24 April 2006Astound Technologies LLC1 Multi-Media, Voice and Data Integration to Dramatically Improve Agent Performance Astound Technologies LLC Empowering

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


Astound Technologies Resolves

Management Issues

• Cost Control

• Staffing Levels

• Staff Turnover

• Budget Constraints

• Return on Investment


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


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


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


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


Astound Technologies

• State of the Art Multi-Media Integration Expertise

• Compatibility with Your Technology: TDM, IP or Converged TDM/IP

• Performance Generating Integration Technology


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.


GPower Multi-Media Integration

GPower Ensures Faster

Contact Response

by the Agent


GPower Answering

• Caller Profile Delivered

• Relevant Information

• Outstanding History

• Current Status


Screen POP


GPower Screen Pop Features

– Your Application Screen

– Customer ID Verification

– Caller History– Current

Status


GPower Agent

• Dashboard/Softphone• Voice• Email• Chat


GPower Softphone

– Take Call– Make Call– Transfer/Conference– Toggle

– Reconnect

– Hold

– Drop


GPower Agent Performance

Actual vs. Expected Comparisons

Delivered to Agents

So They Can Monitor

Their Own Progress


GPower Agent ACD Statistics

ACD Statistics Window

Enables Agents to

Monitor Crucial ACD

Group Activity Levels


Caller History

• Instant Retrieval

• Wrap-up Follow up

• Never Lose a Call


GPower Call Routing

• Your Rules

• Last CSR Providing Service

• Outstanding Incidents

• Appropriate to Service Required


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


GPower Instantly Delivers

• Out of the Box Applications

• Multi-Media Blending

• Universal Queuing

• TDM, IP or TDM/IP Switching


Out of the Box Applications

• Microsoft Great Plains Interface

• Microsoft CRM Interface• FrontRange Heat Interface• FrontRange Goldmine

Interface• Trunk Side Recording• Line Side Recording


GPower Benefits

• Improves Problem Resolution

• Enhances Responsiveness

• Leverages Existing Resources

• Less Wasteful Downtime

• Lowers Operating Costs


More GPower Benefits

• Improved Customer Service Loyalty

• Greater Agent Satisfaction

• Increased Retention

• Reduced training expense

• Reduced hiring expense


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

[email protected]

www.AstoundTech.com

http://www.astoundtech.com/

Documents

24 April 2006Astound Technologies LLC1 Multi-Media, Voice and Data Integration to Dramatically Improve Agent Performance Astound Technologies LLC Empowering