Overview of our call center solution, scope of services and why you should chose Nethawk over other vendors in Pakistan.

1. Nethawk Pvt Ltd is the leading provider of
cloud contact center solutions in Pakistan.
Take a look.
Contact Center
Www.nethawk.com.pk
Nethawk (pvt) Limited
Copyright 2016

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Acknowledgment and Thanks
Initial requirements gathering work would not have been possible
without the advice and support of CLIENT.
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Thank you very much for the opportunity to present “contact center
solution” to CLIENT. Our goal is to deliver a world-class customer
service technology platform – that is truly second to none to the
CLIENT.
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Our CCS (Call Center Suit) is fully-managed trun-key solution with
People, process and technology we assure to manage the
infrastructure with 99.999% contractual availability.
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We look forward to the opportunity to demonstrate similar solution we
have deployed in coming weeks and also like to answer your question
as they might arise after this proposal.

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SRS
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1. Help Desk
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1.1. Automatic Call Distribution with IVR and Queues
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1.2. Skill Based Routing
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1.3. Customer detail lookup (CID)
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2. Announcements Broadcast
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2.1. Playback
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2.2. Playback with Input
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3. Outbound
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3.1. Auto Dialing and Manual Dialing
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4. Reports for Inbound/Outbound
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5. Call Recordings and Live Monitoring
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6. Lead capture web-form integration
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7. Infrastructure (robust and HA High Available)

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1. Help Desk
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Help desk is a UAN, Toll-FREE or ordinary
phone number where a customer reports trouble
tickets.
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CLIENT record new ticket, update an existing
one and guide the customer accordingly.
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Help desk collaborate with other departments of
CLIENT to get the needed tasks done.

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2. Announcements Broadcast
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Call center as medium to playback announcements to a
preloaded list of numbers.
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Easy to build IVRs can playback announcements, general
information, warnings etc with option to take touch-tone
input.
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Call center can run a broadcasting on specific lists to play
useful information. Any number of lists can be activated
during broadcast.
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Broadcast campaign can also be converted as inbound eg
press 1 to talk to operator for help.

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3. Outbound
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Dial preloaded phone numbers along with
collected personal data(optional).
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Phone numbers can be organized in different
sets of lists.
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TSR/CSR can dial numbers manually (entering
the number by hand), click to dial from loaded
list, or run auto mode in which only connected
calls are passed on to active CSR.

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4. Reports
● Service Manager can pull inbound related
reports related to IVR, Queues and CSR
performance.
● These stats help managers to find which parts
need attention: HR, CSR to line ratio or input
prompts etc.
● Live reports show ongoing calls/CSR stats as the
shift progresses.

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5. Recordings & Monitoring
● QA dept or Service Managers can pull any call
recording by means of phone number, CSR or
customer name.
● Likewise they can eavesdrop on an ongoing
conversation and be also able to give advises to
CSR while customer not been able to hear that
advise.
● Recordings can be saved in WAV, MP3 formats and
can be automated to being pushed to an FTP
server.

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6. Web-Form Integration
● Our CCS can push customer details to any GET
based web form so that CSR doesn't need to
refill the external form.
● Same web-form can perform ajax to pull any
related data from its DB server.

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7. Infrastructure (robust and HA High
Available)
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Open standards, API give options to integrate
with many applications in future (futuristic)
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Add nodes in cluster to accommodate more CSR
(scale-able) with single management portal.
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Data redundancy (RAID), Full DB backups.
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Automatic fail over servers in active-active state
(Optional).

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Process Flow

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Why Nethawk Pvt Ltd
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We understand working with state departments after
successful roll out of helpline in ministry of human
right (1099).
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Established in 2008, we have provided same
solution to around 200 call centers within Pakistan
and around the world
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We have certified software and hardware people on
board to complete any size of contact center project

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Core Contact Center Services 1/2
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We provide comprehensive solution of contact center management and
business communications software applications developed in house. Solution is
multichannel based on enterprise grade secure Linux.
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True all-in-one for voice and Data Our CCS (Contact Center Suit) allows you to
seamlessly process telephone calls with all modern features an IP-PBX has to
offer
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CCS uses IP telephony calls. Organization can apply business rules across
media types for consistent customer service and end-to-end tracking and
reporting that improves workforce performance and service quality

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Core Contact Center Services 2/2
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Single point of management, CCS simplifies
administration and maintenance is flexibly deployed
as a PBX/IP
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PBX or with an organization’s existing telco PRI or
SIP trunks etc.
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CCS is offered as SaaS. Architecturally, several
keys make the CCS infrastructure scale-able,
reliable, flexible, configurable, and open to
integration.

