Audio Watch Call Recording and Agent Evaluation

1. TALKINGCOMPUTERS AudioWatch Call Recording and Agent Evaluation Scheduled Recording Quality Assurance Nortel Symposium Panasonic TDA Record on Demand Maximising Interaction Quality NEC/ Q-masterEX Agent Assessment Continuous Improvement Siemens Hi-Path

2. AudioWatch Call Recording and Agent Evaluation AudioWatch was designed for Contact Centres who wish to record for Coaching and Quality Assurance purposes, but don’t need to record every call Scheduler Module Enables supervisors to schedule agents to be recorded with a simple mouse click

3. AudioWatch Call Recording and Agent Evaluation One click Record on Demand • Record-on-Demand • Single mouse click initiation • Pop-up reference box • Reference fields used for search and retrieval • Third party RoD • Streaming for real-time monitor

4. AudioWatch Call Recording and Agent Evaluation Sophisticated Search and Retrieval capabilities • Search by • Caller Line Id • Reference Field • Time and date • Queue • Search archived recordings

5. AudioWatch Call Recording and Agent Evaluation Evaluate and coach against recorded calls Coaching notes can be added and incorporated into the evaluation reports

6. AudioWatch Call Recording and Agent Evaluation Easily create highly customised evaluation templates • Evaluation Templates • Unlimited templates • Add to the library • Over 400 evaluation criteria supplied as standard • Define weighting criteria

7. AudioWatch Call Recording and Agent Evaluation Flexible individual, team and centre reports • Team and Centre • By supervisor or evaluator • Graphical or Tabular • Flexible filter allows easily customised reports • XML export feature • Individual Reports • Detailed or Summary • Graphical or Tabular • Development plans • Trend reports

8. AudioWatch Call Recording and Agent Evaluation Keep sample and example calls in playlists • Playlists • Create multiple playlists • “Drag and Drop” from agent folders • Add notes to recordings

9. AudioWatch Call Recording and Agent Evaluation Flexible automated archiving and recording management • Archiving • Multiple archive routines • Deletion and/or backup • By agent, recording type and age

10. AudioWatch Call Recording and Agent Evaluation Advanced Computer Telephony Integration • Integration utilising • CSTA, and customized • plug-ins provides - • Accurate Start/ Stop • Support for Free Seating • CLI, Queue and Call Type data • for fast search and retrieval • Automated Agent Registration • on some systems

11. AudioWatch Call Recording and Agent Evaluation Maximize the return on your training investment • Enhanced Service Quality • Fewer escalated calls • Higher First Call Resolution • Reduced multiple handling • Accelerated New Recruit Development • Reduced costly “ramp up” period • Improved Call Control • Reduced Call Duration • Better Conversion Rates • Increased Sales

12. AudioWatch Call Recording and Agent Evaluation Customer Examples • 2 centres, 180 seats and 120 seats • 500 Agents total • 2 x 8 port systems • ROI calculated at less than 6 months • Major food products multinational • Systems in Australia and NZ • NEC IPS2000 & Q-masterEX • Finalist Teleperformance CRM Grand Prix 2003

13. TALKINGCOMPUTERS AudioWatch Call Recording and Agent Evaluation Thank you For further information Sales@tcl.co.nz Tel: +64 9 481 1100 Fax: +64 9 481 1118