1. Alliance UC 2000 Version 1.0
Date May 03rd 2012
Statement of Work
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2. Alliance UC 2000 Version 1.0
Date May 03rd 2012
1.0 Requirement of the customer - Telephony Inteface
• System should be able to automate the process of receiving calls and directing the
call to an agent based on certain parameters
• System should be integrated with the customers database
• System should be work on single PRI (Supports 30 simultaneous calls )
• System should be able to transfer the call to the agent based on certain Logic and
parameters
• System should work on existing LAN
• System should provide detailed MIS reports
• System should be upgradeable to support IVRS, TTS, and UMS technologies.
• System Should integrate and work with an PBX or direct lines
• Vendor to provide 24X7 support and 4 hours response time.
• The system should be able to intelligently route calls to the appropriate customer
service person based on who is calling and the purpose of the call, based on the
caller's response to voice prompts.
• The system should be able to fetch information from customer Database based on
the customer ID entered by the caller. this information should be populated and
displayed on the agent’s screen
• The system should monitor the status of the agent such that no calls are transferred
the extension in case the agent opts for busy mode from the agent screen
• The system should be able to generate a screen POP –up as and when a call is
transferred to the agent call/
• The system should be able to initiate an out bounds based on a lists uploaded
(Predictive dialling)
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3. Alliance UC 2000 Version 1.0
Date May 03rd 2012
2.0 Overview
Overview
Call center focuses on efficient, personalized call handling by group of agents representing
the enterprise / service provider, it facilitates the business to communicate with people in an
organized fashion from a central point.
Alliance Voice Xchange will make sure that customers calling get through and are
connected to the right source for assistance. The system will put the callers onto Interactive
Voice Response system (IVR) IVR is an automated voice reply service where the customer
enters information, commonly via the telephone keypad, and receives system generated
voice answers without manual intervention. Through this module most of the routine queries
can be handled by efficiently utilizing the expensive resource – Manpower. Alliance Voice
Xchange in a Call center can help the business gather information about how customers
perceive them, provide better quality customer service, and even speed up crucial process
of servicing the caller efficiently. The staff members of a call center are usually referred to as
agents.
Inbound Calls
The system is so designed that it would perform all the tasks from receiving a call to finally
establishing it to the agent. To start with the system would be capable of handling thirty
simultaneous calls The system can be scalable by deploying additional cards and licenses..
In the offered system maximum call-taking capacity can be as high as 240 simultaneous
calls that can be increased further by adding additional servers in the same infrastructure.
In bound calls are handled by mechanism of Dialed Number Information Service (DNIS),
ACD (Automatic Call Distribution) and Intelligent Routing. IVR is used to provide call
handling and assist the callers during overload condition. The routing will work with IVR to
direct the call to most suitable person.
The agents will receive the calls with appropriate screen-pops. The DDE/OLE/COM interface
is provided to interface with third party applications to enable screen pop of the correct
application screen.
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4. Alliance UC 2000 Version 1.0
Date May 03rd 2012
The post call management allows wrap-time for the agent and then next call will be directed
to the agent.
3.0 Proposed Modules
Following are the basic modules that will be implemented for the project:
Modules Description
1 Alliance Voice Xchange This is a configurable call flow generator, It offers
Module (IVRS) a fully integrated Interactive Voice Response
(IVR) product to connect your customers,
databases, telephones,
2 Automatic Call Distribution This forms a part of the voice Xchange An
Module (ACD) Intelligent Call routing mechanism is achieved
using ACD Module
.Calls are transferred to the agent based on
certain logic such as equal distribution of calls ,
Skill based routing, etc
3 Alliance Ensembler an Enterprise Relationship Management
Software, which provides a fully integrated
package for Caller takers and Helpdesk
Management.
