Altitude Software Company Presentation

mewstennisSoftware and s/w Development

Nov 4, 2013 (3 years and 8 months ago)

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©1993
-
2006 Altitude Software


All Rights Reserved

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

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.

o



o



o



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©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

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©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

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©1993
-
2006 Altitude Software


All Rights Reserved

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

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©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

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©1993
-
2006 Altitude Software


All Rights Reserved

Agent 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.

Application

Workspace

Cross
Application/Da
ta Workflow

Insight Delivery Panel
with CTI enabled info (for
contact centers)

Back Office
System
Integration

Customers active
sessions with
navigation history

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©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

Callback

Telemarketing

scripts

uAgent

Identification

Agent

Productivity

Routing

Follow up

Quality

Monitoring

Feedback

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

app
s

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

IT

I
infrastructure


(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

-

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©1993
-
2006 Altitude Software


All Rights Reserved

Sample of reference customers worldwide

CRM Service Providers

Service Bureaux

Manufacturing

Telecom & Utilities

Retail

Financial Services

E
-
government

Swedish Government

Flemish

Government

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©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 MARKET

AP
*

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

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©1993
-
2006 Altitude Software


All Rights Reserved

Established Distribution and Integration Partners



Delivery with Proven Track Record


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©1993
-
2006 Altitude Software


All Rights Reserved

Wide Network of Platform Partners

Established Technology Partnerships




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©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

WAP

VoIP

SMS

Routing

Monitoring

Scheduling

Reporting

Scripting

Queuing

Service

Support

Marketing

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)

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©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