MAKE THE CONNECTIONCONNECT WITH YOUR CUSTOMERS LIKE NEVER BEFORE

IP Office Applications Workshops:Call recording

Agenda• Why Record?• Market requirements• Avaya & Witness• Return on investment• IP Office Recording• Demonstration & Discussion

IP Office Recording Why Record?

• Gain additional value from telephone interactions

– recording, categorizing, and storing calls• Capture customer intelligence to help serve

customers better – Quickly resolve disputes– Clarify customer instructions– Assess up-selling opportunities– Assist in training (best practices calls)

• Quickly search and retrieve calls for playback• Results

– Improve customer satisfaction, increase revenue, increase productivity

Avaya IP Office ContactStore – Areas of Payback

• Reduce operational costs• Increase revenue• Reduce risk• Make more informed decisions • Better understand customers • Improve customer service and

satisfaction

• Accurate records of what was said by whom

• Avoids need for repetition or speaking slowly

• Tag voice files to client records for an aid to training

• Aids dispute resolution

• Aids compliance requirements

Gain additional value from telephone interactions

Typical Market Requirements:

• Call Centres• Training Tools• Total recording• QMS

• Finanacial• Permanent Storage• Zero Margin for error• Searchable and secure

• Government• Record all media types• Departmental solutions• Real time

• Emergency Services• E911• Instant review• Trunked radio calls

• Healthcare• Training• Track/recall calls• Identify verbal offers• Dictation

• Legal• Dictation – accuracy/shared• Tracking by case/agent• Permanent

Avaya IP Office ContactStore • Developed by Witness Systems and Avaya to support Avaya IP Office

VoiceMail Pro call recording• Proven technology - based on Witness System’s call recording

application with thousands of installations worldwide• Witness Systems – a market leader

Decrease in customer disputes costs• Number Customer Disputes per Year = 15 • Average Cost of a Customer Dispute = $500• Estimated decrease in dispute costs = 30%

# Disputes x Cost Per Dispute x .30 = $2,250 Savings

Avaya IP Office ContactStore – Sample ROI

Increase in revenue from improved up-selling and conversion rates • Number of Employees That Produce Revenue on Calls = 15 • Annual # of Calls Per Employee that Produce Revenue = 1000• Avg. Revenue Produced Per Call = $100• Estimated Increase in up-selling/conversion rates = 5%

# Employees x # Calls x Revenue/Call x .05 = $75,000

Increase in revenue from an increase in customer retention • Number of Customers Lost Per Year = 100 • Avg. Ongoing Revenue Per Customer = $5,000 • Estimated Increase in customer retention = 5%# Customers Lost Per Year x Ongoing Revenue Per Customer x .05 =

$25,000

Avaya IP Office ContactStore – Sample ROI

Competitors

IP Office VoiceMail ProRecording Services

Voice Recording Libraries (ContactStore™)• Select to store recordings in a dedicated

database• Web-based search and play back of

recordings• Search for recordings based upon CLI, DID,

Caller, Called party, Time, Date etc

Automatic and Manual Recording• Automatic or on demand recording of calls• Call recording for users, groups and account codes• Recordings stored in configurable VoiceMail box

Today• Key Business Benefits:

• Quality Management of Agents• Customer relationship monitoring

and measurement• Dispute resolution

Call Recording Search and Replay – Avaya IP Office ContactStore Demo

Official Convergence Communication Providerfor the 2002 and 2006 FIFA World Cup™

and FIFA Women’s World Cup 2003