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| Otscom has recently completed
their development of the live agent service portfolio, called the Virtual Office
Agent (VOA). We have a number of unique services offered under the VOA portfolio,
as described in detail below. This portfolio will be offered on the infrastructure
designed and built to deliver the “Call Center Franchise” offering.
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| “Virtual Office Agent (VOA)”
is a service portfolio of Otscom, which is the first Call Center Company to
encompass all products and services packaged to deliver a total solution to
the call center marketplace. In today’s competitive marketplace, service
providers are largely placing emphasis on automation, thus neglecting customer’s
need for personal service.
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| Outstanding services at
competitive prices will be provided by VOA through live, friendly, message
handling experts. Our goal is to add a live and enthusiastic voice to all
Computer, Network and Voice Communications for all the services offered via the
VOA service portfolio:
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Virtual (anywhere, anytime, worldwide)
Office (business related)
Agent (live operator in multiple languages)
Service (a total solution offering)
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| As a value-added service,
all VOA subscribers will receive free electronic mail boxes which can be accessed
from any where in the world over the NET. VOA offers personalized live agent
service in fifteen different languages for a variety of customers and solutions.
Some of the solutions are as follows:
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Otscom Virtual Hotel Service (VHS)
Otscom Virtual Office Assistant (VOA)
Otscom Virtual Operator Service (VOS)
Otscom Virtual Sales Assistant (VSA)
Otscom Virtual Ticket Agent (VTA)
Otscom Virtual Service Center (VSC)
Otscom Virtual Support Center (VSC)
Otscom Virtual Help Desk Agent (VHDA)
Otscom Virtual Command Center (VCC)
Otscom Virtual Translation Services (VTS)
Otscom Virtual Telemarketing Center (VTC)
Otscom E-Commerce Transaction Processing (E-Com TP)
Otscom WEB Based - Expert Technology Support
Otscom Custom Answering Service (CAS)
Otscom VOA Mobile 1 - (VOA Mail -R.I.M.)
Otscom VOA Mobile 2 - (VOA Club)
Otscom VOA Mobile 3 - (No Missed Call)
Customer opportunity review - For VOA Mobile Services
Otscom VOA Mobile Service Offering
Otscom`s Unique CTI Solution
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| Otscom Virtual Hotel Service (VHS)
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| Many companies with call
centers, including courier service providers, Financial Services, Airlines,
and many more all share a common occurrence of having to manage both seasonal or
generated call volume peaks. In order to manage these peaks, organizations have
to quickly expand their operations for any period of up to 3 or 4 months.
In doing so, organizations solve their peak volume requirements but unfortunately
generate a great deal of stranded investment. Today, with the lack of any workable
options to manage the peak requirements, organizations are willing to overlook the
Return on Investment (ROI) associated with surplus real-estate facilities,
infrastructure and resources.
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| Our service offering provides
organizations with that option they have never had before and now provides a
business with all the amenities, i.e. infrastructure, facilities, computers,
etc. required to immediately deal with volume peaks. Much like a hotel, you would
check in at our Call Center and use the facility for as long as you wish and check
out when no longer required. This offering now eliminates the need for ongoing
infrastructure investments in organizations that must deal with peak volume
requirements.
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| We believe this offering will
generate a whole new market segment with significant growth. The thought of
having the use of a world class Call Center facility at your fingertips, opens
up tremendous opportunities not only for efficiencies, but most importantly
exciting new ways for businesses to sell and market their products and services.
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| Otscom Virtual Office Assistant (VOA)
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| In today's business world having a
personal assistant is not very economic, but if you can afford one, the productivity and
efficiency is tremendous. This is what VOA is offering to the business world - a live and
friendly virtual office assistant. This service is targeted towards business consultants,
sales executives and small business entrepreneurs.
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| A live friendly message-handling
expert will cheerfully answer all calls with a greeting specified by the subscriber.
As VOA message-handling experts are our subscriber’s “personal assistants”, messages
taken by them will be promptly and accurately delivered to the subscriber’s alphanumeric
pager or mobile phone. With this outstanding service, VOA subscribers will be able to
focus on their business and not concern themselves with coverage zones or voice mail.
