ACA 2006- San DiegoSoundBite Product Features Balaji Sundara, Director Product Management

No Hardware. No Software. OnDemand Customer Communications™.

© 2000-2006 SoundBite Communications

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SoundBite: On Demand Collections Platform

Next Generation Solutions for: Collections, Customer Service, Sales & Marketing Web-based Self-service

Hosted Solution - 100% ASP (multi-tenant) No Software / No Hardware Automated 3rd party verification Unlimited Capacity

Advanced Voice Messaging Pre-Recorded Interactive Messages

– Agent less Transactions– Direct Connect to Agent

Pre-Recorded Alerts/Notifications 98% Answering Machine Detection

© 2000-2006 SoundBite Communications

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Soundbite On-Demand Collections Platform

Auto-Manage Virtual ACDAuto-Manage Virtual ACD

Flexible IntegrationFlexible Integration Web Services/ SOAPWeb Services/ SOAP

Usage and Account TrackingUsage and Account TrackingAuto-Manage

Virtual ACDAuto-Manage Virtual ACD

© 2000-2006 SoundBite Communications

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AutoManage™: Virtual ACD

A series of rules that monitors each campaign

Each rule watches some aspect of the campaign

Rules can take actions: Slow down/speed up/pause calling

Green/yellow/red status light

E-mail alerts messages

© 2000-2006 SoundBite Communications

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Soundbite On-Demand Collections Platform

Auto-Manage Virtual ACDAuto-Manage Virtual ACD

Secure Data TransferSecure Data Transfer Web Services/ SOAPWeb Services/ SOAP

Usage and Account TrackingUsage and Account TrackingUsage and Account

TrackingUsage and Account Tracking

© 2000-2006 SoundBite Communications

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Usage and Account Tracking

• AutoManage™ and user actions are logged

• AutoManage™ signals filter up to account and enterprise level views

• Automatically monitors and controls campaign performance

• Optimizes agent utilization

• Detects and avoids problems

© 2000-2006 SoundBite Communications

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Soundbite On-Demand Collections Platform

Auto-Manage Virtual ACDAuto-Manage Virtual ACD

Secure Data TransferSecure Data Transfer Web Services/ SOAPWeb Services/ SOAP

Usage and Account TrackingUsage and Account Tracking

Flexible IntegrationFlexible Integration

© 2000-2006 SoundBite Communications

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Flexible Integration

• Automate common or repetitive tasks

• Integrate with existing systems (CRM, CMS, etc.)

- 2-way data exchange

• Campaign and Call Scripting

• Text to Speech and Speech Recognition

© 2000-2006 SoundBite Communications

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Soundbite On-Demand Collections Platform

Auto-Manage Virtual ACDAuto-Manage Virtual ACD

Flexible IntegrationFlexible Integration Web Services/ SOAPWeb Services/ SOAP

Usage and Account TrackingUsage and Account Tracking

Web Services / SOAPWeb Services / SOAP

© 2000-2006 SoundBite Communications

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Web Services Integration

• SoundBite Web Services API

• SOAP: Simple Object Access Protocol

- Upload a list- Modify a script- Create a campaign template- Initiate a campaign- Upload a real-time suppression / exclusion list- Pause / Resume / Stop /Archive a sub-campaign- Change calling speed or number of agents

© 2000-2006 SoundBite Communications

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FTP Integration

• FTP or SFTP (secure)-Upload a list (can be PGP encrypted)-Initiate a campaign-Upload a real-time suppression / exclusion list

• Report delivery from SoundBite-To any ftp server-Can be PGP encrypted

© 2000-2006 SoundBite Communications

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Efficiency & Productivity with SoundBite

Productivity

Look at excess agents capacity and utilize them for inbound calls

Look at excess agents capacity and utilize them for inbound calls

Virtual OperationsIncrease qualified leads

Decrease operational costs

Increase qualified leads

Decrease operational costs

Introduce IVM to your Call Center to collect MOREIntroduce IVM to your Call Center to collect MORE

Revenue growth

© 2000-2006 SoundBite Communications

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Thank You!

Questions