Xerox Services iTOCsupport EMEALeon van Adrichem

Version 6.2 – November, 8th , 2016

AGENDA

November 11, 2016 Xerox Internal Use Only2

1.Xerox Services Global

2.Xerox Services EMEA

3.EMEA ICT setup

4.Q&A

Who We Are The world’s leading enterprise for business process and document management

$23 billion in revenue.

147,000 employees worldwide.

over 185 locations.

financial stability.

focus on innovation.

proven operational structure.

Xerox provides services, technology and expertise to enable the customers to focus on their core business and operate more effectively.

Core Strengths

Our Brand

Global Presence

Renowned Innovation

Operational Excellence

Businesses

Business Process Outsourcing

IT Outsourcing

Document Outsourcing

Document Technology

Growth Drivers

Expand Globally

Capitalize on Advantaged Verticals

Disciplined Management of Portfolio

Leverage Document Technology Leadership

Expand Customer Relationships

Invest in New Services

Headquarters: Norwalk, CT

Founded in 1906 as The Haloid Company

Acquired Affiliated Computer Services in 2010

Chairman and CEO: Ursula M. Burns

Named Xerox in 1958 and Xerox Corporation in 1961

Xerox - Uitsluitend voor intern gebruik11 november 20164

The Business Process Service provider for everybody….

On 1-1-2017 Xerox Services is

Our Service Offering

5

• Desktops

• Application Management

• Data Centers

• Office and centralized print

• Remote and mobile print

• Digital imaging, archiving, and indexing

• Education

• Transportation

• Marketing

• Healthcare

• Government

• Financial Services

• Manufacturing

• Consumer Goods

• Retail

• Telecommunications

• Technology

• Travel & Hospitality

Vertical Solutions

Front-Office

• Marketing

• Customer Communications

• Customer Care

• Constituent Services

Back-Office

• Finance and Accounting

• Human Resources

• Transaction Processing

• Payment Services

• Document Management

Xerox Internal Use Only

Business Process ServicesInformation Technology and Managed Print Services

Xerox Service Offerings

November 11, 2016 Xerox Internal Use Only6

Administrative Customer Care F&A HR IT Payment Services

• Data Capture, Scanning, Image Storage & Retrieval

• Film/Fiche Processing

• Media Conversion

• Integrated Workflow

• Intelligent Queue, Exception & Post Processing

• Mailroom

• Total Document, Content & Record Mgmt

• Construction and Facilities Services

• Activations

• Business Intelligence

• Customer Service

• Dispatch

• Impact Calls

• Order Entry

• Product Lifecycle Support

• Retention

• Sales

• Self Service (IVR, Web)

