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BUSINESS PROPOSAL Flathunter

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2012 Cohesive Technologies . All rights reserved.

COHESIVE CONFIDENTIAL - No part of this document (the Proposal) may be photocopied,

reproduced, distributed or otherwise made available in any form/manner to any third party without

the prior written permission of Cohesive Technologies Pvt. Ltd. (Cohesive)

FLATHUNTERunderstands that the contents of this Proposal are strictly confidential. In choosing to

read the contents of this Proposal, the Client undertakes not to disclose the information contained

herein to any third party.

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Table of ContentsI. AboutCOHESIVE ........................................................................................................ 4

II. SETUP REQUIREMENTS............................................................................................. 6

III LICENSE FEE & PAYMENT TERMS.............................................................................. 7

IV PRODUCT SUPPORT................................................................................................. 8

V INTELLECTUAL PROPERTY RIGHTS............................................................................. 9

VI CONFIDENTIALITY.................................................................................................... 9

VII MISCELLANEOUS................................................................................................... 10

ANNEXURE I................................................................................................................ 11

ANNEXURE II.............................................................................................................. 11

ANNEXURE III............................................................................................................. 12

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I.About COHESIVE

Cohesive1

is a leading provider of Contact Center Software and Enterprise Communication Solution in IP and TDM

Domain. Cohesive next generation solutions are powering millions of interactions for Customer Service, Telemarketing &

Sales, Inbound Sales, Collections, Order Management, Ticketing& Bookings across a plethora of industries such as BPO

and outsourcing, Financial Services, Market Research, Entertainment and Healthcare.

Cohesive next Generation and value added Technology suits SME-Large Corporate-Security Agencies-Govt. Sector

Defense with evolving needs-helping to unify communications and improve business performance by providing them

solutions on VoIP and TDM.

Technology

Pace of business and the level of competition have increased dramatically over the last five years. Enterprises are gettin

extremely focused on customer experience and operational efficiency. Successful enterprises use IT as a backbone to

achieve greater results and the new concepts like SOA2

and BI23

are outcome of the evolution.

SOA offers following business benefits:

Ability to more quickly meet customer demands Lower costs associated with the acquisition and maintenance of technology Management of business functionality closer to the business units Leverages existing investments in technology Reduces reliance on expensive custom development

Cohesive/DACX, the indigenous technology platform, is built from scratch with SOA concepts. Facilitating the

recommended Start-Small SOA approach, Cohesive/DACX is an ideal fitment for enterprises that practice constan

innovation and process intelligence to improve their business results.

1Awarded "Pioneers in IP Contact Center Technology" by TMCNet (2008).

2Service Oriented Architecture [http://en.wikipedia.org/wiki/Service-oriented_architecture]

3Business Intelligence 2.0 [http://en.wikipedia.org/wiki/Business_Intelligence_2.0]

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Solutions Overview: DACXAMEYO COMMUNICATION SUITE:Contact Centre Application

DACX Ameyo Communications Suite has been designed to provide comprehensive, state-of-the-art capabilities to Cal

Centers for their outbound and inbound processes such as Telemarketing & Sales, Customer/Technical Support

Collections, Welcome/Follow-up calls, Market Research and Directory Services across major industries such as

Telecommunications and Financial Services.

The SIP based architecture incorporates top-of-the-line capabilities such as Outbound Dialer (with Predictive

Progressive, Preview and Precision dialing modes), Automatic Call Distributor (ACD), IP-PBX, Interactive Voice Response

(IVR), Voice Logger, and CRM offering multitude of features such as Multiple Campaign Management, Workforce

Management, Performance Management, Queue Management, Call Compliance, Metric Monitoring, and Quality

Monitoring. Ameyo offers a powerful value proposition in form of extensibility, scalability, ease-of-use and ability to

work seamlessly over TDM or VoIP.

Awarded "Pioneers in IP Contact Center Technology" by TMCNet (2008).

Service Oriented Architecture [http://en.wikipedia.org/wiki/Service-oriented_architecture]

Business Intelligence 2.0 [http://en.wikipedia.org/wiki/Business_Intelligence_2.0]

DACX Ameyo Communications Suite has been designed to provide comprehensive, state-of-the-art capabilities to Cal

Centers for their outbound and inbound processes such as Telemarketing & Sales, Customer/Technical SupportCollections, Welcome/Follow-up calls, Market Research and Directory Services across major industries such as

Telecommunications and Financial Services.

