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BUSINESS PROPOSAL Flathunter
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2012 Cohesive Technologies . All rights reserved.
COHESIVE CONFIDENTIAL - No part of this document (the Proposal) may be photocopied,
reproduced, distributed or otherwise made available in any form/manner to any third party without
the prior written permission of Cohesive Technologies Pvt. Ltd. (Cohesive)
FLATHUNTERunderstands that the contents of this Proposal are strictly confidential. In choosing to
read the contents of this Proposal, the Client undertakes not to disclose the information contained
herein to any third party.
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Table of ContentsI. AboutCOHESIVE ........................................................................................................ 4
II. SETUP REQUIREMENTS............................................................................................. 6
III LICENSE FEE & PAYMENT TERMS.............................................................................. 7
IV PRODUCT SUPPORT................................................................................................. 8
V INTELLECTUAL PROPERTY RIGHTS............................................................................. 9
VI CONFIDENTIALITY.................................................................................................... 9
VII MISCELLANEOUS................................................................................................... 10
ANNEXURE I................................................................................................................ 11
ANNEXURE II.............................................................................................................. 11
ANNEXURE III............................................................................................................. 12
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I.About COHESIVE
Cohesive1
is a leading provider of Contact Center Software and Enterprise Communication Solution in IP and TDM
Domain. Cohesive next generation solutions are powering millions of interactions for Customer Service, Telemarketing &
Sales, Inbound Sales, Collections, Order Management, Ticketing& Bookings across a plethora of industries such as BPO
and outsourcing, Financial Services, Market Research, Entertainment and Healthcare.
Cohesive next Generation and value added Technology suits SME-Large Corporate-Security Agencies-Govt. Sector
Defense with evolving needs-helping to unify communications and improve business performance by providing them
solutions on VoIP and TDM.
Technology
Pace of business and the level of competition have increased dramatically over the last five years. Enterprises are gettin
extremely focused on customer experience and operational efficiency. Successful enterprises use IT as a backbone to
achieve greater results and the new concepts like SOA2
and BI23
are outcome of the evolution.
SOA offers following business benefits:
Ability to more quickly meet customer demands Lower costs associated with the acquisition and maintenance of technology Management of business functionality closer to the business units Leverages existing investments in technology Reduces reliance on expensive custom development
Cohesive/DACX, the indigenous technology platform, is built from scratch with SOA concepts. Facilitating the
recommended Start-Small SOA approach, Cohesive/DACX is an ideal fitment for enterprises that practice constan
innovation and process intelligence to improve their business results.
1Awarded "Pioneers in IP Contact Center Technology" by TMCNet (2008).
2Service Oriented Architecture [http://en.wikipedia.org/wiki/Service-oriented_architecture]
3Business Intelligence 2.0 [http://en.wikipedia.org/wiki/Business_Intelligence_2.0]
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Solutions Overview: DACXAMEYO COMMUNICATION SUITE:Contact Centre Application
DACX Ameyo Communications Suite has been designed to provide comprehensive, state-of-the-art capabilities to Cal
Centers for their outbound and inbound processes such as Telemarketing & Sales, Customer/Technical Support
Collections, Welcome/Follow-up calls, Market Research and Directory Services across major industries such as
Telecommunications and Financial Services.
The SIP based architecture incorporates top-of-the-line capabilities such as Outbound Dialer (with Predictive
Progressive, Preview and Precision dialing modes), Automatic Call Distributor (ACD), IP-PBX, Interactive Voice Response
(IVR), Voice Logger, and CRM offering multitude of features such as Multiple Campaign Management, Workforce
Management, Performance Management, Queue Management, Call Compliance, Metric Monitoring, and Quality
Monitoring. Ameyo offers a powerful value proposition in form of extensibility, scalability, ease-of-use and ability to
work seamlessly over TDM or VoIP.
Awarded "Pioneers in IP Contact Center Technology" by TMCNet (2008).
Service Oriented Architecture [http://en.wikipedia.org/wiki/Service-oriented_architecture]
Business Intelligence 2.0 [http://en.wikipedia.org/wiki/Business_Intelligence_2.0]
DACX Ameyo Communications Suite has been designed to provide comprehensive, state-of-the-art capabilities to Cal
Centers for their outbound and inbound processes such as Telemarketing & Sales, Customer/Technical SupportCollections, Welcome/Follow-up calls, Market Research and Directory Services across major industries such as
Telecommunications and Financial Services.
