Azure Knowledge Corporation Pvt. Ltd

Azure - An Introduction Azure is the oldest Contact Center organization in Gujarat with a track record of providing technology enabled Customer Interaction Services to clients since Domain expertise in providing customized outsourcing solutions to global Telecom companies and Financial institutions. Strong employee base spread across 7 delivery centers in India, China and USA. Investors include Greater Pacific Capital (a UK based Private Equity Firm) & Bennett Coleman Co Ltd. (Times of India group) Executing Market Research activities in 75 countries and Financial Services in 8 countries. Has provided client services in over fifteen international languages and thirteen Indian languages. Strong client base including Fortune 500 companies such as Tele-wings, Reliance, Vodafone, British Telecom, Schneider Electric, GE, Citibank, Informa Group, BSNL among others. ISO 9001: 2008 certified Quality processes and ISO 27001: BS 7799 certified Information Security practices.

Azure Expertise Proven Track Record Created customized solutions for clients - Dialing solutions, Workflow automation & MIS platforms. Azure is a System Integration partner with Aspect & uses solutions from Avaya, Nortel, Cisco & IBM. Managing Global Clientele for their business needs since Experience in serving large clients across the globe including Fortune 500 companies. More than 3800 employees. Strong employee retention capabilities: Attrition rate much lower than average industry standards. Won various awards on HR practices from Clients, Government agencies and Industry associations seat state-of-the-art infrastructure in Ahmedabad, Pune, Raipur Infrastructure with global standards for redundancy, backup, networking, security and compliance. London based Greater Pacific Capital (GPC) invested USD 12 million in Azure in May’08. GPC has committed further investment (USD 20 million) for large clients and key relationships. Capability to scale in challenging time-frames. Capability to expand across multiple cities. Successfully transitioned and managed more than 500 seats of operations for five clients. Key management team has been with the company since its inception. Technology Partner People Expertise Infrastructure Financial Strength Team Scalability

Azure has been recognized at various platforms for its contributions to Industry and Clients Recent AwardsAward DescriptionAwarded ByMonth/Year Top Emerging Companies to reach Revenue Milestone 2011:NASSCOMJuly 2012 Best Global Rising Star: 2011 Best Global Rising Star: 2010 IAOP Apr 2012 Apr 2011 Business Excellence Award for 2010RelianceDec 2010 Top 50 ITES Companies of India: 2009 Top 50 Companies of India: 2007 Dun & Bradstreet Jan 2010 Jan 2008 Top 50 Emerging IT/ITES companies of IndiaNASSCOMSept 2009 Best BPO Company of Gujarat: 2007, 2008, 2009GESIA2008, 2009, 2010, 2011 Highest Employment Generator in Gujarat for 2011, 2010, 2009, 2008, 2007 GESIA 2012, 2011, 2010, 2009, and 2008 Best Service Partner for Hiring ExcellenceVodafone2008, 2009, Best Work Places of India Great Places to Work Institute July 2008 Best Customer Responsiveness Practice Award Avaya Global Connect Apr 2008

Indicative CIS Clients International Clients Domestic Clients

Azure in the News

VALUE PROPOSITION END TO END SERVICES Process Improvements Process Improvements Return On Investment Return On Investment Operational Excellence Telecom Domain Expertise Telecom Domain Expertise Secure Infrastructure Quality Processes Diverse Workforce Diverse Workforce Customer Focused Service Delivery Value Add STRENGTHS Scalable & Flexible Azure Value Proposition Innovation Customer Experience

Azure Customer Service Portfolio  Customer care  Retail Helpdesk  Technical Assistance  Verification Calls  Welcome Calls  Retention calls 24X7 Service & Support  Primary, Secondary Research  Data Processing & Tabulation  Report Writing  Data Mining  Analytics  Business Intelligence  Competitive Intelligence  Consumer Insights Research Up-selling / Cross-selling  Customer segmentation and profiling  Tailored offers  New Product  Lead Generation Collections  Late payment collections  Collections Reminders  Payment Alerts Back-end services  Loan Processing  Documentation  Support  Web chat support

Azure: Inbound Customer Interaction Services Customer Retention Information Delivery Services Prospect Interaction Management New Product/Service Launch Support Customer Query Management Customer Query Resolution Technical Support (GPRS, Blackberry etc.) Phone Customer Support Chat Premium Customer Management

Azure: Outbound Customer Interaction Services Collections Campaign Launch/ Tele-Marketing Customer Acquisition/ Tele-Sales Customer Verification Services Customer Activation Services Customer Retention Services Value-Added Services Add-ons, New Offers Cross-Selling & Up- Selling Welcome Calls

Performance Management Model DELIVERY METRICS Customer Satisfaction First Contact Resolution UPH, SPH, Conversions Cross/ Up-sell EFFICIENCY METRICS Service Level AHT, ATT, ACW, ASA, Abandonment rate Attempts per hour VOLUME METRICS Log-in hours No. of Calls Conversion rate Contact rate Complete rate Lead burn rate QUALITY METRICS No. of calls evaluated Quality scores Trends in scores Rejects/ Defects Complaints Performance Management by Metrics Team-working and Leadership skills Dependability and initiatives taken Attendance and schedule adherence Product and process knowledge Given below is the Performance Management Framework used for performance monitoring and measurement

Industry Experience Over 13 years of experience in providing Customer Interaction services to global Telecom clients and Banks. Experience and expertise in managing expectations of large and demanding clients. Client Relationships Strong relationship and retention of clients: Avg. of more than 80% repeat business. Employee Relationships Avg. staff attrition rate of 8 to 10% per month compared to industry attrition rate of more than 16%. Robust Operations & Delivery Model Baseline processes set to make operations and delivery people-independent. Customized processes and support to meet client’s requirement. Azure Differentiators Proprietary tools and software development capacities Tools for workflow management, process management and outsourcing relationship management. Providing IT automation to clients as value-add to help increase efficiency and effectiveness of operations. Global Expertise with Local Execution Capabilities Azure leadership and management team has experience of delivering as per expectations/standards of Global Telcos. Azure has demonstrated strong execution capabilities in servicing the business from its centers using local management team.

Contact Details AhmedabadPuneRaipur Azure House, Gujarat College Road, Ellisbridge, Ahmedabad Phone: Mobile: Kharadi Knowledge Park, Pune Samriddhi Vihar, Bematra