SoundBite Web Services API Optimizes Contact Center Operations and Improves Customer Satisfaction

Bedford, Mass. – SoundBite Communications Inc. (Nasdaq: SDBT) today announced that it has enhanced its Web services API with three new modules: SoundBite Connect for Computer Telephony Integration (CTI) integration, SoundBite Automate for automated data exchange, and SoundBite Trigger for real-time messaging. The Web Services API has delivered immediate results for several SoundBite clients, including a global financial services provider, which has integrated its contact center infrastructure with SoundBite’s Intelligent Communications Platform via CTI Connect. The integration with SoundBite enables enhanced CTI capabilities for the financial institution which have resulted in a 66 percent reduction in customer hold times which drove a 68 percent decrease in caller hang-ups while on hold.

Deeper Connections Drive Better Business Results

The financial institution leverages the SoundBite Intelligent Communications Platform to communicate proactively with its customers. Using SoundBite’s CTI Connect module, this financial institution has created a deeper integration between its contact center and the SoundBite platform. When a customer chooses to speak to a contact center agent, SoundBite seamlessly transfers the caller and the associated customer information to the appropriate agent’s desktop application. As a result, the agent is provided with advanced knowledge of the customer and the nature of the call, thereby eliminating lengthy delays and the need for callers to repeat information.

"Companies having a need to communicate frequently with a large number of consumers are finding SoundBite’s hosted multi-channel communications solutions can play an integral part of their overall communications strategy," said Tim Segall, chief technology officer at SoundBite Communications. "Through enhanced functionality, such as the SoundBite CTI Connect module, we deepen the connections in the contact center environment and help our clients realize greater efficiencies and significant cost savings."

Improving Efficiency with SoundBite’s API

The SoundBite API, introduced in 2008, delivers a Web services interface to the SoundBite Intelligent Communications Platform, providing on-demand access to multi-channel proactive communications business services. The Web services API allows organizations to leverage their existing systems and platforms to automate business processes and transform their customer communications through a Software-as-a-Service (SaaS) offering. There are three modules of the Web Services API:

• SoundBite Automate – Companies can add custom levels of integration into their back office data systems. This automates repetitive campaign management tasks by viewing the status in real-time, loading a contact list directly from the system, and updating CRM databases with the campaign results.
• SoundBite CTI Connect – Enables companies to create deeper connections between SoundBite’s Intelligent Communications Platform and their contact center infrastructure. CTI capabilities enable intelligent call routing, agent screen pop support of customer data, and efficient call pacing. SoundBite CTI Connect finds the best match between caller needs and agent resources, resulting in higher customer satisfaction and greater contact center efficiencies. 
• SoundBite Trigger – Deliver real-time messages for time-sensitive communications such as suspicious credit card activity or emergency broadcast notifications, over a customer’s preferred communications channels.

Additional information about the benefits of SoundBite’s Web Services API and its related modules is available at http://www.soundbite.com/technology/web-services-api.

About SoundBite Communications
SoundBite Communications provides on-demand, integrated multi-channel communications solutions that enable clients to achieve superior business results.  Building on its foundation as a leading provider of automated voice messaging services, SoundBite offers integrated voice, text and email messaging solutions that help clients deliver the right message, to the right customer, using the right channel, at the right time.  Organizations in industries such as collections, financial services, retail, telecom and media, and utilities rely on the SoundBite Intelligent Communications Platform to send over a billion messages annually for collections, customer care, and sales and marketing applications.  For more information, visit http://www.SoundBite.com.