Enabling Human Interactions
‘enabling
Statement of Work
Dr. Lal PathLab Projects
13 August, 2014
1
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
‘enabling
Information in Confidence
This document is the property of Talisman Unified Communications Pty Ltd. The
information furnished within this document shall not be disclosed to anyone without an
approval of Talisman. This information shall not be duplicated or used in whole or in part
for any other purpose.
Any amendment, variation, change or alteration to this document shall be by the author
of this document and will be evidenced by a subsequent version of this document,
contents of which shall supersede the contents of this version and any information,
representations, agreements and understanding set out therein.
COPYRIGHT
All rights reserved. No part of this work may be reproduced or transmitted in any form by
any means, electronic or mechanical, including photocopying and recording, or by any
information storage or retrieval system, except as may be permitted in writing by
Talisman.
2
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
‘enabling
Change Record
Ver.
no
Date
0.1
June 26 2014
0.2
0.3
Description
Prepared by
Reviewed by
First draft
Aravind Venkatesh
Ananda Rao
July 16 2014
Second Draft
Aravind Venkatesh
Ananda Rao
August 13 2014
Final Version
Aravind Venkatesh
Ananda Rao
3
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
‘enabling
Contents
1.
Introduction………………………………………………………………………….Error
! Bookmark not defined.
2. About Naturals………………………………………………………………………5
3. Background………………………………………………………………………….6
4. Intelligent Customer Interaction Management Platform……………………………6
5.
Commercials………………………………………………………………………...Error
! Bookmark not defined.
6.
Timelines……………………………………………………………………………Error
! Bookmark not defined.
7.
Summary…………………………………………………………………………….Error
! Bookmark not defined.
4
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
‘enabling
Statement of Work – Dr. Lal PathLabs Projects
Executive Summary
This Statement of Work (SOW) is made between Talisman Unified Communications Pty Ltd,
(here in after referred to as “TALISMAN UC”) and DR. LAL PATHLABS (here in after referred
to as “DR. LPL”) to deliver 6 projects based on DR. LAL PATHLABS needs.
Here is the list of items that are covered under this SOW:






Scope of the projects to be performed by Talisman/Reliance Telecom in delivering
solutions for Dr. Lal PathLabs to fulfil their requirements
Commercials
The total cost of the delivery is TBD
We are proposing the duration of this engagement as 5 months
We should be able to start this engagement by 25th August 2014
Terms and conditions specifically pertaining to the projects that would be
developed and delivered
Acronyms Used
Acronym
Meaning
AN
Actual Number
AOD
Audience On Demand
API
Application Peripheral Interface
C-SAT
Customer Satisfaction
CLI
Caller Line Identification
DCP
Diabetes Care Program
DID
Direct Inward Dialing
DNI
Dialed Number Identification
HCT
Dr. Lal Pathlabs’ Home Collection Team
MIS
Management Information System
NBH
Non-Business Hours
PRI
Primary Rate Interface
SBN
Similar Business Number
UI
User Interface
VN
Virtual Number
5
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
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Scope of Services
Dr. Lal PathLabs have tied up with Reliance Telecom for rollout of Similar Business Number
(SBN) across Tier I and Tier II cities across India.
The implementation of the same shall be in the below mentioned locations:
Agra
Gwalior
Panipat
Varanasi
Allahabad
Haldwani
Patiyala
Vijayawada
Ambala
Hoshiyarpur
Patna
Dehradun
Aurangabad
Indore
Pune
Goa
Bareilley
Jabalpur
Raipur
Pathankot
Bhatinda
Jaipur
Ranchi
Ahmedabad
Bhopal
Jodhpur
Rewari
Udaipur
Bhubaneswar
Kanpur
Rohtak
Gurgaon
Chennai
Karad
Shimla
Noida
Coimbatore
Mysore
Siliguri
Faridabad
Cuttack
Nagpur
Sonipat
Mumbai
Gorakhpur
Nasik
Vadodara
Hyderabad
Bangalore
Lucknow
Kolkata
Amritsar
Jalandhar
Ludhiana
Delhi & NCR
We would be supporting DR. LPL by developing and delivering 6 projects that are listed
below along with Priority:
Priority 1 – Project 1: Contact Us Strategies
Priority 2 - Project 2: Call Centre Solution
Priority 3 – Project 5: Diabetes Care Program (DCP)
Priority 4 – Project 3: Home Collection Missed Call
Priority 5 – Project 4: Customer Satisfaction Calls (C-SAT)
Priority 6 – Project 6: Voice Blasts to Dr. Lal PathLab’s Employees & Customers
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Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
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Enabling Human Interactions
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Here is the approximate timeline for delivering the projects based on the priority given. We
are proposing to complete the projects in about 5 months of duration.
