1. AudioWatch Call Recording and Agent Evaluation Quality Assurance Scheduled Recording Agent Assessment Continuous Improvement Record on Demand Nortel Symposium Siemens Hi-Path NEC/ Q-master EX Panasonic TDA T ALKING COMPUTER S Maximising Interaction Quality

2. AudioWatch Call Recording and Agent Evaluation AudioWatch was designed for Contact Centres who wish to record for Coaching and Quality Assurance purposes, but don’t need to record every call Scheduler Module Enables supervisors to schedule agents to be recorded with a simple mouse click

3. AudioWatch Call Recording and Agent Evaluation One click Record on Demand Record-on-Demand Single mouse click initiation Pop-up reference box Reference fields used for search and retrieval Third party RoD Streaming for real-time monitor

4. AudioWatch Call Recording and Agent Evaluation Sophisticated Search and Retrieval capabilities Search by Caller Line Id Reference Field Time and date Queue Search archived recordings

5. AudioWatch Call Recording and Agent Evaluation Evaluate and coach against recorded calls Coaching notes can be added and incorporated into the evaluation reports

6. AudioWatch Call Recording and Agent Evaluation Easily create highly customised evaluation templates Evaluation Templates Unlimited templates Add to the library Over 400 evaluation criteria supplied as standard Define weighting criteria

7. AudioWatch Call Recording and Agent Evaluation Flexible individual, team and centre reports Individual Reports Detailed or Summary Graphical or Tabular Development plans Trend reports Team and Centre By supervisor or evaluator Graphical or Tabular Flexible filter allows easily customised reports XML export feature

8. AudioWatch Call Recording and Agent Evaluation Keep sample and example calls in playlists Playlists Create multiple playlists “Drag and Drop” from agent folders Add notes to recordings

9. AudioWatch Call Recording and Agent Evaluation Flexible automated archiving and recording management Archiving Multiple archive routines Deletion and/or backup By agent, recording type and age

10. AudioWatch Call Recording and Agent Evaluation Advanced Computer Telephony Integration Integration utilising CSTA, and customized plug-ins provides - Accurate Start/ Stop Support for Free Seating CLI, Queue and Call Type data for fast search and retrieval Automated Agent Registration on some systems

11. AudioWatch Call Recording and Agent Evaluation Enhanced Service Quality Fewer escalated calls Higher First Call Resolution Reduced multiple handling Accelerated New Recruit Development Reduced costly “ramp up” period Improved Call Control Reduced Call Duration Better Conversion Rates Increased Sales Maximize the return on your training investment

12. AudioWatch Call Recording and Agent Evaluation Customer Examples 2 centres, 180 seats and 120 seats 500 Agents total 2 x 8 port systems ROI calculated at less than 6 months Major food products multinational Systems in Australia and NZ NEC IPS2000 & Q-master EX Finalist Teleperformance CRM Grand Prix 2003

13. AudioWatch Call Recording and Agent Evaluation T ALKING COMPUTER S Thank you For further information Sales@tcl.co.nz Tel: +64 9 481 1100 Fax:+64 9 481 1118