<h2>Value Proposition</h2>
<p class="p1"><span class="s1">Convoso is a contact center software solution that combines an auto dialer which improves contact rates by 3x with conversational AI that drives more sales.</span></p>
<h2>Case Study</h2>
<div style="mso-element: para-border-div; border: none #E5E7EB 1.0pt; mso-border-alt: none #E5E7EB 0in; padding: 0in 0in 0in 0in;">
<p class="MsoNormal" style="margin-bottom: 12.0pt; border: none; mso-border-alt: none #E5E7EB 0in; padding: 0in; mso-padding-alt: 0in 0in 0in 0in; mso-border-between: 0in none #E5E7EB; mso-padding-between: 0in;"><span lang="EN" style="color: #1a1919;">Medigap Life is a Medicare provider that connects customers across the United States with insurance that meets their needs. Based in Florida, the company&rsquo;s call center employs more than 500 agents who handle both inbound and outbound calls. As Medigap Life scaled up its operation, the company struggled to reach prospective policyholders while using the dialer systems of both ChaseData (now DialedIn) and VICIdial. After switching to Convoso, the company saw immediate and dramatic results in outbound campaigns:</span></p>
</div>
<div style="mso-element: para-border-div; border: none #E5E7EB 1.0pt; mso-border-alt: none #E5E7EB 0in; padding: 0in 0in 0in 0in; margin-left: .25in; margin-right: 0in;">
<p class="MsoNormal" style="margin-left: .25in; text-indent: -.25in; mso-list: l0 level1 lfo1; border: none; mso-border-alt: none #E5E7EB 0in; padding: 0in; mso-padding-alt: 0in 0in 0in 0in; mso-border-between: 0in none #E5E7EB; mso-padding-between: 0in; padding-bottom: 0in; mso-padding-bottom-alt: 0in; border-bottom: 0in none #E5E7EB; mso-border-bottom-alt: 0in none #E5E7EB;"><span lang="EN" style="color: #1a1919;"><span style="mso-list: Ignore;">●<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span lang="EN" style="color: #1a1919;">300% revenue growth over one year</span></p>
<p class="MsoNormal" style="margin-left: .25in; text-indent: -.25in; mso-list: l0 level1 lfo1; border: none; mso-border-alt: none #E5E7EB 0in; padding: 0in; mso-padding-alt: 0in 0in 0in 0in; mso-border-between: 0in none #E5E7EB; mso-padding-between: 0in; padding-top: 0in; mso-padding-top-alt: 0in; padding-bottom: 0in; mso-padding-bottom-alt: 0in; border-bottom: 0in none #E5E7EB; mso-border-bottom-alt: 0in none #E5E7EB;"><span lang="EN" style="color: #1a1919;"><span style="mso-list: Ignore;">●<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span lang="EN" style="color: #1a1919;">80% increase in contact rate</span></p>
<p class="MsoNormal" style="margin-left: .25in; text-indent: -.25in; mso-list: l0 level1 lfo1; border: none; mso-border-alt: none #E5E7EB 0in; padding: 0in; mso-padding-alt: 0in 0in 0in 0in; mso-border-between: 0in none #E5E7EB; mso-padding-between: 0in; padding-top: 0in; mso-padding-top-alt: 0in; padding-bottom: 0in; mso-padding-bottom-alt: 0in; border-bottom: 0in none #E5E7EB; mso-border-bottom-alt: 0in none #E5E7EB;"><span lang="EN" style="color: #1a1919;"><span style="mso-list: Ignore;">●<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span lang="EN" style="color: #1a1919;">60% fewer DIDs labeled as spam</span></p>
<p class="MsoNormal" style="text-indent: -.25in; mso-list: l0 level1 lfo1; border: none; mso-border-alt: none #E5E7EB 0in; padding: 0in; mso-padding-alt: 0in 0in 0in 0in; mso-border-between: 0in none #E5E7EB; mso-padding-between: 0in; padding-top: 0in; mso-padding-top-alt: 0in; margin: 0in 0in 24.0pt .25in;"><span lang="EN" style="color: #1a1919;"><span style="mso-list: Ignore;">●<span style="font: 7.0pt 'Times New Roman';">&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></span><span lang="EN" style="color: #1a1919;">40% fewer voicemails sent to agents</span></p>
</div>
<h2>Questions to Determine Fit</h2>
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<ol>
<li><span lang="EN" style="color: #1a1919;">Has your contact rate been steadily decreasing?</span></li>
<li><span lang="EN" style="color: #1a1919;">Are you wrestling with low agent retention and satisfaction?</span></li>
<li><span lang="EN" style="color: #1a1919;">Are you spending more and more on leads every month?</span></li>
<li><span lang="EN" style="color: #1a1919;">Are you struggling to convert leads and close deals?</span></li>
<li><span lang="EN" style="color: #1a1919;">Can you afford to keep running your contact center at a loss?</span></li>
</ol>
</div>

Trail Guide: Convoso

<h2>Value Proposition</h2>
<p><span class="TextRun SCXW113651357 BCX0" lang="EN" xml:lang="EN" data-contrast="none"><span class="NormalTextRun SCXW113651357 BCX0">Pure CallerID is an outbound engagement platform that drives right party contact, conversion and compliance.</span></span><span class="EOP SCXW113651357 BCX0" data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></p>
<h2>Case Study</h2>
<p class="p1"><span class="TextRun SCXW159953261 BCX0" lang="EN" xml:lang="EN" data-contrast="none"><span class="NormalTextRun SCXW159953261 BCX0">A</span><span class="NormalTextRun SCXW159953261 BCX0"> national healthcare company</span> <span class="NormalTextRun SCXW159953261 BCX0">faced challenges with its outbound efforts. </span><span class="NormalTextRun SCXW159953261 BCX0">Contact rates were low. And time was wasted with bad leads. </span><span class="NormalTextRun SCXW159953261 BCX0">With Pure CallerID, the company&rsquo;s a</span><span class="NormalTextRun SCXW159953261 BCX0">gents </span><span class="NormalTextRun SCXW159953261 BCX0">experienced maximum productivity, </span><span class="NormalTextRun SCXW159953261 BCX0">achieving </span><span class="NormalTextRun SCXW159953261 BCX0">unprecedented outcomes while dialing significantly less due to reaching more viable leads. </span><span class="NormalTextRun SCXW159953261 BCX0">The contact rate skyrocketed from 9.1% to 16.43%.</span><span class="NormalTextRun SCXW159953261 BCX0"> Wait time fell from 32% to 8</span><span class="NormalTextRun SCXW159953261 BCX0">%. And agent talk time &mdash; essential to meaningful engagement &mdash; more than doubled. The company achieved all of this while</span><span class="NormalTextRun SCXW159953261 BCX0"> reducing telephony costs.</span><span class="NormalTextRun SCXW159953261 BCX0">&nbsp;</span></span><span class="EOP SCXW159953261 BCX0" data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></p>
<h2>Questions to Determine Fit</h2>
<ol>
<li class="Paragraph SCXW90501819 BCX0"><span class="TextRun SCXW90501819 BCX0" lang="EN" xml:lang="EN" data-contrast="none"><span class="NormalTextRun SCXW90501819 BCX0">How many outbound calls do</span><span class="NormalTextRun SCXW90501819 BCX0"> you make each</span><span class="NormalTextRun SCXW90501819 BCX0"> month?</span> <span class="NormalTextRun SCXW90501819 BCX0">W</span><span class="NormalTextRun SCXW90501819 BCX0">hat difference would it make if you could</span> <span class="NormalTextRun SCXW90501819 BCX0">ensure that every single call reaches an active user and shows up cleanly on the mobile/landline and </span><span class="NormalTextRun SCXW90501819 BCX0">SMS</span><span class="NormalTextRun SCXW90501819 BCX0"> front</span><span class="NormalTextRun SCXW90501819 BCX0">?</span></span><span class="EOP SCXW90501819 BCX0" data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li>
<li class="Paragraph SCXW90501819 BCX0"><span class="TextRun SCXW90501819 BCX0" lang="EN" xml:lang="EN" data-contrast="none"><span class="NormalTextRun SCXW90501819 BCX0">How many brands and how many records (leads) </span><span class="NormalTextRun SCXW90501819 BCX0">do you call</span><span class="NormalTextRun SCXW90501819 BCX0"> on a month?</span> <span class="NormalTextRun SCXW90501819 BCX0">(Example</span><span class="NormalTextRun SCXW90501819 BCX0">: </span><span class="NormalTextRun SCXW90501819 BCX0">company makes 10M outbound calls, but is calling on 4M leads</span><span class="NormalTextRun SCXW90501819 BCX0">.)</span></span><span class="EOP SCXW90501819 BCX0" data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li>
<li class="Paragraph SCXW90501819 BCX0"><span class="TextRun SCXW90501819 BCX0" lang="EN" xml:lang="EN" data-contrast="none"><span class="NormalTextRun SCXW90501819 BCX0">Are </span><span class="NormalTextRun SCXW90501819 BCX0">you </span><span class="NormalTextRun SCXW90501819 BCX0">having issues with </span><span class="NormalTextRun SCXW90501819 BCX0">your </span><span class="NormalTextRun SCXW90501819 BCX0">outbound numbers being blocked and spam tagged?</span></span><span class="EOP SCXW90501819 BCX0" data-ccp-props="{&quot;201341983&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li>
<li class="Paragraph SCXW90501819 BCX0"><span class="TextRun SCXW90501819 BCX0" lang="EN" xml:lang="EN" data-contrast="none"><span class="NormalTextRun SCXW90501819 BCX0">How do you check</span><span class="NormalTextRun SCXW90501819 BCX0"> compliance </span><span class="NormalTextRun SCXW90501819 BCX0">for your outbound calls?</span></span><span class="EOP SCXW90501819 BCX0" data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li>
<li class="Paragraph SCXW90501819 BCX0"><span class="TextRun SCXW90501819 BCX0" lang="EN" xml:lang="EN" data-contrast="none"><span class="NormalTextRun SCXW90501819 BCX0">What difference would it make to have</span><span class="NormalTextRun SCXW90501819 BCX0"> more engagement with </span><span class="NormalTextRun SCXW90501819 BCX0">your </span><span class="NormalTextRun SCXW90501819 BCX0">c</span><span class="NormalTextRun SCXW90501819 BCX0">ustomers </span><span class="NormalTextRun SCXW90501819 BCX0">not only through branded ID but with richer options such as being able to craft a custom SMS response</span><span class="NormalTextRun SCXW90501819 BCX0"> or</span><span class="NormalTextRun SCXW90501819 BCX0"> add </span><span class="NormalTextRun SCXW90501819 BCX0">one</span><span class="NormalTextRun SCXW90501819 BCX0">-way messaging campaigns?&nbsp;</span></span><span class="EOP SCXW90501819 BCX0" data-ccp-props="{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:276}">&nbsp;</span></li>
</ol>

