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©1993-2006 Altitude Software – All Rights Reserved
Altitude SoftwareAltitude SoftwareAltitude SoftwareAltitude SoftwareAltitude 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 CompanyClient 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 desktopAgent 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.
ApplicationWorkspace
Cross Application/Data 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
IVR
Screen pop
uAgent
ACD / Router
Router
CallbackTelemarketin
g scripts
uAgent
IdentificationAgentProductivity
Routing Follow upQualityMonitoringFeedback
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
ITIinfrastructure
(HW, SW,maintenance)
TCO
$
Training
Development
IT
infrastructure (Hardware,
software,
maintenance)
Development
Training
TCO
$
Altitude Software
Altitude uCI
SAVINGS
Vendor X
Integration
SW licenses
SW licenses
Budget-
10©1993-2006 Altitude Software – All Rights Reserved
Sample of reference customers worldwide
CRM Service ProvidersService Bureaux
Manufacturing Telecom & Utilities
Retail
Financial Services E-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 MARKETAP* PER REGION
Asia Pacific
Europe, Middle East & Africa
Latin America
North America
18%
3%
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 %
58 %33 %
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 PartnersEstablished 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
Voice
Fax Email
Chat Web
WAPVoIPSMS
Routing Monitoring
Scheduling
Reporting
ScriptingQueuing
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”