Altitude Presentation
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Altitude Software is a leading provider of independent contact center solutions. It offers a unified customer interactions (uCI) suite built on a single architecture allowing integration of modules for contact center responsibilities. The suite provides infrastructure independence, a single administration interface, and language. Altitude is committed to customer freedom of choice, embracing change, and peace of mind. It has a global presence with offices in 15 countries and over 700 installations worldwide.
Altitude Presentation
- 1. Company Presentation Altitude Software, the leader in independent contact center solutions Altitude Software, the leader in independent contact center solutions @2007 – Altitude Software. All rights reserved
- 2. Corporate Mission To provide the most effective solutions … for professionally managing customer interactions … independently of infrastructure and geography. 2
- 3. Completeness of Vision Positioning Positioning The leading independent contact center suite vendor We deliver infrastructure independent CC applications; Based on industry standards (including open source); Using modules in a single Altitude uCI architecture that integrate with other business applications. 3
- 4. Altitude Commitments freedom of choice optimize investments, no infrastructure lock-in embrace change from ideas to business goals, change is easy peace of mind we support you every step of the way 4
- 5. Global Presence with Worldwide Offices Countries w/ Altitude Offices +sites Offices in 15 countries Countries w/ Altitude sites 700 live installations, in 60 countries around 170.000 paid licensed users London Brussels Toronto Paris Madrid Austin Lisbon Tel Aviv Mexico City Beijing Dubai Manila New Delhi Sao Paulo Cape Town 5
- 6. Altitude uCI (unified customer interactions) single framework, multiple modules for the CC Altitude uCI is a suite built together and not created from separate products. This allows for: single admin single language single training For each CC responsibility, Altitude uCI has a family of software applications We leverage 15 years of market experience and approx. 700 installations One unified system 6
- 8. Altitude uCI Deployment Options Customer premises TDM PBX Database Customer premises PSTN VoIP Altitude Database IP Contact Center Remote Agent Hosted / IP/TDM PBX Database Datacenter 8
- 9. Customers Worldwide Include... CRM Outsourcers Financial Services eGovernment Swedish Government Flemish Government Telecom & Manufacturing & Service Providers Transportation Utilities Healthcare & Logistics 9
- 10. Global Presence Across Regions and Vertical Markets AP* PER REGION AP PER MARKET 6% 3% CRM Service Provider 32% 23% Financial Services Telecom & Media 20% Gov. & Education 4% 33 % 58 % Utilities 3% Asia Pacific 18% Others Europe, Middle East & Africa Latin America 0% 5% 10% 15% 20% 25% 30% 35% North America *AP=Agent Positions Global presence strongest in EMEA and LA #1 vendor growth for CRM service providers in EMEA Leading vendor in Telecoms, Financials and e-Gov As of 2Q’06 10
- 11. Distribution and Integration Partners World wide Delivery with Proven Track Record 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. 11
- 12. Wide Network of Platform Partnerships Altitude Software products interoperate with multiple hardware and software technology platforms from many leading Vendors as presented below. Altitude Sotware also has specific partnership agreements with some of them. Communication Systems Communication Components Voice recorders Operating Systems and Databases Automatic Speech Recognition/Text to Speech 12
- 13. Wide Network of Business Applications Partnerships The ability of Altitude uCI to seamlessly integrate with both front and back-office solutions is a key factor to build efficient contact centers and consequently maximize customer satisfaction. As part of Altitude software overall partner strategy there are partnership agreements with specific Software Vendors. ERP/CRM Quality Management Workforce Management Fax Server 13
- 14. Altitude Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language single tool can “do it all” • Future-proof technology based on standards and platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) • Infrastructure independence 14
- 15. Altitude Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) • Infrastructure independence 15
- 16. Explaining the Interaction Lifecycle Model: Typical Phases and Systems Interaction Lifecycle Management Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Time Time Time Time Time Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts 16
