Your business partner for

Multichannel Customer

Experience

Solutions.

Agenda1. Company Profile

• Organization, positioning, customers and markets.2. Products Suite

• Multichannel Contact Center, Help Desk, CRM, Analytics• Contact Interaction Management

3. Cloud4. Vision

• Customer Engagement & Experience• Multiplatform• Mobile• Semantics

1.

Company Profile

Executive Summary

Type S.p.A.Industry Telecommunications,

software development, consultancy.

Founded 1990Headquarters Milano, Italy.Employees 76 (31 Dec. 2013)

Revenues 9,9 Millions € (31 Dec. 2013)

Certifications UNI EN ISO 9001:2008 Quality Management System

Website www.reitek.com

We’re focused on Contact and Campaign Management. Our mission is to create value for enterprises and organizations:

• Cross-channel software products to engage prospect and enhance customer experience.

• Improve Sales and Customer Care processes monitoring.

MilestonesPractice and reliability1990-2002

- First IVR release- Launch of CTI- Development of Voice Portal

Research and thriving2002-2010

- First Mobile trials- ReiLabs foundation- Launch of SaaS- Launch of Online Engagement

Evolution and vision2011-2015

- Launch of Cloudando- SFA and Teleselling boost- Vivocha startup- New company shareholders- Marketplace growth

2012 Startup, with Vertis Venture and Principia II.

Easily create and customize Customer Care and Sales

Support proactive services.

VoIP, Video, Live Chat, CallBack, Collaboration & Sharing.

Vivocha

PositioningReitek designs and develop integrated software products for Contact, CRM and Campaign Management end-to-end projects among 6 main markets:

Reitek customers shows three common characteristics:

• Presence of an internal or outsourced Contact Management function.

• Wide prospect/customer base.

• Frequent and multichannel interactions with customers.

Telco & Media Utilities

Manufacturing and Services Finance

Outsourcing Public Administration

Marketplace

Markets and Customers

Utilities Telco and Media Finance

Outsourcing P.A. Manufacturing and Services

Case StudiesAdoption of teleselling and SFA solutions among different BU. From 1.000 to 1.600 concurrent workstations, hundreds of agencies and agents connected.

New outbound centralisation for sales campaigns. Strong growth of workstations and outsourcer connected.

In/Outbound, CRM and Web Chat to support Sales. 120 PO, 120 IVR lines, Call Back in 15 minutes, Startup of 2 months, Break-even <1 year.

CTI platform for customer care and agencies support. Boost of workstations and call center insourcing activities.

Teleselling centralisation: Inbound, Outbound, Online Engagement and Lead Generation.

Online Engagement: a project with international exposure.

Inbound sales: a project with international exposure.Increase of Purchase and Logistic Department.

Cloud Chat and Call Back, integration on Mobile App, low impact on IT Department. We create a flexible solution with management indipendence and customizable Business Users.

2.

Products Suite

Applications Map

Mkt & Sales

Multichannel Call CenterOnline EngagementTeleselling, Vocal Order.Sales Force AutomationCampaign Management

ContaCT HighwayVivochaeasyCIMeasyView/CTACTRecord e easyReplay

CRM

Multichannel Call CenterOnline EngagementCRM PlatformSurvey applicationContaCT HighwayVivochaContact ProCTSurvey

Help Desk

Multichannel Call CenterTrouble TicketingSurvey applicationField Management

ContaCT HighwayOTRSCTSurvey

Credit

Multichannel Call CenterVocal OrderingPredictive OutboundCredit Collection platforms integrationContaCT HighwayCTRecord e easyReplay

Privacy & Security Compliance

Management of ‘mute phonecalls’.

Particular features and configurations are available to stop the mute calls following time and quantity parameters, play a comfort noise, recalls by dedicated operators, archive analysis and statistics on On-premise and Cloud systems.

Privacy Policy Treatment in relation to the Italian Legislative Decree 196/2003, and following changes, in respect of employees and any other subject of Reitek S.p.A.

Reliability of Cloud services.

Control of mono/multitenancy access , redundancy of the whole system, data backup, operational customer independence. Moreover storage, backup and management of information are in data center located in Italy.

Remote selling laws.

E.g. tools to support teleselling and eCommerce. Custom operators script to manage the pre-contract information (identity of the trader, characteristics of the product or service, payment method, warranty) and vocal recording of the purchase.

UE Directive on web cookies.

Using Reitek web services (e.g. the public website) the user allows Reitek to manage cookies.

