BUSINESS PROPOSAL

Flathunter

 2012 Cohesive Technologies . All rights reserved. COHESIVE CONFIDENTIAL - No part of this document (the Proposal) may be photocopied, reproduced, distributed or otherwise made available in any form/manner to any third party without the prior written permission of Cohesive Technologies Pvt. Ltd. (Cohesive)

FLATHUNTER understands that the contents of this Proposal are strictly confidential. In choosing to
read the contents of this Proposal, the Client undertakes not to disclose the information contained herein to any third party.

Table of Contents
I. About COHESIVE ........................................................................................................4 II. SETUP REQUIREMENTS .............................................................................................6 III LICENSE FEE & PAYMENT TERMS ..............................................................................7 IV PRODUCT SUPPORT .................................................................................................8 V INTELLECTUAL PROPERTY RIGHTS .............................................................................9 VI CONFIDENTIALITY ....................................................................................................9 VII MISCELLANEOUS ................................................................................................... 10 ANNEXURE I................................................................................................................ 11 ANNEXURE II .............................................................................................................. 11 ANNEXURE III ............................................................................................................. 12

I.About COHESIVE
Cohesive1 is a leading provider of Contact Center Software and Enterprise Communication Solution in IP and TDM Domain. Cohesive next generation solutions are powering millions of interactions for Customer Service, Telemarketing & Sales, Inbound Sales, Collections, Order Management, Ticketing& Bookings across a plethora of industries such as BPO and outsourcing, Financial Services, Market Research, Entertainment and Healthcare. Cohesive next Generation and value added Technology suits SME-Large Corporate-Security Agencies-Govt. SectorDefense with evolving needs-helping to unify communications and improve business performance by providing them solutions on VoIP and TDM.

Technology Pace of business and the level of competition have increased dramatically over the last five years. Enterprises are getting extremely focused on customer experience and operational efficiency. Successful enterprises use IT as a backbone to achieve greater results and the new concepts like SOA2 and BI23 are outcome of the evolution. SOA offers following business benefits: Ability to more quickly meet customer demands Lower costs associated with the acquisition and maintenance of technology Management of business functionality closer to the business units Leverages existing investments in technology Reduces reliance on expensive custom development

Cohesive/DACX, the indigenous technology platform, is built from scratch with SOA concepts. Facilitating the recommended Start-Small SOA approach, Cohesive/DACX is an ideal fitment for enterprises that practice constant innovation and process intelligence to improve their business results.

1 2 3

Awarded "Pioneers in IP Contact Center Technology" by TMCNet (2008). Service Oriented Architecture [http://en.wikipedia.org/wiki/Service-oriented_architecture] Business Intelligence 2.0 [http://en.wikipedia.org/wiki/Business_Intelligence_2.0]

Solutions Overview: DACXAMEYO COMMUNICATION SUITE:Contact Centre Application DACX Ameyo Communications Suite has been designed to provide comprehensive, state-of-the-art capabilities to Call Centers for their outbound and inbound processes such as Telemarketing & Sales, Customer/Technical Support, Collections, Welcome/Follow-up calls, Market Research and Directory Services across major industries such as Telecommunications and Financial Services. The SIP based architecture incorporates top-of-the-line capabilities such as Outbound Dialer (with Predictive, Progressive, Preview and Precision dialing modes), Automatic Call Distributor (ACD), IP-PBX, Interactive Voice Response (IVR), Voice Logger, and CRM offering multitude of features such as Multiple Campaign Management, Workforce Management, Performance Management, Queue Management, Call Compliance, Metric Monitoring, and Quality Monitoring. Ameyo offers a powerful value proposition in form of extensibility, scalability, ease-of-use and ability to work seamlessly over TDM or VoIP.
Awarded "Pioneers in IP Contact Center Technology" by TMCNet (2008). Service Oriented Architecture [http://en.wikipedia.org/wiki/Service-oriented_architecture] Business Intelligence 2.0 [http://en.wikipedia.org/wiki/Business_Intelligence_2.0]

DACX Ameyo Communications Suite has been designed to provide comprehensive, state-of-the-art capabilities to Call Centers for their outbound and inbound processes such as Telemarketing & Sales, Customer/Technical Support, Collections, Welcome/Follow-up calls, Market Research and Directory Services across major industries such as Telecommunications and Financial Services. The SIP based architecture incorporates top-of-the-line capabilities such as Outbound Dialer (with Predictive, Progressive, Preview and Precision dialing modes), Automatic Call Distributor (ACD), IP-PBX, Interactive Voice Response (IVR), Voice Logger, and CRM offering multitude of features such as Multiple Campaign Management, Workforce Management, Performance Management, Queue Management, Call Compliance, Metric Monitoring, and Quality Monitoring. Ameyo offers a powerful value proposition in form of extensibility, scalability, ease-of-use and ability to work seamlessly over TDM or VoIP. With its all-IP architecture, DACX Ameyo allows for remote monitoring and supervision from any machine located anywhere in the world, and reduces management overhead while increasing automation.

