Ascendum / iCall – CORPORATE OVERVIEW

Your Ideal Partner for Business/Knowledge Process Outsourcing

Vora Ventures – Ascendum ParentA Cincinnati Based Private Equity Firm – Specializing in Creating Innovative IT Firms WW

IT InfrastructureIT Infrastructure IT ServicesIT Services IT ProductsIT Products

vvwww.voratechpark.com

BPO Services

www.icallindia.net

IT Services

* Minority Stake Holding

** *

iCall Corporate Overview

An Adani - Vora Joint Venture Adani Enterprise - Multi-Billion$$ Group (9th Largest) in India Vora Ventures - Reputable Private Equity Firm in the Midwest, USA

Global Service Delivery Firm Founded in 2001 1200 Highly Skilled/Trained Knowledge Professionals

State of the Art Infrastructure (Cisco, Avaya) 75,000 SqFt Facilities with 3 Locations Worldwide

Strong Processes and Methodologies ISO 9001:2000 Certified, Six Sigma & COPC based Process Methodologies Microsoft MOSS and BlueSpring BPMS Platform Enabled

7x24 Operations with Worldwide Support Centers Ohio (USA); Coventry (UK); Bangalore and Ahmedabad (INDIA)

100% Client Retention History 2008 Winner of “Rising Star – Best BPO/ KPO/ Call Center” in Gujarat, India

7+ Years in Business, 1200+ Strong, State-of-the-art Infrastructure, Worldwide Clients

iCall Services and SolutionsYears of Experience in Performing Complex Knowledge –Based Processes for Worldwide Clients

Service Delivery

Voice Based Non- Voice Web Based

Inbound Outbound Document Processing

Research Mail Chat

Process Centers

Program & Process Management

Service Offerings

Mortgage & Title Settlement Services

Engagement Models

Delivery Business Model

Onsite Offshore FTE Based Transaction Based

Shared Risk/Reward Joint Ventures

Back Office Services

Finance and Accounting

Services

Customer Care Services

Quality Management

Client Management Knowledge Repository

Customer Care ServicesEnd-to-end Customer Care Solutions for a Wide variety of Industries and Geographies

• Inbound Customer Care– Customer support – Billing query resolution – Order management – Account maintenance – Order booking– Customer Grievances

Resolution– Customer inquiry

• Outbound Customer Care– Sales - Telemarketing– Verification Services– Credit Management– Market Research

Industries Served• Retail• Telecommunications• Banking, Finance,

Securities and Insurance (BFSI)

• Market Research

Live Chat

Features of Live Chat24/7 CapabilitiesFlexibility and Scalability99.98% uptimeDetailed tracking & reportingTotal Security – Chats and transactions can by encrypted.No language barrierSimple immediate installationCustomer contact capture

Benefits of Live Chat• Great First Impression• Increase Sales• Cost Savings• Better Web Analysis• Low up-front capital• Up sell and cross sell

Live Chat Support offers a platform to answer questions prior to customer commitment.

Finance and Accounting Services

Accounting• General ledger • Chart of accounts• Preparing Bank Reconciliations • Accounts Payable • Accounts Receivable.

Taxation• S-Corporation (1120 S) • C-Corporation (1120 C) • Individual Tax Returns (1040) • Tax Returns / Processing

Equity Research

From Simple to Complex Finance/Accounting/Taxes Related Processes for USA/UK

Mortgage & Title Settlement Services

Mortgage Services Underwriting Loan Placement Post-Closing Processing Pro-active issue notification

Title Settlement Services Title Insurance binder and

Endorsements Titles Searches Confirm property taxes Mortgage Pay-offs Final HUD or Settlement Statement

Loan Processing for Medium to Large Mortgage Companies, Brokers and Lenders

Back Office Services

Data Management• Database & Order Management • Application Processing and Management • Billing & Invoicing • Payment Processing • Service Warranty and Spare Management • Reconciliation • Data mining • Transaction Processing• Inventory Management• Retail Operations

Market Research• Market Survey• Data Collection & Analysis• Competitor Tracking & Updates

Simple Data (Content, Database) Management to Complex Data Analysis Services

Content Management• Web Research (Blogs,

Groups, Chat Rooms)• Content Analysis • Alert Generation• Threat Reports

iCall’s Talent Strategy and PracticeHire the Best, Invest in Training and Retain the Top Talent Pool

