Monday, 11 February 2019 · you the friend list who had installed the Apps Phone Book Integration...
Transcript of Monday, 11 February 2019 · you the friend list who had installed the Apps Phone Book Integration...
Presentation by:
Shaniur T I M Nabi, CEOMonday, 11 February 2019
Introduce Connect Seven Solution
Existing Solutions
Upcoming - R&D
Partnership Opportunities
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Established in 2010
Malaysian registered MSC status company dealing in the field of
telecommunication service
software development
high-tech R&D in the ICT sector and managed services
Head Office in Cyberjaya, Malaysia
Started off as a Telecommunication and Business Process Automation Solution Provider
2011 – Achieves MSC Malaysia status
2013 – Pioneer Status Awarded by MIDA
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Operational in 8 countriesAfghanistan
Call Centre, Enterprise Solutions, Government, BI
AustraliaEnterprise Solutions, Education, BI
BangladeshTelecom Sector, Government, BI, Call Centre, Enterprise Solutions
Hong KongTelecom Sector, Call Centre, Government, BI, Enterprise Solutions
IndonesiaCall Centre, Enterprise Solutions, Government (..2017)
MalaysiaTelecom Sector, Government Projects, BI, Call Centre, Enterprise Solutions
ThailandEnterprise Solutions (Healthcare)
SingaporeEnterprise Solutions, BI, Call Centre, Telecom Sector
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Industry FocusTelecommunication
Soft switch, Convergent Billing, MVNO, VAS, Call Centre, Hosted Services, OTT Services, Legal Intercept, System Integration, Business Intelligence, Turn Key Projects
GovernmentIntra Communication, Encryption, Data Security, Facilities Management, ERP
Defence (P&C)☺
SME SectorRetail Solution, Web Apps and Mobile Apps, Business Intelligence
HealthcareRemote Health Management & OPD, Business Intelligence
ManufacturingFactory Automation with ERP
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Telecom
Softswitch
OTT
Convergent Billing
BSS / OSS
ISP/IPTSP ERP & Billing
ICX / IGW ERP & Billing
Enterprise
ERP (General)
Call Centre
CRM
Ticketing
SI / BI
Clinic ERP
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TelecomSoftswitch, Raptor
• Telco Softswitch
• Pre-paid Rating
• Wholesale & Retail
• ICX / IGW Routing
• LI Compliant
• BTRC Reports
OTT, Gabriel
• End-to-end encryption
• Messaging Solution
• Multi Branding
• Mobile Wallet
Convergent Billing
• ICX / IGW / IPTSP
• Prepaid Internet
• PPPoE / BRAS
• L2/L3
• FUP Policy
• Auto Provisioning
• BTRC Reports
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Telecom (2)OSS & BSS, TouchPoint
• Convergent Billing
• CRM & Ticketing
• Provisioning
• Mikrotik, Cisco, Juniper
• Mediation
• Fraud Management & Revenue Assurance
• BTRC Reports
ISP / IPTSP ERP
• IP & POP Management
• Site Survey &ROI Calculator
• CRM & Ticketing
• Fleet Management
• xDR Data
• Sales & Lead
• Procurement, Warehouse & Asset
• Finance & Accounts
• BTRC Reports
ICX / IGW ERP
• IP & POP Management
• Interconnect Billing
• Vendor Invoicing
• CRM & Ticketing
• CDR Data
• Whole Sale Accounts
• Procurement, Warehouse & Asset
• Finance & Accounts
• BTRC Reports
CSS Telecom Solutions for Bangladesh Market
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Business Support Systems (BSS)
Master Data
Lead & Sales
CRM & Ticketing
Procurement
Warehouse & Asset
IP & POP
Site Survey & ROI
Finance & Accounts
Reporting
Convergent Billing
Bill Invoice Cycle
Payment Tracking
Pre-paid / Post-paid
Fraud Detection
Revenue Assurance
Package & Tariff
OSS
Provisioning MediationPayment Gateway
AAA
Softswitch
Call Centre
VAS
Raptor 2.0
Is an IP based soft switch solution
Provides comprehensive features for handling voice and video on Bangladeshi IP network (BDIX)
Reseller management, corporate client management (ex: banks) and retail client management (home users)
Supports pre-paid & post-paid customers
Comes with complete billing solution
Compliant with all BTRC regulations
LI compliant
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Telecom
Softswitch
OTT
Convergent Billing
BSS / OSS
ISP/IPTSP ERP & Billing
ICX / IGW ERP & Billing
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Home Users
Bank and other corporate users
Call waiting & call forwarding
Customer Portal
Integrated with online payment (BKash, VISA, Mastercard etc)
Meets all BRTC requirements
ICX & IGW configurations
TouchPoint Convergent Billing and Provisioning Solution is designed for
Mobile, PSTN and IP Telephony domain.
