In association with
Cloud-based Contact Centre
Maximise OnDemand
Inbound & Blended Call Management
Automated Outbound Dialling
Integrated Quality & Call Recording
Cloud-based OnDemand Service
In association with
Increasing Inbound [Debt/Sales/Service] Revenues
Improving Outbound [Debt/Sales/Service] Revenues
Managing Customer Contact Cycles for Profit
Managing Team Resources for Profit
Tapping into the OnDemand Cloud Model for Maximum, Rapid ROI
Demonstrating the Effectiveness of Software as a Service
Agenda: Achieving your goals...
In association with
Profit
Rapid ROI
Zero Capital Investment
Increased [Sales/Debt Collection] Revenues
Maximise OnDemand
1 Sale Today
4 Sales Tomorrow
Agenda: targeting profit
In association with
Cloud-based Service
100% Web-based
Inbound Blended
Outbound Preview Progressive Predictive
Fully Featured
PLUS
Unique Cloud Benefits
Maximise simply delivers
In association with
Unique Product +
Unique Approach
Right First Time
Deployment
Success Management
Product Improvement
Process
Compliance Guarantees
Flexing / Overage
The Magnetic North AdvantageDesigned to support your growth
Our unique offer to you
In association with
Acquisition ActivationIntensive
CareBusiness as Usual
The Four Steps
to Success
Success Management Program
In association with
Recording
Outbound
License Fees
Hardware
Consultants
Infrastructure
Maintenance
Dedicated Staff
Upgrades
Total Cost
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
Inbound
The hidden cost of on-premise solutions
In association with
License Fees
Rental Fees
Hardware
Consultants
Infrastructure
Maintenance
Dedicated Staff
Upgrades
Total Cost
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
$$$$$$$$$$
Pay-as-you-go
1Source: Yankee Group: Hosted vs. Premise based Sales Solutions: TCO and Trade Offs
Lower your costs with cloud services
In association with
Valu
e
Large operating expenses
Large capital expense
& high risk
Upgrade costs
Valu
e
OnDemand Value
Automatic
upgrades
Zero capital
expense
Cloud Model
Average 27% lower annual costs,13% year-on-year revenue growth2
(compared to 4% for traditional deployments)
Customer Premises Model
53% of software projects cost 189% of original estimate1
1 Source: Standish Group, Chaos Report2 Source: Aberdeen Group, Hidden ROI of Cloud-based Contact Center Report
OnDemand delivers greater value over time
In association with
OnDemand Cloud
Legacy OnsiteHosted
Servers and
Applications
Delivered
via
IP
Direct to your
Premises
The advantages of cloud-based maximise
In association with
Multiple QueuesSkill Based Routing
Scripted IVR
Music on hold
Diverts /
Night Service
Dynamic Agent
Scripts
Seamless Outbound
Blending
Realtime
Dashboards &
Alerts
Conference
Server
Abandon Callbacks
Inbound made easy
In association with
Agent
StephenEnglish P1
Agent Anna
English P1French P1German P2
Agent Kathy
German P1English P2Italian P2
Agent Luca
Italian P1English P3
English
CallerFrench
Caller
German
Caller
Italian
Caller
Increase first-call closures with Skill-based Routing
In association with
Play Greeting or Straight to
QueuePlay Music
Second Announcement
Music until Answer
Inbound call flows
In association with
Scripted IVR
18
“Good [morning/afternoon/evening]
– welcome to customer services.”
“You are currently number [2] in the
queue, one of our advisors will be
with you shortly ”
“Please enter your product registration
number now.”
“Thank you – we will send a
confirmation [email/SMS] to you.”
Time of day announcements
CLID/Database lookups
Play queue information
Automate customer service actions
In association with
Inbound
Number 1 Queue A
Agent
with Skill
A & B
Inbound
Number 2 Queue BAgent
with Skill
B
OPTIONS:
• Scripted IVR
• Announce #1
• Announce #2
• Night Service
• Overflow
• Service Level
• Blending
Inbound call flows
In association with
Boost your
Bottom Line
Increase Revenue
Increase Talk Time
Reduce Costs
TakeControl
What will Maximise outbound do for my business?
