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Accedo Technologies Marketing Presentation India
 

Accedo Technologies Marketing Presentation India

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Accedo Marketing Presentation

Accedo Marketing Presentation

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    Accedo Technologies Marketing Presentation India Accedo Technologies Marketing Presentation India Presentation Transcript

    • Your Nearshore Bilingual BPO Partner that Exceeds your Customer Expectations “We are You”
    • Who Are we…. Accedo Technologies was founded in July 2007 with the mission of becoming the preferred BPO bilingual partner of our clients by far exceeding the expectations of their clients. Our focus is to become the leader in BPO services in the nearshore or Central America region servicing consumers of bilingual and Spanish only BPO services in North America and Europe. Accedo Technologies executives and founders have over 80 years of operating experience in successfully managing US Brands at the senior executive levels for Fortune 50 US companies and executive management of banking operations in the Central America region . We have firsthand knowledge of the business processes, HR management, systems engineering, global telecommunications and infrastructure engineering. The Accedo Technologies team has extensive knowledge and experience in reengineering business processes for outsourcing and how value-added outsourcing strategies can be employed to gain competitive advantage. We have run businesses that have successfully deployed offshore BPO/ITO outsourcing on a global basis. 11/27/2007 Confidential Information – Property of Accedo Technologies 2
    • Our Vision “Be a unique and exemplary employer that delivers “Best of Breed” bilingual BPO services to global enterprise customers in search of continued high-quality and value-added services. Our commitment to the well being of our employees, communities and contribution to the national economy of Nicaragua should be everlasting” Our Mission We are the preferred bilingual BPO partner of our clients by far exceeding the expectations of their clients; We are you! Our Values Exceed Comply Engage Cohere Appreciate 11/27/2007 Confidential Information – Property of Accedo Technologies 3
    • Executive Team Alejandro Graham – Chief Executive Officer and President Alejandro is a successful entrepreneur and banker who until 2006, led Banco de Finanzas to become the third largest bank of Nicaragua and the country’s largest in mortgage and consumer lending. Mr. Graham is a major equity holder and Board Member in several Tourist Resort Enterprises, Real Estate Development , Entertainment and Rental Car business. He has served on the Board of many financial and Insurance institutions in Central America. Roger A. Pena – Executive Vice President and Managing Director, Mr. Pena is a veteran and worldwide known IT Director who has focused over the last 18 years in call center specific infrastructure and technologies He contributed to the implementation of best telecommunication engineering practices for connecting Indian outsourcers to US Corporations in the early days of the BPO/ITO industries. He has designed and built 20 class A contact centers in 5 Continents including a large ITO operations in Bangalore, India. Roger has earned many exceptional CEO awards at Bank of America, GAP Inc. and Providian Financial for his contributions to technology and global IT infrastructure Federico Gadea – Executive Vice President and General Manager, Federico brings over 18 years of management and leadership experience working in the banking and financial sectors. He has a extensive expertise in business process analysis and leading the design and implementation of enterprise wide strategies resulting in considerable operational cost reduction. Federico extensive operational expertise in managing consumer operations, retail banking and corporate finance is one of Accedo’s best asset for running an optimized and successful operation Tariq Alinur - Vice President and Director of Contact Center Operations, Tariq is a 20 year veteran in the BPO industry. He has successfully built and re-engineered over 10 operations worldwide. As founder of FirstRing , one of the very first successful BPO companies in India he delivered a World Class facility. As director of operations he has provided exceptional service to large Fortune 500 companies like Providian Financial and American Express. Tariq has also worked with several market leading Outsourcers in the US, Latin American and the Middle East. Most recently as Vice President of International Operations, he built a 500 seat Mortgage Processing facility for JP Morgan Chase in the Philippines. This facility has consistently outperformed it’s US and India counterparts and has become the showcase for JP Morgan’s success in Asia. 11/27/2007 Confidential Information – Property of Accedo Technologies 4
