Syntellect Product Overview June 2009. Copyright© 2009 Syntellect Inc. All Rights Reserved Syntellect Overview Founded 1984 - $65M Revenues + 25 Straight

Syntellect Product OverviewJune 2009

Copyright© 2009 Syntellect Inc. All Rights Reserved

Syntellect OverviewFounded 1984 - $65M Revenues + 25 Straight Profitable QuartersDirect and Indirect routes to marketEMEA HQ – Fleet UK

Stockholm, Munich, Croatia, Singapore

North American HQ – Phoenix Chicago, Boston

315 Employees Worldwide and 100% In House Professional ServicesISO9001:2008 Series Quality System Accreditation24x7 Global Support Operation

Syntellect Inc & Ltd are divisions of Enghouse Systems Ltd- $160M Market Cap, $90M Cash, Zero Long Term Debt

Strategic Acquisitions- Teloquent (2003), Apropos (2005), Fluency (2008), Envox (2008), Trio (2009)


Syntellect Locations

Copyright© 2009 Syntellect Inc. All Rights Reserved 4

Launched first open standards IVR (Vista) to leverage Nuance speech engine for customers 1998

Deployed UK’s first transactional speech application at Virgin Media2003

Acquired Apropos to deliver a full contact centre value proposition2005

Delivered EMEA’s first NL Call Steering routing solution2005

Deployed first enterprise Biometric application Allstate Insurance ,followed by Swedish Banken 2003

Launched Voiyager – Worlds first 100% Error Free VXML Speech Applications2008

Evolution

Syntellect is one of Western Europe’s leadingSpeech and Contact Centre solutions providers Acquired Trio

Launched Syntellect voice recorder2009

Acquired Fluency and Envox Maintained Year over year profits2008


Experience and Domain Expertise ‘Our Customer Relationship Strategy is to gain a deep understanding of client

requirements and goals and deliver mutually beneficial and referenceable results’

Focused on Long Term Relationships > Syntellect has delivered Contact Centre solutions to both medium and large organisations for over two decades.

Syntellect’s organic growth, sustained profitability and acquisition strategy provides a solid solutions foundation for medium and enterprise class multi-site organisations.

Growth with ongoing investments in:-

Platform and Technologies Talent and Capabilities Sales and Marketing

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Syntellect – Value Proposition Foundations Solutions that are independent of any mixed PBX/IPPBX vendor

environment Avaya, Cisco, Mitel, Shoretel, Alcatel, Nortel, NEC and others

Modular deployments Speech self-service, Voice, Email Web, fax, task/workflow Several ‘packaged integrations’ into contact centre technologies eg IEX

Scaleable and Redundant Architecture Truly open standards based for Enterprise and Carrier markets Premise and Hosted offerings – using common platform

Common design, implementation and support model ISO 9001:2008 Quality Management System

Centralised administration and reporting End to end Management Information Proactive notification of application performance and business ROI


Everyday millions of people experience Syntellect Solutions

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When Communicating at

Work

When Calling Customer Service

When Calling Directory

Assistance

When Scheduling

Appointments

When Completing Transactions

When Providing Information

by Phone

We Automate and Personalise Customer InteractionsThrough Voice Self-Service and Contact Centre Solutions


Comments we frequently hear…Business & Commercial“I can’t cost justify replacing all my PBX’s to do an IP migration”“Can you do a rental package?”“Can I buy now expand later?”“I’d like the Project Billing Schedule to look like this”“Do you offer a risk and reward model?”“I want a fixed cost solution – can you do it?”

Agent & Operational“I’m sorry, you can’t call me directly”“It’s not on my system here,”“Hold on, I’ll put you through to someone else”“No, we don’t use email here for customers”“Who are you again?”“You have to do that online”

Technical & Planning“I want it premise based but with a fully managed service – is that OK”“We want to build it ourselves”“Who will do the integrations?”