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| Otscom Virtual Operator Service (VOS)
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| One of the largest trends in
the corporate world today is Tele-commuting or remote working. According to current
market surveys 30 to 40% of each organization is Tele-commuting. As the corporate
workforce continues to become distributed with each having their own individual
telephone numbers, it has become impossible for the corporate Voice Switch to
accommodate all these thousands of virtual offices. Our present VOS offering
provides a common operator, who becomes the hub for all the virtual corporate
offices. Every organization in the world today needs this service and now most of
them will be able to afford it through our very competitive offering.
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| Otscom Virtual Sales Assistant (VSA)
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| This service is very similar to the
Virtual Office Assistant, with one major difference. The sales assistant will be a
specialized function that we take pride in providing to the market. These agents are not
just trained in office operations, but they are fully qualified and trained to address any
operator duties relating to the pre-sale, sale or post-sale aspects of a sales cycle.
This service will be offered to those sales people that predominately work out of their
car or remote locations.
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| Otscom Virtual Ticket Agent (VTA)
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| Travel and Entertainment
business is one of the largest growing segments in the Worldwide economy. We
intend to offer a LIVE AGENT in the heart of this operation. If you desire to
book an airline ticket or you want to see Phantom of the Opera, the only way to
do so is through a live operator. Using our VTA service offering, large
organizations will have an option to concentrate on their core business and
outsource their call center agent tasks at a very attractive price. The
combination of our expertise in the call center business and the economies of
scale, our offering is very unique and world class in performance. Our call center
infrastructure is designed to connect and integrate virtually all voice and data
facilities of a corporate virtual network. Our target customer base will be
Airlines, Ticket and Entertainment centers.
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| Otscom Virtual Service Center (VSC)
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| Our VSC offering is targeted
towards the organizations like the American Automobile Associations (AAA) and the
Canadian Tires of the world. Most of these organizations require service bureaus
to facilitate problem resolution and coordinate service dispatch. Our service
agents are qualified for these tasks and will become excellent extensions to the
service organizations globally.
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| Otscom Virtual Support Center (VSC)
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| Our VSC service offering includes
expert professionals in various areas including computers, telecommunications, furniture
and ergonomics, software, databases, electronics, electrical & plumbing etc. This service
offering is designed to tie in with the retail and distribution of products.
Eighty percent of most problems with the products sold in the market can be solved
over the phone and only twenty percent require a dispatch of a field technician.
As such, our VSC service is able to solve 80% of the service problems associated with
the sale of products.
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| Otscom Virtual Help Desk Agent (VHDA)
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| Help Desk is defined as three
levels support in order of problem complexity and can range from Hardware, Software,
Application and simply operations support. In order to support these three levels of
problem complexity, we have corresponding qualified agents to address the issues.
Virtually all banks, insurance companies, manufacturing organizations, government
institutions, computer and telecommunication companies, etc. require Help Desks.
We deliver the human resources, complete infrastructure and facilities to carry
out the help desk operations.
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| Connecting highly qualified
technical and cost effective labor resources through our call centers via the
telecommunication mediums such as the Internet, is a revolutionary initiative
in the support industry today.
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| Otscom Virtual Command Center (VCC)
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| This service offering provides Network,
equipment and facility monitoring for customers in every industry. By means of
telecommunication facilities, computer and software tools our live agents are capable of
providing monitoring services worldwide. For even the most complex situations, like the
customer solutions requiring monitoring to the desktop or workstations, we bring to the
table our strategic global partners like the NCR or the Stentor Network Command Center.
Together with our partners we have the worlds most sophisticated and powerful command
center for both voice and data. Every small and large organization in the world requires
this service.
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| Otscom Virtual Translation Services (VTS)
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| Language support for business
communication in the global market is becoming critical. Based on customer requirements
we direct the call to the appropriate agent with the required skill set in two or more
languages. Some of this work is also done utilizing the internet as the media to bring
together valuable resources from around the world. The opportunities of this service
are tremendous and are plans will be add "Script Translation" to our current live
agent service. Presently we are targeting the corporate translation service market and
hope to provide international VTS operator in the year 2001.
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| Otscom Virtual Telemarketing Center (VTC)
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| Telemarketing has become the norm
in the retail and service market today. Our VTC offering is providing a long desired
relief to this market segment with the right combination of expertise and cost. Our
international infrastructure is enabling us to deliver comprehensive and competitive
solutions that no other organization has been able to bring together. Our service
pricing varies from being duration sensitive to performance based and we bring
infrastructure and resources to address most requirements effectively.
This allows us to address most of our customer needs and expectations, making us
the market leaders in this business.
