2. What does it mean To serve better? Verb: Serve Serve a purpose, role, or function Provide, contribute or conduce to

3. What is Qualitor? Service Management System man·age·ment 1.the act or manner of managing; handling, direction, or control. 2.skill in managing; executive ability: great management and tact. Synonyms 1. regulation, administration; superintendence, care, charge, conduct, guidance, treatment.

4. CUSTOMER CARE SHARED SERVICES OMBUDSMAN INFORMATION TECHNOLOGY QUALITOR - AREAS OF USE COMPANIES AND PROCESSES OF ALL SIZES

5. SERVICE WITHOUT CONTROL CHAOS//HEROISM //WITHOUT PROCESS AND MEASUREMENT//NO IMPROVEMENT

6. CONTROLLED SERVICE RULES//CONTROL//PROCESS //MEASUREMENT//CONTINUOUS IMPROVEMENT

7. PRODUCT PORTFOLIO ENTREY-LEVEL FREE VERSION VERSION FOR SMALL AND MEDIUM PROCESS VERSION INCLUDING ADVANCED MANAGEMENT FUNCTIONS VERSION WITH ADVANCED FEATURES AND ITIL SUPPORT VERSION WITH ADVANCED FEATURES INCLUDING ITIL, GRAPHIC WORKFLOW, FORM DESIGNER

8. PRODUCT PORTFOLIO PABX-IP TELEPHONY PLATFORM MODULE FOR BUSINESS INTELLIGENCE MODULE FOR IT SERVICE BILLING AND CHARGING MONITORING SOFTWARE

9. KEY BENEFITS STRONG PROCESS MANAGEMENT CAPABILITIES TECHNICIANS AND TEAMS CONTROL DECREASE IN NUMBER OF PROBLEMS OR RECURRENCE OF PROB LEMS BETTER COMMUNICATION WITH END-USERS AND CLIENTS END-USERS SATISFACTION MEASURING AND MONITORING A COMPLETE METHODOLOGY FOR CONTINUOUS IMPROVEMENT

10. MARKET SHARE

11. PERCEPTION QUALITOR OVERALL CUSTOMER SATISFACTION

12. BRAZIL WORLDWIDE 100% BRAZILIAN SOFTWARE MULTIPLE LANGUAGES USED IN SEVERAL COUNTRIES SOUTH AFRICA – ANGOLA – ARGENTINA – CHILE – COLOMBIA – ARAB EMIRATES – ECUADOR – USA– LIBERIA LIBYA – MEXICO – MOZAMBIQUE – PERU – PORTUGAL – DOMINICAN REPUBLIC – URUGUAY – VENEZUELA - ZAMBIA

14. BILLING / COST SHARING BILLING / COST SHARING ITIL MODULES ITIL MODULES SERVICE CATALOG SERVICE CATALOG ONLINE SERVICE (CHAT) ONLINE SERVICE (CHAT) MULTI LANGUAGE MULTI LANGUAGE WORKFLOW GRAPHIC WORKFLOW GRAPHIC WORKFLOW MULTI TENANCY MULTI TENANCY SYSTEMS INTEGRATION SYSTEMS INTEGRATION SATISFACTION SURVEY SATISFACTION SURVEY DASHBOARDS KNOWLEDGE BASE KNOWLEDGE BASE ADVANCED SLA CALCULATION ADVANCED SLA CALCULATION BI MODULE CALL*CENTER MODULE CALL*CENTER MODULE MAJOR RESOURCES

15. ATTENTION SCRIPTS ATTENTION SCRIPTS ASSET INVENTORY ASSET INVENTORY PRODUCTS MEETINGS TIME TRACKING TIME TRACKING ACTION PANEL / TASKS ACTION PANEL / TASKS CHECKLISTS SERVICE COST CONTROL SERVICE COST CONTROL PROJECTS RESOURCE SCHEDULE RESOURCE SCHEDULE TRENDS ALERT TRENDS ALERT CONTRACTS FORM DESIGNER FORM DESIGNER SCHEDULED TICKETS SCHEDULED TICKETS END-USER SELF-SERVICE END-USER SELF-SERVICE MAJOR RESOURCES

16. AVAILABILITY AND LICENSING CESSION OF RIGHTS (PURCHASE) SOFTWARE AS A SERVICE (SaaS) DEPLOYMENT (DELIVERY) PROCESS ANALYSIS INSTALLATION CONFIGURATION TRAINING NAMED USERS CONCURRENT USERS CONSULTING SERVICES

17. THE EVOLUTION CONTINUES... BPMN PINKVERIFY ALIGNMENT ORACLE® PORTABILITY ADMINISTRATION INTERFACE...AND MUCH MORE QUALITOR STRATEGIC VIEW