Core Product Offerings Syntellect CIM Platform

Blending, routing and handling of calls, emails, web chat and workflows Will utilise SCP development environment

Syntellect Communications Portal SCP Flagship Enterprise and Carrier Class platform for self-service

Voiyager© Dynamic IVR application testing Unique and Patented tools which ensures 100% quality attainment of VXML

applications

CT Connect Standards based CTI application Core to our PBX independence positioning

Phonelink Adding CTI capability for hosted CRM systems


Other Products Synthesis – PS Engagement to audit contact centre and create

action plan Voiyager©

Dynamic IVR application testing Unique and patented tool which ensures 100% quality attainment of VXML

applications

Syntellect Survey Taker – SCP based VXML survey tool Survey Manager – CIM based survey tool Speech Enabled Auto-Attendant Predictive Outbound Dialler Quality Monitoring – CallCopy Phonelink

Adding CTI capability for CRM Salesforce and Siebel 8 connectors


Experience and Domain Expertise A UK based Professional Services Team delivering

Self-Service and Contact Centre Audits Premise Based and Hosted Consulting Requirements Capture

Operational Objectives Technical Interfaces – Telephony, SIP, CTI, Business Application Integration, Legacy and Web Interface

definition

Voice User Interface Design including Persona Workshops & Usability Analysis

Dialogue Design Grammar Creation System Functional Specification Application Development on Syntellect Communications Portal, Avaya,

Nortel and Cisco Customer Information Systems Integration Business Level Management Information Speech Application Tuning

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Syntellect UK – Speech Deployment Model

SCP – CPE & HostedSOW > Technical Consultant & Sales Rep

Contracts & Purchase Order (Sales and Legal Counsel)

PM AssignedKick-Off > Requirements Capture – TC

VUI > Persona, Usability, WOZ – Speech ConsultantDialogue Design > VUI TeamSystem Requirements Specification > TCTest Plan > TC

Application Creation > SCP Application DeveloperPlatform installation/telephony/CTI > Systems EngineerSystems Acceptance Testing > Customer and TC

Go LiveTuning > TC/Speech Consultant/Application Developer


Syntellect UK – CIM Deployment Model

CIMSOW and Business Analysis > Pre-sales Technical Consultant & Sales Contracts & Purchase Order (Sales and Legal Counsel)

PM Assigned

Kick-Off > Requirements Capture – TCSystem Requirements Specification (voice/email and web script flows) > TCTest Plan > TC

Application Creation and Integration > TCL Application DeveloperPlatform installation/telephony/CTI > Systems EngineerSystems Acceptance Testing > Customer and TC

Go Live


CIM CIM/SCP SCP

Customer ‘Identification

and Verification’

drives effective CIM

http://www.businessobjects.com/

Customer Interaction Management


Customer Interaction Management

• IP / TDM PBX Support

• Speech-enabled self-service voice

portal

• Unified multi-channel interaction

management

• Intelligent routing

• Powerful agent interface

• Complete, searchable customer

interaction history

• Comprehensive management tools

• Business driven reporting

Call Recording

Quality Monitoring

Workforce M

anagement

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• Blended Inbound and Outbound Voice– Scheduled Call Back– Agent Initiated– Abandoned Call Back

• Integrated Call Recording

and Screen Capture

• CTI – Data Pop / Screen

Pop using standard tools

• Voicemail for queues

Voice


• Intelligent Management and Distribution

• Attachment Analysisand Routing

• AutomaticAcknowledgment& Response

• Suggested Responsesand KB integration

• Supporting SLAAdherence

Email


Web

• Integrates into existing Corporatewebsite(s)

