General Services Presentation 050609 Copy

Your Way To Agents Anywhere.

Private & Confidential © LiveXchange 2002-2009 Canadian, U.S. International Patents Pending

From

Global Home Agent and Virtual Contact Centre Solutions

The Agenda.

Section 1. Introduction to LiveXchange

About LiveXchange

What We Do

Industry Recognition

Section 2. Three Service Solutions

1. Independent Contractor HomeSourcing Service

2. On-Demand Global Virtual Contact Centre Service

3. Layering Fully Managed HomeSourcing Services on your business.

Unique Offering Points – The Features

Section 3. The Xchange System Overview of Our

Solution

Virtual Contact Centre In The Cloud

Unified, Multi-Channel Queues

Workforce & Management Tools

The Green Dividend

About Us.

Founded in 2002, LiveX is an award winning, specialized service provider that helps contact centres to

design and deploy global, on-demand, multi-media contact centre in the cloud & home agent solutions.

Toronto.

Global Home Agent & Virtual Contact Centre Solutions

San Francisco.London.

About Us.

• 1. Independent Contractor HomeSourcing Service – Anywhere

• 2. On-Demand Global Virtual Contact Centre Service – Anywhere

• 3. Fully Managed HomeSourcing Services - Anywhere

LiveXchange Global Cloud NetworksThree Solutions For Agents - Anywhere.

Global Home Agent & Virtual Contact Centre Solutions.

The idea of home agents is not new.

The idea of a virtual contract centre is not new.

How LiveXchange does it is new.

LiveXchange Global Cloud NetworksThe Proven Way Home - Anywhere.

Home Agent Systems and Networks.

Our Unique Service Offering.

A Total HomeSourcing & Virtual Contact Centre Solution

Our service helps client companies to quickly and economically add their own work-at-home agent workforces as a dynamic build on their existing bricks

and mortar call centre operations.

The Right People + The Right Technology, On-Demand From A Single Network Resource.

• Recruitment

• Certification

• Home Testing

• Training Systems

• Contracting Systems

• Web Conference

• PCI Compliant Networks

• FSA & BS7799 Compliance

• Secure Home Desktops

• Cloud IVR

• Multi-Channel IP Contact Centre

• Recording & Monitoring

• Scheduling

• Management Portals

• Reporting

• Agent Payment Systems


London. Toronto. San Francisco.

Our Expanding World Of Clients.

A growing list of major contact centers both in North America and

the UK shows that the network works for all kinds of businesses.

Big Awards For Big Innovation.

ICCM CHICAGO 2006. BEST IN SHOWICCM TORONTO 2007

MOST INNOVATIVECONTACT CENTRE SOLUTION

2007 CENTRICA AWARDSPLATINUM GLOBAL WINNER

THE SHOPPING CHANNELBEST CONTACT CENTRE

MID-SIZENORTH AMERICA 2008

FIRST TRANSATLANTICHOME AGENT CALLS2008 BIRMINGHAM UK

FOR THE CANADIAN AUTOMOBILEASSOCIATION

CONTACTCENTERWORLD.COM2008 GOLD WORLD AWARD

BEST CONTACT CENTRE MID-SIZETHE SHOPPING CHANNEL

ContractXchange.comThe Direct Online Screening And Recruitment Of Your Contract Agent Workforce. Thousands Of Certified Agents Ready To Go.

50,000 +

Job Seeker

Members

Solution 1.Independent Contractor HomeSourcing Service - Anywhere

ContractXchange.The Direct Online Screening And Recruitment Of Your Contract Agent Workforce. Thousands Of Certified Agents Ready To Go.

Every Agent That Comes To YouIs Certified By Us.

CERTIFIEDTHE CERTIFICATION CHECKLIST

Pass Typing Test Pass A Computer Hardware Test Pass Internet Connection Speed Test Pass Internet VoIP Jitter & Packet Loss Test

Compatible Spec Computer Dedicated Voice-Line or VOIP Connection Full Service eMail Address Quality Headset System Finger Print Personal ID System (Where required)

Digital Web Camera

Dedicated Home Office Credit Check Criminal Records Bureau (CRB) Basic Background

Disclosure Check

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See Me. Hear Me. Contract Me.

The Cutting Points.What Your Contract Home Agent Program Saves,

If You Do It Right The Way.

Productivity Savings – Vastly more efficient agent deployment, precise short-shift scheduling and only active time billing -no dead time costs.

Employment Savings – No employee benefits, no training costs, no support costs, no recruitment costs.

Capital Investment Savings – No agent equipment, facilities investment or technology costs.

The Demographics Of The ContractXchange Agent Base.

Thousands Of Remote Contract Agent’s Ready To Go.

85% Of Job Seekers

Over The Age Of 30.

72% Of Job Seekers

With Post Secondry Education.

The New Work Contract.It Changes Everything.

Agent Pool DepthContracts awarded in a 3:1 FTE ratio to ensure depth of a contract agent pool that provides a broad base of scheduling availability.

Multiple Country & Currency FlexibilityCall center can deploy contracts through countries and currencies for the optimum economic and service agent mix.

A New Start In Agent RecruitmentA direct, win-win contract with independent contractor agents chosen and graduated by you, free of the company employee structure, free of outsourcer mark-up, free of employment costs.

30 Minute Work Shift TemplateThe contract sets out the per call wage rate, work times available and the maximum and minimums of highly flexible relationship that is the key to genuine execution of on-demand, 30 minute increment scheduling.

