Unified Contact Center Suite

Enhance Customer Experience & Optimize Business Processes

 InterDialog UCCS
To provide a truly world class experience to your customer in a increasingly technologically savvy world requires a unified
contact enabled, highly scalable, end-to end solution to, manage, control and monitor business processes. Equally important is
to manage each interaction in the most efficient and cost effective manner. InterDialog Unified Contact Center Suite helps you
achieve just that.
InterDialog UCCS, Unified Contact Center Suite from Teckinfo is a highly reliable and robust solution for both inbound,
outbound and blended contact centers. Our highly efficient CTI and ACD make our product extremely scalable, easily reaching
upward of 1200 seats per setup (again a best in its class!!) while keeping the vital parameters well within limits. Options for
high availability and redundancy make the product truly enterprise class. Multi - level self-service IVR with option for TTS,
speech recognition, integration with database / 3rd party database, & Screen Pop up are some of the salient inbound features.
For outbound we provide a very powerful lead management tool, predictive / progressive /power / preview dialing. Option for
best of breed Advance Dialing logic and Automatic Outbound Dialing are the added advantage.
InterDialog UCCS is compatible with any TAPI compliant PBX, IP-PBX and Asterisk, thereby providing investment protection to
enterprises that have already invested in expensive telephony equipment. This enables us to provide solutions on any telephony
brands be it Matrix, Panasonic, NEC, Siemens, Avaya or Alcatel.
InterDialog Unified Agent gives a variety of ways the agent can address the interaction. Customers can interact by Video, Voice,
Chat, email, SMS and Social Media with an agent, and all these interactions will be stored as history. So if the customer interacts
again through any medium, he does not have to repeat what he had interacted earlier, its’ all there for the agent to refer to.

VOICE VIDEO

SOCIAL UNIFIED
MEDIA CHAT
AGENT

EMAIL SMS

ACD
In telephony, an automatic call distributor (ACD) is a system that
distributes incoming calls to a specific agent based on customer
need, type etc. delivered using computer telephony integration
(CTI) system.
ACD works with IP PBXs as well as traditional TDM PBX without
losing any functionality. Call handling is based on a rule-based
algorithm that determines the best available agent to respond to the
incoming call. To help make this match, additional data are solicited
and reviewed. Sometimes the caller’s ID (CLI) or Automatic number
Identification (ANI) is used to route the calls. Incoming calls are
automatically Queued, Prioritized and Routed to the respective logged
in Agents’ within the contact center. When many calls are in queue,
Queue Position number /Handling time(Queue Position Time)/ Jingle
message /Hold music are played until route.

IVR
The IVR is a high performance, robust and scalable product platform which works on various
leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of
simple to the most complex of requirements to when it come to creating an IVR. Integration
with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc
can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions
with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR
functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines
add to the flexibility and functionality.
CTI
CTI (computer-telephony integration), or sometimes simply “computer telephony,” is the use of
computers to manage telephone calls.
Computer Telephony Integration (CTI) integrates the telecom system, the IT Infrastructure, and
software applications with customer data. CTI applications help to authenticate callers, provide IVR
(interactive voice response) to callers, match the caller’s details with the existing database and to
process the call (i.e. forward it to the appropriate person), to collect & display pending calls or
messages, and outbound calling for telemarketing etc
InterDialog CTI, a component of InterDialog Unified Contact Center Solution, is an enterprise-level
CTI engine that can deliver some exciting new possibilities to your contact center. It functions as a
single point of contact between customer access channels (IP PBX, IVR, Dialer) and business
applications. InterDialog CTI helps you to tap the power of customer database extensively.

Dialer
The Dialer is an independent, intelligent system that controls the outbound
calls, made by a contact centre, using various algorithms. The Dialer works
in Predictive, Progressive, Preview mode based on the requirement of the
process. It allows the system to create groups/caller lists and then dials
out to multiple calling groups/lists at the same time, thus helping target
a wider market segment in a shorter period of time.
The algorithms used by the Dialer are designed to improve efficiency
by lowering the wait time, the number of dropped calls and the idle
time of agents. They are configured to allow the Dialer to decide
which group to call, which agent to divert a connected call to, etc.
These decisions are based on various factors such as the
approximate duration of a call, the number of agents available, the
number of connections, etc.

Performance Monitoring
P Monitor is a live monitoring and reporting
software. This software helps in monitoring real
time status of the agents right from the
supervisor’s desk. This product is compatible with
any TAPI compliant PBX.
Extensive reporting capabilities provide you with a
clear and concise view of your contact center’s
performance.
Standard reports track key operational data, such
as productivity and efficiency. Supervisors are able
to quickly and easily generate and display
customized reports. The reports enable your
managers to make informed decisions on how to
allocate resources to maximize results. These
reports can be scheduled to run daily, weekly,
monthly or at other user-defined time intervals.

Recorder / Logger
Recorder / Logger for voice (IP, Analog, ISDN PRI) and
agent screen to allow businesses to keep records, improve
customer service, increase security, and decrease errors,
policy compliance, government regulations, connection
resolution, process evaluation, data mining and training.
It can record multiple media — Session Initiation Protocol
(SIP), ISDN PRI, Analog and multi brands of proprietary
Handsets from different vendors like, Avaya, Siemens,
NEC, Panasonic etc.
The Logger additionally allows you to capture the agents
screen and provides the supervisor real-time monitoring of
the agents activities. Once the call recording for the agent
starts, the application can be triggered simultaneously.
Key Features Advantage and Benefits
• Highly Scalable with Redundancy • Rapid implementation enabling operation of multi-channel Contact Centers
• Automatic Call Distributor (ACD) • Fulfillment of inbound, outbound, blended & multimedia contact management
requirements
• Computer Telephony Integration (CTI) • Each outbound call is made after a process of critical evaluation to maximize the reach of a
• Interactive Voice Response (IVR) campaign
• Drastically lowers the number of dropped calls and idle time of the agents by pacing the
• Dialer (Preview, Predictive, Progressive) process of outbound calls
• Lead Manager • Independent decision making capabilities allow automation of campaigns, thus making the
• Supervisor system more efficient and allowing the process to continue across multiple time zones
• Calling multiple lists/groups parallelly increases the reach of a campaign within a given
• Reports time frame
• Voice Logger • Adheres to the guidelines of Do Not Call and Do Not Disturb Regulations
• Stores several vital details about the call when it is logged so it is easily retrieved at a later
• Real Time Monitoring and Extensive Reporting date. Common references that can be used are agent ID, customer ID, customer account
• CRM Manager number
• Integration API's • Manage large and unpredictable call volumes
• Maximize Productivity & Improve agent efficiency
• Unified Agent viz. Voice, Video, Social Media, • Leverage existing investments, lower TCO
SMS, E-mail, Chat • Deliver real and measurable business values
• TAPI Compliant EPABX/IPPBX & Asterisk • Enhance customer experience across every channel and touch point
• Direct & Positive impact on ROI

About Us :
Incorporated in 1995, Teckinfo Solutions Pvt. Ltd. has been a leading solution provider in Converged Voice
and Data Solutions. Teckinfo's rich experience and domain knowledge helps it to develop and deliver
Call/Contact Center, CRM, Helpdesk and other Unified Communication products and solutions. Our
Products and Solutions are highly scalable and flexible, thus empowering organizations to engage their
customers and enhance their experience.

:
Teckinfo Solutions Pvt. Ltd.
1/1BA, 3rd Floor, Mohammadpur,
Bhikaji Cama Place, New Delhi-110066 l India
Tel.: +91 11 49605500, 49605518
Email : info@[Link], sales@[Link]
Web : [Link]
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