Dial Interactive Overview Core Services Differentiation Consulting Approach and Project Examples Completed Projects In Progress Projects Uncovering Opportunities and Next Steps Discussion and Q & A Appendix A – Bio Examples, Education, Experience and Training Appendix B – Consulting Services Examples

1. Dial Interactive Overview
Donald Sutton
Office: (954) 816-1888
Email: dsutton@dialinteractive.com
www.dialinteractive.com
Confidential

2. Table of Contents
 Overview
 Core Services
 Differentiation
 Consulting Approach and Project Examples
- Completed Projects
- In Progress Projects
 Uncovering Opportunities and Next Steps
 Discussion and Q & A
 Appendix A – Bio Examples, Education, Experience and Training
 Appendix B – Consulting Services Examples
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3. Dial Interactive Overview
 Contact Center and Telephony Professional Services Firm
 20+ years Experience (Customer Service Operations, IVR Service Bureaus,
Contact Center Consulting and Telecommunications)
 Primary Locations are Florida, Kansas, Texas
 Conduct business with Indirect and Direct Channels for Clients with Multi-
Site, Multi-Vendor Environments
- Business Relationships with Enterprise Clients, Federal and State Government
- Business Partner Relationships
- Channel Relationships
 Enterprise Services Include Project-Based Solutions and Staff Augmentation
Services
 DI Founders - Managing Partners/Chief Solution Architects provide oversight
for every project
 TL 9000 (near certification)
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4. Dial Interactive Core Services
 Contact Center Consulting (improve efficiency and effectiveness)
- Assessments/Business Case Analysis
- Leadership Workshops/Strategy
- Technology RFP
- Quality Monitoring/Recording
- Workforce Management
- Custom Reporting
 Advanced Technology Deployments
- Architecture and Roadmap
- Cisco
- Genesys
- Avaya
- Others (Nortel, Siemens, etc.)
 Wrap Around Services (call flow design, development, configuration,
integration, disaster planning, testing)
- Database Services
- Application Development (IVR/CTI)
- Post Implementation
- Technical Support / Maintenance Agreements
- Performance Testing, Load/Stress Testing, Web Testing
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5. DI Differentiation
 Motivated to Win  Invest In Our People
- Below market rates - Hands on, hands on, hands on
- Flexible (fixed, T&M, block of hours, - Experience, education, training,
subscription, discount schedule) certifications (see Appendix A)
- End-to-end sales support (prospecting, - Testing, prototyping labs (see next slide)
brainstorming, pre-call planning, problem  Management Strength
diagnosis, weekly project reports, post - Business and technological expertise
sales support)
• Sales
- Mini Assessments (see information in • Consultants
Appendix B)
• Executives
 Control Overhead Costs • Accountants
- Virtual offices
• Engineers
- Lean travel budget
• Project Managers (PMI)
 Reputation as Experts
- Multi-industry • Technical Writers
- Serve leading networking and technology • Military Veterans (Network/IT)
partners  Emphasis on Quality
- Serve large, complex clients
- Consulting (pre-planning) provided as
- Demonstrated capabilities to increase
client revenues and reduce costs cost of sales – DI’s Skin In The Game
- Many years of implementations and - Executive support for all projects
integrations with various vendor solutions - Working toward TL 9000 Certification
Competitive pricing, reputation for trustworthiness and flexibility,
invest in training and quality!
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6. DI Differentiation – Lab Overview
1. Dell 2950 Server with 1TB of Raid 9. Virtual Server 8 – Cisco Outbound Option
Storage Dialer and PG
2. VMWare ESXi 4.0 virtual machine 10. Virtual Server 9 – Tools (CVP ops
environment console, support tools, etc)
3. Virtual Server 1 – Cisco Call Manager 11. Virtual Server 10 – Cisco CVP 7.0.2 Call
7.1.2 Server (SIP based)
4. Virtual Server 2 – Microsoft Domain 12. Virtual Server 11 – Cisco CVP VXML
Controller and DNS Server
5. Virtual Server 3 and 4 – Microsoft SQL 13. Virtual Client 1 – CVP Studio, CTIOS
Server environment for Genesys clients, etc.