Trail Guide: Pure CallerID

<h2>Value Proposition</h2>
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<p>Quiq&rsquo;s conversational CX platform helps reduce costs, improve CSAT and increase revenue by deploying AI assistants and a digital contact center powered by generative AI and large language models (LLMs).</p>
</div>
</div>
</div>
<h2>Case Study</h2>
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<p>Like many companies, the car insurance firm LOOP is struggling to keep service levels and quality high as it continues to grow. LOOP partnered with Quiq to improve upon its existing AI experience. The company&rsquo;s previous generation NLU bot was limited to pre-canned, static answers that were manually built. This led to customer dissatisfaction and low self-service rates. Realizing the need for a more advanced solution, LOOP partnered with Quiq to build a next-generation LLM-powered AI assistant that excels at comprehending human language and understanding nuances in questions.</p>
<p>Unlike their predecessors, these advanced assistants no longer rely solely on recognizing a single intent and providing a fixed answer. Instead, the assistants offer personalized and contextually relevant responses to customer inquiries to streamline the customer journey for policy quotes, updates, and payments. The results? LOOP saw a 3x increase in self-service rates vs. the NLP/NLU bot and a 55% reduction in email tickets. &ldquo;LOOP&rsquo;s AI Assistant is changing our business by transforming how customers interact with us,&rdquo; said John Henry, co-founder and co-CEO. &ldquo;Now they can find trustworthy, personalized answers without having to pick up the phone, while still getting the LOOP brand experience.&rdquo;</p>
</div>
</div>
</div>
<h2>Questions to Determine Fit</h2>
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<div class="column">
<ol>
<li>Do you need to reduce the number of customer interactions your contact center is handling?</li>
<li>Do you have initiatives to automate all of the negative-value, redundant conversations your agents are having with customers?</li>
<li>How will you achieve the customer service productivity objectives you&rsquo;ve been given when you&rsquo;re being asked to do more with less?</li>
<li>Has your leadership asked you to incorporate AI into your people, process and technology strategy?</li>
<li>If we were able to deliver a 50%-plus self-service rate to your customers, would that relieve the pressure currently on your call center and provide a better CSAT for your customers?</li>
</ol>
</div>
</div>
</div>

Trail Guide: Quiq

<h2>Value Proposition</h2>
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<p>IntelePeer simplifies automation so that organizations can quickly deploy AI-powered communications that improve customer experience, increase productivity, and lower costs.</p>
</div>
</div>
</div>
<h2>Case Study</h2>
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<p>An American private insurance company experienced difficulties with collections, high cost/low availability of agents, and low-value use of agent time. IntelePeer implemented outbound automation with AI streamlined payment reminders to increase cash flow. The result was improved operations and efficiency, increased revenue generation, and accelerated scalability. Within the first 90 days of implementation, the company increased revenue by $2.3 million. Additional results include:</p>
<ul>
<li>
<p>22% decrease in self-service payments, freeing up agents&rsquo; time.</p>
</li>
<li>
<p>24% increase in self-service payments.</p>
</li>
<li>
<p>Pipeline of new automation opportunities.</p>
</li>
</ul>
</div>
</div>
</div>
<h2>Questions to Determine Fit</h2>
<div class="page" title="Page 20">
<div class="layoutArea">
<div class="column">
<ol>
<li>What is your roadmap for integrating AI into your customer communications? And how will you measure success?</li>
<li>What simple, repetitive communication responsibilities would you like to offload?</li>
<li>If you were a consumer contacting your company, what are some of the gaps you would call out about your customer experience?</li>
<li>What technologies do you use to manage your contact center operations? How many contact center agents do you have? Do you use a BPO as well?</li>
<li>What is your level of comfort with AI and what it can do for companies?</li>
</ol>
</div>
</div>
</div>

Trail Guide: IntelePeer

<h2>Value Proposition</h2>
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<p>Dashbot is an AI-powered platform that makes conversational data visible and actionable, enabling organizations to understand the customer journey across multiple channels, deploy smart chatbots, and extract insights at scale.</p>
</div>
</div>
</div>
<h2>Case Study</h2>
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<p>In 2021, Dropbox launched a service chatbot to streamline requests. Dropbox partnered with Dashbot to overcome inefficiencies in manually analyzing the bot&rsquo;s customer journey and limited visibility into business performance. This collaboration enabled Dropbox to prioritize areas for continued improvement and optimizing NLP model performance. In six months, Dropbox achieved a noteworthy 43% reduction in unhandled bot conversations while bot adoption skyrocketed 15x. Buoyed by this success and Dashbot&rsquo;s design recommendations, Dropbox expedited the introduction of new use cases, including self-guided implementation and account management activities. Over the year, self-service for account upgrades tripled. Dropbox&rsquo;s partnership with Dashbot drove significant advancements in service efficiency, improved customer experience, and revenue-generating digital automation.</p>
</div>
</div>
</div>
<h2>Questions to Determine Fit</h2>
<div class="page" title="Page 14">
<div class="layoutArea">
<div class="column">
<ol>
<li><strong>Technology Strategy: </strong>How is chat (bot live and chatbots) integrated into your existing customer service processes? What business objectives are tied to these channels?</li>
<li><strong>Performance Metrics:</strong> What key performance indicators (KPIs) do you use to evaluate the success of your chatbot and live chat initiatives? Additionally, how do you monitor and adjust strategies based on these metrics?</li>
<li><strong>Adaptability to Customer Needs: </strong>How does your chatbot strategy adapt to changing customer preferences and evolving conversational trends?</li>
<li><strong>User Feedback Loop:</strong> What mechanisms do you have in place to collect and analyze user feedback from chat interactions? How is this feedback loop utilized to make continuous improvements to the chatbot and enhance the overall user experience?</li>
<li><strong>Cross-Channel Consistency:</strong> How do you ensure a consistent customer experience across various communication channels, including chat interfaces? What steps are taken to maintain coherence in messaging and service quality?</li>
</ol>
</div>
</div>
</div>

Trail Guide: Dashbot

<h2>Value Proposition</h2>
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<p><span class="TextRun SCXW15751338 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW15751338 BCX0">Omni Interactions</span><span class="NormalTextRun SCXW15751338 BCX0"> deliver</span><span class="NormalTextRun SCXW15751338 BCX0">s</span><span class="NormalTextRun SCXW15751338 BCX0"> an unmatched flexible, high-quality labor </span><span class="NormalTextRun SCXW15751338 BCX0">option</span><span class="NormalTextRun SCXW15751338 BCX0"> that allows you to flex up and down based on real</span><span class="NormalTextRun SCXW15751338 BCX0">-</span><span class="NormalTextRun SCXW15751338 BCX0">time volume, seasonal demands, or other unique requirements.&nbsp;</span></span><span class="EOP SCXW15751338 BCX0" data-ccp-props="{}">&nbsp;</span></p>
</div>
</div>
</div>
</div>
<div class="column is-4 is-5-desktop has-text-black media-column">
<div class="fresnel-greaterThanOrEqual-tablet image-observer loaded"><picture><source srcset="https://ik.imagekit.io/8x8/v3/assets/blte621f0a2bd0e9f69/bltb550d5de1d6b0e08/62901459d5f9386926e65910/contact-center-product-screen-primary-2.png?cache=d681ce7fc959fce9f2fbb5ae9cbca5b7&amp;tr=fo-auto,w-600"></picture></div>
</div>
<h2>Case Study</h2>
<div class="OutlineElement Ltr SCXW44999852 BCX0">
<p class="Paragraph SCXW44999852 BCX0"><span class="TextRun SCXW44999852 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW44999852 BCX0">In January of 2023, SafeRide Health</span><span class="NormalTextRun SCXW44999852 BCX0"> needed to partner with an outsourced provider of customer support </span><span class="NormalTextRun SCXW44999852 BCX0">to</span><span class="NormalTextRun SCXW44999852 BCX0"> solve </span><span class="NormalTextRun SCXW44999852 BCX0">challenges</span><span class="NormalTextRun SCXW44999852 BCX0"> around call volumes. </span><span class="NormalTextRun SCXW44999852 BCX0">The</span><span class="NormalTextRun SCXW44999852 BCX0"> company</span><span class="NormalTextRun SCXW44999852 BCX0"> w</span><span class="NormalTextRun SCXW44999852 BCX0">as</span><span class="NormalTextRun SCXW44999852 BCX0"> experiencing high-volume hours on Mondays and weekday mornings plus seasonal spikes.</span> <span class="NormalTextRun SCXW44999852 BCX0">Omni</span> <span class="NormalTextRun SCXW44999852 BCX0">launched with</span><span class="NormalTextRun SCXW44999852 BCX0"> 42 </span><span class="NormalTextRun SCXW44999852 BCX0">remote agents</span><span class="NormalTextRun SCXW44999852 BCX0">. In less than one month, after </span><span class="NormalTextRun SCXW44999852 BCX0">launching a new triage queue</span><span class="NormalTextRun SCXW44999852 BCX0">, </span><span class="NormalTextRun SCXW44999852 BCX0">the company</span> <span class="NormalTextRun SCXW44999852 BCX0">had an urgent need for more than 300 people.</span><span class="NormalTextRun SCXW44999852 BCX0"> With</span><span class="NormalTextRun SCXW44999852 BCX0"> an active </span><span class="NormalTextRun SCXW44999852 BCX0">network</span> <span class="NormalTextRun SCXW44999852 BCX0">of more than</span><span class="NormalTextRun SCXW44999852 BCX0"> 75</span><span class="NormalTextRun SCXW44999852 BCX0">,000</span><span class="NormalTextRun SCXW44999852 BCX0"> remote </span><span class="NormalTextRun SCXW44999852 BCX0">workers</span><span class="NormalTextRun SCXW44999852 BCX0"> with healthcare experience, Omni easily filled the shifts, adding over 300 people in just </span><span class="NormalTextRun SCXW44999852 BCX0">five</span><span class="NormalTextRun SCXW44999852 BCX0"> days.&nbsp;</span></span> &nbsp;</p>
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<p class="Paragraph SCXW44999852 BCX0"><span class="TextRun SCXW44999852 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW44999852 BCX0">Omni effortlessly scale</span><span class="NormalTextRun SCXW44999852 BCX0">s</span><span class="NormalTextRun SCXW44999852 BCX0"> remote workers up and down to meet demand</span><span class="NormalTextRun SCXW44999852 BCX0"> and </span><span class="NormalTextRun SCXW44999852 BCX0">schedules shifts in 30-minute increments for more </span><span class="NormalTextRun SCXW44999852 BCX0">accurate</span><span class="NormalTextRun SCXW44999852 BCX0"> forecasting and efficiency.</span> <span class="NormalTextRun SCXW44999852 BCX0">SafeRide Health</span><span class="NormalTextRun SCXW44999852 BCX0"> was impressed that Omni could scale up to meet </span><span class="NormalTextRun SCXW44999852 BCX0">the company&rsquo;s </span><span class="NormalTextRun SCXW44999852 BCX0">call volume in such a short amount of time</span><span class="NormalTextRun SCXW44999852 BCX0">. </span><span class="NormalTextRun SCXW44999852 BCX0">&ldquo;Omni is a true partner. I appreciate their speed to meet our increase in call volumes</span><span class="NormalTextRun SCXW44999852 BCX0">,&rdquo; said </span><span class="NormalTextRun SCXW44999852 BCX0">a senior leader</span><span class="NormalTextRun SCXW44999852 BCX0">. </span><span class="NormalTextRun SCXW44999852 BCX0">&ldquo;</span><span class="NormalTextRun SCXW44999852 BCX0">They flexed from 40 to 300 workers in just </span><span class="NormalTextRun SCXW44999852 BCX0">five</span><span class="NormalTextRun SCXW44999852 BCX0"> days.&rdquo;&nbsp;</span></span><span class="EOP SCXW44999852 BCX0" data-ccp-props="{}">&nbsp;</span></p>
</div>
<div class="OutlineElement Ltr SCXW44999852 BCX0">
<p class="Paragraph SCXW44999852 BCX0"><span class="TextRun SCXW44999852 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW44999852 BCX0">In addition to speed and flexibility, Omni&rsquo;s skilled workers are </span><span class="NormalTextRun SCXW44999852 BCX0">providing</span><span class="NormalTextRun SCXW44999852 BCX0"> high-quality services to citizens in need.</span> <span class="NormalTextRun SCXW44999852 BCX0">Omni is expanding its </span><span class="NormalTextRun SCXW44999852 BCX0">footprint</span><span class="NormalTextRun SCXW44999852 BCX0"> to Puerto Rico to support </span><span class="NormalTextRun SCXW44999852 BCX0">additional</span> <span class="NormalTextRun SCXW44999852 BCX0">de</span><span class="NormalTextRun SCXW44999852 BCX0">livery needs</span><span class="NormalTextRun SCXW44999852 BCX0"> for SafeRide Health.&nbsp;</span></span><span class="EOP SCXW44999852 BCX0" data-ccp-props="{}">&nbsp;</span></p>
</div>
<h2>Questions to Determine Fit</h2>
<ol>
<li><span class="TextRun SCXW89404392 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW89404392 BCX0"><strong>Challenge:</strong> Are you currently struggling with labor shortages in your contact center or other areas of the business?</span></span><span class="EOP SCXW89404392 BCX0" data-ccp-props="{}">&nbsp;</span></li>
<li><span class="EOP SCXW89404392 BCX0" data-ccp-props="{}"><span class="TextRun SCXW204504755 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW204504755 BCX0"><strong>Flexibility:</strong> Do you need to add more flexibility to the business/contact center</span> <span class="NormalTextRun SCXW204504755 BCX0">on a daily/weekly/seasonal basis?&nbsp;</span></span><span class="EOP SCXW204504755 BCX0" data-ccp-props="{}">&nbsp;</span></span></li>
<li><span class="EOP SCXW89404392 BCX0" data-ccp-props="{}"><span class="EOP SCXW204504755 BCX0" data-ccp-props="{}"><span class="TextRun SCXW59291778 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW59291778 BCX0"><strong>Onsite or Remote: </strong>Is the need for more flexibility on site (task</span><span class="NormalTextRun SCXW59291778 BCX0">-</span><span class="NormalTextRun SCXW59291778 BCX0">based) or can it be done by a remote team?</span></span><span class="EOP SCXW59291778 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></li>
<li><span class="EOP SCXW89404392 BCX0" data-ccp-props="{}"><span class="EOP SCXW204504755 BCX0" data-ccp-props="{}"><span class="EOP SCXW59291778 BCX0" data-ccp-props="{}"><span class="TextRun SCXW72255226 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW72255226 BCX0"><strong>Staffing Optimization:</strong> Are there certain times of the day/week or tasks that can be done by a fractional worker that would bring more efficiency </span><span class="NormalTextRun SCXW72255226 BCX0">t</span><span class="NormalTextRun SCXW72255226 BCX0">o the overall delivery of your business?&nbsp;</span></span><span class="EOP SCXW72255226 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></li>
<li><span class="EOP SCXW89404392 BCX0" data-ccp-props="{}"><span class="EOP SCXW204504755 BCX0" data-ccp-props="{}"><span class="EOP SCXW59291778 BCX0" data-ccp-props="{}"><span class="EOP SCXW72255226 BCX0" data-ccp-props="{}"><span class="TextRun SCXW136993654 BCX0" lang="EN-US" xml:lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW136993654 BCX0"><strong>Scale:</strong> How many hours or people are needed to alleviate the </span><span class="NormalTextRun SCXW136993654 BCX0">challenge?&nbsp;</span></span><span class="EOP SCXW136993654 BCX0" data-ccp-props="{}">&nbsp;</span></span></span></span></span></li>
</ol>

