Professional Documents
Culture Documents
iTSL 2013
Content
Who We Are
Our C3 Vision & Strategy
Services, Solutions & Systems
Our Expertise In Systems Integration
iTSL 2013
Who We Are
iTSL 2013
Who We Are
i G w e t s b u s i n e s s m o d e l i s t o p a r t n e r
with leading consulting, technology
and management services providers to
offer tailored solutions to meet our
c u s t o m e rs n e e d s a n d e n h a n c e s t h e i r
operations
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iTSL 2013
Solutions
Service
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Systems
We
have
invested
infrastructure
and
heavily
in
operational
the
physical
capability
to
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iTSL 2013
Active partners
sharing revenues and
growing with us
Range of
referrals,
associates, and
elite partners
across the globe
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Multi-national
network including
partners across
Asia -Pacific,
Middle-East,
Africa, Europe &
Americas
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CTI
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
view
of
agents
o Configurable reports
o Voice recording
and
Quality Management
Easy Supervision
o Campaign Addition/Deletion/Editing
Lead Management
o
o
o
o
o
o
Advanced Features
o
o
o
o
o
o
o
Improved connect rates | Reduced abandoned calls | Reduced Communication costs | Higher agent productivity
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Key Features
o
o
o
o
Create custom-call
flows with a GUI based
easy to use interface
Advanced features
o
o
o
o
o
Reduced wait times| Improved Productivity| Self service & Prompt response
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Key Features
o
o
o
o
o
Pre-integrated Active
Voice Logging
100% Blind Recording
Multi-format Voice
Recording
Automatic Compression
and Archiving
Web-based Remote
Access to Voice Logs
Advanced Features
o
o
o
o
Quality Monitoring
Multimedia Control
Supports mp3, VOX,
ALAW formats
Extensible with mixer with
Codec Plug-in Support
Key Features
o
o
o
o
o
o
Advanced Features
o
o
o
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o
o
o
o
Cradle-to-grave Reporting
o
o
o
o
Generation of business-oriented
comprehensive reports
at
Agent, Campaign, System and
Resource levels
Over 200 Report Templates
Web-based access for remote
users
Real-time and Historical Data
Analysis
Automatic Maintenance and
Backup Management
iTSL 2013
CRM
o
Web-Agent
o
CTI
with
pop-up
workbench screen
Knowledgebase
agent
View the
information via screen pops and perform context-based actions depending on the
o customer
Wallboard
outcome of the interaction.
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Supervision
o
Quality Monitoring
o
o
o
o
o
o
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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Email
o
o
o
o
o
Web queues
Escalation and SLA
o
o
Web Callback
Integration with web apps/Mashups
o
o
o
Bulk SMS
Customized SMS
Campaign & Media level exclusion
Chat
Web
SMS
Fax over IP
Voice Broadcasting
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Pro-Active
Connect
Enhancer
(PACE)
Node-flow
Designer
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Parallel
Predictive
Dialing
Virtual
Queuing
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Analyst
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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
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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
Value Delivered
o
Seamless integration of
the billing system with
IVR
With automated
telemarketing
campaigns, Zoomlion
could create new
prospects
Solution Implemented
o
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A group of companies into mining, financial sector and Civil Engineering Consultancy
(New Office Relocation Setup)
Business Requirements
o
Add a value Proposition as client partner in the following verticals Customer Care, Finance & Accounting, Mining Sector
Solution Implemented
o
Value Delivered:
o
solution
o
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A Company in the Financial Sector , which provides financial aid to its customers, other Microfinance
companies
Business Requirements
o
VPN Connection
Value Delivered:
o
Solution Implemented
o
Return On Investment
increased within the
shortest possible time
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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
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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
iTSL 2013