“The New Star in CTI Development”

04/19/23

NovaAGENT and SuperNOVAE IQ II

IQ-NET Gatewaymembers of the NovaSUITE family of Products by

Cerecom Systems, Inc.

NovaAGENT and SuperNOVAE IQ II

IQ-NET Gatewaymembers of the NovaSUITE family of Products by

Cerecom Systems, Inc.

““The New Star in The New Star in CTI Development”CTI Development”““The New Star in The New Star in CTI Development”CTI Development”

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04/19/23

NovaAGENTby

Cerecom Systems, Inc

NovaAGENTby

Cerecom Systems, Inc

The Complete One-StepThe Complete One-StepAgent-In-A-Box IVR SystemAgent-In-A-Box IVR System

The Complete One-StepThe Complete One-StepAgent-In-A-Box IVR SystemAgent-In-A-Box IVR System

04/19/23

SuperNOVAE IQ IIIQ-NET Gateway

by Cerecom Systems, Inc

SuperNOVAE IQ IIIQ-NET Gateway

by Cerecom Systems, Inc

An integrated enterprise call An integrated enterprise call center solution reducing fatigue center solution reducing fatigue and error rate while improving and error rate while improving

overall service.overall service.

An integrated enterprise call An integrated enterprise call center solution reducing fatigue center solution reducing fatigue and error rate while improving and error rate while improving

overall service.overall service.

04/19/23

Combining the SuperNOVAE IQ II

IQ-NET Gatewaywith the NovaAGENT IVR

both by Cerecom Systems, Inc.

Combining the SuperNOVAE IQ II

IQ-NET Gatewaywith the NovaAGENT IVR

both by Cerecom Systems, Inc.

Integrating multiple call center Integrating multiple call center solutions to improve staff solutions to improve staff

performance while reducing performance while reducing agent fatigue and error rate and agent fatigue and error rate and

improving overall service to customers.improving overall service to customers.

Integrating multiple call center Integrating multiple call center solutions to improve staff solutions to improve staff

performance while reducing performance while reducing agent fatigue and error rate and agent fatigue and error rate and

improving overall service to customers.improving overall service to customers.

04/19/23

An incoming callrings into the Telrad

NovaAGENT and SuperNOVAE IQ II IQ-NET Operation

NovaAGENT and SuperNOVAE IQ II IQ-NET Operation

LAN

Telrad ACD

Customer DatabaseApplync Card Phone

NovaAGENT

The incoming call is routed to

NovaAGENT IVR in-a-box

The caller is prompted for

and enters customer information

The customer database is queried and the returned

information is played to the caller.

The caller’s needs are either satisfied and the caller hangs up

or ….

The caller presseszero to transfer to

an agent.

SuperNOVAE IQ II receives through the

AppLync card the DID#, CallerID, Route Plan,

and Group information

IQ-NET updateswith new

in-queue data

The call is routed to an agent once one

becomes available

When the agent answersthe call IQ-NET sends to

customer program/database any combination of DID,

CallID, Route, Group, Agent, and IVR collected information.

Customer database sendsScreen pop to agent

If the agent cannot satisfy the caller,

he then transfers the call to another agent.

A second agent answers the transferred call and the screen pop

follows the call.

04/19/23

Sample “Shrink-Wrapped”NovaAGENT ApplicationsSample “Shrink-Wrapped”NovaAGENT Applications

NovaAGENTREPAIR STATUS


Customers can check the status oftheir repairs via telephone

Eliminate simple, repetitive calls toyour repair center

Any existing IDnumber can be used(service ticket, accountnumber, SSN)

Integrates with any existingdatabase or call center operation

Reduction of Call Center operating costs Improved agent productivityAccurate caller inquiry answersEnhanced customer service imageExtended operation (24 hours a day) Increased call handling capabilityReduction of employee turn-over

Cerecom Systems, Inc.972.964.8786, Ext. 283APPLICATION # 129NovaAGENT

TIME ACCOUNTING

NovaAGENTTIME ACCOUNTING

Remote and on-site personnel may log project time and labor hours via any telephone

The project number, number of hours worked and date of workperformed are entered viaany touch-tone keypad

Data is instantly available toproject managers for up-to-the-minute cost monitoring




PRESCRIPTION REFILL

NovaAGENTPRESCRIPTION REFILL

Patients can request a prescription refill viatelephone

After entering a valid prescription number,authorization to refill, numberof days’ supply, number ofrefills remaining, and thepick-up time and date arespoken

In-store promotions may beplayed prior to speaking therefill information

Integrates with any existing databaseReduction of Call Center operating costs Improved agent productivityAccurate caller inquiry answersEnhanced customer service imageExtended operation (24 hours a day) Increased call handling capabilityReduction of employee turn-over


