Traditional Voice / IVR Channels

Toll-free CallsToll-free Calls– IVR + Hold Time + Live Help = CostsIVR + Hold Time + Live Help = Costs

Smart Device acts “Dumb”Smart Device acts “Dumb”– Customer Experience SuffersCustomer Experience Suffers

Voice/IVR Channel – Very LimitedVoice/IVR Channel – Very Limited– Lost Sales opportunitiesLost Sales opportunities

Contact CenterContact CenterPBX, ACD, IVR, PBX, ACD, IVR, CRMCRM

Human AgentHuman Agent

PSTN

SmartM Care Optimized Channel

Contact CenterContact CenterPBX, ACD, IVR, PBX, ACD, IVR, CRMCRM

Human AgentHuman Agent

WEBWEB

PSTNPSTN

IVR is replaced with Mobile App: IVR is replaced with Mobile App: IVR + Hold Time IVR + Hold Time Telecom Costs EliminatedTelecom Costs Eliminated

User request gets into the existing callback queue User request gets into the existing callback queue via Web query: via Web query: Customer Experience ImprovesCustomer Experience Improves

Relevant User Social Media, Location Data Relevant User Social Media, Location Data delivered to agent: delivered to agent: Increased Sales OpportunitiesIncreased Sales Opportunities

User DataUser Data

Call BackCall Back

Introducing SmartM Care Button

SmartMSmartM

Thank You, Bob!Our Team

Member willcall you within 5

minutes.

• SmartM button / API is embedded onto each screen of the appSmartM button / API is embedded onto each screen of the app• Captures User Contextual Data: Account #,Captures User Contextual Data: Account #, ScreenIDScreenID, , Social Social

ProfileProfile, , LikesLikes, , User typeUser type (promoter, passive), current (promoter, passive), current Location Location -> -> All sent to Contact CenterAll sent to Contact Center

Contact Contact CenterCenter

SmartM Care via Social Media

SmartM SmartM CareCare

Capture and deliver Contextual Information for interactionsCapture and deliver Contextual Information for interactions-> Enables Contact Center to make informed conversations-> Enables Contact Center to make informed conversations-> Improved Customer Experience & Increase Sales opportunities-> Improved Customer Experience & Increase Sales opportunities

• Social Media InformationSocial Media Information• Net PromoterNet Promoter Score Score• Account Account Data, Data, ScreenIDScreenID• Location Location DataData

• Coupons & IncentivesCoupons & Incentives• Product InfoProduct Info• Directions & MapsDirections & Maps• SurveysSurveys

Banks and Financial institutionsBanks and Financial institutions Wireless Carriers & ISPsWireless Carriers & ISPs Retail and eCommerceRetail and eCommerce Travel, Hospitality & entertainmentTravel, Hospitality & entertainment HealthcareHealthcare UtilitiesUtilities

Businesses where:Businesses where: loyal customers are likely to be influencersloyal customers are likely to be influencers call volumes can easily exceed the capabilities of available call volumes can easily exceed the capabilities of available

customer service representativescustomer service representatives conversational transactions are a must to ensure service conversational transactions are a must to ensure service

completion in a timely mannercompletion in a timely manner

SmartM Care Target Market

SmartM Care Setup

Phonologies Phonologies Web CTIWeb CTI**WEBWEB

Customer Customer Smart Phone Smart Phone ApplicationApplication

*Replaceable by Customer*Replaceable by Customer

Phonologies Phonologies SIP ACD & SIP ACD &

DialerDialer**

Contact CenterContact Center- Agent CRM Screen Pop*- Agent CRM Screen Pop*- GoogleTalk SIP Client*- GoogleTalk SIP Client*

SugarCRMSugarCRM**

Call Back via PSTN/SIPCall Back via PSTN/SIP

Customer loyalty Customer loyalty programs & increased real-time programs & increased real-time Up-Up-selling / Cross-selling selling / Cross-selling opportunities = opportunities = RevenuesRevenues

Improved Customer Experience Improved Customer Experience by the growing smart by the growing smart device user basedevice user base

Cost Savings Cost Savings from cut in IVR / hold time + better use of from cut in IVR / hold time + better use of infrastructure (ports) & operational optimization infrastructure (ports) & operational optimization (callbacks)(callbacks)

ZERO risk deploymentZERO risk deployment: Little or no changes to existing : Little or no changes to existing Contact Center Systems and easy Customer Mobile App Contact Center Systems and easy Customer Mobile App integration with SmartM APIintegration with SmartM API

Value Proposition