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Contact Centre Solutions Outbound Technologies for Call Centres Pushkar Taneja Director, Channel Development. Agenda. Company Profile Business Drivers Why Automated Dialing Business Benefits. Concerto Software Overview.

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Contact Centre SolutionsOutbound Technologies for Call CentresPushkar TanejaDirector, Channel Development

© 2004 Concerto Software, Inc. All rights reserved.


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Agenda

  • Company Profile

  • Business Drivers

  • Why Automated Dialing

  • Business Benefits

© 2005 Concerto Software, Inc. All rights reserved.


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Concerto Software Overview

Concerto Software is a proven provider of Customer Interaction Management (CIM) solutions that help companies more effectively manage customer interactions via Voice, Fax, eMail and the Web.

  • Founded in 1981

  • Founder of Predictive Dialling (Davox) and ACD’s (Rockwell)

  • 1000+ employees

  • Global sales & support infrastructure

  • Strong partnerships with leading technology providers and distribution channels

Corporate Headquarters, Westford Massachusetts, USA

© 2005 Concerto Software, Inc. All rights reserved.


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OurInvestors

  • Most active investor in software over last 2 years

    • 10 software companies aggregating $600m+ in revenue

  • Add value by working closely with management

  • Partner long term with world-class management teams to enhance a company’s value

  • $750 Million in committed capital

    • Specializes in “growth equity” investments in information technology

  • 40+ years of private equity experience

    • More than 60 transaction closings; more than a dozen IPO’s

  • $4.2 Billion in committed capital

    • Specializes in “growth equity” investments in information technology

  • 25+ years of private equity experience

    • More than 60 transaction closings; more than a dozen IPO’s

  • Funded more than 350 companies

  • Help innovators exploit new business opportunities and anticipate trends through long-term relationships that endure the changing economic landscape

Concerto is backed by tech-savvy investors with $4.7B in capital

© 2005 Concerto Software, Inc. All rights reserved.


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Unprecedented Two-Time Award Winner

© 2005 Concerto Software, Inc. All rights reserved.


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World Leader in Predictive Dialer

  • More than +1,800 customers in 45 countries

  • Owner of 100+ call center patents, 160 patents pending

  • World Leade of Predictive Dialer for multiple Call Centre related aplications in the world!

  • CitiBank

  • Amex

  • Bank One

  • Standard Chartered Bank

  • DBS

  • Bank of America

  • Chase

  • First Union

  • HSBC

  • US Bank

  • Citigroup

  • Bank of America

  • Chase

  • Bank One

  • J. P. Morgan

  • First Union

  • Wells Fargo

  • Washington Mutual

  • Bank of America

  • SunTrust

  • IN APAC – CONCERTO HAS 48%MARKET SHARE for Predictive Diallers

© 2005 Concerto Software, Inc. All rights reserved.


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Business Drivers

© 2005 Concerto Software, Inc. All rights reserved.


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Call Center: Business Drivers

  • Reduce the cost of doing business

    • Maximize agent productivity

    • Manage resources effectively

  • Increase revenues

    • Increase customer satisfaction & loyalty

    • Generate new business revenue

    • Conduct market intelligence & analysis

    • Protect or enhance existing business revenue

© 2005 Concerto Software, Inc. All rights reserved.


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Reducing Cost of Doing Business

  • Maximizing agent productivity

    • Shifting work from higher cost personnel to the contact center

      • Reduces labor costs

    • Streamlining contact center processes

      • Agents can handle more calls

    • Eliminating agent idle times

      • Agents can handle more calls

    • Centralization of agents

      • Optimize agent pool, reduces labor costs

    • Work flow management

      • Optimize agent pool, reduces labor costs

© 2005 Concerto Software, Inc. All rights reserved.


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Reducing Cost of Doing Business

  • Manage resources effectively

    • Centralization of centers/ offices

      • Saves costs is relation to facilities, personnel, etc.

    • Cross train agents

      • Reduces call transfers & improves 1st call resolutions

    • Integrated reporting

      • Improves data on agent efficiency rates

    • Blending

      • Optimizes agent pool

  • Contact centers are not static

© 2005 Concerto Software, Inc. All rights reserved.


