Page 2 - St Jude Proposal

Dear Don,
Thank you for considering our revised proposal. It is our intent to present St. Jude with a solution that addresses your immediate need and scales as you expand speech and data analytics to other parts the organization.
As with any product or service it only makes sense to acquire it if problems are solved through the use of that product or service. As we discussed, I believe Topbox will not only solve the problems you outlined for me but expose others you may not even have on your radar.
Problem One: The ability to monitor and act on ‘hot topics’. Topbox has two algorithmic modules focusing on this problem. The first is Emerging Issues which tracks spikes in call volumes associated with a particular call driver and reflects the number of standard deviations above the mean. The second shows which call drivers had the highest rate of change day over day, week over week and month over month. Both are intended to deliver insights on ‘hot topics’. As a reminder to the functionality a short video demo is included later in the proposal.
Problem Two: Agent performance and coaching feedback. While the homerun ROI elements associated with speech are typically found in the Customer Experience related insights agent performance is extremely important. Topbox has an integrated quality management module and endless reporting capabilities. In the recorded short demo included in this proposal you’ll see that Western Union has 12 performance reports with the Coaching Report highlighted. This is a single view of the key metrics associated with agent performance. Western Union improved customer sentiment by 15% using Topbox for coaching and they have agreed to act as a reference for St. Jude so you can hear for yourself how they feel about buying and using Topbox to improve their business.
A typical Topbox customer will find solutions to several problems generating an average return on investment of 75 times the cost of our application. I hope St. Jude is one of them!
CONFIDENTIAL 2