Telecom Software Marketing Concept In Bpo Sector

AVIS E SOLUTION PVT. LTD.

A REPORT ON

TELECOM SOFTWARE MARKETING CONCEPT IN BPO Prepared By Mr. Pradeep Singh Rawat Batch – 18th International Name of the organization: Avis E Solution Pvt. Ltd. Under the guidance of : Mr. Amit Sharma(Business Manager)

A report submitted in partial fulfillment of the requirements of 2 Year Full Time Post Graduate Programme in Management (PGPM) at INSTITUTE OF MANAGEMENT AND DEVELOPMENT, NEW DELHI. INSTITUTE OF MANAGEMENT & DEVELOPMENT

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AVIS E SOLUTION PVT. LTD.

PREFACE The PGPM programme is well structured and integrated course of business studies. The main objective of practical training at PGPM level is to develop skill in student by supplement to the theoretical study of business management in general. Industrial training helps to gain real life knowledge about the industrial environment and business practices. The PGPM programme provides student with a fundamental knowledge of business and organizational functions and activities, as well as an exposure to strategic thinking of management. In every professional course, training is an important factor. Professors give us theoretical knowledge of various subjects in the college but we are practically exposed of such subjects when we get the training in the organization. It is only the training through which I come to know that what an industry is and how it works. I can learn about various departmental operations being performed in the industry, which would, in return, help me in the future when I will enter the practical field. Training is an integral part of PGPM and each and every student has to undergo the training for 45 days in a company and then prepare a project report on the same after the completion of training. During this whole training I got a lot of experience and came to know about the management practices in real that how it differs from those of theoretical knowledge and the practically in the real life.

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AVIS E SOLUTION PVT. LTD. In today’s globalize world, where cutthroat competition is prevailing in the market, theoretical knowledge is not sufficient. Beside this one need to have practical knowledge, which would help an individual in his/her carrier activities and it is true that “Experience is best teacher”.

ACKNOWLEDGEMENT With immense pleasure, I would like to present this project report for AVIS E SOLUTION PVT. LTD. It has been an enriching experience for me to undergo my summer training at AVIS E SOL., which would not have possible without the goodwill and support of the people around. As a student of INSTITUTE OF MANAGEMENT & DEVELOPMENT I would like to express my sincere thanks too all those who helped me during my practical training programme. Words are insufficient to express my gratitude toward Mr. Avneesh Mathur, the Managing Director of AVIS. I would like to give my heartily thanks to Mr. Rahul Chauhan, HR Department, who permitted me to get training at AVIS. I am very thankful to Mr. AMIT SHARMA, Business Manager who helped me at every step whenever needed. As we know research work needs hard work, keen insight and long patience with scholarly vision based on content operation hence it becomes a humble duty to express my sincere gratitude to all the employ of AVIS. At last but not least my grateful thanks is also extended to Mr. Abhishek Chaudhary (Vice Chairman’ IMD’ NEW DELHI) and my thanks to all my faculty members for the proper guidance and assistance extended by them. I am also grateful to my parents, friends to encourage & giving me moral support.

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AVIS E SOLUTION PVT. LTD. However, I accept the sole responsibility for any possible error of omission and would be extremely grateful to the readers of this project report if they bring such mistakes to my notice.

Date : 20TH June, 2009 PRADEEP SINGH RAWAT Place : NOIDA, U.P.201301 PGPM Duration : 4TH May to 16th June, 2009 SEM II

TABLE OF CONTENTS

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AVIS E SOLUTION PVT. LTD. Preface Acknowledgement Company profile 5 Associate company Product and services Management profile Key client case studies Customer list Marketing research Research design 25 Field workMethods used for data collection 31 Telecom software Contaque Introduction of Contaque 34 Contaque network deployments 44 Screen shots:agent interface Admin interface 51 Outbound reports 52 Graphical reporting Inbound reports 57 Contaque benefits 59 Some case studies Limitations My findings Conclusion INSTITUTE OF MANAGEMENT & DEVELOPMENT

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60 61 62 63 5

AVIS E SOLUTION PVT. LTD. Bibliography

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AVIS E SOLUTION PVT. LTD.

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AVIS E SOLUTION PVT. LTD.

COMPANY’S BACKGROUND “AVIS” was founded by two professionals from the IT & Telecom industry with the sole objective of providing “Technology Consulting and end-to-end solutions” to cater to the upcoming BPO, Corporate & Service sectors. We were the first to introduce a comprehensive VOIP solution to the SMB Call centre market and have successfully implemented Call Center Solutions in the market place. We have come a long way since then & have varied solutions on IM Messaging / IIPBX / Virtual Office & CRM. We have a dedicated team for Customized Software Development and also do customized Integration for “DIGITAL SIGNAGE” market in India.

ASSOCIATE COMPANIES INSTITUTE OF MANAGEMENT & DEVELOPMENT

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AVIS E SOLUTION PVT. LTD. AVV CONSULTANTS PVT LTD – A premier HR solutions company focused on delivering right people at right time to the clients. Is focused on Recruitments , Trainings & Outsourcing. VISINNOVATION MICRO SYSTEMS PVT. LTD: A Company focused on embedded Software Development and LED Displa Solutions. SYNAPSETECH E SERVICES PVT. LTD.: An International Call center located in NCR. Focused on delivering outsourced services to US Finance Industry & Inbound Support to multiple clients. E TRANSITION SYSTEMS - A process outsourcing Felicitation company with associates in US , UAE & Australia .

