Confidential From Telenomics Inc

CALL ACCOUNTING AND MANAGEMENT: CUSTOMER INTERACTION QUESTIONNAIRE

Why Use Call Accounting?

In an effort to maximize resources and share expenses, a growing number of companies are combining their telecommunications with their IT Departments. Unfortunately, with consolidations of responsibilities, telecommunications applications frequently are not given the attention of other mission-critical software systems associated in the IT environment. However, Telecommunications is commonly one of the company's top 3 expenses and easily one of the best opportunities to save vast amount of both hard and soft dollars within the company, Telephone Call Accounting allows managers to improve productivity and reduce cost. Growing businesses, in particular, are often faced with challenges to track both incoming and outgoing calls, reduce directory assistance charges, and automate business and telephone transactions as well as information gathering.

Minimizing telephone network crime and providing fraud detection is also of great importance in today's security evolved world... Identifying where calls are coming from, in cases such as bomb and fire threats or personal threats have become more and more relevant in requiring a company wide Call Accounting Systems (CAS). Even simple items such as who's internally giving information to our competitors in sales and engineering have been successfully identified using these systems by simply using the inquiry screen to determine who's calling certain numbers or companies identified within CAS.

What about the Customer Service and Sales Departments. Don't you need to know who, and how often your customer service representatives are speaking with the outside world? If you have sales and/or call centers, don't you need to know which agents are on the telephone the most, doing their job and who they're speaking with? Don't you need to know how often they follow up within certain accounts? Would you like to know what sales agents are not doing their job, yet still collecting your pay check?

Allocating and distributing telephone costs can be critical. If businesses track their calls, then the information can be used to charge back telephone charges, along with equipment charges and or cell phone credit card, pager bills, etc. Call accounting information also can be used to evaluate sales and customer service departments as well as the efficiency of the PBX least-cost routing associated with your expensive trunk/telephone lines (that you get a bill for each and every month).

Bottom line, telephone expenses are a big dollar item, people utilizing them are even a larger expense. So what do you do when the telephone bill comes in, simply pay it and wait for the next one, or do you have controls in place? Do you ignore when employees pass a good part of the day calling friends and relatives instead of working? Have you ever addressed how much this costs your company, or can you even identify it?


Cell Phones
What is the monthly bill for cell phones?

Is it going up?

If so by how much?

Is the Air time bill now greater than the fixed line costs? If not, is it closing in?

How many cell phone calls are personal versus business, possibly 4 or 5 to 1?

What if we could drop our cell/air bills by 50%? What would that save us a month?

The Telenomics Web System has been built to handle cell phones, pagers, credit card bills, etc. See matrix on next page on potential savings by simply reducing 20% of the phone bill by simply cutting out ½ of the existing personal/abusive calls…

Telephone Savings Matrix:
The Telephone Saving Matrix on the following page is quite simple to use and understand. What we're stating that can be used for telephone estimated savings is based on having the average employee phone bill at $50.00 a month and reducing only 20% of those costs (you could do a lot more).

We're also saying there is an additional soft dollar cost associated with this reduction by having these employees working during this period of time. We used just 15 minutes reduction a day for these estimates along with an estimated employee salary. We also reduced the monthly line charges based on these savings.

We did not include any potential savings for other resources such as cell phones, pagers, etc., which too could save you a lot of revenue.

If you would like a copy of the matrix to fill in your own numbers, simply call us and ask for one.

The following is a typical bench mark that can be used in cost savings in CAS based on a company with 500 telephones and a $25,000 a month phone bill. Please adjust up or down for the number of employees and telephones expenses at your company. Estimates are based on a company with no existing call accounting system. If you have one in place that's not effective, results will vary with implementing a new web based one that can be managed.

		Est.	Hard Dollar	Savings	Annual	Cumulative
Monthly Amount of Phone Bill	Est. Monthly Savings	Est. Annual Savings	Number of sites		Est. Combined Savings	Est. Annual Savings
$25,000.00	$5,000.00	$60,000.00	1		$60,000.00	$60,000.00
					Annual	Cumulative
Average Monthly Line Charge	Average Number of Lines	Reduced Number of Lines	Savings per Mo	Number of Sites	Est. Combined Savings	Est. Annual Savings
$25.00	30	6	$150.00	1	$1,800.00	$61,800.00
Soft	Dollar	Savings			Annual	Cumulative
Number Employees	Est. Hourly Earning	Est. Monthly Savings	Est. Annual Savings	Number of sites	Est. Combined Annual	Est. Annual Savings
500	$15.00	$40,650.00	$487,800.00	1	$487,800.00	$549,600.00

Hard Dollar Costs - Abuse 
Hard Dollar Savings 
Monthly Telephone Bill should be reduced approximately 20% based on eliminating ½ of personal calls.