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Scalable
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One of the cornerstones of the CCS infrastructure is the use of Customer Interaction servers to provide the central
application logic, and the use of Media Servers and Voice Gateways to process all voice requirements. This
separation of the audio processing or “heavy lifting” from the application functionality allows for scalability, reliability
and flexibility. Scalability is achieved by the Media Servers, where additional servers can be stacked in an N+1
(capacity requirement plus one) fashion to achieve a high level of redundancy for audio processing and flexibility in
that the decoupling of the Media Server means the audio processing can be strategically placed where it needs to
occur without traversing the WAN, while keeping call control centrally managed. CCS uses switchover, and
gateways can be sized in N+1 fashion as well. By leveraging this groundbreaking architecture, the entire solution is
scalable, reliable and flexible.

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Reliable (HA Highly Available)
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For reliability we uses only-hardware base real RAIDs
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Fail over servers
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Backup servers
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Disaster recovery (DR) a set of policies and
procedures to enable the recovery or continuation of
vital technology infrastructure and systems following a
natural or human-induced disaster.

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Open standards and flexible
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The solution uses open standards, such as
ODBC connectivity databases
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We can integrate CCS with ticketing system,
CLIENT website and SMS etc
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We can also build highly customized web based
MIS (Management information system)

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Automatic Call Distribution 1/3
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Interactive Intelligence Response: One of the critical
aspects of CCS is its ability to queue and distribute
various types of interactions coming in from the outside
world.
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Using this technology, CLIENT can offer an
unparalleled degree of consistency to customers no
matter how they choose to interact. Customers can also
support “generic” objects such as help desk trouble
tickets, leverage CCS skills-based routing, average load
etc.

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Automatic Call Distribution 2/3
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CCS provides full-featured IVR functionality as part of the all-in-one
nature of the product. A call may come into the system and route to an
IVR session and then subsequently roll to an ACD queue that is also
resident on the server. Thus, call information collected during the IVR
session will be available to the agent, if the call does route to an agent.
IVR calls will seamlessly transfer to ACD agents and all IVR information
stays intact as part of the call. Once the call is complete, recording and
reporting will be stored for the call in a cradle-to-grave fashion.

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Automatic Call Distribution 3/3
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The following is a list of potential functionality offered with SaaS
Contact Center Unified Communications
Multichannel queuing, routing and reporting Call Enterprise telephony (IP PBX)
Interactive Voice Response (IVR) Auto­attendant
Outbound/predictive dialing Presence
Broadcasting to public Desktop call control
Broadcasting to collect information / survey
Post­call disposition for reporting

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Advance IVR
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IVR can be played according to geographic
location looked-up by city code then preferably
can be played in Pashto, Balochi, Sindhi etc
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Similarly once a caller ID gets registered in DB
IVR can be personalized
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IVR is programmable, applications can be built
on existing IVRs

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Reporting & Analytics
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There are over 28 standard reports built CSS that allow all
authorized members o to analyze real-time and stored data.
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Reports can be time filtered and can run on specific
campaigns/queues/IVRs/Agent teams etc
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Live stats shows agents and live calls activities
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x DID/IVR/Queue reports with answer/drop %
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x Outbound reports with human answer %
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x Full lists of numbers with customer data and call disposition
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x Agent Performance Data
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x Queue Performance Data and much more.

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Reporting & Analytics
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All CCS statistics are stored into an SQL
database.
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They may be exported to a number of formats
can include:PDF, CSV, txt, email, HTML, etc. and
they may also be printed.
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Customized fields can be added to service agent
which can be used to create custom reports.

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Call Recording & QA
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Recording can be implemented forcefully or
agent can do selective recording. Recording can
be archived on FTP server
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A live call can be monitored in whisper mode, 3
way call or silent mode by supervisor.
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Recording Files Retention Polices 1 Conserve
disk space 2-Set automatic retention rules

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Public Surveys
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A broadcasting campaign can be run in order to
gather vital information eg whether they have
received help?
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The Survey Results can be pulled from system
once survey is completed with user input and
automatic call status for example busy or no
answer

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Network & Transport (remote CSR & remote
branch connectivity)
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Solution is truly capable of catering remote csr
and branches
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Customer Provided Carrier Services – In this
model the customer contracts with a third party
carrier to provide either SIP based trunking or
PRI/T1 connections which are terminated into our
data centers or their locations in a hybrid cloud
model

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Hardware Single Instance

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Ticketing system Integration
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CCS can push fields values to any lead capture
form, be it your custom management portal or
ticketing system
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Custom Fields: Customize the data collected
from users when submitting a ticket to help get
straight to the issue. We can add as many
custom fields eg CNIC number, Cell Phone, area,
UC, complaint type etc

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Thank You