&

FOCUS AREAS Our Initial focus / target was the International/ domestic call centre market (12-50 seats). After our initial learning in the above market, we are now focusing on the SMB segment also (50-200 seats. “CONTAQUE”, our premier Call center solution has now been installed at more than more than 180 centers. Apart from Call Center Solutions, AVIS ventured into complete IPPBX solutions in 2006. We now have a end to end solution for both the markets. Our Portfolio encompasses Planning, Designing, implementing & Management of end to end solutions in VOICE, IPLC / Internet Leased Lines ,E MAIL & CHAT areas. We market & support “VISINNOVA DISPLAY SOLUTIONS “

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AVIS E SOLUTION PVT. LTD. We entered into Customized Software Development last year & are doing some projects for Domestic as well as an International Markets.

PRODUCT AND SERVICES “CONTAQUE”SOLUTIONS We offer the entire spectrum of solutions to meet the communication needs of Call Centers / BPO’s, Corporate & service sectors. CONTAQUE TM Call Center Solution: Contaque call center solution offers comprehensive Outbound / Inbound solution with predictive dialing, ACD / IVR capabilities to enhance the efficiency of the call centers. It also caters to the domestic call centers requirements where the application can be integrated with PRI, PSTN or GSM connectivity for calling, also taking into account the TRAI’s guidelines- voice recording, DNC and NDNC filtration. Contaque call center solutions are scalable to 500 + seats. CONTAQUE CORPORATE SOLUTIONS On the other hand Contaque corporate solution effectively manage the Business communication needs of multigeography, multi location organization at a lesser cost and also with out extra investment on the hardware : . Contaque VOS helps companies cut down their telecommunication cost drastically, while Contaque IPPBX is scalable and customizable interoffice communication solution compared to legacy PBX boxes , it is even integrated with the legacy PBX to safeguard the existing investments. Contaque IM Chat entirely works within a corporate network thus offering complete security, with complete functionality of a CHAT messenger & no need for an internet access

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AVIS E SOLUTION PVT. LTD. within the premises thereby reducing Internet BW utilization and also better control of Internet resources. End to End Hardware Products for Telecom Solutions. We do “Customized Software Development “projects for select customers. Marketing & Support for “VISINNOVA “ Display Solutions. VOIP HARDWARE * * * * * * * *

Hardware for Call Centers & Corporates Easy Talk IP Phones Easy Talk Display phones with headsets Easy Talk Dial phones with headsets FXS and FXO cards. ISDN / PRI E 1 Cards ATA’s USB Phones

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AVIS E SOLUTION PVT. LTD.

“CONTAQUE” CALL CENTER SOLUTIONS AVIS is a “Technology Consultant & Integrator” for implementing comprehensive CRM – Predictive Dialer – Inbound Solutions on “CONTAQUE “ TM - A Tailor made for Call Center Industry. CONTAQUE VARIANTS : CONTAQUE VOICE LOGGER SOLUTION [VL] : Contaque Voice Logger takes care of voice recording only while agent make manual calls with added features of call conferencing and call barging. There is no auto dialing and progressive dialing with voice logger. VL comes bundled with ATA box per seat if the number of seats are more than 10 . CONTAQUE ENTRY LEVEL SOLUTION [EL] Contaque Entry Level Solution helps call center in automating the dialing process without predictive dialing and AMD. CONTAQUE BLENDED SOLUTIONS [BS] : Contaque blended Solution takes care of Inbound and outbound calling needs of the call centers with inbuilt features of predictive dialing, AMD, IVR and ACD. By

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AVIS E SOLUTION PVT. LTD. Contaque blended Solution an agent has ability to take both inbound and outbound calls in one session. CONTAQUE ADVANCED LEVEL SOLUTIONS [AL] : Contaque Advanced Level Solution automates the dialing process and at the same time does predictive dialing for the agents and detects answering machine and fax machine tone and does not transfer the call to agents.

SCALABILITY FOR CONTAQUE CCS

450 Seats – multiple clusters of 150 seats each

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AVIS E SOLUTION PVT. LTD.

SERVICES Avis has over 150 man years of experience in providing consultancy, integration, maintenance and support services to our client base in areas of VoIP and Asterisk based services . Avis has experienced Asterisk Engineers who can take care of any Asterisk system, be it a single server Asterisk, a cluster of Asterisk Servers or Asterisk integrated with other tools. Avis has a 24x7 support infrastructure to provide these services . Avis's support and maintenance infrastructure offers Services at a very low of cost with assured quality & SLA’s. VOIP Consulting & Integration Services Avis can help you implement congregate IP communications across your business. We help customers to choose the right technology to meet their business demands, get value out of their existing technology, and ensure their communications environment is secure and manageable. We can simplify the management of many complex deployment phases in your VOIP implementation project. Asterisk Support & Maintenance Services Today’s business challenges are increasingly complex. Security is paramount. System availability with minimal risk is a must. Support for advanced technologies in business critical environments is

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AVIS E SOLUTION PVT. LTD. essential. Enterprises are challenged with delivering a competitive business advantage and more business value while lowering IT costs. Avis Asterisk Support & Maintenance Services can help you reduce the time, effort, and cost of managing your Asterisk infrastructure.

BACK OFFICE SUPPORT Our Technical support team provides level 1 & level 2 support 24x6 through NOC setup at AVIS premises to our customers, Support comprises of: * * * *

Online / On chat / Telephonic support Onsite Support Integration & Customized CRM Support Customized Tailor made support.

