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www.callpin.com

Solutions for the customer service organization

Customer service is the vital link to the touchpoints of brand loyaltythe

human side of your business. Because customer sentiment is profoundly

influenced by service interactions and their outcomes, the stakes are high.Far more than a set of technical solutions, your customer service operation is

the source of invaluable business intelligence and can be an agent of positive

change for the customer-centric enterprise.

Pinnacle delivers advanced software and consulting services to companies

embracing this revolution in customer service operations. Our software

solutions deliver faster call handling and enhanced insight into customer

service trends and issues. Pinnacle consulting services improve the

performance of existing customer service systems and deliver new call

handling applications that streamline the agent workload.

Utility industry focus

We are proud of our long-term commitment to serving marquee clients in the

utility industry. Continual investment in innovative solutions that solve

customer service challenges is what sets Pinnacle apart from technology

vendors that do not bring industry-specific experience. Pinnacle solutions

address critical issues that directly affect customer loyalty and cost of

operations. Pinnacle professional services deliver expertise that aids utilities

in their transition to becoming customer-centric, service-centric

organizations.

Helping you respond rapidly to new challenges

Pinnacle has an established record of success in providing the industry with

solutions that enable them to provide more responsive,higher quality

customer service. Utilities can rise more quickly to competitive challenges,

deliver new services rapidly, and develop enhanced insight into their business

processes via customer service data that is reusable, available, and easily

accessible.

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[Why Pinnacle? : Focused on Results]

Focused on results

True success in customer service is measurable. Data flows from customer

contacts, from agent call-handling statistics, and from the organization as a

whole. Vendors that are solely focused on technology rarely address the

complete picture of operational efficiency in customer service.

Leveraging more than six years of customer service research, Pinnacle has

cracked the code: we deliver a comprehensive view of how to measure

success in world-class customer service. Ultimately, the results are in the

numbers, represented by two crucial performance metrics: First Call

Resolution (FCR), and Average Handling Time (AHT).

Pinnacles suite of proven products, CallLogic for streamlined performance

reporting, and BillLogic for rapid customer bill inquiry handling, closes the

loop on achieving improvements in these essential metrics.

Pinnacles Call Workflow Optimization (CWO) solution delivers applications for

customer service agents that greatly improve call handling performance.

Finally, Pinnacle helps you derive strategic business intelligence from

accumulated customer service data for advanced management reporting and

process optimization. Learn more about our Consulting Services.

The keys to reducing operating costs [frame or set-off]

First Call Resolution (FCR) and Average Handling Time (AHT) drive thecustomer experience and cost of services delivery. When you can reliably

deliver improved FCR and reduced AHT, you will reduce the overall cost of

operations while providing a great customer experience.

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[Why Pinnacle? : Industry Knowledge]

Industry knowledge

Pinnacle brings to the table first-hand knowledge of the technologies required

to run a world-class customer service operation. Our team comes from the

real world: professionals who have built and managed call centers and

redefined the strategies essential to creating customer-centric policies.

Pinnacle is unique in: [set-off or frame]

Deep knowledge of customer service systems, processes, and operations

based on practical know-how and delivery experience

Passionate, talented employees dedicated to making you successful

A team with a common vision and a focused set of customer-centric values

A proven collaborative approach

A comprehensive approach to customer care solutions

Because Pinnacle brings deep understanding of the challenges of customer

service operationscall centers, regulatory knowledge, tariff issues, and

labor relationswe can deliver solutions that transform an underperforming

customer service operation into a strategic business assets.

[pull quote]

"Call centers with comprehensive business plans succeed at 15 times themarket rate of comparable operations. Only two out of five call center

operations have an updated business plan in place." [source needed]

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[Solutions : Overview]

Unlock the power of your customer service organization

As a provider of leading-edge business solutions for the utility industry,

Pinnacles sole focus is delivering products and services that unlock the true

potential of your customer service operation while dramatically improving

both performance and customer satisfaction. Pinnacle solutions address

todays customer service issues, and pave a pathway towards realizing

enhanced business consciousness using tomorrow's intelligent monitoring

technologies.

[frame or set-off]

Pinnacles solutions address the most important challenges in call

center operations:

Achieving First Call Resolution (FCR)

Reduction of Average Handling Time (AHT)

Deriving business intelligence from the ongoing collection of customer

service data

These essential goals are the keys to managing an effective call center.

[pull quote or sidebar]

Pinnacle's unique methodology helps utilities achieve bottom-line

financial results while promoting customer satisfaction and brand

loyalty.

