IP PBX & Contact CenterSoftware Vendor

INTRODUCTION

TEGSOFT as a Company

TEGSOFT – General

Istanbul-Turkey based TEGSOFT, founded in 2008, focused on a single area: Telecommunication Software Development

While web-based software was a very new concept on global market, Tegsoft has been the first among the others to build its products as web-based applications in a very flexible modular way.

Today with a share of 60% in the local market, all-in-one contact center solution of Tegsoft is in a leading position.

As a Turkish vendor, all products have been developed not just in Turkish but also in 25 different languages like English, German, Russian, Arabic, Korean, Chinese.

(According to America CIOReview Magazine Global Research, Tegsoft is one of 20 vendors which was elected among more than 1.000 vendors.)

One of 20 Most Promising Contact Center Technology Solution Providers of 2015 in Globe

TEGSOFT – The Power

Just focused on R&D

10+ Years Experience in IVR and CTI Development for Contact Centers (ie: Halkbank and ZiraatBank (Turkey’s leading Banks) IVR and CTI developments)

5+ Years Development of Tegsoft branded TegsoftPBX, IP PBX and TegsoftCC

Contact Center products

100+ Authorized Sales&Support Partners

350+ Clients

3.500+ Agents

20.000+ Subscribers

TEGSOFT – Milestones

Slide 9 / 12

GLOBAL Interest TURKEY Usage

TEGSOFT – Usage and Interest

TEGSOFT – Product Line

TEGSOFT – Product Segmentation

Enterprise Market Product (Production Year: 2008) IP PBX: 2.000 IP Subscribers/Server Contact Center: 100 Agent/Server 800 Concurrent Call Capacity

SMB Market Product (Production Year: 2010) Tegsoft IP PBX SMB Appliance

Max. 500 IP Subscribers 100 Concurrent Call Capacity

Carrier Market Product (Production Year: Q1-2016) IP PBX: 1M IP Subscribers /IBM Power8 Linux Server Contact Center: 1.000 Agent/IBM Power8 Linux Server 15.000 Concurrent Call Capacity

INTRODUCTION

TEGSOFT Contact CenterTegsoftCC

TegsoftCC – FeaturesTechnology

TegsoftCC is designed as %100 Web-based all-in-one Contact Center Software.

Multi-channel CommunicationTegsoftCC enables to interact with customers via different communication channels such as Voice, SMS, Email, Webchat and Social Media.

Use in your native LanguageAll screens support 25 different languages including English, German, French,

Arabic, Russian, Chinese, Japanese.

Use what you needModular design enables to use just what you need for communication.

Manage your Contacts&Calls easilyTegsoftCC is installed with its own TegsoftCRM Module.

TegsoftCC – Features

Management of sales & marketing campaignsCreating and managing campaigns using Preview, Progressive and Predictive Outbound Modules.

Management of customer complaints & requestsTegsoft Complaints & Requirement Management Module helps managing customer

needs together with Agents and Back-office users via voice, SMS, email or social media channels.

Text-To-Speech (TTS) Integration

Programmable IVR Development

TegsoftCC – Features

Integrate with your applicationsWith the help of wide integration options, you can easily integrate 3rd party applications. Agents can use these external softwares together with TegsoftCC in a single screen.

Built-in WebphoneNo need to use IP Phone or soft-phone. Agent screen has an integrated

Webphone.

Scalable StructureTegsoftCC is easily scaled from one to hundreds of Agents and Servers.

Easy Installation & ManagementWith its all-in-one concept, TegsoftCC is installed and managed in a single server.

TegsoftCC – Topology

TegsoftCCInbound Contact Center Module

Web-based Contact Center Management

User experience: as-easy-as using any Web page.

Team-based Call Management

Competence-based Supervisor and Agent Management

Multi-Language support

Defining unlimited number of queues

Defining unlimited number of Agents per queue

TegsoftCCAGENT Interface

Web-based AGENT Interface

As it’s a web-based application, installation is not required to Agent computers.

