Voice, Contact Center AN D Speech Recognition — Important Points to Consider

This includeschoosing the right voice, contact centerand speech recognition technologies.Designed, developed and deployed around your unique needs, Black Box Network Services’ voice, contact center and speech recognition solutions are built to meet your technology goals and your business objectives.

Voice Considerations

In the financial services industry, companies range widely in size, from small firms to Fortune 500 businesses with large contact centers. Within those companies, the voice technologies vary widely as well, including everything from traditional telephony to customized, integrated IP telephony. Very few providers are able to support the needs of firms as they grow into global corporations or to tackle the always-advancing menu of voice technologies. Before choosing a network service provider, we recommend that you study their capabilities so that you’ll get the service — and services — that you need to succeed whether you’re a small firm, an international powerhouse or somewhere in-between. Demanding the following capabilities will help you choose the right provider.

• Evaluation, design, implementation, integration and management
• Installations, upgrades, repairs, maintenance and disaster recovery
• Seamless project coordination across the United States
• A 24/7/365 Network Operations Center
• Moves/adds/changes, routine maintenance and other support
• Short-term, long-term and emergency staffing
• Expertise in the financial services industry, ranging from small businesses to Fortune 500 companies
• Dedicated and experienced technical staff for centralized and field service support

At Black Box Network Services, we offer all these advantages and more. We design, procure, install and support telephony systems from every major voice communications technology provider, and our technicians are certified
by every major manufacturer. We maintain partnerships and strategic relationships with Aspect™, AVAYA, AVST, Cisco®, ClearOne®, Ericsson®, Executone, Inter-Tel®, Intervoice, Kentrox, Mitel®, NEC, Nortel®, Plantronics®,
Polycom®, Siemens, ShoreTel™, Spectralink®, Toshiba, Vertical and others.

Complete network infrastructure solutions

Black Box Network Services is the world’s largest technical services company dedicated to designing, building and maintaining today’s complicated data, voice and converged infrastructure and contact center systems. Black Box Network Services serves 175,000 clients in 141 countries through 169 offices throughout the world. Through our ISO 9001:2000 Certified Quality System, we provide free 24/7/365 hotline technical support by phone and online — whether you buy from us or not.

Providing services for new installations, upgrades, maintenance and support and offering more than 118,000 products, Black Box Network Services is the only source you need to make all your network connections.

Speech Recognition Considerations

Speech recognition solutions can be an ideal way to meet your demands for cost-effective communications while maintaining the high level of customer service that customers expect from financial institutions. An intuitive, streamlined IVR system encourages callers to use the automated system, allowing you to reduce the number of agents dedicated to answering calls. And customers get the information they need 24 hours a day without waiting for a representative to become available.

Speech recognition products from Black Box Network Services are efficient, logical and caller-friendly. With nearly a decade of experience designing, developing and deploying speech recognition capabilities, Black Box Network Services draws from its experience designing IVR systems that deliver your callers to the right resources and the right information to your callers. The result is an IVR system that works toward your goal of providing efficient, helpful customer service — something that’s always good for business.

Contact Center Considerations

For most contact centers, the highest priority should be finding an efficient, affordable, customizable and comprehensive solution. It’s a lofty, but achievable goal. While some companies believe the key lies in the development of the
solution, it should start before that — during a thorough study of your business goals and challenges. That way, your network service provider will be equipped to design, then develop and deploy, a solution that overcomes the challenges and
meets your objectives from the ground up, with capabilities including:

• ACD (Networking)
• IVR (Speech Recognition, Text to Speech)
• CTI (Screen Pop, Advanced Call Routing)
• Consolidated Reporting
• Workforce Optimization (Quality Monitoring, Workforce Management, eLearning)

Employing a Contact Center Automation Study, Contact Center Multimedia Study and/or Contact Center Migration Study, the Black Box Network Services design team is equipped with the right information to tackle your objectives and
challenges. With 18 years average experience, these design specialists leverage their broad technology knowledge, their expertise in the financial services market, as well as results gathered from your studies to deliver contact center
products and services that meet your specific business goals. These products include Dialect®, our proprietary software toolkit, which our design team refines and customizes to meet each client’s individual contact center challenges.

For more information on our voice, contact center or speech recognition capabilities, please contact your Black Box Sales Representative or call Black Box Network Services – Voice Services at 1-800-324-2222.