• Technical Support

• Upgrade & Welcome Calls

• Billing & Collections

– Credit & Collections

– Dispute Resolutions

– Orders

• Employee Payments

– Expense Accounting

– Payroll Processing

• General Accounting

– Accounts Payable

– Accounts Receivable

– Consolidations/Close

– Fixed Assets

– General Ledger

• Procurement

– Contract Mgmt

– Electronic Settlement

– Purchasing

– Spend Analysis

– Strategic Sourcing

• Treasury & Cash Mgmt

– Analysis

– Bank Account Mgmt

– Cash Forecasting

– Reconciliation

– Tax Processing

• Benefits Administration

• Communication Strategy

• Compensation Administration

• Employee Development

• Employee Service Center

• Health Savings Accounts

• HR Information Systems

• HR Strategy Consulting

• Payroll Administration

• Performance Mgmt

• Recruiting & Staffing

• Relocation & Expatriate Services

• Retirement Processing

• Workforce Development

• Applications & Software Solutions

• Desktop Mgmt Services

• Enterprise Solution Mgmt

• Help Desk / Service Desk Mgmt

• Information Systems / Data Center Outsourcing

• Network Mgmt Services

• Security Services

• Technology Review & Assessment

• Systems Integration Services

• Check Processing

• Credit / Debit Card Processing

• Clearinghouse Services

• Electronic Balance Transfer

• Electronic Fund Transfer

• Loan Origination

• Loan Servicing

• Other Payment Services

Customer

AcquisitionCustomer

On-boarding

• Consultancy and Analytics

• Digital Creative Services

• Campaign Management

Services

• Data Management Services

• Translation and Localization

• Master Vendor Services

• Order Management

• Onboarding Services

• Customer Application

Processing

• Communications

Engineering

• Telesales/Telemarketing

• Technical Support

Services

• Outbound and Inbound Call

Center Service

• Customer Service and

Sales Support

• Relationship management

• Multi-Channel – Multilingual

Fulfillment Service Centers

Customer

CareCustomer

Retention & Loyalty

• CRM and Predictive

Analytics

• Customer Data

Integration

• Response Management

Services

• Retention and Loyalty

Management

• Social Media CRM

• Performance

Management

Contact Centre Services

November 11, 20167

Drive

top-line revenue

Increase

customer satisfactionReduce costs

Increase

market share

Customer Care in Action

November 11, 2016 Xerox Internal Use Only8

thousandcustomer careagents

customer care locations

years of experience in customer care

languages supported

million customer care interactions daily

50+ 185+ 24

30+ 2.5BPO customer care launches in past 5 years95

Albania • Argentina • Australia • Belgium • Brazil • Canada • Chile • China • Colombia • Czech Republic • Dominican

Republic • Fiji • Finland • France • Germany • Greece • Guatemala • Hungary • India • Italy • Jamaica • Japan • Malaysia

• Mexico • Netherlands • New Zealand • Peru • Philippines • Poland • Portugal • Romania • Santa Lucia • Singapore •

South Africa • Spain • Suriname • Sweden • Switzerland • Turkey • UK • USA

Xerox Services Footprint

9 Xerox Proprietary and Confidential

Xerox Internal Use Only

Iasi

Oradea

Vlore

Shkoder

Usti

PragueOstrava

Valence

Sardinia

Istanbul

ZaventemLeuven

Poole

MaastrichtTilburg

Amersfoort

Breukelen

Enschede

Rotterdam

Zwolle

Almere

ITALY ALBANIA

BELGIUM

CZECH REPUBLIC

NETHERLANDS

ROMANIAUNITED KINGDOM

Paramaribo

SURINAME

TURKEY

Bucharest

GERMANY

Xerox Services EMEA Unified Footprint 33 locations now; focus on Consolidation

Kiel

Lübeck

Wismar

Schwerin

Hamburg

Berlin

Magdeburg

Göttingen

Halle

Kassel

10

Antalya

FRANCE

Lisbon

PORTUGAL

11 11 november 2016

Mission & Statement

Mission

Xerox wants to provide an outstanding- flexible and cost-effective ICT services on which the XCCS business in Europe can run, grow and explorer.

Statement:

“To deliver high quality ICT services within Customer Care services in accordance with the business demands and aligned with the Customer Care clients and ServiceDelivery of Xerox in EMEA.

