Experience Excellence:

(1)

Experience Excellence:

The Philippine Advantage

Miguel Garcia

President

Diversified Technology Solutions International – DTSI

Anthem Solutions Inc

Board of Trustees – Business Processing Association of the Philippines

January 2011

All information and data in this presentation is the exclusive property of BPAP, Everest Global, and Outsource2Philippines and cannot be copied, distributed, or sold without the express written permission of the copyright owners. Copyright © 2010 BPAP, Everest Global, & Outsource2Philippines

(2)

Philippine IT

Philippine IT--BPO: Established excellence in voice

BPO: Established excellence in voice

to growing non

to growing non--voice capability

voice capability

V

O

IC

E Customer interaction and

V

O

IC

E Customer interaction and

support, telemarketing,

advisory

N

O

N

-V

O

IC

E

FAO, HRO, LPO, health

care information

management,

transcription, research

and analytics, supply

management,

procurement,

industry-specific services (health,

telecoms, energy)

C

P

O

Creative process

outsourcing: animation,

game development

1

ADM, IT infrastructure

management, product

development

Design process delivery

services

IT

O

/E

S

O

(3)

Road Map 2010 put the industry on a rapid growth

trajectory

Philippine IT-BPO industry size

2006–2009; US$ billion

~50%

~26%

~19%

~25%

x%

YoY Growth

Impact over 5 years

Contribution

to GDP

4%–5% of annual GDP

Employment

generation

Largest private sector

new job creator

350,000 direct and

Up to 0.7–1.0 million

indirect jobs

~50%

FTEs = full-time employees, YoY = year on year

1 Philippines IT-BPO market as percentage of global offshore services market, in revenue terms Sources: BPAP; Everest analysis

# FTEs

(~‘000)

240

300

370

440

530

Global

share

1

5%

6%

7%

8%

indirect jobs

Foreign

exchange

earnings

Significant export

impact

3

rd

-largest export

earner based on net

value added

Growth of

Next Wave

Cities™

Catalyzed growth of

10+ Next Wave Cities™

adding over 50,000

jobs

(4)

Philippine IT

Philippine IT--BPO: Double

BPO: Double--digit growth

digit growth

during the global financial crisis

Sector

2009 Revenues

($000,000)

%

change

vs YA

Contact center (voice BPO)

5,100.0

23.0

Back-office/KPO (non-voice BPO)

1,118.0

35.0

Over

$7 billion

in revenues, 19% growth amidst the global crisis

IT outsourcing

568.0

-5.5

ESO and design process delivery

228.0

0.0

Transcription (non-voice BPO)

186.8

3.0

Animation

120.0

0.0

Game development

4.5

50.0

TOTAL Philippine IT-BPO

(export)

7,325.3

19.0

Source: BPAP, ACPI, CCAP, GDAP, MTIAPI, PSIA

(5)

Sector

2009

Employment

(FTEs)

%

change

vs YA

Contact center (voice BPO)

280,000

23

Back-office/KPO (non-voice BPO)

86,000

25

Over

70,000

new jobs created in 2009

Philippine IT

Philippine IT--BPO: Double

BPO: Double--digit growth

digit growth

during the global financial crisis

IT outsourcing

35,300

0

ESO and design process delivery

12,000

0

Transcription (non-voice BPO)

20,224

0

Animation

8,000

0

Game development

640

28

TOTAL Philippine IT-BPO

(export)

442,164

19

Source: BPAP, ACPI, CCAP, GDAP, MTIAPI, PSIA

(6)

The

The Philippine

Philippine talent

talent value proposition

value proposition:

:

large pool of young, English

large pool of young, English--speaking talent

speaking talent

Number of college degree

graduates

2009

Annual

growth

Medical and natural sciences,

allied fields

132,244

Business, accounting, and related

fields

107,272

Social and behavioral sciences,

education

68,764

Engineering and architecture

50,734

Abundant labor force of 38 million

Over 450,000 college graduates per year

Large pool of accounting and business

graduates

English proficiency

Affinity with Western culture

Customer service orientation

Highly trainable

Cost effective

5

Source: CHED 2010; CIA World Factbook 2010

Suitability rates are empirically based on a total of >80

interviews with HR professionals working in each country

Engineering and architecture

50,734

IT-related and mathematics

47,928

Fine arts, masscom, humanities

12,269

TOTAL Tertiary level

469,654

5.8%

Pop

Labor force

Unemp rate

Literacy

World

6,768M

3,179M

8.7%

82.0%

India

1,130M

509M

7.8%

61.0%

China

1,330M

814M

4.3%

91.6%

Brazil

201M

102M

8.1%

88.6%

Philippines

100M

38M

7.5%

92.6%

Cost effective

(7)