[continues to becomes pathway page]

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[Solutions : Overview continued] [becomes pathway page here]

Products

CallLogic CallLogic is a business-intelligence and reporting solution designed

to unlock the true potential of your customer service organization. CallLogic

provides unprecedented insight into customer contact behavior patterns

who is contacting your service points, how often, and why.Learn more about

CallLogic

BillLogic Acting as the right hand of the Customer Service Representative

(CSR), BillLogic reduces hold times and boosts first call resolution by putting

relevant customer billing information at the agents fingertips. It serves as an

interactive data lens that uncovers comparative billing issues for first-look,

first-strike resolution of billing inquiries.Learn more about BillLogic

Consulting Services

Call Workflow Optimization(CWO) Pinnacles CWO solution provides

customer service representatives with the most efficient and effective

applications and user interfaces in the industry. CWO reinvents how you

interact with customers, transforming a complex, system-centric process into

a customer-centric experience that is natural and intuitive for CSRs. Learn

more about Call Workflow Optimization

Organizational Consulting Services Pinnacle delivers world-class expertisevia its professional services practice. Our consultants provide insight and

guidance in a variety of areas, including regulatory compliance, tariffs, labor

relations, and all aspects of change management. Learn more about

Consulting Services

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[Products : CallLogic]

CallLogic: Powerful business intelligence reporting for

customer service

First call resolution and beyond

CallLogic is a business-intelligence and reporting solution designed to unlock

the true potential of your customer service organization. CallLogic provides

unprecedented insight into customer contact behavior patternswhos

contacting your service points, how often, and why. Gaining insight into the

causes of customer contacts is the first step in becoming a customer-centric

organization. Proactively meeting customers needs lays the groundwork for

avoiding costly and unnecessary contacts.

CallLogic utilizes a sophisticated rules-based engine for classifying and

dispositioning incoming calls to determine first call resolution success. This

innovative product from Pinnacle is the result of six years of applied research

and practical experience in call centers and the customer service industry.

Customer behavior patterns: the focus of tomorrows utility industry

Utilities are embracing customer-centric philosophies as a means of closing

the loop on current business process gaps, for example, eliminating costly

and unnecessary customer contacts due to service inadequacies. This

requires a deep understanding of customer needs and preferences as well as

the ability to identify gaps in customer-facing processes, programs, and

products, including regulatory tariffs. By capturing customer mindshare and

proactively addressing customer needs, utilities are finding new ways to

promote brand loyalty and significantly reduce operating costs.

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[Products : CallLogic continued]

The power of CallLogic

CallLogic uses state-of-the-art technology to fingerprint customer contacts

for every customer-facing business process. Coupled with interpretive

technologies, this provides an unprecedented look into customer contact

patterns and their cause-and-effect characteristics. For the first time, utilities

are able to address difficult operational questions such as:

Who is contacting customer service?

How often do customers initiate contact, and why?

Which customers initiate contact more than 5/10/20 times per year? What

are the reasons?

How many maintenance calls are received from accounts with a specific

meter type?

How well do customers understand their rate plan?

Which contact types represent the lowest first-call resolution and why?

Which CSRs have first-call resolution of less than 50%? Which call types

are most difficult for them?

For the first time, customer contacts can be a source of invaluable data

that can help redefine the utility service model as it moves toward a

customer-centric business process.

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[Products : CallLogic continued]

Essential insight into customer behavior

CallLogic utilizes state-of-the-art interpretive engines and rules-based logic

to disposition every contact initiated by your customers. This contact

intelligence platform delivers all the advantages of business intelligence

reporting:

Consistent and seamless call disposition

Ability to accurately measure first contact resolution

Highlighting of human and process-related performance gaps

Executive view of operations

Powerful analytic capabilities that bring together enterprise-level data for

clearer understanding of cause and effect

Ability to track trends over time

Report Types

Call volume by business process/agent/group

Call volume by call type

First Call Resolution performance by business process/agent/group

Customer reporting ability to develop custom reports and perform analytics

Benefits

Promotes customer intimacy and fosters brand loyalty

Improves operational efficiency, significantly reduces operating costs

Decreases call volume while improving service quality

Reveals new ways to manage call volume

Improves first contact resolution

Provides the capability to disposition calls and measure first call resolution

accurately, consistently, and seamlessly

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[set-off]

Did you know?

Organizations that implement FCR and AHT reporting can attain a one-third

reduction in call volume

An average customer generates up to three calls in order to resolve

service-related issues

Unhandled queries carry an incremental cost of 350% compared to calls

resolved on first contact

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[Products : BillLogic]

Transforming how utilities handle high bill complaints

Six years of call handling studies result in an outstanding interactiveapplication for the resolution of billing inquiries

An innovative application for utility CSRs and billing analysts, BillLogic turns

the most difficult callshigh bill complaintsinto easily handled incidents.

This best-in-class solution from Pinnacle provides direct answers to real-time,

in-call queries, where timeliness and results matter.

As the CSRs right hand, BillLogic analyzes the root cause of a high bill

complaint, automates the necessary calculations, and provides relevant data

and guidance during the call. This reduces hand-offs and special referrals for

account research, customer callbacks, and field service referrals.

