Terms of Reference. Set-up, Operationalisation & Management of Call Center at STA, Odisha, Cuttack

Transcription

1 Terms of Reference Set-up, Operationalisation & Management of Call Center at STA, Odisha, Cuttack

2 Abbreviations CCE Call Center Executive CRM Customer Relationship Management CLI Caller Line Identification CERT-In Computer Emergency Response Team India EPABX Electronic Private Automatic Branch Exchange EMD Earnest Money Deposit FMS Facility Management Services GUI Graphical User Interface ICT Information and Communications Technology IVRS Interactive Voice Response System LAN Local Area Network MGNREGS Mahatma Gandhi National Rural Employment Guarantee Scheme O&M Operation and Maintenance STA STA Computer Application Centre PRI Primary Rate Interface PDS Public Distribution System RFP Request For Proposal SI System Integrator SOP Standard Operating Procedures SLA Service Level Agreement STA State Transport Authority UAT User Acceptance Testing

3 1 Table of Contents 1 Introduction Background of Call Center Requirement Scope of Work Operational Scope Toll Free Number Call Center Service Process Delivery Integration of Software Features of PBX Gateway ACD (Auto call Distribution) IVR (Level-3 Voice Messaging) Call Center Communicator Real Time Agent Monitoring Voice Logger Reporting Application Supervisor Application Voice Recording & Storage CRM Module Head Phones for CCEs Call Center Statistics Report Generation Operations & Management Phase Period of Operations and Management Phase Content Management Call Management Go-Live Technical Infrastructure Constituents of Call Center Responsibilities, Qualifications & Experience Call Center Executive Call Center Manager... 11

4 Language Capabilities STA Responsibilities Project Timeline Service Level & Penalty Delivery time line System Performance Payment Schedule Hardware Specifications... 14

5 3 1 Introduction 1.1 Background of Call Center This Call Center comprises of an Integrated Grievance Redressed System providing a single platform for citizens of Organization to log, monitor and escalate their grievances. It converge versatile mode of communication like Mobile, SMS, & Website to register, track, and resolve grievances. It helps in collating citizen s grievances and channelizing their problem solving. This Call Center, being operated from the STA premises,will receive grievancesbetween 10: 00 AM to 06: 00 PM on different issues faced by the citizens and translates the grievance into the computer. The built in intelligent system ensures that the grievance is disposed by the use of ICT which automatically tracks and pursues the status of grievance with the action taking authority. To dispose a particular complaint, only the concerned official can update the database either through return SMS, or from the web portal. If no action is initiated by the concerned official, the ICT tool automatically escalates the complaint to the higher action taking authorities. It also has built in MIS for administrators to identify the performance of their offices and officers there in for taking preventive actions. 1.2 Requirement STA is seeking a proposal to set-up and manage end to end facilities of Call Center. The requirement entails for handling calls through EPABX system, Head Phones, IVRS and CRM Software with call recording facilities which will be integrated to a web application for the grievance handling. 2 Scope of Work The System Integrator (SI) is expected to provide the following services under the scope of work for Setting-up, Operationalization& Management of Call Centerinitially for a period of 3 years but renewal of the same will be based on the performance. The proposed Call Center shall be operated through an extensive open workspace for call center executives, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, linked to a corporate computer network and LANs. STA will provide the adequate room space, furniture, network, internet& electricity, where the call center will be set up. The scope of work for system integrator (SI) under this RFP is broadly defined below. The SI is required to deliver the following services (a) New purchase, facility management & maintenance of all type of computer hardware required to run the Call Center. The proposed site should have adequate power back up of two hours battery backup. SI shall submit the entire proposed blueprint (including floor plans, training room plan, seating, civil/electrical work needed etc.) to STA for making the arrangement. (b) Understand the current business processes and functions pertaining to the business. (c) Complete setup of call center and design, size, procure, deploy and manage the call center solution in a web enabled environmentareas included in the scope.

