Your Way To Agents Anywhere.             From                       Global Home Agent and Virtual Contact Centre Solutions...
The Agenda.Section 1. Introduction to LiveXchangeAbout LiveXchangeWhat We DoIndustry RecognitionSection 2. Three Service S...
About Us.        Global Home Agent & Virtual Contact Centre SolutionsFounded in 2002, LiveX is an award winning, specializ...
LiveXchange Global Cloud Networks    Three Solutions For Agents - Anywhere.•   1. Independent Contractor HomeSourcing Serv...
LiveXchange Global Cloud Networks The Proven Way Home - Anywhere.     The idea of home agents is not new.     The idea of ...
Our Unique Service Offering. A Total HomeSourcing & Virtual Contact Centre SolutionOur service helps client companies to q...
Our Expanding World Of Clients.A growing list of major contact centers both in North America andthe UK shows that the netw...
Big Awards For Big Innovation.                                     ICCM TORONTO 2007                                      ...
Solution 1.Independent Contractor HomeSourcing Service - Anywhere              ContractXchange.comThe Direct Online Screen...
ContractXchange.The Direct Online Screening And Recruitment Of Your ContractAgent Workforce. Thousands Of Certified Agents...
Every Agent That Comes To You          Is Certified By Us.     CERTIFIED              THE CERTIFICATION CHECKLIST    P...
See Me. Hear Me. Contract Me.
The Cutting Points.What Your Contract Home Agent Program Saves,          If You Do It Right The Way. Capital Investment Sa...
The Demographics Of The ContractXchange Agent Base.      Thousands Of Remote Contract Agent’s Ready To Go.  85%    Of Job ...
The New Work Contract.                           It Changes Everything.                                         A New Star...
Realtime Staffing. The Ultimate Flexibility,Balancing Arrival Patterns In 30 Minute Increments.
Cost Comparison. Employee Vs. Contract Agent      All Contact Centres Experience These Costs In      Varying Percentages. ...
Cost Comparison. Employee Vs. Contract Agent      HomeSourcing With LiveXchange Enables You To      Change Your Cost Base....
Solution 2.On-Demand Global Virtual Contact Centre Service - Anywhere    All The Communications ChannelsOn Demand, In A Un...
Solution 2.On-Demand Global Virtual Contact Centre Service - Anywhere             All The Communications Channels –       ...
Solution 2.Carrier Grade Switching – Unlimited Scale From The Cloud                                                       ...
Solution 2.On-Demand Global Virtual Contact Centre Service - AnywhereSupervisory Controls In The Cloud - Anywhere
Solution 2.On-Demand Global Virtual Contact Centre Service - Anywhere    Agent Controls In The Cloud - Anywhere
Solution 3.Layering Fully Managed HomeSourcing Services onyour business.   HomeShoring as a Co-Sourced Model              ...
Solution 3.Fully Managed Programs Win With High CustomerSatisfaction at a Much Reduced Cost.Your Customers Are “Our” Custo...
The Xchange System.All The Building Blocks To Support Your Programs.    Making Home Agent An Easy Thing To Do.            ...
The Xchange System.All The Building Blocks Of A Proven HomeSourcing Program.                        On-Demand.
Enter Here. And Change Your Call Center In 8 Weeks.
eLearningXchange & RealtimeXchange.    Multi-Media Management IntranetsBring Home Agents And Managers Together.
LiveXchange Agent Access OSInstantly Transforms Any PC Into A Secure Remote Workstation.                   Boot from Disc ...
LiveXchange Agent Access OSInstantly Transforms Any PC Into A Secure Remote Workstation.                   Boot from Disc ...
LiveXchange Agent Access OSInstantly Transforms Any PC Into A Secure Remote Workstation.                            Easy T...
Living Proof. The Results Of LiveXchange Clients.
PaySource.The Third Party Invoicing & Payment System That Seals         The Independent Agent Relationship.
Any New Model Of Agent Labor Distribution           Has To Be Green.                        No Bricks And Mortar.         ...