This telco-grade solution is independent of the size of
subscriber baseswitching pointsaccess nodes and service types.
The XDR based billing solution allows the TSPs to generate converged invoices to any number of service types.
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Telecom
Softswitch
OTT
Convergent Billing
BSS / OSS
ISP/IPTSP ERP & Billing
ICX / IGW ERP & Billing
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Convergent Billing
Payments
POS
Voice, Data & Content
InvoicingPre/Post Rating
Credit Control
Revenue Assurance
Mediation
Package Builder
TariffPeriod Control
Bonus
Customised for ICX, IGW, ISP & IPTSP
Generates invoices as per BTRC regulations
Supports pre-paid as well as post-paid accounts
Ability to provide pre-paid internet service
Volume & time based
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ISP BillingPre-paid InternetAuto suspend because of non-payment
Speed throttle as per Fair Usage Policy
Auto activation with overdue bill payments
All BRTC billing reports
Reseller Invoicing
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Billing Verification
• Invoice Verification
• Data Bundle Verification
• Pay-TV and Video
• Outbound & Inbound Roaming
• Irregular Behaviour
• New Offer Verification
Whole Sale Verification
• Termination Revenue
• Outbound Trunk Cost
• TAP Out, TAP In
• MVNO Usage Revenue
• MVNO Hosting Cost
Interconnect
• Ghost Trunk
• Ghost Numbers
• Voice Termination Abuse
• SMS Termination Abuse
MediationRevenue Assurance & Credit ControlBilling and InvoicingCustomer RegistrationProvisioning & FulfilmentPackage & Tariff ManagementCustomer CarePurchase, Inventory & HR ManagementFinance & Accounts ManagementComprehensive ReportingBusiness Intelligence and many more
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Telecom
Softswitch
OTT
Convergent Billing
BSS / OSS
ISP/IPTSP ERP & Billing
ICX / IGW ERP & Billing
Site & IP Management
Procurement
Asset & Inventory
Sales
CRM & Ticketing
Fleet Management
Convergent Billing
Finance & Accounts
Business Intelligence
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Telecom
Softswitch
OTT
Convergent Billing
BSS / OSS
ISP/IPTSP ERP & Billing
ICX / IGW ERP & Billing
Procurement
Asset & Inventory
Sales
CRM & Ticketing
Interconnect
Convergent Billing
Finance & Accounts
Business Intelligence
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Telecom
Softswitch
OTT
Convergent Billing
BSS / OSS
ISP/IPTSP ERP & Billing
ICX / IGW ERP & Billing
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CRM (Customer Relationship Management)
Customer Management
Subscriber Data
Trouble Tickets
Registration & Activation
Campaign Management
Voice / SMS Blast
Call Centre
ACD/IVR/CTILive
DashboardSupervisor
Tools
Mobile App based messaging platform
Works on Bangladesh 3G/4G network
Can be used as WhatsApp replacement
Can provide merchant accounts like WeChat and LINE
Support Advertising Revenue
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Telecom
Softswitch
OTT
Convergent Billing
BSS / OSS
ISP/IPTSP ERP & Billing
ICX / IGW ERP & Billing
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Features:Phonebook matching
Individual Chat (Geo Location, Pictures, Movies)
Group Chat
Call back Triggering
Client to Client Calls (HD Voice)
Client to Client Video Call*
Client to Phone / Phone to Client
Audio Conference
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Using SMS to verify if the customer own the register phone number
The phone number will be use as the ANI for making any phone call from the Apps
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User Input Phone number
System send an SMS to authenticate
Input Authentication Code received into
the Apps
Registration Complete
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The user can make call to any destination via the mobile internet or Wi-Fi
Using iLBC or SILK as the codec. Bandwidth usage
Require bandwidth @ 60kbit/s
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Phone Book Matching
The Apps will match your friends phone number with the server, and provide you the friend list who had installed the Apps
Phone Book Integration
Allows to make calls to anyone on your phone book
Select Phonebook
Click your friend in phone book
Make Call
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Customer can select the following call functions
Free Call (Client to Client Call)
Paid Call (Client to ANS call)
Video Call (Client to Client)
For all client to client calls, it can be free or chargeable.
