Getting Ready For The Next Wave

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Getting Ready For

The Next Wave

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About

Jesus C. Romero

• Head

Head, Enterprise Business Group

Head

• Began his career in telco in Globe Mackay Cable

and Radio Corp

• Has held previous positions as Director for

Business Services Sales & as Head of Wireline Data

in Globe

• BS Electronics and Communications Engineering,

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Globe Telecom: Who We Are, What We Do

• Globe Telecom is a full-service telecommunications provider in the

Philippines, catering to more than 23.9 million mobile subscribers, 841,000 broadband subscribers and over 100,000 businesses.

• Partly owned by Singapore Telecom and Ayala Group of Companies

• Globe Business, its corporate arm, offers end-to-end corporate solutions from

international and domestic voice and data services, to corporate and

wholesale Internet access services, and segment specific solutions customized to the needs of vertical industries

• Globe has its own international gateways, cable landing stations, domestic

fiber backhaul and a national access network (data, fiber, 3G/HSDPA, WiMAX).

• Globe is the only telecom in the Philippines who was awarded by the Metro

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Globe’s Support to the Industry

• Globe consistently supports industry orgs

–

Business Processing Association of the Philippines

• Trade Missions

• General Membership Association Meeting, CEO Forums • International Outsourcing Summit in October

–

Contact Center Association of the Philippines

• International Contact Center Conference • Golf events

–

Various Government Agencies

• Commission on Communication and Information Technology

(CICT)

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As IT-BPO companies expand, they need to find the right

solutions that can help them sustain their growth

• Based on the recent news and trends, BPO & IT companies are actively looking

at expanding to new, cost-efficient and talent abundant geographic locations locally.

• However, these companies need to ensure that wherever they go, they will

have:

– The right people

– The right ICT infrastructure

– The business environment

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An IT-BPO Company’s Major Investments

Space

Manpower

_{Infrastructure}

Telco

Hardware

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However, these major investments come

with risks…

High Cost High CostHigh Cost

High Cost ObsolescenceObsolescenceObsolescenceObsolescence Lack of scalabilityLack of scalabilityLack of scalabilityLack of scalability

Reduced business Reduced business Reduced business Reduced business focus focus focus focus Need to adapt to Need to adapt to Need to adapt to Need to adapt to growth fluctuations growth fluctuations growth fluctuations

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Today, companies are constantly looking at

how to best grow their business

• From one site….

Quezon City Quezon City Quezon City Quezon City Makati City Makati City Makati City Makati City Cagayan de Oro Cagayan de Oro Cagayan de Oro Cagayan de Oro City CityCity City Bacolod City Bacolod City Bacolod City Bacolod City

to multiple sites

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… to new solutions

that allow them to control growing expenses

Today, companies are constantly looking at

how to best grow their business

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Globe has the capability to connect your sites,

wherever you may locate in the country today

Headquarters

Site 2Site 2Site 2Site 2

•E-Line

•Leased Line

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Globe has the capability to connect your sites,

wherever you may locate in the country today

Headquarters

Site 2 Site 2 Site 2 Site 2 Site 4 Site 4 Site 4 Site 4 Site 3 Site 3 Site 3 Site 3

MPLS

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Globe Business can help you in managing

current costs

Our Direct Internet will ensure that you have

high-speed, dedicated internet connectivity

Headquarters HeadquartersHeadquarters Headquarters

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…and find new solutions that allows you to

control growing expenses

Headquarters HeadquartersHeadquarters Headquarters

Our Burstable GIX offers dedicated Internet connectivity

and double the Bandwidth burst from the CIR

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Globe allows you to make use of managed

products without buying your own…

Makati City Makati CityMakati City Makati City Cagayan De Oro Cagayan De Oro Cagayan De Oro Cagayan De Oro Bacolod City Bacolod CityBacolod City Bacolod City IP Phones IP PhonesIP Phones IP Phones IP Phones IP Phones IP Phones IP Phones IP Phones IP Phones IP Phones IP Phones

Managed IP

Managed IP----PBX

PBX

Quezon City Quezon CityQuezon City Quezon City Media Server Media Gateway

IP PBX

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Globe allows you to make use of managed

products without buying your own…

Hosted Contact Center

Headquarters Headquarters Headquarters Headquarters

+20 seats

Hosted Hosted Hosted Hosted Contact Center Contact Center Contact Center Contact Center

