Acqueon Wins Red Herring 100 Award

Shankaran Nair – President & CSO

Why do customers churn• Half of respondents in the important emerging markets

described the service they have experienced as fair, poor or terrible

• 42 percent of our global respondents described the quality of customer service as terrible, poor or fair, compared to just 39 percent in 2007

• two of every three respondents globally—67 percent—switched companies in at least one industry sector at least once in the past year due to a poor customer service experience

• half of the consumers reported that they switched providers in multiple industry sectors during the year, taking an average of $4,000 worth of business with them.

Accenture Global Customer service report 2008

Customer churn – different perspectives


Customer churn – different perspectives


Don’t just interact. Relate.

We help them overcome this.

We give them the ‘One Customer – One Path advantage’

Organizations lose customers because they navigate multiple paths

through a Contact Center for one requirement.


We give them the ‘One Customer – One View Per Agent advantage’

Organizations annoy customers by switching

between multiple applications and screens to answer one simple query.


We give them the ‘One Customer – One Interaction advantage’

Organizations are unable to handle multiple customer

interactions, through multiple channels for

multiple queries.


We give them the ‘One Contact Center – One Insight advantage’

Organizations find it cumbersome to deal with

multiple customers, multiple relationships, multiple behavior patterns and multiple insights.

EMERGING MARKETS

MATURE MARKETS

Painless and relevant acquisition / adoption of Contact Center technologies

Efficiency and effectivenessdrive with existing investmentsand infrastructure.

Acqueon products• Acqueon iQ

– Complete multi-channel, multimedia Contact Center in a box. • List and Campaign Management (LCM) for Cisco Unified

CCE– Powerful list and campaign management capabilities – Manages multichannel (voice, SMS and e-mail) outbound

campaigns (with / without agents)• iAssist for Unified CVP | AVP

– Customer call back, customer surveys, order status information, and locator services

• RAP CTI– iCR – Intelligent Call Routing across call centers– CTI screen pop and support for hosted IVR vendors

Acqueon Play in the Industry• Acqueon plays in the subspace of “Software” in

the “Contact Center Space”• Predictive dialers, IVR, ACD, CTI, etc• Support for Home Agents• Hosted Contact Center Provider• SIP based IP Platform (TDM to IP)

Datamonitor found 47,000 agents work

from home worldwide, expect a 36.4% by 2012

Frost & Sullivan forecasts hosted

revenues to grow at a CAGR of 34.1% from 2006 through 2013

Why the industry continues to grow

• Every company is a ‘contact center

Importance of the service

Industry overview

The Contact Center industry world-wide is $ 130 Billion with a CAGR of 6.1%North American market will see revenues of $27.5 Billion in 2013, from $20.7 in 2006

Major trends today in the industryThe shift towards VoIP – TDM to IP migration

The increasing demand for hosted

Contact Centers

Acqueon Technologies IncOur History• Incorporated in 2005• Acquired 5*5 Networks, San Jose in

2007.• Acquired products from Servion in 2009• Products certified by leading technology

vendors like Avaya & CiscoWhat we do• Develop products and solutions for the

Customer Interaction Management industry

• Offer a compelling Total Cost of Ownership (TCO), further enhanced by rapid deployment

• Focused on building great customer experience at the touch points

Our Executive Team• B. Subramanian – Chairman • G. Shankaran Nair - President –

Corporate Strategy• J. Shreeram – VP, Finance• J. D. Burroughs VP, Sales and BD• M. Subramanian –– VP, Engineering• S. Chatterjee – Director, Worldwide

Channels• V. James – Director, Marketing and Public

Relations

Awards

• Acqueon iQ - IP Contact Center Technology Pioneer Award for 2008

• iAssist - IP Contact Center Technology Pioneer Award for 2009

• List & Campaign Manager (LCM) - IP Contact Center Technology Pioneer Award for 2009

• Acqueon iQ – Product of the year award for 2009

Technology partners• Acqueon designs, develops, and

implements products suitable for the Cisco ecosystem and enhances the Cisco platform capabilities

• Acqueon designs, develops, and implements products suitable for the Avaya ecosystem and enhances the Avaya platform capabilities

• Acqueon utilizes the Windows platform for its development and all Web based applications of Acqueon are based on the Microsoft Windows platform

• Acqueon makes use of Dialogic technology in its product development

Business partners• Servion Global Solutions (India) specializes in

Customer Interaction Management (CIM) solutions that help companies provide superior customer experience

• Virtual Works (Africa) is a leading technical integrator and value add distributor of information technology solutions in the African market

• net.pointers (Czech) offers complex services and consultancy in rapidly expanding IT market in Central Europe. The company focuses on Online, Data, Voice and Internet communication.

• Activeo (France) assists companies in all industries and government agencies that want to improve the quality and the effectiveness of their relationships with their customers

• Teledes (Ukraine) is a market leader in building integrated Contact Centers

• CDW (USA) is a leading provider of technology solutions for business, government and education

• Partial list

Some customers

Acqueon Customer SitesRegion Number of

SitesNumber of Agents

Number of Interactions (millions)

APAC(Asia Pacific)

110 11,093 14.5

EMEA (Europe, Middle East & Africa)

19 1,117 2.4

USA 41 1,433 2.1

Summary• Relevant mission – deliver customer

experience in line with brand promise across remote touch points – the moment of truth

• Validated strategy – strong customer base and funnel

• Scalable go to market model• Global team and presence• 50 % growth year on year

Thank YouUSA / Europe APAC / India / MEA

Tel: +1 888 946 6878 Tel: +91 44 6108 4849

email: [email protected]; [email protected]