Enghouse Interactive Roadshow - Brisbane Partner Slides

copy Enghouse Systems Ltd 2011

Slides from the Enghouse Interactive Road Show


Overview of Enghouse

Partner Session Slides


An Overview of Enghouse

Toronto Stock Exchange (TSX) under the

symbol ESLrdquo

APAC

EMEA

NA amp SA

Founded in 1984

Annualized revenues $250M+

1200+ employees globally

Market capitalization now over $1B

Organic amp Acquired growth

No DebtmdashStrong cash reserves

Global Operations in 15 countries


Customer Communications

Software and Services

Telecommunications and

Utility Networks Software

Transportation Services

and Operations Software


Developing Customer Communications and

Interaction Management Software amp Services

For Enterprises

For Service

Providers

For Mid Market

Outbound Dialer

Contact Center Suites

IVR Applications

Communications

Portal

Corporate

Directory Solutions

Knowledge

Management Suite

Self Service Applications

Quality

Management

Suite

Call Recording

Workforce

Management

Call Billing and

Accounting

Quality Monitoring

CTI Connect

CTI for CRM

IVR Development

Toolkit

VoiceXML Test

Suite

Integration Tools

Arc Pro Console

for Cisco

Intuition Console

for Avaya

Operator Console

for Microsoft Lync

Operator Consoles

Enghouse Interactive ndash Communications

Products


20052008

2002

20092008

2004

2009

2010

2010

2011

2012

2012

2013

2014

EI ndash Product Acquisitions amp Growth


Product Portfolio and Strategy

Management

Reporting amp Analytics

Attendant

Console

Self Service

Infrastructure Integration

Application

Inte

gra

tion

Quality

M

anagem

ent

Outb

ound

Conta

ct

Inbound Contact


Customers donrsquot want cloud - they want the outcomes of cloud

ndash agility life cycle flexibility and to manage costs

The most common driving force behind cloud procurement is to obtain operational savings

(US survey ndash 61 of cloud buyers)

Cloud is a delivery method not a solution

ndash value still needs to be articulated ie how will this help me serve my customers better

Majority of pure Cloud Contact vendors are losing money

ndash No contracted permanent revenue stream high customer churn rates

Cloud Contact Centres will be a market segment not a market revolution

Cloud Contact Centres ndash Trend or Fad


EICC (Zeacom) Subscription Pricing Model

Partner Hosted instance of EICC (Zeacom)

application

Amortisation of existing capex based-pricing

Sold to partner on a monthly per agent

subscription price

Includes monthly Maintenance costs

Contracted minimum term

Additional expansions and add-ons are co-

termed

Available also for other Enghouse products

such as QMS KMS


Enghouse Interactive

Partnering With Enghouse


Zeacom = Enghouse Interactive Communications Centre (EICC)

Arc = Arc Pro Call Connect

Callrex = Quality Management Suite (QMS)

Safeharbor = Knowledge Management Suite (KMS)

Cosmocom = Contact Centre Service Provider (CCSP)

Syntellect = Contact Centre Enterprise (CCE)

Products to Help you Grow your Business


To increase revenue through our partner network

To increase the consideration rate (show for dough)

To be the easiest software vendor to work with

To enable you to effectively sell install and support our product

To introduce more products for you to sell

To be the market leader in the Interactions Management space

Our Partnering Objectives


Channel First approach across all Products

Channel Managers and Solutions Engineers to assist you to drive business as Commercial

and Subject Matter experts

Market leading successful products ndash EICC and Arc

Local Support EICC developed locally Enghouse committed to the region

Close alliances with the major voice vendors

Healthy margin for selling our software services and support

Empowering you to establish practices around our products

Training programs designed to maximise your investment in us

Our Partnering Value Proposition


Developing tools that help you sell ndash Partner Portal and Sales Tool Kit

Headcount for a Training resource for 2nd half of Calendar Year

Marketing - Lead Generation programs Joint marketing opportunities

Investment in PR and becoming more active in the market place

- Announcements regarding newsworthy WINS

- Product Releases

- Thought leader articles in industry press

- Increased Social Media activity

Investment in Partner Enablement


Introduction of Enghouse Partner Program (Q3-Calendar Year)

Business Plans (Selected Partners)

Quarterly Business Reviews

Joint Sales and Marketing ndash ie Tradeshows Customer engagements Webinars

Joint Press Releases amp Case Studies

Incentive Programs ndash Company based and individual based (when and where appropriate)