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| Otscom E-Commerce Transaction Processing (E-Com TP)
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| This as a very unique and
customized service offering from Otscom under its VOA Service Portfolio. Today
companies are overwhelmed by the volume of business and transactions on the internet.
In order to complete most of these transactions effectively and securely human intervention
of some form or another is required. With the assistance of our E-COM Accounting Package,
our qualified agents are able to address financial and business transactions for most of
the applications and services offered on the WEB today.
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| Our call center infrastructure
combined with the customized accounting and processing software allows us to deliver
secure and efficient order processing, even at peaks. We currently provide solutions
to the Insurance and Banking industry. In the year 2001 we plan to extend this
coverage to the retail and manufacturing industry. For instance our accounting
software for the insurance industry is called "AUTO 164" which allows insurance
companies to process their client claims up to 80% on-line and only in special
cases have to contact our claim agents, enabling insurance organizations to save
large accounting and adjusting fees.
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| Our financial and billing
software is also unique. The software enables you to carry out very large
transaction processing in a short period of time without too much human intervention
and provides customization capabilities with instant audit and reporting features.
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| Currently we are providing
solutions to the Insurance and the Banking industry. In the third quarter of this
year we plan to extend our coverage to the retail and manufacturing industry.
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| We see tremendous growth over
the next five years with this service and plan to grow aggressively with market
opportunities. It is important to stress that Otscom is the only organization
globally providing this transaction processing for the e-com business, by combining
customized industry software and live agent services.
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| Otscom WEB Based - Expert Technology Support
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| In today’s business world, most
aspects of operations are full of sophisticated technology for which professional and
specialized support is required. Unfortunately such resources are not readily or cost
effectively available everywhere in the world and only are available with those
qualifications in a select few countries. Currently, we are channeling design activities
from all over the world to these technology experts in their nation of residence. This
enables expert service support, ex-Oracle, to clients all over North America by utilizing
resources, say, in India. The solution provides the link between our customers needs and
the most efficient designers available in the marketplace today.
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| We have strategic alliances with
organizations in India and Romania who support our clients world wide using our
combination of live agents and call center operations. Once again, due to economic
globalization the demand for this service is expected to grow exponentially in the
coming years.
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| Otscom Custom Answering Service (CAS)
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| This service is for small and
medium size corporate entrepreneurs who don’t wish to hire costly support staff and
at the same time wish to provide a custom and personalized live agent service to
their customers or marketplace at a competitive price. In this service we can
include any form of solution that can be offered over the Internet / Computer / Voice
network worldwide. This service also includes the paging and mobile text messaging
services.
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| Otscom VOA Mobile 1 - (VOA Mail -R.I.M.)
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This is yet another VOA original!
Through this outstandingly innovative service, subscribers will be able to immediately
respond to all incoming e-mail through the friendly message-handling experts.
At the time of the arrival of the e-mail, the VOA subscriber will receive the name
of the sender as well as subject matter of the message to either a pager or a mobile
phone. With one simple phone call to VOA, the subscriber will be able to send back response
via e-mail or a fax to a location of their choice. This “Nano Second Culture” service
from VOA will make our subscribers much more productive and profitable. Clients will have
the power of RIM in the palm of their hands without typing in the palm of their hands.
** RIM has signed PageNet Canada (our business partner) as the first distributor
in Canada of its Blackberry Internet device.
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| Otscom VOA Mobile 2 - (VOA Club)
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| Another outstanding service from VOA
Service portfolio not offered by anyone else! VOA Club is a central directory of all
VOA PCS, Cellular and Pager subscribers in Canada. A toll number allows callers to access
the Club directory. Our friendly service operator will courteously offer the searching
party a connection with the wanted mobile user, along with the mobile number. The most
outstanding feature of this service is that all stress and anxiety are eliminated from
searching for lost mobile numbers, as all the information you need is a VOA call away!
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| Otscom VOA Mobile 3 - (No Missed Call)
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| The company’s target market needs
to stay in touch with their callers at all times and cannot afford to miss any calls.
With the VOA No Missed Call service, when outside of the mobile network range or the
subscriber’s telephone equipment is switched off, the call will be instantly re-routed
to the client’s pager. Therefore, the call will always get through directly to the
VOA subscriber. Until such time that it can be confirmed that the subscriber’s pager
actually received a message, our live message handling expert will always take a message,
thus making sure that no call is ever lost!
