Efficient and user friendly tools bring success to your customers! New releases of Vision 80/20

Agenda ◆ New Releases of Vision 80/20 ◆ Vision 80/ ◆ Vision 80/20 Contact Center 10.0 ◆ Vision 80/20 Statistics 3.0 ◆ Release plan

New release: Vision 80/20 3.0

Vision 80/ ◆ New easy to use interface for attendants ◆ New easy to use interface for users ◆ Moore efficient search functionality ◆ Combined attendant and agent client

Vision 80/20 Attendant Client 3.0 More user friendly Easier to learn – fast introduction of new staff Full focus on contact with the caller providing better service New graphical interface Interactive ribbon menu that show the available choices Clearer presence- and availability information

Vision 80/20 Attendant Client 3.0 Progressive search Search results are updated as the search is written More efficient service You can quickly see if the search is successful or if it needs to be narrowed down further Provides faster service to callers

Vision 80/20 Combined attendant and agent client Combined client Transition for the operator is easy as everything is in one interface All media included Better use of resources Attendants can log in to selected queues to assist during peak load times Results in improved customer service

Vision 80/20 Manager New graphical interface Hidden menus have been replaced with interactive ribbon menus Easier to use Easier to access

Vision 80/ Web User Efficient organization It´s easy to do a search on colleagues It´s easy to see whether colleagues are available or busy Saves time Reduces internal calls to the operator New graphical interface Clearer information about colleagues and their status Mouse over to see detailed information about colleagues Easy to set an absence message through calendar Easy to use – more intuitive

New release: Vision 80/20 Contact Center 10.0

Vision 80/20 Contact Center 10.0 ◆ New easy to use interface for agents ◆ Agent chat ◆ Music on hold ◆ Auto reply by ◆ Case log

Vision 80/20 Contact Center 10.0 New graphical interface More user friendly Easier to learn – faster introduction of new staff Full focus on contact with the caller providing better service

Vision 80/20 Contact Center 10.0 Agent chat Agent to agent chat Simplifies for the agent Facilitates transfer of contacts (”warm handover”) Provides faster service to callers

Vision 80/20 Contact Center 10.0 Light attendant functionality for part time attendants Transition for the agent is easy as everything is in one interface Easy to use – intuitive Same powerful progressive search tool as the operator uses Better use of resources Agents can assist during peak load times Results in improved customer service

Vision 80/20 Contact Center 10.0 Music on hold More pleasant reception Pleasant experience at queue

Vision 80/20 Contact Center 10.0 Auto reply by ◆ Quick feedback with information that the mail is received and opening hours. ◆ Even after closing an can be sent with information about opening hours.

Vision 80/20 Contact Center 10.0 Auto reply by chat ◆ Incoming chat users will receive welcoming and informative messages. ◆ The user will have the possibility to see how many are in front in the queue which gives better sense of queue progress and customer satisfaction.

New release: Vision 80/20 Statistics 3.0

Vision 80/20 Statistics 3.0 New reports In Statistics 3.0 ◆ Case Log ◆ IVR Choices ◆ Callback now included in CC-Report New wallboard

Vision 80/20 Contact Center 10.0 Case log *Requires Vision 80/20 Statistics Case log Categorization of cases Fact based decisions Show statistics for issues such as which questions are most commonly asked or which departments may be contacted most often. Allows managers to quickly see how resources are being spent on the various sponsors and clients.

Vision 80/20 Case Log in Statistics 3.0 Case log Categorization of cases Fact based decisions Show statistics for issues such as which questions are most commonly asked or which departments may be contacted most often. Allows managers to quickly see how resources are being spent on the various sponsors and clients.

Vision 80/20 Statistics 3.0 IVR-report Showing different IVR-choices Can be used for customer surveys Table or chart

Vision 80/20 Statistics 3.0 Callback included in contact center report

Vision 80/20 Wallboard Wallboard *Requires Vision 80/20 Statistics 3.0 Wallboard, panels: Agents Agent groups Queues Queue history Queue Length Correct decision making Quick overview Easy to build your own wallboard with panels Can be displayed in Desktop or Wallboard mode

New release: Vision 80/20 Auto Attendant 4.1

Vision 80/20 Auto Attendant 4.1 ◆ Support for virtualization WMWare ◆ Support for latest speech recognition ◆ Support for Windows 2008 R2 Ready for sale: Ready for delivery:

Release Plan: Vision 80/ Vision 80/20 Contact Center 10.0 Vision 80/20 Statistics 3.0

Vision 80/20 Release Plan Ready For Sale: ◆ Vision 80/ (PAM) ◆ Vision 80/20 CC10 ◆ Vision 80/20 Statistics 3.0 Ready For Delivery : Vision 80/ (PAM) : Vision 80/20 CC10 and Statistics 3.0