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PRODUCT SHEETTxContactINTERLINKNETWORK SYSTEMS INC.Enabling Omni-channel Customer EngagementOver the past two decades, the concept of convergence in thecommunications technology domain has evolved from an idea to an allencompassing reality that cannot be ignored anymore. Today, enterprisesand customers alike are adopting varied communication networks andchannels seamlessly and with such ease that we can safely say that theera of true convergence has begun.Internet and web based technologies like VOIP, Chat, Social media andWebRTC are being widely used by Customers and Enterprises along withconventional channels like PSTN Voice, Email, SMS and Fax to reach out tocustomer support, multi-channel marketing and for conducting Surveys.In order to engage with Customers over disparate channels, Enterpriseshave to deploy multiple applications to handle each of these channels forthe same customer base. This results in higher costs and as informationis scattered over multiple systems, there is no way to correlate customerinteractions to provide timely support, which directly affects customersatisfaction leading to inefficient customer engagement.Interlink’s TxContact is an Omni-channel Contact Center Platformspecifically designed and developed to enable Enterprises to engagewith their customers seamlessly, track customer interactions overmultiple channels by logging every interaction over every channel on acommon CRM or a database and implementing a workflow to streamlinea transaction from start to end by assigning tasks to relevant supportteams based on pre-defined business rules. On the agent side, all thechannels can be addressed using an Unified Agent Interface( an advancedomni-channel phone client) and supervisors can assign agents to Omnichannel queues to handle voice, email, chat or social media without theagents having to shift between applications.Key StrengthsThe key challenge for a niche technology products company like ours is notjust about engineering or developing a resilient product. It is also aboutkeeping the overall costs low while providing a customized solution to meetthe specific business process requirements. We achieve this by making surethat the underlying technology is robust and developed in house to reduce ourdependence on third party components thereby keeping the cost considerablylow as compared to large companies that stitch together products ownedthrough acquisitions.Omni-channel PlatformHighlights Omni-channel Platform withAutomated Call, Chat , Emailand Social media distribution Low Hardware Footprint No Third Party dependency Omni-Channel Unified AgentInterface (TxTalk Softphone) Real time Call Quality Monitoringbased on MOS values Outbound Dialer with CampaignManager and Predictive dialer Ready connectors for leadingCRM and Databases QualityAssuranceModulewith 100 % recording , ScreenCapture and agent evaluationtool PCI DSS compliant Supports WebRTC, Skype and3rd party mobile App integrationOn the other hand, we can still compete with open source solutions as ourplatform requires lesser number of servers for large deployments resultingin space and power savings, better turnaround times when it comes tocustomizations or integrations with third party applications and most importantlyour complete ownership of technology makes sure that our platform performswith high efficiency, allows scalability with existing hardware and takes lessertime for issue resolution.1

Basic featuresOMNICHANNELEngage with customers over Voice, Chat, Email, Skype, WebRTC,SMS or Social media using TxContact’s powerful Omni-channelcapabilities. Also, track and correlate every transaction over anychannel using a Unified CRM and Unique customer ID.IVR (SPEECH RECOGNITION AND DTMF)Design any callflow with speech recognition and TTS in multiplelanguages.QUALITY AND 100% RECORDINGRecord inbound and outbound calls. Listen to the past recordingsat any time over a secure channel.UNIFIED DASHBOARDGet the statistics of all types of channel items(calls, chats, emails,social media interactions etc.) that are queued and being handledby the agents in real time.TxContact Live WallboardACCESS CONTROLControl users access to TxContact depending on various roles.SKILLS BASED ROUTINGHelps in routing the customer call from a queue to the mostappropriate agent. Talk times inherently decrease when customersare able to talk to the right agent.CALL BLOCKINGCustom Live WallboardCALL CONTROLBasic call handling features such as hold, mute, transfer,conference, reject using easy to use softphone.CUSTOMIZED MUSIC-ON-HOLD/HOLD-MESSAGESCustomize the music-on-hold and the hold messages to beplayed at regular intervals when the customer is waiting in thequeue.Customize a list of numbers to be blocked to stop any bots orspam callers from using your contact center resources. Calls aredropped immediately if the number is in the blocked list.RESPONSIVE UI DESIGNREPORTINGDISPOSITION CODESVOICEMAILACWHOT-DESKINGDNIS BASED CALL ROUTINGA completely customizable reporting solution for both historicaland real-time data.Route the calls to voicemail instead of letting the caller wait in thequeue.Use a single desk-phone or ip-phone for agents working indifferent shifts.Provides an optimal viewing experience across a wide range ofdesktops or mobile devices.Ability to set custom disposition codes depending on therequirement.Allocate a specified amount of time to the agents for After CallWork.Supports DNIS based call routing to queues.Unique featuresPREFERRED AGENTAssign a customer call to a particular agent if agent is available.CRM INTEGRATIONEMERGENCY MESSAGE HANDLINGClose all queues and play a customized message in emergencywithout any downtime.Supports built in Connectors to various systems such asConnectwise, Oracle CRM on Demand, Salesforce, MicrosoftDynamic CRM, Microsoft PowerBI, vtiger, Remedy, Quickbooksand Siebel.PRIORITY CALL QUEUINGSMART HOLD & AUTOMATIC CALLBACKSUPERVISOR FEATURESProvides the option to schedule callbacks to customers at theirconvenience and also retain their position in the queue.This feature lets you assign priority to callers, thereby ensuringthat the customers with high priority are not waiting on hold fora while.Barge-in, whisper and monitor features help the supervisors toassist the agents on customer calls from anywhere.2

