2014 Executive Summary

Transcription

1 The leading French group in Customer Contact Architecture and Customer Experience Management 2014 Executive Summary 15, rue du 1 Mai F Nanterre Cedex Tél. : Fax : Société par Actions Simplifiée au capital de RCS Nanterre B APE 6202 A - N TVA FR

2 Table of Content COMPANY DESCRIPTION... 2 A CONTINUING EVOLUTION... 4 AREAS OF EXPERTISE... 5 ACTIVEO BUSINESS CONSULTING... 8 ACTIVEO TECHNOLOGY EXPERTISE ACTIVEO SOFTWARE APPLICATIONS CUSTOMER REFERENCES Page 1

3 Company Description Customer Experience and Contact Management - Global Reach Activeo is a recognized leader in customer contact technologies, helping clients to deliver a superior customer experience through their contact centers, web channels and an overall integrated customer strategy. Headquartered in France, with offices in Singapore and India, our team of experts and global partners provide the necessary consulting services, technology expertise and innovative applications that have significantly improved results for our clients through optimized customer service and optimized contact center performance. Activeo helps clients achieve immediate measurable efficiencies using innovative contact center strategies and technologies. Activeo provides expertise and solutions necessary to monitor performance that will enable companies to excel. Our Management Team Joseph Kort Véronique Godart Florence Guyot Catherine Demarre David Legrand Elzbieta Jablonska Vinit Singhal Marie-Eve Desboudard Co-Founder and CEO Managing Partner - Business Dev. Sales Manager - France Business Consulting Manager Technology Expertise Manager Software Applications Manager General Manager - India Sales Manager - Singapore Page 2

4 A team of dedicated professionals Activeo s teams benefit from years experience in consulting, audit, as well as conception and deployment of Customer Relationship Management solutions, Intelligent Routing, Workforce Management, and Management Reporting. Relying on tested skills in the convergence of voice and data, these teams are dedicated to the deployment of effective solutions. Global reach with LimeBridge worldwide alliance Limebridge is an alliance of companies specializing in customer and contact management around the globe. The LimeBridge Alliance brings together the exceptional talents and experience of the leading independent firms specializing in customers, people and profitability. LimeBridge gives you the practical experience you want whenever customers need it. Web Site: The Alliance is constituted on three principles: Industry-expertise and practices oriented exclusively toward customer relations. Practical, successful experience with their clients. Common values concerning the personnel and the customers of enterprises. Page 3

5 A continuing evolution Serving the Market since 1993 May 1993 Company founded June 1995 Product launch of LogePal January 1996 Human resource scheduling March 1997 Launch of CRM offer (Customer Relation Management) July 1997 Incorporation (S.A. with Directorate & Supervisory Board) December 1997 Acquisition of the company Call Center Technologies July 1998 New offer in call routing and CTI August nd generation of Human resource scheduling June 1999 Cisco partnership agreement September 2000 Genesys partnership agreement October 2000 Launch of the packaged solution Contactline November 2000 Activeo becomes subsidiary of D-Interactive group March 2001 Interactive Intelligence partnership agreement July 2001 Oracle partnership agreement January 2002 Granted Cisco certifications (ATP: ICM & IPCC) August 2002 Cisco certification expanded to IP Tel April 2003 Activox reacquired by its founders December 2003 Affluence joins Activox February 2004 Cisco International Solutions Partner of the Year 2003 April 2004 Activeo becomes Activeo April 2004 Activeo joins the Limebridge Alliance May 2004 Microsoft CRM Certification June 2004 InStranet partnership agreement September 2004 Cisco Premier partner Certification with IP com specialization April 2005 Witness partnership agreement January 2006 Microsoft Dynamics CRM Partner of the Year April 2007 Cisco Solution Partner of the year August 2007 Wocas launching December 2007 Calabrio partnership agreement November 2009 Contactline.net 2.0 July 2011 Acquisition of IP-Experts July 2012 Asian headquarters in Singapore Page 4

