Association Members On-Hold Messaging Service

Transcription

1 Association Members On-Hold Messaging Service

2 Corporate Profile and Introduction Since 1984, COHM has been providing customized audio imaging for "On Hold" and other telecommunication applications, to client users throughout North America. COHM s primary focus has been that of technology - to increase the ease of use and reliability of our service. COHM possesses a unique position in the industry granted by the technological advancements that have been made in the phone transferable process of customized audio voice-over productions. COHM's digital automation offers a quick solution in the provision of customized digital recording that will meet any corporate requirements. COHM s technology includes SMPT (Simultaneous Multiple Program Transfer), a seamless process that transfers completed audio productions to multiple locations simultaneously, same day or within the most minimal scheduled time frame. Our goals have always been to provide our clients with a proven performance and the highest level of technology in our industry. This is guided by the strong commitment that each COHM employee shares in ongoing service and support to our users. Were proud of our technology and of our reputation of being simply one of the finest audio imaging providers. COHM Service and Technology Phone Transferable Technology... The integral technology of COHM s service, combines a specialized digital announcer that allows COHM to phone transfer audio programs directly from our center to any location worldwide. The audio information is transferred without requiring any on-site assistance. COHM's production center simply calls into the on-site digital announcer, enters the units security access code and transfers your programs to the onboard memory. The audio information is stored in what is called non-volatile digital flash memory, meaning that power failures or any other electrical interruptions cannot delete the programs. Additionally, as the unit is completely digital, there are no moving parts, and therefore, no mechanical failure. Unlike tapes & equipment that can stretch, skip or break, COHM s digital service ensures that callers are being presented with the highest level of audio quality (64 ilobits/second) 100% reliable... totally hands free! Other benefits to COHM's digital remote transfer process eliminate any necessary downtime. Our service does not require the shipment of tape devices, digital memory cards or CDs. In fact, our team of writers and producers can transfer updated information within hours of receiving an emergency request. Another benefit of the technology allows coordination with dated or time-sensitive messages, such as promotions, special events or services. COHM will automatically delete the dated material and transfer back the regular information, or other pre-selected messages, on the closing of the promotion. Applying dated or time sensitive messages with scheduled additions or deletions, is at no additional cost.

3 COHM's Newest Generation of Digital fax switch Announcers The newest generation of digital announcers possess a transparent fax switch which allows the unit to share the same line as the fax machine. During normal operations, the unit is transparent, allowing the fax machine to operate normally. Depending on what is currently in existence, there may be a requirement that the music on hold feature of the telephone equipment be activated. The installation process includes COHM s production center sending a test production to ensure connectivity. Pricing for this installation will vary for in some areas whether being your existing telco service provider or another, third party, installer. The average cost of a third-party installer for this purpose is $ On Site Downloading Option... The unit also features direct-on-site loading capabilities to allow downloading by any tape or CD device by simply pressing play on a tape or CD. The unit on board computer will detect and compile automatically. Important in the consideration to include this non-proprietary component to existing telephone equipment. Unit Maintenance COHM maintenance coverage will provide ongoing maintenance of equipment & programming at no additional cost throughout the contract period. All defective equipment will be replaced, so long as the unit is under rental and active with the audio service. Installation Coordination... Once the equipment is shipped and received, COHM provides a toll-free number ( ) to access COHM's technical assistance in the coordination of installation, including the immediate transfer of audio information (music or first production) to confirm all requirements have been met and that the unit is properly in place. COHM will then complete the coordination of installation and system testing. Process & Activation Once we receive the service agreement included with your selection the standard activation process will begin. A COHM s Production Coordinator will make contact and fax or scripting examples. In addition COHM will determine the type of telephone equipment and address whatever questions or issues you may have. COHM will then coordinate for the shipping of a digital announcer to your location. Scripting COHM s customized service will coordinate scripting directly with your location in the development of customized messaging. *Scripting Emergency Request Scripting Emergencies fall into one of two types: addition or deletion. Emergency Deletions are usually timesensitive information which was left on a script (seasonal), or corrections to price or date. In the event of a Scripting Emergency, need only to contact COHM s Production Coordination department by telephone (tollfree). COHM Accessibility COHM provides live support 9:00AM to 5PM Monday to Friday Eastern Time with a North-America wide Toll Free Number. Additional support is maintained by COHM s auto attendant / voice mail 911- service, ensuring that all issues will be dealt with within one business day. A toll free number is available for all COHM service users throughout North America. This toll free number is:

