1. Education Finance Council Technology Conference
AES eCommunications Center
May 5th - 6th, 2003

2. eCommunications Center
Web enabled, inbound/outbound, single point of contact, 24/7 customer contact center
Inbound Customer Service & Online technical support, outbound marketing
Live May 1st, 2001
Supporting 21 unique web sites
AES Corporate; Mentor; CampusChamps, MYF, AES Business Partners

3. ECommerce Organization

4. CRM Network Existing AES infrastructure AVAYA PBX
AVAYA Call Management System
MS SQL 7 Database
Mosaix Autodialer

5. CRM Network Avaya ICC AES Homegrown Systems ‘DigDash’ ‘InfoWare’
operating system
‘InfoWare’
knowledge ware application
Help Desk
internal; for web users
“AESMailer”
outbound administration

6. CRM Network Existing AES infrastructure AVAYA PBX
Vector Routing of medium channels per web site
51 current Vector
AVAYA Call Management System
Client Based CMS Split/Skill Assignments
MS SQL 7 Database
Network Power
DigDash, InfoWare
Mosaix Autodialer
Outbound Marketing

7. Internet Call Center - ICC
Live Chat
Option for Voice
Web Collaboration
‘MessageCare’
Administration
Subject Matter Expert routing
History archive search capability
Reporting Functions

8. Internet Call Center ICC “ContactUs” “Call Me”
Consumer scheduled call back
Traditional Toll-free Service
“ContactUs”

9. Digital Dashboard Homegrown Application
Designed with ‘single-point of contact’ in mind
Non-traditional AES Customer data warehouse
Integrated with multiple host systems
legacy, database
search capability; history notations
and chat archived to imaging
Easily Administered
Tailored data fields for AES Partners
Contact Classification Reporting

10. DIGITAL DASHBOARD

11. DIGITAL DASHBOARD

12. Customer Relationship Management (CRM) Account Notation
DIGITAL DASHBOARD
Customer Relationship Management (CRM) Account Notation

13. DIGITAL DASHBOARD - Search Results

14. Knowledge Ware ‘InfoWare’ Homegrown application Customized information
Point-and-click agent access to information
Easy to administer
Enhances quality of response through consistent delivery of information

15. DIGITAL DASHBOARD - Info-ware

16. Help Desk Tool in providing Technical Support to web surfer
Real-time technical assistance
Replicates end-user configuration
Feedback to AES web developers

17. Technical Support Up-front Agent Support
Review user configuration/software versions
Reset Security to Default Settings
Clear Cache
Adobe Acrobat upgrades/review web enable option
Create User Profile for Escalated Help Desk Support
Back Door Access to Portal - User Account Information

18. Help Desk Real-Time Technical Assistance
Replicates End-User Configuration
Help Ticket Tracking via Dig Dash
User Issue Resolution Reporting
Feedback to Agents & AES Web Developers to improve web functionality

19. Inbound Time of Day Distribution

20. Inbound Medium Distribution

21. Vendor Services
eCommunications acts as 3rd party service provider for AES Business Partners
Dedicated Management Liaison
Disciplined Transfer Protocol
Flexible Reporting
Inbound Customer Service
Online functionality technical support
Marketing opportunities

22. AES Marketing Support Email Campaigns/Monthly eNewsletters
TrustE
Disciplined Internal Processes
Outbound Calling Campaigns
‘Do Not Call lists’
Snail Mail
tailored collateral material
Individual Loan Closure
AppSent, AppRcvd Follow-up procedures
Data Mining

23. Discussion Ken Schaffer Assistant Vice President AES Ecommerce eCommunicationsCenter