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Presence Technology

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Presence Technology is a worldwide leading provider of Multi Channel Contact Center software, deployable Hosted or On Premise. The complete Contact Center Suite was created and developed in a large Multi Channel Call Center in Europe. Therefore, Presence’s advantage relies on a deep understanding of the Contact Center daily operations.Presence Suite Solutions are recognized as the most flexible, the easiest to integrate with other systems and the most user friendly solutions in the Contact Center industry.The highly qualified professionals at Presence work with numerous world class partners throughout North America, Europe, Latin America and South Africa who stand behind and provide support for any project around the world.

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Page 1: Presence technology (English

Presence Technology

Page 2: Presence technology (English

About Presence TechnologyAbout Presence Technology

Our mission:to assist our clients with theto assist our clients with the

tools and expertise to help them exceedto help them exceed

their contact center goals while forging a lastingwhile forging a lasting

relationship based on trust and service.

Presence [email protected]

Page 3: Presence technology (English

Corporate Overview0 in Review• Presence is a global Software Company with

– 50,000+ users

0 in Review

– Customers in more than 20 Countries• Founded in 2001

– No Debt and Cash Flow Positive since its inceptionNo Debt and Cash Flow Positive since its inception– Presence Technology is part of Valora Corporation

• Global Fin’l Svces firm with market capitalization of US $200 million+

• Expert management team with 75+ years in ContactExpert management team with 75 years in Contact Center Market– 71 people strong and growing

• Offices:• Offices:– WW Headquarters: Madrid (Spain)– WW Development: Barcelona (Spain)

U S H d t Atl t GA– U.S. Headquarters: Atlanta, GA – Latin America HQ: Bogota, Colombia

Presence [email protected]  Technology 2010  ®   

Page 4: Presence technology (English

Product Awards

Presence [email protected]

Page 5: Presence technology (English

Client AwardsCLIENT AWARD

• CRC GOLD 2009: Best Banking CallCenter Operationp

• CRC GOLD 2009: Best CollectionsApplication

• CRC GOLD 2009: Best Public Safety Application

• CRC GOLD 2009: Best Customer ServiceMultichannel Application (Philips)

• National BPO awards by BPeSA: yTechnical Innovation of the Year 2009

Presence [email protected]

Page 6: Presence technology (English

Client Awards Con’tCLIENT AWARD

• CRC GOLD 2008: Best Outsourcer• CRC GOLD 2008: Best Customer Service StrategyCRC GOLD 2008: Best Customer Service Strategy• CRC GOLD 2008: Best Customer Service

Application• CRC GOLD 2008: Best Utilities Application• CRC GOLD 2009: Best Outsourcer• CRC GOLD 2009: Best Utilities Application• CRC GOLD 2009: Best Help Desk Appliction

• CRC GOLD 2008: Best CustomerService Center

• CRC GOLD 2008: Best ContactCenter Multi-sector

• Premio AIAREC 2008: Best CallCenter in Latin AmérciaCRC GOLD 2009: Best Application• CRC GOLD 2009: Best Applicationand Experience with Travel and Tourism

Presence [email protected]

Page 7: Presence technology (English

Loved by Business Users

• Operations can make changes on the fly• Fast adaptation to new business needs• Fast adaptation to new business needs• More work done with less personnel (all areas)• Unified Administration for ease of managementUnified Administration for ease of management• Built by Contact Center Experts for Contact Center

Expertsp• The industry’s best time to profitability

Customer Experience:Customer Experience: Customer references indicate good support of all implemented

systems and components. Requests for changes and modifications are dealt withefficiently and are typically incorporated into future releases of the productefficiently and are typically incorporated into future releases of the product.

Gartner Group 2009 Magic Quadrant for E‐Service Suites

Presence [email protected]

Page 8: Presence technology (English

We are in Good Companyp y

Presence [email protected]

Page 9: Presence technology (English

The Presence Value Propositionp

C lli P d & S iCross‐selling Products & Services

Measuring & Improving Service

Reporting  and Analysis

Process Improvements 

Presence [email protected]

Page 10: Presence technology (English

Presence Product Portfolio

Recording and Quality

Custom Reporting

Supervisor Dashboards

All-in-one & Multipoint Suite Customer Interaction Hub Built-in Quality Management

Supervisor Dashboards

Unified Adminstration

All in one & Multipoint Suite

Multichannel & Back office

Universal Queue Management

Customer Interaction Hub

SIP enabled

Full CC IP solution

Built in Quality Management

Self Service, IR, and ERMS

Full Virtual CC support

Presence [email protected]

Page 11: Presence technology (English

Best‐in‐Call Unified or Modular Solution

ROBO DIALING

INBOUND CALL HANDLING

BEST IN CLASSDIALER

ROBO DIALING AND SURVEYS

BRANCHED SCRIPTING

EMAIL, SMS,& CHAT

BACK OFFICE

COREUnified CoreSCRIPTINGPRE‐ AND POSTCALL WORKFLOWREAL‐TIME

& CHAT

IVR

CALL & SCREEN REAL TIMEMONITORING

DYNAMICREPORTS

CALL & SCREENRECORDING

INTEGRATION

LIST MANAGEMENTDASHBOARDS

Presence [email protected]

Page 12: Presence technology (English

Value-added Services• Strategic Contact Center Consulting

– Operations– Technology

• Professional ImplementationE d t E d P j t M t– End-to-End Project Management

– Integration Services to any Application• Product TrainingProduct Training

– On-site, Remote or Train-the-Trainer• Global Support

– Level 1, 2 and 3

Presence [email protected]

Page 13: Presence technology (English

Global Experience and Supportp pp

• 71+ Professionals Worldwide– Spain– USA

Colombia– Colombia– South Africa

• Follow the Sun Supportpp• Published SDK• Train the Trainer Approach• Born in the Contact Center• More than 50,000 users WW using Presence

Best TCO in the Market• Best TCO in the Market

Presence [email protected]

Page 14: Presence technology (English

Thanks!NORTH AMERICA1200 Ashwood ParkwaySuite 410

EUROPEOrense, 68 – 4º Izq28020 Madrid Spain

CARIBBEAN & LATAM

Cll 93 No. 19B‐66 Of Suite 410Atlanta, GA 30338T: +1 800 847 3309

28020 Madrid, SpainT: (+34) 93 10 10 300

Comte Urgell, 240 3º08036 Barcelona Spain

401  Bogotá, Colombia

T: + 57 (1) 381 9386

Calle 64ª No 21 50AFRICA

08036 Barcelona , SpainT: (+34) 93 10 10 300

Calle 64ª  No. 21‐50Manizales, CaldasColombia

T: +27 11 461 3286

www.facebook.com/PresenceTechwww.twitter.com/PresenceTech

www.linkedin.com/companies/Presence‐Technology

Presence [email protected]@presenceco.com