4 Computer Telephony Using the CTI module, the system integrates
Integration Module (CTI) with the CRM and Populates the information on
the screen of the agent
5 Alliance Arcane * Is Performance monitoring system, which forms
a key to monitor, record, store and evaluate
voice & data interactions in a call centre
6 Alliance UniVersus A multimodal messaging system –with interface
to Voice Mails
7 Alliance Predictive Dialler An Automated Dialler with intelligent routing and
distribution of calls
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5. Alliance UC 2000 Version 1.0
Date May 03rd 2012
4.0 Functionality of the proposed system
a. E-1 lines from the service provider will be connected to the telephony server.
b. All call centres agents will be connected to the telephony server over IP
c. All the agents will have client PCs and USB Headsets
d. The telephony server will host the Voice Xhange Licenses and ACD
Module
e. Agents shall have access to the call taker module
f. Depending on the option chosen by the caller and type of caller , the system shall
populate the information on the screen of the caller
g. All recoding between the agent and caller will get recorded and tagged to a
specifc
case ID generated by the CRM.
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6. Alliance UC 2000 Version 1.0
Date May 03rd 2012
5.0 Proposed Working
Inbound
The proposed solution will be implemented at customer end with integration to the existing
infrastructure. At present the solution is proposed for thirty agent positions with different
roles and rights . Any caller desired to seek services of the call center will have to dial onto
the centralized call center number as publicized by authorities. They would be greeted with a
welcome message followed by the option of choosing the language. On selection of
language the system would present before the caller a set of options
Depending on the option chosen by the caller the system would transfer the call to the
agent. As the call is transferred to the agent the system would fetch information based on
the logic as below from the back end database and populate the information on the screen
of the caller. In case of a new caller, the system will capture the caller ID of the caller and
open a new profile case . In case of the second time caller , the system will populate the
information of the existing customer.
The conversation between caller and agent will be recorded in a file and the same can be
tagged to the call details by the agent while wrapping up the call. The recording can be
further analysed for monitoring and quality purpose.
Out Bound
What differentiates common auto diallers in the market with world-class Predictive dialler is
the predictive algorithm that guides the dialling principle. Most of the diallers touted to be
predictive are nothing more an auto dialler with manually managed pacing. The true
predictive dialler is adaptive in nature and adapts and controls its behaviour based on the
past pattern of dialling and Agent’s call handling patterns. Predictive dialler from Alliance is
truly adaptive in nature and evolves its dialling pattern over a shift based on the quality of
lead list, the gateway connectivity pattern, Average Handling Time (AHT) for the agents and
the abandon call percentage as prescribed list by the FCC norms. The dialler makes sure
that even on worst quality lead list your agents are able to get a decent connects and that
the leads are churned as quickly as possible. The Alliance predictive dialler is one of the
most adaptive as well as the easiest to use with very simple configuration steps and very
intuitive User Interfaces for the administrator
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7. Alliance UC 2000 Version 1.0
Date May 03rd 2012
Major Highlights of Predictive Dialler are
 Highly adaptive in nature with auto pacing
 Intuitiveness to detect and mark a lead list as bad or a gateway as
Unreachable
 Facility for the agents to move to Preview (Manual Mode) in between
Predictive calling
 Web based Interfaces for configurations
 Telnet based access for monitoring the call flow
 Live update on the lead status for each list
 Facility to set bulk rescheduling and re-churning of the leads
 Facility to set call backs from the agent interface
 Facility to set strict mode for a call back so that the same agent receives
