Balaji Sundara, Director, Product Management

Maximizing Customer Communications with

SoundBite Automated Voice Messaging

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Who is SoundBite?

• Founded in 2000• Headquartered in Burlington, MA• Two secure, distributed, fault tolerant

data centers– Ashburn, VA– Sommerville, MA

• 12,000 phone lines • A billion call attempts in 2006• SAS 70, PCI certified

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The SoundBite Platform

• 100% hosted (no software or hardware required) -- multi-tenant on-demand system.

• Web-based self-service, or fully managed.• Integration with existing systems (FTP or Web

Services/SOAP).• Powerful scripting capabilities (interactive &

personalized).• Industry leading answering machine detection (98%).• Real-time campaign management & monitoring.• Real-time reporting and Advanced Analytics• Enterprise management capabilities.• Security – protection of customer data.• Automated Direct Collect – payments

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SoundBite Product Overview

Modern, proven, scalable, reliable technology base

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Automated Web based Customer Contact

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Schedule and Run Sub-campaigns

Campaign

Sub-campaign 1 Sub-campaign 2 Sub-campaign 3

• Who to Contact

• Hours to Call

• Scripts

• Filters

• Call Center Settings

For each sub-campaign:

By default, Hours to Call, Scripts, Filters and Call Center Settings are inherited from the campaign, with the option to override the defaults.

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Monitoring Sub-campaigns

Number sign Total number of unique contacts

Progress bar Remaining contacts

Checkmark Successful contacts

‘X’ icon Unsuccessful attempts

Funnel icon Number of contacts filtered out

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Monitoring Sub-campaigns

done Attempts completed

this hour Attempts to be made before top of next hour

next hour Attempts to be made during next full hour

future Attempts to be made beyond next full hour

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AutoManage™: Virtual ACD

• Automatically monitors and controls campaign performance.

• Detect & react to problems before it’s too late.

• Adjust call flow to reflect actual agent availability -- optimize agent utilization.

• Eliminates need for manual campaign adjustments.

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Contact ordering

• Prioritize the order that calls are placed.• Some contacts are more valuable than others, or

are more likely to be reached if called at a certain time.

• Some examples of criteria that could be used to determine the order of calling:– Dollar amount owed.– Difficulty of collection / likelihood of payment– Credit score.– Value of customer.– Customer risk category.

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Contact Database• Name & address• Phone• Email• Client ID

Contacts and Reporting

Summary Reports

User-Defined Reports

Detail Reports Usage Reports

Reporting Database• Enterprise data• Campaign data• Individual call results

Custom Input Processing

Report Center Overview

Report Center

FTP

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Generating and Managing Reports

Manage scheduled reports.

Generate or schedule new reports.

View / manage saved reports.

Manage output specification files.

Save a copy or send as email attachment.

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Report Center Overview

Reporting Hierarchy

Sub-Campaign 1Sub-Campaign 1

Pass 1

Campaign 2

Sub-Campaign 2Sub-Campaign 2

Pass 2

Campaign1Account 1

Pass 1

Campaign 1

Sub-Campaign 1Sub-Campaign 1

Pass 1

Sub-Campaign 1Sub-Campaign 1

Pass 1

Pass 2

Pass 2

Account n

Ent

erpr

ise

Acc

ount

Campaign 3

Sub-Campaign 1Sub-Campaign 1

Pass 1

Pass 2

Campaign 2

Sub-Campaign 1Sub-Campaign 1

Pass 1

Campaign 3

Sub-Campaign 1Sub-Campaign 1

Pass 1

Sub-Campaign 1Sub-Campaign 1

Pass 1

...

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Report Center

Summary Reports

User-Defined Reports

Detail Reports Usage Reports

Report Types

Campaign

Sub-Campaign

Account

Enterprise

Usage

Output Specification

Files

Campaign

Sub-Campaign

Usage

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SoundBite – the voice messaging leader• Best-in-class strategy and service– Committed to the total success of our customers

• Superior Results– We deliver substantially better results at a lower cost in

hours not weeks

• Pay as you go with no commitments– Immediate and compelling ROI drives our recurring

revenues

• Speed to deployment– Control and flexibility in the hands of the business user;

no on-premise software or hardware

• Product leadership with leading 98% AMD, real-time reporting, unlimited on-demand capacity– Delivering the right message to the right person

SoundBite: Leading Automated Contact Solution

Balaji Sundara, Director, Product Management

Maximizing Customer Communications with

SoundBite Automated Voice Messaging