18. QUESTIONS ?

19. THANK YOU!

20. ITIL MODULES SERVICE CATALOG SERVICE CATALOG INCIDENTS PROBLEMS CONFIGURATION RELEASE CHANGES

21. INCIDENTS

22. PROBLEMS

23. CHANGES

24. CONFIGURATION SERVICES CONFIGURATION ITEMS SERVICE CATALOG

25. RELEASE

26. SERVICE CATALOG HIERARCHY OF SERVICES SERVICE SCRIPTS FORMS

27. END-USER VIEW ONLINE SERVICE (CHAT)

28. TECHNICIAN VIEW

29. WORKFLOW

31. STEP 1 STEP 2 STEP 3.1 STEP 4 STEP 3.2 STEP 5 PARALLEL STEPS IN WORKFLOWS

32. GRAPHIC WORKFLOW

33. ACCESS TO THE FLOW´S STEP PROPERTIES

34. MULTI LANGUAGE

35. CONFIG n MULTI TENANCY CONFIG 2 CONFIG 1 TENANCY 1 TENANCY 2 TENANCY n IT HR BUILDING MAINTENANCE BUILDING MAINTENANCE

36. SYSTEM INTEGRATION ERP’s BD’s APPLICATIONS SYSTEMS WEBSERVICES INTEGRATION TRIGGERS GATEWAYS

37. SATISFACTION SURVEY TICKETS ONLINE SERVICE(CHAT)

38. DASHBOARDS

39. KNOWLEDGE BASE

40. TECHNICIANS VIEW STRUCTURED IN FOLDERS FILES AND PICTURES CAN BE ATTACHED ACCESS RESTRICTIONS (CUSTOMERS AND / OR TEAMS) APPROVAL BY TYPE OF DOCUMENT

41. KNOWLEDGE BASE END-USER VIEW

42. ADVANCED SLA CALCULATION SEVERITY SLA RESPONSE TIME RESPONSE TIME SOLUTION TIME SOLUTION TIME 7. CATEGORIES 5. LOCATIONS 3. BILLING CONTRACT 1. EQUIPMENT 2. EQUIPMENT CONTRACT 4. DEPARTMENT OF THE REQUESTING USER 6. SERVICES

43. BI MODULE BI ALL BASED ON DATAWHAREHOUSE READY TO USE TICKTES, ACTIVITIES AND COSTS STANDARD DASHBOARDS AVAILABLE CHARTS AND REPORTS * UP TO 100 NAMED USERS UP TO 02 DEVELOPERS SEATS

44. BI MODULE STANDARD DASHBOARD - TICKETS STANDARD DASHBOARD – COSTS BY DEPARTMENT OR COST CENTER

45. BI MODULE STANDARD DASHBOARD - TICKETS RETENTIONS

46. BI MODULE STANDARD REPORTS

47. BI MODULE DASHBORAD AVAILABLE FOR iPHONE* * SOON: BLACKBERRY AND ANDROID

48. SERVICE BILLING CHARGING COSTS SHARING CLIENTS DEPARTMENTS BILLING/CHARGING CONTRACTS

49. SERVICE BILLING CHARGING COSTS SHARING

51. ALLOWANCED CONCEPT HOURS TICKETS HYBRID ALLOWANCED CONCEPT HOURS TICKETS HYBRID BLOCK WARN / ALERT UNABLE BLOCK WARN / ALERT UNABLE SERVICE PRICE BY TYPE OF ACTIVITY, LOCATION AND TIME OF DAY /DAYS OF THEWEEK

52. SERVICE BILLING CHARGING COSTS SHARING CONTRACT CONFIGURATION SERVICE COSTS CONTRACT CONFIGURATION SERVICE COSTS

53. SERVICE BILLING CHARGING COSTS SHARING

54. BLOCK WARN / ALERT ALLOW BLOCK WARN / ALERT ALLOW SERVICE BILLING CHARGING COSTS SHARING

56. OVER EXTRA OVER TOTAL OVER EXTRA OVER TOTAL DISCOUNT POLICY HOUR TICKET DISCOUNT POLICY HOUR TICKET

57. SERVICE BILLING CHARGING COSTS SHARING ANTECIPATE EXTEND ANTECIPATE EXTEND SAME MONTH NEXT MONTH SAME MONTH NEXT MONTH

