1. APPA Business & Financial Conference Interactive Voice Response Systems: Inbound & Outbound Capabilities Presented by Larry Wallace Director of Sales, Centurion, Inc. Austin, TX September 25, 2007

2. About Centurion Facilities in –Clearwater, FL –New Berlin, WI Privately Owned 1,000+ Systems 50+ Employees IVR & ACD S/W Sys. Integration 7 x 24 NOC

3. IVR Integration Telephony Integration Caller Treatment IT Integration Measuring Results

4. Telephony Integration Usually Behind the PBX –Standard interfaces T1 or PRI ISDN Ports Analog ports or SIP VoIP DTMF Touch Tone Speech Recognition –Whole word –Directed speech –Free form speech Recording Services PBX IVR PSTNJ PSTN PRI ISDN T1 or Analog SIP VoIP

5. Caller Treatment Inbound Caller Treatment Auto Attendant –Agent assistance –Caller recognition –Self service Overflow –IVR active during high call volume –Callers in queue After Hours –Customer self service –Voice messages

6. Caller Treatment Outbound Calls Who to call? When to call? How often to call? What to play? Option to Pay? Customer Survey Satisfaction New Products / Services Polling Feedback

7. IT Integration CIS or Custom Billing System Billing Inquiry & Payment Payment Extension Permission Phone Number Update Outbound Notification Files Outage Management System Outage Reporting & Voice Msg. Caller Verification Customer Call Back? Repeat Caller / Known Outage Messages PBX IVR PSTNJ PSTN SIP VoIP CISOMS LAN CIS: Banner, Cayenta, AUS, ATS, NorthStar, CCS, Daffron, OrCom, Peace, SEDC, NISC, SPL, PCS, S&S OMS: M3i, Miner & Miner, ABB, Intergraph, CMS, UAI, NISC, Milsoft, CES, SPL

8. Measuring Results IVR Reports, Incoming Calls Total Calls Abandoned Calls Answered Calls # Calls by Time Interval #Calls per Menu # Calls Transferred Average and Total Time Statistics Call Distribution Event Summary EVENTCOUNT% TOTAL Inquiries:Billing66868.30 *************************************> Outage515.21 CCPayment20.20 Svc Chng30.31 Transfers fromBilling202.04 Outage505.11 Transfers toOutage626.34 Cust Svc60.61 Supervisor10.10 Mgmt10.10 Rate Inquiries90.92 Help70.72 Personal Assistance242.45 Abandoned Calls686.95

9. Measuring Results IVR Reports, Out Going Calls Total Calls Calls per Time Interval Abandoned Calls Answered Calls Busy Calls Answer Phones Number Retries Survey Response Reports

10. Measuring Results Predictive Dialer, Out Going Calls Call List by Agent Call Time Name & Number of Customer Collection Resolved?

11. IVR on Steroids Automated Call Distribution Computer Telephony Integration Predictive Dialing for Collections, other Services Call Center and Agent Statistics Reports Any Telephone System

12. IVR on Steroids Automated Call Distribution IVR Access While in Queue Skills Based Call Routing –Language –Work responsibility Multimedia Contact Queuing –Email, Fax, Web Chat, Vx. Msg. Unlimited # of Queues –Queue position announcements –Marketing messages and music while in queue –Voice message left in queue

13. IVR on Steroids Computer Telephony Integration Billing Record Screen Pop Call Monitoring & Recording –Voice and display screens –Multimedia contacts –Score card Customer Contact Records –Customer ID –Call and solution types –Agent notes –Reports

14. IVR on Steroids Predictive Dialing for Customer Service Center Efficiency Call Target List –Called party on line –Play message –Transfer to agent –Call Blending Vary agent routine Select agent based on # of calls or % of calls

15. IVR on Steroids Call Center Statistics Total Calls –Center & Split –IVR handled calls Caller Statistics –Speed of answer –Average time in queue –# calls transferred –# Calls abandoned –Average time for abandonment –Average length of call

16. IVR on Steroids Agent Statistics Total Calls –Avg. speed of answer –Avg. call length –# calls placed on hold –# calls transferred –# of outbound calls –# multimedia contacts Idle Station Tools –Abandoned position –Idle position reasons –Idle position time breakdown

17. IVR on Steroids Call Center CRM Statistics Same Statistics as Agent but by Split Agent CRM Statistics Agent Name Call Type Call Closed Call Open Calls Scheduled for Call Back Account ID & Contact Time of Call

18. IVR on Steroids Any Telephone System Centrex –ILEC Central Office Based PBX –Traditional TDM Circuit Switch VoIP IP PBX –SIP VoIP –T1 or analog gateways Key System –Hook / Flash support PBX IVR & ACD w/CTI PSTNJ PSTN PRI ISDN T1 or Analog SIP VoIP

19. Questions &