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numero overview

11th October 2010

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Who are numero?

numero overview

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Our Vision

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Overview

• Successful private company

• Substantial track record of innovation in multiple IT sectors

• 30+ blue chip customers• Clients represent leaders

in their field• Mature & significant

Partner support

Structure

• 52 staff• HQ in Manchester, UK

About numero

Heavy ongoing investment in R&D

>30 blue chip clients10th

year

80% of employees in software & services roles

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Our Market Space

numerointeractive

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Platform innovation

01 05 10Business formed

• Websphere integration

• Platform redevelopment project – V4

• Concept origination

• Acquire NLP platform

First solution deployment

Automated ERMS for transactional emails

Introduce multi-brand capability

• Enhance scalability & resilience

• Integrated telephony & correspondence functionality

SMS functionality

First new deployment

V4.1WebsuiteChat

i-Series

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Where we fit

All channelsUnified DesktopSingle CMSCRMCustomer – CASE recordSingle view of customer

CTISingle DesktopDynamic Data FormsScriptingCall Backs

Dynamic FAQContact UsContact deflectionSecure MessagingClick to ChatCall backSocial media

Dynamic SMSEmailSecure MessagingUnify field service to contact centreSocial media

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Business Process Outsourcing

Traditional & proven

Retail

Traditional & proven

Partners

GrowthCreating new opportunities

Public

Growth

Financial Services

Growth

Home Shopping

Traditional & proven

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New emerging markets:Publishing/subscriptionFinancialLogisticsUtilitiesHRTelecom

Our increasing marketplace

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numero interactive

numero overview

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Capture

Interpret

Allocate

Prepare

Interact

The challenge

Call Centre

Online

Admin Centre

Data Centre

Branches

Off shore

The customer interaction journey is complex

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Examples of the challenge

numero overview

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Barry

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Gary

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Jenny

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Our solution

The customer interaction journey is simplifiedWorkflow automation provides business case & ROI

Capture

Enrich

Process

Route

Assist

Respond

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Interactionmgmnt

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Reporting

EnrichmentInboundGateway

OutboundGateway

Workflow

ContentManagement

System

Supervisor ConsoleUnified Agent Desktop

CRM

Legacy

Billing

Fulfilment

Back-Office Systems

Resource Manager

UniversalQueue

• Agent Availability• Agent Skills• Queue Size & SLAs

LettersEmailFormsCall logsSMS etc…

numero interactive Overview

Self-ServeWeb Suite

Customer & Case Management

CRM Data

• Contact• Case• Customer

Information

Status

Work

Control

CTITelephony

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work taskorganisation & optimisation

response management

reporting & MI

auditing & compliance

customer, case &contact management

task acquisition and classificationdefined process flowswork allocation and skill based routingunified agent desktoptask automation

content management repositoryassisted response constructionmulti-channel output

real time workforce monitoringhistorical reportingadherence monitoring

access rights managementautomatic audit trailsrule based data encryption and obfuscationdocument retention and archiving

customer recognition and creationcase managementquality management rulessingle view of contacts (in & out)

numero interactive - Principal functions

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numero interactive at work

numero overview

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numero interactive – scenario #1

• How can ni help an agent improves upsell/cross sell?

Websuite - Dynamic FAQ’s Click to Chat

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Scenario 1Cross Sell/Upsell

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numero interactive – scenario #2

• How can ni help reduce the resource cost of handling a customer interaction?

Automated workflows System generated and received SMS

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Scenario 2SMS/Automated workflow

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numero interactive – scenario #3

• How can ni help improve the agent efficiency in managing returns/complaints

Dynamic Data Forms - Agent Scripting Email generation Dynamic FAQ’s for deflection Call Backs

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Scenario 3DDF’s/Agent scripting & Callbacks

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Summary

numero overview

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The Keywords...

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Resource rationalisation

Workflow Automation

Multi-channel interaction hub

CASE

Voice, web chat, FAQ etc.

Single agent desktop

CRM - inbuilt or legacy

Dynamic Data Forms / Agent Scripting

CTI

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ATOS Origin update

6th October 2010