Pushkar 2BTaneja Concerto

8/4/2019 Pushkar 2BTaneja Concerto

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2004 Concerto Software, Inc. All rights reserved.

Contact Centre Solutions

Outbound Technologies for Call Centres

Pushkar TanejaDirector, Channel Development


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2 2005 Concerto Software, Inc. All rights reserved.

Agenda

Company Profile

Business Drivers

Why Automated Dialing

Business Benefits


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Concerto Software Overview

Founded in 1981

Founder of Predictive Dialling

(Davox) and ACDs (Rockwell)1000+ employees

Global sales & supportinfrastructure

Strong partnerships withleading technology providersand distribution channels

Concerto Software is a proven provider of Customer Interaction

Management (CIM) solutions that help companies more effectivelymanage customer interactions via Voice, Fax, eMail and the Web.

Corporate Headquarters,

WestfordMassachusetts, USA


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$4.2 Billion in committed capital

Specializes in growth equityinvestments in informationtechnology

25+ years of private equityexperience

More than 60 transaction closings;more than a dozen IPOs

Funded more than 350 companies Help innovators exploit new

business opportunities andanticipate trends through long-term relationships that endure thechanging economic landscape

Our Investors

Concerto is backed by tech-savvyinvestors with $4.7B in capital

$750 Million in committed capital Specializes in growth equity

investments in informationtechnology

40+ years of private equityexperience

More than 60 transaction closings;more than a dozen IPOs

Most active investor in softwareover last 2 years

10 software companies aggregating$600m+ in revenue

Add value by working closely withmanagement

Partner long term with world-class

management teams to enhance acompanys value


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Unprecedented Two-Time AwardWinner


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World Leader in Predictive Dialer

More than +1,800 customers in 45 countries

Owner of 100+ call center patents, 160 patents pending World Leade of Predictive Dialer for multiple Call Centre related

aplications in the world!

CitiBank Amex

Bank One Standard Chartered Bank DBS

Bank of America Chase

First Union HSBC US Bank

Citigroup

Bank of America Chase Bank One J. P. Morgan

First Union

Wells Fargo Washington Mutual Bank of America SunTrust

IN APAC CONCERTO HAS 48%MARKET SHARE for PredictiveDiallers


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Business Drivers



Call Center: Business Drivers

Reduce the cost of doing business Maximize agent productivity

Manage resources effectively

Increase revenues Increase customer satisfaction & loyalty

Generate new business revenue

Conduct market intelligence & analysis

Protect or enhance existing business revenue



Reducing Cost of Doing Business

Maximizing agent productivity Shifting work from higher cost personnel to the contact

center Reduces labor costs

Streamlining contact center processes Agents can handle more calls

Eliminating agent idle times Agents can handle more calls

Centralization of agents

Optimize agent pool, reduces labor costs Work flow management

Optimize agent pool, reduces labor costs



Reducing Cost of Doing Business

Manage resources effectively Centralization of centers/ offices

Saves costs is relation to facilities, personnel, etc.

Cross train agents Reduces call transfers & improves 1st call resolutions

Integrated reporting Improves data on agent efficiency rates

Blending

Optimizes agent pool Contact centers are not static



Increase Revenues

Increase customer satisfaction & loyalty

Customer satisfaction with the agent interaction is criticalto the revenue generated by the contact center Accomplished via technology and agent training

Successful contact centers are customer focused andservice oriented

1 Richard F. Gerson, Ph.D., Beyond Customer Service



Horizontal Applications Customer Service

Collections

Telemarketing

Order Processing

Reservations

Help Desk

Call Center Applications

Vertical Applications Banking

Outsourcing

Telecommunications

Utilities

Airlines



Outbound Contact Centers

Outbound calling mission Call volumes

Type of outbound calling (e.g. Preview, Predictive) Connect rates vs. right party contact rates

Time spent on phone more productive

Better manage tasks associated with a call

Calls queued by statistical averages

Increased efficiency through delivery of voice and data

Improved overall contact management

Agent requirements Scripting/ Automation

Reporting requirements



Why Predictive/Automated Dialing



Why Managed/Predictive Dialling?

Competitive Advantage

Provide Superior Customer Service

Technology To Increase Revenue

Technology to Reduce Labor Cost

Call Centres MUST HAVE..



Manual Dialling Challenge

Review

Record6

8 9

0 #

1

4

*

7

2 3

5

DIAL

No

AnswerBusy

Answer

Machine

Operator

Interrupt

Update

Record

Wrong

Person

Connect

Right

Person

AGENT



Problems with Manual Dialing

?Wait/Ring Dial

Disconnect

Busy

AnsweringMachine

NoAnswer

LiveContact

12-15 Minutes/Hour

Productive Time

LiveContact

Busy

Dial

Ans.Machine

Disconnect NoAnswer

Wait (Ring)



Predictive Dialing Process

?Wait/Ring Dial Disconnect

Busy

AnsweringMachine

NoAnswer

Live Contact

45-52 Minutes/Hour

Productive Time

~400% Improvement

Live Contact



Agent Activity in aManual Environment

Agent Activity in anAutomated Environment

Dialing/

Waiting/

Administrative

Customer

Contact

CustomerContact

OtherDuties

Predictive Dialling Benefit



Increase in Revenues

Generate new business revenue Tactical missions

Strategic missions Cross-selling & up-selling

Conduct market intelligence & analysis Identify needs for new products

Determine buying patterns

Protect or enhance existing business revenue Customer retention

Handle complaints



Contact Center ApplicationsPredictive Dialing

A good predictive dialing system allows the clientto up-sell products to end-customers, and forms aportion of the overall customer service value chain

Good vertical market opportunities include

Outsourcing Government

Travel & Tourism

Manufacturing

In Asia-Pacific, predictive dialers have beenrapidly adopted in large outsourcing markets,including India, Philippines, Malaysia and China

Source: Datamonitor; The Asia Pacific Contact Center Market; April 2004



SUMMARY OF BENEFITS

Addresses actual BUSINESS PROCESS

Enables BUSINESS OWNERS to develop customizedbusiness strategies

Enables BUSINESS OWNERS to monitor, measureand refine campaign strategies to achievemaximum efficiencies

Enables BUSINESS OWNERS to view and analyzeoperational performance data and correlate to keyBUSINESS METRICS


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Thank YouQuestions?

www.concerto.com

For further Inquiries, Please contact

Eveready Communications (Pvt.) Ltd.

Tel: (92-21) 2634817-18-20

E-mail: [email protected]
http://www.concerto.com/http://www.concerto.com/

Pushkar 2BTaneja Concerto

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