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ACCE 2007

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Slides presented at ACCE 2007

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ACCE 2007

  1. 1. Maximizing Customer Communications with SoundBite Automated Voice Messaging Balaji Sundara, Director, Product Management
  2. 2. Who is SoundBite? <ul><li>Founded in 2000 </li></ul><ul><li>Headquartered in Burlington, MA </li></ul><ul><li>Two secure, distributed, fault tolerant data centers </li></ul><ul><ul><li>Ashburn, VA </li></ul></ul><ul><ul><li>Sommerville, MA </li></ul></ul><ul><li>12,000 phone lines </li></ul><ul><li>A billion call attempts in 2006 </li></ul><ul><li>SAS 70, PCI certified </li></ul>
  3. 3. The SoundBite Platform <ul><li>100% hosted (no software or hardware required) -- multi-tenant on-demand system. </li></ul><ul><li>Web-based self-service, or fully managed. </li></ul><ul><li>Integration with existing systems (FTP or Web Services/SOAP). </li></ul><ul><li>Powerful scripting capabilities (interactive & personalized). </li></ul><ul><li>Industry leading answering machine detection (98%). </li></ul><ul><li>Real-time campaign management & monitoring. </li></ul><ul><li>Real-time reporting and Advanced Analytics </li></ul><ul><li>Enterprise management capabilities. </li></ul><ul><li>Security – protection of customer data. </li></ul><ul><li>Automated Direct Collect – payments </li></ul>
  4. 4. SoundBite Product Overview Modern, proven, scalable, reliable technology base
  5. 5. Automated Web based Customer Contact
  6. 6. Schedule and Run Sub-campaigns Campaign Sub-campaign 1 Sub-campaign 2 Sub-campaign 3 <ul><li>Who to Contact </li></ul><ul><li>Hours to Call </li></ul><ul><li>Scripts </li></ul><ul><li>Filters </li></ul><ul><li>Call Center Settings </li></ul>For each sub-campaign: By default, Hours to Call, Scripts, Filters and Call Center Settings are inherited from the campaign, with the option to override the defaults.
  7. 7. Monitoring Sub-campaigns Funnel icon ‘ X’ icon Checkmark Progress bar Number sign Remaining contacts Successful contacts Unsuccessful attempts Number of contacts filtered out Total number of unique contacts
  8. 8. Monitoring Sub-campaigns Attempts completed done Attempts to be made before top of next hour this hour Attempts to be made during next full hour next hour Attempts to be made beyond next full hour future
  9. 9. AutoManage™: Virtual ACD <ul><li>Automatically monitors and controls campaign performance. </li></ul><ul><li>Detect & react to problems before it’s too late. </li></ul><ul><li>Adjust call flow to reflect actual agent availability -- optimize agent utilization. </li></ul><ul><li>Eliminates need for manual campaign adjustments. </li></ul>
  10. 10. Contact ordering <ul><li>Prioritize the order that calls are placed. </li></ul><ul><li>Some contacts are more valuable than others, or are more likely to be reached if called at a certain time. </li></ul><ul><li>Some examples of criteria that could be used to determine the order of calling: </li></ul><ul><ul><li>Dollar amount owed. </li></ul></ul><ul><ul><li>Difficulty of collection / likelihood of payment </li></ul></ul><ul><ul><li>Credit score. </li></ul></ul><ul><ul><li>Value of customer. </li></ul></ul><ul><ul><li>Customer risk category. </li></ul></ul>
  11. 11. Report Center Overview <ul><li>Contact Database </li></ul><ul><li>Name & address </li></ul><ul><li>Phone </li></ul><ul><li>Email </li></ul><ul><li>Client ID </li></ul>Contacts and Reporting Summary Reports User-Defined Reports Detail Reports Usage Reports <ul><li>Reporting Database </li></ul><ul><li>Enterprise data </li></ul><ul><li>Campaign data </li></ul><ul><li>Individual call results </li></ul>Custom Input Processing Report Center FTP
  12. 12. Generating and Managing Reports Manage scheduled reports. Generate or schedule new reports. View / manage saved reports. Manage output specification files. Save a copy or send as email attachment.
  13. 13. Reporting Hierarchy Report Center Overview Sub-Campaign 1 Pass 1 Campaign 2 Sub-Campaign 2 Pass 2 Campaign1 Account 1 Pass 1 Campaign 1 Sub-Campaign 1 Pass 1 Sub-Campaign 1 Pass 1 Pass 2 Pass 2 Account n Enterprise Account Campaign 3 Sub-Campaign 1 Pass 1 Pass 2 Campaign 2 Sub-Campaign 1 Pass 1 Campaign 3 Sub-Campaign 1 Pass 1 Sub-Campaign 1 Pass 1 ...
  14. 14. Report Types Report Center Summary Reports User-Defined Reports Detail Reports Usage Reports Campaign Sub-Campaign Account Enterprise Usage Output Specification Files Campaign Sub-Campaign Usage
  15. 15. SoundBite – the voice messaging leader <ul><li>Best-in-class strategy and service </li></ul><ul><ul><li>Committed to the total success of our customers </li></ul></ul><ul><li>Superior Results </li></ul><ul><ul><li>We deliver substantially better results at a lower cost in hours not weeks </li></ul></ul><ul><li>Pay as you go with no commitments </li></ul><ul><ul><li>Immediate and compelling ROI drives our recurring revenues </li></ul></ul><ul><li>Speed to deployment </li></ul><ul><ul><li>Control and flexibility in the hands of the business user; no on-premise software or hardware </li></ul></ul><ul><li>Product leadership with leading 98% AMD, real-time reporting, unlimited on-demand capacity </li></ul><ul><ul><li>Delivering the right message to the right person </li></ul></ul>SoundBite: Leading Automated Contact Solution
  16. 16. Maximizing Customer Communications with SoundBite Automated Voice Messaging Balaji Sundara, Director, Product Management

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