Cloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.

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1 itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing please contact us.

2 Lets get started Cloud Call Centre Overview Introduction We extend you existing call center capability by offering an over flow capability, an out of hours service, or a dedicated call centre. Your current staff can use the same software allowing both the internal team and our out sourced team to dove tail the processes. Through superior service and by reducing your total cost of running a contact centre we office the ultimate service. Being at the forefront of your industry depends on your ability to operate swiftly and efficiently. Reducing cost of ownership and focusing on your core services are critical to maintaining service transformation improvements. Through business process outsourcing (BPO) you can leverage itouch Vision s expertise to integrate new or augment existing services seamlessly into your organisation. itouch Vision offers a comprehensive portfolio of BPO services supported by best practices in technology, human resources, and operational management all designed to function cohesively and streamline your operations. Our end-to-end solutions serve a range of vertical markets including hardware and software, consumer services, media and entertainment, financial services, telecommunications, retail, central and local government. Included are: Customer Acquisition Customer Care Customer Retention Customer Analytics Account Activation New Business Origination Campaign Management Demand Generation Telemarketing Lead Qualification & Nurturing Inbound Customer Care Account Management Service Quality Management Online Service Support Multi-Tier Customer Service Warranty Services Channel Partner Management New Product/ Service Education Win Back Programs Loyalty Campaigns Save & Retention Outsourcing Disconnect Recovery Programs Customer Satisfaction Surveys Market Segmentation Competitive Intelligence Market Research Database Marketing Profitability Analysis Market Penetration Customer Satisfaction Analysis Test Marketing 2

3 itouch Vision s Global Capabilities With service delivery centers located throughout the Europe, Asia, and India, our onshore and offshore reach gives itouch Vision the global capability to deliver outsourcing services anywhere in the world and the ability to customize solutions based on your requirements. Our vast pool of talent provides the best possible consulting, staffing, and technical support for you and your customers. Fully integrated service delivery across all traditional and alternative channels Product and customer support Cross-selling and contact management Product information, warranty management, and order fulfillment Customer retention, satisfaction, and loyalty programs Accounts receivable and collections Compliance and regulatory reporting Sales and marketing enablement and analytics Recruitment process outsourcing and training itouch Vision Customer Care Expertise Comprehensive call center operational experience, including proprietary and industry standard tools for workforce management, operations management, and performance management Industry knowledge and comprehensive BPO, HRO, and ITO industry expertise Strong execution discipline, as well as flexibility and business agility required to meet and exceed customer requirements Operational stability and experience in mitigating and managing the transition and transformation risks One of the highest agent retention rates in the industry, both in the U.S. and our offshore local market Unparalleled training programs and access to exceptional pool of talent with strong vertical industry knowledge, business process domain expertise, and multi-language capabilities Fully integrated onshore, nearshore and offshore delivery platform with scalability, operational maturity, and technological strength. Corporate help desk operations are challenged to efficiently and cost-effectively maintain the IT staff required to provide end-user technical support for a wide range of corporate technology and systems. With the constant change of technology, significant 3

4 recurring training investments are also required to keep help desk staff current with the latest versions and the newest technology. itouch Vision Contact Center Solutions provide the skilled and always up-to-date help desk staff your company needs to reduce payroll and overhead expenses while also improving your help desk capabilities and results. We provide a wide range of outsourced services on a 24/7/365 basis to meet your most demanding help desk needs. itouch Vision Contact Center Solutions for Corporate Help Desk Operations include: Corporate IT Help Desk Outsourcing Remote Diagnostics and Desktop Maintenance Proprietary Application Support OneTouch Contact centre Solution Return Of Investment Increased new credit card applications by 43% for a major bank Generated 31% more in channel partner sales for a software company Delivered 25% increase in customer spend via cross-sell and up-sell programs for a major cable provider Helped improve accounts receivable collections, while achieving 30% service reactivation rate for a major internet service provider Service Level Agreement (SLA) Management 4

5 Screen shots Our agents use our own platform Case Management Dashboards Contact Centre 5

6 itouch Vision Still have some questions? Please feel free to get in contact with us. We would love to hear your questions and help answer them. You can reach us on.. Phone UK Australia America About Us itouch Vision is a Mobile and Cloud company looking to take advantage of the next generation of computing. We think differently, we act quickly, we aim high and we achieve our goals. Summary Our Cloud Call Centre provides a multi-channel help desk for you employees and customers. Night or day they can use the web portal, the mobile app or the contact centre to search the knowledge base, create service requests and report or request their services. With fully configurable forms, workflows, statuses, priorities and service requests you can make the contact centre work the way your business works.

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