xerox services itoc support emea internal use only business process services information technology...
TRANSCRIPT
AGENDA
November 11, 2016 Xerox Internal Use Only2
1.Xerox Services Global
2.Xerox Services EMEA
3.EMEA ICT setup
4.Q&A
Who We Are The world’s leading enterprise for business process and document management
$23 billion in revenue.
147,000 employees worldwide.
over 185 locations.
financial stability.
focus on innovation.
proven operational structure.
Xerox provides services, technology and expertise to enable the customers to focus on their core business and operate more effectively.
Core Strengths
Our Brand
Global Presence
Renowned Innovation
Operational Excellence
Businesses
Business Process Outsourcing
IT Outsourcing
Document Outsourcing
Document Technology
Growth Drivers
Expand Globally
Capitalize on Advantaged Verticals
Disciplined Management of Portfolio
Leverage Document Technology Leadership
Expand Customer Relationships
Invest in New Services
Headquarters: Norwalk, CT
Founded in 1906 as The Haloid Company
Acquired Affiliated Computer Services in 2010
Chairman and CEO: Ursula M. Burns
Named Xerox in 1958 and Xerox Corporation in 1961
Xerox - Uitsluitend voor intern gebruik11 november 20164
The Business Process Service provider for everybody….
On 1-1-2017 Xerox Services is
Our Service Offering
5
• Desktops
• Application Management
• Data Centers
• Office and centralized print
• Remote and mobile print
• Digital imaging, archiving, and indexing
• Education
• Transportation
• Marketing
• Healthcare
• Government
• Financial Services
• Manufacturing
• Consumer Goods
• Retail
• Telecommunications
• Technology
• Travel & Hospitality
Vertical Solutions
Front-Office
• Marketing
• Customer Communications
• Customer Care
• Constituent Services
Back-Office
• Finance and Accounting
• Human Resources
• Transaction Processing
• Payment Services
• Document Management
Xerox Internal Use Only
Business Process ServicesInformation Technology and Managed Print Services
Xerox Service Offerings
November 11, 2016 Xerox Internal Use Only6
Administrative Customer Care F&A HR IT Payment Services
• Data Capture, Scanning, Image Storage & Retrieval
• Film/Fiche Processing
• Media Conversion
• Integrated Workflow
• Intelligent Queue, Exception & Post Processing
• Mailroom
• Total Document, Content & Record Mgmt
• Construction and Facilities Services
• Activations
• Business Intelligence
• Customer Service
• Dispatch
• Impact Calls
• Order Entry
• Product Lifecycle Support
• Retention
• Sales
• Self Service (IVR, Web)
• Technical Support
• Upgrade & Welcome Calls
• Billing & Collections
– Credit & Collections
– Dispute Resolutions
– Orders
• Employee Payments
– Expense Accounting
– Payroll Processing
• General Accounting
– Accounts Payable
– Accounts Receivable
– Consolidations/Close
– Fixed Assets
– General Ledger
• Procurement
– Contract Mgmt
– Electronic Settlement
– Purchasing
– Spend Analysis
– Strategic Sourcing
• Treasury & Cash Mgmt
– Analysis
– Bank Account Mgmt
– Cash Forecasting
– Reconciliation
– Tax Processing
• Benefits Administration
• Communication Strategy
• Compensation Administration
• Employee Development
• Employee Service Center
• Health Savings Accounts
