Interaction Feedback Sales Strategy Session Gina Clarkin, Product Manager

1. Interaction FeedbackSales Strategy SessionGina Clarkin, Product Manager

2. Interaction Feedback:What Is It? As of SU4, ININ offers Interaction Feedback™, the exciting new survey module as part of the all-in-one IC platform. • Automated (inbound) post-call customer satisfaction surveys • Requires CIC 3.0 with the latest SU and a SIP HMP environment • Deployment via standard SU install process • Licensing: • Server (Feature) License: Enables survey subsystem • Add-On (Access) License: Enables survey configuration and/or results viewing • *A Supervisor Plug-in is enabled by Feedback Server license (requires Supervisor Add-On license)

3. Opt-In Interaction Feedback:How Does It Work? For inbound calls to the contact center… Rule Processing Interaction Feedback Survey Invitation: Survey Offer Workgroup Queue Agent Interaction Opt-Out

4. Interaction Feedback:Why Sell a Survey Application? Customer Service has become the battleground • Issues with existing solutions: cost, complexity and reliability • Increasing executive (strategic) focus on the customer experience • Internal metrics and KPI’s don’t tell the complete story • Technology can augment good hiring and training processes • “Voice of the customer” measurements MUST be actionable for both short and long-term effectiveness • In uncertain economic times retaining profitable customers is a business imperative

5. Interaction Feedback:Why Sell a Survey Application? The best way to know what a customer thinks is to ask them directly.

6. Why Post-call Surveys? Timing is important: capture feedback at the “point of opportunity”

7. Part of a Broad ININ Strategy:Customer Feedback Management Insight Into Customer Perceptions Leverage investment in the All-In-One IC platform today AND into the future

8. 8% “Yes” Why Customer Feedback Matters Understanding gaps in perceptions 80% “Yes” Companies were asked: “Are you delivering a superior experience?” Their customers were asked: “Are you receiving a superior experience?” Source: Bain & Company survey of 362 companies Aug 2006

9. More Good Reasons to Collect Customer Feedback From being able to finely tune services and products to customers' needs, to actually increasingcross-sell and up-selltransactions by 15 to 20 percent, feedback is the most-powerful tool. Retain, then grow valuable customers. Source: Implement Customer Satisfaction Management Processes to Improve Revenue, Gartner, July 2006

10. Surveying Solutions:What Else is Out There Source: DMG Consulting 2008 Contact Center Surveying and Analytics Report

11. Contact Center Surveying & Analytics Solutions ININ Source: DMG Consulting 2008 Contact Center Surveying and Analytics Report

12. Why Interaction Feedback? Reduce cost & complexity with surveys as part of an all-in-one platform • No costly integration to third-party products (just a license key) • No need for additional hardware • No need to manage/support multiple vendor products • No need to piece together information from different systems • No need to append data on the backend

13. Extend your technology investment with a roadmap for the future Surveys with more than a single delivery option Extensibility for additional survey delivery media and mode from the same product (post-call, inbound IVR, outbound, post-call, email/web, chat) Extensibility to survey additional stakeholders (e.g. employees) Flexibility for departmental or business users Use with future ININ advanced technologies (Process Automation, Speech Analytics) Why Interaction Feedback?

14. Simplify and automate to increase efficiency and effectiveness Ease of use - avoid dependency on internal programmers or third parties Wizard-guided configuration assures easy survey creation and management by business team members Quickly adapt surveys to changing business needs Reliability - automated post-call surveys eliminate agent intervention, increase survey results accuracy Totally automated surveys require no agent involvement or awareness that the survey is taking place Removing the agent from the survey decision process removes the potential for agent bias or influence in survey results Why Interaction Feedback?

15. Enable proactive intervention: access critical information and take action Real-time alerts based on scoring thresholds Prompt proactive intervention to address issues before a customer is lost Access information about the interaction itself (i.e. call recording) Equip supervisors with knowledge of what actually happened on the call Identify coaching and training opportunities Monitor satisfaction by agent, compare to quality metrics, review trends Why Interaction Feedback?

16. Take the guesswork out of surveys: employ best practices from satisfaction expert, CFI Group Patented methodology to quantify drivers of satisfaction and impact on financial performance Creators of the American Customer Satisfaction Index™ (ACSI) Proven ACSI question library available in Interaction Feedback Ask the right questions based on what you want to measure Avoid common survey design pitfalls that can decrease response rates and reduce value of information “Next step” for analysis and consulting using data collected with Interaction Feedback Why Interaction Feedback?

17. Why Satisfaction Matters Performance of ACSI Fund and S&P 500April 2000 (Inception) – March 2008 200% S&P 500 ACSI Fund 150% 100% Cumulative Performance 50% 0% -50% These results were featured in “Beating the Market with Customer Satisfaction”, Harvard Business Review, March 2007 Source: S&P 500 from msn.com

18. Interaction Feedback:Opportunity Recognition 1. Priority on Quality: they have or are considering Interaction Recorder • Recorder offers capabilities to measure internal quality perceptions (“how do we think we did as an organization?”) of a customer interaction • Internal measures alone do not provide a complete picture (remember the Bain & Co. study?) • To know what the customer or “external” perception is – you need to ask • Interaction Feedback offers a simple, direct way to find out what the customer thinks • Interaction Feedback and Recorder are designed to work together to enable comparison of quality and satisfaction scores for the same interaction, record calls flagged for a survey, share common rank groups, and more

