Created by: Fabrício Martins

Transcription

1 Created by: Fabrício Martins The information contained in this document belongs to NetCallCenter Ltda. and to the recipient of the document. The information is strictly linked to the oral comments which were made at its presentation, and may only be used by attendees of that presentation. Unauthorized copying, disclosure or distribution of the material in this document is strictly forbidden and may be unlawful. NetCallCenter + Orbium Executive Presentation São Paulo, April 2008

2 Created by: Fabrício Martins Software Solutions Leader in Call Center and CRM Software Solutions

3 360º Customer Management Marketing Acquisition Product Development Quality Business Development Penetration Retention Customer Service Maintenance

4 Software Solutions Create, manage and increase relationships and interactions NetCallCenter + Orbium Solutions Companies Organizations Networks Governs Clients Consumers Citizens Partners Employees

5 Software Solutions Other depts. (back office, distribution, logistics, quality, manufacturing, etc..) Letter Fax Legacy systems (ERP, SCM, Order entry, etc..) Customer Database Phone In Person Multi-channel Capabilities NCC + Orbium DB Server Web Chat

6 Main screen

7 Customer Profiles

8 Integrated Process Workflow

9 Software Solution for Internet CallCenter Market NetCallCenter provides a multi-channel, online customer communications platform designed to help companies meet the growing demands of Internet-based communications. The company markets software products that enable online customers to access through main channels for online communication such as support, sales, help desk and many others. These applications operate on a platform that allows shared workflow, routing, archiving, and reporting capabilities across these different channels and unique Data Base. CONTACT CENTER NetCallCenter Software: NetCallCenter Chat NetCallCenter MailManager NetCallCenter FastMail NetCallCenter Phone NetCallCenter Plus NetCallCenter AiT FastMail MailManager Software Solutions

10 NetCallCenter Chat Main Features Multiple Simultaneous inquiries Customer History and Profile Customer data collection Pre-Formatted Answer Exit Surveys Statistics Real time control center Group Profiler Browsing Assistance Skill-based routing Administrator Control Pages viewed tracker Call Transfer Workflow tool Reports

11 NetCallCenter Mail Manager Main Features NetCallCenter Mail Manager enables companies to intelligently route, track and personalize responses to high volumes of customer s and web-form submissions. It provides utilities for each aspect of online service, sales and marketing operations, from workflow and routing to agent productivity, management and administration. Enviei uma dúvida se Enviei Mana uma passada dúvida e se a Mana inda passada não tive e reposta a inda não tive reposta

12 NetCallCenter InterChat NetCallCenter InterChat NetCallCenter InterChat allows users to communicate each other in a controlled and managed way. Main Features Automatically detects the income request from groups and users in the Intranet and Extranet. Every interaction is managed by a smart system and recorded in a SQL database. Administrators can create users, groups and sub groups in a single interface. Users can personalize skins, images, photos,etc. Easy to setup and install.

13 NetCallCenter Plus - The Video Solution Main Features NetCallCenter Plus is the Live Contact Service that allows businesses to add voice & video the same as the chat model and co-browsing capabilities to customers web sites. The video solution which uses a PC Web cam so visitors can experience live video interaction with the company representative. ` Video and Voice Call Center Technology Video and Voice Call Center Technology

14 NetCallCenter FastMail One-to-one - Marketing and communication marketing is fast, effective and dirt cheap a godsend for marketers in an economy that has crunched advertising budgets. Time Magazine - November, 2002 Main Features The NetCallCenter FastMail is a web based marketing solution that gives businesses the power to create and implement targeted campaigns. It is user friendly, cost effective and scalable. NetCallCenter is the ideal tool for managing advertising & promotions, building client relationships, sending electronic newsletters and administering opt-in mailing lists. The company may contact the target according to its behavior and preferences, tracking them and evaluating the results in a real one-to-one market tool. The NetCallCenter FastMail allows simple newsletter to complex communications by promoting the products and services using crossing marketing Data Base with low cost. The results are the growth of sales and mainly the maintenance of the customer s loyalty through the direct relationship.

15 Our solutions are implemented in... Software Solutions are implemented in Our solutions are implemented in Contact Centers Web Call Center operations Customer Services Telemarketing Telesales Service Desk/Help Desk Closed Loop Lead Generation Loyalty programs Reseller and Channel initiatives Database Marketing projects Market and consumer research

16 Platform Systems Environment Database Server SQL Server Oracle 10G Connecting Services Server C#.NET Chat Server ASP.NET Internet - PSTN Users Supervision Application Server Orbium Desktop, Designer, Manager e Administrator 5 Microsoft Windows Server 2003 MS IIS Orbium CR5 Standard Browser accessing ASP.NET Orbium CR5 Standard Browser accessing ASP.NET

17 Product Integration CTI Integration Middleware Orbium CTI Middleware PSTN/VoIP Local Devices Modems Headsets CTI Server Screen Pop-up Preview Dialing Campaign Management

18 System Integration via Web Services Customer data from different data base

19 Created by: Fabrício Martins Why NetCallCenter + Orbium? Leader in Customer Experience Solutions

20 Why NetCallCenter + Orbium Improve market share by working as OEM or VAR Business Model Setup local structure and distributor partnership Improve revenues by introducing new business model Leverage on country presence Main Focus Leverage local channels Cross market solution Increase sales and services Enhance market coverage and client loyalty Opportunities Add-on in the Portfolio Complementary product lines Clients demands wide choice Fast Grow Software-as-a-Service model Modular growth Fast Start offering Additional revenue with professional services

21 Created by: Fabrício Martins History Some Important numbers. Leader in Customer Experience Solutions

22 Our History 1 Operations began in the middle of A seasoned management team with multinational experience. 3 Over 50 years of combined experience in Contact Center and CRM. 4 Strong growing in the last 05 years 5 Large Customer Base: more than 220 in 18 countries. 6 Strategic Alliances: Siemens, Microsoft, Oracle, Sysmap, BroadNeeds and Voice Technology.

23 Market position Our History Important Numbers: More than 300 deployments (Apr/08). 08 of 10 Top Call Center companies. 07 of 10 Top insurance companies. 04 of 07 Top private banks. The largest e-commerce company in Latin America with more than 500 users with phone, chat and . More than 4,000 users. More than 06 millions contacts every day. 04 languages. 18 countries USA, Latin America and Europe.

24 The Strong growth Growing since Strong growth in the last 7 years May/01 May/02 May/03 May/04 May/05 May/06 May/07 Licenses Clients

25 Strategic Road Map Strategic directions New business models (OEMs, leasing, etc) Fast Track to Small Business New ASP offers Roadmap Hosted Contact Center Solution Web Self-Service functionality Video Chat functionality New Technologies AJAX Tableless XHTML layout Web services and Connectors New CTI functionalities

26 Main Clients Customers Financial services Insurance Automotive Manufacturing Call Centers

27 Customers Main Clients Services Real State Consumer Telecom Internet, E-Commerce and ISPs

28 Contacts: Names and Address: Our contacts: Marcelo Amorim and Clarice Kobayashi Faria Lima Av, o. Floor São Paulo SP - Brazil Zip Code: Phone / Fax: Web Sites: