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iTSL 2013

Introducing iGwet Teleco Solutions Limited


Building Trust Through Performance

iTSL 2013

Content
Who 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

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.

iTSL 2013

Who We Are

i G w e t s b u s i n e s s m o d e l i s t o p a r t n e r
with leading consulting, technology
and management services providers to
offer tailored solutions to meet our
c u s t o m e rs n e e d s a n d e n h a n c e s t h e i r
operations

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Solutions
Service

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Systems

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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Operational Capacity In BPO

We

have

invested

infrastructure

and

deliver world class

heavily

in

operational

the

physical

capability

to

BPO services to the most

discerning corporate and public sector customers.

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iTSL 2013

Active partners
sharing revenues and
growing with us

Range of
referrals,
associates, and
elite partners
across the globe

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Multi-national
network including
partners across
Asia -Pacific,
Middle-East,
Africa, Europe &
Americas

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

iTSL 2013

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

CTI

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
view

of

agents

o Analysis and Monitoring Tools


o More than 200 standard reports

o Configurable reports
o Voice recording

o Update of each Agent with their status


and talk duration
o Real-time monitoring

Easy and Effective Process


Management
o Multiple campaign management

and

o Centralized management of distributed


workforce

Quality Management

Easy Supervision

o Campaign Addition/Deletion/Editing

Basic workforce management


o Birds eye
campaigns

o Pre-integration with database & CRM


o Screen pop

o Call transfer / conference


o IVRS specificity

Lead Management
o
o
o
o
o
o

Duplicate Number check


DNC
Data integrity management
AMD
Lead Churning
Time zone management

Improved connect rates | Reduced Communication costs | Higher agent productivity |


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Multiple Dialing Modes


o
o
o

Predictive / Preview / Manual /


Progressive
Rule-based dialing
IVR Dialing or Broadcast Dialing

Advanced Features
o
o

o
o
o
o
o

Dynamic Call Pacing


Complete & Selective DNC
Management
AMD
Compliance / Exclusion
Multiple
Minute
Providers
Integration
Intelligent IP Telephony & VoIP
handling
Callback Scheduling

Improved connect rates | Reduced abandoned calls | Reduced Communication costs | Higher agent productivity
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Key Features
o
o
o
o

Self-help service with


TTS and ASR
IVR Node Flow Designer
with Scripting Capabilities
Multi-language Support
E-mail/SMS/Fax
Integration

Create custom-call
flows with a GUI based
easy to use interface

Advanced features
o
o
o
o
o

Cost-effective Rural IVRS


Personalized IVR
IVR Jump
Customizable
IVR
prompts
Agent Greetings

A library of nodes provides for step by step


creation of complex or simple call flows

Reduced wait times| Improved Productivity| Self service & Prompt response
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Key Features
o
o
o
o
o

Pre-integrated Active
Voice Logging
100% Blind Recording
Multi-format Voice
Recording
Automatic Compression
and Archiving
Web-based Remote
Access to Voice Logs

Advanced Features
o
o
o
o

Quality Monitoring
Multimedia Control
Supports mp3, VOX,
ALAW formats
Extensible with mixer with
Codec Plug-in Support

Compliance | Supervision| Quality Monitoring


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Key Features
o
o
o
o
o
o

ANI/ DNIS based routing


Multiple Queues
Welcome greeting
Music-on-hold
Office hours configuration
Compliant with standard
PBX, Media Gateways &
Phones
ACD Reports

Advanced Features
o
o
o

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Web access facilitating remote agent


login
Skill-based Call Routing
Account-based routing - Priority,
FIFO and preferred routing

o
o
o
o

Wait time notification


Pre-integrated with CTI & IVR
Pre-integrated with Voice Logger
enabling advanced custom reports
Calendar integration

