2. Product Presentation

3. Page 3 About Voxtron  Voxtron (1994) is an international group specialized in Contact Center software, based on a very strong IVR background. Voxtron is headquartered in Belgium, with offices in Germany, The Netherlands, Turkey, Italy, Hong Kong, India, Indonesia, Thailand, Dubai, …  Voxtron’s goal is to make the communication between companies and their customers both efficient and agreeable. The way incoming calls, faxes and e-mails are handled is crucial in creating a professional company image.

4. Page 4 PBX independent  Integration out of the box with more than 150 different PBXs  Monitor phones (3rd party TAPI), transfer calls, activate message waiting indicator, receive call information (CLIP, DID, redirecting number,…)  Universal ways to connect: –Analogue lines –Digital lines (BRI, PRI): Q.SIG, Euro ISDN… –VoiP (H.323, SIP): RTP, H.450…

5. Page 5 What can agenTel MEAN for you?  Prevent customer contacts from getting lost –Transfer calls, faxes and emails immediately to the right person (that is available!)  Improve the relationship with your customers –Who is calling? Integrate with your (CRM) software. –Launch outbound campaigns to get feedback of customers  Get new customers –Launch outbound campaigns to potential new customers  Make your life easier –Handle calls automatically with the built-in IVR –Control your telephone with the built-in softphone –Send faxes without leaving your office  Get an insight in your contacts –Know what is going on in realtime –See what your people are doing –Extract statistical reports

6. Page 6 What can agenTel DO for you? Routing & Statistics  AgenTel intelligently routes your incoming –calls –e-mails –faxes  AgenTel includes statistics software that enables you to … –… get reports that… –… give you a clear view… –… of your agents and contacts

7. Page 7 What can agenTel DO for you? Campaigns  AgenTel can import a list of contacts and call them automatically when agents are available to handle the call  Calls, emails, faxes and campaigns happen at the same time: count on agenTel to keep track of them!

8. Page 8 What can agenTel DO for you? Client & Integration  AgenTel includes client software that –Enables you to send faxes right from your computer –Control your phone from your computer –Displays “pop-up” on your computer of who’s calling, e-mailing, faxing, … –“See” your colleagues and what they are doing –“See” the customer contacts that are waiting  AgenTel can be integrated into your infrastructure –use your existing (customer) data –use your existing CRM software

9. Page 9 How does agenTel route contacts?  Skill-based routing –Assign skills to the contact … emails: based on the body, subject, from, to… Calls: DID, CLIP, IVR asks questions Faxes: fax number, sender ID… Campaign calls: general skills, contact dependent skills (csv) –… route the contact to the agent most closely matching the required skills.  Agent-based routing –Longest waiting agent –Agent with smallest load –Agents to which the caller spoke the last time  Time-based routing –A contact gets more important the longer it has to wait

10. Page 10 Understanding agenTel

11. Page 11 AgenTel’s IVR What does it do?  AgenTel’s IVR is responsible for –Answering the calls Assigning skills, priority and data (for integration) Deciding if the call has to go to an agent Transferring the call to the most appropriate agent –Receiving and sending faxes –Making calls for campaigns If connected, transfer the campaign call to an agent  Based on Voxtron’s Axxium technology also used to implement e.g. phone banking systems!  Extremely powerful, advanced features include –Speech recognition –Text-to-speech –3rd party integrations (TCP/IP, XML, HTTP,…)  Includes pre-recorded voice prompts in over 20 languages

12. Page 12 AgenTel’s IVR GUI  A Graphical development tool allows you to create your dialog without any programming.  You design the call flow just by drawing it.  Great flexibility: you can make (small) changes yourself.  Only 12 icons allow you to make any application.

13. Page 13 Play messages, variables, concatenated speech Ask DTMF input, build menus Record message over the phone Perform different actions on time of day, date, holidays, … Ask user which language to speak, set call flow language Transfer calls Fax on demand Interface to any ODBC-compliant database (add,update,…) Manage voicemail boxes: record and listen to messages Perform calculations on variables Use Axxium Plug-Ins to offer advanced functionalities. End the current call AgenTel’s IVR Easy to use icons

14. Page 14 AgenTel’s IVR Optimal use of channels  Faxes, incoming and outgoing calls (campaigns) all use the same telephony connection to the PBX  optimal usage of your communication channels

15. Page 15 AgenTel’s E-mail Routing Overview  Assign skills, priority and data (for integration) to an e-mail message using –E-mail rule wizard, based on subject, to, from… –PERL based scripting (for advanced users)  Discard e-mail messages  Forward the e-mail message to the most appropriate agent  Manipulate the e-mail addresses so that the agent’s personal e-mail address is never visible from the outside  Detect reply of agent and put agent FREE again (after wrap-up)  Agent replies with his/her ‘normal’ e-mail client!

