Page 3 - Goodwill SEW Proposal from Topbox

Topbox Platform
Consumption Based Pricing
• Tiered pricing based on projected and actual throughput
• Flexibility to move up or down the tier structure based on analytic need,
budget and seasonality
Agnostic Aggregation of Data
• The Topbox solution allows for the aggregation of data from any point application
• We have ingested data from multiple call recording platforms, chat/email platforms, CRMs, switch providers, social media providers, Survey providers and Product Review tools.
Store Consolidation
• The Topbox solution allows for segregation of data at the store level allowing you to aggregate all store data to evaluate and analyze in the aggregate or individually
• Goodwill can decide who is able to view data at a store, regional, or corporate level
Omni-Channel
• Topbox is truly omni-channel with live instances of phone, chat, email, product review, survey, app chat, app comment, web comment and social media
Customer Experience and Operational Efficiency
• Operational Efficiency Analytics – OE Analytics delivers guided analytic “stories” focused on improving contact center performance at the agent and call type level. Our application allows you to see customer sentiment change along every dimension of the data
• Customer Experience Analytics – CX Analytics Delivers guided analytic “stories” focused on identifying customer friction points up and down stream from the contact center.
Optional QA Module
• Quality Assurance/Performance Management – Our QM application is integrated OE Analytics allowing you and your teams to choose the parameters of interactions for evaluation across ANY metadata element
• Each of the Topbox modules can be delivered based on persona.
CONFIDENTIAL 3