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Altitude Software

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. ü. ü. ü. o. o. o. General Statement.

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Altitude Software

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  1. 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 ©1993-2006 Altitude Software – All Rights Reserved

  2. ü ü ü o o o 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. ©1993-2006 Altitude Software – All Rights Reserved

  3. Why Better Customer Services What are the Pains in Financial Services • Competition Rising • Consolidation Legacy • Unifying the communication flow “Brand Name” • Up selling and Cross selling opportunities • Reduce CAPEX and time to Market ©1993-2006 Altitude Software – All Rights Reserved

  4. Implementation Costs You’ve been told • 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 ©1993-2006 Altitude Software – All Rights Reserved

  5. Interaction is the Magical CompanyClient Moment Each interaction is a unique opportunity to provide the customer with a good and lasting impression of the company ©1993-2006 Altitude Software – All Rights Reserved

  6. Strategic Advice There is on the Market solution providers who will • 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 ©1993-2006 Altitude Software – All Rights Reserved

  7. 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 Agent desktop The Agent desktop delivers a composite UI, with workflow and session management in complex service environments. Insight Delivery Panel with CTI enabled info (for contact centers) Customers active sessions with navigation history Back Office System Integration Cross Application/Data Workflow Application Workspace ©1993-2006 Altitude Software – All Rights Reserved

  8. Quality Monitoring Feedback Agent Productivity Routing Follow up Identification + Productivity one single tool can manage all interaction phases Interaction Lifecycle Management Interaction phases (for calls as still highest volume media) Callback Telemarketing scripts Screen pop ACD / Router IVR Sub system Recording Router uAgent uAgent Recorder IVR AltitudeuCI Altitude Scripting Language Language Altitude Script Developer Visual Editor Unique integrated suite with one Language, one Tool to manage the complete interaction life cycle (multimedia workflow) from begin to end. ©1993-2006 Altitude Software – All Rights Reserved

  9. - Budget Lowest TCO suite Lower Development Efforts • single tool & language • Faster campaign creation & re-tooling - RAD (rapid application development) Lower IT costs in multi platformsystems • 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 $ $ SW licenses Altitude uCI SAVINGS TCO Training SW licenses TCO Training Development Development Integration Integration IT Iinfrastructure (HW, SW, maintenance) IT infrastructure (Hardware, software, maintenance) Vendor X Altitude Software Bottom line: not only lower operational expenses, but also faster deployment of campaigns/services and shorter learning curve for agents ©1993-2006 Altitude Software – All Rights Reserved

  10. Swedish Government FlemishGovernment Sample of reference customers worldwide CRM Service Providers Service Bureaux Financial Services E-government Manufacturing Telecom & Utilities Retail ©1993-2006 Altitude Software – All Rights Reserved

  11. 23% 6% 3% 33% 58% Global Presence across Regions and Vertical Markets AP* PER REGION AP PER MARKET 32% CRM Service Provider Financial Services 20% Telecom & Media Gov. & Education 4% Utilities 3% Asia Pacific 18% Others Europe, Middle East & Africa Latin America 0% 5% 10% 15% 20% 25% 30% 35% North America *AP=Agent Positions • 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 As of March 2005 ©1993-2006 Altitude Software – All Rights Reserved

  12. Established Distribution and Integration PartnersDelivery with Proven Track Record ©1993-2006 Altitude Software – All Rights Reserved

  13. Wide Network of Platform PartnersEstablished Technology Partnerships ©1993-2006 Altitude Software – All Rights Reserved

  14. Supported by CIM (Customer Interaction Management) Company Positioning Organizational strategy Supported by CRM (Customer RelationshipManagement) Customer analysis and insight Customer-related business processes Sales Service Marketing Support Customer contact management Routing Monitoring Scheduling Reporting Scripting Queuing Voice Fax Email Chat Web Touch points management WAP VoIP SMS 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, ©1993-2006 Altitude Software – All Rights Reserved

  15. In Summary Altitude Software … has a large customer base spread across the world …. has a strong network of partners Altitude uCI means + Freedom “No vendor lock-in” + “Do more with less staff” Productivity + “Break enterprise boundaries” Reach - Budget “But do it with your budget” Maximizes Return on Investment ©1993-2006 Altitude Software – All Rights Reserved

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