Angel'com Overview

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Angel.com Overview

• May, 2006

April 19, 2006
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The Big Idea Intelligent IVR
Legacy IVR
Intelligent IVR
Liked / Loved Pleasant Personalized Integrated Ch
eaper Differentiator Every Business Every
Department
Hated Tedious Generic Silo Technology Expensive L
iability Large Biz only Call Center Only
For Callers
For Businesses
For Us
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The Broad Market Opportunity

• 80 of customer-to-business contacts take place
  over the phone
• Billions of customer-to-business phone calls
  annually
• Over 15 billion calls to 800 and 888 numbers
• 1.5 billion telephones worldwide
• 450 million mobile devices worldwide

• Option 1 Automate

• Option 2 Connect to Agents

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IVR/Speech Market Opportunity
Current Market Worldwide IVR/Speech market
valued at nearly 1 billion in 2004.
IVR/Speech Market Trends Traditional IVR
Platforms Touchtone IVR Hardware Solutions
Open-Standards IVR Platforms Speech-Enabled
IVR Software/SaaS Solutions
Traditional IVR licenses to dip 35 by 2009,
open-standards licenses to grow 100 by 2009.
(Datamonitor)
Speech-enabled IVR market projected to grow at
compound annual growth rate of 22 through
2008. (Datamonitor)
Software as a Service market to grow from 4.2
billion in 2004 to 10.7 billion by 2009. (IDC)
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Call Center/ACD Market Opportunity
Current Market Nearly 60,000 US Call Centers, 3
billion ACD market.
Call Center/ACD Market Trends Large, formal call
centers Single-site call centers
On-Premise Solutions
Smaller, informal call centers Flexible, at
home agent models On-Premise/Hosted Blend
54 of enterprise companies report call center
size between 0-100 seats. (Benchmark Portal)
Over 100,000 remote agent workers in 2004. (IDC)
Global market for managed/hosted contact services
expected to reach 5 billion by 2008.
(Knowledgestorm)
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Hosted Growth

• Vendors and service providers are falling over
  themselves to roll out managed and hosted
  solutions, but only a few have been successful
• The challenge over the next five years will be to
  take these services and sell them to the
  end-users
• Understanding end-user demand will be the key to
  differentiating services and picking up customers.

Hosted The fastest growing area of the contact
center market
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Hosted Opportunity

• In 2003 there were 55,000 hosted APs globally by
  2008 there will be 463,000.
• Demand side concerns that need to be understood
  include
• Pricing
• IP migration
• CRM Integration
• Self-service
• Distributed contact centres
• Dedicated vs. multi-tenant hosting

Hosted contact centers the biggest opportunity
9.0
8.0
7.0
6.0
5.0
Proportion of APs that are hosted
4.0
3.0
2.0
1.0
0.0
2003
2004
2005
2006
2007
2008
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Business Issues
Main Issues with Hosted Services

• The major concerns are about the quality and
  reliability of the services, plus the concerns
  about lack of control.
• Costs and internal barriers are less of an issue,
  and respondents are relatively happy with the
  suppliers currently on the market.

Maximum 4
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Hosted Specialist is Preferred
What type of company would you rather purchase a
hosted solution from?
p

• Specialist contact center providers and
  outsourcers were the most popular choice. This
  reflects a desire to work with a provider that
  has specialist or proven experience in the
  contact center space.
• Telcos came surprisingly low, considering they
  are driving much of the growth in this market in
  EMEA.

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New/Undiscovered Markets

• Internal Help Desks
• Employee-Facing Applications
• Non-Traditional IVR Applications
• SMEs
• Consumers

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Complete Value Proposition
IVR ACD
Speech Recognition
On-Demand

Angel.com
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Top 10 Reasons For IVR

• Provide 247365 Access to information
• Find most qualified agent (skills-based routing)
• Often more efficient than talking to agent
• Offer consistent service quality
• Often preferred for personal or sensitive info
• Save money (less live agents)
• Automate repetitive tasks
• Increase Agent Satisfaction / Reduce turnover
• No need to change user behavior
• Provide access for those without ready web access

For Callers
For Businesses
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Top 6 Reasons for Speech

• Preferred/Required for large number of options
• Special speech-only scenarios
• Names, Spelling, Cities, Alphanumerics
• Multiple Selection Scenario
• Pizza Ordering
• Callers in hands-free environments
• More personal and friendly caller experience
• Faster, more efficient for complex transactions

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Top 10 Reasons for Hosting

• No Upfront Capex
• Immediate ROI
• Automatic Upgrades
• Collective Experience
• Scalable Capacity
• Just-in-time Provisioning
• Economies of Scale
• Simplified Cost Structure
• Highest Service Levels
• Flexible / At-Home Workforce

• Total Cost of Ownership for On-Premise
  Deployments
• (Redundant) Servers
• (Redundant) Networks
• (Redundant) Storage
• VoiceXML Platform
• Speech Recognition Licenses
• Text-to-Speech Licenses
• Maintenance Fees
• T1s Phone charges
• Data Center(s)
• Maintenance Staff
• Professional Services
• Technology Replacement (Obsolete)
• Multi-Vendor Selection Process
• Etc.

