Altitude Software is a leading provider of independent contact center solutions. It offers a unified customer interactions (uCI) suite built on a single architecture allowing integration of modules for contact center responsibilities. The suite provides infrastructure independence, a single administration interface, and language. Altitude is committed to customer freedom of choice, embracing change, and peace of mind. It has a global presence with offices in 15 countries and over 700 installations worldwide.
A brief presentation of the Aegean Airlines digital marketing case study, that started off from the website re-design and went on even to affiliation programs. (presented by Katerina Karayianni, Head of Digital Marketing, at the Online Marketing Conference 2011)
Neuvonnan ja asiakasohjauksen toimintayksikkökysely toteutettiin THL:n ja sosiaali- ja terveysministeriön (STM) yhteistyönä ja osana Ikäihmisten koti- ja omaishoidon kärkihanketta (I&O)
Lisätietoa: https://thl.fi/fi/web/ikaantyminen/toimivat-vanhuspalvelut/keskitetty-neuvonta-ja-asiakasohjaus
A brief presentation of the Aegean Airlines digital marketing case study, that started off from the website re-design and went on even to affiliation programs. (presented by Katerina Karayianni, Head of Digital Marketing, at the Online Marketing Conference 2011)
Neuvonnan ja asiakasohjauksen toimintayksikkökysely toteutettiin THL:n ja sosiaali- ja terveysministeriön (STM) yhteistyönä ja osana Ikäihmisten koti- ja omaishoidon kärkihanketta (I&O)
Lisätietoa: https://thl.fi/fi/web/ikaantyminen/toimivat-vanhuspalvelut/keskitetty-neuvonta-ja-asiakasohjaus
Beyaz Şapkalı Hacker CEH Eğitimi - Siber Güvenlik TemelleriPRISMA CSI
Bu sunum, Prisma tarafından verilen “Uygulamalı Beyaz Şapkalı Hacker Eğitimi v1” de anlatılan bir üniteye aittir.
PRISMA CSI • Cyber Security and Intelligence www.prismacsi.com
Bu doküman, alıntı vererek kullanılabilir ya da paylaşılabilir ancak değiştirilemez ve ticari amaçla kullanılamaz. Detaylı bilgiye https://creativecommons.org/licenses/by-nc-nd/4.0/legalcode.tr bağlantısından erişebilirsiniz.
Patrocinadores são peças-chave para o sucesso financeiro de uma corrida ou prova de ciclismo.
Saiba como preparar uma apresentação matadora para conquistar patrocinadores para a sua corrida. Confira o passo a passo!
Market Research Report : Unified Communications Market in India 2012Netscribes, Inc.
For the complete report, get in touch with us at : info@netscribes.com
Unified Communications market inIndiais currently undergoing through a phase wherein the market can be characterized with steady growth and a cut-throat competition amongst players operating in the market space. Primarily, the market is boosted by the ongoing proliferation of high speed internet services such as 3G and broadband. Further, the demand to incorporate mobility amongst corporations is also raising the demand for UC based technology so as to facilitate seamless flow of information and data.
The market comprises of multiple segments including voice based communications, conferencing and messaging & calendaring. “Currently, the market is growing at a compounded annual growth rate of 23.5%,”says Mr. Kalyan Banga, Product Manager at Netscribes. An array of factors including rising enterprise mobility, availability of 3G and broadband services, abundance of smart portable devices and the presence of a tech savvy youth population basically propel the market forward. Cloud computing has become a significant part of the UC market wherein players hailing mostly from the small and medium business segment opt for hosted UC services and solutions. This typical behavior is mainly because of the tendency to avoid the upfront capital costs associated with the deployment of UC solutions. “The UC market will see investments pouring in from the SMB space which in turn is expected to grow at a steady CAGR of around 16%” added Kalyan.
The programmable telephone network has always intrigued me. As a developer, having the ability to create custom applications within the service provider network seems to have endless possibilities. I can envision all sorts of applications that make businesses more productive and consumers better informed. I can also envision business opportunities for service providers, offering hosted development platforms that developers can use to create new customer-facing services.