Suppliers and captives service a range of verticals

and globally prominent logos

Supplier presence across industry verticals

1

Wide range of industry-verticals serviced

Captives of 60+ Fortune 1000 firms

# FTEs servicing (’000s)

75+

# Firms

50+

Banking and financial services

MDR and healthcare

40+

25+

15+

25+

Telecom, travel, energy, and media

BFSI = banking, financial services, insurance; MDR = manufacturing, distribution, retail 1 Per Everest-O2P survey of ~200 firms across the Philippines IT-BPO industry

(8)

Contact center sector: The world’s best

One of the fastest-growing industries in the country

No. of contact centers in the Philippines: 239 (Oct. 2010)

Total full-time employees in 2010: 350,000*

Estimated revenues in 2010: US$6.3 billion*

Revenue growth from 2009: 25%*

Key Players in the Country

Third-party providers

: Convergys, TeleTech, Stream Global

Services, Sykes Asia, Aegis PeopleSupport, Teleperformance,

Sitel, CyberCity Teleservices, Telus, ePLDT Ventus, Sutherland,

ACS, HTMT, IBM Daksh, KGB, Transcomm, ePerformax,

Link2Support, Genpact

Captives

: HSBC, Dell, Shell, Siemens, Verizon, Citigroup, Six

Continents–Intercon Hotels, Henkel Financial Services, GE

Money, Trend Micro, Oracle Technology, Western Union, Ford

(Percepta), DHL

*As reported by CCAP, December 2010

2010* Offshoring

Destination

of the Year

National

Outsourcing

Association, UK

*(also 2007 & 2009)

(9)

•

No. of service providers: 96

•

Total full-time employees: 86,000

•

Estimated revenues in 2009: US$1.12 billion,+35% vs

year ago

Captives

: JP Morgan Chase, Emerson Financial Services,

Deutsche Knowledge Services, Thomson Reuters, Chevron,

Maersk Global Service Centres, Manulife Financial, Procter &

Back

Back--office and KPO: Best

office and KPO: Best--kept secret

kept secret

“Invariably our

local offices are

impressed with

the dedication and

energy brought to

the table by our

Maersk Global Service Centres, Manulife Financial, Procter &

Gamble, B&M Global Services (Baker & McKenzie), Ericsson,

Lexmark, McKinsey, Hewitt Associates, Nestle, Watson Wyatt,

DSM (White & Case), Integra BPS (formerly AIG)

: SPi, Accenture, Amdatex, IBM Business

Services, DDC Group, Digitrans Japan Phils. Inc., RG Financial,

Sencor, Transprocure, EXL, RR Donnelly, SVI Corporation,

Vantage Information Services (MT), Global Excel (HR), BPO

International, E-Scribir, Prople, Infinit-O, Affinity Express,

Eximius BPO, Asiatype, Integreon

the table by our

Manila service

center

colleagues.”

Joeri J. Timp

Executive Director

B&M Global

Services

(10)

Diversification into non

Diversification into non--voice and more complex services

voice and more complex services

continues

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(11)

•

Meaningfully large-scale delivery centers for

transactional non-voice services are possible

•

Multi-function centers delivering an array of voice and

non-voice services (including limited IT delivery) are

possible

•

Complex non-voice services (e.g., analytic, legal

Non

Non--voice capability uncovered

voice capability uncovered

The Philippines

can play an

important role in

the global

•

Complex non-voice services (e.g., analytic, legal

services) can be delivered from the Philippines although

the center size is likely to be small

The Silent Knight—The Philippines’ Emerging Non-voice BPO

Capability

Everest Research Institute, January 2009

10

the global

services supply

chain for

non-voice BPO.

