Page 10 - Topbox Proposal for Marriott - Final

Marriott Objectives
• Identify root cause of customer friction points, pinpoint service issues, and improve agent performance.
• Surface and manage operational differences (AHT, FCR, Sentiment) based on various technology and operational dimensions (e.g., different agent platforms)
• Reduce cost to service members while providing improved experience.
• Understand call drivers across all interactions.
• Cost-effectively scale analytical value across property footprint.
Topbox Recommended Solution
• 4,000 agents – 20M minutes per month handled
• 17.5% sample rate = 3,500,000 minutes processed
• Processing CPM - $0.0175
• Monthly Cost - $52,500 billed quarterly at $157,500
• Annual pre-payment discount - 5%
• 86 Languages supported – up charge for language dependent on volume
• Launch Fee – waived
• No Training Fee
• Assigned Customer Success Manager included in pricing
• 180 Day evaluation period – T for C at end of period
• 2 year agreement
Topbox Alternate Solution - 1
• 4,000 agents – 20M minutes per month handled
• You choose the sample rate and minutes processed per the pricing grid included
• Annual pre-payment discount - 5%
• 86 Languages supported – up charge for language dependent on minutes processed
• Launch Fee – waived
• No Training Fee
• Assigned Customer Success Manager included in pricing
• 180 Day evaluation period – T for C at end of period
• 2 year agreement
CONFIDENTIAL 10