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 1

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.

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.

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

Preface 2
Acknowledgement 3
Company profile
5
Associate company 7
Product and services 8
Management profile 16
Key client case studies 18
Customer list 20
Marketing research 21
Research design
25
Field work-
Methods used for data collection
31
Telecom software Contaque 33
Introduction of Contaque
34
Contaque network deployments
44
Screen shots:agent interface 48
Admin interface
51
Outbound reports
52
Graphical reporting 53
Inbound reports
57
Contaque benefits
59
Some case studies 60
Limitations 61
My findings 62
Conclusion 63

Bibliography 64


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

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 “

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 multi-
geography, 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

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

“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

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

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

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

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 in-
fact 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

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.

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 +
centers-
on 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 .
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

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.

* 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

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
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

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

ISCON ORIGIN TECHNOLOGIES
ASIAN WISDOM TECHNOLOGIES
24/7 SOLUTIONS MD EVERYWHERE
COGENT VIBJYOR
CLINIQUE DE REJUVINTATION ASIAN OUTSOURCING
SIX SIGMA BMB SOFTEX
SHIPRA MALL A D SOFTEX
SPICE MALL BRICK & CLICK SOLUTIONS
GMR TARAS TECHNOLOGIES
CENTRESTAGE MALL INDRAS INFOTECH
SAHARA GROUP GREENS CALL NET PVT. LTD.
VARDHAMAN NIBBANA GLOBAL
RUDRAKSH SAMPARK BPO
IGNEOUS INNOVATIONS CSC
VIZ TECH HALCYON DATASYS
NIRNAY TECHNOLOGIES IN SIGHNE SOLUTIONS
YANTRAM IRIS TECHNOLOGIES
NAVIGANT
MARKETING RESEARCH
Marketing research plays an important role in the process of

marketing. Starting with market component of the total marketing

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) Define the problem and its objectives.

(2) Identify the problem.
(3) Determine the information needed.
(4) Determine the sources of information.
(5) Decide research methods.
(6) Tabulate, Analyze and interpret the data.
(7) Prepare research report.
(8) 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

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) What to sell

(2) When to sell
(3) Where to sell
(4) How to sell
(4) Determine the sources of information :-
(a) 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
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 :-

The report must give/contain the following

information:-
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

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.

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.

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
have some precise statement of research
questions/hypothesis.
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.

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?

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

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.

• 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 92 %
Free lancers 08%

INFERENCE
92% respondents in the region of Noida uses Branded dialer, while

8% still uses freelancers.
TELECOM SOFTWARE

INTRODUCTION

* 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, tele-
sales, 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 : Changing Face of

Outbound Calling

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.


“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
communications market.

“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.

* “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.

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
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 Lead churning and automatic Lead

Recycling within a

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.

* 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

# An extremely thin end point

PC
Software Plug n Play device.
# Makes a PC or laptop
computer
to operate as a regular exten-
sion 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.
• Online - On Chat Support.
• Telephonic Support.
• Onsite Support.
• Three Layer Support for all customers
• Integration & Customized CRM Support.
CONTAQUE:Network Deployments



“CONTAQUE”APPLICATION: AGENT
# 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.

SCREEN SHOTS: Agent Interface



Admin Interface

Outbound Reports

Graphical Reporting

CONTAQUE INBOUND SOLUTION : Features

* CONTAQUE supports complete Blended

(Inbound/outbound)
solutions.
* 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.

* Plays messages, IVR broadcasting- greetings,
announcements,
advertisements.
* 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.

Inbound Reports



“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 idle time -

Significant
reduction of unproductive agent 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.

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.

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.

 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.

 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

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

Telecom Software Marketing Concept in BPO Sector

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AVIS E SOLUTION PVT. LTD.

Mr. Pradeep Singh Rawat

Name of the organization: Avis E Solution Pvt.

Under the guidance of : Mr. Amit Sharma(Business Manager)

A report submitted in partial fulfillment of

INSTITUTE OF MANAGEMENT & DEVELOPMENT 1

The PGPM programme is well structured and integrated

In every professional course, training is an important factor.

Training is an integral part of PGPM and each and every

During this whole training I got a lot of experience and

INSTITUTE OF MANAGEMENT & DEVELOPMENT 2

With immense pleasure, I would like to present this project report

Words are insufficient to express my gratitude toward Mr. Avneesh

At last but not least my grateful thanks is also extended to Mr.

INSTITUTE OF MANAGEMENT & DEVELOPMENT 3

Date : 20TH June, 2009 PRADEEP SINGH

INSTITUTE OF MANAGEMENT & DEVELOPMENT 4

INSTITUTE OF MANAGEMENT & DEVELOPMENT 5

INSTITUTE OF MANAGEMENT & DEVELOPMENT 6

INSTITUTE OF MANAGEMENT & DEVELOPMENT 7

“AVIS” was founded by two professionals from the IT &

We were the first to introduce a comprehensive VOIP

We have come a long way since then & have varied

We have a dedicated team for Customized Software

INSTITUTE OF MANAGEMENT & DEVELOPMENT 8

VISINNOVATION MICRO SYSTEMS PVT. LTD: A Company

SYNAPSETECH E SERVICES PVT. LTD.: An International Call

E TRANSITION SYSTEMS - A process outsourcing &

Our Initial focus / target was the International/ domestic call

Apart from Call Center Solutions, AVIS ventured into

Our Portfolio encompasses Planning, Designing,

We market & support “VISINNOVA DISPLAY SOLUTIONS “

INSTITUTE OF MANAGEMENT & DEVELOPMENT 9

PRODUCT AND SERVICES

CONTAQUE TM Call Center Solution:

CONTAQUE CORPORATE SOLUTIONS

Contaque VOS helps companies cut down their

Contaque IM Chat entirely works within a corporate network

INSTITUTE OF MANAGEMENT & DEVELOPMENT 10

End to End Hardware Products for Telecom Solutions.

We do “Customized Software Development “projects for

Marketing & Support for “VISINNOVA “ Display Solutions.

* Hardware for Call Centers & Corporates

INSTITUTE OF MANAGEMENT & DEVELOPMENT 11

AVIS is a “Technology Consultant & Integrator” for

CONTAQUE VOICE LOGGER SOLUTION [VL] :

CONTAQUE ENTRY LEVEL SOLUTION [EL]

CONTAQUE BLENDED SOLUTIONS [BS] :

INSTITUTE OF MANAGEMENT & DEVELOPMENT 12

CONTAQUE ADVANCED LEVEL SOLUTIONS [AL] :

450 Seats – multiple clusters of 150 seats each

INSTITUTE OF MANAGEMENT & DEVELOPMENT 13

Avis has experienced Asterisk Engineers who can take care

Avis's support and maintenance infrastructure offers

VOIP Consulting & Integration Services

Avis can help you implement congregate IP communications

Asterisk Support & Maintenance Services

Today’s business challenges are increasingly complex.

INSTITUTE OF MANAGEMENT & DEVELOPMENT 14

BACK OFFICE SUPPORT

* Online / On chat / Telephonic support

INSTITUTE OF MANAGEMENT & DEVELOPMENT 15

CUSTOM BUILT APPLICATIONS