Nationwide in Scope, Local in Touch Transforming 2-1-1 into a United Way Flagship Partner

United Way WorldwideJune 2014

Nationwide in Scope, Local in Touch

Transforming 2-1-1 into a United Way Flagship Partner

United Way WorldwideNational 2-1-1 Telephony Initiative

Agenda

Vision

Benefits

Overview of National Telephony Project

Timeline of Events

New Business

Yearly Savings to 211

United Way 211’s

Independent 211’s

Additional Savings to 211

Details of Agreement

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Vision: 2-1-1 as a UW flagship partner

1. A nationwide 2-1-1 platform supporting national clients, programs and local and regional communities of need, customized to the local level

2. Drives delivery of the United Way “Commitment” and Mission by establishing, promoting a true UW Flagship Partnership

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Benefits of a Virtually Connected 2-1-1 Network

UWW would lead in building a 2-1-1 nationwide telephony platform able to support nationwide projects - FEMA, CDC, CMS (ACA), Financial Services Industries, MFT

•Support the initiation/creation of standards across the network

•Enable smaller 2-1-1 centers an opportunity to be inter-networked and participate at a national level

•New revenue generation for both UWW, LUW/2-1-1 and independent 2-1-1

•Increase 2-1-1 and UW impact on shared missions/goals

•Increases trust:

• Internally within the 2-1-1 and LUW communities

• Externally through nationwide initiatives (Positioning)

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United Way Worldwide Objectives

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Improved Alignment

Increased integration

Establish National Infrastructure

2-1-1’s 2-1-1’s

2-1-1 National Master Agreement

Unified Telephony Solution

Increasing Complexity For 2-1-1 centers

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• Scalability

• Flexibility

• Remote Agents

• Reporting

• Redundancy

• Lower Up Front Costs

Caller

Caller

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Agent

Remote Agent

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Agent

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Agent

Your Switch

InContact dials the Agents 10 digit DID or extension and the switch passes the call through to the phone

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Supervisor

Reporting and management access to real time reports is via internet access to the inContact application

Timeline of Events

December 23rd 2013• UWW signed Master Agreement

Moved to UWW pricing since January 1st 2014United Way of SLC 2-1-1

Michigan 2-1-1

Heartline (Oklahoma) 2-1-1

2-1-1 Tampa Bay Cares

United Way of Connecticut 2-1-1

Emergency Food and Shelter

United Way Association of South Carolina-June 2014

Hudson Valley (NY) 211-June 2014

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NEW Business joining inContact in 2014Under the United Way Worldwide Agreement?

Heartline 2-1-1 (Oklahoma)

Michigan Statewide 2-1-1

2014 New Network Engagement

Atlanta

Denver

Alabama

Missouri

Ontario Canada

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Agreement Framework

Key Points:

•Master Agreement - UWW guarantor and subsides costs

•Available to all 2-1-1 and 3-1-1 centers

•Telephony 101 – how charges are accessed

•Favored Nation status and pricing on telephony and service

•Basic Requirements – a la carte options

•SLA

•Designated inContact CSM dedicated to the 2-1-1 network

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Tiered Pricing Model

0-200 Specialists

•Concurrent Licenses - $109.20

•Call Recording – $10.40

•Chat and Email - $5.20

•Additional Ports - $50.00

•Premier Plus - $30.00

Tier One

201 – 450 Specialists

•Concurrent Licenses - $100.80

•Call Recording - $9.60

•Chat and Email - $4.80

•Additional Ports - $50.00

•Premier Plus - $30.00

Tier Two

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Tiered Pricing Model

451 Specialists +

•Concurrent Licenses - $84.00

•Call Recording - $8.00

•Chat and Email - $4.00

•Additional Ports - $50.00

•Premier Plus - $30.00

Tier Three

• Accessed twice a year: June and December

• Eligibility for new group pricing, specialist count must exceed the next higher pricing group tier at assessment for four months of the preceding six months

Measuring Tiers

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What’s included?

Premier Success Plus Customer Success Package Includes:

•    Designated Customer Success Manager providing guidance, coaching, and advocacy within inContact.                   .

