This document provides an overview of business interaction management and enterprise interaction tracking software. It discusses how the software can help companies track interactions across customer contact centers, business departments, sales, and more to understand things like why customers contact the business, how sites compare, and what drives contact volumes. The software captures all interaction data and contexts to provide a single version of the truth across the enterprise and help improve areas like customer service, agent performance, and first contact resolution.

1. Business Interaction ManagementOverview

2. Enterprise Interaction Tracking© 2011 Upstream Works Software

3. DefinitionBusiness Interaction Management encompasses planning, design, execution and control of how a company's business activities interact with the activities of other internal and external parties.

4. Business InteractionsCustomersContact CenterSalesBusinessDepartmentsRetailAccountingMarketingProduct

5. Contact center InteractionsA 1000 seat contact center has20 million interactions every year!© 2010 Upstream Works Software

6. Client Questions “Why do people contact my business?”“How can I compare my internal sites or my outsourcers?”“Which of my agents are not entering the right information into our desktop?”“What is my site’s overall FCR rate? How do I compare against other sites?”“What am I spending money on in my contact center?”“How does social media impact my contact center?”

7. Improving the Contact CenterReduce interaction handle timesAutomate and streamline agent activitiesActionable FCR improvementPersonalize customer serviceIncrease contact center satisfaction & engagementAlign compensation/incentives to desired outcomesImprove agent training/coaching

8. Agent solve RatesmyFCRCoverage Info – 68%Payment – 81%Policy Mod - 62%Quotation - 93% myFCRCoverage Info – 68%Payment – 81%Policy Mod - 62%Quotation - 93% myFCRCoverage Info – 62%Payment – 79%Policy Mod - 73%Quotation - 88% myFCRCoverage Info – 62%Payment – 79%Policy Mod - 73%Quotation - 88% myFCRCoverage Info – 87%Payment - 73%Policy Mod - 75%Quotation - 91% myFCRCoverage Info – 87%Payment - 73%Policy Mod - 75%Quotation - 91% © 2010 Upstream Works Software

9. Improving the EnterpriseEliminate unnecessary contactsCapture and correlate enterprise view of all activitiesDetermine how marketing, sales and service affects customers and contact volumesInformed decision making Identify and save customers at risk

10. Enterprise ComparisonsCall Reason

11. State of NowTop 5 issues with current analytics process© 2010 Upstream Works SoftwareSource: Ventana Research Customer Analytics Benchmark Research

12. Analysis Complexity* Source: Frost and SullivanNajsndjansjkfnjn asdfa a asdf as sdf jn akj a;kjnfd jansdjn kajnd nasd nakj na;skjn aj n mesjfn we fnaskjdn askjn asdj naskdj n 34ejc qn34ifj 13[4ot1[3iofj q34i wie4jfh ewfierfjwsijfqiwejfqwe= 42!

13. Customers at Risk© 2010 Upstream Works Software

14. Contact Drivers

15. Interaction Tracking FoundationsTrack the complete context of every interaction including all reasonsCapture data from the source as it happensLink associated interactions and business information Keep it simple© 2010 Upstream Works Software

16. SimpleSave the entire interaction. It’s easier to understand laterPre build best practices analyticsProvide in-your-face interaction context that’s role tailored for personalized service© 2010 Upstream Works Software

17. Agents should know what the customer knows© 2010 Upstream Works Software

18. Contact Center CRMInteraction history is not easy to useNo compliance toolsInteraction history provides no perceived value to the agents

19. Role Tailored InterfaceInteraction CaptureInteraction HistoryIntelligent Footprint

20. Upstart Desktop Scratch PadContact InfoContact ReasonsCRM du Jour

21. UpStart DesktopApplications du Jour

22. Enhanced Agent Tools© 2010 Upstream Works Software

23. Complete Information

24. Information SharingMobileDashboards

25. Social Media InteractionsSocial media complaints often created by the contact centerMonitor customer complaints Via Twitter; FacebookIdentify interaction history to determineRoot causeFrequency / relevancyEliminate ‘squeaky wheel syndrome’Social media expectation is immediate service Will NOT scale unless contact centers add massive staff or eliminate unnecessary contacts

26. Enterprise Interaction trackingAccuracyComplianceInteraction HistoryAutomationPersonalized ServiceTraining OptimizationCustomersInteraction ChannelsUpstart Proactive AgentContact DriversBehavior PatternsUpstream Contact Management Automation ServerFCRRoutingUpstreamAnalysis Suite26

27. Return on Investment

28. Interaction Analytics to provide a high level of business valueBusinesses capture all financial interactions Is how you use that money less important?© 2010 Upstream Works Software

29. Provide one version of the truthEnterprise Interaction Trackingprovides a single version of the truth© 2010 Upstream Works Software

30. © 2010 Upstream Works Software

31. “Upstream Works has changed the way our supervisor’s coach our agents”Allison Garretson; VP Operations

32. Benefits

33. Corporate Timeline2006 & 2007 Product of the Year Awards2009 Product Innovation AwardsNortel Link Developer Partner 1996Cisco Dev Partner 2007Avaya Dev Partner200419952010Toronto HydroBell CanadaSuther landReliancePGACTLSCTFSCSTHiscall; Ronco; SunturnConverged2006Bell Canada2001Sunturn2009Business Objects2007CGI1998Motorola OEM 2007

34. Upstream WorksWell established and well regardedFocus; Commitment; ExecutionReputation for reliability and serviceProduct mix and experience provides unique capabilities for First Contact Resolution / Customer Experience measurement and improvement>15000 installed agent positions

35. Upstream Works AdvantagesMinimizing Professional ServicesIndustry 60% implementations > 6 monthsUWS – 90% implementation < 4 months10.5 week average time from PO to Production94% exactly on budget

36. Partners

37. Clients

38. Working with Upstream“Partners” with our customersRely on us for ongoing call center expertise and support360 degree product supportWe build it; we install it; we support it allFlexible and adaptable organization

39. What you sawEnterprise Interaction Tracking© 2010 Upstream Works Software