Fidelity Call Center Solutions: Case Studies Across Diverse Sectors

1. Jusan European Forum 2008 FIDELITY Case Studies

2. End user customers across a very broad range of sectors: Insurance, Travel Agencies, Transport + Logisitics, Law firms, Estate Agencies, IT Services, Mobile Phone Wholesalers, Financial Services, Optical Distribution, Advertising Agencies, Market Research, Construction Materials, Call center + Telemarketing Services, Public Services (City Councils, Ambulances), Private Health Clinics, Training and Management Services, Technical Support Specialists, Pharmaceutical Distribution, … Fidelity - A few Facts and Figures • More than 75 installed Fidelity + Fidelity Telemarketing systemsPresent in 6 countries, majority in Spain (between 4 and 80 Agents) • Well over 1000 Fidelity Agents positons • 500 calls on hold ports for inbound traffic • 65% standard installations, 35% of installations included integration (CRM, ERP, database etc), or made to measure software application.

3. Terminal A Standard Fidelity Call Center • Iberamigo Fidelity + Software Integration • Canal Salud 24 Fidelity Multi-Site + Special Reports • Girona Ambulance Service Fidelity + Made to Measure Application • Win 24 On-line Lottery Fidelity Telemarketing + Predictive Dialer Fidelity Case Studies

4. Fidelity Case Study: Company: Terminal A Located: Barcelona Sector: On-line Travel Agency

5. Situation: • Barcelona based travel agency with web page and telephone assistance in 17 languages. • Alcatel OXO PBX, 40 agents, 2 supervisors. • The system routes international calls to different language groupsusing dialed number • Required extensive range of queues and messages Why Fidelity: • Previously installed call center didn’t fulfill requirements • Variable message according to queue position • Continuous music flow (separate channel) • Number of queues (unlimited in Fidelity) Fidelity Case Study - Terminal A

6. Fidelity Case Study - Terminal A Standard Fidelity offered more features than installed call center system Feature Rich Standard Solution

7. Fidelity Case Study: Company: Iberamigo Located: Barcelona Sector: Pet Foods & Accesories Wholesale

8. Why Fidelity: • Integration of call center solution with Microsoft Axapta not possible with OXO call center (only possible with OXE). • 3 client levels in Axapta (VIP, less VIP, not VIP). Integration returns agent extension + client priority & opens the client file. Fidelity Case Study - Iberamigo • Dedicated exclusively to the distribution of Foods products & Accesories for domestic pets. • Customers: specialized businesses, vet clinics, animal breeders and key accounts such as El Corte Inglés, Jardiland, etc • Alcatel OmniPCX, 12 agents, Microsoft Axapta ERP installed. • Philosophy of the company (personalized attention). Each customer has an assigned sales person within the call center. Situation

9. Fidelity Case Study - Iberamigo Integration of Fidelity with legacy management software Microsoft Axapta™ Integration Versatility

10. Fidelity Case Study: Company: Canal Salud 24 Located: Las Rozas, Madrid Sector: Private Health Services

11. Installed PBX - not adequate call center solution. Other providers could not meet all requirements (features and price). • Special report tracking calls forwarded to higher level. Used in budget planning & resource optimization. • Any abandoned call immediately processed as high priority outbound. • Multisite call center installation (PBXS connected by WAN). Why Fidelity: Fidelity Case Study - Canal Salud 24 • 24 hour medical services hotline representing > 30 organizations. • 3 assistance levels: Operators, On-call, Doctors. Top levels only reached internally. Agents must know called company and status of other levels. • Panasonic TDA, 10 agents, multi-site. • Abandoned calls require automated call-back process Situation:

12. Internal PBX network Fidelity Server (Master) SQL Database Agent Agent Agent Supervisor PBX Hardware Fidelity LAN LAN Branch Office 1 WAN Branch Office 2 Hardware Fidelity Super Fidelity Multi- Site Head office: Fidelity Server (master) + SQL Database Branch offices: Streamline Server (slave) + calls on- hold hardware unit PBX Internal PBX network Agent Agent Agent Streamline Server (Slave) Fidelity Case Study -Canal Salud 24 (Multi-site) Head office

13. Fidelity Case Study -Canal Salud 24 (Multi-site) Multiple specific features in a multi-site installation WAN Multi-site solution

14. Fidelity Case Study: Company: CTSC Girona Located: Girona, Northern Spain Sector: Ambulance Service - Girona Province (Emergency and programmed health transport services)

15. Why Fidelity: • PBX call center solution not feasible. Fidelity met all requirements for standard call center, call recording + special application. • Touch screen customized agent interfaceprovidesfastest possible contact to all the ambulances, hospitals, clinics in the province. Fidelity Case Study - Girona Ambulance Service • Private company - CTSC Girona is the consortium of ambulances in the northern Spanish province of Girona (140 ambulances in 7 centers). • Aastra Ascotel PBX. Over 7000 in / outbound calls weekly. • Track ambulance positions at all times by GPS (24 hr service), displayed on wall panel in center of operations. • Main goals: Speed up call handling (touchscreen), direct all inbound from ambulances to one specific group, call recording facilities. Situation:

16. Main Touch Screen Interface Health Centers

17. Fidelity Case Study - Girona Ambulance Service Fidelity + Specific design of touch screen interface to speed up call handling. Made to Measure Applications

18. Fidelity Case Study: Company: Win 24 Located: Gran Canaria Sector: On-line Lottery (Professional prize draw service)

19. Why Fidelity: • PBX call center solution could not offer predictive dialer. (SIP) • Specific form templates. Forms collects customers details including bank account (checked on line by connection to web server in Germany). • Recording (on-demand) of all transactions. Fidelity Case Study - Win 24 Situation: • German owned enterprise based in the south of Gran Canaria • Aastra Ascotel PBX. Make 3000 - 3500 calls per day, • 70 teleoperators (German and Austrian) • Half million on-line users in Germany • Very proactive campaigns for new and regular clients

20. Fidelity Case Study - Win 24 Predictive Dialer + Specific Telemarketing form templates German owned business - German staff-German customers Spanish Technology Consolidated & Proven Technology

21. Terminal A Standard Fidelity Call Center • Iberamigo Fidelity + Software Integration • Canal Salud 24 Fidelity Multi-Site + Special Reports • Girona Ambulance Service Fidelity + Made to Measure Application • Win 24 On-line Lottery Fidelity Telemarketing + Predictive Dialer Fidelity Case Studies

22. Key Success Factors Fidelity Key Success Factors • Ready to use solution. Many PBX manufacturers ACD solutions on market but without windows interface, supervisor monitoring, TM etc. • May be integrated with existing systems: CRM Applications, ERPs, databases, in-house software, etc. • Made to measure applications may be developed by Jusan for adaption to exact customer needs. • Fidelity adapts to all types of sector and all business sizes. • Fidelity is a system developed entirely by one company - Jusan.

23. Jusan European Forum 2008 Fidelity Call Center by Jusan “Bringing state of the art call center technology to the SME sector”