Everest Research

(12)

Philippines is second only to India in provision of

offshore healthcare services

~US$1.5 billion

Philippines

(~US$94 million)

Rest of the world

(~US$400 million)

100-150 firms with an average size of US$5-10 million. Key

China – key services supported:

Healthcare customer care

Network support

Central and Eastern Europe – key services supported:

Healthcare customer service and BPO outbound

Support for oral and surgical (e.g., ophthalmology) areas

~25%

~8%

India

(~US$1 billion)

Off-shore healthcare market

100-150 firms with an average size of US$5-10 million. Key

areas include:

Medical Transcription:

Estimated at ~US$650 million, employing ~52,000 FTEs

1

Revenue Cycle Management:

Estimated at ~US$350 million (including coding)

2

Claims processing: (emerging activity area)

Major payer process outsourced

Sizeable availability of HIPAA trained talent pool

1 NASSCOM estimates

2 ValueNotes Research estimates Source: Everest analysis

(13)

Healthcare offshoring in the Philippines has grown

rapidly over the last 5 years

Philippines’ Healthcare offshoring market size

2004-09; US$ million

FTEs serving global markets

1

Industry focus split

UK

Cont. Europe (1%)

Domestic

APAC

CAGR:

~40%

North America

Key industry strengths

Industry overview

1 Everest-O2P survey results

Source: BPAP, Primary interviews with suppliers, Everest analysis

•

Extensive experience in medical transcription

•

Small but growing presence in HIM and revenue cycle

management

•

30+ setups

with over

12,000 FTEs

earning around over

US$90 million

in industry revenue

•

Serve North American, European, and Asian markets

•

Sizeable and amenable talent pool

– Abundant nursing and allied medical graduate pool

– Strong English voice skills

– Cultural affinity to U.S.

(14)

•

Software development companies: 135 (export

only)

•

Total IT professionals: 35,300

•

Revenues in 2009: US$ 568 million

Capabilities

•

Applications development and maintenance

•

IT operations and infrastructure

Software product development

Philippines has been exporting IT services

for over 3 decades

•

Software product development

•

Business analysis, project mgmt, education

Accenture, IBM Solutions, HP, RCG, Siemens,

Headstrong, Fujitsu, Pointwest, Oracle, Lawson,

Misys, Logica, NEC, Safeway, Netsuite,

Tsukiden, Jupiter Systems, Sun Microsystems,

Unisys

13

Source: BSP

(15)

•

Total animation and game development studios in the

country: 77

•

Total animators and game developers in the country:

8,640

•

Revenues in 2009: US$124 million

Capabilities

- 2D/3D animation incl. pre- and post-production work

- Flash animation, Web design, graphics and art design

Creative process outsourcing: exporting animation,

digital games, designs, and other creative content

- Flash animation, Web design, graphics and art design

- Interactive game dev (PC gaming and console games)

- Medical/educational animation, e-learning

Key players in the country

Toon City, Top Draw, Artfarm Asia, Toei Animation

(since 1986), Animation 1, Holy Cow!, Digital

Exchange, Top Peg Animation and Creative Studio,

Geebo Digital, Flipside Games, CreativeAsia, Cutting

Edge, Anino, Micronet Software Manila, Japan Media

Programming–Cebu

(16)

Engineering and design process outsourcing:

geographically diverse market

•

Total number of engineering design companies: 45

•

Total number of full-time engineers: 12,000

•

Estimated revenues in 2009: US$228 million

Capabilities

•

Over 75,000 licensed professionals

•

40,000 graduates of engineering courses annually

(CAD-enabled)

Bechtel, Bouygues Construction, Chiyoda, Eichleay Pacific, Fluor Daniels, Foster

Wheeler, Hyundai, JGC Phils. (since 1989; now 850 FTEs), Kajima, Keppel, KHI

Design and Technical Services Inc. (for Kawasaki), MHI Technical Services Corp.

(for Mitsubishi), Nakayama, Parsons Brinckerhoff, Tsuneishi (in Cebu)

(CAD-enabled)

•

Internationally accepted engineering standards

―

computer-aided

manufacturing (CAM); computer-integrated manufacturing (CIM)

(17)

The Philippines has established itself as a mature

Tier

Tier--1 destination in a competitive global

1 destination in a competitive global

environment

Mature

Credible

Emerging

Eastern Europe:

Established

near-shore

destination

China:

Domestic and APAC

centric scale and

capabilities

Mexico, Brazil, Columbia,

Chile, and Argentina:

Evolving rapidly as

near-shore base to drive

penetration in North

America

Philippines:

Reaching #1 in

voice BPO (330K+

FTEs)

#2 in

non-voice/IT-BPO (200K+ FTEs)

Philippines:

Reaching #1 in

voice BPO (330K+

FTEs)

#2 in

non-voice/IT-BPO (200K+ FTEs)

India:

Industry leading scale and

capabilities

Voice: 350K+ FTEs

Non-voice IT-BPO: 1.4M+

FTEs)

India:

Industry leading scale and

capabilities

Voice: 350K+ FTEs

Non-voice IT-BPO: 1.4M+

FTEs)

