Voxtron Communication Center Product Presentation

1. Voxtron Communication CenterProduct Presentation Voxtron Communication Center Launch Vienna, 30.09.2010

2. Content If you want to go to a specific section, click the corresponding button. Introduction 1. Architecture 7. Redundancy 2. Installation Center 8. Users 3. Client Software 9. Integrations 4. Core modules 10. Editions 5. Operational modules 11. Requirements 6. Audit Trail and Installation Monitoring 12. Upgrade paths Summary Voxtron Communication Center

3. About Voxtron • Voxtron (1994) is an international company, headquartered in Belgium and having sales offices in Belgium, Germany, Italy, Portugal, Turkey, Tunisia, UAE and Thailand. • Voxtron delivers state-of-the-art Customer Interaction Solutionsfor enterprises. • Voxtron offers a cost-efficient answer to your communication challenges! Voxtron Communication Center

4. Customer Interaction Solutions Branch office Y Branch office X Corporate Headquarters Dept A Dept B Home Worker X Voxtron Communication Center Interaction types: call, email, web chat, fax Customer Voxtron Communication Center

5. What is Voxtron Communication Center? • Voxtron Communication Center is the new Multimedia Customer Interaction Solution of Voxtron • Thanks to its unique architecture, it addresses the needs for both the Enterprise market and the market for Small to Medium sized Businesses (SMB) • Voxtron Communication Center offers a straightforward administration and configuration and yet is able to answer (very) complex installation demands • It supports innovative license and pricing models Voxtron Communication Center

6. What is Voxtron Communication Center? • Voxtron Communication Center • is customer interaction software that runs on top of any (existing) communication environment • sends contacts (calls, emails, faxes, web chats) to appropriate persons within the organization • distinguishes between direct (personal) communication and routed (to a pool of employees) communication • assignment strategy is based on Skill-Based Routing (SBR) • is based on the Universal Queue (UQ) principle • provides Business Intelligence (BI) information • CTI function improves employee efficiency • offers powerful Software Development Kits (SDK) for integration within the existing IT infrastructure Voxtron Communication Center

7. Direct versus routed communication • Voxtron Communication Center distinguishes between direct and routed communication • Direct (personal/private) communication: • Refers to contacts (calls, emails, faxes) that the initiator sends to a specific person within the organization by • dialing a DDI (direct dial-in) for making a call or sending a fax • sending a message to a personal email account • Routed communication: • Refers to contacts (calls, emails, faxes, web chat) that the initiator sends to an organization, not knowing (and caring) who treats the request by • dialing a general number for making a call or sending a fax • sending a message to a general email account • entering a web chat session via the corporate web site Voxtron Communication Center

8. Architecture Voxtron Communication Center

9. Voxtron Communication Center operational modules • Each module can be installed multiple times (multiple instances) • Modules can be installed on different servers Contact center (routing) IVR ... Dashboard CC IVR ... Dash board Datastore • Voxtron Communication Center core modules • Each module must be installed only one time (one instance) • Modules can be installed on different servers Webcenter Licensing • Built on Windows 2008 (R2) and SQL Server 2008 (R2) • 32 and 64 bit • Virtual environments Voxtron Communication Center

10. Module overview Core modules • Datastore • Webcenter • Licensing Operational modules • Contact center (routing) • CTI • IVR (calls and faxes) • Web Chat • Email routing • Dashboard • Reporting • Recording Voxtron Communication Center

11. Module basics • All modules connecting to the same Datastore make one Voxtron Communication Center installation • Core modules are installed exactly one time • Operational modules can be installed zero, one or multiple times (instances) • All modules can be installed on different servers (~scalability) Voxtron Communication Center

12. Architecture Example A Voxtron Communication Center

13. BU “Sales” BU “Support” CTI IVR Web chat Dashboard CC CC Datastore Webcenter Licensing Voxtron Communication Center

14. Architecture Example B A new business unit is added; An extra server is made operational Voxtron Communication Center

