Contact Center Solutions

Telecommunications Atlantis, FrontStage

Technologies
THÔNG TIN CHUNG Tên công ty: CÔNG TY CỔ PHẦN THIẾT BỊ VÀ TRUYỀN THÔNG NGS
Địa chỉ: Tầng 19, Số 52 Lê Đại Hành, Phường Lê Đại Hành, Quận Hai Bà Trưng, Thành phố Hà Nội, Việt Nam.
Chi nhánh: Tầng 6, tòa nhà An Khánh, số 63 Phạm Ngọc Thạch, phường 6, quận 3, Thành phố Hồ Chí Minh, Việt Nam.
Điện thoại: 024 3984 4989 Website: www.ngs.com.vn

GIẢI PHÁP CÔNG NGHỆ THÔNG TIN THIẾT BỊ AN NINH

Được cung cấp bởi Công ty TNHH Thương mại, Đầu Được cung cấp bởi Công ty Cổ phần Tích
tư và Công nghệ NGS (NGS I.T). hợp hệ thống GTEL(GTSI).

GIẢI PHÁP CÔNG NGHỆ NỘI DUNG VÀ

DỊCH VỤ TRUYỀN THÔNG, MARKETING GIẢI PHÁP CÔNG NGHỆ PHỤC VỤ SẢN XUẤT
Được cung cấp bởi Công ty Cổ phần Công nghệ và
Được cung cấp bởi Công ty Cổ phần Hóa phẩm Dầu khí
Truyền thông Hemera (Hemera Media).
DMC miền Trung.

LĨNH VỰC KINH DOANH CỦA NGS HOLDING

 240 TỈ ĐỒNG 500 +
NGƯỜI
VỐN ĐIỀU LỆ TỔNG SỐ NHÂN VIÊN

SỨ MỆNH (MISSION) SLOGAN TẦM NHÌN (VISION)

“NGS là doanh nghiệp Công nghệ thông Xn uy Yn với
khách hàng và đối tác; đem lại môi trường làm việc
chuyên nghiệp, giúp nhân viên phát triển bản thân,
yên tâm công tác; nỗ lực đóng góp và chung tay xây
dựng cộng đồng, đất nước.”
Trusted Partner, Smart Solution. “NGS nỗ lực trở thành doanh nghiệp Công nghệ
thông tin hàng đầu Việt Nam, cung cấp các giải pháp
- dịch vụ Công nghệ thông tin thông minh; đem lại
giá trị lớn và phù hợp nhất cho khách hàng.”
GIẢI PHÁP CÔNG NGHỆ THÔNG TIN
Được cung cấp bởi Công ty TNHH Thương mại, Đầu tư
và Công nghệ NGS (NGS I.T)

Sản phẩm công nghệ thông tin Dịch vụ công nghệ thông 7n
• Bản quyền phần mềm và Giải pháp phần mềm • Dịch vụ tư vấn tổng thể chiến lược CNTT
• Dịch vụ triển khai,
• Giải pháp hạ tầng công nghệ Thông tin
• Dịch vụ hỗ trợ vận hành Hạ tầng CNTT, Hệ thống ứng dụng
• Dịch vụ cung cấp nguồn lực
Khách hàng • Dịch vụ điện toán đám mây
• Dịch vụ cung cấp bản quyền phần mềm
NSRP, PVCFC, Long Sơn, VinGroup, Tecomen,
KIP, Tân Hoàng Minh, Sacombank, Vietinbank,
VPBank, PVCombank, SHB,...

Đối tác
SAP, Microsoft, Fidelity, Veripark, Bitrix24, HP, IBM,
DELL,...
Solution
Solution
Customer lines Integra(on (CRM, ERP, e-
of business Commerce…)

Digital channels FrontStage On-premise

deployment

B2B, B2C markets Cloud deployment

Customer care
Complete Coverage of Communication Channels 8

Voice, Video Messages Chat BackOffice

V ) . E
Communication to
Control of e-mail WebChat with Request sharing,
phone network,
boxes, SMS, fax, DMS, cobrowsing, Facebook, ticketing, messages,
WebRTC, Skype, MS
IoT messages Whatsapp... client card, web forms
Teams

01 02 03 04
Immediate Controlled Unified chat Customer care
reaction queues Availability for clients on Clients always receive a
multiple platforms while relevant response about
Complete coverage of Tracking queues of
serving everyone in one the status of their request,
voice communication various mailboxes, SMS
application and department heads
needs on multiple numbers, activity
have an overview of the
platforms, multiple lines, reporting, viewing mailbox
terms of the solution.
with IVR and call recording statuses and response
dates
Integrated Contact Centre Eco-system 9

