Cincom A Global Solution to Contact Centers & BPO

1. CincomAGlobal Solution to Contact Centers & BPO Presented by Alastair Sinclair Vice President Business Development

2. Malaysia India Australia Switzerland Ita;y Sweden United States Belgium Netherlands France United Kingdom China Spain Germany Canada Brazil Monaco Japan Cincom Today • 37 Years of Existence. • Over $3 Billion revenue generated till date. • Broad solution portfolio. • Over 1000+ employees. • Direct Offices in 18 countries. • Thousands of customers on six continents.

3. Business Communications Data Access and Integration Manufacturing Business Solutions Process Automation Outsourcing Operations & BPO Consultation & Certification Cincom Solutions & Services “Cincom has made a point of anticipating industry trends And developing industry trends and developing the type of solution That keep pace with customer needs” - Software Publisher Magazine

4. Worldwide Service and Support Cincom provides proven technology solutions with: • High Value • Low Cost • Rapid ROI • Low Risk “Cincom’s customer service and support is a key differentiator.” - Gartner

5. AMR Research:- Cincom AMR Research placed Cincom in front and center on their “bulls-eye” chart. Combining process, product and technology defines the configuration landscape.

6. Why Pakistan…. • Liberal Government Investment Policies • Foreign Investment Fully Protected • Technical Manpower Availability • Infrastructure Availability • Cost Benefits • Time Zone Benefits “Call Centre: A 600 billion dollars global industry”

7. Components: Call/Contact Centre

8. Cincom Solutions & Services: “Contact Centre” • Technology-Enabled Selling Solutions • Personalized content management and delivery for high-value, high-volume customer communications • Contact Center Solutions • International Call Center Services & Certifications • Consultation & Outsourcing “One Stop IT Shop” - Cincom

9. Call Centre:- “Contact Centre” A Single point of Contact

10. Cincom eCRM • “Cincom’s CRM Synchrony, Product of the Year 2004” • SearchCRM.com • Customer Inter@ction Solutions magazine • Agent –Customer Interaction module • Power Guide –Knowledge Integration module • OpenTel –CTI integration module • Administrator –Campaign developing and monitoring module • Campaign Plus -List Management module • Predictive –Dialer module • Call Blending –Inbound and outbound call management module • IVR –Integrated Voice Response module • Fulfillment –Document creation and management module • Unified Messaging –Integrated email, fax and voice mail module • Web –Manages web chat, web call-backs and VOIP module

11. The Market Challenges -Perception & Real • Outsourcing = Loss of Control • Most outsourcers Over-commit and Under-deliver • Offshore Outsourcing = Less Cost but more Liability • Last Choice alternative –“if I can do it in-house it is better/cheaper” • “My customers will not understand the foreign dialect” • “How do I manage a call center that is half-way around the world” • Why not go direct and take out the “middle-man”?

12. The Market - Our Focus • Call/Contact Center Market is rapidly considering the Offshore advantage • Financial Services market is leading the charge • Credit/Collections Functions are large beneficiaries of the offshore value proposition • We are experienced in running multi-site/function Consumer-credit oriented Contact Centers • Personal contacts/relationships consider the market to be in “Greenfield-mode” and will move given personal assurance • We target prospect who are Performance-based in their focus • “Cheap seats” lure their attention, performance will keep their interest

13. The Market Our Solution -VAI • Risk Mitigation–Thousands of seats in dozens of centers worldwide are aggregated through one point of contact in the U.S. allowing for quick Disaster recovery at its finest. • CTO–OverC brings you significant cost savings. The combination of technology infrastructure, people and process aggregation equates to a possible 60% savings. • Liability Management–OverC manages all liability and licensing requirements. • Flexibility–Receive access to a network of centers from multiple countries, with multi-lingual and multi-discipline capabilities… • Less Hassle–With one domestic point of contact, you don’t have to worry about managing multiple people and vendors in various countries. Including Payment gateway through Skipjack. • Global Market Knowledge–OverC leverages its knowledge of the strengths of the international market to its client’s benefit.

14. Cincom OverC & iOutsource “Over 5000 Seats of contact centre in India, Dubai, Philippines, South Africa, Brazil, etc. ” • Fully Managed solution with Front End, US Gateway and Business. • Multi-Channel & Multi-Lingual Hosted Solution. • UK & US Calling handled through a single Contact Centre. • Campaigns & Domain experience in Financial Services, Debt Collection, Telecommunication, Helpdesk, Credit Cards, etc. • Consultation & International Contact Centre Certifications.

15. Our Capabilities - US Telecom Infrastructure • US Point of Presence (POP) • Secured Collocated Facility –Level3 • Nortel PBX • Nortel Passport MUX • Voice Compression • Multi-Provider Access to PSTN • Dell Servers • EMC Storage • Database –MSQ 7.0 • Nokia Firewall • Encompass eCRM (Dialer) • IVR • 24/7 Support

16. Cincom iD Solution “Over 80,000 customized notices per day using iD Solution” - U.S. Social Security • iD Solutions is a complete cross-platform web solution for: • Document composition • Document production (batch and interactive) • Routing • Archiving • Content Management • Delivery via multiple channels

17. Cincom Knowledge Builder • An enterprise strength environment for developing and deploying Expert Systems • Modeling Tools to capture rules in a Knowledge Base • Decision Engines to: • Provide recommendations and advice on the most suitable products, services and courses of actions • Decide on the next task/action in a workflow system, based on current events and available data • Configure products, services, and workflows “Cincom Knowledge Builder is an expert system on steroids.” – Jim Wilson Product Director

18. Cincom iOutsource • End-to-End Solutions (from specification through support and maintenance) • Product Development • Implementation and Consulting • Turnkey Projects • Application Service Provider (ASP) • Build, Operate, Lease, Transfer (BOLT) • Business Continuity and Disaster Recovery

19. Why Cincom • 37 Years in Business • Serving Diverse Industries • Thousands of Clients Across 93 Countries • Product Depth & Breadth • Rapid Implementation • Professional Worldwide Support • Professional Services • Strategic Partnerships • Experienced People • Client Trust “Top Ten Reasons” - Cincom

20. Cincom- Pakistan …the answer to all your questions in Pakistan… Eveready Communications