HOSTED CONTACT CENTER –

SOUTH AFRICA MODELAlison AlbertsAlison Alberts

Product Manager: Voice ServicesVodacom BusinessVodacom Business

April 7, 2011

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VODACOM BUSINESS STRATEGIC OBJECTIVE

• Vodafone now owns 65% of Vodacom Group

• To be the leading Africa provider of Managed N t k d Cl d C ti l ti tNetwork and Cloud Computing solutions to the enterprise, corporate and business sectors

• The leading total communications provider g pacross Africa

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SERVICE PORTFOLIO

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THE BUILDING BLOCKS TO CONVERGENCE

VB CSOC VB Data Center

IP CIP Core

VoIP InterconnectsAccessNetwork

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MARKET CHALLENGES

• Challenges:• Reduce cost of operations (staffing Contact handling Contact• Reduce cost of operations – (staffing, Contact handling, Contact

minutes)

• Increase efficiencies

• Increase revenue and customer satisfaction

• Flexibility (ease of making changes to the contact centre applications)Flexibility (ease of making changes to the contact centre applications)

• Access to technology

• Capital outlay (Opex model)• Capital outlay (Opex model)

• Specialised skills

A i i t d i ti t l• Acquiring new customers and grow existing customer value

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TAKE TO MARKET STRATEGY

Hosted Contact Centres is an “in the cloud” service built on the Presence platform, hosted in the VB Data Centre, offering contact centre features and functionality built in VM-Ware•Who is it for?Who is it for? •SME , Enterprise, Corporate• How is it supplied? S li d b V d B i b k b k ith t bl d P•Supplied by Vodacom Business, back-on-back with reputable vendor, Presence

• How is it supported? •VB project manages installation •INOVO installs the contact centre application•1st line by Vodacom Business, 2nd INOVO, 3rd line by Presence• Who owns and bills the customer?Who owns and bills the customer?•Vodacom Business• What is the pricing model?•O t i ht h (H d t d H d t )•Outright purchase (Handsets and Headsets)•Opex Model for licenses billable per month

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HCC ARCHITECTURE OVERVIEW

VB Data Centre

Internet

PSTN orPSTN or IP

Network

Communication Medium

VoIP, Email, Fax, Chat

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AN ALL IN ONE MODULAR SUITE

ALL‐IN‐ONE SUITE. JUST ACTIVATE AND USE THE MODULES NEEDED

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WHY HOSTED CONTACT CENTRES

• Innovative: Not the first in the world, but a near first in SA

• Only contact centre product offering to be based on VM-Ware which is part of the VB Data Centre strategy

High Availability and Redundancy

HW resources dimensioned to cover the real needs

HW resources re-dimensioning in few minutes

Migration between host servers as easy as copy and paste

Completely secured, allows independence between environments

Total isolation between VMs (if desired)

G• Global Partner namely Presence, with Local Footprint

• Virtualized agents can sit anywhere

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WHY HOSTED CONTACT CENTRES

• Compelling OPEX vs. CAPEX model.

• Product is Modular, you need agents we switch them on!!!

• Improve flexibility - Apply the technology to suite the specific campaign or customer scaling up to add new agentsor customer. scaling up to add new agents

• Significantly improving productivity & revenue for your organisation e.g. Contact backs, if agents are not busy push them into outbound g ycampaigns etc

• Improve manageability of processes & staff, building in intelligence, e g intelligent routing to agents reportinge.g. intelligent routing to agents, reporting

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BENEFITS FOR THE CUSTOMER

• Almost no upfront investment necessary

• Shift from Capex to Opex (financial model)Shift from Capex to Opex (financial model)

• Hosted model provides higher flexibility for increase and decrease of capacity, lower risk, adapted to business growth

• No need to have specialized resources on site

• Fast and easy implementation

• One stop shop (“centralized support”)

• Focus on core business

• Application always updated and maintained

• Access to leading edge contact center solutions - all affordable opex cost

• Better disaster recover solutions

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BENEFITS FOR VODACOM

• Generate additional traffic in the network

• A “foot in the door” of customers before the network connection reaches theirA foot in the door of customers before the network connection reaches their

location (on premises solution)

• Additional argument to attract customers from competitors• Additional argument to attract customers from competitors

• Increase added value to customer and isolate against competition

• Wider footprint in the market with more added value solutions

• Vodacom can exploit image adapting business models to current economic

conditions (Marketing message)

• Allows to compete against the Hosted Solution CompetitorsAllows to compete against the Hosted Solution Competitors

• Managed CC solution can be used to lock in customer for longer terms.

MARKETING ACTIVITIES

• Brochure-ware

• Banners on the Internet

• Advertorial and Press Release in IT magazine

• Audio / Visio Sales Tool

• S l t i i t A t M t• Sales training to Account Management

• Product information on the Vodacom Business Portal

• Product of the Year 2009

• Product Demonstration capabilities in the Vodacom Image store

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CASE STUDY

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CUSTOMER PROPOSAL• Hosted Contact Centre based on Presence Technology hosted in the VB Data Centre

• 85 x Inbound/Outbound licenses with the vision of growth

8 V i R di li• 85 x Voice Recording licenses

• Scripting

• Dual Fibre links

• VPN (RT Class of Service for Voice)• VoIP Breakout to UK fixed and Mobile termination

• Hosting Facilities

FutureFuture

• 500 IB/OB agents in 3 months

• Inbound agents on Presence Technology

• Inbound Contact termination

• Additional outbound licenses

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THANK YOU!

April 7, 2011

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