6 Areas of expertise Combined Business and Technology Skills We provide our clients with a unique blend of services combining business and technology expertise with cross-industry skills to bring solutions and best-practices that improve customer experience: Business Consulting: This entity brings expertise harmonizing customer strategy and operational decision. It allows its clients to benefit from best practices, methods, and advanced innovations in the areas of customer strategy, organization, process and technology. Technology Expertise: This entity is specialized in the management of complex projects in customer interaction and provides technical expertise in the areas of CTI architecture, intelligent routing, voice portal, integration. Software Applications: This entity of expertise provides solutions dedicated to improve customer experience around performance and campaign management, quality monitoring, workforce management, customer feedbacks and speech analytics. Page 5

7 Our Network of Technology and Business Partners Activeo relies on a network of reliable and committed business partners who are committed to ensure that the solutions achieve client goals in the newer areas of Contact Centers; those skills combined with years of experience in this specialized market have enabled Activeo to provide innovative solutions with best-practices and state-of-the-art technology expertise. Thanks to the continual monitoring of new technologies and to the careful selection of relevant products and technologies, Activeo has been led even to define and integrate its own advanced solutions, which allow it to respond to the needs of Contact Centers. Activeo leverages its strong points and experience in the consulting, conception, layout, and implementation of advanced architectures, all with the following objectives: To act as the most efficient means for understanding the variety of technologies, their evolution, and the leading tendencies in the sector. To recommend, furnish, and integrate complete solutions to respond to clients most crucial needs, through an objective and independent partnership. To monitor constantly new technologies, allowing Activeo to select the future leaders from these emerging technologies. L Association Française de la Relation Client was created in 1198 and includes 700 members,. Activeo is an active member of this association. It participates in animating debates, conferences and think tank groups. The association brings value to its members in technology, quality, legal and social areas Page 6

8 NF Service Centre de Relation Client is a prestigious label of Customer Relation Quality in Contact Center. Activeo advises companies and helps them to define the appropriate KPI, organization and steps needed to reach the quality level to obtain the NF Certification. The certification is now evolving towards a pan European norm (NF EN 15838). Activeo and Cisco have pioneered in significant projects, building both technical and commercial strategic relations. The 2 companies designated sales and pre-sales teams to support sales efforts and to maintain optimal product knowledge to customers Activeo has acquired the Cisco Advanced Technology Provider label for the solutions "Customer Contact" Internet Protocol Contact Center ATP-IPCC and ATP-CVP, as well as the specialization "Advanced Unified Communications". Genesys, a subsidiary of Alcatel-Lucent, is one of the pioneers of Computer Telephony Integration (CTI), and a prime provider of independent Contact Center solutions for enterprises, electronic commerce and service providers (telecommunications operators, internet service providers (ISP), and applications services providers (ASP). Nuance is a leading provider of speech and imaging solution for businesses and consumers around the world. Activeo brings its expertise based on Nuance technology in the areas of voice recognition, text to speech in order to improve customer service, business productivity and to simplify the way people work. Verint is a world leader in recording, quality monitoring and workforce optimization solutions. The objective is to provide a fully integrated solution to improve Contact Center customer interactions performance using quality monitoring and workforce optimization. Dynamics CRM was specially conceived by Microsoft to help enterprises improve the productivity of their sales and customer service teams. As a Microsoft CRM partner, Activeo has acquired an advanced expertise in the implementation and integration of the Dynamics CRM solution, insuring the success of its customer relation management projects. Page 7

9 Activeo Business Consulting Assessing, Improving, Transforming Embedding a new customer-focused culture into the organization implies an approach that involves change management and adoption. During each phase, our consultants provide their extensive experience to focus on achieving practical, measurable results for our clients while keeping a line-of-sight between vision and reality. Activeo's Business Consulting group provides expertise and services in the following three areas: Customer Relationship Performance Improvement Customer Experience Management Optimization Technology Assessment and Implementation Customer Relationship Performance Improvement The Customer Relationship Performance team within Activeo Business Consulting performs benchmarks and audits, performance management services, advises using bestpractices, recommends key performance indicators, and helps in selecting outsourcing service providers. The team also provides business coaching and training. Below are some of the typical needs that enterprises seek our expertise to help them address: Page 8