Cradle-to-grave Reporting
o

o
o
o

Generation of business-oriented
comprehensive reports
at
Agent, Campaign, System and
Resource levels
Over 200 Report Templates
Web-based access for remote
users
Real-time and Historical Data
Analysis
Automatic Maintenance and
Backup Management

Report Designer Tools


o
o

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Reportika - Advanced Report


Designing Module
No
need
for
in-depth
knowledge of SQL. Configurable
for multiple outputs for reports

CRM
o

CRM integration with IVR &


ACD to enable customer
profiling

Integration with any third-party


database, CRM or tool for
smooth
and
seamless
functioning

Web-Agent
o

CTI
with
pop-up
workbench screen

Knowledgebase

Unified Customer Interface for


call handling, Call disposition,
Conferencing, N-way Call
Transfer

Missed Call Alerts

agent

View the
information via screen pops and perform context-based actions depending on the
o customer
Wallboard
outcome of the interaction.
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Supervision
o

Birds eye view of telephony,


agent,
dialer
and
lead
performance
Independent
supervisor
interfaces
for
Inbound
&
Outbound campaigns
Complete MIS management for
device, voice log, services and
systems

Quality Monitoring
o
o

o
o
o
o

Graphical analysis of real-time


and historical data
Real-time Alert management for
SLA, Performance and System
Monitoring
Call Barge/ Snoop/ Confer
Force Agent Logout
AHT, APR, CS Score to define
KPIs
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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Email
o

o
o

Ticketing System with Escalation


management
Email Queues (integrated with Voice/ SMS
queues)
SLA Management
Email templates/Bulk Emails

o
o

Web queues
Escalation and SLA

o
o

Web Callback
Integration with web apps/Mashups

o
o
o

Bulk SMS
Customized SMS
Campaign & Media level exclusion

Chat

Web

SMS

Fax over IP
Voice Broadcasting

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Pro-Active
Connect
Enhancer
(PACE)

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

Node-flow
Designer

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

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Parallel
Predictive
Dialing

Virtual
Queuing

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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

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.

Independent concepts of Supervision for Inbound &


Outbound campaigns
All data in tabs unfolded to avoid clicks

Analyst

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

iTSL 2013

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

High call influx expected per day

Need for creating multiple channels for customer


interactions

A unified window for resource management

Design and build a contact Center from scratch

Value Delivered
o

Seamless integration of
the billing system with
IVR

With automated
telemarketing
campaigns, Zoomlion
could create new
prospects

Solution Implemented
o

Ameyo integrated the existing business systems to a


unified platform

Cost effective all-in-one


solution.

Single-interface for CRM and calling channels

IVRS enabled self and assisted service for optimal call


management

Update Customers via


SMS with every level of
their ticket

Customer queries answered via both voice as well as text


messages

Automation of outbound calls provided for effective


telemarketing

Provide Customer services training for Executives

iTSL 2013

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

Network Installation at new site

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

Intelligent routing of call

Enhanced customer reach-out via effective and productive dialing

Value Delivered:
o

Efficiency of the setup and


productivity of users
increased significantly

Standard and well


structured data and voice
cabling installations
leading to better customer
satisfaction

IVR setup for PBX leading


to more efficient way of
routing of calls

Cost effective all-in-one


solution.

solution
o

Configured and integrated all-in-one solution with existing PBX

Implementation of a Voice mail services

Complex IVR implementation as required

iTSL 2013

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

Integrate the connect to into their existing network

VPN Connection

Value Delivered:
o

High End speed of


network connectivity
between branches.

Solution Implemented
o

Deployment of and enterprise integrated radio solutions

Integreted Radio links into


LAN

A connection was established and integrated into their Network from

Cost effective all-in-one


solution.

Return On Investment
increased within the
shortest possible time

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)

A connection was established and integrated into their Network from


Tema Branch to the Head Office at Dzorwulu (Phase One)

Phase Two is to Join Kumasi, Obuasi Offices together

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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

iTSL 2013

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
iTSL 2013