OVEX TECHNOLOGIES

Pakistan (Pvt.) Ltd.

BPO SOLUTIONS

Ovex Technologies Pakistan (Pvt.) Ltd. is one of the Contact Centers

- Voice Services (Inbound/Outbound) 2
country’s leading BPO and IT Solutions provider. - Non-voice Services

We offer a 24/7 global helpdesk and three fully IT Outsourcing

- IT Helpdesk 4
integrated state-of-the-art, logistically disparate
- Remote Desktop Management
facilities with experienced professionals aiding our - Blackberry Support Services
customers in driving sustainable business growth.
6
Accounting Outsourcing
- Core Accountancy Services
Ovex adheres to strict international standards in - Reporting & MIS
service quality and dependability. We understand the - Regulatory & Contractual Compliance
diverse technological needs and demands of an
Data Management
evolving global enterprise. 8
- Entry, Cleansing & Aggregation
- Validation, Enrichment & Acquisition
We have been declared “Best BPO/Call Center 2008” - Analysis & Reporting
and “Best in Operational Excellence 2009” by the 10
Medical Billing & Transcription
Pakistan Software Houses Association (P@SHA). - Medical Billing – Charge Entry
- Transcription from voice recordings
Our services portfolio includes comprehensive - Revenue Cycle Management
Outsourcing, Infrastructure & Software Solutions.
IT SOLUTIONS

Driven by our belief in constant innovation and Infrastructure Solutions 12

progressive growth, we partner with our clients to - Network Solutions
- Server & Storage
provide them with a distinct competitive advantage.
- Teleconferencing

THINK. INNOVATE. GROW. Data Center Solutions 14

- Design & Assurance
- Deployment
- Operations & Maintenance

Software Solutions 16
- Enterprise Resource Planning
- Customized Software Development

Page | 1
 CONTACT
CENTERS
‘Best BPO/Call Center 2008’
Ovex has extensive experience in hosting and managing both
Be it an In-bound requirement or
domestic and international outsourced Contact Centers.
an Out-bound project, Ovex
Presently, Ovex is delivering its services to a number of
exceeds expectations with its SLA
clients from various business verticals.
driven approach and was awarded
Some of our CONTACT CENTER SERVICES include: ‘Best BPO/Call Center’ by P@SHA
(Pakistan Software Houses
 Voice Services Association)
Inbound | Billing | Sales Activation | Complaint
Management | Information Helpline | After Sales Support ‘Best in Operational
| Order Taking | Customer Feedback
Excellence 2009’
Outbound | Lead Generation | Collections | Appointment
P@SHA also awarded Ovex the
Setting | Retention/Win-back | Informatory Calls
‘Best in Operational Excellence’
Inbound/Outbound | Optimization (Cross-selling & Up-
for having consistently met
selling) | Direct Response (Media & Correspondence) |
stringent performance
Basic Sales Transactions
parameters and standards

 Non-voice Services
Email Correspondence | Live Chat | Data Entry

Multi-site Facilitation

- All Ovex installations in Lahore,

Karachi and Islamabad maintain
fully equipped Contact Centers to
render a wide array of
outsourcing solutions to our
clients

- Our logistically disparate facilities

in all major hubs of the country
also afford our clients the best
talent in the industry as well as a
location of their choosing

Page | 2
 Some features of our award winning service model are as follows:

 Streamlined reporting structures and thoroughly tested SOPs

 Regulated agent reporting and feedback from all floors
 TNA (Training Needs Analysis) based on call observation, quizzes, mystery shopping and agent
feedback
 Monthly Refresher Trainings to ensure product knowledge and customer service skills
 Enhanced Call Observation Sheet
 Agent driven on-demand trainings
 Monthly counseling sessions with each agent
 Monthly calibration session with client operations team
 Internal mystery shopping
 Internal product related quizzes
 Monthly performance review with each agent
 Monthly internal team meetings
 Live call monitoring
 Monthly incentives based on agent performance
 Key Performance Indicator (KPI) based agent performance evaluation and compensation
mechanism