58. SERVICE BILLING CHARGING COSTS SHARING

60. BY COST CENTER BY DEPARTMENT BY COST CENTER BY DEPARTMENT

61. SERVICE BILLING CHARGING COSTS SHARING EXAMPLE: PROFITABILITY ANALYSIS STANDARD BILLING REPORTS

62. QCALL*CENTER ACD IVR NEWS FRIENDLY INTERFACE CALL RECORDING VOICE MAIL INCOMING CALL PROTOCOL NUMBER QUALITOR INTEGRATION CALLER IDENTIFICATION ROUTING OF INPUT AND OUTPUT CALLS SUPERVISING / MONITORING DATE/TIM E ROUTING METRICS / REPORTS SELF-SERVICE WITH IVR

63. QCALL*CENTER

64. QUALITOR INTEGRATION

65. QCALL*CENTER INCOMING CALL UNKNOWN CONTACT

66. QCALL*CENTER RECORDING A NEW ISSUE FROM AN INCOMING CALL

67. QCALL*CENTER RECORDING AN ISSUE FOR AN INCOMING CALL CONTACT SAVED ON QUALITOR

68. QCALL*CENTER QUALITOR INTEGRATION CALL PROTOCOL NUMBER RECORDED IN QUALITOR RECORDING FILE OF CALL CAN BE ACESSED FROM THE TICKET

69. QCALL*CENTER AGENTS SUPERVISION SUPPORT INCLUDED FOR THE SUPERVISOR HEAR THE CALL IN REAL TIME

70. QCALL*CENTER VOICE MAIL PERFORMANCE REPORTS

71. QCALL*CENTER AVAILABLE FILTERS ACESS TO CALL RECORDING FILES DIRECTLY FROM THE CDR GRID REAL TIME QUERY IN CDR DATA CDR (CALL DETAIL RECORDS) (IT IS NOT A REPORT)

72. ASSET INVENTORY ASSET INVENTORY  IT AUTOMATIC DATA COLLECT

73. ASSET INVENTORY ASSET INVENTORY  FACILITIES ELEMENTS FOR SHARED SERVICES

74. PRODUCTS CUSTOMER CARE WITH QUALITOR CONPLAINTS OTHER REQUESTS INFORMATION

75. MEETINGS PROCEEDINGS ATTACHED FILES ATTENDEES TO-DOS

76. TIME TRACKING RECORDING AND ACCOUNTING OF THE TIME SPEND IN ACTIVITIES

77. TO-DOS AND TASKS

78. CHECKLISTS CHANGES WORKFLOW TICKETS SERVICES

79. EXPENSES CONTROL

82. PROJECTS TICKETS GROUPED AS PROJETCS

83. PROJECTS

86. STEPS CONTROLLED BY: TICKET PROJECT STEPS CONTROLLED BY: TICKET PROJECT CONTROLLED BY TICKET: AWAITING ATTENTION = 25% IN ATTENTION = 50% IN VERIFICATION = 75% CLOSED = 100% CONTROLLED BY TICKET: AWAITING ATTENTION = 25% IN ATTENTION = 50% IN VERIFICATION = 75% CLOSED = 100%

87. PROJECTS

92. CORPORATE SCHEDULE

93. TRENDS ALERT TERMS (MONTLHLY, WEEKLY,ETC) CATEGORY TYPE OF TICKET SEVERITY KEYWORDS SYSTEM REQUESTS EQUIPMENT USER

94. CONTRACTS CLIENTS EQUIPMENTS SUPPLIERS

95. FORM DESIGNER FORM DESIGNER IDE– WITHIN QUALITOR

96. FORM DESIGNER

99. SCHEDULED TICKETS

102. SERVICE SCRIPTS STANDARDIZATION TECHNICIANS END-USERS

103. SERVICE SCRIPTS SCRIPT X QUESTION 1 A)OPTION 1 B)OPTION 2 C)OPTION 3 QUESTION 34 SCRIPT Y – QUESTION 207 QUESTION 2

104. SERVICE SCRIPTS

106. END-USER SELF-SERVICE PORTAL WEB PORTAL (END-USER VIEW) WEB PORTAL (END-USER VIEW) ONLINE SERVICE (CHAT) ONLINE SERVICE (CHAT) KNOWLEDGE BASE KNOWLEDGE BASE SERVICE CATALOG SERVICE CATALOG TICKETS TRACKING TICKETS TRACKING DISPLAY BILLING DATA DISPLAY BILLING DATA

107. END-USER SELF-SERVICE PORTAL SERVICE CATALOG SERVICE CATALOG SERVICE SCRIPT SERVICE SCRIPT KNOWLEDGE BASE KNOWLEDGE BASE FORM

108. END-USER SELF-SERVICE PORTAL

111. TICKETS TRACKING TICKETS TRACKING

112. END-USER SELF-SERVICE PORTAL DISPLAY INVOICE DISPLAY INVOICE