Company Profile

P L E X U S Intelligent Outsourcing

Business Plan - Contents

• Business Philosophy– Mission Statement– Values

• Business Landscape & Our priorities– Outsourcing – Facts & Trends– Our Offering – Geographies, Capabilities and Industry Segments

• Organization Structure & People Management Philosophy• Our Facility – Infrastructure, Technology & Others• Dialer• MPLS• Site Maps

Mission Statement

• Focus on best in class customer experience.

• Deliver continuously value to customers, stakeholders and employees.

• Invest in technology and process innovation.

Values

Focus. Fresh. Fair. Fast. Fun.

Focus: Delivering business commitments.Fresh: Forum for new ideas from everyone.Fair: Treat employees based on their performance.Fast: Value Time.Fun: Celebrate hard work and achievement.

Business Landscape - Facts & Trends

• Indian BPO Growth Story– Less than 100Mn in 2002 to 1.8Bn in 2007– 2013/2014 Estimated to be 15-18 Bn– 400-500 firms in unorganised sector– Revenues grown almost 100% for small-medium organisation, 2008*

*2008 was considered to be in recessive year

• Industry Verticals:– Current: Financial Services, Consumer Industry, Airlines and Travel– Going Forward: Govt, Travel and Hospitality, Retail, Media, E2E processes (platform

based) in CC, insurance, loans

• Geographies - International :– US: 50-55%– Europe: 35-40%– APAC and others: 5-10%

• Geographies - Domestic– Has grown 100% Y-on-Y for the last 4-5 years; Expected to grow exponentially

Our Offering

• Key Features– Strong Domain knowledge, Mature processes and In-house technology – Learning - a cultural cornerstone – Flexible and proven delivery methodologies– Long term partnership approach– Proven skills in rapid transition & project management– Commitment to improve values (process maturity, value engineering,

technology deployment)– Variable Cost models with downside risk protection– Fixed + Variable pricing: Skin in the game for rewards and revenue upside– Mix of Domestic and International

Our Offering – Geographies, Capabilities and Industry Segments

Service Delivery - Growth Strategy

This does not cover the Industry vertical coverage (discussed separately in Sales Strategy)

Product DevelopmentProduct in this business means a managed service (e2e management of a process with responsibilities for outcomes and not process level measures alone. It is a combination of technology platform, processes & skilled resources deployment

• Investment in technical evaluation team to explore the feasibility of platform-process-people combo for various market opportunities

• Investment in researching new business engagement and commercial models for procurement of components of platform-process-people

• Investment in quality and process reengineering knowledge and skill pool• Invest in management development especially in remote management

Infrastructure – Physical and Tech• Infrastructure and location strategy will be guided by the principle of cost leadership and

delivery of quality of service and availability of technology infrastructure and talent pool• This will be decided on the merit of the situation • Direction of effort will be to continuously take out infra/tech constraints from the

business

Organization – Structure and People Management Philosophy

Best in class talent– Operate full spectrum of permanent full-time employees– Best in class recruitment practices– Build a network of professionals who can deliver required services on consulting

basis– Two in a box

• Everyone does two roles. Every role will have two people capable of doing it.• All middle and senior management roles will carry business development targets. Activities

within BD may vary from prospecting, lead generation, pre-sales, marketing, solutioning, sales, commercial modeling, transitioning

– Remote management control• Investment in management coaching• High employee connect• Technology enabling

Best in class employee engagement practices– High satisfaction management– Reasonable pay and fair Rewards and Recognition– Create a “high performance” environment of continuous feedback and planning

• Independent 5 Storied Building with 14000Sq Ft of Space.– Facility ready for 250 seater Domestic and/or International Call Center.– Ground + 3 floors with well furnished cubicles.

• 50x1 tons SPLIT Air Conditions to provide pleasant atmosphere for work.

• Access controlled doors with biometric and smart card authentication.

• Spacious Cabins for senior Management personals.

• Well placed toilets at each floor.

Infrastructure - Facility

Infrastructure – Access Control & Surveillance

• Access Controls– Biometric and Smart Card reader Access Controls to all doors– Automatic intrusion alarm if doors are forced open– Finger print reader + card readers to Server rooms, UPS rooms etc.

• INTELLIGENT SOFTWARE CONTROLLED MECHANISM.

• Surveillance– The Facility is equipped with CCTV Cameras within and around the facility– The cameras can be viewed Remotely as well as Locally– Recording and watch features included– ALARM and ALERT system is also available and is integrated with the CCTV

SYSTEM

Infrastructure – Power Back Up

• UPS – EATON 9500 Series UPS– 80 KV UPS for COMPUTERS AND SERVER BACKUP.– 30 MIN FULL LOAD BACKUP FROM UPS.

• Diesel Generator in case of an electricity failure.– 400KV CUMMINS DIESEL Generator for power failures back up for the

entire infrastructure.– 30 Hours Backup with full tank

• AUTO SWITCHING DG.

Infrastructure – Fire Alarm System

• Fire Alarm and Fire Exit Facility– The Facility is Equipped with fire Alarm SENSORS at all Floors– Automatic smoke sensors and Alarm system is implemented– Well placed easy accessible fire exit stairs from all floors– Well planned centrally placed assembly area.

Technology - Servers

• Servers– Independent Server Room with separate Controller and Administrator rooms.– High END SERVERS for Database and Application purpose.– Separate Server for Infrastructure and Mailing Solution.– WINDOWS 2003 SERVER LICENSE PACK.

