Support Services

Vendor Comparison Chart

1. Professional Support No Seldom Yes Yes Yes Seldom Yes

15 dedicated engineers on support escalation matrix with a 120 second
TAT

2.

Support During
Peak hrs

Seldom Seldom Yes Yes Yes Seldom Yes At least 3 Engineers/shift and higher during peak hrs
3. Timely reply from/on Support Seldom Seldom Yes Yes Yes Seldom 120 second TAT with 2 escalations or else refund policies
4. Single Vendor Coordination No No Yes No No No No Single platform for Dialer-VoIP-Hosted Server-IVR-Bandwidth so that there is
no blame game preventing centers downtime
5.

Tailor Made
Commercial Models

Yes No Yes No Seldom No No We have all possible models possible
in the universe at un machable rates ,
in case there is any new we are ready
to hear and implement
6. Customized Technical Model No Seldom Yes No Seldom No Seldom Premised-In-house Dialer/Hosted Dialer/Server replications/Distributed /Centralized/ Work from home models are supported
7. Asterisk Advantage, Flexibility & Expertise Seldom Seldom Yes No Yes No Yes We have one of the better teams with vast asterisk experience and
knowledge capable to deploy complexions such as TTS based payment gateway, integration with ERP,SAP,Web Forms,20+ tree IVR's
etc
8. Domestic or Inbound Solutions Seldom Seldom Yes Yes Yes No Yes There are more than 50 satisfied , domestic and inbound clients that we have
9. Low Capex Yes No Yes No No Yes No With us one can start on as low as 10 USD for Dialer+Hosted+VoIP
10. Low Opex Yes Yes Yes No Yes Yes No With dialer rentals as low as 10 USD/Seat and No VoIP commitments
on pay as you go model , A bare minimum opex is attained to help centers scale with investments in right directions
11. Turnkey technology Solution No No Yes No No No No Being a technology company ,
anything or everything except process and leads may be sufficed as per prospects requirement
12.

CTI Hardware
Integration

No No Yes Yes Yes No Yes 1/2/4/8 PRI,GSM,VoIP Gateway,Telesynergy CTI,Intel Dialogic,Allo,Sangoma,Digium have been successfully integrated with
asterisk and hard dialers in the past
13. Money Refund Policy No No Yes Seldom Seldom Seldom Seldom After 3 levels of escalations in worst
case scenarios, we process a money refund on a pro data basis within 72
hrs from the request
14. Reference Incentive No No Yes Seldom Seldom Seldom Seldom 10% or higher for every reference
client varying with case to case along with a reseller CRM login
15. TAT for setup/Live PD Calls 48 hrs 24 hrs 2 hrs 1 Week 24 hrs No High 2 hrs for Hosted and 12 hrs for
Premised based Soft Dialer and
48 hrs for Hard Dialer Setup
16.

Remote Installation/Support
/Sales

Yes Yes Yes Yes Yes Yes Yes Apart from 3 locations where we
have placed local support engineers,
we handle sales and support
remotely to curb cost raise for the end client converting a cons into a pros by reducing the TAT, In worst case scenarios physical presence of the engineer is procured
17. Backup VoIP No No Yes No No Seldom No With Auto set patterns on the dialer settings, Backup shift is used in case scheduled registry failures are
achieved with the SIP registrar both
on Hardware and Software platforms
18. Backup Server No No Yes Seldom Seldom No Yes Cloned server for all setups
exceeding 80 seats is availed where
in merely a LAN cable swapping
reduces the downtime to less than 60 seconds
19. Backup Dialer/Hosted No No Yes No Seldom No No We hold 3 servers with 100 MB
each to cater to more than 2000
seats on hosted platform where procurements and backups are
planned with pre-sales department analyzing clients' latency from
scheduled locations
20.

Issue Resolution

with low TAT

No Yes Yes No No No Seldom Most of the issues are caused due
to on site parameters and thus the training process along with the 26 support points reduce chances of
Issue but when issue evolves/
persists we adhere to a 120 second
TAT policy
21.

Commitments
/Lock in period
/Contracts

No Yes No Yes Seldom Often Yes Since the entire system is prepaid
thus For all commercial models
client is free to make any payment
on a pro data basis with no contract,
no lock in period and no
commitments at all
22. Platform Independence No No Yes Seldom Seldom No Seldom we are only hand locked with
Hard Dialer (Server Only) being on windows platform and Soft Dialer ( Server Only ) being on Linux , but otherwise rest all permutations and combinations are possible/feasible
as per clients requirements/ or our suggestion
23. Hard-Soft Dialer Flexibility No No Yes No No No No With us being the only vendor
(known) procuring both Hard and
soft dialers, we hold the choice for
the prospect for selection based on
size and architecture of the client
24. Pre/Post AMC Support Cost High High Free Very High High No Very High Mostly we are operating on opex
modes , whereas for all capex
models such as dialer purchases
we extend another year of support
with an expansion of at least 10
seats and thus we have never
received an AMC in the history of our operation


Support Escalation Matrix: Avyukta-e-Call Dialer-VoIP-Hosted-IVR-CRM-CTI Solutions
24X6 Help lines
24X6 Chat Support avyukta.support on Skype
24X6 Phone Handheld +91-856-0000-601 ; +91-93-148-000-61
24X6 Helpdesk 1 +91-141-401-5916
Individual Timings
Shift Timings (IST) Engineer Contact Matrix Level
1000 to 1900 Akshita Pareek +91-856-0000-601 L0
0800 to 1700 Neelam Jain +91-856-0000-601 L0
1400 to 0200 Manmeet Shandilya +91-856-00000-40 L2
1700 to 2200 Naveen Sharma +91-856-0000-601 L0
1300 to 1000 Pankaj Bhorodia +91-856-0000-600 L3
1700 to 0300 Paramjeet Singh +91-856-0000-601 L1
1500 to 2400 Pramod Soni +91-93148-000-61 L2
2200 to 0700 Sachet Chanchawat +91-856-0000-601 L0
2330 to 0830 Vikash Yadav +91-856-0000-601 L0
Escalations
1st Escalation Respective Accounts Manager or else Respective BDM
2nd Escalation pending at the rate of dialerindia.com Pending Mails would be replied to within 24 Hrs from the reciept of the entire issue with chat logs and current status
3rd Escalation accounts at the rate of dialerindia.com As per the 72 Hr refund policy for the cases unresolved , refund process shall be activated on a pro data basis , Not valid on setup costs but only on Rental/Balance/Hosting/EMI Cases

Growth Chart

  1. 2008-2009
    5 live Centers across 2 cities
  2. 2010-2011
    25 centers across 18 cities
  3. 2011-2013
    99 centers across 67 cities
  4. Current
    255+ Live Call Center clients in 9 countries apart from 1500+ installations till date
  1. For more information about how Accounts Customer Services can help you deliver operational excellence, contact accounts at the rate of dialerindia.com

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