Trail Guide: Omni Interactions

<h2>Value Proposition</h2>
<p class="MsoNormal">Glia is an interaction platform that enables companies to acquire more leads and increase online conversions through a seamless combination of phone, chat, video, SMS, and co-browsing. With Glia, companies are able to identify high-value website visitors or inbound communication requests and proactively reach out.&nbsp;</p>
<h2>Case Study</h2>
<p class="p1">Harvard University Employees Credit Union (HUECU) began to explore digital-first options several years ago. The credit union was looking for a better way to support members who move out of the area. HUECU wanted a virtual assistant that could quickly deliver answers for routine, commonly asked questions and also provide after-hours support. It was crucial that the chatbot could easily transition members to a live representative.</p>
<p class="p1">Unifying Glia call center and digital customer service, the conversational chatbot 'Ivy' enabled seamless interactions across all channels. And the single member service platform streamlined training, administration, and reporting, delivering significant efficiencies. The results were a 43% increase in total interactions with a 65% decrease in the average wait time. On-screen collaboration, including co-browsing, has been especially helpful for more complex issues, such as reviewing a loan application or helping a member find online resources.</p>
<p class="p1">&ldquo;Moving from our old, linear phone system to Glia&rsquo;s integrated, holistic interaction platform has allowed us to not only upgrade our call center but add in digital channels and our automated Ivy self-service feature. This has been a game-changer and also sets us up for future solutions to support our members, whether they are local, here in Massachusetts, or have moved out of the area. We are continuously looking for ways to make it easier and more efficient for them,&rdquo; said Emilio Passariello, HUECU's assistant vice president for support.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li><span lang="EN" style="color: black;">What are the biggest challenges you experience when supporting your members or customers online and through your call center?</span></li>
<li><span lang="EN" style="color: black;">What customer service channels do you offer your members or customers today? Can a customer or member seamlessly switch between channels when engaging with your call center?</span></li>
<li><span lang="EN" style="color: black;">What initiatives are you pursuing to reduce your call times and improve your customer satisfaction ratings?</span></li>
<li><span lang="EN" style="color: black;">Could you describe any problems you&rsquo;re experiencing with online account opening or loan application abandonment? What steps have you taken to resolve these problems and increase deposits and loan applications?</span></li>
<li><span lang="EN" style="color: black;">How much time do your agents spend on trivial or low-value support transactions? What steps are you taking to enable engagement on high-value issues? </span></li>
</ol>

Trail Guide: Glia

<h2>Value Proposition</h2>
<p class="MsoNormal">Red Spot Interactive (RSI) is patient engagment software for medical practices that helps acquire, retain, and communicate with patients, with automated lead follow-up to convert more leads into paying patients and appointment scheduling to make things easier for patients.</p>
<h2>Case Study</h2>
<p>Fayetteville Plastic Surgery is a high-volume plastic surgery practice with two locations in North Carolina. With multiple providers, patient coordinators, and locations, the practice recognized a need for centralized communication to keep up with the growing practice and patient base.&nbsp;</p>
<p>Prior to implementing RSI's patient relationship management tool, the staff of the Fayetteville Plastic Surgery didn&rsquo;t have any way of knowing who was managing what. Each patient coordinator was receiving website inquiries, and the staff struggled with knowing which patients had been followed up with and which ones hadn&rsquo;t. This caused two problems:</p>
<ul>
<li>A group of patients wasn&rsquo;t receiving follow-up communication because staff members assumed it had already been taken care of.</li>
<li>A different group of patients was getting overwhelmed with communication because patient coordinators were duplicating each other&rsquo;s efforts.</li>
</ul>
<p>Whether it was following up with leads to book their procedure of interest or appointment reminders to confirm attendance, the staff was running blind on their communication activities.</p>
<p>RSI gives the practice a much needed, centralized location to house and track all patient communication. All of the patient coordinators use RSI's communication center to monitor the communication activity of both new leads and existing patients. Whether a patient coordinator had a call, used two-way texting, or emailed a patient, the communication and the result of that communication would be logged in the communication history screens for all the coordinators to see. All coordinators and office managers can now easily see when the last communication occurred and which team member spoke with the patient. They can also see the current status of the communication effort. This includes if the lead was scheduled, needs a follow-up (and on which day), or if it is considered a dead lead.</p>
<h2>Questions to Determine Fit</h2>
<p><strong>&nbsp; &nbsp; &nbsp;Appointment Mangagment</strong></p>
<ol>
<li>Who do you currently use for appointment confirmations?&nbsp;</li>
<li>What % of confirmations are you getting confirmed via technology vs manual touchpoints?</li>
<li>What product do you currently use to allow patients to schedule online?</li>
<li>What data are you collecting during the process that helps improve revenue at point or after scheduling?</li>
<li>Have considered appointments that can reduce call volume while maintaining current schedule capacity what has come to mind?&nbsp;</li>
</ol>
<p><strong>&nbsp; &nbsp; &nbsp;Reputation Managment</strong></p>
<ol>
<li>How do you make team members, locations, or the doctors aware of patient feedback after their appointments?&nbsp;</li>
<li>What automated process do you have in place to increase reviews?</li>
<li>What other platforms would you like to increase reviews on but haven&rsquo;t had success?&nbsp;</li>
</ol>
<p><strong>&nbsp; &nbsp; &nbsp;Life Cycle Marketing</strong></p>
<ol>
<li>How do you currently deliver pre-appointment education to patients?</li>
<li>How do you currently deliver post-appointment education/care instructions to patients?</li>
<li>Are you aware of the average number of visits per year your patients visit your office? What is your plan to improve that number?&nbsp;</li>
</ol>
<p>&nbsp;</p>

Trail Guide: Red Spot Interactive

<h2>Value Proposition</h2>
<p class="MsoNormal">Regal is the outbound phone &amp; SMS software platform for B2C sales teams. Regal's event-based outreach, branded calls and texts, and unified agent desktop enable B2C brands to reach more customers in key moments to drive higher conversion and more sales.&nbsp;</p>
<h2>Case Study</h2>
<p class="p1">Leading consumer fintech, SoFi, sees 8% lift in student refinancing loan conversion and 21% lift in average loan face value by using Regal Voice to call and text the right members at the right time. SoFI had been a NICE InContact customer, and for customer support the contact center platform was doing what it was designed for. However, it was missing fundamental functionalities that prevented the new VP of performance marketing, who knew how effective phone could be, from implementing his sales motion. His team was not able to test and iterate on calling strategies. The VP also wanted a phone tool that was fully integrated with SoFi's marketing stack, and most importantly to allow for calls and text conversations with customers triggered by their behavioral data.&nbsp;</p>
<p class="p1">In Regal the SoFi team found a built-for-purpose sales tool which allowed them to easily design logic around which customer gets which calls &amp; texts at any given moment. Critically, they were now able to experiment around launching these based on customers' real time actions. Instead of running a CSV and hiving it to a support team to call haphazardly, the SoFi team quickly used Regal to create personalized call tasks for high intent segments of website visitors, who started their student loan refinancing request but ran into blockers. This ensured customers would be reached in real time, when the student loan was top of mind and they had not yet visited competitors. The results of the new treatment were dramatic within a single quarter the answer rate increased by an incredible 66% (from 15% to 25%), which led to a strong 5% lift in overall conversion.&nbsp;</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Do your teams call outbound to leads?</li>
<li>Are you seeing that it's more difficult to get customers to answer?</li>
<li>Are you able to vary your call and text patterns based on real-time online customer behavior?</li>
<li>How many calls an hour can your agents do? Do agents have one place to see all customer history including calls, SMS and CRM info?</li>
<li>Are you doing A/B testing? Do you have the data you need to know which calls or tests or scripts are working better?</li>
</ol>

