Cincom A Global Solution to Contact Centers

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CincomA Global Solution to Contact Centers BPO

• Presented by
• Alastair Sinclair
• Vice President Business Development

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Cincom Today

• 37 Years of Existence.
• Over 3 Billion revenue generated till date.
• Broad solution portfolio.
• Over 1000 employees.
• Direct Offices in 18 countries.
• Thousands of customers on six continents.

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Cincom Solutions Services
Cincom has made a point of anticipating industry
trends And developing industry trends and
developing the type of solution That keep pace
with customer needs - Software Publisher Magazine

• Business Communications
• Data Access and Integration
• Manufacturing Business Solutions
• Process Automation
• Outsourcing Operations BPO
• Consultation Certification

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Worldwide Service and Support

• Cincom provides proven technology solutions with
• High Value
• Low Cost
• Rapid ROI
• Low Risk

Cincoms customer service and support is a key
differentiator. - Gartner
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AMR Research- Cincom
AMR Research placed Cincom in front and center on
their bulls-eye chart.
Combining process, product and technology defines
the configuration landscape.
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Why Pakistan.

• Liberal Government Investment Policies
• Foreign Investment Fully Protected
• Technical Manpower Availability
• Infrastructure Availability
• Cost Benefits
• Time Zone Benefits

Call Centre A 600 billion dollars global
industry
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Components Call/Contact Centre
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Cincom Solutions Services Contact Centre

• Technology-Enabled Selling Solutions
• Personalized content management and delivery for
  high-value, high-volume customer communications
• Contact Center Solutions
• International Call Center Services
  Certifications
• Consultation Outsourcing

One Stop IT Shop - Cincom
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Call Centre- Contact Centre A
Single point of Contact
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Cincom eCRM

• Cincoms CRM Synchrony, Product of the Year
  2004
• SearchCRM.com
• Customer Inter_at_ction Solutions magazine

• Agent Customer Interaction module
• Power Guide Knowledge Integration module
• OpenTel CTI integration module
• Administrator Campaign developing and monitoring
  module
• Campaign Plus -List Management module
• Predictive Dialer module
• Call Blending Inbound and outbound call
  management module
• IVR Integrated Voice Response module
• Fulfillment Document creation and management
  module
• Unified Messaging Integrated email, fax and
  voice mail module
• Web Manages web chat, web call-backs and VOIP
  module

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The Market Challenges -Perception Real

• Outsourcing Loss of Control
• Most outsourcers Over-commit and Under-deliver
• Offshore Outsourcing Less Cost but more
  Liability
• Last Choice alternative if I can do it in-house
  it is better/cheaper
• My customers will not understand the foreign
  dialect
• How do I manage a call center that is half-way
  around the world
• Why not go direct and take out the middle-man?

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The Market - Our Focus

• Call/Contact Center Market is rapidly considering
  the Offshore advantage
• Financial Services market is leading the charge
• Credit/Collections Functions are large
  beneficiaries of the offshore value proposition
• We are experienced in running multi-site/function
  Consumer-credit oriented Contact Centers
• Personal contacts/relationships consider the
  market to be in Greenfield-mode and will move
  given personal assurance
• We target prospect who are Performance-based in
  their focus
• Cheap seats lure their attention, performance
  will keep their interest

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The Market Our Solution -VAI

• Risk MitigationThousands of seats in dozens of
  centers worldwide are aggregated through one
  point of contact in the U.S. allowing for quick
  Disaster recovery at its finest.
• CTOOverC brings you significant cost savings.
  The combination of technology infrastructure,
  people and process aggregation equates to a
  possible 60 savings.
• Liability ManagementOverC manages all liability
  and licensing requirements.
• FlexibilityReceive access to a network of
  centers from multiple countries, with
  multi-lingual and multi-discipline capabilities
• Less HassleWith one domestic point of contact,
  you dont have to worry about managing multiple
  people and vendors in various countries.
  Including Payment gateway through Skipjack.
• Global Market KnowledgeOverC leverages its
  knowledge of the strengths of the international
  market to its clients benefit.

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Cincom OverC iOutsource
Over 5000 Seats of contact centre in India,
Dubai, Philippines, South Africa, Brazil, etc.

• Fully Managed solution with Front End, US Gateway
  and Business.
• Multi-Channel Multi-Lingual Hosted Solution.
• UK US Calling handled through a single Contact
  Centre.
• Campaigns Domain experience in Financial
  Services, Debt Collection, Telecommunication,
  Helpdesk, Credit Cards, etc.
• Consultation International Contact Centre
  Certifications.

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Our Capabilities - US Telecom Infrastructure

• US Point of Presence (POP)
• Secured Collocated Facility Level3
• Nortel PBX
• Nortel Passport MUX
• Voice Compression
• Multi-Provider Access to PSTN
• Dell Servers
• EMC Storage
• Database MSQ 7.0
• Nokia Firewall
• Encompass eCRM (Dialer)
• IVR
• 24/7 Support

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Cincom iD Solution
Over 80,000 customized notices per day using iD
Solution - U.S. Social Security

• iD Solutions is a complete cross-platform web
  solution for
• Document composition
• Document production (batch and interactive)
• Routing
• Archiving
• Content Management
• Delivery via multiple channels

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Cincom Knowledge Builder

• An enterprise strength environment for developing
  and deploying Expert Systems
• Modeling Tools to capture rules in a Knowledge
  Base
• Decision Engines to
• Provide recommendations and advice on the most
  suitable products, services and courses of
  actions
• Decide on the next task/action in a workflow
  system, based on current events and available
  data
• Configure products, services, and workflows

Cincom Knowledge Builder is an expert system on
steroids. Jim Wilson Product Director
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Cincom iOutsource

• End-to-End Solutions (from specification through
  support and maintenance)
• Product Development
• Implementation and Consulting
• Turnkey Projects
• Application Service Provider (ASP)
• Build, Operate, Lease, Transfer (BOLT)
• Business Continuity and Disaster Recovery

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Why Cincom

• 37 Years in Business
• Serving Diverse Industries
• Thousands of Clients Across 93 Countries
• Product Depth Breadth
• Rapid Implementation
• Professional Worldwide Support
• Professional Services
• Strategic Partnerships
• Experienced People
• Client Trust

Top Ten Reasons - Cincom
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Cincom- Pakistan

• the answer to all your questions in Pakistan
• Eveready Communications