the call the next time when the lead is called back
 Setting up call back in predictive mode based on basic disposition of the
dialer as well as customized disposition for the campaigns as created by
the administrator
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8. Alliance UC 2000 Version 1.0
Date May 03rd 2012
6.0 Proposed Bill of Material
Hardware Components
S No Item Description Quantity To be provided by
1 Xeon /250 GBHDD/ 8 GBRAM/ 1 Customer
2 Standard Rack to host the 1 Customer
Servers
3 Telephony card (30 Connects ) 2 Alliance
4 KVM Switch and Cables 1 Customer
5 IP headsets 30 Customer
6 Client PC 30 Customer
Software Components
Item Description Quantity To be provided by
1 Voice Xchange Licenses with Thirty Alliance
ACD and CTI
2 Alliance Ensembler Single Thirty Alliance
server Licenses with 30 agent
License
3 Alliance Arcane Licenses Thirty Alliance
4 CTI Integration Screen POP Twenty Alliance
on Ten agents
5 UniVersus (Voice mail ) Thirty Alliance
6 Predictive Dialler (Single TL Thirty Alliance
and 29 Agents )
Services Offered by Alliance
Item Description Description
1 Installation and Implementation One-time installation and
implementation
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9. Alliance UC 2000 Version 1.0
Date May 03rd 2012
2 Editing and Integration of Voice Prompts One Time recording of
voice prompts
3 One time Customization of Alliance Ensembler Custom development
based on the specific
customer business logic
6 Administrator training and user Training One Day
7 Annual Software Maintenance and onsite support One
package
7.0 Costing of the Project
Item Description Unit cost(Rs) Quantity Total Cost
1 Agent wise Licenses 30
2 Supervisor License 01
3 Installation and Limited to two days
Configuration @site
4 Training at Site Limited to One day
@sie
5 Travel and Expense Limited to single
Visit for 4 days
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10. Alliance UC 2000 Version 1.0
Date May 03rd 2012
Roles & Responsibility
Stakeholder
Short Name Full Name
Alliance Alliance Infotech Private Limited
Customer
BIS
Responsibility Matrix
S. No Activity Responsibility
Material
1. Hardware Servers Customer
2. Core Softwares – Alliance VoiceXchange, Arcane ensemble, ACDAlliance
Module
3. Software (3rd Party) – Windows, , My SQL (Database) Customer
4. IP Head sets Customer
Logistics & Material Management
5. Shipment of material to site Alliance
6. Provide place for implementation Customer
Equipment Implementation & Integration
7. Site Readiness Customer
8. Electrical connection up-to the place of installation Customer
9. Networking connection up-to the place of installation Customer
10. Connections from Gateway Customer
11. Termination of the PRI from the Service Provider to the premises Customer
12. Installation of hardware Alliance
13. Installation of Software (Operating System, My SQL database) andAlliance
core software (Voice Xchange , Arcane , Ensembler, ACD Module )
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11. Alliance UC 2000 Version 1.0
Date May 03rd 2012
S. No Activity Responsibility
Documentation
14. Installation & Integration Plan Alliance
15. List of pre-requisites for installation (Site –readiness checklist) Alliance
16. Acceptance of List of pre-requisites for installation (Site –readinessCustomer
checklist)
17. Prepare Acceptance Test Procedures Alliance
18. Approval of Acceptance Test Procedures Alliance
19. Training Plan Alliance
20. List of pre-requisites for Training Alliance
21. Acceptance of Training Plan for duration and pre-requisites forCustomer
training
22. Technical documentation for Installation, Commissioning,Alliance
Integration, Operation and Administration
23. Technical Support documents Alliance
24. Finalize the List of reports and respective format of each report to beAlliance &
delivered Customer
25. Sign off the List of reports and respective format of each report to beCustomer
delivered
Acceptance Testing
26. Execute Acceptance Test Procedures
Alliance &
Customer
27. Collect Acceptance Test Results
Alliance &
Customer
28. Signed Acceptance of Test Results Customer
29. Prepare Test Report Alliance
30. System Acceptance Customer
Training
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12. Alliance UC 2000 Version 1.0
Date May 03rd 2012
S. No Activity Responsibility
31. Organize facility for Training Customer
32. Organize team of resource to receive training Customer
