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

1. 37 Years in Business
2. Serving Diverse Industries
3. Thousands of Clients Across 93 Countries
4. Product Depth Breadth
5. Rapid Implementation
6. Professional Worldwide Support
7. Professional Services
8. Strategic Partnerships
9. Experienced People
10. Client Trust

Top Ten Reasons - Cincom
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Cincom- Pakistan

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