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Rumana Rashid Riti (Id 053 507 056)
1. What we need to provide call centers in
Bangladesh. Is there any open sources
solution for us?
By:
Rumana Rashid Riti
ID # 053 507 056
MS ETE -605
IP TELEPHONY
SEC # 1
Date:15-04-2008
2. What we need to provide call centers in Bangladesh. Is there any open sources solution for us?
The Call Center is a physical place where customer and other telephone calls are handled by an
organization, usually with some computer automation. In general, a call center has the ability to handle a
substantial number of calls at the same time, to screen calls and forward them to someone qualified to
handle them, and to log calls.
Call centers are used by mail-order catalog organizations, telemarketing companies, computer product
help desks, and any large organization that uses the telephone to sell or service products and services.
Two related terms are found for call centre one is virtual call center and another is contact center.
A virtual call center is a call center virtual one in which the organization's representatives are
geographically dispersed, rather than being situated at work stations in a building operated by the
organization. Virtual call center employees may be situated in groups in a number of smaller centers, but
most often they work from their own homes. This is an attractive arrangement for many employees: the
hours are often flexible, and there's no dress code or commute. For the organization, the virtual call center
model saves housing and equipment costs and can lead to lower employee turnover rates, which tend to
be high for physical call centers.
A contact center (also referred to as a customer interaction center or e-contact center) is a central point in
an enterprise from which all customer contacts are managed. The contact center typically includes one or
more online call centers but may include other types of customer contact as well, including e-mail
newsletters, postal mail catalogs, Web site inquiries and chats, and the collection of information from
customers during in-store purchasing. A contact center is generally part of an enterprise's overall
customer relationship management (CRM).
A contact center would typically be provided with special software that would allow contact information
to be routed to appropriate people, contacts to be tracked, and data to be gathered. A contact center is
considered to be an important element in multichannel marketing.
Call center working in various fields in the whole world .It is also needed in deferent area in Bangladesh
also. Call centre make possible at one place to retrieve various information for the people in a very easier
way. A call center can serve various information in the field of telecommunication, mobile
communication, for education institute, medical purpose, for airline ticket, bus ticket, train ticket or
reservation, for the army, navy, air force, traveling guide, Customer Service Representation for ASAP, for
Stock Exchange, Jobsites, traffic, Garments industry.
Bangladesh is in the primary stage in Call center.
There are some list of call centers, contact centers, BPO, VOIP companies in the Bangladesh which
containing all information about call centers and job career opportunities. Call Center, VOIP
companies in Bangladesh and 11 call center, VOIP companies found in Bangladesh. One of well
known institute is Institute of Call Center technologies (ICCT) (Bangladesh)
Institute of Call Center Technologies is the leading training and development organization in Bangladesh,
driven by a vision to provide cutting edge learning solutions to organizations and individuals to succeed
and enhance performance, Of training and consulting professionals. To bring to bear best international
practices and deep local Knowledge to their clients and students.
3. Institute of Call Center Technologies is the first call center training institute in Bangladesh which actually
provides the total solution including software’s, technologies, human resource and the technical supports
of a call center industry with an office space of 1500sqft situated at Farmgate, Dhaka, Bangladesh
URL: http://www.icctglobal.com/ (View Site)
Photo captioned: Partial View of a Call Centre
A call centre or call center centralized office used for the purpose of receiving and transmitting a large
volume of requests by telephone.
A call centre is operated by a company to administer incoming product support or information inquiries
from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In
addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a
contact centre.
A call centre is often operated through an extensive open workspace for call centre agents, with work
stations that include a computer for each agent, a telephone set/headset connected to a telecom switch,
and one or more supervisor stations. It can be independently operated or networked with additional
centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs.
Increasingly, the voice and data pathways into the centre are linked through a set of new technologies
called computer telephony integration (CTI).
Most major businesses use call centers to interact with their customers. Examples include utility
companies, mail order catalogue firms, and customer support for computer hardware and software. Some
businesses even service internal functions through call centers. Examples of this include help desks and
sales support.
Administration of call centers
Technology
Call centre dynamics
Administration of call centers
The centralization of call management aims to improve a company's operations and reduce costs, while
providing a standardized, streamlined, uniform service for consumers. To accommodate large customer
bases, large warehouses are often converted to office space to host all call centre operations under one
roof.
4. Call centre staff can be monitored for quality control, level of proficiency, and customer service by
computer technology that manages measures and monitors the performance and activities of the workers.
Typical contact centre operations focus on the discipline areas of workforce management, queue
management, quality monitoring, and reporting. Reporting in a call centre can be further broken down
into real time reporting and historical reporting. The types of information collected for a group of call
centre agents can include: agents logged in, agents ready to take calls, agents available to take calls,
agents in wrap up mode, average call duration, average call duration including wrap-up time, longest
duration agent available, longest duration call in queue, number of calls in queue, number of calls offered,
number of calls abandoned, average speed to answer, average speed to abandoned and service level,
calculated by the percentage of calls answered in under a certain time period.
