Accedo Marketing Presentation

1. Your Nearshore Bilingual BPO Partner that
Exceeds your Customer Expectations
“We are You”

2. Who Are we….
Accedo Technologies was founded in July 2007 with the mission of becoming the
preferred BPO bilingual partner of our clients by far exceeding the expectations
of their clients. Our focus is to become the leader in BPO services in the
nearshore or Central America region servicing consumers of bilingual and
Spanish only BPO services in North America and Europe.
Accedo Technologies executives and founders have over 80 years of operating
experience in successfully managing US Brands at the senior executive levels for
Fortune 50 US companies and executive management of banking operations in
the Central America region . We have firsthand knowledge of the business
processes, HR management, systems engineering, global telecommunications and
infrastructure engineering.
The Accedo Technologies team has extensive knowledge and experience in
reengineering business processes for outsourcing and how value-added
outsourcing strategies can be employed to gain competitive advantage. We have
run businesses that have successfully deployed offshore BPO/ITO outsourcing on
a global basis.
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3. Our Vision
“Be a unique and exemplary employer that delivers “Best of Breed” bilingual BPO
services to global enterprise customers in search of continued high-quality and
value-added services. Our commitment to the well being of our employees,
communities and contribution to the national economy of Nicaragua should be
everlasting”
Our Mission
We are the preferred bilingual BPO partner of our clients by far exceeding the
expectations of their clients; We are you!
Our Values
Exceed
Comply
Engage
Cohere
Appreciate
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4. Executive Team
Alejandro Graham – Chief Executive Officer and President
Alejandro is a successful entrepreneur and banker who until 2006, led Banco de Finanzas to become the third
largest bank of Nicaragua and the country’s largest in mortgage and consumer lending. Mr. Graham is a major
equity holder and Board Member in several Tourist Resort Enterprises, Real Estate Development , Entertainment
and Rental Car business. He has served on the Board of many financial and Insurance institutions in Central
America.
Roger A. Pena – Executive Vice President and Managing Director, Mr. Pena is a veteran and worldwide known IT
Director who has focused over the last 18 years in call center specific infrastructure and technologies He
contributed to the implementation of best telecommunication engineering practices for connecting Indian
outsourcers to US Corporations in the early days of the BPO/ITO industries. He has designed and built 20 class A
contact centers in 5 Continents including a large ITO operations in Bangalore, India. Roger has earned many
exceptional CEO awards at Bank of America, GAP Inc. and Providian Financial for his contributions to technology
and global IT infrastructure
Federico Gadea – Executive Vice President and General Manager, Federico brings over 18 years of management
and leadership experience working in the banking and financial sectors. He has a extensive expertise in business
process analysis and leading the design and implementation of enterprise wide strategies resulting in considerable
operational cost reduction. Federico extensive operational expertise in managing consumer operations, retail
banking and corporate finance is one of Accedo’s best asset for running an optimized and successful operation
Tariq Alinur - Vice President and Director of Contact Center Operations, Tariq is a 20 year veteran in the BPO
industry. He has successfully built and re-engineered over 10 operations worldwide. As founder of FirstRing , one
of the very first successful BPO companies in India he delivered a World Class facility. As director of operations he
has provided exceptional service to large Fortune 500 companies like Providian Financial and American Express.
Tariq has also worked with several market leading Outsourcers in the US, Latin American and the Middle East.
Most recently as Vice President of International Operations, he built a 500 seat Mortgage Processing facility for JP
Morgan Chase in the Philippines. This facility has consistently outperformed it’s US and India counterparts and has
become the showcase for JP Morgan’s success in Asia.