Egypt, Morocco, and

South Africa:

Significant

government-backed

push to target UK and

Europe

Source: Everest analysis

(18)

Philippines is also relatively stable, though there

are concerns around safety and labor pool

sustainability

Skilled

English-speaking talent

availability

Risk index for English BPO

(Higher score implies higher risk)

1.75

1. 76

1.81

1.87

2.01

2.15

2.19

India

Philippines

Poland

Malaysia

Egypt

Romania

China

Mexico

Safety and security

Investment climate

Physical and social

infrastructure

(19)

Philippines is among the top

Philippines is among the top--3 global sourcing

3 global sourcing

locations in terms of

talent availability

Annual tertiary graduate pool

2010; ’000s

Annual supply of technical

talent for IT

2010; ’000s

Annual supply of F&A/business

graduates

2010; ’000s

(20)

Philippines is currently among the most cost

Philippines is currently among the most

cost--competitive destinations for IT

competitive destinations for IT--BPO services

BPO services

70-72

Reflective of market averages. Range could

vary depending upon

Tier-1 vs. Tier-2 cities

Suppliers vs. captives

Scaled operations vs. mid-size

Direct operating cost

1

per FTE for English voice work

2010; US$ ’000 per annum per FTE

MARKET AVERAGES

ENGLISH-LANGUAGE VOICE EXAMPLE

1 Ongoing costs only; excludes margins/mark-ups, centralized corporate overheads, initial investment, set-up costs, and travel costs

Note: Exchange rates for local currencies with respect to the U.S. dollar have been averaged for 12 months from Oct. 1, 2009 to Sept. 30, 2010

Source: Everest analysis

29-32

24-26

19-20

16-17

15-16

14-15

US Tier-2

Mexico City

Krakow

Kuala Lumpur

Cairo

Metro Manila

Delhi/NCR

Scaled operations vs. mid-size

operations

(21)

Combined with broader talent pool indicators,

Philippines is well positioned amongst global

locations

Quality of Experienced talent pool Scalability

Cumulative talent competitiveness index for BPO (Higher score implies greater competitiveness)

1.46

1.30 3.05

2.20

1.56

India Philippines China Egypt Malaysia Mexico Poland Romania

Size of graduate pool Quality of English accent (cultural affinity with U.S.) 1.30 0.95 0.75 0.64 Key takeaways

Top-3 global location in graduate pool size

Third-largest talent pool in delivery of voice, F&A, and IT services Amongst the largest experienced talent pools globally

(22)

Direct operating cost

1

per FTE for F&A transactional work

2010; US$ ’000s a year per FTE

Likewise, Philippines is the among the lowest cost

locations for non

locations for non--voice BPO work…

voice BPO work…

MARKET AVERAGES

FAO EXAMPLE

1 Ongoing costs only; excludes margins/mark-ups, centralized corporate overheads, initial investment, set-up costs, and travel costs

Note: Exchange rates for local currencies with respect to the U.S. dollar have been averaged for 12 months from Oct. 1, 2009, to Sept. 30, 2010

(23)

…and for IT services

MARKET AVERAGES

ADM EXAMPLE

Direct operating cost

1

per FTE for IT Applications Development and Maintenance (ADM)

2010; US$ ‘000s per annum per FTE

1 Ongoing costs only; excludes margins/mark-ups, centralized corporate overheads, initial investment, set-up costs, and travel costs

Note: Exchange rates for local currencies with respect to the U.S. dollar have been averaged for 12 months from Oct. 1, 2009, to Sept. 30, 2010

(24)

Income Tax Holiday (ITH) for 4 years,

extendable to 8 years

After the ITH period, special 5% tax on

gross income in lieu of all national and

local taxes

Exemption from duties and taxes on

imported capital equipment, spare parts,

supplies, and raw materials

Competitive investment incentives

There are 129

IT parks and

centers across

the country

Domestic sales allowance of up to 30% of

total sales

Exemption from export taxes, wharfage

dues, imposts and fees

Exemption from Value Added Tax (VAT) on

allowable local purchases such as

telecom, power, and water bills

Additional deduction of 50% of total

manpower training cost under the special

5% gross income tax regime

(25)

Reliable and redundant connectivity

Transmission Backbone Networks

PLDT Digital Fiber Optic

Network (DFON)

Globe Telecom Fiber Optic

Backbone Network (FOBN)