CRM – karta klienta

Ticketing system
Správa zákaznických kontaktů

Plánování
WFO/WFM směn
InformaceBase
Knowledge o
produktech a operátorů i back-
Workforce
službách office
Optimization/Work Force
Management

Enterprise
V
applications
Telephone exchanges Synchronous and
Delivery or integration asynchronous Integration

Artificial Intelligence
(AI)
Mailbot, Chatbot, Voicebot
Solution Architecture

Telephone network
Home Office

SIP trunk
LocaNon 2

IP Network Location 1
MPLS/VPN

Operators Supervisor CC
FrontStage Application
Colloquial server IVR Server Application, FrontStage SoBPhone FrontStage
FrontStage recording and DB Plantronics/Jabra Headset
server
FrontStage
FrontStage Reference Deployments 11

Tip: It is possible to provide a comprehensive offer or only a part – e.g. just recording, or use the client's existing control panel...

Utilities, Telco

Insurance and Banking

Services, Logistic and E-commerce

Innovative Technology
Contemporary Architecture and Technologies implementation
ASP.NET Core
ASP.NET Core runs on MacOS,
Linux, Windows, and Docker.
Fabric UI, Bootstrap
Fabric UI is a collection of UX
frameworks that you can use to
create a graphical experience
that is easily suited to a wide
range of Microsoft products.
Bootstrap is an open set of
development tools using HTML,
CSS, and JS.
ReactJS
ReactJS is a JavaScript library
for creating user interfaces. It is
maintained primarily by
Facebook.
Microsoft SQL/
PostgreSQL
Microsoft SQL Server is a
session database management
system developed by Microsoft.
PostgreSQL: The world's most
advanced open-source session
database
13
Docker
Docker is a process isolation tool
(so-called lightweight
virtualization) that significantly
reduces performance
requirements and enables
applications to be quickly
deployed to production and run
safely from the hybrid cloud.
Technology: Visual Designer 14

Visual Designer
FrontStage, Omni-Channel Contact Centre

New IVR tree designer delivers simple creation for

complex IVR structure

The appearance of skill group design, workflow

scenarios, and other administrative properties will be
adjusted in an analogous way.

It will increase the possibility of programmability of

individual steps and at the same time the ease of
their deployment.
User-friendly Frontend Interface
Innovation FrontEnd: FrontStage DesktopClient - Appearance 16
Inovace FrontEnd: FabricUI 17
Innovation FrontEnd: FrontStage SIP Softphone Dostupné 18

Supported features
Receiving calls
Dialing calls
Direct call switching.

Known errors
Transfer guided calls

features
Softphone/Mobile App
Communication Channels: FrontStage Mobile App Q2/2021 19
Inovace FrontEnd: FabricUI - SuperVisor 20
Inovace FrontEnd: FabricUI - SuperVisor 21
Devices – Auto Provisioning 22

SS7 hoặc SIP

IP Network SIP Trunks

AARENET
Carrier
System
Additional Features
Communication channels: Facebook Messenger, Whatsapp and Viber 24

Facebook Messenger
FrontStage native interface

Whatsapp Business API

Business API used for integration

Viber
Transactional Messages = notifications, informative messages
Promotional Messages = coupons, graphics, interactive elements: sales reports, marketing

Sessions: client conversation (12 hours or 60 messages per conversation)

Requires minimal investment

Zalo, WeChat, LINE, KakaoTalk, Telegram, ABC

Upcoming extensions - TBA
Ticketing 25

TICKETING
Manual Distribu>on Automatic Distribution
Classify / Accept Case Request

Find the case

Project Management
Communica>ons
One Researcher

Agent workload
Key words

Previous
12.1.2021 Customer’s first contact regarding a complaint

Hand over to another agent

13.1.2021 Sent informa>on on goods and prices
14.1.2021 Customer escalates urgency
15.1.2021 Emailed a proposed solu>on
15.1.2021 Email confirma>on from the customer
Monitoring SLA
16.1.2021 Complaint resolved. Confirma>on text sent to
customer.
Notification Messages

Template Answers Close the case

Communication channels: MS Teams integration 26

Queuing
Subscribe to queues
Processing project queues
Voice communication, email, chat
Video…

Processing requests
Case processing (tickets)
Knowledge Base
Planning activities

Dashboard and statistics

Dashboard
Statistics
 Unified Messaging, Co-browsing for Webchat 27

Web Server
www.firma.cz

WebSite
Návštěvník chat.firma.cz
Agent

Server
FrontStage
Social Media
API
AI 28

Contextual
Intelligence

AI
Bots

Newton
Integra0on
Newton Integration: User Interface Dostupné 29
Newton Integration: User Interface Dostupné 30
AI Assistant Agent
.
Text analytics