Ongoing Accreditation and Certification across products

Introduction of a Support Partner Portal - ITSM

Collaborative Go-to-Market Alignment


Enghouse Partner Program Framework

ProgrammeBenefits

Financial Go-To-Market Technical

Partner Tier Levels

Competency amp Certification

Sales Certified

Platinum

Silver

Gold

Authorised

Technical Sales Certified

Implementation Certified

Support Certified

SolutionSpecialisations

Contact Centre

Specialist

Attendant Console

Specialist

Self ServiceSpecialist

Workforce Optimisation

Specialist


Secure lsquobeyond publicrsquo Partner Portal

ndash Marketing collateral

ndash Competitive positioning

ndash Corporate and product presentations

ndash Technical guides

Lab amp Demo Software

ndash Lab demo amp development use

ndash eg Communication Centre with fully populated working demonstrations

Blended Multi-Media

Voice Email SMS Web-chat

Automated Outbound

Interaction recording

Voice and Screen

Sales Enablement What Enghouse Provides


Register at httpspartnerportalenghouseinteractivecomaspxHomePage

Partner Portal ndash Gone Live


Education and Knowledge Transfer

bull Enghouse Interactive Learning Centre

bull Access to additional updated materials

bull Melbourne and Auckland Training Centres

bull Personalised Sales amp Pre-Sales training Ongoing

Knowledge Transfer

Instructor-led Classroom Training

Online Self-Paced Courses

Partner Portal


Installation and Support Engineer AUS (5 days) - Partner

ndash Independently install EICC Core modules

ndash Provide level 1 support to customers

Operator Console for Lync (2 days ndash in development) - Partner

ndash Independently install EICC Console for Lync Enterprise Voice

EICC Accreditation update course (2 days) ndash at release of EICC 2015 - Partner

ARC Attendant Console for Cisco (2 days) ndash Partner

ndash Independently install ARC Console for Cisco

QMS Installation Course (2 days ndash in development) - Partner

ndash Independently install QMS on various platforms

EICC Technical Administration Course (4 days) ndash Customer

ndash Suits technical (IT) customer

EICC Administration Course (3 days) ndash Customer

ndash Suits Contact Centre ManagerTeam Leader

Partner Training Program


Designed to generate and increase new revenue

Increase our consideration rate = generate demand gt opportunities for our partners

Letrsquos engage on activities for future joint campaigns

ndash PR and social media

ndash Sponsorship

ndash Events

ndash Online and email campaigns

ndash AdvertsAdvertorials

Joint Marketing Programs


Refreshed look feel and architecture

Objective is for a single global portal with regionalized content within

All our marketing activities should drive customerspartners to our portal

Outsourced SEO specialisation

Enghouse Interactive website


Customer Session Slides


Customer Interview

Rod Flaherty

- Customer Service Manager Health World Ltd

Michael Petruccelli

- National Sales Manager Enghouse Interactive



Solutions amp Portfolio


In your Business Who Handles Customer

Communications

The Receptionistor Operator

The Help Desk

Sales

Customer Service

Finance andCollections


Manager

Agent

Customer

Recording Evaluation

amp Coaching with

Quality Management Suite

Self-Service amp Scripted

Knowledge Management

with SmartSupport

Complete Contact Centre

Management with

Communications Centre

A Rich Portfolio for Great Contact Centre

Communications

Automated Outbound

with Dialer options

Ensuring Quality

with Speech Analytics


Knowledge Management Suite

Enabling customer self-service

ndash Web-based knowledge management portal(s)

