1. Company Presentation
Altitude Software, the leader in independent contact center solutions
Altitude Software, the leader in independent contact center solutions
@2007 – Altitude Software. All rights reserved
2. Corporate Mission
To provide the most effective
solutions …
for professionally managing
customer interactions …
independently of infrastructure and
geography.
2
3. Completeness of Vision
Positioning
Positioning
The leading independent
contact center suite vendor
We deliver infrastructure independent CC
applications;
Based on industry standards (including open
source);
Using modules in a single Altitude uCI
architecture that integrate with other
business applications.
3
4. Altitude Commitments
freedom of choice
optimize investments,
no infrastructure lock-in
embrace change
from ideas to business goals,
change is easy
peace of mind
we support you every step of the
way
4
5. Global Presence with Worldwide Offices
Countries w/ Altitude Offices +sites Offices in 15 countries
Countries w/ Altitude sites
700 live installations, in 60 countries
around 170.000 paid licensed users
London
Brussels
Toronto Paris
Madrid
Austin Lisbon
Tel Aviv
Mexico City Beijing
Dubai Manila
New Delhi
Sao Paulo
Cape Town
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6. Altitude uCI (unified customer interactions)
single framework, multiple modules for the CC
Altitude uCI is a suite built
together and not created
from separate products.
This allows for:
single admin
single language
single training
For each CC responsibility,
Altitude uCI has a family of
software applications
We leverage 15 years of
market experience and
approx. 700 installations
One unified system
6
8. Altitude uCI Deployment Options
Customer
premises
TDM
PBX Database
Customer
premises
PSTN
VoIP
Altitude Database
IP Contact Center
Remote Agent
Hosted /
IP/TDM PBX Database Datacenter
8
9. Customers Worldwide Include...
CRM Outsourcers Financial Services eGovernment
Swedish Government
Flemish
Government
Telecom & Manufacturing & Service Providers Transportation
Utilities Healthcare & Logistics
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10. Global Presence Across
Regions and Vertical Markets
AP* PER REGION AP PER MARKET
6% 3%
CRM Service Provider 32%
23%
Financial Services
Telecom & Media 20%
Gov. & Education 4%
33 % 58 %
Utilities 3%
Asia Pacific 18%
Others
Europe, Middle East & Africa
Latin America 0% 5% 10% 15% 20% 25% 30% 35%
North America
*AP=Agent Positions
Global presence strongest in EMEA and LA
#1 vendor growth for CRM service providers in EMEA
Leading vendor in Telecoms, Financials and e-Gov As of 2Q’06
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11. Distribution and Integration Partners
World wide Delivery with Proven Track Record
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.
11
12. Wide Network of Platform Partnerships
Altitude Software products interoperate with multiple hardware and software technology
platforms from many leading Vendors as presented below. Altitude Sotware also has
specific partnership agreements with some of them.
Communication Systems Communication Components
Voice recorders
Operating Systems and Databases
Automatic Speech Recognition/Text to Speech
12
13. Wide Network of Business Applications Partnerships
The ability of Altitude uCI to seamlessly integrate with both front and back-office solutions
is a key factor to build efficient contact centers and consequently maximize customer
satisfaction. As part of Altitude software overall partner strategy there are partnership
agreements with specific Software Vendors.
ERP/CRM Quality Management
Workforce Management Fax Server
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14. Altitude Value Propositions
• 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”
• Future-proof technology based on standards and
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
14
15. Altitude Value Propositions
• 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”
• Future-proof technology based on standards and
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
15
16. Explaining the Interaction Lifecycle Model:
Typical Phases and Systems
Interaction Lifecycle Management
Quality
Agent
Identification Routing Follow up Monitoring
Interaction phases Productivity
Feedback
Time Time Time Time Time
Callback
ACD /
Sub system IVR Screen pop Telemarketing Recording
Router
scripts
16
17. Typical vendor X scenario:
Many Systems for Many Functions
Interaction Lifecycle Management
Quality
Agent
Identification Routing Follow up Monitoring
Interaction phases Productivity
Feedback
Interaction phases (for calls as still highest volume media)
Callback
ACD /
Sub system IVR Screen pop Telemarketing Recording
Router
scripts
UI IVR Router uAgent uAgent Recorder
Vendor X
config IVR Router uAgent uAgent Recorder
DB, APIs IVR Router uAgent uAgent Recorder
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18. Typical Altitude Software scenario:
Integrated Modules, Single Architecture
Interaction Lifecycle Management
Productivity +
Quality
Agent
Identification Routing Follow up Monitoring
Interaction phases Productivity
Feedback
Interaction phases (for calls as still highest volume media)
Callback
ACD /
Sub system IVR Screen pop Telemarketing Recording
Router
scripts
Altitude uCI
Altitude Software
IVR Router uAgent uAgent Recorder
config Single Point of Admin
DB, APIs Altitude Integration Server
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19. Altitude Value Propositions
• 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”
• Future-proof technology based on standards and
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
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20. Typical Vendor X Scenarios
Develop Many Integrations for New Services
Interaction Lifecycle Management
Quality
Agent
Identification Routing Follow up Monitoring
Interaction phases Productivity
Feedback
Interaction phases (for calls as still highest volume media)
Callback
ACD /
Sub system IVR Screen pop Telemarketing Recording
Router
scripts
Vendor X
Language Scripting Scripting Scripting Scripting Scripting
data data data data
Visual Editor GUI GUI GUI GUI GUI
Given the acquisition of multiple systems, it can be typical that languages, configurations
and APIs are different between each sub system.