The Advantage You Need

- Ovex Technologies has a diverse client base for its contact center solutions both in Pakistan and
abroad
- Locally, Ovex renders services for leading telecommunication companies, semi-government bodies
and nationwide retail chains
- Internationally, Ovex provides services to large scale IT enterprises, global franchises and financial
institutions

Page | 3
 IT
OUTSOURCING
Ovex’s IT Outsourcing Solutions deliver effective, quality end-user Is your Helpdesk part
support services for small, medium and large enterprises. These
of your IT strategy? If
services empower customers by allowing them to focus on their core
business instead of technology support and management issues.
not, here’s why it
should be;
Our KEY IT OUTSOURCING SOLUTIONS include the following:
Effective Helpdesk support
 Helpdesk Services services are crucial to your
Call Management Tracking, Reporting & Resolution | business and the success of
Hardware Support: Laptops, Desktops, Printers, Monitors & your organization.
PSDs | Software Support for MS OS (Boot/Crash/Freeze etc.),
MS Office Suite, Third-party Applications, Proprietary The lack of focus on this
Applications | Network Connectivity Support for VPN, critical part of your business
Network Administration, Account Management, Login & can result in unhappy end-
Connectivity issues resolution | Email users, a negative image of
(Setup/Removal/Archiving/Retrieval) | Utilities | Field Engineer your IT organization,
Support excessive IT infrastructure
support costs and
 Remote Desktop Management Services (RDMS) significant impacts to your
Asset Administration | Software Compliance | Asset Discovery, overall performance by
Management & Distribution | Patch Distribution & requiring additional
Management | Virus Remediation & Protection | Data resources at second & third
Restoration | Online Backup | Service Request Management | levels to mitigate the
Remote Support & Access | Hardware Break/Fix | Virus inefficiencies and lack of
Contingency Planning First Call Resolution (FCR) at
the Helpdesk.
 Blackberry Support Services
Assisting in presales meetings as Technical Support | Assisting
in IT Environment Evaluation for Blackberry Enterprise Server
implementation | Providing training on Servers, Services &
Applications | Supporting and educating end-users to the Ovex can efficiently manage
potential of their Blackberry devices | Assisting client Contact your growing IT demands
Centers with troubleshooting and technical queries |
Extensive Report Generation: Daily/Weekly/Monthly/Quarterly
| Handling the Return Merchandise Authorization (RMA)
process | Software up-gradation, Third-Party installations,
patch updates, data transfer & basic configurations

Page | 4
Features of Ovex’s Service Desk Model are as follows:

 Intuitive and Easy to Learn Call tracking software (CLARIFY)

 Generation of 'Trouble Ticket' Information & Intelligent ticket routing
 Service Desk Includes a Database for Client & Operator Details
 Extensive Reports Quickly Available
 100% Web-based - No other software components to install or maintain
 Requires only the Web Browser on Client and Operator Computers
 'Whiteboard' Alert and Auto-Messaging Facility
 FAQ Knowledge Base Facility & Dynamic FAQ Entries
 Auto E-mailing & SMS Messaging to Operators
 Auto E-mailing of New Trouble Ticket
 Modeled after a “Best In Class Support Center” utilizing industry recognized information
Technology infrastructure Library (ITIL)
 Framework and Help Desk Institute (HDI) methodologies

Core Benefits:

 24*7*365 availability
 Reduced cost of IT support and improved IT operations and efficiency
 Leverage of Ovex Enterprise Class Technology Infrastructure
 Skilled and experienced staffing
 Improved IT image and increased end-user satisfaction
 Reduced impact of internal turnover of IT support personnel
 Off load of Level 1 and Level 2 and off-hours support to better utilize internal resources
 Diversified industry experience in providing reliable managed services in complex environments
 Fully integrated and scalable services easily tailored to customer requirements
 Call and Root Cause Analysis by product, application, department or employee group
 Predictable & Manageable Services Based on Industry Best Practices

