Empowering Your Business

CLIENTECLIENTECLIENTECLIENTE EMPRESAEMPRESAEMPRESAEMPRESA

• Forward is a tool developed for companies seeking to improve the performance of their business

• Forward was conceived from two viewpoints:

FORWARD

CompanyCompanyCustomersCustomers

Generate satisfaction and loyaltyGenerate satisfaction and loyalty

In-depth knowledgeIn-depth knowledge

Provide them with an unforgettable experience

Provide them with an unforgettable experience

Increase the quantity andProductivity of interactions

Increase the quantity andProductivity of interactions

Generate innovations and/ormake information-based corrections

Generate innovations and/ormake information-based corrections

Obtain business informationObtain business information

Evaluate the performance of thedifferent sectors of the company

Evaluate the performance of thedifferent sectors of the company

Maximize businessMaximize business

• Companies today must achieve:– Do more with less– Increase sales and profits– Generate loyal and faithful customers

• An intelligent Contact Center contributes to these objectives and improves customer experience by maximizing each interaction with them

Business Challenges

Why a customer care focus?

• 92 % of consumers form an opinion about a company’s image through their interaction with a Call/Contact Center

• 62 % of customers stop using a company’s products or services if they have a bad experience with the Contact Center

• 77 % of companies believe that a Contact Center is extremely critical to the success of their business

Source: Gartner Group

92%

62%

77%

Solution Options

• Forward was designed as a modular solution• It can cover the various functions necessary to

run a smart Contact Center, such as:

– Communications Applications– Business Applications

Communications ApplicationsForward SmartForward SmartForward SmartForward Smart

IntegralSolution forMultimedia Contact Routing or can be added to the current telephone central

Completelymodular,scalable,and configurable

IntegralSolution forMultimedia Contact Routing or can be added to the current telephone central

Completelymodular,scalable,and configurable

Forward IVRForward IVRForward IVRForward IVR

Forward IVRis both anIntegral IVR as well as a tool that allows its integration with existingIVRs

Forward IVRis both anIntegral IVR as well as a tool that allows its integration with existingIVRs

Voi

ceV

oice

Voi

ceV

oice Forward Smart Router can route calls automatically or

manually. One of the most important features is Skill Based Routing, where each contact is assigned to the best resourceavailable according to its capabilities

Forward Smart Router can route calls automatically or manually. One of the most important features is Skill Based Routing, where each contact is assigned to the best resourceavailable according to its capabilities

Mai

lM

ail

Mai

lM

ail Forward Smart Router has the ability to route

mails based on words or preconfigured chains of words with the address searched. For instance, all the e-mails that mention "maintenance” can be routed to the Maintenance Supervisor.

Forward Smart Router has the ability to route mails based on words or preconfigured chains of words with the address searched. For instance, all the e-mails that mention "maintenance” can be routed to the Maintenance Supervisor.

Fax

FaxF

axF

ax It has the ability to manage faxes and allows inbound and outbound campaigns automatically. The information is extracted from faxes, sent to a DB and automatically sent to recipients

It has the ability to manage faxes and allows inbound and outbound campaigns automatically. The information is extracted from faxes, sent to a DB and automatically sent to recipients

Cha

tC

hat

Cha

tC

hat Among the features, Forward Smart Router has a Chat

Module that allows for internal communications as well aswith customers. Among other things, it allows to broadcastmessages to the agents without interrupting their ongoingcalls

Among the features, Forward Smart Router has a Chat Module that allows for internal communications as well aswith customers. Among other things, it allows to broadcastmessages to the agents without interrupting their ongoingcalls

Business ApplicationsForward TouchForward TouchForward TouchForward Touch

Integral businesssolution for a Contact Centerthat allows forits bestperformance andfunctioning

Integral businesssolution for a Contact Centerthat allows forits bestperformance andfunctioning

CC

CC

CR

MC

RMCC

CC

CR

MC

RM Through this application one can address incoming calls and manage outgoing

campaigns. FORWARD Touch shows each call with the information needed to meetthe customer in a personalized manner and improve their experience