Trail Guide: Regal

<h2>Value Proposition</h2>
<p>AmplifAI is an AI-driven performance enablement platform for employee-centric enterprises, helping hybrid teams replicate their top performers to maximize business outcomes, boost productivity, and improve engagement.&nbsp;</p>
<h2>Case Study</h2>
<p>The Home Depot faced challenges with customer satisfaction due to associates lacking expertise in products and problem-solving &mdash; expertise customers had come to expect. Additionally, the feedback process for associates was time-consuming, leaving little room for improvement. This led to a decline in frontline agents&rsquo; performance. To address these pain points, the company aimed to measure the impact of coaching sessions between supervisors and agents and identify behaviors that correlated with agent performance.</p>
<p>By implementing AmplifAI, the retailer achieved significant outcomes. Agent productivity increased by 4%, team leader productivity rose by 30%, and customer satisfaction improved by 20%. The most impressive result was the additional incremental annual revenue of $135 million. The success of this initiative was evident with more than 10,000 internal and BPO associates utilizing AmplifAI for their development and performance improvement.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li><strong>Environment: </strong>Are you trying to improve agent performance by using manual processes across multiple systems that require analysis across different dashboards?</li>
<li><strong>Metrics: </strong>Do you measure your frontline teams against AHT, CSAT, revenue and cost savings?</li>
<li><strong>Pain: </strong>Do you struggle with inconsistent performance across sites, teams, and supervisors? Do you experience high attrition and declining performance on success metrics?</li>
<li><strong>Actions: </strong>Do your supervisors lack a process or system to prioritize tasks that drive the highest performance?</li>
<li><strong>Coaching Effectiveness: </strong>To what extent do you measure the effectiveness of supervisors?</li>
</ol>

Trail Guide: AmplifAI

<h2>Value Proposition</h2>
<p class="MsoNormal">Instantly unlock data, discover insights, empower agents, and enable action with an all-in-one on-demand platform built with the latest AI technology for enterprise contact centers.</p>
<h2>Case Study</h2>
<p class="p1">A client needed to stand up a 21K+ agent contact center in only eight weeks to address questions and concerns regarding a critical healthcare initiative. The customer selected Maximus as its BPO, which partnered with SuccessKPI for an end-to-end analytics solution to provide AI, machine learning, translation, and sentiment analysis across multiple channels. Maximus chose a blend of technologies that required SuccessKPI to integrate with Microsoft, Genesys Cloud, Twilio, Deltek and other applications at scale. The full solution, which required testing at scale, included end-to-end visibility into customer journeys, topics, themes, sentiment, effectiveness of IVR and agent empowerment through WFM. The results? The customer has handled hundreds of thousands of inquiries with a comprehensive end-to-end view of effectiveness, gained insights into root causes of calling, and has a full 360-view of the contact center.&nbsp;</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li><span lang="EN">What tool sets have you deployed to monitor the health and efficiency of your contact center?</span></li>
<li><span lang="EN">How do you measure agent productivity? What training or automation do you offer to augment agents' skill sets and align them to your contact center's needs?</span></li>
<li><span lang="EN">Have you thought about ways to increase quality control using AI/ML technologies?</span></li>
<li><span lang="EN">How do you partition your data today?</span></li>
<li><span lang="EN">How do you bring third-party data into your contact center to increase efficiency and improve customer experience? </span><span lang="EN"><span lang="EN">&nbsp;</span></span>
<p class="MsoListParagraphCxSpLast" style="margin-left: 1.5in; mso-add-space: auto; text-indent: -.25in; mso-list: l0 level3 lfo1;">&nbsp;</p>
</li>
</ol>

Trail Guide: SuccessKPI

<h2>Value Proposition</h2>
<p class="MsoNormal"><span class="ui-provider bck bcl c d e f g h i j k l m n o p q r s t bcm bcn w x y z ab ac ae af ag ah ai aj ak" dir="ltr">Ivinex is a CX orchestration platform that personalizes journeys for customers and simplifies the agent experience through a single pane of glass</span>.</p>
<h2>Case Study</h2>
<p class="MsoNormal">An international company with multiple teams providing services to their customers required a unified communication system that could offer advanced ticketing capabilities. To address this need, they leveraged Ivinex UUE to create unique views for each team and streamline the process of analyzing thousands of emails daily through keyword logic and automation. With Ivinex UUE's automated ticket creation and group assignment capabilities, the company was able to improve customer communication, reduce handling time, and facilitate collaboration between internal and external teams to complete orders and provide top-notch customer service. Additionally, Ivinex UUE's ticket assignment allowed for seamless communication between the contact center and retail locations, further improving efficiency and customer satisfaction.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Does the limited functionality of the current system impact day-to-day operations?</li>
<li>What other systems do you need to integrate with?</li>
<li>In what ways does the current system hinder productivity?</li>
<li>What specific features or functionalities are needed?</li>
</ol>

Trail Guide: Ivinex

<h2>Value Proposition</h2>
<p class="MsoNormal">Capacity is a support automation platform that deflects tickets, emails, and phone calls using AI. Capacity optimizes the employee and customer experience with a purpose-built platform to manage interactions within your organization, so you can save minutes and money to strengthen relationships and improve retention.</p>
<h2>Case Study</h2>
<div class="page" title="Page 14">
<div class="layoutArea">
<div class="column">
<p>West Community Credit Union's 75 employees serve more than 32,000 members through 11 branch locations. Branch staff members were overwhelmed with website questions, taking time away from serving customers. The credit union needed a reliable self-service support option for its <a href="https://www.westcommunitycu.org/index.shtml">website</a>.</p>
<p>Enter Capacity&rsquo;s Web Concierge support bot. The bot was created with more than 40 algorithms, so it understands and responds to questions regardless of spelling, industry jargon, and acronyms. The results for the credit union were significant: 40% growth in members requiring no additional support staff and 20% reduction in phone expenses plus a better experience for members, reflected in a 10-point increase in NPS.</p>
</div>
</div>
</div>
<h2>Questions to Determine Fit</h2>
<ol>
<li>What are your most commonly used support channels (web, SMS, phone, email, chat)?</li>
<li>What self-service option do you provide within each of those channels?</li>
<li>What would be the financial impact of a 10% reduction in support inquiries that had to be handled by a team member?</li>
<li>How do you provide real-time information to your agents while they interact with customers?</li>
<li>What redundant processes or tasks do your support teams manage today that you would like to automate?</li>
</ol>

Trail Guide: Capacity

<h2>Value Proposition</h2>
<p>Bright is a learning experience platform that trains employees in half the time at half the cost using a contact center simulation. Learners get rapid exposure to lifelike scenarios where they face situations and make decisions as they would on the job, quickly building soft skills and accelerating time to proficiency.&nbsp;</p>
<h2>Case Study</h2>
<p>TruGreen lawn care company reduced training costs by more than $2 million through eliminating 40+ hours from onboarding time. TruGreen used Bright to deliver content modernization, digitization, and simulations to over 15,000 learners to date, with an emphasis on customer support. Experiences have included bespoke digital lessons, conversation simulations, and Microsoft Dynamics software simulations on PCs, tablets and mobile devices.</p>
<p>Initial impact metrics for Bright usage focused on reducing onboarding training times in high-turnover divisions. Multiple divisions were able to use digital experiences and simulation-based practice to reduce training time (e.g., 8 weeks to 6; 5 weeks to 3; 4 weeks to 2) with comparable or better learner skill on the other side.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Do you have a learning strategy in place?</li>
<li>Do new hires spend a significant portion of their training shadowing others?</li>
<li>What would the impact of shortened training cycle have on operating expenses?</li>
</ol>

Trail Guide: Bright

<h2>Value Proposition</h2>
<p><span class="ui-provider hb b c d e f g h i j k l m n o p q r s t u v w x y z ab ac ae af ag ah ai aj ak" dir="ltr">Evolve IP partners with IT professionals to bring together their essential productivity and communication tools into a single, secure, cloud-based solution, fine-tuned for the hybrid workforce and delivered as a service. Enable IT Departments to do more with less by getting them out of PC, PBX, and VPN business.&nbsp;</span></p>
<h2>Case Study</h2>
<p class="p1">U.S. Dermatology Partners, a national dermatology business, with the backing of private equity funding, had embarked on a nationwide practice acquisition strategy. USDP's goal was to provide the growing number of patients with the best doctors available, and physicians with resources to focus on patient care, not office operations and technologies.&nbsp;</p>
<p class="p1">The business' traditional Desktop and computing platform was unable to effectively scale resulting in system failures that negatively affected patient experience and lowered growth and profitability due to missed acquisition projections. USDP chose to replace its traditional platforms with Evolve IP's cloud-based solution leveraging DaaS, IaaS, DRaaS and ITaas.</p>
<p class="p1">The positive business outcomes where 1) decreased time to integrate IT at new practices from months to weeks. This has allowed the company to increase the pace of acquisition which has driven top-line growth. 2) New services have improved patient care, reduced cost and driven bottom-line financial improvements. 3) HIPAA / HITRUST compliance - all IT systems leverage the Evolve IP Compliance Cloud. This eliminated up to $4,000 per practice per month incurred by the business when newly acquired practices were unable to be integrated into the existing IT platform quickly. A cumulative $6.45 million saved over 5 years with EvolveIP.</p>
<h2>Questions to Determine Fit</h2>
<div class="page" title="Page 16">
<div class="layoutArea">
<div class="column">
<ol>
<li>
<p>Have you considered using your collaboration tool (MS Teams / Webex) as a replacement for your phone system so you can consolidate voice, video, conferencing, chat, and file sharing?</p>
</li>
<li>
<p>Do you have a business continuity plan in place to continue operations as usual in the event of a security breach, natural disaster, or geo-political issue?</p>
</li>
<li>
<p>What is your secure remote work strategy today?</p>
</li>
<li>
<p>Do you plan on continuing to issue laptops for end users or would you be interested in exploring alternatives?</p>
</li>
<li>
<p>If you do not currently have a DaaS/VDI solution, are you using a VPN to access applications in the data center? If so, are you having any issues relative to cost, security, or user experience?</p>
</li>
</ol>
</div>
</div>
</div>

Trail Guide: Evolve IP

<h2>Value Proposition</h2>
<p>Assembled is a support operations platform that helps companies maintain exceptional customer experiences, no matter what lies ahead. Leading brands use Assembled&rsquo;s workforce and vendor management capabilities to make optimal staffing decisions, gain visibility into performance and productivity, and unlock new ways to serve evolving customer needs.</p>
<h2>Case Study</h2>
<p>TaskRabbit is a marketplace business with a mission to transform lives and revolutionize everyday work &mdash; one task at a time. The company's support team consists of 200+ agents operating in seven countries across phone, chat, and email channels through Zendesk. Before having Assembled, TaskRabbit's workforce management teams used Playvox to forecast, staff, and monitor. Scheduling and intraday changes were incredibly tedious, and agent states required AUX codes, resulting in inaccuracy and a cumbersome workflow. After implementing Assembled in just two weeks, TaskRabbit was able to make intraday scheduling changes at lightning speed, going from 30 minutes to just 30 seconds. Assembled's seamless, automatic adherence integrated from Zendesk allowed TaskRabbit to capture the highest amount of accuracy for real-time states. No more AUX codes! Agents now feel significantly empowered, and TaskRabbit was able to increase adherence across channels, resulting in $450K in productivity gains.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>What is your prior experience with WFM software?</li>
<li>How are your agents currently scheduled and staffed today?</li>
<li>How do you forecast your contact volume?</li>
<li>Can you provide a high-level overview of your support team structure and operations (i.e., number of agents, channels, outsourcing, time zones, specializations, tiers)?</li>
<li>What does your support stack look like (i.e., CRM, CCaaS, HR platform, calendar, internal communications)?</li>
</ol>

