presentation by: shaniur t i m nabi, ceo -...

Presentation by:

Shaniur T I M Nabi, CEOFriday, 12 December 2014

Connect Seven Solution Sdn Bhd (924787-D)

Unit C-02-06, iTech Tower,Jalan Impact, Cyber 6,

63000 Cyberjaya, Selangor, MalaysiaTel: [email protected]

Introduction

Solutions Overview

Target Market

Features Overview

Friday, 12 December, 2014 Copyright (c) 2014 Connect Seven Solution Sdn Bhd.

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Established in 2010Malaysian registered MSC status company dealing in the field of

telecommunication servicesoftware developmenthigh-tech R&D in the ICT sector and managed services

Head Office in Cyberjaya, MalaysiaStarted off as a Telecommunication and Business Process Automation Solution Provider2011 – Gains MSC Malaysia status2013 – Pioneer Status Awarded by MIDA

Industry FocusTelecommunicationGovernment and DefenceAcademiaSME SectorBanking, Finance & AuditManufacturing


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Is an IP based hosted call centre solution

Provides comprehensive features for handling voice

Enables real-time agent and call centre performance

Provides advanced Access, IVR and ACD functions

Is implemented as an On-demand / Software as a Service (SaaS) model

Delivers contact centre solutions for small and medium size enterprises (SME), eliminating their need to:

purchase or host on-site Telco equipment

rent inbound telephone lines

plan expansion months in advance


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On premise Call Centre

High CAPEX for the end user

All agents must work from a fixed location of the call centre

Required upgrades and updates

Difficult to expand

Relocation is a major hassle

CentrePoint Hosted SolutionPay as you go – OPEX model

Agents can work from home using any 3G, ADSL, Fibre or a reliable broadband connection

Easy expansion – pay and increase capacity

Always available on the move. Physical location of the call centre is irrelevant


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Comparison from end user perspective


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TDM-IP

VoIP Gateway

Other IP Traffic Sources & Outbound

Calls

CentrePoint ServersApplication, billing & other services

Incoming Call

Local

Remote

Support Agents

SMECentrePoint Subscribing

Companies & Agents

IPNetwork

AirTel

Hotline Number


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Company A

Company B

Internet

VoIP/Data

VoIP/Data

Company C

CompanyDatabase

Agent 1 VoIP/CTI

Application

Agent 2 VoIP/CTI

Application

Data Centre

CentrePoint Call Centre Services

Local / IDD Access

IVR ACD

Firewall VoIP/Data

Upcoming Call Centres

Start up business

Looking for few seats per month with no upfront cost

Businesses wanting small in-house call centre

As low as one seat

24/7 IVR and call management

Nationwide hotline number for sales and support


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Interactive Voice Response (IVR)

Multi-lingual support

Multiple levels of menu offered for selection via touchtone input

Call transfer to ACD, another IVR call-flow, voice message box or specific agent

Automatic call Distribution (ACD)

Configurable hold times

Transfer to IVR for exit handling

Transfer to voice message box

Configurable prompt while on hold

Configurable hold music, ring tone, busy tone

Overflow to Alternate ACD or IVR to permit backup agents for busy periods


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Inbound Call Management

Hotline routing for IVR or ACD handling

Agent can Answer call, hold call, park call or transfer call

Statistics related to inbound call handling captured for performance reporting

Outbound Call Management

Calls may originate from Agent

Call may originate from Outbound Call Campaign

Statistics of Outbound Calls captures for performance reports


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Hotline Routing

Inbound number assigned to IVR, ACD or named agent

Alternate routing based on hours of operation

Multiple hotline numbers to same routing (local and toll-free numbers)

Agent-to-Agent Communications

Text Chat

Intercom

Silent Monitoring


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Voice Messages Recording / Playback

Company wide voice message box for after hours messages

ACD specific voice message box

Agent specific voice message box

Agents assigned to an ACD may listen to messages for that ACD

Campaign Management / Predictive Dialling

Blended Outbound and Inbound campaign support

Based on Imported Contact List

Adaptive algorithm adjusts based on:

Number of available agents

Average talk time

Percentage of successful call connections

Average time on the ACD


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Contact Centre Performance ReportsAd-hoc or Scheduled

Scheduled sent via email

Email formats of reports include: PDF, CSV, XLS, TXT and RTF

Reports includeCall Supervisor

Incoming Calls By User Report

Outgoing Calls by User Report

User Call Detail Report

User Call Summary Report


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Reports includeQueue (ACD)

