call center workplaces deltia/company_profile_2006_eng.pdf · content and application services...

NEWSPHONE headquarters

Reception area

Main Data Center

Sound editing studio

Call Center workplaces

View of a workstation

View of a Citizen Service Center (in Athens) - E-Government solutions at the citizens’ service

Since its establishment, NEWSPHONE’s key points of reference are foresight and flexibility towards the needs

and demands of the market.

Steadily focused on continuous research, design and delivery of innovative services and products, our company

foresees the future needs of its clients and explores new fields and horizons of activity. Thus, NEWSPHONE

continues its growth course remaining at the forefront of any developments, while being active beyond

the Greek boundaries.

Being a pioneer in the provision of innovative content and application services, NEWSPHONE successfully

responds to the challenges raised by the constantly changing business environment.

NEWSPHONE is continuously on guard to face the challenges and opportunities created by the dynamically

evolving business world. To achieve this, the company counts on its extensive experience, know-how and

strategy, in order to preserve and enhance its position in the domestic market, as well as to expand in new

markets both geographically and technologically.

Taking advantage of the developing and promising South-East European markets and economies, the company

is delineating its investment plan with consistency and responsibility, setting as its main target the swift response

and total fulfillment of its clients’ needs, be they professional users or private individuals.

Continuously investing in its most precious capital, which is its highly specialized human resources that devotedly

and systematically materialize new ideas into everyday reality, NEWSPHONE will go on molding the premises

and giving shape to new advantages that will enhance its capacity to exploit future possibilities to the fullest.

George Theodossis

BoD Chairman

NEWSPHONE COMPANY PROFILE ’06 05

Creates Communication

NEWSPHONE COMPANY PROFILE ’06

NEWSPHONE HELLASThe parent company of the Group, NEWSPHONE HELLAS, is a pioneer

in the domestic market in the provision of innovative communication,

content and application services through alternative networks

of fixed and mobile telephony and the Internet.

CALL CENTER HELLASCALL CENTER HELLAS, a Group member,

is today one of the largest companies in Greece,

providing specialized telephone support services.

The company has implemented very complex

and demanding telephone services projects

in our country.

NOETRONNOETRON, a member of the Group,

implements and operationally supports integrated

IT systems and provides e-Government services.

07

NEWSPHONE COMPANY PROFILE ’06 NEWSPHONE COMPANY PROFILE ’06

Since its establishment in March 1995, NEWSPHONE has set the target of becoming the top company in the provision of innovative communication, content and application services through alternative networks of fixed and mobile telephony and the Internet. Through the continuous development of innovative products and services, the company constantly penetrates new market sectors, by investing in infrastructure, state-of-the-art technologies and highly professional personnel.

1995 Foundation of NEWSPHONE HELLAS.The company buys off 50% of CALL CENTER HELLAS, in order to implement and provide specialized telephone support services.

2002 A turning-point year, as the company starts its collaboration with the Greek State on the realization of important e-Government projects in Greece, as for example the so called “ARIADNE” project for the Ministry of Interior, Public Administration and Decentralization, the passengers’ telephone support service for the Hellenic Railways Organization (OSE) and many others.

2003 In January 2003, the company is listed in the Athens Stock Exchange.In August of the same year, the company establishes its subsidiary NOETRON, in order to develop Integrated Information Systems and to provide e-Government services.

2004 The company signs important collaboration agreement with the “ATHENS 2004” Organizing Committee for the provision of general and specific information regarding Voluntarism and the Torch Relay and with Ticketmaster for the provision of the Games’ tickets.

2005 The company launches its 11880 National Directory Assistance Service.

09

We constantly penetrate new market sectors, by investing in infrastructure, state-of-the-art technologies and highly professional personnel.

NEWSPHONE COMPANY PROFILE ’06

GOALS To create the conditions that will enable us to make the best out of current as well as of future

opportunities.

To explore and constantly develop innovative services and products by means of investing in state-of-the-

art technology and in specialized human resources, which will enhance NEWSPHONE’s competitiveness

in the markets.

VISIONTo become the center of excellence both in the Greek market as well as in the broader region of South-

Eastern Europe as the most reliable and modern provider of innovative communication, content

and application services through alternative networks of fixed and mobile telephony and the Internet

Our vision is to maintain and strengthen our company’s competitive advantage which is to flexibly design

and provide innovative services and products based on the know-how, the ingenuity and creativity

of our people.