Communications Platform as a Service (CPaaS) is a means to offer an open API-based development environment to businesses of all sizes, allowing them to build custom business applications to improve their customer experience and better secure their data. Today we plan to explore opportunities for CPaaS, explain how service providers can integrate CPaaS into their existing networks and review a live customer case study of CPaaS in action.
The programmable telephone network has always intrigued me. As a developer, having the ability to create custom applications within the service provider network seems to have endless possibilities. I can envision all sorts of applications that make businesses more productive and consumers better informed. I can also envision business opportunities for service providers, offering hosted development platforms that developers can use to create new customer-facing services.
Communications Platform as a Service (CPaaS) is a means to offer an open API-based development environment to businesses of all sizes, allowing them to build custom business applications to improve their customer experience and better secure their data. Today we plan to explore opportunities for CPaaS, explain how service providers can integrate CPaaS into their existing networks and review a live customer case study of CPaaS in action.
I'd appreciate if you leave a comment on the slideshow. You are free to use to use the information as long as you mention the source although I would not be able to share the originals with you since it is not under my ownership alone.
Beyaz Şapkalı Hacker CEH Eğitimi - Siber Güvenlik TemelleriPRISMA CSI
Bu sunum, Prisma tarafından verilen “Uygulamalı Beyaz Şapkalı Hacker Eğitimi v1” de anlatılan bir üniteye aittir.
PRISMA CSI • Cyber Security and Intelligence www.prismacsi.com
Bu doküman, alıntı vererek kullanılabilir ya da paylaşılabilir ancak değiştirilemez ve ticari amaçla kullanılamaz. Detaylı bilgiye https://creativecommons.org/licenses/by-nc-nd/4.0/legalcode.tr bağlantısından erişebilirsiniz.
Patrocinadores são peças-chave para o sucesso financeiro de uma corrida ou prova de ciclismo.
Saiba como preparar uma apresentação matadora para conquistar patrocinadores para a sua corrida. Confira o passo a passo!
Market Research Report : Unified Communications Market in India 2012Netscribes, Inc.
For the complete report, get in touch with us at : info@netscribes.com
Unified Communications market inIndiais currently undergoing through a phase wherein the market can be characterized with steady growth and a cut-throat competition amongst players operating in the market space. Primarily, the market is boosted by the ongoing proliferation of high speed internet services such as 3G and broadband. Further, the demand to incorporate mobility amongst corporations is also raising the demand for UC based technology so as to facilitate seamless flow of information and data.
The market comprises of multiple segments including voice based communications, conferencing and messaging & calendaring. “Currently, the market is growing at a compounded annual growth rate of 23.5%,”says Mr. Kalyan Banga, Product Manager at Netscribes. An array of factors including rising enterprise mobility, availability of 3G and broadband services, abundance of smart portable devices and the presence of a tech savvy youth population basically propel the market forward. Cloud computing has become a significant part of the UC market wherein players hailing mostly from the small and medium business segment opt for hosted UC services and solutions. This typical behavior is mainly because of the tendency to avoid the upfront capital costs associated with the deployment of UC solutions. “The UC market will see investments pouring in from the SMB space which in turn is expected to grow at a steady CAGR of around 16%” added Kalyan.
The programmable telephone network has always intrigued me. As a developer, having the ability to create custom applications within the service provider network seems to have endless possibilities. I can envision all sorts of applications that make businesses more productive and consumers better informed. I can also envision business opportunities for service providers, offering hosted development platforms that developers can use to create new customer-facing services.
Communications Platform as a Service (CPaaS) is a means to offer an open API-based development environment to businesses of all sizes, allowing them to build custom business applications to improve their customer experience and better secure their data. Today we plan to explore opportunities for CPaaS, explain how service providers can integrate CPaaS into their existing networks and review a live customer case study of CPaaS in action.
