TeleStar IP Contact Center Solution. IPCC Business Group of TeleStar

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1 IPCC Business Group of TeleStar

2 Contents Features Corporate Overview TeleStart at a Glance Organizational Structure Concept of TeleStar IPCC Solution TeleStar IPCC Overview Strengths of TeleStar IPCC TeleStar IPCC System Architecture Target Market for TeleStar IPCC of TeleStar IPCC Solution Overview of Proposed System Architecture of Proposed System Key Features of Proposed System

3 01Corporate Overview 1.1. TeleStart at a Glance 1.2. Organizational Structure

4 01 Corporate Overview General Information Corporate Vision Name of company Chairman CNT Tech Co., Ltd. (TeleStar Business Segment/i&Mobile Co., Ltd.) Chun Hwa-seong (master's degree in computer science from KAIST) Date incorporated July 2002 Capital stock KRW946 million People Standardization Core businesses Major clients IP PBX solution / Call-center outsourcing / Mobile-based & web -based ordering system / Farmers' market platform / POS system 100 Korean & multinational restaurant chains and hospitals (e.g. Pizza Hut, Domino's Pizza, Mr. Pizza, BBQ Chicken, etc.) Knowhow Providing of globally-competitive standard services Technology Globalization Development of Core Competency Financials (KRW in millions) Total assets Total equity Capital stock Debt ratio Revenue Net profit Experience ,894 2, % 7, ,724 2, % 7, ,924 4, % , ,977 6, % 12,359 2,282 Corporate History and Achievements Integrated the Interpark s TeleStar IP PAX system; Received the Good Business Award by Small & Medium Business Corporation (2 consecutive years), Replaced the Avaya s existing PBX with the TeleStar IP PBX; Order relaying for 23,000 stores; Received the Prime Minister Award / Best Entrepreneurship for SMEs Award 2012 Order relaying for Lotteria; Received the Best Young Entrepreneur Award / Best Entrepreneurship for Startups Award 2011 Founded Chun Hwa-seong Telecommunication Research (TeleStar IP PBX R&D) Awards Patents Prime Minister Award, etc. Call processing system and method at a call center, Call routing system and method at a call center, etc

5 01 Corporate Overview Finance / Accounting Planning #1 System Operation #1 Digital Marketing #1 Planning #1 IPCC Business General Affairs / HR UTAREM Planning #2 System Operation #2 Digital Marketing #2 UI Development R&D Call Center #1 POS #1 Technical Support Call Center #3 POS #2 Call Center #5 WEB #1 WEB #2 Call Center #6 WEB #3 Call Center #2 Call Center #4 Full-timers IPCC Development IPCC Technology Human Resources IT Experts Mobile Development POS Development Web Development CSR (Customer Service Representative)

6 02 Concept of TeleStar IPCC Solution 1. TeleStar IPCC Overview 2. Strengths of TeleStar IPCC 3. TeleStar IPCC System Architecture 4. Target Market for TeleStar IPCC

7 02 Concept of TeleStar IPCC Solution Overview of TeleStar IPCC Solution A user-oriented IPCC solution that fully accommodates the TeleStar s 11 years of experience in the operation of various call centers A state-of-the-art solution optimized for any call center that excludes all unnecessary add-on features of other foreign products A customizing-friendly solution that is best suited for any client s dynamic marketing environment PSTN PBX FAX Internet Chat Network SMS Data Telephony Engine SIP VoIP G/W Codecs IPCC Engine ACD CTI IVR TTS Recording ACS / PDS FAX DB I/F Web Interface Reporting Monitoring Admin User Interface TeleStar IPCC Service Platform ASP Call-center order relaying Internet order relaying Mobile order relaying CRM & POS integration Call-center ASP cloud Call-center outsourcing Customer satisfaction services Latest IPCC Technology TeleStar IPCC All-in-one Service Convergence Technology - 7 -

8 02 Concept of TeleStar IPCC Solution Reliable system architecture that eliminates various risk factors of existing call center systems Architecture of and issues associated with an existing call center system CTI M/W + 3 rd party Office (IP or TDM) Extension Korean & multinational PBXs RISK R CAPI R CAPI R TCPIP CTI m/w IVR REC DB IP phone CAPI R Telemarketing PC CRM Most competitors' risk-averse area Excessive initial capital expenditure IP Contact Center Excessive maintenance cost No integrated management Adoption of TeleStar IPCC Solution One Vendor VoIP G/W IP-PBX Consistent, responsible management by one vendor SIP IP-IVR IP-REC CTI M/W Reduction in initial capital expenditure Reduction in maintenance cost Integrated operation & management Call DB - 8 -

