accedo technologies marketing presentation india

Your Nearshore Bilingual BPO Partner that Exceeds your Customer Expectations

“We are You”

Who Are we….

Accedo Technologies was founded in July 2007 with the mission of becoming the preferred BPO bilingual partner of our clients by far exceeding the expectations of their clients. Our focus is to become the leader in BPO services in the nearshore or Central America region servicing consumers of bilingual and Spanish only BPO services in North America and Europe.

Accedo Technologies executives and founders have over 80 years of operating experience in successfully managing US Brands at the senior executive levels for Fortune 50 US companies and executive management of banking operations in the Central America region . We have firsthand knowledge of the business processes, HR management, systems engineering, global telecommunications and infrastructure engineering.

The Accedo Technologies team has extensive knowledge and experience in reengineering business processes for outsourcing and how value-added outsourcing strategies can be employed to gain competitive advantage. We have run businesses that have successfully deployed offshore BPO/ITO outsourcing on a global basis.

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Our Vision

We are the preferred bilingual BPO partner of our clients by far exceeding the expectations of their clients; We are you!


“Be a unique and exemplary employer that delivers “Best of Breed” bilingual BPO services to global enterprise customers in search of continued high-quality and value-added services. Our commitment to the well being of our employees, communities and contribution to the national economy of Nicaragua should be everlasting”

Our Mission

Our ValuesExceedComplyEngageCohereAppreciate

Executive TeamAlejandro Graham – Chief Executive Officer and PresidentAlejandro is a successful entrepreneur and banker who until 2006, led Banco de Finanzas to become the third largest bank of Nicaragua and the country’s largest in mortgage and consumer lending. Mr. Graham is a major equity holder and Board Member in several Tourist Resort Enterprises, Real Estate Development , Entertainment and Rental Car business. He has served on the Board of many financial and Insurance institutions in Central America.

Roger A. Pena – Executive Vice President and Managing Director, Mr. Pena is a veteran and worldwide known IT Director who has focused over the last 18 years in call center specific infrastructure and technologies He contributed to the implementation of best telecommunication engineering practices for connecting Indian outsourcers to US Corporations in the early days of the BPO/ITO industries. He has designed and built 20 class A contact centers in 5 Continents including a large ITO operations in Bangalore, India. Roger has earned many exceptional CEO awards at Bank of America, GAP Inc. and Providian Financial for his contributions to technology and global IT infrastructure

Federico Gadea – Executive Vice President and General Manager, Federico brings over 18 years of management and leadership experience working in the banking and financial sectors. He has a extensive expertise in business process analysis and leading the design and implementation of enterprise wide strategies resulting in considerable operational cost reduction. Federico extensive operational expertise in managing consumer operations, retail banking and corporate finance is one of Accedo’s best asset for running an optimized and successful operation

Tariq Alinur - Vice President and Director of Contact Center Operations, Tariq is a 20 year veteran in the BPO industry. He has successfully built and re-engineered over 10 operations worldwide. As founder of FirstRing , one of the very first successful BPO companies in India he delivered a World Class facility. As director of operations he has provided exceptional service to large Fortune 500 companies like Providian Financial and American Express. Tariq has also worked with several market leading Outsourcers in the US, Latin American and the Middle East. Most recently as Vice President of International Operations, he built a 500 seat Mortgage Processing facility for JP Morgan Chase in the Philippines. This facility has consistently outperformed it’s US and India counterparts and has become the showcase for JP Morgan’s success in Asia.

Confidential Information – Property of Accedo Technologies 411/27/2007

Accedo’s Business Description

Accedo Technologies focus is to participate aggressively and excel in the global BPO Industry by providing high quality bilingual services but not limited to the following business verticals:

Inbound/Outbound Customer Services and Cross SellingTelemarketingHelp DeskE-Mail/Chat and CorrespondenceClaim ProcessingGeneral AccountingOrder ProcessingData EntryBi-lingual Translation ServicesLegal Document Processing

Accedo Technologies supplement its products and services with management talent, vast technical and hands on operational expertise


Our Core Competencies

“Know-How” of the U.S. BPO Consumer MarketIn-depth Understanding of India’s Culture and BPO MarketOutsourcing/Insourcing Strategy and Enterprise Architecture Execution and Delivery of Outsourcing Initiatives WorldwideContact Center Operations and AdministrationHuman Resources ManagementIn-depth Knowledge and Experience of the Outsourcing industry in Asia, Europe, Central and South AmericaComplete Understanding of Industry Standards and RegulationsBridging Cultural GapGlobal Telecommunications and Systems Engineering Business Process Re-engineering Contract GovernanceRisk ReductionStrategic Partnerships and Alliances



Country Overview

How Nearshore is it?


Miami

Houston

Los Angeles

Nicaragua

Atlanta

5:203:15

3:25 2:05

Country Facts


Type of Government: Republic

Total Area: 50,338 Sq. Miles

Population: 5,457,208

Official Language: Spanish

Capital: Managua

Ethnic Mestizo: 69%White: 17%Black: 9%Indian: 5%

Average Temp: 85.8 F

Government and Politics

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Nicaragua is a constitutional democracy with executive, legislative, judicial, and electoral branches of government. In 1995, the executive and legislative branches negotiated a reform of the 1987 Sandinista constitution, which gave extensive new powers and independence to the legislature--the National Assembly--including permitting the Assembly to override a presidential veto with a simple majority vote and eliminating the president's ability to pocket-veto a bill.