The SIP based architecture incorporates top-of-the-line capabilities such as Outbound Dialer (with Predictive
Progressive, Preview and Precision dialing modes), Automatic Call Distributor (ACD), IP-PBX, Interactive Voice Response
(IVR), Voice Logger, and CRM offering multitude of features such as Multiple Campaign Management, Workforce
Management, Performance Management, Queue Management, Call Compliance, Metric Monitoring, and Quality
Monitoring. Ameyo offers a powerful value proposition in form of extensibility, scalability, ease-of-use and ability to
work seamlessly over TDM or VoIP.
With its all-IP architecture, DACX Ameyo allows for remote monitoring and supervision from any machine located
anywhere in the world, and reduces management overhead while increasing automation.
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II.DEPLOYMENT
The DACXTM
Ameyo Communication Suite by Drishti is an IP based communication suite offers multiple deployment
options for TDM as well as VoIP-based infrastructure. DACX Ameyo reduces investment in telephony hardware and
cards, and also allows for maximum reuse of current infrastructure. For instance, DACX Ameyo can be connected via
most legacy PBXs, or Media Gateways, depending on the end point (analog or IP phones). The diagram below shows
different types of connectivity options offered by DACX Ameyo.
Figure 1: Deployment Diagram
Commissioning
Setup of your contact center with DACX Ameyo Professional is easy. You just have to get the basic infrastructure like
power, cooling, computers, phones and connectivity ready. Drishti engineering will install the software in the servers
and will configure the entire setup. Also the engineer will train your IT staff to operate the technology which is a piece
of-cake with Drishtis solution.On procurement of DACX Ameyo Professional licenses, you will be provided with an account of Drishti Customer Arena
to manage your licenses and services. You can also manage your IT Administrators from the same interface and track al
support issues. You will also be able to access Drishtis professional services for customizations and services around
products.Please refer toAppendix IIfor pre-requisites of setup.
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III LICENSES FEE & PAYMENT TERMS
Product:-Dacx Ameyolite forFlathunter.
Rs.12,000/-+ Taxfor each agent license.
Rs.20,000/-+Taxfor installation & training.
Rs.70,000/-+Taxfor single xeonquard core server with 8 GB RAM,2*250GB SATA HDD(IBM/HP/DELL).
Rs.27,500/-+Taxfor PRI Card (Sangoma card).
Rs.5000/-+ Taxfor each Ip Phones and Headsets.
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Payment Schedule
Charges Schedule
Dacx Ameyo professional licenses 100% Advance for hardware and 50 % for software (with
PO),
Note: Cheque has to be made in favor of Cohesive
Technologies Pvt. Ltd.
Setup / Training charges Advance (with PO)
Professional Services (If Any) Ongoing basis (Monthly)
AMC charges (if added) Advance (with PO)
Hardware (if any) 100% Advance along (with PO)
Warranty
Cohesive-Drishti offers free Warranty (see Annexure I) for one year from the date of installation of the DACX Ameyo
Professional.
V PRODUCT SUPPORT
Drishti offers various support packages to provide the pick-n-choose option to the clients as per their needs and comfort.
AMC Plan Silver Gold Platinum
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Support Availability 24x5 24x6 24x7
Phone Availability Yes Yes Yes
Chat Availability No Yes Yes
Initial Analysis of Issues Within 6 hrs Within 2 hrs Within 1 hr
Minor Issue Next Release/Update Next Release/Update Next Release/Update
Major Issue 5 working days 2 working days 1 working day
Critical Issue Same day 3 hours 1 hour
AMC Charges4
(Applicable on solution
cost5)
10% of solution cost2
or
50,000/- whichever is
higher
15% of solution cost2
or
75,000/- whichever is
higher
20% of solution cost2
or
1,00,000/- whichever is
higher
Please find details of product support inAnnexure III.
V INTELLECTUAL PROPERTY RIGHTS
The DACX Ameyo Communication Suite (Professional version) has been indigenously developed by Cohesive-Drishtis
team of experts. All intellectual property including copyright and other rights in the DACX Ameyo Professional, vest
exclusively in Cohesive-Drishti. The acceptance of this Proposal will not, under any circumstance, constitute an express
or implied agreement to sell/assign any/all intellectual property or other rights in the DACX Ameyo Professional to the
Client.
VI CONFIDENTIALITY
4Local / Central Levies, Taxes, Cess, Octroi Extra as Applicable.5 Solutions Cost = License Fees + Customization Charges
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The Client undertakes to keep confidential all the terms and conditions of this Proposal as well as all/any related
communications, written or oral, that have transpired or shall transpire between Cohesive-Drishti and Client with regard
to this Proposal and/or the DACX Ameyo Professional.