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Text MessageSupport emoji, Unicode (JCK)
Send Pictures
Push to Talk Function
Geo Location
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Payment via scratch card or soft-pin
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Multi-channel top-up
Traditional top-up card
Mastercard
VISA
bKash
OptionallyAny other payment solution providers in Bangladesh
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OTT Voice & MessagingMakes the app popular and frequent to useBuilds huge customer base
Revenue StreamPhone callsAdvertisementContent purchase
StickersJokesCelebrity Premium Updates
eWallet / Paymentx% commission from withdrawal transactionsFree in-App transactions
Complete Solution
OTT Voice
Messaging
Payment
eWalletPhone Service
Content
Advertise
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Customer Self Service
Call ManagementCall forwarding
Voice Mail retrieval
Low cost SMS
Pair with operator’s number
Get free DID if registering from other ANS
Roaming over OTT
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EnterpriseERP, VantagePoint
• Retail
• Supply Chain
• Manufacturing
• E-Commerce
• Asset
• Facilities
Call Centre, CentrePoint
• Hosted or On-Premise
• Integrated CRM
• Dashboard
• Tele Survey
• Tele Campaign
• Preview Dialing
• Info pop-up
CRM, TouchPoint
• Lead Management
• Opportunity Management
• Sales Quotation
• Sales Invoice
• Ticketing
• Integrated will Call Centre
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Enterprise (2)Ticketing
• Customer Data
• Ticket Escalation
• Teams and Departments
• Email, SMS & Web channel
• FAQ & Knowledgebase
• Agent Tips
• KPI
System Integration & Business Intelligence
• Legacy System Migration
• Project Management
• Information Management System Deployment
• Visual Data Analytics
• Information Integration
• Data Mining
• Self Generated Alerts
Clinic ERP
• Patient Data
• Health Profile
• Appointments
• Patient Self Service Portal
• Invoicing
• Online Payments
• Prescriptions
• Pharmacy Management
Built on powerful Openbravo (open source) project
Custom VerticalsTelecommunication
Integrated with OSS
This is the total BSS
RetailMultistore, e-Commerce, Supply Chain, Customer Loyalty
HealthcareSmall Clinic Management
Out Patient
ManufacturingFactory Automation
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Master Data
Products
Services
Bar/QR Code
Vendor
Customer
Employee
BOM
Taxes
Procurement
Requisition
Sales Order
Sales Invoice
Multi Level Approval
E-Procurement
Vendor Ranking
Return to Vendor
Sales
Quotation
Quote Approval
Sales Order
Sales Invoice
Recursive Billing
E-Commerce
Goods Return
Returns & Exchanges
Customer Loyalty
Inventory
Multiple Warehouse
Storage Bins
Pending Goods
FIFO
Expiry Management
Shipment
Goods in Transit
Production
Production Lines
Machines & Work Centres
Maintenance
Wastage
Costing
Quality Control
Material Requirement
Work Incidence
Finance
Payable & Receivables
G/L Journal
Trial Balance
PL / Balance Sheet
Budget
VAT / GST
Credit Control
EMI
Chart of Accounts
HR
Payroll
Appraisal
Evaluation
Training
Leave & Holiday
Allowance & Deductions
EPF / SOCSO
Self Service Portal
Project & Service
Phases
Tasks
Project Orders
Budget
Expense Tracking
Internal Expenses
Asset Management
Asset Register
Asset Booking
Asset Maintenance
Depreciation &
Amortization
Evaluation
Serial Numbering
RFID, QR & Bar Codes
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Site Management
Site Survey
Site Evaluation
Site Acquisition
Asset Register
Site Decommission
IP Management
Subnet Management
IP Distribution
Auto Provisioning
Conflict Management
Service Management
Trouble Ticket
Link Performance
Link Optimisation
Convergent Billing
Mediation
Rating
Re-rating / Dispute
Resolution
Whole Sale, Corporate &
Retail
Credit Control & Revenue Assurance
Package Builder
xDR
NOC Management
Network Status
Incidence Management
Customer Provisioning
Activation / Deactivation
iBIP
Management View
CTO View
Finance View
Helpdesk View
