ENHANCEMENTS TO THE DIALER PLATFORM

Updated March 3rd, 2006

Quantrax's investment in the development of I-Tel will be significant. Investing in the research and development is something Quantrax has always taken great pride in doing over the years, and with a complex system such as a dialer, it is very important to make sure that new technology and new functional requirements are incorporated into the product. Today, I-Tel is a stable, flexible product that offers all the different forms of outbound dialing, inbound call management and call recording. It is also fully integrated with Intelec and does not require downloads of calling lists or uploads of dialer activity to to Intelec. As we add functionality to Intelec, there will be corresponding changes to I-Tel in the area of the dialer product and its integration with Intelec.

Following is a list of some of the the enhancements that are presently being developed. Along with the item, we have projected the anticipated version and time frame in which the change will be available. Note that these dates are subject to change.

For delivery in 2006 and later

Call Handling Enhancements - The I-Tel dialer telephony support will be enhanced to include support for “whisper” mode, local and remote monitoring of calls, call conferencing, call transfer, and call takeover. Support will also be added to allow agents to place calls on hold and retrieve them from hold.

Call Blending - Currently, the I-Tel dialer supports four distinct dialing modes: Preview, Power, Progressive, and Predictive. Support will be added to allow predictive agents to handle inbound calls with the dialer factoring the inbound calls into the pacing mechanisms, for optimal productivity and dialer effectiveness. True "blending" is the concept of giving inbound calls to agents who are on an outbound campaign, factoring the activity into the dialer performance management.

Campaign Chains - The I-Tel dialer campaign support will be enhanced to allow multiple campaigns to be “daisy-chained” in meaningful sequences. This will provide the user with the ability to create automatic campaign "progression" without the need for management intervention. At the end of one campaign, another campaign could be initiated and management will not be required to direct each individual as is the case with many basic predictive dialing systems.

Campaign Upload Support -Currently, the I-Tel dialer requires some configuration information to be provided to both the iSeries system and the PC system. The I-Tel dialer will be enhanced to support a single point of configuration activity for defining new campaigns and campaign changes.

Timed Start/Stop of Campaigns - Support will be added to allow campaigns to be started and stopped at predefined times. Support will also be added for suspending and resuming campaigns. Along with the functionality of campaign chains, setting up campaigns and having to inform users of where they should be, could soon be a thing of the past! Intelec will be able to take a user through all of the campaigns they need to be in without the need for consultation with management. Management will be able to set up campaigns and work plans in advance, reducing the amount of time taken to manage the dialer and collection staff.

Configurable Outage Windows/Enhancement of Intelec Nightly Processing - The I-Tel dialer will be enhanced to support the definition of time windows when the iSeries will not be available. Correspondingly, the Intelec nightly processing will be enhanced to recognize when the dialer is/is not available. This will allow certain types of dialer operations to continue even when Intelec is not available.

Spoken Phrase Repertoire - Quantrax will research the development of a dictionary of common spoken words and phrases. Multiple speaking styles, accents, and cultural affectations will be included in the analysis.