15. BU “Finance” BU “Sales” BU “Support” IVR CTI IVR Web chat Web chat Dashboard CC CC CC Datastore Webcenter Licensing Voxtron Communication Center

16. INSTAllation center Voxtron Communication Center

17. Installation Center • Utility to manage different instances of different modules on different servers • Exceptional ease of use • Installation via the Internet or from a DVD • Automated check for (module) dependencies reduces the number of potential mistakes • Retrieves and uses the information from the datastore to guide other module installations Voxtron Communication Center

18. Demonstration 1: installing the core • Deploying from the Internet • The Installation Center • Installation of the Voxtron Communication Center core modules Datastore Webcenter Licensing Voxtron Communication Center

19. Demonstration 2: installing an operational module BU “Sales” CC Datastore Webcenter Licensing Voxtron Communication Center

20. Demonstration 3: scalability BU “Sales” BU “Finance” CC CC Datastore Webcenter Licensing Voxtron Communication Center

21. Client software Voxtron Communication Center

22. One client for the agent and the backoffice worker • Only one: “Voxtron Client” • Provides CTI functionality • Provides fax printer driver for outgoing faxes • Adds agent functionality in the contact center • Easy integration with your business applications • Local installation or distribution of MSI via Group Policy Objects • Partial installations possible (e.g. no fax driver) Voxtron Communication Center

23. Voxtron Communication Center

24. Demonstration 4: Client software installation BU “Sales” CC Datastore Webcenter Licensing Voxtron Communication Center

25. Auto updates • Voxtron client software is updated automatically • User gets notification of availability of new version • User can postpone update • For installations with limited number of Voxtron Clients only (otherwise use GPO) Voxtron Communication Center

26. CC CTI Email Web Chat IVR Reporting Dashboard Recording Datastore Webcenter Licensing Core MODULEs Voxtron Communication Center

27. Datastore • Gathers and holds following data: • Configuration information • Administration information • Operational data • Information that is temporary stored in the database by certain instances • Dashboard data • Real time information that is provided through the Dashboard data service to the different Dashboard instances • Statistical data • Pre-processed historical information that is used in reports • Audit Trail data • Information on which settings were changed by whom • Recordings Voxtron Communication Center

28. Datastore Administration data Configuration data Operational data Dashboard data Audit Trail data Recordings Copy of: Administration data Configuration data Historical data Warehouse DB IVR Dashboard Reports CC CTI Voxtron Communication Center

29. Web Center • Centralised configuration and administration • Adaptive: new modules/instances become available in the website as they are added to the installation • 2 types of users: • Super administrator • A System administrator with all rights • Cannot be deleted • System administrator • Defined by the super administrator • Has access to the Administration and the Configuration of one or more instances Voxtron Communication Center

30. Web Center • Centralised configuration and administration • Adaptive: new modules/instances become available in the website as they are added to the installation Voxtron Communication Center

31. Web Center Voxtron Communication Center

32. Demonstration 5: Web Center & User roles Voxtron Communication Center

33. License module • Centralized license management • Support for: • Incremental licenses • Peak licenses • Virtual environments • License file backup on the Voxtron ordering site • USB dongle is the key, the license files holds the purchased modules and interactions • Trouble-free ordering without activation • Server hardware independent (e.g. HDD replacement, network adapter, …) • Easy to move to another server • System and network time clock independent Voxtron Communication Center

34. License module Order website License file License file IVR License module administration CC Data store CTI License server Voxtron Communication Center

35. License schemes • Interaction Log-in Unit (ILU) • Degressive price scheme • Double degressive for Interaction Log-in Unit (2nd, 3rd, ... interaction for same agent is lower in price) promoting multimedia users • Supports peak licenses • Routed Multimedia Contacts (RMC) • Initial investment for basic infrastructure • Degressive price scheme for Routed Multimedia Contact (inbound calls, faxes, emails, web chat sessions) Voxtron Communication Center