19. Interaction Feedback:Opportunity Recognition 2. Desire to expand Performance Management, WFM/WFO capabilities • They are looking at Recorder and/or Optimizer along with other components of the IC platform • Recognize the value and impact surveys can add toward improving agent performance • Recognize the value and impact surveys can have when used in conjunction with Quality Monitoring (Recorder), WFM (Optimizer), real-time monitoring/coaching and long-term mentoring, training (Supervisor)

20. Interaction Feedback:Opportunity Recognition 3. Initiatives around service, satisfaction, the customer experience • Strategic or other enterprise-wide initiatives that involve capturing the “voice of the customer” (e.g. Six Sigma, Balanced Scorecard, etc.) • Initiatives to evolve customer service to the “next level” (may even be surveying today); objectives to increase retention, up-sell/cross-sell • Service-oriented industry where satisfaction is a key success factor or competitive differentiator (e.g. Credit Unions, Retail, Hospitality, Government) • Interaction Feedback offers a formal, consistent, and reliable way to capture the “voice of the customer” to support these initiatives

21. Interaction Feedback:Opportunity Recognition 4. Want more than existing survey solution offers or just want a survey solution • Have identified gaps in their existing solution with regard to reliability, real-time impact, programming required, lack of holistic information on contact center interactions • Too costly and complex to be effective • Not easily adaptable to changing business environment

22. Interaction Feedback:What Sales Tools Are Available? • Partner Portal • Feature Overview • ININ-sponsored CFI whitepaper • Joint ININ-CFI brochure • Product Snapshot • Video demo • inin.com webpage • SimDomain demo

23. Interaction Feedback:Promotion • Media Tour – May 08 • ININ User Forum – May 08 • TMC.Net webinar (ININ and CFI) – June 08 • DMG 2008 Contact Center Surveying & Analytics Report – Aug 08 (included in “What’s Coming” section) • ININ End customer webinar (CFM w/Speech Analytics) – Aug 08 • ININ Market Solutions Briefing (Partner/Sales training) – Aug 08 • ININ Technical Briefings (PSO, Support, SEs) – Aug/Sep 08 • ININ Partner Conference (Session and Lab) – Oct 08 • ININ Prospect webinar “In It to Win It” – Nov 08 • ININ Internal Solutions Briefing (Customers) – Jan 09 • New Pricing and Special Promotion – Feb 09

24. Interaction Feedback:New Pricing & Special Promotion • New list pricing, to be published in February price sheets • Special promotion – in effect until September 30, 2009: • 75% off list pricing • For customers upgrading to 3.0 • Order processing details: • When submitting an order - reference “FEEDBACK” in the Special Instructions field • Orders for Interaction Feedback will need to be submitted within 30 days of the 3.0 Upgrade Request. (Note: No orders will be processed with the promotional discount without a corresponding upgrade request.)

25. Implementation Considerations • Sizing • Hardware: Interaction Feedback runs on the IC server and is not designed to require separate hardware. • Database: Interaction Feedback is part of the IC database, with some new tables. The database sizing spreadsheet should be updated to include Feedback in any database sizing requirements. • Other: HMP resources • Support • Additional information is available on the ININ Support website, including the Interaction Feedback Development Application Note

26. The Product Interaction Feedback

27. Survey Creation Wizard-driven configuration • No programming required • Group surveys by business need (Customer Service, Marketing, etc.) • Assign ranking consistent with Interaction Recorder* • Set “minimum acceptable score” that triggers supervisory alert • Option to record surveyed calls* *With Interaction Recorder

28. Rules • Rule conditions automatically determine which calls receive survey offer: • Every nth call • Max per day • ANI/ DNIS • Workgroup • Day/date/time • Call attribute

29. Prompts • Set up optional general survey prompts • Upload files (customer’s own or professionally recorded), record prompts via handset or use TTS

30. ACSI–Compliant Surveys • ACSI questions from CFI Group • CFI – Expert in customer satisfaction analysis • Founder of the ACSI - American Customer Satisfaction Index™ (www.theacsi.org) • Industry-proven survey methodology • Advised ININ for pre-configured ACSI questions (prompts included)

31. Questions • Use ACSI™ question library or create “from scratch” • Multiple question types • Record open-ended comments • Specify prompts, prompt order • Scoring, weighting Questions Types

32. Survey Data Results View • Dashboards • Rich search, filters • Drill-down • Access recorded comments • *Use common data elements to access recorded interaction Reporting • Summary and detail info • Compare external (survey) results to internal (QA) results • Satisfaction trends • Satisfaction ranking by agent *Requires Interaction Recorder

33. Dashboards Average rank for completed “VIP Customers” surveys: A Average score of “VIP Customers” surveys completed in selected date range: 95 out of a possible 100 Number of “VIP Customers” surveys completed: 157 Survey: “VIP Customers” • At-a-glance information on a selected survey(s) • Red “danger” zones and green “ideal” zones based on ranking • Manage multiple dashboards; full-screen option

34. Survey Results:Search & Drill-Down • Rich search capabilities • Access recorded comments • Drill-down to survey detail • Orderable columns • Filters

35. Real-Time Monitoring:Interaction Supervisor Plug-in

36. Example Reports

37. Interactive Intelligence DELIBERATELY INNOVATIVE www.inin.com