The SIP based architecture incorporates top-of-the-line capabilities such as Outbound Dialer (with Predictive

Progressive, Preview and Precision dialing modes), Automatic Call Distributor (ACD), IP-PBX, Interactive Voice Response

(IVR), Voice Logger, and CRM offering multitude of features such as Multiple Campaign Management, Workforce

Management, Performance Management, Queue Management, Call Compliance, Metric Monitoring, and Quality

Monitoring. Ameyo offers a powerful value proposition in form of extensibility, scalability, ease-of-use and ability to

work seamlessly over TDM or VoIP.

With its all-IP architecture, DACX Ameyo allows for remote monitoring and supervision from any machine located

anywhere in the world, and reduces management overhead while increasing automation.

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II.DEPLOYMENT

The DACXTM

Ameyo Communication Suite by Drishti is an IP based communication suite offers multiple deployment

options for TDM as well as VoIP-based infrastructure. DACX Ameyo reduces investment in telephony hardware and

cards, and also allows for maximum reuse of current infrastructure. For instance, DACX Ameyo can be connected via

most legacy PBXs, or Media Gateways, depending on the end point (analog or IP phones). The diagram below shows

different types of connectivity options offered by DACX Ameyo.

Figure 1: Deployment Diagram

Commissioning

Setup of your contact center with DACX Ameyo Professional is easy. You just have to get the basic infrastructure like

power, cooling, computers, phones and connectivity ready. Drishti engineering will install the software in the servers

and will configure the entire setup. Also the engineer will train your IT staff to operate the technology which is a piece

of-cake with Drishtis solution.On procurement of DACX Ameyo Professional licenses, you will be provided with an account of Drishti Customer Arena

to manage your licenses and services. You can also manage your IT Administrators from the same interface and track al

support issues. You will also be able to access Drishtis professional services for customizations and services around

products.Please refer toAppendix IIfor pre-requisites of setup.

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III LICENSES FEE & PAYMENT TERMS

Product:-Dacx Ameyolite forFlathunter.

Rs.12,000/-+ Taxfor each agent license.

Rs.20,000/-+Taxfor installation & training.

Rs.70,000/-+Taxfor single xeonquard core server with 8 GB RAM,2*250GB SATA HDD(IBM/HP/DELL).

Rs.27,500/-+Taxfor PRI Card (Sangoma card).

Rs.5000/-+ Taxfor each Ip Phones and Headsets.

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Payment Schedule

Charges Schedule

Dacx Ameyo professional licenses 100% Advance for hardware and 50 % for software (with

PO),

Note: Cheque has to be made in favor of Cohesive

Technologies Pvt. Ltd.

Setup / Training charges Advance (with PO)

Professional Services (If Any) Ongoing basis (Monthly)

AMC charges (if added) Advance (with PO)

Hardware (if any) 100% Advance along (with PO)

Warranty

Cohesive-Drishti offers free Warranty (see Annexure I) for one year from the date of installation of the DACX Ameyo

Professional.

V PRODUCT SUPPORT

Drishti offers various support packages to provide the pick-n-choose option to the clients as per their needs and comfort.

AMC Plan Silver Gold Platinum

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Support Availability 24x5 24x6 24x7

Phone Availability Yes Yes Yes

Chat Availability No Yes Yes

Initial Analysis of Issues Within 6 hrs Within 2 hrs Within 1 hr

Minor Issue Next Release/Update Next Release/Update Next Release/Update

Major Issue 5 working days 2 working days 1 working day

Critical Issue Same day 3 hours 1 hour

AMC Charges4

(Applicable on solution

cost5)

10% of solution cost2

or

50,000/- whichever is

higher

15% of solution cost2

or

75,000/- whichever is

higher

20% of solution cost2

or

1,00,000/- whichever is

higher

Please find details of product support inAnnexure III.

V INTELLECTUAL PROPERTY RIGHTS

The DACX Ameyo Communication Suite (Professional version) has been indigenously developed by Cohesive-Drishtis

team of experts. All intellectual property including copyright and other rights in the DACX Ameyo Professional, vest

exclusively in Cohesive-Drishti. The acceptance of this Proposal will not, under any circumstance, constitute an express

or implied agreement to sell/assign any/all intellectual property or other rights in the DACX Ameyo Professional to the

Client.

VI CONFIDENTIALITY

4Local / Central Levies, Taxes, Cess, Octroi Extra as Applicable.5 Solutions Cost = License Fees + Customization Charges

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The Client undertakes to keep confidential all the terms and conditions of this Proposal as well as all/any related

communications, written or oral, that have transpired or shall transpire between Cohesive-Drishti and Client with regard

to this Proposal and/or the DACX Ameyo Professional.

The Client understands that after the acceptance of this Proposal, and once the DACX Ameyo Professional is installed on

the server and the agreed number of PCs in the Clients premises, the Client must undertake not to allow any third party

to access the server/PCs on which the DACX Ameyo Professional is installed. The Client must further undertake not to

make copies of, or in any manner disclose or make available to third parties, any materials that may be given by

Cohesive-Drishti to the Client in form of technical manuals, data or inputs, without the prior written consent o

Cohesive-Drishti.

