Whats new in CALA, Central

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Whats new in CALA, Central Latin America (CALA)
Orlando Moreno omoreno_at_hotmail.com 408.656.2498
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Give us the tools and we will finish the
work...

• Winston Churchill

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MISSION

• to become a Focused and Profitable Emerging
  Global Company that through both operational and
  financial engineering of services and products
  will provide maximum geographic coverage and
  synergy at a minimum cost generating a high
  return for shareholders.

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V I S I O N
SALES NEW BUSINESS
PRODUCT, RD AND SERVICES
INTEGRATION OF PROFESSIONAL SERVICES
MAKETING COMMERCIALIZATION
ADMINISTRATION
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Current Situation
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Call Centers growth is increasing worldwide at a
rate of 85- A 20 of current NICE clients are
worldwide well established- Additional 35 of
current NICE clients are worldwide seekers -
General trend in our business is worldwide
services and support- New Opportunities for
Voice/Data/Screen/E-Services Recording- North
America PM activities and reputation well
recognized worldwide- Competition getting
stronger, specially COMVERSE- Competition
Opening Regional offices in CALA, specially
WITNESS - Competition launching new products,
specially Dictaphone
Current Situation External Factors
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Assessment

• Strengths Weaknesses
• - People/Client Commitment - Lack Technical
  Support
• - Market knowledge - Lack Intl PM Structure
• NA PM process developed - Investment/Training/Op
  erating
• - PM Skill Set Developed cost budget freeze
• - Manage Capacity on Mega-Proj - Irregular
  fluctuation between sales
• - State-of-the-art lead technology and
  operations/PM
• - Internal re-org vs Internal grow - Lack
  Procedures/Process Policies
• Large product line - Lack of strong sponsors
  partners
• NICE well known global image - Lack of Upper Mgt
  Support
• - New products / Low quality
• - Lack Full Customer Support
• - Lack Local Distribution
• - Unclear Future

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Priorities, Objectives and Strategies
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OUR PRIORITIES
Customers
Professional Services
Share Holders
Employees
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OBJECTIVES
Areas to Target and Focus On

• Strategy and Planning
• People
• Tools and Systems
• Training
• Processes
• Monitor and Control

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Professional Services
STRATEGIES

• Assume responsibility of all implementation
  installation activities
• Establish regionally located Professional
  Services groups
• Develop and implement a formal statement of
  work for each project and installation
• Develop and implement a formal hand-off process
  from Sales/Pre-Sales to Professional Services to
  Customer Support
• Develop a menu approach for Professional
  Services activities

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Professional Services
STRATEGIES

• Dedicated PM to CALA Projects
• Dedicated Installers to CALA Implementations
• Dedicated Customer Support to CALA Installations
• Dedicated Help Desk to CALA
• PM participation on DEMOs, Seminars, Exhibitions
  and Shows along with Sales force
• Plan and implement a Focus Account review
  process
• Per Quarter REVIEWS based on group/company efforts

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Professional Services
STRATEGIES

• Expand our Project Management Program to our
  partners and dealers to include CALA
• Establish user training and train the trainer
  programs for CALA
• Develop and implement service improvement
  programs with our dealers
• Marketing in Spanish (Spanish speaker technical
  writer)
• CEM White paper
• Common QA
• Top 10 reasons to buy Nice CEM
• Market information about the region

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Professional Services
STRATEGIES

• Version 8.5, 8.7 Spanish
• Spanish GA on future versions
• Multilingual Marketing/Sales/PM/CSC material
• Establish a plan for referral of new Sales
• Plan and implement full remote capabilities for
  Vantive system worldwide
• Remote terminals
• Real time customer case status
• Web accessible search for FAQs

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Professional Services
STRATEGIES

• Plan, implement and manage reporting process for
  Global Clients
• Establish and manage Quality Measurement
  Processes for Global Clients
• Explore any candidate inside our own NA
  organization to serve as dedicated CALA PM
• Look on CALA dealers, partners, customers for
  temp PM candidates
• Enforce a Training Process as per NA referred in
  our server in nicesfo/sfodata/sdata/SFO
  Professional Services/Project Mgmt Training

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Professional Services
Lab Testing

• Menu approach
• Modular pricing

Staging
Applications Eng
Partners/ Dealers
Installation
Installation
Upgrade PM
New System Project Management
Service Bureau
- Field requests - Price activities - Schedule
work - Coordinate activities
Customers
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PM Management TEAM
NA WEST REGION
NA EAST REGION
CALA
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NICE Internal PM Work Load Distribution
Orlando Moreno
PMs Designated To CALA Projects
Kirsten Smith
Christopher Sykes
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PM CALA Work Load Distribution
Orlando Moreno
CALA Dealers, Partners
PMs Designated To CALA Projects
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Market Sales Results
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Market sales results some facts

• Comparing Q1/Q3 1999 to Q1/Q3 2000, CALA has
  shown 60 growth

• 65 of all installations during Y2000,
• were within Contact Centers

• 70 of the installations were
• within existing customers

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Market sales results some facts

• Out of 240 PO received during Y2000,
• 6 were above 150K

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Market Sales Projections
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CALA Highest Revenue Ranked Customer

• - ATENTO - AMEX
• - TELETECH - NEXTEL
• - CITIBANK - ABN Amro

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TARGET MARKETS
TOP PRIORITY
SECOND DIVISION
RUNNERS UP
Colombia Paraguay Brazil Mexico Chile Panama Argen
tina
Peru Venezuela Ecuador Bolivia Uruguay Caribbean
All remaining countries
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Market sales results Applications
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Market sales results Switches
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CALA Target for 2002
12000
10000
8000
6000
4000
2000
0
1999
2000
2001
2002
El futuro color ROSA
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Possible obstacles
Culture
Overwhelmed Vision
Escalation Decisions
Wrong Strategies
Bureaucracy
Resources
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Orlando Moreno omoreno_at_hotmail.com 408.656.2498

• Lets continue the success next year