Replication testing 14. Gateway 1 – Cisco gateway router (SIP,
6. Virtual Server 5 – Cisco UCCE 7.5.5 H.323), inbound/outbound PSTN
Router/Logger connectivity
7. Virtual Server 6 – Cisco UCCE Call 15. Remote Access router – 10MB
Manager PG, CVP PG, CTIOS connectivity for DI team access
8. Virtual Server 7 – Cisco Historical Data
Server and AW
Lab for proof of concept, evaluate products and support training and
project needs.
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7. Reference - Consulting Approach
 Business Strategy Linkage  Contact Drivers
◦ Vision, Mission, Competition ◦ Advertising
◦ Organizational Alignment ◦ Contact Types and Handling
◦ Location Analysis
◦ Tracking and Analysis
◦ Customer Satisfaction
◦ Planning and Projections
◦ Customer Segmentation and Value
◦ Business Case Analysis  Operations
 Human Resources ◦ Service Levels
◦ Recruitment, Hiring, Training ◦ Quality Measures
◦ Rewards and Recognition ◦ Methods and Procedures
◦ Coaching ◦ Costs / Value
◦ Compensation  Technology
 Call Management ◦ Network / VoIP
◦ Contact/Call Process, Flow, ◦ Hardware / Software
Access and Routing
◦ Multi-Channel Solutions
◦ Work Blending
◦ Staffing, Forecasting and  Information Management
Scheduling ◦ Customer Relationship Management
◦ Call Monitoring ◦ Contact Management
◦ Performance Measures ◦ Knowledge Management
◦ Performance Management
We provide vendor neutral analyses and look holistically across the interrelated
areas of the Contact Center.
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8. Completed Projects
 Load Testing - Production / pre-upgrade testing in preparation for the upcoming 2008
holiday season . Provided requirements, test plan, load/stress tests, evaluation, gap
analysis, recommendations for remediation; and assistance with remediation. Developed
custom reports to capture errors occurring within ICM which shows call type failures in
the WebView reports.
 Disaster Recovery Planning - To mitigate system failures that occurred during 2007
holiday season and to identify bottlenecks that caused holiday calling problems, revenue
impact and customer issues. Assessed the environment from a disaster recovery and
business impact perspective, developed and documented detailed DR plan and
recommendations for improving stability and resiliency.
 Technology Refresh - Conducted requirements and features/gap analysis for UCCX vs.
UCCE decision. Provided requirements gathering, design validation, migration strategy,
researched speech vendors with features and pricing, provided implementation plan,
assisted with A2Q, hardware/software validation and developed documentation for city-
wide UCCE system deployment.
 Migration and Custom Reporting - UCCE replacement of Rockwell, required similar
reports. Provided custom report development, debugging, detailed reporting
documentation and reporting knowledge transfer, assistance for analysis of Cisco UCCE,
ICM, CVP, CTI requirements and support for the UCCE, CVP deployment.
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9. Completed Projects
 ICM Call Flow - Brought in to assist with a Cisco CAP case. Reviewed current
configurations and design, provided script support, created and documented "end-to-
end" call flow solutions, provided design reviews and developed documentation with
design concerns and recommendations.
 Technology Refresh - Provided staff augmentation for CallManager and UCCE
upgrade project. Focused on CallManager configuration, upgrade of custom Java
code, correcting mis-configurations and installation assistance for CallManager and
UCCE deployment. Designed, developed and implemented IP IVR “One Question
Survey”.
 IP IVR Training - Provided training/mentoring to customer resources for internal
resources to be able to provide on-going IP IVR main menu redesign and
reengineering.
 IP Telephony Services - Provided staff augmentation for CallManager and ICM
project. Focused on CallManager configuration, correcting mis-configurations and ICM
scripting support.
 UCCE Deployment - UCCE upgrade from 6.0 to 7.2 for over 400 locations.
Developed requirements, designed and implemented Cisco Outbound Option, custom
CTI softphone, provided scripting support, developed custom lead management
database, assisted with Verint Quality Monitoring solution, provided custom reporting.
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10. In Progress Projects
 Performance and Load Testing - End-to-end call flow testing and load testing for key calling
programs in preparation for the upcoming 2009 holiday season. Performance Testing will be
provided prior to conducting the Load Testing in order to verify programs are working as
expected. Testing will include sending test calls (2 per hour for each of the 6 toll free
numbers, 24x7) and results in analysis of weekly outcomes, report development with review
of anomalies, remediation recommendations and fine-tuning prior to conducting Load Testing.
Load Testing is for large volumes of test calls to conduct pre-holiday planned outage
exercises to identify bottlenecks and recommend remediation in order avoid disasters that
have the potential to result in revenues and operational costs.