•     7x24 Customer Care via phone, chat, and portal

•      Premier Customer Service and Technical Support experience including best-effort designated seasoned Customer Service

•      Top Priority call and case routing, based on priority level

•       5x9 PS On-Demand (8AM – 5PM M-F MST) via phone list in 15-minute increments @ $75

•   40% discount on list rates for PS On-Demand

•       Comprehensive catalog of self-paced, webinar, and instructor-led courses

•        Standard charges apply

•        40% discount on all education offerings

•        Unlimited training in SLC for pre-scheduled offerings

• Schedule available at inContact U (check space availability with CSM/CSA)

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Strategic Partnership

InContact’s Commitment to the 2-1-1 Network

•3 year master agreement (with options each year) for tier pricing as the network expands

•Customized 2-1-1 sessions at the annual inContact conference ICUC

•Customized Premier Success Plus Level Service for all centers

• Customer Success Managers dedicated to the 2-1-1 portfolio

• Unlimited pre-scheduled offerings for script training in SLC

•National AIRS conference presence and continued sponsorship

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To change the color of the box follow the instructions below

• On the top ribbon, go to the HOME tab

• In the SLIDES group, click the LAYOUT dropdown

• Select from the optional color box layouts

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Help Your FundersHelp Your Funders

• Reporting – If you cannot report it, it is not real

• Define yourself

• Real Time & Historical

• Have an Information Specialist take a call

• Give your funders access to reports• Anywhere in the world

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To change the color of the box follow the instructions below

• On the top ribbon, go to the HOME tab

• In the SLIDES group, click the LAYOUT dropdown

• Select from the optional color box layouts

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ContractsContracts

• Competitive

• Flexible & Scalable

• Reporting

• Customer feedback tools

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To change the color of the box follow the instructions below

• On the top ribbon, go to the HOME tab

• In the SLIDES group, click the LAYOUT dropdown

• Select from the optional color box layouts

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Disaster RecoveryDisaster Recovery

• Scalability – to handle increased call volume

• Remote Agents – if you need to evacuate

• Handle volunteers

• Flexibility – new call flows & information

• Reporting – to show FEMA & Funders what you did

Serving the Community

You are in good company!You are in good company!

Workstation and System Requirements for Agents to use inContact NGWorkstation and System Requirements for Agents to use inContact NG

Computer Operating System (OS)

• Windows XP SP2/3

• Windows Vista SP1

• Windows 7 & 8 32/64 bit

Computer Speed

• Pentium 4 Processor at 2 GHz or better

• 1GB RAM or more

Screen Resolution

• 1024 x 768 or above for improved user experience

Supported Browsers

• Internet Explorer 8, 9 &10

• Google Chrome

• Safari 5

NOTE: Google Chrome and Safari 5 do not support Reports 2.0 or Studio. Also, inContact does not support browser versions earlier than the ones listed here.

Browser Configuration & Add-ons

Cookies Enabled

• Popups Enabled

• JavaScript Enabled

• Adobe Shockwave Flash Player 9 or above

• Java Applets Enabled with Java Virtual Machine 6.11 or above installed

• Windows Media Player Plugin

Internet Broadband Access Required:

• 35kps bandwidth per workstation

• Less than 200ms average round-tripping reply between workstation and inContact servers

Privacy and Reporting

UWW respects the privacy of each 2-1-1 center. The National 2-1-1 telephony initiative is to support and strengthen the network and enables UWW to bring nationwide projects to the 2-1-1 network

•Each 211 center will have a separate individual contract with inContact that will include Master Agreement pricing.

•UWW will not have access to any 2-1-1 business unit, data or reports

•Each 2-1-1 is responsible for their invoice

•UWW will request generic call volume reports quarterly for participating 2-1-1 centers

• Understand 2-1-1 call volume and capacity

• Funding

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Combined Projected National Savings

2-1-1 Network Savings Year One

285,320.00

United Way Worldwide Year One investment $60,000

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Savings for New Centers Joining The United Way Worldwide Agreement

Without National Agreement Pricing

Per Concurrent Agent pricing $150.00 ($2,250)

With National Agreement Tier 1

Per Concurrent Agent pricing $109.20 ($1,638)

15 Specialist

Estimated Savings

$612.00 Per Month/ $7,344 Per Year

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Training Savings Year to Date

Scripting Training at Headquarters in Salt Lake city

United Way of Salt Lake City saved $3,000 in training

Heartline 2-1-1 saved $6,000 in training

United Way Worldwide 2-1-1 Manager will save $3,000 in training

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Research and Analysis completed

Transitioning 2-1-1 for a sustainable future

2-1-1 Telephony Requirements and RFPs

2-1-1 Big Count Report for 2012

Interviews and Discussions – Top 25

2-1-1 US Steering Committee Technology group

RFP issued June 2014

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Next Steps

• Join the UWW National 2-1-1 Telephony listserv for updates

• Confirm you meet the minimum technical requirements (page 14)

• Can’t wait for the demo/webinar? Call Steve or Julie from inContact for more information.

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Contacts List

United Way Worldwide:

Lisa Austin – Director, 2-1-1 Strategic Enhancements

[email protected] – 703-836-7111 ext. 489

inContact

Steve Pulley – Sr. Executive-Prospective Customers

[email protected] – 866-739-2886

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Thank you