The following sections describe the business requirements specifications of the projects
from user perspective.
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Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
‘enabling
Business Requirements
Project 1: Contact Us Strategies
Requirements
Users should be able to call SBNs based on their respective
locations (as mentioned in Section 3) –
xx-39885050
xxx-3988505
The calls on these SBN on these cities shall be routed to cloud
telephony structure.
Answer the call with –
 Welcome Message (Regular office hours)
 different Message (Non-office hours)
 Some info/Ads could be added to the Welcome message
 Rejecting message if LPL reps are not able to take the call
Users can choose their convenient languages
Users are provided with Options to choose from –
 1 for Home Collection
 2 for any other query
Calendar Config UI for
 uploading the holiday details
 updating the specific working/non-business hours for
different locations
 specifying sudden holidays and timings
Home Collection Team Call Flow –
 Inform customer about voice recording
 Transfer call to Home Collection team
 Upon HCT answers, record the whole conversation and
make it as part of CDR
 Close the call
In case of long queue –
 Play the message to key-in their number for contact
 Automatically look for availability of HCT and patch the call
to the customer
In case of Abandon call (Call flow for call back)–
 Automatically look for availability of HCT and patch the call
to the customer
“Other Query” Call Flow –
 Inform customer about voice recording
 Transfer call to Local Lab Location
 Upon Local Lab representative answers, record the whole
conversation and make it as part of CDR
 Close the call
VN Allocation to be done based on
the corresponding cities
Play the regular office hours
welcome message
Languages Supported – English,
Hindi and local language
Refer to Annexure A for details.
Languages Supported – English,
Hindi
To get the list of all the languages
that are to be supported from the
client
To get the local holidays
To get the Working hours and NBH
details
SUBSEQUENT VERSION
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Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
‘enabling
NBH –
 IVR for leaving the voicemail
 Mail to respective hubs
Implement the POC and host it for the use initial use –
We will be identifying the POC
requirements and include it as part
of the project.
There are 54 locations excluding Delhi & NCR zone and Chandigarh Could we host the initial trial in
Delhi and couple of NCR locations
instead of Chandigarh?
Client’s response: Yes.
Users should be able to call direct lines and the call flow should be How many direct line numbers are
the same as SBN
there? Do we need to do VN
Allocation for those numbers?
Client’s response: Direct line
numbers will not be included.
NOT APPLICABLE ANYMORE
There are around 19 locations which shall be put on Cloud
Telephony as per the above mentioned structure within Delhi &
NCR zone.
 The calls shall be routed to a PRI on AVAYA EPABX which
shall act as a channel bank.
 The agents shall be provided with individual DIDs which
shall be mapped with Intelligent Telephony Platform.
In addition to that there shall be direct calls which will land on the
Delhi (Janakapuri) & NCR locations. The call flow structure and
other functionality shall remain the same as that of other
locations.
Mapping to be done for the agents who would be provided with
individual DIDs
Client to provide AVAYA EPABX
telephony details to us to do the
interfacing.
Client’s response: This may not be
required as we would be providing
the solutions, independent of
AVAYA.
Direct Call numbers to be identified
from the client.
Why is individual number
provided? If yes, then we need to
address the following cases:
 There are 2 shifts
supported. So, each agent
will be assigned to one
DID.
 Also, there would be buffer
resources and we need to
provide DID numbers for
the as well.
 Dr. LPL should inform us to
provide DID numbers in
case new employees are
joining.