 UCCE Implementation and Support - Deployment design and configuration activities for
UCCE and CVP; application development, database design, install, deploy and test UCCE in
a Lab and in Production Pilot. CVP “Pay 1” (water) design, application development for
Production Pilot, assistance in call handling and routing, testing services and overall UCCE
testing support.
 SQL Server 2005 Database Services - Pre-implementation testing support with a 3rd party
testing solution (i.e. Hammer). Build base SQL databases in a replication environment so
Genesys can implement their software on top of the databases. Databases include 1)
configuration database, 2) log database and 3) routing database. Services also include post-
implementation database and SQL server testing.
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11. In Progress Projects
 SQL Database Services - Build a base SQL database in a replication environment so
Genesys can implement their software on top of the database; assist Partner and Genesys in
planning and preparing the SQL server database environment for the Genesys
implementation, server installation, server configuration, server testing.
 Telephone Audit and Testing Services - Inventory audit and quality assurance testing on
2,000 local/RCF phone numbers and 4000 calls for Sales and Services. Automated testing to
determine if RCF calls are being routed to the right place, verify if routing is working (does the
routing match the intended protocol), determine accuracy of yellow page advertising for RCF
phone numbers, analyze completed calls and provide test results. Manual testing to conduct
root cause analysis regarding, analyze results and provide test results.
 Telephony Architect Support - Services related to replacing current systems with Nortel
(TDM) and Avaya (IP). Document current environment, develop a dial plan, define a roadmap
linking disparate systems, develop a plan for Enterprise site-to-site dialing, voice mail solution
and voicemail broadcasting, identify solutions that provide Enterprise-wide call reporting and
provide a lifecycle/strategy and four roadmap (0-6 months, 7-24 months, 2012 – 2013).
Our services pay for themselves!
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12. Other Project Examples
Assessments & Designs Implementations
 Leadership Strategy Workshops  Complex Site Migrations and Upgrades
 Multi Location Assessment  Web Collaboration and Email Management
 Global Routing Assessment  Cisco Contact Center Express
 Technology Audits/Roadmap  Cisco Contact Center Enterprise
 Scripting Analysis  Avaya Contact Center (IC, Express)
 Workforce Management  Genesys Integrated Contact Services
 IVR Redesigns  Avaya and Siemens to ICM
 CTI/IVR ROI Assessments  Nortel Symposium to Avaya, Cisco
 Business Case/ROI Assessments  Custom Softphone (Avaya, Cisco, Genesys)
 Custom Reporting (Avaya, Cisco, Genesys)  IVR Self Service Applications
 Load/Stress Testing (IQS, Hammer/Empirix)  CTI Integration
 Application Performance Testing  Database Services (SQL, Oracle)
 Disaster Recovery Planning
We are trained across all major technologies.
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13. Potential Joint Opportunities
1. Clients in need of operational improvements
• Increase revenue and productivity
• Reduce turn over and cost
• Increase customer satisfaction and market share
2. Clients in need of technology migration plans, roadmaps, ROI
3. Clients with outbound dialers needing agent scripting solutions
4. Clients interested in implementing remote agent solutions
5. Clients interested in implementing quality monitoring/call
recording solution
6. Clients needing reporting assistance
7. Clients with IVR solutions (Agreement for Application Support,
T&M or annual block of hrs)
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14. Potential Joint Opportunities (cont.)
8. Clients with recent contact center implementations – Post
Implementation Support
9. Clients with contact center solutions proposed – sweeten the deal
• Pre-implementation – i.e. environment readiness services
• Post-implementation
• Two-week post implementation support
• T&M support
• Annual support (block of hours, 8X5, 24X7)
10.Staff augmentation needs
• Scripting
• Call flow tune-ups
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15. Next Steps
 Brainstorming Sessions
A. Determine partnership needs (i.e. qualification questions, pre-sales
support)
B. Address accounts with immediate needs (see previous two slides)
C. Prioritize opportunities and score them
1) N - needs
2) U - urgency
Score of 7 is bad,
3) C - cause score of 35 is great
4) L - loyalty
5) E - expectations
6) A - authority
7) R – resources
D. Participate in brainstorming sessions / workshops with clients to
uncover potential opportunities and new prospects (see step A-C)
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16. Discussion and Q & A
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17. Contact Information
Donald Sutton: Managing Partner/Chief Solution Architect
(954) 816-1888
dsutton@dialinteractive.com
Phil Grosdidier: Managing Partner/Chief Solution Architect
(913) 219-2997
pgrosdidier@dialinteractive.com
Confidential

18. Confidential

19. Appendix A
Bio Examples,
Education, Experience and Training
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20. Bio Examples
Chief Solution Architect - The Consultant is a contact center business, telecommunications and computer consultant with
over 20 years of experience. He has experience in advanced leadership, strategy, segmentation, voice and data networking,
VoIP, call center processes and technologies, self-service technologies, and overall telecommunications industry knowledge.
