Call center solution

Jul, 2011

Copyright © Wondershare Software

• A consultancy company provides solutions for information and
telecom technology. Leading in ICT (Information & Communication
Technologies) in Cambodia.
• Design consultancy and optimizing radio network, core network
GSM – UMTS.
• Install and integrate BTS, Node B of GSM – UMTS network.
• Construct infrastructure of In-building network.
• Design and install broadband internet access system
(Wifi, Wimax,…).
• Provide online games and VAS.
• Supply video conference solutions.
Slogan : Make it easy


AsterPro Client
AsterPro Server


• Quick implementation and installation, stable
operation.
• Unlimited number of users.
• Highest scalability and almost unlimited.
• Establish uniform telephony system for businesses
regardless of geographic location.
• Management and interaction application is intelligent
and convenient for users (all done via web interface).
• Application monitors and reports in
great detail by many different criteria.


AsterPro makes it possible to align call
center performance with business goalsƒ
• Consistency in people and process
• Assisted service AND self-service
• Supports revenue growth, customer satisfaction, efficiency
ƒ Provides world-class services without complexity
• Does not require costly and extensive professional services to
implement and manage 3rd party enterprise application integration
(i.e. CRM) – can be achieved with little or no customization
• Provides the benefits of highly-customized unified desktop and
workforce optimization applications out of the box
• Lower total cost of ownership

Flexible contact center
• Agents and supervisors can be located at any site
A contact-center-in-a-box
• Fully integrated ACD, Desktops, CTI & IVR
• Integrated Outbound, Email, Web/Chat, Quality
• Management and Workforce Management options
Inbound/Outbound Voice solution can fit in one
box
• 1 – 50 agent deployments on single processor
servers
• Up to 300 agents on dual processor servers


All contact centers are either …
• Revenue Generating: Earn money by selling
goods or services in an economical and
efficient manner, or …
• Revenue Protecting: Save money by reducing
the cost of providing necessary business
services
Contact centers address a customer’s
ability to retain their current
customers and to get new ones
• Customer retention (i.e. customer loyalty) is
perhaps the key competitive advantage
provided by contact centers


System Administration
• Web-based interface.
• System parameters can be reconfigured.
• Remote control via LAN or internet.
• Remote turn off / restart system and applications.
• User privilege.
• You can view call information input / output (the
number of incoming/outgoing calls), the system
bandwidth, ...


Report
• Caller ID, extension
• The number of E1 line, E1 line status (active /
non-active E1)
• Time start making calls (Date, Time)
• Incoming / Outgoing channel
• Call duration . . .


Voice mail
• Capability to receive voice
messages, each phone number is
integrated voice mail function.
• Every time the phone is busy or out of
"coverage", the call directly addressed
to the voice mail.
• Send noticed mail when having a new
message.


Call forwarding
• Some cases need to transfer a call such
as Call Forwarding on busy, call
forwarding when no answer, call
forwarding immediately, transfer the
call in the presented time.


Caller ID
• This function is useful when someone calls and we
want to know exactly the call from where and in some
cases, we can know who they are.


ACD ( Automatic Call
Distribution )
• This is the most important
feature.


Time and Date
• Calls are controlled by time and
date.
• For example, in company, directors
want to allow employees to use
phone in office hours but overtime
is limited or not allowed to call
outside.


Call Parking
• Call transfer with management.
• There are a middle phone
number who create parking
slot.
• Caller can call the other side
when the middle one transfers
the call to the phone number
that the caller is waiting on it.


Remote Call Pickup
• This feature allows us
from the phone can
receive dial from other
phone ringing.


Privacy Manager
• Numbers programmed to call
some fixed numbers only. The
number not in the predefined list
does not make calls.

X


Black List
• The phone in black list cannot call to
your phone


Agent Extension


Call Status


Call Report


• Application Management


Company Name: K.T.E.K Co., Ltd
Address: 56D3E0E1, Street 230, Sangkat Beoung Slang, Khan Toul Kork, Phnom Penh.
Website: http://www.ktekco.com


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