Can we have single DID for agents
(those who are logging into the
same HCT system)?
Client’s response: Yes, individual
numbers are required for each
agent.
9
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
‘enabling
Here is the call flow for this “Contact Us Strategy” project –
10
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
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Project 2: Call Centre Solution
The Call centre solution that we are proposing consists of 4 parts:




IntelliAgent – The Intelligent system that shall capture all the parameters regarding
MIS for all agents
IntelliCLI – This portal that shall be providing details to the executives regarding the
CLI from which the call is coming
IntelliPerf – This analysis system provides the parameters towards MIS for process
performance
IntelliQ – The callers are queued up if all the agents are busy attending the other
callers. This IntelliQ solution provides functionalities to manage the queue
efficiently.
“IntelliAgent” – Features
Requirements
This “IntelliAgent” System shall capture the following parameters What’s the frequency of
generation of these
regarding MIS for all agents
reports?
 No. of Calls offered
- Based on Shifts
 No. of Calls answered
- Based on day
 No. of Calls abandoned
(Basically the
 No. of Calls called back & connected with disposition
report should be
 No. of Calls called back but not connected with
generated on
disposition
daily basis)
- Weekly
 Total & Average Idle duration of the agent
- Monthly
 Total & Average Talk Time of the agent
- Date Range
 Total & Average Wrap-up/ ACW Time of the agent
Client’s response: Day
 Total & Average Hold Time of the agent
wise report is required .
 Average speed of answer the call (ring time)
 No. & %age of short calls (Less than 15 secs.)
 No. & %age of long calls (More than 210 secs.)
 Duration of outbound calls
 Total Login Time
 Total Break Time
 Productive Login Hours = Login Time – Break Time
 First & Login Time
 First & Last Logout time
 Count of login attempts
The “IntelliAgent” Admin portal should be able to configure the
following:




Admin login/logout
Admin for providing privileges
Skills updates
Set Short/Long call duration limits
11
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
‘enabling



Frequency
Add/Delete/Update the Email IDs to which the reports
should be mailed
Recurring Dates on which the reports Emails to be sent to
different groups/stakeholders
“IntelliCLI”– Features
“IntelliCLI” Portal – This portal that shall be providing details to How do we get the initial
the executives (agents) regarding the CLI from which the call is information of the
registered users? Do we
coming
need to enter that into
our database?
Client’s response: This
may not be required for
us.
“IntellCLI” portal – User Interface (UI) for performing the
What are the details
following actions:
about the agent should
be entered by the admin
 Agent login/logout
 Agent should be able to enter (add/edit) notes about the (Agent ID, Name details,
skill set, available timings,
call
etc.)?
 Config UI for updating the agent details (this will be
What are the restrictions
provided to the Admin of the agents)
that are to be imposed on
 Agent should be able to see the last 3 call transactions
the agent’s system –
made by the user
Web activities
 Agent should be able to get previous history of call
Date/time settings
transactions for a specified date range
changes
 New customer details – Agent should be able to enter
Resetting passwords
and save the new customer details
 The agent shall select the disposition from the drop down systems requirements for
the agent .
in terms of Booking/Complaint/Request and system
provides the transaction ID automatically
A web form maybe
 The agent shall be provided with a flagging option once
provided to
he readies himself on the portal for the next call
create agent with
defined role.
“IntellCLI” Backend – Storing all the agent related details
“IntellCLI” Backend – Storing all the caller (customer) related
details
“IntellCLI” Backend – Call Details Report
 Unique Call No.
 Start Time
 Call Duration
 DNI
 CLI
 Patched
 Cause Code
 Mapped Number
 Call voice recording
“IntelliCLI” portal –
How much data (in time
12
Talisman Unified Communications Pty Ltd
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Enabling Human Interactions
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Data shall be pulled from the saved history
Skill based routing
Calendar Config UI for
 uploading the holiday details
 updating the specific working/non-business hours for
different locations
 specifying sudden holidays and timings
line) should be present to
him for talking to the
client?
What’s the typical time
limit to be provided for
the agent before he gets
connected to the client?
