SmartM Care is an open, secure and scalable platform targeted to Contact Centers to exploit the true capabilities of smart phones. It is designed to let customers connect with the contact center from within a mobile application and gives contact center agents a panoramic view of customer prior to connecting with them.

1. Traditional Voice / IVR Channels
Contact Center
PSTN PBX, ACD, IVR,
CRM
Human Agent
 Toll-free Calls
– IVR + Hold Time + Live Help = Costs
 Smart Device acts “Dumb”
– Customer Experience Suffers
 Voice/IVR Channel – Very Limited
– Lost Sales opportunities

2. SmartM Care Optimized Channel
User Data Contact Center
WEB PBX, ACD, IVR,
CRM
Call Back
PSTN
Human Agent
 IVR is replaced with Mobile App: IVR + Hold Time
Telecom Costs Eliminated
 User request gets into the existing callback queue
via Web query: Customer Experience Improves
 Relevant User Social Media, Location Data
delivered to agent: Increased Sales Opportunities

3. Introducing SmartM Care Button
SmartM SmartM
Thank You, Bob!
Our Team Member
will
call you within 5
minutes.
• SmartM button / API is embedded onto each screen of the app
• Captures User Contextual Data: Account #, ScreenID, Social
Profile, Likes, User type (promoter, passive), current Location ->
All sent to Contact Center

4. SmartM Care via Social Media
• Social Media Information
• Net Promoter Score
• Account Data, ScreenID
• Location Data
• Coupons & Incentives Contact
SmartM • Product Info Center
Care
• Directions & Maps
• Surveys
Capture and deliver Contextual Information for interactions
-> Enables Contact Center to make informed conversations
-> Improved Customer Experience & Increase Sales opportunities

5. SmartM Care Target Market
 Banks and Financial institutions
 Wireless Carriers & ISPs
 Retail and eCommerce
 Travel, Hospitality & entertainment
 Healthcare
 Utilities
Businesses where:
 loyal customers are likely to be influencers
 call volumes can easily exceed the capabilities of available
customer service representatives
 conversational transactions are a must to ensure service
completion in a timely manner

6. SmartM Care Setup
Phonologies SugarCRM*
WEB Web CTI*
Customer
Smart Phone
Phonologies
Application
SIP ACD &
Dialer*
Call Back via PSTN/SIP Contact Center
- Agent CRM Screen Pop*
- GoogleTalk SIP Client*
*Replaceable by Customer

7. Value Proposition
 Customer loyalty programs & increased real-time Up-
selling / Cross-selling opportunities = Revenues
 Improved Customer Experience by the growing smart
device user base
 Cost Savings from cut in IVR / hold time + better use of
infrastructure (ports) & operational optimization
(callbacks)
 ZERO risk deployment: Little or no changes to existing
Contact Center Systems and easy Customer Mobile App
integration with SmartM API