TOLL FREE TELECOM (CAMBODIA) CO., LTD.
TELEPHONESYSTEM&
CALLCENTERPROPOSALFOR
TELECOM CAMBODIA (TC)
Prepare by:
Toll Free Telecom (Cambodia) Co., Ltd. (TFTC)
#P-39, St. Platinum, Sk. Tumnop Teuk, Kh. Chamkarmorn, Phnom Penh
(855) 23 210 156
1800 21 21 21
support@tollfreetc.com.kh
tftc1800it@gmail.com
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
TableofContent
I. Disclaimer3
II.
TollFreeTelecomCambodia(TFTC)Overview3
III.
CustomerOverview3
IV.
TFTCProposedSolutionOverview4
a. CallCenterProposed6
b. SolutionDiagram6
V.
CallCenterSoftware7
a. SystemRequirement7
b. FeatureofCallCenterSoftware8
c. SupervisorInterface9
d. AgentInterface10
e. InboundCall11
f. OutboundCall12
g. Report13
VI.
TechnicalSupportPackage14
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
I.
Disclaimer
ThisproposalpreparedbyTollFreeTelecomCambodia.Ifyouhaveanyinquiriesregardingthisproposal
pleasedonothesitatetocontactusdirectlyeitheratthecontactdetailsaboveorviaemailto:
support@tollfreetc.com.khandtftc1800it@gmail.com.
TheinformationinthisproposalshallnotbedisclosedoutsideofCustomerandshallnotbeduplicated,
usedofdisclosedinwholeorinpartforanypurposesotherthantoevaluatetheproject.
II.
TollFreeTelecom(Cambodia)Overview
TFTCisthefirstTollFreeserviceandsolutionproviderinCambodia.
Todayweprovidebusinesseswithgreatvalueaddedtelecommunicationservicestoenhanceourcustomer
professionalimage,improvetheirconnectivity,createflexibility,andincreaseefficiency.
WehadmanycustomersthattheirbusinessesarebeingprocessingsmoothwithourserviceofTelephone
Systemsuchas:Prudential,ManualLife,Kubota,Maybank,Bayer,CoCaCola,KPMG,DKSH,PKMI,Royal
Media,AMK,DominaPizzaetc.
WearepartnershipwithTelephoneSystemProductsuchPanasonic,WellGate,CooVox,GrandStream,
Xorcom,3CX,Asterisk,etc.
III.
CustomerOverview
ThiscustomeroverviewisprovidedbyTelecomCambodia.
ThecurrentinstallationofTelephoneSysteminthisbrancharelistbelow:
TelephoneLine:6PSTNLineforCall.
TelephoneSystem:SIPPBXwith5Extension
TotalExtension:5SIPExtension
Computer:3Units
Customernewrequirement
a.
b.
c.
d.
e.
f.
CallCenterSystem:5Agent
StandardCallCenterInstallatTelecomCambodiaDataCenter
CallCenterStaffabletocheckcustomerinformationeveryincomingcall
CallCenterStaffabletocheckrecordsuchasCallRecord,VoiceMail,CDR,MissedCall
CallCenterStaffabletoissueticketandsubmitticktorelateddepartment
CallCenterSystemneedtointegratedwithBillingSystemofTelecomCambodia(Pending)
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
IV.
TFTC Proposed solution overview
A. CallCenterProposed
CustomerContactCenterOperationsorCallCenterTeam,requiresaproactive,scalable,endtoend
solutiontomonitorandmanageprocessandsystem;onethatensurethebusinessprocessesarenotonly
upandrunning,butperformingaccordingtothemostcriticalbusinessrequirement.
TFTCcanprovideCallCenterSystemthatthatprovidewhatcustomerbusinessneeds.Itprovidevisibility
andcontrolovertheperformanceandproductivityofyourcenter.
TFTCProposeCallCenterSystem
NumberofAgent:5Agent
NumberofTeam:1Team
CallCenterStaffuseIPandHeadset
CallCenterSoftwareInstallTelecomCambodia
Incomingandoutgoingcallwillpopupthescreenofcustomer
CallCenterStaffcancheckthecallhistory,voicerecord,andvoicemail,andIssuetheTicket.
B. SolutionDiagram
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
TFTCCallCenterSoftware
V.
