HBFC Contact Center House Building Finance Corporation I.T. Department Head Office, Karachi. Selection Criteria and Scope of Work for HBFC Contact Center VENDOR CRITERIA: In order to acquire fully functional, mature and ready solution from a proven technology solution provider and to minimize the implementation time, HBFC invites Contact Center solution providers that meet the following criteria for deployment of Contact Center solution at HBFC: 1. The solution provider must have provided Contact Center solution to at least Ten or more organizations in Pakistan which includes at least 3 Contact Center deployments, at their own premises, with in-bound / outbound dialing capabilities, which should include installations of 50 or more agent seats. 2. The proposed technology should have been installed at Five or more sites in financial sector of Pakistan. 3. The solution provider must have the experience in supporting the solutions and have the expertise for local support. 4. The provider must have inhouse resources to develop /maintain the application/modules. 5. The solution provider must be a company registered in Pakistan and must have been in business for at least 5 years or more. 6. Complete reference list of Contact Centers deployment with contact details are essential. HBFC 1 Strictly Confidential

HBFC Contact Center FEATURES OF THE DESIRED SOLUTION (Scope of Work) HBFC is seeking a Contact Center solution based on latest IP technology offering highest level of flexibility. Therefore the vendor providing solution that offers the following capabilities and features will be preferred: 1. The proposed solution should be based on industry standard systems, protocols, tools and technical resources. To allow maximum flexibility & scalability on open standards/platform through its own in house technical resources. 2. The solution should provide a centralized tool for configuration and administration of all functions. 3. The solution offering highest level of customization capabilities and design level modification capabilities that are locally available will be preferred. 4. The solution should be capable of utilizing the existing resources within the company(hbfc) by means of hardware/network equipment and ISDN lines. 5. HBFC requires an integrated platform, where existing ISDN line could be utilized for multiple call handling (Teleconferencing and Call center). Which will be capable to Handle multiple call number traffic on the basis of DNIS (Dialed Number Identification Service) functionality. 6. The Contact Center solution tools such as Call Management, Contact Registration Desktop Application and Call Recording should be running on industry standard LAN Servers. 7. The solution must provide a single centralized tool for configuration and administration of all Contact center functions and components including the Call Management, MIS and Call Recorder. 8. The solution should have an integrated unified desktop application, preferably a single view and access to services. HBFC 2 Strictly Confidential

HBFC Contact Center 9. All of the telephony functionalities are to be achieved via soft telephones. 10. Complaint registration solution integrated with Contact Center for registering complains and forwarding it to the back office (within the same premises or different location) 11. Sales Lead module for lead capturing and forwarding it to the back office. (within the same premises or different location) 12. Initially, there will be 7 IP agents & 1 supervisor connected with 14 telephone lines over the PRI line taking voice calls. 13. In future, system should be capable to facilitate customer with various multi channels, such as SMS, Fax, Email, Web Chat etc. 14. The Contact Center reporter tool should provide reporting on all aspects and functions of the Contact Center including Call Management, MIS, Customer Contact Management Desktop Application and Conversation Recorder. 15. The solution should be capable to integrate at the backend with the existing Data Base for data read and write with security and precision. Provisions of multi platform integration should be ensured i.e. integration with Oracle, Microsoft SQL, and Microsoft Access. 16. The set up should have a warranty covering all elements of the hardware and software. Requirements of the CONTACT CENTER Solution Proposal must include all requirements of hardware, software, installation and documentations: Required hardware (with specifications) Software Requirements (Operating System) LAN, Voice/ Data requirements HBFC 3 Strictly Confidential

HBFC Contact Center Financial proposal A complete financial proposal to be submitted for the above mentioned BOQs in Pak Rupees. The initial configuration & capacity therefore would be: 1. 7 Agents & 1 Supervisor 2. 2 Back Office Users 3. Integrated Contact Center with Call Management Services 4. CTI (Computer telephony integration ) Server 5. Integrated Call Recorder 6. Unified agent desktop for HBFC services 7. Complaint Management System 8. Lead Management 9. Supervisory tools 10. Customized Management Information System 11. Project Management 12. Five (05) Call Center Headsets (specifications at Page 5) HBFC 4 Strictly Confidential

HBFC Contact Center Specifications for Head Sets Plantronics H91 Headset with Plantronics DA60 USB to Headset Adapter. Single earpiece headband style Noise-canceling microphone Adjustable Soft ear cushions Flexible boom Tone control USB 2.0 Interface Echo Cancelation Quality of service Software Digital sound Processor In line controls (volume /Mute) HBFC 5 Strictly Confidential