1. Syntellect Outbound Communicator

2. Copyright© 2008 Syntellect Inc. All Rights Reserved 2 Agenda Syntellect Outbound Communicator Overview What is Predictive Dialing and Call Blending? Outbound Communicator Architecture User Interface Demonstration Reporting Future of Outbound Communicator Questions

3. Copyright© 2008 Syntellect Inc. All Rights Reserved Syntellect Outbound Communicator Outbound technology is used to achieve a high level of customer satisfaction What proactive customer care does is take the customer interaction tools and leverages them for outbound campaigns with a special mission: –Retain customers –Maintain brand loyalty –Up sell and cross sell, if appropriate –Accentuate better service, extended service and personalized service 3 “North American Outbound Dialing Market 2008,” Frost and Sullivan, 2008

4. Copyright© 2008 Syntellect Inc. All Rights Reserved Syntellect Outbound Communicator Integrated with Syntellect CIM 7.0 Automatic outbound dialing to manage contact centre traffic and campaigns Use predictive dialing technology to monitor agent and call activity Accurate live voice detection Efficient Call Blending leveraging skills of each agent Automatic “time zone” and “do-not-call” recognition 4

5. Copyright© 2008 Syntellect Inc. All Rights Reserved Syntellect Outbound Communicator Benefits Include: Maximum agent utilisation Improved customer service Predictive and progressive campaign management Robust blending options Intuitive management interface Well-proven, self-learning intelligence Industry regulatory compliant Ability to dial additional numbers 5

6. Copyright© 2008 Syntellect Inc. All Rights Reserved Syntellect Outbound Communicator Use Outbound Communicator anytime you need to reach a large number of customers by phone: Customer service call backs Collections Order confirmation/Create up-sell Hosted (for small businesses running short campaigns) Community alert campaigns Sporting event notifications Any many more! 6

7. Copyright© 2008 Syntellect Inc. All Rights Reserved Syntellect Outbound Communicator Quick Look: Simple administrative tools for campaign management and system administration Easily define the information presented to the connected agent Silverlight Web Interface for ease of use and standard browser compatibility 7

8. Copyright© 2008 Syntellect Inc. All Rights Reserved 8 Syntellect Outbound Communicator Quick Look: Import call campaign lists Field mapping for accurate data matching of your calling lists 8

9. Copyright© 2008 Syntellect Inc. All Rights Reserved 9 Syntellect Outbound Communicator Quick Look: Industry standard methods for campaign scheduling Automatic recognition and for time zone rules and Do-Not-Call compliance 9

10. Copyright© 2008 Syntellect Inc. All Rights Reserved 10 Agenda Syntellect Outbound Communicator Overview What is Predictive Dialing and Call Blending? Outbound Communicator Architecture User Interface Demonstration Reporting Future of Outbound Communicator Questions

11. Copyright© 2008 Syntellect Inc. All Rights Reserved What is Predictive Dialing? A computerised system that automatically dials batches of phone numbers for connection to agents Predicts both agent availability, and “called party” answers, adjusting the calling process to the number of agents predicted to be available when the calls placed are answered Monitor the calls placed and detect how they are answered (No Answer, Busy, Answering Machine) Only calls answered by live people are connected to agents. 11

12. Copyright© 2008 Syntellect Inc. All Rights Reserved What is Predictive Dialing? Predictive Dialing optimizes agents time by freeing them from manually dialing and listening to ring tones, answering machines, or unsuccessful calls 12 This allows you to get more value from your contact centre agent’s unsuccessful calls

13. Copyright© 2008 Syntellect Inc. All Rights Reserved What is Call Blending? Agents can be in multiple queues, some inbound and some outbound Agents don’t need to manually switch between inbound and outbound Inbound calls are typically higher priority If inbound volume drops to the point where there are some agents idle, OC begins dialing outbound calls Call Blending is most useful for agents that have the skills to handle both types of calls Throttle inbound call volumes 13

14. Copyright© 2008 Syntellect Inc. All Rights Reserved 14 Agenda Syntellect Outbound Communicator Overview What is Predictive Dialing and Call Blending? Outbound Communicator Architecture User Interface Demonstration Reporting Future of Outbound Communicator Questions

