SoundBite Communications, Inc. announced that it has appointed Diane Albano as its Executive Vice President of Sales and Client Management, effective March 15, 2010. Albano will be responsible for the global sales, services and delivery strategy of SoundBite's proactive customer communications offering. Albano joins SoundBite with more than 25 years of experience in enterprise sales and services to global organizations, including leading financial institutions and telecommunications providers.

SoundBite Communications, Inc. announced that it has added Computer Telephony Integration (CTI) functionality for a top issuing bank by integrating the bank's Genesys contact center infrastructure with SoundBite's Engage Platform. As a result, the bank has reduced customer hold times to three seconds and caller abandon rates by 83%, and is now able to effectively manage call volumes across multiple contact centers. The bank relies on SoundBite automated voice messaging to proactively contact customers who are past due on their credit card accounts. After SoundBite confirms it has reached the right party, the customer is given the option to make an automated payment through the bank's self-service channel or speak to an agent to complete the transaction. The bank turned to SoundBite for a solution flexible enough to accommodate call fluctuations across multiple contact centers while also delivering a consistent customer experience. Before the integration, the bank found that customers who opted to speak with an agent were left waiting on hold for an extended period of time and as a result, nearly one-third of these customers would hang up without ever speaking to an agent. The bank attributed the poor customer experience to telephony inefficiencies due to managing multiple contact centers and SoundBite's lack of visibility into available resources at each contact center at the time of the call. As a result, those customers who stayed on the line to speak to an agent experienced a long pause while the account information was sent to the agent. Using SoundBite Connect, a CTI module that leverages SoundBite's fully-documented Web Services API, the bank integrated its Genesys platform and calling strategies with SoundBite Engage, its on-demand multi-channel communications platform. Each contact center now has access to SoundBite CTI functionality including intelligent call routing, agent screen pop support of customer data, and dynamic call pacing which has resulted in the following improvements: Reduction in hold times by 94% and call abandon rates by 83%: SoundBite provides real-time insight into agent availability and customer hold times. Using this information it automatically adjusts the call pacing with the available agent resources and intelligently routes calls to another contact center location with greater capacity, if needed. Increase in right party conversations: With fewer customers hanging up while on hold, the bank has reduced the number of call attempts per customer. This allows the bank to call more customers and increases the potential number of right party conversations. Increase in contact center efficiency: Agents simultaneously receive a screen pop with the relevant customer information when the call is transferred. This provides agents with immediate access to the data required to work out a payment plan with the customer. And, with a 94% reduction in hold time, the bank has reduced its telephony expenses and provided a positive customer experience.

SoundBite Communications, Inc. announced unaudited consolidated earnings results for the fourth quarter and year ended December 31, 2009. For the quarter, the company reported on GAAP net loss of $704,000 or $0.04 basic and diluted per share against $1,207,000 or $0.08 basic and diluted per share in the fourth quarter of 2008. Net loss in the fourth quarter of 2009 included stock-based compensation expense of $197,000 and amortization of intangible assets of $30,000. Net loss in the fourth quarter of 2008 included stock-based compensation expense of $260,000, a charge resulting from the impairment of goodwill of $40,000 and amortization of intangibles of $44,000 associated with the Company's acquisition of Mobile Collect. Revenues were $10,609,000 compared to $10,655,000 for the same period last year. Operating loss was $692,000 compared to $1,323,000 for the same period last year. Loss before provision for income taxes was $688,000 compared to $1,186,000 for the same period last year. Non-GAAP net loss was $507,000 or $0.03 basic and diluted per share compared to $947,000 or $0.08 basic and diluted per share for the same period last year. For full-year 2009, revenues were $40,183,000 down 7% from revenues of $43,211,000 in 2008. GAAP net loss was $4,031,000 or $0.25 basic and diluted per share against a net loss of $1,319,000 or $0.09 basic and diluted per share in 2008. Net loss for the full year 2009 included stock-based compensation expense of $977,000, amortization of intangibles of $126,000 associated with the company's acquisition of Mobile Collect, and a charge resulting from the impairment of goodwill of $121,000. Operating loss was $4,085,000 compared to $6,834,000 for the same period last year. Loss before provision for income taxes was $4,015,000 compared to $1,298,000 for the same period last year. Non-GAAP net loss was $3,054,000 or $0.19 basic and diluted per share compared to $3,129,000 or $0.20 basic and diluted per share for the same period last year. Net cash used in operating activities of $294,000 compared to net cash from operating activities of $3,776,000 for the same period last year. Purchases of property and equipment were $885,000 compared to $1,528,000 for the same period last year. The company provided earnings guidance for the first quarter and full year of 2010. For the first quarter of 2010, the company currently projects revenues in the range of $9.5 million to $10.0 million and gross margin in the range of 58% to 59%. The projection for operating loss is in the range of $1.3 million to $1.7 million, or a loss per share of $0.08 to $0.10 for the first quarter of 2010. The projection for adjusted non-GAAP operating loss is in the range of $1.0 million to $1.4 million, or an adjusted net loss per share of $0.06 to $0.08. Adjusted net loss per share estimates exclude the effects of estimated stock-based compensation expense of approximately $300,000 and amortization of intangibles of $30,000 associated with the Company's acquisition of Mobile Collect and assume a basic weighted share count of approximately 16.5 million shares for the first quarter of 2010. The company expects capital expenditures to be approximately $450,000 and depreciation expense to be approximately $550,000. For the full year 2010, the company currently projects revenue to be in the range of $42.5 million to $44.0 million, or approximately 6% to 10% growth over full year 2009. It estimates that gross margin will be in the range of 59% to 60%. The projection for full year 2010 operating loss is in the range of $3.0 million to $4.5 million, with a loss per share range of $0.18 to $0.27. The Company expects to exit the year with positive operating income. On an adjusted non-GAAP basis, full year operating loss is projected to be $2.0 million to $3.5 million, with adjusted loss per share in the range of $0.12 to $0.21. Adjusted loss per share estimates exclude the effects of estimated stock-based compensation expense of approximately $1.3 million and amortization of intangibles of $100,000 associated with the Company's acquisition of Mobile Collect and assume a basic weighted share count of approximately 16.5 million shares for the full year 2010. The company expects capital expenditures to be approximately $2.0 million and depreciation expense to be approximately $2.0 million.

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SoundBite Communications Appoints Diane Albano Executive Vice President of Sales and Client Management

How to Improve Your Customer Experience Using Interactive, Multi-Channel Proactive Customer Communications

SoundBite Communications Appoints Diane Albano Executive Vice President of Sales and Client Management

How to Improve Your Customer Experience Using Interactive, Multi-Channel Proactive Customer Communications

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