TUSY CALL CENTER SOLUTION

TUSY provides an end-to-end communication solution that will keep you ahead of competition. Based on Windows NT our CTI solution is robust and highly scalable-whether for your call center, e-commerce or back office application. Our CTI solution supports as many users as your company can have. And as your business expands our CTI application supports the growing demands of your business. That means no disruption. No interruption. No Degradation in connections, functionality or performance. 

We at TUSY are completely open in development environment for your communication solution. We don't get locked into proprietary system. Our technological partners are leaders in the area of different CTI solutions. We choose the right communication components that best suit your business... and add new components as your business demands grow and change.

Our CTI solutions make your company more efficient, streamlining your internal business processes and eliminating redundant information system. Your employees and customers will be more satisfied by faster, 24hrs/7days, personalized response resulting in higher productivity and increased sales. That's because we let you manage, integrate, and customize all your communication demands. Offer easy self-service... integrate alt your incoming and outgoing communication from voice to e-mail to fax... link every contact to a complete customer profile... voice-enable the Web... and much more. No matter how your customer, employees, or vendors get in touch with you, it's all managed by us- so that critical information is available to a person anytime anywhere. When you deliver convenient access to information your customers are more satisfied and more loyal...your employees and partners are more productive—and your business will increase and stay a step ahead of the competition

Solutions at a Glance

· Unified Communication solution

· Complete Call center solution (Contact center) with Web Integration

· PC Based PBX System

· Interactive Voice Response (IVR) System

· Automatic Call Distribution (ACD) System

· Auto Attendant/Voicemail system

· Call Logging (Call Recording)

· Enterprise FAX solution /Voice over IP gateway

Our experienced team is in the unique position to offer you mission-critical consultancy and implement projects efficiently, ensuring that your project is designed to allow for future innovations. We aim to devise solutions that will guarantee the success of your company. For assured success we will:

Assist you by providing comprehensive training and support

Ø Get into a detailed study of your existing infrastructure.

Ø Consider your individual requirements.

Ø Work out the most futuristic and cost effective solution for your Company.

Ø Give you independent and objective advice.

Ø Prepare and present a detailed Project Report with most suitable

Economical and scalable options to the management.

Ø Give you the competitive edge.

Ø Implement the Project Successfully in time.

Schematic

Businesses today compete on customer service and productivity. Many organizations are actively looking for ways to improve their interactions with the world. They need applications that integrate communications services into their front-line operations

The phrase computer telephony (CT) refers to the systems that bridge telecommunications and information processing networks to deliver improved communication services. CT systems typically are built with open computing platforms, software, and components and are therefore more flexible and scaleable than traditional, proprietary telephony systems.

A CT server is a completely open, standard-based communications server. It gives businesses the freedom to pick and choose communications applications and technologies that fit their needs and requirements just as they can choose products to run on their database servers and desktop PCs.

TUSY CT server in the future Office/Help Desk/Call Center

With the recent spread of a "one-to-one" marketing concept, the rising computing power of computer telephony equipment and its continually decreasing cost, CT technology has become more and more popular, helping you speed up call handling, raise your service quality, and better utilize human resources. CT technology also brings you splendid profit through higher rates of repeated orders from previous customers and more effective target customer analysis. CT Integration infrastructure features new applications such as Automated Dialing, Call Routing, and call/data coordinated transfer that were not easily achieved before. With flexible expandability, the cost of adding CT function modules becomes negligible. For the first time, with this advanced Technology and the affordable price, a small business is able to use CT Technology to minimize the cost, maximize staff productivity and implement a "one to one" marketing approach. On a single CT server, your company will be able to run several interoperable applications with the following features:

• By identifying the extension number entered, a simple multi-lingual Auto-Attendant can transfer the call to the correct personnel without going through the operator. To receive some general information, Auto-Attendant will prompt the caller to IVR or FOD system to retrieve what they need.

• The ACD function detects the status of agents and automatically distributes incoming

Calls to the service agents in an even manner or by skill-based routing.

• When all lines are occupied, the "Hold Queue" function helps to avoid hanging up by customers who are in queue, and plays pertinent information or providing a way out while they are waiting. More than keeping those on-queue customers, a queue statistics report helps the management team to evaluate whether the manpower or equipment are enough for the call volume.

• Send and receive faxes at your desktop.

• Your employees can handle all incoming messages on their PC through one single

user interface, whether they are voice message, fax, or e-mail.

• Predictive Dialing searches the qualified numbers and automatically dials out.

• "Voice Broadcasting" will call customers and broadcast the voice message

automatically. The system can detect the line status and respond accordingly

• "Fax Broadcasting" will automatically send faxes to customers.

• Call a customer or set up a conference call with a click of the mouse.

• Transfer a call to another department with a mouse click.

