Nethawk Contact Centre Solutions - Call Centre Development

Nethawk Pvt Ltd is the leading provider of

cloud contact center solutions in Pakistan.

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Contact Center

Www.nethawk.com.pk

Nethawk (pvt) LimitedCopyright 2016

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Acknowledgment and Thanks

Initial requirements gathering work would not have been possible without the advice and support of CLIENT.

● Thank you very much for the opportunity to present “contact center solution” to CLIENT. Our goal is to deliver a world-class customer service technology platform – that is truly second to none to the CLIENT.

● Our CCS (Call Center Suit) is fully-managed trun-key solution with People, process and technology we assure to manage the infrastructure with 99.999% contractual availability.

● We look forward to the opportunity to demonstrate similar solution we have deployed in coming weeks and also like to answer your question as they might arise after this proposal.

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● SRS

● 1. Help Desk● 1.1. Automatic Call Distribution with IVR and Queues● 1.2. Skill Based Routing● 1.3. Customer detail lookup (CID)● 2. Announcements Broadcast● 2.1. Playback● 2.2. Playback with Input● 3. Outbound● 3.1. Auto Dialing and Manual Dialing● 4. Reports for Inbound/Outbound● 5. Call Recordings and Live Monitoring● 6. Lead capture web-form integration● 7. Infrastructure (robust and HA High Available)

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● 1. Help Desk

● Help desk is a UAN, Toll-FREE or ordinary phone number where a customer reports trouble tickets.

● CLIENT record new ticket, update an existing one and guide the customer accordingly.

● Help desk collaborate with other departments of CLIENT to get the needed tasks done.

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● 2. Announcements Broadcast

● Call center as medium to playback announcements to a preloaded list of numbers.

● Easy to build IVRs can playback announcements, general information, warnings etc with option to take touch-tone input.

● Call center can run a broadcasting on specific lists to play useful information. Any number of lists can be activated during broadcast.

● Broadcast campaign can also be converted as inbound eg press 1 to talk to operator for help.

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● 3. Outbound

● Dial preloaded phone numbers along with collected personal data(optional).

● Phone numbers can be organized in different sets of lists.

● TSR/CSR can dial numbers manually (entering the number by hand), click to dial from loaded list, or run auto mode in which only connected calls are passed on to active CSR.

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4. Reports

● Service Manager can pull inbound related reports related to IVR, Queues and CSR performance.

● These stats help managers to find which parts need attention: HR, CSR to line ratio or input prompts etc.

● Live reports show ongoing calls/CSR stats as the shift progresses.

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5. Recordings & Monitoring

● QA dept or Service Managers can pull any call recording by means of phone number, CSR or customer name.

● Likewise they can eavesdrop on an ongoing conversation and be also able to give advises to CSR while customer not been able to hear that advise.

● Recordings can be saved in WAV, MP3 formats and can be automated to being pushed to an FTP server.

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6. Web-Form Integration

● Our CCS can push customer details to any GET based web form so that CSR doesn't need to refill the external form.

● Same web-form can perform ajax to pull any related data from its DB server.

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7. Infrastructure (robust and HA High Available)

● Open standards, API give options to integrate with many applications in future (futuristic)

● Add nodes in cluster to accommodate more CSR (scale-able) with single management portal.

● Data redundancy (RAID), Full DB backups.● Automatic fail over servers in active-active state

(Optional).

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Process Flow

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Why Nethawk Pvt Ltd

● We understand working with state departments after successful roll out of helpline in ministry of human right (1099).

● Established in 2008, we have provided same solution to around 200 call centers within Pakistan and around the world

● We have certified software and hardware people on board to complete any size of contact center project

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Core Contact Center Services 1/2

● We provide comprehensive solution of contact center management and business communications software applications developed in house. Solution is multichannel based on enterprise grade secure Linux.

● True all-in-one for voice and Data Our CCS (Contact Center Suit) allows you to seamlessly process telephone calls with all modern features an IP-PBX has to offer

● CCS uses IP telephony calls. Organization can apply business rules across media types for consistent customer service and end-to-end tracking and reporting that improves workforce performance and service quality

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Core Contact Center Services 2/2

● Single point of management, CCS simplifies administration and maintenance is flexibly deployed as a PBX/IP

● PBX or with an organization’s existing telco PRI or SIP trunks etc.

● CCS is offered as SaaS. Architecturally, several keys make the CCS infrastructure scale-able, reliable, flexible, configurable, and open to integration.

