Pumex

Telecom Solutions

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Telecom Solutions

We provide Telecom solutions and services that support your organization’s unique business needs and goals. We leverage our business knowledge and in-depth expertise across the Telecom domain and various lines of technology, thereby providing you with the most innovative solutions.


Personal touch to the calls is possible by Customer caller id identification and interactive call handling, by detecting key pad inputs, which are customizable. Customers can be prioritized and handled quickly by the system and also allowed to reach the right agent every time.


Our offerings, aligned to your needs, address the challenges of the telecommunication systems and business domains and help you manage and implement them with the lowest risk and cost

Case Studies

Business Communicator

Business Communicator


    Introduction

    One of our clients who are a national provider of data, voice and cloud services to the Australian market wanted to have a business communicator or desktop client which is mandatory in most leading contact center solutions. They wanted to expand on their hosted voice offering to include a series of features comparable to industry leading alternatives that will enable them to successfully position their product in the market place as a leading alternative to the known brands. If they fail to deliver on the next generation of hosted voice services, they risk becoming irrelevant in the fast evolving cloud movement and risk losing not only new opportunities but existing customers seeking whole of business solutions that they would be unable to deliver.

    Business Solution

    The Company used to receive huge number of customer calls for various inquiries and transactions. They bank wanted to have a solution which can automatically attend some of the customer queries as well as help in serving the customer by providing the right information quickly. The solution initially focused on customer service only. The solution also included an IVR system (Asterisk VOIP Based) for the customers to call in, authenticate and get online services. If required, at any point of time during the call, the customer can contact an available customer service representative (agent) in the company for more information. Some of the unique features required by them are:
  • A hosted unified communications platform
  • Web based management for add/move/changes
  • A software client for end user interaction, supporting full Lync style contact list, IM, call control and contact center engagement.
  • Two way fax support
  • Video conferencing
  • Voice, SMS, Email and Text Chat contact center
  • Outbound predictive dialer


    • Solution

    Our domain and technical team analysed the requirements and developed an asterisk based solution for the customers to call in. The solution proposed by us was to develop a unified communications platform based on the following software packages.

    Technology

  • Asterisk Open Source PBX
  • OpenSER SIP proxy and router
  • Linux HA and DRDB for high availability
  • MySQL database with replication and unified storage
  • Jitsi software communicator and SIP softphone
  • PHP web based configuration and administration of the PBX system.
    • The team of 8-10 resources took 6 months to create the phase I solution. The complete implementation and testing takes around 2 months.

    The Results

    The solution is developed and tested at customer site. The system reduced the waiting time of the caller by efficient management of queues. Many of the day to day Customer service related tasks were done without / very less human intervention.

Telecom Billing Solution

Telecom Billing Solution


    Business Solution

    A leading Telecommunications company in the middle-east wanted us to develop a customised user friendly Telecom Billing solution which is compatible with PABX system of different manufacturers. The system should support multiple call charge scheme, multi- currencies and multi-language. They wanted to export and import the CDR/ Billing configuration. The system should provide reporting facilities for users, managers and administrators, based on their levels. The system database should support for reporting and billing of multi-site CDR data (multi-site telephony system) The system should be able to generate summary reports in various graph formats for easy understanding and analysis. The reports must be exportable to excel and pdf formats.

    Challenges

    Our main challenge in this project was that there was no standard format for CDR (Call Detail Record) files available. Each manufacturer had different format for their system which was fairly complex.

    Solution

    We developed a comprehensive application which provides a unified model for CDR (Call Detail Records) Accounting and Billing for various systems (analog and internet telephony) like AVAYA, NORTEL, CISCO etc. The scheme can contain attributes like who made the call and when, which time of the day (peak or off peak hours), to which destination, in which plan, etc.

    Key Feature

    The application had features like:
  • User friendly dashboard with graphs and reports for management.
  • Option to maintain customer balances, generates invoices and billing reports.
  • Monitor profitability of routes and gateways.
  • Supports flexible billing plan and user role assignment.
  • Highly secured system.


    • Technology

  • Asterisk Open Source PBX
  • OpenSER SIP proxy and router
  • Linux HA and DRDB for high availability
  • MySQL database with replication and unified storage
  • PHP web based configuration and administration of the PBX system.
    • The team of 4-5 resources took 6 months to create the phase I solution. The complete implementation and testing takes around 2 months.

    The Results

    The system was easily configurable and made compatible with various makes and models of PABX system and also supports any future enhancements.

IVR System for Banking

IVR System for Banking


    Introduction

    One of our client who is into Banking services needed an automated telephony based Customer Contact Center which could be integrated to their core banking system to provide better customer service to their clients.

    Business Solution

    The bank used to receive huge number of customer calls for various inquiries and transactions. The bank wanted to create a CRM solution which can automatically attend some of the customer queries as well as help the bank user in serving the customer by providing the right information quickly. The solution included an IVR system (Asterisk VOIP Based) for the customers to call in, authenticate and get online services. Some of the unique features required by them are:
  • Browser based solution.
  • Integration to Telephony and IVR System.
  • Call logging and Call recording requirements.
  • Generic interface for integration to third party core banking systems.
  • Using web services to pull and push data to other systems.
  • Need to call details records to be transferred between systems.
  • To work with Mobile Devices.
  • Customer Authentication
    • The proposed solution must authenticate the customer before providing any financial transaction or other information. The system was time critical as the data, information, call details, etc were to be made available very quickly and data security was of high importance. The system also required extensive reporting features to log, review and analyse data to find customer behavior and also to create focused marketing campaigns.

