This document summarizes a presentation about VoltDelta's cloud contact center and voice self-service solutions. It highlights VoltDelta's uniquely converged platform that integrates virtual contact center, IVR, and call recording capabilities. It also discusses VoltDelta's scalability and reliability in handling over 2 billion calls annually, accurate speech recognition technology, and integration with Oracle/RightNow CRM software. The conclusion encourages evaluating virtual contact center vendors like VoltDelta for benefits like enhanced customer service and cost savings.

1. VoltDelta
Cloud Contact Center & Voice Self-Service Solutions

2. 2
Contact Center Channel Preference
Telephone
(Live Agent)
70.6%
Fax 2.2%
Text Chat 2.1%
Other 2.0%
SMS 0.7%
Social Media 1.6%
Letter 1.7%
Source : Contact Babel - The U.S Contact Center Decision-Makers' Guide - 2013
 Telephone remains as
dominant form of
preferred
communication
 Multichannel contact
appears to be
accelerating
 Many Contact Centers
also support Email

3. 3
Common Contact Center Challenges
 Multichannel Communications
– Lack of integration between channels impacts customer care
 Multiple vendors with Legacy Systems
– “Evolution” by adding channels (and vendors) over time
– Legacy system forklift upgrades and/or End or Life systems
– Reporting disparities
 Capital Intensive
– Hardware installation, maintenance upgrades
 Complex Integration
– Computer Telephony + Networking (SIP) to backend systems
 Scalability and Reliability
– Loss of service especially during seasonal and unexpected spike call
conditions.

4. 4
Cloud Contact Center Components
Multichannel
Skills-based
Routing
Remote Agents
Whisper
Personalization
Agent
Observation
ACD
Call + Agent
Screen
Recording
Virtual Queues
Agent Desktop
CTI
Reporting & Management
Platform
Process
Analytics
WFM
Dialer
VoiceXML
Applications
ASR/TTS
IVR
HR
Order Entry
Help Desk
ERP
User Data
CRM
Systems Core Applications
Voice Email Fax Chat SMS Co-Browse Social
Media

5. 5
What is a Virtual Contact Center?
Hosted in the “Cloud”
 Automatic Call Distribution (ACD)
– Intelligent Call Routing
 Central Management/Control
– Queues
– Call Monitoring
– Agent Assist
 Agents “Anywhere”
 Redundant & Secure
 Scale for Call Spikes (Vendor Specific)
Virtual
Contact
Center

6. 6
Cloud Contact Center Infrastructure

7. 7
Cloud Contact Center Value
Loyalty
Phone
eMail
Web
Social
Retention
– Strengthen Relationships with multi-channel
experience
– Boost confidence through carrier grade reliability
– Increase Conversion
– Up-sell for increased Order Value
Acquisition
– Answer every call regardless of call volume
– Build Brand Loyalty from “dial tone to social media”

8. 8
 Moving from premise to
hosted contact center
results in a 51% savings
over 3 years
 Greater business agility
 Consistent experiences
across t channels are
more likely to encourage
satisfied and loyal
customers
Frost & Sullivan Study
Cloud Contact Center Efficiency

9. 9
What Does “Agents Anywhere” Mean?
 Communication only requires a
Network (VoIP) or a Telephony
(TDM) Connection
 Extremely Rapid Deployment
 Calls are distributed automatically
– Intelligent call routing
 Usually no agent hardware
– Frequently browser based
 Central supervision potentially
across wide geographies

10. 10
Why "Agents Anywhere”?
 Geographic Agility
 Do not have to link agents with
switching equipment in Contact
Centers
 Ability to staff agents in regions
where needed
 Locate where qualified agents can
be more easily recruited
 Locate in Regions where costs are
reduced
 Home agents
 Reduce costs for agent, technology, support and physical
infrastructure

11. 11
Traditional Benefits of a Cloud Contact Center
 Operational Expense
– Pay per use vs. Capital Expense
 Scalability
– Instantly react to call spikes (vendor specific)
 Rapid Deployment
– No on-site hardware
 Expertise & Enhancements
– Take advantage of outsourced engineering, network management and
ongoing support
 Rapid Deployment
– An existing on demand infrastructure speeds deployment
 Legacy System solution
– Eliminate multiple vendor systems for agent support
Virtual
Contact
Center

12. 12
The “New” Cloud Contact Center Benefits
 Multichannel Communications
– Integrate voice, messaging, IVR, chat, etc.
 CRM Enrichment
– Auto-populate screens with inbound calls
 Personalization
– Intelligent call routing based on customer profiles
 Agent Integrated Voice Self-Service
– Call recording to agent on transfer to avoid repeat questions
 Outbound Reach with Inbound Response
– Proactive contact with an ability to respond with a speech-enabled dialog

13. 13
Cloud Contact Center Core Components

14. 14
Core Components: ACD & Central Mgmt
 Intelligent Call Distribution
– Send calls to agents based on location, availability, skills, etc.
 Queue Monitoring and Management
– Real-time call tracking with ability to reassign calls.
 Agent Availability and Performance
– Centrally track agent presence and call handling.
 Real-time Assistance
– Monitor calls with ability to “break-in” to assist agents.
 Central Reporting
– Graphical dashboard to monitor Key Performance Indicators (KPI’s).