Reitek management and Contact Management solutions are constantly update to respect any Actions of Personal Data Protection Authority.

Multichannel Contact Center

ContaCT Highway is the multichannel contact center product leader on Italian market.It’s the «enabling technological platform» for all Reitek solutions offering.

Strengths

The most powerful outbound engine in Italy.

Configurability and customisation.

Multi-tenancy.

Multichannel.

Cloud or On-premise versatility.

Scheduler

ACD

channels management

ContaCT Highway

agent desktop management

easyCIM

• References: cross-market through all segments.

ContaCT Highway manages voice, video and data. Benchmark in Italy for Outbound, Teleselling and IVR products. Spotlights:

• Multi-site and multi-businesses centralisations.

• Daily updated technology.

• Open architecture and strong integrability.

Multichannel Contact Center

Unified and multichannel Agent Desktop to integrate legacy or third parties applications.

• ERP• CRM• Knowledge Base.• Front-end focus.• Browser-like experience.• SIP software Telephone.• ACD efficiency.

Multichannel Contact Center

Online Engagement• live chat• web call back• content-push• form-sharing• web foundry &

proactivity

Multichannel Contact Center

The multichannel contact center platform includes a Wizard to manage IVR services.

• Graphic interface editor or VoiceXML file upload.

• Basic service design and IVR tree structure ready in 5 minutes, with no coding skills needed.

Multichannel Contact Center

CTManager shows and configures all the contact center resources.

• ACD queues• mailboxes• IVR wizard• lines and internal phone

numbers• scripts and route points• tenants and agents

Multichannel Contact Center

CTView is the real time basic dashboard to control the contact center:

• ACD queues• agent status• custom events• media (voice, chat, email)• internal phone numbers• lines

Multichannel Contact Center

CTMonitor is the web application to monitor running campaigns and SLA:

• verified login, web interface• inbound/outbound custom

views• overview or detailed status

for each task and service • extreme customisable layout

Multichannel Contact Center

Recording and Playback

CTRecord is the contact center module that allows to record the phone calls.easyReplay is the web portal to manage and listen playbacks.

Recording and Playback

The Contact Center platform includes the management of custom Call Back campaigns and services.

• Call Back Now: instant recall.• Call Back Later: rescheduled

depending on customers needs.

• Agent or automatic IVR, with Contact Center queuing.

• Activation from web page, with proactivity rules management.

IVR and Web Call Back

Agent Call Back

SurveyCTSurvey is the web app for survey services creation. Integrated with ContaCT Highway platform, CTSurvey realizes IVR Services with custom features:

• time session and expiry date;

• recorded messages uploading;

• contacts import;• API web services to

integrate third party services and applications (i.e. Customer Experience Management processes.)

Survey

Unified Communicatio

nOpen Source PBX:

• IVR integration.• ACD queue integration.• Voicemail.• Call Query Routing.• Audio recordings; Conference.• Traditional phone integrations

(ISDN, PRI)• Online Wizard for config/setup.• Centralised phone book.• Fax server.• Unlimited messages and

musics.• SIMcard balance.• FreePBX-based interface.

Unified Communication

The Unified Communication & Collaboration product, based on WebRTC improved technology, includes multi-browser/OS/Mobile tools of Groupware, Email Management, Sharing and Security.

Contact Interaction Management

easyCIM is the contact management applications suite, to optimize contact lists and interactions between contacts and businesses. easyCIM supports information-collection campaigns, multichannel sales or CRM services.

• References: Utilities, Telco & Media and Outsourcing markets.

Strengths

CRM, Workflow and Campaign Management cross-solution.

Manages both direct and indirect channels.

channel management

ContaCT Highway

agent desktop management

easyCIM

Scheduler

ACD

Contact Interaction Management• Who and when to call properly? Contactability scheduling.

• Multichannel Call Back. Integrability with legacy or centralisation projects.

• Field: contacts and agenda management of agency networks and branches.

Contact Interaction Management• Scheduler: campaign activation or deactivation (timing!),

contacts import, re-scheduilng (in case of negative result).• What to ask, to answer, to propose? Script Design.

SFA and Planning

Customer Strategy• Marketing• Sales

WHEN:Schedule and time-

table managemen

t

WHO:Contact Center

Appointment lifecycle

HOW:Workflow

Back Office

WHERE:Regional and area planning

WHY

Appointment and

meetingSales ForceAutomation

SFA and Planning• Calendar and time-table

management: meetings monitoring, real-time salesman availability.