TELECOM EXPERTISE We have adequate experience & skill sets available in the following telecom areas: * * * * *

SIP VOIP CONFERENCE BRIDGES IP PBX CUSTOMIZED INTEGRATION

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AVIS E SOLUTION PVT. LTD.

CUSTOM BUILT APPLICATIONS Developers and technical team comprises of professionals having skills in:* Languages – Pearl, PHP, Java Script, XML, C/C++, AGI, ASP, JSP, VB, .Net * Platforms – Windows NT / Linux * Databases – SQL 2000 , Oracle * Webserver – IIS, TomCat, Apache * AVIS has developed and customized CRM and web applications for various clients. IMPLEMENTATION METHODOLOGY * Our implementation methodology has enabled us break projects in to offsite and onsite components enabling us to service our clients and bring to them significant cost advantage, without compromising on timelines. Our Ability to deploy teams offsite has infact reduced customization time frames. Avis follows iterative approach for customization and implementation during the course of project.

ENGAGEMENT MODELS We provide following engagement model in consultation with the clients . TIME & MATERIAL

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AVIS E SOLUTION PVT. LTD. This is the preferred option when project requirements are likely to evolve during the course of the project or when the client wants specialized skills for a period of time. FIXED COST This model is used when the project specifications are well defined and the client wants to limit time and cost exposure.

OTHER DETAILS * AVIS’s Current Sales ,Service & Software strength is about 50 people. * We have set up close to about 190 call centers all over the country. * With proven track record in the Indian market over past few years, Contaque now has global footprints. We have our international call center clients in Mauritius / London / Katmandu/ Dubai & U.S. * We are Headquartered in Noida in a latest state of the art Building & Infrastructure with 100 % power back up & capacity for 100 + people.

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AVIS E SOLUTION PVT. LTD.

KEY STRENGTHS * Strong Management Team * 50 Qualified & dedicated professionals to market, install , integrate, train & support the target segment. * 24X6 NOC to provide Remote support services maintenance, with complete infrastructure at the facility. 24X7 support available on demand. * Voice , Chat , E-mail support available. * In-depth Knowledge on IPLC/VoIP/ TDM/ VoIP / ASTERISK / LINUX and host of ACD/IVR/PD/Loggers.

MAJOR ACHIEVEMENTS * End to end conceptualization to integration done for 190 + centerson around 5000 plus seats including multiple Inbound Centers with specific CRM requirements. * Have worked on specific “Work Force Management” requirements for a couple of Call Centers. * Have implemented “Wall Boards” / “Display Solutions “ for various clients across India .

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AVIS E SOLUTION PVT. LTD.

MANAGEMENT PROFILES Avneesh Mathur

* Has 20 years plus of experience in the areas of Technology Sales, Marketing & Customer Service Delivery Operations in International & Domestic Markets. Have adequate Expertise in Finance & A/Cs. * Ex-Promoter & Founder of an INR 300 million Systems Integration and Services Organization. Has worked with companies like DCM Data Systems, ICIM(ICL, UK), IDM, IT&T / Progressive InfoTech. Is Co –founder of AVIS e Solutions Pvt. Ltd., E – Transition Systems, AVV Consultants Pvt. Ltd. & Visinnovation Microsystems Pvt. Ltd. * Is an Advisory Board member of Amity International School of Business .

Abhay Gupta

* Engineer and MBA with a telecom experience of over 14 years in

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AVIS E SOLUTION PVT. LTD. Customer Services / Technology sector in companies like HCL Communications Ltd & Tata Telecom. * Was Head of Technology at Flex Contact Centers ( 250 seater). Comes with varied experience from Installation to Integration to Corporate Planning. * An entrepreneur now, carries immense experience in the Target markets with in-depth Technology understanding on various Technology & Software platforms. * Co Founder of Avis e Solutions & Visinnovation Microsytems Pvt Ltd.

Vijay Advani

* An MBA with specialization in I.T & Marketing, Vijay has worked for software companies like “River Run-IBM Company” & moved to “Wipro Spectramind” to get the first hang of ITES / BPO industry. * Transitioned DELL Process to India in Spectramind. * As a techno-commercial professional he has been heading the Strategic Planning & Operations division.

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AVIS E SOLUTION PVT. LTD. * Has been a Promoter & founder of two Voice based Call Centers . * Is a Co – founder of E – Transition Systems, AVV Consultants Pvt. Ltd. Synapse Tech e Services & Visinnovation Microsystems Pvt. Ltd.

KEY CLIENT CASE STUDIES GREENS CALLNET PVT. LTD.

* Greens was looking for a VoIP solution with good voice

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AVIS E SOLUTION PVT. LTD. quality and stability . We implemented Netyantra IPCC on a pilot of 12 seats. With complete acceptability the solution was ramped up to 50 seats. * The focus of the centre being on operational efficiencies , we implemented both H323 and SIP there and reduced the cost of voice minutes dramatically , with consistent and good voice quality. * The solution is running 24*7 in all the three shifts.

SYSTEMS AMERICA

* This was a existing call centre ( 250 seats) with AVAYA and Mosaix on IPLC on 100 seats. They wanted a solution to integrate with the AVAYA Definity , on VOIP together with Dialer and logger to extend outbound capability from 100-250. * We implemented a Netyantra SIP server on VSNL Managed Voice minutes with Predictive Dialer and Logger, integrated to Definity with the use of Audiocodes Mediant. * We resolved the problems faced by them on the Mosaic Predictive Dialer and also made and trained their Engineers on the CRM for Mosaix.

MD EVERYWHERE

* US company who have set up shop in India to cater to specialized Medical Services comprising of Appointments Billing Consultancy

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AVIS E SOLUTION PVT. LTD. etc. 60 seater Outbound facility designed by us end to end.

