1. www.callcenter20.com October 10-13, 2006 San Diego Convention Center, San Diego California Multimedia & VoIP Creating a Competitive Edge in the Contact Center

2. October 10-13, 2006 San Diego California Multimedia & VoIP: Competitive Edge for the Contact Center  Offers operational / tactical value  Extends boundaries for better staffing, lower attrition rates  Improves the communications ability of individuals and groups

3. October 10-13, 2006 San Diego California Multimedia in Contact Centers Multimedia is now a business requirement in Contact Centers, offering operational & tactical value.

4. October 10-13, 2006 San Diego California Multimedia in Contact Centers What is “Contact Center Multimedia”? Contact Center = multi-channel capable Customer Interaction Center Call center = phone-only customer service Multimedia = Multiple communication channels  Phone  Web Chat & Collaboration  Web call back  Email  Fax Multi-channel  Call Management  Call Queuing  Reporting

5. October 10-13, 2006 San Diego California Multimedia in Contact Centers Why is Multimedia now a business requirement in Contact Centers? Customer Satisfaction  New generation, new communication needs  Customer perception has changed regarding self- service – desired & required!  Speed of service

6. October 10-13, 2006 San Diego California Multimedia in Contact Centers Circuit Switched Legacy technologies are limited.  Expansion barriers  Remote workforce limitations  Multimedia not integrated

7. October 10-13, 2006 San Diego California Multimedia in Contact Centers IVR ▌ Web Chat ▌ Web Collaboration Web Call Back ▌ Email ▌ Fax Integrating Self-Service with the human touch is a strategic differentiator Benefits  Widen self-service options  Lower Costs  Increase customer satisfaction

8. October 10-13, 2006 San Diego California Multimedia in Contact Centers Allows for increased customer retention, & speedier response to events.

9. October 10-13, 2006 San Diego California Multimedia in Contact Centers Increased customer knowledge, loyalty & retention. “Enterprises that fail to establish strong relationships with their customers will erode their competitive positions by 15-20% annually” ¹ “Increased customer loyalty is the SINGLE MOST important driver of long-term financial performance” ² “Simply cutting defections in half will more than double the average company’s growth rate” ² ¹ Gartner Group, Customer Experience Management is Critical ² Harvard Business Review

10. October 10-13, 2006 San Diego California Multimedia in Contact Centers How can Multimedia help you know & serve your customer better? Understand the entire customer relationship, purchase history, trends, cycles, and preferences. Out-service the competition, using automation. Every agent can be a super-hero!

11. October 10-13, 2006 San Diego California Multimedia in Contact Centers Know your customers better:  Application integration provides pre-emptive customer information  Screen pops provide  Customer Identity  Past purchase history  Purchase trending  Understand client preferences & personalize communications  Coordinate marketing & operations: treat customers appropriate to their status not Random acts of CRM” by customer-friendly personnel are not the same as customer centricity!

12. October 10-13, 2006 San Diego California Multimedia in Contact Centers Increase revenue: Innovative automated marketing  Web-based – Get people to your website for self-service and benefit from customer stickiness – Proactive chat session offers on web-site – Offers that entice customers to interact with you & provide more selling / service opportunities  Outbound dialer integrated with customer purchase databases – Customer answers or interacts to indicate interest, immediate connection with agent, with customer information – Market to specific targets based on customer purchase data & trending

13. October 10-13, 2006 San Diego California Multimedia in Contact Centers Speedier response to events & multi-channel management & integration  More first-call resolutions  Better matching of agent skills to client needs  Increased response through multi-channel approach  Increased response through self-service – IVR – Chat – FAQ  Multi-channel queuing – Voice message flows like a call – agent gets screen pop Outbound call placed automatically – Web chat, emails, phone calls queued together  Digital Recording / Real-time Monitoring & Reporting

14. October 10-13, 2006 San Diego California Vegas.com case study Challenges:  Unreliable phone system: Losing 2,000 calls per day  Overstaffing to handle volume: Needed to overstaff in order to handle peak calling times  Multi-channel agent/customer interaction  Phone  Web  Agents needed more business intelligence:  Knowledge of customers  Ability to cross-sell / up-sell  Where they were coming from,  How often they responded to calls  Cost per agent, per call Largest city travel and tourism website in the world Nearly 2 million unique visitors per month

15. October 10-13, 2006 San Diego California Vegas.com case study Solution Benefits:  Increased revenue by 85%  Decreased headcount  Cost justified within a 2 months  Setting record service levels  Reduced agent errors by 80%  Reduced transfer and abandon rates  Recorder application for quality assurance  Faxing capabilities reduced general administrative staff needs by 50%

16. October 10-13, 2006 San Diego California IP Enablement in Contact Centers IP-enablement helps to recruit & retain labor force, and allows smarter staffing.

17. October 10-13, 2006 San Diego California IP Enablement in Contact Centers Recruitment, Staffing & Retention concerns  Geographic agent rates have soared  Lack of qualified workforce  Demand outpacing supply in certain regions  Specific skills at a premium, insufficient supply  Agent Turnover a huge factor

18. October 10-13, 2006 San Diego California IP Enablement in Contact Centers How does it help?  Virtual workforce Workforce anywhere; no geographic boundaries  No longer need to overstaff for peak times  Specific skills: get them anywhere you can find them  Cost containment by hiring from lower rate geographies  More agent flexibility & satisfaction

19. October 10-13, 2006 San Diego California General Pool & Spa example Multi-location wholesale distributor of pool supplies Challenges:  Inbound call volume overwhelming  Employees in one location overloaded, while idle in another  Lost calls & sales

20. October 10-13, 2006 San Diego California General Pool & Spa example Multi-location wholesale distributor of pool supplies Solution Benefits:  Central call distribution, able to balance load  Able to expand to another location without additional head count  Cost justified within 12 months

21. October 10-13, 2006 San Diego California Multimedia & VoIP: Sharpen your competitive edge  Offers operational / tactical value  Extends boundaries for better staffing, lower attrition rates  Improves the communications ability of individuals and groups

22. October 10-13, 2006 San Diego California Multimedia & VoIP: Sharpen your competitive edge Thank you! Gia McNutt www.team-sos.com 888-336-7671