Company Presentation (updated)

Company Presentation

Altitude Software, the leader in independent contact center solutions

©2012 Altitude Software

Company Mission

©2012 Altitude Software 2

To deliver unified interaction

solutions, that are rapidly

deployed, use leading technology

independently of platforms and

pay back fast.

Altitude Vision

Contact Centers are the enterprise

Portals of Interaction with

Customers, Partners, Suppliers, etc


Manage Interactions

Customized Solutions

User Centric Tools

Performance Enhancing


Customer Service

Debt Collection

Help Desk

Telemarketing

Fin

ancia

l

Healt

hcare

Manufa

ctu

ring

Govern

ment

Reta

il

Media

Outs

ourc

ing

Tele

com

Logis

tics

Uti

liti

es

Other (Market Research, Order Entry, Reservation, …..)

Verticals & Business Aplications

Altitude Software today Global Presence with customers in +80 countries


Customers

Offices & customers

Offices in 16 countries

+ 1100 customers and installations in 80 countries

+300.000 paid licensed users


Altitude uCI

Global Presence Across Regions and Vertical Markets


Growing presence in North America and APAC

7 of 10 top outsourcers in Europe & Latin America chose Altitude uCI

Major references in Financials, Telecoms and e-Gov

AP PER VERTICAL MARKET AP* PER REGION

*AP=Agent Positions

0% 10% 20% 30% 40%

Others

Gov & Retail

Telecom & Utilities

Financial & Insurance

Outsourcers & HostersAPAC 8%

Latin America 31%

North America 7%

West & Eastern

Europe 49%

MENA 5%

Alternative Deployment Options A single suite allows different architectures


Customer

premises

VoIP Database Altitude

IP Contact Center

Remote Agent

Hosted /

Datacenter

IP/TDM PBX Database

Internet

PSTN

Customer

premises

TDM PBX Database

Customer

Customers Worldwide Include...


eGovernment CRM Outsourcers

Manufacturing & Healthcare

Telecom & Utilities

Financial Services

Swedish Government

Flemish

Government

Service Providers Transportation & Logistics

Portuguese

Government

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Distribution and Integration Partners


Our worldwide channel partner network incorporates highly specialized and experienced companies

including System Integrators, Consulting Companies, VARs, Distributors and Resellers with a wide range

of offerings to suit your specific business needs.

Worldwide Delivery with Proven Track Record

Wide Network of Platform Partnerships


Altitude Software products interoperate with multiple hardware and software technology platforms from many leading Vendors as presented below. Altitude Software also has specific partnership agreements with some of them.

Communication Systems

Operating Systems and Databases

Communication Components

Voice recorders / Quality Management

Automatic Speech Recognition

Text to Speech


ERP/CRM DNC Compliance

Workforce Management

Fax Server

Banking and Financial Solutions

Extensive Business Applications Integration Portfolio

Altitude uCI Value Propositions


• Smooth VOIP migration (coexistence)

• Infrastructure independence

• Best of both worlds:

• best-of-suite” with “best-of-breed”

• Future-proof technology based on standards and a market proven

platform independence

• Single suite and language = TCO savings

• RAD nature = fast ROI

• Unique suite with a single language

• Single tool can “do it all”







• Best of both worlds: best-of-suite” with “best-of-breed” Market

proven platform independence





• Unique suite with a single language,

single tool can “do it all”




Interaction phases

Recording

Quality Monitoring Feedback

Time

Interaction Lifecycle Management

Sub system IVR

Identification

Time

ACD / Router

Routing

Time

Screen pop

Agent Productivity

Time

Callback Telemarketing

scripts

Follow up

Time

Explaining the Interaction Lifecycle Model:

Typical Phases and Systems


IVR Router uAgent uAgent Recorder UI

config IVR Router uAgent uAgent Recorder

DB, APIs IVR Router uAgent uAgent Recorder

Vendor

X

Interaction phases

Recording


Interaction phases (for calls as still highest volume media)