II.DEPLOYMENT
The DACXTM Ameyo Communication Suite by Drishti is an IP based communication suite offers multiple deployment options for TDM as well as VoIP-based infrastructure. DACX Ameyo reduces investment in telephony hardware and cards, and also allows for maximum reuse of current infrastructure. For instance, DACX Ameyo can be connected via most legacy PBXs, or Media Gateways, depending on the end point (analog or IP phones). The diagram below shows different types of connectivity options offered by DACX Ameyo.

Figure 1: Deployment Diagram Commissioning Setup of your contact center with DACX Ameyo Professional is easy. You just have to get the basic infrastructure like power, cooling, computers, phones and connectivity ready. Drishti engineering will install the software in the servers and will configure the entire setup. Also the engineer will train your IT staff to operate the technology which is a pieceof-cake with Drishtis solution. On procurement of DACX Ameyo Professional licenses, you will be provided with an account of Drishti Customer Arena to manage your licenses and services. You can also manage your IT Administrators from the same interface and track all support issues. You will also be able to access Drishtis professional services for customizations and services around products.Please refer to Appendix II for pre-requisites of setup.

III LICENSES FEE & PAYMENT TERMS

Product:-Dacx Ameyolite for Flathunter. Rs.12,000/-+ Tax for each agent license. Rs.20,000/-+Tax for installation & training. Rs.70,000/-+Tax for single xeonquard core server with 8 GB RAM,2*250GB SATA HDD(IBM/HP/DELL). Rs.27,500/-+Tax for PRI Card (Sangoma card). Rs.5000/-+ Tax for each Ip Phones and Headsets.

Payment Schedule

Charges
Dacx Ameyo professional licenses

Schedule
100% Advance for hardware and 50 % for software (with PO), Note: Cheque has to be made in favor of Cohesive Technologies Pvt. Ltd.

Setup / Training charges Professional Services (If Any) AMC charges (if added) Hardware (if any)

Advance (with PO) Ongoing basis (Monthly) Advance (with PO) 100% Advance along (with PO)

Warranty Cohesive-Drishti offers free Warranty (see Annexure I) for one year from the date of installation of the DACX Ameyo Professional.

V PRODUCT SUPPORT
Drishti offers various support packages to provide the pick-n-choose option to the clients as per their needs and comfort.

AMC Plan

Silver

Gold

Platinum

Support Availability Phone Availability Chat Availability Initial Analysis of Issues Minor Issue Major Issue Critical Issue AMC Charges
4

24x5 Yes No Within 6 hrs Next Release/Update 5 working days Same day 10% of solution cost or 50,000/- whichever is higher
2

24x6 Yes Yes Within 2 hrs Next Release/Update 2 working days 3 hours 15% of solution cost or 75,000/- whichever is higher
2

24x7 Yes Yes Within 1 hr Next Release/Update 1 working day 1 hour 20% of solution cost or 1,00,000/- whichever is higher
2

(Applicable on solution 5 cost )

Please find details of product support in Annexure III.

V INTELLECTUAL PROPERTY RIGHTS

The DACX Ameyo Communication Suite (Professional version) has been indigenously developed by Cohesive-Drishtis team of experts. All intellectual property including copyright and other rights in the DACX Ameyo Professional, vest exclusively in Cohesive-Drishti. The acceptance of this Proposal will not, under any circumstance, constitute an express or implied agreement to sell/assign any/all intellectual property or other rights in the DACX Ameyo Professional to the Client.

VI CONFIDENTIALITY

4 5

Local / Central Levies, Taxes, Cess, Octroi Extra as Applicable . Solutions Cost = License Fees + Customization Charges

The Client undertakes to keep confidential all the terms and conditions of this Proposal as well as all/any related communications, written or oral, that have transpired or shall transpire between Cohesive-Drishti and Client with regard to this Proposal and/or the DACX Ameyo Professional.