The Consultant leads complex IP projects for global companies. Projects range from business case development, strategy,
assessments/audits, call flow analyses, design, reporting, re-engineering, application development, implementations and
integrations for the full spectrum of contact center technologies as well as Messaging, Remote Agent, Voice Mail, WFM, etc.
Chief Solution Architect - The Consultant has 20 years of contact center experience in business, finance, technology and
computer consulting. He has a background in business, accounting, leadership, telecommunications, direct marketing, and
contact center/customer service centers.
The Consultant leads consulting engagements specializing in leadership workshops, business-case development, strategy,
and design; multi-location design, routing, voice response and quality monitoring applications, call flow analyses, application
development, technology implementations and integrations.
Senior Consultant - The Consultant has over 30 years of contact center and telecommunications experience and consults
with multi-location global clients across all industries with complex multi-vendor technology platforms.
The Consultant leads projects ranging from small to complex that includes providing strategic consulting, daily operational
improvement recommendations, operational analysis, best practices reviews, gap analysis, business continuity plans, staffing
recommendations, employee development, etc.
Senior Consultant - The Consultant is a change management and process expert with over 20 years of experience. He has
extensive strategic, operational, and consulting experiences.
The Consultant leads projects for Fortune 200 companies including strategic planning and technical and cultural
transformation using a multi-disciplinary set of skills that include people-related change management, process analysis and
management, communications, knowledge management, people-performance management, and program management.
Operations Consultant - The Consultant is an experienced call center operations manager with consulting, leadership,
analytical and project management experience. Skills include workflow audits, analyzing reporting needs, contact center
design and configuration, development of training materials, delivery of training, development of self-service applications,
vendor management and C + level client relationship management.
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21. Bio Examples (cont.)
Technical Architect / Engineer - The Consultant is an IT and business consultant with 20 years of experience. His
experience covers project management, VoIP, processes and technologies, multi-channel solutions, outbound dialers, CTI,
application development and implementation of self-service technologies, business case development and reporting.
The Consultant leads or supports projects that include application and database development, systems integration,
implementation, managing client/vendor relations, systems analysis, quality assurance and testing, training and
documentation, and systems deployment and auditing.
Technical Architect / Engineer - The Consultant is an IT consultant with over 20 years of experience in operations,
technology and training and over 11 years in designing, developing, testing and deploying IVR solutions. His experience
includes project management, design, scripting, development and integration of processes and technologies (IVR, Web, chat,
fax, inbound, outbound) quality monitoring, workforce management, reporting, voice and data networking, database
development and security.
The Consultant leads or supports projects covering all industries as a Technical Lead to provide scripting and configuration,
application development, systems integration, testing, knowledge transfer and training.
Technical Architect / Engineer - The Consultant has 17 years of experience in areas of project management, database
development, IP networking and multi-vendor technology and network implementations.
The Consultant leads projects that include technology migrations, implementation of technical improvements, upgrades,
consolidation, replacement of telephony systems and support software, troubleshooting, process reengineering, technical
documentation development, audits, business case development and reporting.
Technical Architect/Engineer/Analyst/Consultant - The Consultant has more than 15 years of experience with installations
of network solutions, ICM call routing solutions and integrating multi-vendor contact center platforms including PBX, ACD,
IVR, databases and CTI applications for enterprise, global clients.
The Consultant leads or supports projects that include requirements, implementation strategies, system configuration
activities, scripting, training and database and CTI integrations. The Consultant provides project management services,
network configuration design, advanced reporting, test plan development, testing of contingency routing plans, and tier two
maintenance support in areas of scripting, application and network configuration, monitoring, reporting and call routing.
