Why Sytel?

‘All in one’ suite… …or components One stop shopping for all call/ media sessions …or components

The Market • Evolved over time • Awkward, incomplete integration • Custom connectors • Many separate software releases • Many separate support teams • Many separate report systems Higher... management overhead time to implement cost

Sytel integrated solution • Developed over time • Tight integration • Single software release • Single support team • Single report system Applications WFM CATI CRM Database management overhead time to implement cost Lower...

Sytel for communications Corporate Voice Agent One stop shopping for all call/ media sessions Sytel services SMS IVR Email Hi… Chat Customer

Sytel for applications Configuration management One stop shopping for all call/ media sessions Database Scripting 3rd party services Sytel services CRM ERP CATI Call Recording Reporting

Markets Telemarketing Customer service Collections Market research Sytel services Collections Market research

For contact center, enterprise, network provider, hosted provider

Large, experienced development team

We guide the regulators Provide guidance to regulators on dialing best practice FTC/ FCC in US DMA in US and UK Ofcom in UK

Very happy customers! One stop shopping for all call/ media sessions

Some Sytel Partners COMARCH One stop shopping for all call/ media sessions COMARCH

Companies that use Sytel One stop shopping for all call/ media sessions

Highly distributed Anywhere! Data Apps People The ability to distribute apps anywhere is quite unique – we can do same with the telephony The only real constraint is outside network capability e.g. bandwidth, latency etc People Anywhere!

24/7/365 support

Softdial Contact Center™

Database / social media / CRM Media Queue Management Queues – local or global Database / social media / CRM Sytel Media Queues Softdial CallGem™ (Outbound and Inbound) acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications. Softdial Plugin® Dialer (Outbound only) dynamically optimises call transfer rate based on resource availability (eg trunk lines and agents) within country specific compliance requirements. This module not shown separately but is included in Softdial CallGem™ for Outbound configurations. Softdial Campaign Manager™ provides supervisory control over campaign performance and acts as the link between the campaign database and the Softdial Plugin® dialer. Softdial Scripter™ generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc. Softdial Reporter™ reports detailed campaign and agent performance data Softdial Telephony Gateway™ routes all inbound and outbound calls as directed by Softdial Plugin® - also provides call recording capability Softdial Recording Viewer retrieves and replays recordings from the call recording database Softdial Phone provides software based agent and supervisor hand / headset control, integrated with Softdial Contact Center. etc Inbound Outbound Email Chat 1 1 2 2

Media Sessions Agents assigned according to skills Inbound Outbound Email Chat etc 1 2 3 1 2 1 2 3 4 2 3 4 1 5 etc Softdial CallGem™ (Outbound and Inbound) acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications. Softdial Plugin® Dialer (Outbound only) dynamically optimises call transfer rate based on resource availability (eg trunk lines and agents) within country specific compliance requirements. This module not shown separately but is included in Softdial CallGem™ for Outbound configurations. Softdial Campaign Manager™ provides supervisory control over campaign performance and acts as the link between the campaign database and the Softdial Plugin® dialer. Softdial Scripter™ generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc. Softdial Reporter™ reports detailed campaign and agent performance data Softdial Telephony Gateway™ routes all inbound and outbound calls as directed by Softdial Plugin® - also provides call recording capability Softdial Recording Viewer retrieves and replays recordings from the call recording database Softdial Phone provides software based agent and supervisor hand / headset control, integrated with Softdial Contact Center. 1 1 2 2

Media Blending Automatically re-assign agents Inbound spike! Inbound Outbound Email Chat etc 1 1 1 1 2 2 2 2 3 3 Softdial CallGem™ (Outbound and Inbound) acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications. Softdial Plugin® Dialer (Outbound only) dynamically optimises call transfer rate based on resource availability (eg trunk lines and agents) within country specific compliance requirements. This module not shown separately but is included in Softdial CallGem™ for Outbound configurations. Softdial Campaign Manager™ provides supervisory control over campaign performance and acts as the link between the campaign database and the Softdial Plugin® dialer. Softdial Scripter™ generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc. Softdial Reporter™ reports detailed campaign and agent performance data Softdial Telephony Gateway™ routes all inbound and outbound calls as directed by Softdial Plugin® - also provides call recording capability Softdial Recording Viewer retrieves and replays recordings from the call recording database Softdial Phone provides software based agent and supervisor hand / headset control, integrated with Softdial Contact Center. 3 4 4 5 5 6 etc 1 1 2 2 Service level OK Service level exceeded

Architecture Softdial CallGem™ (Outbound and Inbound) acts as the central control unit for all Softdial components, exposing the API for integration with 3rd party applications. Softdial Plugin® Dialer (Outbound only) dynamically optimises call transfer rate based on resource availability (eg trunk lines and agents) within country specific compliance requirements. This module not shown separately but is included in Softdial CallGem™ for Outbound configurations. Softdial Campaign Manager™ provides supervisory control over campaign performance and acts as the link between the campaign database and the Softdial Plugin® dialer. Softdial Scripter™ generates flexible scripting templates for agent prompts and input to maximise live call success rates. Also acts as user interface for a range of calling features such as call recording, call transfer etc. Softdial Reporter™ reports detailed campaign and agent performance data Softdial Telephony Gateway™ routes all inbound and outbound calls as directed by Softdial Plugin® - also provides call recording capability Softdial Recording Viewer retrieves and replays recordings from the call recording database Softdial Phone provides software based agent and supervisor hand / headset control, integrated with Softdial Contact Center.

Secure multi-tenancy Landlord Softdial services Tenants 4, 5 etc 1 2 3

Secure web interfaces Agent Secure HTTP Softdial (HTTPS) services Secure web transport takes the risk out of home working Encrypted data for all transmission Secure HTTP (HTTPS) Agent Softdial services IT/ mgmt

Media integration ACD Plugins Sessions Workflow Softdial server Email services POP3 Sessions IMAP SMS gateways Mediation interfaces are 2-way Workflow server Softdial services WSDL ACD IM services XMPP Social network interfaces bespoke