Realtime Staffing. The Ultimate Flexibility,Balancing Arrival Patterns In 30 Minute Increments.

Cost Comparison. Employee Vs. Contract Agent

All Contact Centres Experience These Costs In

Varying Percentages.

The opportunity of using home based contract agents

changes the cost base forever.

HomeSourcing With LiveXchange Enables You To

Change Your Cost Base.

The opportunity of using home based contract agents

changes the cost base forever.

Cost Comparison. Employee Vs. Contract Agent

All The Communications Channels

On Demand, In A Unified Queue - Anywhere

Solution 2.On-Demand Global Virtual Contact Centre Service - Anywhere

The Unifying PowerSkilled, Multi-Channel Agent Assignment In A Unified Queue -

Anywhere

All The Communications Channels –

On Demand, In A Unified Queue.


Inbound / Outbound, preview & predictive call management ability

Unified email processing with template library and key word suggested responses

Unified fax processing

Unified web chat with auto responders, ad template push and key word response library

Unified callback with priority queuing

Integrated IVR with skill routing & skill work groups, full time recording

Solution 2.Carrier Grade Switching – Unlimited Scale From The Cloud

Carrier Grade Switching The LiveXchange’s unified communications network in the cloud is a proven design that has reliably carried millions and millions of agent calls, e-mails, web chats and faxes since its inception.

Global Telephony Network LiveXchange’s global telephony network is an on-demand, highly scalable, multichannel contact Centre solution that enables organizations to communicate more effectively with their customers.

Communicate to agents anywhere in the enterprise—whether in the contact centre, a remote location or at home. It also provides interactive voice response (IVR), preview and predictive dialing and call recording—for completely unified contact centre communications.

Supervisory Controls In The Cloud - Anywhere


Agent Controls In The Cloud - Anywhere


HomeShoring as a Co-Sourced Model

Fully Managed Solutions

Solution 3.Layering Fully Managed HomeSourcing Services on your business.

Solution 3.Fully Managed Programs Win With High Customer Satisfaction at a Much Reduced Cost.

Your Customers Are “Our” CustomersRelationship Management is a people business. And it’s the talent of our people that sets us apart from our competition and allows us to be a seamless extension of your branding delivering a superior customer experience.

You Pick The Agents On Your Programs Using Our Global Leading Tools Unlike conventional outsourcers LiveXchange encourages our clients to choose the agents on their programs. Our global leading recruitment and profiling tools, along with online CV’s and customized pre-recorded interviews allow you to easily decide which agents are suitable to proceed to training and which agents are not.

Global Standards And A Dedicated Management TeamYou can depend on our global, standardized proven processes to deliver workforce management, program implementation, performance management and quality assurance results that are focused on providing a superior and consistent customer experience every time.

The Cost Benefits Of Near-Shoring Using In Country Home Based LaborYes, it is true…home based programs have much lower operating costs than bricks and mortar without sacrificing quality. We pass all the savings on to you.

The Xchange System.All The Building Blocks To Support Your Programs.

Making Home Agent An Easy Thing To Do.

You NeedThe Right Building

Blocks For A Scalable, Manageable, Home

Agent Program.

The Xchange System.All The Building Blocks Of A Proven HomeSourcing Program.

On-Demand.

Enter Here. And Change Your Call Center In 8 Weeks.

eLearningXchange & RealtimeXchange.Multi-Media Management Intranets

Bring Home Agents And Managers Together.

Embedded Finger Print LoginOperates entirely separate from Windows OS.

Embedded Live Video MonitoringLaunches high quality video link between managers and their agents.

Advanced Security X509 Certificate on board, encrypted OS core files in a read only format andcannot be altered in any way. Virtualization can be detected and disabled.

LiveXchange Agent Access OS Instantly Transforms Any PC Into

A Secure Remote Workstation.

Boot from Disc Linux Based Hardened OSAgent Access boots into ram and disables the resident hard drive, printer ports,peripheral ports, devices & drives. Connects to your private networks from our secure VPN Gateways. Does not allow Windows or the hard drive to run at the same time on the home machine.

Boot from Disc Linux Based Hardened OSAgent Access boots into ram and disables the resident hard drive, printer ports,peripheral ports, devices & drives. Connects to your private networks from our secure VPN Gateways. Does not allow Windows or the hard drive to run at the same time on the home machine.

Embedded Finger Print LoginOperates entirely separate from Windows OS.

Embedded Live Video MonitoringLaunches high quality video link between managers and their agents.

Advanced Security X509 Certificate on board, encrypted OS core files in a read only format andcannot be altered in any way. Virtualization can be detected and disabled.



Hot Buttons Securely Launch ApplicationsEach desktop is set up uniquely for your needs. Agents can build 4 different desktop sub configurations on-the-fly for personalized efficiency.



Easy To Use Desktop A propose built agent desktop keeps agents organized and streamlines access to applications.

Living Proof. The Results Of LiveXchange Clients.

PaySource.The Third Party Invoicing & Payment System That Seals

The Independent Agent Relationship.

Any New Model Of Agent Labor DistributionHas To Be Green.

No Bricks And Mortar.

No Commuting Agents.

No Carbon Emissions.


Looking For A Way Home?

Brian PritchardManaging Director



Email: [email protected]: (0) 191 335 4300

www.liveXchange.com

www.contractXchange.com

http://www.liveXchange.com