4 COHM Association Members Audio Service Pricing Choose the Service Package to meet your needs: Members Master Site Per Additional Members Site Preferred Preferred is the most common service option, combining flexibility with affordability. Preferred users are contacted by COHM s production department on a quarterly basis, and have the option to make up to six (6) production changes per year. Preferred Plus Preferred Plus is ideal for users who require more flexibility. Preferred Plus users will be contacted by COHM s production department on a bi-monthly basis, and have the option to make up to eight (8) production changes per year. Unlimited Unlimited is intended for the high-volume with no limitations in the modification of information. Unlimited users will be contacted by COHM s production department on a monthly basis, and have the option to make changes at that, or any other time. There are no limits to the number of production changes that can be applied. $ $ $ $ $1, $ Value Value is ideal for users with a limited budget or constant information. Value users will be contacted by COHM s production department biannually, and have the option to make up to two (2) production changes per year. $ $ Rental Of Digital Announcer COHM s Rental Program provides users with the option to rent - remote transferable six minute digital $150 yearly. Rental charge for a maximum of 48 months with no charge usage thereafter. Included with all COHM Service Selections: Seasons Greetings Program Auto-Attendant Greetings Nighttime/Holiday Messaging Complete Script writing Support Toll-Free Access to COHM s Coordination & Technical Service Support

5 SCRIPT PREPARATION SHEET The following information is the standard format when preparing scripting for On Hold services. This example provides what information is recommended on compiling specific product and service information segmented throughout the program: Profile - Service Profile - Product Profile - Time Sensitive Promotions: should be presented to callers in a uniform format. A total of twelve (12) messages can be applied, based on the digital announcer standard six minute memory capacity. Example 1 st Message /Opening Greeting: Many users apply the standard opening greeting message #1 with: Thank you for calling. We value your call and appreciate your patience. We will be with you momentarily. Options: Can Include hours of operation, location I.D. and any other information that is frequently asked. Such account information, identification numbers in order to process callers more efficiently, available parking etc: Example 1 st Message / Added Information / Opening Greeting: Thank you for calling. Opened Monday thru Friday Am to Pm., Saturdays Am to Pm and Sundays till. Were located at just off of the. We will be with you shortly. 2 nd and 3 rd Message: The most popular choice is profile information. S Profile how long in business S Service Parameters (local area or national) S Short presentation of your product and services S Corporate Profile to include: Our History, Our Products and Services, Our Technology, Example 2 nd Message: We are devoted to quality service, we constantly strive to meet the specific needs of all our customers. Quality in our service, quality in products, constitutes our definition of that we measure of our on going commitment to satisfaction. Thank you for your patience. Our representative will be with you in just a moment... Example 3 rd Message: Our motto is 100 percent satisfaction today and in the future. We don't claim to have all the answers...which is why we want to hear from you!! We promote an open door policy and encourage your input. So if you have a good idea, or even a problem that has to be solved, please talk to us. Your insights and suggestions can only help us get better... 4 th Message Carried On up to a total of 12 Messages: Short and concise messages. The balance of information should present: - Profile Specific Services: Target services with a brief detail. - Profile Specific Products: Present main stream services, expertise, marketing or technology. - Profile Promotions: Dated promotions can also be added with COHM deleting the dated promotion on the expiry date (must provide COHM with message I.D. and requested date of deletion). - New Products/Services: As new products or services are added, can be added. Segment your products and service into individual messages. This will give more impact to listeners. COHM Script CD Included with your service... There are thousands of message examples in many industry categories. You can choose industry examples, or include others. Selections will automatically be transferred the your working script sheet. You can add other customized messages and then fax or their final script to COHM production centre. If you require additional support from our writers, simply add product or service information and COHM will write the message(s).