9 02 Concept of TeleStar IPCC Solution TeleStar IPCC Solution ONE Vendor/ALL in ONE Solution Affordable Price No burden of initial capital expenditureand administrative cost 40% Cost Reduction as opposed to Purchasing of Individual Components Reliable Performance Excellent quality,outstanding performance& proven references In-house Redundancy / Reliability proven through Avaya Replacement Project ONE Vendor All-in-one solution Operational Efficiency Real-time operation through one-stop service Web-based & Integrated Administrator Growth Potential Compatibility with other products through high flexibility In-house Base Technology Flexible Development Services Service Platform Customizing specialized for customer needs IT Convergence Technology Mobile, Web, POS - 9 -

10 02 Concept of TeleStar IPCC Solution TeleStar IPCC System Architecture TeleStar IPCC solution is equipped with diverse sub-solutions (e.g. VoIP gateway, IP PBX, CRM, recording, IVR, CTI, etc.). TeleStar IPCC solution is a full-fledged solution, application development included, that integrates such diverse sub-solutions through customer services. Client TeleStar IPCC Internal DB (CRM/ERP) SIP IPCC ACS IP-PBX IP-IVR IP-REC CTI M/W Call DB Interface CRM ERP DB ISDN (PRI) PSTN Mobile IP Network Firewall Intranet 1 remote control center N remote control centers... Telemarketer / User Administrator Telemarketer management Statistics / List Call-back management

11 02 Concept of TeleStar IPCC Solution Market Segmentation for TeleStar IPCC Solution Overseas market Those clients (e.g. Avaya, etc.) who are reluctant to buy expensive major-brand products Growth in outsourcing of multinational call centers (e.g. India, Philippines, Southeast Asia, etc.) Highly-competitive outsourcing markets (e.g. India, Philippines, Southeast Asia, etc.) where comparative advantages are critical (e.g. price, reliability, operational efficiency, etc.) Domestic market Those clients who incur excessive maintenance cost for foreign solutions Those clients who intend to scale up existing solutions or develop new solutions Those clients who have functionality issues with existing solutions as well as vendor control issues Those clients whose initial capital expenditure is quite burdensome Those clients who want to choose various solution development options (e.g. in-house development, ASP service, etc.) at their own discretion

12 03 Features of TeleStar IPCC Solution 1. TS-PBX 2. TS-CTI Middleware 3. TS-IP IVR 4. TS-IP Recoding 5. TS-Outbound ACS/PDS 6. TS-Display S/W 7. TS-Soft Phone /IP Phone 8. TS-Failover Policy

13 03 Features of TeleStar IPCC Solution TeleStar IP PBX This solution supports the basic features of a private branch exchange (PBX). On top of diverse benefits (e.g. easy installation of telephone line, efficient operation & management, etc.), this solution can process voice calls as well as various multi-media data using IPs. PBX Administrator Screen PBX Configuration Screen Configuration management Security management Key Features Category Description Single number system Inter-system single number system Mutual calls through extensions Automated bypass ACD routing Automated bypass when all lines are busy and when an error occurs CTI call distribution ACD (Intelligent Automatic Call Distribution) routing enabled After a telemarketer's telephone is relocated, related information can be Device management transferred with the telemarketer s login information. Device registration/deletion/modification Convenient operating Web-based remote administrator-level operation screen environment Call tracing Statistical feature Login User configuration System monitoring Extension management Call tracing for extension data State (e.g. inbound calls and distributed calls of telephone exchanges, etc.) monitoring / Statistics Statistical analysis by period / outbound call / time / day / week / month / unanswered call Administrator / general user login enabled Various screens as per each account s configuration options Group configuration (access authority), group authority (user authority), user (Internet) System resource / processor monitoring Monitoring on disk/cpu utilization, etc. Telephone exchange s extension configuration management (number, display name, OB CID) Trunk management Configuration of the interface of a trunk in a telephone exchange with SIP or PRI Others Configuration of inbound/outbound rules & telemarketing groups System security policy configuration, Direct control of server access ports, Security management Security enhancement, etc. Saving of firewall system access logs, error occurrence check, etc