Looking For A Way Home?                 Global Home Agent & Virtual Contact Centre Solutions.                        www.l...
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General Services Presentation 050609 Copy

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Livexchange\'s unique service offering that enables companies to homesource quickly, easily and cost effectively.

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General Services Presentation 050609 Copy

  1. 1. Your Way To Agents Anywhere. From Global Home Agent and Virtual Contact Centre SolutionsPrivate & Confidential © LiveXchange 2002-2009 Canadian, U.S. International Patents Pending
  2. 2. The Agenda.Section 1. Introduction to LiveXchangeAbout LiveXchangeWhat We DoIndustry RecognitionSection 2. Three Service Solutions1. Independent Contractor HomeSourcing Service2. On-Demand Global Virtual Contact Centre Service3. Layering Fully Managed HomeSourcing Services on your business.Unique Offering Points – The FeaturesSection 3. The Xchange System Overview of OurSolutionVirtual Contact Centre In The CloudUnified, Multi-Channel QueuesWorkforce & Management ToolsThe Green Dividend
  3. 3. About Us. Global Home Agent & Virtual Contact Centre SolutionsFounded in 2002, LiveX is an award winning, specialized service provider that helps contact centres todesign and deploy global, on-demand, multi-media contact centre in the cloud & home agent solutions. London. San Francisco. Toronto.
  4. 4. LiveXchange Global Cloud Networks Three Solutions For Agents - Anywhere.• 1. Independent Contractor HomeSourcing Service – Anywhere• 2. On-Demand Global Virtual Contact Centre Service – Anywhere• 3. Fully Managed HomeSourcing Services - Anywhere Global Home Agent & Virtual Contact Centre Solutions.
  5. 5. LiveXchange Global Cloud Networks The Proven Way Home - Anywhere. The idea of home agents is not new. The idea of a virtual contract centre is not new. How LiveXchange does it is new. Home Agent Systems and Networks.
  6. 6. Our Unique Service Offering. A Total HomeSourcing & Virtual Contact Centre SolutionOur service helps client companies to quickly and economically add their own work-at-home agent workforces as a dynamic build on their existing bricks and mortar call centre operations. • Recruitment • Secure Home Desktops • Certification • Cloud IVR • Home Testing • Multi-Channel IP Contact Centre • Training Systems • Recording & Monitoring • Contracting Systems • Scheduling • Web Conference • Management Portals • PCI Compliant Networks • Reporting • FSA & BS7799 Compliance • Agent Payment Systems The Right People + The Right Technology, On-Demand From A Single Network Resource. Global Home Agent & Virtual Contact Centre Solutions.
  7. 7. Our Expanding World Of Clients.A growing list of major contact centers both in North America andthe UK shows that the network works for all kinds of businesses. London. Toronto. San Francisco.
  8. 8. Big Awards For Big Innovation. ICCM TORONTO 2007 2007 CENTRICA AWARDSICCM CHICAGO 2006. BEST IN SHOW MOST INNOVATIVE PLATINUM GLOBAL WINNER CONTACT CENTRE SOLUTION FIRST TRANSATLANTIC THE SHOPPING CHANNEL HOME AGENT CALLS CONTACTCENTERWORLD.COM BEST CONTACT CENTRE 2008 BIRMINGHAM UK 2008 GOLD WORLD AWARD MID-SIZE FOR THE CANADIAN AUTOMOBILE BEST CONTACT CENTRE MID-SIZE NORTH AMERICA 2008 ASSOCIATION THE SHOPPING CHANNEL
  9. 9. Solution 1.Independent Contractor HomeSourcing Service - Anywhere ContractXchange.comThe Direct Online Screening And Recruitment Of Your ContractAgent Workforce. Thousands Of Certified Agents Ready To Go. 50,000 + Job Seeker Members
  10. 10. ContractXchange.The Direct Online Screening And Recruitment Of Your ContractAgent Workforce. Thousands Of Certified Agents Ready To Go.
