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Telecom

InnovatorsWeb Sem inarSeries

Cal l Cent er Com ponent s:IVR, Dialers , Conferenc ing

January 7, 2004

Keith WomackProduct ManagerEPOS Corporation

Norman TyrrellSr. Marketing Mgr.NMS Communications


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Slide 4

TelecomInnovators

Web SeminarSeriesAgenda

NMS Overview

Building Call Center Solutions 1st in a series

Market Drivers Technology and Business

Contact Center Developers Challenge

EPOS overview

IVR and Automating the Call Center

Integrating the Call Center

The Role of Speech

Q&A


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Slide 5

TelecomInnovators

Web SeminarSeriesBui ld ing Cal l Cent er Solut ions

First of a series of web events focused on thecontact center

Web Seminars

February 4th Speech Enabling Your Application March 3rd Migrating the Call Center to IP

Watch for upcoming events!


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Slide 6

TelecomInnovators

Web SeminarSeries

NMS at a Glanc e

Founded in 1983, publicly traded since l994

2002 revenues of $102 Million 300+ employees

120+ in product development

100+ in field, support

Products deployed in 90 countries

Product Development

Sales & SE support

Channel Partners Headquarters


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Slide 7

TelecomInnovators

Web SeminarSeriesAbout NMS Com m unic at ions

Leading provider of systems, system building blocks, andservices for next-generation communications solutions

With a focus on wireless, voice-driven applications, andpacket infrastructure markets

History of creating value for communications solutioninnovators equipment suppliers, applicationdevelopers and service providers based on

NMS-built technologies and services Strategic relationships with technology partners

Industry-leading supply chain and integration partnerships


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Slide 8

TelecomInnovators

Web SeminarSeries

CTI Server

SwitchACD

PSTN

IVR Server

Customer

Agent nAgent 2Agent 1

Data

Voice

CTI Monitor/Control Link

Basic Elem ent s o f a Connected

Cal l Cent er


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Slide 9

TelecomInnovators

Web SeminarSeries

Cont ac t Cent er

Business Chal lenges

Improve customer service

Increase productivity

Maximize flexibility

Reduce operational costs

All at the same time


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Slide 10

TelecomInnovators

Web SeminarSeriesSom e Mark et Dr ivers

Technology and business disruptions

Spending shift towards technologies thatimprove existing investments

Outbound calling remaining stable Conferencing technologies key for monitoring

and logging

Increasing importance of self-servicetechnologies


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Slide 11

TelecomInnovators

Web SeminarSeries

Cont ac t Cent ers : B ig and Grow ing10% annua l agent g row t h expec t ed in Nort h Am er ic a t hough 2006

Technological Disruptions Voice Over IP

Speech-enabled self-service

Multi-modal communications

Changes in hosting environment and bundledIP voice services require next generation platforms.

Business Disruptions

Emergence of hosted contact centers

Shift to CRM vendors, away from

PBX/ACD vendors

Servi

ce

Environm

entApp

lications

Impl

ementer/

Inte

grator

Service

Provider

Contact Center

Whole Product

Service

Platform

SpeechAutomation


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Slide 12

TelecomInnovators

Web SeminarSeries

Out bound Cal l ing Rem ains

Stable

Outbound dialing accounts for about 20% of totalcall volumes for call centers

Traditional telemarketing is under pressure from

poor performance and increased regulations But other forms of outbound calling are on the

increase

Debt collection

Proactive service calls


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Slide 13

TelecomInnovators

Web SeminarSeries

Conferenc ing and Moni t or ing

Tec hno log ies Im por t ant

Beyond usual coaching and supervisorassistance

Conferencing technologies key for monitoring

and logging Driven by requirements of improved customer service

Fraud management

Voice security and law enforcements


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Slide 14

TelecomInnovators

Web SeminarSeries

Cont ac t Cent er Spending Shi f t s : L ike l ihood o f im p lem enta t ion

Source: Datamonitor, 2003


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Slide 15

TelecomInnovators

Web SeminarSeries

Custom er In t e rac t ion Today

Contact channel options

Phone Postal mail, fax

E-mail

Text Chat

Web Collaboration VoIP

Handheld devices

From the call center to the contact center.


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Slide 16

TelecomInnovators

Web SeminarSeries

Nex t Genera t ion Cont ac t

Cent er Chal l enges

Seamlessly combines human and informationresources

Incorporates web-based customer service

Multimedia contact management E-commerce ready

Works on either circuit-switched or IP

infrastructure


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Slide 17

TelecomInnovators

Web SeminarSeries

The Developer s Chal l enge :

So lu t i on Requ irem ent s

An application infrastructure that works acrossboth VoIP and existing TDM network

Seamless integration and consolidation of all

customer touch points, including IVR, contactcenter, predictive dialing, and voice messaging

Full-featured conferencing, echo cancellation,and barge-in for support of agent

monitoring/training and transaction logging


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Slide 18

TelecomInnovators

Web SeminarSeries

The Developer s Chal l enge :

So lu t i on Requ irem ent s

Scalable application model, allowingapplications to be built and easily support bothsmall and large configurations withoutsignificant changes