11

We advance our competitive advantage, by flexibly designing and providing innovative services and products.

NEWSPHONE COMPANY PROFILE ’06 13NEWSPHONE COMPANY PROFILE ’06 13

Aiming at responding to contemporary demands, we provide value added services of an interactive, informative and entertainment nature.

NEWSPHONE’s activities are divided

into three main business units:

the provision of Value Added Services,

e-Government Services and Thematic Portals.

VALUE ADDED SERVICES

Since its establishment, NEWSPHONE continuously develops and

provides innovative value added services that are addressed either to

the end user (B2C) or to businesses (B2B).

These services are provided through all available types of communication

such as voice, SMS, MMS, e-Commerce, WAP etc. and are divided into

interactive media, informative and entertainment services.

NEWSPHONE COMPANY PROFILE ’06 15NEWSPHONE COMPANY PROFILE ’06 15

INTERACTIVE MEDIAThe Interactive Media category comprises of applications constantly developed by NEWSPHONE, in order

to offer interactive and up-to-date services to special client categories, such as the mass media (TV and radio

stations), consumer products companies, mobile telephony companies etc.

Mobile Marketing services occupy a prominent position in this category. By using unique state-of-the-art

technology, NEWSPHONE designs and implements a wide range of mobile marketing programs for large

companies of several sectors both in Greece and abroad.

TV voting

Games

Quizzes

ASP Marketing

INFORMATIVEThe informative services provided by NEWSPHONE have been designed to meet the specialized needs

of the users, providing them with the opportunity to obtain constant (real-time) access to preferred

information, via live communication, recorded messages, the Internet or teletext.

The specialized content management teams update the data on a 24hour basis, in order for the user

to always obtain valid and timely information.

Sports results

Weather forecast

Entertainment programs

Means of Mass Transportation routes information

ENTERTAINMENTNEWSPHONE has developed a complete range of entertainment services-in-house as well as in collaboration

with well-known foreign companies. The company owns and provides a wide range of services for mobile

phones such as Ringtones, Logos, Realtones, Java games etc., provided to the users via collaborating

telephony networks. Equally, NEWSPHONE has developed numerous WAP Portals and i-mode sites

(meteonews, ringtones, wallpapers etc.) in collaboration with various mobile telephony companies.

In specific, NEWSPHONE has created the Madonna WAP site, including content with reference to the famous

artist via the MyCosmos services menu as well as other Mobile Internet sites, such as Meteonews.vivo.gr,

Ringtones.gr, Mobile.music.vivo.gr, Wallpapers.vivo.gr, and the KINO WAP site for the Vodafone live menu.

In sum, NEWSPHONE’s Infotainment services are the following:

Ringtones

Real tones

Full Track Downloads

Java games

SMS / MMS applications

Community services

Mobile WAP portals / i-mode sites

E-GOVERNMENT

NEWSPHONE, by flexibly responding to the requirements

and demands of contemporary times, has the privilege

to set the standards of e-Government in Greece.

NEWSPHONE develops and implements complex projects

for the Greek State, thus enabling it to provide one-stop,

on-line information and services to the Greek citizens.

NEWSPHONE studies the operational procedures of various Public Agencies and Organizations, gathers

information on governmental “products”, processes it, organizes its content, standardizes it and automates

its digital production and its provision to the citizens.

The understanding of the sequence of the actions and synergies required, as an imperative for the realization

of the principles of e-Government, constitutes precisely the core of NEWSPHONE’s supremacy in this sector.

We realize complex projects for the Greek State, so as to provide Greek citizens with one-stop, on-line information and services.



The “ARIADNE” project – contracted to NEWSPHONE following an international bid – is the

first concrete step towards the adoption of the e-Government model in Greece. The successful

implementation and operation of “ARIADNE” along with the warm reception it received in the

whole country, has rendered NEWSPHONE strategic partner of the Greek State. The second stage

of the project due to be completed by 2008, has also been commissioned to NEWSPHONE through

an international competition procedure.