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22. Education and Experience Examples
Business and Technical Consulting Education, Certification and Experience
BS Mechanical Engineer D Legend
Licensed Professional Engineer D D - Degree
CPA and Telecommunications Corporate Attorney D C - Certified
Foreign Languages German D M - Member
MBA in Management and Information Management D T- Training and OJT
B.S. Psychology Emphasis on Industrial Psychology/Organizational Behavior D
BBA in Accounting and Finance D
BSBA Marketing Management D
Institute for Advanced Professional Studies (IAPS) C
Information Systems and Management Trainer C
Project Management (PMI) C
Contact Center Auditor (Purdue University), Contact Center Performance Analyst C
Microsoft Database Administrator C
Telecommunications Systems and Management C
Quality Monitoring and Coaching T
Quality Training T
Caller Satisfaction Measurement, Caller Self-Service Workflow Auditing T
Contact Center Analytics and Custom Report Development T
Contact Center Operational Assessment, Benchmarking, Design and Implementation T
Foreign Services Professional Development in Information Management T
IVR / CTI Application Development T
Voice Networking, Advanced Routing, Local/Toll-Free, PSTN T
Global Contact Center Development/Implementation/Consolidation T
Data Networking, VoIP/SoIP T
Organizational, Advanced Leadership and Mgt, People Related Change Mgt. T
Technical Writer T
Test Cases and Test Plan Development and Management T
Process Improvement Analysis, Training and Coaching T
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23. Project Experience Examples
Consulting Services and Enterprise-Sized Client Project Examples
Business and Technology Assessment / Business Case and ROI 15+ Legend
Location Analysis (strategy, decision matrix, site selection, recommendations) 15+ Years of Experience
IVR Audit and Redesign 15+ 15+
Business Process Reengineering / Work and Contact Flow / Scripting Audits 15+ 10+
Multi-Location Customer Service Strategy (VoIP/SoIP Networking, Advanced Routing, Local/Toll- 15+
5+
Free, PSTN, Premise Equipment) (Domestic and Global)
RFP Development and Vendor Management 15+ 2+
Contact Center Standardization/Integration/Consolidation (Domestic and Global) 15+
Call Routing Solution Integration (Cisco, Avaya, Genesys, Nortel, Siemens) 15+
Call Routing and IVR Integration 15+
Custom Reporting 15+
IVR Application Development and Middleware Integration 15+
Security Audits (PBX, Voice Mail, IVR and Network Trunking) 15+
Business Continuity Review and Implementation 10+
Contact Center Implementations with WFM, QM, Wallboards, Outbound with IVR/Speech 10+
CTI Implementation/Deployment (implementing software, testing, training, documentation) 10+
Quality Monitoring Implementations (Envision, NICE, Verint/Witness) 10+
Cisco IPCC/UCCE Integration w/Outbound, Campaign, Scripting 2+
Cisco CVP Application Development and Implementation 2+
CTI Implementation (CTI OS, CAD) 2+
Web Collaboration and Email Management - Self-Service Channel Integration 2+
Process Improvement Analysis and implementation of tools, methods, policies, procedures, along 2+
with training of front-line management
Avaya Remote Agent Integrated with Cisco ICM 2+
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24. Cisco Specialization Examples
Cisco Technology Education, Certification and Experience
Cisco Consultant Liaison Program M Legend
Cisco Certified Voice Professional (CCVP) T D - Degree
Cisco Certified Design Associate (CCDA) T C - Certified
IP Communications Certification (SLSX) C M - Member
Cisco CTI Programming for Cisco ICM and Cisco IPCC/UCCE T T- Training and OJT
Cisco CVP Development and Implementation C
Cisco IP IVR Development and Implementation T
Cisco IPCC/UCCE Advanced Reporting T
Cisco IPCC/UCCE Enterprise Advanced Scripting T
Cisco Remote Agent T
Unified Contact Center Express T
Unified Contact Center Enterprise - Implementation C
Cisco CAD T
Cisco CallManager T
Cisco CTI OS T
Cisco ICM / IPCC/UCCE Project Engineering T
Cisco ICM Product Training T
Cisco ICM Project Management T
Cisco ICM Sys Admin. T
Cisco IPCC/UCCE Multi-Channel Integration T
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25. Technology Specialization Examples
Other Contact Center Technology Education, Certification and Experience
Avaya Consulting Relations Program M Legend
Nortel Global Consultant Liaison Program M D - Degree
Adtran Switch Technology C C - Certified
Hammer Test Systems / IQ Services Test System C M - Member