36. CC CTI Email Web Chat IVR Reporting Dashboard Recording Datastore Webcenter Licensing OPERATIONAL MODULEs Voxtron Communication Center

37. Contact Center (CC) module • Voxtron Communication Center’s CC module is based on Skill Based Routing (SBR) • In a SBR solution, the Administrator assigns skills (e.g. product knowledge, language,…) to each agent. He indicates to which extent this user possesses these skills (%) • Upon arrival, each new contact gets skills assigned. Potential ways for acquiring contact skills: • Info from the PSTN network: • Dialed number (can be linked to a specific service) • Database retrieval of info based on Calling Number Identification (CNID, also known as CLIP) • Data gathering via the Self Service application (Interactive Voice Response – IVR) • SBR searches for the best suitable user to serve a certain contact with its attached skills Voxtron Communication Center

38. Universal Queue • Voxtron Communication Center performs SBR based on the Universal Queue (UQ) principle • This means that all contacts (incoming calls, faxes, emails, web chat sessions) are sent to this UQ • When an agent becomes available, the system calculates the score matrix as shown in following slide • The contact with the highest score is transferred to the available agent • The complex algorithm takes into account skills but also: • Time: a contact gets more important the longer it is in the UQ • Agent: contacts can be assigned to an agent when • this agent had no contacts for a long time • this agent has the smallest load • this agent handled a previous contact of the same customer Voxtron Communication Center

39. Universal Queue (UQ) Free Agents Agent Agent Agent Agent Agent Agent Agent Queued Contacts Call Score Score Score Score Score Score Score Call Score Score High Score Score Score Score Score Web chat Score Score Score Score Score Score Score Fax Score Score Score Score Score Score Score Fax Score Score Score Score Score Score Score Email Score Score Score Score Score Score Score Voxtron Communication Center

40. IVR module • Voxtron Communication Center contains a powerful, multilingual IVR (Interactive Voice Response) • IVR is typically used to identify and segment callers (i.e. assign skills) • By extension it is also used • to resolve caller’s queries without transferring to an agent • to register call back requests from people who don’t want to continue to wait for a free agent • to link to customer data • to send and receive faxes • to store and retrieve voice messages (voice mail) • for conferencing • Supports telephone touchtone keypad input and speech recognition • Responds with pre-recorded or dynamically generated (TTS) audio Voxtron Communication Center

41. IVR module • Intelligent Graphical User Interface (GUI) • Limited set of powerful building blocks • No programming skills required Voxtron Communication Center

42. Faxes • With Voxtron Communication Center one can • Receive direct (personal) and routed faxes • Send private faxes and ‘contact center’ faxes • Add one of the many (customizable) cover sheets • Look for archived faxes in the Fax Center • Delivery of faxes to the user can happen in two ways: • Within the client interface (immediate view) • As an attachment to an email message • A user can send faxes from any Windows application that supports the “Print” function • Voxtron Communication Center sends status delivery reports to the user Voxtron Communication Center

43. Fax cover sheet • System administrator can define one or more fax cover sheets per CC instance, using an editing toolbox • Cover sheet consists of following parts: • Images (e.g. company logo) • Text fields • Parameter fields • Automatic parameters (e.g. date, time, number of pages, ...) • Custome parameters • E.g. short description, sender name • The fax printer wizard will ask a value for each of these custome parameters Voxtron Communication Center

44. Fax cover sheet Voxtron Communication Center

45. Send fax Voxtron Communication Center

46. Receive fax Voxtron Communication Center

47. Fax Center Voxtron Communication Center

48. Web chat • Voxtron Communication Center allows users to communicate with agents in real time using just a web browser • No need for 3rd party IM application • Instant accessability • Free of charge for the user • Components for building it into the company’s web site available in both ASP.NET and PHP Voxtron Communication Center

49. Web chat – example customer interface Voxtron Communication Center

50. Web chat – agent interface Voxtron Communication Center