16. Page 16 AgenTel’s E-mail Routing Configuration & Rules

17. Page 17 AgenTel’s administration Overview  Configure: –Users –Skills –Contact codes –Groups –Pause reasons

18. Page 18 AgenTel’s administration Skills  Unlimited number of skills  Skill importance: the importance of the skill with respect to the other skills.  Mandatory skills –Contact can only go to an agent having this skill –Mandatoryness can expire after certain time  Examples of skills: the knowledge of a certain product, language, commercial feeling, etc...

19. Page 19  Each agent has a user name, password, first name…  Assign skills to agent with agent- dependent skill knowledge  Wrap-up time individually configurable per agent (%)  Disable free seating  continously monitored agents  Assign agent to group(s)  Define which agents the agent sees in his/her agent monitor  Define agent’s interactions. Is agent allowed to handle incoming calls or emails? –Yes/No –Agent can choose at login  Define agent permissions regarding sensitive info  … AgenTel’s administration Agents

20. Page 20  Assign name to group  Assign skills to group  Assign agents to group  Assign skills to agents by placing them in group(s)  Agents inherit skills of the groups they belong to  Keep it simple, no groups in groups AgenTel’s administration Groups

21. Page 21  Yes/no markers useful for statistical purposes  Representation in a “tree”  Mandatory contact codes: possibility to configure that at least one contact code must be assigned by the agent AgenTel’s administration Contact Codes

22. Page 22  Define up to 10 different pause reasons  Default pause reason : used for “automatic on pause (when agent’s keyboard or mouse not moved for certain period, or when screen saver is launched) AgenTel’s administration Pause reasons

23. Page 23 AgenTel Client Login  Two step login –Step 1 : Agent can select language Agent enters user name and password –Step 2 : Agent selects what contact types to handle (calls, emails, faxes…) If free seating is allowed: agent enters extension Agent can select initial status  PC-less agents are also supported: –login by team leader –login via the phone (IVR)

24. Page 24 AgenTel Client Minimal desktop use  Keep your desktop free for your “real work”  Minimize to system tray  System tray popup messages  PIN buttons for WM & AM

25. Page 25 AgenTel Client F11 quick dial Automatically dial any phone number out of any application by selecting it and pressing F11

26. Page 26 AgenTel Client Maximized Main window Agent monitorWaiting monitor

27. Page 27 AgenTel Client Main window Fax Center Campaign Center Each contact displayed in tab Soft phone (active TAPI) : control your phone via your computer Contact information & notes contact codes

28. Page 28  “See” the other agents and what they are doing  PIN the agent monitor to your desktop ≈ busy lamp field  The team leader can log off/log on/pause an agent remotely AgenTel Client Agent monitor

29. Page 29  “See” the contacts that are waiting  The team leader can direct waiting contact to a particular agent  Highlight calls in waiting monitor that require a mandatory skill not present in the CC (with suggestion of agents who possess this skill) AgenTel Client Waiting monitor

30. Page 30 Agent Client FAX Center, search

31. Page 31 Agent Client FAX Center, viewing a fax

32. Page 32 Agent Client Campaign Center, overview Only visible for team leaders and administrators

33. Page 33 Agent Client Campaign Center, add campaign (properties)

34. Page 34 Agent Client Campaign Center, add campaign (csv import)

35. Page 35 AgenTel Client Different contact types

36. Page 36 AgenTel Client Popup direct call

37. Page 37 AgenTel Client Popup email

38. Page 38 AgenTel Client Popup campaign call

39. Page 39 AgenTel Client Popup FAX View the fax inside the agent client!

40. Page 40 AgenTel Client Sending of faxes

41. Page 41 AgenTel Client, automatic update

42. Page 42 AgenTel Client, Microsoft Outlook integration  Search in your (shared) contacts  Add new contact if not found  Add to your journal