Through this application one can address incoming calls and manage outgoing campaigns. FORWARD Touch shows each call with the information needed to meetthe customer in a personalized manner and improve their experience

Rec

ord

erR

eco

rder

&Q

M&

QM

Rec

ord

erR

eco

rder

&Q

M&

QM This feature allows one to record conversations in a selective manner

to generate records. With the general philosophy of FORWARD, the recordings can be associated with the business indicators

This feature allows one to record conversations in a selective manner to generate records. With the general philosophy of FORWARD, the recordings can be associated with the business indicators

Cam

pai

gn

Cam

pai

gn

Man

ager

Man

ager

Cam

pai

gn

Cam

pai

gn

Man

ager

Man

ager

High-level module that allows optimization of outgoing contacts in a Call / Contact Center inside a multi-operating environment and the simultaneous execution of multiplecampaigns. It also enables non-expert operatives to configure it

High-level module that allows optimization of outgoing contacts in a Call / Contact Center inside a multi-operating environment and the simultaneous execution of multiplecampaigns. It also enables non-expert operatives to configure it

Wo

rkfl

ow

Wo

rkfl

ow

Wo

rkfl

ow

Wo

rkfl

ow

Allows you to define workflows for each business process that a company has. Througha graphical tool, a supervisor can define the stages of a task during the workflow and the actions needed

Allows you to define workflows for each business process that a company has. Througha graphical tool, a supervisor can define the stages of a task during the workflow and the actions needed

Sch

edu

llin

gS

ched

ulli

ng

Sch

edu

llin

gS

ched

ulli

ng

It can manage schedules and the allocation of appointments and tasks, and can be used in a variety of applications. It consists of a set of different agendas, so one can organize appointments on a more general level

It can manage schedules and the allocation of appointments and tasks, and can be used in a variety of applications. It consists of a set of different agendas, so one can organize appointments on a more general level

Ap

plic

atio

nA

pp

licat

ion

Co

nec

tor

Co

nec

tor

Ap

plic

atio

nA

pp

licat

ion

Co

nec

tor

Co

nec

tor

FORWARD can be used as a front-end application for the Call / Contact center agents.In some cases it may be necessary to integrate systems that are being run by the customer, for example: ERP

FORWARD can be used as a front-end application for the Call / Contact center agents.In some cases it may be necessary to integrate systems that are being run by the customer, for example: ERP

Servicios ProfesionalesSSPPSSPPSSPPSSPP

The success of any Call /Contact Center project and the achievement of the planned ROI is closely tied to the quality of SSPP applied at all stages of the process

The success of any Call /Contact Center project and the achievement of the planned ROI is closely tied to the quality of SSPP applied at all stages of the process

Des

ign

D

esig

n

&&Im

ple

m.

Imp

lem

.

Des

ign

D

esig

n

&&Im

ple

m.

Imp

lem

.

The study of the needs of particular businesses with the proper selection and planning stages are vital to obtain the expected results. For full implementation we provide all our know-how in project management to ensure compliance with the planned design

The study of the needs of particular businesses with the proper selection and planning stages are vital to obtain the expected results. For full implementation we provide all our know-how in project management to ensure compliance with the planned design

Dev

olo

pm

ent

Dev

olo

pm

ent

&&In

teg

rati

on

Inte

gra

tio

n

Dev

olo

pm

ent

Dev

olo

pm

ent

&&In

teg

rati

on

Inte

gra

tio

n

We have vast experience in the integration of communications with business applications and companies’ processes.We also work with multiple manufacturers, technologies and suppliers

We have vast experience in the integration of communications with business applications and companies’ processes.We also work with multiple manufacturers, technologies and suppliers

Co

nsu

ltan

cyC

on

sult

ancy

Co

nsu

ltan

cyC

on

sult

ancy

A Call / Contact Center platform, like any technology, is a powerful tool. Its proper use is essential to achieve the planned impact. Customized high-quality operational training programs are given at our Human Resources Center and give our experts the tools and knowledge to use this technology.

A Call / Contact Center platform, like any technology, is a powerful tool. Its proper use is essential to achieve the planned impact. Customized high-quality operational training programs are given at our Human Resources Center and give our experts the tools and knowledge to use this technology.