TFTCCallCenterProcessDiagram
CallCenter
System
Customer
Account&
Agent
AgentFunction
CallPopup
OutboundPopup
DirectInboundPopup
ClickDial
Pause
Popupfrom
QueueInboundCall
AGENTLiveMonitor
Predictivedialer
ReportStatistics
QualityControl
WorkingWay
ACW
Hold
Email,SMSandFax
TransferConsultand
Conference
Agent
Superviosor
a) SystemRequirement
i. SoftwareRequirement
TFTCCallCenterSoftware,itisdevelopedandsupportbyAsterCCintegratedwithAsteriskFreePBXSystemKernel,
ThissoftwarecanrunonLinuxOperatingSystemsuchasCentOS6,italreadybundlewithCentOS6.
ii. HardwareRequirement
o DellPowerEdge:R730RackMountServer
o FXOGateway8Port
o Computer:5units
iii. TelephoneSystemIntegration
o IPPhone
o PSTNServicebyFXOGateway
o NetworkandInternetConnection
o NetworkSwitch
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
b) FeatureofCallCenterSystem
TFTCwouldliketointroduceaboutcallCenterSystemFeatureindetailasaccordingtocurrentcustomer
needforbusinessneed.
i. AccountandPermissionSystem
It offers features of account authentication and permission control, enabling multiple-level system
structure. For each account, different permission control can be set flexibly.
ii. IP PBX Function
Trunk and Trunk Groups
Dial In and Dial Out Trunk
Ring Group
Billing Setting: Setting the rate for user & Team
Account Group
IVR
Conference Room
Call Record and voice Record
Report: CDR, ACD Report
VoIP Telephone Operation
iii. Office Application
Group Sending Message (Email)
Plan and Task: Schedule, Reminder, Working plan
Data Importing: Import Customer Info in detail.
Control of Call Flow: Click to call, Attended Call, Transfer, Conference,
Hung Up, Multiparty Call, and Call Spy.
Easy Interface use
iv. Contact Center
Agent and Agent Group Management
Event Notification
Report and Statistic
Real Time Agent Static
Respond the communication queue
Agent Schedule, Agent Score
Can be integrated with SugarCRM
Can be integrated with VtigerCRM
v. Business Application
Customer Service: for inbound call
Campaign: for outbound call
Predictive Dialer: Auto Call
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
c) Supervisor Interface
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
d) AgentInterface
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
e) InboundCall
CustomerinfowilldisplaybypopupinterfaceontheAgentInterfaceforallincomingcallfromCustomer.
CallercalltoTollFreeNumber,or023XXXXXX,ThecallCenterwillplaytheIVRannouncementwelcome
andinstructionwithLanguageChoice(etc),andtransferthecalltotheAgent.However,someagentare
busy,socustomermayreceivetheinstructionfromIVRtoleavetheVoiceMail,
CallTollFreeNumber
180020/21XXXX
Welcome
Press1ForEnglish
Call023XXXXXX
IVR
Press2forChinese
Press3forKhmer
Call023XXXXXX
AgentBusy,Leave
theVoiceMail
Caller
CallCenterSystem
CallCenterAgent
Mostidleagentbasedrouting)
InteractiveVoiceResponse(IVR)
AutomaticCallDistribution(ACD)
RealtimeSupervision
SkillBasedRouting
AgentCallIntervention
InboundCallPOPUp
CallBackSchedule&conferencing.
TheAgentReceivethecall,withthescreenbellow,allcustomerinfoaredisplayautomatically
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
f) OutboundCall
CallCenterAgentcancalltocustomerfromthelistinacampaignthatwasassignedbythesupervisor.
Thepredictivedialerintegratedalloutboundprocesses(Telemarketing,Sales,Surveys,andCollectionetc.)
10
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
g) Report
AGENTCDRReport:Agentcanseethecalllog,andabletolistenthevoicerecordfromCDR.
VoiceMailReport:Agentcancheckhowmanyvoicemailfromcustomer
CustomerStatusReport:Agentcanseewhichcustomerhadbeencontacted,bystatus.
11
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
RealTimeStatus
12
TOLL FREE TELECOM (CAMBODIA) CO., LTD.
VI.
TechnicalSupportPackage
Supportpackageischargedannuallyinadvanceforeachperiod.Bydefault,BasicSupport
Packageincludedinquotation.
Description
Basic
Business
Premium
Priceofpackage,%fromSolutioncost,except
15%
20%
25%
ProfessionalServicesandCustomizationfees
Themaximumresponsetime
4hours
1hour
30min
(incidentwith1stpriority)
Themaximumresponsetime(24priority)
8hours
4hours
2hours
Timeofprovision
8am6pm
8am6pm
247
(MondayFriday) (MondaySunday)
Unlimitedincidents
+
+
+
Consultationonfunctionality
+
+
+
Consultationoninstallingandconfiguring
+
+
+
Consultationoncustomization
+
+
+
Identificationofdefectsinthesoftware
+
+
+
Andtransferthemtobeeliminated
Newversionsandcriticalpatchesupdates
+
+
+
Remotesupport
+
+
+
Prioritiesmanagement
+
+
+
Toll Free Telecom Cambodia Co., Ltd.
IT Department
THUOK Sengthay
14 July 2016
13