Objectives Be the “employer of choice” for passionate and talented professionals, by providing a

learning and fun-filled environment and intellectually enriching experience Create systems, policies and processes that drive a ethical, transparent, fun-filled and

vibrant work culture Promote employee well being and facilitate individual development

Key Practices Equal opportunity employer

Respect for Diversity Multi-cultural workforce Sensitization through cultural and business conduct orientation program

Open and Transparent Policy Guidelines Significant investment on employee well-being and development

iCall’s Commitment to Quality & Data SecurityBest Practices through inbuilt Quality Processes and security of Intellectual Property

Quality • Total Quality &

Compliance Department– Quality Assurance of

Processes, Systems and Human Assets

– Statutory and Regulatory Compliances

• Best Practices Used by iCall in regard to

– People– Processes– Technology

• Global Standards– ISO 9001:2000 Certified– Customer Operations

Performance Center (COPC)

– Six-Sigma Methodologies

Data Security Employee Background

Check Authenticated Access Security for Online Data

Access Security Surveillance Access Rights Management Security Violation Activity

Report Multi-level Firewall

Architecture Backup and Disaster

Recovery Business Continuity Plan

with Multiple Locations

iCall’s World-class IT, Network, Voice and Data InfrastructureHeavily Invested in a Robust, Scalable and Secured Infrastructure

Robust Data/Network Infrastructure•Multiplexer - Neura's ORCA GX21•Servers - IBM's Netfinity X342, X345•Routers - Cisco 2621•Network Switches - Nortel's Passport 1150•Modem - RAD•Desktops - IBM Net vista P4

High-quality & Reliable Voice Capacity•Multiplexer - Neura's ORCA GX21•PBX - Avaya Definity G3Si, Meridian 61C•Predictive Dialer - Portal Connect, AMCAT•CTI Server - Portal Connect, AMCAT•Digital Voice Logger - Nice•Headsets – Plantronics

Secure Information Technology Infrastructure •Microsoft's Win 2K Advanced Servers•Microsoft's Win 2K Professional Clients•Email Management Software – eShare•Call Management Software – Interactive Intelligence•ACD System – Elite, Symposium•Network Management Platform - IBM •SLA’s with each Vendor for Critical Equipments to service request in less than 4 hours and supply replacement equipments within agreed timeframesRedundant Power Infrastructure•The State Grid•Power Generator Sets within the campus•UPS systems installed within the campus

State-of-the-art Telecommunication InfrastructureoInternational Redundancy•2 Points of Presence in the US•Dedicated links to each of 2 hubs•Each link sourced from different Service Providers

oDomestic Redundancy•Last mile has fiber with copper as a redundancy back up•Currently routing both its links via the Telecom Service Provider in Mumbai, India•Working with the Service Provider to route one link via a separate exchange at a different location in•Ensures that there is no single point of failure anywhere between the iCall site and the client site

iCall’s Process Migration FrameworkDo the Right Thing First and then Do It Right

• Opportunity Identification: Presents the Client with high-level outsourcing and savings potential. iCall identifies outsource-able process that can be examined further.

• Solution Identification: Based on Client go-ahead, iCall explores the identified areas in greater detail. iCall presents to Client price, savings, ROI and high level design for the adapted processes, ready to be transitioned to iCall.

• Transition: Thorough understanding of Client processes, designing technology for the adapted process, baselining and identifying Client Critical to Quality Areas (CTQ’s), process(es) are moved to iCall seamlessly.

• Service Delivery: Day to Day operations of the process at iCall. Process is monitored on the basis of Client defined CTQ’s.

Opportunity Identification

Solution Identification

Transition Service Delivery

iCall’s Detailed Business Process Transition FrameworkProven and Systematic Business Transition and Migration Approach

• Requirement Sessions

• Identify Core Functions

• Data Requirements

• Prototyping / Navigation Flow

• Define Workflow

• Project Schedule

• Architecture• Detailed Design• Coding

Guideline• Environment /

Configuration• Communication

Plan• Prepare Test

Plan• Release Process

• Development• Unit Testing• Code

Walkthrough• Test Bed

Preparation

• Validation Testing

• Regression Testing

• Load Testing• Failover /

Recovery Testing

• Integration Testing

• User Acceptance

• Phased System Rollout

• End User Training & Documentation

• Identify & Monitor Performance Metrics

Assessment Planning & Design Pilot Roll Out (Live)

4 Wks 12 Wks 16 Wks6 Wks

What processes are candidates for outsourcing?

