Texonic Information Systems (Pvt) Ltd Ver 4.0

Call Centre +

Call Center Architecture

Agent Popup Agents

LAN

Call Center server

PSTN

SIP/ ISDN pri

• Proven and 15+ years experienced

• Fully Customizable solution

• All-in-One solution

• TiVA offers many features compared with PBX based call centers.

• 24 x 7 support

• Many unique features.

• Scalability and upgradeability

• Support SIP, ISDN, Analog

• Integration with any database / CRM / etc

Call Centre +

Auto attendant / IVR • Multilingual

• Auto day / night mode selection

• Holiday calendar

• CLI

• Black list table

• General voice mail box

• Unlimited menu levels

• Text to speech

• ACD/ UCD

• Skilled based routing

• CLI based routing

• Priority based routing

Call Centre +

Call routing features

TiVA CRM

• Customized solutions for any industry

Call Centre +

Agent Popup

Call Centre +

Caller details Duration

Language

Missed calls

In calls

Out calls

Buttons

Ref. number

User

Agent Popup features

Call Centre +

• Login • CLI (Caller number) • Name of the caller • Address in 3 lines • Contact number • Email address • Reason/ Type • Area/ Product • Order and call history • Search customer • Add new customer • Add new number to existing

customer • Call back reminders • Breaks • Logout

Optional - Agent pop up features

• Reference number generation

• Merge selected details and SMS

the message

• Call back dialer

• Click to dial

• Progressive/ Predictive dialer

• Additional data inputs/ drop down

selections

• Add locations in google map

integration

Supervisor / Wall board

Call Centre +

Wall board with Queue management

Call Centre +

Voice logging • Voice login with tags

• Logger search engine

Call Centre +

Other features

• Call whispering / barging / supervising

• Android based JAVA applications

• Different hold music based on language / product

• Support 10 priority levels

• CDR

• Backup and archive

Call Centre +

Integration

• SMS integration

• Email Integration

• Social media integration

• Support any database (MS SQL / Oracle etc.)

• Voice and data integration with any PBX / Cisco Call Manager

• Third party CRM

• Integrated ordering, Hotel PMS, Delivery POS applications

Call Centre +

Reports (More than 20)

Call Centre +

• Answered / missed /Abandoned detailed and summaries

• IVR breakdown

• Agent / group performance

• Answered / abandoned list

• Ring time (answered time) analysis

• Most and least calls with details

• Skill based

• Average answered / wait time

• Queues analysis report

• Agent login/ logout/ breaks

• Hold utilisation

• Call Centre Agent Adherence report

• Hourly call count

• Tailor-made reports...

Sample reports

Call Centre +

APAC office: Blk 12, Lorong Bakar Batu, #04-09,

Singapore 348745

Tel: +65 6842 5800

Support office:

No. 113/12, Dutugamunu street,

Colombo 06, Sri Lanka.

Tel: +94 115667900

TiVA solutions

Web. www.ticti.com Sapro solutions

Web. www.saprosolutions.com

Thank you.