6 COMMERCIAL ON HOLD DIGITAL ASSOCIATION AUDIO SERVICE AGREEMENT Commercial on Hold Marketing Inc., 1343 Wellington St., Ottawa ON., 1Y 3B8 Term: The term of this agreement shall be for a period of twelve (12) months, commencing on the day of, until the day of, 20, between COHM and : (Please Enter Company Information) Company Name: Phone Number: Address: Fax Number: City: Postal: Script Contact: Audio Service - Master Site 97 UNLIMITED No Limit of Program Changes / Includes Season's Greeting Program $ 1, PREFERRED PLUS Up to Eight Program Changes / Includes Season's Greeting Program $ PREFERRED Up to Six Program Changes / Includes Season's Greeting Program $ VALUE Up to Two Program Changes / Includes Season's Greeting Program $ Additional Locations 97 UNLIMITED $ Per Additional Location x Sites = $ 97 PREFERRED PLUS $ Per Additional Location x Sites = $ 97 PREFERRED $ Per Additional Location x Sites = $ 97 VALUE $ Per Additional Location x Sites = $ Digital Announcer Rental Annual Rental Cost: $ Per Site x Sites = Total: $ Payment Options Account No. Cardholder Name Dates Total Contract Value: $ GG / GG GG / GG (Issue: Month / Year) (Expiry: Month / Year) Authorized Card Signature: COHM Annual Audio Service Agreement 1. Client Script Support: COHM will make contact at a pre-determined interval based on the selection of service. During this contact COHM will fax the serviced location and/or head office a copy of the script currently in use. The service location and/or head office has the option to make any modifications (add or delete messages / music and or voice personalities) at that time, or any other throughout the service year, and not to exceed the maximum allowance of the users audio service selection. 2. Service Cost: The same yearly service cost applies whether or not the location selects to use the full maximum allowance of modifications. 3. Copyright: COHM reserves the right to make any and all adjustments to the digital announcer/interface equipment and/or the message programs supplied by COHM. All such equipment and programs remain the property of COHM. Programs and related materials are not to be copied or duplicated. 4. Warranty: All COHM programs and equipment are fully guaranteed and will be serviced at no additional cost during the term of this agreement. 5. Extended Period: This agreement shall be for the length of time specified. This agreement shall be automatically renewed for additional such time unless either party gives 30 (thirty) days written notice of cancellation prior to the expiry of the agreement or any renewals thereof after the expiry of the original agreement. COHM reserves the right to change conditions and terms to reflect then the current terms and conditions. COHM Digital Announcer Equipment Agreement 1. Delinquent Account: The Digital Announcer(s) is owned solely by COHM Inc and is the property of COHM Inc. COHM Inc. reserves the right to cancel this agreement should the service location become delinquent in ; a) Audio Service Payment, b) Digital Announcer Rental Payment or c) Bankruptcy. If delinquent, the service location must then return the Digital Announcer(s) to COHM Inc. Ottawa. Failure to comply will reserve the right for COHM Inc. to pro-rate the service location with the length of time exceeding the notification of cancellation or bankruptcy. A cost of $12.50 per month/$3.15 per week, per digital announcer, will be charged to the service location after the expired cancellation notification, until the digital announcer(s) is/are returned to COHM Inc Ottawa. In addition COHM Inc. also has the right to take any other necessary action in the return of it's property. 2. Equipment: Subject to the above stated time period COHM undertakes to provide the service location with replacement of defective equipment at no additional cost. Lost, stolen or damaged units (not under normal conditions) are the responsibility of the Client. Replacement of lost or stolen Digital Announcer(s) will be at a value of $550 (Plus applicable taxes). Repairs of damaged Digital Announcer(s) will be charged to the Client based on the final repair cost. 3. Installation Cost: The cost of the Digital Announcer installation provided by Telecom Canada, U.S. Partners and/or any other Interconnect Telephone Company selected by the Client to the Client s telephone equipment will be borne by the client. Authorized signature / Client: Authorized signature / COHM :