In the frame of the first stage of the “ARIADNE” project, NEWSPHONE has undertaken the collection,

processing and classification of Public Administration information, interconnected the Citizen Service

Centers (CSCs) as part of a single VPN and developed a Helpdesk to provide operational support over

the telephone. NEWSPHONE also developed the multilingual web portal www.kep.gov.gr, which is

hit by more than 10,000,000 visitors on a monthly basis, while the 1564 Call Center serves more than

160,000 calls a month. Finally, NEWSPHONE has developed an application for the automatic handling

of more than 190,000 citizen requests per month.

The collaboration between NEWSPHONE and the Greek State is not confined to current e-Government

projects, but it is constantly enriched with new projects which aim at a wider coverage of the increased

citizen needs.

Making the best possible use of its infrastructure and specialized staff, NEWSPHONE creates the premise

for the interconnection of various State Agencies and Organizations rendering it possible for them

to communicate with each other in order to provide information services to the citizens.

OTHER E-GOVERNMENT PROJECTS

Aiming at best serving special categories of citizens,

NEWSPHONE provides specialized services,

the most important of which are the following:

Provision of general and customized information to the people insured by the Agricultural

Insurance Organization (OGA) via a 4-digit telephone number.

Handling of passengers’ phone calls - on a 24hour basis - on train routes, availability, prices

and ticket reservations via the 4-digit number 1110 of the Hellenic Railways Organization.

More than 1,800,000 incoming calls are handled on a yearly basis.

Development and implementation of the new System of Automated Composition of Published

Material for the Government Gazette (FEK). The purpose of this system is the installation

and operation of an Information System that automates the collection of the material,

the production process as well as the management and distribution of the Government

Gazette to citizens, businesses and the Public Administration.

In collaboration with the “ATHENS 2004” Organizing Committee, the company provided

general and specific information regarding the Torch Relay and Voluntarism. In addition,

in collaboration with the company Ticketmaster, NEWSPHONE provided the public with

information on the Games’ tickets and staffed a number of ticket counters.


Today, NEWSPHONE has interconnected - among others - the informational systems of the Conscription

Service, the Criminal Records, the Special Registry Office, the Naval Retirement Fund (NAT), various

Trade Chambers and the Hellenic Agricultural Insurance Organization (ELGA), with the platform for the

automatic handling of citizen requests, further extending the electronic services provided to the citizens

by the CSCs.

M-GOVERNMENT APPLICATIONSNEWSPHONE has also developed m-Government applications. The company has given the citizens

registered in the largest precinct of the country the ability to send an SMS with their name, surname

and place of birth to a 4-digit number and to directly receive via SMS information about the electoral

branch in which they vote.

E-LEARNINGWithin the framework of the “ARIADNE” project, NEWSPHONE has developed platforms for the

synchronous and asynchronous distant training of the CSCs employees. These platforms allow users

to practice on various applications (hands-on training) and enables them to interactively communicate

with the instructors. To date, more than 3,500 users have been trained through these platforms.


THEMATIC PORTALSNATIONAL DIRECTORY ASSISTANCE SERVICE 11880NEWSPHONE, steadily oriented towards the direct and flexible response to contemporary market needs,

developed the National Directory Assistance Service via the number 11880.

The 11880 Service is available 24x7 with a constantly updated and enriched content, always ready

to respond promptly and accurately to any telephone directory inquiry.

11880 offers various innovative services to its users, such as free-of-charge call-back for directory inquiries

which require further investigation, direct connection to the desired telephone number (call completion),

sending of required data to a designated number via SMS, unlimited number of questions per call, as well

as the possibility of forwarding vocal and written (via SMS) information to the recipient number on caller

demand.

At the same time, 11880 provides additional information on inquiries of general interest, such as – among

others - hospitals on-duty, chemists, petrol stations, cinemas, theatres, departure and arrival information

for ships, planes and busses.

VERTICAL PORTALSResponding to the necessities of contemporary lifestyle which is characterized by a spectacular increase

in the volume and the accumulation of complex data, NEWSPHONE develops vertical portals aiming

at improving the efficiency and quality of information retrieval.

