itsl - corporate presentation
DESCRIPTION
the feature of the Contact Center and Case studyTRANSCRIPT
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iTSL 2013
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iTSL 2013
Introducing iGwet Teleco Solutions Limited
Building Trust Through Performance
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iTSL 2013
ContentWho We Are
Our C3 Vision & Strategy
Services, Solutions & Systems
Our Expertise In Systems Integration
Our Expertise in Contact Centre/BPO
Operational Capacity in BPO
Clients By Industry Verticals
Alliances
Flagship offering
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iTSL 2013
Who We Are
iGwet Teleco Solutions Limited is a leading
provider of next-generation business collaboration
and communications solutions, specializing in the
delivery of enterprise level converged network
infrastructure, enterprise resource planning (ERP)
solutions with specific expertise in Customer
Relations Management (CRM) and Customer
interaction systems (CIS)solutions.
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iGwets business model is to partnerwith leading consult ing, technologyand management services providers tooffer tai lored solutions to meet ourcustomers needs and enhances theiroperations
Who We Are
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Service Systems
Solutions
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Our Expertise In Systems Integration
PBXs & Associated Applications
Interactive Voice Response Systems (IVR)
ACD Technologies & Multimedia Routing Engines
Voice, Email, Fax Web Chat, etc
Voice Recorders
IP Networking Technologies (Converged Systems)
Messaging & Collaboration Systems
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Our Expertise In Contact Centre Solutions &
BPO Operations
Building & Managing Contact Centers
IT Outsourcing
Knowledge Process Outsourcing
Data Processing
HR Outsourcing
Financial Services Outsourcing
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We have invested heavily in the physical
infrastructure and operational capability to
deliver world class BPO services to the most
discerning corporate and public sector customers.
Operational Capacity In BPO
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Active partners sharing revenues and
growing with us
Multi-national network including partners across Asia -Pacific, Middle-East,
Africa, Europe & Americas
Range of referrals,
associates, and elite partners
across the globe
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Software based Technology
Java based server application.
Based on open standards (SIP, ISDN, XML, XMPP).
SOA & MDA based.
Benchmarked standard systems
All-in-one pre-integrated solution
Inbuilt CRM, Voice-Logger, Reporting, ACD, IVR, Dialer, CTI, QM, CM tools
Tools to innovate and value-add to business
Reliable | Scalable | Extensible | Future-Proof | Best ROI | Best Technology Partner
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Perfect for Enterprise Communications
Robust, flexible and scalable All IP based PBX Advanced features Monitoring, 100% call logging,
Snoop/Barge modes Conferencing Centralized infrastructure and policy
management
Compliance management and Risk Management
Structured Centralized and Efficient Uniform policy implementation
Cost controls and call cost optimization
Effortlessly supports distributed set-up
One Central Site Multiple deployment sites/branch
offices
Centralized control over all infrastructure
Centralized monitoring and policy deployment
Virtual Presence at each agent desk All voice recording, logs, even live
calls are accessible
Centralized management, policy implementation and compliance
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Superior Capability
o High Capacity, High Availability, and
Scalability
o Flexibility & 24X7 support availability
o Most advanced dialing and reporting
technology
o Unique Learnsys Algorithm to Minimize
idle time and reduce dropped and
abandoned calls
o Unmatched time of delivery
Basic workforce management
o Birds eye view of agents andcampaigns
o Centralized management of distributed
workforce
Quality Management
o Analysis and Monitoring Tools
o More than 200 standard reports
o Configurable reports
o Voice recording
CTI
o Pre-integration with database & CRM
o Screen pop
Easy Supervisiono Update of each Agent with their status
and talk duration
o Real-time monitoring
Easy and Effective Process
Management
o Campaign Addition/Deletion/Editing
o Multiple campaign management
o Call transfer / conference
o IVRS specificity
Lead Management
o Duplicate Number check
o DNC
o Data integrity management
o AMD
o Lead Churning
o Time zone management
Improved connect rates | Reduced Communication costs | Higher agent productivity |
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Multiple Dialing Modeso Predictive / Preview / Manual /
Progressive
o Rule-based dialing
o IVR Dialing or Broadcast Dialing
Advanced Featureso Dynamic Call Pacing
o Complete & Selective DNC
Management
o AMD
o Compliance / Exclusion
o Multiple Minute Providers
Integration
o Intelligent IP Telephony & VoIP
