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Aca 2006 balaji

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Acce, automated messaging

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Aca 2006 balaji

  1. 1. ACA 2006- San Diego SoundBite Product Features Balaji Sundara, Director Product Management No Hardware. No Software. OnDemand Customer Communications™.
  2. 2. SoundBite: On Demand Collections Platform <ul><li>Next Generation Solutions for: </li></ul><ul><ul><li>Collections, Customer Service, Sales & Marketing </li></ul></ul><ul><ul><li>Web-based Self-service </li></ul></ul><ul><li>Hosted Solution - 100% ASP (multi-tenant) </li></ul><ul><ul><li>No Software / No Hardware </li></ul></ul><ul><ul><li>Automated 3 rd party verification </li></ul></ul><ul><ul><li>Unlimited Capacity </li></ul></ul><ul><li>Advanced Voice Messaging </li></ul><ul><ul><li>Pre-Recorded Interactive Messages </li></ul></ul><ul><ul><ul><li>Agent less Transactions </li></ul></ul></ul><ul><ul><ul><li>Direct Connect to Agent </li></ul></ul></ul><ul><ul><li>Pre-Recorded Alerts/Notifications </li></ul></ul><ul><ul><li>98% Answering Machine Detection </li></ul></ul>
  3. 3. Soundbite On-Demand Collections Platform Auto-Manage Virtual ACD Flexible Integration Web Services/ SOAP Usage and Account Tracking Auto-Manage Virtual ACD
  4. 4. AutoManage™: Virtual ACD <ul><li>A series of rules that monitors each campaign </li></ul><ul><li>Each rule watches some aspect of the campaign </li></ul><ul><li>Rules can take actions: </li></ul><ul><ul><li>Slow down/speed up/pause calling </li></ul></ul><ul><ul><li>Green/yellow/red status light </li></ul></ul><ul><ul><li>E-mail alerts messages </li></ul></ul>
  5. 5. Soundbite On-Demand Collections Platform Auto-Manage Virtual ACD Secure Data Transfer Web Services/ SOAP Usage and Account Tracking Usage and Account Tracking
  6. 6. Usage and Account Tracking <ul><ul><li>AutoManage™ and user actions are logged </li></ul></ul><ul><ul><li>AutoManage™ signals filter up to account and enterprise level views </li></ul></ul><ul><ul><li>Automatically monitors and controls campaign performance </li></ul></ul><ul><ul><li>Optimizes agent utilization </li></ul></ul><ul><ul><li>Detects and avoids problems </li></ul></ul>productivity benefits
  7. 7. Soundbite On-Demand Collections Platform Auto-Manage Virtual ACD Secure Data Transfer Web Services/ SOAP Usage and Account Tracking Flexible Integration
  8. 8. Flexible Integration <ul><ul><li>Automate common or repetitive tasks </li></ul></ul><ul><ul><li>Integrate with existing systems (CRM, CMS, etc.) </li></ul></ul><ul><ul><ul><li>- 2-way data exchange </li></ul></ul></ul><ul><ul><li>Campaign and Call Scripting </li></ul></ul><ul><ul><li>Text to Speech and Speech Recognition </li></ul></ul>
  9. 9. Soundbite On-Demand Collections Platform Auto-Manage Virtual ACD Flexible Integration Web Services/ SOAP Usage and Account Tracking Web Services / SOAP
  10. 10. Web Services Integration <ul><ul><li>SoundBite Web Services API </li></ul></ul><ul><ul><li>SOAP: Simple Object Access Protocol </li></ul></ul><ul><ul><ul><li>- Upload a list </li></ul></ul></ul><ul><ul><ul><li>- Modify a script </li></ul></ul></ul><ul><ul><ul><li>- Create a campaign template </li></ul></ul></ul><ul><ul><ul><li>- Initiate a campaign </li></ul></ul></ul><ul><ul><ul><li>- Upload a real-time suppression / exclusion list </li></ul></ul></ul><ul><ul><ul><li>- Pause / Resume / Stop /Archive a sub-campaign </li></ul></ul></ul><ul><ul><ul><li>- Change calling speed or number of agents </li></ul></ul></ul>
  11. 11. FTP Integration <ul><ul><li>FTP or SFTP (secure) </li></ul></ul><ul><ul><ul><li>-Upload a list (can be PGP encrypted) </li></ul></ul></ul><ul><ul><ul><li>-Initiate a campaign </li></ul></ul></ul><ul><ul><ul><li>-Upload a real-time suppression / exclusion list </li></ul></ul></ul><ul><ul><li>Report delivery from SoundBite </li></ul></ul><ul><ul><ul><li>-To any ftp server </li></ul></ul></ul><ul><ul><ul><li>-Can be PGP encrypted </li></ul></ul></ul>
  12. 12. Efficiency & Productivity with SoundBite Productivity Look at excess agents capacity and utilize them for inbound calls Virtual Operations Increase qualified leads Decrease operational costs Introduce IVM to your Call Center to collect MORE Revenue growth
  13. 13. Thank You! <ul><li>Questions </li></ul>

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