Tegsoft is a telecommunication software provider with its own Contact Center and IP PBX products. With our products, we are providing a strong and sustainable communication platform for more than 450 valuable customers, 10.000+ Agents and help them to handle over a million calls per day. Our products have been used by companies operating in various sectors such as Finance, Healthcare, Telecommunication, Education, Manufacture, Marketing. Our Contact Center platform helps you to manage a multi-channel customer communication within a single Agent web interface in 25 different languages. We are providing our software as CCaaS (Contact Center as a Service) with IBM Cloud infrastructure This document briefly describes Tegsoft Contact Center features and sales model

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INTRODUCTION

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TEGSOFT in a nutshell
Global Localization
Turkey, UAE, USA
25 Language Support
Web Based Applications
Flexible Modular Structure
Export to 10 Countries

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TEGSOFT in a nutshell
450+
Customers
10.000+
Agents
25.000 +
IP Subscribers
100+
Authorized
Business Partners
1.000.000+
Daily Call Traffic

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TEGSOFT in a nutshell

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Physical Server / Virtualisation Platform / IBM
Cloud Platform
§ 2.000 IP Subscribers / System
§ 100 Agents / System
§ 800 Concurrent Call Capacity / System
IBM Power8 Linux Server Appliance
§ 1 Million IP Subscribers / System
§ 1.000 Agents / System
§ 15.000 Concurrent Call Capacity / System
Tegsoft IP PBX SMB Appliance
§ 500 IP Subscribers
§ 100 Concurrent Call Capacity
Product Segmentation
SMB
ENTERPRISE
CARRIER

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Product and Service Structure
Everything is ready !
Contact Center as a Service (CCaaS)
Powered by IBM Cloud
You set up the infrastructure and we will
do the rest !
Software as a Service (SaaS)
Onpremise
Get the System !
Onpremise Purchasing

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Voice
Sms
Email
Webchat
Facebook
Twitter
Multi-channel
Communication
25 Language
Support
Advanced
Ready made
Integration
Methods
Integrated
Communication
Platform
%100 Web based
easy to set-up
scalable
Basic
Advanced
Programmable
IVR
Integrated
Webphone
Contact
Information
Contact History
Activity
Management
Integrated
Tegsoft CRM
Essential Features

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Integrations
TECH STACK CTI & CRM
VPOS

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ÇAĞRI MERKEZİ
TANITIM
LICENCE PACKAGES

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Licence Packages
Customer
Relationship
Management
Tele-Sales
Tele-Marketing
Tele-Sales
Tele-Marketing
Customer
Relationship
Management
All Personnel
Multi-channel
Communication
Management
Outbound
Agent
UCClient
Inbound
Agent
Blended
Agent
Multichannel
Agent

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Free | 200 IP Subscribers
UCClient | Licence Packages
More than a standard IP Subscriber
Ideal Access for Sales, Marketing and
Support Team

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Integrated CRM
Automatic display of Incoming Caller’s contact info during
inbound call with Integrated Tegsoft CRM
(screen pop-up)
Voice Mail
Leaving voicemails by Customer and redirecting these e-
mails to selected e-mail accounts
Advanced Reporting
Call Detailed Recordings (CDR), CRM Activity Report, IVR,
Dialing Report, Voice Recording Report
Voice Recording
Recording of all calls with Integrated Voice Recording
feature. Listening voice records and detailed reporting
Integrations
Ready-made patterns for integration with 3rd party
applications
Online Training
Learning tools that prepared with different objects like;
lecturing, example videos, trial simulations.
Advanced IVR
Describing time-based greeting announcements. Date,
time, currency, digit and number reading features
IP PBX Management
Trunk, Route, Extension Descriptions, Designing
Interactive Voice Response (IVR) scenarios.
UCClient | Licence Packages

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UCClient | Licence Packages
UCClient Screen

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Inbound Agent | Licence Packages
Free | 500 IP Subscribers
Ideal Call Management and Reporting
Options for Customer Services
Management