Novell Certified Administrator C T- Training and OJT
Database Applications (SQL Server and Oracle DBA) C
Genesys Contact Center Suite T
Avaya Contact Center Suite T
ACD (Aspect, Avaya, Nortel, Siemens, Aspect, Rockwell, NEC) T
Business Applications (Oracle, SAP, Siebel, Salesforce) T
Campaign Management/Agent Scripting (RiverStar, SimpliCTI) Integrated with Avaya, Cisco, T
Genesys, etc. (Domestic and Global)
Computer Languages (C, Java, SQL, UNIX, Visual Basic, VXML) T
Databases (Microsoft, SQL, Oracle, Sybase, UNIX, DB2, Informix) T
Reporting (Avaya, Cisco, Genesys, Nortel) T
CTI / Softphone (Avaya, Cisco, Genesys, Nortel) T
IVR (Aspect, Avaya, Genesys, IBM WebSphere/DirectTalk, Intervoice Brite/Edify, NICE, T
Nortel/Periphonics, Nuance/BeVocal, Syntellect)
Networking (WAN, LAN Principles and Isolation Techniques, TCP/IP Protocol, Network Routers, T
Switches, Network Management Systems, Desktop and Server Systems, ATM, ATM/LANE,
Gigbit Ethernet)
Outbound Dialer (Avaya, Cisco, Aspect, Mosaic) T
Email, Chat, Fax, Messaging (Avaya, Cisco, Genesys, Nortel) T
Quality Monitoring/Call Recording, Analytics (Aspect, Astericks, NICE, Verint/Witness) T
Remote Agent (Aspect, Avaya, Nortel) T
WFM (Aspect, Blue Pumpkin/Witness, NICE/IEX, Pipkins) T
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26. Appendix B
Consulting Service Examples
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27. Mini Assessment - Overview
 Off-site Preparation / Data Gathering (planning activities)
- Call with Partner and Account Team for customer and strategy review
- Call with client for introductions and project discussion
- Provide client with discovery questionnaire and contact center check list
• Call data
• Call flows diagrams
• Org charts
- Schedule interviews (sales/marketing/advertising, CFO, COO, CIO/IT, contact center
leadership focus group, agent focus group)
- Consolidate data received and hand off to project team
 On-site Review
- Kickoff meeting / Leadership Workshop
- Executive interviews (vision, pain points, project reviews)
- Side-by-side agent observations/call/contact monitoring
- Technology/data reviews
- Deliverable development of high-level PowerPoint presentation with high-level
business case information
- Project readout in ½ day meeting
Method to quickly identify improvement opportunities and/or cost
justify a solution.
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28. Mini Assessment – Sample Timeline
Pre-planning On-Site Review
Tasks Day 1 Day 2 Day 3 Day 4 Day 5 Day 1 Day 2 Day 3 Day 4 Day 5
Pre-planning
On-site Review
Kickoff meeting
Executive
meetings/interviews
Agent focus group
and Agent
observations
Contact monitoring
Technology and data
reviews
Deliverable
development
Project readout
Project Team (2 on-site resources):
- Managing Partner / Chief Solution Architect
- Contact Center Consultant / Architect
Fee (dependent on resource requirements, client location and advance notice for traveling
planning)
We don’t just tell customers how to implement improvements, we can
implement the changes for them.
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29. Planning Examples
Leadership Workshop includes assessing whether the contact center strategy is aligned with
organization’s overall corporate goals and helping client personnel “get on the same page”. The
workshop is conducted with the guidance of a Sr. Consultant who can assist with the creation of
a clear vision and roadmap. Each workshop is unique but may include topics such as how to
enhance revenues and/or cut costs through a multi-channel service strategy, outsource or in-
source, implement self-service solutions, change from a cost to a profit center, consolidate, etc.
Assessments are the starting point upon which recommendations are based. DI identifies
areas of strength that need to be leveraged and identifies pain points that need to be alleviated.
We take benchmarks, best practices and key assessment findings and tailor recommendations
to the unique needs, culture and environment of each client. Assessments may cover all areas
of the Contact Center or only one or two areas listed below:
- Operational (i.e. people, process, technology)
- Environment (i.e. location, design, centralization, decentralization)
- Organizational Design (i.e. workforce planning, command center, quality)
- IT Infrastructure (i.e. ACD, network, call routing, IVR/speech, CTI, CRM, inbound, outbound,
web/chat, fax, workforce management, quality monitoring/call recording, remote agent,
reporting, etc.)