15. 15
Core Components: Speech Recognition
 Engaging Voice Self-Service
– Prompts + accurate recognition encourage use & reuse.
 Instantly Answer Every Call
– No waiting for an available agent.
 Large Grammar Dialogs
– More complex interactions are possible.
 Voice User Interface Creativity
– Guidance for more rapid automated call resolution + innovative error
correction.
 Automation + Agents
– Easy transfer to agents upon request with “whisper’ call recording to
reduce asked for repeated data.

16. 16
Core Components: Call Recording
 Voice of the Customer Evidence
– Share audio files with customer care & senior management.
 Agent Training
– Offer actual good and poor examples of audio interactions.
 Caller Satisfaction
– Use call recording to provide agents with a “heads-up” upon transfer.
 Call Recording Across Every Transfer
– Capture the complete caller experience as a single entity including
speech recognition and transfers to agents and between agents.
 Call + Agent Screen Recording
– Link what an agents see on screen with recorded caller interactions to
pinpoint issue such as lack of agent information.

17. 17
Core Components: Inbound & Outbound
 Inbound Agents & Automation
– Answer calls with agents, speech recognition or a combination.
 Proactive Outbound Dialing
– Automated outbound calling with throttling to match agent availability.
 Outbound Speech Recognition
– Proactive outreach with speech recognition.
 Inbound to Outbound Automation/Agents
– Convert outbound calls to inbound speech dialogs or agent interactions.
 Inbound/Outbound Scalability
– Capacity to answer inbound call traffic simultaneously with outbound
calling campaigns.

18. 18
Core Components: Scalability & Reliability
 Telephony & VoIP Access
– Answer calls with agents, speech recognition or a combination.
 Scalability for Call Spikes
– Automated outbound calling with throttling to match agent availability.
 SIP integration to Back-end Systems
– Multi-protocol integration to databases and other systems.
 Redundancy
– Dual site capacity for failover and spike traffic handling.
 Network Operations Center
– 7x24 network monitoring and management with proactive analysis.

19. 19
Added Components: Agent Desktop / CRM
 Contact Data to Agent Screens
– Immediately pre-populate screens with caller detail.
 Agent Access to Intelligence & Knowledge Base
– Present agents with information possibly “personalized” for each caller.
 Multi-Channel Solution
– Integrate calls with chat, email, social media and other forms of contact.
 Rapid Call Completion
– Drive more quickly to call resolution via intelligence presented to the
agent.
 Data Immediately Accessible
– Call detail becomes available to all channels and the organization.

20. 20
Cloud Contact Center Answers
 Multi-channel Communications
– Integration between channels enables virtual contact centers to allow
customers & prospects to chose their contact of choice without capital
expense for additional hardware.
 No Problem with Multiple Vendors & Legacy Systems
– Resolve managing multiple systems and legacy challenges by taking
advantage of hosted systems that do not require forklift upgrade costs to
stay current.
 More Efficient
– Operational Expense vs. Capital Expense.
 Integration Assistance
– Hosted vendor assistance with linking your systems fortified with a unified
virtual contact architecture speeds integration and promotes uptime.
 Reliable and Scalable (vendor specific)
– Scale for unexpected call volume with hosted solutions.

21. 21
VoltDelta
Cloud Contact Center and IVR Solutions:
Differentiators

22. 22
VoltDelta’s Customer Experience Platform
 Hosted Core Customer Care Components
– Virtual Contact Center, IVR, Call Recording

23. 23
Uniquely Converged VoltDelta Platform
 Virtual Contact Center, IVR, Call Recording
– These core components take advantage of VoltDelta Technology, not
3rd party vendors. As a result:
 Superior customer care via multi-channel integration.
 Cost efficiency (reduced number of 3rd party vendors)
[Many vendors require 3rd party vendors for at least 1 of these components]
 Automation to Agent Caller Experience
– WhisperTel technology utilizes call recording to provide agents with a
word or phrase “heads-up” if transferred from speech recognition.
[3rd party call recording used by many vendors make it difficult to integrate call
recording across channels]
 Inbound and Outbound
– Convert an outbound call to an inbound voice self-service
[Many other vendors cannot easily integrate inbound & outbound due to
deployment of disparate systems, frequently from 3rd party sources]