In vertical portals, the description, classification and the preservation of resources is organized in such

a way that information can be retrieved in an effective and efficient way in accordance to the specialized

needs of the user. Via a designated number, a single code name or sign, the seeker is directed to the

“depository” of categorized information, which is accessible through all alternative mediums (via cellular

or fixed telephony and via the Internet) and which covers the total informational spectrum of a variety

of subjects (e.g. entertainment, health, automobiles, woman etc.).

Responding to contemporary market needs, we developed the new National Directory Assistance Service via the number 11880.


Oriented towards maintaining its ability to develop and provide innovative services and products to its clients, NEWSPHONE constantly invests in its infrastructure which - in combination with its highly specialized staff - constitutes yet another advantage in its dynamically ascending course. The headquarters of NEWSPHONE are situated in a modern building, in Kallithea, whose total area exceeds 4,000 square meters. The said facilities are also home to CALL CENTER HELLAS and NOETRON, and constitute the administrative and operational nucleus that provides planning and implementation of the Group’s strategic decisions.With regard to the technical and telecommunication infrastructure, NEWSPHONE has a wide spectrum of tried and tested state-of-the-art technological “tools” which are constantly updated and extended, in order to meet its clients’ needs flexibly and efficiently. Among others, NEWSPHONE’s infrastructure comprises of the following:

Technical infrastructure Conventional and “blade” Intel servers manufactured by IBM and HP Clustered Application, Database and Web Servers Storage mediums of disk arrays and Storage Area Network (SAN) / Network Accessible Storage (NAS) Over 400 PCs and WYSE terminals UPSs and 200KVA electric power generator More than 350 workstations

Telecommunication infrastructure TELES TELECOM GRADE SWITCH 2 PABXs

Call center platforms & applications 2 CTI systems IVR “farms” Specialized DA applications Speech recognition platform Call Center supervision application Conversation recording system CRM, SMS, MMS platforms

Interconnections SS7 interconnection with ΟΤΕ, Vodafone, TIM, COSMOTE, Q-TELECOM, Tellas, Lannet and other networks through optic fibers and microwave / wireless interconnections.

Our infrastructure and highly trained workforce constitute the twofold of our dynamically ascending course.


A sign of civilization NEWSPHONE frequently grants its infrastructure and personnel, in order to participate in the design and

implementation of initiatives that actively contribute to the manifestation of the company’s social responsibility,

which it considers as the cornerstone of the advancement of every contemporary and healthy enterprise.

In its effort to support community beneficial initiatives towards

the improvement of the less privileged social groups’ circumstances,

NEWSPHONE collaborates with several organizations and agencies

acting as the intermediate of cellular and fixed telephony providers,

facilitating fund-raising via SMS or phone calls. At the same time, it assumes

responsibility for the overall co-ordination, by engaging its personnel

and offering telephone services, in order to facilitate the dissemination

of information as well as the collection of donations.

We consider Corporate Social Responsibility as the cornerstone of the advancement of every contemporary and healthy enterprise.


TV “marathon” “TO HAMOGELO TOU PAIDIOU” in the years 2002, 2003 and 2004NEWSPHONE in collaboration with “To Hamogelo tou Paidiou” - an NGO for the protection of children rights -

and selected TV programs in the morning and evening zones provided support for raising funds via the 4-digit

number 1056. Once more, NEWSPHONE’s platforms and interconnections with cellular telephony providers

were put to use, to ensure the provision of on-line statistics and the safeguarding of the unimpeded operation

of the service.

The state-of-the-art infrastructure of NEWSPHONE made it possible to process a great number of simultaneously

sent written messages. In the three TV “marathons” for “To Hamogelo tou Paidiou” more than 206,000 calls

were processed.

Sponsoring Aimilios Papathanassiou Actively supporting the endeavor and acknowledging the efforts of Greek athletes, NEWSPHONE sponsored

the training of Aimilios Papathanassiou, winner of the International Olympic Committee “fair play” award,

3 times World sailing champion, 4 times European sailing champion, 5th Olympic winner in the “ATHENS 2004”

Games, holder of the 1st and 2nd positions in the European and World rank of the FINN category.

The main initiatives of the kind in which the company played a key role are the following:

TV “marathon” for the children of Iraq In March 2003, in collaboration with ALPHA TV channel, a TV “marathon” was organized to benefit Iraqi

children. NEWSPHONE provided telephone services, processing more than 963,000 calls in 14 hours, resulting

in 34,763 donations, a record figure that has not been surpassed to date.