Management of all calls (inbound/outbound, e-mail, SMS, web-chat) in a single screen

Accessing call history of the customer, taking notes

No need to use a physical telephone or an external soft phone

Calls can be picked up, routed or muted using integrated Webphone

TegsoftCCAGENT Interface

AGENT Screen

TegsoftCCInbound Contact Center Module

Web-based SUPERVISOR Interface

Defining and managing of Agents and their roles

Defining and managing queues and campaigns

Assigning Agent to the queues

TegsoftCCInbound Contact Center Module

Supports using remote agents / home agents

Free-seating: Without affecting Agent call reports, they are free to seat in any seat

Following-up Agent breaks with the reasons

Project / Customer based auto-response and queue management Defining Project / Customer based queues

Able to differentiate greeting and music on hold for each queue

Agent assignment to the queues

Queue based reporting

TegsoftCCInbound Contact Center Module

Advanced Competence-based REPORTING

All reports can be created according to the criterias which can be selected by the user in the report interface.

Instant reporting and Historical reporting are supported Report Set:

- Call Detail Reports (CDR)- Queue Reports (ASA, AR, ACHT can be reported)- Service Level Reports (SL, SLA)- IVR Reports- Agent Reports- Activity Reports

TegsoftCCInbound Contact Center Module

Advanced TegsoftCRM Features

Creating a new customer or editing an existing customer

Previewing call history of the customer (inbound-outbound calls, SMS calls, Email calls, Webchat calls)

Taking detailed notes

Activity entries for each customer

Able to define customer surveys

Able to integrate with any web-based 3rd party applications

TegsoftCCVoice Recording Module

Web-based Voice Recording

Able to search and report voice records historically or instantly Able to download voice records Able to archive voice records in any storage defined in the system Graphical voice analytics Reporting more than 15 parameters for voice analytics (ie: Agent Talk

Time, Customer Talk Time) Module licence – there is no extra licences according to the number

of channels or Agents

TegsoftCCVoice Recording Module

Voice Recording Screen

TegsoftCCInbound Contact Center Module

Status Panel (Dashboard) Screen

Agent based display

Queue based display

Waiting calls per queue are instantly displayed

Daily Agent performance report is displayed

TegsoftCCInbound Contact Center Module

Status Panel (Dashboard) Screen - Queues

TegsoftCCInbound Contact Center Module

Status Panel (Dashboard) Screen - Agents

TegsoftCCOutbound (Campaign) Modules

Outbound Voice Campaign Modules

Preview Dialer Module

Progressive Dialer Module

Predictive Dialer Module

Outbound SMS Module

Outbound E-Mail Module

TegsoftCCOutbound (Campaign) Modules – Voice

General Flow

TegsoftCCOutbound (Campaign) Modules – Voice

Campaign Types

Agent Campaign (Attended) IVR Campaign (Unattended) Abandoned Call Campaign via Agent

Desired abandoned customers can be reached via this campaign automatically by available Agents

Abandoned Call Campaign via IVR

TegsoftCCOutbound (Campaign) Modules – SMS&Email

General Flow

TegsoftCCAdditional Modules

Fax Server Module

Voice Mail Module

Webchat Module

Webcall Module

TTS (Text-To-Speech) Module

Virtual POS (VPOS) Payment Module

TegsoftCCIVR Module

3 types of IVR are included:

Basic IVR

Advanced IVR

Programmable IVR

For detailed information, please visit:

https://www.tegsoft.com/download/brochures_eng/

Tegsoft_IVR_Brochure.pdf

TegsoftCCRequirement & Complaint Management Module

Requirementand

ComplaintManagement

Module

Structure

TegsoftCCRequirement & Complaint Management Module

General Flow

Closing

Closing via Contact Center Agents Closing via E-mail notification

ProcessingProcessing assigned job by Department Employees Recording all process Directing the relevant channel

to be closed

GenerationNotification via Voice Calls, Email, Forms, Application Screen

Automated Assignment of Departments / Employees according to Corporate Workflow definitions

TEGSOFT Contact CenterTegsoftCC

Experience

Experience makes differenceInsurance Sector

Uncompleted Process Reminder via IVR and TTS Assigning Experts according to geographical location and expertise via Web-Service

Integration and Progessive Dialer Informing about file status changes via IVR channel

Health Sector Automated appoinment systems integration Blue code solution

Collection Management Technical infrastructure design enables to increase the access rate of debtors

Corporate, Multi-side and Territory Management Central Management Supporting Geographical Redundancy

SMB’s Segmentation and Identification of Contacts via Integrated CRM Module

IP PBX & Contact CenterSoftware Vendor

www.tegsoft.com/en