The programmable telephone network has always intrigued me. As a developer, having the ability to create custom applications within the service provider network seems to have endless possibilities. I can envision all sorts of applications that make businesses more productive and consumers better informed. I can also envision business opportunities for service providers, offering hosted development platforms that developers can use to create new customer-facing services.
Communications Platform as a Service (CPaaS) is a means to offer an open API-based development environment to businesses of all sizes, allowing them to build custom business applications to improve their customer experience and better secure their data. Today we plan to explore opportunities for CPaaS, explain how service providers can integrate CPaaS into their existing networks and review a live customer case study of CPaaS in action.
I'd appreciate if you leave a comment on the slideshow. You are free to use to use the information as long as you mention the source although I would not be able to share the originals with you since it is not under my ownership alone.
OT - Getting the Most From Your B2B Network - SS14Mark Morley, MBA
This presentation was the keynote delivered at an EDIFICE plenary in Brussels in May 2014. EDIFICE is a European based industry association driving B2B standards across the high tech industry. The presentation discusses how once connected to a global B2B network such as OpenText Trading Grid, how a company can potentially utilise the information flowing across the extended enterprise and hence obtain greater value from a B2B platform, rather than just exchanging transaction based B2B messages. GXS has been a member of EDIFICE for more than 25 years however this was the first time that the attendees had heard of OpenText, so the first few slides provide a high level introduction to the company - Updated May 2014
How Mentor Graphics Uses Google Cloud for the Internet of Things - Mentor Gra...RightScale
Mentor Graphics is building on its expertise in mobile to provide a cloud services platform for the Internet of Things (IoT). EZmobilePrint, one of the first apps on the platform, lets mobile devices connect to printers in coffee shops or other public places. Mentor Graphics leverages Google Cloud Platform and RightScale to provide automated, scalable infrastructure to power this next-generation IoT platform and many more applications to come.
1. Company Presentation
Altitude Software, the leader in independent contact center solutions
Altitude Software, the leader in independent contact center solutions
@2007 – Altitude Software. All rights reserved
2. Corporate Mission
To provide the most effective
solutions …
for professionally managing
customer interactions …
independently of infrastructure and
geography.
2
3. Completeness of Vision
Positioning
Positioning
The leading independent
contact center suite vendor
We deliver infrastructure independent CC
applications;
Based on industry standards (including open
source);
Using modules in a single Altitude uCI
architecture that integrate with other
business applications.
3
4. Altitude Commitments
freedom of choice
optimize investments,
no infrastructure lock-in
embrace change
from ideas to business goals,
change is easy
peace of mind
we support you every step of the
way
4
5. Global Presence with Worldwide Offices
Countries w/ Altitude Offices +sites Offices in 15 countries
Countries w/ Altitude sites
700 live installations, in 60 countries
around 170.000 paid licensed users
London
Brussels
Toronto Paris
Madrid
Austin Lisbon
Tel Aviv
Mexico City Beijing
Dubai Manila
New Delhi
Sao Paulo
Cape Town
5
6. Altitude uCI (unified customer interactions)
single framework, multiple modules for the CC
Altitude uCI is a suite built
together and not created
from separate products.
This allows for:
single admin
single language
single training
For each CC responsibility,
Altitude uCI has a family of
software applications
We leverage 15 years of
market experience and
approx. 700 installations
One unified system
6
8. Altitude uCI Deployment Options
Customer
premises
TDM
PBX Database
Customer
premises
PSTN
VoIP
Altitude Database
IP Contact Center
Remote Agent
Hosted /
IP/TDM PBX Database Datacenter
8
9. Customers Worldwide Include...
CRM Outsourcers Financial Services eGovernment
Swedish Government
Flemish
Government
Telecom & Manufacturing & Service Providers Transportation
Utilities Healthcare & Logistics
9
10. Global Presence Across
Regions and Vertical Markets
AP* PER REGION AP PER MARKET
6% 3%
CRM Service Provider 32%
23%
Financial Services
Telecom & Media 20%
Gov. & Education 4%
33 % 58 %
Utilities 3%
Asia Pacific 18%
Others
Europe, Middle East & Africa
Latin America 0% 5% 10% 15% 20% 25% 30% 35%
North America
*AP=Agent Positions
Global presence strongest in EMEA and LA
#1 vendor growth for CRM service providers in EMEA
Leading vendor in Telecoms, Financials and e-Gov As of 2Q’06
10
11. Distribution and Integration Partners
World wide 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.