43. Page 43 AgenTel’s statistics Features  Accessible by team leaders and administrators  Real-time statistics  Export to.csv file (import in e.g. MS Excel) or.html file  Schedule statistics –Send via email (HTML + *.csv) –Save to a folder  A lot of customizable reports, divided in 6 categories: –emails, calls, faxes, campaigns Skill reports (per skill and per time interval) Agent reports (per agent and per time interval) Contact code reports (per contact code and per time interval) General reports (per time interval) Custom reports –Agents Logon reports

44. Page 44 AgenTel’s statistics GUI

45. Page 45 AgenTel’s statistics E-mailed to you

46. Page 46 AgenTel’s wallboard  Highly customizable  Parameters per skill e.g. calls waiting for English  LAN wallboard (viewed in web browser) and LED wallboard  Define thresholds to highlight parameters when they go out of a predefined range  Different wallboards for team leader, agent…

47. Page 47 Integrating agenTel in your (existing) IT infrastructure  Integrate on IVR  Axxium Plug-In components  Integrate with the standard agent software  agenTel Client SDK (Free) –TCP/IP XML –COM –HTML –Toolbar  Server SDK (Free) –Custom statistics –Custom wallboard  Replace the standard agent software with your own  Agentel Partner Program (payable)

48. Page 48 AgenTel is extremely flexible Web pages viewed inside the agent client

49. Page 49 The 3 levels of high availability Hot stand-by cluster  Both servers are running and data is kept central  No loss of data  ± 1 minute downtime when switching  Requires Win2003 domain  99.999% uptime (HW) Cold stand-by Single server with regular backups  Standby machine is switched off  Regular backups are taken from active machine  On failure, active machine is replaced by standby machine and latest backup is restored Warm stand-by 2 synced servers  Both servers are running and constantly synchronized  Lose the last hour of your data (statistics, emails, faxes)  ± 5 minutes downtime when switching  Requires a reliable and fast network  99.99% uptime (HW)

50. Page 50 License model Overview All licenses are concurrent  # IVR ports  # Office client license (mandatory per agent): –Possibility to login, active TAPI toolbar –Usage of waiting monitor –Usage of agent monitor –Popup for direct calls (pure CTI) –Fax license: send/receive faxes  # Inbound call licenses  # Outbound campaign licenses  # Email licenses  # Continuously monitored extension licenses

51. Page 51 License model Continuously monitored extensions  agenTel 6.0 can have agents that –have free seating disabled  their extension has been predefined by the administrator –“free-seating-disabled” agents thus always have a known extension  Administrator can select to “always monitor the extension” of a “free- seating-disabled” agent –statistics of non-cc calls are available even WHEN THE AGENT IS NOT LOGGED IN  The administrator can only switch-on as many “always monitor this extension” check boxes as there are continuously monitored extension licenses.

52. Page 52 License model CME extra available statistics  Statistics of direct (non-cc) calls are available even WHEN THE AGENT IS NOT LOGGED IN

53. Page 53 AgenTel additional  Out-of-the-box voicemail with voice to email  Recording customer – agent conversation  project basis (tromboning)

54. Page 54 References  ABN-AMRO, BE  CC-Bank TeleCenter, DE  Würth DE  Ethias, BE  Otis, NL  Patientline, NL  Deutsche Bahn, DE  ….

55. Page 55 Top applications  Order desk  Sales Hotline  Support Hotline  Phone banking Call Center  Ticket reservation  Alarm & security Hotline  Tele secretary  (Muliti company) front desk

56. Page 56 System requirements  IP based LAN  agenTel Server components (IVR, ICD, ERS, CTI) –Computer capable of running Win 2000/XP/2003 –Compatible PBX / VoIP Gatekeeper 3rd party TAPI interface Single line transfer protocol (ECT, ICT, Q.SIG,…) otherwise tromboning is used (takes more lines) Call information (CLIP, called number, div. call info) MWI (if voicemail) –Telephony board CAPI-compliant voice cards (Eicon Diva Server) Intel (Dialogic) board (Digital or Analogue) VoIP connection –For e-mail routing: SMTP, POP3 or IMAP server –For voice to e-mail functionality: SMTP server –For FAX: the telephony board should support FAX  agenTel Client (agent, team leader, admin) –PC capable of running 2000/ XP/2003

57. Page 57 Why choose agenTel? Simple, straightforward installation and configuration Value for money Flexibility and scalability, start small to grow big.

58. Page 58 Questions & answers www.voxtron.com/agentel