6 4 (d) Develop the future business processes (facilitated by the proposed call center solution) (e) The implementation will consist of implementing the proposed call center as per the requirements of the STA. (f) Network architecture at proposed call center should be devised and implemented considering government guidelines & customer convenience. (g) Integration of IVRS. (h) Operation & Maintenance of the overall system solution for three years. (i) Operationalization of call center fully on outsourced basis in the STA premises. 8 X 6 Call Center Operation facilitieson demand. (j) The SI must provide infrastructure that is vertically and horizontally scalable beyond the initial requirement of 10 seats. 2.1 Operational Scope The operational scope id detailed out below (a) Call Center to be setup at STA will follow the per-seat model. (b) Initially, the Call Centerwill be operational throughout the window of operations. The operating window for Call Centershall be from 10AM to 6PM, 6 days a week (beyond Government working hours) and the SI should maintain the number of agents requested by the purchaser throughout the window of operations. (c) CALL CENTER shall not be operational on National holidays. (d) If the requirement arises, STA shall give an order for increase or decrease of the number of seats. (e) The SI shall have to ensure increase / decrease of seats as per the following: - Temporary increase(or increase during peak hours) shall mean increase for a limitedperiod. It could be for a few months. It could also mean increase during peak hours in a day for any number of days. - For any temporary increase (or increase during peak hours) in number of seats, 10% of the current number of seats shall be kept as buffer. - Any requirement of permanent increase up to 10% additional seats or temporary - Increase(or increase during peak hours) beyond 10% but up to 20% of the current number of seats shall have to catered within 2 weeks from the date of notification of requirement. - Any requirement of permanent increase in seats beyond 10% additional seats or temporary increase(or increase during peak hours) of beyond 20% of the current number of seats shall have to catered within 4 weeks from the date of notification of requirement - In case STA wishes to reduce the number of seats/ change an agent, a written/ communication will be sent to the SI. The SI shall be given a period of one week from the date of receipt of such communication as notice period before exit. - The SI would ensure appropriate handover of work from the outgoing agent. - The SI shall be paid proportionately for the temporary increase (or increase during peak hours) in number of seats for applicable days/months by STA. Suppose the SI deploy a seat for 6 hours for two weeks (84 hours) to handle peak hour s calls. STA shall pay the cost incurred for per seat for 7days (84 hours /12 hours per day). 2.2 Toll Free Number (a) STA will provide the toll free number for operationalization of call center

7 5 (b) The fees paid for the acquisition of the toll free number and applicable rentals shall be paid on actuals by STA. (c) The tariff and the rental charges (toll free number and the telephone lines) negotiated with the Telecom Service Providers should be in consultation with STA. (d) The SI shall take the suggestion of the purchaser before finalizing the tariff agreement with the Telecom Service Providers. (e) The toll free number shall be used for outgoing calls to citizens and department for follow-ups, quality feedback, etc. 2.3 Call Center Service This call center should offer following services in the four categories (a) Grievances & Resolution (b) Information Services (c) Enquiry Services (d) Request Services (e) Training & periodic interaction STA may add additional related or similar services to this list, upon notice to the SI. The SI is expected to draft formal process manuals and call flow to handle all above requests and submit for approval. The SI is required to provide all services related to call center onsite at STA s premises. SI may factor the cost for these services in Bill of Material. 2.4 Process Delivery Interfacing requirements to be assessed based on the scheme &service requirements of the STA. STAexpects the service provider to ensure an end-to-end process delivery by entering caller details in the Call Center solution, generating a ticket number for each unique query which can be provided to the department as a link to pursue the query and bring it to its conclusion. In order to achieve the service provider is expected to create a process for each and every activity to be offered through the call center. STAexpects that queries generated by the front end are pooled at the end of day to each relevant back end sections of department who resolve them and update the back end in order that the call center agents accessing the front end are aware of the query resolution. Fortnight or Monthly training on domain specific & interaction of CCEs with concerned Section should be practiced by the System Integrator. Periodically reporting to STA nodal officer for compliance to all the pending/back-log complains calls in a predefined template. 2.5 Integration of Software As part of the establishment of the CALL CENTER, the SI will be customize and integrate the requirements of STA. These applications will include: (a) Automatic Call Distribution (b) Customer Relationship Management Application (c) Computer Telephony Integration

