Education Finance Council Technology Conference AES eCommunications Center May 5th - 6th, 2003

eCommunications Center Web enabled, inbound/outbound, single point of contact, 24/7 customer contact center Inbound Customer Service & Online technical support, outbound marketing Live May 1st, 2001 Supporting 21 unique web sites AES Corporate; Mentor; CampusChamps, MYF, AES Business Partners

ECommerce Organization

CRM Network Existing AES infrastructure AVAYA PBX AVAYA Call Management System MS SQL 7 Database Mosaix Autodialer

CRM Network Avaya ICC AES Homegrown Systems ‘DigDash’ ‘InfoWare’ operating system ‘InfoWare’ knowledge ware application Help Desk internal; for web users “AESMailer” outbound email administration

CRM Network Existing AES infrastructure AVAYA PBX Vector Routing of medium channels per web site 51 current Vector AVAYA Call Management System Client Based CMS Split/Skill Assignments MS SQL 7 Database Network Power DigDash, InfoWare Mosaix Autodialer Outbound Marketing

Internet Call Center - ICC Live Chat Option for Voice Web Collaboration ‘MessageCare’ Email Administration Subject Matter Expert routing History archive search capability Reporting Functions

Internet Call Center ICC “ContactUs” “Call Me” Consumer scheduled call back Traditional Toll-free Service “ContactUs”

Digital Dashboard Homegrown Application Designed with ‘single-point of contact’ in mind Non-traditional AES Customer data warehouse Integrated with multiple host systems legacy, database search capability; history notations email and chat archived to imaging Easily Administered Tailored data fields for AES Partners Contact Classification Reporting

DIGITAL DASHBOARD

DIGITAL DASHBOARD

Customer Relationship Management (CRM) Account Notation DIGITAL DASHBOARD Customer Relationship Management (CRM) Account Notation

DIGITAL DASHBOARD - Search Results

Knowledge Ware ‘InfoWare’ Homegrown application Customized information Point-and-click agent access to information Easy to administer Enhances quality of response through consistent delivery of information

DIGITAL DASHBOARD - Info-ware

Help Desk Tool in providing Technical Support to web surfer Real-time technical assistance Replicates end-user configuration Feedback to AES web developers

Technical Support Up-front Agent Support Review user configuration/software versions Reset Security to Default Settings Clear Cache Adobe Acrobat upgrades/review web enable option Create User Profile for Escalated Help Desk Support Back Door Access to Portal - User Account Information

Help Desk Real-Time Technical Assistance Replicates End-User Configuration Help Ticket Tracking via Dig Dash User Issue Resolution Reporting Feedback to Agents & AES Web Developers to improve web functionality

Inbound Time of Day Distribution

Inbound Medium Distribution

Vendor Services eCommunications acts as 3rd party service provider for AES Business Partners Dedicated Management Liaison Disciplined Transfer Protocol Flexible Reporting Inbound Customer Service Online functionality technical support Marketing opportunities

AES Marketing Support Email Campaigns/Monthly eNewsletters TrustE Disciplined Internal Processes Outbound Calling Campaigns ‘Do Not Call lists’ Snail Mail tailored collateral material Individual Loan Closure AppSent, AppRcvd Follow-up procedures Data Mining

Discussion Ken Schaffer Assistant Vice President AES Ecommerce eCommunicationsCenter 717.720.3154 kschaffe@aessuccess.org