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Company Presentation (updated) Presentation Transcript

  • 1. Company Presentation Altitude Software, the leader in independent contact center solutions©2012 Altitude Software
  • 2. Company Mission To deliver unified interaction rapidly solutions, that are deployed, use leading technology independently of platforms and pay back fast.©2012 Altitude Software 2
  • 3. Altitude Vision Contact Centers are the enterprise Portals of Interaction with Customers, Partners, Suppliers, etc Manage Interactions Customized Solutions User Centric Tools Performance Enhancing©2012 Altitude Software 3
  • 4. Verticals & Business Aplications Outsourcing Manufacturing Financial Retail Logistics Media Telecom Government Healthcare Utilities Customer Service Debt Collection Help Desk Telemarketing Other (Market Research, Order Entry, Reservation, …..)©2012 Altitude Software 4
  • 5. Altitude Software today Global Presence with customers in +80 countries Offices in 16 countries Customers + 1100 customers and installations in 80 countries Offices & customers +300.000 paid licensed users©2012 Altitude Software 5
  • 6. Altitude uCI©2012 Altitude Software 6
  • 7. Global Presence Across Regions and Vertical Markets AP* PER REGION AP PER VERTICAL MARKET MENA 5% APAC 8% Outsourcers & Hosters Financial & Insurance Telecom & Utilities West & Eastern Europe 49% Gov & Retail Latin America 31% Others 0% 10% 20% 30% 40% North America 7% *AP=Agent Positions  Growing presence in North America and APAC  7 of 10 top outsourcers in Europe & Latin America chose Altitude uCI  Major references in Financials, Telecoms and e-Gov©2012 Altitude Software 7
  • 8. Alternative Deployment Options A single suite allows different architectures Customer premises TDM PBX Database Customer PSTN premises Database VoIP Altitude Internet IP Contact Center Customer Remote Agent Hosted / Datacenter IP/TDM PBX Database©2012 Altitude Software 8
  • 9. Customers Worldwide Include... CRM Outsourcers Financial Services eGovernment Swedish Government Portuguese Government Flemish Government Telecom & Utilities Manufacturing & Service Providers Transportation Healthcare & Logistics©2012 Altitude Software 9
  • 10. Distribution and Integration Partners Worldwide Delivery with Proven Track Record Our worldwide channel partner network incorporates highly specialized and experienced companies including System Integrators, Consulting Companies, VARs, Distributors and Resellers with a wide range of offerings to suit your specific business needs.©2012 Altitude Software 10
  • 11. Wide Network of Platform Partnerships Altitude Software products interoperate with multiple hardware and software technology platforms from many leading Vendors as presented below. Altitude Software also has specific partnership agreements with some of them. Communication Systems Voice recorders / Quality Management Automatic Speech Recognition Text to Speech Operating Systems and Databases Communication Components©2012 Altitude Software 11
  • 12. Extensive Business Applications Integration Portfolio ERP/CRM DNC Compliance Fax Server Banking and Financial Solutions Workforce Management©2012 Altitude Software 12
  • 13. Altitude uCI Value Propositions • Best of both worlds: • best-of-suite” with “best-of-breed” • Unique suite with a single language • Single tool can “do it all” • Future-proof technology based on standards and a market proven platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) •Smooth VOIP migration (coexistence) • Infrastructure independence • Infrastructure independence©2012 Altitude Software 13
  • 14. Altitude uCI Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and a market proven platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) •Smooth VOIP migration (coexistence) • Infrastructure independence • Infrastructure independence©2012 Altitude Software 14
  • 15. Explaining the Interaction Lifecycle Model: Typical Phases and Systems Interaction Lifecycle Management Quality Agent Identification Routing Follow up MonitoringInteraction phases Productivity Feedback Time Time Time Time Time Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts©2012 Altitude Software 15
  • 16. Typical vendor X scenario: Many Systems for Many Functions Interaction Lifecycle Management Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts UI IVR Router uAgent uAgent Recorder Vendor X config IVR Router uAgent uAgent Recorder DB, APIs IVR Router uAgent uAgent Recorder©2012 Altitude Software 16
  • 17. Typical Altitude Software scenario: Integrated Modules, Single Architecture Interaction Lifecycle Management Productivity + Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts Altitude uCI IVR Router uAgent uAgent Recorder Altitude Software config Single Point of Admin DB, APIs Altitude Integration Server©2012 Altitude Software 17
