About Aspire Aspire is a market leader for call center technologies, maximizing performance and efficiency in the call center. Experience – 15 years of experience, over 500 customers Solutions – Comprehensive call center software solutions for call centers of all types and sizes Compatibility – Major vendors: Avaya, Nortel, Cisco, Genesys, Panasonic, Ericsson-LG Certification Microsoft Application Developer Partner Avaya DevConnect Cisco Select Certified Partner

Call Center Management Challenges How can you manage your call center efficiently if you don’t have all the information you need, when you need it, arranged just the way you need it? Analytics – Information is not organized in an easy-to-use and accessible ways. Screens and reports and mostly static. Missing Specifics – Not all of the required information is available to managers “real time”? – Some of the information displayed is outdated Dependency – Changes, settings and tuning mostly require IT personnel Proactivity – Systems are passive, making it difficult managers to act and respond to peaks and crises

The Solution: Aspire presents SmartCC enables and leverages management abilities of call center managers Insights & Analytics – Information is organized and displayed according to managers’ needs. Managers can build their own screens and reports Specifics – Presenting and collating all required information “Real” real time – Information refresh rate: once a second Independence & Flexibility – Settings and changes unveiled at supervisor level Proactivity – Proactive alerts and to-do’s using visual, audio, SMS and email

Information  Insights  Decisions

Call Center Management - Specifics CC Supervisor: “I need to know exactly how my metrics are behaving, I need detailed information for specific calls to handle customer complaints” CC System: “You can only have certain types of information, and details are only available if you dig through the system logs” SmartCC: “Everything you need is right at your fingertips. Even if you’re looking for details of a specific call a year ago”

Out-of-the-box by Avaya, Cisco, etc.. Call Center Management - Specifics Out-of-the-box by Avaya, Cisco, etc.. Statistical information fullness Limited to certain aspects of cc management Involves all cc management aspects and created according to users’ needs Statistical information duration Saved for a limited period of time (usually no more than one year) Saved indefinitely Detailed information duration saved for a very short period of time (usually no more than one month) Detailed information accessibility Mostly difficult to understand and analyze Organized in easy-to-use, accessible forms

Call Center Management – Insights & Analytics CC Manager: “I need to be able to ascertain what’s going on in a second or two, looking at one screen that presents me with everything I need to know, arranged in a way that helps me react” CC System: “You can get the information you need but you will have to use several different screens and reports” SmartCC: “You can design and build your own screens and reports to enhance your productivity as a manager”

Call Center Management – Insights & Analytics Built-in screen:

Call Center Management – Insights & Analytics screen:

Call Center Management – Real Time Telemarketing Team Leader: “I need to know what my sales reps are doing on a second-to-second basis, including specific actions they’re doing with their phones” CC System: “Refresh rate for real time screens is 3-5 seconds, and some statuses are not represented there” SmartCC: “Our real time screens fit a telemarketing center perfectly and update every second”

Call Center Management – Insights & Analytics Built-in screen:

Call Center Management – Insights & Analytics screen:

Call Center Management – Proactivity CC Manager: “I need to be know what’s going on even if I’m not at my desk – if there’s a crisis, I want to know about it before it reaches upper management” CC System: “These types of alerts are only possible through 3rd party developments” SmartCC: “We’ll reach you and tell you what you need to know – via SMS, email, or even an audio alarm going off ”

Call Center Management – Independence Built-in screen:

Call Center Management – Independence screen:

Selected Customers & Testimonials

Selected Customers & Testimonials Oren Zaguri, CC Systems Team Leader: “The SmartCC management module saves time and money for us every single day, simplifying actions and supplying us with critical business information” Karni Kaplan, VP Operations: “We’ve been using Aspire’s solutions since 2005. Over the years we’ve enjoyed reliable, well crafted solutions that saved us both time and money and increased our call center’s productivity” Nir Ben-Zion, IT Manager: “Aspires’ solutions for our CISCO call center made it possible for us to manage the system more easily. Tasks once requiring IT personnel are now handled at the operational level”

What’s the bottom line? Information enables accurate and efficient decisions Supplying managers with all the information they need allows them to focus on management, efficiency and productivity Reducing dependency on IT dept. allows better responses and streamlines CC operations SmartCC drives KPIs up SmartCC enables and leverages management abilities of call center managers

Mike Melnik, C.E.O. Mike.Melnik@aspirecct.com 972-74-7383000 972-54-2580010