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All-In-One Call / Contact Centre THE TRUE VALUE OF CUSTOMER SERVICE www.ip-vox.com

Who Are We? 10 years in call / contact centre solutions business. Developed EzyTouch suite of full-function IP call / contact centre software. Solutions Integration Hospital information systems Dental management systems OTHER CORE BUSINESSES

Group Structure

“To deliver a feature-rich call / contact systems and solutions at affordable pricing.” Our Mission

Over 100 enterprise customers served… Since 2000 across Malaysia, Asia & Europe

So, WHY are we here?

Because the CUSTOMER is KING

Some quick statistics

Improve customer experience Improve efficiency and productivity Reduce costs Retain customers Source: DMG Consulting via Customerthink (www.customerthink.com) Top Goals for Customer Service / Call Centres (2011, Worldwide)

The High Cost Of Poor Customer Service For every 10 customers you lose, You give away 6 customers to your competitors, that you may never get back. Source: “The Cost of Poor Customer Service: The Economic Impact of the Customer Experience” by Datamonitor / Ovum & Greenfield Online

60% of customers will pay more for a better customer experience Source: Harris Interactive, “Customer Experience Impact Report” 81% of companies who deliver superior service outperform the competition in market share Source: Peppers & Rogers Group,“2009 Customer Experience Maturity Monitor” The High Value Of Good Customer Service

Acquiring new customers is 5x more costly than Keeping existing customers = The High Value Of Good Customer Service Customer retention is 5x more profitable

You ALREADY run a CALL CENTRE! (or more) Any enterprise function / department that receives or initiates contact frequently.

Customer care is EVERYONE’S RESPONSIBILITY Your "informal" call centres may consist of only a handful of people. But everyone is a critical touch-point to the public.

FORMAL or INFORMAL Call Centres? CUSTOMER SERVICE can still be IMPROVED!

Factors In The Most Satisfying Customer Experiences Source: “The Cost of Poor Customer Service: The Economic Impact of the Customer Experience” by Datamonitor / Ovum & Greenfield Online

ANSWER: CALL CENTRE TECHNOLOGY QUESTION: How do you provide SATISFYING CUSTOMER EXPERIENCES?

Investing in a Call Centre System

Customer Satisfaction 24/7 Service Self-Service No Missed Calls YOUR CUSTOMERS

Efficiency & Productivity Gains Answer & Process Calls Quicker Able to Focus on Core Tasks (Non-Frontline) Handle More Calls YOUR EMPLOYEES

Overhead Reductions Save on receptionist costs Save on utilities YOUR COSTS

Profit Through Proactive Marketing Outbound Telemarketing (proactive telesales / marketing) Inbound Telemarketing (order-taking, information requests) YOUR BOTTOM-LINE

But money’s tight and your boss is pressuring you to deliver on ROI.

Business Drivers for IP Call Centre Technology COST: Lower total cost of ownership than traditional SPEED: Easier / faster to deploy than traditional INTEROPERABILITY: Platform-independent ability to integrate with any legacy / non-proprietary infrastructure

This is where we come in.

Open-Source IP PBX used globally Runs on Linux OS Runs on standard server hardware Uses inexpensive cards to connect to PSTN, T1/E1, ISDN Uses standard protocols (SIP, IAX) Freedom of hardware & infrastructure choices Internet telephony (IP)-based (operates with both traditional telephony and Voice-over-IP systems) Open Source, Asterisk-Based

Features At-A-Glance

Let’s take a CLOSER LOOK.

Costs

Implementation & Requirements

Operations & Maintenance

In SUMMARY

Our Value Proposition Traditional Call Centre

THE END Thank You!

Contact Us Call: +603-7722 1001 E-mail: sales@1001tech.com.my www.ip-vox.com