ATS

* A 1200 + seats Domestic call center focused on “Financial Industry ”. We have implemented a very specific Predictive Dialer / CRM solution for them for a specific customer requiring various parameters / reports etc.

GEMCO TECHNOLOGIES PVT. LTD.

* Gemco wanted to setup a call centre starting from 50 seats and expandable to 150 seats. * We setup the centre on VOIP with CISCO 3745 as gateway with Divine Conversations as Predictive dialer and Nortel 11C as the EPABX. * We also made a Dialogic based logger for them for voice logging. * The complete security and data implementation was done by us.

Clinique de Rejuvenation

* Is a Delhi based leading company in the weight loss and fitness industry. We after understanding their requirements suggested setting up a captive inbound call center at their premises where

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AVIS E SOLUTION PVT. LTD. Avis has installed “ Contaque “ Predictive dialer with features of inbound and outbound calls, ACD, IVR so that the doctors and dieticians can attend the customers call and provide them consultancy over the phone.

NIBBANA GLOBAL – MAURITIUS

* First Outbound / Inbound Center for Contaque in Mauritius with 35 seats & will grow to 70 seats very soon. French Version of Contaque has been implemented as it is a French process.

HALCYON DATASYS

* It is U.K based company who have started their Inbound center in India & are focused on money transfer business very similar to Western Union Money Transfer. They started with 24 seats and are planning to expand by adding few more inbound processes.

CUSTOMER LIST- PARTIAL

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AVIS E SOLUTION PVT. LTD. ISCON ASIAN 24/7 SOLUTIONS COGENT CLINIQUE DE REJUVINTATION SIX SIGMA SHIPRA MALL SPICE MALL GMR CENTRESTAGE MALL SAHARA GROUP VARDHAMAN RUDRAKSH IGNEOUS INNOVATIONS VIZ TECH NIRNAY TECHNOLOGIES YANTRAM

ORIGIN TECHNOLOGIES WISDOM TECHNOLOGIES MD EVERYWHERE VIBJYOR ASIAN OUTSOURCING BMB SOFTEX A D SOFTEX BRICK & CLICK SOLUTIONS TARAS TECHNOLOGIES INDRAS INFOTECH GREENS CALL NET PVT. LTD. NIBBANA GLOBAL SAMPARK BPO CSC HALCYON DATASYS IN SIGHNE SOLUTIONS IRIS TECHNOLOGIES NAVIGANT

MARKETING RESEARCH Marketing research plays an important role in the process of marketing. Starting with market component of the total marketing

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AVIS E SOLUTION PVT. LTD. talks. It helps the firm to acquire a better understanding of the consumers, the competition and the marketing environment.

DEFINITION “Marketing research is a systematic gathering, recording and analysis marketing problem to facilitate decision making.” - Coundiff & Still. “Marketing research is a systematic problem analysis, model building and fact finding for the purpose of important decision making and control in the marketing of goods and services. - Phillip Kotler.

MAIN STEPS INVOLVED IN MARKETING RESEARCH Defining the Marketing Problem to be tackled and identifying the market research problem involved in the task. (1) (2) (3) (4) (5) (6) (7) (8)

Define the problem and its objectives. Identify the problem. Determine the information needed. Determine the sources of information. Decide research methods. Tabulate, Analyze and interpret the data. Prepare research report. Follow-up the study.

(1)

Define the problem and its objectives :- This includes an effective job in planning and designing a research project that will provide the needed information. It also includes the establishment of a general framework of

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AVIS E SOLUTION PVT. LTD. major marketing elements such as the industry elements, competitive elements, marketing elements and company elements. (2)

Identify the problem :- Identifying the problem involves getting acquainted with the company, its business, its products and market environment, advertising by means of library consultation and extensive interviewing of company’s officials.

(3)

Determining the specific Information needed :In general the producer, the manufacturer, the wholesaler and the retailer try to find out four things namely :(1) (2) (3) (4)

What to sell When to sell Where to sell How to sell

(4) Determine the sources of information :Primary Data :- Primary datas are those which are gathered specially for the project at hand, directly – e.g. through questionnaires & interviews. Primary data sources include company salesman, middleman, consumers, buyers, trade association’s executives & other businessman & even competitors. (b) Secondary Data :- These are generally published sources, which have been collected originally for some other purpose. Source are internal company records, government publication, reports & publication, reports & journals, trade, professional and business associations publications & reports. (5) Decide Research methods for collecting data :If it is found that the secondary data cannot be of much use, collection of primary data become necessary. Three widely (a)

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AVIS E SOLUTION PVT. LTD. used methods of gathering primary data are A) Survey B) Observation C) Experimentation A) Survey Method :- In this method, information gathered directly from individual respondents, either through personal interviews or through mail questionnaires or telephone interviews. B) Observation Method :- The research data are gathered through observing and recording their actions in a marketing situation. This technique is highly accurate. It is rather an expensive technique. C) Experimental Method :- This method involves carrying out a small scale trial solution to a problem, while at the same time, attempting to control all factors relevant to the problem. The main assumption here is that the test conditions are essentially the same as those that will be encountered later when conclusions derived from the experiment are applied to a broader marketing area. D) The Panel Research :- In this technique the same group of respondents is contacted for more then one occasion; and the information obtained to find out if there has been any in their taste demand or they want any special quality, color, size, packing in the product.

a) Preparation of questionnaire b) Presetting of questionnaire c) Planning of the sample

(6) Tabulate, Analysis and Interpret the Data :INSTITUTE OF MANAGEMENT & DEVELOPMENT

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AVIS E SOLUTION PVT. LTD. The report information:-

must

give/contain

the

following

a) The title of research b) The name of the organization for which it has been Conducted c) The objectives of research d) The methodology used e) Organization and the planning of the report f) A table of contents along with charts and diagrams used in the reports g) The main report containing the findings h) Conclusion arrived at end recommendations suggested i) Appendices (containing questionnaire / forms used sample design, instructions.)