PRODUCT AVAILABILITY

NovaAGENTPRODUCT AVAILABILITY

Employees and contractors may determineproduct availability via telephone byentering a job number or employee IDnumber

An existing database is queriedand information regardingavailability and pick-upinstructions are spoken

If desired, callers may alsohear pricing and applicableterms of purchase

Integrates with any existing database orcall center operation


Cerecom Systems, Inc.972.964.8786, Ext. 283APPLICATION # 132

NovaAGENTSHIPPING STATUS


Customers requesting shipping status areprompted to enter an identifying number(P.O. #, phone number, account #)

An existing database is queried and therequested accountinformation is retrieved

After receiving the spokeninformation, the callermay elect to route to anavailable agent


Reduction of Call Center operating costs Improved agent productivity Accurate caller inquiry answers Enhanced customer service image Extended operation (24 hours a day) Increased call handling capability Reduction of employee turn-over




Customers can check the status of their repairs via telephone

Eliminate simple, repetitive calls to your repair center

Any existing IDnumber can be used(service ticket, accountnumber, SSN)

Integrates with any existing database or call center operation





Remote and on-site personnel may logproject time and labor hours via anytelephone

The project number, number of hoursworked and date of workperformed are entered viaany touch-tone keypad

Data is instantly available toproject managers for up-to-the-minute cost monitoring






Patients can request a prescription refill viatelephone

After entering a valid prescription number,authorization to refill, numberof days’ supply, number ofrefills remaining, and thepick-up time and date arespoken

In-store promotions may beplayed prior to speaking therefill information

Integrates with any existing databaseReduction of Call Center operating costs Improved agent productivityAccurate caller inquiry answersEnhanced customer service imageExtended operation (24 hours a day) Increased call handling capabilityReduction of employee turn-over




Employees and contractors may determineproduct availability via telephone byentering a job number or employee IDnumber

An existing database is queriedand information regardingavailability and pick-upinstructions are spoken

If desired, callers may alsohear pricing and applicableterms of purchase

Integrates with any existing database orcall center operation





Customers requesting shipping status areprompted to enter an identifying number(P.O. #, phone number, account #)

An existing database is queried and therequested accountinformation is retrieved

After receiving the spokeninformation, the callermay elect to route to anavailable agent


Reduction of Call Center operating costs Improved agent productivity Accurate caller inquiry answers Enhanced customer service image Extended operation (24 hours a day) Increased call handling capability Reduction of employee turn-over


04/19/23

• Low-cost solution for first-time IVR users.

• All applications are “shrink-wrapped” for ease of installation.

• Single type answer system (account status, order-taking, delivery scheduling) with the ability to request several answers of the same type.

• Multiple NovaAGENT systems can be stacked to accommodate more sophisticated customer requirements.

• Easily adaptable to your customers’ applications (anyone can learn to make custom changes in less than one hour).

• Low-cost solution for first-time IVR users.

• All applications are “shrink-wrapped” for ease of installation.

• Single type answer system (account status, order-taking, delivery scheduling) with the ability to request several answers of the same type.

• Multiple NovaAGENT systems can be stacked to accommodate more sophisticated customer requirements.

• Easily adaptable to your customers’ applications (anyone can learn to make custom changes in less than one hour).

NovaAGENT HighlightsNovaAGENT Highlights

04/19/23

IQ-NET Gateway HighlightsIQ-NET Gateway Highlights

Low-cost solution for tight enterprise integration.

Keeps agents aware of calls in queue without having to look away from their work area.

A “Cerewrap” solution providing custom flexibility at a close-to off-the-shelf price.

Can interface with virtually any customer enterprise solution DLL, DDE, API or URL driven access.

Different call types can interface to different enterprise solutions (call based or computer based).

Cerecom can provide on-site integration and training, insuring a successful launch.

Low-cost solution for tight enterprise integration.

Keeps agents aware of calls in queue without having to look away from their work area.

A “Cerewrap” solution providing custom flexibility at a close-to off-the-shelf price.

Can interface with virtually any customer enterprise solution DLL, DDE, API or URL driven access.

Different call types can interface to different enterprise solutions (call based or computer based).

Cerecom can provide on-site integration and training, insuring a successful launch.

04/19/23

To receive your To receive your

complimentary interactive complimentary interactive

demonstration kit, contact demonstration kit, contact

Cerecom Systems, Inc. @ Cerecom Systems, Inc. @

(972) 964-8786, ext. 103(972) 964-8786, ext. 103

To receive your To receive your

complimentary interactive complimentary interactive

demonstration kit, contact demonstration kit, contact

Cerecom Systems, Inc. @ Cerecom Systems, Inc. @

(972) 964-8786, ext. 103(972) 964-8786, ext. 103

“The New Star in CTI Development”

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