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

Monday, 11 February, 2019

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Copyright © Connect Seven Solution Sdn Bhd. Slide: 2

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




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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




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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



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



Procurement

Asset & Inventory

Sales

CRM & Ticketing

Interconnect

Convergent Billing

Finance & Accounts

Business Intelligence


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Telecom

Softswitch

OTT

Convergent Billing

BSS / OSS




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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




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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

Copyright © Connect Seven Solution Sdn Bhd.

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

Monday, 11 February, 2019 Copyright © Connect Seven Solution Sdn Bhd.


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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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11 February, 2019

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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Monday, 11 February 2019 · you the friend list who had installed the Apps Phone Book Integration...

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Transcript of Monday, 11 February 2019 · you the friend list who had installed the Apps Phone Book Integration...