Trail Guide: Assembled

<h2>Value Proposition</h2>
<p class="MsoNormal"><span lang="EN" style="mso-fareast-font-family: Roboto;">Uptok is a Live Video Commerce platform for B2B and B2C enterprises that enables 1-on-1 video consultations with the highest-intent or highest-value customers right on your website. </span></p>
<h2>Case Study</h2>
<p class="MsoNormal"><span lang="EN" style="mso-fareast-font-family: Roboto;">In November 2022, Just Candy launched a pilot program with Uptok to allow their sales team to get face-to-face with b2b customers who are placing large orders on their site. Due to the personalized nature of the orders, Just Candy was experiencing a high cart abandonment rate. Within the first day, the company received an increase in B2B orders, and their dedicated sales rep was able to support placing large orders for these companies on video chat, real-time, right on the website. Since implementing Uptok they&rsquo;ve not only seen an improvement in cart abandonment when they are online, but have uncovered additional opportunities to sell to customers through relationship management. Their customers have gone as far as saying &ldquo;It&rsquo;s so freaking cool that you get on video&rdquo;. Just Candy is on their way to better customer satisfaction scores and a higher average order value with the signed Uptok contract.</span></p>
<h2>Questions to Determine Fit</h2>
<ol>
<li><strong style="mso-bidi-font-weight: normal;"><span lang="EN" style="mso-fareast-font-family: Roboto;">Baseline need </span></strong><span lang="EN" style="mso-fareast-font-family: Roboto;">- Do your products/or services need human interactions to sell or serve. </span></li>
<li><strong style="mso-bidi-font-weight: normal;"><span lang="EN" style="mso-fareast-font-family: Roboto;">Staffing</span></strong><span lang="EN" style="mso-fareast-font-family: Roboto;"> - Do you have dedicated staff that assists customers over text/phone/scheduled sessions? </span></li>
<li><strong style="mso-bidi-font-weight: normal;"><span lang="EN" style="mso-fareast-font-family: Roboto;">Value</span></strong><span lang="EN" style="mso-fareast-font-family: Roboto;"> - is the value of a human conversation already proven to have a positive ROI for your business? </span></li>
<li><strong style="mso-bidi-font-weight: normal;"><span lang="EN" style="mso-fareast-font-family: Roboto;">Existing need</span></strong><span lang="EN" style="mso-fareast-font-family: Roboto;"> - Would having a closer / better relationship with your customers increase revenue?</span></li>
<li><strong style="mso-bidi-font-weight: normal;"><span lang="EN" style="mso-fareast-font-family: Roboto;">Vision</span></strong><span lang="EN" style="mso-fareast-font-family: Roboto;"> - Do you believe that the best digital experience for your customers will be a human-to-human experience?</span></li>
</ol>

Trail Guide: Uptok

<h2>Value Proposition</h2>
<div class="page" title="Page 1">
<div class="section">
<div class="layoutArea">
<div class="column">
<p>Top revenue teams use Humantic AI's Buyer Intelligence to identify early adopters, help BDRs personalize outreach, and enable their AEs with vital decision-maker insights for every deal.</p>
</div>
</div>
</div>
</div>
<h2>Case Study</h2>
<div class="page" title="Page 1">
<div class="section">
<div class="layoutArea">
<div class="column">
<p>The client is the world&rsquo;s most valuable financial technology company and a pioneer in the industry. It enables online payments in most countries that support online banking and monetary transactions. The B2B Database Marketing team at the company is responsible for formulating and executing the lead generation and pipeline development strategy for the firm.Understanding potential customers&rsquo; buying behavior and personality was recognized as a key element that would provide a competitive advantage to its sales teams. Using Humantic AI, the company was now able to interact with buyers in a significantly more effective way - from cold calls to email drip campaigns, from discovery calls to negotiations. They saw a noticeable improvement of 36% in their time-to-first-engagement, a central KPI in new markets acquisition. Read more here.</p>
</div>
</div>
</div>
</div>
<h2>Questions to Determine Fit</h2>
<div class="page" title="Page 1">
<div class="section">
<div class="layoutArea">
<div class="column">
<ol>
<li><strong>Standing out: </strong>How are you standing out from the noise in your buyer's inbox (and mind)?</li>
<li><strong>Stuck deals:</strong> I know from my own experience that getting stuck deals moving has always been a challenge. Knowing which ones have potential and when it's time to move on.</li>
<li><strong>Inconsistent success:</strong> As a sales leader it must be difficult to navigate your top 20% reps bringing in 80% of the revenue. Would you be keen on giving your under performers a competitive edge?</li>
<li><strong>The missing part: </strong>There is a lot of tech that helps sales teams be more efficient but we hear from leaders like you that there are very tools that make sellers better at their craft. What's your take?</li>
<li><strong>Scale: </strong>What would a 10% increase in response rate mean in terms of revenue impact? Now what about 244%?</li>
</ol>
</div>
</div>
</div>
</div>

Trail Guide: Humantic

<h2>Value Proposition</h2>
<p>Balto unites agents with AI to enable better conversations that deliver results. Top-performing contact centers trust Balto&rsquo;s real-time guidance enterprise solution to prevent missed sales opportunities, costly compliance mistakes, and negative customer experiences.</p>
<h2>Case Study</h2>
<p>Gonzaba Medical Group prides itself on being like family for its customers. That mission extends to a hardworking contact center, which handles everything from appointments with 65 different providers to medications, refills, and transportation arrangements. The sheer volume of information is impossible to memorize, and searching for answers leads to extended hold times. Gonzaba wanted to find a way to help its team members provide a high level of patient experience in every single phone call.</p>
<p>Enter Balto. The platform took Gonzaba&rsquo;s agent playbook and married it with AI to provide real-time guidance to Gonzaba&rsquo;s reps. With that support, team members knew what to say on every call. Gonzaba experienced a 60-second reduction in the average handle time and 89% call quality satisfaction in the first two months of using Balto.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>How many agents/reps?</li>
<li>What is your so!phone/CCaaS system?</li>
<li>Pain/challenges to achieve strategic and tactical goals in the contact center?</li>
</ol>

Trail Guide: Balto

<h2>Value Proposition</h2>
<div class="page" title="Page 1">
<div class="layoutArea">
<div class="column">
<p>NICE CXone, the world&rsquo;s number one cloud customer experience platform, is the most complete, easiest and most reliable solution for companies to achieve their customer experience goals. NICE CXone is the first and only platform unifying best-in-class omnichannel routing, analytics, workforce optimization, automation and artificial intelligence &mdash; all built on an open cloud foundation.</p>
</div>
</div>
</div>
<h2>Case Study</h2>
<div class="page" title="Page 1">
<div class="layoutArea">
<div class="column">
<p><strong>Business challenge: </strong>Insights from web analytics and the contact center revealed consumer struggle through the insurance quote process. Making changes to the website takes months. The business wanted to reduce abandonment during the online quote process and increase quote accuracy and quote completion rates</p>
<p><strong>Solution:</strong> CXone Guide empowered the business to proactively address struggle at points of friction in the online journey. CXone Guide is part of the application stack allowing the business to deploy guidance across several lines of business.</p>
<p><strong>Results:</strong></p>
<ul>
<li>30% more quotes intitiated</li>
<li>70% more quotes completed</li>
<li>50% more products sold</li>
</ul>
</div>
</div>
</div>
<h2>Questions to Determine Fit</h2>
<div class="page" title="Page 1">
<div class="layoutArea">
<div class="column">
<ol>
<li>Are you currently on prem or cloud today?</li>
<li>When is the last time you have done an evaluation on your contact center solution?</li>
<li>What is your strategy for your CCaaS/Digital Transformation?</li>
<li>What process do you have in place to capture your customer&rsquo;s journey?</li>
<li>Who are the key stakeholders that influence your CCaaS/UCaaS decision?</li>
</ol>
</div>
</div>
</div>

Trail Guide: NICE inContact

<h2>Value Proposition</h2>
<p>Playvox&rsquo;s powerfully simple workforce engagement management (WEM) solutions transform customer care. We deeply understand that exceptional employee engagement produces extraordinary customer experiences, and we love creating tools that help our customers unlock the full potential in every employee and every interaction.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>What is your current WFM/QM solution?</li>
<li>What is driving you to look for a different solution?</li>
<li>How many agents do you have? Where are they located? (All in one country, multi-country, etc)</li>
<li>What are the current systems that you are using for email, chat, phone etc. Are there any other systems/platforms that you want us to be able to integrate with?</li>
<li>What is your target date to make a change?</li>
</ol>

Trail Guide: Playvox

<h2>Value Proposition</h2>
<p>We power the world&rsquo;s most amazing customer experiences through AI powered contact center software and business process outsourcing (BPO). Our modular and end-to-end platform works with the technology you already have to automate customer interactions, support agents with intelligent assistants and provide conversational insights into CX and agent performance.</p>
<h2>Case Study</h2>
<p>The County of Fairfax County, VA launched their Vaccination Call Center in January 2021 with legacy technology and little expertise. They were challenged in hiring and retaining staff resulting in 2 hour wait times. They came to Xaqt in March in 2021 to take over their contact center operations and deploy AI applications to improve caller experience and reduce cost.</p>
<ul>
<li>Reduced Average Handle Time by 73 seconds</li>
<li>Automated and deflected 25% of Calls on day one</li>
<li>Provided Insights into why people were calling in order to improve County services and communications</li>
<li>Transitioned the entire call center operations over to Xaqt within 10 business days</li>
<li>Improved response time, customer experience, and reduced operating expense</li>
</ul>
<h2>Questions to Determine Fit</h2>
<ol>
<li>How has the broad labor shortage impacted your ability to recruit and retain agents, and what is the impact on your CX?</li>
<li>How much time do agents spend today searching for information while on a call?</li>
<li>How would you categorize your calls in terms of value and complexity? What percentage of calls represent low complexity and what impact would it have if those could be automated?</li>
<li>What key information would you like to learn about the conversations your customers are having with your agents, in terms of their experience, competitive intelligence, and agent performance?</li>
<li>Are there any impending upgrades or end-of-life events with your current call center technology?</li>
</ol>

Trail Guide: Xaqt

<h2>Value Proposition</h2>
<p>Talkdesk leverages automation and conversational AI to create a seamless customer journey across channels.</p>
<h2>Case Study</h2>
<p>Carbon Health was experiencing a massive influx of patients, causing it&rsquo;s medical clinics to become overwhelmed. Overnight, call volume went from 3,000 calls to 18,000 calls per day &mdash; a 500% increase &mdash; and the clinic sta! were so busy with patients they couldn&rsquo;t answer the calls. The legacy software Carbon Health was using limited what they could automate to scale. With Talkdesk CX Cloud, Carbon now has a centralized support it to better distribute calls to the clinics, and answer rates have jumped from 50% to 70% on average due to reduced volume of calls the clinics receive. Talkdesk Phone addresses all of the company&rsquo;s back-office, hardline phone needs. Once all clinics have fully implemented Talkdesk CX Cloud, Carbon Health plans to leverage AI solutions including Talkdesk Virtual Agent that will help train the system to respond to the individual caller, building a differentiated patient experience.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Are you looking to improve customer satisfaction and make it a competitive advantage?</li>
<li>What obstacles stand in the way of providing actionable analytics to your contact center leaders?</li>
<li>Are you considering customer self-service options in order to improve e!iciency and lower costs?</li>
<li>What digital channels do you need to address to better engage your customers?</li>
<li>How valuable would it be to reduce agent attrition?</li>
</ol>

