AUTODESK: Regular Joy Ann Morales

CALL ID 3001640192

PHONE NUMBER 17158328400

CONTACT GUNDRY, MATT

Redford Reyes

3001640501

12157217700

WIEDER, GARY

Rushella Furio

3001564380

19125377887

SCOTT, SEAN

AUTODESK: Benefit

CALL ID 3001655560

PHONE NUMBER 19704070070

CONTACT WATKINS, DON

Rushella Furio 3001655385 15129704249 TIPTON, SANDY

AUTODESK: Winback

CALL ID

PHONE NUMBER

CONTACT

3001590532

17208816873

THOMPSON, CLARK

Ronald Rayo

3001633907

13178961100

FREIBURGER, JAMES

3001590211

12143203604

YOUNG, BRYAN

3001633907 Mary Ann Santos

13308967611

WHIPKEY, DAVE

CALL SUMMARY Customer mentioned that they are aware of thier expiration. HE added that they are looking aat adding more seats and the renewal will eb on hold for the meantime. He declined the offer of notifying their reseller since they laready sent enouigh stuff.

OBSERVATION THOUGHT PROCESS Observe short gaps in the call. The agent had to pause to think of an answer/ response but the amount of the pause is acceptable. INTERACTIVE ABILITY Generally friendly

Customer expressed his interest SOUND PRODUCTION in renewing but haven't made Minor lapses on accent and pronunciation any arrangements with their reseller. He agreed to notify their reseller for the renewal. Customer mentioned that they THOUGHT PROCESS receive the notification sent by Minor non word fillers observed used for their reseller. He said that they acknowledging the customer's responses. are working with their reseller.

CALL SUMMARY Customer mentioned that they have a log in access for subscription but mentioned that they are not using it.

OBSERVATION THOUGHT PROCESS Observe short pauses that are acceptable. She could confirm if the customer uses the licenses sparingly or not all. Email address should be verified as well. Minor fillers oberve. THOUGHT PROCESS Agent should be able to confirm the email address on file Minor non word fillers observe

Customer said that they only use the subscription log in to check their license number. She expressed that its not a good time to talk and requested for a call back. CALL SUMMARY

OBSERVATION

Contact mentioned that they are trying to transfer everything to one person. He sadi that he sent PO to their reseller but will double check with them. He inquired if they can still receive flash drive.

INTERACTIVE ABILITY Interaction was not perfect but good SOUND PRODUCTION Minor lapses on accent

Customer mentioned that he SOUND PRODUCTION doesnt know if it was renewed Minor lapses on accent and pronunciation since their CAD users are the ones who takes care of it. He said that he need to talk to the CAD user and added that they do not use it regularly. Customer requested for an email information, he seemes to be in a hurry. Rep offered to notify their reseller and he agreed since he expressed that he also want to renew their subscription. Referred to another contact. He said that they already renerwed their contract but not sure if they did it online or with vendor. THOUGHT PROCESS Small gaps observe in the call INTERACTIVE ABILITY Generally friendly

THOUGHT PROCESS There were short pauses in the call that is acceptable. INTERACTIVE ABILITY Agent sounded tentative at times GRAMMAR AND WORD USAGE Observe lapses on sentence construction I do also hope - can be rephrased I would also suggest / I also hope is still (contact name) the final contact or primary contact - by the way is (contact name) still the primary contact.