Improving call center efficiency, redefining relationships

A world-class customer service organization is measured by its ability to

rapidly handle billing inquiries, provide definitive resolutions, and promote a

positive customer experience. BillLogic provides the right information in theproper context, transforming a difficult call into an opportunity to redefine

the customer relationship.

BillLogic resolves billing-related calls on the first contact

Puts the right information at the CSRs fingertips

Promotes first call resolution by providing intuitive information relevant to

customer questions

Comparison summaries for any two selected months (identifies

discrepancies and usage dynamics)

Allows customer-provided meter read; integrates with bill-correction

interfaces

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[Products : BillLogic continued]

Provides high, low, and average usage for the client premises in question

Generates comparative consumption estimates of similar subscribers

Analyzes billing vs. climate data

Consumption analysis, including heating/cooling load and appliance

calculator

BillLogic [set-off or frame]

Streamlines the billing query process

Provides one glance view of potential issues

Eliminates manual calculations

Places the information in context and at your agents fingertips

Reduces repeat calls and hand-offs

Enhances the customers perception of service value

BillLogic strikes at the heart of your number one productivity killer:

repeat calls.

[frame or set-off]

Real-world events drive increases in call volume

Many factors drive high bill complaints. Today its energy prices; tomorrow

may bring a different scenario. BillLogic is an effective way to field these

inquiries while meeting the customers need for reassurance andconsumption advice.

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[Products : BillLogic continued]

Factors that lead to inquiries [set-off or frame]

Meter read (Estimated or True-Up Bill)

Charges (adjustments and charges)

Past Due

Rate/Tariff Changes

Seasonal impacts (baseline allocation or cost changes)

Summary billing

Rate structure impact

Level payment plan settle-up

Billing days

Benefits [frame]

Provides tools to address high bill complaints

A simple process for the CSR

A fast path to call resolution

Provide tools for success

Reduction in AHT Reduces or eliminates offline billing research hand-offs

Decrease training costs

Improves the customer experience

Increases employee morale

Value Proposition [set-off or frame]

Less than 1 year break-even

Incremental rate of return 50% or greater 20% - 50% reduction in repeat calls (high bill complaints)

10% - 30% reduction in AHT

Increase in employee morale

Fully operational within 3 months was not used in print collateral.

strike from web also?

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[Solutions : Call Workflow Optimization]

Call Workflow Optimization

Deliver world-class customer service with Pinnacles CWO solution

Positive customer care experiences are characterized by efficient, effective

call handling that is the result of a customer-centric business process. Yet

everyone has experienced substandard customer serviceawkward pauses,

long hold times, and tedious data lookups suggesting the representative is

more focused on the system than on the customer.

Often, call center applications are needlessly complex and system-centric,

with too many screens, options and procedures. These become obstacles that

slow CSR response and add to customers frustrations.

Pinnacles Call Workflow Optimization solution addresses these inadequacies

by delivering the most advanced, most customer-centric CSR desktop

application in the industry. Our solution is the most cost effective means of

delivering world-class customer service while significantly reducing operating

costs.

Transforming your call center

CWO consolidates call handling screens, procedures, and navigation choices,

displaying the right information in the right context. Pinnacles CWO solution

is a highly advanced framework that enables delivery of custom applications

tailored to your call center operations. The result is a more efficient service

experience for the CSR (and the customer) due to intuitive navigation and

more natural procedural flow. The payoff is reduced operating costs from

improved call throughput and fewer repeat calls. And delivery of world-classcustomer service.

Pinnacle CWO reinvents how you interact with customers, transforming

a system-centric process into a customer-centric experience that is

natural and intuitive for CSRs.

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[Solutions : Call Workflow Optimization continued]

this page (19 of 27) is unchanged from original web copy. Question:

should this entire page be struck?

redundant with sell sheet above ?

Workflow Optimization Services

Expert services from Pinnacle lead to fast, responsive call-handing

applications. Our customer service agent systems are compatible with most

call center telephony implementations and are ready to integrate with

internet-based customer contact channels.

For the call center, Pinnacle creates and re-engineers applications that

deliver superior desktop user interfaces for the CSR. Our optimized solutions

consolidate call handling screens, agent action steps, and navigation choices,

displaying only the most relevant information about the current session.

Agents can rapidly handle calls with intelligent routing and incident

escalation.

For internet-based contact channels, Pinnacle leverages a unified data

model that supports email, IM, and mobile devices. Our open interface to

customer service data enables a path to rapid development of integrated

customer service applications.

Advanced analysis and business process monitoring Youll be able to

make the most of business intelligence and activity monitoring with Pinnacle

unified data. Our reporting, billing, and workflow applications are ready for

integration with contemporary distributed service architectures. Unlock the

strategic value in your data for display within custom BI dashboards and for

use in advanced process monitoring.