(7) Follow-up the study :- The researchers, in the last stage, should follow up this study to find if his recommendation are being implemented and if not, why

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RESEARCH DESIGN

“Advertising is a paid form of non-personal presentation and promotion of ideas, goods or services by an identified sponsor.”

1.

RESEARCH PROBLEM  Increase the recognition level of CONTAQUE DIALER.  Seek the general assessment of clients towards CONTAQUE

DIALER.  To find the performance of CONTAQUE DIALER vis-à-vis other

Brands.

2.

RESEARCH OBJECTIVES & related sub objectives  To know the relationship of sales with the advertisement.  To know awareness of companies towards Contaque.  To know the preference of Contaque with comparison to

Other competitive brands.  To know the factors which affects clients buying behaviour to purchase Dialer.

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3. Information requirement

•

First, I had to know about all the competitors present in the dialer segment (Reputed and well established brands as well as Local brands).

•

Before going for the survey I had to know the comparative prices of all the competitors existing in the market.

• Since dialer is a product that fits in BPO sector, hence I had to trace the market and segment it, which mainly deals with international as well as domestic outbound and inbound call centers. • As dialer is different product, the main information needed is the various dialers available in the market with different features. • Dialer advertisements are mainly done through business magazines and by forums.

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4. Choice of research design – alternatives & choice

Despite the difficulty of establishing an entirely satisfactory classification system, it is helpful to classify marketing research on the basis of the fundamental objectives of the research. Consideration of the different types, their applicability, their strengths, and their weakness will help the student to select the type best suited to a specific problem. The two general types of research are:

EXPLORATORY RESEARCH Exploratory research seeks to discover new relationship, emphasis on discovery of ideas. Marketing researches devote a significant portion of their work on exploratory studies when very little is known about the problem being examined.

CONCLUSIVE RESEARCH Conclusive studies attempts to determine the frequency with which something occurs or the relationship between two phenomenons. Usually conclusive studies assume certain under underlying characteristics of the market or

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AVIS E SOLUTION PVT. LTD. have some precise questions/hypothesis.

statement

of

research

5. RESEARCH INSTRUMENT USED - DETAILS & WHY? If one wants to know what type of dentifrice people use, what they think of, television commercials, or why they buy particular brands of cars, the natural procedure is to ask them. Thus, the questionnaire method has come to be the more widely used of the two data collection method. Many consumers are now familiar with the telephone caller who greets them with “We are making a survey”, and then proceeds to ask a series of questions. Some interviews are conducted in person, others by telephone, and others by mail. Each of these has its special advantages and disadvantages and limitations. The questionnaire method in general, however, has a number of pervasive advantages and disadvantages. Discussion of particular variations will be more meaningful if these characteristics of the general methods are brought out first. A questionnaire consists of list of questions to be asked from the respondents and the space provided to record the answer / responses. Questionnaire can be used for the personal interviews, focus groups, mails and telephonic interviews. The choice among these alternatives is largely determined by the type of information to be obtained and by the type of respondents from whom it is to be obtained. The common factor in all varieties of the questionnaire method is this reliance on verbal responses to question, written or oral.

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AVIS E SOLUTION PVT. LTD. Questionnaire in the project consists of:  Multiple choice questions  Dicthomus

MULTIPLE CHOICE QUESTIONS: Questions of this type offer the respondents an alternative to choose the right answer among others. It is faster, time saving and less biased. It also simplifies the tabulating process.

OPEN END QUESTIONS: In this type respondents are free to answer in their own words and express the ideas they think are relevant, such questions are good as first questions or opening questions. They introduce the subject and obtain general reaction. DICTHOMUS: These are the questions which are Boolean in nature. These answers are straightforward and respondents have to answer them in a straight way. That means the answer can only be either ‘Yes” or ‘No’. 6. SAMPLING TECHNIQUE USED & SAMPLE SIZE - WHY?

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AVIS E SOLUTION PVT. LTD. Sample design is a definite plan of obtaining some items from the whole population. The sample design used in this project is two state sampling i.e. Cluster and convenience. In the probability sampling methods, each items in the sample is chosen one at a time from a complete list of universe elements. In marketing research practice, it will sometimes be more expedient to select clusters or groups of universe elements, rather than to choose sample items individually. Sampling methods in which universe elements are chosen in groups ---- rather than individually -- are called cluster-sampling methods. They

are widely used in the sampling of human populations. When no complete universe listing exists, a type of sampling is called area sampling may be the only practically feasible form of probability sampling. NONDISGUISED, STRUCTURED TECHNIQUES The non structured techniques for attitude measurement are primarily of value in exploratory studies, where the researcher is looking for the salient attributes of given products and the important factors surrounding purchase decisions as seen by the consumer. Structured techniques can provide a more objective measurement system, one which is more comparable to a scale or a yardstick. The term scaling has been applied to the efforts to measure attitudes objectively, and a number of useful scales have been developed. SAMPLING METHODS

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AVIS E SOLUTION PVT. LTD. Sample design is a definite plan of obtaining some items from the whole population. The sample design used in this project is two state sampling i.e. cluster sampling and convenience sampling. The whole city was divided into some geographical areas and I have chosen it according to sector, like sector- 1 - 10, 16A, 18, 27, 57 64. The total sample size was 197. CLUSTER SAMPLING Here the whole area is divided into some geographical area and a definite number of consumers were to be surveyed.

