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ctIntroduction – team evolution

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Introduction – industry sectors catered to

Crosscode

BPO

Retail

BFSI

Healthcare

Utilities

OEM

Telco

IT SI

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Introduction – key clients

Copyright of all logos & trademarks depicted above are acknowledged

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Introduction – expertise areas

Domain Capabilities

CTI

• Interface adapters between disparate proprietary platforms like Avaya, Cisco, Siemens, Nortel, etc.

• Intelligent IVRS based applications like conference bridges, call routers, emergency response systems, validating systems across any underlying telephony platform.

• Reporting engines for above mentioned platforms• Voice logging & QA solutions for the platform• Agent desktop and CTI pop-up applications for platforms like Genesys, Aspect,

Avaya, Cisco.

Asterisk

• Installation, implementation and configuration with all possible telephony trunks – PRI, SIP, H.323, SS#7, STM & GSM.

• Dial-plan configuring and scripting.• Complete Asterisk support and associated services.• Complete Asterisk training.• Integration with speech engines like Nuance for speech enabled IVR systems.• Integration of video capabilities into Asterisk for IV&VR Systems.

Application development

• Custom built enterprise wide applications built on the CommTRACK platform.• Call center process based applications which can be integrated with CommTEL

platform for seamless call + data integration.• Stand alone Java / VC++ / C / C++ applications.• Web service (SOAP) based applications using AJAX, JS, PHP.• Application design consultation.

Database• Performance tuning, query optimization and designing complex high performance

database and queries.• Support and services on MySQL, MS SQL and Oracle.• Database design consultation.

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Introduction – expertise areas

Domain Capabilities

Speech technologies

• Develop applications and IVRS using Nuance Recognizer 9.0 & 10.0 as the ASR.• Develop application using Nuance TTS.• Develop associated grammar for speech enabled applications.• Use Sphinx for building less complex ASR based applications.• Design and develop VXML 2.0 based applications for dynamic IVR flows.

VAS• Telco grade automated outbound dialer (OBD) or call blaster implementations .• Multi-cast video conference based VAS for mobile phones or PCs.• Designing, developing and deploying SDP applications for voice or text services.

Mobile applications

• J2ME applications for CommTRACK based enterprise applications ideal for field based data capture / display.

• Video conference client for iOS based devices – iPhone, iPad.

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Introduction – USPs

Key factors endearing us to our clients –

• Single vendor and single point of contact and responsibility for all services related to addressing your customer call handling & communication needs through –

o An end-to-end call center platform encompassing PBX to voice logger to agent desktop to softphones.

o Intelligent self-service enabled IVR systems which are capable of both Speech and DTMF inputs.o Intelligent business process applications like CRMs, ticketing platforms, call trackers and other

custom built enterprise applications.o Critical CTI layer applications like cross-platform adapters / connectors for disparate legacy PBX

and application (CRM/ERP/Speech) platforms.o Automated outbound dialing and SMS service to customers.

• Vast experience & high expertise levels in application / product development in telecom, contact centre domain.

• Approach and focus is always to understand and resolve the pain areas of the client, hence our solutions and implementations are always economical, efficient and most importantly, very effective.

• We are driven by a sense of ownership towards our clients.

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•Complete call center platform•CTI Layer with 3rd party PBXs•Reporting engine with 3rd party PBXs•Agent desktop applications•Cross-platform adapters

•Independent IP PBX•Office PBX with extensions•Stand-alone IVRS•Voice logging applications•Conference bridges•Emergency response systems

•Incident tracking platform•Customer Lifecycle Management•Customer services management•Ticketing platform•Complaint management platform•Response managementPu

rpos

e•Tele-marketing•Phone based surveys •Customer care center•Payment collections•Local search engine integrations•Desktop / PC support•Movie DVD rentals…

•Phone banking•Phone / IVR based payment •Speech based IVR call flows•Promo campaigns / OBDs•Data collection & playback•Ombudsman services•Conversation evidence…

•Customer grievance•Rural grievance•Internal inventory / requisition•Product replacement & refunds•Product enquiry to selling•Service request tracking•Facility request & service…

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ctProduct Line – unique Cross-X implementations

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Application Description

Emergency Response Services

This is an IVRS based employee emergency response service, where employees can call in to get intimated about urgent messages or happenings. This is an agent-less operation. Admins can call in and record emergency messages over a phone call also.

Call Routing Services Calls landing on a toll-free number from across the country from various retailers / outlets are automatically redirected to their respective services centers, there is no manual intervention.

Multi-party Conference Bridge Services

All India based employees dial into a conference bridge which is hosted in Bangalore, provide their conference IDs and PINs and are automatically directed and connected to their designated conference rooms. The other leg of the conference bridge is connected to a similar system hosted in the US headoffice.

Scheduled Call Connect Services

Patients trying to talk to a doctor or consultant can get their calls scheduled as per the availability of the doctors. Once a call is scheduled, the platform automatically dials the doctor at the scheduled time, dials the patient, when both calls are connected, they are patched so that both can talk to each other.

Call Patching ServicesThis is a unique call patching system where a caller can get connected to a called party without knowing the called party’s number. They can give a Profile ID or Employee ID. This helps in protecting each party’s private details but at the same time allowing them to talk to each other.

Call Blasting ServicesThis is used to do call blasting campaigns, where a huge number of contacts are dialed simultaneously and when they are connected a pre-recorded message is played to them. The users can also punch in some feedback on the message.