TelicPhil (BayanTel) Nationwide

BACOOR ERMITA SAMPALOC CANERO AURORA MAKATI BALLESTEROS LAOAG SUBIC BAGUIO SFLU DAGUPAN CABANATUAN VIGAN TARLAC URDANETA CAUAYAN TUGUEGARAO SOLANO

TGN-IA

AAG

EAC

APCN2

TelicPhil (BayanTel) Nationwide

Digital Transmission Network

(NDTN)

Cable Landing Stations

Ballesteros, Cagayan

Tanza, Cavite

Nasugbu, Batangas

Bauang, La Union

DAVAO

CDO DAUIN TALISAY LAHUG LILOAN SAN REMIGIO ROXAS SAN JOSE MAMBURAO NASUGB U CADIZ MANTICAO ILIGAN ZAMBO ANGA GEN. SANTOS BACOLOD SORSOGON BATANGAS CABADBARAN COTABATO PAGADIAN BUTUAN MAASIN TACLOBAN ORMOC PAGBILAO _PILI LEGASPI CALBAYOG DONSOL NAGA DUERO TAGBILARAN ILOILO MASBATE BANATE MARIBOJ OC TALISAY

APCN2

C2C

(26)

Lowest rental rates in the region; dedicated IT parks right in the center of business districts

RCBC Plaza, Makati City

Eastwood City Cyberpark

Quezon City

The Philippine work place infrastructure proposition:

IT

IT--BPO designed, suitable infrastructure

BPO designed, suitable infrastructure

Northgate Cyberzone

Muntinlupa City

Bonifacio

Technology Center,

Taguig City

PBCom Tower

Makati City

METRO MANILA

McKinley Hill

Taguig

(27)

•

Business environment

•

Leading the industry priorities behind govt policy and legislative agenda –

fiscal

incentives, data privacy, IP protection, cybercrime, Labor Code amendments, DICT

•

Supporting investors with set-up through “industry roundtable”

•

Provide industry overview

•

Organize site visits and

meetings with vendors & govt

BPAP advisors

•

Provide best options

available that fit requirements

•

Provide end-to-end service

support

•

Complete delivery and

after-Infra – Telco, Property,

Hardware

BPAP: Executing the road map

•

Due diligence assistance

•

Business registration

facilitation

•

After care service

Government – BOI, PEZA,

LGUs

•

Provide end-to-end quality

assurance for investors

setting

up operations in the

Philippines

•

Assist investors with

government approvals

Legal consulting

•

Provide overview on talent

pool based on competency

requirements

•

Deliver recruiting and training

quantity and quality

requirements

Staffing consultants/Advisors

•

Complete delivery and

after-dales service

Investor Assistance

Group

(28)

Ilocos Cagayan Valley Central Luzon Southern Tagalog Bicol Cordillera Metro Cavite Santa Rosa Angeles/Clark Bulacan Lipa

Manila

Developing and promoting

Philippine top

Philippine top--10 next

10 next--wave cities

wave cities

to host more BPO companies

BPAP: Executing the road map

Metro Manila has 340K IT

Metro Manila has 340K IT--BPO FTEs,

BPO FTEs,

making it the BPO capital of the world;

30 other RP cities host BPO companies

Baguio Western Visayas Central Visayas Eastern Visayas Western Mindanao Northern Mindanao Southern Mindanao

Central Mindanao Davao

Iloilo

Bacolod

Cagayan de Oro

Super cities have >15,000 IT-BPO workers

Large cities have a potential capacity of 10,000

–

––

–

15,000

Mid-sized cities 5,000

––

–

10,000

Another 20-plus cities offer a potential capacity of

<5,000 FTEs each

•

Next Wave Cities™

Cebu

27

Dumaguete

(29)

Road Map 2016: Driving to Global Leadership

(30)

Why is the Philippines a Top Offshore BPO Location?

•

Labor costs for English speaking professionals amongst lowest in the

world

•

All-in costs amongst lowest in the world

Cost

Competitiveness

•

Began deregulating early, in the mid-90s

•

Cost of bandwidth has dropped over 85% in last 5 years (from $14K in 2001

to < $1.5K per month for E1 lines to US)

Excellent Telecom

Infrastructure

•

Abundant and low-cost real estate in several urban areas

•

Renters’ market today, 1.1 million sq.m. in new supply 2009-2010 of which

Plentiful Quality

Office Space

•

Renters’ market today, 1.1 million sq.m. in new supply 2009-2010 of which

less than 10% is committed

Office Space

•

4 to 8 year Income Tax Holiday

•

Approximately 15% tax rate after lapse of holiday

Tax-Free Holidays

•

Comprehensive McKinsey-BPAP (Business Processing Association of the

Philippines) Roadmap 2010 to achieve $10+ Billion revenues, 1 million

employees

Strong Government –

Private Sector

Partnership

•

Catching up with India ($4.1 Billion in 12/08 versus $4.8 Billion for India in

3/08 but faster growth rate

•

Positive experiences of captives Dell, JPMorgan, HSBC, Citi and

outsourcers Accenture, IBM, Teletech, Convergys, etc

.

