Company Profile

TVT is incorporated in 2002

More than 200 clients across the globe

from various domains

Over 15,000 seats in active use

Company

Technology

Contact Center Technology Specialists – World’s

First Single Box Solution capable of handling

over 200 simultaneous calls

Expertise in VoIP, TDM, Linux, RTOS,

Networking and Web Applications

Victor Alexander ( Chief Executive Officer)37 years of work experienceWorked with IBM (Middle East / Europe Operations) in Senior Management

Abhijit Chaterjee (Director –Technology)M.sc. Mathematics, IIT Kharagpur & ME

(Hons)Computer Science, BITS-Pilani12 years of experience in Telecom,

Networking, Linux kernels

Bhishm Sharma (Director – Development)ME (Hons)Computer Science, BITS-Pilani 10 years of experience in various software

platforms

Saket Setu (Director –Marketing)MBA in international business from

IIFT , New DelhiYoung and Enterprising director with

10 years of work experience

Sharad (Director – Voice Commerce)Serial Entrepreneur - cofounder electronic

and mobile payment companies like A Little World, ATOM

11 years of experience has involved ideation, strategizing, creating development teams and exploring new business opportunities30 Development Engineers

24 Support Engineers

- Rajiv Mishra (Religare Technova)

Contact Center Solutions

C-Zentrix ExpressCapacity to Support 150-180

simultaneous blended(Inbound and Outbound) seats with 240 voice channels

C-Zentrix Express can be integrated with third party systems like SAGE, Microsoft Dynamics, Sugar CRM for CRMs and with Nuance / MScriber / Sprec / Vachak for ASR and TTS

In- built IPBXPowerful ACD

IVR - XML based IVR BuilderAuto Dialer with Progressive/Preview/

Auto-Preview/ Predictive modesVoice Logger

Customizable Agent Screen(CRM)Verifier Module

MIS ReportingVoIP Gateway

Payment gateway modulesSkill Based Routing / DNC Support

Robo calling / Timezone based callingBarge-in/Whispering Support

Remote Agent SupportConformance to PCI DSS

Conference SupportUnlimited Campaigns and Lists

Multi-tenant

Contact Center Solutions

LDAP Integration of company’s HR systemAccess and automatic backup any node’s

voice log, data and reportsAbility to update/add any node or group

of nodes from central viewAbility to change the dial plan for an

node and route calls to other nodesBarge In to any call on any node from the

central serverAutomatic generation of SMS and Email

to IT administrators, if any malfunction with server.

C-Zentrix DistributedManage multiple call centers from a

central locationEach node can have 150-180

blended seats on a single server

Central command can login to the central server and access any node of C-Zentrix to see live status of calling, barge in to any call, have backup of the voice logs of any remote location automatically

C-Zentrix ClusteredC-Zentrix Clustered can handled up

to 1000 seats targeted for large Enterprises which cater to multiple processes/clients

Self heal mechanism to identify issues with the telephony engines and fix it automatically with manual intervention

Contact Center Solutions

Contact Center Solutions

Multiple Meeting Rooms Simultaneously with 120 people for single conferenceAuthentication based access to conference roomAdd conference room dynamicallySet Monitor only mode (Listen only , No talking)Inbuilt Voice Logger for 100% recording of the conference in WAV/MP3 formatProgressive addition of the members to the ongoing conferencePre-Scheduling ConferencesEmail and SMS Notification for conferencesCapability to bridge conference call over Analog/Digital/VoIP LinkZip Tone alert for members already in conferenceMute and Un-mute conference by the adminFacility to create multiple supervisors by the super admin for the conference

C –Zentrix Conf Plus

C-Zentrix Conf Plus is an advanced conferencing bridge solution

C-Zentrix Custom CRM

Sales lead management(SL-CRMs)Trouble Ticketing and customer support(TTS CRMs)Patient appointment management(PA-CRMs)

Voice CommercePayment gateway.IVR based transaction platform

ASR, TTS and Speaker Identification integration with third parties already or in plan

C-Zentrix customers are backed by 24 X 7 support engineers round the clock

Multi mode support on chat, phone and E-mail; On ground local engineers to handle issues on sites; resident engineers for large contact centers

Auto escalations by the Ticketing system

High Responsiveness and accountability

TAT for critical issues is less than 10 minutes

RequirementsFor a large telecom process need a fully

redundant inbound call center solution in multiple locations

Solution had to have 0% downtime with 24x7 availability as hundreds of customer were calling at any given time of the day

100% call loggingCall barging to monitor calls from anywhere

using any phone

Solution ImplementedC-Zentrix Mini Cluster implemented with

Three Server architecture to handle hundreds of simultaneous calls with automatic failover to ensure zero downtime due to hardware failure

Voice Logger

Highlights of the implementation• C-Zentrix has proved to be a reliable, robust solution for this most punishing process with zero tolerance for any downtime• Innovative solution implement to allow Telecom officials to call from any landline or mobile or barge on agent calls

RequirementsSet up 24 X 7 support team for co-location

team who internally manages client’s rack servers

Maintain the database of all clients with server rack details

100% call loggingCall barging to monitor calls by the

administrator

Solution ImplementedC-Zentrix Express is implemented with

ACD (Automatic call distribution) to route calls

Voice LoggerTrouble ticketing CRM with all

client’s rack server database

Highlights of the implementation• C-Zentrix has proved to be best cost effective solution• Ticketing System was dynamically designed to add and manage client’s database with multiple logins

RequirementsDr Fixit wanted to establish an Advice center

for all its customers over a national toll free number

Calls have to routed to agents based on language

Remote monitoring facilityTrouble ticketing system with email and sms

integration Zero Downtime and customized IVR system

Solution ImplementedC-Zentrix is implemented with

Language based routing algorithm was implemented for call distribution

SMS and Email integration was done to send emails and sms to customers

Redundancy servers configured to ensure zero downtime

Highlights of the implementation• Dr. Fixit Advice Centre has grown from being a customer enquiry service to business lead generation system• Trouble ticketing CRM has evolved to full fledged lead management system

RequirementsNeeded an effective Tele calling solution to

reach more and more customersCentrally manage all the leads to different

centers across the countryAgents should log on to C-Zentrix using their

LDAP idsReal time calling campaigns for leads which

come through SMS100% Voice RecordingsZero Down time

Solution ImplementedC-Zentrix Distributed is implemented at multiple locations

• Allows to listen and download all voice logs of different locations• LDAP authentication module is integrated• SMS leads were integrated with real time calling campaigns• Redundancy servers are placed in all location and central back up system facility is available

Highlights of the implementation• Agents productivity was doubled after dialer implementation• Leads and call logs are centrally maintained and distributed without any hassles• Lombard is expanding the dialer integrations to all its locations

For Further Information

Saket Setu+91 9810 509 403; saket@tvtworld.com

Sharad Aggarwal+91 9967 653 537; sharad@tvtworld.com

Vishal Sharma+91 9535 000 579; vishal@tvtworld.com