Tech Bridge Consultancy offers a comprehensive call center and CRM solution designed to enhance sales, marketing, and customer support. Their application includes features such as call management, real-time monitoring, lead management, and automated dialing to streamline operations and improve client interactions. Since 2005, the company has focused on building long-term partnerships by delivering innovative technology solutions that meet and often exceed client expectations.

1. Call Center & CRM Solution

2. Profile
Tech Bridge Consultancy is a leading provider of technology services and solutions with a
global presence in North America, Europe and Asia. We believe that innovation, quality,
integrity and effective client partnership are the key to success.
Since our inception in 2005, we have built a strong reputation as a technology leader, by
partnering with our clients to engineer high quality solutions which out-perform
expectations. Through a balanced combination of a wide range of services, cutting edge
information solutions, dedicated professionals and a collaborative client-value approach;
we help businesses realize success.
Drawing upon 10 years of cumulative extensive project management experience, we
translate strategies into creative, robust, and effective systems that leverage our clients’
unique competitive advantage. Our mission is to build long term, mutually profitable
relationships with our clients, by providing products and services which meet and in most
cases, surpass expectations.

3. Introduction
The Tech Bridge Consultancy Call Center Application provide a rich set of
features, which fulfill the Sales & Marketing and Customer Support needs of an
organization and provide a very effective and easy start of a Call Centre with a
Customer Relationship Management system.
Provide a Corporate Look to your organization
Manage your departments effectively
Manage your customer in a better way
Monitor your customer calls effectively either a sales call or a customer support
call.
Will provide a detail information about Sales & Marketing efforts and Customer
Handling
Make it easy to take critical decisions
It provides better control and centralized monitoring of calls
Integrated CRM helps to manage client appointments on run time

4. Features
Call Center Development CRM Application
In Bound Calls System Leads Management
Out Bound Calls System Agent Management
Call Recordings Agent Assignment to Campaigns
Real Time Call Data Records Heard About Us
Super Agent Panel Auto Dialer
Voice Mails Auto Dialer Campaigns
IVR Automation Leads Association with Campaigns
Call Backs Campaigns Management
Auto Dialer Marketing Campaign Analysis
Call Forwarding Call Receiving Popup
Automatic Call Distribution Potential Leads
Live Call Monitoring Sales Rep Management
Live Agents Monitoring Reporting
Call Whispering
Barg-in by Super Agent
Outbound Calling with Desired CLI

5. Call Center Features

6. In Bound Calls System
All calls will land on call center
Agents will be able to receive call and
answer customers against their queries.
Manage your agent priorities.
Agents take calls according to the priority
Automatic call distribution facility

7. Out Bound Call System
Agents will be able to call their
customers using soft phone.
Only the privileged users will be able to
dial out for promotional purposes.

8. Call Recordings
All inbound and outbound calls will be
recorded and will be available for
listening/monitoring and quality assurance
purposes.
These recordings can be used to trained
new agents.
Call Recordings can be used for future
references as well.
All calls will be saved till its purge time.

9. Real Time Call Data Records
It will provide the real time call data
records of all the calls which will make it
easy to determine:
Effectiveness of Marketing campaigns
Customer trends

10. Super Agent Panel
A custom interface designed for Agents
Supervisor, Super Agent can perform
following tasks.:
Agents
Live calls
Call backs
Auto Dialer
Super agent will also be responsible to
start, pause and stop auto dialer campaigns.

11. Live Call Monitoring
Super agent can listen live calls of the
agents
Monitor and make points for the
improvements of their agents.

12. Live Agent Monitoring
Super agent can monitor their agents.
Super agent will have a complete view
that how many agents are logged in, busy
and working effectively.
Super Agent can kick off any agent at any
point of time with a single click.

13. Call whispering
Super Agent can listen any call using
whisper functionality just with a click.
Super Agent can talk to the agent only
without being listened by caller if
required.

14. Barg-in By Super Agent
Super Agent can talk to the agent only
Super Agent can takeover the call and
talk to the agent and customer
simultaneously.

15. Voice Mail
Call Center Application provide a facility
to the callers to leave a voice mail.
Caller can leave a voice mail if there are
off hours of the company
If it is taking too long to connect to the
agent then still caller can leave a voice
mail.
Voicemail facility will not let a company
miss any caller.

