©1993-2006 Altitude Software – All Rights Reserved Altitude Software Altitude Software, the leader in independent contact center solutions Free your information

©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.


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


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


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


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


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


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+


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-


Sample of reference customers worldwide

CRM Service ProvidersService Bureaux

Manufacturing Telecom & Utilities

Retail

Financial Services E-government

Swedish Government

Flemish

Government


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


Established Distribution and Integration Partners

Delivery with Proven Track Record


Wide Network of Platform PartnersEstablished Technology Partnerships


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)


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”

Documents

©1993-2006 Altitude Software – All Rights Reserved Altitude Software Altitude Software, the leader in independent contact center solutions Free your information