We create high value proposals that are key differentiators in order to develop creative solutions that enable high-value results for our clients.

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2 We re a Company that offers Outsource Call Center Services since December Our objective is to reduce costs for our clients and at the same time provide excellent quality standards to their customers. We currently manage and distribute a powerful contact center platform that exploits the benefits of voice over IP and web applications, helping to simplify the process of negotiation with the client remotely. We create high value proposals that are key differentiators in order to develop creative solutions that enable high-value results for our clients. Our team consists of more than 1500 collaborators of different professions and idiosyncrasies that are constantly working to give their best and compromise with the objectives of our clients to achieve their success

3 Colombia is one of the most privileged countries in the world because of its strategic geographical location that helps shortens distances by making it the point of union between the two Americas Thanks to our continued growth, we have two sites, one in Bogota and one in Barranquilla, equipped with more than 1,000 stations in capacity to work 24/7 without the risk of cuts or interruptions. We have strategic Joint Ventures that allow us to implement additional campaigns in Belize and Mexico. The Colombian government has the contact center industry in their priorities due to its rapid growth and job creation. The growth of the industry has developed rapidly over the last years in Colombia because of the high quality provided and is one of the most prosperous sectors in comparison to other countries that have been in the industry for a longer period of time.

4 Mission Provide the best avialable tools and Human resources to exeed our customers needs

5 What we offer? We are experts in the provisioning of Outsourcing services aligned with the objectives of our client and flexible to its requirements, in addition we count with more than seven years of experience in the Industry. We specialize in the design, implementation, and operation of our client accounts Provide customer acquisition, customer care, technical support and Helpdesk services Operational efficiency Customer satisfaction To provide with tangible results improvement in customer service through Call Center Outsourcing We offer the best standards of Quality in the industry Our focus on the attention of different industrial sectors in various markets worldwide enables us to consolidate a proper expertise with knowledge of each industry immersed in the environment both locally and on the global stage, taking the particularities that each context requires.

6 Creativity The knowledge and talent of our staff allows us to adapt to the necessities of each of our clients and to tailor solutions in order support their specific needs. Flexibility The flexibility and adaptability of our technology solutions are evident in the implementation of the most diverse interactive campaigns. We can get in touch with your customers through different methods like: telephone, SMS, fax, e- mails, chat, among others. Privacy We work under strict confidentiality rules that start from the commercial trading process and involve the entire operational process. Databases and other internal and external information are backed up with a contract that represents the commitment of bilateral as an ethical company and professional with its clients.

7 In customer care service it is a priority to define WHO the client is and to highlight its importance: Courtesy, politeness, complete distribution and exchange of on-time information are key elements required evenly by the customers, client and the side by side co-workers. Internal Client: Customers External Client: The company that receives benefits from the service offered Bilateral COURTESY EDUCATION INFORMATION EXCHANGE INTERNAL AND EXTERNAL CLIENT CUSTOMER SERVICE

8 Integral Components of a Contact Center People Processes Technology

9 We have a base of qualified professional personnel that is pre-selected based on our client needs. Our staff is trained to be courteous, responsible, efficient, professional, successful and with a high sense of ownership towards the Company, passing through strict selection processes and training. We guarantee a high profile of the human resource, with good quality of life, good working environment and ongoing control, which assures our clients the desired results. We recognize everyone with their unique potential, assessing their strengths and accepting their differences, in a climate of dignity.

10 Analyze the information according to the needs of our client for the recruitment and development of the required profiles. Daily reports available for our clients. Trained staff with previous experience in the industry of Outsource Call Center Business. Develop incentive programs that are linked to the parameters and expectations of our clients. Define and identify the requirements needed for each campaign in order to provide feedback to our clients.

11 Our infrastructure in technology and experience in the field has allowed us to offer complete solutions and integrate them developing specific service level for each client. Management focused on cost optimization andoperational excellence based on Maturity control processes guaranties an optimal sizing and asses threats providing an optimal solution. Bilateral operates under VoIP communications and PSTN links giving us the capability to drive inbound outbound near shore, ofshore and on site campaigns Our flexible and integration platforms allow us to provide a custom made solution Our technological infrastructure has High Availability and full continuiti allowing us to provide changes on demand Our systems are robust scalable and open capable of unifying solutions. Our automated reporting platform based on business intelligence allwou us to provide real time reporting campaign effectiveness, and supporting tools to correct targets and strategy based on an stochastic mathematical model.

12 Redundant Link Bogotá Router Barranquilla Router Load Balancer Appserver Active Directory Active directory Seconday Domain Load Balancer Appserver Controller IVR Mirror IVR C L O W D Application Server V Core Switch PBX MPLS Application Server V Core Switch Mirror PBX P S T N CTI/ACD C Web Filter Content Manager Mirror CTI/ACD C Hot swap Web Filter Content Manager IPphone IPphone IPphone IPphone

13 Link Redundant Bogotá Assingns Permission s Router Barranquilla Router Load Balancer Appserver Active Directory IVR Process Option Active directory Seconday Domain Load Balancer Appserver Controller Mirror IVR C L O W D Selection based upon skill Application Server CTI/ACD C V Core Switch IPphone PBX Web Filter Content Manager Accepts Calls Secures Web Access MPLS Application Server Mirror CTI/ACD C V Core Switch IPphone Mirror PBX Hot swap Web Filter Content Manager P S T N IPphone IPphone On demand transfer Agent a Assits

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15 Inbound Customer Service Outbound Customer Service. Inbound Sales Outbound Sales Collections Telemarketing Appointments Technical Support Surveys E-Surveys Database updates Contact administration s, Chat, SMS, Fax Automatic dialing Retention Campaigns Rental of Infrastructure

16 Why select Bilateral? We currently provide Outsource service to Tracfone/Net 10 the number one Prepaid service provider in the USA. We participate in joint ventures that help us to expand our portfolio services and creates an strategic alliance in order to provide the best service to each of our client accounts Inbound /Outbound. We are true partners with the client by becoming an extension of their company and accompanying them in the reengineering of its processes with accurate solutions, fast and of added value, underpinned by a commitment to operational efficiency, profitability and competitiveness over time. We provide tangible results to our clients through a visible improvement in its services and customer service. Winners of multiple Quality Cups given by our clients. Specialized technicians to develop a sized solution

17 If you do not yet have a call center and want to outsource, Bilateral helps with the implementation and operation of the center, by providing the necessary infrastructure and respective training to operate successfully and as soon as required. Our experience in the assembly of remote Call Centers allows us to respond promptly to your requirements. If you need to succeed in environments that are increasingly large, complex and competitive, think of Bilateral. We have the assets, training, knowledge and experience that can help you reach your aspirations to be a company of high value and performance.

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