Trail Guide: Talkdesk

<h2>Value Proposition</h2>
<p>Our Conversational AI Platform drives value by automating, personalizing, and optimizing every conversation, for any industry, with the best voice accuracy, broadest language coverage, highest degree of productivity of intent and sentiment with the best latency and response times.</p>
<h2>Case Study</h2>
<p>Nationwide Insurance needed to increase productivity across sales, service, underwriting and processing centers. Uniphore simplified the employee experience by offering each group of employees a role-based unified desktop that brought together tools pertinent to their respective jobs. Time-consuming employee tasks like billing analysis, address changes, and insurance quote lookup were automated using robotic desktop automation. RPA bots were also used to proactively surface relevant knowledge articles and to auto-document key actions taken by the employee to reduce errors and after call work.</p>
<p><strong>Use cases fully automated:</strong></p>
<ul>
<li>Billing Inquiry Analysis</li>
<li>Insurance Quote Lookup</li>
<li>Knowledge Push</li>
<li>Automated Documentation</li>
</ul>
<p><strong>Impact:</strong></p>
<ul>
<li>Nationwide was able to automate 72% of manual tasks that was previously the customer service representative&rsquo;s responsibility</li>
<li>Average Handle Time (AHT) reduced by 20% due to the elimination of manual data entry and automated processes</li>
<li>Training time for new customer service representatives reduced by 40% going from a month on average to just 2 weeks</li>
</ul>
<h2>Questions to Determine Fit</h2>
<ol>
<li>How are you personalizing customer conversations and does your approach scale?</li>
<li>How might sentiment and intent analysis augment your live agent support and self-service options?</li>
<li>How valuable would it be to empower your agents with actionable insights, automated tasks, and notifications &ndash; all during live customer interactions?</li>
<li>How are you supporting agents today and do you improve pe!ormance through coaching that is rooted in an analysis of customer interactions?</li>
<li>What progress are you making on first call resolution, average handle times and call wait times?</li>
</ol>

Trail Guide: Uniphore

<h2>Value Proposition</h2>
<p class="MsoNormal" style="margin-bottom: 10.0pt; background: white;"><span lang="EN" style="color: black; background: white;">Tethr&rsquo;s conversation intelligence platform analyzes call recordings, chat, sms and email interactions with customers to automate QA, identify customer sentiment and to improve customer strategy by reducing churn, reducing cost and increasing sales. Tethr is the only research backed platform that delivers automated insights from your customer&rsquo;s conversations.&nbsp;</span></p>
<h2>Case Study</h2>
<p><span style="mso-fareast-font-family: 'Times New Roman'; color: black; mso-ansi-language: EN-US;">By implementing Tethr, Thrasio was able to go from auditing less than 3% of conversations to objectively auditing 100% of interactions across every customer service channel and surface insights in a CX dashboard.&nbsp;Thrasio is also using Tethr to uncover product issues and insights based on customer service phone calls, chat conversations, emails, Amazon reviews, and negative customer experience data sources. All of this led to Thrasio experiencing $260k in annual cost-savings based on increased QA efficiency and achieving an overall 89% CSAT score.</span></p>
<h2>Questions to Determine Fit</h2>
<ol>
<li class="MsoNormal" style="background: white;"><span lang="EN" style="color: #222222;">How are you performing QA today? What percentage of customer calls are reviewed by supervisors/QA?</span></li>
<li class="MsoNormal" style="background: white;"><span lang="EN" style="color: #222222;">How are you able to measure behaviors and language that lead to higher conversion rates? </span></li>
<li class="MsoNormal" style="background: white;"><span lang="EN" style="color: #222222;">What customer data are you using to measure/manage CX?<span style="mso-tab-count: 2;"> &nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; </span></span></li>
<li class="MsoNormal" style="background: white;"><span lang="EN" style="color: #222222;">What are the main drivers your customers are contacting you and what are you doing to address it?</span></li>
<li class="MsoNormal" style="background: white;"><span lang="EN" style="color: #222222;">Are you currently recording calls? What channels do you currently support for your customers? (Chat, SMS, Email)</span></li>
</ol>

Trail Guide: Tethr

<h2>Value Proposition</h2>
<p>SupportLogic delivers the world&rsquo;s first support experience (SX) platform that enables companies to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value.</p>
<h2>Case Study</h2>
<p>Qlik partnered with SupportLogic to improve its customer support experience, resulting in a reduction of support escalations by 30% in just six months. Qlik faced the operational challenge of transforming its support team from &lsquo;reactive&rsquo; to &lsquo;proactive&rsquo; to better prioritize cases and reduce case backlog. With SupportLogic&rsquo;s natural language processing (NLP) engine, Qlik could quickly analyze all support case data from Salesforce and correlate customer sentiment and attention scores together with a full contextual customer history: their case history, previous interactions and touchpoints, renewal status, and more.</p>
<p>With all this insight easily available, Qlik support managers could clearly understand each customer&rsquo;s unique situation: key product blockers, level of confusion or impatience, and how critical each issue was. Managers could then drive the best course of action, including pulling in subject matter experts outside the department (case swarming). This workflow immediately improved the customer support experience and reduced escalations, leading to better customer outcomes.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Is your business model B2B, B2C or both?</li>
<li>What are the top challenges the customer support team has today?</li>
<li>Is your support organization more focused on escalation reduction (innovative) or Mean Time to Resolution &ndash; MTTR (cost center focused)?</li>
<li>Are you considering an AI initiative to capture Voice of the Customer (VOC)?</li>
<li>What are your average number of cases per month/year?</li>
</ol>

Trail Guide: SupportLogic

<h2>Value Proposition</h2>
<p>Skit.ai is an augmented voice intelligence pla!orm that helps businesses modernize their contact centers and customer experience by automating and improving voice communications at scale.</p>
<h2>Case Study</h2>
<p>The third-largest private bank in India, Axis experienced steadily high inbound call volumes that put a strain on its human agents, contributing to declining service levels. With Skit.ai&rsquo;s multilingual Voice AI pla!orm automating repetitive query types, Axis has been able to improve call resolution rates, streamline operations and enhance overall customer experience.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>How big is the call center?</li>
<li>What is the breakdown of inbound vs outbound calls?</li>
<li>What are your call volumes per month and per year?</li>
<li>What are your average handle time and containment rates?</li>
<li>Do you already have automation in place? If so, where would you like to use automation next?</li>
</ol>

Trail Guide: Skit

<h2>Value Proposition</h2>
<p>Observe.AI is an Intelligent Workforce Pla!orm that transforms contact centers by embedding AI into customer conversations, optimizing agent performance and automating repeatable workflows that drive revenue and retention.</p>
<h2>Case Study</h2>
<p>JK Moving Services is the largest independent moving company in North America. The firm needed a solution that would help it understand call drivers, reduce call handling times and improve how its moving consultants were meeting the needs of consumers. With the conversation intelligence from Observe.AI, the company was able to use insights to identify growth opportunities and coach its world-class sales team towards driving increased sales and profits. Armed with Observe.AI, JK Moving Services saw the following results:</p>
<ul>
<li>18% increased revenue in 30 days</li>
<li>20% increase in sales talk track adoption</li>
<li>52% increase in first call resolution</li>
</ul>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Is CX a focus for your business?</li>
<li>Do you record your contact center calls?</li>
<li>How do you analyze the data coming out of your contact center?</li>
<li>What do you do with the data from your contact center?</li>
<li>Did you know your contact center can be a source of revenue for your business?</li>
</ol>

Trail Guide: Observe

<h2>Value Proposition</h2>
<p>Neostella is a Gold-level services partner and certified license reseller of UiPath&rsquo;s market-leading robotic process automation platform, which helps companies realize efficiency gains, cost and time savings, and emotional ROI for employees by automating manual, repetitive functions currently handled by humans.</p>
<h2>Case Study</h2>
<p>Vantage Point Title&rsquo;s ability to handle increased transaction volume brought on by low mortgage rates was limited by the manual e!ort required to complete many of its processes. The company looked to Neostella for RPA solutions that would make closing disclosures and funding processes less labor-intensive while driving e!iciency and accuracy without changing how Vantage Point does business. The RPA solution Neostella designed focused on using OCR and data scraping to ingest and extract data with 100% accuracy, as well as automating file sharing among o!ices to reduce the time needed to provide title services to clients.</p>
<p>With a tailored UiPath solution, Vantage Point has witnessed improved worker experience through the automation of redundant closing disclosure processes and an increase in application processing speed due to process automation. The result is greater customer satisfaction, overall increased accuracy, and greater speed in processing lending applications, backorders, orders en route, and other metrics.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>What manual processes, data entry, or repetitive tasks do di!erent teams in your organization pe"orm regularly? How much time would you estimate is spent doing those tasks?</li>
<li>How do compliance requirements and the need to maintain 100% data accuracy factor into the success of your business? What is the cost of non-compliance or human error?</li>
<li>Does your organization process large amounts of incoming documents that require reading, data extraction, and data entry by your employees? How much time would you estimate is spent on those tasks?</li>
<li>How are your customer service reps impacted by the requirement to use multiple applications or systems? How is navigating among those systems negatively impacting call resolution e!iciency and handle times?</li>
<li>Does your organization manually process large volumes of invoices? How much time and how many people are dedicated to those tasks?</li>
</ol>

Trail Guide: Neostella

<h2>Value Proposition</h2>
<p>Lily AI is the customer intent pla!orm built to power the present and future of ecommerce. We inject robust product attribute data and unique customer intent into the entire ecommerce stack.</p>
<h2>Case Study</h2>
<p>Bloomingdale&rsquo;s sought to improve its product discovery by automating the product attribution process. The company recognized that it was now in a world where the customer&rsquo;s success in finding the right product would be rooted in both the company&rsquo;s understanding of its own product attributes and an ability to predict the customer&rsquo;s intent. The company looked to set themselves up for increased conversion, larger order sizes and a future in which consumers return to the Bloomingdale&rsquo;s e-commerce site repeatedly.</p>
<p>The company leveraged Lily AI&rsquo;s consumer-focused tags to rapidly augment its on-site search, which resulted in a 9-digit lift in annual revenue in mere months. This is also enabling Bloomingdale&rsquo;s to predict customer behaviors to help with supply chain management and demand forecasting.</p>
<p><em>&ldquo;Thanks to Lily AI, our high-intent customers are now finding a lot more of interest for them to click into. We&rsquo;re keeping them on our website longer, we&rsquo;re taking them to the product page, and they&rsquo;re conve!ing even more.&rdquo; - Renee Paradise, SVP of Customer and Revenue Growth, Bloomingdale&rsquo;s</em></p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>What are any initiatives you have to make it easier for customers to find products online and provide a more personalized experience?</li>
<li>How are you using product data to aid in product discovery online?</li>
<li>How many attributes per product do you have?</li>
<li>How are you leveraging product data to improve demand prediction and allocation?</li>
<li>How are you using customer data to aid in product discovery?</li>
</ol>

Trail Guide: Lily

<h2>Value Proposition</h2>
<p>Invoca&rsquo;s AI-powered conversation intelligence platform enables revenue teams to deliver seamless buying experiences that drive growth by using the best of digital and human touch, bridging the gap between marketing and sales.</p>
<h2>Case Study</h2>
<p>About 50% of Rick&rsquo;s Custom Fencing &amp; Decking&rsquo;s leads come in over the phone. However, the marketing team didn&rsquo;t have the right tracking in place to understand which campaigns were driving phone leads. This made it di!icult for them to optimize media spend. In addition, the marketing team wanted to ensure the sales team was e!ectively handling and converting its leads. A#er onboarding Invoca, the team could see how many phone leads their marketing programs were driving, in, addition to the clicks they were already tracking. They used this data to make smarter optimization decisions. As a result, they reduced their cost per lead by 70%. They also doubled the total number of leads their marketing drove. Marketing results: 70% decrease in cost per lead; 2x increase in lead volume. Sales Results: 23% improvement in call etiquette pass rate; 6x more likely to use scripted phrases. Bottom-line company results: 73% increase in revenue over three years.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li><strong>Baseline:</strong> Do you leverage phone calls to close sales with prospective customers?</li>
<li><strong>Objective:</strong> Are you trying to improve the conversion rate in your contact center or optimize your marketing spend into the contact center?</li>
<li><strong>For Invoca for Contact Center:</strong> Are you currently using any sales coaching, call quality, and/or QA tools today? If so, which tools and how are you using them?</li>
<li><strong>Invoca for Marketing:</strong> Fielding phone calls can be expensive, so how do you ensure you are sending high-value calls?</li>
<li><strong>Measurement &amp; Attribution:</strong> How are you tracking and measuring the efforts associated with your marketing and call center expenditures? How do you track what is working?</li>
</ol>

