UBM - United Business Machines Pakistan


	1 Dilgusha Building, II Chundrigar Road Karachi 74200, Pakistan +92 (021)263-5021 (4 lines) Info@ubm.com.pk

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Rich Functionality Helps Your Contact Centre Achieve Excellence!

Interactive Voice Response (IVR) – Inbound and Outbound

Automatic Call Distribution (ACD) with Intelligent Routing

Dialed Number Identification System (DNIS)

Seamless Predictive, Preview, Power or Manual Dialing

Dynamic Call Blending

Intelligent Call Answering (Screen-Pops)

Call Transfer

Call and Agent Reporting

Call Recording, Monitoring, Coaching and Conferencing &
Text Messaging

PC-Based Telephony

Agent Scripting

Multiple Simultaneous Campaigns

Database Integration

Graphical, Highly Visual Interface

Remote Agent Log-On

Voice Messaging and Voice mail

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- Stratasoft / TRG overview
- Stratasoft / UBM partnership
- Complete Brochure
- StrataQA - Supervisor tool
- StrataSip - Web tool
- StrataVM - Voice Mail
- Strata Dynacall
- Strata IVR

Stratasoft Call Center Pakistan
Call Center helps run
businesses round the clock

StrataDial® VC2™ – The definite Contact Center Solution
Stratasoft's award winning call center software suite, StrataDial®.VC2™ (Virtual Call Center) is a comprehensive suite of unified applications and utilities for modern contact centers. StrataDial®.VC2™ is a Microsoft Windows® based platform that utilizes Intel Dialogic call progress detection and provides all the advanced functionality of Windows while being extremely intuitive and user-friendly.
More information link (http://www.stratasoft.com/products/virtual-call-center.asp)

Application Highlights
The StrataDial®.VC2™ call center software suite consists of several essential applications and utilities that allow contact centers to efficiently and effectively manage a state of the art blended call center.

At the heart of our call center software suite is our mature and robust patent pending outbound predictive dialing engine. For details, please visit the following page:

IVR – Inbound & Outbound
Dialed Number Identification System (DNIS)
Predictive Dialer

Inbound ACD
Call Blending

Virtual Call Center
VoIP Call Centee
Home Based Call Center Agents
Call Center Web Collaboration

Call Center Quality Monitoring
Auto Dialer

IVR – Inbound & Outbound
Using the pad on their touch-tone telephones, callers can obtain services such as account balance, billing inquiry, etc. Our IVR supports text to speech giving you freedom and flexibility to conduct business 24x7.

This can give you a competitive edge because by handling routine calls via IVR, your agents are free to answer more specific customer inquiries which results in lower operational costs and higher productivity. This is ideal for airlines, banks, mobile companies, utilities, etc.

Dialed Number Identification System (DNIS)
Dialed Number Identification System (DNIS) allows an organization to run single call centre supporting multiple toll-free and/or UAN number. The call will route to appropriate agent group dealing with dialed UAN/800 number. This is a great option if you are an outsourcing company, or a big group with multiple companies.

You have reduced initial setup costs because a single setup is required for multiple call centers. You will also have reduced operational expenses due to utilization of common premises & common agents to handle multiple call centers.

Predictive Dialer
The core of our award winning StrataDial®.VC2™ virtual call center software is our predictive dialing engine which is built on a robust and mature pacing algorithm that guarantees highly accurate call progress detection and ensures rapid screen-pops and lightning fast voice connects to your call center agents.
Predictive dialing allows you to increase calling productivity by 300% by delivering only live calls to your agents. So for outbound calls, this means you agent will spend over 50 minutes every hour

Inbound ACD
Stratasoft contains a full-featured inbound ACD (Automatic Call Distribution) system rivaling leading stand-alone phone PBX’s. Our ACD software includes a rich feature set of essential functionality including an advanced auto-attendant, unlimited ACD groups, roll-over ACD groups, skills-based routing, inbound screen-pops, intelligent call routing, inbound caller data capture, a voice mail module and much more.

Additionally, Stratasoft clients do not have to worry about costly CTI (Computer Telephony Integration) modules and programming. CTI is a standard out-of-the-box feature with StrataDial®.VC2™ allowing full customer screen pops and data lookup capabilities.