24. 24
Uniquely Scalable & Reliable
 More than 2 Billion Calls Annually
– VoltDelta’s telephony & networking infrastructure currently handles
more than 2 Billion calls/year in North America with 99.99% reliability.
 Systems in place that support massive call volume.
[Possibly no other virtual contact center vendor in North America supports this call
volume magnitude ]
 Exceptional Call Spike Uptime
– Proven ability to dynamically scale for seasonal & unexpected traffic
[Many virtual contact center vendors struggle with unpredictable call volume
challenges]
 Telephony Grade Performance
– Decades of VoltDelta communications service to carriers and other
telephony providers fortify a robust communications infrastructure.
[Many other virtual contact center vendors have evolved their systems over time
and may struggle when even smaller contact centers encounter high call
volume ]

25. 25
Remarkably Effective Call Recording
 VoltDelta Call Recording Technology
– Does not require a 3rd party vendor for call + agent screen recording
[Most other virtual contact center vendors partner for call recording]
 Captures Entire Experience Through Every Transfer
– Can see transfer points in user interface and track entire call.
[Some virtual contact center vendors can only record within each channel]
 Automation to Agent Customer Experience
– A word or phrase recording can be presented to agents upon transfer
from a VoltDelta speech recognition application .
[This is not commonly supported by most vendors. Also, some other vendors
struggle with recording responses AND prompts in a speech recognition dialog]

26. 26
Patent-Pending Speech Recognition
 VoltDelta CrystalWAVE technology
– Utilizes multiple simultaneous grammars with context sensitivity.
[Enhances standard speech recognition engine performance for large grammars]
 More Accurate Especially for Large Grammars
– Exceptionally effective in disambiguating like sounding words.
[Complex dialogs with product names, streets, etc. are challenging for many
vendors without the benefit of CrystalWAVE]
 Reduced Tuning
– Costly ongoing tuning is minimized with CrystalWAVE
[Cost benefits over time for large grammars can be significant compared to other
vendors]

27. 27
VoltDelta CRM – Oracle/RightNow
 Computer Telephony + Multi-Channel
– Calls + chat, email, and Social Media to the agent’s desktop.
[Computer Telephony powers the Oracle RightNow CX agent desktop]
 Universal Contact Queue
– Prioritizes calls over email & chat incident presentation.
[Some CRM systems may only present some channel of contact without
precedence of importance]
 Integrated VoltDelta Media Bar on Agent Desktop
– Provides agents with consult to supervisor, agent transfer & more.
[Few Virtual Contact Center vendors provide an integrated software solution to
CRM, allowing agents to use a familiar interface with enhanced telephony
features]

28. 28
 A team approach dedicated to your support
 Industry leading experience
 Based on relationship
 Managers focused on your success
 7x24x365
 Proactive outreach
 Incident tracking & auditing
 Broad geographic coverage
Customer Support

29. 29
 Layers of Defense
 Team of Certified Security Professionals
 PCI Compliant
 High Availability Security
 Decades of Experience
Security
Layers of Defense

30. 30
Conclusion
 Evaluate Virtual Contact Center Solutions
– Benefits include enhanced customer care, business agility and
cost savings.
 Understand Virtual Contact Center Components
– Take advantage of technology to route calls with intelligence
and speech to enhance satisfaction and encourage loyalty.
 Review Virtual Contact Center Vendors
– Pay particular attention to experience, security, and resources
that support scalability and reliability .

31. 31
About VoltDelta
 Virtual Contact Center & Voice Self-Service Solutions
 Data Centers and Customer Care applications within
and beyond North America
 More than 2 Billion calls/year at 99.99% reliability
 Multichannel solutions with CRM integration

32. 32
Contact VoltDelta
 www.VoltDelta.com
 info@VoltDelta.com
 twitter.com/voltdelta news
VoltDelta is part of the Volt Information Sciences family of
Talent, Technology and Consulting organizations. Please
visit www.volt.com
The information contained herein is provided for information purposes only, is intended only to outline (VoltDelta’s) presently anticipated general technology direction and is
therefore subject to change. The information communicated is not an obligation to deliver any product, product feature, service, service feature, software, software upgrade or
functionality and VoltDelta’s version of the (Hosted Solution operating system) may vary. None of the information should be interpreted as a commitment on the part of VoltDelta.