Puratech offers solution for contact centers, e-businesses, enterprises and service providers is an open software platform that, when installed on a Windows server, provides a comprehensive set of communications and interaction management services and requires little or no integration. Our core product, Contact Center, is capable of processing thousands of interactions per hour, including telephone calls, e-mails, faxes, voice mail messages, Internet chat sessions, Web call-back requests and voice over IP calls.

The differentiating characteristics of our solution enable our end-user customers to communicate more effectively and interact with their customers at a lower total cost of ownership than through the use of traditional computer telephony integration products.

Puratech's product offering is a singly architected solution providing all the components of a contact center in a single offering with common Administration, MIS, ACD & GUI capabilities.

Customer benefits: 

Enable Multimedia Interaction with your customers. Allows organizations to offer conventional telephony, e-mail, text chat, Web callback requests, and voice over IP interaction options to their customers

Multiple functionality, including telephony, inbound and outbound fax, e-mail processing, automatic call distribution, interactive voice response, conferencing, call recording, call monitoring and text chat processing, along with facilities that allow supervisors to obtain multiple reports and view real time communications statistics.

Reduced need for disparate technology integration. Puratech's solution is singly architected, thus eliminating the need for complex integration)

Industry standard platforms and compatibility with leading technologies. (Our products are built around industry standard hardware and software components such as Intel microprocessors and the Microsoft Windows operating system, thus allowing end-user customers to configure the system to meet their specific needs.)

Lower total cost of ownership.(Our solutions offers a lower total cost of ownership in comparison to traditional communication systems, which comprise multiple, disparate add-on components.)

Globally distributed contact centers (Our solution provides the functionality required to implement and operate multi-location, globally distributed contact centers. This is available to both as a Customer Premise Equipment and as a centrally hosted service)

ASP ready product (Hosting and application service providers can greatly benefit by offering centrally hosted contact center applications using our contact center product).


Features & Benefits 
Multi Media Contact Handling 

The ability to handle multiple media in the same contact center offers various advantages. The most obvious is that the customers have a choice of media to choose from, at their leisure and convenience. Also, the most appropriate media can be chosen, depending on the type of information which needs to be exchanged.

The advantages include:


New Media Contact handling 

The product offers support to new media in a manner which cannot be replicated in either "enhanced" traditional call centers, or even other Net-based Contact Centers. Imagine this -


A surfer visiting a WebSite is offered "live help" - a chance to interact with a service officer. On accepting this help, a few moments later the surfer is :

Having a video conference with the service officer

Co-browsing the Company's WebSite (or any other Website) with the officer

Working on a common document, and having additional information pushed to him. On the other hand, the service officer

Does not need to ask an existing customer his details since they are already on his screen

Does not need to figure out the visitor's buying potential since his previous history and current billing status is already accesible.

Already knows of any current and ongoing cases involving the customer.

In all likelihood, it is the same officer who serviced the customer on his previous contacts with the center.


Trans-Media Contact handling 

Trans-media contact handling happens when multiple contacts over different media are used in a workflow. The ability to handle multiple media gives the users an extra dimension of capability. This capability can be used to design increasingly sophisticated Contact programs.

Trans-Media CRM 

The product comes packaged with a next generation CRM. It has inbuilt support to handle multi media and trans media contacts. It allows generation of workflows, which not only allow these type of campaigns, but also have sufficient support to integrate with other front office and back office systems. This combination implies that the product can fit into any organization's process, rather than requiring a re-engineering of normal processes to fit a Call/Contact Center.

The unique "single architecture" provides a final consummation of Customer Interaction and Customer Relationship Management systems, which, before this, existed together in an uneasy alliance


Distributed, Multi Nodal Architecture
Distributed Agents' Support 
Multi Locational Agents 

Puratech's contact center can be viewed as a mini network, custom built to handle the needs of a distributed environment.

The product's ability to locate Agents which belong to the same Contact Center at multiple geographic locations allows an operator unprecedented flexibility.

Home Agents

The product handles multi-media traffic uniformly. All traffic is delivered as "Data" to the Agent Desktop. Thus, an Agent just needs to have an assured bandwidth connection to the Contact Center Hub. This makes it very easy to have "Home Agents" without loss of any functionality. Home Agents can function as effectively and can be monitored as easily as Agents at a "Call Center Office".

Therefore, for the first time ever, Home Agents can effectively substitute for in-house Agents, thus resulting in tremendous Capital savings.


Traffic Acquisition
Multi-Point Acquisition 

The product allows traffic acquisition from multiple geographic locations for the same Contact Center. This allows selection of lowest cost terminations for traffic originating over a wide geographic spread.

It also provides Time-Zone support for outgoing traffic. Phone numbers of different time zones will be dialed at appropriate times, and from the least-cost acquisition point.

