Any Language. Any Application.

The CanTalk Advantage

• CanTalk Overview

• Service Capabilities

• Update on the Canadian Scene

• Call Centre Fulfillment

• Summary Benefits

Contents

• International Telecom Resale

• Telecom Billing and Collection

• Operator Services

• Language Services

• Prepaid Services

• Call Center Services (inbound and outbound)

• International Directory Assistance

• Plus …

All in the language of your customer’s choice!

Your CanTalk Capabilities

• Government – health and public safety,

• Telecom,

• Legal,

• Agriculture,

• Finance and real estate,

• Worldways.

Applications

• Combined 200+ years of Telecommunications Customer Service

• Experience

• State of the art 7x24 call center in Winnipeg, Manitoba

• Network of language specialists off site and operator/CSR’s onsite

• Extensive experience with international card transactions and reseller

customer services

• Knowledge of languages and cultures and in the development of

marketing strategies aimed at ethnic markets

• Patented language applications and routing engines

• Process over 500 K calls per month

CanTalk – Your advantages

CanTalk offers multilingual operator and call center customer services

• in over 110 languages

• to over 140 countries

Supported by a network

• of over 1200 interpreters and translators

• 200 on-site language specialists

• 350 remote operator agents

CanTalk – Your Languages

ADVANTAGES

• Fully customized, live-voice, advanced

technology solutions

• Enables ethnic customer service, expands

demographic reach

• A rapid solution for unpredictable peak volumes

• Reduces costs for contact center and

language applications

Call Centres/Contact Centres

Tailored to suit customer care needs

• Billing inquiries

• Help line

• New product/service introductions or promotional

initiatives

• Valuable data collection, tracking up to 35 call details for

marketing and technical attributes.

Call Centre Service

•Why CanTalk?

•Why Winnipeg?

• Linguistic professionals specialized in business disciplines

• High level knowledge of language and cultural differences

• Accessible services from almost anywhere in the world

• Advanced language telecommunications technologies

• Internet applications and fulfillment

• Strict standards and code of security and confidentiality

• Escalating 24x7 technical and application support

• Data recovery and analysis, crisis management/ disaster recovery

• Can customize to any industry

• Multiple and complimentary services

• Customer report management process oriented

Why CanTalk?

• Qualified and educated workforce

• Stable, educated and bilingual workforce

• Savvy call center environment

• Central strategic location

• Strong work ethics

• Cost competitive

Why Winnipeg

Language is at the center of everything CanTalk does

• In language customer services

• In language operator services

• Over-the-phone interpretation and rapid translation

• Custom or self-tailored translation

• Custom-designed language service packages

• Language consultation

Language Services

Your Customer

People live and think in their native language. If you want to communicate with people of other ethnicities and have them truly relate to your products or services, you must speak the language…. ... their language.

• Customized language services and applications that will further extend and enhance your product offerings fueling revenues and fortifying greater marketplace presence within North American ethnic and international communities.

• One comprehensive setting, inbound contact center support and service offerings that would be value-add to existing customer service.

• In an outsourcing format, link CanTalk's call center and specialized language capacity to your existing services and infrastructure to achieve optimum efficiencies and maintain quality standards.

CanTalk as the Call Centre Provider

Manitoba's Population by Ethnic Origin

Aboriginal15%

Belgian1%

Canadian17%

Portuguese2%

Hungarian0%

English12%

Irish0%

French6%

Scottish5%

Filipino4%

Polish3%

Dutch3%

Ukrainian11%

German14%

Icelandic1%

J ewish2%

Italian1%

South Asian2%

Chinese2%

Source: Statistics Canada 1996 Census

Languages Serviced

Italian

24%

Cantonese

23%

French

13%

Dutch

Dari

Croatian

Creole

Farsi

English

9%

Hungarian

Hindi

1%

HebrewGujarati

Greek

1% German

Kurdish

Korean

2%

Khmer

J apanese

1%

Yugoslavian

Bosnian

Bengali

Mandarin

6%

Macedonian

Low German

Portuguese

5%

Sinhalese

Somali

Vietnamese

2%

Polish

4% Ojibway

Lithuanian

Lao

Serbo-Croatian

Arabic

Amharic

Albanian

Urdu

Ukrainian

Slovak

Serbian

Saulteaux

Russian

Romanian

Punjabi

2%

Tagalog

SwahiliSpanish

3%

Turkish

Tamil

1%

• Dedicated multilingual support services

• Other languages

• Recruiting

• Training

• Quality standards

• Service levels 4-12 second response time

 

CanTalk Response and Fulfillment Plans

• Customization process for assessment of customer requirements

• Full customer service support- Technical review and application development- Data analysis and forecasting to support customer application- Language integration into customer application- Training – customization, - language specific, - technical application- Application implementation in to operations

• Multiple technology deployment options

• Project management implementation team process

• On-going technology review process

Customer Fulfillment

• Proactive quality control process

• Call monitoring, call quality, immediate feedback and control

• Total quality philosophy

• Customer satisfaction and continuous improvement

Quality

• Reduce cost of current bilingual services

• Improve timeliness and provide direct two way communication "in" language

•Improve efficiencies of response and seamlessly integrate with current operations

•Ensure quality standard of qualified advisors

•Build portfolio of extended supplementary services that provide new competitive advantages