handling
o Callback Scheduling
Improved connect rates | Reduced abandoned calls | Reduced Communication costs | Higher agent productivity
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Key Featureso Self-help service with
TTS and ASR
o IVR Node Flow Designer
with Scripting Capabilities
o Multi-language Support
o E-mail/SMS/Fax
Integration
Advanced featureso Cost-effective Rural IVRS
o Personalized IVR
o IVR Jump
o Customizable IVR
prompts
o Agent Greetings
A library of nodes provides for step by stepcreation of complex or simple call flows
Create custom-call flows with a GUI based easy to use interface
Reduced wait times| Improved Productivity| Self service & Prompt response
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Key Featureso Pre-integrated Active
Voice Logging
o 100% Blind Recording
o Multi-format Voice
Recording
o Automatic Compression
and Archiving
o Web-based Remote
Access to Voice Logs
Advanced Featureso Quality Monitoring
o Multimedia Control
o Supports mp3, VOX,
ALAW formats
o Extensible with mixer with
Codec Plug-in Support
Compliance | Supervision| Quality Monitoring
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Key Featureso ANI/ DNIS based routing
o Multiple Queues
o Welcome greeting
o Music-on-hold
o Office hours configuration
o Compliant with standard
PBX, Media Gateways &
Phones
o ACD Reports
Advanced Featureso Web access facilitating remote agent
login
o Skill-based Call Routing
o Account-based routing - Priority,
FIFO and preferred routing
o Wait time notification
o Pre-integrated with CTI & IVR
o Pre-integrated with Voice Logger
enabling advanced custom reports
o Calendar integration
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Cradle-to-grave Reportingo Generation of business-oriented
comprehensive reports at
Agent, Campaign, System and
Resource levels
o Over 200 Report Templates
o Web-based access for remote
users
o Real-time and Historical Data
Analysis
o Automatic Maintenance and
Backup Management
Report Designer Toolso Reportika - Advanced Report
Designing Module
o No need for in-depth
knowledge of SQL. Configurable
for multiple outputs for reports
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CRM
o CRM integration with IVR &
ACD to enable customer
profiling
o Integration with any third-party
database, CRM or tool for
smooth and seamless
functioning
Web-Agent
o CTI with pop-up agent
workbench screen
o Knowledgebase
o Unified Customer Interface for
call handling, Call disposition,
Conferencing, N-way Call
Transfer
o Missed Call Alerts
o WallboardView the customer information via screen pops and perform context-based actions depending on the
outcome of the interaction.
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Supervisiono Birds eye view of telephony,
agent, dialer and lead
performance
o Independent supervisor
interfaces for Inbound &
Outbound campaigns
o Complete MIS management for
device, voice log, services and
systems
Quality Monitoringo Graphical analysis of real-time
and historical data
o Real-time Alert management for
SLA, Performance and System
Monitoring
o Call Barge/ Snoop/ Confer
o Force Agent Logout
o AHT, APR, CS Score to define
KPIs
o Quality tagging
Increase profitability per customer with up-selling and cross-selling | Reduce cost incurred per customer
with resource management | Improve customer experience with quality service | Reduce attrition with
employee satisfaction
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Emailo Ticketing System with Escalation
management
o Email Queues (integrated with Voice/ SMS
queues)
o SLA Management
o Email templates/Bulk Emails
Chato Web queues
o Escalation and SLA
Webo Web Callback
o Integration with web apps/Mashups
SMSo Bulk SMS
o Customized SMS
o Campaign & Media level exclusion
Fax over IP
Voice Broadcasting
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Nextgen successor of LearnSys, Predictive Dialing algorithm & Customer Management
Business intelligence integration with dialing parameters Customer categorization based on telephony & user behavior Multiple number support Post Call processing customer behavior customization Enhanced time control
Pro-Active Connect Enhancer
(PACE)
Create multiple call flows on the fly without changing the core infrastructure.
Campaigns like broadcasting messages, billing reminders, surveys, market research, telesales can be implemented within hours.
Multi-tenant system ensures that each tenant gets a customized solution for its process.
Completely GUI-based and customizable
Node-flow Designer
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Innovation for outbound CC setups Granulates outbound dialing strategy. Achieves a more
targeted campaign.
Consolidates diverse dialing campaigns while doing parallel prediction for each.
Multiple-skill mapping capability. Overcomes resource management and skill-management
issues
Parallel Predictive
Dialing
Advanced queue management solution . Reduce abandoned calls Callers can Pass' the queue and connect directly to the agent
after the expected wait time notified or request a call-back
Satisfied customer with an intelligent service.
