Contact Centre Solutions

Outbound Technologies for Call Centres

Pushkar Taneja Director, Channel Development

2004 Concerto Software, Inc. All rights reserved.

Agenda Company Profile Business Drivers

Why Automated Dialing

Business Benefits

2005 Concerto Software, Inc. All rights reserved.

Concerto Software Overview

Concerto Software is a proven provider of Customer Interaction Management (CIM) solutions that help companies more effectively manage customer interactions via Voice, Fax, eMail and the Web.

Founded in 1981 Founder of Predictive Dialling (Davox) and ACDs (Rockwell) 1000+ employees Global sales & support infrastructure Strong partnerships with leading technology providers and distribution channels

Corporate Headquarters, Westford Massachusetts, USA

2005 Concerto Software, Inc. All rights reserved.

Our Investors
$750 Million in committed capital Specializes in growth equity investments in information technology 40+ years of private equity experience More than 60 transaction closings; more than a dozen IPOs Most active investor in software over last 2 years 10 software companies aggregating $600m+ in revenue Add value by working closely with management Partner long term with world-class management teams to enhance a companys value

$4.2 Billion in committed capital Specializes in growth equity investments in information technology 25+ years of private equity experience More than 60 transaction closings; more than a dozen IPOs

Funded more than 350 companies Help innovators exploit new business opportunities and anticipate trends through longterm relationships that endure the changing economic landscape

Concerto is backed by tech-savvy investors with $4.7B in capital 2005 Concerto Software, Inc. All rights reserved. 4

Unprecedented Two-Time Award Winner

2005 Concerto Software, Inc. All rights reserved.

World Leader in Predictive Dialer

More than +1,800 customers in 45 countries Owner of 100+ call center patents, 160 patents pending World Leade of Predictive Dialer for multiple Call Centre related aplications in the world! CitiBank Amex Bank One Standard Chartered Bank DBS Bank of America Chase First Union HSBC US Bank

Citigroup Bank of America Chase Bank One J. P. Morgan

First Union Wells Fargo Washington Mutual Bank of America SunTrust

IN APAC CONCERTO HAS 48%MARKET SHARE for Predictive Diallers

6
2005 Concerto Software, Inc. All rights reserved.

Business Drivers

2005 Concerto Software, Inc. All rights reserved.

Call Center: Business Drivers

Reduce the cost of doing business

Maximize agent productivity Manage resources effectively

Increase revenues

Increase customer satisfaction & loyalty Generate new business revenue Conduct market intelligence & analysis Protect or enhance existing business revenue

2005 Concerto Software, Inc. All rights reserved.

Reducing Cost of Doing Business

Maximizing agent productivity

Shifting work from higher cost personnel to the contact center

Reduces labor costs

Streamlining contact center processes

Agents can handle more calls

Agents can handle more calls Optimize agent pool, reduces labor costs Optimize agent pool, reduces labor costs

Eliminating agent idle times

Centralization of agents

Work flow management

2005 Concerto Software, Inc. All rights reserved.

Reducing Cost of Doing Business

Manage resources effectively

Centralization of centers/ offices

Saves costs is relation to facilities, personnel, etc. Reduces call transfers & improves 1st call resolutions Improves data on agent efficiency rates Optimizes agent pool

Cross train agents

Integrated reporting

Blending

Contact centers are not static

10

2005 Concerto Software, Inc. All rights reserved.

Increase Revenues

Increase customer satisfaction & loyalty

Customer satisfaction with the agent interaction is critical to the revenue generated by the contact center

Accomplished via technology and agent training

Successful contact centers are customer focused and service oriented

11

1 Richard F. Gerson, Ph.D., Concerto Software, Inc. All rightsService 2005 Beyond Customer reserved.

Call Center Applications

Vertical Applications

Horizontal Applications

Banking Outsourcing Telecommunications Utilities Airlines

Customer Service Collections Telemarketing Order Processing Reservations Help Desk

12

2005 Concerto Software, Inc. All rights reserved.

Outbound Contact Centers

Outbound calling mission

Type of outbound calling (e.g. Preview, Predictive) Connect rates vs. right party contact rates

Call volumes

Agent requirements

Time spent on phone more productive Better manage tasks associated with a call Calls queued by statistical averages Increased efficiency through delivery of voice and data Improved overall contact management
Scripting/ Automation

Reporting requirements

13

2005 Concerto Software, Inc. All rights reserved.

Why Predictive/Automated Dialing

14

2005 Concerto Software, Inc. All rights reserved.

Why Managed/Predictive Dialling?

Call Centres MUST HAVE..

Competitive Advantage Provide Superior Customer Service Technology To Increase Revenue Technology to Reduce Labor Cost

15

2005 Concerto Software, Inc. All rights reserved.

Manual Dialling Challenge

DIAL Review Record

1 4 7

2 5 8 0

3 6 9 #

AGENT

No Answer

Busy

Answer Machine

Operator Interrupt Connect

Update Record
16

Wrong Person

Right Person
2005 Concerto Software, Inc. All rights reserved.

Problems with Manual Dialing

Live Contact

Live Contact
No Answer

Dial Ans. Machine

Disconnect

Wait (Ring)
No Answer Busy

?
Wait/ Ring Dial
Disconnect

Answering Machine

12-15 Minutes/Hour Productive Time

Busy

17

2005 Concerto Software, Inc. All rights reserved.

Predictive Dialing Process

Live Contact

Live Contact
45-52 Minutes/Hour Productive Time ~400% Improvement

?
Wait/ Ring Dial
Disconnect

No Answer

Answering Machine Busy

18

2005 Concerto Software, Inc. All rights reserved.

Predictive Dialling Benefit

Agent Activity in a Manual Environment

Agent Activity in an Automated Environment

Other Duties

Dialing/ Waiting/ Administrative Customer Contact

Customer Contact

19

2005 Concerto Software, Inc. All rights reserved.

Increase in Revenues
Generate new business revenue

Tactical missions Strategic missions

Cross-selling & up-selling

Conduct market intelligence & analysis

Identify needs for new products Determine buying patterns Customer retention Handle complaints

Protect or enhance existing business revenue

20

2005 Concerto Software, Inc. All rights reserved.

Contact Center Applications Predictive Dialing

A good predictive dialing system allows the client to up-sell products to end-customers, and forms a portion of the overall customer service value chain Good vertical market opportunities include Outsourcing Government Travel & Tourism Manufacturing In Asia-Pacific, predictive dialers have been rapidly adopted in large outsourcing markets, including India, Philippines, Malaysia and China

21 Source: Datamonitor; The Asia Pacific Contact Center Market; April 20042005 Concerto Software, Inc.

All rights reserved.

SUMMARY OF BENEFITS

Addresses actual BUSINESS PROCESS Enables BUSINESS OWNERS to develop customized business strategies Enables BUSINESS OWNERS to monitor, measure and refine campaign strategies to achieve maximum efficiencies Enables BUSINESS OWNERS to view and analyze operational performance data and correlate to key BUSINESS METRICS
22
2005 Concerto Software, Inc. All rights reserved.

Thank You Questions? www.concerto.com

For further Inquiries, Please contact Eveready Communications (Pvt.) Ltd. Tel: (92-21) 2634817-18-20 E-mail: eveready@cyber.net.pk

23

2005 Concerto Software, Inc. All rights reserved.