company presentation (updated)
TRANSCRIPT
Company Presentation
Altitude Software, the leader in independent contact center solutions
©2012 Altitude Software
Company Mission
©2012 Altitude Software 2
To deliver unified interaction
solutions, that are rapidly
deployed, use leading technology
independently of platforms and
pay back fast.
Altitude Vision
Contact Centers are the enterprise
Portals of Interaction with
Customers, Partners, Suppliers, etc
©2012 Altitude Software 3
Manage Interactions
Customized Solutions
User Centric Tools
Performance Enhancing
©2012 Altitude Software 4
Customer Service
Debt Collection
Help Desk
Telemarketing
Fin
ancia
l
Healt
hcare
Manufa
ctu
ring
Govern
ment
Reta
il
Media
Outs
ourc
ing
Tele
com
Logis
tics
Uti
liti
es
Other (Market Research, Order Entry, Reservation, …..)
Verticals & Business Aplications
Altitude Software today Global Presence with customers in +80 countries
©2012 Altitude Software 5
Customers
Offices & customers
Offices in 16 countries
+ 1100 customers and installations in 80 countries
+300.000 paid licensed users
©2012 Altitude Software 6
Altitude uCI
Global Presence Across Regions and Vertical Markets
©2012 Altitude Software 7
Growing presence in North America and APAC
7 of 10 top outsourcers in Europe & Latin America chose Altitude uCI
Major references in Financials, Telecoms and e-Gov
AP PER VERTICAL MARKET AP* PER REGION
*AP=Agent Positions
0% 10% 20% 30% 40%
Others
Gov & Retail
Telecom & Utilities
Financial & Insurance
Outsourcers & HostersAPAC 8%
Latin America 31%
North America 7%
West & Eastern
Europe 49%
MENA 5%
Alternative Deployment Options A single suite allows different architectures
©2012 Altitude Software 8
Customer
premises
VoIP Database Altitude
IP Contact Center
Remote Agent
Hosted /
Datacenter
IP/TDM PBX Database
Internet
PSTN
Customer
premises
TDM PBX Database
Customer
Customers Worldwide Include...
©2012 Altitude Software 9
eGovernment CRM Outsourcers
Manufacturing & Healthcare
Telecom & Utilities
Financial Services
Swedish Government
Flemish
Government
Service Providers Transportation & Logistics
Portuguese
Government
Distribution and Integration Partners
©2012 Altitude Software 10
Our worldwide channel partner network incorporates highly specialized and experienced companies
including System Integrators, Consulting Companies, VARs, Distributors and Resellers with a wide range
of offerings to suit your specific business needs.
Worldwide Delivery with Proven Track Record
Wide Network of Platform Partnerships
©2012 Altitude Software 11
Altitude Software products interoperate with multiple hardware and software technology platforms from many leading Vendors as presented below. Altitude Software also has specific partnership agreements with some of them.
