TOLL FREE TELECOM (CAMBODIA) CO., LTD.

TELEPHONESYSTEM&
CALLCENTERPROPOSALFOR

TELECOM CAMBODIA (TC)

Prepare by:

Toll Free Telecom (Cambodia) Co., Ltd. (TFTC)

#P-39, St. Platinum, Sk. Tumnop Teuk, Kh. Chamkarmorn, Phnom Penh
(855) 23 210 156
1800 21 21 21
support@tollfreetc.com.kh
tftc1800it@gmail.com

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

TableofContent
I. Disclaimer3
II.
TollFreeTelecomCambodia(TFTC)Overview3
III.
CustomerOverview3
IV.
TFTCProposedSolutionOverview4
a. CallCenterProposed6
b. SolutionDiagram6
V.
CallCenterSoftware7
a. SystemRequirement7
b. FeatureofCallCenterSoftware8
c. SupervisorInterface9
d. AgentInterface10
e. InboundCall11
f. OutboundCall12
g. Report13
VI.
TechnicalSupportPackage14

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

I.

Disclaimer

ThisproposalpreparedbyTollFreeTelecomCambodia.Ifyouhaveanyinquiriesregardingthisproposal
pleasedonothesitatetocontactusdirectlyeitheratthecontactdetailsaboveorviaemailto:
support@tollfreetc.com.khandtftc1800it@gmail.com.

TheinformationinthisproposalshallnotbedisclosedoutsideofCustomerandshallnotbeduplicated,
usedofdisclosedinwholeorinpartforanypurposesotherthantoevaluatetheproject.

II.

TollFreeTelecom(Cambodia)Overview

TFTCisthefirstTollFreeserviceandsolutionproviderinCambodia.
Todayweprovidebusinesseswithgreatvalueaddedtelecommunicationservicestoenhanceourcustomer
professionalimage,improvetheirconnectivity,createflexibility,andincreaseefficiency.
WehadmanycustomersthattheirbusinessesarebeingprocessingsmoothwithourserviceofTelephone
Systemsuchas:Prudential,ManualLife,Kubota,Maybank,Bayer,CoCaCola,KPMG,DKSH,PKMI,Royal
Media,AMK,DominaPizzaetc.
WearepartnershipwithTelephoneSystemProductsuchPanasonic,WellGate,CooVox,GrandStream,
Xorcom,3CX,Asterisk,etc.

III.

CustomerOverview

ThiscustomeroverviewisprovidedbyTelecomCambodia.
ThecurrentinstallationofTelephoneSysteminthisbrancharelistbelow:

TelephoneLine:6PSTNLineforCall.
TelephoneSystem:SIPPBXwith5Extension
TotalExtension:5SIPExtension
Computer:3Units

Customernewrequirement
a.
b.
c.
d.
e.
f.

CallCenterSystem:5Agent
StandardCallCenterInstallatTelecomCambodiaDataCenter
CallCenterStaffabletocheckcustomerinformationeveryincomingcall
CallCenterStaffabletocheckrecordsuchasCallRecord,VoiceMail,CDR,MissedCall
CallCenterStaffabletoissueticketandsubmitticktorelateddepartment
CallCenterSystemneedtointegratedwithBillingSystemofTelecomCambodia(Pending)

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

IV.

TFTC Proposed solution overview

A. CallCenterProposed

CustomerContactCenterOperationsorCallCenterTeam,requiresaproactive,scalable,endtoend
solutiontomonitorandmanageprocessandsystem;onethatensurethebusinessprocessesarenotonly
upandrunning,butperformingaccordingtothemostcriticalbusinessrequirement.
TFTCcanprovideCallCenterSystemthatthatprovidewhatcustomerbusinessneeds.Itprovidevisibility
andcontrolovertheperformanceandproductivityofyourcenter.

TFTCProposeCallCenterSystem

NumberofAgent:5Agent
NumberofTeam:1Team
CallCenterStaffuseIPandHeadset
CallCenterSoftwareInstallTelecomCambodia
Incomingandoutgoingcallwillpopupthescreenofcustomer
CallCenterStaffcancheckthecallhistory,voicerecord,andvoicemail,andIssuetheTicket.

B. SolutionDiagram

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

TFTCCallCenterSoftware

V.

