Customer engagement with Altitude Software - Customer Concers & Opportunities, Challenges, Enablers (Algotech Event - Poland) Marc Pesah - Head of Product Marketing

1. Customer Engagement with
Altitude Software
Marc Pesah – Head of Product Marketing

2. Agenda
© 2015 Altitude Software 2
Altitude uCI
Value proposition of Altitude uCI.
Business focus.
Expertise in customer engagement.
Main trends.
Opportunities. Challenges. Enablers.
Why Altitude?
Our commitment.
Offices & global presence.
Reference customers.
Corporate
information
What really mattersCustomer Experience

3. Customer Experience
What really matters

4. Methodology

5. Methodology
How can I know what really matters?
• Studies
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• Experience

6. Analytics Landscape
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40%
of Contact Centers
have no data
analysis tools
TOP
Factor to change
the shape of
Contact Center
Industry is Analytics
75%
of Companies can
now pre-identify
and segment their
customers
25%
Only of the
customers have
adopted
qualification criteria

7. Operations. Channels Management
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Less than 4 in 10
contact centers
have social media
capability
91% measure
quality on voice
contacts versus
61% on non-voice
interactions
Only 51%
measure quality
on back office
functions
Less tan 13% of
Main companies
offers Social Media
Customer Service

8. CUSTOMER CONCERNS. TECHNOLOGY
34% of SMBs are currently
deployed in the cloud as a
service
Contact center agent shipments
declined 7.1% in 2014 relative to
the prior year, due in part from
contact center as a service
providers. Paradigm Change
Number 1
technology trend is
to attend demand
for emerging
channels
61%
of Core Business
Applications are not
yet integrated all
over the company
Still a concern: TCO
and upgrading of
legacy systems
A range of 21% to
43% business
stakeholders say IT
does not meet
current needs

9. Why Altitude?
Because We Are Experts in Customer Engagement

10. © 2015 Altitude Software 10
Customer Engagement
Main Trends
Break down
department silos
Service beyond the contact
center
The modern customer wants
direct contact to the different
professionals of your company
&
Employees from different
departments want to engage
directly with your customers
Offer excellent customer
experience
Omni-channel
Engage with your customers
over the channel of their
choice
Unification
Offer consistent experience
from anywhere at anytime
Multiple devices
Support a smooth shift when
changing contact devices (PC,
smartphone, tablet etc.)
Use advanced
analytics
Business intelligence
Use real-time business
analytics based on customer
information, big data & smart
algorithms
Evolution of analytics
Go beyond simple reporting
to reporting with actionable
data

11. Customer Engagement
Everyone And Everything Involved
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Your Company
Voice
technology
Customer
centricity
Business
applications
Cloud
Apps
Agents

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Customer Engagement
Opportunities. Challenges. Enablers.
Opportunities
Generation “Connected”
• 81% shop online
• 87,5% use online banking
• 86% use social networking
• 1,2 billion smart phones
• 1 out 7 online minutes spent
on Facebook
• 40% prefer online than face
to face communication
Challenges
X as a Service
Customers expect XaaS but
only 15% of organizations
have adopted it
Changes in supply chain
Companies focus on added
value not the “ownership” of
the platform
Business as usual at risk
Technology is changing the
way we do business
Enablers
Companies 3.0
• Constant digital connectivity
Customer centricity
• Entrepreneurial employees
Easier to become global
• The internet as an enabler
• No geographical limits
Cloud as enabler
• 80% of new applications are
cloud-based
• By 2016 1/3 of data usage
will be on the cloud

13. About Altitude

14. © 2015 Altitude Software 14
Altitude Software
Our Commitment
Delivery
Customer satisfaction
Meet expectations
Measure quality
Services oriented
Plan, build & run
Business oriented
Focus on ROI & profitability
Solutions
Altitude uCI 8 Suite
• Reliable
• Scalable
• Open
• Cloud based
• Low TC0
• End To End commitment
Innovation
State of the art technology
• Mobility
• Support to different media
• Voice Biometrics
• Real-time analytics
• Augmented reality
• Intelligent routing
• Business intelligence
• Virtual assistance
• Smart segmentation

15. Altitude Software
Today
© 2015 Altitude Software 15

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Altitude Software
Offices & Customers
 Historical and strong presence in EMEA and Latin America.
 Leader position in CRM and BPO outsourcers.
 Recognition and growth on financial and insurance markets.

17. Altitude Software
Global Market Presence By Agent Positions
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APAC 7%
Latin America
29%
North America
6%
West &
Eastern
Europe 55%
MENA 3%
Agent Positions per Region
0,00% 10,00% 20,00% 30,00% 40,00%
Others
Government & HealthCare &
Utilities
Telecom & Media
Financial (Banking & Insurance &
Debt Collectors)
Outsourcing & Service Providers
16,45%
5%
9%
31%
39%
Agent Position per Vertical
Data from August 2014

18. Altitude Software
Global Market Presence By Size & Presence
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By Contact Center Size
8%
17%
17%
19%
39%
0-50 51-200 200-500 500 -1000 1000
By Regional Presence
Data from August 2014
61%
6%
23%
4%
6%
EUROPE MENA LA NA APAC

19. Altitude Software
Worldwide References
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CRM & BPO
Outsourcers
Financial
& Insurance
Telecom
& Utilities
Healthcare e-Government
Manufacturing
& Retail
Transportation
& Logistics

20. Altitude uCI 8
Solution Overview

21. Altitude Software
Value Propositions
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Business focused
• Combine operational and business performance management
• Fast ROI
Open solution
• Based on open standards.
• Proven Platform independence
Complete software solution
• Single suite can “do it all”
• Proven VoIP switch (coexistence with legacy PBXs)
Unification and consistency
• All contact points, front and back-office
• Discipline and business rules

22. Altitude Software
Business Application Integration
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Speech Technology
ERP/CRM
Workforce Management
Voice recorders / Quality Management
DNC Compliance
Banking and Financial Solutions
Fax Server

23. Altitude Software
Business Focus
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360° vision
360 customer
knowledge
KPIs
Combine operational and
business performance
management with
customizable real-time
and historical KPIs
Cross & Up Sell
Leverage information: up
& cross sell, etc.
Alerts
Alerts and automatic
actions to improve results
Empowerment
Agent Empowerment
Motivation
Motivation and reward
system
Easy Configuration
Quick & simple
configuration
Access
Access anywhere

24. Thank you!
marc.pesah@altitude.com