• Sales area management: regional coverage and optimisation, agencies, branches, agents.

Help DeskOTRS is the Open Source Service Desk and Ticketing system which allows to efficiently manage customer requests such as email, web form or phone calls.

Help DeskDashboard to visualize:

• Managed tickets;• Expired tickets, in

compliance with SLA;• New or unmanaged

tickets, waiting for agent assignment.

Multichannel management:

• MAIL, VOICE, CHAT;• Automatic ticket creation

with automatic answer and related code.

CRMContact Pro represents one of the most qualified and complete CRM platform among Italian overview. It’s a very flexible product which includes specific verticals (e.g. Telemarketing) and features (e.g. telemarketing script), perfect for Contact Management synergies.

Performance Analytics

easyView is the outstanding tool to monitor and analyse contact centers processes. Data are available anywhere, anytime, on any device.

• References: cross-market through all segments.

Strengths

Real-time analysis.

Interactive dashboards.

Vertical markets know-how.data

markets

channels

agents

dashboard, analytics, reporting

Performance Analytics

Performance Analytics

• Near Real Time.• How to monitor and analyze

your teleselling campaigns? Dynamic and interactive data visualization.

• No need of datawarehouse, instant access to any kind of data source.

• Full integrability with a wide range of platforms (e.g. ERP, CRM, delivery, billing…) to improve the full process.

3.

Cloud

Cloudando is the Cloud platform marketplace for Contact Centers looking for integrated Marketing, Sales, Customer Care, Help Desk and Credit Management applications.

Cloudando

Security e Privacy CompliancePay-per-Use ModelBased on Enterprise platform

On-demand FlexibilityFast StartupManagement of peaks up to 4.000 simultaneous workstations.

Partner Reitek

4.

Vision

Engagement

In the «Age of the Customer» (Forrester Research) Reitek vision is to engage leads and customers, thanks to new developments on Online, Survey and Video. All tools must be multichannel and multiplatform.

ExperienceCustomers expects personalized services and quality care. The technology must be based on the Customer Experience:

• Informations and customer preferences,• Purchase and contacts

history,• Geo-location.

ExperienceDevelopment of many solutions and integrations:

1. Mobile: follow the mind-set shift, not just the technological one (always-on, everywhere-on, anychannel-on).

2. Experience more and more Digital projects (e.g. web engage of customers and prospect).

3. Push on Big Data analysis.

Business TechnologyThe Development of products and techological solutions is based on the sinergy of three areas:

1. Roadmap solutions (e.g. UX multiplatform/browser/OS).

2. Scouting new technologies (e.g. framework and best practice WebRTC) and partnership (e.g. video, social networks, semantics).

3. Co-financed research project (e.g. Cloud, Smart Cities, e-Gov).

Video, UCC, WebRTC

Examples of work areas and experimentation in Video Contact Center:

1. Video Application for online support of Contact Center operators.

2. UCC (e.g. remote training, remote services, telemedicine).

3. Multichannel Kiosk (e.g. projects on Finance market, with back-end integration).

4. Client-Server Video

MultiplatformMulti-browser

20142015

Multi-OS

SDK App

Mobile

• Live Management of contact center.• Performance

Analytics: monitoring and reporting.

• Engagement on VoIP apps.• Call Back with

presence.

Q4 ’14Q1 ‘15

Semantics

Classic IVR•Difficult Menu

•Excessive time of calls

•DTMF only•Difficult comunication of alphanumeric information (city, adresses…)

Multichannel and multilanguage 3D avatarVoice Self-Service NLI (Natural Language Interaction)

•Processes Semplification.•Shorter Interaction.•Improved effectiveness on answers.•Less operators steps.•Improved efficiency (reduction of costs).•Graphics and personalizations.•More service quality.

yesterday today tomorrow

«Smart Cities and Communities: a new project for Public Administration and the ‘Citizen-Centricity’ in Cloud.»

Reitek is the lead partner of 8 companies partnership (including the University of Milano Bicocca) and 6 cities (including Milan and Bergamo) which will design and test new Cloud Computing technologies for Welfare and Smart Government.

The research project ‘SPAC3’, in cooperation with Cefriel and Unibi, is oriented to:

• Web-semantic engines (Big Data, Neural Networks, NLP, MatchMaking Web Services).

• Multichannel Interfaces (web-app, app...).

• OpenData and linked OpenData.

• Security.

www.reitek.com