1. 5 Questions When Analyzing Your Analytics Options" Dan York, Director of Conversations" dyork@voxeo.com twitter.com/danyork! +1-407-455-5859! January 26, 2011!

2. About Voxeo! Founded in 1999 Worlds largest hosted VoiceXML and CCXML platform Over 82,000 hosted ports globally; thousands of premise deployments Over 200,000 developers and 45,000 companies using Voxeo platforms and services The Voxeo difference: Unlocked Communications, Customer Obsession Teams, Communications Passion Voxeo Corporation

3. improve customer experience! increase customer loyalty! increase revenue! Voxeo Corporation

4. What actionable insights can your analytics deliver?! Voxeo Corporation

5. Understand caller behavior!Question: How do callersnavigate through the application? 1 2 3 5 4 Sequence: Prime Telecom Portal, Service Plan Mgr, Present Single Add-On, Billing, [End of Dialog] Voxeo Corporation

6. Know how callers exit the application!Question: How docallers exit the application?Question: ... andwhere do they exit? Voxeo Corporation

7. Know your callers loyalty!Question: Do our customerscall in only once, or do we havemany frequent callers? Most callers (34454) called only once during the past 4 weeks Almost 4% of the callers called at least 10 times Voxeo Corporation

8. Understand caller behavior! Dominant Path Analysis: Assess quality, identify problems Why do only 9.6% order an Add-On after the promotion? About 80% of all callers that had selected Service Plan Manager were presented a In absolute tariff Add-On promotion. numbers, the promotion was still a success!The order rate is much higher(33.5%) after browsing througha list of Add-Ons than after thepromotion! Why do most callers who selected to change an Add- On hang up? Voxeo Corporation

9. Hotspot Analytics! Caller behavior analysis in Highlights for sub-average the service creation recognition performance environment Navigation analysis Layer usage (Personalization) Quickly find and fix application issues Business Task performance Voxeo Corporation

10. Can you get your analytics in real-time?! Voxeo Corporation

11. Real-time Tuning! Understand what callers are doing right now in your application Make changes right now to improve customer experience, increase conversion rate Voxeo Corporation

12. Example: Real-time Infrastructure! Production Environment Writing data VoiceObjects at call time Infostore Analyzer (Operational) Tactical real-time Reporting VoiceObjects Periodic sync via Server Cluster loading scripts VoiceObjects Infostore (Datamart) Analyzer Business Intelligence CTI IVR CRM Data Data Data Data Warehouse Analysis Environment Voxeo Corporation

13. Mobile Access! Management-level KPI and trend analysis reports Using MicroStrategy 9 Mobile (iPhone, iPad, BlackBerry) Voxeo Corporation

14. Are you locked in to specic systems or choices?! Voxeo Corporation

15. Leverage Existing Investment! Voxeo Corporation

16. Extend Your Linkage To Other Systems! Learn more about your Application-specific customers from their interactions logging with your self-services Infostore CRM Custom DB Database Infostore System DB CTI Logs IVR LogsFollow calls through their Extend applicationphases in the environment tuning capabilities(Cradle-to-Grave) Voxeo Corporation

17. What deployment options do you have?! Voxeo Corporation

18. Premise or Cloud! Voxeo Corporation

19. Can you analyze customer interactions across new communication channels?! Voxeo Corporation

20. Changing Consumer Preferences! Voxeo Corporation

21. Analyze Channels Side-by-Side! Cross-channel Reporting Business-level statistics on Task completion rates but 82% actively aborted the Order transaction and there were recognition problems and hangups while entering new credit card dataUpdate ExpirationDate was verysuccessful Voxeo Corporation

22. Voxeo Corporation

23. Analytics Life Cycle! Voxeo Corporation

24. 1. What actionable insights can your analytics deliver?!2. Can you get your analytics in real-time? !3. Are you locked in to specic systems?!4. What deployment options do you have?!5. Can you analyze customer interactions across new communication channels?! Voxeo Corporation

25. Easy to Get Started, Easy to Use Learn about Voxeo VoiceObjects Real-Time Analytics: www.voxeo.com/crm-analytics Learn how you can: Capture real-time analytics across multiple communication channels Use analytics and business to drive app improvents and improve efficiency Download our free whitepaper on VoiceObjects Reporting Understand how you can link to Business Intelligence systems Download a free version of VoiceObjects to try it out! Voxeo Corporation

26. Dan York"dyork@voxeo.com !+1-407-455-5859!twitter.com/danyork!skype: danyork!