Comprehensive analysis of texts contained in

non-vote interactions.
Identification of essential information, filtering
unrelated communication (reply in the form of
email forwarding), sentiment
Categorization according to unstructured
information, follow-up to the case
Assisted response preparation, automatic
response.
Deployed in real operation in the Czech
Republic
Newton Integration: User Interface Dostupné 32

TTS – Recording
transcriptions: play
concurrently with the
recording, highlight
keywords.
Analytics: cross-talk
detection, speech
frequency - indication of
stress parts of a call
Topic detection: based on
the definition of topic
areas, the definition of
required expressions,
sentences, terms.
Success stories
.
Home Credit
FrontStage, Omni-Channel Contact Centre

FrontStage delivery for voice, email and chat

channel solutions, gradually replacing
competing technologies.
FrontStage Reference from 2018
200+ operators
IVR, Voice, Mail, Chat, Ticketing
Integration: CRM, Leads
PIN encryption integration
Manage access to sensitive data
.
Independent Bank
FrontStage, Omni-Channel Contact Centre

The first overseas installation of FrontStage.

Installing a voice and chat channel, an email
extension is being prepared.
Delivery through a partner in the U.S.
70+ operators.
Distribution
FrontStage, Omni-Channel Contact Centre

Customer center for energy service providers,

part of critical infrastructure, high availability.
FrontStage Reference from 2019
100+ operators
IVR, Voice, Mail, SMS
Integrace: SAP IS/U, SAP H5, IDM
WorkForce Management
Further development and integration services
CZECH Television
FrontStage, Omni-Channel Contact Centre

Implementation of communication of the internal

helpdesk and customer line of the data and voice
service operator.
Comprehensive rules of request processing,
integration into the internal helpdesk system.
Delivery of application equipment to Czech
Republic cloud, delivery of voice gateway,
recording of calls, end devices.
.
Tipsport
FrontStage, Omni-Channel Contact Centre

Omnichannel contact center dealing with

communication channels voice, email, chat.
Deploy FrontStage Desktop Client, engage other
customer requirements departments.
Nasazení FrontStage Mobile Client
Deployment to client infrastructure.
Dr.MAX
FrontStage, Omni-Channel Contact Centre

FrontStage deployed to control the

communication of the e-shop, branch network.
Shared infrastructure for Dr. Max CZ and SK
Involvement of hundreds of branches in
comprehensive telephony management.
Manage customer requirements.
Installation in the DC Tower server housing.
ALZA
FrontStage, Omni-Channel Contact Centre

Realization of customer line, voice communication

channel solution for hundreds of operators..
FrontStage Desktop Client, connection with Alza
application.
Delivery of application equipment to DC Tower
server housing, delivery of voice gateway, call
recording, softphone.
Avenier
FrontStage, Omni-Channel Contact Centre

Customer center for doctors and vaccination

centers, combination of B2C and B2C operator in
one application, one team.
The use of Passive Campaigns increased sales
success threefold, email automation reduced
processing workmanship by 20%, over 5 years the
increase in communication increased by 40%
without increasing personnel.
Delivery in the form of server housing, including
voice gateway, end devices and call recording.
Go Digital
FrontStage, Omni-Channel Contact Centre

Delivery of outsourcing contact center, very

intensive care and fast cycles of change
requirements.
High degree of user autonomy – they make a
number of adjustments themselves
Deploy communication channels voice, email,
webchat, Whatsapp.
Powered by DC Tower server housing
FrontStage - Market Position

Why FrontStage
FrontStage Company Profile in the Market 44

High licensing costs Carrier and Enteprise-class OpenSource - pros and

solution cons associated with it
Complicated
customization Significantly lower price Complications in
Easy customization and integration and
Costly integration
integration customization, safety...

M
Transnational FrontStage Cloud & OpenSource
solutions Daktela
Genesys Spinoco
Cisco Ipex
Avaya
FrontStage License Scenario 45

• The solution can be provided as CAPEX, SaaS regardless of whether it is installed in the
Cloud or On-premise. Requires monthly Maintenance and service fees according to the
selected program (from 5x9 to 7x24).

4
Server modules
3 n FrontStage, SmartRecord, Connectors, Campaigns, WFM
2
1
s Module per Port
SIP Trunk, IVR, STT, TTS, Recording

v Module per Workplace

Voice, Mail, Chat, Social, Recording

3rd Party module

o Speech Transcription, Analytics, Topic Detection,
Robotics
Thank you for your attention
Do you have any questions? Do not hesitate to contact us!
 47

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