ndash Online free-text searching and navigation

ndash Community Forums for peer-to-peer information

sharing

ndash Article ratings ROI and optimization tools

ndash Availability of live assistance integrated to

Communications Center

Agent knowledge-enabled productivity

ndash Ability to script the agent-customer interaction

ndash Most popular articles prioritized and highlighted

ndash Case-based reasoning for complex issue handling

ndash Tools for easy article or workflow modification



Business needs based recording

ndash 100 recording to meet compliance or legal

regulations

ndash Selective or on-demand recording for quality reviews

ndash Support for PCI-DSS or HIPAA compliance to

screen out private information

ndash Options to record and synchronize desktop activity

for multi-channel communication CRMERP usage

etc

ndash Lookup of recordings by agent queue timeframe

customer or other optional ldquoflagsrdquo

Agent evaluation and coaching

ndash Flexible configurable evaluation templates and

scores

ndash Ability to tie portions of recording to scores

ndash Reporting and analytics on overall scores

ndash Ability to coach and improve agents


Speech Analytics and Vocal Coaching

Real-time or recorded call speech analysis

ndash Analysis of agent and customer speech supports

multiple languages and dialects

ndash Ability to detect spoken words and phrases ndash can

be used to keep agents on script detect improper

speech

ndash Detection of stress levels and speech clarity ndash can

be used to identify issues with customers

ndash Ability to analyze live calls or recorded calls

Tools for coaching and historical analysis

ndash Reporting on speech analysis of entire campaigns

ndash Vocal Coach tool keeps agents on script in real-

time

ndash Soft Evaluators report on volume clarity stress

speech ratios and cross-talk and other criteria


hellip connected together in

a single unified framework


Communications

QMS KMS CRMRecentQueues


Arc Pro ndash Attendant Console for Cisco

Environments

Queues window with colour

tag per operator login

Calls active

Myco-

worker Parked

calls

Calls in current queue

Cisco IP Phone status

Busy Lamp Field (BLF) including Jabber softphone

Tabs with sub-sets of

the full directoryFully customisable directory

display means more information is available at a glance Uses

colour coding and variable icon sizes

Live presence preview

including Cisco CUP Jabber Microsoft Lync

Exchange calendars and alternate contacts

or personal assistants

Notes now have their

own space (resizable) Notes colour is shown

here too

Contact preview pane

(can be turned off)

See all fields for current

selected contact at a glance ndash configurable

Double click on actionable fields like E-

mail Telephone number

Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

NB Please contact your Channel Manager to receive the detailed

product roadmap slides that were presented on the day


Goals of the EICC Product Strategy

New MarketsLarger Deployments (Lync etc) Non-English-Language Markets (Latin America Europe)

ExtensibilityEI portfolio integration TouchPoint extensibility Enabling advanced services Reducing

functional limitations

Innovation in Key AreasUser Interface Omni-Channel Communication Customer Collaboration Analytics

Reliability amp Lower Cost of OwnershipRedundancy amp Multi-Site Ease of Deployment Supportability


Adopting an 8-Month Release Cycle

ndash And a new naming convention EICC 2015 EICC 2016 hellip

Integration Alignment with Other Products in Enghouse Portfolio

ndash QMS CP IT Sonix CTI for CRM etc

ndash Tighter integration over time (user admin reporting)

EICC Release Cadence

2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017


A new Operator Console for all EICC-supported PBXs hellip

bull A ldquogamification-stylerdquo UI ndash interactions age and move as they are routedhandled

bull ldquoGoogle-stylerdquo directory searches with presence top-10favorites AD integration

bull Full-featured call control ndash hold park transfer conference pull-back etc

Whatrsquos New in EICC

New Media Channels amp Analytics in TouchPoint hellip

bull Lync IM queuing and media escalation

bull SMS queuing with session control and chat-style interface

bull Drill-down metrics on agents queues etc


No cost for the software licenses for those areas being tested

Priority services amp support coverage

Access to pre-release versions of new products

A dedicated Beta Account Manager who will

ndash Consult on a routine basis on progress and to ensure success

ndash Answer any questions around the product functionality

Access to Product Management for discussions on current and future functionality

Benefits to Being a Beta Customer


Free Microsoft Surface Tablet Pro 3

Customers who successfully complete the beta program keep their free

Surface Pro 3 tablet

ndash The tablet is provided from commencement for use during the beta

ndash TouchPoint can be installed for supervisors using the tablet

Empower the supervisors with mobility

ndash New contact center KPIs and alerting in EICC 2015

ndash Queue mode control direct from the surface tablet

ndash Agent monitoring whisper coaching and intrude

bull Whisper coaching is PBX platform dependent


EICC 81

Dec 2014 EICC 2015 90Aug 2015

EICC 2015 ndash Beta Pack

High-Level Release Schedule

From 81 an 8mth release cycle for major releases applies

Beta Window

22 June ndash 1 Aug

All beta site prerequisites must be in by June 12



Advanced Services


The automation of processes within a business

ndash reduces costs

ndash saves time

ndash provides superior customer service

ndash gives you a competitive advantage

Advanced Services - Overview

Advanced Services Provide Solutions to

EICC Customers to Enable Automation of

Processes within their Business


Some examples of customised solutions that the Advanced Services team can provide are

