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CommTEL CTI
A complete Call Centre CTI Suite for Hosted & On-Premise implementation of contact centre

Proposal : Brochure

Contact: Arindam Chakravorty Lakshya Solutions Ltd, 1st Floor, ABMGP Building, #73-74 Margosa Road, 17th Cross Malleswaram Bangalore560055 India

The missing link Lakshya Solutions Ltd this document and the information contained herein 1 not be published, disclosed, or used for anybetween your business and its IT needs Lakshya, may other purpose.
Cell: +91.99169.65415. This document

contains confidential and proprietary information of Lakshya. It is furnished for evaluation purposes only. Except with the express prior written permission of

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Key associations

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Product lines
CommTEL CallDesk CSQL PayLink SmartBilling VAS-DP Talk
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What are our USPs

Single vendor and single point of contact for all services related to addressing your customer call handling & communication needs
Complete call center with intelligent routing of incoming calls based on products, areas,

languages, etc. With real time stats on calls on Q, calls abandoned, callback Q, etc
Service IVR Speech recognition or DTMF enabled Payment IVR Automated outbound dialing and SMS service to customers

Vast experience & high expertise levels in application / product development in telecom, contact centre domain Agile process to meet aggressive timelines & requirements Ready availability of manpower pool skilled in specific domain Each individual member driven by a feeling of ownership

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CommTEL + CallDesk combination

CommTEL full-featured call centre CTI platform supporting hosted / on-premise implementations

CallDesk Agent desktop Indias 1st thinclient unified agent UI which also works on ThinPCs*

* If you are interested in having a look at the ThinPC based solution, please mail at sales@lakshyasolutions.com

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CommTEL Component Composition

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CommTEL Business Implementations

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CommTEL CTI platform highlights


Supports In-bound, operations. Highly scalable efficient Out-bound & and blended Built-in QA tool for voice recording, playback and download resource Intelligent & highly configurable campaign, DNC, churn, re-try management tools architecture

Highly available system, with in-built fail-over Real-time dashboard for channel status, trunk mechanism. availability, agent activity, queue status, campaign penetration Supports predictive / preview / auto-preview / Exhaustive & customizable set of reports on blaster (OBD) / manual dialing modes agent performance, lead penetration, dialer performance. Supervisor can barge-in, coach, monitor, change Intelligent and configurable call back feature & agent ready / not ready, etc non-intrusively and queue management for inbound operations on-demand. Can integrate with any Web-based or applet Customizable MOH based CRM or Oracle Forms application Supports operator trunks for both ISDN PRI IVRS with ACD capabilities defined as per (E1/T1) circuits as well as SIP trunks business requirements. CallDesk Agent Desktop comes with WYSIWYG Can integrate with any legacy PBX or channel user-friendliness & inbuilt softphone bank to connect analog extensions

Detailed feature list is in the appendix at the end of this presentation. Get in touch with us for more details

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CommTEL Implementation layout ISDN PRI

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CommTEL architecture

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Server requirements
Server 2 nos for 120 seats
CPU RAM HDD PCI Express slots OS DVD RW Drive 8GB 500GB (will vary with logging requirements) 2 Linux 1 (indicative specs) Intel Xeon Quad Core

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CommTEL + CallDesk combination


If you are planning to setup your own call centre or If you already have one and are planning to upgrade or If you are burning your fingers paying the high AMC charges

Then LAKSHYAs CommTEL CTI Platform and Call Centre Suite is the ideal solution for you, see why...

CommTEL CTI & Call Centre Suite implementations are available on per port per month rental model (OPEX) as well as fixed cost model (CAPEX). No upfront CAPEX investment for any high-end & expensive hardware, software or 3rd party licenses. Components can be added proportional to business requirement & growth without hampering production & not eating away into funds This is a single-vendor solution, hence support & services are fast & effective. Can integrate with your existing PBX, IP phones, analog phones, channel banks to re-use your investments.

* Exact rates can be arrived at after detailed requirement study.

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www.lakshyasolutions.com

Removing all barriers to owing a call centre thanking you

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Real-time dashboards agent stats

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Real-time dashboards campaign stats

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Real-time dashboards dialer stats

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User admin access privileges

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User admin agent grouping

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Campaign creation & listing

New campaign creation Viewing all campaigns

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Campaign campaign list or base upload

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Campaign campaign list churning

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Campaign dialing rules configuration

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QA - voice recording playback

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CallDesk Unified (thin-client) Agent Desktop

CallDesk ALL in ONE unified Agent Desktop


Call handling Call Disposition CRM

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CallDesk Unified (thin-client) Agent Desktop


Call back scheduling for today

Call back scheduling for another date & time

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Appendix - Solution feature list


ACD
Inbound call queuing Queue position adherence Queue time notification Call distribution Park state DID DNIS routing ANI Routing Skills based routing Agent rank based routing Circular routing Longest idle routing Scheduling of ACD services Agent access rights control Call Data definitions Screen Pop Dialog Call re-routing based on unmanned service Call re-routing based on queue length, wait times or service hours Dynamic priority on longest wait time Dynamic priority on relative wait time Dynamic priority on absolute number of calls in Q Dynamic priority on relative number of calls in Q Dynamic priority on absolute number of calls Application startup script launch ANI Capture Callback of captured ANIs Abandoned call list preview & print Scheduled call back Whisper message Call dispositions ACW & timed ACW Attention retainers MOH Multi-DNIS support Wait time estimation & Q Optimization Blended mode Warm transfer Accept or deny to receive a call Language preference IVR State persistence

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Appendix - Solution feature list


Outbound modes
Modes Automatic Preview Predictive Blaster Precision Manual Campaign modes can be interchanged dynamically dial order selection External Database based dialing Access to external dialing service table Automated dialing feed Disposition admin & mgmt Scheduled callback Agent callback with dynamic promotion Expired callback deletion Call re-routing Multiple campaigns Default campaign Auto-switch of agents Scheduling of campaigns Call routing Call rerouting Caller name configuration Warm transfer Quota control Redial Number

Outbound features
Attach data Manual dialing Skill based routing Pacing controls Wait message NANP manager Time Zone admin Machine detection Multi-numbers for a campaign record

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Appendix - Solution feature list


Campaign list management
Multiple list per campaign Dynamic structure of list Weighted list Database creation CRM creation Churning

CTI
ACD Vendor support Real-time stats Transfer to CTI agent / extension Voicemail

Voice recording
Voice recording Recording automation Recording on demand IVR transaction recording Screen capture Web collaboration recording Recording notification Recording classification Media player features Recording search Recording export Recording archival

DNC management
Global DNC list Campaign wise DNC list Agent DNC list

Real-time dashboards
Agent activity Dialer state List wise disposition status

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