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Increase Revenues

  • Increase customer satisfaction & loyalty

    • Customer satisfaction with the agent interaction is critical to the revenue generated by the contact center

      • Accomplished via technology and agent training

    • Successful contact centers are customer focused and service oriented

1 Richard F. Gerson, Ph.D., Beyond Customer Service

© 2005 Concerto Software, Inc. All rights reserved.


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Call Center Applications

  • Vertical Applications

    • Banking

    • Outsourcing

    • Telecommunications

    • Utilities

    • Airlines

  • Horizontal Applications

    • Customer Service

    • Collections

    • Telemarketing

    • Order Processing

    • Reservations

    • Help Desk

© 2005 Concerto Software, Inc. All rights reserved.


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Outbound Contact Centers

  • Outbound calling mission

    • Call volumes

  • Type of outbound calling (e.g. Preview, Predictive)

  • Connect rates vs. right party contact rates

    • Time spent on phone more productive

    • Better manage tasks associated with a call

    • Calls queued by statistical averages

    • Increased efficiency through delivery of voice and data

    • Improved overall contact management

  • Agent requirements

    • Scripting/ Automation

  • Reporting requirements

© 2005 Concerto Software, Inc. All rights reserved.


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Why Predictive/Automated Dialing

© 2005 Concerto Software, Inc. All rights reserved.


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Why Managed/Predictive Dialling?

Call Centre’s MUST HAVE…..

  • Competitive Advantage

  • Provide Superior Customer Service

  • Technology To Increase Revenue

  • Technology to Reduce Labor Cost

© 2005 Concerto Software, Inc. All rights reserved.


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1

2

3

6

4

5

7

8

9

0

#

*

Manual Dialling Challenge

DIAL

Review

Record

AGENT

No

Answer

Operator

Interrupt

Answer

Machine

Busy

Connect

Wrong

Person

Update

Record

Right

Person

© 2005 Concerto Software, Inc. All rights reserved.


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Live

Contact

Dial

Ans.

Wait (Ring)

Machine

Live

Contact

Busy

Disconnect

No

Answer

No

Answer

?

Answering

Machine

Busy

Wait/

Ring

Dial

Disconnect

Problems with Manual Dialing

12-15 Minutes/Hour

Productive Time

© 2005 Concerto Software, Inc. All rights reserved.


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Live Contact

No

Answer

?

Live Contact

Answering

Machine

Busy

Wait/

Ring

Dial

Disconnect

Predictive Dialing Process

45-52 Minutes/Hour

Productive Time

~400% Improvement

© 2005 Concerto Software, Inc. All rights reserved.


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Dialing/

Waiting/

Administrative

Customer

Contact

Customer

Contact

Predictive Dialling Benefit

Agent Activity in an

Automated Environment

Agent Activity in a

Manual Environment

Other

Duties

© 2005 Concerto Software, Inc. All rights reserved.


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Increase in Revenues

  • Generate new business revenue

    • Tactical missions

    • Strategic missions

      • Cross-selling & up-selling

  • Conduct market intelligence & analysis

    • Identify needs for new products

    • Determine buying patterns

  • Protect or enhance existing business revenue

    • Customer retention

    • Handle complaints

© 2005 Concerto Software, Inc. All rights reserved.


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Contact Center ApplicationsPredictive Dialing

  • A good predictive dialing system allows the client to up-sell products to end-customers, and forms a portion of the overall customer service value chain

  • Good vertical market opportunities include

    • Outsourcing

    • Government

    • Travel & Tourism

    • Manufacturing

  • In Asia-Pacific, predictive dialers have been rapidly adopted in large outsourcing markets, including India, Philippines, Malaysia and China

© 2005 Concerto Software, Inc. All rights reserved.

Source: Datamonitor; The Asia Pacific Contact Center Market; April 2004


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SUMMARY OF BENEFITS

Addresses actual BUSINESS PROCESS

Enables BUSINESS OWNERS to develop customized business strategies

Enables BUSINESS OWNERS to monitor, measure and refine campaign strategies to achieve maximum efficiencies

Enables BUSINESS OWNERS to view and analyze operational performance data and correlate to key BUSINESS METRICS

© 2005 Concerto Software, Inc. All rights reserved.


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Thank You

Questions?

www.concerto.com

For further Inquiries, Please contact

Eveready Communications (Pvt.) Ltd.

Tel: (92-21) 2634817-18-20

E-mail: [email protected]

© 2005 Concerto Software, Inc. All rights reserved.


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