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Dial Interactive Overview

Donald Sutton Office: (954) 816-1888 Email: dsutton@dialinteractive.com www.dialinteractive.com

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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

Table of Contents

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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)

Dial Interactive Overview

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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

Dial Interactive Core Services

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DI Differentiation

Invest In Our People - Hands on, hands on, hands on

- Experience, education, training, certifications (see Appendix A)

- Testing, prototyping labs (see next slide)

Management Strength - Business and technological expertise

• Sales

• Consultants

• Executives

• Accountants

• Engineers

• Project Managers (PMI)

• Technical Writers

• Military Veterans (Network/IT)

Emphasis on Quality - Consulting (pre-planning) provided as

cost of sales – DI’s Skin In The Game

- Executive support for all projects

- Working toward TL 9000 Certification

Motivated to Win

- Below market rates

- Flexible (fixed, T&M, block of hours,

subscription, discount schedule)

- End-to-end sales support (prospecting,

brainstorming, pre-call planning, problem

diagnosis, weekly project reports, post

sales support)

- Mini Assessments (see information in

Appendix B)

Control Overhead Costs - Virtual offices

- Lean travel budget

Reputation as Experts - Multi-industry

- Serve leading networking and technology partners

- Serve large, complex clients

- Demonstrated capabilities to increase client revenues and reduce costs

- Many years of implementations and integrations with various vendor solutions

Competitive pricing, reputation for trustworthiness and flexibility,

invest in training and quality!

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DI Differentiation – Lab Overview

9. Virtual Server 8 – Cisco Outbound Option

Dialer and PG

10. Virtual Server 9 – Tools (CVP ops

console, support tools, etc)

11. Virtual Server 10 – Cisco CVP 7.0.2 Call

Server (SIP based)

12. Virtual Server 11 – Cisco CVP VXML

Server

13. Virtual Client 1 – CVP Studio, CTIOS

clients, etc.

14. Gateway 1 – Cisco gateway router (SIP,

H.323), inbound/outbound PSTN

connectivity

15. Remote Access router – 10MB

connectivity for DI team access

1. Dell 2950 Server with 1TB of Raid

Storage

2. VMWare ESXi 4.0 virtual machine

environment

3. Virtual Server 1 – Cisco Call Manager

7.1.2

4. Virtual Server 2 – Microsoft Domain

Controller and DNS

5. Virtual Server 3 and 4 – Microsoft SQL

Server environment for Genesys

Replication testing

6. Virtual Server 5 – Cisco UCCE 7.5.5

Router/Logger

7. Virtual Server 6 – Cisco UCCE Call

Manager PG, CVP PG, CTIOS

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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Business Strategy Linkage ◦ Vision, Mission, Competition

◦ Organizational Alignment

◦ Location Analysis

◦ Customer Satisfaction

◦ Customer Segmentation and Value

◦ Business Case Analysis

Human Resources ◦ Recruitment, Hiring, Training

◦ Rewards and Recognition

◦ Coaching

◦ Compensation

Call Management ◦ Contact/Call Process, Flow,

Access and Routing

◦ Work Blending

◦ Staffing, Forecasting and Scheduling

◦ Call Monitoring

◦ Performance Measures

Contact Drivers ◦ Advertising

◦ Contact Types and Handling

◦ Tracking and Analysis

◦ Planning and Projections

Operations ◦ Service Levels

◦ Quality Measures

◦ Methods and Procedures

◦ Costs / Value

Technology ◦ Network / VoIP

◦ Hardware / Software

◦ Multi-Channel Solutions

Information Management ◦ Customer Relationship Management

◦ Contact Management

◦ Knowledge Management

◦ Performance Management

We provide vendor neutral analyses and look holistically across the interrelated

areas of the Contact Center.