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5. Accedo’s Business Description
Accedo Technologies focus is to participate aggressively and excel in the global
BPO Industry by providing high quality bilingual services but not limited to the
following business verticals:
Inbound/Outbound Customer Services and Cross Selling
Telemarketing
Help Desk
E-Mail/Chat and Correspondence
Claim Processing
General Accounting
Order Processing
Data Entry
Bi-lingual Translation Services
Legal Document Processing
Accedo Technologies supplement its products and services with management
talent, vast technical and hands on operational expertise
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6. Our Core Competencies
“Know-How” of the U.S. BPO Consumer Market
In-depth Understanding of India’s Culture and BPO Market
Outsourcing/Insourcing Strategy and Enterprise Architecture
Execution and Delivery of Outsourcing Initiatives Worldwide
Contact Center Operations and Administration
Human Resources Management
In-depth Knowledge and Experience of the Outsourcing industry in Asia,
Europe, Central and South America
Complete Understanding of Industry Standards and Regulations
Bridging Cultural Gap
Global Telecommunications and Systems Engineering
Business Process Re-engineering
Contract Governance
Risk Reduction
Strategic Partnerships and Alliances
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7. Country Overview
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8. How Nearshore is it?
Los Angeles
Atlanta
Houston
Miami
3:25 2:05
3:15
5:20
Nicaragua
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9. Country Facts
Type of Government: Republic
Total Area: 50,338 Sq. Miles
Population: 5,457,208
Official Language: Spanish
Capital: Managua
Ethnic
Mestizo: 69%
White: 17%
Black: 9%
Indian: 5%
Average Temp: 85.8 F
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10. Government and Politics
Nicaragua is a constitutional democracy with executive, legislative, judicial, and
electoral branches of government. In 1995, the executive and legislative branches
negotiated a reform of the 1987 Sandinista constitution, which gave extensive new
powers and independence to the legislature--the National Assembly--including
permitting the Assembly to override a presidential veto with a simple majority vote
and eliminating the president's ability to pocket-veto a bill.
The president and the members of the unicameral National Assembly are elected to
concurrent 5-year terms. The National Assembly consists of 92 total deputies (90
elected from party lists drawn at the departmental and national levels, plus the
outgoing president and the candidate who finishes second in the presidential race).
Freedom of speech is a right guaranteed by Nicaragua's constitution and vigorously
exercised by its people. Diverse viewpoints are freely and openly discussed in the
media and in academia. There is no state censorship in Nicaragua. Other
constitutional freedoms include peaceful assembly and association, freedom of
religion, and freedom of movement within the country, as well as foreign travel,
emigration, and repatriation.
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11. Economics
(2006)
• GDP
US$ 5.0 billion
• GDP Growth
3.7%
• GDP per Capita
US$ 958.6
• Exports
US$ 1.714 billion
• Foreign Capital Inflows
US$282 million
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12. Demographics
80 and +
74-79
70-74
65-69
60-64
Males Females 55-59
50-54
45-49
40-44
35-39
30-34
25-29
20-24
15-19
5-9
0-4
-10.0% -8.0% -6.0% -4.0% -2.0% 0.0% 2.0% 4.0% 6.0% 8.0% 10.0%
Population: Literacy Rate: Under-employment:
5.4 Million People 78% overall 30%
70% under the age of 25 85% for ages 15-24 yrs.
Workforce: 2.4 million Over 92% for urban youth
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13. Education Enrollment
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14. Building a Solid Education
National University System: 44 universities with total enrollment of over
95,000 students; 6% of national budget spent on college education.
Bilingual Education:
1 U.S. accredited English language university
3 bilingual university programs
5 bilingual high schools
INCAE: Harvard-affiliated regional business school ranked #1 in Latin
America.
Technical Institutes: 113 technical institutes serving over 20,000 students.
Reverse Brain-Drain: International management experience of Nicaraguans
who have recently returned to the country
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15. Student Enrollment by Major
(Top Ten Universities)
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16. Bilingual Schools
2007 Graduates and 2008 Registered
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17. Labor Force Environment
Low Absenteeism
• Less than 2% monthly in existing contact centers
Low Employee Turnover
• Less than 1% monthly in existing contact centers
Flexible Labor Laws
• 3 Standard work shifts – day, mixed & graveyard (48, 45 & 42 hrs per/wk)
Work shift reassignment without salary premium
Alternate work shifts negotiable between parties
Eager to work and Exceed employer Objectives
Ten Anual Paid Holidays
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18. Nicaragua is a Safe Country
36 36
40
35
30 24
25
20
12
15
10 6 5,5
5
0
El S alvador Guatemala Honduras Nic aragua Costa Ric a U.S .A.