VII MISCELLANEOUS

The Client understands that the final grant of the license to use the DACX Ameyo Professional shall be subject to the

acceptance of the terms and conditions specified in the Cohesive-Drishti Product and Services Agreement (DPSA) that shal

accompany the DACX Ameyo Professional software.

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ANNEXURE I

DEFINITION OF WARRANTY

Software updates of standard features, fixes and patches are included in Warranty. Clients can report for bugs/ issues at

support@cohtechnologies.comwith details of the problem. Cohesive-Drishti implements monthly patches with fixes and

these are updated at setup with active Warranty.

ANNEXURE II

PRE-REQUISITES FOR DACX AMEYO PROFESSIONAL SETUP

Server

Machines

HP DL380 G5

DELL PowerEdge 2950

As per load requirements;

FC7 and RHEL-5 (FC7 is free Linux version and

can be provided by Cohesive-Drishti)

Telephony

Connectivity

SIP or ISDN PRI Supports g729 (A/B), g711, g723, alaw, ulawfor SIP and alaw for ISDN PRI

TelephonyCard

TD412P E1 PRI Cards (as perrequirement)

In case connectivity with ISDN PRIPreferred signaling: Euro ISDN, CAS

Encoding Scheme: ami, b8zs, hdb3.

crc4 check

Dialplan (national, local)

External IP

Connectivity

At least 512 kbps with public static IP for

remote console, auto-updation or Licensing

Internal

telephony

Connectivity

Option1: IP Either Analog Mediagateway /ATA with AnalogDialpad& headphone, or Softphone with

headphone, or IP phone with Headphone

Option 2: TDM PBX/Channel Bank with Analog Dialpad and

Headphone

mailto:support@cohtechnologies.commailto:support@cohtechnologies.commailto:support@cohtechnologies.com

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PC As per requirement. Must have

MS Windows XP/Vista with

Firefox or Internet Explorer 6

with Java runtime environment

At least 512MB RAM for agent PC

At least 1GB RAM for Supervisor, Analysts or IT-

Administrators

Telephone

Instruments

Option 1: IP phones Softphone (xten, snom), IP-phones (SIP IPphones from Cisco, Polycom, Snom,

Grandstream)

Option 2:Analog Dialpad or good quality analog phones

Fully functional LAN (100 Mbps/ Gpbs) and Network connectivity (LAN switch, Patch cables and Last MileModems).

Stabilized and Uninterrupted power supply to all computer systems and devices with dedicated class I earthingfor communication room.

Adequately cooled, filtered and humidity-controlled air distribution system. Communication room (where all servers, mediagateways and other devices are installed) shall be protected

from excessive sunlight, heat, static charge, magnetic fields, vibrations, chemicals and dust.

ANNEXURE III

PRODUCT SUPPORT

DACXTM

24x7 Support Help Deskis a dedicated Engineering team that provides Support Services for the DACX suite of products.

DACX 24x7 Support Helpdeskis reachable via DCA atwww.dacx.netfor your convenience. The Heldesk is equipped with a

DigitalTicketing System that helps us to process and track all communication to and from DACX users.

DACX 24x7 Support Helpdesknot only provides assistance for troubleshooting but it is also an interface for Engineering Services.

DACX customers can take leverage of Engineering Services for ensuring hassle -free operations at anytime.

DACX Support Process

Customers can report any issue by filing a ticket at DCA and would get a reply back within minutes. For all reported issues, a ticket-id

is immediately generated to track and finally resolve the problem if any. For an interactive communication, Cohesive-Drishtis support

is also available 24x7/24x6/24x5via multiple modalities (depending on the chosen support package).

http://www.dacx.net/http://www.dacx.net/http://www.dacx.net/http://www.dacx.net/

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Classification of Issues

The reported issue is classified as minor, major, orcriticaldepending on the kind of issue. The turnaround time for the request,

provided the error is traced to the DACX and is not specific to Clients hardware or connectivity, is based on the following

classification:

CriticalA critical issue is defined as one which leads to serious disruption or complete breakdown of the communications system

wherein the calling mechanism is non-functional.

MajorA major issue is defined as one that causes failure of one of the major functional components of the system such as ACD, IVR,

Dialer or Voice Logger. In such case, operations are severely hampered, but not completely stopped as a result of the issue.

MinorAny issue that does not fall within the purview of those defined above.

Handling of Issue

The issues are analyzed by experts and resolved within specified time as per the managed support system. The issues are auto-

escalated internally to the developers or expert technicians if required.