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21. Typical Altitude Software Scenario
One Single Tool can Manage all Interaction Phases
Interaction Lifecycle Management
Productivity +
Quality
Agent
Identification Routing Follow up Monitoring
Interaction phases Productivity
Feedback
Interaction phases (for calls as still highest volume media)
Callback
ACD /
Sub system IVR Screen pop Telemarketing Recording
Router
scripts
Altitude Software
Shared associated data
Programming Altitude Scripting Language
Visual Editor Altitude Script Developer
Unique integrated suite provides easy data access and transfer tools with single language
and tool for complete interaction lifecycle (multimedia workflow) management.
21
22. Altitude Value Propositions
• 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”
• Future-proof technology based on standards and
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
22
24. Open System
Examples of Modules Mixed with Other Mendors
Interaction Lifecycle Management
Quality
Agent
Identification Routing Follow up Monitoring
Interaction phases Productivity
Feedback
Interaction phases (for calls as still highest volume media)
Callback
ACD /
Sub system IVR Screen pop Telemarketing Recording
Router
scripts
Altitude Software
Altitude uCI
IVR Router ERP uAgent Recorder
DB, APIs altitude connector Connector altitude
Altitude Integration Server
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25. Standards-based Developments
Peace of Mind +
Services Oriented Architecture, Web Services Enabled
Services Oriented Architecture, Web Services Enabled
Integration Server - Java
Integration Server –
.Net
Altitude UCI
Standards-based Technologies
Standards-based Technologies
ODBC CSTA C# / C++ VXML
25
26. Altitude Value Propositions
• 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”
• Future-proof technology based on standards and
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
26
27. Altitude uCI TCO:
One of Lowest in Market
Lower Development Efforts
single tool and language $ $
faster campaign creation and SW licenses
Altitude uCI
re-tooling - RAD (rapid TCO
Training SAVINGS
application development)
TCO
Lower IT costs in multi-platform
Development
systems SW licenses
ability to run same scripting Training
Integration
app over diverse platforms Development
Lower Training Time and Efforts Integration
IT
development IT
infrastructure infrastructure
agent ramp-up time with
uAgent and ASL
Vendor X
Altitude Software
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
27
28. Value Propositions
• 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”
• Future-proof technology based on standards and
platform independence
• Single suite and language = TCO savings
• RAD nature = fast ROI
• Smooth VOIP migration (coexistence)
• Infrastructure independence
28
29. Smooth VoIP Migration
with Platform Independent Applications
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)
Past Present Future
Desktops
Applications App
Middleware
(CTI, BD, etc)
Middleware
Communication
Servers IP
PSTN-based PSTN IP
29
31. Suite of Services for the Contact Center
Global Altitude Pay as
Professional University Service
Services
Hosted / 24/7 Managed
On-demand Support Services
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32. Recent Achievements
Awards
Recent Awards
2007 Internet Telephony Excellence Award
Altitude IP Contact Center
TMC
2007 Member's Choice Awards
Multi-Channel Solution: Altitude uCI
ContactCenterWorld.com
IP Contact Center Technology Pioneer Award
Altitude Voice Portal
TMC
Altitude IP Contact Centre CRM Excellence Award 2007
Altitude Voice Portal
TMC
Call Center Product of the Year Award
Altitude uCI
Network Computing
Previous Awards
Altitude Software as long history of 25+ industry awards recognizing our
innovation and tangible results.
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33. Recent Achievements
Major end of 2006, beginning of 2007 Deals
PT Norway
North America
France Belgium
Germany Spain
Brazil
Mexico
Philippines
India
Qatar UAE
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