Call Blending
Call blending is a term used to describe a call center with agents that are able to both receive inbound calls as well as make outbound calls. When an agent is assigned to both inbound and outbound campaigns, they will handle whichever calls are given the highest priority first. The Agent interface, databases and audible cue will change as inbound calls are received and outbound calls will slow to accommodate the blending. The campaign speed will adjust as the call flow types change.
Blended call centers are capable of improving agent productivity and occupancy rates tremendously. The need for complete reliance on workforce management tools is also greatly reduced.

Virtual Call Center
StrataDial®.VC2™ was designed from its inception to be a virtual call center. What exactly is a virtual call center? There are several distinct possibilities and configurations possible. However, the key concept is that the StrataDial®.VC2™ telephony chassis can reside in a single geographic location while the actual call center agents are located in different geographic locations.

Whether you’re placing outbound calls, receiving inbound calls, or doing a bit of both, a virtual call center is an ideal solution for business’ that operate multiple centers and locations but wish to have centralized management and control. Home-based remote call center agents can also be deployed within a virtual call center environment

VoIP Call Center
VoIP (Voice over Internet Protocol) is the latest technology breakthrough that more and more call centers are evolving toward. There are numerous ways to take advantage of VoIP call center software. Most notably, the Stratasoft Virtual Call Center solution is a classic example of taking advantage of IP call center technology to combine geographically dispersed call center locations into a centrally functioning unit.

Home Based Call Center Agents
StrataDial®.VC2™ now includes full support for both inbound and outbound home-based call center agents. Utilizing the latest advancements in VoIP (Voice over Internet Protocol) and SIP (Session Initiation Protocol), remote agents can be launched from anywhere in the world utilizing StrataSIP™ Web Agent.

StrataSIP™ Web Agent is a Voice over Internet Protocol (VoIP)-enabled soft phone that uses the Session Initiation Protocol (SIP) for use on the StrataDial®.VC2™ call center software suite. StrataDial®.VC2™ includes full support of remote call center agents for processing both inbound and outbound (blended) calls.
StrataSIP™ Web Agent allows agents to connect remotely to the StrataDial®.VC2™ call center software suite with nothing more than a windows-based PC, a high-speed internet connection and a USB headset. The StrataSIP™ Web Agent client achieves optimal voice quality by automatically choosing the compression codec based on available bandwidth so the agents and customers receive the highest voice quality possible for each connection.

Call Center Web Collaboration
With instant text chat, Web collaboration, and e-mail management functionality, your center can meet the demands of your online customer service and develop a highly interactive Web presence. With InstantService™ you can deliver real time responses to your customers enabling you to build customer satisfaction and provide your customers with the information they need when they need it.

Call Center Quality Monitoring
The StrataDial®.VC2™ call center software platform offers an optional call center quality monitoring module called StrataQA™ “Quality Assurance”. StrataQA™ enables call center supervisors to silently monitor multiple agent desktop activities.

Call center supervisors are also able to listen to and/or record phone conversations with the standard digital voice recording agent monitoring utilities at the same time they are viewing the agent’s desktop activities. Supervisors can silently view as many agent desktops as is possible to be effective.
StrataQA™ call center quality monitoring software comes with a customizable scoring report card across 5 categories for agent evaluation. There are 54 default criteria available dealing with items like presentation, product knowledge, disclosure, handling objections etc. Agents can be rated from 1-5 or not rated within each of the criteria. The 54-default criteria can easily be changed by call center supervisors to better suit the unique needs of their call center business.

Comments, summaries and reports can also be generated with the StrataQA™ call center quality monitoring application.

Auto Dialer
StrataVoice® 5.0 is Stratasoft’s standalone automatic dialer that enables business to broadcast phone messages without the use of call center agents. When a voice mail box is detected, a message can be left. When a live contact receives the call, they can be asked to press a digit on their phone to revert back to your IVR or to a live inbound contact center agent if one is available.

StrataVoice® contains an extremely flexible and customizable IVR (Interactive Voice Response) which enables called parties to respond to questions, qualifications, account details etc. through the IVR script logic. Users create simple IVR script logic trees that direct respondents through a series of questions. For instance: “Press 1 to receive your account balance...enter your 5-digit account number followed by the pound sign..” at which time, StrataVoice’s TTS (Text-To-Speech) engine can be used to lookup the account balance and play it back to your customer.