- Security (i.e. PCI Compliance for Quality Recording, Sarbanes-Oxley Compliance,
Application Security, Internet Readiness, etc.)
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30. Planning Examples
Reporting and Analytics includes a review of current reports, data sources and reporting needs
across organizations. Contact centers generate huge volumes of data and transforming the
details into nuggets of information is frequently an ongoing challenge, often involving an army of
analysts collecting data from disparate systems. DI will work with contact center clients by
collecting relevant data so that it can be "mined" for strategic insights and develop or assist with
the development of operational reports, executive dashboards, scorecards, etc. DI services
include the design and development of Cisco IPCC/UCCE or ICM reports with WebView, Crystal,
InfoMaker reporting systems, Genesys Interaction Center reports with Genesys Info Mart as well
as AT&T BusinessDirect reports and general Crystal reports with any contact center solution.
Business Case Analysis and ROI is an invaluable asset when making a critical technology
decision. DI will analyze the costs and benefits associated with adding technology (i.e. CTI, IVR,
workforce management, quality management, performance management, outbound, remote agent,
etc.) to a contact center. DI will also develop the conceptual solution and design, with
options on how to implement a cost effective solution. The analysis will include a high-level
technology assessment, requirements gathering, interviews, time motions studies for agent
productivity improvements and other methods to identify actual business requirements. The
analysis concludes with specific recommendations backed by quantifiable results and cost
justification for securing budgetary approval for capital/operational investments. Fees for the ROI
Analysis typically pay for itself with added savings.
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31. Planning Examples
RFP Development and Vendor Management services include support or management of the
RFP process including initial conceptual design, vendor selection, decision matrix, price
comparisons, and other critical items. The process includes analysis, interviews, and other
methods to identify actual business requirements. Information acquired from the process will be
transformed into a comprehensive RFP. The RFP will be sent to vendors qualified to meet the
overall business requirements. DI will compile the RFP responses, populate a feature-weighted
grid by vendor and will participate in the final presentation made by the top vendors. As options,
DI will structure a contract that will reduce the risk of change orders that are always involved in a
capital expenditure project and will also work with staff through the implementation phase to
ensure that all the features and functions listed in the detailed RFP are installed correctly.
Environment Readiness services assess clients’ readiness to support emerging and/or different
technologies. DI will work with clients to ensure an understanding of the impact of change, both
positive and negative. Services include a readiness evaluation that covers organizational design,
preplanning, human resources/skills assessment, review of existing/require IT infrastructure,
architectural design, operational processes and procedures and security implications.
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32. Planning Examples
Performance Monitoring services includes auditing and monitoring the end-to-end availability and
performance of customers’ contact center voice processing systems, contact center services, toll
free, toll fee, local, remote call forwarding numbers and other telephone-related services. Monitoring
can be provided on as many numbers as is needed; and the frequency of test calls per hour is
specific to each customer’s needs.
Test calls are initiated through the PSTN, using customer systems just as regular callers do.
Greetings, prompts, response times and access to information is verified on every test call. Test call
inputs may be touch-tone, speech, or both. If a test call is not handled according to specifications,
the system immediately generates one or more notification messages to inform Dial Interactive of
the issue. Telephone and/or e-mail notification messages can also be directed to a help desk, an
individual, a voice mailbox or a pager. If the need arises to view completed test calls, review test call
flow documentation, turn notifications on or off or view various step response time charts, access to
a secure online monitoring site, is also available. Performance Monitoring is also available to test
Web systems.
Dial Interactive provides a weekly report with details of the test calls and error notifications. To
provide insight into the cause of errors, Dial Interactive makes complete digital audio recordings of
the test calls and provides .wav files of these recordings via e-mail, as well as online. With the
recordings, you can hear what happened and go quickly to the source of the issue.
Confidential

33. Planning Examples
Load / Stress Testing services include performing several iterations of contact center testing in order
to simulate peak historical traffic volumes plus some % of anticipated growth. Automated 3rd party tools
are used to emulate simultaneous callers dialing into a contact center. The load/stress testing includes
dialing numbers and entering information into IVR/CVP systems, listening to (and comprehending)
responses. During load/stress testing, the Dial Interactive team develops high-level views of end-to-end
(greetings, access to account information, call routing functions, screen pop functions, response times)
operation and performance of the call routing, IVR and screen pop solutions.