    • Accedo’s Business Description Accedo Technologies focus is to participate aggressively and excel in the global BPO Industry by providing high quality bilingual services but not limited to the following business verticals: Inbound/Outbound Customer Services and Cross Selling Telemarketing Help Desk E-Mail/Chat and Correspondence Claim Processing General Accounting Order Processing Data Entry Bi-lingual Translation Services Legal Document Processing Accedo Technologies supplement its products and services with management talent, vast technical and hands on operational expertise 11/27/2007 Confidential Information – Property of Accedo Technologies 5
    • Our Core Competencies “Know-How” of the U.S. BPO Consumer Market In-depth Understanding of India’s Culture and BPO Market Outsourcing/Insourcing Strategy and Enterprise Architecture Execution and Delivery of Outsourcing Initiatives Worldwide Contact Center Operations and Administration Human Resources Management In-depth Knowledge and Experience of the Outsourcing industry in Asia, Europe, Central and South America Complete Understanding of Industry Standards and Regulations Bridging Cultural Gap Global Telecommunications and Systems Engineering Business Process Re-engineering Contract Governance Risk Reduction Strategic Partnerships and Alliances 11/27/2007 Confidential Information – Property of Accedo Technologies 6
    • Country Overview 02/21/2008 Confidential Information – Property of Accedo Technologies 7
    • How Nearshore is it? Los Angeles Atlanta Houston Miami 3:25 2:05 3:15 5:20 Nicaragua 02/21/2008 Confidential Information – Property of Accedo Technologies 8
    • Country Facts Type of Government: Republic Total Area: 50,338 Sq. Miles Population: 5,457,208 Official Language: Spanish Capital: Managua Ethnic Mestizo: 69% White: 17% Black: 9% Indian: 5% Average Temp: 85.8 F 02/21/2008 Confidential Information – Property of Accedo Technologies 9
    • Government and Politics Nicaragua is a constitutional democracy with executive, legislative, judicial, and electoral branches of government. In 1995, the executive and legislative branches negotiated a reform of the 1987 Sandinista constitution, which gave extensive new powers and independence to the legislature--the National Assembly--including permitting the Assembly to override a presidential veto with a simple majority vote and eliminating the president's ability to pocket-veto a bill. The president and the members of the unicameral National Assembly are elected to concurrent 5-year terms. The National Assembly consists of 92 total deputies (90 elected from party lists drawn at the departmental and national levels, plus the outgoing president and the candidate who finishes second in the presidential race). Freedom of speech is a right guaranteed by Nicaragua's constitution and vigorously exercised by its people. Diverse viewpoints are freely and openly discussed in the media and in academia. There is no state censorship in Nicaragua. Other constitutional freedoms include peaceful assembly and association, freedom of religion, and freedom of movement within the country, as well as foreign travel, emigration, and repatriation. 02/21/2008 Confidential Information – Property of Accedo Technologies 10
    • Economics (2006) • GDP US$ 5.0 billion • GDP Growth 3.7% • GDP per Capita US$ 958.6 • Exports US$ 1.714 billion • Foreign Capital Inflows US$282 million 02/21/2008 Confidential Information – Property of Accedo Technologies 11
    • Demographics 80 and + 74-79 70-74 65-69 60-64 Males Females 55-59 50-54 45-49 40-44 35-39 30-34 25-29 20-24 15-19 5-9 0-4 -10.0% -8.0% -6.0% -4.0% -2.0% 0.0% 2.0% 4.0% 6.0% 8.0% 10.0% Population: Literacy Rate: Under-employment: 5.4 Million People 78% overall 30% 70% under the age of 25 85% for ages 15-24 yrs. Workforce: 2.4 million Over 92% for urban youth 02/21/2008 Confidential Information – Property of Accedo Technologies 12
    • Education Enrollment 02/21/2008 Confidential Information – Property of Accedo Technologies 13
    • Building a Solid Education National University System: 44 universities with total enrollment of over 95,000 students; 6% of national budget spent on college education. Bilingual Education: 1 U.S. accredited English language university 3 bilingual university programs 5 bilingual high schools INCAE: Harvard-affiliated regional business school ranked #1 in Latin America. Technical Institutes: 113 technical institutes serving over 20,000 students. Reverse Brain-Drain: International management experience of Nicaraguans who have recently returned to the country 11/27/2007 Confidential Information – Property of Accedo Technologies 14
    • Student Enrollment by Major (Top Ten Universities) 02/21/2008 Confidential Information – Property of Accedo Technologies 15
    • Bilingual Schools 2007 Graduates and 2008 Registered 02/21/2008 Confidential Information – Property of Accedo Technologies 16