Key Measures: Additional services include:

 Ovex handles 50,000 customer  IT Audit

services calls per month
 23 second average speed of answer /
9 minute average call handle time
 85 % First call resolution
 Customer Process Improvement Plans
 Data Center Outsourcing
 Disaster Recovery Services
 Market Research
 Data Entry (Analysis & Research
Services)

Page | 5
 ACCOUNTING
OUTSOURCING
Ovex Technologies offers Accounting Outsourcing When to Outsource Accounting?
that comprises of a full range of services, including
core processes, MIS and compliance. - Do you spend weekends and evenings
trying to “catch up” on your
 Core Accounting Services
company’s accounting?
Accounts Receivable | Accounts Payable | General
Ledger | Collection & Billing | Payroll Processing | - Is your monthly financial information
Document Management | Complete Book keeping & accurate?
Data Entry - Is it difficult to find or keep a
competent bookkeeper?
 Reporting & Management Information Systems
Preparation of Financial Statements as per IFRS, - Do you need more accounting
Companies Ordinance (Pakistan) and US GAAP | assistance but can’t afford a full-time
Budgeting, Forecasting & Variance Reporting | Cash
controller?
Management and Cash Flow Reporting | Inventory
Management | Financial Analysis | Customized MIS - Do seasonal rushes overwhelm your
*All analysis is based on information available in the public domain
accounting staff?
- Do you turn down special accounting
 Regulatory & Contractual Compliance
Corporate Returns* | Income Tax Returns* | Sales Tax projects because you don’t have the
Returns* | Contract Reviews staff to support them?
*As per Pakistani Laws.
- Do you require instant information for
effective decision making?

It's all about focus. Let Ovex focus on the details, so you can focus on the things your company does
best. Our Finance and Accounting Outsourcing services deliver the highest level of professionalism,
accuracy, timeliness, and quality.

Page | 6
 - Accounting is an essential function in every company, routine tasks such as accumulating data,
managing the back office and dealing with back office issues take up valuable time and resources.
Outsourcing these functions allows you to focus on your core business

- Our Accounting Services provide management the information required to better direct business,
whilst providing greater control and improved efficiency over the company's vital records and
security

It’s Simple Some BENEFITS of our services are as

follows:

1. Just send us your data via:  Streamlined Financial and Accounting

operations
 Substantial and sustained operating
• E-mail
• Fax cost savings
• Secure post office  Faster Month-End Closures

2. And we:  Delinquent Account Receivables

- Digitize all information
- Categorize all information
- Post all information
- Associate input documents with
accounting record
- Compute the future effect of all events
and make time associated entries
- Apply existing business rules
- Reconcile all accounts
- Present books and records for use by
8AM each morning
improved by 50% for money
outstanding less than 60 days
 Improved cash flow and cash
management through efficient and
timely reporting
 Improved service quality (time, cost and
accuracy)
 Robust accounting platform
 Greater transparency in information
management necessary to run your

3. All you do is: 

- Review management
notifications
- Act on problem areas
- Approve routine actions
- Focus on your core business
business
Disaster Recovery
 Data Backup and Retrieval
exception
 Project-based reporting
 Improved control over internal
environment
 Working capital optimization through
technology based solutions
 End-to-End managed AP service
offering with a strong e-invoicing
solution.

Page | 7
Multiple Accounting Platforms to Suite your needs

In line with your unique business needs, we have adapted industry leading platforms to augment our
accounting services for businesses of all sizes. For small to medium businesses we use QuickBooks
Solutions. This is quick, secure and cost effective. For medium to large scale businesses, we have adapted
Microsoft Dynamics GP to provide a robust, secure and reliable medium for bookkeeping, reporting and
analysis to effectively monitor analyse and plan financials. These platforms easily assist in providing a
snapshot of the business without having to wait until the books are closed. With built-in internal controls
you can monitor audit trails for the accountability and oversight required by Sarbanes-Oxley legislation.
Standard business metrics allow managers to easily determine the real-time financial health of the
organization while sitting anywhere in the world.