Which if those are easily outsource-able (interdependence, technology/infrastructure, cost/benefit)\?

How ready is the organization for outsourcing?

What are the low hanging fruits for easy proof of concept?

Ideal geographic location Business model—per

transaction, per hour, performance based, or a combination

Skill-set required Resources required for

complete transition (People, Process & Technology)

Expected Scale/Growth, ROI/Outcome/Timeline

BCP/DR planning Identify risks and mitigation

plan

Establish physical infrastructure

Recruit and train operators Establish robust

communications infrastructure Process re-engineering Identify various matrixes Define structures Identify training needs Define & create control &

monitoring mechanism. SLA setting/ re-engineering

Go Live! Track deliverables/quality Monitor process efficiency Process & Resource

Optimization Seamless and continuous

communication Quality analysis &

improvement

Prioritized and phased list of processes

Estimated savings per annum

Robust business plan Change management and

communications plan for affected employees

Development & designing of business tools

Functioning remote services operation for initial scale

Better trained staff Establish benchmarks Risk management plan

Completely functioning remote services operation

Process optimization Project management and

communication team Monthly reports and

improvements

Migration & Transitioning Team

Methodologies & Framework, Knowledge Repositories

Quality Framework – People, Process & Technology

Information Security Policies, Risk Management & Business Continuity Framework

Activities

End Product

iCall Client BenefitsInfinite Scalability, Focus on Your Core Business, Reduce Costs Significantly, Maintain Quality

Scale Benefits Cost Benefits Convenience Benefits • Volume - Process more

calls/transactions with same or less back-office resources

• Scalable Infrastructure - Realize substantial growth without large investment in processing operations or infrastructure

• Economies of Scale - Leverage the organization & discipline of a large processing factory handling 100’s of complex processes

• Time to Market - Short Turn-around-time for scale-ups

• Direct Cost Savings - Reduce up to 50% of processing costs

• Reduce/Eliminate Fixed Costs - Flexible options to grow iCall processes as your business grows; no (minimal) fixed support / training staff

• Eliminate Trial and Error - Existence of tried & tested processes & methodologies driven by ISO standards.

• High ROI - Better value for money as processes are optimized, quality is increased, and fixed recurring costs are reduced

• Reduce daily hassles of handling calls/transaction processing while maintaining focus on your core business

• On-demand status review & reporting

• Proactive notification system

• Built-in Quality Assurance program for calls / transaction processing

• Availability of large, global pool of trained and knowledgeable staff

iCall’s Pride – Flagship Clients, Worldwide iCall Serves Mid-size to F1000: Telecom Giants to Best Financial Institutions

iCall’s Pride

iCall Summary Partnering for Success

• Impeccable track record and experience in handling large volumes

– 65,000 inbound calls / day– 30,000 outbound calls/day– 1,000’s of mortgage/title files processed per

month– Millions of dollar transactions processed/month– Worldwide clients and support offices

• Highly skilled talent pool with best practices

• Robust, scalable and secured technology infrastructure

• Strong commitment to its customers and employees

– 5C’s value system, 100% customer retention

• Financially strong - subsidiary of a multi-billion dollar group

iCall’s Mortgage Service OfferingsEnd-to-End Mortgage Loan Processing

Data Entry: Basic Loan Details, Track General & Agent List, Third Party Information, Step by Step Loan Progress

Pre-Qualification: Manual PreQual & Online Automated PreQual File Validation: Data Accuracy, Completeness of Information,

Availability of Appropriate RESPA & State Specific Disclosures, Supporting Documentation Identification

Financial Examination: Income & Assets Assessment, DTI & LTV Validation & Adherence to Guidelines

e-Underwriting: DU / DO / LP and Other Lender Specific AUS Third Party Orders: VOE, VOD, VOR, VOM & VOL, Appraisal, Title ,

Insurance, Pay-Offs, Condo Questionnaire & Other File Specific Documents

Loan Submission: Online Submission, Fax/e-Mail & FedEx Clearing Conditions: Loan Approval Analysis, Conditions Validations

and STIPS Co-ordinations Closing & Funding: Schedule Closing, Drawing Docs, HUD1

Validation, Coordinating Closing & Order Funding Compliance & Post Closing: Compliance Package Preparation,

Trailing Docs & Lost Document Recovery.

