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„ditii► Volume 3.3Kms■ '� tti #! July 2004 • -.re- 'New. 111110 An Update of KnowledgeNetica Corporation 4 (DBA K-Netioa) New IC2 Call Center Product Sales Pipeline Update ISYLTM IC2 (Intelligent Customer Care) includes a Though our first quarter of product revenues was new product group: CRM. CRM stands for Customer meager, we expect significant growth as the products Relationship Management, and is used by agents and mature and expand. Second Quarter 2004 revenues administrators in call centers to: were about $50 K. If current deals come through (as 1. track interactions with customers; expected), our annual revenues will be over $200 K. 2. help administrators manage interactions That is less than revenues from consulting in the first through agent scripting and workflow rules; few years of the company, but it is a strong start for 3. help agents interact with customers through product sales. In addition to current deals we have a convenient user interface that includes the another$150 K of business in the pipeline. scripts that guide them through calls. Minneapolis Data Center Buildout ISYLTM CRM includes basic and advanced workflow We have established a data center in Minneapolis engines. Using the basic engine, call center where we have deployed a demonstration version of administrators can tell the system what to do next the ISYLTM CRM and IVR software. We will soon be (display a form, create a transaction, lookup data...) using www.isyl.com to connect potential customers based on a response from the customer. Using the to the demo so they can see and test it online. The advanced workflow engine, administrators and Data center is at the INFLOW Internet Service technicians can tell the system what to do next, Provider at the former Control Data Corp. building based on any data in the system, such as the adjacent to the Hubert H. Humphrey Metrodome: duration of the call, the geographic location of the home of the Minnesota Vikings and Twins. • caller, the number or color of widgets they have ordered, or other usable information. Partnerships Through our relationship with Alticom CTI we expect The value proposition is simple: Small to mid-sized to be able to approach AltiGen PBX owners. Because call centers cannot afford full-featured CRM systems. we have preformed the integration work with the We offer fewer features at much more affordable AltiGen PBX telephony system, current owners can prices, but we also have things they don't have: significantly benefit from ISYLTM IVR and CRM • Direct integration with speech-enabled IVR software. We are also in discussions with Ambient • Integration with AltiGen telephony systems Consulting to provide integration, configuration and • Powerful rule-based workflow engine customization support as we sell ISYLTM systems. The illustration below shows how ISYLTM CRM This type of partnership is a key component of our interacts with the ISYLTM IVR and Web system to strategy for success. provide agent-based service as well as self-service: ISM CRie i o Agent d,l T� ,d -- Welcome to New Personnel We are excited to announce expansion in our Quality ( Assurance team: Bruce Carlson: Bruce is a ISVL Middleware seasoned QA leader and has agreed to manage our Wt.CRM quality team and establish the processes and Manager Trar+3co"f standards that will enable us to deliver high quality BualnessRI&F e' software and market throughout the world. As the I European Community requires ISO 900x compliance, ISYLCRM _ c quality assurance is a key component of our strategy. diencuandaptor Please welcome Bruce to the team. The ISYLTM CRM software is was the source of our Published by: first product sales revenue, and is up and running in KnowledgeNetica DBA K-Netica IIIour first customer site. We are now integrating 16820 Hwy 10,Suite 120,Elk River,MN 55330 Microsoft Speech Server 2004 Platform. Voice:(763)274-1000 Fax (763)274-1118 Volume 3.3 K-Netica Newsletter July 2004