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| Customer opportunity review - For VOA Mobile Services
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| The nineties have seen tremendous changes
in the workplace and perhaps one of the most significant has been the shifting of much of
the workforce from an “office” based environment to a “virtual” environment. For an increasing
number of individuals, work is no longer confined to a physical place, but rather occurs
wherever the individual and his/her contacts happen to be at the moment. Technology has made
it possible for virtually all tasks to be accomplished in almost any location, given
access to the right support.
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| But despite almost daily improvements
in communications technology, the ability to stay “in touch” with head office, key clients,
suppliers and business partners remains a challenge. Cellular telephones, pagers, fax machines
and e-mail have all provided partial solutions, but still tend to function as unique
media. VOA’s mission over time is to interconnect this plethora of media, so as to allow
individuals to realize the productivity potential of available and future technology.
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| VOA intends to target that top
5% of existing pager/cellular customers who recognize the power of interconnectivity and are
prepared to invest now in ensuring they maximize their ability to stay on top of every
aspect of their business. These individuals are early adapters of new technology and
perceive a premium price as an acceptable cost for premium service. In most instances,
their businesses and outlook are global- that incoming call could be the head office
confirming the next staff meeting or a key client confirming a multi-million dollar
order from half way around the world.
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| For these individuals, the
ubiquitous voice mail is simply not good enough. In fact, a recent study done by
the Canadian Centre for Management Development suggested that automated telephone
systems and voice mail have become the main irritants for people trying to penetrate
government offices for services (Toronto Star, Sept. 2, 1999). Just as the study’s
author found (and which has been confirmed in study after study), individuals feel good
about service when the following factors are found: “timeliness, competence, a courteous
staff, fairness and a satisfactory outcome”. VOA’s target customers value their contacts
highly and recognize these attributes as key to success. VOA’s services maximize their
ability to achieve these outcomes.
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| About VOA Mobile Service Offering
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| Otscom by offering VOA Mobile
Services has become the first telecommunications company that offers service beyond the expectations
of the 6.7 million neglected mobile telephony users! An all-too-frequent complaint of
multi-device users is that there currently is little to no integration amongst the myriad
assortment of communication media available - users must check multiple messaging sites, their
fax machine and, of course, their PC for e-mail messages. VOA will become the "Missing
Link" between cellular, PCS, paging, e-mail, the Internet and users.
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| In its initial stages, VOA is a
premier personalized live messaging service, providing outstanding services to a paying
subscriber base. Beyond that, the company is quite literally taking a building block
approach, through adding a menu of additional services as technology advances, strategic
alliances are formed and the marketplace comes to accept and seek out additional
integration opportunities.
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| At the outset, it is important
to note that service is what sets VOA apart from mere "dispatchers". While existing dispatchers may
have live operators, such operators are merely reactive, often apparently busy with other,
more important activities and frequently downright unfriendly. In order to position the company
to service the top 5% of the wireless communications marketplace, it is VOA's mission
to add two kinds of value to its operators:
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| Personalize the service as much
as possible through making the friendly service operators pro-active: calls are answered
per the subscribers requested greeting, with callers being given the option of message
transmission via paging, telephone or e-mail (details of this service noted in Specific
Services, below).
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| Position the operator (answering)
service as a “personal assistant”- calling the pager service will be like calling
the individual’s office and leaving a message with an assistant whose primary duty
is to ensure quick and accurate transmission of the message. VOA will ensure that
its customers (and those contacting them) will enjoy service that will set a new
industry standard for professionalism and genuine friendliness.
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| Otscom is considering the
establishment of a Command Centre hub in Toronto, Canada for the first
Messaging Center, providing services to a fast growing base of users of
mobile technologies and integrating it with live, friendly, message handling
experts. They will be available to answer incoming calls for paging subscribers
on the PageNet network, as well as mobile phone subscribers in Canada and
throughout North America.
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| Otscom's Unique CTI Solutions(Computer Telephony Integration, Voice response System, Billing and Transaction Processing)
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Another integral part of a
call center solution is the Computer Telephony Integration (CTI), this powerful computer
based software integrates voice and data and delivers intelligent solutions to the
end customer without the need of human interaction. Currently there
are various CTI solutions in the market, but the total solution packaging by Otscom,
which includes not only a CTI software, but also Interactive Voice Response System (IVR),
Call Center Billing and Transaction processing software brings a unique service offering.
The following schematic shows the Otscom CTI solution:
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| Global Call Centers
Call Center Franchise |
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