CONVINIENCE SAMPLING This type of sampling is chosen purely on the basis of convenience and according to convenience. I visited call center, coaching classes, tour and travel, hotels, restaurants, pubs, bar, malls etc.

FIELD WORK- METHOD USED FOR DATA COLLECTION • Questionnaire was prepared keeping the objective of research in mind. • Questions were asked to respondents as regards to there willingness to purchase dialers. • The help of questionnaires conducted direct interviews, in order to get accurate information. • In order to get correct information I had to approach concern person of marketing department.

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AVIS E SOLUTION PVT. LTD. • I visited as many respondents as I can and asked them what features they want in a dialer. •

It is really a Herculean task to understand Consumer Behaviour, as the definition suggest, “Consumer behaviour is a physical activity as well as decision process individual engaged in when evaluating, acquiring, using and disposing goods and services”.

• In order to collect accurate information I visited call center, coaching classes, tour and travel, hotels, restaurants, pubs, bar, malls etc., each and every question was filled personally by the respondents and checked properly. • People were not willing to answer, when they were contacted between 1.00 pm to 3.00 pm, the time when most of the people take lunch and rest a bit. • Data was collected from internet as well for call centers, hotels, restaurants, bars, pubs and etc. What kind of dialer do you use? Branded Free lancers

92 % 08%

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INFERENCE 92% respondents in the region of Noida uses Branded dialer, while 8% still uses freelancers.

TELECOM SOFTWARE

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INTRODUCTION

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* Today we are witnessing dramatic and sometimes revolutionary change in nearly every aspect of the traditional outbound call center, from its mission to its position in the enterprise. * No longer a single-function (telephony-only operation), the outbound call center, like its inbound counterpart, is being transformed at an unprecedented rate into a multifunctional, multimedia, customer service contact center. * Thus Predictive Dialer serves as a vital ingredient in laying foundation of the modern outbound contact center; making it an ultimate technology of choice for telemarketing, telesales, fundraising campaigns etc. * The Dialer should have the flexibility of taking inbound campaigns and should also allow for the outbound agents to take inbound calls (Blending).

PREDICTIVE DIALER Outbound Calling

:

Changing

Face

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WHY SWITCH to: PREDICTIVE DIALING

* Call Efficiency! The more prospects an agent speaks to, the more results he will see. Predictive dialing produces, on average three times the results of manual dialing. In addition enhances call quality (particularly important when considering customer service issues) * Agent Retention Rate and Morale! Reducing the tediousness of telemarketing will greatly increase your agent retention rate as well as agent productivity. Also, by seeing his own results, an agent’s morale will increase dramatically, which will only add to his efficiency. * Profitability! Efficiency and agent morale and retention lead to increase in productivity and in turn profit. The fact is simple, if you talk to more people, you will get more leads.

Predictive Dialing :

An ideal dialing pattern to be adopted or switched over for any outbound Contact Centre to survive today’s cutthroat communications market.

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“CONTAQUE” OVERVIEW * CONTAQUE is a comprehensive customer contact product that seamlessly integrates with your existing voice and data systems, whether VOIP or TDM or a mix of both. * It delivers a world-class application that not only automates the handling of failed calls but also offers : # Campaign Development tools, Web Scripting , Call Popup, # Offers Manual, Preview, Progressive and Predictive Dialing, # Recording, Chat Feature (priced extra) # Call Processing facilities, Ring and Non-Ring Features (where music on idle and even mp3s can be played), # Real-Time statistics & reporting, Graphical Reporting (priced extra). # Remote monitoring, Barging etc # All designed to maximize agent productivity and enhance the overall efficiency of your contact center. * It comes with a powerful, accurate, and flexible Answering Machine Detection, a must have tool to survive today’s cutthroat communi- cations market.

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“CONTAQUE”HIGHLIGHTS * Run Multiple Campaigns Simultaneously! Run separate campaigns on the server simultaneously. * Supports AMD & SIT Frequency Detection! Auto Detection of Fax Machine, Answering Machine, Busy Tone and Telco Tones. * Supports Multiple Dialing Methods! The flexible architecture allows the user to concurrently operate campaigns in: Predictive, Progressive, Preview or Manual Modes. * Sophisticated Call Processing features! Dial Next Number, 100 % digital call recording, Park Call, Web Call Back, Call Transfer, Third party Verification ,Music or Message on hold etc. * Facilitates Calls Recording and Conferencing! Supports 100% digital agent wise call recording and multi party call conferences.

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AVIS E SOLUTION PVT. LTD. * “Real-time" Statistics and Reports (CDRs)! The system displays both campaign and all agent statistics and reports easily. Facilitates remote (Web based) monitoring of real time traffic and statistics. * DNC Upload/ Search/Delete Options: Contaque provides you a simple and foolproof mechanism to upload DNC list, search whether a number is in DNC list or not and delete any specific DNC number from the list.

“CONTAQUE” VARIANTS CONTAQUE VOICE LOGGER SOLUTIONS [VL] : Contaque Voice Logger takes care of voice recording only while agent make manual calls with added features of call conferencing and call barging. There is no auto dialing and progressive dialing with voice logger. VL comes bundled with ATA box per seat if the number of seats are more than 10 . CONTAQUE ENTRY LEVEL SOLUTIONS [EL] : Contaque Entry Level Solution helps call center in automating the dialing process without predictive dialing and AMD.