Global Reputation

(31)

IT Skills

IT Operations Mgt

Data Center Operations

Applications Development

& Maintenance

IT Infrastructure

Service Desk

Technical Consulting/ Business Analysis

Philippine IT outsourcing: continuing to establish a strong

niche in global ITO space

30

Maintenance

Asset Management

Remote Network

Application Development & Deployment

Package Implementation

Application Conversion & Integration

Application Maintenance & Support

(32)

Managed Services for the

Enterprise

(33)

Managed Service Organizations

Provide Economies of Scale

Real time monitoring of solution

and communication network

Global Best Practices

Reduce Cost

Resource Limitations

Extend Solution Availability

Managed Services Business Drivers

Access to best practices adopted

by top companies

Managed Service Organizations

Provides Abundance of Skilled

Manpower

Service Level Agreements

Focus on core business – not

communication applications/

multi-vendor networks

(34)

Enterprise Managed Services Focus Areas

Communication Infrastructure

Call Center Infrastructure

•

IP Telephony

•

Audio Conferencing

•

Audio Messaging

•

Video Infrastructure

•

Automatic Call Distribution

•

Reporting

•

Self Service

•

Workforce Management

•

Recording

•

Computer Telephony Integration

Network Infrastructure

Computing

•

WAN

•

LAN

•

Security

•

Wireless

•

Desktop Infrastructure

•

Server Infrastructure

•

Storage

(35)

• Incident Management

• Problem Management

• Change Management

• Release Management

• Capacity Management

• Service Desk

• Availability Management

• System Administration

Managed IT Services Scope of Support

• Release Management

• Security Management

• System Administration

(36)

Managed Services Operates on ITIL-Based

Standards

Reducing capital IT costs

Improving user productivity

Measurement and improvement of IT performance

and service provisioning

Improving communication and information flows

between IT and other departments

Ability of IT to adjust as business opportunities and

challenges arise

International set of documented IT best practices, which supports:

Defines IT in terms of services rather than systems

‒

Clearly identifies roles and responsibilities for Service Management

Effective foundation for quality IT service management

‒

Provides proven value to customers

Flexibility to choose services and scale as needed

‒

Definable and repeatable framework creates consistency and

(37)

E

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r

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V

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Managed Services Value Hierarchy

Outsourcing

Build and

Managed

E

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r

is

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V

a

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Capital and

Operational

Effectiveness

Operational Efficiency

Core Competency

Optimization

Rapid Skills

Deployment

Staff

Augmentation

Out-Tasking

(38)

Build and Managed

Facility Build Out

Technology Build Out

Maintenance Services

Managed Services

•

Site Selection

•

Architectural Design

•

Civil, Mechanical, and

Electrical Works

•

Project Management

•

Supplier Management

•

Security

•

Solutions Architecture

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Capacity Planning

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Equipment Acquisition

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System Integration

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Connectivity

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24x7 Technical

Support

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Onsite Dispatch

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Parts Replacement

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Multi-Vendor

Management

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24x7 Monitoring

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24x7 Helpdesk

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T1, T2, T3 Support

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ITIL Based Processes

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Network Optimization

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Facility Management

Monthly Charges Per Seat Usage

Service Level Agreement

(39)

Corporate Overview

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Leading Systems integrator, managed facilities and managed technology provider in the

Philippines with Contact Center Domain and BPO Expertise

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Servicing over 50 contact centers, majority of top US call centers and Fortune 500 companies

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Installed/enabled 100,000+ call center seats in the US and Philippines

Diversified Technology Solutions

International Inc.

Value Offerings

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Turnkey facilities complete with technology and telephony using a capital preservation model

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Flexible facility solutions which include incubators and swing space

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Network infrastructure connecting the US and the Philippines

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Assistance on ancillary services such as recruitment, accounting, legal services

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Contact Center Optimization, M&A Technology Integration, and Business Process Consulting

and Professional Services

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Contact Center Applications and Solutions including Hosting and Managed Services

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Supply of technology, global purchase discounts extended and full post sales support