The OVEX Way: Having remote access to your data does not mean you get to deal with machines – we
take you personally. Once on board you would be assigned a dedicated manager with his team to address
any issues personally. In addition to our focal person you would also have access to the vast expertise of
senior financial professionals. Your satisfaction is our satisfaction – Let us help in steering your business
towards sustained growth.

Page | 8
 DATA
MANAGEMENT

Our Data Management solutions allow you to enhance Why is Data Management
data quality for effective mining, enable increased
important for you?
tracking and reporting capabilities and improve data
integrity and oversight for your business.
- Data Redundancy: Each system,
application and department
Our DATA MANAGEMENT SERVICES include:
within an organization collects
its own version of key business
Data Entry, Cleansing & Aggregation | Data Validation | entities, thus leading to
Data Enrichment | Data Acquisition | De-duplication | redundant and poor quality
Duplication | Taxonomy | data

- Data Inconsistency: Enterprises

spend enormous resources
trying to reconcile master data,
often with limited success. This
process repeats itself as there is
no mechanism for capturing
and assimilating the data
gathered from the first or
successive reconciliations

- Business Inefficiency: Redundant

and inconsistent master data
leads to inefficient supply chain
management, inconsistent
customer support, customer
dissatisfaction and wasted
marketing efforts

- Supporting Business Change:

Organizations are constantly
changing, ensuring a constant
stream of changes to master
data. With no way of managing
these changes, data is prey to
redundancy, inconsistency and
ineffectiveness

Page | 9
 MEDICAL BILLING
& TRANSCRIPTION

Medical Billing &

Experienced and qualified staff allows Ovex Transcription with Ovex
Technologies to increase and accelerate your cash
1. Clean claims
flows with improved collection ratio, reduced days in 2. Fewer Rejections
AR ensuring and timely follow up and appeals. 3. Faster Payments
4. Denial Management
Our service offering includes: 5. Reduced Aging

Happy customers
 Medical Billing

Charge entry - Paper and Electronic submissions |

Rejection handling | Insurances follow-ups |
Primary and secondary billing and re-billing |
Payment posting (Electronic Remittance Advice
and paper EOBs) | Worker comp and no fault
billing | Referral and eligibility tracking | Aging
Reports

 Medical Transcription

Transcription from voice recorded files -

Electronic setup for faster processing through file
transfer protocol | High Accuracy Quality Control |
Instant access to all voice and transcripted files

Page | 10
 The ADVANTAGES you need

Improved Revenues: State of the art work flows and simplified solutions with increased revenues and
fewer denials

End to End Transparency: 24-hour access to all reports and patient data, so you can stay on top of your
financial and health records

HIPAA Compliance: All processes are designed to be HIPAA compliant and ensure confidentiality and
data integrity to meet market standards

Coding Accuracy and Clean Submission: Maximum productivity with minimum QA score through
layered quality control ensures improved and accelerated cash flows

Account Reporting: A dedicated account manager ensures that you stay updated with all billing
activities through daily, weekly and monthly reports

Page | 11
 REVENUE CYCLE
MANAGEMENT
Ovex’s state of the art Revenue Cycle Management Solutions are designed to meet all present
standards of your insurance and patient billing needs. Flexibility of our service offerings allow
customers to personalize them based on the needs of their specialty and size of their business from
individual and small practices to large group of physicians.

 Charge postings
 Paper and Electronic submissions
 Rejection handling at both clearing houses and payer level
 Primary and secondary billing and resubmissions
 Timely and efficient insurances follow-up
 Payment postings from paper Explanation of Benefits (EOB) and also form Electronic
Remittance advise (ERA)
 Worker compensation and No-fault billing
 Patient Statement Cycling
 Daily, Weekly, Monthly and Quarterly reports

Ovex RCM solution ensures:

 Clean claims with standard coding procedures and electronic submission

 Minimal rejected claims by improved front end edits
 Ensured faster payment, prompt postings and patient billing
 Efficient denial management and re-submissions
 Standard appealing protocols and aggressive follow ups
 Discrete reporting process for each payer to practice level analysis