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● Scalable

● One of the cornerstones of the CCS infrastructure is the use of Customer Interaction servers to provide the central application logic, and the use of Media Servers and Voice Gateways to process all voice requirements. This separation of the audio processing or “heavy lifting” from the application functionality allows for scalability, reliability and flexibility. Scalability is achieved by the Media Servers, where additional servers can be stacked in an N+1 (capacity requirement plus one) fashion to achieve a high level of redundancy for audio processing and flexibility in that the decoupling of the Media Server means the audio processing can be strategically placed where it needs to occur without traversing the WAN, while keeping call control centrally managed. CCS uses switchover, and gateways can be sized in N+1 fashion as well. By leveraging this groundbreaking architecture, the entire solution is scalable, reliable and flexible.

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Reliable (HA Highly Available)

● For reliability we uses only-hardware base real RAIDs● Fail over servers● Backup servers● Disaster recovery (DR) a set of policies and

procedures to enable the recovery or continuation of vital technology infrastructure and systems following a natural or human-induced disaster.

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Open standards and flexible

● The solution uses open standards, such as ODBC connectivity databases

● We can integrate CCS with ticketing system, CLIENT website and SMS etc

● We can also build highly customized web based MIS (Management information system)

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Automatic Call Distribution 1/3

● Interactive Intelligence Response: One of the critical aspects of CCS is its ability to queue and distribute various types of interactions coming in from the outside world.

● Using this technology, CLIENT can offer an unparalleled degree of consistency to customers no matter how they choose to interact. Customers can also support “generic” objects such as help desk trouble tickets, leverage CCS skills-based routing, average load etc.

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Automatic Call Distribution 2/3

● CCS provides full-featured IVR functionality as part of the all-in-one nature of the product. A call may come into the system and route to an IVR session and then subsequently roll to an ACD queue that is also resident on the server. Thus, call information collected during the IVR session will be available to the agent, if the call does route to an agent. IVR calls will seamlessly transfer to ACD agents and all IVR information stays intact as part of the call. Once the call is complete, recording and reporting will be stored for the call in a cradle-to-grave fashion.

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Automatic Call Distribution 3/3

● The following is a list of potential functionality offered with SaaS

Contact Center Unified Communications

Multichannel queuing, routing and reporting  Call Enterprise telephony (IP PBX)

Interactive Voice Response (IVR) Auto­attendant

Outbound/predictive dialing Presence

Broadcasting to public Desktop call control

Broadcasting to collect information / survey

Post­call disposition for reporting

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Advance IVR

● IVR can be played according to geographic location looked-up by city code then preferably can be played in Pashto, Balochi, Sindhi etc

● Similarly once a caller ID gets registered in DB IVR can be personalized

● IVR is programmable, applications can be built on existing IVRs

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Reporting & Analytics

● There are over 28 standard reports built CSS that allow all authorized members o to analyze real-time and stored data.

● Reports can be time filtered and can run on specific campaigns/queues/IVRs/Agent teams etc

● Live stats shows agents and live calls activities● x DID/IVR/Queue reports with answer/drop %● x Outbound reports with human answer %● x Full lists of numbers with customer data and call disposition● x Agent Performance Data● x Queue Performance Data and much more.

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Reporting & Analytics

● All CCS statistics are stored into an SQL database.

● They may be exported to a number of formats can include:PDF, CSV, txt, email, HTML, etc. and they may also be printed.

● Customized fields can be added to service agent which can be used to create custom reports.

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Call Recording & QA

● Recording can be implemented forcefully or agent can do selective recording. Recording can be archived on FTP server

● A live call can be monitored in whisper mode, 3 way call or silent mode by supervisor.

● Recording Files Retention Polices 1 Conserve disk space 2-Set automatic retention rules

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Public Surveys

● A broadcasting campaign can be run in order to gather vital information eg whether they have received help?

● The Survey Results can be pulled from system once survey is completed with user input and automatic call status for example busy or no answer

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Network & Transport (remote CSR & remote branch connectivity)

● Solution is truly capable of catering remote csr and branches

● Customer Provided Carrier Services – In this model the customer contracts with a third party carrier to provide either SIP based trunking or PRI/T1 connections which are terminated into our data centers or their locations in a hybrid cloud model

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Hardware Single Instance

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Ticketing system Integration

● CCS can push fields values to any lead capture form, be it your custom management portal or ticketing system

● Custom Fields: Customize the data collected from users when submitting a ticket to help get straight to the issue. We can add as many custom fields eg CNIC number, Cell Phone, area, UC, complaint type etc

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Thank You