Your business partner for Contact and Campaign Management solutions.

Agenda
1. Company Profile
Organization, positioning, customers and markets.

2. Solutions Suite
Applications Map. Multimodal Contact Center. Customer Interaction Management. The Cloud Contact Center platform marketplace.

Executive Summary
Type Industry Founded Headquarters Employees Revenues Certifications S.p.A. Telecommunications, software development, consultancy. 1990 Milano, Italy. 76 (31 Dec. 2013) 10,2 Millions (31 Dec. 2012) UNI EN ISO 9001:2008 Quality Management System www.reitek.com

Were focused on Contact and Campaign Management technology solutions. Our mission is to create value for enterprises and organizations:
Increased efficiency in Marketing, Sales and Customer Care processes. Reduced order lead time. Better contact centers performances. Optimization of contact list management tasks.

Website

Milestones
Practice and reliability Research and thriving 1990-2002 Evolution and vision 2002-2010
- First IVR release - Launch of CTI - Development of Voice Portal

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

2011-2014

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

Vivocha
Live Chat, CallBack, VoIP, Video, Collaboration and Sharing. Easily create and customize Customer Care and Sales Support proactive services.

Positioning
Target
Reitek leads and customers shows three common characteristics: 1. presence of an internal or outsourced Contact Management function; 2. wide prospect and/or customer base; 3. need to manage seamless contact interaction activities and campaigns.

Market
Reitek designs and develops integrated software solutions for six main markets: Telco & Media Utilities Business Services Finance, Credit, Banking Outsourcing Public Administration

Marketplace

Customers and Markets

Utilities Telco and Media Finance

Outsourcing

P.A.

Manufacturing and Services

Case Studies
Business Development and Breaking News:
Adoption of teleselling and SFA solutions among different BU. From 1.000 to 1.600 concurrent workstations, hundreds of agencies and agents connected.

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

Online Engagement: a project with international exposure.

New outbound centralisation for sales campaigns. Strong growth of workstations and outsourcer connected. Inbound sales: a project with international exposure. Increase of teleselling and telemarketing outbound campaigns. Online engagement for sales support; quality check for sales force automation. Teleselling: a project with international exposure.

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

CRM: a project with international exposure.

Applications Map
Mkt & Sales
Multimodal Call Center Online Engagement Teleselling, Vocal Order. Sales Force Automation Campaign Management ContaCT Highway Vivocha easyCIM easyView/CTA CTRecord/easyReplay

Help Desk
Multimodal Call Center Trouble Ticketing Survey application Field management

CRM
Multimodal Call Center Online Engagement CRM Platform Survey application

Credit
Multimodal Call Center Vocal Ordering Predictive Outbound Credit Collection platforms integration ContaCT Highway CTRecord/easyReplay

ContaCT Highway OTRS CTSurvey

ContaCT Highway Vivocha Contact Pro CTSurvey

Multimodal Contact Center

ContaCT Highway is the multimodal
contact center solution leader on Italian market. Its the enabling technological platform for all Reitek solutions suite.
channels management Scheduler ACD ContaCT Highway agent desktop management

References: cross-market solution through all segments.

Strengths The most powerful outbound engine in Italy. Configurability and customisation. Multimodality and multichannel. Cloud or On-premise versatility.

easyCIM

Multimodal Contact Center

ContaCT Highway
manages voice, video and data. Benchmark in Italy for Outbound, Teleselling and IVR solutions. Spotlights: Multi-site and multibusinesses centralisations. Daily updated technology. Open architecture and strong integrability.

Multimodal 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 phone ACD queuing

Multimodal Contact Center

Unified and multichannel Agent Desktop to manage interactions between contacts, campaigns and scripts.

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

Multimodal Contact Center

The multimodal 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.

Multimodal Contact Center

CTManager shows and configures all the contact center resources.
ACD queues, mailboxes, IVR wizard, lines and phone numbers, script and route points, tenant and agents.

Multimodal Contact Center

CTView is the real time basic dashboard to control the contact center.
ACD queues and agents status, media (voice, chat, email), custom events, lines and phone numbers.

Multimodal Contact Center

CTMonitor is the web application to monitor current campaigns and SLA:
verified login, web interface, inbound/outbound custom views, overview or detailed status for each task and service, customisable layout.

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. Key Features
Recording Playback
ON-DEMAND One-click from phone toolbar.
AUTOMATION CTI scheduling.

CRIPTING Enabling through OpenSSL.

CONTROL System and access management.

TAGGING Customisation.

COMPATIBILITY Marathon.

Recording and Playback

IVR and Web Call Back

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 via web page, with proactivity rules management.

Agent Call Back

Survey
CTSurvey is the web app for survey service creation. Integrated with ContaCT Highway platform, CTSurvey realizes Inbound and Outbound 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.)

Unified Communication
Open 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 solution, 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 or multichannel sales.
channel management Scheduler ACD ContaCT Highway agent desktop management

References: Utilities, Telco & Media and Outsourcing markets. Strengths CRM, Workflow and Campaign Management cross-solution. Manages both direct and indirect channels.

easyCIM

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, rescheduilng (in case of negative result). What to ask, to answer, to propose? Script Design.

SFA and Planning

WHY WHEN: Schedule and time-table management

WHO: Contact Center

Customer Strategy Marketing Sales

Appointment and meeting

WHERE: Regional and area planning
HOW: Workflow

Back Office
Appointment lifecycle

SFA and Planning

Sales area management: regional coverage and optimisation, agencies, branches, agents. Calendar and time-table management: meetings monitoring, real-time salesman availability.

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

Help Desk
Dashboard to visualize:

Managed tickets; Expired tickets, in compliance with SLA; New or unmanaged tickets, waiting for agent assignment.
Multimodal management: MAIL, VOICE, CHAT; Automatic ticket creation with automatic answer and related code.

CRM
Contact Pro represent one of the most qualified and complete CRM platform among Italian overview. Its a very flexible solution which includes specific verticals (i.e. Food, Holidays) and features (i.e. telemarketing script), perfect for Contact Management synergies.

Performance Analytics
easyView is the outstanding tool to monitor and analyze contact centers processes. Data are available anywhere, anytime, on any device.
dashboard, analytics, reporting

References: cross-market solution through all segments.

Strengths Real-time analysis. Interactive dashboards.

data Performance Analytics

markets channels agents

Vertical markets know-how.

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 (i.e. ERP, CRM, delivery, billing) to improve the full process.

Cloudando
Cloudando is the Cloud platform marketplace for Contact Centers looking for integrated Marketing, Sales, Customer Care, Help Desk and Credit Management applications.
Strengths Fast startup. On-demand flexibility. Project and Services integrated consultancy. Pay-per-use model. Completeness of the offer. Management of peaks up to 3.000 simultaneous workstations.

Security and Privacy compliance.

www.reitek.com