Client’s response:
Typically, it should be for
the same day.
To get the local holidays
To get the Working hours
and NBH details
Client would share this
with us.
“IntelliCLI” Architecture
We are proposing a solution (IntelliCLI) that shall perform the following activities before
the caller gets connected to the agent that makes a smoother transaction and improved
user experience on both caller as well as the agent –
 Plays appropriate calling message as soon as the caller makes the call
 Looks for the appropriate agents (skills, availability, etc.)
 Provides the agent about the caller details (if they are registered and called Dr. LPL
previously)
 Display of transaction history
 Connects the caller and the agent
Here is the high level architecture that shows how the “connect” is performed when the
user calls Dr. LPL agent.
13
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com
Enabling Human Interactions
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“IntelliQ” – Features
Requirements
This “IntelliQ” System shall perform the following operations –







Create the queue
Queue can be created for Per Agent/Per Group
Option for CRUD, Add To, Remove From
Agent should be able to Get the List (with some filter
options)
Connect elements between groups and agents
Update the IntelliQ system based on the Policies
The should be able to clear the queue based on different
conditions
Project 3: Home Collection Missed Call Add-on
Requirements
Develop a missed call add-on that shall provide the following For POC, we shall start
with the missed call
functionalities –
solution for Delhi
 The add-on places the missed calls given by customer on customers and later on
the Home Collection number
we shall rollout the
o The customer abandons the call
project in other cities
o The Caller drops from the queue after some across India.
duration
o The call gets disconnected when customer is in
conversation with the agent
Project 4: Customer Satisfaction Calls (C-SAT)
Requirements
Depending upon the billing groups, different set of questions when
the agents are calling them back.
The AOD system shall generate pre-recorded voice calls at 1100 Should we consider
Saturdays/ Holidays?
Hrs. on weekdays to capture customer response.
If we start at 1100 Hrs.
what’s the time limit for
ending the customer
response.
Client’s response: Yes.
They will be providing
the holiday related info.
Customers shall punch in the feedback on a scale of 1-5 where 5Excellent, 4-Very Good, 3-Good, 2-Fair and 1- Poor
After punching the feedback customer is given option to record
Suggestion/Complaint by pressing 1 / 2 or disconnect the call by
14
Talisman Unified Communications Pty Ltd
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Enabling Human Interactions
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pressing * / # button
Suggestion:
Customer records his voice to share the suggestions after the beep
by pressing 1.
Complaint:
Customer records his voice to share the complaint after the beep
by pressing 2.
Disconnect the call:
The application identifies and patches with defined set of
customers–
“POOR” punched cases
Complaint cases
Those agents are able to enter the call notes in to the system
The data shall be pushed in LPL system through API once the
calling is completed. Simultaneously The agent’s availability shall
be sensed by the system using the preview dialler screen on which
agent shall log in using his/her credentials.
In cases where customers have punched in the wrong key, agent
shall be given an option to rectify the ratings on the portal itself.
Call has to be patched
to the agents.
Do we include this in
Feedback report?
This may not be
required.
The system shall capture the details of all amendments and the This privilege is given to
all those take the
agent name who amended the record.
Complaint / Poor
punched cases
After completion of calling, the data shall be pushed through API DR.LPL to provide us list
provided by LPL or mailed in .csv / .xlsx formats on defined mail email IDs and groups to
which the report has to
ids.
be shared.
This won’t be required.
Config UI to be provided for DR.LPL Admin to Add/ Delete/ Update
the Mail IDs
15
Talisman Unified Communications Pty Ltd
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Enabling Human Interactions
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Develop an IVR call add-on that shall provide the following
functionalities –

The project flow as proposed by Talisman / Reliance
shall remain almost the same with a slight change. The
package details and other options where manual
intervention / interaction are not required shall be
16
Talisman Unified Communications Pty Ltd
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Enabling Human Interactions
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available round the clock.
 For the part where agent interaction is required, the
timing as specified shall be in place.
 Config UI for changing the timings with the user in case
of any change in future.
There will be cases where we could have downtimes. The SLAs
shall be discussed with RCOM and updated accordingly.