Scalability

The distributed nature of the Contact center yields unparalled scalability. The Contact Center can grow organically to thousands of Agent Positions, without ever involving either a shutdown or major upgrades.

Reliability

A distributed Contact Center also implies extremely high reliability. There is no single point of failure in the system. Failure of one node results in just that node's current traffic being lost. And all "Central" servers are configured in a dual hot-standby configuration. Also, each of these dual servers can be at a separate geographical location, thus providing disaster recovery support.


Better manpower management 
Agent Utilization 

Agents cannot only be assigned skills depending on their function and knowledge, but also on their media handling ability

Agent Satisfaction 

Agents have a wider variety to their job, and it requires the use of slightly different skills each time a different media is used. thus allowing managers to rotate Agents through different types of contact handling.

Monitoring, MIS, and Administration 
Fewer Boxes, Common Platform 

The various components of the product use a common platform - the industry standard Wintel box.

The product's "Single Architecture" also yields far fewer boxes for the same sized Contact Centers. This gives rise to a simplicity of design, which makes it far easier to configure and manage on a day to day basis.

The common platform and fewer boxes reduce the cost of ownership by a wide margin.


Supervisory Features 

Supervisory features like monitoring, barging, coaching, traffic monitoring, session logging, escalations etc. are applied uniformly to all media. Supervisors are also allowed partial administration capabilities, which allows them to tune the Contact Center for maximum performance.

The ability to configure Agent Group Supervisors and Contact Services Supervisors implies that the Contact Center can be organized along convenient functional and knowledge lines.

The level and sophistication of supervision is unprecedented. This enables management of Home Agents as effectively as premise bound agents.

Administration & Monitoring

The product provides GUI based (Web or native Windows based) administration and monitoring, which is intuitive, and has an extremely rapid learning curve.

Reporting

The product provides a set of Standard Reports which are extensive, exhaustive and very useful. This alongwith the structure of output statistical tables allows users to design custom reporting formats.


System Integration 
The Single and Uniform Architecture Advantage 

With its Uniform and Single Architecture, with most components "built-in", Puratech's contact center can reduce your system integration costs to less than 10%. This implies substantially lower costs, and more importantly, much faster project execution, reducing the time-to-market.

External Applications Collaborator 

The product has DCOM APIs at different levels, making it one of the most open and programmable Contact Centers. This flexibility allows easy integration with other back office systems (whether automated or manual) thus yielding a seamless process flow, which cuts costs and increases efficiency.

Front Office Integrations 

Agent Desktops are 100% customizable. The contact center provides a series of Agent Desktops which combine Contact Control, CRM screens and knowledge bases, all these are themselves constructed using "Published" APIs. Hence, it is very easy to build other Desktops, which may need to combine not only the above, but front ends of other systems used by an organization (say an Order Processing system). Again, Puratech's P&C division can help on this front too.


Future Shock protection 
New technology assimilation

The product architecture allows Puratech to add new types of Media Nodes as soon as a new communication media is introduced and gains acceptance. This allows existing Contact Centers to just add these new nodes to the system to support the new media, protecting current investments.

Adaptability to change in Media-Mix 

The product offers protection in changing media mix scenarios. Simply add nodes of media gaining favor, and reduce nodes of the media, which is going out of style! Add new types of media nodes (as mentioned in the previous section) to support new media!

The "Open System" Advantage 

Industry Standard platforms and published APIs at all levels in the system eliminate dependence of support from any single supplier. In fact, Puratech asserts that the system can be maintained and enhanced without Puratech's support. Independent third party suppliers can even add new Media types and Agent Nodes to the system.


Use Models 
Customer Premise Equipment 

In this use model, the Contact Center functions as a customer premise equipment. An organization owns and operates the various components of the system. The Multi-Nodal and distributed architecture suits the needs of an organization with geographically disbursed markets, and/or geographically distributed service workforce. With the costs of carrying traffic already low, and dropping rapidly, organizations can now service contact traffic at locations where infrastructure and labour costs are low. On the other hand, the same service workforce can service traffic on different media. They can be organized along functional and knowledge areas, rather than "Call Centers", "Email processing departments", "Web services" etc.

Hosted Application Services

Puratech's Contact Center provides ASP support. The Media and Agent Nodes, Servers and some Administration and Customization nodes can be part of a "hosted network", while various user organizations can have just Agent Station nodes and part administration and customization on the same Contact Center system. This is made possible by IP based media delivery to Agent Stations.

The Contact Center provides ASP support by :

Multi-Nodal and distributed architecture

User specific contact services and campaigns

User specific Agent groups

Allowing part administration and part monitoring of user specific portions of Contact Center

User specific data nodes like CRM, dB access and calendar

User specific statistics gathering and MIS & Billing

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