Command Centre
Alert Centre
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Is an IP based hosted call centre solution
Provides comprehensive features for handling voice
Enables real-time agent and call centre performance
Provides advanced Access, IVR and ACD functions
Is implemented as an On-demand / Software as a Service (SaaS) model
Delivers contact centre solutions for small and medium size enterprises (SME), eliminating their need to:
purchase or host on-site Telco equipment
rent inbound telephone lines
plan expansion months in advance
On premise Call Centre
High CAPEX for the end user
All agents must work from a fixed location of the call centre
Required upgrades and updates
Difficult to expand
Relocation is a major hassle
CentrePoint Hosted SolutionPay as you go – OPEX model
Agents can work from home using any 3G, ADSL, Fibre or a reliable broadband connection
Easy expansion – pay and increase capacity
Always available on the move. Physical location of the call centre is irrelevant
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Comparison from end user perspective
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TDM-IP
VoIP Gateway
Other IP Traffic Sources & Outbound
Calls
CentrePoint ServersApplication, billing & other services
Incoming Call
Local
Remote
Support Agents
SMECentrePoint Subscribing
Companies & Agents
IPNetwork
AirTel
Hotline Number
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Local Access / IDD
IVR ACD
CentrePoint Services
Internet
Agent 1
VoIP / CTI Application
Agent 2
VoIP / CTI ApplicationCompanyDatabase
Company A
Company C
Company B
VoIP / Data
VoIP / Data
VoIP / DataVoIP / Data
Upcoming Call Centres
Start up business
Looking for few seats per month with no upfront cost
Businesses wanting small in-house call centre
As low as one seat
24/7 IVR and call management
Nationwide hotline number for sales and support
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Interactive Voice Response (IVR)
Multi-lingual support
Multiple levels of menu offered for selection via touchtone input
Call transfer to ACD, another IVR call-flow, voice message box or specific agent
Automatic call Distribution (ACD)
Configurable hold timesTransfer to IVR for exit handlingTransfer to voice message boxConfigurable prompt while on holdConfigurable hold music, ring tone, busy toneOverflow to Alternate ACD or IVR to permit backup agents for busy periods
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Inbound Call Management
Hotline routing for IVR or ACD handling
Agent can Answer call, hold call, park call or transfer call
Statistics related to inbound call handling captured for performance reporting
Outbound Call Management
Calls may originate from Agent
Call may originate from Outbound Call Campaign
Statistics of Outbound Calls captures for performance reports
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Hotline RoutingInbound number assigned to IVR, ACD or named agent
Alternate routing based on hours of operation
Multiple hotline numbers to same routing (local and toll-free numbers)
Agent-to-Agent Communications
Text Chat
Intercom
Silent Monitoring
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Voice Messages Recording / Playback
Company wide voice message box for after hours messages
ACD specific voice message box
Agent specific voice message box
Agents assigned to an ACD may listen to messages for that ACD
Campaign Management / Predictive Dialling
Blended Outbound and Inbound campaign supportBased on Imported Contact ListAdaptive algorithm adjusts based on:
Number of available agentsAverage talk timePercentage of successful call connectionsAverage time on the ACD
Contact Centre Performance ReportsAd-hoc or Scheduled
Scheduled sent via email
Email formats of reports include: PDF, CSV, XLS, TXT and RTF
Reports includeCall Supervisor
Incoming Calls By User Report
Outgoing Calls by User Report
User Call Detail Report
User Call Summary Report
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Reports includeQueue (ACD)