Quality is Job1 @ iCall Mortgage Processing

State Specific Statutory and Regulatory Compliance

Adherence to Service Level Agreement with Clients

Work Flow Accuracy Adherence to Turn Around

Time Identification of Training/Re-

Training Needs Defining and Maintaining

Process to Process Quality Threshold

Process Reengineering and Optimization

Highest Quality Standards, Faster Turn-Around & On-Time Delivery

Provides economies of scale Convenience Flexible Models Broker & Lender friendly robust options.

Robust and scalable Models

Engagement Models

Delivery Flexible Business Models

Onsite Offshore FTE/ Month

Fixed + Transaction

Per Transaction Joint Ventures

Engagement Models for Mortgage ProcessingPer FTE, per Process, per Task… A Model that Suits Your Business Size/Needs

Benefits to Brokers, Lenders and Loan Officers

Convert your Risk Inherent decision making to “Rules Based” decision Support

Processing Stage Transparency Improved accuracy through

Built-In Quality Control and Rating

Pro-Active Issue Notification Modularized or Selective

procedure of End to End Loan Processing for all sort of Mortgage Brokers and Bankers

Comprehensive management reports and milestone tracking

Expand Your Business, Lower Your Cost, Decrease Your Turn Around Time

Title & Settlement Processing Services

Order Entry Key Punch Order, Order Title Product and Curative

Services, Confirm State and Local Taxes, Generate relevant documents, Send out initial disclosures

Title Work Download search documents, Image Import, Review

and Grade Title, Commitment, Type Final Policy and Issue Endorsements

Closing Preparation Download lender’s package, Secure Payoff

demands, Order other documents like HOI, Pre-closing coordination, Fee-sheet preparation, HUD-1 and Final HUD Preparation, Preparing closing package

Post Closing Scanning and Digitalization, QC with systematic

review as per Audit Sheet, Coordination in recording the Mortgage deed, releases etc.

Comprehensive suite of Specialist End to End Title & Settlement Services

Title & Settlement Processing Services – Quality Commitment

State-wide Compliance Check and Adherence to all RESPA Guidelines

3-Quality Filters to Ensure ERROR – FREE PROCESSING First check while processing Second review before submission of the

order by Quality Analyst Final check by Account Manager (Random

in case of excess transactions)

Service-level Per Client Requirements

Highest Accuracy

System driven process methodologies

Highest quality standards, faster turn around and on-time delivery

Engagement Models for Title ProcessingFlexible Models Aligned to Client Need/Size

Engagement Models

Delivery Flexible Business Models

Onsite Offshore FTE/ Month

Fixed+ Transaction

Per Transaction Joint Ventures

Benefits of Models

• Scalable and Flexible Models

• Multi-location Delivery

• Integrated Business Continuity Plan

• Convenience for Title Companies, Attorneys and Underwriters

Benefits for Title Companies, Attorneys & Underwriters

• Convert your risk inherent decision making to 'rules based' decision support

• Processing stage transparency

• Improved accuracy through built-in quality control and rating

• Pro-active issue notification

• Modularized or selective procedure of End to End Title & Settlement processing for all sort of Title Companies & Attorneys

• Comprehensive management reports and milestone tracking

Expand your Business, Lower your Costs & Decrease your turn-around-time

iCalls Financial & Accounting ServicesFrom General Accounting to Taxation & Transactional to Expert

Thank YouContact us for an Evaluation of Your Outsourcing Potential

Corporate Headquarters::

iCall India Limited7th Floor GNFC Info TowerS G HighwayAhmadabad 380 054 Gujarat – INDIAUS Toll Free : 866.434.2255

North America Sales/Support:iCall US LLCVora Technology Park101 Knightsbridge DriveCincinnati, OH 45011US Toll Free : 866.214.2255Web: www.icallindia.net

Cincinnati

Bangalore