Fundraising for nephropathy patientsIn November 2004, NEWSPHONE assisted the week-long fund-raising program for the Hellenic Association

of Nephropathy Patients by sending more than 34,000 SMS.

“Radio-Marathons” of Love 2004 and 2005NEWSPHONE collaborated with Laiki Bank in the organization of the “Radio-Marathons” of Love in 2004 and 2005.

These actions invited citizens to send SMS from their cellular phones, in order to contribute to the initiative

of Laiki Bank to raise money for the children with special needs.

Public response was warm in both years, since the SMS sent were more than 28,000.

UNICEF‘s TV “marathon” for the children of Pakistan In December 2005, NEWSPHONE, in collaboration with UNICEF, ΝΕΤ TV channel and cellular telephony

providers Vodafone, Cosmote, ΤΙΜ and Q-Telecom, applied the first successful use of a 4-digit keyword SMS

number for fund-raising.

the company played a key role are the following:


Since its very establishment, NEWSPHONE has put particular emphasis on human resources, fully recognizing

that its workforce is the mirror image, as well as the driving force behind the company’s development.

NEWSPHONE’s philosophy as well as the core of its everyday practice is based on the belief that team

spirit and collective effort accompanied by a friendly environment that encourages inventiveness and

innovation, constitute the main factors of success.

The importance that NEWSPHONE places on the “people” factor is an essential comparative advantage and structural element for the quality of the work produced, for the achievement of the company’s targets, as well as for the attainment of future prospects. Within this scope, the company puts special emphasis on the quality of the people it employs, so that it can flexibly and efficiently respond to the constantly changing market conditions, while ensuring the recognition it seeks for its corporate presence.

Investment in training and education, careful delegation to each employee as well as acknowledgement

and reward of his / her performance, constitute core priorities for NEWSPHONE, which operates on

the premise that it is the company’s duty to share its success with all employees, at all levels, and to give

everyone the opportunity to develop their knowledge and skills to the fullest.

Presently, the company employs more than 620 specialized professionals who always do their best

to designate NEWSPHONE as a model employer and a pole of attraction for the development of human

resources.

Our people are the mirror image, as well as the driving force behind our company’s development.


SILVER EFFIE AWARD 2006 FOR 11880In June 2006, NEWSPHONE starred at the EFFIE AWARDS 2006 winning the silver EFFIE for the well targeted

and effective advertising campaign of its National Directory Assistance Service 11880. The honorary distinction

of the campaign titled “Directory and Granny aged 80” epitomizes both the exceptional design as well as

the successful combination of marketing and communication activities.

EUROPE’S 500 JOB CREATING COMPANIES AWARD (2003-2005)According to the findings of a relevant report, NEWSPHONE is included since 2003, among the top 500 job

creating companies in Europe.

BUSINESS INNOVATION AWARDIn November 2003, journalists and readers of the magazine CHRIMA presented NEWSPHONE with the award

of business innovation.

ISO 9001:2000The services provided and the procedures followed by NEWSPHONE are ISO 9001:2000 certified by the world

famous certification agency RWTUV Anlagentechnik GmbH.

We are honoured to be included amongst the top 500 job creating companies in Europe.

NEWSPHONE COMPANY PROFILE ’06 NEWSPHONE COMPANY PROFILE ’06

BOARD OF DIRECTORS

INTERNAL AUDIT

MANAGING DIRECTOR

QUALITY CONTROL

LEGAL DEPARTMENT

INVESTOR RELATIONS

FINANCIAL SERVICES & HUMAN

RESOURCES DEPARTMENT

E-GOVERNMENT SERVICES

DEPARTMENT

VALUE-ADDED SERVICES

DEPARTMENT

THEMATIC PORTAL

SERVICESDEPARTMENT

George TheodossisBoD Chairman - Executive memberBorn in 1963. Studied Philosophy at the University of Bari (Italy)

Tereza TheodossiBoD Vice-Chairman - Executive memberBorn in 1969. Studied History and Philosophy at the University of Athens

Efstratios ApergisManaging Director - Executive memberBorn in 1969. Studied Computer Engineering and Information Technology at the University of Patras (Greece)

