Magnolia Opus Technologies provides intelligent and cost effective IT solutions and services with a commitment to long term client value, with a vision of developing ready-made and tested packaged solutions to business problems across industries. The company has a matrix organizational structure with dispersed teams and aims to meet information needs around contact center alignment with marketing, operational efficiencies, revenue generation, and cost control. The document also outlines trends in contact center consolidation, emerging tools, and a future roadmap involving business process management, real-time dashboards, and grid computing.

1. Raju Nair Technical Consultant Magnolia Opus Technologies Pvt. Ltd.

2. Vision & Mission Organization Structure Information needs Trends Roadmap and future Questions

3. “ A recognized player in IT Services, providing intelligent and cost effective solutions and Services with an unquestionable commitment to provide long term value for clients”

4. To Develop Ready-made, intelligent, tested and cost effective packaged solutions to business problems in various business areas covering wide variety of Industries Intelligent and tested methodologies to approach problems, for providing quick and lasting solutions

5. To Develop A team of highly talented and committed software professionals that always add value to the customers

7. Matrix Structure Flat Organization Dispersed Teams

9. Chief Marketing Officer: How can the contact center align with demand generation, PR, corporate advertising, and customer loyalty campaigns? Chief Operating Officer: How can the contact center be leveraged to gain operational efficiencies in other areas of the business? How can the contact center minimize customer churn? Chief Financial Officer: How can the contact center maximize its revenue generation potential while controlling costs?

10. Speed Reliable Accurate

11. Simple to use Easy to learn

12. Growing trend Reduce costs without affecting service Emergence of presence-based tools Growing remote workforce

13. 78% of contact centers are consolidating agent desktops Blurring of lines between the contact center and back office Standards such as SOA will help drive consolidation Billing CRM Order Entry

14. Business Process Management Software Business Objects Real-time Dashboard

15. Document Management Content Management Version Control Reliable, Fast and Accurate reports

16. Simple to use thin clients Web 2.o tools Reliable Easy to control

17. Grid Computing Telecommuting options