Global Workforce Optimisation for the Back Office
eg operational intelligence®
Elizabeth Gooch | October 2014
© eg solutions plc
Elizabeth Gooch
Elizabeth Gooch
Acting CEO, eg solutions plc
© eg solutions plc
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About eg solutions plc
• Most complete purpose built Back-Office WFO suite
• Pioneered new and emerging market segment
• Tried, tested and proven solutions – 26 years experience
Introduction
True end-to-end insight
and control of the
customer experience
• International blue chip client base – UK and global Financial
Services Companies
• Fixed cost, fixed timescales and guaranteed benefits – 20-40%
improvement in productivity while improving the end customer
experience
• Strategic partnership and re-seller agreement with Aspect Software
© eg solutions plc
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The Back Office Problem
Back Office Optimisation
•
Varied, complex and multi-stage processes
•
Many input channels
•
Variety of new and legacy systems
•
High degree of manual interaction despite the investment in technology
•
Many locations and varied working patterns
The Requirement:
The Challenge:
Improve customer service and
quality, demonstrate
compliance and reduce cost
Managing ‘conflicting’
variables
© eg solutions plc
The Solution:
Right people, right skills,
right place, right work,
right time
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Back Office Optimisation
© eg solutions plc
Back Office Optimisation
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eg operational intelligence® software suite
Strategic Planning and
Forecasting
•
•
•
•
•
•
Forecasting
Resource Scheduling
What-if Modelling
Activity Based Costing
Holiday Planning
Agent Self Service
Planning & Forecasting
• Strategic Planners
• Operations
• Centralised Planning
• Finance
• Marketing
© eg solutions plc
Real-Time Work Management
Back Office Optimisation
Reporting and Analytics
• Multi-Channel Transaction Capture
• Virtual Queue Creation & Capacity
Planning
• Work Prioritisation & Allocation
• Intra-process Management
• Performance Monitoring
• Quality Assurance
• Performance Reports (Service;
Throughput; Productivity; Skills;
Quality)
• Performance Scorecards &
Dashboards
• End-to-End Process Analytics
• Standard; Personalised and Diagnostic
Service Delivery
• Operations
• Quality Assurance
Performance Management and
Business Improvement
• Operations
• MI Teams
• Process Improvement Teams
Unique Functionality
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WFO Industry and Competitive Trends
40+
Over 40 global
brands using eg
operational
intelligence®
•
•
Largest footprint of
successful
deployments with
over
100,000
licences sold
throughout the world
Market Opportunity
$3.4bn
Addressable market
projected to grow 20%
to $500m by 2018
eg has the “most
complete purpose
built back office
optimisation
product available”
Only four key players in Back Office WFO: Verint, Nice, Aspect/eg, Genesys
eg wins deals with product leadership & domain expertise
© eg solutions plc
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Global Workforce Management Drivers
Market Opportunity
£
Technology +
Business
Transformation
Customer service
provision remains a
people intensive
business
© eg solutions plc
Improving
Economies
Companies
remain cost
conscious
Saturated Markets
Retain customers with
improved service and
increase profitability.
High Growth
Markets
Remain competitive
and avoid the
problems of the past
Increasing Regulation
Increasing requirement
for greater transparency
in all sectors
Controlling workforce costs and increasing transparency are key business objectives
throughout the world - major consultancies building £50m Workforce Optimisation
practices in response to this demand
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Investing for Growth
Market Opportunity
Growth
Exploiting the potential
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Initial IPO June 2005
to develop product
and market
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Developed market
leading software with
unique capability:
“Most complete, purpose
built back office
optimisation product
available” *
© eg solutions plc
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Secured blue chip client
base of over 40 major
UK & Global brands;
financial services,
outsourcers, utilities &
retailers. High client
retention rates and
referenceability
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Pioneered Back
Office Workforce
Optimisation
market; now
emerging as a
new market with
$3bn potential
* Donna Fluss, President DMG Consulting – Leading WFM Analyst
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Secured pilot projects
with global customers
& global distribution
& re-seller
partnership with
Aspect Software Inc.
Now positioned to
exploit this
position to achieve
growth in
revenues and
profits
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Transforming our Financial Performance
Current Trading & Financials
Financial Year Ending 31 January
2010
2011
2012
2013
2014
2015 FYE
4150
5148
4714
4951
4456
7200
69.8%
70.8%
73.8%
64.8%
65.1%
65.0%
PBT
99
355
146
(458)
(1479)
300
Adj EBITDA
478
899
829
410
(502)
1,200
Adj EBITDA %
12
17
18
8
(11)
17
Revenue
Gross Margin %
Acquisition & integration of
XTAQ Ltd.
Investment in global
customers 2012 - 2014
Costs will now
stabilise + margins
improve as we
capitalise on the
investments made
2014 investment in:
• Aspect
• Expanded delivery team
• Increased Sales Team & Executive
• Changing Revenue Model
Investing for Growth
© eg solutions plc
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