Kn

ow

led

ge

Kn

ow

led

ge

Tra

nsf

erT

ran

sfer

Kn

ow

led

ge

Kn

ow

led

ge

Tra

nsf

erT

ran

sfer

Support Services and Help Desk, Corrective, Preventive and Proactive Maintenance ensure the highest levels of availability and appropriate use for the future of the center

Support Services and Help Desk, Corrective, Preventive and Proactive Maintenance ensure the highest levels of availability and appropriate use for the future of the center

Su

pp

ort

Su

pp

ort

&&M

ain

ten

ance

Mai

nte

nan

ce

Su

pp

ort

Su

pp

ort

&&M

ain

ten

ance

Mai

nte

nan

ce

The operation of a Call / Contact Center with appropriate, quantitative and qualitative SLA, demands selection and management abilities from human resources, as well as measurements and management expertise. Our Consulting Unit in Contact Centers advises and works together with your company in terms of technological and operational capabilities

The operation of a Call / Contact Center with appropriate, quantitative and qualitative SLA, demands selection and management abilities from human resources, as well as measurements and management expertise. Our Consulting Unit in Contact Centers advises and works together with your company in terms of technological and operational capabilities

About Us• Started Operations: 1979

• Coverage:– Current: CALA– 2Q09: Spain– Headquarters: Montevideo,

Uruguay

• Legal Entities:– Uruguay– Chile, México, Argentina– Where the business requires

• Languages:– Spanish, Portuguese, English,

French

Out Team• 140 people:

– 95% in contact with customers; 5% Backoffice– 90% Technical Training/Professional

Services, Consulting, PMEngineering; 75% (Engs/Tech)

Sales 20%

Admin & Back Office 5%

Software Development: 25 (Eng/Analysts)Software Development: 25 (Eng/Analysts)

Business Profile : Engineers, IT Analysts, and CommunicationsBusiness Profile : Engineers, IT Analysts, and Communications

Our Experience

• We hace implemented Call/Contact Center projects reaching:

16 countries16 countries

17.000 seats17.000 seats

+80 C.Centers+80 C.Centers

+40 ForwardImplementations

+40 ForwardImplementations

FORWARD CONTACT CENTER SUITEFORWARD CONTACT CENTER SUITE

PROFESSIONAL SERVICESPROFESSIONAL SERVICES

CONTACT CENTER EXPERIENCECONTACT CENTER EXPERIENCE

++

HIGH PERFORMANCEHIGH PERFORMANCECONTACT CENTERS ANDCONTACT CENTERS AND

OPTIMAL ROIOPTIMAL ROI

-Forward Smart Router-Forward IVR-Forward Touch

-Forward Smart Router-Forward IVR-Forward Touch

-Voice-Fax

-Voice-Fax

-Mail-Chat

-Mail-Chat

-CC Crm-Recorder & QM-Campaign

Manager

-CC Crm-Recorder & QM-Campaign

Manager

-Workflow-Scheduling-Application

Conector

-Reporting

-Workflow-Scheduling-Application

Conector

-Reporting

-Design & Implementation-Development & Integration-Knowledge Transfer-Support & Maintenance-CC Consultancy Services

-Design & Implementation-Development & Integration-Knowledge Transfer-Support & Maintenance-CC Consultancy Services

-16 countries-17000 seats-80 CC-40 Forward implementations

-16 countries-17000 seats-80 CC-40 Forward implementations

-Better experiencewith customers

-Better indicators

-Better experiencewith customers

-Better indicators

-Satisfaction-Sales

-Satisfaction-Sales

-Profitability-Decision-making

-Profitability-Decision-making

++

Solution Architectures

Stand Alone Solution Architecture

Multiplatform Architecture

Native Integration Architecture

New in FORWARD 4.0

• Own voice recorder• Own IVR• Own multimedia router• Own dialer

New in FORWARD 4.0

• Technological evolution of the product• Smart Client Technology

– Smart Client technology allows for the modification or updating of applications in a centralizedway and, through the Internet, “randomize” the application’s use

– In turn, this structure opens opportunities for teleworking and permits the use of “Virtual Contact Centers” that are implemented through the “hosting” of CRM applications

Nuevo en FORWARD 4.0

• Virtual Agent– Customers access the Applications Server

through Windows Communication Foundation

• Interface– Better user experience (Windows Presentation

Foundation) – Look & Feel Microsoft CRM like

New in FORWARD 4.0

• CRM – Clearer knowledge about each person. “Customer file”

where all the information and previous interactions are kept. The agent or supervisor can attach documents, add data, etc.