8 6 (d) Recording Solution The implementing agency shall be responsible for customizing the EPABX solution and integrate the IVRS as per the need.the system should have following features after the integration. (a) Call will be automatically routed to the free CCEs or GROUP. (b) If all the CCEs are busy, voice message will be played till the operator is free. (c) Voice logging will be the part of the system. (d) CLI will be displayed on the Screen. (e) Caller history can be available from CRM (f) Easy reporting facilities (g) GUI based configuration interface (h) Scalable ( License pattern) (i) All call logger reports should be available on the Call Center portal (as well as website) for officers and public view depending upon the access right. (j) Incoming call lines should be Increased or User waiting services to be accommodated. 2.6 Features of PBX Gateway The Gateway should have the facility of accepting PRI connection, more than 32 extensions as per the below mentioned features ACD (Auto call Distribution) The ACD Key Features includes ANI/ DNIS based routing, managing multiple Queues, Welcome greeting message, Hold-on Music(User Defined), Office hours configuration, Compliant with standard PBX, Media Gateways & Phones, Different user defined reports, Web access facilitating remote agent login, Skill-based Call Routing, Wait time notification and integration with calendar & Voice logger. Also have the ACD Queues facilities IVR (Level-3 Voice Messaging) Level-3 IVR should have Self-help service with Text to Speech and Automatic Speech Recognition, IVR Node Flow Designer with Scripting Capabilities, Multi-language Support, /SMS/Fax Integration, Customizable IVR prompts and Agent Greetings facility Call Center Communicator The CCC should be GUI based. It includes Instant Messaging Client, Operator Panel, Conference Administration, pop-up agent workbench screen, Unified Customer Interface for call handling, Call disposition, Conferencing, N-way Call Transfer and Missed Call Alerts Real Time Agent Monitoring The Solution should be provided with facility of Barging, Listening and monitoring the calls Voice Logger There should be provision of Pre-integrated Active Voice Logging, 100% Blind Recording, Multi-format Voice Recording, Automatic Compression and Archiving and Web-based Remote Access to Voice Logs. Facility for quick and easy retrieval of Voice file according to the calls made.

9 Reporting Application It should have the provision of Generation of business-oriented comprehensive reports at Agent, Campaign, System and Resource levels, Real-time and Historical Data Analysis and Automatic Maintenance and Backup Management Supervisor Application There must be the facility of Supervision architecture on telephony, agent, dialer and lead performance, Independent supervisor interfaces for Inbound & Outbound campaigns and Complete MIS management for device, voice log, services and systems Voice Recording & Storage There should be the facility of taking backup of System, Agent, Queue, and Instant automatically with time interval. Graphical interface to maintain the storage location. The implementing agency will maintain the voice recording library. Incoming call recording facility to be implemented for further evaluation of complaints CRM Module CRM integration with IVR &ACD should be facilitated to enable customer profiling, Integration with any third-party database, CRM or tool for smooth and seamless functioning and having Web-Agent facility Head Phones for CCEs The solution provider needs to facilitate the Head Phones with advance features for the CCEs. It should have the facility of Own Dial Pad, Volume Control, Flash Button, Tone/pulse dialing switch, Last Number Redial Button, Mute Button, Over-The-Head Noise-Canceling Headset, Clear Sound quality, Extension Jack Call Center Statistics The Proposed Solution can able to give Queues/Agents statistics and real time status, Inbound/Outbound Graphs, CSV and PDF Data Export and Windows, Mac, and Linux Desktop Applications support. 2.7 Report Generation Suitable reporting software should be available in the EPABX system, as part of the above mentioned applications, to generate standard report formats for monitoring the performance of agents, IVRS, ACD etc. SI has to provide a portal for sharing reports so that the designated officers of purchaser are able to generate reports at purchaser s end. The key characteristics of the reports shall include: (a) The reports should be in flexible report formats, in xls, txt or any other user-friendly structure including graphics depending on the request of the Purchaser from time to time (b) Reports should also be available in web-enabled format & should be configurable to be mailed to a defined mailing list at defined interval/ period

