Expert Solutions in Telecommunication World

About us: CROSSCODE Technologies LimitedAbout us: CROSSCODE Technologies Limited

• CROSSCODE Technologies Limited is a software solutions working in the Telecom domain since 2006

• We offer complete telecommunication solutions for today's enterprises using the latest world class technologies

• Our services are instrumental in assisting corporate executives, money managers, bankers, economists, planners, purchasing, marketing, resource managers, and government policy makers in over the world

• We have served more than 35 renowned clients in India• Our company is also into service model and serves to

companies like Avaya, Nortel and Cisco in order to develop custom functionalities on their platform

CommTEL is complete custom call center solution. This product has been developed considering low cost and high value functionalities.

Product LineProduct Line

CommTRACK is highly configurable & dynamic issue reporting & tracking system with an in-built escalation engine for inter/intra department escalations.

CallDESK is a single window interface for user. It facilitates user to perform all telephonic functionalities like receive, dial, conference , transfer etc on single click.

PayLINK is PCI-DSS certified payment solution to process credit card payments over an IVRS. This facilitates user to pay his/her bill on phone through credit cards.

CommTEL

CommTRACK

CallDESK

PayLINK

CommTEL is complete custom call center solution. This product has been developed considering low cost and high value functionalities.

CommTEL gives complete functionality of CTI (Computer Telephone Interface) and EPBX. CommTEL also offers integration with CRM such as sales force.

CommTEL is an offering for the customer who wants functionality offered by OEM’s such as Avaya, Nortel, Cisco etc. but in a affordable cost.

In order to setup a call center with CommTEL; client requires PRI (Telephone Line) with desktops for his agents with headphones other than call center premise.

CommTEL

CommTelCommTel

CommTEL serves the functionality of SaaS. It can be used as hosted solution. Due to Department of Telecommunication regularizations CommTEL can’t be used as hosted model. The functionalities which enables the hosted model for CommTEL are as follows:1.Dynamic creation of table structures in same database by adding call center owners into system2.Dynamic workflow for routing of call depending on the mapping of toll free number to particular customer3.Mapping of toll free numbers to call center owners ID

CommTel ServicesCommTel Services

The offered services from CommTEL:

• Supports in-bound, out-bound & blended operations

• IVRS with ACD capabilities defined as per business requirements

• Highly available system, with in-built fail-over mechanism

• Supports predictive / preview/ auto-preview/blaster (OBD) / manual dialing modes

• Supervisor can barge-in, coach, monitor, change agent ready / not ready, etc non-intrusively and on-demand

• Can integrate with any Web-based on applet based CRM or Oracle Forms application

• Built-in QA tool for voice recording, playback and download

• Intelligent & highly configurable campaign, DNC, churn, re-try management tools

• Real time dashboard for channel status, trunk availability, agent activity, queue status, campaign penetration

• Exhaustive & customizable set of reports on agent performance, lead penetration, dialer performance

• Intelligent and configurable call back feature & queue management for inbound operations

• Customizable MOH

CommTRACKCommTRACK

CommTRACK is highly configurable & dynamic issue reporting & tracking system with an in-built escalation engine for inter/intra department escalations.

The beauty of this product is that screen field can be configured by person who do not have any knowledge of the HTML.

The workflow is a heart of this product. Workflow are related to the propagation of ticket. CommTRACK gives facility to user to configure the escalation levels as well as the sequence of departments through which ticket needs to propagate. The sequence can be from department 1 to department 2 and again to department 1. The status of tickets for particular user in particular departments can be configured according to required propagation.

SMS and Email integrations are inbuilt features of this system.

CommTRACK

CommTRACKCommTRACK: Case Study: Case StudyCrossCode had implemented CommTRACK application for utility company (GTL). GTL has a customer care center where end consumer comes with different types of complaints to customer care representative.

Customer Care representative will enter the type of complaint while generating ticket. The complaint type decides the number of departments and the sequence of departments through which generated ticket needs to propagate. This configuration will be done in admin part by creating rules for propagation of ticket. The authority of closing (who will get the authority to close ticket) the ticket also can be configured depending on the requirement.

Another requirement of GTL was to implement effective escalations to different levels in department /s. The escalation was important to them in order to close the ticket within pre decided timeline for each ticket type. Escalation engine can be configured in multi level and multiple level (Cross departmental) mode.

GTL’s higher authority is also using SMS enabled service very effectively. The requirement is to get the periodic status of complaints at regular intervals on each day. Various managerial reports are also a part of this package.

CallDESKCallDESK

CallDESK is a single window interface for user. It facilitates user to perform all telephonic functionalities like receive, dial, conference , transfer etc on single click. It also enables the presentation of custom CRM / application in that single window. It is web based solution.

Basically, the need for this is to have one screen console for an agent to do all telephonic operations very effectively. Due to CallDESK, agent do not have to refer to another screen /applications in order to refer the records in different applications to give satisfactory answers to caller. This is possible due to the integration and presentation of the integrated application in one screen console.

CallDESK

PayLINKPayLINK

PayLINK is PCI-DSS certified payment solution to process credit card payments over an IVRS. It is integrated with leading banking payment gateway. This facilitates user to pay his/her bill on phone through credit cards.

CrossCode has implemented this product for “Pizza Hut” outlet. The requirement was like consumer will give an order to pizza-hut order department representative. The representative will finalize the order and then he will transfer his /her call to PayLINK which uses its IVR which connects to payment gateway. The IVR will ask the credit card information to end consumer. The end consumer will enter the information from the phone keypad. The information will be validated against the payment gateway and then depending on the response from payment gateway the order gets finalized.

PayLink can also interface with existing billing system to update the order status.

PayLINK

Future Product Future Product VIRTUAL AGENTS.

•The concept is to create virtual call center.

•The call center owner will buy CommTEL product and PRI line.

•The agents can operate from any geographic location.

•Virtual agent is a mobile based application which will have a capability to receive a call and access custom application (e.g. CRM) to answer the queries raised by consumer.

•The agent needs only smart phone. Consumer will call to call center then CommTEL will divert call to the Agent. Agent will receive a call.

•This concept can also be extended to level of getting online consultation with physicians. The physicians can be connected to caller depending on the expertise, location and availability.

ServicesServices

• Provides the services to Avaya, Nortel for their internal application development.

• Provide custom application on Genesis, Avaya and Nortel platforms for consumers who already have these infrastructure.

CapabilitiesCapabilities

Asterisk

•Integration with speech engines, CRM systems or databases•UI for configuration management of the installed systems•Incorporate features like intelligent and persistent routing

Technologies

• Web servers – Glassfish, Tomcat, JBoss, Comet, IIS

• Studio / IDE – NetBeans, GVP, CVP, TellMe, OpenCall

Mobile Applications

• J2ME or .NET CE based application development

• Integration with ASR engines for voice to text conversion

• Development on Windows CE as well as Symbian platforms

Payment solutions

• PCI – DSS v1.2 certified Payment IVR system which is pluggable into any existing call flow based on IVR, call centre or web portal