Abandoned Call Profile

Answered Call Profile

Profile of Average Wait to Answer

Profile of Calls Entering ACD

Maximum Wait to Answer

Distribution Queue Performance

AgentsAgent Availability Detail

Agent Availability Summary

Agent QueueAgent Performance Detail

Agent Performance Summary

IVRIVR Summary By Date

IVR Summary Abandoned Report

Fax-on-Demand Detailed

Fax-on-Demand Summary


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Real-Time AlertsConfigurable Alert Thresholds related to conditions of the:

VCC application for the Subscribing Company (SC)

SC Agents performance

ACD queues

Supervisor notified if an alert condition is reached

Voice Recording for Inbound / Outbound CallsSelected by Administrator on an agent basis

Retained on the VCC servers for configurable number of days


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Incoming Call HandlingAnswer

Hang-up

Hold

Transfer

Park

Mute

Display / Set Agent Status

Text chat

Agent List with Status

Calls Queued / Agents Online Stats

Auto Answer Enable/Disable

Agent-to-Agent Intercom

Status / Event Scroll Back Display

Support for External Phones


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Broadcast message to all online agents

Alert View / Acknowledge / History

Summary Statistics

Current Total Calls

Today’s Total Calls

Current IVR Calls

Current Calls on Queue

Current Max Waiting Time

Today’s Max Waiting Time

Current Longest Talk Time

Today’s Longest Talk Time

Current Call on Hold

Current Longest Call on Hold

Today’s Max Hold Time

Number of Calls on Park

Today’s Number of Dropped Calls


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Agent Performance Statistics

Agent Name

Inbound: Current Caller ID

Outbound: Current Called ID

Agent Status

Login Time

Logout Time

Last Status Change Time

Today Talking Duration

Total Calls

Current Talking Duration

ACD Performance Statistics

ACD Queue Name

ACD Group

Number of:Agents logged in

Busy Agents

Available Agents

Not Available Agents

Current Calls

Parked Calls

Dropped Calls

Current Max Wait Duration

Today Max Wait Duration


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Call Mark Solutions Sdn Bhd

25 Agents

Serving 6 different companies in 7 projects

Services provided:

Inbound Support

Outbound Tele Marketing

Lead Generation

Appointment Setting

Average numbers of calls handled per day: 1900+


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Before CentrePoint implementationAll agents had to work from their call centre

Surcharge paid to agents working late night shifts

In-house servers with a server room24/7 power consumption even for times there were no night shifts

1 dedicated IT staff memberSupport issue if IT staff calls in sick or on leave

Moving phone numbers to a new location costs extra charge and 4 weeks notice

Initial system was built for 15 agentsAdditional hardware and software license was required for upgrading


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CentrePoint introduced instead of upgradingAgents have the flexibility to work from home

No more late night surcharge payment

No need for a server room

No need for full time IT staff24/7/365 support from CSS

They were able to move their office to a new suburb without any service disruption

Pay-as-you-use service modelNever worry about hardware or software license upgrades

New agents can be added in less than an hour


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CentrePoint introduced instead of upgrading

For peak projects Call Mark is able to take in more trunk lines and agent seats in ad-hoc basis

Call centre physical location is only used for training and project kick-offs

After one week of project kick-off, all agents connect from home

Supervisor can monitor all activity from anywhere

Real time alerts and service reports are accessible remotely


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Two packages available:

All features with call recording

RM300/concurrent agent/month

All features without call recording

RM200/concurrent agent/month

Standard Fees

One time setup charge: RM2000

Includes training for 2 days and full system configuration

No monthly contract – Pay as you use (monthly)


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Service Level Agreement

99.5% uptime guarantee

Two free support tickets free per month

Add-ons:

Additional trunk lines: RM15/month

Additional recording storage for 6 months: RM20/concurrent agent/month

Additional Support Tickets: RM50 each


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Requirement gathering

Analysis of requirements

Proposal

Acceptance

Deployment


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12 December, 2014Copyright © 2014 Connect Seven Solution Sdn Bhd

Questions? Comments?

Presentation by:

Shaniur T I M Nabi, CEOFriday, 12 December 2014

Connect Seven Solution Sdn Bhd (924787-D)

Unit C-02-06, iTech Tower,Jalan Impact, Cyber 6,

63000 Cyberjaya, Selangor, MalaysiaTel: [email protected]

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presentation by: shaniur t i m nabi, ceo -...

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