Trail Guide: Invoca

<h2>Value Proposition</h2>
<p>Dialpad&rsquo;s product suite covers full modern business communication needs all powered by Voice Intelligence. Dialpad provides UCaaS &amp; CCaaS in a single application (TruCass), which provides a better end user experience and is easier to manage. The pla!orm can be accessed by any device anywhere and is layered with Ai to help customers learn from every conversation and ultimately provide a better experience.</p>
<h2>Case Study</h2>
<p>This company of 180 employees had an on-premise business phone system. It needed a solution that could empower its agents and specialists to handle email, chat support, and telephone support. Furthermore, the company needed a contact center solution that could offer these functions wherever employees work and regardless of the devices they use. With the implementation of Dialpad, the company could now take phone calls for all customers, no matter where agents are. Dialpad also brought new insights to the company. The heatmaps feature shows a clear chart of when call volumes peak throughout the day so that the company can adjust its staffing needs. Dialpad&rsquo;s Voice Intelligence (Vi) enables both admins and agents to leverage insights for training, agent pe#ormance, and overall customer satisfaction.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li><strong>Reporting/Analytics: </strong>What KPIs are important to your organization and how do you track these currently?</li>
<li><strong>Consolidation:</strong> How many different applications do you currently have to communicate internally and/or externally?</li>
<li><strong>CC AI ROI:</strong> On average, how many calls do your contact center agents handle on a day-to-day basis and how would increasing their productivity 200% impact your organization?</li>
<li><strong>Dialpad Self-Service: </strong>What percentage of time would you say your agents handle frequently asked questions and how would implementing a technology that resolves 90% of self-service inquiries affect how you all do business?</li>
<li><strong>AI CSAT: </strong>What is your current response rate for CSAT surveys and how would increasing that to 75% affect customer experience?</li>
</ol>

Trail Guide: Dialpad

<h2>Value Proposition</h2>
<p>Ada is a brand interaction platform that automates 30% of customer interactions to a website or channel in 30 days and up to 80% when fully implemented. It's enterprise-ready and integrates with CX and CCaaS platforms.</p>
<h2>Case Study</h2>
<p>Zoom experienced hyper-growth during the pandemic and scaled from 10M users to 300M users in a short time. The company needed an automated system to distinguish paying customers from trial customers so it could personalize the support given to each. In order to accomplish this, Zoom needed its ticketing solution integrated to identify customers coming onto the website.</p>
<p>Zoom implemented Ada in under 30 days and was able to take an automation-first approach with its customers. This resulted in saving sales agents 19,000 hours, reducing 25% of the time spent on qualifying leads and reducing 33% of live chat handle time.</p>
<p>When the world turned to Zoom, Zoom turned to Ada. The ROI realized was</p>
<ul>
<li>Savings of over $41M a year</li>
<li>Increased revenue of $22.8M</li>
</ul>
<h2>Questions to Determine Fit</h2>
<ol>
<li>How many support tickets do you receive every month?</li>
<li>Do your customers resolve support questions on your website or by calling support?</li>
<li>Would your clients benefit from proactively engaging with their end-users to increase sales, reduce cart abandonment, and enhance CX?</li>
<li>Do you want to increase customer self-service?</li>
<li>Are customers dealing with long wait times to get in touch with support?</li>
</ol>

Trail Guide: Ada

<h2>Value Proposition</h2>
<p>Zingtree is an AI/GPT enabled Next Best Action CX platform for Agent Assist and Self-Service that automates your processes, workflows and knowledge.&nbsp;</p>
<h2>Case Study</h2>
<p dir="ltr">Pearson faced the complexity of serving 160 million customers across 200 countries, each at different points on their learning and teaching journeys. With a diverse customer base including students, instructors, and professionals from various regions, each having unique needs, the challenge was multi-dimensional. Navigating numerous product and platform combinations, along with stringent processes and compliances, was overwhelming for agents, leading to lengthy training programs and costly errors.</p>
<p dir="ltr">Pearson's quest for an effective automation tool led them to Zingtree. What stands out in Pearson's journey with Zingtree is the ease with which they could build their agent and customer facing automation. The Pearson team, with no prior experience or training, were able to set up automation for their most complex process overnight.</p>
<p dir="ltr">Within just 8 months, Pearson observed significant improvements:</p>
<ul>
<li dir="ltr" role="presentation">60% NPS increase</li>
<li dir="ltr" role="presentation">47% CSAT improvement</li>
<li dir="ltr" role="presentation">33% faster agent ramp time</li>
<li dir="ltr" role="presentation">24% reduction in case age average hours</li>
<li dir="ltr" role="presentation">12% resolution rate increase</li>
</ul>
<h2>Questions to Determine Fit</h2>
<ol>
<li dir="ltr" role="presentation">How long does it take to onboard a new agent? How long until they become 100% efficient?</li>
<li dir="ltr" role="presentation">Do agents and customers have to go to multiple systems to get answers for resolution?</li>
<li dir="ltr" role="presentation">Are there compliance regulations that your employees have to follow?</li>
<li dir="ltr" role="presentation">Do your agents have to follow complex and repetitive processes to solve the case?</li>
<li dir="ltr" role="presentation">Do you customers avoid chat bots and faqs and contact the call center directly?</li>
</ol>
<p><strong id="docs-internal-guid-e04bb1c2-7fff-5633-596d-fa2de7e1040d"></strong></p>

Trail Guide: Zingtree

<h2>Value Proposition</h2>
<p>XSELL melds the best of technology with human authenticity and knows how to learn and replicate the behaviors of the best agents, amplify them at scale to every agent, and drive game-changing outcomes.</p>
<h2>Case Study</h2>
<p>Prior to engaging XSELL, the client operated in a highly mature, competitive sales landscape and had been selling via chat for nearly 15 years. Results had recently plateaued, and the client was looking for a solution to drive growth. By deploying XSELL at scale across 2,000 employees, the company increased contribution margin by $130M, improved speed to proficiency by 20x, achieved a 17% conversion lift, and reduced agent attrition by 40%.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Is there a significant performance gap between your top- and bottom-performing agents?</li>
<li>Are your agents handling sales or service-to-sales conversations?</li>
<li>Are you focused on increasing sales conversion rate and average order value?</li>
<li>Are you focused on improving CSAT or NPS?</li>
<li>Does it take an extended period of time to bring your agents to a proficient level?</li>
</ol>
<p>&nbsp;</p>

Trail Guide: XSELL

<h2>Value Proposition</h2>
<p>Shiftsmart enables companies and government agencies to fractionalize traditional jobs into shifts, unlocking labor supply otherwise unavailable and providing organizations the freedom to flex up or down in real time to meet demand.</p>
<h2>Case Study</h2>
<p>In March 2020, the U.S. Small Business Administration released information about its emergency disaster recovery programs to people impacted by the coronavirus. The contact centers immediately experienced a 10-20x increase in volume, causing callers to wait up to an hour. In less than 36 hours, Shiftsmart provided the SBA with a tier-1 contact center built to flex with the agency&rsquo;s unpredictable needs. Shiftsmart staffed 10,000 hours of agent time on the first day of operation to handle the influx of calls from worried small business owners. The team appropriately triaged calls based on question type, complexity, and need for personalization. The SBA had 2,000 agents trained and onboarded in the first 48 hours of launch and eliminated call wait times. Shiftsmart served as a critical supplement to SBA resources that were completely inundated during the worldwide crisis.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Baseline Need: How has the broad labor shortage impacted your business?</li>
<li>Variability: Is labor demand driven by seasonality or other types of volatility, whether predictable or unpredictable?</li>
<li>Historical Attempts to Remedy: How have you attempted to fill these gaps either internally or externally through outsourcing?</li>
<li>Remote-Compatible: What challenges have you experienced in supporting remote, work-from-home agents?</li>
<li>Scale: On a daily/weekly/monthly basis, what types of agent/hour gaps are you trying to fill?</li>
</ol>

Trail Guide: Shiftsmart

<h2>Value Proposition</h2>
<p>Replicant is a single platform to automate resolution of the most common customer services via phone, text, and chat, which frees up agents to focus on more complex conversations. Replicant enhances rather than replaces existing technology, such as IVR, CCaaS, CRM and telephony. Companies benefit from higher customer satisfaction, lower operational costs, elastic contact center capacity, and deeper unbiased insights into caller behaviors.</p>
<h2>Case Study</h2>
<p>OnProcess Technology (OPT) provides a service to help its customers recover hardware after a customer contract has ended. For example, when a customer&rsquo;s contract ends with an internet provider, OPT is tasked with reaching out to that customer to recover the modems/routers that have been leased as part of the contract. Capacity issues plagued the contact center, affecting recovery rates. Agents were not able to make all of the necessary outbound calls or field all of the offered inbound calls. One month the company&rsquo;s inbound abandonment rate was close to 60%. OPT partnered with Replicant to eliminate capacity issues in the contact center as well as increase the recovery rate of hardware for the company&rsquo;s customers. The Replicant solution was implemented within three months, and by the fifth month OPT was already seeing dramatic results in its business:</p>
<ul>
<li>11% improvement in recovery rates</li>
<li>500% increase in outbound call volume</li>
<li>70% reduction in AHT</li>
<li>35% net monthly savings</li>
<li>Reduced attrition and promotion of 40 agents who were freed up</li>
<li>Growth in new accounts with greater capacity</li>
</ul>
<h2>Questions to Determine Fit</h2>
<ul>
<li>Are you having workforce management issues, like trouble hiring and retaining enough agents to staff your call centers?</li>
<li>Are you experiencing longer than desired wait times in your call center?</li>
<li>Are your call volumes predictable or do you experience fluctuations in your volume?</li>
<li>Are you meeting your call center success metrics and desired CSAT scores?</li>
<li>What happens if you make zero changes to your call center? Are you prepared?</li>
</ul>

Trail Guide: Replicant

<h2>Value Proposition</h2>
<p>Linc is a CX automation platform purpose-built for retail brands that is changing the conversation in commerce. Our award-winning AI powers an infinitely scalable digital workforce to provide real conversations that solve real problems for customers. Brands like PacSun, Farmacy Beauty, Carter&rsquo;s OshKosh, and many others partner with Linc to deliver extraordinary experiences that span the customer lifecycle to deflect support costs, increase sales conversions, and grow revenue.</p>
<h2>Case Study</h2>
<p>PacSun faced a major challenge in alleviating the burden on its inundated contact centers. With call centers experiencing an influx of inquiries from complex order issues to make-good issues and pre-purchase assistance, the result was long wait times for issue resolution and low customer satisfaction. As Pacsun didn&rsquo;t have the tech stack in place to automate resolutions for some essential use cases, it needed not just a chat tool but a complete platform that could shoulder tech stack complexities and fast track the company&rsquo;s maturity in a self-service focused digital experience. PacSun chose Linc and, in weeks, was able to automate over 80% of all customer support inquiries.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>What is your annual e-commerce revenue?</li>
<li>Do you currently have a live chat solution?</li>
<li>What are your top CX priorities?</li>
<li>What processes do you have in place for pre- and post-purchase today?</li>
<li>Which channels do you use to engage your customers?</li>
</ol>

