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Msourc. E Credentials Msourc. E August 2000 All rights reserved Msourc. E Credentials Msourc. E August 2000 All rights reserved

Mission statement Msourc. E is an e-Services company. Our mission is to provide the Mission statement Msourc. E is an e-Services company. Our mission is to provide the complete range of e-Services that are critical to your business growth at the best service level possible. © 2000, Mphasi. S corporation. All rights reserved 2

Msourc. E structure l Msourc. E is the e-Services division of Mphasis-BFL. l It Msourc. E structure l Msourc. E is the e-Services division of Mphasis-BFL. l It is now separated into an independent company. l Mphasis BFL has majority stake in Msourc. E Corp, USA. Minority stake is being held by Barings Private Equity Partners (VC). l Msourc. E India is 100% subsidiary of Msourc. E Corp, USA. © 2000, Mphasi. S corporation. All rights reserved 3

Ownership structure Sr. Managers 4. 75% Holding Mphasis-BFL Barings 63. 5% Holding 31. 75% Ownership structure Sr. Managers 4. 75% Holding Mphasis-BFL Barings 63. 5% Holding 31. 75% Holding Msourc. E Corp. USA 100% Subsidiary Msourc. E India © 2000, Mphasi. S corporation. All rights reserved 4

Msourc. E - Executive Profiles l Jerry Rao, Chairman l Samprati Vishal, l Smita Msourc. E - Executive Profiles l Jerry Rao, Chairman l Samprati Vishal, l Smita Nair, Country Manager Citibank UK, India, Middle East and Hungary. Head of Global Electronic Card. Setup call centers of Citibank India, UK, Middle East and Eastern Europe, supervised large call centers in the US. l Arthur Flew, President & CEO, Msourc. E Corp President, Mphasis-BFL. Many years of senior management experience at Citicorp, as CIO of Diners. Club International, Head of IT and Operations Citibank Global Private Bank l Milind Chalisgaonkar, l Neeraj Khanna, VP (Operations), Msourc. E CEO Msourc. E India l Previously President of Mphasis’s Indian operations, CEO of H&R Johnson (India) Ltd. Also held senior project management positions at Citibank India. Bangalore (India). l Experience of managing offshore call centers at GE, 13 years of customer services experience in the telecom, travel and hospitality industries. © 2000, Mphasi. S corporation. All rights reserved AVP (Technical) Experience of setting up the network and telecom infrastructure for GE’s 2000 person remote processing center in Delhi (India). Also involved with setting up 11 call centers for mobile phone companies on behalf of Digital / Compaq. AVP Pune Center, Over 8 years of experience in call center operations at DHL, Hughes. Telecom & News Corp. Milind Godbole, Manager, e. Service business, Over 12 years of experience in project management & operations of Telecom, paging & Radio Frequency projects Chintan Chawla, Manager Technical Over 6 years of experience in configuration, installation and support of Lucent products for call center operations, for clients like GE, Delux Corp, Amex etc. 5

Mphasis-BFL Background l Mphasis – – l BFL – – – l Interactive Architects Mphasis-BFL Background l Mphasis – – l BFL – – – l Interactive Architects focused on the financial vertical Headquartered in California with presence in all major continents Evangelizing on Internet technologies High profile clients in the financial and dot. com sectors Development House leveraging the Indian offshore model Over 8 years of proven track record in project delivery Spectrum of technology and industry experience Mphasis & BFL agreed to merge in Feb 2000 Mphasis-BFL: A Powerhouse for e-Business © 2000, Mphasi. S corporation. All rights reserved 6

