© 2004 Concerto Software, Inc. All rights reserved. Contact Centre Solutions Outbound Technologies for Call Centres Pushkar Taneja Director, Channel Development

2 © 2005 Concerto Software, Inc. All rights reserved. Agenda Company Profile Business Drivers Why Automated Dialing Business Benefits

3 © 2005 Concerto Software, Inc. All rights reserved. Concerto Software Overview Founded in 1981 Founder of Predictive Dialling (Davox) and ACD’s (Rockwell) employees Global sales & support infrastructure Strong partnerships with leading technology providers and distribution channels Concerto Software is a proven provider of Customer Interaction Management (CIM) solutions that help companies more effectively manage customer interactions via Voice, Fax, and the Web. Corporate Headquarters, Westford Massachusetts, USA

4 © 2005 Concerto Software, Inc. All rights reserved. $4.2 Billion in committed capital  Specializes in “growth equity” investments in information technology 25+ years of private equity experience  More than 60 transaction closings; more than a dozen IPO’s Funded more than 350 companies Help innovators exploit new business opportunities and anticipate trends through long- term relationships that endure the changing economic landscape Our Investors Concerto is backed by tech-savvy investors with $4.7B in capital $750 Million in committed capital  Specializes in “growth equity” investments in information technology 40+ years of private equity experience  More than 60 transaction closings; more than a dozen IPO’s Most active investor in software over last 2 years  10 software companies aggregating $600m+ in revenue Add value by working closely with management Partner long term with world-class management teams to enhance a company’s value

5 © 2005 Concerto Software, Inc. All rights reserved. Unprecedented Two-Time Award Winner

6 © 2005 Concerto Software, Inc. All rights reserved. World Leader in Predictive Dialer More than +1,800 customers in 45 countries Owner of 100+ call center patents, 160 patents pending World Leade of Predictive Dialer for multiple Call Centre related aplications in the world! CitiBank Amex Bank One Standard Chartered Bank DBS Bank of America Chase First Union HSBC US Bank Citigroup Bank of America Chase Bank One J. P. Morgan First Union Wells Fargo Washington Mutual Bank of America SunTrust IN APAC – CONCERTO HAS 48%MARKET SHARE for Predictive Diallers

7 © 2005 Concerto Software, Inc. All rights reserved. Business Drivers

8 © 2005 Concerto Software, Inc. All rights reserved. Call Center: Business Drivers Reduce the cost of doing business  Maximize agent productivity  Manage resources effectively Increase revenues  Increase customer satisfaction & loyalty  Generate new business revenue  Conduct market intelligence & analysis  Protect or enhance existing business revenue

9 © 2005 Concerto Software, Inc. All rights reserved. Reducing Cost of Doing Business Maximizing agent productivity  Shifting work from higher cost personnel to the contact center  Reduces labor costs  Streamlining contact center processes  Agents can handle more calls  Eliminating agent idle times  Agents can handle more calls  Centralization of agents  Optimize agent pool, reduces labor costs  Work flow management  Optimize agent pool, reduces labor costs

10 © 2005 Concerto Software, Inc. All rights reserved. Reducing Cost of Doing Business Manage resources effectively  Centralization of centers/ offices  Saves costs is relation to facilities, personnel, etc.  Cross train agents  Reduces call transfers & improves 1 st call resolutions  Integrated reporting  Improves data on agent efficiency rates  Blending  Optimizes agent pool Contact centers are not static

11 © 2005 Concerto Software, Inc. All rights reserved. Increase Revenues Increase customer satisfaction & loyalty  Customer satisfaction with the agent interaction is critical to the revenue generated by the contact center  Accomplished via technology and agent training  Successful contact centers are customer focused and service oriented 1 Richard F. Gerson, Ph.D., Beyond Customer Service

12 © 2005 Concerto Software, Inc. All rights reserved. Horizontal Applications  Customer Service  Collections  Telemarketing  Order Processing  Reservations  Help Desk Call Center Applications Vertical Applications  Banking  Outsourcing  Telecommunications  Utilities  Airlines

13 © 2005 Concerto Software, Inc. All rights reserved. Outbound Contact Centers Outbound calling mission  Call volumes Type of outbound calling (e.g. Preview, Predictive) Connect rates vs. right party contact rates  Time spent on phone more productive  Better manage tasks associated with a call  Calls queued by statistical averages  Increased efficiency through delivery of voice and data  Improved overall contact management Agent requirements  Scripting/ Automation Reporting requirements

14 © 2005 Concerto Software, Inc. All rights reserved. Why Predictive/Automated Dialing

15 © 2005 Concerto Software, Inc. All rights reserved. Why Managed/Predictive Dialling?  Competitive Advantage  Provide Superior Customer Service  Technology To Increase Revenue  Technology to Reduce Labor Cost Call Centre’s MUST HAVE…..

16 © 2005 Concerto Software, Inc. All rights reserved. Manual Dialling Challenge Review Record # 1 4 * DIAL No Answer Busy Answer Machine Operator Interrupt Update Record Wrong Person Connect Right Person AGENT

17 © 2005 Concerto Software, Inc. All rights reserved. Problems with Manual Dialing? Wait/Ring Dial Disconnect Busy AnsweringMachine NoAnswer Live Contact Minutes/Hour Productive Time Live Contact Busy Dial Ans. Machine Disconnect No Answer Wait (Ring)

18 © 2005 Concerto Software, Inc. All rights reserved. Predictive Dialing Process ? Wait/ Ring Dial Disconnect Busy Answering Machine No Answer Live Contact Minutes/Hour Productive Time ~400% Improvement Live Contact

19 © 2005 Concerto Software, Inc. All rights reserved. Agent Activity in a Manual Environment Agent Activity in an Automated Environment Dialing/ Waiting/ Administrative Customer Contact Customer Contact Other Duties Predictive Dialling Benefit

20 © 2005 Concerto Software, Inc. All rights reserved. Increase in Revenues Generate new business revenue  Tactical missions  Strategic missions  Cross-selling & up-selling Conduct market intelligence & analysis  Identify needs for new products  Determine buying patterns Protect or enhance existing business revenue  Customer retention  Handle complaints

21 © 2005 Concerto Software, Inc. All rights reserved. Contact Center Applications Predictive Dialing A good predictive dialing system allows the client to up-sell products to end-customers, and forms a portion of the overall customer service value chain Good vertical market opportunities include  Outsourcing  Government  Travel & Tourism  Manufacturing In Asia-Pacific, predictive dialers have been rapidly adopted in large outsourcing markets, including India, Philippines, Malaysia and China Source: Datamonitor; The Asia Pacific Contact Center Market; April 2004

22 © 2005 Concerto Software, Inc. All rights reserved. SUMMARY OF BENEFITS Addresses actual BUSINESS PROCESS Enables BUSINESS OWNERS to develop customized business strategies Enables BUSINESS OWNERS to monitor, measure and refine campaign strategies to achieve maximum efficiencies Enables BUSINESS OWNERS to view and analyze operational performance data and correlate to key BUSINESS METRICS

23 © 2005 Concerto Software, Inc. All rights reserved. Thank You Questions? For further Inquiries, Please contact Eveready Communications (Pvt.) Ltd. Tel: (92-21)