Transcript Altitude Software Company Presentation

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
General Statement

o
We all need to provide better
Customer Services in-house or
Outsourced
 Integrating back office and
o
Customer Services = Massive $
 All of this needs to work
o
independently of infrastructure and
geography.
©1993-2006 Altitude Software – All Rights Reserved
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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
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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
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Interaction is the Magical Company
Client 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
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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
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Agent desktop
The Agent desktop delivers a composite UI, with workflow and session
management in complex service environments.

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
Customers active
sessions with
navigation history
Cross
Application/Da
ta Workflow
©1993-2006 Altitude Software – All Rights Reserved
Insight Delivery Panel
with CTI enabled info (for
contact centers)
Back Office
System
Integration
Application
Workspace
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one single tool can manage all interaction phases
Productivity +
Interaction Lifecycle Management
Identification
Routing
Agent
Productivity
Follow up
Quality
Monitoring
Feedback
Interaction phases (for calls as still highest volume media)
Sub system
IVR
ACD /
Router
Altitude uCI
IVR
Router
Language
Visual Editor
Screen pop
Callback
Telemarketing
scripts
Recording
uAgent
uAgent
Recorder
Altitude Scripting Language
Altitude Script Developer
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
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Lowest TCO suite
Lower Development Efforts
 single tool & language
 Faster campaign creation & retooling - 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
$
$
SW licenses
TCO
Budget -
Training
Development
Integration
IT
Iinfrastructure
(HW, SW,
maintenance)
Vendor X
TCO
Altitude uCI
SAVINGS
SW licenses
Training
Development
Integration
IT
infrastructure
(Hardware,
software,
maintenance)
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
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Sample of reference customers worldwide
CRM Service Providers
Service Bureaux
Financial Services
E-government
Swedish Government
Flemish
Government
Manufacturing
©1993-2006 Altitude Software – All Rights Reserved
Telecom & Utilities
Retail
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Global Presence across Regions and Vertical Markets
AP* PER REGION
6%
AP PER MARKET
3%
32%
CRM Service Provider
23%
Financial Services
20%
Telecom & Media
33 %
Gov. & Education
4%
58 %
Utilities
Asia Pacific
3%
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
©1993-2006 Altitude Software – All Rights Reserved
As of March 2005
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Established Distribution and Integration Partners
Delivery with Proven Track Record
©1993-2006 Altitude Software – All Rights Reserved
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Wide Network of Platform Partners
Established Technology Partnerships
©1993-2006 Altitude Software – All Rights Reserved
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Company Positioning
Organizational strategy
Supported by CRM
(Customer Relationship Management)
Customer analysis and insight
Customer-related
business processes
Customer contact
management
Touch points
management
Sales
Service
Marketing
Routing
Queuing
Voice
Fax
Support
Monitoring
Reporting
Scheduling
Scripting
Email
SMS
Chat
VoIP
Supported by CIM
Web
(Customer Interaction
Management)
WAP
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
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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”
Productivity +
“Do more with less staff”
Reach +
“Break enterprise boundaries”
Budget -
“But do it with your budget”
Maximizes Return on Investment
©1993-2006 Altitude Software – All Rights Reserved
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