Whats new in CALA, Central - PowerPoint PPT Presentation

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Whats new in CALA, Central

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to become a Focused and Profitable Emerging Global Company that through both ... products will provide maximum geographic coverage and synergy at a minimum cost ... – PowerPoint PPT presentation

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Title: Whats new in CALA, Central


1
Whats new in CALA, Central Latin America (CALA)
Orlando Moreno omoreno_at_hotmail.com 408.656.2498
2
Give us the tools and we will finish the
work...
  • Winston Churchill

3
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.

4
V I S I O N
SALES NEW BUSINESS
PRODUCT, RD AND SERVICES
INTEGRATION OF PROFESSIONAL SERVICES
MAKETING COMMERCIALIZATION
ADMINISTRATION
5
Current Situation
6
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
7
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

8
Priorities, Objectives and Strategies
9
OUR PRIORITIES
Customers
Professional Services
Share Holders
Employees
10
OBJECTIVES
Areas to Target and Focus On
  • Strategy and Planning
  • People
  • Tools and Systems
  • Training
  • Processes
  • Monitor and Control

11
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

12
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

13
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

14
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

15
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

16
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
17
PM Management TEAM
NA WEST REGION
NA EAST REGION
CALA
18
NICE Internal PM Work Load Distribution
Orlando Moreno
PMs Designated To CALA Projects
Kirsten Smith
Christopher Sykes
19
PM CALA Work Load Distribution
Orlando Moreno
CALA Dealers, Partners
PMs Designated To CALA Projects
20
Market Sales Results
21
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

22
Market sales results some facts
  • Out of 240 PO received during Y2000,
  • 6 were above 150K

23
Market Sales Projections
24
CALA Highest Revenue Ranked Customer
  • - ATENTO - AMEX
  • - TELETECH - NEXTEL
  • - CITIBANK - ABN Amro

25
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
26
Market sales results Applications
27
Market sales results Switches
28
CALA Target for 2002
12000
10000
8000
6000
4000
2000
0
1999
2000
2001
2002
El futuro color ROSA
29
Possible obstacles
Culture
Overwhelmed Vision
Escalation Decisions
Wrong Strategies
Bureaucracy
Resources
30
Orlando Moreno omoreno_at_hotmail.com 408.656.2498
  • Lets continue the success next year
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