Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation Meeting Business Goals with Speech Speech & Self-Service Strategy

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 1 Convergys at a Glance Industry Strengths Include: Financial, Communication, Consumer Package Goods, Technology, Health Care, Retail, Pharmaceutical 73 contact, service and data centers worldwide Over 575 clients in 70+ countries Worldwide capabilities Listed on NYSE, S&P 500, Fortune 1000 A Fortune Most Admired Company for seven consecutive years $2.8 billion in revenues Leading public company Solutions and Service Offerings Customer Care, Human Resources, Billing Services Solutions, Software, Outsourcing, Consulting Enabling organizations to enhance the value of their relationships with customers and employees

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 2 What is Containment?  A contained call is one that is completed within the automated system without operator intervention.  Every contained call drives savings. Understanding those savings is a key starting point.  The larger call volume the application receives and successfully automates, the better the savings look.

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 3 Customer Satisfaction (CSAT)  Keep the survey instrument simple for callers to understand, easy to implement, and relevant to the caller experience  Point-of-service-evaluation (POSE) customer feedback tool includes open ended question that captures “voice-of-the-caller ”

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 4  Usability testing  Logging calls  POSE survey verbatim analysis  ‘Tick sheets’ kept by agents to record why callers were requesting agents  Improvements  Trimming and revising prompts using language callers understand  Adding synonyms to grammars  Streamlining the call flow Basic Tuning Techniques 29.97% 26.56% 29.86% 24.00% 25.00% 26.00% 27.00% 28.00% 29.00% 30.00% Percent of Total Call Volume JanuaryFebruaryMarch Sample Results from agent “tick sheets”

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 5 Meeting Business Goals  Reduce Customer Care Costs  Maintain CSAT Scenario: Improve containment from 53% to 64% (36% abandoned calls)

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 6 Advanced Tuning Techniques Want to know why callers are abandoning automated systems? Please, briefly state the reason for your call. My package is late. You’re calling about a delayed package. Is that correct? Yes. Ask them Natural Language Understanding (NLU) allows the IVR to capture the reason for calling. We use that information to tune the system.

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 7 Innovation: CNLU-FAQ application Briefly state the reason for your call: My package is late. You’re calling about a delayed package. Is that correct? Yes. Estimated delivery time for packages is 1 to 3 business days. Unless there are unusual circumstances, deliveries should be made by 5 PM. If you’d like to speak with someone, please say “customer service.” (hangs up)  Constrained Natural Language Understanding marries Frequently Asked Questions

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 8 Summary  Remain grounded in the knowledge that every contained call drives savings  Score customer satisfaction from the IVR with a POSE survey  Investigate call containment opportunities with Advanced Tuning Techniques, i.e. Extending NLU at the transfer points  Create FAQ applications using NLU to dynamically drive the content

Convergys Confidential and Proprietary Copyright © 2007 Convergys Corporation 9 Questions? Nancy Gardner