The president and the members of the unicameral National Assembly are elected to concurrent 5-year terms. The National Assembly consists of 92 total deputies (90 elected from party lists drawn at the departmental and national levels, plus the outgoing president and the candidate who finishes second in the presidential race).

Freedom of speech is a right guaranteed by Nicaragua's constitution and vigorously exercised by its people. Diverse viewpoints are freely and openly discussed in the media and in academia. There is no state censorship in Nicaragua. Other constitutional freedoms include peaceful assembly and association, freedom of religion, and freedom of movement within the country, as well as foreign travel, emigration, and repatriation.

Economics(2006)

• GDPUS$ 5.0 billion

• GDP Growth3.7%

• GDP per CapitaUS$ 958.6

• ExportsUS$ 1.714 billion

• Foreign Capital InflowsUS$282 million


Demographics


-10.0% -8.0% -6.0% -4.0% -2.0% 0.0% 2.0% 4.0% 6.0% 8.0% 10.0%

0-4

20-24

30-34

40-44

50-54

60-64

70-74

80 and +

5-9

15-19

35-39

45-49

65-69

74-79

55-59

25-29

Males Females

Population: 5.4 Million People70% under the age of 25Workforce: 2.4 million

Literacy Rate:78% overall85% for ages 15-24 yrs.Over 92% for urban youth

Under-employment:30%

Education Enrollment


Building a Solid Education

National University System: 44 universities with total enrollment of over 95,000 students; 6% of national budget spent on college education.

Bilingual Education: 1 U.S. accredited English language university3 bilingual university programs5 bilingual high schools

INCAE: Harvard-affiliated regional business school ranked #1 in Latin America.

Technical Institutes: 113 technical institutes serving over 20,000 students.

Reverse Brain-Drain: International management experience of Nicaraguans who have recently returned to the country


Student Enrollment by Major(Top Ten Universities)


Bilingual Schools2007 Graduates and 2008 Registered


Labor Force Environment

Low Absenteeism• Less than 2% monthly in existing contact centers

Low Employee Turnover• Less than 1% monthly in existing contact centers

Flexible Labor Laws• 3 Standard work shifts – day, mixed & graveyard (48, 45 & 42 hrs per/wk)

Work shift reassignment without salary premiumAlternate work shifts negotiable between partiesEager to work and Exceed employer ObjectivesTen Anual Paid Holidays


Nicaragua is a Safe Country


36 36

24

12

6 5,5

0

5

10

15

20

25

30

35

40

El Salvador Guatemala Honduras Nicaragua Costa Rica U.S .A.

Homicides per 100 Thousand People

Infrastructure and Technology

• InfrastructureModern and easily accessible International AirportExcellent Hotel FacilitiesCompetitive Energy CostExtensive Highway and Transportation Network

• TelecommunicationsRedundant Fiber NetworksCompetitive IPLC Pricing to the U.S.Contact center technologies and support available from Major Suppliers Expertise for designing, deploying and operating contact center technologiesNetwork Connectivity to the U.S. can be provisioned in 4-6 weeks maximum


Advantages

Located 2-6 hours away from mayor U.S. CitiesTen Daily Flights to/from the U.S. (Served by major U.S. Airlines)Strong Cultural Affinity with the U.S.The Safest Nearshore LocationAvailability of Cost-Competitive, English-speaking PersonnelNeutral Spanish Language AccentGenerous Tax Incentives and Solid Legal Framework for Investment and Contact Center OperatorsMost Cost Effective Solution in the Region Diverse Telecommunications LinksModern Infrastructure based in U.S. standardsDR-CAFTA Member (Free Trade Commerce with the United States)


Nicaragua vs. Mexico

Mexico Nicaragua

Average Salary – Bi‐lingual Agent US$7,100 $6,000

Employer Contribution to Social Security(Percent of Wages)

20% 15%

Paid Holidays 12 10

Mandatory Company Profit Sharing Yes No

Spanish Accent Quality Unique – High Pitch Neutral

Crime Rate (per 100 Thousand) 32 12

Free Trade Agreements with the U.S. NAFTA CAFTA

Tax Holiday for BPO Business No Yes

Office Space Rental – Mexico City (Sq. m) US$16 ‐ US$22.00 US$10.00 – US$16.00


Business Opportunities

Excellent Location to Conduct Nearshore Bi-lingual BPO operationsCompetitive Rate per Productive HourFavorable Compared Currency Conversion RatesEmpowerment for Indian Outsourcers to offer Strategic Geographical DiversityEnabling your existing U.S. Clients to Market, Sale and Service its Products to the Fastest growing U.S. Hispanic PopulationAbility to service Spain with India Expertise and Nicaraguan Human ResourcesOn-shore and Nearshore U.S. teams with Extensive Business process and System Engineering expertiseEnglish and Spanish Accents Neutral and Common to the U.S. customerPartner with Accedo Technologies to expand BPO Operations to other Countries in the RegionMakes you Global