In association with
12
18
32
44
0
5
10
15
20
25
30
35
40
45
Manual Preview Progressive Predictive
Inbound Outbound
Blended
Inbound/Outbound
Balance your outbound campaigns...
In association with
Campaigns
• Multiple calling lists
• Schedules
• Goal-based chaining
Calling Lists
• Contain customer records
• Manual upload
• Automatic upload
Customer Records
• Customer specific data
• 6 phone numbers
• Any number of custom data elements
Call Outcomes
• Success or failure
• Unlimited result codes
• Automatic follow-up
Outbound concepts
In association with
Powerful Campaign
Control
6 Numbers
per Customer
Time of Day
Dialling
Rich Realtime + Historical Reporting
Flexible Integration
Options
Inbound / Outbound
Optional Integrated Quality &
Recording
How powerful is Maximise outbound?
In association with
Live Answers Only
Answer Machine
Answer Machine
Live Answer
ZERO
FALSE
POSITIVES
Answer machine detection
In association with
Mobile
Screening
Mobile &
Local Number
Presentation
+ Agent CLI
Only call active
and non-
roaming
mobiles
Encourage
answer/call-
back
Save Money
+
Increase
Talk-time
+
Build Personal
Relationships
Cloud-only exclusive dialler features
In association with
Campaign Level CLI
Mobile Number
Fixed or Local Number
List Level CLI
Mobile Number
Fixed or Local Number
Agent CLI
Personal Dial-back
Personal Re-Schedule
Multiple CLI
Presentation
Choices
Cloud-only exclusive dialler features
In association with
Traditional Dialler
• 4 x Answer Machine @ 15p
• 1 x Connect @ 30p
• TOTAL = 90p
Maximise OnDemand
• 1 x Mobile Screening @ 15p
• 1 x Connect @30p
• TOTAL = 45p
• Potential 50% SAVING!
Note: Tariffs are dependent upon volume and term commitments
Mobile screening is a necessity
In association with
Mobile Screening: Talk-time as a Percentage of Login Time
40
45
50
55
60
August September October
Screening Off
Screening On
Screening Off
37% Increase
Real-world client results
In association with
Local number presentation activated:
Connect Rate = 13% Increase
Dials per Connect = 11.4% Decrease
Campaign Callbacks= 104.5% Increase
(163% Improvement as % of dials)
Use less data
Make more sales
Get more callbacks
Real-world client results
In association with
Magnetic North
Datacentre
Maximise
OnDemand
Web UI
Upload
Scheduled FTP
Import + Export
Realtime
XML Web API
Realtime
Kill-Call API
Scheduled
Flexible data import/export
In association with
Day 1 Order
Day 5 Install
Day 7 Go Live!
Ongoing Success
Management
How long does it take to activate?
In association with
Engage Evaluate Design
Integrate Validate Deploy
Maintain Expand
Typical project lifecycle
In association with
- Right First Time
Delivery
- Success
Management
- License Flexing
Deployment, Success Management & flexibility
In association with
Your Premises
or Remote Workers
Magnetic North
Datacentre
PSTN
Internet
Browser
Session
Calls
Deployment choices: internet + PSTN
In association with
Your Premises
Magnetic North
Datacentre
IP
Connection
Browser
Session
SIP Trunks to existing IP PBX
for VoIP Calls
Existing IP PBX
Deployment choices : VoIP with IP-PBX
In association with
Your Premises
Magnetic North
Datacentre
Direct IP
Connect
Browser
Session
VoIP Calls
VoIP Services
Internet
Backup
Deployment choices : VoIP direct connect
In association with
11 x Tier-1 Telco
Interconnects in
20 locations in 9
countries
MN is an ISP
5 x Tier 1 IP
Connections
Direct
Connects Firewall
Pairs in HA
HA Carrier
Switches
Maximise
Cluster
Maximise
Cluster
Heartbeat
failover
Customer A
Customer B
Customer A
registrations
Customer B
registrationsNot all hosted solutions are created equal...
