© 2004 Concerto Software, Inc. All rights reserved. Contact Centre Solutions Outbound Technologies for Call Centres Pushkar Taneja Director, Channel Development

© 2004 Concerto Software, Inc. All rights reserved.

Contact Centre Solutions

Outbound Technologies for Call Centres

Pushkar TanejaDirector, Channel Development

© 2005 Concerto Software, Inc. All rights reserved. 2

Agenda

•Company Profile

•Business Drivers

•Why Automated Dialing

•Business Benefits


Concerto Software Overview

•Founded in 1981•Founder of Predictive Dialling (Davox) and ACD’s (Rockwell)•1000+ employees•Global sales & support infrastructure•Strong partnerships with leading technology providers and distribution channels

Concerto Software is a proven provider of Customer Interaction Management (CIM) solutions that help companies more effectively manage customer interactions via Voice, Fax, eMail and the Web.

Corporate Headquarters, Westford

Massachusetts, USA


• $4.2 Billion in committed capital Specializes in “growth equity”

investments in information technology• 25+ years of private equity experience

More than 60 transaction closings; more than a dozen IPO’s

• Funded more than 350 companies• Help innovators exploit new

business opportunities and anticipate trends through long-term relationships that endure the changing economic landscape

Our Investors

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

• $750 Million in committed capital Specializes in “growth equity”

investments in information technology• 40+ years of private equity experience

More than 60 transaction closings; more than a dozen IPO’s

• Most active investor in software over last 2 years

10 software companies aggregating $600m+ in revenue

• Add value by working closely with management• Partner long term with world-class

management teams to enhance a company’s value


Unprecedented Two-Time Award Unprecedented Two-Time Award WinnerWinner


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 Predictive Diallers


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 critical

to the revenue generated by the contact center Accomplished via technology and agent training

Successful contact centers are customer focused and service 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 AdvantageProvide Superior Customer ServiceTechnology To Increase RevenueTechnology to Reduce Labor Cost

Call Centre’s MUST HAVE…..


Manual Dialling Challenge

ReviewRecord

6

8 9

0 #

1

4

*

7

2 3

5

DIAL

NoAnswer Busy Answer

MachineOperatorInterrupt

UpdateRecord

WrongPerson

Connect

RightPerson

AGENT


Problems with Manual Dialing

??Wait/Wait/RingRing DialDial

DisconnectDisconnect

BusyBusy

Answering Answering MachineMachine

No No AnswerAnswer

Live Contact

12-15 Minutes/HourProductive Time

LiveContact

Busy

DialDial

Ans. Ans. MachineMachine

DisconnectDisconnect NoNo AnswerAnswer

Wait (Ring)Wait (Ring)


Predictive Dialing Process

??Wait/Ring Dial Disconnect

Busy

Answering Machine

No Answer

Live Contact

45-52 Minutes/HourProductive Time

~400% Improvement

Live Contact


Agent Activity in a Manual Environment

Agent Activity in an Automated 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 client to up-sell products to end-customers, and forms a portion of the overall customer service value chain

•Good vertical market opportunities include Outsourcing Government Travel & Tourism Manufacturing

• In Asia-Pacific, predictive dialers have been rapidly 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 customized business strategies

Enables BUSINESS OWNERS to monitor, measure and refine campaign strategies to achieve maximum efficiencies

Enables BUSINESS OWNERS to view and analyze operational performance data and correlate to key BUSINESS METRICS


Thank YouQuestions?

www.concerto.com

For further Inquiries, Please contact Eveready Communications (Pvt.) Ltd.

Tel: (92-21) 2634817-18-20E-mail: [email protected]

Documents

© 2004 Concerto Software, Inc. All rights reserved. Contact Centre Solutions Outbound Technologies for Call Centres Pushkar Taneja Director, Channel Development