The Client understands that after the acceptance of this Proposal, and once the DACX Ameyo Professional is installed on the server and the agreed number of PCs in the Clients premises, the Client must undertake not to allow any third party to access the server/PCs on which the DACX Ameyo Professional is installed. The Client must further undertake not to make copies of, or in any manner disclose or make available to third parties, any materials that may be given by Cohesive-Drishti to the Client in form of technical manuals, data or inputs, without the prior written consent of Cohesive-Drishti.

VII MISCELLANEOUS
The Client understands that the final grant of the license to use the DACX Ameyo Professional shall be subject to the acceptance of the terms and conditions specified in the Cohesive-Drishti Product and Services Agreement (DPSA) that shall accompany the DACX Ameyo Professional software.

ANNEXURE I
DEFINITION OF WARRANTY Software updates of standard features, fixes and patches are included in Warranty. Clients can report for bugs/ issues at support@cohtechnologies.com with details of the problem. Cohesive-Drishti implements monthly patches with fixes and these are updated at setup with active Warranty.

ANNEXURE II
PRE-REQUISITES FOR DACX AMEYO PROFESSIONAL SETUP

Server Machines Telephony Connectivity Telephony Card

HP DL380 G5 DELL PowerEdge 2950 SIP or ISDN PRI

As per load requirements; FC7 and RHEL-5 (FC7 is free Linux version and can be provided by Cohesive-Drishti) Supports g729 (A/B), g711, g723, alaw, ulaw for SIP and alaw for ISDN PRI In case connectivity with ISDN PRI Preferred signaling: Euro ISDN, CAS Encoding Scheme: ami, b8zs, hdb3. crc4 check Dialplan (national, local) At least 512 kbps with public static IP for remote console, auto-updation or Licensing Either Analog Mediagateway /ATA with Analog Dialpad& headphone, or Softphone with headphone, or IP phone with Headphone PBX/Channel Bank with Analog Dialpad and Headphone

TD412P E1 PRI Cards (as per requirement)

External IP Connectivity Internal telephony Connectivity

Option1: IP Option 2: TDM

PC

As per requirement. Must have MS Windows XP/Vista with Firefox or Internet Explorer 6 with Java runtime environment Option 1: IP phones Option 2:Analog

At least 512MB RAM for agent PC At least 1GB RAM for Supervisor, Analysts or ITAdministrators

Telephone Instruments

Softphone (xten, snom), IP-phones (SIP IP phones from Cisco, Polycom, Snom, Grandstream) Dialpad or good quality analog phones

Fully functional LAN (100 Mbps/ Gpbs) and Network connectivity (LAN switch, Patch cables and Last Mile Modems). Stabilized and Uninterrupted power supply to all computer systems and devices with dedicated class I earthing for communication room. Adequately cooled, filtered and humidity-controlled air distribution system. Communication room (where all servers, mediagateways and other devices are installed) shall be protected from excessive sunlight, heat, static charge, magnetic fields, vibrations, chemicals and dust.

ANNEXURE III
PRODUCT SUPPORT
DACX
TM

24x7 Support Help Desk is a dedicated Engineering team that provides Support Services for the DACX suite of products.

DACX 24x7 Support Helpdesk is reachable via DCA at www.dacx.netfor your convenience. The Heldesk is equipped with a DigitalTicketing System that helps us to process and track all communication to and from DACX users. DACX 24x7 Support Helpdesk not only provides assistance for troubleshooting but it is also an interface for Engineering Services. DACX customers can take leverage of Engineering Services for ensuring hassle -free operations at anytime.

DACX Support Process

Customers can report any issue by filing a ticket at DCA and would get a reply back within minutes. For all reported issues, a ticket-id is immediately generated to track and finally resolve the problem if any. For an interactive communication, Cohesive-Drishtis support is also available 24x7/24x6/24x5via multiple modalities (depending on the chosen support package).

Classification of Issues
The reported issue is classified as minor, major, or critical depending on the kind of issue. The turnaround time for the request, provided the error is traced to the DACX and is not specific to Clients hardware or connectivity, is based on the following classification: Critical A critical issue is defined as one which leads to serious disruption or complete breakdown of the communications system wherein the calling mechanism is non-functional. Major A major issue is defined as one that causes failure of one of the major functional components of the system such as ACD, IVR, Dialer or Voice Logger. In such case, operations are severely hampered, but not completely stopped as a result of the issue. Minor Any issue that does not fall within the purview of those defined above.

Handling of Issue
The issues are analyzed by experts and resolved within specified time as per the managed support system. The issues are autoescalated internally to the developers or expert technicians if required.