    • Labor Force Environment Low Absenteeism • Less than 2% monthly in existing contact centers Low Employee Turnover • Less than 1% monthly in existing contact centers Flexible Labor Laws • 3 Standard work shifts – day, mixed & graveyard (48, 45 & 42 hrs per/wk) Work shift reassignment without salary premium Alternate work shifts negotiable between parties Eager to work and Exceed employer Objectives Ten Anual Paid Holidays 02/21/2008 Confidential Information – Property of Accedo Technologies 17
    • Nicaragua is a Safe Country 36 36 40 35 30 24 25 20 12 15 10 6 5,5 5 0 El S alvador Guatemala Honduras Nic aragua Costa Ric a U.S .A. Homicides per 100 Thousand People 02/21/2008 Confidential Information – Property of Accedo Technologies 18
    • Infrastructure and Technology • Infrastructure Modern and easily accessible International Airport Excellent Hotel Facilities Competitive Energy Cost Extensive Highway and Transportation Network • Telecommunications Redundant Fiber Networks Competitive IPLC Pricing to the U.S. Contact center technologies and support available from Major Suppliers Expertise for designing, deploying and operating contact center technologies Network Connectivity to the U.S. can be provisioned in 4-6 weeks maximum 02/21/2008 Confidential Information – Property of Accedo Technologies 19
    • Advantages Located 2-6 hours away from mayor U.S. Cities Ten Daily Flights to/from the U.S. (Served by major U.S. Airlines) Strong Cultural Affinity with the U.S. The Safest Nearshore Location Availability of Cost-Competitive, English-speaking Personnel Neutral Spanish Language Accent Generous Tax Incentives and Solid Legal Framework for Investment and Contact Center Operators Most Cost Effective Solution in the Region Diverse Telecommunications Links Modern Infrastructure based in U.S. standards DR-CAFTA Member (Free Trade Commerce with the United States) 02/21/2008 Confidential Information – Property of Accedo Technologies 20
    • Nicaragua vs. Mexico Mexico Nicaragua Average Salary – Bi‐lingual Agent US$7,100 $6,000 Employer Contribution to Social Security 20% 15% (Percent of Wages) Paid Holidays 12 10 Mandatory Company Profit Sharing Yes No Spanish Accent Quality Unique – High Pitch Neutral Crime Rate (per 100 Thousand) 32 12 Free Trade Agreements with the U.S. NAFTA CAFTA Tax Holiday for BPO Business No Yes Office Space Rental – Mexico City (Sq. m) US$16 ‐ US$22.00 US$10.00 – US$16.00 11/27/2007 Confidential Information – Property of Accedo Technologies 21
    • Business Opportunities Excellent Location to Conduct Nearshore Bi-lingual BPO operations Competitive Rate per Productive Hour Favorable Compared Currency Conversion Rates Empowerment for Indian Outsourcers to offer Strategic Geographical Diversity Enabling your existing U.S. Clients to Market, Sale and Service its Products to the Fastest growing U.S. Hispanic Population Ability to service Spain with India Expertise and Nicaraguan Human Resources On-shore and Nearshore U.S. teams with Extensive Business process and System Engineering expertise English and Spanish Accents Neutral and Common to the U.S. customer Partner with Accedo Technologies to expand BPO Operations to other Countries in the Region Makes you Global 11/27/2007 Confidential Information – Property of Accedo Technologies 22
    • Technology Park 11/27/2007 Confidential Information – Property of Accedo Technologies 23
    • Location Located in the beautiful scenery and largest route Managua – Granada 6 miles away from Managua’s new downtown Accessible to the largest concentration of qualified Human Resources (Granada, Masaya, Carazo and the explosive population growth of “Carretera Masaya”). 0.3 miles from Power Substation Served by major fiber Optic/Sonnet rings 4-7 miles from major Universities 40 minutes from Managua International Airport Served by several public transportation routes Beautiful views of hills The first private Nicaragua Technology Park 11/27/2007 Confidential Information – Property of Accedo Technologies 24
    • Where in Managua 11/27/2007 Confidential Information – Property of Accedo Technologies 25
    • Park Layout 11/27/2007 Confidential Information – Property of Accedo Technologies 26
    • Aerial View 11/27/2007 Confidential Information – Property of Accedo Technologies 27
    • 3D View 11/27/2007 Confidential Information – Property of Accedo Technologies 28
    • Park Amenities Total property area: 15.7 Acres Controlled access gate Access road for Buildings maintenance and service Sewage Treatment Plant based on US standards and regulations Shuttle service to downtown Managua (Metro Centro) with stops at major intersections and Universities Dual access for Telecom Services Intra fiber-optic ring PBX and Data Services Data Center / Co-location available 350 Parking Stalls Relaxing Landscaping Environmental Friendly 11/27/2007 Confidential Information – Property of Accedo Technologies 29
    • Bus Shuttle Routes 11/27/2007 Confidential Information – Property of Accedo Technologies 30
    • Contact Center 11/27/2007 Confidential Information – Property of Accedo Technologies 31