14 03 Features of TeleStar IPCC Solution TeleStar CTI Middleware CAPI (CTI Application Provider Interface) feature: Interface of telemarketing with a client computer s operating environment Integrated monitoring on the performance of all call-center telemarketers, Statistical report, Integrated call distribution management, etc. Intelligent solution s open interface, Multiple interface with other telephone exchange models, etc. CTI Monitoring CTI Graph Statistics Key Features Category Standard API for interface with telemarketing app Pop-up feature Real-time monitoring International standard protocol Modification of telemarketer state Multi-skill routing Line monitoring Call query User statistics Trunk monitor Graph statistics Description Supports a module that can interface with all development tools applicable to a client s computer environment. Screen pop-up for each inbound call Pop-up feature interfaced with a CRM system s client information Real-time query (e.g. number of calls on standby, maximum standby time, telemarketers on standby, extension state, etc.) Supports SIP (Session initiation protocol). State modification for softphone as well as IP phone Multi-skill routing feature Real-time monitoring on trunk, extension and group state Monitoring on extension-based call queries and process state Search by group / by extension and Traffic statistics Traffic graph monitoring by trunk Graph monitoring and statistics by extension / by group

15 03 Features of TeleStar IPCC Solution TeleStar IP IVR Multi-scenario analysis and Large-scaled solution with superb scalability Individual scenario analysis and processing state monitoring for each port IVR Port Monitoring / Port Control IVR Call-back Feature Calling Client We are sorry. Our business hours are over. Please leave your contact. IVR DATABASE Date:2012/01/01 Time:19:30:00 Number: Key Features Category Statistical feature Description Various statistical check (e.g. inbound call, etc.) on a web-based administrator tool Monitoring on call statistics by channel / by time frame Display of call counts and their total by time frame / by day / by date / by month / by project Exporting of the query details screen to XML & Excel Real-time revision and application of call scenarios Service Start/Stop by channel Channel state monitoring (e.g. channel occupation, processing stage, etc.) Administrator feature Statistical support (e.g. by channel, by time frame, by day, by date, by month, etc.) Exporting of call statistics (XML, Excel ) Automatic data transmission to statistics server Monitoring feature Call-back feature TTS feature Automatic recognition of business hours Real-time display of channel state Display of channel occupation rate and occupation rate by service Display of the name of current page/process by channel while the service is running after receiving an inbound call No restrictions on the number of channels monitored Transfer of channel state to multiple administrator screens / monitoring screens Saving of automatically-recognized client phone numbers while absent Automatic voice message if any telemarketer cannot be connected for a certain time AND Notification of a corresponding cell phone number to a telemarketer Automatic recognition of business hours Text-To-Speech feature (default: combined value type) Different scenarios for during business hours and out of business hours

16 03 Features of TeleStar IPCC Solution TeleStar IP Recording File creation of or searching for various processing results at IP-PBX and CTI Recording feature through administrator authority and security management Client dispute risk management and Operational management for better telemarketing quality REC Recording & Query / Listening / Backup Key Features Category Recording / query / listening User management Additional attribute management Backup feature Description Real-time recording state monitoring by channel / by user Search by various search conditions (e.g. year/month/day/time, telemarketer, group, team, etc.) A recording file will be automatically played after it is retrieved and clicked. Basic configuration (e.g. telemarketer s department/group/part, extension, ID, PW, user authority, etc.) Merging into an integrated account to allow a telemarketer to interface with CTI or agent application (optional) Due to the nature of a recording server, it is generally essential to interface the server with a telephone exchange. Entry of additional user attributes (e.g. channel state, IDF or MDF cable number, terminal number, etc.) Convenient, user-oriented maintenance feature for any disconnection Bundled downloading feature for the backup of recording data: Automatic / manual / batch backup Real-time data backup to both a recording system s HDD and an external HDD disk AND Notification of more than 70% of such backup to administrator Pre-QA list / post-qa list / past QA list management History management For more efficient QA activities and management (optional) User access history management Management of user s system access history

17 03 Features of TeleStar IPCC Solution TeleStar ACS/PDS Comprehensive interface with inbound telemarketing environment Optimal blending of inbound and outbound calls Various calling techniques and multi-campaign features Effective marketing through efficient utilization of internal resources ACS / PDS Client (Client Call Number Upload) ACS Auto Call Listening to music COUNSELOR Category Web-based operational management Various calling techniques Description Overall ACS & PDS configuration on the administrator screen Integrated operational management (e.g. campaign management, user ID configuration, statistics, recording, monitoring, etc.) Preview, Predictive, Progressive, ACS/PDS calling Over 95% detection (detection of wrong number, FAX and sound effect) (ACS/PDS) Call waiting PDS Connecting to a telemarketer Campaign Running Administrator Key Features Various campaigns PDS (Predictive Dialing System) A server automatically makes calls and accordingly distributes only the connected calls to those telemarketers on standby. Any call will go outbound only when there is any telemarketer on standby. The more the number of telemarketers, the higher the efficiency. PREV (Preview) As an administrator distributes client DB to a telemarketer, the telemarketer communicates with a client while viewing his or her information. ACS A server automatically makes calls and accordingly plays a certain voice message to a client. Any telemarketer is not required, and certain operational time frame shall be configured. A list of target clients is automatically printed so that any telemarketer can perform outbound telemarketing. APDS (ACS+ PDS) A server automatically makes calls and accordingly plays a certain voice message to a client. If the client wants to communicate with a telemarketer, a call is connected to the telemarketer. IN / OUT blending Sharing of inbound/outbound telemarketing resources Real-time blending of inbound/outbound calls Black list DB management The phone numbers of those clients registered on the black list are managed. When creating a call list, such clients on the black list will be excluded. IP / TDM compatibility Compatibility with both IP-based calling and TDM board based calling