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[Solutions : Call Workflow Optimization continued]

Pinnacle CWO: A customizable framework [frame or set-off]

A customizable application framework tailored to optimize call workflow

processes

Allows you to better serve your customers at significantly lower costs

Optionally integrate business processes across multiple divisions

Pinnacle CWO services:

Improves first call resolution, reduces repeat calls

Reduces call-handling complexity and the associated workload

Across-the-board improvement in call center metrics

Reduces training time

Enhances employee morale

Increases customer satisfaction

Compatible with the complete suite of Pinnacle products

Pinnacle CWO solutions create business-driven call handling applications that

are compatible with our products for call classification and reporting,

CallLogic, and rapid billing inquiry solutions, BillLogic.

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[Solutions : Consulting Services]

Consulting

Pinnacles consulting services include professional practices in programmanagement, simulation, modeling, and custom application development for

the customer service workstation desktop.

Assessment Process

Program Management

Analytical Services

Sophisticated assessment for accurate forecasts

and on-budget delivery

Pinnacle recommends only those solutions that meet or exceed established

goals; therefore precise and comprehensive evaluation is essential. We often

begin with an assessment of your current operations, often basing modeling

assumptions on time studies, prototype analysis, samples, and other

techniques for increasing accuracy. We also use leading-edge modeling and

costing methods to determine the true value of a proposed solution. Thisfinely-tuned process enables us to deliver complete solutions that adhere to

business case forecasts, often within a 5% margin.

Program Management

The transformation of complex systems requires top-notch program

leadership. Pinnacle involves your team at the outset, facilitating

communication between project teams and preparing your staff to support

Day One operations. Key elements of our approach include:

Management of commitments

Risk management

Change management

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[About Pinnacle : Overview]

Awakening to the new age of the customer

Pinnacle, a recently acquired company of TES, is a solution provider focused

on energizing the customer care operation. Incorporated in 1994, the

company has assisted marquee utility industry clients in meeting the

challenge of delivering superior customer service.

We focus on products and processes that lead to a better customer support

experience. Pinnacles solutions and expert services converge on providing

comprehensive business intelligencedata that is crucial for organizations

committed to the continuous improvement of their brand through excellence

in customer service.

We invest in the continual improvement of Pinnacle products because we

believe a superior customer service organization has a tremendous impact on

brand loyalty. To help you realize the rewards of this loyalty, Pinnacle

provides a holistic blueprint for the alignment of people, processes, and

technologythe foundation of the ultimate customer-centric experience.

Proven success, measurable results moved here from Co OverviewDOES IT NEED ANY WORK????

Pinnacle brings an established record of success in helping marquee clients

improve enterprise-wide operational efficiency as they move toward a

customer-centric business model. Working exclusively in the utility business,

we've assembled a team of the industrys most talented professionals:

Pinnacle Customer Service Solutions. PCSS leverages deep knowledge and

experience to develop best-fit solutions that ensure tangible improvements in

your customer service operationsimprovements borne out by measurable

results.

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[About Pinnacle : Vision]

The transformation of the call center

The 21st-century call center is poised to embark on an unprecedented

journey of discovery and opportunity. Recent innovations such as state-of-

the-art remote metering systems will empower a new era of customer-centric

services. Pinnacle is delivering on the promise of making business

intelligence the cornerstone of your organization.

Writing the next chapterThe path to realizing a revolution in customer service begins with

understanding the customer's needs and adopting an agile business process.

Pinnacle products and services meet the challenge of collecting, analyzing,

and harnessing the power of customer data in this new era, and help industry

write the next chapter in customer care.

[Company : Alliances]

[Company : News Room]

[Company : Locations]

[Company : Careers]

[Contact]

# # #

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21-Jul-08 revised architecture for: this Pinnacle web content draft

(unchanged from prev. draft)

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Why Pinnacle? About PinnacleSolutions

Home

Overview Overview

Focused on

Results

CallLogic

IndustryKnowledge

BillLogic

Call Workflow

Optimization

ConsultingServices

Contact

Overview

Vision

Alliances

News Room

Locations

Careers


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1.1 Style Sheet Pinnacle web content draft

______________________________________________________________

[square brackets] [green bracketed] indicate non-publishing text, notes

[Why Pinnacle? : Industry Knowledge] Main Nav : Subnav or Page

Workflow Optimization Services head

The power of open data subhead

Learn more about CallLogic hotlink

______________________________________________________________

prose guidelines

1.2 single space between sentences

1.3 workflow touchpoint (as one word)

1.4 avoid excessive capitalization when possible:

Init. Caps OK for document products, i.e.,

Report on Call Center Optimization Strategies otherwise, use:

implementing call center optimization strategies instead of

implementing Call Center Optimization Strategies
http://a/http://a/

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