  11. 11. Every Agent That Comes To You Is Certified By Us. CERTIFIED THE CERTIFICATION CHECKLIST Pass Pass Pass Pass Typing Test A Computer Hardware Test Internet Connection Speed Test Internet VoIP Jitter & Packet Loss Test ✔ ✔ Compatible Spec Computer Dedicated Voice-Line or VOIP Connection Full Service eMail Address Quality Headset System Finger Print Personal ID System (Where required) Digital Web Camera Dedicated Home Office Credit Check Criminal Records Bureau (CRB) Basic Background Disclosure Check ✔
  12. 12. See Me. Hear Me. Contract Me.
  13. 13. The Cutting Points.What Your Contract Home Agent Program Saves, If You Do It Right The Way. Capital Investment Savings – No agent equipment, facilities investment or technology costs. Productivity Savings – Vastly more efficient agent deployment, precise short-shift scheduling and only active time billing -no dead time costs. Employment Savings – No employee benefits, no training costs, no support costs, no recruitment costs.
  14. 14. The Demographics Of The ContractXchange Agent Base. Thousands Of Remote Contract Agent’s Ready To Go. 85% Of Job Seekers 72% Of Job Seekers Over The Age Of 30. With Post Secondry Education.
  15. 15. The New Work Contract. It Changes Everything. A New Start In Agent Recruitment A direct, win-win contract with independent contractor agents chosen and graduated by you, free of the company employee structure, free of outsourcer mark-up, free of employment costs. 30 Minute Work Shift Template The contract sets out the per call wage rate, work times available and the maximum and minimums of highly flexible relationship that is the key to genuine execution of on- demand, 30 minute increment scheduling.Agent Pool DepthContracts awarded in a 3:1 FTE ratio to ensure depth of a contract agent pool thatprovides a broad base of scheduling availability.Multiple Country & Currency FlexibilityCall center can deploy contracts through countries and currencies for the optimumeconomic and service agent mix.
  16. 16. Realtime Staffing. The Ultimate Flexibility,Balancing Arrival Patterns In 30 Minute Increments.
  17. 17. Cost Comparison. Employee Vs. Contract Agent All Contact Centres Experience These Costs In Varying Percentages. The opportunity of using home based contract agents changes the cost base forever.
  18. 18. Cost Comparison. Employee Vs. Contract Agent HomeSourcing With LiveXchange Enables You To Change Your Cost Base. The opportunity of using home based contract agents changes the cost base forever.
  19. 19. Solution 2.On-Demand Global Virtual Contact Centre Service - Anywhere All The Communications ChannelsOn Demand, In A Unified Queue - Anywhere
  20. 20. Solution 2.On-Demand Global Virtual Contact Centre Service - Anywhere All The Communications Channels – On Demand, In A Unified Queue. The Unifying PowerSkilled, Multi-Channel Agent Assignment In A Unified Queue - Anywhere Inbound / Outbound, preview & predictive call Unified web chat with auto responders, ad management ability template push and key word response library Unified email processing with template library Unified callback with priority queuing and key word suggested responses Unified fax processing Integrated IVR with skill routing & skill work groups, full time recording
  21. 21. Solution 2.Carrier Grade Switching – Unlimited Scale From The Cloud Carrier Grade Switching The LiveXchange’s unified communications network in the cloud is a proven design that has reliably carried millions and millions of agent calls, e-mails, web chats and faxes since its inception.Global Telephony Network LiveXchange’s globaltelephony network is an on-demand, highly scalable,multichannel contact Centre solution that enablesorganizations to communicate more effectively withtheir customers.Communicate to agents anywhere in theenterprise—whether in the contact centre, a remotelocation or at home. It also provides interactivevoice response (IVR), preview and predictive dialingand call recording—for completely unified contactcentre communications.
