1. Operator Services For HastingBorough Council

2. Today’s agenda Netcall Operator Services Our Customers Introducing Netcall Introducing Telephony Automation • Operator Services

3. Key Facts • Netcall PLC listed on the LSE is a group of companies • Each with more than 14 years of profitable trading • UK based Software vendor • In-house design, engineering and support based in 3 local sites • Regular software updates and releases • Platform or hosted solutions that are widely integrated • Over 500 customers • Public Sector (including 80 Local Authorities, 45 Universities,15 Police Forces) • NHS (including >60% Acute Trusts) and • >100 Enterprise customers • 20+ Partnerships and Alliances • 130 staff • Circa £14m turnover

4. Netcall Group: a selection of our public sector customers

5. Some Customer Reference Sites - Local Government

6. Some Customer Reference Sites - Local Government

7. SEMAP+ THE FOUNDATION OF OUR TECHNOLOGY Eden Triage Direct Debit Information Locator Mail-2-me Surveys Reporting Payments Result Operator Services Name Dialling, Mobility, Messenger+ CallMeBack Q-Max Queue Buster Confirmer Remind+ ContactCentre 59R Automation Agents Inbound Outbound SEMAP+ E1 (DPNSS / QSIG) IPT SIP Speech Recognition Text to Speech Email Other Technology SMS

8. What is Automation? • Automation is NOT about removing human contact • Automation is NOT about forcing change on your customers • Automation IS a way to improve efficiency whilst raising the level of customer service • Automation IS about taking routine and repetitive calls away from human operators

9. Operator Services for Internal Use • Not only can Staff & Councillors contact other staff quickly and efficiently in or out of hours, but the system can be populated with names of customers, suppliers etc. • This allows Staff & Councillors to make most of their work calls, safely and efficiently, using only speech recognition, and they can enter their own personal numbers too! • Staff & Councillors are authenticated either by PIN or the CLI of their phone

10. Operator Services for External Use • Citizens can ask for names, departments or roles • Calls are routed to individuals, hunt groups or Contact Centre queues • Aliases are supported e. g. “Bins”, “Rubbish” directed to “Environmental Services”

11. Operator Services Benefits • Available 24/7 – contactability is no longer reliant on Operator working hours • Frees up Operator time to deal with external callers • No reliance on directory accessibility • Optional call screening – calls can be announced with an opportunity to accept/reject • Add personal numbers – no need to use numbers stored on mobile phones • Use to call numbers within and outside of the Council

12. ! Live Demonstration

13. Thank You • Dave Amps • Dave.Amps@netcall.com • 0330 333 6100