Virtual Queuing
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Analyst
Independent concepts of Supervision for Inbound &
Outbound campaigns
All data in tabs unfolded to avoid clicks
Improved real-estate usage to show all important
information in single screen
Includes new historical (shift) statistics
Birds eye view of telephony, agent, dialer and lead
performance via graphs
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URL Based Integration - used to integrate with
applications having browser based
interface
API based integration to enable tighter
integration with the solution for a
fine grained control on communication
Server side Integration for a unified interaction management via
enterprise application server
Client side Integration to
allow Each enterprise
application (client) to manage their own interaction
with the system for a fine grained customization
Integrated with applications such as Talisma CRM, Maximizer CRM, Sales Force, SugarCRM.
Other 3rd party enterprise systems like Case/Incident Management System, Billing System
Integration with ASR & TTS systems like Nuance
Easy integration with SMS / Email / FAX / Web for enhanced user experience
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First waste management state of the art Contact Center in Ghana. New service launch as an info line.
Business Requirements.
o No interoperability between the telephony and other
applications
o High call influx expected per day
o Need for creating multiple channels for customer
interactions
o A unified window for resource management
o Design and build a contact Center from scratch
Solution Implemented
o Ameyo integrated the existing business systems to a
unified platform
o Single-interface for CRM and calling channels
o IVRS enabled self and assisted service for optimal call
management
o Customer queries answered via both voice as well as text
messages
o Automation of outbound calls provided for effective
telemarketing
o Provide Customer services training for Executives
Value Delivered
o Seamless integration of
the billing system with
IVR
o With automated
telemarketing
campaigns, Zoomlion
could create new
prospects
o Cost effective all-in-one
solution.
o Update Customers via
SMS with every level of
their ticket
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A group of companies into mining, financial sector and Civil Engineering Consultancy (New Office Relocation Setup)
Business Requirements
o Relocate and programmed existing PBX at the new site
o Network Installation at new site
o Add a value Proposition as client partner in the following verticals -
Customer Care, Finance & Accounting, Mining Sector
Solution Implemented
o Well Structured Data and voice Networking installation with standards
o Intelligent routing of call
o Enhanced customer reach-out via effective and productive dialing
solution
o Configured and integrated all-in-one solution with existing PBX
o Implementation of a Voice mail services
o Complex IVR implementation as required
Value Delivered:
o Efficiency of the setup and
productivity of users
increased significantly
o Standard and well
structured data and voice
cabling installations
leading to better customer
satisfaction
o IVR setup for PBX leading
to more efficient way of
routing of calls
o Cost effective all-in-one
solution.
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A Company in the Financial Sector , which provides financial aid to its customers, other Microfinance companies
Business Requirements
o Radio/Microwave connection to join all their Offices to the Head Office
o Integrate the connect to into their existing network
o VPN Connection
Solution Implemented
o Deployment of and enterprise integrated radio solutions
o A connection was established and integrated into their Network from
Kokomlemle Branch to the Head Office at Dzorwulu (Phase One)
o A connection was established and integrated into their Network from
Achimota Branch to the Head Office at Dzorwulu (Phase One)
o A connection was established and integrated into their Network from
Tema Branch to the Head Office at Dzorwulu (Phase One)
o Phase Two is to Join Kumasi, Obuasi Offices together
Value Delivered:
o High End speed of
network connectivity
between branches.
o Integreted Radio links into
LAN
o Cost effective all-in-one
solution.
o Return On Investment
increased within the
shortest possible time
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Online Ticketing System
Multimedia Support Chat, E-mail, Phone
Create, edit operations
Visibility of action
Logging and tracing
Auto-escalation by the system
Complete tracking from anywhere
Feedback Management
Single Portal for Service & Support
High responsiveness and accountability
Eliminates delay
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Possess a very agile, flexible platform that can be scaled up, enhanced, and packaged as desired
Open to integrations and customizations on a case-to-case basis
Faster time-to-market for new features and applications
Reduced costs for customer
Single point of contact (for customers, partners) for technology, services and support
No shelf life of software; Easily updated, upgraded and integrated
24x7 support helpdesk with Phone, web and chat interface; Professional and trained engineers are best performance-price proposition
Engineering and Accounting Best Practices
Internal escalation matrix, Audits and compliances
Feedback and performance management
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Contact Center
* Build and Manages Outsourced Contact Center
* Provide Technical Support for Contact Center
* Customer Service Training at the Contact Center
Telephony Solutions
* Provide Enterprise Telepnony Solutions
* VoIP Setup
* IVRS
Network
* Installation and Management of LAN/WAN
* Fault Management
* Performance Management
Tracking Systems
* Fleet Management Systems
* Distributes and Retail of Tracking Systems
* Security and IP Surveillance Cameras Installation