Mphasis-BFL Key Facts Executive Team l Jerry Rao, Chairman & CEO Board/Advisory Board l Mphasis-BFL Key Facts Executive Team l Jerry Rao, Chairman & CEO Board/Advisory Board l Richard Braddock, Chairman of Priceline. com, Formerly Country Manager Citibank UK, India, Middle East and Hungary. Head of Citibank’s Development Division. Head of Global Electronic Cards Division. Chairman & CEO Citicorp Transaction Technology Inc. l l Jeroen Tas, President Formerly Chief Operating Officer and Board Member of Transaction Technology Inc. l Bhaskar Menon, Chief of Staff l l l Mohan Krishnan, l CTO Formerly Chairman/CEO Byzan Systems Inc. l Arthur Flew, President MSource Jose de la Torre, Professor of International Business Strategy, UCLA David Van Pelt, Director Cedel, Retired EVP, Citicorp Formerly Head of E-Citi (International) l Board member of the Eastman Kodak Company, True North Communications, E* Trade Group and Cadbury. Schweppes Per-Olof Loof, CEO Sensormatic M. Yashiro, Chairman, Shinsei Bank John Fibiger, Retired Chairman & CEO Trans. America Life l Formerly CIO of Diners. Club International, l Head of IT and Operations Citibank Global Private Bank l S. R. Das, Professor HBS and UC Berkeley Pat Palmer, Retired SVP, Royal Bank of Canada, President of Where Eagles Soar Inc, a financial service consulting group Drew Tanzman, Retired Vice Chairman Westpac Australia, former EVP Wells Fargo © 2000, Mphasi. S corporation. All rights reserved 7

Our Competence Business Domains Financial Services Dot. com Media Retail Systems Logistics Telecom Technology Our Competence Business Domains Financial Services Dot. com Media Retail Systems Logistics Telecom Technology Application Areas Channel Integration Customer Relationship Mgmt Transaction Processing Systems & Communication Technologies Java, Web Databases Microsoft IBM ATM, ADSL Windows NT Linux, Win. CE WAP EJB HTML, XML Data COM, MTS, Notes, MQ App Servers e-mail warehousing MS MQ, ASP Web. Sphere TCP/IP Tandem, AS 400 e-Support Services Call Center © 2000, Mphasi. S corporation. All rights reserved Help Desk Fulfillment Services Email response 8

Msourc. E Offerings l l l From the Indian operations centers we can offer Msourc. E Offerings l l l From the Indian operations centers we can offer the following e-services: Call Center ( Inbound/Outbound ) Help Desk (Technical / Applications) E-mail Processing Claims Processing / Account Reconciliation Document conversion / database maintenance Image & Applet creation The cost of these services is 20 -25% lower than comparable US operations Currently we handle calls for a large American bank at our Pune e-Service center. Our call handling quality is better than client’s own call centers in the US. © 2000, Mphasi. S corporation. All rights reserved 9

Advantage India l High quality skilled resources – College graduates – English speaking – Advantage India l High quality skilled resources – College graduates – English speaking – Exposed to US, European culture – Good work ethic – Good education & Technical skills – 24 hour operation at relatively low cost l High availability of educated people – High unemployment rate ensures availability of quality human resource l Government impetus to IT service industry © 2000, Mphasi. S corporation. All rights reserved 10

Educational profile l The educational background of our team is diverse and comprises of Educational profile l The educational background of our team is diverse and comprises of – – Bachelors Degree (Science / Business / Liberal Arts) Masters Degree (Science / Business / Liberal Arts) M. B. As Engineers © 2000, Mphasi. S corporation. All rights reserved 47% 21% 30% 2% 11

Experience Profile l Our call center team members are either – fresh from campus Experience Profile l Our call center team members are either – fresh from campus 15% or have – Sales experience in the Service industry – Customer Service experience in the Service industry – Call Center experience © 2000, Mphasi. S corporation. All rights reserved 10% 40% 35% 12

Recruitment & training l The recruitment process includes: – – – Written Test Group Recruitment & training l The recruitment process includes: – – – Written Test Group Discussions Personal Interviews Telephonic Interviews Typing Test l We recruit only 5% of applicants. l All team members go through a 6 -8 week training program for: – – Product(s) knowledge Process Knowledge Client Application / Systems and MIS application knowledge American accent training © 2000, Mphasi. S corporation. All rights reserved 13

Trainer l Ms. Heena Mehta is a US citizen staying in India and holds Trainer l Ms. Heena Mehta is a US citizen staying in India and holds degrees from California State University and UCLA l She has worked with Citibank (India) and Bank of America (California) in service delivery functions l Experience of recruitment and training of CSEs of calls centers of Citibank and other global companies l Retained by Mphasis for recruitment and training of call center staff and managers. She has developed specific training programs for our requirements. © 2000, Mphasi. S corporation. All rights reserved 14

Call Center Offering Strictly Confidential Version 1. 4 15 Call Center Offering Strictly Confidential Version 1. 4 15