Homicides per 100 Thousand People
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19. Infrastructure and Technology
• Infrastructure
Modern and easily accessible International Airport
Excellent Hotel Facilities
Competitive Energy Cost
Extensive Highway and Transportation Network
• Telecommunications
Redundant Fiber Networks
Competitive IPLC Pricing to the U.S.
Contact center technologies and support available from Major
Suppliers
Expertise for designing, deploying and operating contact center
technologies
Network Connectivity to the U.S. can be provisioned in 4-6 weeks
maximum
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20. Advantages
Located 2-6 hours away from mayor U.S. Cities
Ten Daily Flights to/from the U.S. (Served by major U.S. Airlines)
Strong Cultural Affinity with the U.S.
The Safest Nearshore Location
Availability of Cost-Competitive, English-speaking Personnel
Neutral Spanish Language Accent
Generous Tax Incentives and Solid Legal Framework for Investment and
Contact Center Operators
Most Cost Effective Solution in the Region
Diverse Telecommunications Links
Modern Infrastructure based in U.S. standards
DR-CAFTA Member (Free Trade Commerce with the United States)
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21. Nicaragua vs. Mexico
Mexico Nicaragua
Average Salary – Bi‐lingual Agent US$7,100 $6,000
Employer Contribution to Social Security
20% 15%
(Percent of Wages)
Paid Holidays 12 10
Mandatory Company Profit Sharing Yes No
Spanish Accent Quality Unique – High Pitch Neutral
Crime Rate (per 100 Thousand) 32 12
Free Trade Agreements with the U.S. NAFTA CAFTA
Tax Holiday for BPO Business No Yes
Office Space Rental – Mexico City (Sq. m) US$16 ‐ US$22.00 US$10.00 – US$16.00
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22. Business Opportunities
Excellent Location to Conduct Nearshore Bi-lingual BPO operations
Competitive Rate per Productive Hour
Favorable Compared Currency Conversion Rates
Empowerment for Indian Outsourcers to offer Strategic Geographical
Diversity
Enabling your existing U.S. Clients to Market, Sale and Service its Products
to the Fastest growing U.S. Hispanic Population
Ability to service Spain with India Expertise and Nicaraguan Human
Resources
On-shore and Nearshore U.S. teams with Extensive Business process and
System Engineering expertise
English and Spanish Accents Neutral and Common to the U.S. customer
Partner with Accedo Technologies to expand BPO Operations to other
Countries in the Region
Makes you Global
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23. Technology Park
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24. Location
Located in the beautiful scenery and largest route Managua – Granada 6
miles away from Managua’s new downtown
Accessible to the largest concentration of qualified Human Resources
(Granada, Masaya, Carazo and the explosive population growth of
“Carretera Masaya”).
