Presentation by: Shaniur T I M Nabi, CEO Friday, 12 December 2014 Connect Seven Solution Sdn Bhd ( D) Unit C-02-06, itech Tower, Jalan Impact,

Transcription

1 Presentation by: Shaniur T I M Nabi, CEO Friday, 12 December 2014 Connect Seven Solution Sdn Bhd ( D) Unit C-02-06, itech Tower, Jalan Impact, Cyber 6, Cyberjaya, Selangor, Malaysia Tel: info@c7solution.com

2 2 Introduction Solutions Overview Target Market Features Overview

3 3 Established in 2010 Malaysian registered MSC status company dealing in the field of telecommunication service software development high-tech R&D in the ICT sector and managed services Head Office in Cyberjaya, Malaysia Started off as a Telecommunication and Business Process Automation Solution Provider 2011 Gains MSC Malaysia status 2013 Pioneer Status Awarded by MIDA Industry Focus Telecommunication Government and Defence Academia SME Sector Banking, Finance & Audit Manufacturing

4 4 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 Ondemand / 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

5 5 Comparison from end user perspective 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 Solution Pay 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

6 6 Other IP Traffic Sources & Outbound Calls VoIP Gateway TDM-IP CentrePoint Servers Application, billing & other services IP Network Support Agents Local Remote AirTel Hotline Number Incoming Call SME CentrePoint Subscribing Companies & Agents

7 7 Local / IDD Access Data Centre IVR ACD Internet CentrePoint Call Centre Services Firewall Agent 1 VoIP/CTI Application VoIP/ Data VoIP/ Data VoIP/ Data Company A Company Database Company C Agent 2 VoIP/CTI Application Company B

8 8 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

9 9 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

10 10 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

11 11 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 tollfree numbers) Agent-to-Agent Communications Text Chat Intercom Silent Monitoring

12 12 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

13 13 Contact Centre Performance Reports Ad-hoc or Scheduled Scheduled sent via formats of reports include: PDF, CSV, XLS, TXT and RTF Reports include Call Supervisor Incoming Calls By User Report Outgoing Calls by User Report User Call Detail Report User Call Summary Report

14 14 Reports include Queue (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 Agents Agent Availability Detail Agent Availability Summary Agent Queue Agent Performance Detail Agent Performance Summary IVR IVR Summary By Date IVR Summary Abandoned Report Fax-on-Demand Detailed Fax-on-Demand Summary

15 15 Real-Time Alerts Configurable 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 Calls Selected by Administrator on an agent basis Retained on the VCC servers for configurable number of days

16 16 Incoming Call Handling Answer 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

17 17 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

18 18 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

19 19 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+

20 20 Before CentrePoint implementation All agents had to work from their call centre Surcharge paid to agents working late night shifts In-house servers with a server room 24/7 power consumption even for times there were no night shifts 1 dedicated IT staff member Support 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 agents Additional hardware and software license was required for upgrading

21 21 CentrePoint introduced instead of upgrading Agents 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 staff 24/7/365 support from CSS They were able to move their office to a new suburb without any service disruption Pay-as-you-use service model Never worry about hardware or software license upgrades New agents can be added in less than an hour

22 22 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

23 23 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)

24 24 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

25 25 Requirement gathering Analysis of requirements Proposal Acceptance Deployment

26 26 Questions? Comments? Presentation by: Shaniur T I M Nabi, CEO Friday, 12 December 2014 Connect Seven Solution Sdn Bhd ( D) Unit C-02-06, itech Tower, Jalan Impact, Cyber 6, Cyberjaya, Selangor, Malaysia Tel: info@c7solution.com Copyright 2014 Connect Seven Solution Sdn Bhd 12 December, 2014