SoundBite Introduces New Campaign Management Tools to Increase Contact Center Productivity

Bedford, Mass. – SoundBite Communications Inc. (Nasdaq:SDBT) today announced that it has enhanced its Intelligent Communications Platform for multi-channel, proactive customer communications with the release of new customizable campaign management tools to effectively manage on-going campaigns and contact center resources from one central location. The customizable console creates a user-defined view of real-time performance data and provides access to SoundBite’s expanded suite of flexible campaign pacing models. Contact center managers can properly allocate agent resources and reduce hold times and customer hang-ups by selecting the pacing model most appropriate for their contact center environment.

SoundBite’s campaign management console is a new, customizable user interface to the SoundBite Intelligent Communications Platform and is designed to accommodate different roles within an organization. Each user can tailor the best presentation of agent statistics and campaign metrics, conveying real-time campaign activity in a productive and actionable way. The easy-to-use console incorporates familiar web application user control features to simplify changes and to access business intelligence. As a result, users can manage multiple campaigns from a single page using fewer mouse clicks. These control features allow users to do the following:

• Access a menu of key performance indicators using right click actions

• View campaign status through mouse-over and icon indicators

• Gain real-time insight on work remaining with a pop-up management display

• Make on-screen changes to campaigns with edit-in-place functionality

Many contact centers have agents dedicated to a single account while blended contact center environments have agents handling many different types of accounts. SoundBite offers multiple pacing models to support both environments and maximize the value of dollars spent per agent hour. With one simple mouse click, contact center managers can select the best pacing option for their proactive communications strategy.

"Balancing call volumes with agent resources is critical to many organizations that wish to engage their customers in a meaningful dialogue but lack the tools and insight," said John Tallarico, vice president of Product Management at SoundBite. "Without this proper balance, contact centers run the risk of leaving consumers placed on hold with no available agents to speak to them, or too many agents left idle waiting for calls. SoundBite’s campaign management tools provide the insight and robust technology to properly allocate agent resources and increase contact center productivity."