Contact Center Platform Contact Center Platform Contact Center Platform Contact Center Platform

Hosted Provider Operations Group Hosted Provider Operations GroupHosted Provider Operations Group Hosted Provider Operations Group

Company Company Company Company Hosted Provider Hosted Provider Hosted Provider Hosted Provider Agents Agents Agents

Agents AgentsAgentsAgentsAgents

Monthly Recurring Charge (MRC) – per seat

One-Time Charge (OTC) – initial set-up fee Go to new Go to new Go to new Go to new location locationlocation location

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Globe allows you to make use of managed

products without buying your own…

Managed Voice Services

-USA

USA

----Canada

Canada

UK UK UK UK Australia Australia Australia Australia Total Cost: Total Cost: Total Cost: Total Cost:

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IT-BPO companies need to ensure that their

operations will run smoothly at any given time

Our Data Center Services will enable you to ensure that your business will run even during times of disaster

Cebu Cebu Cebu

Cebu MakatiMakatiMakatiMakati DavaoDavaoDavaoDavao

Disaster Disaster Disaster Disaster Recovery Seats Recovery SeatsRecovery Seats Recovery Seats

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As your company grows, so should your people

Quezon City Quezon CityQuezon City Quezon City

Bacolod City Bacolod City Bacolod City Bacolod City

Cagayan De Oro City Cagayan De Oro CityCagayan De Oro City Cagayan De Oro City

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Employee Prepaid Plus

• Business Loop:

Discounted call rates within company calling circle

• AMAX CE:

web-based loading facility that can allow you to administer employee load spending while managing company spending

• Provide Employee Benefit

- Employee enjoys communication allowance and means

• Discounted Call Rates & Expanded Corporate Communication

- Your Corporate Business Loop will allow members of the company eco-system to enjoy special rates

• Greater Control for Communication Spending

–The prepaid nature of the products provides the company with the control

on communication spending per employee

–AMAX CE allows you to increase this control through the scheduling of

loading the prepaid amount specified by the company

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Business Need Business Need Business Need Business Need

-Need to create a communications program for the company employees

-Large number of agents makes it a challenge to manage communication benefits

-Required visible support from service provider About the Company

About the Company About the Company About the Company

-Global contact center present in more than 4 countries worldwide

-Currently has 3 sites in the Philippines -Has more than 8,000 employees

Case Study #1

BANK

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Results Results Results Results

-Satisfaction of higher management on results of the program

-Increased requirement for unlimited SMS for all Globe & TM subscribers in the company

-Recognition as one of the best IT-BPO employers in the country

Globe Globe Globe

Globe’’’’s Solutions Solutions Solutions Solution

-Alignment of new processes between the client & Globe for handyphone issuance, upgrade, etc

-Deployment of Globe personnel to each site -Exclusive prepaid hotline for the company -Preference for company employees (thru company IDs) in Globe Business Centers

Case Study #1

BANK

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About the Company About the Company About the Company About the Company

-Captive call center for a global bank Business Need

Business Need Business Need Business Need

-Expect surge in voice traffic for 3 months

-Long lead-time for installation of additional lines -Required early upfront investments

-Wanted to avoid an IP-based deployment`

Case Study #2

BANK

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-Pay-per-use model allowed the company to maintain its profitability despite lean months -Scalability reduced service delivery time by as much as 25%

-Excellent call quality and network availability Globe

Globe Globe

-Installed MVS for the company

-Accounts for the seasonality of the requirement with pay-per-use model

-Highly scalable

Case Study #2

BANK

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Business Need Business Need Business Need Business Need

-New campaign expected to come in soon

-Due to uncertainty of business, did not want to incur additional fixed costs

-Poor experience with IP About the Company About the Company About the Company About the Company

-Philippine-based Call Center -Major Client: Global Bank

Case Study #3

BANK

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-Shorter delivery time for network setup and upgrade allowed the company to match the cost commitment to revenue growth

-Provided for excellent call quality and network availability

Globe Globe Globe

-Installed Managed Voice Service for the company -Scalability allows for short-lead time for

installation

-Pay-per-use allows them to accept surge in traffic without incurring fixed costs

Case Study #3

BANK

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