• HR Information Systems
• HR Strategy Consulting
• Payroll Administration
• Performance Mgmt
• Recruiting & Staffing
• Relocation & Expatriate Services
• Retirement Processing
• Workforce Development
• Applications & Software Solutions
• Desktop Mgmt Services
• Enterprise Solution Mgmt
• Help Desk / Service Desk Mgmt
• Information Systems / Data Center Outsourcing
• Network Mgmt Services
• Security Services
• Technology Review & Assessment
• Systems Integration Services
• Check Processing
• Credit / Debit Card Processing
• Clearinghouse Services
• Electronic Balance Transfer
• Electronic Fund Transfer
• Loan Origination
• Loan Servicing
• Other Payment Services
Customer
AcquisitionCustomer
On-boarding
• Consultancy and Analytics
• Digital Creative Services
• Campaign Management
Services
• Data Management Services
• Translation and Localization
• Master Vendor Services
• Order Management
• Onboarding Services
• Customer Application
Processing
• Communications
Engineering
• Telesales/Telemarketing
• Technical Support
Services
• Outbound and Inbound Call
Center Service
• Customer Service and
Sales Support
• Relationship management
• Multi-Channel – Multilingual
Fulfillment Service Centers
Customer
CareCustomer
Retention & Loyalty
• CRM and Predictive
Analytics
• Customer Data
Integration
• Response Management
Services
• Retention and Loyalty
Management
• Social Media CRM
• Performance
Management
Contact Centre Services
November 11, 20167
Drive
top-line revenue
Increase
customer satisfactionReduce costs
Increase
market share
Customer Care in Action
November 11, 2016 Xerox Internal Use Only8
thousandcustomer careagents
customer care locations
years of experience in customer care
languages supported
million customer care interactions daily
50+ 185+ 24
30+ 2.5BPO customer care launches in past 5 years95
Albania • Argentina • Australia • Belgium • Brazil • Canada • Chile • China • Colombia • Czech Republic • Dominican
Republic • Fiji • Finland • France • Germany • Greece • Guatemala • Hungary • India • Italy • Jamaica • Japan • Malaysia
• Mexico • Netherlands • New Zealand • Peru • Philippines • Poland • Portugal • Romania • Santa Lucia • Singapore •
South Africa • Spain • Suriname • Sweden • Switzerland • Turkey • UK • USA
Xerox Services Footprint
9 Xerox Proprietary and Confidential
Xerox Internal Use Only
Iasi
Oradea
Vlore
Shkoder
Usti
PragueOstrava
Valence
Sardinia
Istanbul
ZaventemLeuven
Poole
MaastrichtTilburg
Amersfoort
Breukelen
Enschede
Rotterdam
Zwolle
Almere
ITALY ALBANIA
BELGIUM
CZECH REPUBLIC
NETHERLANDS
ROMANIAUNITED KINGDOM
Paramaribo
SURINAME
TURKEY
Bucharest
GERMANY
Xerox Services EMEA Unified Footprint 33 locations now; focus on Consolidation
Kiel
Lübeck
Wismar
Schwerin
Hamburg
Berlin
Magdeburg
Göttingen
Halle
Kassel
10
Antalya
FRANCE
Lisbon
PORTUGAL
11 11 november 2016
Mission & Statement
Mission
Xerox wants to provide an outstanding- flexible and cost-effective ICT services on which the XCCS business in Europe can run, grow and explorer.
Statement:
“To deliver high quality ICT services within Customer Care services in accordance with the business demands and aligned with the Customer Care clients and ServiceDelivery of Xerox in EMEA.
