PRO CALL CENTER

SYSTEM

15 Years of Professional Experience in

Telecommunications & Software Development

AGENDA

Who is PRO Team Telecom Company?

Samples of Our Clients

Our Approach

PRO Call Center System

Benefits

System Architecture

Features

Live Monitoring Interface

Recording Calls Browser

Reports

WHO IS PRO TEAM TELECOM COMPANY?

PRO Team Telecom provides professional solutions for

Private Branch Exchange (Alcatel, Avaya & Panasonic PBXs),

Internet Protocol PBX (IP PBX), Call Center, Automated

Interactive Voice Response (IVR), Video Conferencing,

Customer Relationship Management (CRM), Supply Chain

Management, Access Control, Closed Circuit Television

(CCTV), and Fire Alarm.

PRO Team Telecom was established at Egypt in 2014 by team

of professionals working at telecommunications and software

development since 2002. Our staff experience has been built

through their participation at 35 call center, 33 PBX, and 24

CRM projects.

Our reference list includes 17 hospitality, 13 real estate, 11

medical, 7 tourism, and 9 miscellaneous including World Food

Program (subsidiary of United Nations); Egyptian Food Safety

Authority (subsidiary of Egyptian Presidency); Egyptian

Ministry of Finance; Chloride Egypt for Batteries; and the

hyper market chain “Hyper ONE”.

SAMPLES OF OUR CLIENTS

SAMPLES OF OUR CLIENTS (CONT.)

OUR APPROACH

Our call center & CRM core engines (Asterisk & vtiger) are community-based not vendor-based like Alcatel, Avaya ..etc, so you have the following benefits:

Low price.

Very powerful products as there’re communities develop those engines rather than single enterprise in case of vendor-based systems.

Having many enterprises providing development; maintenance; and support rather than being tailored to a single enterprise as in case of vendor-based, but we guarantee that you’ll be happy with us and not go to any alternative.

Our systems are compatible with standard hardware (IP Phones, Headsets ..etc) rather than being tailored to a specific brand as in case of vendor-based systems.

OUR APPROACH (CONT.)

Our Call Center System are software-based, so you

can extend the system functionalities using

software modules.

Where for hardware-based systems, any

extension requires a specialized hardware such

as IVR card, Voice mail card ..etc.

For our system, you’ll need hardware card only

when you need to extend the phone lines

capacity, while all other functionalities are

extended using software modules.

PRO CALL CENTER SYSTEM

PRO call center system is based on Asterisk, the

world’s most widely adopted open source

communications platform:

Deployed in over 170 countries.

2 Million downloads annually.

On more than 1 Million servers worldwide.

Approximately 1.3 million new endpoints each

year.

86,000 registered community members.

PRO CALL CENTER BENEFITS

0% call loss and being available 24/7:

For the customer who calls after the working hours or at the vacations, he will have voice mail option to record his request, and the voice mail will be sent immediately by mail to the responsible employee. Also, we provide the option to divert his call to a mobile number, if there's one assigned to handle those calls.

If the customer hangs up the phone before the call center agent answers him, due to error from the customer side or long waiting time at the rush hours, we provide immediate automatic assign of this abandoned call to an agent to call back the customer.

PRO CALL CENTER BENEFITS (CONT.)

Hire fewer agents by providing automatic functions through IVR without any intervention from agents. Automatic functions will keep your enterprise available 24/7, and enable you to serve the customers in better way at the call center rush hours.

Case studies: Active for Medical Services – Medical Insurance

System.

Chloride Egypt – Battery Warranty Activation System.

FexEx* - Shipment Tracking System.

Ministry of Interior - Egypt*.

Ministry of Interior - Kingdom of Saudi Arabia*.

Prime Health for Medical Services* – Medical Insurance System.

* We participated in these projects before we establish PRO Team Telecom.

PRO CALL CENTER BENEFITS (CONT.)

Full integration between the call center and our

CRM or your CRM or your Enterprise Resource

Planning (ERP); then the sales, customer

support, marketing, and inventory can be

automated and tracked.

Case studies:

Masr International hospital.

Ragab Sons Supermarket*.

Water Egypt*.

* We participated in these projects before we establish PRO Team Telecom.

PRO CALL CENTER BENEFITS (CONT.)

Complete web based monitoring & reporting for

the agents’ activities.

All calls are automatically recorded and available

through a web based interface.

The agents, queues, and phone lines can be

monitored live; and the supervisor can whisper the

agent to guide him through the calls.

Professional image for your call center through

IVR, voice mail, call recording, and perfect call

distribution.

CASE STUDY ON PRO CALL CENTER

BENEFIT (0% CALL LOSS)

1. Real Estate company has 1 PRI and 20 agents,

using our system, they saved the following calls

from loss:

2. Real Estate company has 4 analog lines, at 7

months, they got 6,580 new leads by saving the

abandoned & diverted calls from loss.

During working hours, 9 am to 6 pm 1080 abandoned calls at 66 days

After working hours, 6 pm to 9 am 1702 calls at 66 days

During working hours at Ramadan

campaign, 9:30 am to 12 am

2170 abandoned calls

After working hours at Ramadan

campaign, 12 am to 9:30 am

1137 calls

CASE STUDY ON PRO CALL CENTER

BENEFIT (0% CALL LOSS) (CONT.)

3. Client has 12 lines, at 9 months; they received

122,075 calls, and had 16,625 abandoned and

out-of-working-hours calls that generated

automatically 12,646 unique new leads.

4. Real Estate client has 5 lines, at 2 months; they

received 2,739 calls, and 582 unique new leads

were generated automatically from abandoned

& out-of-working-hours calls.

5. Client has 8 lines, at 6 months; 18,000 unique

new leads were generated automatically from

27,000 abandoned & out-of-working-hours calls.

PRO CALL CENTER SYSTEM

ARCHITECTURE

Agents

Call center & CRM server

Phone lines

Network Switch

AGENT PHONE CHOICE 1: IP PHONE

CHOICE 2: SOFT PHONE + USB HEAD SET

PRO CALL CENTER FEATURES

Interactive Voice Response (IVR).

Voice mail.

Automatic Call Distributor & Queuing.

Voice mail & divert to mobiles after the working

hours.

Automatic call recording.

Support for vtiger CRM integration.

Web based live monitor for agents, queues, and

phone lines.

Web based browsing for the recording calls.

Reports and charts for call center activities.

Skype integration.

PRO CALL CENTER LIVE MONITORING

PRO CALL CENTER RECORDING CALLS

BROWSER

PRO CALL CENTER REPORTS

1. Agents Summary Report

2. Agent Performance Chart over Time Period

3. Daily Load Chart

4. Hourly Load Chart

5. Daily Compare Chart

6. Daily Call Details

7. Monthly Call Details (Calls List & Summary

Chart)

8. Monthly Compare Chart

9. Abandoned Calls

10. Diverted Calls

REPORT 1: AGENTS SUMMARY REPORT

REPORT 2: AGENT PERFORMANCE

CHART OVER TIME PERIOD

REPORT 3: DAILY LOAD CHART

REPORT 4: HOURLY LOAD CHART

REPORT 5: DAILY COMPARE CHART

REPORT 6: DAILY CALL DETAILS

REPORT 7: MONTHLY CALL DETAILS

(CALLS LIST & SUMMARY CHART)

REPORT 8: MONTHLY COMPARE CHART

REPORT 9: ABANDONED CALLS

REPORT 10: DIVERTED CALLS

THANK YOU