SLA and Service Credit Backed Contract
Data centres : reliability and scalability
In association with
Low Setup Costs
• One off setup fee
• Consultation & system build
• Onsite training
Low Monthly Rental
• Monthly updates
• 24 hour telephone support
• Success management
Low Usage Charges
• Low Login Charge (Sip or PSTN)
• Low Call Charges
• Low SMS / Screening
• Low Recording & Storage
Commitment Rewards
• Freedom Plan
• 12 Months
• 3 Years
How much can I save?
In association with
Se
cu
rity • Secure
Facilities
• PCI Compliant
• Carrier-grade reliability
• ISO27001 Secured
Acce
ss • Use the
service from anywhere
• Distributed Offices
• Home Working
• Disaster Recovery
Fu
ture
Pro
of • Automatic
upgrades
• Latest features delivered automatically
• Scales with demand
Bu
dg
et • Opex only
• Pay as you go & Grow
Bu
sin
ess • Grow your
business
• Increased Sales or Collections
In summary – benefits of a hosted service
In association with
Try the OnDemand Return on Investment Calculator
http://ondemand.magneticnorth.com
Increase productivity
by up to 400%
The ROI challenge
In association with
Dave
IT Manager
Anna
Department
Manager
Keith
Team Leader
Rose
Call Advisor
TelemarketingDebt
Collection
Welcome to Kale & Co.
In association with
Customer
Agent
Maximise
Dialler
Optimise
Recorder
Database
Call Recording
Call and Agent
Data Tagging
Integrated call recording
In association with
Inbound calls routed
through Optimise to customer ACD as normal
API Call starts
Payment Detail
Collection in the Cloud
Caller enters DTMF while Agent hears
comfort tones. DTMF is surpressed in Recording
Payment details
transferred via XML API
Optimise Advanced PCI Module
In association with
Customer
Call Centre
Maximise
Dialler
Optimise
Recorder•IVR
•Auto Attendant
•Music on Hold
•Voicemail
•Conference Calls
•Salesforce Integration
Hosted PBX
Office SoftphoneOffice Deskphone
Hosted PBX for your back-office
In association with
Screen Pop ActiveX
Web Services API
XML Reporting Services
XML Integration
OndemandWeb
Interface
Our Toolbar
Pops in to your App
Full integrated
to your app
Integration into business applications
In association with
Integration data flows
Customer
CRM Application
Maximise
Application
Customer
CRM Database
Maximise Dialler
Database
Calling List Data
CSV / FTP / XML
End of Day – No Contact
CSV / XLS / FTP / Email / XML
Agent Desktop
Maximise Toolbar
Customer CRM Client
Call Trigger
Call Results
Macro
XML
ActiveX
Updated
Data
Customer
Data
Customer Data External Marketing Data
Voice Path
In association with
Tel Type Column Labels
Row Labels Landline Mobile Grand Total
Dials 182081 293724 475805
Connects 30079 66886 96965
Contacts 24858 49908 74766
Telemarketable 17899 35039 52938
Sales 108 220 328
Connect Rate 16.5% 22.8% 20.4%
Contact % of Connects 82.6% 74.6% 77.1%
Tekemarketable % of Connects 59.5% 52.4% 54.6%
Sales % of Contacts 0.43% 0.44% 0.44%
Sales % of Telemarketables 0.60% 0.63% 0.62%
Not
Ready %
Talk %
of
Ready
Time
Wrap %
of
Ready
Time
Wait %
of
Ready
Time
Avg Talk
Time
(secs)
Avg
Wrap
Time
(secs)
Avg
Wait
Time
(secs)
Calls
per Hr
DMC's
per Hr
DMC %
of Calls
Sales %
of
DMC's
SPHData/DMC
Cost per Sale
14.1% 73.3% 0.5% 25.5% 78 1 27 13.6 7.7 56.4% 4.47% 0.34 £6.71
16.5% 77.4% 1.0% 21.1% 76 1 21 14.6 9.0 61.8% 2.91% 0.26 £10.32
13.6% 80.4% 1.2% 17.8% 73 1 16 15.8 8.3 52.7% 3.79% 0.32 £7.92
12.8% 82.4% 0.7% 16.5% 71 1 14 16.8 8.7 51.6% 3.79% 0.33 £7.92
15.9% 81.0% 0.9% 17.7% 76 1 17 15.4 7.8 50.4% 5.03% 0.39 £5.96
13.6% 80.5% 0.7% 18.2% 78 1 18 14.9 7.9 53.1% 5.39% 0.43 £5.57
14.3% 76.8% 4.5% 18.0% 78 5 18 14.1 7.2 50.8% 5.66% 0.41 £5.30
15.0% 77.0% 2.5% 20.0% 135 4 35 8.2 3.4 41.7% 22.95% 0.79 £1.31
16.0% 80.5% 1.0% 18.0% 63 1 14 18.3 9.0 49.4% 1.96% 0.18 £15.34
16.1% 80.3% 0.8% 18.4% 65 1 15 17.9 8.9 49.9% 1.94% 0.17 £15.49
14.4% 80.9% 0.6% 17.8% 64 0 14 18.3 9.2 50.4% 1.82% 0.17 £16.50
Deep-dive analysis examples
In association with
Call Answered
Play Robotic Agent Message
Agent Not Available -
Play Abandon Message
Agent Available –Present Call
Progress Account? Transfer to Verifier
Answer Machine
- Play Auto Message
- Retry
Robotic
Agents
Advanced call-handling options
In association with
Automatic
Text-to-SpeechAgents
Hello, this is a call for
[customerName]
regarding your order
for [productName]...