• Web Chat– URL page push

• Web Call-back– On-demand– Scheduled


Fax and Whitemail• Routes inbound faxes with DDI

to specific skill-sets/groups

• Fax/Whitemail image delivered asE-mail contactattachment

• Centralised Fax/Whitemailservices with IVault integration

• Desktop client for outbound faxes


• Launch External Applications and Workflow tools

• Track secondary task visibility in the Interaction Queue

• Employ CIM Real-time & Historical Reporting Features for Off-Line Interactions

• Apply Escalation Rules to Off-Line Tasks

Task / Workflow Items


Agent Desktop Application

• Windows-based desktop application• Tiered Configuration controls

– Agent, Supervisor & Administrator views• Media-handlers

available for eachinteraction type

• APIs forintegration


Resource Manager Application

• Toolbar based Real-time Supervisory tool• Tiered and Partitioned for solution-wide control• On-the-fly

ResourceManagement

• Supervisoryalarms


Configuration Manager


Management &Reporting

• Reporting– Real-time views– Historical trends– Call recording– Interaction history

• Tools– Drag & Drop Call Routing

• Administration– Local & remote system

management– Call categories– Users


Interaction Vault (IVault)

• Web-based search tool for interaction content

• All media channels• ‘Cradle-to-Grave’ Interaction history• Fully integrated in the CIM Call Recorder

• Searchable acrossCIM & Customerdata


Syntellect Survey Manager

• Allows administrators to quickly and easily incorporate surveys into multi-channel contact centres

– Fully integrated into

CIM– Create, administer,

and deploy surveys in a few easy steps

– Define actions based on results


Survey Questions


Monitor Results

Syntellect Call Recorder



• Tightly Integrated with CIM– Agent Synchronisation with CIM – CIM Interaction Properties

tagged to the callrecording

– Retrieve recordingsfrom IVault



• Features– Voice and Screen Recording– Create and Manage

Quality AssuranceScore Cards

– Aids PCI Compliance– Supports VoIP and

TDM Environments– Provides Flexible

Recording Criteria

Outbound Communicator


Syntellect Outbound Communicator

• Higher contact centre efficiency and profitability

• Automation of outbound campaigns• Efficient call blending • Maximise utilisation of contact centre

agents via true call blending

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Syntellect Outbound Communicator

Initial Feature Support– Call Blending – Predictive Dialing– Automatic time-zone recognition– Live Voice Detection– Variable call pacing controls– Database screen pops– Call list import– Call list exclusion and filters

management– Call Centre integration– Agent call-back scheduling– Skills based routing

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Multi-Node Deployment


Syntellect in the Enterprise

WAN

TCP/IP over Ethernet

Telephony

ExternalDatabase

Agent

InteractionManager

VoiceServer

PSTN

CIM DB

SupervisorWeb

serverEmailserver

DBServer

CTI Link

Voice Server


Agent

Telephony

PSTN

Supervisor

DBCTI Link


Agent

PSTN

Supervisor

DB

CTI Link

HeadquartersRemote Agent

PSTNThe Multi-Site Virtual Contact CentreDistributed Environment: Multiple Options for Maximum Resilience &Minimal TrafficUtilising existing LAN infrastructure

Utilising existing WAN infrastructure


Single-Node Architecture

WAN


Telephony

ExternalDatabase

Agent

InteractionManager

VoiceServer

PSTN

CIM DB

SupervisorWeb

serverEmailserver

DBServer

CTI Link

Voice Server


Agent

Telephony

PSTN

Supervisor

DB

CTI Link TCP/IP over Ethernet

Agent

PSTN

Supervisor

DB

CTI Link


PSTN

Primary Node is located at Headquarters

Secondary Sites log to Headquarter Node

Calls can arrive at all sites with Voice Servers

Robustness relies heavily on existing WAN infrastructure


Multi-Node Architecture

WAN


Telephony

ExternalDatabase

Agent

InteractionManager

VoiceServer

PSTN

CIMDB

SupervisorWeb

serverEmailserver

DBServer

CTI Link

Voice Server


Agent

Telephony

PSTN

Supervisor

DB

CTI Link TCP/IP over Ethernet

Agent

PSTN

Supervisor

DB

CTI Link


PSTN

InteractionManager

Additional Peer Interaction Managers at Primary NodesSecondary Sites can log to Primary Sites