  • 18. Altitude uCI Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and a market proven platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) •Smooth VOIP migration (coexistence) • Infrastructure independence • Infrastructure independence©2012 Altitude Software 18
  • 19. Typical vendor X scenario: Develop Many Integrations for New Services Interaction Lifecycle Management Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts Language Scripting Scripting Scripting Scripting Scripting Vendor X data data data data Visual Editor GUI GUI GUI GUI GUI Given the acquisition of multiple systems, it can be typical that languages, configurations and APIs are different between each sub system.©2012 Altitude Software 19
  • 20. Typical Altitude Software Scenario: One Single Tool can Manage all Interaction Phases Interaction Lifecycle Management Productivity + Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts Altitude Software Shared associated data Programming Altitude Scripting Language Visual Editor Altitude Script Developer Unique integrated suite provides easy data access and transfer tools with single language and tool for complete interaction lifecycle (multimedia workflow) management.©2012 Altitude Software 20
  • 21. Altitude uCI Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and a market proven platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) •Smooth VOIP migration (coexistence) • Infrastructure independence • Infrastructure independence©2012 Altitude Software 21
  • 22. Platform and Infrastructure Independence Operating Systems Databases Switches TDM IP Switches©2012 Altitude Software 22
  • 23. Open System Examples of Modules Mixed with Other Vendors Interaction Lifecycle Management Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts Altitude Software Altitude uCI IVR Router ERP uAgent Recorder DB, APIs Altitude connector Altitude connector Altitude Integration Server©2012 Altitude Software 23
  • 24. Standards-based Developments Peace of Mind + Services Oriented Architecture, Web Services Enabled Integration Server - Java Integration Server – .Net Altitude UCI Standards-based Technologies ODBC CSTA C# / C++ VXML©2012 Altitude Software 24
  • 25. Altitude uCI TCO: One of Lowest in Market Lower Development Efforts • single tool and language • faster campaign creation and re-tooling - RAD (rapid application development) Lower IT costs in multi-platform systems • ability to run same scripting app over diverse platforms Lower Training Time and Efforts • development • agent ramp-up time with uAgent and ASL©2012 Altitude Software 25
  • 26. Altitude uCI Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and a market proven platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) •Smooth VOIP migration (coexistence) • Infrastructure independence • Infrastructure independence©2012 Altitude Software 26
  • 27. Altitude uCI TCO: One of Lowest in Market Lower Development Efforts • Single tool and language $ $ • Faster campaign creation and re-tooling SW licenses Altitude - RAD (rapid application development) TCO uCI Training SAVINGS Lower IT costs in multi-platform systems TCO Development SW licenses • Ability to run same scripting app over Training diverse platforms Integration IT Development Lower Training Time and Efforts infrastructure Integration IT • Development infrastructure • Agent ramp-up time with uAgent and ASL Altitude Software Vendor X Bottom line: not only lower operational expenses, but also faster deployment of campaigns and shorter learning curve for agents. NOTE: Proven by most demanding CC customers, outsourcers©2012 Altitude Software 27
  • 28. Altitude uCI Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and a market proven platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) •Smooth VOIP migration (coexistence) • Infrastructure independence • Infrastructure independence©2012 Altitude Software 28
  • 29. Smooth VoIP Migration with Platform Independent Applications • Driven by business and not by platforms, applications will migrate, grow and evolve. • Solutions will not be proprietary (avoid the days of mainframe lock-in) Past Present Future Desktops Applications App Middleware (CTI, BD, etc) Middleware Communication Servers IP PSTN-based PSTN IP©2012 Altitude Software 29
  • 30. Suite of Services for the Contact Center Global Altitude Pay as Professional University Service Services Hosted / 24/7 Managed On-Demand Support Services©2012 Altitude Software 30
  • 31. Quality Policy Statement©2012 Altitude Software 31
  • 32. Recent Achievements - Awards Recent Awards Contact Centre Product of the Year Certified Support Staff Excellence Customer Interaction Solutions® •Altitude uCI Center Award Magazine’s •Network Computing •Superior Customer Service 2011 Product of the Year Award Magazine Experience American Teleservices Association – Best in show Best of Show • Altitude IP Contact Center • ITEXPO East 2010 Previous Awards Altitude Software has long history of 40+ industry awards recognizing our innovation and tangible results.©2012 Altitude Software 32
  • 33. Thank you©2012 Altitude Software