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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