Hard Dollar Costs - Line Savings
Eliminate 20% of lines by reducing telephone traffic and being able to manage trunk lines with software 

Soft Dollar Costs
Productivity Savings based on average of reducing person/wasted time on telephone of 15.minutes per day (based on salary less fringe benefits).

Benefits of CDR / Call Accounting

Does your company have controls over its telephony expenses?
Please see how many of the following questions apply to you:
1) Are the telephone costs within the company one of the top 3 - 5 expenses? If so, which is it, the top 3rd, 4th, or 5th expense?

2) What are the total annual dollars spent on telephony expenses?

3) What percentage of the telephone expense is personal versus business? Are the personal calls; 65% of the total, 60% of the total or only 50% of the total?

4) If you could reduce personal calls by 30% how much would that save in hard dollars on an annual basis?

5) If non-business calls were reduced by 25-30%, how much would that equate to in savings of personnel dollars as it relates to productivity? (Hourly rate + benefits = increased productivity time).

6) How much do you spend a month on telephone lines/trunks charges? (Average $25 - $35 per line). Do you have the proper amounts of working lines (too many or not enough).

7) Can you tell which trunk lines are working and which ones are not? You pay for them monthly either way.

8) Can you tell if the trunk lines are properly allocated for the correct call patterns and traffic amounts?

9) If non-business calls were lowered would the system require even less trunk lines? What would be the annual savings based on the reduction of lines associated with this potential change?

10) If telephone calls and equipment costs are currently being charged back to the various divisions and departments, How much time does accounting spend breaking out the various telephone bills each month?

If automated, how much would your company save in accounting personnel time?

Does the company also charge back cellular and credit card amounts. Is that function automated?

11) Does your company have the PBX(s) programmed to utilize the least cost routing system feature?

Do you know for a fact that you're selecting the correct carrier for the local calls? For example it's very easy to make a mistake and choose the long distance carrier / rates when we you should be selecting the local carrier, at a much lower rate. It's a common mistake.

Can you verify if your PBX Least Cost Routing (LCR) is being done correctly?

Do you have any idea if your LCR is incorrect how much additional expense could be incurred in a 12 month period?

12) Billing errors are always a potential from carriers. Do you know what's being billed versus what is actually going through your company PBX(s)? Do you have a way to verify this process?

13) Toll Fraud can go on for weeks before being detected. Does your company have anything in place to detect potential toll fraud? What is your exposure? How much could it potentially cost you?

14) Do you have any idea where the 800 calls / expenses are going within the company? How much is the monthly / annual 800 telephone expenses? Which departments and individuals make up these expenses? Why do these expenses always go up around the holidays?

15) In the sales department can you identify which customers or potential customers have been called over the past 6 months?

16) Can you identify a relationship between the number of times and time periods which customers are called that have a result in their sales going either up or down?

17) Can you tie sales calls into the amount of time spent on the telephone with clients over the past 6 months? Can you identify which sales agents are contacting which accounts? Can you identify which successful sales agents spend what percentage of their time on the telephone with customers that buy your product and services? Can you identify the average time spent on the telephone by agent, and the amount of revenue generated by the sales agents, as a result of their time on the telephone?

Summary
Telenomics has been providing CAS since 1983. We have a large and very dependable user base. We save our customers a lot of money with our systems and customer services. We also boast of our great customer support from within our staff.

Telenomics has gone through the CAS mainframe system to the PC client Server System and now we offer the Web based Pware System which just about anyone can operate. It's designed to allow managers to retrieve their own reports through the company internal internet which we set up for you.

Telenomics PwareWeb is:

1) Easy to use.
2) Very reliable
3) Easy to interface to other systems such as HR, GL, AP & AR.
4) Works on standard Windows 2000 & Windows NT with the data base setting on either the Web Server or a Unix Server.

Pware Legacy Discount Program
This is just a reminder, but the discounts we're offering throughout 2002 to existing Telenomics Pware Legacy customers who are upgrading from either the Pware PC Client or the HP 3000 Pware System will end of this calendar year.

How to get Demo of PwareWeb
If you wish to get a demo, it's simple & very easy. Call us or one of our participating dealers and schedule a demo. You won't need to have anyone come out and call on you. We'll simply have you sign on to our web page with the password and log-in which we'll assign to you. We'll then simply walk you through the demo. Your only requirements for the demo are a web browser with Explorer and a telephone.