Rumana Rashid Riti (Id 053 507 056)


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Rumana Rashid Riti (Id 053 507 056)

  1. 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. 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. 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: (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. 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. 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. 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. 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, 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 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. 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 SFLphone, open-source multiplatform multi-protocol VoIP client (IAX support is planned) MozIAX YakaPhoneSimple, Free, Open Source, FreeSWITCH
  9. 9. Other tools 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 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: 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. 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 source code for various codecs ITU reference code source code for codecs Agora Labs Nine-9s Commercial - 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.
  11. 11. Reference: 1. 2. 3. 1.html 4. 5. 6. 7. 8. 9.;_ylt=Ai8HZrEVh8rIsFGjSTbsY7amRKIX 10. Needed.html 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. 22. 23. 24. 25.