• Manage your phone, fax, and e-mail messages on screen or listen to them all over

your cell phone on the way home.

After understanding client requirements, we propose our CT server as the complete most advanced, efficient and scalable Computer Telephony solution for their call center.

The project will include the integration of REQUIRED NO OF Ports in the CT Server, Giving you the complete Turnkey Call-Center and Unified messaging solution.

The Setting up of TUSY's CT Server will incorporate advanced integrated CT application

features like:

• PC-PBX system

• Auto-Attendant

• Interactive Voice Response (IVR) System

• Automated Call Distributor (ACD)

• Voice Mail System

• Unified Messaging System (UMS)

• Fax Server / Fax-On-Demand (FOD)

• E-mail Server/ Web Mail

• Call Center

• Operator Console Module

• User Console Module

Graphical User Interface

CT server's User console gives you complete call and message control from your desktop. Take calls, forward, transfer or screen your calls at a click of a button. Graphical voice mail management lets you access voice messages in any order you choose. CT server lets you point and click to dial, or use the electronic phone directory so as to quickly call your important contacts just by clicking on their mail.

Multi-line Call Control

With CT server, you manage your calls through graphical interface. Place calls, transfer, and record, put on hold and send to voice mail; all with a click of a button. Handle multiple calls on the screen at the same time. Avoid Interruption when you are on important calls- your receptionist can easily monitor who is on the phone or in Do Not Disturb Mode. CT server processes multiple calls efficiently, making your entire

Enterprise Fax Solution

Fax Mail

The solution gives you flexibility in managing your fax documents. It can serve as a centralized location to receive alt faxes, and/ or enable individual Mailbox owners to store faxes in their private Mailboxes. Faxes are stored with time and date stamps. User can retrieve fax from any phone, forward them to another fax enabled Mailboxes, or print them at local or remote fax machines.

Fax-On-Demand

The fax on demand feature is essentially a self-service information library that lets callers retrieve documents containing company or product information round the clock with the touch of a button. Enterprise fax solution confidentially receives and stores incoming faxes in your inbox. The private faxes are available from your telephone or PC.

Faxes can be viewed from the desktop, can be forwarded, replied to or appended. Simple point and click controls let you download, print or send to a fax machine, save delete or un-delete from your desktop. Faxes can be stored with voice messages and e-mails in project folders within your outlook/exchange application

Web Browser Interface

CT server lets you check voice mails, e-mails and faxes or manage personal settings anywhere in the world via the Internet... regardless of your web Browser or Operating System. Log on at an Airport Kiosk, Client site or hotel and listen to your messages, or change options such as call forwarding, recorded greetings. Do Not Disturb and Voice Mail options.

Full-Featured Voice Mail

The CT server gives you the most comprehensive voice mail system available - standard, at no extra cost! Create personal greetings, set passwords, login remotely and return calls without looking up phone numbers. CT server also gives you access to your voice mail, identifying each caller and showing you a list of your messages on your screen. Easily save, delete or forward messages, or hear them over your phone or PC's

speaker. With CT server you can combine Windows based file management with voice-mail control. Sort voice message into folders or share mailboxes among users or groups.

"Follow me" Call forwarding

Being reachable is essential for today's mobile and virtual office professionals. CT server lets you easily forward calls to an internal or external number, or have them follow you on your travel. You can also define a call routing path that tries you at several locations such as home, the car or your pocket cell-phone. Remote call screening lets you accept

or decline calls to maximize your valuable time even when you are on the road.

Automatic Call distribution ACD

Traditionally, small businesses have not been able to afford ACD. With the CT server your call center teams can work more efficiently white improving service to your Customers. Distribute incoming calls to groups of sales or support staff. Play custom hold messages for callers. Agents can view a list of active and queued calls and take the next call or select a priority call from the list. The CT servers' multi-level Auto-attendant ensures that calls are always routed to the most appropriate group.

Internet Telephony VOIP Gateway

Based on the standard H.323, The CT servers built-in IP gateway routes calls over the Internet or Intranet. This saves you money through bypassing long distance tolls, reducing wiring costs and making dialing branch offices as easy as catling an extension down the hall. The CT server also lets businesses enhance their e-commerce strategy by implementing web-based call centers.

Call logging and reporting

The CT server logs all calls unless you enter helpful call notes for your records. Use your personal call logs to keep up to date with your important contacts. Track whom you called, who has been calling you and who needs to be re-contacted. Call them by simply clicking on their entry in your call log.

Multilevel Auto attendant

CT servers Auto Attendant provides friendly and efficient call answering. Use it to handle all your calls, or use it just when needed when your receptionist is away, or after hours. Its voice-guided system is easy to use. Callers can dial an extension directly. You can set up different Auto attendants or multiple inbound lines and set up multilevel venues.

Automated fax detection re-routes faxes to your fax machine or server.