Engagement process l Requirement Study: Msourc. E team will conduct a preliminary requirement study, Engagement process l Requirement Study: Msourc. E team will conduct a preliminary requirement study, to understand the current call center and host environment. l Commercial proposal: A specific proposal will be presented for pilot and final implementation. Upon reaching agreement on commercial terms, the project will move to the pilot phase. l Pilot Phase: Msourc. E will carry out a pilot implementation (around 5 -15 workstations) to demonstrate the remote call handling and data access capability. l Final implementation: Msourc. E will increase the call center capacity to handle a larger volume of calls. © 2000, Mphasi. S corporation. All rights reserved 16

Msourc. E infrastructure l l l Msourc. E is setting up two telecom centers Msourc. E infrastructure l l l Msourc. E is setting up two telecom centers in the US, connected to the facilities in Pune and Bangalore in India. The centers in US are located at facilities managed by Exodus. The circuit from US to Pune is through a terrestrial fiber link and the circuit to Bangalore is through a satellite link. This provides full redundancy. The telecom centers in the US are inter-connected for providing local redundancy. 6000 sq. ft. facility in Pune (India) , ability to expand rapidly 8000 sq. ft facility being converted to call center at Bangalore © 2000, Mphasi. S corporation. All rights reserved 17

MSourc. E Telecom Set-up Link to client call center Data connectivity for host access MSourc. E Telecom Set-up Link to client call center Data connectivity for host access USA INDIA Pune call center 1 -800 lines Definity G 3 r Link from client IVR Predictive Dialer Outbound Calls Network Connectivity Telecom Fiber Link Center- 1 Inter-connected for redundancy Link to client call center Data connectivity for host access Bangalore call center 1 -800 lines Link from client IVR Outbound Calls Definity G 3 r Predictive Dialer © 2000, Mphasi. S corporation. All rights reserved Network Connectivity Satellite Link Telecom Center- 2 18

Telecom l MCI, AT&T or Sprint provide connectivity from the US end. l Circuits Telecom l MCI, AT&T or Sprint provide connectivity from the US end. l Circuits will be required from Msourc. E telecom Centers to the client location for data connectivity and call monitoring etc. Circuit to any new location can be established in 2 -3 months l Incoming calls can come through 1 -800 numbers or through the client’s IVR to the Switch located at Msourc. E telecom center. © 2000, Mphasi. S corporation. All rights reserved 19

Telecom. . contd l The switch (Definity) is located in the Msourc. E telecom Telecom. . contd l The switch (Definity) is located in the Msourc. E telecom center in the US and the Indian agents are connected to this over an International private leased circuit. l Facility to make 3 -way calls and transfer the call to client’s call center or any other related facility (for escalation). l The call management system can be accessed from the client’s command center in order to monitor calls and to get MIS. © 2000, Mphasi. S corporation. All rights reserved 20

Email Response Services Strictly Confidential Version 1. 4 21 Email Response Services Strictly Confidential Version 1. 4 21

Email handling challenges l Your company is likely to face some serious challenges while Email handling challenges l Your company is likely to face some serious challenges while handling the large and growing volume of incoming / outgoing emails: – Volatility ¨ “Flood or Famine” of incoming emails corresponding with marketing campaigns and events – Falling between tables ¨ ¨ Responsibility not clearly defined within your organization Emails go to the wrong person and he/she ignores them – – Nobody tracks the response time & quality of response High volume routine queries consume resources High volume outgoing mails are not managed efficiently Feedback from customer emails does not translate into understanding of customer behavior – No systems for email archival / retrieval © 2000, Mphasi. S corporation. All rights reserved 22

Our Business Proposition l l We streamline the email management processes and take care Our Business Proposition l l We streamline the email management processes and take care of the entire operation. Quality of resources – All our e-Service Representatives are college graduates l Round the clock operations – We offer 24 X 365 operations to facilitate better turnaround times l Lower cost of operations – Operations in India ensure that operating costs are 25% lower than comparable U. S operations l Flexibility – We will adjust our resource allocation to suit your needs for peak as well as average volumes l Reporting & monitoring – Archiving of messages and well equipped monitoring tools help our clients attain better service levels © 2000, Mphasi. S corporation. All rights reserved 23

