Best of Breed Global Solutions

for SA contact centres

Intuate Group

Intuate Group

• Privately owned South African organization based in Bryanston, with satellite offices in Durban and Cape Town. Established in 2000.

• Provide Specialized Integrated Solutions through strategic partnerships with Best of Breed Global Solutions’ Companies.

Contact Centre – High level Common challenges

Challenges

Improve Revenues

Improve Agent

Productivity

Manage Costs

Regulatory Compliance

Improve Customer

Satisfaction

Are these some of your challenges?

Contact Centre Specific Challenges

• Defining & Measuring KPIs

• Performance Monitoring & Reporting

• Quality Control

• Campaign Management

• Agent Schedule & Workflow Adherence

• Agent Workflow Efficiency

Quality Control

• Managing QA

– QA agents

– QA department

– QA scoring

• Recording Calls – audio/voice and video/screen

• Live Monitoring for immediate feedback

• In-call / post-call coaching

• Compliance group

• Speech Analytics

• Regular agent training sessions to review standards and ‘good’ versus ‘bad’ calls

Campaign Management

• Setting campaign and contact strategies

• Champion/Challenger testing

• Pacing algorithms

• List scheduling and management

• List penetration

• Data analytics and campaign strategies - Best Time/Best Channel to Call

Develop an intelligent system

Measure

Analyse

Strategise Execute

Report & Feedback

Create a ‘virtuous’ circle

Noble System Company Overview

• Global provider of Unified Contact Centre Solutions

• Founded in 1985, over 28 years call centre experience.

• 4000+ installations in 6 continents

• Noble offers inbound, outbound, contact management, digital recording for voice and screen, data/speech analytics, IVR with text-to-speech, WFM, payment processing, native SIP support and more

• Over 75% of customer base on Noble’s blended contact center environment including outbound, inbound, digital recording and agent workflow

• Recognised by Frost & Sullivan as Contact Centre Market Leader

• Working in South Africa with preferred partner Intuate Group. African customers based in Tanzania, South Africa, Egypt, Morocco, Algeria and Tunisia

The Noble® Solution Suites

Noble® Unified Communications • Inbound/Outbound/Blended

Multi-Channel Communications • Unified Agent Desktop

(Composer) • Agent Workflow • Command & Control (Maestro) • Mobile (Harmony) • ACD: Advanced Multimedia Skills-

Based Routing • Predictive Dialling • IVR / Messenger • Voice Logging & Screen Recording • 3rd Party integration • Security and PCI Compliance

Noble® Business Processing (WFO)

• ShiftTrack + Full Featured WFM

• Complete Solution: Forecasting, Scheduling, Rostering, and Agent portals

• Real-Time Adherence

• Outbound Roster Optimiser

• Performance Management: What-If Scenarios and Target- based scheduling

Noble® IQ (Analytics) • Industry Pioneer in Call Centre

Analytics

• CallTech Best Time to Call software

• OnQ Enterprise compliance & strategy management software

• 5 of the top 10 global banks use OnQ/CallTech

• Leverage existing client data

• Enterprise Speech Analytics

Noble Systems Market-Share (Frost & Sullivan)

2006 2007 2008 2009 2010 2011 2012 2013

% 9 10 15 15 16 18 19 20

0

5

10

15

20

25

Market Share

• Noble ranked #1 for outbound in North

America Market Share (2013)

• Grew Market Share >20%*

• In Top 10 of global contact center

technology providers

Frost & Sullivan said that Noble’s patent-pending TCPA

Compliance Solution, SaleForce integration, our product

suites, Cloud offer, and integration with FICO Titanium…

"... has made Noble Systems a safe choice for customers.”

Client Sample

Contact Centre – High level Common challenges

Challenges

Improve Revenues

Improve Agent

Productivity

Manage Costs

Regulatory Compliance

Improve Customer

Satisfaction

Are these some of your challenges?

Credit Card Payments

• Today very few contact centres take credit card payments over the phone

– Risk of fraud

– Regulatory compliance

An untapped revenue line

Secure Phone Transactions

“technology solutions allowing companies to take sensitive

data securely over-the-phone whilst eliminating the risk of

fraud to the organisation and customer”

• Semafone is a patented, innovative software technology, which provides secure voice transactions for contact centres taking Cardholder Not Present (CNP) Payments

• Allows the call – and the call recording – to continue as normal whilst the customer enters their credit card information using their phone keypad

• For complete security, Semafone masks the DTMF tones entered by the caller so they cannot be heard by the call centre agent nor recorded on the call recording system

• By ensuring all card data remains segregated and by removing Sensitive Authentication Data (SAD) before it hits the call recorder and the contact centre infrastructure, the contact centre is taken out of scope of PCI DSS

• Protects the organisation from opportunistic agent fraud and the associated

reputational risk and makes the contact centre PCI compliant

Solution Overview

Contact Centre PCI Challenges • Keeping Sensitive Authentication Data (SAD) off call & screen recordings • Keeping card data out of the physical contact centre environment • Keeping the contact centre applications Out of Scope for PCI DSS

SAQ Description Number of Controls V2.0

A

Card-not-present (e-commerce or mail/telephone-order)

merchants, all cardholder data functions outsourced. This would

never apply to face-to-face merchants.

4

B

Imprint-only merchants with no electronic cardholder data storage,

or standalone, dialout terminal merchants with no electronic

cardholder data storage

29

C-VTMerchants using only web-based virtual terminals, no electronic

cardholder data storage60

C Merchants with payment application systems connected to the

Internet, no electronic cardholder data storage80

D

All other merchants not included in descriptions for SAQ types A

through C above, and all service providers defined by a payment

brand as eligible to complete an SAQ.

286

Secure Collections

Semafone Demo

Payment Service Provider

Te

lep

ho

ny C

arr

ierr

In Scope for

PCI DSS

Multiple Payment Environment Contact Centre – Standard Transaction

Payment Service Provider

Te

lep

ho

ny C

arr

ier

DTMF Tone

Masking

In Scope for

PCI DSS

Out of Scope

for

PCI DSS

Secure Enterprise Voice Transaction Payment Provider Integration

Customer Satisfaction

Direct UK Sales (also in USA, Canada, Australia and South Africa)

Thank you

Cecilia Jofré Executive: Business Development

Intuate Group Ltd ceciliaj@intuate.group.com

+27 82 573 5730