Communication Systems
Operating Systems and Databases
Communication Components
Voice recorders / Quality Management
Automatic Speech Recognition
Text to Speech
©2012 Altitude Software 12
ERP/CRM DNC Compliance
Workforce Management
Fax Server
Banking and Financial Solutions
Extensive Business Applications Integration Portfolio
Altitude uCI Value Propositions
©2012 Altitude Software 13
• Smooth VOIP migration (coexistence)
• Infrastructure independence
• Best of both worlds:
• best-of-suite” with “best-of-breed”
• Future-proof technology based on standards and a market proven
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Unique suite with a single language
• Single tool can “do it all”
• Smooth VOIP migration (coexistence)
• Infrastructure independence
Altitude uCI Value Propositions
©2012 Altitude Software 14
• Smooth VOIP migration (coexistence)
• Infrastructure independence
• Best of both worlds: best-of-suite” with “best-of-breed” Market
proven platform independence
• Future-proof technology based on standards and a market proven
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Unique suite with a single language,
single tool can “do it all”
• Smooth VOIP migration (coexistence)
• Infrastructure independence
©2012 Altitude Software 15
Interaction phases
Recording
Quality Monitoring Feedback
Time
Interaction Lifecycle Management
Sub system IVR
Identification
Time
ACD / Router
Routing
Time
Screen pop
Agent Productivity
Time
Callback Telemarketing
scripts
Follow up
Time
Explaining the Interaction Lifecycle Model:
Typical Phases and Systems
©2012 Altitude Software 16
IVR Router uAgent uAgent Recorder UI
config IVR Router uAgent uAgent Recorder
DB, APIs IVR Router uAgent uAgent Recorder
Vendor
X
Interaction phases
Recording
Quality Monitoring Feedback
Interaction phases (for calls as still highest volume media)
Sub system IVR
Identification
ACD / Router
Routing
Screen pop
Agent Productivity
Callback Telemarketing
scripts
Follow up
Interaction Lifecycle Management
Typical vendor X scenario: Many Systems for Many Functions
©2012 Altitude Software 17
Interaction phases
Recording
Quality Monitoring Feedback
Interaction phases (for calls as still highest volume media)
Sub system IVR
Identification
ACD / Router
Routing
Screen pop
Agent Productivity
Callback Telemarketing
scripts
Follow up
IVR Router uAgent uAgent Recorder Altitude uCI
config
DB, APIs
Alt
itude S
oft
ware
Altitude Integration Server
Single Point of Admin
Integrated Modules, Single Architecture
Interaction Lifecycle Management
Typical Altitude Software scenario:
Productivity +
Altitude uCI Value Propositions
©2012 Altitude Software 18
• Smooth VOIP migration (coexistence)
• Infrastructure independence
• Best of both worlds: best-of-suite” with “best-of-breed” Market
proven platform independence
• Future-proof technology based on standards and a market proven
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Unique suite with a single language,
single tool can “do it all”
• Smooth VOIP migration (coexistence)
• Infrastructure independence
©2012 Altitude Software 19
Interaction phases
Recording
Quality Monitoring Feedback
Interaction phases (for calls as still highest volume media)
Sub system IVR
Identification
ACD / Router
Routing
Screen pop
Agent Productivity
Callback Telemarketing
scripts
Follow up
Language
Visual Editor
Scripting
GUI Vendor
X
Scripting
GUI
Scripting
GUI
Scripting
GUI
Scripting
GUI
data data data data
Given the acquisition of multiple systems, it can be typical that languages, configurations
and APIs are different between each sub system.
Interaction Lifecycle Management
Typical vendor X scenario: Develop Many Integrations for New Services
©2012 Altitude Software 20
Programming
Visual Editor
Altitude Scripting Language
Altitude Script Developer
Shared associated data
Interaction phases
Recording
Quality Monitoring Feedback
Interaction phases (for calls as still highest volume media)
Sub system IVR
Identification
ACD / Router
Routing
Screen pop
Agent Productivity
Callback Telemarketing
scripts
Follow up
Alt
itude S
oft
ware
Typical Altitude Software Scenario:
Productivity +
Unique integrated suite provides easy data access and transfer tools with single language
and tool for complete interaction lifecycle (multimedia workflow) management.
