1. Mid-South User Group October 22-24, 2014
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2. ConvergeIT® Deb Davis ConvergeIT
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3. Virtualized Communication Solution
4/19/2017
Virtualized Communication Solution
Business communications technology is rapidly evolving. The right solution can help ensure that your institution provides a great experience to your Customers.
Software based solutions can future-proof your investment.
In this session, we’ll discuss:
Technology Shifts for Audio Response, PBX and Contact Center
New Capabilities
What’s Coming in the Future
2009 Investor Conference

4. ConvergeIT Overview Key Benefits Important Features
A Fiserv virtual solution, providing your Financial Institution with all its communication needs on one platform
ConvergeIT: IVR (with speech recognition)
ConvergeIT: VoIP (IP telephony)
ConvergeIT: Call Center (Customer contact center) with screen pops
Important Features
VMware Virtualization
Account processing system integration for ConvergeIT: IVR and screen pops
Multichannel call center
Recording capabilities for compliance and coaching
Disaster recovery for all applications (without having to repurchase software)
A single point of total system administration

5. ConvergeIT: An Integrated Communications Solution
Call Center
Call Reporting
Call Recording
Conferencing
Voice Mail
Audio Response
Operator Console
Soft Phone
Admin Console
Screen Pop
Mobility
VoIP Phone
ConvergeIT

6. Before: Audio Response/IVR Systems
“Set it and forget it”
Hardware no longer supported
Out-of-date operating system
Analog phone lines
Expensive to replace
Analog, Outdated OS

7. Today: Audio Response/IVR Systems
All software option
May be virtualized
May be integrated with PBX and Contact Center
Voice recognition option
Dedicated or Virtual Server

8. The PBX/Phone System Historical Challenge
Proprietary hardware
Proprietary telephones
Expensive to purchase
Limited functionality
Difficult to manage
Expensive to maintain
Expensive, Difficult, Limited

9. A Shift to More Software, Less Hardware
Improvements in processing power reduces hardware footprint
Self administration reduces management costs
Integrated software suites increase capability while reducing costs
150 User PBX & Call Center

10. Today: All Software Solutions
All software PBX installed on a dedicated Intel server
Or a virtual server using VMware or Hyper-V
Standards based telephones
SIP support to carrier
On-premise or in a data center

11. Future: All Software in the Cloud
Cost reduction/ROI
Eliminates hardware
Operating expense vs. capital expenditure
Reduced management overhead
Redundancy
User level disaster recovery options

12. Today’s Contact Center: Connecting with Customers
Voice over IP allows agents to work anywhere
Agents just need a PC and a headset
Intelligently route to the contact center from the audio response unit/IVR
IM queuing expands contact options for Customers
Supervise from anywhere

13. Contact Center: Connecting with Customers
Video conferencing support
Standards based telephones (Polycom)
Integration with Polycom video conferencing solutions
Provide personalized Customer services at branches

14. Contact Center: Stay Connected with Customers
Employees can work remotely using a Soft Phone on a PC
Employees can connect from home using an IP phone
Employees can use mobile Extension to make and receive calls using iPhone or Android phone
Calls can automatically be forwarded to a predetermined number
Expensive, Difficult, Limited

15. ConvergeIT: Call Center
No other company offers a converged call center solution, IVR and VoIP that integrates with an enterprise-wide processing platform via a single touch point
Complete Call Center Applications
Automated call distribution (ACD)
Call / screen recording
Agent and supervisor desktop clients
Real-time performance management
Call reporting
Software developer kit (SDK)
Enables integration to other call center systems and applications
Screen Pops
IP/PBX Premise-based
Call Center
IVR and PBX Disaster Recovery
IVR

16. ConvergeIT: Call Center and Integrated Outbound Dialer
4/19/ :07 AM
ConvergeIT: Call Center and Integrated Outbound Dialer
Customer Service for Sustained Competitive Advantage
Seamless delivery of applications and services
Central site, branch, remote
Leverage global resources
Business continuity
Virtual Infrastructure
Capture, reporting and analysis
Real-time information
Customer experience view
Information Management
Automated marketing campaigns
Tracked results
Automated asset recovery
Enhanced Self-Service
Personalized service
Consistent information access
Voice, , Web integration
Consistent Brand Experience
Best skills applied
Managed follow-up
Improved conversion rates from Customer segmentation
Differentiated Service
Engage enterprise experts
Leverage local knowledge
Presence, uninterruptible
Experience on Demand
Customer
Cost-effective, easy to use - Excel-like spreadsheet Automatic dialing with a single click Live call transfer Interactive touch tone response (press 1, press 2, etc options) Voice command and response (IVR system) Record your own voice message and/or use computer generated voice. Detect human pick up, answering machine, busy line, no answer, disconnected line Automatic retry for busy line or no answer.
ConvergeIT, Fiserv’s Dynamic & ubiquitous Call Center and other IP telephony solutions allow our clients access to key resources and expertise 24X7 with consistent experience across locations. It is easy to use, provides easy collaboration and provides a holistic, intuitive approach to management, reporting and presence. ALWAYS on: SECURE, RELIABLE, SCALABLE AND MANAGEABLE….which Equals improved Bank Customer service, employee productivity and overall CU business efficiency.
2009 Investor Conference

17. Employee Performance Evaluation
Contact Center
Agent Performance
Agent Performance by Department
Agent Performance by Group
Agent Performance by Location
Evaluator Calibration Report
Department Performance
Group Performance
Location Performance
Financial Performance
Individual Question (Detail) Analysis
Skill Analysis by Event Type
Template Performance

18. ConvergeIT – Virtualize Now!
In an increasingly mobile world, virtualizing the tools used to communicate with Customers is crucial to financial success
ConvergeIT brings the ability to completely virtualize the PBX management servers on a VMware platform
Dynamic virtualized resource allocation with:
ConvergeIT®: IVR
ConvergeIT®: VoIP
ConvergeIT®: Call Center

19. ConvergeIT: IVR and ConvergeIT: Call Center Virtualized
Contact
Center / IVR
Hardware
converts to
Software

20. ConvergeIT: VoIP and ConvergeIT: Call Center Virtualized
SIP Trunking or
Intel Server
Gateway
Analog/PRI Gateway
Dedicated or
Virtual Server

21. Value to Clients Price Technology and Innovation Integration
Lower cost-of-ownership
Reduction in client cost of moves, adds, changes
Reduction in client operating expense (that is, toll costs, employee overhead, hardware maintenance)
Free calls between offices
Technology and Innovation
Full-featured PBX/VoIP and IVR system
Virtualized IVR and PBX/VoIP platform
Business resumption
High reliability and availability
Support for call tracking
Open system design
Extremely scalable and modular (can tie to legacy products)
Deep features with additional unified communication
Integration
Smart integration to account processing systems
Efficient implementation across the organization (everything on IP)
Centralization of call control (data center telephony)
Virtualization of contact center (agent location independence)
Service
Equal or Superior Client Experience
Certified PBX/VoIP technicians and IP network infrastructure
Web-based help desk with guaranteed SLA
Stability of Fiserv
Single source of contact
Onsite or depot service option

22. Thank You!

23. ConvergeIT: IVR Contact Us
Deb Davis
ConvergeIT Sales Manager