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Product Overview

KIVA Group, Inc. +1 603.641.5482 [email protected] www.kivagroup.com

KIVA Respect™ 7 unified Contact Center (uCC)

The availability of customer service over the phone, your website, via email or through an Telebanking IVR application is a fundamental expectation of most sophisticated financial services customers or members. If you have ever been trapped in an unfriendly IVR, you know that how well an institution is able to deliver service across these channels has become a competitive differentiator. In the very near future, an institution’s growth and profitability will become increasingly dependent on having an effective approach to customer sales and service that is personalized across all channels.

From now into the forseeable future your institution’s ability to acquire and retain successful customer relationships depends upon how effectively it can exceed customer expectations with each interaction via their channel(s) of choice; whether phone, mobile, web, email or branch. Sales success will continue to be determined by service success—and our KIVA Respect™ 7 solutions help you achieve both.

Open Technology Architecture

KIVA Respect 7 unifies all interactions with your customers whether face-to-face or through technology-based channels. Our unified Contact Center (uCC) is a multi-channel solution that utilizes VoIP and a flexible Microsoft .NET infrastructure that shares functions across all interaction channels with a common:

Web technology architecture to minimize costs and maximize accessibility.

Financial services data model and transaction sets for rapid and inexpensive rollout of custom applications.

Customer contact database for logging the details of all interactions and using that information in delivering service and personalized sales approaches.

Universal work queue to balance service delivery resources across all channels while maintaining service level commitments.

uSupervisor that provides centralized, real-time oversight and controls to optimize service levels and staff performance with full alert escalation messages and condition notification.

Enterprise workflow for enabling fulfillment of customer service across the organization, sales referral follow-up and performance management.

Intelligent routing for rules-based delivery of specific skills and special capabilities to any one or all interactions in order to apply the right resources at the right place and time.

Enterprise service bus dynamically links all channel technologies with existing data sources as well as other customer support applications.

Personalization rules engine to use knowledge about each customer’s needs and interests when delivering service or selling bank products on any channel, at any time.

FAQ, product and resource directory databases to enable single call resolution of requests and issues.

Development and support tool kit for rapid creation of new functions and maintenance of all channel applications through user friendly drag and drop technology.

Product Overview



Advanced publishing technology that manages report scheduling requests and auto-distribution to email recipients, your intranet or exported to various file types and printers.

Set of reports for real-time and historical reporting on the performance of people, products and processes with the ability to build ah-hoc queries.

Digital voice recorder that records conversations “always”, “on-demand” or “event controlled” and stores them in the contact database along with other details of each integration.

Remote agent support supports employees who work from home.

Unparalleled Contact Center Functionality

Respect 7 uCC is a blended solution; meaning that you can conduct both inbound and outbound activities simultaneously. A powerful uSupervisor module provides control over customer service representatives (CSR) assignments (campaigns) and real-time performance monitoring of the total environment. So, depending on the volume of interactions, individual workloads and service level standards can be adjusted by CSR, channel, or campaign. While inbound service phone calls may take priority, CSRs can also be engaged in campaigns requiring outbound calling or email responses based on their skills, such as language or product knowledge. Regardless of the activity, uCC intelligently balances the work load for all agents. The solution provides the following customer service functions:

Customer “screen pops” link the call with a profile of the relationship with full CTI functionality. Data from host applications is combined with data from the contact database to show account summaries, contact history, personalized sales messages and scripted prompts for the CSR.

Quick access buttons to find product information, resource directories, rates and fees, FAQ responses and web information improve CSR productivity and give them the ability to resolve customer issues and requests in a single call.

Financial transactions for account maintenance, transfers, payments and more, all fully integrated with host applications.

Sales messages and cross-selling prompts based on personalized data ensure CSRs are providing customers with the most up-to-date product information and promotions.

Referrals and prospect management with routing, calendaring, follow-up ticklers, escalation and management oversight to achieve sales and relationship development strategies.

Problem and issue resolution with automated and ad-hoc routing across the enterprise, service-level policy routing rules and escalation to management based on defined service levels and customer personalization rules.

Web support to manage web form requests, live web chat, call back, call later, voice, web conferencing or full web collaboration for co-browsing, assisted form filling, etc.

Call control from both the switch and at the desktop. Calls are routed based on a variety of conditions including DNIS, personalization rules, skills required and more. CSRs have soft phone controls including the ability to transfer both voice and data.

