The TFB - NEC Advantage TECHNOLOGY FOR BUSINESS Corporation

Presentation Summary Our Background Why TFB? Product Architecture Design Highlights Modules

TFB Company Background Products Packaged and custom CTI / IVR / Reporting software for contact centers and vertical markets Platform Focus NEC NEAX 2400 and NEAX 2000 Pedigree Since 1989 providing solutions for such organizations as General Motors, Japan Airlines, Tempur-Pedic, Enron, Mandalay Bay, BC Rail, Los Angeles County…

Data Voice Reports Web CTI IVR Why TFB?

Feature-Rich Proven Suite of Packaged Features True call blending Cradle-to-Grave Reporting Multi-channel contact – , web Multi-site Solutions Industry-Specific Solutions

Why TFB? TFB Design Approach Open Architecture Built on industry standards The user owns reporting data Ongoing R&D – Support for emerging standards Failsafe to ACD functionality Why TFB?

Open Architecture Benefit - Investment Protection Open API, Open Data Application Integration to Infolink Why TFB?

Superior Integration Unmatched NEC Infolink Support Integration among TFB modules Desktop Integration for Screen Pop to any open application Integration to your databases now, and databases you implement later Integration to your voice recorder

Why TFB? Superior Customization Agile development services Open API GUI configuration Why TFB?

Superior Track Record Just ask… Los Angeles County Tempur-pedic Japan Airlines Cobb EMC Taylor-Made Adidas Golf …or hundreds of other satisfied TFB users. Why TFB?

SUMMARY Feature-Rich TFB Design Approach Open Architecture Superior Customization Superior Integration Superior Track Record Why TFB?

Data Voice Reports Web CTI IVR Products

Modular, Scalable, Open Integrated Functionality Customizable D E S I G N Products Architecture

True Contact Blending Cradle-to-Grave Reporting The End-User Owns the Data D E S I G N Products Design Highlights

DESIGNED FOR MULTIPLE CONTACT CHANNELS With TFB, your customers can choose how they contact you. Your Contact Center Products

TFB Modules manage Inbound Phone, Web Chat, or proactive Outbound Calls. DESIGNED FOR MULTIPLE CONTACT CHANNELS Products

Modular TFB features route calls, offer options to callers, and streamline customer service. Products ROUTING OPTIONS IN QUEUE IVR

Modular Reporting and Monitoring lets you track agent and caller activity across the ACD AND CTI Server. REPORT MONITOR CONTROL Products

Modular tools for the agent desktop help streamline agent-caller interaction. SCREEN POP AGENT TOOLS Products

Integrated functionality through TFB CTI Server 5 And Media Server Platforms CTI SERVER / MEDIA SERVER PLATFORMS Products

TFB Modules provide full integration to NEC’s Infolink and MIS Link INTEGRATION TO INFOLINK MIS LINK Products

Choose the features you need knowing your investment is protected, fully integrated, scalable, and open. MODULAR INTEGRATED MULTIMEDIA Products

Data and Apps Voice TFB Reporting TFB Web Contact TFB CTI/IVR Your Voice Recorder A Comprehensive Solution TFB - NEC

For More Information

Products

PART II The NEC- TFB Advantage TFB Reporting TFB Web Contact TFB CTI/IVR Your Voice Recorder

Data Voice TFB Reporting TFB Web Contact TFB CTI/IVR Your Voice Recorder Comprehensive Solution Opportunity PART II

Integration to NEC Call Center Suite –Skills / Criteria-based Routing –Cradle-to-Grave Reporting –Real-time Supervisor Reporting –Vertical Applications Opportunity PART II

Integration Example TFB ACD Reports –A Cradle-to-Grave Reporting package –Comprehensive call and agent data across ACD/IVR/CTI –Voice Print integration lets users research in ACD Reports, then listen to call recordings by clicking embedded links Opportunity PART II

Win-Win Benefits Opportunity PART II for TFB/NEC for Customer TFB/NEC has a long working relationship Virtual Que Positions, No hardware used Open system, Infolink Connect API, exporting of data, and true ownership of data Reliability Seamless Integration, Investment protection Low hardware investment Can interface with any other databases, write custom apps, customize reports Maximum Up time

PART II TFB Products Demos

PART II Skills Based Routing of Voice, E- mail & Web Contacts Callback and Web Chat Functionality View Agent Queue Status Customized Messaging for VIP Clients by Caller ID Ability to Provide Back up Support During Peak Periods Increased Client Retention And Satisfaction. Why TFB ?

Extensive Reporting Capabilities Call Log for Missed, Dialed or Answered Scalable Between NEC Product Offers Improved Agent Productivity and Less Agents PART II Cost Reduction and Containment. Why TFB ?

Automated Inbound Sales Through 24 Hour Operation Informative Screen Pops Increasing Skill Level Outbound Dial Campaigns Turn Your Contact Center Into a Revenue Center Profitability of Operations PART II Why TFB ?

Build on your existing Investment Migrate Systems & Infrastructure Enhance Customer Experience Enhance Team Experience PART II TFB - NEC Results

PART II Multimedia Customer Touch Points TFB AgentChat Save Inbound Toll costs Route customers from your web site for immediate service via chat. Handle More Traffic Your agents handle multiple customers simultaneously Feature-rich –Supervisor Broadcast, Monitor, conference –Forbidden word alert –Internal agent to agent chat and Web Chat Functionality

PART II Multimedia Customer Touch Points TFB AgentChat Easy Interface Lets Agents Handle Multiple Chats Pop Up Info Shows Customer Details

PART II Multimedia Customer Touch Points TFB AgentChat Collaborate By Pushing a Web Page to Customer Supervisor Features Include Real time Monitor

PART II Multimedia Customer Touch Points TFB AgentChat Your Web Page Retains Your Look & Feel Simple Web form interface allows the customer experience to follow your look and feel

PART II Multimedia Customer Touch Points TFB Agent Track, Manage, and Route Route customers from your web site for immediate service via chat. Offer Customers Options Your customers expect the option to contact you by Feature-rich –Search –Supervisor approval mode for agent training –Use your company’s HTML template

PART II Routing Routed to Agents from Queues Easy to Use Interface –Agents Do It All in One Interface! –Reply / Escalate/ Transfer –Apply your proprietary HTML template Multimedia Customer Touch Points TFB Agent

PART II Search Tools Search by date, name, or address Feature-Rich Customer replies route to original Agent Tag as spam feature Use To address for queues Multimedia Customer Touch Points TFB Agent

Summary TFB is a premiere developer of CTI applications for NEC TFB-NEC Partner Benefits Increased sales and revenue opportunities More comprehensive solution offering Win-Win TFB/NEC long relationship Open System True ownership of data Reliability