Your business partner for Help Desk services.

Your business partner

for

Help Desk

Agenda

1. Company Profile

•

Organization, positioning, customers and markets

2. Help Desk solutions

•

Multichannel Contact Center

•

Trouble Ticketing platform

•

Survey applications

1.

Executive Summary

Type S.p.A.

Industry Telecommunications, software development, consultancy.

Founded 1990

Headquarters Milano, Italy. Employees 76 (31 Dec. 2013)

Revenues 10,2 Millions € (31 Dec. 2012) Certifications UNI EN ISO 9001:2008

Quality Management System Website www.reitek.com

We’re focused on Contact and

Campaign Management. Our mission is to create value for enterprises and organizations:

• Cross-channel software products to engage prospect and enhance

customer experience.

Milestones

Practice and reliability

1990-2002

- First IVR release - Launch of CTI

- Development of Voice Portal

Research and thriving

2002-2010

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

Evolution and vision

2011-2014

- Launch of Cloudando - SFA and Teleselling boost - Vivocha startup

- New company shareholders

Positioning

Reitek designs and develop integrated

software products for Contact, CRM and Campaign Management end-to-end projects among 6 main markets:

Reitek customers shows three common characteristics:

• Presence of an internal or outsourced

Contact Management function.

• Wide prospect/customer base.

• Frequent and multichannel interactions

with customers.

Telco & Media Utilities Manufacturing and

Services Finance

Outsourcing Public Administration

Customers and Markets

Utilities Telco and Media Finance

2.

Applications Map

Mkt e Vendite

Multichannel Call Center Online Engagement Teleselling, Vocal Order. Sales Force Automation Campaign Management ContaCT Highway Vivocha easyCIM easyView/CTA CTRecord e easyReplay

CRM

Multichannel Call Center Online Engagement CRM Platform Survey application ContaCT Highway Vivocha Contact Pro CTSurvey

Help Desk

Multichannel Call Center Trouble Ticketing Survey application Land Management ContaCT Highway OTRS CTSurvey

Credit

Privacy & Security Compliance

Management of ‘mute phonecalls’.

Particular features and configurations are available to stop the mute calls following time and quantity parameters, play a comfort noise, recalls by dedicated operators, archive analysis and statistics on On-premise and Cloud systems.

Privacy Policy Treatment in relation to the Italian Legislative Decree 196/2003, and following changes, in respect of employees and any other subject of Reitek S.p.A.

Reliability of Cloud services.

Control of mono/multitenancy access , redundancy of the whole system, data backup, operational customer independence. Moreover storage, backup and management of information are in data center located in Italy.

Remote selling laws.

E.g. tools to support teleselling and eCommerce. Custom operators script to manage the pre-contract information (identity of the trader, characteristics of the product or service, payment method, warranty) and vocal recording of the purchase.

UE Directive on web cookies.

Using Reitek web services (e.g. the public website) the user allows Reitek to manage cookies.

Multichannel Contact Center

ContaCT Highway

contact center product leader on Italian market.

It’s the «enabling technological platform» for all Reitek solutions offering.

Strengths

The most powerful outbound engine in Italy.

Configurability and customisation. Multi-tenancy.

ContaCT Highway

Benchmark in Italy for

Outbound, Teleselling and IVR products. Spotlights:

• Multi-site and

multi-businesses centralisations.

• Daily updated technology.

• Open architecture and strong integrability.

Unified and multichannel

Agent Desktop

applications. • ERP • CRM • Knowledge Base • Front-end focus. • Browser-like experience.

• SIP software Telephone.

• ACD efficiency.

The multichannel 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.

CTManager shows and configures all the contact center resources.

• ACD queues

• mailboxes

• IVR wizard

• lines and internal phone numbers

• scripts and route points

• tenants and agents

CTView is the real time basic dashboard to control the contact center:

• ACD queues

• agent status

• custom events

• media (voice, chat, email)

• internal phone numbers

• lines

CTMonitor is the web application to monitor running campaigns and SLA:

• verified login, web interface

• inbound/outbound custom views

• overview or detailed status for each task and service

• extreme customisable layout

Recording and Playback

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 from web page, with proactivity rules management.

Help Desk

Help Desk

Dashboard to visualize:

• Managed tickets;

• Expired tickets, in compliance with SLA;

• New or unmanaged tickets, waiting for agent assignment.

Multichannel management:

• MAIL, VOICE, CHAT;

Survey

services creation. Integrated with ContaCT Highway platform, CTSurvey realizes IVR Services with custom features:

• time session and expiry date;

• recorded messages uploading;

• contacts import;

• API web services to integrate third

Performance Analytics

analyse contact center processes and CRM or Customer Care services.

Strengths

Real-time Analysis. Interactive dashboard.

Data are available anywhere and anytime

Performance Analytics

• Near Real Time.

• Which is your inbound service status? Dynamic and interactive data

visualization.

• No need of datawarehouse, instant access to any kind of data source.

3.

Case Studies

Cloudando platform, i.e. the Cloud Contact Center Reitek solution, to manage trouble Ticketing services and Nectar Chat. Substitution of competitive product. Support to Nectar customers by telephone, web and e-mail.

ICT Help Desk services and Outsourcing Multichannel CRM. Customer Care Inbound projects, Outbound telephone

campaigns, IVR Services and Vocal Ordering, Email Marketing and Online Engagement. In-house development of vertical applications based on the integration with the Reitek telephone toolbar.