Interaction Lifecycle Management
One Single Tool can Manage all Interaction Phases
Altitude uCI Value Propositions
©2012 Altitude Software 21
• Smooth VOIP migration (coexistence)
• Infrastructure independence
• Best of both worlds: best-of-suite” with “best-of-breed” Market
proven platform independence
• Future-proof technology based on standards and a market proven
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Unique suite with a single language,
single tool can “do it all”
• Smooth VOIP migration (coexistence)
• Infrastructure independence
Platform and Infrastructure Independence
©2012 Altitude Software 22
IP Switches
Switches
TDM
Databases
Operating
Systems
©2012 Altitude Software 23
Interaction phases
Recording
Quality Monitoring Feedback
Interaction phases (for calls as still highest volume media)
Sub system IVR
Identification
ACD / Router
Routing
Screen pop
Agent Productivity
Callback Telemarketing
scripts
Follow up
Recorder ERP Altitude uCI
IVR Router uAgent
Altitude Integration Server
DB, APIs
Alt
itude S
oft
ware
Altitude connector Altitude connector
Interaction Lifecycle Management
Open System Examples of Modules Mixed with Other Vendors
Standards-based Developments
©2012 Altitude Software 24
Altitude UCI
Standards-based Technologies
Services Oriented Architecture, Web Services Enabled
ODBC CSTA C# / C++ VXML
Integration Server - Java
Integration Server – .Net
Peace of Mind +
©2012 Altitude Software 25
Lower Development Efforts
• single tool and language
• faster campaign creation and re-tooling - RAD (rapid application
development)
Lower IT costs in multi-platform systems
• ability to run same scripting app over diverse platforms
Lower Training Time and Efforts
• development
• agent ramp-up time with uAgent and ASL
Altitude uCI TCO: One of Lowest in Market
Altitude uCI Value Propositions
©2012 Altitude Software 26
• Smooth VOIP migration (coexistence)
• Infrastructure independence
• Best of both worlds: best-of-suite” with “best-of-breed” Market
proven platform independence
• Future-proof technology based on standards and a market proven
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Unique suite with a single language,
single tool can “do it all”
• Smooth VOIP migration (coexistence)
• Infrastructure independence
©2012 Altitude Software 27
Lower Development Efforts
• Single tool and language
• Faster campaign creation and re-tooling - RAD (rapid application development)
Lower IT costs in multi-platform systems
• Ability to run same scripting app over diverse platforms
Lower Training Time and Efforts
• Development
• Agent ramp-up time with uAgent and ASL
Integration
IT infrastructure
TCO
$
Training
Development
Vendor X
SW licenses
IT infrastructure
Development Training
TCO
$
Altitude Software
Altitude uCI
SAVINGS
Integration
SW licenses
Bottom line: not only lower operational expenses, but also faster deployment of
campaigns and shorter learning curve for agents.
NOTE: Proven by most demanding CC customers, outsourcers
Altitude uCI TCO: One of Lowest in Market
Altitude uCI Value Propositions
©2012 Altitude Software 28
• Smooth VOIP migration (coexistence)
• Infrastructure independence
• Best of both worlds: best-of-suite” with “best-of-breed” Market
proven platform independence
• Future-proof technology based on standards and a market proven
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Unique suite with a single language,
single tool can “do it all”
• Smooth VOIP migration (coexistence)
• Infrastructure independence
©2012 Altitude Software 29
• Driven by business and not by platforms, applications will migrate, grow and evolve.
• Solutions will not be proprietary (avoid the days of mainframe lock-in)
Communication
Servers
Past
PSTN-based
Present
IP
PSTN
Future
IP
Middleware
(CTI, BD, etc)
Middleware
Desktops
Applications App
Smooth VoIP Migration with Platform Independent Applications
Suite of Services for the Contact Center
©2012 Altitude Software 30
Global
Professional
Services
Altitude
University Pay as
Service
Hosted /
On-Demand
24/7
Support
Managed
Services
Quality Policy Statement
©2012 Altitude Software 31
Recent Achievements - Awards
©2012 Altitude Software 32
Previous Awards
Altitude Software has long history of 40+ industry awards recognizing our innovation and tangible results.
Recent Awards
Certified Support Staff Excellence
Center Award
•Superior Customer Service
Experience
American Teleservices Association
– Best in show
Contact Centre Product of the Year
•Altitude uCI
•Network Computing
Magazine
Best of Show
• Altitude IP Contact Center
• ITEXPO East 2010
Customer Interaction Solutions®
Magazine’s
2011 Product of the Year Award
Thank you
©2012 Altitude Software