18 03 Features of TeleStar IPCC Solution TeleStar Display S/W Real-time interface of a single-environment call center or multi-environment call centers with the CTI s actual operational data Display of various data (e.g. client response data, on-hold customer data, alarm, etc.) on the big screen in a call center Display S/W Display of Call Center Data CTI Administrator's PC #1 Display server Category Description Monitoring on Statistical analysis by telephone exchange and by telemarketing group telephone exchange / Statistical analysis by group (e.g. clients on standby, login, calls on standby, break telemarketing group time, busy line, etc.) Display Administrator's PC#N Integrated statistical monitoring Statistical monitoring Providing of certain data (e.g. inbound calls, responded calls, abandoned calls, response rate, etc.) by group Alarm feature Notices An alarm will go off when connection of any call on standby to a telemarketer is Display S/W - Development of Additional User Environment Key Features Scale-up delayed. Providing of real-time information / data interfaced with various middleware Providing of intuitive information based on diverse graphs Identical display screen on general PCs Management Various configuration modification with separate management tools Modification of screen title / display time / display sequence Real-time and preset notices Convenience Easy installation with simple configuration Identical display screen on administrators PCs Display Customizing of display method

19 03 Features of TeleStar IPCC Solution TeleStar IPCC Softphone / IP-Phone In-house development of softphone Diverse features (e.g. receive a call, make a call, state modification, etc.) Excellent compatibility of TeleStar Solution: IP-25X (domestic market share of 60%) and other types of IP phones Category Description Model: IP-25X (compatible with other models' standard SIP modification) Make a call Receive a call Hang up a call Enable / disable call forwarding Hold / redial Conference call State modification Login / logout Key Features International standard protocol LCD screen Efficient remote control International standard codec Telephone login International standard codec VoIP phone based on SIPv2 (RFC 3261) LED screen Extension & CID check enabled Supports administration screen (WEB). Password configuration by extension, Login/logoff, etc. QOS configuration enabled Embedded volume control in administration screen and telephone Supports G.711, G.723 and GSM. When a telemarketer's telephone is relocated, the telemarketer s basic information (e.g. login, etc.) is accordingly transferred. Superior call quality based on various codecs CAPI (Computer Application Provider Interface) Compatibility with telephone exchange Upgrade Integrated management with telephone exchange operation tools Ongoing upgrading of firmware CAPI is an interface software that allows a user to control and process a variety of call-related information processed by a CTI vendor s PBX on his or her computer. TeleStar provides all open interface modules that support every client s C/S-based & web-based computer environment. In addition, separate customizing is provided

20 03 Features of TeleStar IPCC Solution Failover of TeleStar IPCC Dual-LAN structure: 1 st port for real-time state/db mirroring AND 2 nd (common) port for one virtual IP configuration A client s all client modules are connected to a sever through one virtual IP so that continuous service can be provided when any hardware error occurs. Active & Hot Standby redundancy systems applied to an All-in-one system (PBX + CTI + IVR + REC) (in-house technology) PBX IVR REC Call Center Active OS TeleStar Error IPCC All-in-One (PRIMARY) Telemarketing CRM Call state Inbound number Outbound number Other service information Database Real-time Mirroring TeleStar Virtual IP Continuous Service Active Standby OS PBX IVR REC Real-time Mirroring IPCC All-in-One (SECONDARY) Call state Inbound number Outbound number Other service information

21 Thank you. Address (new format): 3F, 251, Jeungsan-ro, Eunpyeong-gu, Seoul, Korea [Zip code] / Address (old format): 3F, , Jeungsan-dong, Eunpyeong-gu, Seoul, Korea homepage : goodcti@cntt.co.kr