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AVIS E SOLUTION PVT. LTD. CONTAQUE ADVANCED LEVEL SOLUTIONS [AL] : Contaque Advanced Level Solution automates the dialing process and at the same time does predictive dialing for the agents and detects answering machine and fax machine tone and does not transfer the call to agents. CONTAQUE BLENDED SOLUTIONS [BS] : Contaque blended Solution takes care of Inbound and outbound calling needs of the call centers with inbuilt features of predictive dialing, AMD, IVR and ACD. By Contaque blended Solution an agent has ability to take both inbound and outbound calls in one session. CONTAQUE FRENCH VERSION : Contaque is the first Contact Center Solutions which has a French Variant. All Agent Screens & Admin is available in French language & the solution is already implemented in a Call Center in Mauritius.

“CONTAQUE”FEATURE LIST Multiple Dialing Methods: The flexible architecture allows the user to concurrently operate campaigns in: Predictive, Progressive, Preview or Manual Mode. The Predictive has the following categories:1) The normal dialing over a number of lines for Active agents as per the set Pacing. 2) Dial predicatively up to the dropped percentage and then not allow

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AVIS E SOLUTION PVT. LTD. aggressive dialing once the drop limit is reached until the percentage goes down again. 3) Allows for running over the dropped percentage in the first half of the shift (as defined by Call Time selected for campaign) and gets more strict as the shift goes on. 4) Average method tries to maintain an average or the dropped percentage not imposing hard limits as aggressively as the other two methods. Seamless Predictive Dialing: * Most advanced dialing system capable of connecting to the agent at the shortest time. * Optimized to minimize the wait time of agents between live calls, * Supports Answering Machine and S.I.T. Frequency Detection enabling Auto Detection of Answering Machine, Busy Tone and Telco Tones. Multiple Campaigns: * Runs multiple campaigns simultaneously. * Each campaign can be assigned its own unique set of agent scripts and call disposition codes that agents use when calls are completed. * It also supports Broadcast Campaign for Outbound Solution that plays an IVR to the customer and if the customer is interested he can go ahead with the call or else can disconnect it. * Also facilitates Recycling within a

Lead

churning

and

automatic

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AVIS E SOLUTION PVT. LTD. campaign. * PC-Based Telephony, Call Processing features : * Facilitates basic telephony functions such as dial, answer, transfer, hold, conference, auto-wrap-up and record calls – all from the PC workstation and without using the telephone. * Call Recording, Monitoring and Conferencing: * Manages 100 % digital recording of conversations between call center agents and contacts. * Monitor calls discretely, agent wise calls recorded to the database for real time and future reporting and analysis. * Supports three party call conferencing or agents can transfer calls. * Apart from this there is a TPV option available that automatically connects to the pre-feed number for conference purpose. * Database Integration: * The software is controllable by, and can be integrated with, host or legacy Database Systems and CRM’s via its flexible interface. * Real Time Call and Agent/Campaign Reporting (CDRs): * Displays both campaign and agent wise reports and statistics.

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AVIS E SOLUTION PVT. LTD. * Monitors call progress in real-time as well as dispositions and results simultaneously. * Keeps track of multiple events as it dials, including agents log in/log out, online reports, agent wise reports, campaign wise reports, disposition reports, etc. * Provision of Carrier Switch CDR Reconciliation Reports. * Supports Remote (Web based) monitoring of real time traffic and statistics. * Facilitates basic telephony functions such as dial, answer, transfer, hold, conference and record calls – all from the PC workstation and without using the telephone.

SOFT PHONE: VALUE ADDED FEATURE

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# An extremely thin end point PC Software Plug n Play device. # Makes a PC or laptop computer to operate as a regular extension of the phone system, with the ability to switch easily between modes of communication. # It enables your agents to call via Soft Phone from their respective PCs.

NOC SUPPORT Contaque is dedicated to setting and maintaining the highest level of customer support standards. “AVIS” has effectively managed complex product integration campaigns. Contaque support team has received accolades from various clients both from Domestic and International centers. Highlights • 24 x 6 NOC Support. • 24/7 for specific customers on Demand.

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AVIS E SOLUTION PVT. LTD. • • • • •

Online - On Chat Support. Telephonic Support. Onsite Support. Three Layer Support for all customers Integration & Customized CRM Support.

CONTAQUE:Network Deployments

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“CONTAQUE”APPLICATION: AGENT INSTITUTE OF MANAGEMENT & DEVELOPMENT

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# Agent Interface: The Agent Interface allows agents to easily view Customer Information clearly and quickly on their monitor. It also shows the call status, time, channel details and recording status. This "one-click" interface allows the agent to maximize time efficiency and maximize call volume. It also allows agents to select from Multiple themes for appropriate look and feel during login time. * Agents take and disposition calls, schedule callbacks, capture contact information and notes, and update legacy databases. * They have access to sophisticated call processing features such as Start Recording (Record Call) & Transfer – Conf (Call Transfer). Agents can park (pause) a call, with Music or Message On Hold facility. * They can set up conferencing of calls to third parties as well as receive inbound calls and "make" predictive or automatic calls. All this can be done from a single, simple user interface.