16. IVR Automation(Interactive Voice
Response)
Custom IVRs can be played for caller ease.
Provide callers a better service without the
need of any human operator
IVRs can be played in different languages.
IVR’s is a good promotional tool which can
be used effectively
Through our Automated IVR system client
can upload recordings as per their
requirement
Assign sequence to play IVR
in a desired sequence.

17. Call Backs
Facility to set a call back s for
customers to call customers at their
convenient time.
Callback system will give alert to agent
at the time of callback.
Call backs will be monitored by the
Supervisor as well.

18. Autodialer
Effectively run outbound campaigns
through autodialer.
Client can create autodialer campaigns
easily through the interface.
Super Agent will start Autodialer
Campaign.
As campaign start it will detect how
many agents are in queue and then start
throwing calls according to the number
of agents free to take call.

19. Call Forwarding
Using the facility of Call Forwarding,
client can set number forwarding to the
desired numbers.
Call Forwarding facility can be used
effectively in off hours or on official
holidays.
Using Call Forwarding, calls will
automatically route to the assigned
number to take care of customers in off
days or in after hours as well.

20. Automatic Call Distribution
A key feature of call center application
Maintain balance between calls and
agents
When the calls comes in it look for the
priority agent to transfer the call
In case agent is busy, put customer on
hold and as soon as agent gets free
transfer the call to the agent.

21. CRM Application Features

22. Leads Management
Agents can create new Leads into the
system & set appointments with the
Customer through integrated scheduler.
Agents can schedule appointment
according to the schedule of customer
and sales person.

23. Agent Management
Administrator can create agent at any
time.
Administrators will able to manage
agent privileges and can setup
multilevel Call Center agents.

24. Agent Assignment to Campaigns (Inbound/Outbound)
Administrator can assign agents with
specific company
Assign them with auto dialer campaign
as well.

25. Heard About us
Heard About Us functionality provides
an interface to:
Identify source of calls
Source of the information
Helps management take positive
decision to focus on the marketing
source providing heavy flux.

26. Autodialer
Provides a facility to create unlimited
number of campaigns in the system
Associate and upload number of
potential customer leads by just
uploading CSV file into the system
For one company there can be only
one auto dialer campaign running at a
time.

27. Campaign Management
Administrators can manage their
campaigns using CRM Application,
Campaign Management module.
They can add new campaign and assign
agents to the campaign.
Campaign Management module also
offer campaigns, associated users/agents
and generated leads monitoring facility.

28. Marketing Campaign Analysis
Marketing Campaign Analysis is a very
powerful tool for the higher management
to see from which campaigns they are
getting more effective results and what is
the ROI of that Marketing Campaign.

29. Call Receiving Popup
Whenever there is a call coming into the
system and lands on a particular agent
softphone, that screen will automatically
be changed to an entry form for agent to
enter details into the system of
a customer who is calling.
Automatically popup the existing caller
information with the call.

30. Potential Leads
There is an interface provided to all
agents who are receiving and making
calls, using that interface agents will be
able to first build the list of the numbers
to whom they want to contact and then
by just clicking dial button system
connect the call between agent and
customer automatically

31. Sales Representative Management
Through this system client can add their
sales person into the application. When
calls come in then agents can setup a
physical meeting with the customer
using their sales rep and by visually
looking that in which timeframe the sales
rep is free.

32. Reporting
Administrative staff and super agent will be
able to manage, print and monitor their
respective campaign activities:
Appointment Summary Report
Appointment Detail Report
Sales Report
Campaign Analysis Report
Live Call Detail Report
Call Over 45 Second Report
Missed Call Report
Agents Summary Report
Agent Detail Report (Agent Wise)
Agent Activity Report (Company Wise)
Daily Agent Reports
Weekly Agent Reports
Sales Summary Report

33. Results
Time Saving
Gain in Productivity
Huge Reduction in Costs
Agents have much happier WORK PLACE
Supervisors CONTROL System and Agents
LIBERATION from Manual System
A complete monitoring of system through reports

34. Clients & Partners

35. Contact
Tech Bridge Consultancy
Office # 722, 7th Floor Al-Hafeez Shopping Mall,
Main BLVD Gulberg III, Lahore Pakistan
54600
Tel: (92 42) 3577 4955
www.techbridgeconsultancy.com