Reference - Consulting Approach

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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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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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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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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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Assessments & Designs

Complex Site Migrations and Upgrades

Web Collaboration and Email Management

Cisco Contact Center Express

Cisco Contact Center Enterprise

Avaya Contact Center (IC, Express)

Genesys Integrated Contact Services

Avaya and Siemens to ICM

Nortel Symposium to Avaya, Cisco

Custom Softphone (Avaya, Cisco, Genesys)

IVR Self Service Applications

CTI Integration

Database Services (SQL, Oracle)

Implementations

Leadership Strategy Workshops

Multi Location Assessment

Global Routing Assessment

Technology Audits/Roadmap

Scripting Analysis

Workforce Management

IVR Redesigns

CTI/IVR ROI Assessments

Business Case/ROI Assessments

Custom Reporting (Avaya, Cisco, Genesys)

Load/Stress Testing (IQS, Hammer/Empirix)

Application Performance Testing

Disaster Recovery Planning

Other Project Examples

We are trained across all major technologies.

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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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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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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

3) C - cause

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)

Score of 7 is bad,

score of 35 is great

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Discussion and Q & A

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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

Contact Information

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Appendix A

Bio Examples, Education, Experience and Training

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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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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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Education and Experience Examples

BS Mechanical Engineer D

Licensed Professional Engineer D

CPA and Telecommunications Corporate Attorney D

Foreign Languages German D

MBA in Management and Information Management D

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

M - Member

T- Training and OJT

Business and Technical Consulting Education, Certification and ExperienceLegend

D - Degree

C - Certified

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Project Experience Examples

Business and Technology Assessment / Business Case and ROI 15+

Location Analysis (strategy, decision matrix, site selection, recommendations) 15+

IVR Audit and Redesign 15+

Business Process Reengineering / Work and Contact Flow / Scripting Audits 15+

Multi-Location Customer Service Strategy (VoIP/SoIP Networking, Advanced Routing, Local/Toll-

Free, PSTN, Premise Equipment) (Domestic and Global)

15+

RFP Development and Vendor Management 15+

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

with training of front-line management

2+

Avaya Remote Agent Integrated with Cisco ICM 2+

2+

Consulting Services and Enterprise-Sized Client Project ExamplesLegend

Years of Experience

15+

10+

5+

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Cisco Specialization Examples

Cisco Consultant Liaison Program M

Cisco Certified Voice Professional (CCVP) T

Cisco Certified Design Associate (CCDA) T

IP Communications Certification (SLSX) C

Cisco CTI Programming for Cisco ICM and Cisco IPCC/UCCE T

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

M - Member

T- Training and OJT

Cisco Technology Education, Certification and ExperienceLegend

D - Degree

C - Certified

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Technology Specialization Examples

Avaya Consulting Relations Program M

Nortel Global Consultant Liaison Program M

Adtran Switch Technology C

Hammer Test Systems / IQ Services Test System C

Novell Certified Administrator C

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,

Genesys, etc. (Domestic and Global)

T

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,

Nortel/Periphonics, Nuance/BeVocal, Syntellect)

T

Networking (WAN, LAN Principles and Isolation Techniques, TCP/IP Protocol, Network Routers,

Switches, Network Management Systems, Desktop and Server Systems, ATM, ATM/LANE,

Gigbit Ethernet)

T

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

M - Member

T- Training and OJT

Other Contact Center Technology Education, Certification and ExperienceLegend

D - Degree

C - Certified

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Appendix B

Consulting Service Examples

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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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Mini Assessment – Sample Timeline

We don’t just tell customers how to implement improvements, we can

implement the changes for them.

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

Pre-planning On-Site Review

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)

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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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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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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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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.

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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

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

Outbound campaign/script development

Engagement management

Call routing scripting

Contract management

IVR application / scripting change

Accounting

Screen-pop changes

Legal review

Audit and Testing

Reporting changes

Post-implementation support

Troubleshooting

Mentoring and end-user training

Error resolution

Technical writing

Software updates, maintenance releases,

Research

Remote maintenance/support (help desk)

Confidential

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

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

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

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