• Application Server Specification :– HP-ProLiant DL380G6 / (1) Quadl-Core Intel Xeon X 5504 Processor (2.0 GHz,)/4MB

(1 x 4MB) Level 3 cache/ 8 GB (2 x 4 GB) PC3-10600R (DDR3-1333)– HP 146GB 3G SAS 10K 2.5in DP ENT HDD– RAID-6 Enabled to ensure 100% data back up.

• Other Server’s Specification :– Dual Processor Xeon 3.0GHZ– 4GB DDR2 533 MHZ ECC REG RAM– 73*3 SCSI 10K RPM HDD.– Intel Raid 7e Raid Controller.

Technology - Workstations

• Work station Specifications:– 250 PCS MAKE computer systems available– Intel P4 2.66GHZ– 1 GB RAM– INTEL 915 Motherboard– 40 GB Sata HDD 7200 RPM– 15 “ TFT Monitor– TOWER CHASSIS

• XP PROFESSIONAL MEDIA + LICENSE

Technology - Network

• STRUCTURED CABLING WITH CERTIFICATION– GIGABIT CAT6 SYSTIMAX CABLE FOR BEST PERFORMANCE– 250 networked Points– 3com - 24 port Manageable Switches– Gigabit Backbone

• D-link Manageable Back-Bone Switch

• 42U Rack for Servers And Backbone

• 15 U Racks Per Floor for Patch Panel and Distribution Switches

• Network Checked and Certified By Network Scanner

Telecom – Dialer, Leased Lines & Others

• DialerDialer– InstaCC – A InstaCC – A TATA CommunicationsTATA Communications a renowned leader in Telecom a renowned leader in Telecom

Industry in India and world wide developed and serviced productIndustry in India and world wide developed and serviced product

FeaturesFeatures– Simplified management with a unified view into your global agent pool. It Simplified management with a unified view into your global agent pool. It

provides a standardized platform across all locations, and deliver services provides a standardized platform across all locations, and deliver services over the network with the most reach into India and around the world.over the network with the most reach into India and around the world.

– InstaCC supports easy integration with existing business applications. InstaCC supports easy integration with existing business applications. Built-in capabilities include DNC list management, call recording and Built-in capabilities include DNC list management, call recording and customizable real-time and historical reporting on agent status and customizable real-time and historical reporting on agent status and campaign results, enabling you to monitor performance and improve campaign results, enabling you to monitor performance and improve productivity. Skills-based routing and an easy-to-configure IVR support productivity. Skills-based routing and an easy-to-configure IVR support your efforts to deliver an exceptional customer experience. Handle your efforts to deliver an exceptional customer experience. Handle multimedia contact channels easily through a unified agent GUI. multimedia contact channels easily through a unified agent GUI.

– FAQ’s (Please refer to the attached presentation)FAQ’s (Please refer to the attached presentation) Microsoft PowerPoint Presentation

Telecom – Dialer, Leased Lines & Others

• Dialer – Dialer – Features Contd..Features Contd..– An IP-based solution provides reduced TCO over a traditional TDM An IP-based solution provides reduced TCO over a traditional TDM

solution. TATA Communications provide both bandwidth and termination, solution. TATA Communications provide both bandwidth and termination, which means an assured call quality at every stage. Gain superior which means an assured call quality at every stage. Gain superior manageability with the bundled solution that includes design, manageability with the bundled solution that includes design, implementation and end-to-end management.implementation and end-to-end management.

• Dedicated Leased Lines from TATA Communications (VSNL)Dedicated Leased Lines from TATA Communications (VSNL)– 8MBPS Dedicated (wired) lines available at the moment which is 8MBPS Dedicated (wired) lines available at the moment which is

expandable.expandable.– Radio Frequency lines also available for back up.Radio Frequency lines also available for back up.

Telecom – Dialer, Leased Lines & Others

• MPLSMPLS– The Tata Communications global MPLS network with major points of

presence (PoPs) in over 65 countries, enables end-to-end, secure networking. This network includes 120 MPLS PoPs in India.

– Four classes of service (CoS) to prioritize network traffic, ensuring successful delivery and performance of critical applications.

– Inter CoS bursting feature helps customers utilize higher available CoS bandwidth to optimize bandwidth usage across all network applications.

– Stringent Service Level Agreements (SLAs) substantiate our commitment to quality.

– Redundant network architecture supports “best path” routing of data, backup, and resiliency options for higher uptimes.

– Access agnostic support for multiple access options such as PPP, Ethernet, etc.

– IP multicast support on the MPLS backbone enables efficient bandwidth utilization for video streaming, stock brokering and other multicast applications.

Telecom – Architecture Diagram Out Bound Call Center

Telecom – Technical Layout – Out Bound Call Center

Telecom – Architecture DiagramIn Bound Call Center

Telecom – Technical Layout – In Bound Call Center

Telecom – Dialer, Leased Lines & PBX

• PBXPBX– DIGITAL PBX OF SIEMENS (HIGH PATH 4000) is installed at the Facility.DIGITAL PBX OF SIEMENS (HIGH PATH 4000) is installed at the Facility.– 250 Analog Extensions with 10 PRI LINES support.250 Analog Extensions with 10 PRI LINES support.– 6 PRI lines of TTML already Terminated.6 PRI lines of TTML already Terminated.

• IPLC can also be provided on request.IPLC can also be provided on request.

• 250 Siemens telephones activated and Installed on Desk.250 Siemens telephones activated and Installed on Desk.

Site Images

Site Images

Site Images

Thank You

Contact us:PLEXUS BPO SERVICES PVT. LTD.Plexus House,A-229, TTC Industrial Estate,Navi MumbaiMaharastra – 400 701IndiaBoard Line: +91-22 66688444Fax: +91-22 66688555