This document provides information about Dial Interactive, a consulting firm that specializes in contact center and telecom strategy, technology, and optimization. It details Dial Interactive's services, experience, customers, vendors, approach, benefits, differentiation, leadership team, and history. The company has over 20 years of experience, over 1,500 employees, and provides strategy, technology, and staff augmentation services to enterprise customers and government agencies.

1. Confidential
Discover
Dial Interactive
Consulting Services
Strategy,
Technology
& Optimization

2. Confidential
 Consulting Services
 Technology, Optimization & Strategy Focus
 20+ Years Experience Specializing in Contact Centers and Telecom
 Customer Concentration
 Enterprise Accounts | Federal & State Government
 Complex Environments, Multi Vendor
 1500+ Employees
 DI Managing Partners | Chief Solution Architects Provide Personal Oversight
for Every Project
 Consultants Have Finance, Computer Science, Telecom and Engineering
Backgrounds
 Quality TL9000 | ISO9001 Certified
Discover
Dial Interactive (DI)
2

3. Confidential
Dial Interactive
Contact Center Consulting
Who we are:
Really passionate people who help enterprise companies strategically plan, build and optimize
their contact centers. We transform and/or enhance the customer’s experience, meet company
objectives, elevate the value of their investments and help them produce quantifiable and tangible
business ROI.
What we do:
 Work on complex business and technology problems
 Advocate and develop business cases / ROI to present to the C-suite
 Research, analyze, and report holistic and granular cost analysis of strategic plans
 Solve business problems on time and within budget
 Support IT and business units on projects
 Think out of the box
What we don’t do:
 Sell software and hardware
 Install systems
3

4. Confidential
Strategy and Road Mapping
 Assessments | Business Case Analysis
 Leadership Workshops | Strategy
 Contact Center Transformations and Consolidations
 Technology RFP Management
 Disaster Recovery Planning
 Benchmarking and Quality Assessments
Design & Technology Optimization
 Multi Channel Collaboration
 Technology Migrations
 TDM to SIP, Premise to Hosted, Vendor A to Vendor B
 Quality Monitoring | Recording | Workforce Management
 Call Flow | Configuration | Scripting
Performance Testing - Load - Stress Testing | Web Testing
Reporting – Custom Reporting
Support & Staff Augmentation
 Post Implementation | Technical Support | Maintenance Agreements
 Database Administration, Application Development (IVR/CTI)
DI Services
4

5. Confidential
 Started in 2001
 Founding Partners
 Don Sutton
 Started and managed 2 successful speech enabled hosted IVR platforms
 Owned a tax accounting firm that provided tax advice and annual tax returns for
approximately 300 individual and corporate clients
 Phil Grosdidier
 16 years at AT&T in manufacturing, sales, marketing, product management
 Ran the call center practice at a Cisco ATP partner
 Why DI? Our goal is to maximize the value that our clients receive from their
contact center technology and telecom investments
 Growing disconnect between the business and IT
 Businesses and their related technology are growing more complex
History of DI
5

6. Confidential
DI Customers

7. Confidential
DI Vendor Experience
7
Advanced Systems Architecture
 Cisco
 Genesys
 Avaya
 Interactive Intelligence
 Nortel
 Siemens
 Genesys
 Aspect
 IBM WebSphere | Direct Talk
 Inter-voice Brite | Edify
 NEC
 NICE
 Nortel | Periphonics
 Nuance | BeVocal
 RiverStar
 Rockwell
 Syntellect, Verint | Witness

8. Confidential
DI’s Consultative Approach
 People – Part of DI’s ‘’secret sauce” is our ability to communicate
with each level of the organization. We engage with the C-suite to
understand their needs and challenges, we collaborate with the VP
and Director level to make things happen, and we connect at the
agent level (on contact center engagements) to uncover critical
information that may have gone unnoticed.
 Process – With our keen knowledge and expertise in finance,
business operations, telecom, computer and engineering science we
are able to learn fast and understand your industry. We understand
customer environments and strategize the best approach for
customers to meet the demands of their business holistically.
 Technology – DI has experience with complex technology and
industry vendors that runs deep and wide, which includes industry
legacy systems to some of the latest multi-channel communications.
DI understands technology is constantly changing. The tools we use
need to be smart and deployed correctly to meet customer business
needs.
8
Business
Technology
Business
Technology

9. Confidential
Benefits Of DI’s
Consulting Services
 Augment Existing Resources
 Access to experienced consultants in a wide range of areas
 Vast experience in both telecom and contact centers
 Engage quickly to meet demanding deadlines
 The support of the whole DI team behind each and every resource
 Experience that large complex customers demand
 Ability to remove the obstacles keeping end customers from migrating to
improved processes and technologies
9

10. Confidential
DI Differentiation
• Our People
 Vast Experience
 Easily expand to a new area
 Well connected virtual team, enabling us
to “source” most projects quickly
 Education, testing, prototyping labs
• Management Strength
 Business and technological expertise
 Sales
 Consultants
 Executives, Accountants
 Engineers
 Project Managers (PMI)
 Technical Writers
• Quality
 Executive leadership oversees all
projects
 TL9000 R5 / ISO 9001:2008 Certified
• A Partner - Motivated to Win
 Flexible (fixed, T&M, block of hours,
subscription, discount schedule)
 End-to-end sales support
(prospecting, brainstorming, pre-call
planning, problem diagnosis, weekly
project reports, post sales support)
• Cost Competitive
 Virtual offices
 Lean travel budget
 Below market rates
• Credible Reputation
 Multi-industry – large customers
 Serve leading networking and
technology partners
 Consistently meet deadlines,
milestones and budgets
 Employ military veterans
10

11. Confidential
Donald Sutton: Managing Partner | Chief Solution Architect
“ I understand how hard money is to come by and am passionate
to make what you have work efficiently.”
(954) 816-1888 | dsutton@dialinteractive.com
Phil Grosdidier: Managing Partner | Chief Solution Architect
“I love contact center consulting…………it provides me a daily
mixture of business and technology opportunities……….nowhere
else can I get that 50/50 split”
(913) 219-2997 | pgrosdidier@dialinteractive.com
Ali Regli: Director of Sales and Marketing
“I love smart technology that solves business problems.”
(954) 816-3700 | aregli@dialinteractive.com
DI Leadership Team
11