Sub system IVR

Identification

ACD / Router

Routing

Screen pop

Agent Productivity


scripts

Follow up


Typical vendor X scenario: Many Systems for Many Functions


Interaction phases

Recording



Sub system IVR

Identification

ACD / Router

Routing

Screen pop

Agent Productivity


scripts

Follow up

IVR Router uAgent uAgent Recorder Altitude uCI

config

DB, APIs

Alt

itude S

oft

ware

Altitude Integration Server

Single Point of Admin

Integrated Modules, Single Architecture


Typical Altitude Software scenario:

Productivity +
















Interaction phases

Recording



Sub system IVR

Identification

ACD / Router

Routing

Screen pop

Agent Productivity


scripts

Follow up

Language

Visual Editor

Scripting

GUI Vendor

X

Scripting

GUI

Scripting

GUI

Scripting

GUI

Scripting

GUI

data data data data

Given the acquisition of multiple systems, it can be typical that languages, configurations

and APIs are different between each sub system.


Typical vendor X scenario: Develop Many Integrations for New Services


Programming

Visual Editor

Altitude Scripting Language

Altitude Script Developer

Shared associated data

Interaction phases

Recording



Sub system IVR

Identification

ACD / Router

Routing

Screen pop

Agent Productivity


scripts

Follow up

Alt

itude S

oft

ware

Typical Altitude Software Scenario:

Productivity +

Unique integrated suite provides easy data access and transfer tools with single language

and tool for complete interaction lifecycle (multimedia workflow) management.


One Single Tool can Manage all Interaction Phases















Platform and Infrastructure Independence


IP Switches

Switches

TDM

Databases

Operating

Systems

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Interaction phases

Recording



Sub system IVR

Identification

ACD / Router

Routing

Screen pop

Agent Productivity


scripts

Follow up

Recorder ERP Altitude uCI

IVR Router uAgent

Altitude Integration Server

DB, APIs

Alt

itude S

oft

ware

Altitude connector Altitude connector


Open System Examples of Modules Mixed with Other Vendors

Standards-based Developments


Altitude UCI

Standards-based Technologies

Services Oriented Architecture, Web Services Enabled

ODBC CSTA C# / C++ VXML

Integration Server - Java

Integration Server – .Net

Peace of Mind +


Lower Development Efforts

• single tool and language

• faster campaign creation and re-tooling - RAD (rapid application

development)

Lower IT costs in multi-platform systems

• ability to run same scripting app over diverse platforms

Lower Training Time and Efforts

• development

• agent ramp-up time with uAgent and ASL

Altitude uCI TCO: One of Lowest in Market
















Lower Development Efforts

• Single tool and language

• Faster campaign creation and re-tooling - RAD (rapid application development)

Lower IT costs in multi-platform systems

• Ability to run same scripting app over diverse platforms

Lower Training Time and Efforts

• Development

• Agent ramp-up time with uAgent and ASL

Integration

IT infrastructure

TCO

$

Training

Development

Vendor X

SW licenses

IT infrastructure

Development Training

TCO

$

Altitude Software

Altitude uCI

SAVINGS

Integration

SW licenses

Bottom line: not only lower operational expenses, but also faster deployment of

campaigns and shorter learning curve for agents.

NOTE: Proven by most demanding CC customers, outsourcers

Altitude uCI TCO: One of Lowest in Market
















• Driven by business and not by platforms, applications will migrate, grow and evolve.

• Solutions will not be proprietary (avoid the days of mainframe lock-in)

Communication

Servers

Past

PSTN-based

Present

IP

PSTN

Future

IP

Middleware

(CTI, BD, etc)

Middleware

Desktops

Applications App

Smooth VoIP Migration with Platform Independent Applications

Suite of Services for the Contact Center


Global

Professional

Services

Altitude

University Pay as

Service

Hosted /

On-Demand

24/7

Support

Managed

Services

Quality Policy Statement


Recent Achievements - Awards


Previous Awards

Altitude Software has long history of 40+ industry awards recognizing our innovation and tangible results.

Recent Awards

Certified Support Staff Excellence

Center Award

•Superior Customer Service

Experience

American Teleservices Association

– Best in show

Contact Centre Product of the Year

•Altitude uCI

•Network Computing

Magazine

Best of Show

• Altitude IP Contact Center

• ITEXPO East 2010

Customer Interaction Solutions®

Magazine’s

2011 Product of the Year Award

Thank you

©2012 Altitude Software