ndash screenpop and dial functionality from your CRM application

ndash enhanced routing capabilities based on data in your business database

ndash automate the provision of information from an IVR (Interactive Voice Response)

ndash automated outbound notifications (voice email sms)

ndash integration of different systems within the business

bull EICC Voice Recorder

bull EICC Workforce Management

Advanced Services - Solutions


The Advanced Services team have had experience

integrating many applications to the EICC product

The team consisting of solution analysts software

developers and QA testing personnel are based in

Auckland

Our SAP integration is certified with SAP

We have experience with various technologies

including Speech Recognition and Text To Speech

The Virtual Assistant is an Enghouse product

combining both these technologies to provide

automated call handling for businesses

Advanced Services - Expertise


Spotlight is Australiarsquos largest fabric craft and home interiors operator with over one hundred stores across Australia New Zealand and Asia comprising hundreds of brands and thousands of products

Enghouse provided Spotlight with an IVR system to allow callers to find their closest Spotlight store and also to automate the process of customers calling for quotes

The store locator solution provides store location and opening hours information It uses Nuance Text-To-Speech to read out the Spotlight storersquos address

A combination of DTMF and voice recording allows the requests for quotes to be processed quickly and more accurately Previously agents had to play voice messages over and over to hear important information

Advanced Services - Customer


DTZ is a global leader in property services

Enghouse provided DTZ with an IVR system to allow their contractors to

call in while on-site to register job status

The IVR

ndash Automates the DTZ central database update process

ndash Speech Recognition allows the contractors to easily provide job information

ndash Increases the efficiency of the billing process

ndash Screenpops the call information to the Contact Center agents within the EICC