Technology Park

Location

Located in the beautiful scenery and largest route Managua – Granada 6 miles away from Managua’s new downtownAccessible to the largest concentration of qualified Human Resources (Granada, Masaya, Carazo and the explosive population growth of “Carretera Masaya”). 0.3 miles from Power SubstationServed by major fiber Optic/Sonnet rings4-7 miles from major Universities40 minutes from Managua International AirportServed by several public transportation routesBeautiful views of hillsThe first private Nicaragua Technology Park


Where in Managua


Park Layout


Aerial View


3D View


Park Amenities

Total property area: 15.7 Acres Controlled access gateAccess road for Buildings maintenance and serviceSewage Treatment Plant based on US standards and regulationsShuttle service to downtown Managua (Metro Centro) with stops at major intersections and UniversitiesDual access for Telecom ServicesIntra fiber-optic ringPBX and Data ServicesData Center / Co-location available 350 Parking StallsRelaxing LandscapingEnvironmental Friendly


Bus Shuttle Routes



Contact Center

Building Infrastructure

Integral Module of Accedo’s Technology Park Total Usable Area: 51,625 ft2

Estimated Completion Q4 2008Compliant to Managua and California building code/seismic standardsEnergy efficientCaterpillar Diesel Generator Network designed for high efficiency and high availabilityASCO Automatic Transfer Units10,000 gals. water reserve tankDual entrance for telecom carriers350 Parking StallsCafeteria and Chill-down RoomsPhysical Security and Surveillance SystemsSolar Panel ready roof


Contact Center Configuration

Agent Areas16:1 Supervisor to Agent ratio6:1 Team Lead to Supervisor ratio6:1 Contact Center Manager to Team Lead ratioWorkstation size (42”x 54”)Conference roomsChill-Down Room and CafeteriaLocker roomsIncubator /OJT Room

Training Rooms36 position per room (2)Multimedia EquipmentConfigurable Partitioning/Walls

Data CenterNew Standards DesignDual Precision A/CDual Circuit feedsDual Security Access18” raised floor


Outside View


Rear View


Contact Center BlueprintBasement


Contact Center BlueprintFirst Floor


Contact Center LayoutSecond Floor


Configuration Layout


Security

BS7799 CompliantWAN/LAN protected by Cisco Firewalls and IDS systems24 X 7 Camera Surveillance and Security GuardsCCTV System with DVD recording capacitySecurity Management System (Proximity ID Card Sensor and Key Pad)Mission Critical Areas secured by dual access control systemsMultiple levels of security for controlled access to all areasWAN/LAN/VPN Security based on Cisco SAFE Blueprint


Data Center

Dedicated UPS System and Diesel GeneratorRaised floor (18”)Panduit structured cabling and cable management systemsPanduit racks for voice and data systems2 Precision Liebert HVAC unitsFM200 Fire Suppression SystemWater and humidity sensors strategically locatedFire proof windowsIndependent electrical panelsCCTV camera surveillanceControlled access (dual digital locks)Power stabilizers by Liebert UPS systemsRack Systems Earthquake Proof


Core AC Power Infrastructure


Project StatusAs of 05/15/08

Human Resource Strategy and Hiring Plans in progressEstablishing US Marketing and Sales Office in Northern California and SpainContracted K&L Gates Law Office for US Legal representationListed in D&B under registration # 9548371507Building Structure in transit to NicaraguaLand filling/leveling in progress Electrical, Voice and Data network Designs completedTechnology equipment selected and pricing negotiatedWaste Treatment Plant in engineering phaseIn business discussion with large U.S. and Spanish Companies


Why Accedo is your Right Partner

In-depth Knowledge and Experience of the Outsourcing industry with particular emphasis on India, Philippines and Argentina

We have strategic partnerships and alliances with qualified resources in the areas of:

Contact Center and Data Center Design and EngineeringContact Center and Back Office ManagementSupply Chain ManagementEnterprise OperationsSecurity ComplianceResult ManagementGovernanceTelecom and Systems Engineering

We understand the financial regulations of the US Financial, Insurance and Technology sectors

We guarantee Risk Reduction in your Investments

We fully understand the Nicaraguan, India and American cultures11/27/2007 45Confidential Information – Property of Accedo Technologies

Partnership Advantages

In-depth understanding of US Customer requirements, Demands and Service Level ExpectationsIn-depth understanding of US Standards and Regulations in the Banking/Financial and Technology sectorsSeasoned Engineering and Management TeamExperienced in Understanding and Bridging Cultural GapsIn-depth experience in executing outsourcing projects in Asia, Europe and Latin AmericaGlobal Network of ITO/BPO business PartnersExtensive experience in the Planning, Execution and Delivery of major BPO Call and Data Center infrastructures in the US, Europe, India and Latin AmericaIn-depth understanding of the Nicaragua CultureIn-depth knowledge of the BPO Industry in the Central American Region
