24 April 2006 Astound Technologies LLC 1
Multi-Media, Voice and Data Integration to Dramatically Improve Agent Performance
Astound Technologies LLC
Empowering your Business for Superior Performance
24 April 2006 Astound Technologies LLC 2
Astound Technologies Resolves
Management Issues
• Cost Control
• Staffing Levels
• Staff Turnover
• Budget Constraints
• Return on Investment
24 April 2006 Astound Technologies LLC 3
What Kills Bottom Line Results?The Time Involved Getting Down to Business!
0
10
20
30
40
50
60
70
Current 4 20 25 15 64
GPower 4 0 10 15 29
Intro. Identify Authenticate State Issue Elapsed
0
10
20
30
40
50
60
70
Current 4 20 25 15 64
GPower 4 0 10 15 29
Intro. Identify Authenticate State Issue Elapsed
24 April 2006 Astound Technologies LLC 4
Time Kills Outbound Bottom LineCall Prep Slows Getting Down to Business
0
5
10
15
20
25
30
35
40
Current 4 10 15 10 39
GPower 4 5 0 10 19
Lookup Dialing Intro Authentication Elapsed
0
5
10
15
20
25
30
35
40
Current 4 10 15 10 39
GPower 4 5 0 10 19
Lookup Dialing Intro Authentication Elapsed
24 April 2006 Astound Technologies LLC 5
Soft Handoff Kills Bottom Line
Consultation Ties Up Agent And Client
0
10
20
30
40
50
60
70
80
Current 4 10 30 30 74
GPower 4 5 0 0 19
Lookup Dialing Queued Handoff Elapsed
0
10
20
30
40
50
60
70
80
Current 4 10 30 30 74
GPower 4 5 0 0 19
Lookup Dialing Queued Handoff Elapsed
24 April 2006 Astound Technologies LLC 6
Greatest Cost of Turnover?Lost Business and Productivity!
0
50
100
150
200
250
300
Current 100 30 300
GPower 100 20 200
Agents Turnover % Cost in 000's
0
50
100
150
200
250
300
Current 100 30 300
GPower 100 20 200
Agents Turnover % Cost in 000's
24 April 2006 Astound Technologies LLC 7
Astound Technologies
• State of the Art Multi-Media Integration Expertise
• Compatibility with Your Technology: TDM, IP or Converged TDM/IP
• Performance Generating Integration Technology
24 April 2006 Astound Technologies LLC 8
Astound Delivers “GPower”
• GPower products empower the Contact Center Agent.
• GPower integrates voice and multi-media data at the desktop.
• GPower dramatically improves Contact Center operating performance.
24 April 2006 Astound Technologies LLC 9
GPower Multi-Media Integration
GPower Ensures Faster
Contact Response
by the Agent
24 April 2006 Astound Technologies LLC 10
GPower Answering
• Caller Profile Delivered
• Relevant Information
• Outstanding History
• Current Status
24 April 2006 Astound Technologies LLC 12
GPower Screen Pop Features
– Your Application Screen
– Customer ID Verification
– Caller History– Current
Status
24 April 2006 Astound Technologies LLC 14
GPower Softphone
– Take Call– Make Call– Transfer/Conference– Toggle
– Reconnect
– Hold
– Drop
24 April 2006 Astound Technologies LLC 15
GPower Agent Performance
Actual vs. Expected Comparisons
Delivered to Agents
So They Can Monitor
Their Own Progress
24 April 2006 Astound Technologies LLC 16
GPower Agent ACD Statistics
ACD Statistics Window
Enables Agents to
Monitor Crucial ACD
Group Activity Levels
24 April 2006 Astound Technologies LLC 17
Caller History
• Instant Retrieval
• Wrap-up Follow up
• Never Lose a Call
24 April 2006 Astound Technologies LLC 18
GPower Call Routing
• Your Rules
• Last CSR Providing Service
• Outstanding Incidents
• Appropriate to Service Required
24 April 2006 Astound Technologies LLC 19
Enhanced Applications Available with GPower
• Routing Voice/Email/Chat• Reporting/Crystal Reports• IVR APIs• IVR Plus Auto Attendant• Preview Dialing• Abandoned Call Callback• Requested Callback• Agent Action List• Recording• Email• Web Callback• Web Chat
24 April 2006 Astound Technologies LLC 20
GPower Instantly Delivers
• Out of the Box Applications
• Multi-Media Blending
• Universal Queuing
• TDM, IP or TDM/IP Switching
24 April 2006 Astound Technologies LLC 21
Out of the Box Applications
• Microsoft Great Plains Interface
• Microsoft CRM Interface• FrontRange Heat Interface• FrontRange Goldmine
Interface• Trunk Side Recording• Line Side Recording
24 April 2006 Astound Technologies LLC 22
GPower Benefits
• Improves Problem Resolution
• Enhances Responsiveness
• Leverages Existing Resources
• Less Wasteful Downtime
• Lowers Operating Costs
24 April 2006 Astound Technologies LLC 23
More GPower Benefits
• Improved Customer Service Loyalty
• Greater Agent Satisfaction
• Increased Retention
• Reduced training expense
• Reduced hiring expense
24 April 2006 Astound Technologies LLC 24
For More GPower Information
Please Contact:
Astound Technologies LLC
P.O. Box 31234
Walnut Creek, CA 94598
Office: (925) 465-5074
Fax: (925) 465-5074
www.AstoundTech.com