Typical Client Objectives

• Strategic IT and IS growth planning

• Marketing and engineering project teams

• Modular and scalable technology platforms

• Single layer implementation process

• Client/Customer information process

• Client/Customer sign-off

Ramp up

• 24 hour immediate access to 110 languages

• Cross cultural experience and deep understanding of world cultures

• Proven skills and capabilities in direct customer interface with inquiries and customer satisfaction issues

• Experience and expertise in handling of emergency issues over the phone

• Highly competitive rates

•A central location to all time zones

• Accent neutral language services agents

continued

 Summary Benefits

•A seasoned contact center environment with a skilled and knowledgeable labor force

•Access to a private global network and telecommunications services such as collect, concierge and competitive long distance calling

•Branded language and long distance card products for customers or employees

•Innovative solution and strategies to complement business objectives

•CanTalk's proprietary forecasting tool that reduces cost and overhead

 Summary Benefits

Call Management and Reporting

GlobalTelecom

Caller places call through Telecom Provider

Call is routed to CanTalk Operator center

CanTalkVoice / Data Switch

TDM / VOIP

Mobile Home At sea Office Train Cell Phone

Long Distance Call Handling Application

OSP

GlobalTelecom

CantalkVoice / Data Switch

CanTalk’s Switch process’s Routing and Language algorithm to Determine

•Country of Origin

•Language

•Country

•Call Rates

•Personalized Scripting

Call is then connected.

The appropriate operator follows script and request’s the destination number for dialing.

Mobile

Home At sea Office Train Cell Phone

CanTalkVoice / Data Switch

TDM / VOIP

GlobalTelecom

OSP

Destination

Number validated using LIDb database.

Destination

Number Dialed,

And acceptance

Of call requested.

LINE InformationDatabase

CantalkVoice / Data Switch

CanTalkVoice / Data Switch

TDM / VOIP

Home At sea Office Train Cell Phone

GlobalTelecom

CantalkVoice / Data Switch

CanTalk operator

completes the call

leaving the caller

connected to the destination party

CantalkVoice / Data Switch

TDM / VOIP

Home

At sea Office Train Cell Phone

Operator Defaulted Call in Language Access Via

Foreign and Domestic International Toll Networks

Global Access Platform

German Language Chinese Language Other Languages

SAC SAC SAC

CanTalk Canada Language Centre

German ServicesQueue

CMS Call Statistics - Day, Time,Length of calls, Language Types, Call Volumes, and Billing.

CanTalk Canada Inc. --Language Centre

On-SiteLanguageOperators

In-Language Operator Services

CTI

Language Types

CanTalk OSP

Chinese ServicesQueue

Other Language Services Queue

Language Services Request Identified

Language Services Request Identified

Language Services Request Identified

Language Determination Algorithms

CanTalk Canada Inc. Proprietary

Chinese Caller

JapaneseCaller

* Service Access Code

GermanCaller

CanTalk Canada Language Operator Call Flow

Real Time Call Performance Monitoring

Real Time Language Operator Monitoring

Emi 175

Records

For Destination

billing

Daily Call Volumes : August 18, 2001 for Inbound CallsCountry Of Origin Total Call Volume Billable Calls Billable Minutes

Australia 1301 260 700Denmark 143 29 50

Chile 30 6 30Colombia 597 119 5788Costa Rica 1783 357 444Guatemala 989 198 268

Haiti 6375 1275 4456Mexico 2507 501 221

Philippines 1122 224 111St. Martain 288 58 44Grand Total 15135 3027 12112

Emi 175 Third Party Billing Record

0105010105211157000112101001094492242840000000100000000024540024000120000000003400000010000000000000000000000000954922228413337 062300000000000000000000000

Detailed Reseller Reports

Forecasting Process for Inbound Calls

Agent Scheduling

and

Tabulation And Processing

Date Creole English French Spanish Tagalog

8/20/01 2,733 941 723 862 750

8/21/01 2,969 850 678 780 695

8/22/01 3,156 883 697 873 812

8/23/01 3,490 916 863 802 763

8/24/01 3,397 901 811 843 833

8/25/01 2,969 862 733 881 792

• Trend Analysis

Prepare Table DataShow Weekly and Daily Forecast Data Close

Remote access via Public Switched,ISDN, ADSL and Cisco Voice

Applications

INTERNET

CanTalk Canada Inc.

OSP ServicesPost/PrePaid,

Collect, DA, IDA

1-800, ITFS,Private Line

DS3/T1/DS0,Frame Relay

NT/IP DialogicVoice/Data Switch

NT PBX

VPNServer

RemoteOperator

Assistance (ROA)

OSP Business

RemoteInterpreter

CiscoRouter

Customer VPNServer

File/ApplicationServer

OperatorCustomer Care

Workstation

DedicatedFrame Relay

Line

Fiber LinkTo

Internet

CanTalk VPNServices

LSP ServicesInterpretation,

Contact Centre,Customer Care

Programs

Remote Access via Public Switched,ISDN

ICR(Intelligent

CallRouting)

LSP Business

Customer CareInterpretation Services

Operator ProcessesDirectory Assistance

International DAOperator Assistance

Collect & PrepaidCredit Card Call

Client ProcessesCDR Billing

Application DevelopmentVirtual Mail Boxes

Concierge ServicesPaging Services

ForecastingClient Reports

SQL Server

Web Server

Firewall / Router

On Site and Remote Services

Mail Server

Proxy Server

File Servers

Client Applications

Forecasting Database

CanTalk Service and Continuity

Any Language. Any Application.