Conference Blasting Services

This can be used for one – to – n party conference, where one user dials into a particular number and this in turn initiates simultaneous calls to a list of pre-defined numbers. As the called parties get connected they become participants in the conference. In this system only 1 user (the leader) can talk and rest participants can only listen. If they want to talk, their message will be taken as a recording.

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Supports In-bound, Out-bound & blended operations. Built-in QA tool for voice recording, playback and download

Highly scalable architecture and resource efficient Intelligent & highly configurable campaign, DNC, churn, re-try management tools

Highly available system, with in-built fail-over mechanism. Real-time dashboard for channel status, trunk availability, agent activity, queue status, campaign penetration

Supports predictive / preview / auto-preview / blaster (OBD) / manual dialing modes

Exhaustive & customizable set of reports on agent performance, lead penetration, dialer performance.

Supervisor can barge-in, coach, monitor, change agent ready / not ready, etc non-intrusively and on-demand.

Intelligent and configurable call back feature & queue management for inbound operations

Can integrate with any Web-based or applet based CRM or Oracle Forms application

Customizable MOH

Supports operator trunks for both ISDN PRI (E1/T1) circuits as well as SIP trunks

IVRS with ACD capabilities defined as per business requirements.

CallDesk Agent Desktop comes with “WYSIWYG” user-friendliness & inbuilt softphone

Can integrate with any legacy PBX or channel bank to connect analog extensions

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ctProduct Line – CommTRACK highlights

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Micro-level configurability allows an exact fit to your requirements from the platform

Seamlessly coupled with Crosscode’s CommTEL Call Center Platform

Scalable & modular architecture allows for rapid ramp-up & plug-n-play of features

Easy to integrate with SMS gateways or alternatively can use GSM modems for SMS

CommTRACK is High-Availability ready with built-in failover mechanisms

User interfaces have been designed with the logical flow of ticket in mind, thus leading to easier training & quicker adoption by users

Platform comes with a robust & intelligent rule & escalation engine that can be configured easily using a intuitive UI

Admin interfaces are comprehensive & ‘to-the-point’. Focus has been to make the tools & dashboards accessible with fewest clicks

Propagation of tickets to “owners” is single-step & linear, leading to faster resolutions

Real time alerter service is part of the platform which can be used to broadcast critical messages across all users

Can be used in different avatars – call based, counter based, kiosk based, Web based

Standard and customizable reports are available

Easy to integrate with enterprise applications like SAP, Siebel, Salesforce, etc

24x7 support desk by CommTRACK’s developer team, hence support is fast & effective, without any loops or dependencies

Easy to integrate with enterprise telephony platforms like Avaya, Cisco, Genesys, etc

A commercial model that can scale with growth in requirement, thereby mitigating risk

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• No infrastructure hassles at your end• You define the requirement, we design the call flow• Consultation on customer experience• Prompt recording

Hosted IVRS• Secure & reliable hosting of CommTRACK applications• Complete ownership of application uptime• Single point of contact for telco, ISP & application• No IT team or IT Infrastructure required at your end

Hosted Applications

• Custom built applications developed for any business process• Consultation on application design, user experience & scope• Technologies – Java, .NET, Web services based applications or portals• Conversion of legacy (VB, QT, Foxpro) applications into SOAP based applications.

Custom Software

• PCI DSS compliant• Complete service from PG to IVR. We can integrate with any PG from your bank• Process based customisations can be done• Flexible pricing models

Payment IVR• Cross platform adapters for OEMs like Avaya, Cisco, Siemens, Genesys, etc• Reporting engines, voice loggers, IVR applications for varied platforms• CTI popup applications, CTI toolbar integrated with enterprise CRM• Single window CTI + CRM applications

CTI Applications

• Speech applications integrated with Asterisk• Stand-alone speech applications – key word spotters, confidence scores• Grammar development & fine tuning ASR applications• Building TTS enabled IVR or applications

Speech Services

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ctTrivia – been there, done that

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• Hospital emergency and patient contact centers powered & serviced by our solutions

• Call center + IVR platform powering veterinary helpline for Govt. of Karnataka touching 4000 department hospitals/centers, 1900 doctors, 2200 para-vet staff covering 38 lakh households.

• e-Governance initiatives of the Govt. of Karnataka are powered on our call center platform

• Hosted IVRS used by leading vehicle manufacturer to receive, record & track customer / vendor complaints

• Speech based applications for VAS, Govt. agencies. Implemented speech based VAS IVR for a leading mobile operator. Implemented 1500 port outbound IVR (OBD) for mobile operator.

• Bouquet of hosted IVRS based solutions used as emergency response systems, conference bridges, auto call routers for leading MNCs from the field of software, lens manufacturer, chip/processor OEM

• Hit 70,000 calls per day in predictive dialing mode for domestic BPO operations

• Domestic & global BPOs serviced by our niche CTI solutions

• Leading Indian bank using custom built SS#7 based application for their customer care operations

• Unique incident tracking platform that is powering complete customer lifecycle management for automobile dealerships, service request tracking for leading optical equipment OEM, heavy electricals OEM

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Crosscode Technologies Private Limited,No. 478, 2nd Floor, 1st Main Road, Anand Nagar, Bangalore - 560024, India.

Sales / Enquiry – enquiry@crosscode.inHelpdesk – helpdesk@crosscode.inLandline - +91.80.3082.5300Cell - +91.99169.65415

Thanking you…