Any Language. Any Application.

2. The CanTalk Advantage Any Language. Any Application.

3. Contents • CanTalk Overview • Service Capabilities • Update on the Canadian Scene • Call Centre Fulfillment • Summary Benefits

4. Your CanTalk Capabilities • International Telecom Resale • Telecom Billing and Collection • Operator Services • Language Services • Prepaid Services • Call Center Services (inbound and outbound) • International Directory Assistance • Plus … • All in the language of your customer’s choice!

5. Applications • Government – health and public safety, • Telecom, • Legal, • Agriculture, • Finance and real estate, • Worldways.

6. CanTalk – Your advantages • Combined 200+ years of Telecommunications Customer Service • Experience • State of the art 7x24 call center in Winnipeg, Manitoba • Network of language specialists off site and operator/CSR’s onsite • Extensive experience with international card transactions and reseller customer services • Knowledge of languages and cultures and in the development of marketing strategies aimed at ethnic markets • Patented language applications and routing engines • Process over 500 K calls per month

7. CanTalk – Your Languages • CanTalk offers multilingual operator and call center customer services • in over 110 languages • to over 140 countries • Supported by a network • of over 1200 interpreters and translators • 200 on-site language specialists •  350 remote operator agents

8. Call Centres/Contact Centres ADVANTAGES • Fully customized, live-voice, advanced technology solutions • Enables ethnic customer service, expands demographic reach • A rapid solution for unpredictable peak volumes • Reduces costs for contact center and language applications

9. Call Centre Service • Tailored to suit customer care needs • Billing inquiries • Help line • New product/service introductions or promotional initiatives • Valuable data collection, tracking up to 35 call details for marketing and technical attributes.

10. Why CanTalk? • Why Winnipeg?

11. Why CanTalk? • Linguistic professionals specialized in business disciplines • High level knowledge of language and cultural differences • Accessible services from almost anywhere in the world • Advanced language telecommunications technologies • Internet applications and fulfillment • Strict standards and code of security and confidentiality • Escalating 24x7 technical and application support • Data recovery and analysis, crisis management/ disaster recovery • Can customize to any industry • Multiple and complimentary services • Customer report management process oriented

12. Why Winnipeg • Qualified and educated workforce • Stable, educated and bilingual workforce • Savvy call center environment • Central strategic location • Strong work ethics • Cost competitive

13. Language Services • Language is at the center of everything CanTalk does • In language customer services • In language operator services • Over-the-phone interpretation and rapid translation • Custom or self-tailored translation • Custom-designed language service packages • Language consultation

14. Your Customer People live and think in their native language. If you want to communicate with people of other ethnicities and have them truly relate to your products or services, you must speak the language…. ... their language.

15. CanTalk as the Call Centre Provider • Customized language services and applications that will further extend and enhance your product offerings fueling revenues and fortifying greater marketplace presence within North American ethnic and international communities. • One comprehensive setting, inbound contact center support and service offerings that would be value-add to existing customer service. • In an outsourcing format, link CanTalk's call center and specialized language capacity to your existing services and infrastructure to achieve optimum efficiencies and maintain quality standards.

18. CanTalk Response and Fulfillment Plans • Dedicated multilingual support services • Other languages • Recruiting • Training • Quality standards • Service levels 4-12 second response time

19. Customer Fulfillment • Customization process for assessment of customer requirements • Full customer service support - Technical review and application development • - Data analysis and forecasting to support customer application • - Language integration into customer application • - Training – customization, - language specific, - technical application • - Application implementation in to operations • Multiple technology deployment options • Project management implementation team process • On-going technology review process

20. Quality • Proactive quality control process • Call monitoring, call quality, immediate feedback and control • Total quality philosophy • Customer satisfaction and continuous improvement

21. Typical Client Objectives • Reduce cost of current bilingual services • Improve timeliness and provide direct two way communication "in" language • Improve efficiencies of response and seamlessly integrate with current operations • Ensure quality standard of qualified advisors • Build portfolio of extended supplementary services that provide new competitive advantages

22. Ramp up • Strategic IT and IS growth planning • Marketing and engineering project teams • Modular and scalable technology platforms • Single layer implementation process • Client/Customer information process • Client/Customer sign-off

23. Summary Benefits • 24 hour immediate access to 110 languages • Cross cultural experience and deep understanding of world cultures • Proven skills and capabilities in direct customer interface with inquiries and customer satisfaction issues • Experience and expertise in handling of emergency issues over the phone • Highly competitive rates • A central location to all time zones • Accent neutral language services agentscontinued

24. Summary Benefits • A seasoned contact center environment with a skilled and knowledgeable labor force • Access to a private global network and telecommunications services such as collect, concierge and competitive long distance calling • Branded language and long distance card products for customers or employees • Innovative solution and strategies to complement business objectives • CanTalk's proprietary forecasting tool that reduces cost and overhead

26. Call Management and Reporting

27. Long Distance Call Handling Application Mobile Home At sea Office Train Cell Phone Caller places call through Telecom Provider Call is routed to CanTalk Operator center

28. Home At sea Office Train Cell Phone • CanTalk’s Switch process’s Routing and Language algorithm to Determine • Country of Origin • Language • Country • Call Rates • Personalized Scripting • Call is then connected. • The appropriate operator follows script and request’s the destination number for dialing. Mobile

29. Home At sea Office Train Cell Phone Destination Number validated using LIDb database. Destination Number Dialed, And acceptance Of call requested.

30. At sea Office Train Cell Phone Home CanTalk operator completes the call leaving the caller connected to the destination party

31. CanTalk Canada Language Operator Call Flow Chinese Caller Operator Defaulted Call in Language Access Via Foreign and Domestic International Toll Networks Japanese Caller Global Access Platform German Caller CanTalk Canada Language Centre Language Determination Algorithms German Language Chinese Language Other Languages CanTalk Canada Inc. --Language Centre CMS Call Statistics - Day, Time, Length of calls, Language Types, Call Volumes, and Billing. CanTalk OSP SAC SAC SAC Language Services Request Identified Language Services Request Identified Language Services Request Identified CTI On-Site Language Operators In-Language Operator Services German Services Queue Chinese Services Queue Other Language Services Queue Language Types CanTalk Canada Inc. Proprietary *Service Access Code

32. Real Time Call Performance Monitoring

33. Real Time Language Operator Monitoring

34. Detailed Reseller Reports Emi 175 Records For Destination billing Emi 175 Third Party Billing Record 0105010105211157000112101001094492242840000000100000000024540024000120000000003400000010000000000000000000000000954922228413337 062300000000000000000000000

35. Forecasting Process for Inbound Calls Agent Scheduling and

37. Tabulation And Processing Trend Analysis Show Weekly and Daily Forecast Data Prepare Table Data Close

38. CanTalk Service and Continuity

39. Merci Thankyou Any Language. Any Application.