11
12. Wide Network of Platform Partnerships
Altitude Software products interoperate with multiple hardware and software technology
platforms from many leading Vendors as presented below. Altitude Sotware also has
specific partnership agreements with some of them.
Communication Systems Communication Components
Voice recorders
Operating Systems and Databases
Automatic Speech Recognition/Text to Speech
12
13. Wide Network of Business Applications Partnerships
The ability of Altitude uCI to seamlessly integrate with both front and back-office solutions
is a key factor to build efficient contact centers and consequently maximize customer
satisfaction. As part of Altitude software overall partner strategy there are partnership
agreements with specific Software Vendors.
ERP/CRM Quality Management
Workforce Management Fax Server
13
14. Altitude 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
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
14
15. Altitude 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
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
15
16. Explaining the Interaction Lifecycle Model:
Typical Phases and Systems
Interaction Lifecycle Management
Quality
Agent
Identification Routing Follow up Monitoring
Interaction phases Productivity
Feedback
Time Time Time Time Time
Callback
ACD /
Sub system IVR Screen pop Telemarketing Recording
Router
scripts
16
17. 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
17
18. 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
Altitude Software
IVR Router uAgent uAgent Recorder
config Single Point of Admin
DB, APIs Altitude Integration Server
18
19. Altitude 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
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
19
20. Typical Vendor X Scenarios
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
Vendor X
Language Scripting Scripting Scripting Scripting Scripting
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.
20
21. 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.
21
22. Altitude 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
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
22
24. Open System
Examples of Modules Mixed with Other Mendors
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 Connector altitude
Altitude Integration Server
24
25. Standards-based Developments
Peace of Mind +
Services Oriented Architecture, Web Services Enabled
Services Oriented Architecture, Web Services Enabled
Integration Server - Java
Integration Server –
.Net
Altitude UCI
Standards-based Technologies
Standards-based Technologies
ODBC CSTA C# / C++ VXML
25
26. Altitude 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
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
26
27. Altitude uCI TCO:
One of Lowest in Market
Lower Development Efforts
single tool and language $ $
faster campaign creation and SW licenses
Altitude uCI
re-tooling - RAD (rapid TCO
Training SAVINGS
application development)
TCO
Lower IT costs in multi-platform
Development
systems SW licenses
ability to run same scripting Training
Integration
app over diverse platforms Development
Lower Training Time and Efforts Integration
IT
development IT
infrastructure infrastructure
agent ramp-up time with
uAgent and ASL
Vendor X
Altitude Software
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
27
28. 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
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
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
29
31. Suite of Services for the Contact Center
Global Altitude Pay as
Professional University Service
Services
Hosted / 24/7 Managed
On-demand Support Services
31
32. Recent Achievements
Awards
Recent Awards
2007 Internet Telephony Excellence Award
Altitude IP Contact Center
TMC
2007 Member's Choice Awards
Multi-Channel Solution: Altitude uCI
ContactCenterWorld.com
IP Contact Center Technology Pioneer Award
Altitude Voice Portal
TMC
Altitude IP Contact Centre CRM Excellence Award 2007
Altitude Voice Portal
TMC
Call Center Product of the Year Award
Altitude uCI
Network Computing
Previous Awards
Altitude Software as long history of 25+ industry awards recognizing our
innovation and tangible results.
32
33. Recent Achievements
Major end of 2006, beginning of 2007 Deals
PT Norway
North America
France Belgium
Germany Spain
Brazil
Mexico
Philippines
India
Qatar UAE
33