33. Training Presentation Alliance
34. Training Material Alliance
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13. Alliance UC 2000 Version 1.0
Date May 03rd 2012
Time Line
Estimated Time Frame Description
(For completion)
Day 0 Confirmation of order
Day 7 Finalization of System Requirement Specifications
Day 15 Finalization of Call Flow, Voice Prompts and Voice Files,
Work process, screens
Day 30 Internal Development and testing
Day 31 Shipment and Installation at site
Day 40 User Acceptance Test and Final Commissioning
Day 43 Training
END
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14. Alliance UC 2000 Version 1.0
Date May 03rd 2012
Feature List
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15. Alliance UC 2000 Version 1.0
Date May 03rd 2012
Alliance UniVersus™ UC 2000
Sl.No Features Client Remark
1 Ensembler - The CRM Yes
2 Help Desk Yes
3 Contact Center Yes
4 Phone System Yes
5 Video Calling N0
6 Call Transfer Yes
7 Caller ID Yes
8 Conference Bridging Yes
9 Call Detail Records Yes
10 Automated Attendant Yes
11 Music On Hold/Transfer Yes
12 Voicemail Yes
13 Call Queuing Yes
14 Time Based Call Routing Yes
15 Voice 2 Email Yes
16 Softphone Yes
17 Analog/Digital /IP Phone Support Yes
18 Configure Extension Yes
19 Outbound/Inbound Route Addition Yes
20 Remote Call Pickup Yes
21 TDM/SIP/IAX Trunks Yes
22 Do Not Disturb Yes
23 Custom VoIP Provider/SIP Trunk Addition Yes
24 Enhanced Mobility Yes
25 Blind/Supervised Call Transfer Yes
26 Distinctive Ring Yes
27 Voice Logger Yes
28 Recording incoming calls Yes
29 Recording Outgoing calls Yes
30 Tracking caller ID Yes
31 Tracking agent ID Yes
32 Agent status (On call/ not on call) Yes
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16. Alliance UC 2000 Version 1.0
Date May 03rd 2012
33 Barge-In Yes
34 Agent Score Board NO
35 Scoring Reports No
36 IVR System Yes
37 Greet with Pre Recorded Voice Message Yes
38 Single digit press to select desired option Yes
39 Message and Recording Services Yes
40 Voice Broadcasting (Survey / Promotions) Yes
41 Mail server NO
42 Send and Receive mails through web No
43 Bulk Mailer No
44 Email Address upload from .xls or .csv NO
45 Schedule Mail No
46 Mail Attachments No
47 Outlook Integration No
48 SMS Server No
49 Send SMS through Web NO
50 Mass SMS No
51 Schedule SMS No
52 Delivery Report No
53 Resend SMS No
54 SMS Alert No
55 Fax Server No
56 Fax To Email No
57 Email to Fax No
58 Conference Bridge No
59 Multiple conference Room No
60 Multiparty Inbound conference No
61 3 way conference from web No
62 Conference recording No
63 Lock unlock conference NO
64 Kick User No
65 Add user in conference No
66 Dialer Yes
67 Predictive Dialer Yes
68 Preview Dialing Yes
69 Voice Broadcast Yes
70 DND list checking Yes
71 Click to call Yes
72 Inbound Dialer Yes
73 Campaign Management Yes
74 Skill Based Routing Yes
75 Answering Machine Detection Yes
76 Lead Management Yes
77 Agent Panel
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17. Alliance UC 2000 Version 1.0
Date May 03rd 2012
78 Call Taker Screen Yes
79 Screen Popup with details yes
80 Hold/Unhold Yes
81 Wrap call Yes
82 Transfer call Yes
83 Mute/Un-mute Yes
84 3 Way Conference Yes
85 Login/Logout From Web Yes
86 Admin Panel
87 Agent Management Yes
88 Queue Management Yes
89 Campaign Management Yes
90 Online Agent Status (Busy/Available/Wrap-up/Hold) Yes
91 Online Queue Status Yes
92 Online Channel Status Yes
93 Online Campaign Status Yes
94 Recording Listening Panel Yes
95 Hold time + AHT + Wrap-up time Yes
96 Reports Yes
97 CDR Reports Yes
98 Agent Wise Report Yes
99 Date & Time Wise Report Yes
100 Call Time Reports Yes
101 Break Time Reports Yes
102 Hold Time Reports Yes
103 Case Report Yes
104 Queue Report Yes
105 Dialer Report Yes
106 Charts and Diagram Yes
107 Agent Score report (Quality Report) Yes
This sheet, meant for authorized use only, is the sole property of Alliance infotech and contains proprietary
material or confidential information and/or be subject to legal privilege. They should not be copied, disclosed to,
or used by any other party .
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18. Alliance UC 2000 Version 1.0
Date May 03rd 2012
Corporate Headquarters
B-254 Okhla Phase-1
New Delhi - 1100 20
India
Voice +91 11 26371851
Fax +91 11 26371853
info@alliance-infotech.com
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