Product Overview



Email management with customized auto acknowledgement, content routing, advanced filters, spell checking, access to LDAP directory services and message escalation, handle simultaneous transactions and full access to all Respect 7 infrastructure resources. Pre-defined email responses ensure consistency of communication to your customers.

Respect 7 IVR provides a full range of functionality including Telebanking, personalization and out-bound IVR calling initiatives along with traditional IVR functions. Customer data, phone conversation and contact history are transmitted to the next available agent with a screen-pop.

Respect 7 Integration Server provides the ability to integrate to most existing IVR systems.

Multi-site support allows you to operate geographically disbursed sites as a unified contact site.

Respect 7 for Face-to-Face Interactions

Service Delivery and Contact Management for all of your customer-facing employees is the foundation for managing customer relationships (CRM). uCC enables your organization to log details of customers issues and requests. You can also set ticklers for follow-up, generate automatic alerts to management and escalate if service levels are not met.

unified Sales Management (uSM) starts with sales planning and incentive compensation plans for five levels of the organization. Sales tracking and performance measurement now occurs versus objectives. Referrals are generated for customers and prospects with routing and tracking against follow-up policies. Automated or ad-hoc routing, alerts and escalation maximize the closure of opportunities. Databases with FAQ responses, product details and customer information provide for personalized service and sales approaches across multiple channels.

unified Wrapper Desktop. As the newest functional implementation of uSM, the Wrapper provides integration with your existing desktop applications if you choose, or it can deliver a full screen as the desktop with navigation links to other applications. We choose to adapt our approach to your requirements and preferences—and the flexibility of our solution technology makes it all possible. Rather than throw out everything you have today and start over, with our solutions you can keep in place the things that work well and build on your investments with new functions and extended practices. The result is greater user acceptance of the new technology and faster time to market for your institution.

unified Teller (uT) has a dynamic GUI that builds personalized transactions based on the customer’s account and the data being entered. A user-friendly set of teller transactions is fully integrated with online host applications. In addition, tellers become part of the customer sales and service delivery strategy by logging service requests, presenting personalized sales and service messages and generating product referrals.

Product Overview



Business Development utilizes the contact database, routing, workflow, personalization and host integration to build relationship profiles for commercial, government and professional customers. Pipeline management, call reporting and automated account follow-up support the activities of officers with real-time views for management.

Deployment Approach

KIVA Group’s implementation methodology has been developed throughout the more than 25 years that our team has been deploying retail delivery solutions. Our Best Practical Performance™ approach to capturing your custom business requirements has proven for our customer institutions to be a very efficient and effective aspect of their projects—and the key to high user acceptance.

We fundamentally believe that only by engaging your user community through partnership, user participation, collaboration and communication can any new technology be successfully deployed. Therefore, we work closely with you and your team to blend the institution’s current, day-to-day organizational processes and procedures with our software. As a result, you are able to extract the greatest value from our solutions—while preserving your institution’s own best practices. This distinct approach ultimately drives a successful deployment and a seamless transition to our technology. For more information about Best Practical Performance and how we kick-off all of our deployment projects please visit www.kivagroup.com.

Technology Architecture

KIVA Respect™ 7 unified Contact Center© Copyright 2011

About KIVA GroupKIVA Group is a global provider of unified customer interaction and experience management software that helps financial institutions to integrate and optimize their multiple delivery channels to achieve sales success through exceptional service. Respect™ 7, the company’s technology platform and suite of applications, is enabling institutions worldwide to connect the customer, product and services information they need to create a more satisfying experience with each interaction. These teller, branch, internet, call center, IVR, marketing and sales software products can be implemented as point solutions or as part of a strategic initiative to completely unify the enterprise.

Technology Infrastructure Requirements

WAN & LAN: TCP/IP for Voice & DataTelephony Server: Intel running AIX, Linux or Windows ServerDatabase Server: Intel running AIX, Linux or Windows ServerIntegration Server: Intel running Windows .NETWorkstations: Windows client running Internet Explorer

IVR: Respect IVR on Windows 2003 or API to legacy IVRPBX: TAPI, VoIP Gateway. Supporting Avaya, Nortel, Siemens, Alcatel, Philips, Ericsson, Cisco, Digitro and Altitude VoIP PBXEmail: Pop 3 and SMTP Server IntegrationDatabase: Oracle or Microsoft SQL Server

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