Primary Sites function as Islands during WAN failure

No Single Point of Failure

Resilient CIM System Architecture


High Level Architecture

VoiceServer(s)

Database Server

Switch Link

Voice Ports

Interaction Manager

Link Agent Link Agent


In the event of…CTI Link Outage

VoiceServer(s)

Database Server

Switch Link

Voice Ports

Standard Agent Standard Agent

• Agents automatically become “Standard Agents” (no softphone)

Interaction Manager


VoiceServer(s)

Database Server

Switch Link

Voice Ports


• Agents automatically revert back to “Link Agents” (full softphone)

Interaction Manager

CTI Link - Outage Recovery


Voice Server or Port FailureIP-based - voice server farm

“N+1” VoiceServer(s)

Database Server

Switch Link

Voice Ports


• PBX is configured to failover calls to alternative ports/server

• Seamless operation from customer and centre perspective

Interaction Manager


Agent Agent

VoiceServer(s)

Database Server

Switch Link

Voice Ports

• Syntellect CIM system continues to operate without a database

• Transactions written to log files

Interaction Manager

Database Server – Managing Outage


Agent Agent

VoiceServer(s)

Database Server

Switch Link

Voice Ports

• Logs automatically written back into database (as CPU permits)

• NIL service interruption

Interaction Manager

Database Server – Outage Recovery


Agent Agent

VoiceServer(s)

Database Server

Switch Link

Voice Ports

Secondary Node:• Scripted failover to alternate server• Clients and Servers reconnect to new Interaction Manager

• Interactions survive the transition

Interaction Manager

Interaction Manager

Primary Server - Outage


Agent Agent

VoiceServer(s)

Database Server

Switch Link

Voice Ports

Secondary Node Recovery:• Manual or automated recovery to primary Interaction Manager

• No loss or interruption in interaction history

Interaction Manager

Primary Server – Outage Recovery

Handling Network Failures


Agent

Voice/IntServer(s)

Switch Link

Voice Ports

Database Server

Interaction Manager

Agent

Voice/IntServer(s)

Switch Link

Voice Ports

WAN

Multi-Site Fault-Tolerance – WAN Failure

Interaction Manager

Database Server

Premier Bill Evans 0:00:55 New Issue

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Premier Harvey Johnson 0:27:20 New Issue













True Virtual Queuing across sites

SITE A

SITE B


Agent

Voice/IntServer(s)

Switch Link

Voice Ports

Database Server

Agent

Voice/IntServer(s)

Switch Link

Voice Ports

WAN

Database Server

WAN

WAN Hiccup (very brief) Failure:• Brief loss of inter-site comm.

• No effect on operation


























Interaction Manager

Interaction Manager


WAN

Agent

Voice/IntServer(s)

Switch Link

Voice Ports

Database Server

Agent

Voice/IntServer(s)

Switch Link

Voice Ports

Enterprise

Database Server

Lengthy WAN Failure:• Sites are isolated, and can become “islands”













SITE A

SITE B


Interaction Manager

Interaction Manager


Agent

Voice/IntServer(s)

Switch Link

Voice Ports

Database Server

Agent

Voice/IntServer(s)

Switch Link

Voice Ports

WAN

Enterprise

Database Server

WAN Recovery:• Sites are automatically reconnected

• Complete virtual queuing & data is restored


























WAN

Interaction Manager

Interaction Manager


The Syntellect Advantage Full Service Solution Provider

• Application discovery

• System architecture design

• Project management

• Systems integration

• Speech services consulting

• System implementation

• System lifecycle testing

• Business continuity planning

• Technical support

• Managed services

• Maintenance

• Education & training

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www.syntellect.com

Documents

Syntellect Product Overview June 2009. Copyright© 2009 Syntellect Inc. All Rights Reserved Syntellect Overview Founded 1984 - $65M Revenues + 25 Straight