United Way Worldwide

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

• United Way Worldwide
• National 2-1-1 Telephony Initiative

• United Way Worldwide
• June 2014

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Agenda

• Vision
• Benefits
• Overview of National Telephony Project
• Timeline of Events
• New Business
• Yearly Savings to 211
• United Way 211s
• Independent 211s
• Additional Savings to 211
• Details of Agreement

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Vision 2-1-1 as a UW flagship partner

• A nationwide 2-1-1 platform supporting national
  clients, programs and local and regional
  communities of need, customized to the local
  level
• 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
2-1-1 National Master Agreement
Improved Alignment
2-1-1s
2-1-1s
Increased integration
Establish National Infrastructure
Unified Telephony Solution
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Increasing Complexity For 2-1-1 centers
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What is the Premise
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What is Cloud Technology?
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Cloud Advantages

• Scalability
• Flexibility
• Remote Agents
• Reporting
• Redundancy
• Lower Up Front Costs

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InContact dials the Agents 10 digit DID or
extension and the switch passes the call through
to the phone
Reporting and management access to real time
reports is via internet access to the inContact
application
Supervisor
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Timeline of Events

• December 23rd 2013
• UWW signed Master Agreement
• Moved to UWW pricing since January 1st 2014
• United 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

• Tier One

• Tier Two

• 0-200 Specialists
• Concurrent Licenses - 109.20
• Call Recording 10.40
• Chat and Email - 5.20
• Additional Ports - 50.00
• Premier Plus - 30.00

• 201 450 Specialists
• Concurrent Licenses - 100.80
• Call Recording - 9.60
• Chat and Email - 4.80
• Additional Ports - 50.00
• Premier Plus - 30.00

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Tiered Pricing Model

• Tier Three

• Measuring Tiers

• 451 Specialists
• Concurrent Licenses - 84.00
• Call Recording - 8.00
• Chat and Email - 4.00
• Additional Ports - 50.00
• Premier Plus - 30.00

• 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

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Whats 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 _at_ 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

• InContacts 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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Help 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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Contracts

• Competitive
• Flexible Scalable
• Reporting
• Customer feedback tools

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Disaster Recovery
Serving the Community

• 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

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You are in good company!
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Workstation 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

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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)
• Cant 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
• Lisa.Austin_at_unitedway.org 703-836-7111 ext. 489
• inContact
• Steve Pulley Sr. Executive-Prospective
  Customers
• Steve.Pulley_at_incontact.com 866-739-2886

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Thank you