TFTCCallCenterProcessDiagram

CallCenter
System

Customer

Account&
Agent
AgentFunction
CallPopup
OutboundPopup
DirectInboundPopup
ClickDial
Pause
Popupfrom
QueueInboundCall

AGENTLiveMonitor
Predictivedialer
ReportStatistics
QualityControl

WorkingWay
ACW
Hold
Email,SMSandFax
TransferConsultand
Conference

Agent
Superviosor

a) SystemRequirement

i. SoftwareRequirement

TFTCCallCenterSoftware,itisdevelopedandsupportbyAsterCCintegratedwithAsteriskFreePBXSystemKernel,
ThissoftwarecanrunonLinuxOperatingSystemsuchasCentOS6,italreadybundlewithCentOS6.

ii. HardwareRequirement

o DellPowerEdge:R730RackMountServer
o FXOGateway8Port
o Computer:5units

iii. TelephoneSystemIntegration

o IPPhone
o PSTNServicebyFXOGateway
o NetworkandInternetConnection
o NetworkSwitch

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

b) FeatureofCallCenterSystem

TFTCwouldliketointroduceaboutcallCenterSystemFeatureindetailasaccordingtocurrentcustomer
needforbusinessneed.

i. AccountandPermissionSystem

It offers features of account authentication and permission control, enabling multiple-level system
structure. For each account, different permission control can be set flexibly.
ii. IP PBX Function

Trunk and Trunk Groups

Dial In and Dial Out Trunk
Ring Group
Billing Setting: Setting the rate for user & Team
Account Group
IVR
Conference Room
Call Record and voice Record
Report: CDR, ACD Report
VoIP Telephone Operation

iii. Office Application

Group Sending Message (Email)
Plan and Task: Schedule, Reminder, Working plan
Data Importing: Import Customer Info in detail.
Control of Call Flow: Click to call, Attended Call, Transfer, Conference,
Hung Up, Multiparty Call, and Call Spy.
Easy Interface use
iv. Contact Center
Agent and Agent Group Management
Event Notification
Report and Statistic
Real Time Agent Static
Respond the communication queue
Agent Schedule, Agent Score
Can be integrated with SugarCRM
Can be integrated with VtigerCRM
v. Business Application
Customer Service: for inbound call
Campaign: for outbound call
Predictive Dialer: Auto Call

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

c) Supervisor Interface

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

d) AgentInterface

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

e) InboundCall

CustomerinfowilldisplaybypopupinterfaceontheAgentInterfaceforallincomingcallfromCustomer.
CallercalltoTollFreeNumber,or023XXXXXX,ThecallCenterwillplaytheIVRannouncementwelcome
andinstructionwithLanguageChoice(etc),andtransferthecalltotheAgent.However,someagentare
busy,socustomermayreceivetheinstructionfromIVRtoleavetheVoiceMail,

CallTollFreeNumber
180020/21XXXX

Welcome
Press1ForEnglish

Call023XXXXXX

IVR
Press2forChinese
Press3forKhmer

Call023XXXXXX

AgentBusy,Leave
theVoiceMail

Caller
CallCenterSystem

CallCenterAgent

Mostidleagentbasedrouting)
InteractiveVoiceResponse(IVR)
AutomaticCallDistribution(ACD)
RealtimeSupervision
SkillBasedRouting
AgentCallIntervention
InboundCallPOPUp
CallBackSchedule&conferencing.

TheAgentReceivethecall,withthescreenbellow,allcustomerinfoaredisplayautomatically

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

f) OutboundCall
CallCenterAgentcancalltocustomerfromthelistinacampaignthatwasassignedbythesupervisor.
Thepredictivedialerintegratedalloutboundprocesses(Telemarketing,Sales,Surveys,andCollectionetc.)

10

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

g) Report

AGENTCDRReport:Agentcanseethecalllog,andabletolistenthevoicerecordfromCDR.

VoiceMailReport:Agentcancheckhowmanyvoicemailfromcustomer

CustomerStatusReport:Agentcanseewhichcustomerhadbeencontacted,bystatus.

11

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

RealTimeStatus

12

TOLL FREE TELECOM (CAMBODIA) CO., LTD.

VI.

TechnicalSupportPackage

Supportpackageischargedannuallyinadvanceforeachperiod.Bydefault,BasicSupport
Packageincludedinquotation.

Description
Basic
Business
Premium
Priceofpackage,%fromSolutioncost,except
15%
20%
25%
ProfessionalServicesandCustomizationfees
Themaximumresponsetime
4hours
1hour
30min
(incidentwith1stpriority)
Themaximumresponsetime(24priority)
8hours
4hours
2hours
Timeofprovision
8am6pm
8am6pm
247
(MondayFriday) (MondaySunday)
Unlimitedincidents
+
+
+
Consultationonfunctionality
+
+
+
Consultationoninstallingandconfiguring
+
+
+
Consultationoncustomization
+
+
+
Identificationofdefectsinthesoftware
+
+
+
Andtransferthemtobeeliminated
Newversionsandcriticalpatchesupdates
+
+
+
Remotesupport
+
+
+
Prioritiesmanagement
+
+
+

Toll Free Telecom Cambodia Co., Ltd.

IT Department
THUOK Sengthay
14 July 2016

13