Services offered l We provide email handling services for the following: – Information disbursement Services offered l We provide email handling services for the following: – Information disbursement – Complaint / query resolutions – Information gathering – Identification and follow-up of business leads – Outbound marketing campaigns l Chat sessions can be used for real-time interaction on ecommerce and customer support Web sites. l The two services compliment each other © 2000, Mphasi. S corporation. All rights reserved 24

Customer interaction solutions l Mphasis-BFL has extensive experience of evaluating the various email management Customer interaction solutions l Mphasis-BFL has extensive experience of evaluating the various email management / customer interaction solutions and can implement any of these for our needs. l The following email management solutions have been evaluated in the past: – – l KANA / Silknet e. Gain Lucent Mustang Mphasis-BFL has also worked with leading CRM solutions like Siebel, Vantive, Clarify etc. © 2000, Mphasi. S corporation. All rights reserved 25

Kana Partnership l Mphasis-BFL partnership with Kana. – Mphasis-BFL is the prime reseller and Kana Partnership l Mphasis-BFL partnership with Kana. – Mphasis-BFL is the prime reseller and implementation partner for Kana Suite of products in India. – Kana certified Support engineers for implementation and internal support. l Msourc. E has implemented a pilot operation with Kana 5. 0 version at the Pune operations center. – Msourc. E technical support staff to be Kana certified for implementation and technical support © 2000, Mphasi. S corporation. All rights reserved 26

Kana Suite of product l Marketing – Kana Connect ¨ l Electronic direct marketing Kana Suite of product l Marketing – Kana Connect ¨ l Electronic direct marketing solution for proactive outbound email messages to target customers Sales – Kana Realtime ¨ E-commerce solution to offer on-line services to customers browsing the site requiring immediate help. – Kana Notify ¨ For automating, customizing and managing transaction related communications © 2000, Mphasi. S corporation. All rights reserved 27

Kana Suite of product l Service – Kana Response ¨ Email customer service solution Kana Suite of product l Service – Kana Response ¨ Email customer service solution to respond, monitor and manage high volumes of customer service inquiries. – Kana Classify ¨ Automated response to customer inquiries through intelligent engine reducing manual responses by customer service reps. – Kana Assist ¨ On-line service solution to deliver context sensitive answers directly on the Web page. © 2000, Mphasi. S corporation. All rights reserved 28

Incoming Message Process Flow Parse Message Categorize Message Auto response to Customer Match Result Incoming Message Process Flow Parse Message Categorize Message Auto response to Customer Match Result Yes Knowledge Base Match Request to Known Solution Match Result No Auto Acknowledgement Mail Box Apply routing Rules Q 1 Q 2 Q 3 Message escalation Client Response Sent To Customer © 2000, Mphasi. S corporation. All rights reserved Bank Of E-service executives Message Processing Message Approved Supervisor Quality Check Q 4 Knowledge Base Message Rejected 29

Technology l We can work with a wide range of technologies and have the Technology l We can work with a wide range of technologies and have the following to offer in the different areas – Email Management System will be Kana. – A robust & highly available network – The e-service executives use high power workstations l Telecom – We have Internet connectivity at all our locations. For security & speed of data transfer Virtual Private Network (VPN) can also be set-up © 2000, Mphasi. S corporation. All rights reserved 30

Summary l M-Sourc. E’s core skills are in offshore e-services l High quality and Summary l M-Sourc. E’s core skills are in offshore e-services l High quality and educated resources for all your customer service / telesales needs l Our strong management and technical skills combined with global presence can help you manage your business well l Our services are highly flexible, cost effective and can integrate well with your business © 2000, Mphasi. S corporation. All rights reserved 31

Contact us For further queries on our offerings please contact India USA Milind Chalisgaonkar Contact us For further queries on our offerings please contact India USA Milind Chalisgaonkar CEO India operations Arthur Flew CEO Msourc. E Corp. E-mail: [email protected] com Mobile: +91 -98220 -06973 Tel: +91 -20 -6051180 Fax: +91 -20 -6051179 Dinesh Sawant E-mail: dinesh. [email protected] com Tel: +91 -20 -6051192 (ext 5034) Fax: +91 -20 -6051179 © 2000, Mphasi. S corporation. All rights reserved E-mail: arthur. [email protected] com Tel: (310) 396 4496 Fax: (310) 396 3862 Bhaskar Neppalli E-mail: bhaskar. [email protected] com Tel: (310) 396 4496 Fax: (310) 396 3862 32