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Queue Management:
Defining queues in required numbers, assigning Agents
to a queue, defining alarms for call queues
Agent Management:
Management of Agents, assigning call queues and skills
on a single screen
Dashboard (Status Panel):
Instant status tracking of Call Center on basis of Agents
and/ or Queues.
Advanced Reporting:
Detailed Queue Reports (ASA, ACHT, SL, AAT), Agent
Activity Reports and IVR dialing reports
Webphone:
Integrated soft phone on Agent desktop
Agent Desktop:
Call management on one screen, Agent performance
reports, Status Panel, Contact Infos and external apps
management
Inbound Agent | Licence Packages

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Agent Screen – Call Waiting
Inbound Agent | License Packages

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Agent Screen – Receiving an Inbound Call
Inbound Agent | License Package

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Agent Screen – Contact Communication History
Inbound Agent | Lisans Paketleri

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Provides access to Agents daily status. Also, call traffic that
is waiting in the queues can be observed
Used for analyzing instant status of all call queues. In
addition to this, instant average call duration and current
status of Agents can be observed numerically.
Dashboard (StatusPanel) Screen – Queues
Dashboard (Status Panel) – Agents
Inbound Agent | Licence Packages

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Reports that prepared according to ISO Standards, can be
received in different file formats such as XLSX, CSV, XML.
Call Detail Recording (CDR), Voice Recording Report, Trunk Usage Report,
Graphically Time Break Reports, MT Activity Reports, Call Queue Reports,
Agent Reports, Service Level Reports, Call Duration Reports, IVR Reports
Every call is recorded. Voice Recording Report is created in CDR details.
Voice Analysis Report is created both visually and statistically for each
voice recording.
As voice analytics,
- total talk time both for customer and agent,
- total silence duration and
- total number and duration of audio overlapps are reported for each
voice recording.
Contact Center Reports
Voice Recording and Voice Analyzing Report
Inbound Agent | Licence Packages

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Inbound Agent | License Packages
REFERENCES

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Tele-Sales,
Tele-Marketing,
Campaign management for Market
Researching Services
Outbound Agent | Licence Packages
Free | 500 IP Subscribers

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Preview Dialer:
Customer details that are in the campaign data
automatically pops up on the Agent screen and outbound
call is started manually by the Agent.
Progressive Dialer:
Customer details that are in the campaign data
automatically pops up on the Agent screen and outbound
call is started automatically by the system.
Predictive Dialer:
Outbound call access rates are analyzed in order to
initiate the calls. Multiple calls are initiated according to
the statistics and assigned to the Agents.
Advanced Reporting:
Reports for Campaign Calls and Campaign Result Codes,
IVR DTMF Reports
Campaign Management:
Agent (Attended) Campaigns, IVR (Unattended)
Campaigns, Missed Call Campaigns
Outbound Agent | Licence Packages

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Agent (Attended) Campaign
IVR (Unattended) Campaign
Missed Call Campaign via Agent
Missed Call Campaign via IVR
Agents can automatically reach to desired customers through this campaign.
Outbound Agent | Licence Packages
Campaign Types

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Creating Campaign
Definitions : Beginning - End Date, Time Conditions etc.
Assigning Agents
Assigning Campaign Result Codes
Loading Data
Excel File
Current Campaign
Tegsoft CRM
Web Service
Outbound Calls are automatically created for the available Agents
Contact Card opens up with the loaded Campaign data.
By choosing result code, call is identified or directly ended
Call Process
Reporting
Campaign Call Reports
Campaign Result Reports
Outbound Agent | Licence Packages

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Outbound Agent | Licence Packages
Agent Desktop – Campaign Call

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Outbound Agent | Licence Packages
Supervisor – Campaign Manager Screen

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REFERENCES
Outbound Agent | Licence Packages