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SCREEN SHOTS: Agent Interface

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Admin Interface

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Outbound Reports

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Graphical Reporting

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CONTAQUE INBOUND SOLUTION : Features INSTITUTE OF MANAGEMENT & DEVELOPMENT

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AVIS E SOLUTION PVT. LTD. * CONTAQUE (Inbound/outbound) solutions.

supports

complete

Blended

* CONTAQUE inbound solution is an industry standard solution, complete with configurable IVRS, Automatic Call Distribution (ACD), If the caller reaches an IVRS where transfer of call is required, the call is transferred to an eligible agent through Automatic Call Distribution System. * Advanced call handling features and easy integration with client CRM. * System generated Call Details. * Records with details like Calling Number (Needs CLID support by the phone line provider), Called Number, Called Extension, Call Start Time, Duration of the call, etc. * DynamicRouting – skill based, Priority based. If the caller does not select an option, the call If all the agents are busy, the call is put on park with music (or any sound file) till an agent becomes. * Available, Automatically Transfers to a default group of agents. * Multi level call flow options.

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AVIS E SOLUTION PVT. LTD. * Plays messages, announcements, advertisements.

IVR

broadcasting-

greetings,

* Customizable to meet any business requirements. * Auto attendant. * CallerID display. * IVR Integration. * Integrated Voice Response System can be integrated with Contaque with required IVR Flow. * Call Queuing, Call parking with caller ID. * Can hold Customer with some greetings message and any music, a caller put on hold either by the system or by an agent will get this message (any sound file). * Inbound Report * Additional Report for like Park Report, Closely Hourly Report, Graphical Report. * Database Integration * Integrate your Existing Database, CONTAQUE provides you with an Interface that enables your agents to view details of the calling party. * Missed calls, abandoned call notification and reporting.

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Inbound Reports

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“CONTAQUE” BENEFITS * Engage in personalized, efficient interactions that produce a positive experience and promote future sales opportunities. * Maximize productivity and provide premium service to customers using predictive dialing and sophisticated call processing tools. * Effectively manage campaigns using flexible, robust list management & decision support tools. * Improve agent efficiency and Reduced Significant reduction of unproductive agent time.

idle

time

-

* Leverage existing investments with Computer Telephony Integration (CTI) and third-party product integrations. * Increase productivity by ensuring agents spend their time talking to customers and prospects, rather than non-live contacts. * Employ security measures that support adherence to corporate and industry regulations.

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Some Case Studies # CSC Financial : * A 800 seater Domestic Center based out of Delhi is running “Contaque” on over 100 seats for multiple processes for telecom and financial sectors. # Nibbana Global : * Mauritius based International call center runs a French version of “Contaque” for various French Processes. # Cheque Point : * London based company into financial sector has setup its Inbound Call center in NCR and is running its mission critical International operations on “Contaque”. # Duncan & Lewis : * One of the biggest Solicitors in U.K., runs their complete Inbound setup in India on “Contaque”. # Reo Tek Solutions : * Runs a 50 seater center in Hyderabad for captive Australian Processes.

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LIMITATIONS

 Limited time available for interviewing the respondents. As a result of this it was not possible to gather full information about the respondents.  When I interviewed Executives they use to give answers under the influence of their Team Leaders or Managers.  As summer training is going under summer season so sometimes people are less interested in filling up questionnaire.  Sometimes the problem which I face is language problem which I have to understand.

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AVIS E SOLUTION PVT. LTD.  Non-cooperative approach and rude behavior of the respondents.  We have to tie up with Internet Service Providers, coz they provide PRI lines as well as Lease line to BPO and various other sectors.  If the respondents answer does not falls between amongst the options given then it will turn up to be a biased answer.

MY FINDINGS  During the survey it was found that still there are 60% people

who have not used CONTAQUE.  Lack of Awareness in clients. Many people are not know

about AVIS CONTAQUE DIALER specially upcoming BPO’s.  As I found that the main product of Avis is Contaque

Dialer and company firstly wants to capture maximum market share in dialer market which is approx. 45%, after it Avis is concentrating upon PBX, SMS Gateway, IP Phones, VOIP chat system etc. which has market share of approx. 60%.  When I interviewed people then many of the people can not

recall Avis Contaque advertisement. It shows Lack of Advertisement or advertisement is not timely given or advertisement is not given on right time.

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AVIS E SOLUTION PVT. LTD.  Dristhi & Avaya is main competitor and strategically better performer then Avis.  I find the main thing is that “Avis” brand name has very good

image in client’s mind and they consider it as 1st company to introduced VOIP Chat System in delhi.

 People who have used Avis Products are ready to purchase

the products again in future.

CONCLUSION As we know that Avis is very big organization and market leader in Telecom software. It has maximum market share in Dialers, which are its main/core product. With the help of research, company can find out its week points, like high cost and can increase its market share through rectify mistakes. People have believed in Avis product and they will accept its other products also if effective actions were taken. The survey resulted into following conclusions :  Avis must come up with new software for telecom such that

people become aware. Eg. They should start giving services for SMS Gateway.  Quality is the dominating aspect which influences client to

purchase Avis product, but prompt availability of other

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AVIS E SOLUTION PVT. LTD. dialer brands and aggressive advertisement activities by others influences the clients towards them and also leads to increase sales.  In comparison to Avis contaque, the other players such as

Dristhi, Avaya and etc. provide a better availability and give competition to the hilt.  People are mostly satisfied with the overall quality products

of Avis, but for the existence in the local market Avis must use aggressive selling techniques.

BIBLIOGRAPHY  www.avissol.com  www.contaque.com  www.google.com  www.marketresearch.com

 Research Methodology. ( Harper W.Boyd, C. R. Kothari )  Brouchers of company and products

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