During load/stress testing there will be focus placed on varying traffic levels in order to verify responses,
measure response times and potentially capture other critical data on test calls. For example, the
testing session may be broken down into several intervals which may include:
 Session 1 test drive, not intended to run up to full capacity. The idea is to access, interact with and exercise the target
system. Issues will be noted and addressed prior to the next session.
 Session 2 get the system up to full load and hold for a period of time. Issues and problems will be noted, documented
and addressed prior to the next run.
 Session 3 get the system up to full load and hold for a period of time (assume one failure). Issues and problems will
be noted, documented and addressed prior to the final run.
 Session 4 run the testing again at full load and hold it for a period of time to validate the solution is problem free at full
capacity. Results will be documented in a report that will be included in the system acceptance package.
Testing concludes with an evaluation of findings, gap analysis and recommendations that include
quick hits, short-term and long-term recommendations.
Confidential

34. Technical Support Examples
Technical Support Services (Staff Augmentation):
Services are typically provided to support an existing complex contact center environment integrated
with multiple technologies provided by leading technology vendors (i.e. Aspect, Avaya, Genesys, IBM
WebSphere/DirectTalk, Intervoice Brite/Edify, NEC, NICE, Nortel/Periphonics, Nuance/BeVocal,
RiverStar, Rockwell, Siemens, Syntellect, Verint/Witness, etc.). Services may include:
 Program / project management  Reporting changes
 Outbound campaign/script development  Post-implementation support
 Engagement management  Troubleshooting
 Call routing scripting  Mentoring and end-user training
 Contract management  Error resolution
 IVR application / scripting change  Technical writing
 Accounting  Software updates, maintenance releases,
 Screen-pop changes  Research
 Legal review  Remote maintenance/support (help desk)
 Audit and Testing
Confidential

35. Design, Develop, Implement Examples
Process Redesign (re-engineering) includes global redesign services for clients with complex
contact center environments. Services include documentation of current end-to-end processes and
mapping those processes to identify potential failures at key points, incomplete processes, service
issues, handoffs, manual workaround points, escalation issues, touch points, screen navigation,
system access points, opportunities for self-service applications, etc.
It also includes redesigning processes for the desired end-state such as easy access to legacy
systems, eliminating duplicate handling, multiple handoffs, and redundant steps, identifying sales
opportunities, integration needs, etc. Processes in the review typically include:
 Business rules
 Process flows
 Multi-vendor, multi-channel contact flows
 Call routing scripting
Confidential

36. Design, Develop, Implement Examples
Scripting and Configuration services include review of requirements for network planning,
call routing, dialed numbers, load balancing, call/contact types, translation routes, self-
service, speech recognition, computer telephony, scripts, call flows, business logic, skill group
assignment, contact center design preparation, design modifications, scripting and
configuration. Activities include developing scripts, business rules, assigning queues, self-
service/speech call flow development, establishing skill groups, agents and extensions,
implementing computer telephony solutions / screen pop, developing test plans, cutover
planning and baseline testing.
Integration services include IVR, call routing, custom computer telephony (I.e. screen-pop,
Softphone), voice, web, email, chat and fax, workforce management, quality monitoring/recording,
outbound, remote agent, reader boards, reporting, Java, middleware, databases, Web and
desktop integration.
Confidential

37. Post Implementation Service Examples
Post Implementation Services are provided to help clients manage the difficult period of
adjustment after the implementation of a new solution. Services can be provided to augment
existing staff (Technical Support Services) or they can be provided as a Project Solution. Services
may include:
 Mentoring/training
 Scripting
 Technical writing
 Remote administration
 Application “tweaking”
 Remote support agreements (short-term or long-term, i.e. annual)
Confidential

38. Other Value Add Service Examples
Other Value-Add Services include People-related Change Management (training through
implementation), Process Analysis and Management (training through implementation),
Communications, Knowledge Management (assessment through implementation), Operations
(Customer Care), Human Resources, and Program Management. These services are based
on key relationships and partners with expertise and training in the following areas:
 Quality assessment
 Quality training
 Site selection (with real estate partner)
 Benchmarking
 Managing organization change, ODR inc. (Levels I, II, III and masters II, III)
 Process quality management and improvement methodology
 Knowledge management
 Top secret security clearance
Confidential