Project 6: Voice Blasts to Dr. Lal PathLab’s employees and customers
Requirements
Develop a Voice Blast add-on that shall have two options –
Option 1: The voice recording shall be done instantly by the
person who has to send out the message.
The option should be available to listen to the voice recording .wav files will be
supported. Are there
before sending out to the list of recipients.
any other audio formats
to be supported?
Nothing other this .wav
format.
MIS towards the delivery and duration of call listening should
be available for records.
Option 2: There will be cases where pre-recorded voice calls
shall be sent out to the customers informing them of any type
of predefined alerts.
The voice call shall have some fixed part and some variable
(fillers) which shall be Text to Speech.
Such modules shall be configured in the system with a portal Same as above.
given to the user to choose the file to be blasted with the
option of filling up the variables.
Manual uploading of data points shall be supported
Pushing data through APIs shall be supported
Approach
We propose this solution for the projects are delivered in a PHASED manner. The Phases
shall be discussed, documented and agreed upon by Talisman UC and DR. LPL. There would
be about 3 Phases of the project:
1. POC Phase
 POC Development
o We have to discuss and decide on the features that are to be supported as part of
POC
 Install on couple of locations
 DR.LPL uses the POC for 1-2 weeks
2. Solution Development
17
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
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www.talismanuc.com
Enabling Human Interactions
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


Develop complete solution for these project
Continuous updates with client
Install the solution in the same locations
3. User Acceptance
 Deploy across all the locations
 Testing and Final fixes
 User Acceptance
Maintenance is not of the project under scope. This has to be decided later once the above
mentioned phases are completed discussion with DR. LPL.
Assumptions, Dependencies and Constraints
Assumptions






We shall be providing the minimum systems requirements for agent systems.
It is Dr. LPL responsibility to set up the systems for the agents.
DR. LAL PATHLABS will provide Review / Feedback / clarifications on all deliverables in timely
fashion. For clarifications/questions, within 1 business day and for deliverables within 2-3
business days.
This proposal is valid for 1 month from the submission date to client. After that we might
need to modify any terms, content, effort and or pricing.
DR. LPL to provide the information on the voice messages that are to be played.
We can call the NDNC numbers. This has been checked up with RCOM.
Dependencies
DR. LAL PATHLABS will provide a single point of contact (SPOC) to manage interfacing with various
stakeholders and for obtaining relevant information, documentation and management of the
projects
We need a SPOC from client side
 To discuss and clarify our queries from end user perspective
 Able to help us out in connecting with technical team
 For providing Final Acceptance of the solution
We need staging systems for initial hosting and testing at real environment before deploying.
Payment Terms and Conditions
Payments & Payment Schedule: Invoices will be submitted monthly to the DR. LAL PATHLABS via
email. Payment to Talisman UC will be due within 15 days of submission of invoices.
Other Expenses & Charges: Please note that any change in the scope/timelines of the engagement
may extend the duration of the assignment. All extensions /changes will be charged at the agreed
pricing.
Invoice submission and payment method:
18
Talisman Unified Communications Pty Ltd
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Enabling Human Interactions
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Invoices will be submitted to DR. LAL PATHLABS via email. The instruction for wire transfer will be
specified in each of the invoices and as a practice, TALISMAN UC requests DR. LAL PATHLABS to wire
transfer payments within the payment period agreed from the day of submission of invoices.
Delivery terms
Any proposed delivery date is an estimate only and is upon prompt receipt by TALISMAN UC of all
required information.
Note:
The information and commitments provided in this proposal override any other contradicting
statements made in any other document between TALISMAN UC and DR. LAL PATHLABS as of the
date of submission of this proposal.
DR. LAL PATHLABS
TALISMAN UC
By:
______________________
By:
______________________
NAME:
NAME:
TITLE:
TITLE:
DATE:
DATE:
For Further Details please contact:
Ananda Rao
ananda.rao@talismanuc.com
+91 99003 27028
19
Talisman Unified Communications Pty Ltd
Level 7, 533 Little Lonsdale Street
Melbourne, Vic 3000
www.talismanuc.com