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©1993-2006 Altitude Software – All Rights Reserved Altitude Software Altitude Software, the leader in independent contact center solutions Free your information flow, KILL your CAPEX pain Luc Cavelier Belgium Executive VP Business Development
2 ©1993-2006 Altitude Software – All Rights Reserved General Statement We all need to provide better Customer Services in-house or Outsourced Integrating back office and Customer Services = Massive $ All of this needs to work independently of infrastructure and geography.
3 ©1993-2006 Altitude Software – All Rights Reserved Why Better Customer Services Competition Rising Consolidation Legacy Unifying the communication flow “Brand Name” Up selling and Cross selling opportunities Reduce CAPEX and time to Market What are the Pains in Financial Services
4 ©1993-2006 Altitude Software – All Rights Reserved Implementation Costs CTI is Complex CRM what does it means? Self Service Complex Unifying the flow Complex Integrating your back office is Complex Why spending 12 Months versus 3 All of this will cost you Millions……. Bottom line, no decision, delays or Major Costs You’ve been told
5 ©1993-2006 Altitude Software – All Rights Reserved Interaction is the Magical Company Client Moment Each interaction is a unique opportunity to provide the customer with a good and lasting impression of the company
6 ©1993-2006 Altitude Software – All Rights Reserved Strategic Advice Provide easy integration capabilities Provide you an OPEX model versus Capex Reduce your time to Market Generate revenue versus cost Help you Bottom line, you MUST be HAPPY There is on the Market solution providers who will
7 ©1993-2006 Altitude Software – All Rights Reserved Agent desktop Better, faster, and user centric alternative Optimize employee desktops by fusing existing resources in an agile way Easily deployed by leveraging existing technology investments “No Rip and Replace” Reduced Integration costs Low risk integration approach The Agent desktop delivers a composite UI, with workflow and session management in complex service environments. Application Workspace Cross Application/Da ta Workflow Insight Delivery Panel with CTI enabled info (for contact centers) Back Office System Integration Customers active sessions with navigation history
8 ©1993-2006 Altitude Software – All Rights Reserved one single tool can manage all interaction phases Sub system Altitude uCI IVR Screen pop uAgent ACD / Router Callback Telemarketing scripts uAgent Identification Agent Productivity RoutingFollow up Quality Monitoring Feedback Recording Recorder Interaction phases (for calls as still highest volume media) Unique integrated suite with one Language, one Tool to manage the complete interaction life cycle (multimedia workflow) from begin to end. Language Visual Editor Altitude Scripting Language Altitude Script Developer Interaction Lifecycle Management Productivity +
9 ©1993-2006 Altitude Software – All Rights Reserved Lowest TCO suite Lower Development Efforts single tool & language Faster campaign creation & re- tooling - RAD (rapid application development) Lower IT costs in multi platform systems Ability to run same desktop apps over diverse platforms Lower Training Time & Efforts (lower opportunity costs) Development Agent ramp up time with uAgent and ASL Bottom line: not only lower operational expenses, but also faster deployment of campaigns/services and shorter learning curve for agents Integration IT Iinfrastructure (HW, SW, maintenance) TCO $ Training Development IT infrastructure (Hardware, software, maintenance) Development Training TCO $ Altitude Software Altitude uCI SAVINGS Vendor X Integration SW licenses Budget -
10 ©1993-2006 Altitude Software – All Rights Reserved Sample of reference customers worldwide CRM Service Providers Service Bureaux ManufacturingTelecom & UtilitiesRetail Financial ServicesE-government Swedish Government Flemish Government
11 ©1993-2006 Altitude Software – All Rights Reserved Global Presence across Regions and Vertical Markets Global Presence with strongest hold in EMEA and LA #1 vendor by growth for CRM service providers in EMEA Leading vendor in Telecoms, Financials and e-Gov AP PER MARKET AP* PER REGION Asia Pacific Europe, Middle East & Africa Latin America North America 18% 3%3% 4%4% 20% 23% 0%5%10%15%20%25%30%35% Others Utilities Gov. & Education Telecom & Media CRM Service Provider Financial Services As of March 2005 32% 3 %3 % 58 % 33 % 6 %6 % *AP=Agent Positions
12 ©1993-2006 Altitude Software – All Rights Reserved Established Distribution and Integration Partners Delivery with Proven Track Record
13 ©1993-2006 Altitude Software – All Rights Reserved Wide Network of Platform Partners Established Technology Partnerships
14 ©1993-2006 Altitude Software – All Rights Reserved Company Positioning Source: OVUM Key points for a successful contact center deployment integration of the interaction channels integration with enterprise systems platform and infrastructure independence rapid application customization, Touch points management VoiceFaxEmailChatWeb WAP VoIP SMS Routing Monitoring Scheduling Reporting Scripting Queuing Service SupportMarketing Sales Customer contact management Customer-related business processes Customer analysis and insight Organizational strategy Supported by CRM (Customer Relationship Management) Supported by CIM (Customer Interaction Management)
15 ©1993-2006 Altitude Software – All Rights Reserved In Summary Altitude Software … has a large customer base spread across the world …. has a strong network of partners Altitude uCI means Maximizes Return on Investment Budget - Productivity + Reach + Freedom + “No vendor lock-in” “Do more with less staff” “But do it with your budget” “Break enterprise boundaries”
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