MAKE THE CONNECTION CONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE

IP Office Applications Workshops: Call recording

Agenda Why Record? Market requirements Avaya & Witness Return on investment IP Office Recording Demonstration & Discussion

IP Office Recording Why Record? Gain additional value from telephone interactions –recording, categorizing, and storing calls Capture customer intelligence to help serve customers better –Quickly resolve disputes –Clarify customer instructions –Assess up-selling opportunities –Assist in training (best practices calls) Quickly search and retrieve calls for playback Results –Improve customer satisfaction, increase revenue, increase productivity

Avaya IP Office ContactStore – Areas of Payback Reduce operational costs Increase revenue Reduce risk Make more informed decisions Better understand customers Improve customer service and satisfaction Accurate records of what was said by whom Avoids need for repetition or speaking slowly Tag voice files to client records for an aid to training Aids dispute resolution Aids compliance requirements Gain additional value from telephone interactions

Typical Market Requirements: Call Centres Training Tools Total recording QMS Finanacial Permanent Storage Zero Margin for error Searchable and secure Government Record all media types Departmental solutions Real time Emergency Services E911 Instant review Trunked radio calls Healthcare Training Track/recall calls Identify verbal offers Dictation Legal Dictation – accuracy/shared Tracking by case/agent Permanent

IP Office Voic Pro – Call Recording Example applications for Voic Pro call recording: Helpdesks & Tele-Sales: Record agents conversations for training purposes Accounts Receivable: Record debtors verbal commitments to reduce payment terms Retail: Record customers credit card details, record abusive callers Education: Record calls of abusive parents/students Hospitality & Travel: Record customer confirmation Local Government: Record survey responses, record abusive callers

Avaya IP Office ContactStore Developed by Witness Systems and Avaya to support Avaya IP Office Voic Pro call recording Proven technology - based on Witness System’s call recording application with thousands of installations worldwide Witness Systems – a market leader

Decrease in customer disputes costs Number Customer Disputes per Year = 15 Average Cost of a Customer Dispute = $500 Estimated decrease in dispute costs = 30% # Disputes x Cost Per Dispute x.30 = $2,250 Savings Avaya IP Office ContactStore – Sample ROI

Increase in revenue from improved up-selling and conversion rates Number of Employees That Produce Revenue on Calls = 15 Annual # of Calls Per Employee that Produce Revenue = 1000 Avg. Revenue Produced Per Call = $100 Estimated Increase in up-selling/conversion rates = 5% # Employees x # Calls x Revenue/Call x.05 = $75,000 Increase in revenue from an increase in customer retention Number of Customers Lost Per Year = 100 Avg. Ongoing Revenue Per Customer = $5,000 Estimated Increase in customer retention = 5% # Customers Lost Per Year x Ongoing Revenue Per Customer x.05 = $25,000 Avaya IP Office ContactStore – Sample ROI

Competitors

IP Office Voic Pro Recording Services Voice Recording Libraries (ContactStore™) Select to store recordings in a dedicated database Web-based search and play back of recordings Search for recordings based upon CLI, DID, Caller, Called party, Time, Date etc Automatic and Manual Recording Automatic or on demand recording of calls Call recording for users, groups and account codes Recordings stored in configurable Voic box Today Key Business Benefits: Quality Management of Agents Customer relationship monitoring and measurement Dispute resolution

Call Recording Search and Replay – Avaya IP Office ContactStore Demo

Official Convergence Communication Provider for the 2002 and 2006 FIFA World Cup™ and FIFA Women’s World Cup 2003