  22. 22. Solution 2.On-Demand Global Virtual Contact Centre Service - AnywhereSupervisory Controls In The Cloud - Anywhere
  23. 23. Solution 2.On-Demand Global Virtual Contact Centre Service - Anywhere Agent Controls In The Cloud - Anywhere
  24. 24. Solution 3.Layering Fully Managed HomeSourcing Services onyour business. HomeShoring as a Co-Sourced Model Fully Managed Solutions
  25. 25. Solution 3.Fully Managed Programs Win With High CustomerSatisfaction at a Much Reduced Cost.Your Customers Are “Our” CustomersRelationship Management is a people business. And it’s the talent of our people thatsets us apart from our competition and allows us to be a seamless extension of yourbranding delivering a superior customer experience.You Pick The Agents On Your Programs Using Our Global Leading ToolsUnlike conventional outsourcers LiveXchange encourages our clients to choose theagents on their programs. Our global leading recruitment and profiling tools, alongwith online CV’s and customized pre-recorded interviews allow you to easily decidewhich agents are suitable to proceed to training and which agents are not.Global Standards And A Dedicated Management TeamYou can depend on our global, standardized proven processes to deliver workforcemanagement, program implementation, performance management and qualityassurance results that are focused on providing a superior and consistent customerexperience every time.The Cost Benefits Of Near-Shoring Using In Country Home Based LaborYes, it is true…home based programs have much lower operating costs than bricksand mortar without sacrificing quality. We pass all the savings on to you.
  26. 26. The Xchange System.All The Building Blocks To Support Your Programs. Making Home Agent An Easy Thing To Do. You Need The Right Building Blocks For A Scalable, Manageable, Home Agent Program.
  27. 27. The Xchange System.All The Building Blocks Of A Proven HomeSourcing Program. On-Demand.
  28. 28. Enter Here. And Change Your Call Center In 8 Weeks.
  29. 29. eLearningXchange & RealtimeXchange. Multi-Media Management IntranetsBring Home Agents And Managers Together.
  30. 30. LiveXchange Agent Access OSInstantly Transforms Any PC Into A Secure Remote Workstation. Boot from Disc Linux Based Hardened OS Agent Access boots into ram and disables the resident hard drive, printer ports, peripheral ports, devices & drives. Connects to your private networks from our secure VPN Gateways. Does not allow Windows or the hard drive to run at the same time on the home machine. Advanced Security X509 Certificate on board, encrypted OS core files in a read only format and cannot be altered in any way. Virtualization can be detected and disabled. Embedded Live Video Monitoring Launches high quality video link between managers and their agents. Embedded Finger Print Login Operates entirely separate from Windows OS.
  31. 31. LiveXchange Agent Access OSInstantly Transforms Any PC Into A Secure Remote Workstation. Boot from Disc Linux Based Hardened OS Agent Access boots into ram and disables the resident hard drive, printer ports, peripheral ports, devices & drives. Connects to your private networks from our secure VPN Gateways. Does not allow Windows or the hard drive to run at the same time on the home machine. Advanced Security X509 Certificate on board, encrypted OS core files in a read only format and cannot be altered in any way. Virtualization can be detected and disabled. Embedded Live Video Monitoring Launches high quality video link between managers and their agents. Embedded Finger Print Login Operates entirely separate from Windows OS.
  32. 32. LiveXchange Agent Access OSInstantly Transforms Any PC Into A Secure Remote Workstation. Easy To Use Desktop A propose built agent desktop keeps agents organized and streamlines access to applications. Hot Buttons Securely Launch Applications Each desktop is set up uniquely for your needs. Agents can build 4 different desktop sub configurations on-the-fly for personalized efficiency.
  33. 33. Living Proof. The Results Of LiveXchange Clients.
  34. 34. PaySource.The Third Party Invoicing & Payment System That Seals The Independent Agent Relationship.
  35. 35. Any New Model Of Agent Labor Distribution Has To Be Green. No Bricks And Mortar. No Commuting Agents. No Carbon Emissions.Private & Confidential © LiveXchange 2002-2009 Canadian, U.S. International Patents Pending
  36. 36. Looking For A Way Home? Global Home Agent & Virtual Contact Centre Solutions. www.liveXchange.com www.contractXchange.com Brian Pritchard Email: bpritchard@livexchange.com Managing Director Phone: (0) 191 335 4300Private & Confidential © LiveXchange 2002-2009 Canadian, U.S. International Patents Pending

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