iTSL 2013

iTSL 2013

Introducing iGwet Teleco Solutions Limited

Building Trust Through Performance

iTSL 2013

ContentWho 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.

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iGwets business model is to partnerwith leading consult ing, technologyand management services providers tooffer tai lored solutions to meet ourcustomers needs and enhances theiroperations

Who We Are

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Service Systems

Solutions

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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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We have invested heavily in the physical

infrastructure and operational capability to

deliver world class BPO services to the most

discerning corporate and public sector customers.

Operational Capacity In BPO

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Active partners sharing revenues and

growing with us

Multi-national network including partners across Asia -Pacific, Middle-East,

Africa, Europe & Americas

Range of referrals,

associates, and elite partners

across the globe

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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

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

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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

Basic workforce management

o Birds eye view of agents andcampaigns

o Centralized management of distributed

workforce

Quality Management

o Analysis and Monitoring Tools

o More than 200 standard reports

o Configurable reports

o Voice recording

CTI

o Pre-integration with database & CRM

o Screen pop

Easy Supervisiono Update of each Agent with their status

and talk duration

o Real-time monitoring

Easy and Effective Process

Management

o Campaign Addition/Deletion/Editing

o Multiple campaign management

o Call transfer / conference

o IVRS specificity

Lead Management

o Duplicate Number check

o DNC

o Data integrity management

o AMD

o Lead Churning

o Time zone management

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

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Multiple Dialing Modeso Predictive / Preview / Manual /

Progressive

o Rule-based dialing

o IVR Dialing or Broadcast Dialing

Advanced Featureso Dynamic Call Pacing

o Complete & Selective DNC

Management

o AMD

o Compliance / Exclusion

o Multiple Minute Providers

Integration

o Intelligent IP Telephony & VoIP

handling

o Callback Scheduling

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

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Key Featureso Self-help service with

TTS and ASR

o IVR Node Flow Designer

with Scripting Capabilities

o Multi-language Support

o E-mail/SMS/Fax

Integration

Advanced featureso Cost-effective Rural IVRS

o Personalized IVR

o IVR Jump

o Customizable IVR

prompts

o Agent Greetings

A library of nodes provides for step by stepcreation of complex or simple call flows

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

Reduced wait times| Improved Productivity| Self service & Prompt response

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Key Featureso Pre-integrated Active

Voice Logging

o 100% Blind Recording

o Multi-format Voice

Recording

o Automatic Compression

and Archiving

o Web-based Remote

Access to Voice Logs

Advanced Featureso Quality Monitoring

o Multimedia Control

o Supports mp3, VOX,

ALAW formats

o Extensible with mixer with

Codec Plug-in Support

Compliance | Supervision| Quality Monitoring

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Key Featureso ANI/ DNIS based routing

o Multiple Queues

o Welcome greeting

o Music-on-hold

o Office hours configuration

o Compliant with standard

PBX, Media Gateways &

Phones

o ACD Reports

Advanced Featureso Web access facilitating remote agent

login

o Skill-based Call Routing

o Account-based routing - Priority,

FIFO and preferred routing

o Wait time notification

o Pre-integrated with CTI & IVR

o Pre-integrated with Voice Logger

enabling advanced custom reports

o Calendar integration

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Cradle-to-grave Reportingo Generation of business-oriented

comprehensive reports at

Agent, Campaign, System and

Resource levels

o Over 200 Report Templates

o Web-based access for remote

users

o Real-time and Historical Data

Analysis

o Automatic Maintenance and

Backup Management

Report Designer Toolso Reportika - Advanced Report

Designing Module

o No need for in-depth

knowledge of SQL. Configurable

for multiple outputs for reports

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CRM

o CRM integration with IVR &

ACD to enable customer

profiling

o Integration with any third-party

database, CRM or tool for

smooth and seamless

functioning

Web-Agent

o CTI with pop-up agent

workbench screen

o Knowledgebase

o Unified Customer Interface for

call handling, Call disposition,

Conferencing, N-way Call

Transfer

o Missed Call Alerts

o WallboardView the customer information via screen pops and perform context-based actions depending on the

outcome of the interaction.

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Supervisiono Birds eye view of telephony,

agent, dialer and lead

performance

o Independent supervisor

interfaces for Inbound &

Outbound campaigns

o Complete MIS management for

device, voice log, services and

systems

Quality Monitoringo Graphical analysis of real-time

and historical data

o Real-time Alert management for

SLA, Performance and System

Monitoring

o Call Barge/ Snoop/ Confer

o Force Agent Logout

o AHT, APR, CS Score to define

KPIs

o 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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Emailo Ticketing System with Escalation

management

o Email Queues (integrated with Voice/ SMS

queues)

o SLA Management

o Email templates/Bulk Emails

Chato Web queues

o Escalation and SLA

Webo Web Callback

o Integration with web apps/Mashups

SMSo Bulk SMS

o Customized SMS

o Campaign & Media level exclusion

Fax over IP

Voice Broadcasting

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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

Pro-Active Connect Enhancer

(PACE)

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

Node-flow Designer

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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

Parallel Predictive

Dialing

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.

Virtual Queuing

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Analyst

Independent concepts of Supervision for Inbound &

Outbound campaigns

All data in tabs unfolded to avoid clicks

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

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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

o High call influx expected per day

o Need for creating multiple channels for customer

interactions

o A unified window for resource management

o Design and build a contact Center from scratch

Solution Implemented

o Ameyo integrated the existing business systems to a

unified platform

o Single-interface for CRM and calling channels

o IVRS enabled self and assisted service for optimal call

management

o Customer queries answered via both voice as well as text

messages

o Automation of outbound calls provided for effective

telemarketing

o Provide Customer services training for Executives

Value Delivered

o Seamless integration of

the billing system with

IVR

o With automated

telemarketing

campaigns, Zoomlion

could create new

prospects

o Cost effective all-in-one

solution.

o Update Customers via

SMS with every level of

their ticket

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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

o Network Installation at new site

o 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

o Intelligent routing of call

o Enhanced customer reach-out via effective and productive dialing

solution

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

o Implementation of a Voice mail services

o Complex IVR implementation as required

Value Delivered:

o Efficiency of the setup and

productivity of users

increased significantly

o Standard and well

structured data and voice

cabling installations

leading to better customer

satisfaction

o IVR setup for PBX leading

to more efficient way of

routing of calls

o Cost effective all-in-one

solution.

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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

o Integrate the connect to into their existing network

o VPN Connection

Solution Implemented

o Deployment of and enterprise integrated radio solutions

o A connection was established and integrated into their Network from

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)

o A connection was established and integrated into their Network from

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

o Phase Two is to Join Kumasi, Obuasi Offices together

Value Delivered:

o High End speed of

network connectivity

between branches.

o Integreted Radio links into

LAN

o Cost effective all-in-one

solution.

o Return On Investment

increased within the

shortest possible time

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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

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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