSV or other formats. 2