10 8 2.8 Operations & Management Phase Period of Operations and Management Phase Post commissioning, the Call Center shall enter the operations and management phase which the SIshall have to run as per details given hereunder for three years from go-live. The contract will be extendable on a year-to-year basis solely at the discretion of the purchaser on same terms and conditions up to maximum extension of two years beyond the current envisaged three years Content Management Content creation and management is the backbone of any callcenter. The SI will create, maintain, update and validate the scripts from the data for the purposes of facilitating the same to its agents. These scripts shall be considered for real-time citizen interaction usage only after approval from the department. Content Management shall entail the following activities on the part of SI. (a) Content Creation: Content creation refers to the conversion and transformation of the identified information and data in pre-defined formats. Once the data transfer is completed from the Department s end, this data shall be processed at Call Center level for conversion in pre-defined formats, usually in script form, which shall be utilized by Agents during service delivery to citizens. During data processing, it shall be ensured by SI that sanctity of data is maintained and no change in data content is done. (b) Content Update & Modification: SI must ensure periodic update of content. Any update intimated by the Department must be incorporated within 2 days of such intimation. SI must also ensure preparation of FAQs on the basis of frequent service requests experienced at Call Center. The same shall be incorporated in the content every 15 days. (c) Content Validation: SI must ensure validation and formal vetting of scripts (including FAQs) generated and updated on the basis of content received from the department before its use for real-time citizen interaction. The manner and frequency of validation shall be decided during discussions between the STA and SI. SI shall submit the script / content related to the services to the department by taking formal approval either through / written communication. STA shall facilitate and help SI in seeking timely approval from the participating department Call Management Call Centre will be accessible by the customers on the designated number and address. The calls initiated from any phone number/ operator to the designated number shall land in the Call Center of STA. The SI will be required to prepare the Standard Operating Procedures (SOP) for various call types received through various channels and for each service to be delivered from the Call Centre. The list of standard operating procedures to be prepared includes, but not limited to, the following: (a) SOP for handling Voice, SMS & channels for both information & grievancerequests (b) SOP for call closure including follow-up with department (c) SOP, scripts and escalation matrix for each service to delivered through Call Center

11 System Maintenance The SI shall be responsible for Call Center solution and infrastructure maintenance during theoperations and maintenance phase which shall include; (a) Annual Technical Support Services including application patch, updates and deployment (b) Application Customization (including IVR Tree expansion) (c) Annual Maintenance of IT Infrastructure and support systems (relating to Call Center) (d) Helpdesk Management (e) Preventive Maintenance Services (f) Corrective Maintenance Services (g) Configuration Maintenance Services (h) Network Management Services (i) SI Management Services (j) Asset Management Services (k) Overall responsibility for smooth operations of the complete ecosystem Monitoring (a) A facility should be available for Purchaser s monitoring team, external & internal auditors to periodically inspect the functioning of Call Center. The monitoring team should be able to access all sub-systems/ servers), records, security measures including data & software back-ups, firewalls, anti-virus software updates etc. (b) For monitoring, audit and quality assurance purposes, 100% call recording should be done and such recordings should be stored for a minimum period of 180 days from the date of recording. SI shall provide the recorded log to the Purchaser every half-yearly via compatible medium. (c) Additionally, SI should provide facility to remotely monitor performance on all SLAs/ KPIs and also of all the applications provided by the system i.e. real- time ACD statistics, calls in queue, number of agents logged in, number of agents abandoned answered calls, query of the call logs of a particular customer etc. by designated Call Center Coordinator or Call Center in-charge (d) SI should generate and submit to STA periodic MIS and SLA reports as per the format and frequency decided by STA Go-Live Go-Live refers the commissioning of the Call center and shall be accomplished when allactivities including: (a) Hiring, training and floor-readiness of Call Center Agents and Manager. (b) Preparation and validation of content and scripts for all services of STA. (c) Setting up (Installation, Testing & Commissioning) of hardware & softwareinfrastructure (d) Incorporation of allfeedback received during the UAT 2.9 Technical Infrastructure The SI will procure & install or use existing client site infrastructure as per scope of work. The key features of this setup shall be:

12 10 (a) SI will provide all necessary IT Hardware like Server/EPABX/Telephone Hand set/laptop/networking etc. required for the solution. (b) Appropriate manpower should be made available by SI for the configuration and maintenance of the CRM/IVR/CTI/Recording Solution. (c) SI shall also provide FMS and O&M for the backup and recovery, SImanagement for the hardware maintenance, OS configuration, patch management for the OS and database in consultation with Department. 3 Constituents of Call Center The selected bidder will provide a team of highly competent professionals as per the requirement & qualification stated below. Sl# Constituents of Call Center Number Type Period (a) Call Center Executive 03 Dedicated 1 Years (b) Call Center Manager 01 Dedicated 1 Years Indicative responsibilities of each resource to be deployed at Call Center are mentioned below. However, the team of resources deployed under this RFP shall be responsible for carrying out the complete Scope of Work under the RFP and all team members shall be stationed in the STA office, Cuttack. 3.1 Responsibilities, Qualifications & Experience Call Center Executive Quality (a) Proficient in handling and tracking Ability to handle and track the calls in a timely manner (b) Excellent communication skills (verbal Languages: Odia, Hindu & English) (c) Experience working within a high pressure, aggressive and demanding environment (d) Ability to withstand pressure and get the assigned task completed as per the demand (e) They should have possess good analytical skill to understand the situation and explain to the general public ensuring satisfaction level upto the expectation of the service requester by providing the desired service which results as customer satisfaction. (f) Call Center Executives should have teaming quality / leadership quality / knowledge of e- Governance domain Qualification (a) Must be Graduatewith minimum one year Computer training program. (b) Must have minimum 2+ years of similar experience of working in e-governance domain & handling inbound calls in a Call Center. Knowledge of customer Service principles & practices (c) Basic Computer knowledge/technological Skills (d) A sound knowledge of Telephone etiquette. Good verbal and written communication skill. Fluency (Read / Write / Speak) in Odia is must. (e) Ability to manage difficult customer situations