Many Call centers use workforce management software, which is software that uses historical information
coupled with projected need to generate automated schedules to meet anticipated staffing level needs.
Technology
Call centers use a wide variety of different technologies to allow them to manage large volumes of work.
These technologies facilitate queuing and processing of calls, maintaining consistent work flow for agents
and creating other business cost savings. These include; ACW (After call work - Sometimes called
"wrap" or "wrapup"), ACD (automatic call distribution), Agent performance analytics, AHT (Average
Handle Time) , ANI (automatic number identification), Automated surveys, BTTC (best time to call)/
Outbound call optimization , Call Recording (call recording software), CIM (customer interaction
management) solutions (Also known as 'Unified' solutions), Chat and Web Collaboration CTI (computer
telephony integration), CRM (customer relationship management) , Desktop Scripting Solutions ,
Electronic performance support systems , Email Management , Enterprise Campaign Management , Issue
tracking system, IVR (interactive voice response) Knowledge Management System, Outbound predictive
dialer, PDS (Predictive Dialing System), Outsourcing, Quality Monitoring (call recording software),
Speech Analytics, Third party verification, TTS (text to speech), Virtual queuing, Voice analysis,
Voicemail, VoIP, Voice recognition, WFM (workforce management), etc.
Call centre dynamics:
Types of calls are often divided into outbound and inbound. Inbound calls are calls that are made
by the consumer to obtain information, report a malfunction, or ask for help. These calls are
substantially different from outbound calls, where agents place calls to potential customers
mostly with intentions of selling or service to the individual.
Call centre staff are often organized into a multi-tier support system for a more efficient handling of calls.
The first tier in such a model consists of operators, who direct inquiries to the appropriate department and
provide general directory information. If a caller requires more assistance, the call is forwarded to the
second tier, where most issues can be resolved. In some cases, there may be three or more tiers of support
staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the
third tier of support is formed by product engineers/developers or highly skilled technical support staff of
the product.
Varieties of call centers :
Remote Agents – An alternative to housing all agents in a central facility is to use remote agents.
These agents work from home and use internet technologies to connect.
Temporary Agents – Temporary agents who are called upon if demand increases more rapidly
than planned.
Virtual Call centers – Virtual Call centers are created using many smaller centers in different
locations and connecting them to one another. There are two methods used to route traffic around
call centers: pre-delivery and post-delivery. Pre-delivery involves using an external switch to
5. route the calls to the appropriate centre and post-delivery enables call centers to route a call
they've received to another call centre.
Contact Centers – Deal with more media than telephony alone including Email, Web Callback
and internet Chat.
Photo captioned: A partial view of Call Center-software testimonials
Bangladesh Telecommunication Regulatory Commission will start issuing licenses for call centers in
April, 2008 the commission's chairman said on March 19,2008. The proposals came at the ''Public
Hearing on Call Centre Licensing'' organized by the Commission at Bangladesh-China Friendship
Conference Centre Wednesday morning.
BTRC would provide the license as long as there would be the market demand, adding that there is no
condition for getting the license at this moment. Anyone could get the license at a cost of Tk 5,000 for
five years, which was proposed Tk.50,000 earlier, and no renewal fee for the license.
BTRC said the license fees for five years will be taka five thousand and there will be no renewal charge.
Maximum 40 per cent foreign investment (FI) will be allowed for hosted call centre service providers,
6. BTRC officials said at the public hearing. The licenses will be in three categories for both national and
international services, such as hosted call centre services provider, hosted call centre license and call
centre license. Up to 40 percent foreign investment will be allowed to set up a hosted call centre services
provider but 25 percent for others.
To setup a call center the step are:
Call Center/Contact Center Startup Documents & Templates
Call Center & Customer Service Training materials
Call Center / Contact Center Operational Documents & Templates
Call Center / Contact Center Service level agreement (SLA) & KPI’s
Call Center / Contact Center staff Job Descriptions, Performance review and Organization
structure
Contact Center Management Process Assessment
To setup Call Center in Bangladesh need information regarding call center industry that including Call
Centers, Contact Centers, BPO, VOIP companies. Call Center for a specific company’s aims to provide
complete information to all interested in knowing about call center industry. These includes call center,
contact centers, BPO, Voice Over IP (VOIP) companies, call center locations, call center jobs and careers,
inbound and outbound call centers, outsourcing resources and latest news around call center industry.
How Call Center Work: Here is a depiction of how a call center works. If a customer initiates a
call it is an inbound call center; if a Customer Service Executive (CSE) initiates the call, it is an
Outbound Call Center. The way to connect, though, remains unchanged............