The Client understands that after the acceptance of this Proposal, and once the DACX Ameyo Professional is installed on
the server and the agreed number of PCs in the Clients premises, the Client must undertake not to allow any third party
to access the server/PCs on which the DACX Ameyo Professional is installed. The Client must further undertake not to
make copies of, or in any manner disclose or make available to third parties, any materials that may be given by
Cohesive-Drishti to the Client in form of technical manuals, data or inputs, without the prior written consent o
Cohesive-Drishti.
VII MISCELLANEOUS
The Client understands that the final grant of the license to use the DACX Ameyo Professional shall be subject to the
acceptance of the terms and conditions specified in the Cohesive-Drishti Product and Services Agreement (DPSA) that shal
accompany the DACX Ameyo Professional software.
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ANNEXURE I
DEFINITION OF WARRANTY
Software updates of standard features, fixes and patches are included in Warranty. Clients can report for bugs/ issues at
support@cohtechnologies.comwith details of the problem. Cohesive-Drishti implements monthly patches with fixes and
these are updated at setup with active Warranty.
ANNEXURE II
PRE-REQUISITES FOR DACX AMEYO PROFESSIONAL SETUP
Server
Machines
HP DL380 G5
DELL PowerEdge 2950
As per load requirements;
FC7 and RHEL-5 (FC7 is free Linux version and
can be provided by Cohesive-Drishti)
Telephony
Connectivity
SIP or ISDN PRI Supports g729 (A/B), g711, g723, alaw, ulawfor SIP and alaw for ISDN PRI
TelephonyCard
TD412P E1 PRI Cards (as perrequirement)
In case connectivity with ISDN PRIPreferred signaling: Euro ISDN, CAS
Encoding Scheme: ami, b8zs, hdb3.
crc4 check
Dialplan (national, local)
External IP
Connectivity
At least 512 kbps with public static IP for
remote console, auto-updation or Licensing
Internal
telephony
Connectivity
Option1: IP Either Analog Mediagateway /ATA with AnalogDialpad& headphone, or Softphone with
headphone, or IP phone with Headphone
Option 2: TDM PBX/Channel Bank with Analog Dialpad and
Headphone
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PC As per requirement. Must have
MS Windows XP/Vista with
Firefox or Internet Explorer 6
with Java runtime environment
At least 512MB RAM for agent PC
At least 1GB RAM for Supervisor, Analysts or IT-
Administrators
Telephone
Instruments
Option 1: IP phones Softphone (xten, snom), IP-phones (SIP IPphones from Cisco, Polycom, Snom,
Grandstream)
Option 2:Analog Dialpad or good quality analog phones
Fully functional LAN (100 Mbps/ Gpbs) and Network connectivity (LAN switch, Patch cables and Last MileModems).
Stabilized and Uninterrupted power supply to all computer systems and devices with dedicated class I earthingfor communication room.
Adequately cooled, filtered and humidity-controlled air distribution system. Communication room (where all servers, mediagateways and other devices are installed) shall be protected
from excessive sunlight, heat, static charge, magnetic fields, vibrations, chemicals and dust.
ANNEXURE III
PRODUCT SUPPORT
DACXTM
24x7 Support Help Deskis a dedicated Engineering team that provides Support Services for the DACX suite of products.
DACX 24x7 Support Helpdeskis reachable via DCA atwww.dacx.netfor your convenience. The Heldesk is equipped with a
DigitalTicketing System that helps us to process and track all communication to and from DACX users.
DACX 24x7 Support Helpdesknot only provides assistance for troubleshooting but it is also an interface for Engineering Services.
DACX customers can take leverage of Engineering Services for ensuring hassle -free operations at anytime.
DACX Support Process
Customers can report any issue by filing a ticket at DCA and would get a reply back within minutes. For all reported issues, a ticket-id
is immediately generated to track and finally resolve the problem if any. For an interactive communication, Cohesive-Drishtis support
is also available 24x7/24x6/24x5via multiple modalities (depending on the chosen support package).
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Classification of Issues
The reported issue is classified as minor, major, orcriticaldepending on the kind of issue. The turnaround time for the request,
provided the error is traced to the DACX and is not specific to Clients hardware or connectivity, is based on the following
classification:
CriticalA critical issue is defined as one which leads to serious disruption or complete breakdown of the communications system
wherein the calling mechanism is non-functional.
MajorA major issue is defined as one that causes failure of one of the major functional components of the system such as ACD, IVR,
Dialer or Voice Logger. In such case, operations are severely hampered, but not completely stopped as a result of the issue.
MinorAny issue that does not fall within the purview of those defined above.
Handling of Issue
The issues are analyzed by experts and resolved within specified time as per the managed support system. The issues are auto-
escalated internally to the developers or expert technicians if required.