10 Comparing their Customer Relationship Performance with competitors in the same industry; or with best practices in the market Ensuring their service centers are in compliance with the standards ISO 9001 version 2008, COPC, Social Responsibility label Reinforcing their customer service teams skills Obtaining the French Customer Care Centers Certification (NF Service CRC) Customer Experience Management Optimization Our expertise is to establish customer service development plans, steer organizational change management projects, design processes and formalize procedures, implement process optimization methods (Lean, Six Sigma, and Voice of the Customer) and localize / set up customer service centers. All with the ability to transform a general situation or objective into a concrete action plan combining proven methodologies and operational field experience Some of the typical customer needs we address include: Developing a strategic customer management plan Aligning the customer service with strategic objectives Implementing a company culture that fosters best practice and knowledge-sharing Improving customer experience by prioritizing and optimizing selective processes Creating, implementing or relocating customer contact centers Technology Assessment and Implementation This teams expertise is to identify state-of-the-art technologies to fulfill requirements and business needs, provide preliminary study and ROI calculation, write scope statements and manage the implementation of the chosen solution with reorganized IT providers and service vendors. The key differentiators are based on the understanding of the businesses stakes and the technical feasibility and being a facilitator between IT and other business departments. The most frequent client needs are: Engineering of telecom infrastructure VoIP (Voice Over IP) Projects Collaborative Business ambition Seeking of CRM or Knowledge Management solutions Design of call center solutions (IVR, ACD, Workforce management, management ) Change Management and Performance Improvement Best-Practices Successful efforts to re-orient an enterprise toward its customers require dynamic change and an improvement process to evolve and grow: Our Business Consulting team provides you with the framework, best-practices, key processes, performance measures and targets that identify where your organization is on the maturity scale. With the insight and understanding of your strengths and gaps, we help your organization identify key improvement areas and an actionable plan that will enable your call center to get to the next level. Page 9

11 Activeo's Expertise in Addressing Top Challenges and Needs Activeo consultants collaborate with the operational teams of our clients to help them address three major categories of issues. CLIENT CHALLENGES & NEEDS ACTIVEO EXPERTISE 1/ Promoting the evolution of organizations and Customer Relations How to anticipate and respond to changes in the market? How to consolidate and reorganize customer interaction activities? 2/ Improving customer satisfaction and loyalty How better to respond to customer expectations? How to increase both customer and employee satisfaction. 3/ Optimizing customer contact management How to achieve performance objectives? How to identify the causes of problems, in order to solve them and reduce operational costs? Definition of the vision of Customer Relations, consistent with the new strategy of the enterprise. Analysis of target organizations and projections of operational and financial gains. Evaluation of options regarding in-house and outsourced activities. Design of operational programs Comparative analysis of customer expectations Analysis and streamlining of contacts, and creation of self-service facilities appreciated by customers. Orienting practices and the entire enterprise toward customer satisfaction Operational diagnostic of Customer Contact Centers. Workflow and process optimization. Improving scheduling. Analyzing the efficiency of practices and their managerial impact. Optimized management of outsourcing. Page 10