0.3 miles from Power Substation
Served by major fiber Optic/Sonnet rings
4-7 miles from major Universities
40 minutes from Managua International Airport
Served by several public transportation routes
Beautiful views of hills
The first private Nicaragua Technology Park
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25. Where in Managua
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26. Park Layout
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27. Aerial View
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28. 3D View
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29. Park Amenities
Total property area: 15.7 Acres
Controlled access gate
Access road for Buildings maintenance and service
Sewage Treatment Plant based on US standards and regulations
Shuttle service to downtown Managua (Metro Centro) with stops at major
intersections and Universities
Dual access for Telecom Services
Intra fiber-optic ring
PBX and Data Services
Data Center / Co-location available
350 Parking Stalls
Relaxing Landscaping
Environmental Friendly
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30. Bus Shuttle Routes
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31. Contact Center
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32. Building Infrastructure
Integral Module of Accedo’s Technology Park
Total Usable Area: 51,625 ft2
Estimated Completion Q4 2008
Compliant to Managua and California building code/seismic standards
Energy efficient
Caterpillar Diesel Generator Network designed for high efficiency and high
availability
ASCO Automatic Transfer Units
10,000 gals. water reserve tank
Dual entrance for telecom carriers
350 Parking Stalls
Cafeteria and Chill-down Rooms
Physical Security and Surveillance Systems
Solar Panel ready roof
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33. Contact Center Configuration
Agent Areas
16:1 Supervisor to Agent ratio
6:1 Team Lead to Supervisor ratio
6:1 Contact Center Manager to Team Lead ratio
Workstation size (42”x 54”)
Conference rooms
Chill-Down Room and Cafeteria
Locker rooms
Incubator /OJT Room
Training Rooms
36 position per room (2)
Multimedia Equipment
Configurable Partitioning/Walls
Data Center
New Standards Design
Dual Precision A/C
Dual Circuit feeds
Dual Security Access
18” raised floor
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34. Outside View
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35. Outside View
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36. Rear View
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37. Contact Center Blueprint
Basement
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38. Contact Center Blueprint
First Floor
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39. Contact Center Layout
Second Floor
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40. Configuration Layout
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41. Security
BS7799 Compliant
WAN/LAN protected by Cisco Firewalls and IDS systems
24 X 7 Camera Surveillance and Security Guards
CCTV System with DVD recording capacity
Security Management System (Proximity ID Card Sensor and Key Pad)
Mission Critical Areas secured by dual access control systems
Multiple levels of security for controlled access to all areas
WAN/LAN/VPN Security based on Cisco SAFE Blueprint
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42. Data Center
Dedicated UPS System and Diesel Generator
Raised floor (18”)
Panduit structured cabling and cable management systems
Panduit racks for voice and data systems
2 Precision Liebert HVAC units
FM200 Fire Suppression System
Water and humidity sensors strategically located
Fire proof windows
Independent electrical panels
CCTV camera surveillance
Controlled access (dual digital locks)
Power stabilizers by Liebert UPS systems
Rack Systems Earthquake Proof
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43. Core AC Power Infrastructure
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44. Project Status
As of 05/15/08
Human Resource Strategy and Hiring Plans in progress
Establishing US Marketing and Sales Office in Northern California and Spain
Contracted K&L Gates Law Office for US Legal representation
Listed in D&B under registration # 9548371507
Building Structure in transit to Nicaragua
Land filling/leveling in progress
Electrical, Voice and Data network Designs completed
Technology equipment selected and pricing negotiated
Waste Treatment Plant in engineering phase
In business discussion with large U.S. and Spanish Companies
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45. Why Accedo is your Right Partner
In-depth Knowledge and Experience of the Outsourcing industry with
particular emphasis on India, Philippines and Argentina
We have strategic partnerships and alliances with qualified resources in
the areas of:
Contact Center and Data Center Design and Engineering
Contact Center and Back Office Management
Supply Chain Management
Enterprise Operations
Security Compliance
Result Management
Governance
Telecom and Systems Engineering
We understand the financial regulations of the US Financial, Insurance
and Technology sectors
We guarantee Risk Reduction in your Investments
We fully understand the Nicaraguan, India and American cultures
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46. Partnership Advantages
In-depth understanding of US Customer requirements, Demands and
Service Level Expectations
In-depth understanding of US Standards and Regulations in the
Banking/Financial and Technology sectors
Seasoned Engineering and Management Team
Experienced in Understanding and Bridging Cultural Gaps
In-depth experience in executing outsourcing projects in Asia, Europe and
Latin America
Global Network of ITO/BPO business Partners
Extensive experience in the Planning, Execution and Delivery of major BPO
Call and Data Center infrastructures in the US, Europe, India and Latin
America
In-depth understanding of the Nicaragua Culture
In-depth knowledge of the BPO Industry in the Central American Region
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