Athanassios ArgyropoulosNon-executive memberBorn in 1971. Graduate of the Law Department of University of Athens (Greece)

Spyridon PyromallisIndependent - Non-executive memberBorn in 1947. Graduate of the Industrial University of Piraeus (Greece)

Dimitrios TranakasIndependent - Non-executive memberBorn in 1969. Studied Marketing and Advertising at BCA (Greece)


[Value]

[Expertise]

[Intention]

[Opportunity]

[Destination]

[Leadership]

Profit Margins


Consolidated Financial ResultsConsolidated Financial Results

35,000

30,000

25,000

20,000

15,000

10,000

5,000

0

35,000

30,000

25,000

20,000

15,000

10,000

5,000

0

20042005

20042005

Turnover

Gross Profit

EBITDA

EBIT

EBT

EAT & Minorities

Turnover

Gross Profit

EBITDA

EBIT

EBT

EAT & Minorities

28,033

34,165

9,537

14,946

3,919

7,571

3,1266,439

2,997 5,874

1,312 3,851 4.7% 11.3%

34.0%

43.7%

14.0%

22.2%

11.2%18.8%

10.7% 17.2%

28,033

34,165

Consolidated Cash Flow (000 EUR)

Financial Ratios

2004 2005

Operating Cash Flow +4,404 -713

Investing Cash Flow -1,868 -4,040

Financial Cash Flow -1,668 +5,310

Total Cash Flow +867 +556

Cash at the beginning of the year +1,109 +1,976

Cash at the end of the year +1,976 +2,532

2004 2005

LIQUIDITY

CURRENT RATIO (x) 2.10 1.44

QUICK RATIO (x) 2.08 1.44

ACTIVITY

AVERAGE COLLECTION PERIOD DAYS 163 270

ACCOUNTS PAYABLE TURNOVER DAYS 148 229

TOTAL ASSETS TURNOVER (x) 1.01 0.89

VIABILITY

DEBT TO EQUITY (x) 0.75 1.66

TIMES INTEREST EARNED (x) 18.23 12.07

RETURN

R.O.E. % 8.51 26.91

R.O.A. % 4.74 10.02


Balance Sheet Highlights

Turnoverby Activity (M EUR)

2005

11

1714.3

14.4

5.5

2004

35.030.025.020.015.010.05.00.0

Value-Added Services e-Government Thematic Portals

,000 € 2004 2005

Total Fixed Assets 4,794 5,518

Other long-term receivables 333 174

Total non-current assets 5,127 5,692

Receivables, Inventories & Short-term Investments 20,572 30,222

Cash & Cash Equivalent 1,976 2,532

Total current assets 22,548 32,754

Total Assets 27,675 38,446

Total Equity 16,097 14,752

Total non-current liabilities 825 961

Short-term bank loans 1,139 9,348

Trade & Other Payables 9,614 13,385

Total current liabilities 10,753 22,733

Total Equity & Liabilities 27,675 38,446

Share Evolution

NEWSPHONE vs FTSE ASE SMALL CAP 80 (base=100)

2004 2005

DIVIDEND PER SHARE € 0.10 0.10

EBITDA/SHARE € 0.14 0.27

DIVIDEND YIELD % 3.47 2.97

P/E (x) 61.13 24.37

PRICE/BV (x) 5.20 6.56

P/SALES (x) 2.86 2.75

P/EBITDA (x) 20.46 12.40

SHARE DATA

NUMBER OF SHARES 27,848,000 27,848,000

AVERAGE SHARE PRICE € 2.88 3.37

Calculations for the ratios were made taking the average share price.

Share Price: 3.46 € (30/12/2005)

Number of shares: 27,848,000Share Symbols: ΝEWS (ATHEX)

ΝPHr.AT (Reuters)NEWS GA (Bloomberg)


Share Evolution & Volume

ΝEWSPHONE vs ATHEX (base=100)

NEWSPHONE vs FTSE ASE MID 40 (base=100)

Share EvolutionShare Evolution

CONTACT

INFORMATION:

NEWSPHONE

280, Thisseos Avenue

176 75 Kallithea,

Athens GREECE

Τel.: +30 2109472222

Fax: +30 2109472223

www.newsphone.gr

Email: [email protected]

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