1. Interaction Dialer™ Innovation in Outbound Campaign Management

2. Who uses a Dialer & Why?

3. Who uses a dialer?

4. Interaction Dialer is used to… Increase revenue Decreaselabor costs Increase customer service capabilities Increase contactcoverage Optimize calling order Record results consistently Manage callbacks effectively Manage inbound and outbound traffic at the same time Why is an automated dialer used?

5. What Interaction Dialer™ can do for you

6. Without Dialer: Manual Dialing Dial & Listen Agent with Contact List AnsweringMachine40% - 40 sec. No Answer25% - 25 sec. SIT 10% - 20 sec. Busy5% - 5 sec. Live Person20% Wrong Person60% - 60 sec. Update Record Right Person 40% - 120 sec.

7. Agent Productivity: Manual Dialing 15-20 min 40-45 minutes >>> Agent spends majority of time on non-productive tasks

8. Call List Interaction Dialer Dial & Analyze No Answer, SIT, Busy, Machine80% Connection 20% Update Record Wrong Person60% - 60 sec. Live Person 90% Agent with Contact Script Update Record AnsweringMachine10% - 10 sec. Right Person 40% - 120 sec. With Dialer: Automated Dialing X Agent with Contact List Dial & Listen AnsweringMachine40% - 40 sec. No Answer25% - 25 sec. SIT 10% - 20 sec. Busy5% - 5 sec. Live Person20% Wrong Person60% - 60 sec. Update Record Right Person 40% - 120 sec.

9. Agent Productivity: Automated Dialing 5-10 min 50-55 minutes >>> Agent spends majority of time talking with customers

10. Interaction Dialer™ What is it?

11. What is Interaction Dialer™ Outbound Campaign Management built on an all-in-one, multi-channel communications software solution

12. Fax WFM Recorder Dialer VM PBX IVR ACD Single Vendor No Integration Issues and Costs Single Point of Administration Faster Deployment Add Functionality as Needed Less complexity Lower costs Innovative Single Platform Proprietary vendors $ PBX ACD IVR VM Dialer Recorder WFM FAX

13. A module built as part of a unified communications software suite (ICP) – recording, inbound ACD, WFM, etc. Fully TDM, fully SIP, or hybrid but with seamless migration path and investment protection Single source of administration and support Comparatively, provides a lower total cost of ownership than other dialer solutions Aspect (Davox, Melita), Avaya, SER Multi-box, multi-vendor approach sold as part of a product portfolio Multiple points of admin Multiple OS Multiple Technologies Point solutions with integration costs to third-party products Interaction Dialer: Differentiators Competitors Interaction Dialer

14. Interaction Dialer™ Features

15. Multiple Dialing Modes Preview, Power, Predictive, Precise, Agentless Scripting options From simple forms to WYSIWYG editing to COM API integration Powerful ACD Inherent blending Skills-based Dialing Regulation Adherence Telemarketing sales rules – abandons Safe harbor call logging Support of caller ID List Management Import Wizard Sorting, filtering DNC Scrubbing – before and in real-time Time Zone Mapping Exclusion Wizard Campaign Management Contact Policies Rules Staging Alerts Real-time Supervisory Monitoring Interaction Dialer: Main Features

16. Multiple Dialing Modes Most Aggressive Least Aggressive

17. Interaction Dialer Scripting Options

18. Powerful ACD: Blending ACD Universal ACD for all media handling Inbound Outbound Inherently blends as needed Watches inbound traffic Ramps up outbound when inbound activity drops

19. Powerful ACD: Skills-based Dialing General Concept: Identify available agents and their skills Identify matching contacts from contact list with skills of available agents before dialing Uses Combining campaigns State-based licensing Language requirements Selling/collections specialties Contact optimization Agent Pool Contact List

20. Interaction Dialer: Regulatory Compliance FTC Telemarketing Sales Rule (TSR) Abandoned Call Safe Harbor 3% or fewer of calls abandoned Allow phone to ring 15 seconds / 4 rings Play recorded message if no agent available Maintain records documenting adherence Do-Not-Call (DNC) National/State DNC – Best practice: 3rd party DNC, EBR services Site/vendor-specific – Manage on-the-fly Caller ID – per campaign or per call Phone Number and Name Options designed to work w/ other regulatory needs (e.g. collections) and other countries’ regulations Interaction Recorder™ integrates tightly into CIC and Dialer

21. Contact Import Wizard Create new call lists Import contacts into existing call lists Import schedule calls to contacts Be launched stand-alone or from Interaction Administrator Contact list creation and contact import from popular data sources Microsoft SQL Server Oracle Microsoft Access Microsoft Excel CSV text files Contact Import

22. Web service-based integration to DNC.comfor just-in-time scrubbing(bulk of #s removed pre-load scrub) DNC.com provides free setup andconsultation for ININ customers Option to integrate with customer-managed DNC lists Just-in-time DNC Scrubbing Pre-loadScrub Load Listinto Dialer Just-in-timeScrub Dial PhoneNumber 3rd-party DNC (DNC.com) or internal DNC lists

23. Map phone number to appropriate time zone automatically 7 data sets/vendors + generic ININ open format supported Telcordia Maponics Quentin Sager area-codes.com others Mapping occursautomatically in real-time per configuration Built-in Time Zone Mapping

24. Contact Exclusion Wizard can… Exclude 1 or many contacts Look across multiple active/inactive campaign call lists Update call list and Dialer’s next-to-be-dialed cache Be launched stand-alone or from Interaction Administrator Excluded contacts are marked with aStatus = “E” in call list Call List Management API used by both Wizards can be used to programmatically do some/all of what Wizards do Contact Exclusion

25. Contact Policies & Rules

26. Staging & Alerts

27. Seven real-time views Agent Detail & Overview Finish Code Overview Graph – 6 data sources Stage Overview Workflow Detail & Overview Workflow and Campaign Operations Recycle Restart Pause Stop Interaction Supervisor

28. Interaction Dialer: Add-on Modules

29. Architecture SIP Dialer

30. 1U Appliance – approx 16” deep – can be rack mounted Headless – no mouse, monitor, keyboard required, thoughUSB ports available SIP Coder Support – voice coding/compression G.711 – better quality, more bandwidth consumption G.729ab – low-bit rate coder, less bandwidth consumption Interaction Gateway 2 models: 4 or 8 spans(E1 /T1) Custom chassis, 360 degree color (ININ Gold) LCD panel w/buttons for status/settings LAN/WAN connection – redundant gigabit NICs

31. Web-based administration (HTTP) FTP used to retrieve log files or apply patches Patches can also be applied using special USB key Gateway Management

32. Interaction Gateway Architecture PSTN PSTN TDM-basedDialer Server SIP-basedDialer Server SIP Interaction Gateway T1 /E1/ ISDN trunks T1 / E1/ISDN trunks Quad Span T1 Card Without Gateway / boards With Gateway / SIP

33. N x M Architecture PSTN SIP-basedDialer Server SIP Interaction Gateway LAN/WAN - SIP T1 /E1/ ISDN trunks One Interaction Gateway can be utilized by one or more Dialer servers …or multiple Gateways can be utilized by one or more Dialer servers

34. Central Campaign Server BadCall Call History Call Lists Scheduled Calls Agent Stats Interaction Gateway™ (NxM) PSTN T1, E1, or ISDN trunks Agent Workstation LAN/WAN (SIP) Interaction Dialer®Outbound Dialing Server(on Customer Interaction Center®) Interaction Dialer®Central Campaign Server (on SQL or Oracle server) Interaction Dialer: Architecture

35. Interaction Dialer™ Innovation in Outbound Campaign Management