    Challenges

    Our main challenges in this project were:
  • Integration to Third Party Systems: The system needs to be integrated / interfaced with IVR systems and also to core banking system to pull customer information.
  • Authentication: Proper customer authentication mechanisms to ensure security of data and information.
  • MIS Reports: Extensive logging of data for review and analysis of customer interests and behaviours. Graphical reports and dash boards.


    • Solution

    Our domain and technical team analysed the requirements and developed an asterisk based IVR solution for the customers to call in and authenticate themselves.

    Key Feature

    The IVR system also provided IVR menu for services like
  • Balance inquiry,
  • Fund transfer between accounts,
  • Utility bill payments,
  • Mini statements,
  • E-mail/SMS/Fax integration was also done.
  • Multi-language Support in the IVR system was implemented.


    • Technology

  • Asterisk Open Source PBX
  • Apache Tomcat was used as the back end web server and MySQL as the database.
    • The team of 8-10 resources took 6 months to create the phase I solution. The complete implementation, testing and training takes around 2 months.

    The Results

    The solution is developed and tested at customer site. The system reduced the waiting time of the caller by efficient management of queues. Many of the day to day Customer service related tasks were done without / very less human intervention.

Virtual PBX

Virtual PBX


    Introduction

    One of our clients wanted to develop and host a Virtual PBX, which they would be able to monitor and control.

    Business Solution

    It was important for them to have a reliable and uncompromising phone solution that is as flexible as his business, but doesn’t require a lot of work on end. They wanted the system to be seamlessly scalable with option to add any number of users. It should be seamlessly integrated with their existing phones and at an added advantage of having no hardware to maintain or upgrade. Some of the unique features required by them are:
  • VoIP
  • ACD Queues
  • Call Routing
  • Voice mail notifications
  • Call Recording
  • CDR
  • IP and caller id tracking of customers
  • Define plan and pricing
  • Pre-Pay option for customer
  • Reports on cost and traffic


    • Solution

    Our team analysed the requirements and developed an Asterisk based hosted solution for the customer. Web based PBX solution was developed and hosted based on the requirement.

    Key Features

    The web portal had options like:
  • User Management
  • Provider Information Management
  • Customer Profile
  • Manage contact list
  • Configure Extensions
  • Customer Pricing Table (destination / second in USD)
  • Provider Pricing Table (destination / second in USD)
  • Manage Pre-paid budget for customers
  • Reports ( Call List with Costs) and Statistics
  • Alerts (trunk full, credit almost full)


    • The Results

    The solution is developed and tested at customer site. Virtual PBX provided much simpler and better system which was cost effective and maintenance free.

Customer Support System

Customer Support System


    Introduction

    One of our clients wanted to have a platform which is intended to act as a centralized support management platform that allows customer service personnel (CSP) to handle calls during on-call hours. And when CSP is not available the calls should go to voice mail which should initiate a ticket in a ticket system.

    Business Solution

    The proposed Service Delivery platform will provide a means for Customer Service Personnel to respond to requestors in a manner that is audible, traceable, reportable, and measureable.

    Solution

    We analysed the requirements and developed a web based solution which integrates Asterisk for call management and OTRS for ticketing. Following processes / steps were involved in the system.
  • Administrative Process
    • Dedicated Customer Service Personnel (CSP) will be handling the direct inbound calls during specified hours. CSPs will be created and assigned to queue by the admin.
  • End User Process
    • End Users will dial the client’s on-call number, and be redirected to the CSP. When CSP is not available end user will leave a voicemail message and hang up.
  • System Process
    • Once call has terminated, the system creates a new service ticket request with information related to the call, caller id etc along with the copy of voice message left, to be passed to the ticketing system. The ticketing system will generate a support ticket based on the information received. With the new ticket in place, the system will then contact the CSP via Email, SMS to deliver the initial ticket reference. If no confirmation or acknowledgement of receipt is received, the system will follow pre-defined escalation paths until acknowledgement is received. System will be able to provide metrics-based reports based on SLA performance, as well as gather the necessary call details to generate accurate billing statements
  • CSP Process
    • Primary documentation and call management will be done by CSP through the web-based application. He receives notification and acknowledges receipt. CSP open up ticket, listens to request, and reviews it. CSP contacts requestor and manages issue to logical conclusion.
  • Customer Process
    • Customer may log into the application to review the actions taken on any given event and tracks status of the issue and also accept that the issue is resolved.

    Technology

  • Asterisk Open Source PBX
  • OTRS Ticketing System
  • PHP / MySQL database
    • The team of 5-6 resources took 6 months to create the phase I solution. The complete implementation and testing takes around 2 months.

    The Results

    The solution is developed and tested at customer site. A cost effective and efficient customer support system is in place which is also scalable and auditable with reports highlighting performance against SLA.




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