12 Activeo Technology Expertise Designing, Implementing, Supporting Customer contact architecture should be perfected in both major technical domains: computer information systems and unified communications. All communication modes the enterprise PABX, mobile telephones, , and the website are at last combined into a single IP based architecture.. This convergence offers wider perspectives to the Customer Contact Center. IP Telephony allows convergence of portals with contact center and collaborative work. It brings reductions in the costs for infrastructure, maintenance, and administration. Thanks to solutions integrating CTI routing and features, enterprises may manage their customer relations in the most efficient and personalized manner. Customer calls are automatically directed to the agent best-suited to respond immediately to the customer s specific need. This automatic routing permits the increased efficiency of the Contact Center while at the same time assuring greater customer satisfaction and strengthening the image of the enterprise. The challenge customers face is related to System design and conception, a precise cost of ownership, drive the project respecting key parameters with efficient handling of support and good planning of system evolution. Activeo bring a lot of expertise and years of proven results in contact center expertise. Projects are successfully managed with turnkey commitment in terms of time, costs, functionalities and quality. Our system integration teams have a wide experience in various technology environments with the right level of certifications. Activeo also advises customers on key vendors evolution and roadmaps Innovative Solutions for Efficient Unified Communications Since customer relation management is gaining an increasingly strategic role, Contact Centers will experience an expansion of their functions, beyond the traditional boundaries of the agent, the site, or the ACD to be extended even to the enterprise as a whole. Thus, the enterprise itself becomes intrinsically a customer Contact Center. Page 11

13 The integrated software offers powerful features for intelligent call management, truly allowing an enterprise to establish interactive relations with its customers via all media: telephone, Internet, fax, and interfacing with the various databases, and desktop applications. The richness of this infrastructure allows applications to exploit the integration of data, voice, and images, using application servers offering diverse functions: telephony unified messaging, and multimedia customer contact. And these interaction functions are made available on a variety of terminal types: computers, PDAs, IP phones and smart phones. Our services include: Delivery of contact center on turnkey mode Installation, configuration and training Continual user support on time & material basis Operational technical audit Corrective et preventive support and maintenance Customer Contact Management Activeo prides itself not only as having subject matter experts, integrators and consultant in Contact Centers, but also as a software solution provider. Thanks to an ergonomic and packaged configuration, ContactLine is an indispensable tool that measurably improves service quality, responsiveness, ease of use, and other many benefits that derive from having an effective CRM solution. Page 12

14 Among the many features, ContactLine includes the following: Tthe creation of call scripts for telemarketing, telesales, and teleservice campaigns. Configuration is simplified by a group of ready-to-use function modules: customer lookup, contact history, callback scheduling, order taking, and handling objections. A Tools for real-time supervision and activity reports - a definite advantage for supervisors and agents striving to optimize Contact Center performance. ContactLine's latest module is designed for a sales force in the field, and communicates back with the Contact Center, allowing the follow-up of sales prospects. In service of customer relations, ContactLine is a fully-developed solution that integrates the handling, automation, and availability of information. Workforce Optimization: Quality Momitoring, E-Learning & Workforce Management Recording modules allow customers to capitalize on content exchanges with their clients through phone, , chat or Web. By allowing various services to record such information, companies can improve customer service thus reinforcing its competitive advantage. Activeo proposes quality monitoring solutions based on Verint Witness Impact 360 solution. This solution is completely integrated with IP and allows automatic recording of information exchange from any workstation, any channel and any site. It is also possible to label the recording as Sales, opportunity, complaint and establish later search according to such criteria. This information can then be sent to the appropriate service for analysis. The Impact 360 along with the Activeo consulting expertise provides efficient, simple and powerful quality monitoring solution to improve customer service. Page 13

15 Solutions for scheduling human resources bring improvements in efficiency, productivity, and cost management to the complex task of managing Contact Center human resources. The implementation of an automated scheduling system facilitates and makes more flexible the task of adapting human resources to the needs of the Contact Center. Workforce optimization supports the most complex Contact Center solutions. A unique agent management tool, integrated into the Genesys environment, it helps enterprises to maximize their investment in existing infrastructure while reducing costs and implementation time. The Impact 360 along with the Activeo consulting expertise provides efficient, simple and powerful quality monitoring solution to improve customer service. Page 14