    • Building Infrastructure Integral Module of Accedo’s Technology Park Total Usable Area: 51,625 ft2 Estimated Completion Q4 2008 Compliant to Managua and California building code/seismic standards Energy efficient Caterpillar Diesel Generator Network designed for high efficiency and high availability ASCO Automatic Transfer Units 10,000 gals. water reserve tank Dual entrance for telecom carriers 350 Parking Stalls Cafeteria and Chill-down Rooms Physical Security and Surveillance Systems Solar Panel ready roof 11/27/2007 Confidential Information – Property of Accedo Technologies 32
    • Contact Center Configuration Agent Areas 16:1 Supervisor to Agent ratio 6:1 Team Lead to Supervisor ratio 6:1 Contact Center Manager to Team Lead ratio Workstation size (42”x 54”) Conference rooms Chill-Down Room and Cafeteria Locker rooms Incubator /OJT Room Training Rooms 36 position per room (2) Multimedia Equipment Configurable Partitioning/Walls Data Center New Standards Design Dual Precision A/C Dual Circuit feeds Dual Security Access 18” raised floor 11/27/2007 Confidential Information – Property of Accedo Technologies 33
    • Outside View 11/27/2007 Confidential Information – Property of Accedo Technologies 34
    • Outside View 11/27/2007 Confidential Information – Property of Accedo Technologies 35
    • Rear View 11/27/2007 Confidential Information – Property of Accedo Technologies 36
    • Contact Center Blueprint Basement 11/27/2007 Confidential Information – Property of Accedo Technologies 37
    • Contact Center Blueprint First Floor 11/27/2007 Confidential Information – Property of Accedo Technologies 38
    • Contact Center Layout Second Floor 11/27/2007 Confidential Information – Property of Accedo Technologies 39
    • Configuration Layout 11/27/2007 Confidential Information – Property of Accedo Technologies 40
    • Security BS7799 Compliant WAN/LAN protected by Cisco Firewalls and IDS systems 24 X 7 Camera Surveillance and Security Guards CCTV System with DVD recording capacity Security Management System (Proximity ID Card Sensor and Key Pad) Mission Critical Areas secured by dual access control systems Multiple levels of security for controlled access to all areas WAN/LAN/VPN Security based on Cisco SAFE Blueprint 11/27/2007 Confidential Information – Property of Accedo Technologies 41
    • Data Center Dedicated UPS System and Diesel Generator Raised floor (18”) Panduit structured cabling and cable management systems Panduit racks for voice and data systems 2 Precision Liebert HVAC units FM200 Fire Suppression System Water and humidity sensors strategically located Fire proof windows Independent electrical panels CCTV camera surveillance Controlled access (dual digital locks) Power stabilizers by Liebert UPS systems Rack Systems Earthquake Proof 11/27/2007 Confidential Information – Property of Accedo Technologies 42
    • Core AC Power Infrastructure 11/27/2007 Confidential Information – Property of Accedo Technologies 43
    • Project Status As of 05/15/08 Human Resource Strategy and Hiring Plans in progress Establishing US Marketing and Sales Office in Northern California and Spain Contracted K&L Gates Law Office for US Legal representation Listed in D&B under registration # 9548371507 Building Structure in transit to Nicaragua Land filling/leveling in progress Electrical, Voice and Data network Designs completed Technology equipment selected and pricing negotiated Waste Treatment Plant in engineering phase In business discussion with large U.S. and Spanish Companies 11/27/2007 Confidential Information – Property of Accedo Technologies 44
    • Why Accedo is your Right Partner In-depth Knowledge and Experience of the Outsourcing industry with particular emphasis on India, Philippines and Argentina We have strategic partnerships and alliances with qualified resources in the areas of: Contact Center and Data Center Design and Engineering Contact Center and Back Office Management Supply Chain Management Enterprise Operations Security Compliance Result Management Governance Telecom and Systems Engineering We understand the financial regulations of the US Financial, Insurance and Technology sectors We guarantee Risk Reduction in your Investments We fully understand the Nicaraguan, India and American cultures 11/27/2007 Confidential Information – Property of Accedo Technologies 45
    • Partnership Advantages In-depth understanding of US Customer requirements, Demands and Service Level Expectations In-depth understanding of US Standards and Regulations in the Banking/Financial and Technology sectors Seasoned Engineering and Management Team Experienced in Understanding and Bridging Cultural Gaps In-depth experience in executing outsourcing projects in Asia, Europe and Latin America Global Network of ITO/BPO business Partners Extensive experience in the Planning, Execution and Delivery of major BPO Call and Data Center infrastructures in the US, Europe, India and Latin America In-depth understanding of the Nicaragua Culture In-depth knowledge of the BPO Industry in the Central American Region 11/27/2007 Confidential Information – Property of Accedo Technologies 46