COMPLETE REDUNDANT/SCALABLE ARCHITECTUREProvides a complete geographical redundant architecture andcan be scaled to quickly meet demand. Optimal performanceregardless of call volume or the number of agents.PROVISIONINGProvision the contact center phones without any manualintervention.INTEGRATIONIntegrate with existing CRM or helpdesk software to sync andimport agents or queue data.Allows integration with your business systems by providingsimple, easy to use API’s. Follows industry standard protocols forinformation exchange.OPTIMIZE AGENT EXPERIENCEINCREASE AGENT PRODUCTIVITYREDUCE AGENT ATTRITIONPBX INTEGRATIONDATA IMPORT & SYNCProvide the agents with the right tools such as softphone,dashboard, training and guidance to better assist the customerand improve the overall customer experience.Agents can use multiple channels to communicate with thecustomer such as email, chat and handle the angry, unhappycustomers. Use of IVR will help to automate the routine enquiriesthat agents have to provide to the customers. These smallmeasures will reduce agent attrition rates considerably.A single agent can handle multiple customers simultaneouslythrough chat, email, social media channels. This will let the agentmake use of call channel as and when required.Supports integration with popular PBX’s such as Avaya, Cisco,FreeSwitch, Skype for Business etc.SAVE PSTN COSTS USING WEBRTCMULTI-TENANCY SUPPORTProvides in-built support for multiple tenants and maintainstransparency by not sharing any data across tenants.Helps the end-users(customer) to communicate with the contactcenter experts using a single browser interface. This removes anyadditional software or plug-ins to be installed on the customer’sdesktop. Contact center will benefit by saving PSTN cost since thecalls originate from the website or mobile app.QUICK CALLING USING SKYPEPAYMENT GATEWAY INTEGRATIONCustomers can communicate with the contact center by initiatinga call to the contact center by using Skype. A button added onyour company website can help the customer to reach the contactcenter without the need of any other software or plug-ins.Supports secure Payment Gateway Integration. We are certifiedby CyberSource, PayPal, Authorize.Net, FirstData/Bank of Americaetc. The integration can be used to process Credit Card and Debitcard transactions while accepting online orders from customers.Cloud HostingWORK FROM HOMEAbility to support agents working from home and provide thesame set of experience to the customers irrespective of thelocation of the agents.SUPPORT ANY SIP GATEWAYConnect to any SIP standard gateway to connect to the PSTN.NO HARDWARE COSTSCompletely eliminates the hardware cost associated with contactcenter operations and maintenance.SECURITYAll the communication between the agent and the cloud contactcenter can be completely encrypted.STORAGERecorded conversations can be stored in the cloud servers or anyinternal server of the company on-demand.Dashboards and ReportsCUSTOM DASHBOARDCreate custom dashboards and monitor real time statistics byqueues, agents, channels.Average Utilization ReportSLA INDICATORSTrack the performance of your contact center by monitoring theSLA of each queue and alert supervisors based on various levels.Call Quality Report3

Queues DashboardReal-time Agent Performance ReportREAL TIME STATISTICSTRACK AGENT ACTIVITYCUSTOM REPORTINGACCESS CONTROL FOR REPORTSMonitor the queue statistics such as “Calls waiting”, “Abandonedrate”, “Agents ready” etc.Ability to customize the reports on various fields and conditions.QUALITY ANALYSISMonitor the quality of each calls handled by agents.COMPLETE TRACKING OF ANY MULTI-CHANNELDetailed activity of agents during the entire shift from login/logout to any breaks taken with the time spent in each activity.Ability to control the access provided to supervisors for variousreports.SCHEDULE REPORTSComplete tracking of customer interaction with IVR, agent isavailable as various reports.Reports can be scheduled to be run at a specified time and besent to email addresses mentioned in various formats(XLS, CSV,PDF).TxIVRINTERLINKNETWORK SYSTEMS INC.Open, scalable and easy-to-maintain IVRA highly scalable, standards-based IVR module that helps Contact Centers toautomate routine questions and answers, thereby driving down call volumes,operational costs and improving agent productivity.TxIVR is easily manageable from a web interface with options to manage theaudio prompts, configure the office hours and holiday list and edit the call flowusing XML or graphical editor.The XML editor includes IntelliSense features, which assists users to create customizedcall flows. Intellisense helps the users by suggesting. The XML elements/tags that can be used at a certain level in the document.The attributes of the XML element can have.The default values for the attributes when applicable.TxIVR Editor4