Altitude Software the leader in independent contact center

Altitude Software, the leader in independent contact center solutions Free your information flow, KILL your CAPEX pain Luc Cavelier Belgium Executive VP Business Development © 1993 -2006 Altitude Software – All Rights Reserved

General Statement ü o We all need to provide better Customer Services in-house or Outsourced ü o Integrating back office and Customer Services = Massive $ ü o All of this needs to work independently of infrastructure and geography. © 1993 -2006 Altitude Software – All Rights Reserved 2

Why Better Customer Services What are the Pains in Financial Services § Competition Rising § Consolidation Legacy § Unifying the communication flow “Brand Name” § Up selling and Cross selling opportunities § Reduce CAPEX and time to Market © 1993 -2006 Altitude Software – All Rights Reserved 3

Implementation Costs You’ve been told § CTI is Complex § CRM what does it means? § Self Service Complex § Unifying the flow Complex § Integrating your back office is Complex §Why spending 12 Months versus 3 §All of this will cost you Millions……. § Bottom line, no decision, delays or Major Costs © 1993 -2006 Altitude Software – All Rights Reserved 4

Interaction is the Magical Company Client Moment Each interaction is a unique opportunity to provide the customer with a good and lasting impression of the company © 1993 -2006 Altitude Software – All Rights Reserved 5

Strategic Advice There is on the Market solution providers who will § Provide easy integration capabilities § Provide you an OPEX model versus Capex § Reduce your time to Market § Generate revenue versus cost § Help you § Bottom line, you MUST be HAPPY © 1993 -2006 Altitude Software – All Rights Reserved 6

Agent desktop The Agent desktop delivers a composite UI, with workflow and session management in complex service environments. § Better, faster, and user centric alternative § Easily deployed by leveraging existing technology investments “No Rip and Replace” § Reduced Integration costs § Insight Delivery Panel with CTI enabled info (for contact centers) Optimize employee desktops by fusing existing resources in an agile way § Customers active sessions with navigation history Low risk integration approach Cross Application/Da ta Workflow © 1993 -2006 Altitude Software – All Rights Reserved Back Office System Integration Application Workspace 7

one single tool can manage all interaction phases Productivity + Interaction Lifecycle Management Identification Routing Agent Productivity Follow up Quality Monitoring Feedback Interaction phases (for calls as still highest volume media) Sub system IVR ACD / Router Altitude u. CI IVR Router Language Visual Editor Screen pop Callback Telemarketing scripts Recording u. Agent Recorder Altitude Scripting Language Altitude Script Developer Unique integrated suite with one Language, one Tool to manage the complete interaction life cycle (multimedia workflow) from begin to end. © 1993 -2006 Altitude Software – All Rights Reserved 8

Lowest TCO suite Lower Development Efforts § single tool & language § Faster campaign creation & retooling - RAD (rapid application development) Lower IT costs in multi platform systems § Ability to run same desktop apps over diverse platforms Lower Training Time & Efforts (lower opportunity costs) § Development § Agent ramp up time with u. Agent and ASL $ $ SW licenses TCO Budget - Training Development Integration IT Iinfrastructure (HW, SW, maintenance) Vendor X TCO Altitude u. CI SAVINGS SW licenses Training Development Integration IT infrastructure (Hardware, software, maintenance) Altitude Software Bottom line: not only lower operational expenses, but also faster deployment of campaigns/services and shorter learning curve for agents © 1993 -2006 Altitude Software – All Rights Reserved 9

Sample of reference customers worldwide CRM Service Providers Service Bureaux Financial Services E-government Swedish Government Flemish Government Manufacturing © 1993 -2006 Altitude Software – All Rights Reserved Telecom & Utilities Retail 10

Global Presence across Regions and Vertical Markets AP* PER REGION 6% AP PER MARKET 3% 32% CRM Service Provider 23% Financial Services 20% Telecom & Media 33 % 58 % Asia Pacific Gov. & Education 4% Utilities 3% 18% Others Europe, Middle East & Africa Latin America 0% 5% 10% 15% 20% 25% 30% 35% North America *AP=Agent Positions § Global Presence with strongest hold in EMEA and LA § #1 vendor by growth for CRM service providers in EMEA § Leading vendor in Telecoms, Financials and e-Gov © 1993 -2006 Altitude Software – All Rights Reserved As of March 2005 11

Established Distribution and Integration Partners Delivery with Proven Track Record © 1993 -2006 Altitude Software – All Rights Reserved 12

Wide Network of Platform Partners Established Technology Partnerships © 1993 -2006 Altitude Software – All Rights Reserved 13

Company Positioning Organizational strategy Supported by CRM (Customer Relationship Management) Customer analysis and insight Customer-related business processes Customer contact management Touch points management Sales Service Marketing Routing Monitoring SMS Fax Reporting Scheduling Queuing Voice Support Scripting Email Chat Vo. IP Supported by CIM Web (Customer Interaction Management) WAP Source: OVUM Key points for a successful contact center deployment § integration of the interaction channels § integration with enterprise systems § platform and infrastructure independence § rapid application customization, © 1993 -2006 Altitude Software – All Rights Reserved 14

In Summary Altitude Software … has a large customer base spread across the world …. has a strong network of partners Altitude u. CI means Freedom + “No vendor lock-in” Productivity + “Do more with less staff” Reach + “Break enterprise boundaries” Budget - “But do it with your budget” Maximizes Return on Investment © 1993 -2006 Altitude Software – All Rights Reserved 15