acce 2007
DESCRIPTION
Slides presented at ACCE 2007TRANSCRIPT
Balaji Sundara, Director, Product Management
Maximizing Customer Communications with
SoundBite Automated Voice Messaging
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Who is SoundBite?
• Founded in 2000• Headquartered in Burlington, MA• Two secure, distributed, fault tolerant
data centers– Ashburn, VA– Sommerville, MA
• 12,000 phone lines • A billion call attempts in 2006• SAS 70, PCI certified
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The SoundBite Platform
• 100% hosted (no software or hardware required) -- multi-tenant on-demand system.
• Web-based self-service, or fully managed.• Integration with existing systems (FTP or Web
Services/SOAP).• Powerful scripting capabilities (interactive &
personalized).• Industry leading answering machine detection (98%).• Real-time campaign management & monitoring.• Real-time reporting and Advanced Analytics• Enterprise management capabilities.• Security – protection of customer data.• Automated Direct Collect – payments
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SoundBite Product Overview
Modern, proven, scalable, reliable technology base
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Automated Web based Customer Contact
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Schedule and Run Sub-campaigns
Campaign
Sub-campaign 1 Sub-campaign 2 Sub-campaign 3
• Who to Contact
• Hours to Call
• Scripts
• Filters
• Call Center Settings
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.
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Monitoring Sub-campaigns
Number sign Total number of unique contacts
Progress bar Remaining contacts
Checkmark Successful contacts
‘X’ icon Unsuccessful attempts
Funnel icon Number of contacts filtered out
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Monitoring Sub-campaigns
done Attempts completed
this hour Attempts to be made before top of next hour
next hour Attempts to be made during next full hour
future Attempts to be made beyond next full hour
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AutoManage™: Virtual ACD
• Automatically monitors and controls campaign performance.
• Detect & react to problems before it’s too late.
• Adjust call flow to reflect actual agent availability -- optimize agent utilization.
• Eliminates need for manual campaign adjustments.
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Contact ordering
• Prioritize the order that calls are placed.• Some contacts are more valuable than others, or
are more likely to be reached if called at a certain time.
• Some examples of criteria that could be used to determine the order of calling:– Dollar amount owed.– Difficulty of collection / likelihood of payment– Credit score.– Value of customer.– Customer risk category.
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Contact Database• Name & address• Phone• Email• Client ID
Contacts and Reporting
Summary Reports
User-Defined Reports
Detail Reports Usage Reports
Reporting Database• Enterprise data• Campaign data• Individual call results
Custom Input Processing
Report Center Overview
Report Center
FTP
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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.
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Report Center Overview
Reporting Hierarchy
Sub-Campaign 1Sub-Campaign 1
Pass 1
Campaign 2
Sub-Campaign 2Sub-Campaign 2
Pass 2
Campaign1Account 1
Pass 1
Campaign 1
Sub-Campaign 1Sub-Campaign 1
Pass 1
Sub-Campaign 1Sub-Campaign 1
Pass 1
Pass 2
Pass 2
Account n
Ent
erpr
ise
Acc
ount
Campaign 3
Sub-Campaign 1Sub-Campaign 1
Pass 1
Pass 2
Campaign 2
Sub-Campaign 1Sub-Campaign 1
Pass 1
Campaign 3
Sub-Campaign 1Sub-Campaign 1
Pass 1
Sub-Campaign 1Sub-Campaign 1
Pass 1
...
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Report Center
Summary Reports
User-Defined Reports
Detail Reports Usage Reports
Report Types
Campaign
Sub-Campaign
Account
Enterprise
Usage
Output Specification
Files
Campaign
Sub-Campaign
Usage
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SoundBite – the voice messaging leader• Best-in-class strategy and service– Committed to the total success of our customers
• Superior Results– We deliver substantially better results at a lower cost in
hours not weeks
• Pay as you go with no commitments– Immediate and compelling ROI drives our recurring
revenues
• Speed to deployment– Control and flexibility in the hands of the business user;
no on-premise software or hardware
• Product leadership with leading 98% AMD, real-time reporting, unlimited on-demand capacity– Delivering the right message to the right person
SoundBite: Leading Automated Contact Solution
Balaji Sundara, Director, Product Management
Maximizing Customer Communications with
SoundBite Automated Voice Messaging