Customers place a call to the toll free number
The call reaches the PSTN (Public Switched Telephony Network) Local
Depending on the routing opted for by the company, the call is sent via Satellite
(Satellite telephony) or via the Internet (VoIP).
The call reaches the PSTN (Int’l)
This is where it gets a little complicated: The call is received by an IVR
(Interactive Voice Response) System, and an Automated Call Distributor (ACD)
is used to send the call to a customer service Executive (CSE) in the right
department-based on the options selected from the IVR
All CSEs are external database, which stores customer information
and is connected via the Net, security, of course.
7. Open Source VOIP applications, both clients and servers:
Open source means all source code is available .People can easily download the software, modify the
source code , configure it in their own requirement and the newly configuration can be seen by the other
people.
asterCRM an Open Source solution
asterCRM is a kind of Open Source call center software, it could be setting to work with all kinds of
asterisk-based VoIP system, www.astercrm.org is the official site of the soft, it provide all astercrm news,
documents, link to downloand and so on, the site also includes some article about VoIP and call center.
Benefit of using asterCRM
compatible with all asterisk based VoIP system(the following system has been tested: pure
asterisk, Magiclink IP PBX and Trixobx)
asterisk, database and web service could be distributed on different server, that's more flexible
and enhanced system load abilitiy
web 2.0 gui (astercrm use php and xajax framework)
open source, could be customize development by yourself
easy to use and config, could work with 3-party CRM system
multi-language support , multi-skin support , multi-group support
Feature list of asterCRM
(i) pop-up when dial in/dial out(ii) click-to-call (iii) Hang up (iv) call reject (v) blind transfer (vi)
monitor control (vii) third-party CRM integrate (viii) extension panel (ix) read callerid of other
extensions when they are talking (x) agent account and rights management (xi) predictive dialer (xii)
dial manually (xiii) invite dial (xiv) active channels (xv) remove prefixs of callerid (xvi) monitor/spy
channel in real time (xvii) recycle no answered calls from dialed list
Other Sources:
SIP Proxies
Net-SIP A Perl SIP framework that includes a stateless proxy , sipd SIP Proxy, partysip
SIP Express Router (SER): the SIP router/proxy/jack-in-all-trades from IPtel.org
SaRP SIP and RTP Proxy in Perl , Siproxd SIP and RTP Proxy
Yxa: Written in the Erlang programming language
MjServer: cross-platform SIP proxy/registrar/redirect, written in java, based on MjSip stack
OpenSBC: MPL licensed SIP proxy/registrar/B2BUA with NAT traversal and ENUM
MySIPSwitch: SIP Proxy server which allows using multiple SIP accounts with a single SIP
login
Linux clients:
Cockatoo , Kphone
Ekiga: SIP, H.323 audio and video softphone for various unices
Linphone audio and video SIP softphone for Linux and Windows XP
minisip cross-platform SIP softphone, Linux, Windows XP and soon Windows Mobile 2003
SE
MjUA: simple cross-platform SIP softphone, written in java, based on MjSip stack
PhoneGaim, PJSUA: Command line SIP UA with SIMPLE, IM, call transfer, RTCP/RTCP.
SFLphone, open-source multiplatform multi-protocol VoIP client
OpenWengo: a fully SIP compliant multiplatform softphone with many features
OpenZoep: GPL telephone and IM messaging client engine
Shtoom: SIP softphone in Python, runs on Windows, Mac, Linux
Twinkle
8. YATE: YateClient is multiprotocol and multiplatform phone with H.323, SIP and IAX
support.
YeaPhone: A SIP softphone for the Yealink USB-P1K handset based on the libLinphone
backend
FreeSWITCH
MacOS X clients:
FreeSWITCH: Console client for SIP, IAX2, Woomera and Jingle/Google Talk
PJSUA: Command line SIP UA with SIMPLE, IM, call transfer, RTCP/RTCP, etc.
SFLphone, open-source multiplatform multi-protocol VoIP client
Shtoom: SIP softphone in Python, runs on Windows, Mac, Linux
Windows clients:
VMukti (formerly 1videoConference) alpha: a web2.0 VoIP video conferencing software for
Asterisk.
FreeSWITCH: Console client for SIP, IAX2, Woomera and Jingle/Google Talk
minisip cross-platform SIP softphone, Linux, Windows XP and soon Windows Mobile 2003
SE
Linphone audio and video SIP softphone for Linux and Windows XP
MjUA: simple cross-platform SIP softphone, written in java, based on MjSip stack
Eyeball Messenger: Standards based soft client that is SIP and XMPP compliant
OpenWengo: a fully SIP compliant multiplatform softphone with many features
OpenZoep: GPL telephone and IM messaging client engine
PhoneGaim
PJSUA: Command line SIP UA with SIMPLE, IM, call transfer, RTCP/RTCP, etc.