15. Copyright© 2008 Syntellect Inc. All Rights Reserved 15 CIM Outbound Communicator Architecture 15 DATA POP QUEUING Architecture without Outbound Communicator PSTN

16. Copyright© 2008 Syntellect Inc. All Rights Reserved CIM with COMPONENT SERVER 16 Outbound Communicator Server Outbound Communicator Architecture 16 Monitor queues and agents Request predictive agents DATA POP QUEUING Architecture with Outbound Communicator Call Contacts Call agents PSTN

17. Copyright© 2008 Syntellect Inc. All Rights Reserved CIM with COMPONENT SERVER 17 Outbound Communicator Server Outbound Communicator Architecture 17 Monitor queues and agents Request predictive agents DATA POP QUEUING ? Predictive Dialing Process Call Contacts Call agents PSTN

18. Copyright© 2008 Syntellect Inc. All Rights Reserved CIM with COMPONENT SERVER 18 Outbound Communicator Server Outbound Communicator Architecture 18 Monitor queues and agents Request predictive agents DATA POP QUEUING ? Predictive Dialing Process Call Contacts Call agents PSTN

19. Copyright© 2008 Syntellect Inc. All Rights Reserved CIM with COMPONENT SERVER 19 Outbound Communicator Server Outbound Communicator Architecture 19 Monitor queues and agents Request predictive agents DATA POP QUEUING Call Contacts Call agents PSTN

20. Copyright© 2008 Syntellect Inc. All Rights Reserved CIM with COMPONENT SERVER Outbound Communicator Server Outbound Communicator Architecture 20 Monitor queues and agents Request predictive agents Call Contacts Call agents DATA POP QUEUING HANG UP NO ANSWER VOICEMAIL ANSWER Bridge Contact and Agent call within CIM PSTN

21. Copyright© 2008 Syntellect Inc. All Rights Reserved 21 Agenda Syntellect Outbound Communicator Overview What is Predictive Dialing and Call Blending? Outbound Communicator Architecture User Interface Demonstration Reporting Future of Outbound Communicator Questions

22. Copyright© 2008 Syntellect Inc. All Rights Reserved Agent Data Pop 22

23. Copyright© 2008 Syntellect Inc. All Rights Reserved 23 Agenda Syntellect Outbound Communicator Overview What is Predictive Dialing and Call Blending? Outbound Communicator Architecture User Interface Demonstration Reporting Future of Outbound Communicator Questions

24. Copyright© 2008 Syntellect Inc. All Rights Reserved Reporting Where does the data go? Outbound Communicator Saves contact information for OCS and custom reports. Update Original Customer Calling List –Each contact is updated with calling outcome IVault –All calls connected to an agent will be displayed in IVault 24

25. Copyright© 2008 Syntellect Inc. All Rights Reserved Reporting Existing CIM Reports –Each Predictive campaign uses a dedicated CIM queue –All existing CIM reporting relating to agents and queues will show predictive calls. Generic Reports with Outbound Communicator –Outbound Communicator Calling Activity Report Dialing summary for each campaign –Campaign Session Report Dialing summary for each period a campaign was run –Campaign Snapshot Report Hourly dialing summary for each campaign –Predictive and Progressive Dialing Report Lists all calls made and resolution 25

26. Copyright© 2008 Syntellect Inc. All Rights Reserved 26 Agenda Syntellect Outbound Communicator Overview What is Predictive Dialing and Call Blending? Outbound Communicator Architecture User Interface Demonstration Reporting Future of Outbound Communicator Questions

27. Copyright© 2008 Syntellect Inc. All Rights Reserved Future of Outbound Communicator Outbound IVR campaigns Preview campaigns Campaign chaining System alert emails Multimedia support (email, SMS, etc.) Multi-tenant/partitioned support 27

28. Copyright© 2008 Syntellect Inc. All Rights Reserved 28 Agenda Syntellect Outbound Communicator Overview What is Predictive Dialing and Call Blending? Outbound Communicator Architecture User Interface Demonstration Reporting Future of Outbound Communicator Questions

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