Trail Guide: Linc

<h2>Value Proposition</h2>
<p>Level AI is a customer service intelligence platform for contact centers that optimizes agent performance by automating outdated workflows, identifying coachable moments, and delivering real-time insights to 100% of customer interactions across voice, email, SMS, and chat.</p>
<h2>Case Study</h2>
<p>The Boston-based point-of-sale system for restaurants averages 50,000 calls per month, with 80% by voice and 20% by chat. Toast had trouble identifying which calls to review and difficulty switching from platform to platform. On top of that, most QA teams are only able to review 1-2% of conversations. So, Toast&rsquo;s data was unreliable. With Level AI, Toast solved these problems and more: it decreased average handling time and quickly identified the most important conversations for further QA review. Level AI gives Toast the ability to coach agents in real-time, drawing upon more accurate customer insights. Now Toast can automatically grade all agent conversations. And it can easily share reports generated by Level AI with the product team.</p>
<h2>Questions to Determine Fit</h2>
<p>What percentage of your calls are being audited right now? What are the most frequent reasons why your customers reach out to your contact center? What are you using to extract information from calls? Keyword matching? Transcriptions? Do you utilize contact center analytics software to assess QA and agent performance data? Can you cross-reference QA performance data with other conversational intelligence data points (e.g., topics)?</p>

Trail Guide: Level AI

<h2>Value Proposition</h2>
<p>Hiya is a branded caller ID solution for mobile devices that helps businesses reach more customers and protect their brand from unwanted spam labels by displaying a company name, logo, and call reason on outbound calls, leading to increased answer rates, higher talk times, and a better call reputation for the enterprise.</p>
<h2>Case Study</h2>
<p>With approximately 200 agents, Penske&rsquo;s contact center is its hub of customer experience for both inbound phone calls and outbound calls to follow up on inquiries that come in via the company website for consumer rentals. With spam and fraud calls rising 108% year after year, Penske started to notice a decrease in its answer rates, affecting the company&rsquo;s revenue and contact center productivity. Even though agents followed up with customers who wanted a call, customers didn&rsquo;t recognize the call and either ignored the company or marked it as spam.</p>
<p>Penske started looking for solutions that would give its call recipients insight into who was calling and why, so that the chance of connecting was significantly increased, and selected Hiya&rsquo;s complete SaaS solution: branded caller ID, self-service analytics and insights, reputation monitoring, and the ability to prevent imposters from spoofing calls.</p>
<p>By implementing Hiya Connect and being able to add identity to outbound calls with the company name, logo, and call reason, Penske&rsquo;s answer rates went from 14-17% to 26-33%, accounting for more than a 100% increase. Additionally, Penske was able to get almost 50% more calls answered on the first attempt, allowing the company to reach more prospects faster, decrease the time to convert the leads into customers, and increase call center agent productivity.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li><strong>Baseline Need:</strong> What is the purpose of your outbound calls and what challenges are you facing with your calls not being answered (reputation, unanswered calls, etc.)?&nbsp;</li>
<li><strong>Variability:</strong> Is there any seasonality in your business when call volumes are higher or lower?</li>
<li><strong>Historical Attempts to Remedy:</strong> How do you know your calls are unidentified or marked as spam?</li>
<li><strong>Scale:</strong> How many outbound calls does your organization make per month?</li>
<li><strong>Voice vs. Other Comms Channels:</strong> Are you using other communication methods or ways of servicing customers?</li>
</ol>
<p>&nbsp;</p>

Trail Guide: Hiya

<h2>Value Proposition</h2>
<p>HiOperator is a tech-augmented customer service outsourcer for digital channels that enables companies to deliver personalized experiences at scale while decreasing costs, increasing productivity, and capturing the voice of the customer to direct product strategy and grow revenue.</p>
<h2>Case Study</h2>
<p>After launching in 2016, The Athletic quickly rose as a top sports-reporting news source carrying over 1.2 million subscribers. Its contact centers quickly had over a five-week backlog of customer service tickets, were significantly understaffed, and were delivering a low CSAT because of the poor customer experience. In less than two weeks, HiOperator implemented fully managed customer service support and customization at scale to clear the backlog, improve CSAT, decrease total costs (50% by replacing the internal team), and increase the recaptured revenue (increased winning back customers by 8% that wanted to pause/cancel a subscription). HiOperator continues to serve as the digital channel vendor of choice to The Athletic as it grows internationally. &ldquo;HiOperator has grown from doing our overflow volume to consistently handling more than 90% of our overall contacts. The bottom line is that HiOperator has freed up a lot of our team&rsquo;s time and greatly improved our level of service.&rdquo; &mdash; Drew F., Head of Customer Service, The Athletic</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Baseline Need: Are you under pressure to cut customer experience costs? (HiOperator can reduce outsourcing costs by 15% or greater.)</li>
<li>Channel Mix: What percentage of your CX volume is voice vs chat vs SMS/email?</li>
<li>Scale: How many customer contacts per month do you receive? (Qualification minimums: 30,000 total digital (email &amp; SMS) contacts a month.)</li>
<li>Technology: What cloud-based system does your CX team use?</li>
<li>Priorities: Do you want your CX team to be on-shore or do you want the lowest price? (HiOperator can provide very low-cost U.S.-based digital customer support as well as near-shore partners to deliver cost-effective solutions.)</li>
</ol>

Trail Guide: HiOperator

<h2>Value Proposition</h2>
<p>AptEdge is an AI-based knowledge orchestration pla"orm that enables 30% faster resolution times, 20% higher customer satisfaction, and 25% more productivity for internal and external support teams.</p>
<h2>Case Study</h2>
<p>Everbridge provides software applications that accelerate organizations&rsquo; response to critical events. Despite the recent challenges for support teams, the company has been able to raise its customer satisfaction numbers. &ldquo;Our customer satisfaction rates have been 99% ever since we put AptEdge in use,&rdquo; says Renee Bastine, senior director of customer support at Everbridge. &ldquo;A big part of the reason is the fact we were able to push out answers to our techs very quickly when issues were presented with workarounds or solutions.&rdquo; AptEdge helped Everbridge avoid the siloing of knowledge by building workflows into the company&rsquo;s ticketing process. &ldquo;That meant we were able to get the answers to our customers quickly and accurately,&rdquo; Bastine says.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Do you offer digital support (i.e., chat, email)?</li>
<li>Does your call center have high ticket volumes?</li>
<li>Are you trying to do more with fewer agents?</li>
<li>Do your agents spend time with more than two data sources (e.g., Salesforce, Zendesk, CCaaS platform, ServiceNow, Jira, Confluence)?</li>
<li>Is there a challenge with escalating standard issues to Tier 2?</li>
</ol>

Trail Guide: AptEdge

<h2>Value Proposition</h2>
<p>Flip automates voice engagement with repetitive tier-1 customer inquiries so that agents can resolve more complex issues.&nbsp;</p>
<h2>Case Study</h2>
<p>UNTUCKit is a fast-growing, innovative retailer, pushing the boundaries of style, comfort, and the customer experience with perfectly shaped untucked shirts. From the early days, UNTUCKit has been steadfast in its commitment to curate an amazing customer experience, with services like personalized fittings, shirt steaming, and whiskey tastings in every store, and of course a dedicated customer service team ready to answer any question a customer may have. Flip Customer Assistant played a key role in the success of UNTUCKit&rsquo;s most recent peak season. Shortly after launch, UNTUCKit encountered an unexpected shipping delay, which further drove upcall volume. Flip&rsquo;s new self-service option enabled UNTUCKit to continue focusing on new sales instead of calls about shipping delays.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Do you offer phone support to customers, or want to offer customers a modern Alexa-like voice experience over the phone since its their channel of choice?</li>
<li>Can customers only reach you during limited support hours, or are they struggling to reach you to resolve their issues?</li>
<li>Is your support team crushed by the volume of inbound phone requests or struggling to handle seasonal or peak fluctuations?</li>
<li>Are your human support agents overloaded dealing with repetitive tier-1 inquiries that you can automate?</li>
<li>Are you overpaying for your current phone support, or seeking elite voice automation for your phone channel that can augment your human support team?</li>
</ol>

Trail Guide: Flip

<h2>Value Proposition</h2>
<p>Kustomer is a modern CX platform that integrates third-party systems, enabling support teams to deliver personalized service and enhancing the agent experience.</p>
<h2>Case Study</h2>
<p>Founded in 2015, Glovo is a leading global on-demand delivery platform based in Barcelona, Spain. The company conducts millions of monthly conversations across 13 languages and three distinct contact types, including customers, couriers, and business partners. Glovo was looking for an AI-powered customer service solution, built to help agents deliver more informative support, boost operational efficiency, and scale as the company grows. Glovo partnered with Kustomer to centralize support operations into a single customer service solution that offers agents the information they need to guarantee great support experiences. The results were significant:&nbsp;</p>
<ul>
<li>Unified multiple applications into an all-in-one customer service solution that provides agents with the data and context to resolve issues quickly and accurately.&nbsp;</li>
<li>Automatically routed inbound conversations based on native language, contact type, and lifetime order value, ensuring the right agent is always assigned and improving service level attainment by 20%.&nbsp;</li>
<li>Engaged high-value customers in proactive efforts, empowering Glovo&rsquo;s support team to create repeat business and deflect up to 84% of requests on average while maintaining a high satisfaction rating worldwide.</li>
</ul>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Are you selling your product or service directly to consumers (B2C or D2C)?&nbsp;</li>
<li>Is your tech stack disjointed? How many screens do your agents operate from?</li>
<li>How does your company understand the full lifecycle of the customer journey/experience?</li>
<li>How are you leveraging automation and AI to reduce basic inquiries to your contact center?</li>
<li>What are the most common contact reasons from your customers? If we could automate tasks or provide self-service options, how would that impact your business (agent efficiency, lower wait times, higher CSAT, etc.)?</li>
</ol>

Trail Guide: Kustomer

<h2><strong>Value Proposition</strong></h2>
<p>Journey has developed the world&rsquo;s first identity network and platform to enable composable, frictionless, and highly secure identity experiences in the contact center. In short, customers can now use the powerful sensors on smart devices to bring digital identity into the voice channel. Journey has pre-integrated best-in-class technologies to request, encrypt, and tokenize any identity proof, authentication, payment, document, biometric, and more to utterly change how customers and employees prove their identity for secure, fast, elegant and privacy-preserving interactions.</p>
<h2><strong>Case Study</strong></h2>
<p>A top-three bank in the United States with millions of customers takes about one billion calls annually in its contact center. Depending on the purpose of the call, the contact center must verify the caller&rsquo;s identity, consuming anywhere from 30 to 90 seconds. The customer must openly share their PII over the voice channel, which is uncomfortable on top of being highly insecure. The contact center is the number-one fraud vector, so millions of dollars walk out the door monthly, and integrating new security solutions is a grueling process fraught with failure points because the bank has over 20,000 apps and use cases. Journey was chosen as the onboarding and authentication solution because its identity network and pre-integrated platform work seamlessly with on-premise and cloud solutions across customer touch points and contact center channels (voice, chat, IVR/IVA, agent desktop, and more). The platform can leverage passive, active, biometric, and behavioral data to prove identity to a high degree of veracity in about two seconds, saving millions of dollars, driving huge efficiencies, and creating an elegant and modern customer experience.</p>
<h2>Questions to Determine Fit</h2>
<ol>
<li>Do you struggle with compliance for any payment, privacy or security regulations (HIPAA, PCI, GDPR, CCPA, KYC or BSA, for example)?</li>
<li>Do your agents spend more than 30 seconds authenticating callers?</li>
<li>Do you struggle with transitions between contact center channels? For example, do you require customers to authenticate each time they move from IVR to agent or agent to agent?</li>
<li>Do you know when customers enter the contact center from a digital channel and do you have to re-authenticate them?</li>
<li>Do you have agents working from home with sensitive information on their screens?</li>
</ol>

Trail Guide: Journey

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Daniel Pryfogle

<p class="p1">Get outfitted with the most adventurous CX solution providers &mdash; the innovators who are transforming customer experience and the future of work.</p>