Hardware and operating system independence,making applications more portable, work withresource technologies from a variety of vendors

Native support for automated speechrecognition engines supplied by the recognizedleaders in the ASR industry


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Slide 19

TelecomInnovators

Web SeminarSeries

Work w i th anEx per ienc ed Par t ner -- NMS

Comprehensive product framework forvoice, data, and video services

Deploy rich applications everywhere

any market, any network, any transport Open interfaces, industry standards,

COTS, IT-certified

Delivered through world-class partnersand supply chain, backed by the bestdeveloper support


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TelecomInnovators

Web Sem inarSeries

The Connec t ed Cal l Cent er

Keith Womack

Product Manager

EPOS Corporation


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Slide 21

TelecomInnovators

Web SeminarSeriesAbout EPOS

Headquartered in Auburn, Alabama Locations in Georgia, California, Florida & Virginia

Founded in 1982

90 employees Over 3,000 installations worldwide

Focus markets: Higher Education, Human Resources, Utilities,

Government, & Order Entry-Fulfillment Nine (9) states rely on EPOS at some point in their call

centers


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Slide 22

TelecomInnovators

Web SeminarSeriesEPOS Produc t s

FirstLine Encore Speech-enabled IVR platform

Strong mainframe & database integration

ScriptExpress

Speech application development tool

Integrated application integration & debugger

Call Center Director

Bolt-on call center integration system

Provides call control and screen-pop to agentsdesktops


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Slide 23

TelecomInnovators

Web SeminarSeriesWhy Aut om at e Cal l Cent ers?

Customer (92% of customer interactions by phone1) Improved access to information

Reduced delays in retrieving information

Improved service

Agent Elimination of mundane tasks

More time to handle calls & meet objectives

Company Better service & access to consistent information

Manageable solution

Reduced turnover

Reduced costs (from $15 to $5.50 or less per call2)

1 Gartner, 2 Harris Interactive


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Slide 24

TelecomInnovators

Web SeminarSeries

The Role of IVR in t he

ConnectedCal l Cent er

Collect information Reduces toll on agents by collecting mundane

information

Call Routing IVR provides a method for determining needs of caller

to more efficiently route the caller

Reduce Costs

IVR is an efficient, cost-effective way to collect data Fulfill applicable requests

Some requests can be best handled by IVR


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Slide 25

TelecomInnovators

Web SeminarSeries

Leve ls o f Ca l l Cent er Aut om at ion

Screen pop to agent

Speech-enabled intelligentrouting

Intelligent call routing

Menu-driven routing

Simple queue-based routing

Abbreviated version


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Slide 26

TelecomInnovators

Web SeminarSeries

In t egrat ing t he Cal l Cent er

Telephony In t egra t ions

Call transfer to skills-based routing Switch integration

Call wait times

Queue management

Call control

Integration Standards CSTA (Computer-Supported Telephony Application)

TAPI (Telephony Application Programming Interface)

Vendor-specific protocols

Meridian Link, ASAI Link, etc.


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Slide 27

TelecomInnovators

Web SeminarSeries


Bac k -end Sys t em In t egra t ions

Retrieval of customer information Within the IVR system

For presentment to the agent

Skills-based routing Based on caller input

Based on information-on-file

Screen-pop to the Agents Desktop


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Slide 28

TelecomInnovators

Web SeminarSeries


Connec t ing t he Agent

Screen-pops benefit everyone Agent more efficient, better able to assist caller

Customer no need to repeat information

Company happier agents & customers, reduced calltimes, reduced wait times

What can be popped?

Caller information (based on input or ANI)

Subject information (based on DNIS or place in IVR) Any information provided by caller or that can be

determined about the caller


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Slide 29

TelecomInnovators

Web SeminarSeries

The Role of Speec h

Natural Language Speech Recognition (NLSR) haschanged the landscape of IVR deployments

Speaker verification provides a very secure method ofverifying a persons identity PINs can be lost or stolen

Benefits Higher quality image Easier to navigate Reduces call times More accepted by users

Remember some things still work better with DTMF PIN, ZIP Code, & some all numeric entries DTMF is faster to process, can be more accurate


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Slide 30

TelecomInnovators

Web SeminarSeriesWhy Part ner Wit h NMS?

Producing telephony hardware was painful Required us to project needs 12-18 months in the future

High inventory & personnel costs associated with inventoryproduction & storage

Difficult to support international expansion 2-3 developers devoted to hardware integration

Provides framework for integrating speech recognitionfrom multiple vendors

Allowed us to focus on our targets


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Slide 31

TelecomInnovators

Web SeminarSeries

Please take a moment now to

complete our short survey,while we start the Q & A


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Slide 32

TelecomInnovators

Web SeminarSeries

Thank You!


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Slide 33

TelecomInnovators

Web SeminarSeries

For m ore in form at ion

Contact NMS Norman Tyrrell + 508 271 1289

[email protected]

EPOS Keith Womack + 334 321 3767

[email protected]

February 4, 2004 Web Seminar Speech EnablingYour IVR Application with Scansoft

Register now at www.nmscommunications.com

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