These steps results in:

 Intelligent billing and improved payments with standard days for your cash returns
 Timely processing and submission of claims typically within 24 hours
 Reduced denials and same day re-submission after necessary protocols
 Timely appeal writings and consistent follow ups
 Efficient escalations and reporting

Page | 12
 OVEX INFRASTRUCTURE
SOLUTIONS
Benefit from Ovex’s
In collaboration with industry leading business partners, Ovex
collaborations for
offers a comprehensive infrastructure solution that makes
maximum business
optimized information sharing and utilization possible. Ovex
impact
Technologies’ Infrastructure solution encompasses a wide range
of deployments for network, server and storage. Some of these - Ovex offers
include: comprehensive
custom designed
Network & Data Center Solutions
business solutions by
 Network Solutions leveraging the
 Routing & Switching technological
 Network Security prowess of Cisco,
 VOIP Panduit, F5, Fortinet,
 Wireless - WAN (Architecture Design, Implementation & APC & EMC
Maintenance)
 Unified Communication (Design, Implementation & Support) - To ensure quality
 Integration & Deployment Services Ovex employs
 Specialized Network Integration Support certified industry
 Fiber & UTP Cabling Solutions professionals to
design custom
Server & Storage Solutions solutions for our
clients.
 A complete range of EMC Storage Solutions
 IP & Network Storage Solutions
 Virtualization & Consolidation
 Document Management
 Rack Mount & Tower Servers
 Hardware Storage Platforms
 Full Backup & Recovery
 Archiving
 Information Security
 Infrastructure Consolidation & Optimization

Page | 13
 Our infrastructure services also include:

 Personal Telepresence and DVE-Tele Immersion solutions / Cisco Telepresence Solution

 Consultation on the best equipment and network solutions for your organization
 Expertise in both ISDN and IP networks and Migration Paths
 Access to a wide range of best-in-class products, supported by our Multi-Vendor Service
expertise
 Integration and Deployment Services with specialized Network Infrastructure Support
 Complete Data Center Infrastructure Solution including: Power, Rack, Cooling, Security and
Management Systems

Page | 14

Ovex fully integrates Power,
Cooling, Rack, Management,
Security and Services. This on-
demand architecture allows the
selection of standardized
components to create a solution
through modular and mobile
configurations. Ovex is available
for any IT environment, from
wiring closets to large data
centers.
Ovex lets you install only what is
required today, yet easily scale to
meet future demands. It also
increases system availability while
decreasing design and install time
from months to days.
Design & Assurance
Design & Architecture for new Data
Centers, Planning for upgrade,
expansion or re-location of existing
Data Centers.
Deployments
Construction, Provisioning, Vendor
Management, Project Management
for Data Centers
Operations & Maintenance
- Outsourced Operations &
Maintenance of Data Centers.
Page | 15
*American Power Conversion – Strategic Partner with Ovex Technologies Pakistan
OVEX DATA CENTER
SOLUTIONS
Why OVEX – APC* Infrastructure?
Availability
 Highest cooling density available (up to 20kW of
cooling per rack)
 Redundant design of system eliminates single points of
failure
 Hot-swappable modules lower mean-time-to-recovery
 Factory pre-tested system reduces downtime
 Proactive management identifies potential
problems before they occur
 Locking enclosures provide a secure environment
Agility
o Rack-based modular approach allows system to be
easily moved
o Scalable design accommodates changing power
densities
o Power distribution system accommodates all
receptacle types
o Vendor-neutral enclosure guarantees compatibility
with all major IT vendors
o configured systems (Single Part Numbers)
o Web-based configuration tool simplifies the design
process
o Configure-to-order approach accelerates installation
o Integrated pre-engineered system eliminates
need for on-site system test
o Rack-based, standardized modules facilitate
quick installation
Total Cost of Owner Ship
 On-demand design prevents oversizing and lowers cost
 Built-in redundancy eliminates need to buy second UPS
 Standardized modules minimize one-time
engineering costs
 Integrated cabling and cooling eliminates need for
raised floor
 OVEX SOFTWARE
SOLUTIONS
Ovex Technologies offers a myriad of Ovex Software solutions deliver
software solutions to help increase exceptional innovation, flexibility and
productivity and boost operational ROI in order to meet your changing
efficiency. We aim to provide our needs
customers with solutions that are
- Ovex combines leading
adaptable, well integrated and cost
effective. technologies with
implementation expertise and
Our Software portfolio includes:
years of industry knowledge