16 Activeo Software Applications Measuring, Improving, Forecasting Activeo s innovation rewarded by Activeo has been awarded in Mars 2008 the «Innovation» label by Oseo Anvar a leading French government authority for the development of the software module «RefleXion». The objective is to add performance management features to LogePal. Activeo software LogePal et Contactline are developed by the R&D entity: Application Software. LogePal Performance Monitoring Software LogePal is a performance management solution that enables contact centers to monitor the performance of their contact center activity in real-time so they can continuously improve and deliver superior customer service. It provides strategic information to management, supervisors and agents enabling them to improve effectiveness, efficiency and quality of service in their contact center. Customized Visual Displays LogePal comes with a rich graphical display and the ability for supervisors and managers to send messages on one or several wallboards or locations in real-time or at set times using pre-defined alerts and timelines With LogePal, key data such as calls waiting, holding time, and service levels are always visible. Page 15

17 In addition to display panels, LogePal offers the innovation of workstation desktop displays of tables and graphs(through icon-activated windows updated via the Intranet). LogePal is available on different devices such as HDTVs, desktops, laptops, tablets... The integration of e-technologies allows remote agents and supervisors to efficiently oversee the activities of the contact center, at any time, from any location. Data Integration and Connectors LogePal is designed to provide highly customized layouts through an intuitive and easy-to-use interface and can display data from several sources including: - Major ACDs (Cisco, Avaya/Nortel, Genesys, Alcatel, etc.), CRM Systems Work Force Management Quality Monitoring tools Web interfaces, and any database Page 16

18 Summary of Key Features of LogePal LogePal comes with a set of advanced features that enable every contact center to meet their own customized needs. It also provides management at all levels with all the information needed to make informed decisions: Actionable Intelligence Integrated view of all call center activities Interoperability Data collection from multiple sources via connectors Real-time data connectivity and performance monitoring Integration with all major systems and tools Historical data and trend projections Hierarchical representation of the organization Flexibility Customized security access policies Relevant data display and metrics calculation Rich Content and Visuals Drag and drop graphical components Multimedia display: video, ppt, images, web pages, etc High end creative design of displays Simplicity User friendly configuration Easy Administration Page 17

19 Business Benefits from LogePal Activeo is the undisputed leader in display solutions in France. With of 70% share of the market, LogePal equips the majority of medium-to-large Contact Centers. With LogePal, customers have been able to reap many business benefits. Here are some of the benefits LogePal can bring your organization: Maximizes the impact and ROI of your call center Increases the effectiveness and efficiency of contact center agents Improves quality of service and overall business performance All LogePal modules are easily integrated, rapidly installed and are offered at an affordable cost. UC Care: Streamline the use of smart Cisco unified communications & collaborative tools. UC Care is a software solution that will facilitate the use of Cisco Unified Communications solutions (UCM). It was developed using the expertise and knowledge of team integration Activeo, UC Care is essential to complement Cisco telephony and improves operations UC Care can be addressed to users, business managers, telephone operators, telephone directors, CIOs by offering added value in everyday use and the administration and management of the whole company.. Page 18

20 Operations Troubleshooting Through a simplified interface, UC Care allows your teams to ensure the operation of your Cisco telephony solution tasks. Managing phones, voice mail and advanced telephone services is simplified and accelerated and no longer requires the involvement of experts to achieve these operating activities. The delegation mechanisms of UC Care can assign tasks to perform between teams or to decentralize the management of telephony. Page 19

21 Integration with the information system UC Care also has mechanisms for user synchronization information to reduce the number of configuration changes to be made to the entire telephony system. These timings can be made both within the different components of the telephony solution, but also vis-à-vis the information system. Self-care features for advanced users UC Care includes features allowing additional services to your users as multiple and various telephone directories according to usage, access to contacts from the phone exchange, a filtering application simple and effective boss-secretary. Page 20

22 Customer References They trust us! Activeo clients include these principal activity sectors: banking, finance and insurance, telecommunications, industry, and services. Activeo is able to solve the challenges off all types of enterprises. a Page 21