Abandoned Call Profile
Answered Call Profile
Profile of Average Wait to Answer
Profile of Calls Entering ACD
Maximum Wait to Answer
Distribution Queue Performance
AgentsAgent Availability Detail
Agent Availability Summary
Agent QueueAgent Performance Detail
Agent Performance Summary
IVRIVR Summary By Date
IVR Summary Abandoned Report
Fax-on-Demand Detailed
Fax-on-Demand Summary
Real-Time AlertsConfigurable Alert Thresholds related to conditions of the:
VCC application for the Subscribing Company (SC)
SC Agents performance
ACD queues
Supervisor notified if an alert condition is reached
Voice Recording for Inbound / Outbound CallsSelected by Administrator on an agent basis
Retained on the VCC servers for configurable number of days
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Incoming Call Handling
AnswerHang-upHoldTransferParkMute
Display / Set Agent StatusText chatAgent List with Status
Calls Queued / Agents Online Stats
Auto Answer Enable/Disable
Agent-to-Agent Intercom
Status / Event Scroll Back Display
Support for External Phones
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Broadcast message to all online agents
Alert View / Acknowledge / History
Summary Statistics
Current Total Calls
Today’s Total Calls
Current IVR Calls
Current Calls on Queue
Current Max Waiting TimeToday’s Max Waiting TimeCurrent Longest Talk TimeToday’s Longest Talk TimeCurrent Call on HoldCurrent Longest Call on HoldToday’s Max Hold TimeNumber of Calls on ParkToday’s Number of Dropped Calls
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Agent Performance Statistics
Agent NameInbound: Current Caller IDOutbound: Current Called IDAgent StatusLogin TimeLogout TimeLast Status Change TimeToday Talking DurationTotal CallsCurrent Talking Duration
ACD Performance StatisticsACD Queue NameACD GroupNumber of:
Agents logged inBusy AgentsAvailable AgentsNot Available AgentsCurrent CallsParked CallsDropped Calls
Current Max Wait DurationToday Max Wait Duration
Call Mark Solutions Sdn Bhd
25 Agents
Serving 6 different companies in 7 projects
Services provided:
Inbound Support
Outbound Tele Marketing
Lead Generation
Appointment Setting
Average numbers of calls handled per day: 1900+
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Before CentrePoint implementationAll agents had to work from their call centre
Surcharge paid to agents working late night shifts
In-house servers with a server room24/7 power consumption even for times there were no night shifts
1 dedicated IT staff memberSupport issue if IT staff calls in sick or on leave
Moving phone numbers to a new location costs extra charge and 4 weeks notice
Initial system was built for 15 agentsAdditional hardware and software license was required for upgrading
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CentrePoint introduced instead of upgradingAgents have the flexibility to work from home
No more late night surcharge payment
No need for a server room
No need for full time IT staff24/7/365 support from CSS
They were able to move their office to a new suburb without any service disruption
Pay-as-you-use service modelNever worry about hardware or software license upgrades
New agents can be added in less than an hour
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CentrePoint introduced instead of upgrading
For peak projects Call Mark is able to take in more trunk lines and agent seats in ad-hoc basis
Call centre physical location is only used for training and project kick-offs
After one week of project kick-off, all agents connect from home
Supervisor can monitor all activity from anywhere
Real time alerts and service reports are accessible remotely
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Questions? Comments?
Presentation by:
Shaniur T I M Nabi, CEOMonday, 11 February 2019
Connect Seven Solution Sdn Bhd (924787-D)
Unit C-02-06, iTech Tower, Jalan Impact, Cyber 6,63000 Cyberjaya, Selangor, Malaysia.
Tel: [email protected]
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