 Enterprise Resource Planning Solutions

 Customer Relationship Management - Our software projects are
Solutions executed on established AGILE
 Custom Development
practices
 Desktop Applications
 Web Applications
- All our business processes are
 Website Designing
 Web Portals compliant with Risk
 Graphics & Animation Assessment, Quality Control &
Resource Planning standards

Featured Product: Media CTS

Media CTS is a Web Based scalable application that can be tailored for both small and large
broadcasters and is suitable for all types of operations including terrestrial along with multi-
channel cable and satellite. The product contains all of the features needed to manage a traffic
scheduling and advertising sales operation. The application is modular and it is possible to
purchase only those modules that are required.

The system can be tailored to operate in a range of different environments with support for

Page | 16

OVEX INFRASTRUCTURE
- Dedicated International Private Leased
Circuits (IPLC) over the Pacific and
Atlantic to route overseas voice calls
and for data access directly to the
facility
- Satellite Earth Station providing back up
for the IPLC and a direct link to
international satellites, thus by-passing
domestic infrastructure
- Multiple-Mode: Fiber, Radio and
Rooftop Earth Stations with built-in
technical redundancies to maintain
perpetual uninterrupted operations
- Our contact centers are powered by the
Cisco IPCC solution allowing for
premium customer interaction
management
WHY PAKISTAN?
- Lower costs, better infrastructure
(Gartner, 2008)
- Top destination in terms of growth, value
for money and customer service | 328%
growth in outsourcing during 2007-08 |
Just behind the U.S. in customer
satisfaction
(oDesk, 2008)
- Ranked among top 20 Global Service
Locations
(A.T. Kearney Ranking, 2009)
Page | 17
WHY
OVEXTECH?
 We stand as the largest third-party offshore
BPO/IT solutions provider in Pakistan
 Awarded Pakistan’s ‘Best BPO/Call Centre
2008’, by P@SHA (Pakistan Software Houses
Association)
 Awarded “Best in Operational Excellence
2009’, by P@SHA (Pakistan Software Houses
Association)
 Best-of-Breed IT Infrastructure & Support
Functions – Three Fully Redundant Facilities
 Global IT Helpdesk with extensive 24/7 support
for all our clients and operational teams
 Highly qualified and trained human resource
from accredited universities with attrition rates
among the lowest in the country
 Comprehensive Client Relationship
Management with clear monitoring,
administering and auditing systems
 Complete financial forecasts, cost benefit
projections and control over desired spending
to assist in customer decision making
 Premier client list including renowned local and
foreign clients
 Ongoing investment in innovative solutions,
human resource development and intellectual
capital
 VERTICALS
SERVED

Telecommunication

Automotive

Media

Manufacturing

Airlines

Consumer Products

Education

Shipping & Logistics

Oil & Gas

Finance & Banking

Technology

Healthcare

Pharmaceutical

Energy

Page | 18
 LAHORE

Corporate Office
th
9 Floor, MM Tower
28/A, Block K
Gulberg II

+92 42 111 111 502

KARACHI ISLAMABAD

Office # 305/306, 3rd Floor, Ground & Second Floor

Business Center, 19/1 – A, Evacuee Trust Complex
Block 6, P.E.C.H.S, Sir Agha Road
Main Shahrah-e-Faisal, Sector F-5/1
Karachi
ovextech.com
+92 51 111 111 502
+92 21 111 111 502