SIP COMMUNICATOR Java based softphone
Shtoom: SIP softphone in Python, runs on Windows, Mac, Linux
H.323 Clients
Linux clients:
Ekiga
GnomeMeeting
YATE: YateClient is multiprotocol and multiplatform phone with H.323, SIP and IAX support.
FreeSWITCH
MacOS X clients:
ohphoneX
FreeSWITCH
Windows clients:
OpenPhone
FreeSWITCH
H.323 Gatekeeper
GNU Gatekeeper - for Linux, Windows, Mac etc.
IAX clients
IAXComm for Linux, MacOS X and Windows
Kiax - for Linux (QT3) and Windows (QT4), based on iaxclient, GPL
QtIax from http://www.holgerschurig.de/qtiax.html
SFLphone, open-source multiplatform multi-protocol VoIP client (IAX support is planned)
MozIAX
YakaPhoneSimple, Free, Open Source,
FreeSWITCH
9. Other tools
Vovida.org STUN server: A STUN server
Vomit converts a Cisco IP phone conversation (recorded with TCPdump) into a standard
WAV file
Oreka capture and retrieval of SIP, Cisco Skinny (SCCP) and raw RTP sessions with audio
compression, rdbms metadata storage and web based user interface.
MORCC - automated online Calling Card store. Paypal integrated.
Voipong - Voice over IP (VoIP) sniffer and call detector.
PBX platforms
Some of these include SIP proxy functionality
Asterisk: Open Source PBX. Supports IAX, SIP, MGCP, H.323 and other protocols
CallWeaver: a fork of Asterisk with T.38 termination
OpenPBX: Open Source PBX developed using Perl
PBX4Linux: ISDN PBX with H.323 GW
sipX - The SIP PBX for Linux from SIPfoundry, sipX on freshmeat.net
SIPexchange PBX Pingtel's SIP PBX
YATE Yet Another Telephony Engine - supports H.323, SIP, IAX, PSTN
FreeSWITCH
IVR platforms
Asterisk: Open Source PBX with built-in IVR server
Bayonne: GNU project IVR server
CT Server Perl based Open Source client/server library supporting Voicetronix Telephony
hardware.
OpenVXI: Implementation of VoiceXML
sipX PBX The SIP PBX for Linux (open source) with built-in IVR (voice mail & auto-
attendant)
YATE Yet Another Telephony Engine
FreeSWITCH
YAAP is a polish open source administration and billing web interface for Asterisk (it could be
translated).
unlimited client accounts and trunks
customers could check the account balance, voicemail and modify SIP settings by the web
advanced LCR
callbook with dialing feature
subscriptions
pricelist with number patterns
operator costs billing
simple CMS
it's easy to write additional modules (OO)
GPL
Good documentation (in polish ;)
YakaVOIP: http://www.yakasoftware.com/
YakaVOIP is a fully integrated, open-source -NOT FREE-, web-based, user friendly billing and
administration interface for Asterisk-VOIP. It leverages existing open-source technologies and ecompases
3rd party payment gareways like Paypal, Moneybookers & Google Pay.
Unlimited SIP, IAX fully integrated.
Unlimited tariffs with different rates
Rate Table viewable in Currency of choice
Custom rates for specific users and destinations
10. Filters for information slicing and dicing
Statistics by countries
LCR & LCD management
Billing Increment
Blocking of users
Balance, Expenditure, Payments, Calls, and Activity Index on each account
Call Data Records (also in CSV/PDF)
Advanced customer management and portal management
Integrated PayPal and Moneybookers payment modules
View and Store Customers payments
Manage Pre Paid and Post Paid customers. Full Credit control by User Account
Multi-Currencies support
Fraud Protection
Concurrent calls for every user
Free VoIP calls between registered users
Time based data filters
Codecs
Codecs are used to convert an analog voice signal to digitally encoded version. Codecs vary in the sound
quality, the bandwidth required, the computational requirements .Sources for Codec Software
Encore Speech Codecs Commercial
Global IP Sound - Commercial technology used by Skype
HawkVoice - Opensource codecs
Links for codec source code
ftp://ftp.cs.cmu.edu/project/fgdata/speech-compression/ source code for various codecs
ITU reference code source code for codecs
Agora Labs Nine-9s Commercial
datacompression.info - Links to codec info and source code
SprintDSP Commerical Telecom software FAX, Modems, Codecs, etc.
Vocal Commercial
Andrew Lindh Mailing List Posting pointer to free source code for ITU G.722 Codec
implementation
So in the open market economy quick and right information is very much needed. Call Center is the right
place where once can get quick and right information. Call Center is very much potential sector in
Bangladesh, its will be create huge employment and may be popular as garments sector. Presently there is
creating opportunity to expand this sector in Bangladesh.