- 17. Typical vendor X scenario: Many Systems for Many Functions Interaction Lifecycle Management Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts UI IVR Router uAgent uAgent Recorder Vendor X config IVR Router uAgent uAgent Recorder DB, APIs IVR Router uAgent uAgent Recorder 17
- 18. Typical Altitude Software scenario: Integrated Modules, Single Architecture Interaction Lifecycle Management Productivity + Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts Altitude uCI Altitude Software IVR Router uAgent uAgent Recorder config Single Point of Admin DB, APIs Altitude Integration Server 18
- 19. Altitude Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) • Infrastructure independence 19
- 20. Typical Vendor X Scenarios Develop Many Integrations for New Services Interaction Lifecycle Management Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts Vendor X Language Scripting Scripting Scripting Scripting Scripting data data data data Visual Editor GUI GUI GUI GUI GUI Given the acquisition of multiple systems, it can be typical that languages, configurations and APIs are different between each sub system. 20
- 21. Typical Altitude Software Scenario One Single Tool can Manage all Interaction Phases Interaction Lifecycle Management Productivity + Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts Altitude Software Shared associated data Programming Altitude Scripting Language Visual Editor Altitude Script Developer Unique integrated suite provides easy data access and transfer tools with single language and tool for complete interaction lifecycle (multimedia workflow) management. 21
- 22. Altitude Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) • Infrastructure independence 22
- 23. Platform and Infrastructure Independence Operating Systems Databases Switches TDM IP Switches 23
- 24. Open System Examples of Modules Mixed with Other Mendors Interaction Lifecycle Management Quality Agent Identification Routing Follow up Monitoring Interaction phases Productivity Feedback Interaction phases (for calls as still highest volume media) Callback ACD / Sub system IVR Screen pop Telemarketing Recording Router scripts Altitude Software Altitude uCI IVR Router ERP uAgent Recorder DB, APIs altitude connector Connector altitude Altitude Integration Server 24
- 25. Standards-based Developments Peace of Mind + Services Oriented Architecture, Web Services Enabled Services Oriented Architecture, Web Services Enabled Integration Server - Java Integration Server – .Net Altitude UCI Standards-based Technologies Standards-based Technologies ODBC CSTA C# / C++ VXML 25
- 26. Altitude Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) • Infrastructure independence 26
- 27. Altitude uCI TCO: One of Lowest in Market Lower Development Efforts single tool and language $ $ faster campaign creation and SW licenses Altitude uCI re-tooling - RAD (rapid TCO Training SAVINGS application development) TCO Lower IT costs in multi-platform Development systems SW licenses ability to run same scripting Training Integration app over diverse platforms Development Lower Training Time and Efforts Integration IT development IT infrastructure infrastructure agent ramp-up time with uAgent and ASL Vendor X Altitude Software 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 27
- 28. Value Propositions • Best of both worlds: best-of-suite” with “best-of-breed” Market proven platform independence • Unique suite with a single language, single tool can “do it all” • Future-proof technology based on standards and platform independence • Single suite and language = TCO savings • RAD nature = fast ROI • Smooth VOIP migration (coexistence) • Infrastructure independence 28
- 29. Smooth VoIP Migration with Platform Independent Applications 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) Past Present Future Desktops Applications App Middleware (CTI, BD, etc) Middleware Communication Servers IP PSTN-based PSTN IP 29
- 30. Seamlessly Integrate IP 30
- 31. Suite of Services for the Contact Center Global Altitude Pay as Professional University Service Services Hosted / 24/7 Managed On-demand Support Services 31
- 32. Recent Achievements Awards Recent Awards 2007 Internet Telephony Excellence Award Altitude IP Contact Center TMC 2007 Member's Choice Awards Multi-Channel Solution: Altitude uCI ContactCenterWorld.com IP Contact Center Technology Pioneer Award Altitude Voice Portal TMC Altitude IP Contact Centre CRM Excellence Award 2007 Altitude Voice Portal TMC Call Center Product of the Year Award Altitude uCI Network Computing Previous Awards Altitude Software as long history of 25+ industry awards recognizing our innovation and tangible results. 32
- 33. Recent Achievements Major end of 2006, beginning of 2007 Deals PT Norway North America France Belgium Germany Spain Brazil Mexico Philippines India Qatar UAE 33
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