Desktop application



IVR Self-Service vs Live Phone Agent

Respondents state that the average

cost of a telephony self-service

session ishellip

$584

95cent

The average cost of a live telephone call

varies considerably but has a mean

average ofhellip

6 IVR Calls = 1 Agent Call

Contact Babel ndash Decision Makerrsquos Guide 2014


Advanced Services ndash Post Call Survey

Survey your Customers

after their contact with

your Company

bullPhone

bullEmail

bullChat


Gartner Areas of Enterprise Technology

Investment Next 5 Years


Thank You and Rock On


Overview of Enghouse

Partner Session Slides




symbol ESLrdquo

APAC

EMEA

NA amp SA

Founded in 1984

















For Enterprises

For Service

Providers

For Mid Market

Outbound Dialer


IVR Applications

Communications

Portal

Corporate

Directory Solutions

Knowledge

Management Suite


Quality

Management

Suite

Call Recording

Workforce

Management

Call Billing and

Accounting

Quality Monitoring

CTI Connect

CTI for CRM

IVR Development

Toolkit

VoiceXML Test

Suite

Integration Tools

Arc Pro Console

for Cisco

Intuition Console

for Avaya

Operator Console

for Microsoft Lync

Operator Consoles


Products


20052008

2002

20092008

2004

2009

2010

2010

2011

2012

2012

2013

2014




Management


Attendant

Console

Self Service


Application

Inte

gra

tion

Quality

M

anagem

ent

Outb

ound

Conta

ct

Inbound Contact















application



subscription price




termed


such as QMS KMS





































- Product Releases
















ProgrammeBenefits


Partner Tier Levels


Sales Certified

Platinum

Silver

Gold

Authorised



Support Certified


Contact Centre

Specialist

Attendant Console

Specialist



Specialist










Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat









symbol ESLrdquo

APAC

EMEA

NA amp SA

Founded in 1984

















For Enterprises

For Service

Providers

For Mid Market

Outbound Dialer


IVR Applications

Communications

Portal

Corporate

Directory Solutions

Knowledge

Management Suite


Quality

Management

Suite

Call Recording

Workforce

Management

Call Billing and

Accounting

Quality Monitoring

CTI Connect

CTI for CRM

IVR Development

Toolkit

VoiceXML Test

Suite

Integration Tools

Arc Pro Console

for Cisco

Intuition Console

for Avaya

Operator Console

for Microsoft Lync

Operator Consoles


Products


20052008

2002

20092008

2004

2009

2010

2010

2011

2012

2012

2013

2014




Management


Attendant

Console

Self Service


Application

Inte

gra

tion

Quality

M

anagem

ent

Outb

ound

Conta

ct

Inbound Contact















application



subscription price




termed


such as QMS KMS





































- Product Releases
















ProgrammeBenefits


Partner Tier Levels


Sales Certified

Platinum

Silver

Gold

Authorised



Support Certified


Contact Centre

Specialist

Attendant Console

Specialist



Specialist










Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat
















For Enterprises

For Service

Providers

For Mid Market

Outbound Dialer


IVR Applications

Communications

Portal

Corporate

Directory Solutions

Knowledge

Management Suite


Quality

Management

Suite

Call Recording

Workforce

Management

Call Billing and

Accounting

Quality Monitoring

CTI Connect

CTI for CRM

IVR Development

Toolkit

VoiceXML Test

Suite

Integration Tools

Arc Pro Console

for Cisco

Intuition Console

for Avaya

Operator Console

for Microsoft Lync

Operator Consoles


Products


20052008

2002

20092008

2004

2009

2010

2010

2011

2012

2012

2013

2014




Management


Attendant

Console

Self Service


Application

Inte

gra

tion

Quality

M

anagem

ent

Outb

ound

Conta

ct

Inbound Contact















application



subscription price




termed


such as QMS KMS





































- Product Releases
















ProgrammeBenefits


Partner Tier Levels


Sales Certified

Platinum

Silver

Gold

Authorised



Support Certified


Contact Centre

Specialist

Attendant Console

Specialist



Specialist










Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat







20052008

2002

20092008

2004

2009

2010

2010

2011

2012

2012

2013

2014




Management


Attendant

Console

Self Service


Application

Inte

gra

tion

Quality

M

anagem

ent

Outb

ound

Conta

ct

Inbound Contact















application



subscription price




termed


such as QMS KMS





































- Product Releases
















ProgrammeBenefits


Partner Tier Levels


Sales Certified

Platinum

Silver

Gold

Authorised



Support Certified


Contact Centre

Specialist

Attendant Console

Specialist



Specialist










Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat








Management


Attendant

Console

Self Service


Application

Inte

gra

tion

Quality

M

anagem

ent

Outb

ound

Conta

ct

Inbound Contact















application



subscription price




termed


such as QMS KMS





































- Product Releases
















ProgrammeBenefits


Partner Tier Levels


Sales Certified

Platinum

Silver

Gold

Authorised



Support Certified


Contact Centre

Specialist

Attendant Console

Specialist



Specialist










Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat




















application



subscription price




termed


such as QMS KMS





































- Product Releases
















ProgrammeBenefits


Partner Tier Levels


Sales Certified

Platinum

Silver

Gold

Authorised



Support Certified


Contact Centre

Specialist

Attendant Console

Specialist



Specialist










Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat










































- Product Releases
















ProgrammeBenefits


Partner Tier Levels


Sales Certified

Platinum

Silver

Gold

Authorised



Support Certified


Contact Centre

Specialist

Attendant Console

Specialist



Specialist










Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat


















ProgrammeBenefits


Partner Tier Levels


Sales Certified

Platinum

Silver

Gold

Authorised



Support Certified


Contact Centre

Specialist

Attendant Console

Specialist



Specialist










Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat















Blended Multi-Media


Automated Outbound


Voice and Screen











Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat















Knowledge Transfer



Partner Portal






















ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat



























ndash Sponsorship

ndash Events













Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat















Customer Interview

Rod Flaherty


Michael Petruccelli







Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat











Communications


The Help Desk

Sales

Customer Service



Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat







Manager

Agent

Customer


amp Coaching with




with SmartSupport


Management with



Communications

Automated Outbound

with Dialer options

Ensuring Quality








sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat












sharing













regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat










regulations






etc





scores











speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat













speech







time







Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat










Communications




Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat








Environments



Calls active

Myco-

worker Parked

calls














here too


(can be turned off)





Calls amp

messages

returning to

console

Speed

Dials local to

this operator

Absence

details for this

contact



Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat








Roadmap amp Vision

















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat




















2015 2016 2017

81

EICC2016

EICC2018

EICC2015

EICC2017
































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat





































EICC 81

Dec 2014 EICC 2015 90Aug 2015




Beta Window

22 June ndash 1 Aug




Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat








Advanced Services



ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat








ndash reduces costs

ndash saves time






















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat





















Auckland


















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat
















The IVR





Desktop application






session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat










session ishellip

$584

95cent



average ofhellip







your Company

bullPhone

bullEmail

bullChat










your Company

bullPhone

bullEmail

bullChat






Enghouse Interactive Roadshow - Brisbane Partner Slides

Technology

Transcript of Enghouse Interactive Roadshow - Brisbane Partner Slides