13 Responsibility (a) Answer inbound calls as well as assist customers who have specific inquires (b) Receive & updated customer details about any inquiry/complaint (c) Respond to customer Inquiries. Identify & escalate inquiry/complaints. (d) Liaising with other STA officials for resolving customer Queries/complaints (e) Route calls to appropriate departments Call Center Manager Qualification (a) Must be a Technical Graduate (BE/B. Tech./MCA or equivalent) with MBA from a recognized university. (b) Must have 5+ years of work experience out of which 2 years in the IT projects and 3 years in the management consulting domain (c) Experience in e-governance projects, particularly in the transport sector, is preferred Responsibility (a) Overall responsibility will be to meet all organizational functions and standards for the call center. (b) Implementing call center Service Standards. Handle problem calls / inquires / complaints. (c) Develop and measure departmental goals, objectives, metrics and key performance indicators consistent with the organization s operating plan (d) Reviewing & improving policies, procedures & service standards (e) Monitor calls and identify opportunities for coaching and development of the Call Center staff.train, mentor, coach & supervise the Call center employees (f) Track call volumes, report discrepancies and identify areas of improvement for service as well as for employees. (g) Use data to forecast call volume, downstream impact, and appropriate staffing (h) Support quality improvement initiatives by ensuring adherence to standard work throughout the process (i) Report on metrics, accomplishments, and areas of focus during management meetings (j) Coordinate with Dept. to recommend and implement process and report improvements, as well as document and track progress /results Language Capabilities Call Center should support Odia, English and Hindi language to enable access to a greater section of the populace. For contacts made via telephone, an IVRS prompt shall provide language options to the caller to facilitate language selection. The SI shall ensure that adequate number of agents trained in local language is available for providing services. Any online interface provided by the SI should also support multi-lingual (Odia, English & Hindi) capabilities for both display and input. In case language of communication is not known, English will be the default language.

14 12 4 STA Responsibilities (a) Provision of required room space & electricity for the Call Center Operation at STA premises.sta shall ensure that space should be adequate for the seating of SI staff. The SI shall be handed over the allocated space upon issuance of the work order and ensure preparation of the allocated space. (b) Provision of Toll Free Number& its operational cost (c) Providing all Civil infrastructure along with electricity. (d) Facilitating the entire process by making quick decisions (e) Resolving escalated issues in time (f) Identification of functional representatives, users for discussions on project related issues (g) Participation in status review meeting (on need basis) (h) Providing all necessary information regarding the project process, MIS infrastructure, operational procedures, categories of operational dimensions and any other information required for understanding the operations. 5 Project Timeline S# Deliverable Description (a) (b) (c) Supply, Install & Operational of Call Center System Deployment of Required resources Training & SOP Manual Preparation Install all necessary H/W and N/W for the project Engagement of Call Center Executive and Manager Provide all Training and prepare all SOP for the CCE Target (in months) T0+1.5 T0+1.5 T0+2 (d) Go-Live Final Acceptance and go-live T0+2 T0= Date of award of contract 6 Service Level & Penalty 6.1 Delivery time line (a) This SLA shall commence on the date of issue of work order by STA. (b) These service levels will be monitored and measured on a quarterly basis. (c) Penalty (%) will on the total contract value on weekly basis. Once the maximum penalty limit has reached against any of the parameter, STA has the right to call for annulment of the contract based on STA discretion. (d) Service Level will not be applicable to SI for the events beyond its scope of work. For e.g. Delay in approval, testing, etc. (e) In case of escalation to STA top official regarding the delay of service level beyond the specified limit STA will award the contract to L2 Bidder at any time. The cost of onboarding and transfer of application to the System Integrator will be borne by the Previous System Integrator. (f) The below tables gives details on the Service Levels the SI should maintain. Sl# Parameter Target (in months) (a) Supply, Install & Operational of T0+1.5 Delay Penalty (%) <= 2 weeks 0.5% >2 weeks < 6 1%