Xerox Internal Use Only

Xerox Virtual callcenter concept

Business oriented

• Need for optimal scalability

• Need for flexible distribution of

functionalities

• Work everywhere you want

• CSR’s pull i.s.o. pull the contacts

•

ICT professionalism

• All-in-one Callcenter suite

• Fully based on Microsoft solutions

• Easy and Centralized connectivity

• Highest uptime guaranteed

• Ready for innovation

Security & Availability

• Adept ISO 27001 standard

• PCi compliant

• Optimum secured

• Optimum availability

Flexibility / others

• Minimum Time to Act

• Avoid major investment per site / per

seat

• Single ICT sub-providers

Xerox Europe & APAC – Goals out of ICT

state of the art ICT for Customer Care services

1. Xerox is able to provide, with Virtual ICT Infrastructure rightsourcing On-& Off-shore,

inhouse & homeworkers, (Admin, E-mail, Chat, WhatsApp & Call); all Flex-seating

2. This ContactCentre solution out-of-the-Private-cloud enables Innovation easy and fast

to all our projects and seats

3. Our Technology concept provides high up time for lowest costs

4. Optimum synergy for in- & outbound Telco costs

5. IVR hosting & speech detection; standard service out of IT

6. SAAS oriented secured structure with professional Data Centre services

7. Optimum up- down and right scalling incl Homeworking & BCP site’s

8. Alliance functionalities with a minimum of subcontracts

9. Fully based on the certified leading process quality standards

(COPC, PCi & ISO’s certified)

Xerox Intelligent Network

(X.i.N)

>

> World Wide Web

> Client connections

Xerox Office

phone users

Offshore

locations

Virtueel Dedicated

DataCenter AlmerePowered by KPN

Xerox CBPO

contactentres

BCP &

DR

November 11, 201614

Voice connection

ISDN-30 + IP-trunking

Xerox CBPO virtual ICT architecturepreferred ICT Infrastructure 2016

Clients

• 1620 lines Global Liberty

• 150 lines KPN

• 3 IP-trunks UPC, Ziggo

and Vodafone

• Internet connected

Session Border Controller

• 100Mb acess

Full redundant access

• Centralized Firewall s

• Client connections

• eVPN connections

Full redundant

European MPLS cloud

• 1 GB KPN MPLS POP

• 20Mb ACS-NET POP

The Netherlands

• Zwolle 250 Almere 200

• Enschede 250 Amersfoort 150

• Breukelen 90 Rotterdam 175

• Tilburg 400 Maastricht 450

BE Leuven 175

UK Poole 500 SUR Paramaribo 450

TK Istanbul 650 Antalya 60

IT Sardegna 120 POR Lissabon 30

ROM Iasi 55 Oradea 14

Czech Usti 80 Prague 60

• Ostrava 80

• 1 Tier-4 Cyber center

• ISO 27001 and PCI certified

• 24/7 managed infrastructure

• 46 Physical servers

• Virtual Servers

• Virtual Desktop ‘s

• Microsoft Terminal servers

+ App-V

• Data Storage (MSSQL)

• Backup services

• Email - Exchange

Servicedesk Suriname

. 300+ calls/week

. One-day-fixed 90%

Our Thin-client desktop architecture

• As little technology on the production floors

as possible, in terms of security

• No facility to store data locally on the agent

desktop

• Limited local setup of software and prevents

all virus and other setup risks

• Forces uniformity in the design of

workplaces

Total Users: 7200+

Top Concurrent use: 2500+

Total Seats on Thin Clients: 3750+

Newest servers 100+ users

ICT Production Applicationspreferred landscape 2016

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8000+ users active on CIC

2500+ Concurrent use

74.000.000+ interactions per year

21 Customer contact Centers globally

200.000 Social media messages per year

680.000 emails per year

700 unique reports

250.000+ reports Generated per month

60.000 audio recordings per day

60+ implemented RfC’s per month

10 Days, average turnaround

3000+ Incidents & Service request per year

Average handle time 2,5 days

Xerox India/Romania IDC,

flexible development

Resources

We deliver an open,

all software, unified

communications solution

Less integration time,lower costs

Single vendor to deal with

Applications leverage one another

Works as PBX/IP-PBX or with 3rd

party PBX/IP-PBX

Contact centre and enterprise functionality on one platform

Same multichannel platform as

on-premise deployments

Interaction Center Platform

Web Services

Survey Automation

Workforce Optimization

Outbound Dialing

Messaging (VM, Fax, UM,…)

Self Service (IVR, Web,…)

Contact Center (ACD, Skills,…)

Presence…)Enterprise IP-PBX

Global Provisioning Contact Related Services

Single Redundant High Performance Platform

November 11, 2016 Xerox Internal Use Only17