Fully automated robotic dialling
In association with
Integrated IVRIntegrated
Conference Server
Transfer to Agent or Queue
Queue Priortiy
Auto Abandon Callback
Robotic Voicemail Messages
Record/Manage Prompts by
Phone
Dashboard Enhancements
Call Results Viewer w/ Recording Playback
Integrated Advanced PCI Card Payments
Enhanced Scripting
Reporting & Excel Tool
Enhancements
Flexible Realtime Stats Window
RC130 new features!
In association with
New Realtime Dashboards
• iPad/iPhone/Android Clients
• Configurable Thresholds
• Email/SMS Alerts
New Sorting and Filtering Tools
• Slice and Dice Campaigns Cross-browser Compatibility
Intelligent Robotic Agent
• Inbound/Outbound
• Text to Speech
Email and Web Chat Blended Workflows
Dialling Algorithm Enhancements
Toobar Web API
Roadmap – Summer 2013
In association with
Skill-based email/chat queues
Direct to queues based on
subject/content (e.g. ”help”, ”buy”)
Route email replies to same
agent
Auto-suggest ”canned”
responses / templates
Conversation history archive and reporting
Integrated spell-check
Transfer chat/email to other
agent
Supervisor reply/divert
Pre-chat surveysIn-queue
treatments for chat
Divert chat to email when busy/closed
Optimise integration
Email / web-chat features
In association with
Agent 1
•Sales Chat Skill 1•Max Chat 5
•Sales Email Skill 1
•Sales Voice Skill 2
Agent 2
•Sales Chat Skill 2•Max Chat 1
•Sales Email Skill 2
•Sales Social Skill 3
•Sales Voice Skill 1
Agent 3
•Support Chat Skill 1•Max Chat 5
•Support Email Skill 2
•Support Social Skill 2
•Sales Voice Skill 2
Cust 1 Cust 2 Cust 3 Cust 4 Cust 5 Cust 6
Sales
Chat
Q
In queue
treatment
Support
Chat Q
In queue
treatments
Sales
Q
Sales
Socia
lQ
Sales
Voice
Q
SupportEmail
Q
SupportSocial
Q
SupportVoice
Q
Agent 3
•Sales Chat Skill 3•Max Chat 1
•Sales Social Skill 3
•Sales Voice Skill 1
Agent 3
•Support Email Skill 2•Support Social Skill 2
•Support Voice Skill 1
In association with
Staff Forecasting
Tool
Multi-level Outcomes
Landline Number
Screening
Dynamic Inbound Call
Routing
Speech Detection for
IVR
Roadmap – Autumn 2013
In association with
In-line Tele-Appending
Intelligent In-Queue Callback
Social Media Integration
(Facebook, Twitter)
Pre-recorded Agent Greetings
(Inbound/Outbound)
Roadmap – Winter 2013
In association with
SalesforceLeads
Upload to Maximise
Execute Call Campaign
Update Results to Salesforce
Follow-up in Salesforce
Salesforce.com integration
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