15 13 Sl# Parameter Call Center System Target (in months) (b) Deployment of Required resources T0+1.5 (c) Training & SOP Manual Preparation T0+2 (d) Go-Live T0+2 Delay Penalty (%) weeks >= 6 weeks Event of default >= 2 weeks <4 weeks 0.5% >4 weeks < 8 weeks 1% >= 8 weeks Event of default <= 2 weeks 0.5% >2 weeks < 6 weeks 1% >= 6 weeks Event of default <= 3 weeks 0.5% >3 weeks < 6 weeks 1% >= 6 weeks Event of default 6.2 System Performance (a) Definition: Time in which a complaint /query is resolved after it has been reported by client to the post go-live support team of the successful bidder. (b) Service Level Requirement: Each query will have a different impact on the business functionality so it has been categorized as follows: (c) Priority Level 1 (L1): Queries regarding issues that have the greatest business impact wherein the user is not able to perform his/her regular work e.g. unable to log into the system due to errors in software. (d) Priority Level 2 (L2): Queries regarding issues that have medium business impact wherein the user is partially able to perform his/her regular work e.g. user is able to log in and perform most of his normal work, but can t approve a certain document on screen. (e) Priority Level 3 (L3): Queries regarding issues that have the least/no business impact involving cosmetic changes, e.g. change of character font on screen, etc. (f) The successful bidder should provide service within following timeline: - L1: 24 Hours - L2: 48 Hours - L3: 72 Hours (g) Measurement of Service Level Parameter: The service level would be defined in the number of days calculated from the date and time of logging the call/raising the request with the successful bidder. The penalty would be calculated on quarterly basis and would be adjusted from the quarterly payment. The penalty per day is Rs. 1,000/-. (h) Penalties shall not be levied on the successful bidder in the following cases: - The noncompliance to the SLA has been solely due to reasons beyond the control of the successful bidder. - There is a Force Majeure event affecting the SLA, which is beyond the control of the successful bidder. 7 Payment Schedule Payment will be made to the SI based on the mile stones as follows

16 14 Sl# Payment Schedule (a) (b) (c) Supply, Install & Operational of Call Center System Deployment of Required resources Training & SOP Manual Preparation % Payment 100% of Total H/W after delivery and installation and operation (d) (e) (f) Go-Live Call Center Executive & Manager resource Cost Operations and maintenance for 3 years Quarterly 8 Hardware Specifications Server Tower Server Single Processor Populated, expandable to 2 Sockets ; Intel Xeon E V3 Hex core processor or higher ; Processor Speed: 2.4 Ghz or Higher ; Server M/B based on associated chipset ; 32 GB or higher SDRAM Memory with ECC expandable up to 96 GB or higher ; Integrated Graphic controller ; SAS RAID Controller supporting RAID 0, 1 & 5 ; Two no. of server Ethernet port controller (10/100/1000Mbps); 4x USB 2.0 ports, 1xKeyboard port, 1xMouse port ; 3x300GB SAS Hot swap HDD (10K rpm or higher) ; Internal DVD RW ; TCO-05 certified 18.5 wide TFT monitor ; OEM keyboard & OEM optical two button scroll mouse.; Redundant Power Supply ; System utilities with all required device driver software ; Support for Windows & Linux OS (64Bit) ; Remote Management of Server, Pre-failure Alert (Processor, RAM, HDD) & Server Management Software; 3 years of onsite comprehensive warranty with 24x7 telephonic support Desktop Intel Core i5, 2.1 GHz processor, 8 GB DDR3 expandable to 16 GB Memory, 321 GB 7200 rpm HDD, DVD R/W Drive, 10/100/1000 on board Ethernet port, 21 LED Digital Monitor, Multimedia Keyboard, Optical Mouse, Preloaded Windows 8 with Recovery media, Latest version Antivirus with 3 years subscription 3 Years onsite comprehensive warranty Online UPS Storage 10 KVA with 2 Hours backup NAS with 4 TB Storage capacity