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

Maximise Inbound

11

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

Scripted agent work-flows

In association with

Agent status and alerts

In association with

Play Greeting or Straight to

QueuePlay Music

Second Announcement

Music until Answer

Inbound call flows

In association with

Inbound voice menus

17

Multiple Menus

Night Service

Timeout Actions

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

Realtime dashboards

In association with

Ad-Hoc Reports

Scheduled Reports

XML

Services

Historical reports

In association with

Maximise Outbound

22

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

Increase productivity with predictive dialling...

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

3%

Compliance assured

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

Mobile screening

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

Call outcomes and callbacks

In association with

Call notes and history

In association with

Flexible campaign management

In association with

Flexible campaign management

In association with

Magnetic North

Datacentre

Maximise

OnDemand

Web UI

Upload

Scheduled FTP

Import + Export

Realtime

XML Web API

Realtime

Kill-Call API

Scheduled

Email

Flexible data import/export

In association with

Simple calling list management

In association with

Powerful call outcome management

In association with

Rescheduled calls management

In association with

Retry strategy management

In association with

SMS Only

Campaigns

Final

Contact

Email + SMS

Initial

SMS

SMS & email messaging

In association with

Your Magnetic North Solution

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

How does it work?

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

Security Reliability

Cloud confidence

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

Bringing it all together

57

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

Open forum for questions

In association with

Maximise demonstration

In association with

Dave

IT Manager

Anna

Department

Manager

Keith

Team Leader

Rose

Call Advisor

TelemarketingDebt

Collection

Welcome to Kale & Co.

In association with

Keith

Team

Leader

Logging in...

In association with

Creating a campaignKeith

Team

Leader

In association with

Keith

Team

Leader

Schedule a campaign

In association with

Keith

Team

Leader

Selection criteria

In association with

Keith

Team

Leader

Import Calling List

In association with

Keith

Team

Leader

Start the campaign

In association with

Rose

Call AdvisorAgent login

In association with

Rose

Call AdvisorTaking a call

In association with

Rose

Call AdvisorMaking a call (manual dial)

In association with

Rose

Call AdvisorAgent dashboard

In association with

Anna

Dept ManagerManager login

In association with

Anna

Dept ManagerManager dashboards

In association with

Anna

Dept ManagerCampaign statistics

In association with

Anna

Dept ManagerSelecting historical reports

In association with

Anna

Dept ManagerViewing a report

In association with

Customer

Agent

Maximise

Dialler

Optimise

Recorder

Database

Call Recording

Call and Agent

Data Tagging

Integrated call recording

In association with

Find evaluate improve monitor

In association with

Fully integrated dialler data

In association with

Deep quality analysis & reporting

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

Additional backup information

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

Outbound Inbound

Inbound / outbound call blending

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

Agent Scripting

In association with

Scripting colour-themes

In association with

How does it work?

In association with

Simple, informative billing

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

Email and web-chat integration

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

Email

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

Maximise for Salesforce.com

In association with

SalesforceLeads

Upload to Maximise

Execute Call Campaign

Update Results to Salesforce

Follow-up in Salesforce

Salesforce.com integration

In association with

Add leads/contacts to campaigns

In association with

Manage campaigns

In association with

Blended

inbound

calls

Agent workflow

In association with

Integrated realtime dashboards

In association with

Integrated reports

In association with

Maximise for

Microsoft Dynamics

In association with

Seamless integration

In association with

Other Integrations

In association with

TalkTalk - Workbench