VS.
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Top 20 Reasons Customers Choose Angel.com

• Best On-Demand IVR Product Best Time to Value
• Built-In Best Practices
• Built-in Speech Recognition
• Designed for Personalization
• Easiest Integration with SOAs
• Largest Selection of Pre-Built Applications /
  Integrations
• Real-time Deployment
• Built-in Control and Security
• Designed for Data Capture / Management
• Flexible Reporting Options

• Easy to Try and Buy
• Deep Industry Expertise
• Large Number of Customer References
• Fastest Growth
• Backed by MicroStrategy (MSTR)
• Pay-As-You-Go Pricing
• Future-Proof (start simple, grow anytime)
• Evolving Partner Ecosystem
• Powerful Product Roadmap
• Industry Recognition

BETTER. FASTER. CHEAPER. EASIER.
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Reason for Automation
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Best On-Demand IVR Product
24 x 7 x 365 Scalable Flexible
Network Operations PSTN Skype
VoIP/SIP VoiceXML
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Virtual Call Center

• Hosted Call Center Offering
• Value Proposition
• Reduce costs Minimal upfront investment,
  pay-as-you go pricing
• Improve customer satisfaction Reduced wait
  times, agent access to customer data
• Increase flexibility Accommodate call
  spikes/remote agent access, instant deployment

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Store Locator

• Search-by-Zip Store Locator
• Value Proposition
• Increase revenue Boost in-store traffic and
  sales
• Reduce costs Lower live agent costs, minimal
  setup costs
• Increase customer satisfaction Consistent, rapid
  responses to caller inquiries

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Survey

• Automated Phone Survey
• Customer Satisfaction, Employee Feedback, Agent
  Performance
• Value Proposition
• Improve customer/employee satisfaction Immediate
  access to dissatisfied customers through
  comprehensive reporting
• Accurate and actionable data
• New revenue opportunities Natural upsell
  opportunity for satisfied customers

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Internal/HR Applications

• Internal Automated Phone Apps
• Benefits enrollment, Testing/Training,
  Performance Appraisal
• Value Proposition
• Improve internal process efficiency Less paper,
  faster data collection
• Increase employee satisfaction Immediate
  confirmation, integration with web-based systems
• Better information flow throughout organization

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Check-In/Check-Out

• Remote Agent/Employee Check-In/Check-Out
• Value Proposition
• Increase employee efficiency No more missing
  timesheets or physical tracking devices
• Enhance project tracking
• More accurate payroll and billing

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Marketing Applications

• Phone-Based Marketing Apps
• Info Lines, Instant-Win Promotions, Automated
  Sweepstakes
• Value Proposition
• Increase revenue/audience reach Reach customers
  or potential customers without internet access
• Grow customer database
• Capture customer information and demographics

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Lead Capture

• Automated Prospect Information Collection
• Value Proposition
• Increase revenue/audience reach Reach customers
  or potential customers without internet access
• Grow customer database
• Capture customer information and demographics

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Order Line

• Phone-Based Automated Product Ordering
• Catalog, E-Commerce, DRTV extensions
• Value Proposition
• Increase revenue Faster, more accurate order
  process
• Decrease live agent costs
• Increase live agent productivity

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Emergency Information Line

• Notification/Communication System for Weather or
  Security Emergencies
• Value Proposition
• Ensure timely, accurate communication Employees,
  customers stay informed
• Diminish effects of emergency for employees
• Maintain business operations during emergency

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Donation Line

• Phone-Based Cause/Organization Donations
• Value Proposition
• Process more donations Faster, more accurate
  donations and reduced need for emergency staff
  during spikes in activity
• Reduce live agents costs
• Improve donor relations

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Customer Support/Help Desk

• 24/7 Access to Customer Accounts Via the Phone
• Value Proposition
• Increase customer satisfaction Personalized
  system, 24/7 access to case history
• Increase employee productivity
• Real-time reporting Caller requests,
  satisfaction survey results

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Other Applications

• Order Status
• Password Reset
• Real Estate Listings
• Literature Request
• Transcription
• Hundreds of Applications we havent even thought
  ofrefer to Voice Sites Bible

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Mass-Market Channels

• Skype
• Subsidiary of EBay with 75 million users
• Angel.com to become the backend for business apps
• Sprint Nextel
• 108,000 SME customers
• Angel.com selected as preferred provider for IVR
  solutions in Business Portal Launch in June 06

• Salesforce.com
• Initial launch of packaged solution for
  AppExchange
• Engaged with SF.com Inside Sales Team
• In Pipeline
• Paypal
• Comodo
• Telecom Carriers

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Largest Customer Base
Retail/Consumer Products
Telecom/IT
Financial/Legal Services
Healthcare/Pharma
Others

• Any Size Any Vertical (almost) Any Application

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Angel.com Recent Coverage