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Blended Agent | Licence Packages
Customer Service Management,
Tele-Sales
Tele-Marketing
Campaign Management for Market
Research Services
INBOUND
AGENT
OUTBOUND
AGENT
Free | 1.000 IP Subscribers

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REFERENCES
Blended Agent | Licence Packages

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Multichannel Agent | Licence Packages
Customer Service Management
Tele-Sales,
Tele-Marketing,
Campaign Management for Market
Research Services
Customer communication through
SMS, E-mail, Webchat, Social Media
Free | 2.000 IP Subscribers

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SMS
Email
Webchat
Twitter
Facebook
Request and
Complaint
Management
Blended Agent
Multichannel Agent | Licence Packages

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Multichannel Agent | Licence Packages
Management of SMS and E-Mail Campaigns
Creating Campaign
Definitions : Beginning - End Date, Time Conditions etc.
SMS / E-mail Provider Selection
,
SMS /E-mail template creation
Loading Data
Excel File
Current Campaign
Tegsoft CRM
Web Site
Result of sending SMS / E-mail
Receiving Successful / Unsuccessful delivery
feedback from Provider
Sending SMS & E-Mail
Reporting
Campaign Call Reports
Campaign Result Reports

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Contact Center
Requests from voice calls
recorded via Agents
E-mail
Requests from corporate e-
mail accounts
Application Screen
Requests from Corporate
Employees
(Usage of Module Screen)
Web Site
Requests from corporate web
site's communication forms
Social Media
Requests from Twitter and
Facebook
Multichannel Agent | Licence Packages
Request and Complaint Management Module

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Multichannel Agent | Licence Packages
Request and Complaint Management Process
Generating
Processing
Closing
Processing
Creating a Request /
Complaint
• Voice Calls, E-mails, Forms,
Notification via Application Screen
• Automated assignment of
Departments / Employees
according to Corporate Workflow
definitions
Processing of Request/
Complaint
• Appointed tasks by the
Department's Personnel
• Saving the whole process
• Processing to the related
communication channel for the
closure
Closure of Request /
Complaint
• Closure by the Contact Center
Agents
• Closure via e-mail

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REFERENCES
Multichannel Agent | Licence Packages

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ÇAĞRI MERKEZİ
TANITIM
SERVICES

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Resources
News &
Announcements
Data Bank
E-Learning Environment
TEGSOFT Contact Center | Education and Support

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TEGSOFT Contact Center | Online Education Platform
Tegsoft Academy e-learning materials are prepared based on the adult training methods and technics.
While this training series being prepared, it has been tried to provide that all the parts of the product consist of both e-learning
materials and training support materials
Customer Representative
Training
01
02
03
04
Supervisor Training
Technical Trainings
Software Development Training

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TEGSOFT Contact Center| E-Learning Environment
User friendly interface for to reach and
use of training content and training
process
Training Administration System
Narration of necessary information, demo
application and simulations for to use and
manage Tegsoft Contact Center software
effectively
Scenario Based Lecturing
To help learning, tests that supports
educational narration
Support Learning

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RESOURCES
DATA BANK
NEWS & ANNOUNCEMENTS
TEGSOFT Contact Center | Support
Supporting Materials regarding the product.
Every process regarding Tegsoft software is being documented and shared on the
website, so that our partners and clients can use it whenever necessary.
Latest Developments and announcements
regarding Tegsoft are being shared.

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Tegsoft Yönetim ve Bilişim Hiz. Tic. Ltd. Şti.
Papirus Plaza
Merkez Mah. Ayazma Cad.
No:37 Kat:7 Posta Kodu: 34410
Kağıthane, İstanbul, Türkiye
Tegsoft DMCC
Almas Tower
Jumeirah Lakes Towers
PO Box 48800
Dubai, United Arab Emirates
Tegsoft INC.
2035 Sunset Lake RoadSuite B-2
PO Box: 19702
Newark, Delaware
United States of America
TEGSOFT OFFICES

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https://www.tegsoft.com
happy@tegsoft.com