Xerox Internal Use Only
Xerox Virtual callcenter concept
Business oriented
• Need for optimal scalability
• Need for flexible distribution of
functionalities
• Work everywhere you want
• CSR’s pull i.s.o. pull the contacts
•
ICT professionalism
• All-in-one Callcenter suite
• Fully based on Microsoft solutions
• Easy and Centralized connectivity
• Highest uptime guaranteed
• Ready for innovation
Security & Availability
• Adept ISO 27001 standard
• PCi compliant
• Optimum secured
• Optimum availability
Flexibility / others
• Minimum Time to Act
• Avoid major investment per site / per
seat
• Single ICT sub-providers
Xerox Europe & APAC – Goals out of ICT
state of the art ICT for Customer Care services
1. Xerox is able to provide, with Virtual ICT Infrastructure rightsourcing On-& Off-shore,
inhouse & homeworkers, (Admin, E-mail, Chat, WhatsApp & Call); all Flex-seating
2. This ContactCentre solution out-of-the-Private-cloud enables Innovation easy and fast
to all our projects and seats
3. Our Technology concept provides high up time for lowest costs
4. Optimum synergy for in- & outbound Telco costs
5. IVR hosting & speech detection; standard service out of IT
6. SAAS oriented secured structure with professional Data Centre services
7. Optimum up- down and right scalling incl Homeworking & BCP site’s
8. Alliance functionalities with a minimum of subcontracts
9. Fully based on the certified leading process quality standards
(COPC, PCi & ISO’s certified)
Xerox Intelligent Network
(X.i.N)
>
> World Wide Web
> Client connections
Xerox Office
phone users
Offshore
locations
Virtueel Dedicated
DataCenter AlmerePowered by KPN
Xerox CBPO
contactentres
BCP &
DR
November 11, 201614
Voice connection
ISDN-30 + IP-trunking
Xerox CBPO virtual ICT architecturepreferred ICT Infrastructure 2016
Clients
• 1620 lines Global Liberty
• 150 lines KPN
• 3 IP-trunks UPC, Ziggo
and Vodafone
• Internet connected
Session Border Controller
• 100Mb acess
Full redundant access
• Centralized Firewall s
• Client connections
• eVPN connections
Full redundant
European MPLS cloud
• 1 GB KPN MPLS POP
• 20Mb ACS-NET POP
The Netherlands
• Zwolle 250 Almere 200
• Enschede 250 Amersfoort 150
• Breukelen 90 Rotterdam 175
• Tilburg 400 Maastricht 450
BE Leuven 175
UK Poole 500 SUR Paramaribo 450
TK Istanbul 650 Antalya 60
IT Sardegna 120 POR Lissabon 30
ROM Iasi 55 Oradea 14
Czech Usti 80 Prague 60
• Ostrava 80
• 1 Tier-4 Cyber center
• ISO 27001 and PCI certified
• 24/7 managed infrastructure
• 46 Physical servers
• Virtual Servers
• Virtual Desktop ‘s
• Microsoft Terminal servers
+ App-V
• Data Storage (MSSQL)
• Backup services
• Email - Exchange
Servicedesk Suriname
. 300+ calls/week
. One-day-fixed 90%
Our Thin-client desktop architecture
• As little technology on the production floors
as possible, in terms of security
• No facility to store data locally on the agent
desktop
• Limited local setup of software and prevents
all virus and other setup risks
• Forces uniformity in the design of
workplaces
Total Users: 7200+
Top Concurrent use: 2500+
Total Seats on Thin Clients: 3750+
Newest servers 100+ users
ICT Production Applicationspreferred landscape 2016
11 november 2016 Xerox Internal Use Only15
8000+ users active on CIC
2500+ Concurrent use
74.000.000+ interactions per year
21 Customer contact Centers globally
200.000 Social media messages per year
680.000 emails per year
700 unique reports
250.000+ reports Generated per month
60.000 audio recordings per day
60+ implemented RfC’s per month
10 Days, average turnaround
3000+ Incidents & Service request per year
Average handle time 2,5 days
Xerox India/Romania IDC,
flexible development
Resources
We deliver an open,
all software, unified
communications solution
Less integration time,lower costs
Single vendor to deal with
Applications leverage one another
Works as PBX/IP-PBX or with 3rd
party PBX/IP-PBX
Contact centre and enterprise functionality on one platform
Same multichannel platform as
on-premise deployments
Interaction Center Platform
Web Services
Survey Automation
Workforce Optimization
Outbound Dialing
Messaging (VM, Fax, UM,…)
Self Service (IVR, Web,…)
Contact Center (ACD, Skills,…)
Presence…)Enterprise IP-PBX
Global Provisioning Contact Related Services
Single Redundant High Performance Platform