– Enhanced search capabilities. It is possible to view the customer in a single display:

• Carried out campaigns• Running campaigns• WF processes (open, closed, etc.)• Complete contacts and forms history

New in FORWARD 4.0

• Integration– Forms with access to Web Services– Configurable Environment Variables

• Access to internal and external databases• Access to Web Services

– Embedded Web forms– Integrated agenda with Exchange

New in FORWARD 4.0

• Scripting– Surveys in Tree Forms– Information Entry Form with Graphic Design– Images in Forms

• Campaign Manager – Campaigns integrated to FORWARD’s CRM– Not Call List

New in FORWARD 4.0

• Means– Email Routing– Chat Standalone with clients– Web campaigns

• Receiving or sending workflow based on Windows Workflow Foundation

• Internet reporting

New in FORWARD 4.0

Sample Screens

Information Form

• The information form viewed by the agent

• Agent’s view of a website

Information Form

• Agent’s view of the running agenda form. The hours that are highlighted in color are reserved

Agenda Form

• This screen displays the data of customers and contacts included in FORWARD

Customer Card/File

• Agent’s view of the campaigns. This shows the data of contacts to be called, call history, additional data, and the forms previously made

Campaigns

• In this screen one can configure and modify the survey information previously entered. Several types of surveys can be conducted, for instance, customer satisfaction surveys

Survey Settings

• Setup of information forms and modification of the text and format previously created. This type of form displays information to the agent when he/she receives a call or initiates an interaction

Information Form

• Configuration data for each campaign (type, name, service, etc.)

Campaigns

Campaigns | Terms

• Screen creation, maintenance, and allocation for scheduling campaigns

Campaigns | Contacts

• Contacts entry screen for use in campaigns. One may also choose from contact previously entered in FORWARD

Campaigns | Results

• Setup of possible results/campaign categorizations. This is where the agent classifies the status of a call, for example, “No Answer”, “Completed Call”, etc.

Campaigns | Agents

• Agent assignation screen

Forward Workflow• States and

Operations• Each moment the

task is in a state. The following operations to be performed depend on this particular state.

Web Configuration (Administration)• Monitoring of server

resource usage

Web Configuration (Administration)

• Simple route configuration

Web Configuration (Administrator)

• Add extensions for agents in a simple manner

Basic Hardware and Software All In One Box Solution

HW & SW RequirementsBasic HARDWARE and SOFTWAREForward Server

•Intel Dual Core 3Ghz, Motherboard with 5 slots PCI•2 Gb RAM Memory•Hard Drive 100 Gb•Windows 2003 y 2008•Compatibility database (not included)

– SQL Server 2005, 2008 –Oracle 10g–MySQL

Forward Touch Server•IBM Server•Intel Dual Core 3Ghz, Motherboard with 5 slots PCI•3 Gb RAM Memory•Hard Drive 200 Gb•Network card (Not onboard)•Network plates

Plate E1/T1 Digium (30 digital lines)Plate TDM800P Digium (8 analog lines), TDM2400P Digium (24 analog lines), or another Digium card with a TDM line.

Agents and Supervisors PC•Pentium IV•1Gb RAM Memory•Hard Drive 60 Gb•Windows XP or Vista•Good quality headset (Plantronics)

Phones•Softphones

–Xlite (ISBEL)–Xten

•IP–Polycom–Linksys–LG-Nortel

Forward Business References

UruguayUruguay

Forward Front End References

ChileChile

MexicoMexico

Forward Front End References

Dominican RepublicDominican Republic

Other countriesOther countries

Forward Front End References