Spector 360 for Contact Centers How Spector 360 Complements Quality Monitoring Contact Center Website: www.SpectorCC.com

Quality Monitoring + SpectorSoft ALL Contact Center Agents Use a Phone + Computer Call Recording Quality Monitoring SpectorSoft Spector 360 PC and Internet Monitoring Employee Investigation Internet Filtering

ALL Contact Center Agents Use a Phone + Computer

SpectorSoft Spector 360

PC and Internet Monitoring

Employee Investigation

Internet Filtering

Spector 360 in the Contact Center PC and Internet Monitoring Centralized Monitoring and Reporting Records ALL Agent PC and Internet Activity Investigate Employees and Activities Advanced Internet Filtering Category-based Web Filtering Block Chats/IMs, Email, Webmail, File Transfers, Network Protocols and Ports Spector 360 Features Easy to Install, Manage and Use Non-disruptive to Customer Systems and Network Works with Existing Call Recording or Quality Monitoring Cost-effective (Starts at <$80/seat) Stealth-mode Operation Securely Record, Transmit, Archive and Review

PC and Internet Monitoring

Centralized Monitoring and Reporting

Records ALL Agent PC and Internet Activity

Investigate Employees and Activities

Advanced Internet Filtering

Category-based Web Filtering

Block Chats/IMs, Email, Webmail, File Transfers, Network Protocols and Ports

Spector 360 Features

Easy to Install, Manage and Use

Non-disruptive to Customer Systems and Network

Works with Existing Call Recording or Quality Monitoring

Cost-effective (Starts at <$80/seat)

Stealth-mode Operation

Securely Record, Transmit, Archive and Review

Spector 360 Records EVERYTHING Agents do on the Computer and the Network Screen Snapshots Chat/IM Activity Email / Webmail Web Sites Visited Files Transferred Document Tracking Online Searches Program Activity Network Activity User Activity Keystrokes Typed Keywords Detected “ Spector 360 helped me identify where I had some challenges and issues. It’s great listening to a phone call, but even better to actually see what’s going on behind the scenes – what an agent is actually doing.” Raj Wadhwani, President Contact Center World

Screen Snapshots

Chat/IM Activity

Email / Webmail

Web Sites Visited

Files Transferred

Document Tracking

Online Searches

Program Activity

Network Activity

User Activity

Keystrokes Typed

Keywords Detected

How Spector 360 Complements Call Recording and Quality Monitoring (continued)

How Spector 360 Complements Call Recording and Quality Monitoring

Why Record Computer & Network Activity? SpectorSoft Monitoring Answers Questions Like… How efficient & effective are agents in computer activities? Are they using software tools appropriately – or even at all? Are agents missing required steps in your processes? Are there steps that can be eliminated or simplified? Who is transferring what files or documents to where? Who is spending how much time on certain activities? Which agents are violating contracts, company policies or industry regulations? … and MUCH more “ The results we’ve seen from the SpectorSoft application have far surpassed our expectations. We’ve seen a 12% improvement in Average Handle Time and a 10% improvement in QA scores.” John Wickie, President Televation Communications

SpectorSoft Monitoring Answers Questions Like…

How efficient & effective are agents in computer activities?

Are they using software tools appropriately – or even at all?

Are agents missing required steps in your processes?

Are there steps that can be eliminated or simplified?

Who is transferring what files or documents to where?

Who is spending how much time on certain activities?

Which agents are violating contracts, company policies or industry regulations?

… and MUCH more

Spector 360 Contact Center Solutions Optimize Contact Center Performance Measure Application and Network Use Identify Employee and Process Efficiencies & Inefficiencies Train New Employees Maximize Agent Productivity Detect , Deter and Prevent Unacceptable Behavior Monitor Remote Agents Increase Security Stop Theft and Leakage of Sensitive Information Investigate and Document Violations Track Access and Use of Files and Documents Enforce Compliance Verify Electronic Communications and Transactions Enforce Contracts, Policies and Regulations

Optimize Contact Center Performance

Measure Application and Network Use

Identify Employee and Process Efficiencies & Inefficiencies

Train New Employees

Maximize Agent Productivity

Detect , Deter and Prevent Unacceptable Behavior

Monitor Remote Agents

Increase Security

Stop Theft and Leakage of Sensitive Information

Investigate and Document Violations

Track Access and Use of Files and Documents

Enforce Compliance

Verify Electronic Communications and Transactions

Enforce Contracts, Policies and Regulations

Quality Monitoring + SpectorSoft The MOST COMPLETE Solution Available Manage ALL Agent Activity: Phone + Computer Phone Computer

The MOST COMPLETE Solution Available

Manage ALL Agent Activity: Phone + Computer

Q&A Direct inquiries to: Kevin Milewski Product Marketing Manager SpectorSoft Corporation (772) 469-2770 [email_address] “ Spector 360 let our client see what the most effective people were doing – their usage patterns. It also showed WHO was not effective and WHY things weren’t getting done. That was a real eye-opener.” Sonny Parker, Director Knowledge Accelerators

Direct inquiries to:

Kevin Milewski

Product Marketing Manager

SpectorSoft Corporation

(772) 469-2770

[email_address]