Technical & Financial Proposal

Especially Prepared For

Price Oye Help Line IVR & Call Centre

Price Oye Short Code & SMS Service

Dated: 20-01-2020

# 1, Block 23, PHA

G-7/1, Islamabad. PAKSITAN
e-mail: info@maaliksoft.com
web site: www.maaliksoft.com
 IT & TELECOM SERVICES PROPOSAL

Director
PRICE OYE
ISLAMABAD

Help Line IVR, Call Centre

PRICE OYE Short Code & Branded SMS Service
Dear Sir,

Reference is made from the discussion we had regarding probable requirement of

your organization for the implementation of Help line IVR & Call Centre, CRM along
with Short code Services.

MCE being one of the leading Computer & IT consulting firms has vast range of
experience in carrying out computerization assignments. Our experience and
knowledge of similar nature of assignments lead us to believe that our firm can
provide the required services to effectively conduct required computerization /
automation.

We trust that you would find our proposed technology solution and associated
services in accordance with your needs. However, we shall be glad to provide any
other information and/or clarifications that you may require in connection with it.

We are pleased to submit our Technical and Financial proposal for the above
mentioned project.

Thanking you.

Ali Asad
Director
Maalik Creative Engineers Pvt.Ltd

www.maaliksoft.com Page 2
 IT & TELECOM SERVICES PROPOSAL

About MCE

MCE is a renowned ERP Implementation & software development organization of Pakistan,

has been operating in Islamabad Pakistan, and it specializes in development of financial and
management information systems and related databases.

At MCE we have a best combination of experts in computer science as well as accounting and
financial management as a result of which we are able to handle any computerization with
deep understanding of the systems which guarantees the ultimate success of any assignment.
We take a pride in stating that by the Grace of Allah and due to the co-operation extended to
us in each organization, we have been able to render the service to the entire satisfaction of
all our clients.

Over a period of time computer scientists were brought on MCE Plate Form. Keeping in view
the strong team of professionals at MCE’s top level of management and the nature of the
assignment, it can be stated with confidence that there is hardly any other organization in the
country, which can provide a better assurance to client for the successful completion of the
proposed assignment in comparison with MCE.

The staff of this organization has a proven track record of successful design and
implementation of software projects for valued clients in Pakistan. It has a multi-disciplinary
staff of system analysts, programmers, financial analysts, economists etc., along with
necessary support. The company has in particular a strong specialization in industrial
Automation and some pioneer work has already been completed in Pakistan wherein a total
system approach has been adopted towards planning and production of Industrial Unit.

The cliental built-up by MCE over the years is its biggest asset. It comprises of medium and
large size organizations in public as well as private sectors.

www.maaliksoft.com Page 3
 IT & TELECOM SERVICES PROPOSAL

Services Offered

Behind every successful business solution is a team of dedicated and certified

professionals. We have over 17 MCE professional services consultants globally with
our strong and growing partner network, we can deliver the perfect enterprise
management solution to our customers; meeting their requirements, quickly, easily
and affordably. That is not all. MCE solutions enable customers to realize benefits and
returns on investment from day one.

Currently MCE is providing consulting services in the areas of system studies, software
development and ERP implementations. The clientele built-up by MCE over the years is its
biggest asset. It comprises medium and large size organizations in public as well as private
sectors. These include cement factories, engineering companies, textile & sugar mills,
chemicals & oil industries, power generation plants, surgical & leather goods manufacturers,
public & private sector organizations etc. following is the list of services offered by MCE ;

• Information System Designing

• Customized Software Development
• Industry Specific Software Development
• ERP Development & Implementations
• Call center Solutions
• SMS & IVR Solutions

• Web Site & Web Portal Solutions

• IT Solution Integrations

www.maaliksoft.com Page 4
 IT & TELECOM SERVICES PROPOSAL

PRICE OYE
HELP LINE & Call Centre PROJECT
Service Features

Call Distribution
Calls can be routed to different Agents according to customer’s needs or any other
combination specified by the customer.

Call Limiter
This feature enables the user to specify the maximum number of simultaneous calls
to a UAN number.

Call Recordings
This feature allows recordings of Calls for quality purpose & off timing customers
messages can also be recorded.

The scope of work includes supply and installation of a complete Call Centre Solution
(CCS) that can cater the highly customized requirements for customer specific needs
on Turn Key Basis.
The telephone connections, PRI connections, Intel Based Server, Computers and UPS
Power Supply are not included in the scope of work.

Abstract:

To provide a system which best suits the organizational requirements and has
features of a user friendly, secure and efficient portal by Providing IVR/ CTI call
center application for effective and proper communication between Clients & CSR.

Scope of Work:

Multi Voice channels Inbound /Out Bound IVR/Call Center having 05 agents
(expandable to 90 seats) with outbound channels.
Purpose is to improve the efficiency and effectiveness of PRICE OYE robust
communication systems are the key of provision of timely process management, thus
enhancing the Customer Information & Satisfaction.

www.maaliksoft.com Page 5
 IT & TELECOM SERVICES PROPOSAL

In Bound Call Center

MCE will provide inbound call center setup and integration with Complaint
Management software (CMS) / CRM. Major functionalities include:

• CTI Pop Up based on Caller ID

• Multilingual IVR
• IVRs and Voice Mail.

Out Bound Call Center

MCE will provide outbound call center setup services. Major functionalities include:

• Call Recordings
• Call Logs
• Other Reports

IVR Management

• IVR Recordings of user required Statuses

• IVR application on In bound Calls
• Multilingual IVR
• Information Status integration update through pre-recorded IVR

Basic Features of the Software will include:

• Callers ID
• Callers Self service
• Callers start and end times
• Agent Monitoring screen for Supervisor
• Status of calls will be displayed on Hold, Disconnected etc.
• Call Receiver channel display like , waiting for calls , busy with customer etc
• Call waiting, call transfer ( Skill Base Routing) and call holding options
• Conference Calls
• Call Tracking
• Call Recordings
• Instant Messaging with Agents & Supervisor provision

www.maaliksoft.com Page 6
 IT & TELECOM SERVICES PROPOSAL

Reports from Software

• All reports will be available Periodically ( Daily, Weekly , Monthly , yearly

Day to day , time to time)
• Agent wise call attended report
• Agent performance report
• All calls attended report
• Call disconnected Report
• Call Remarks Report
• Call timing report
• Call duration Report

Record & Logs

• Inbound & outbound Call logs

• Call Status record
• Call Duration record
• Call recording play & download
• SIP Provider Status log
• detail Remarks feature against each call
• Search Filters on calls data
• Users login/logout detail & logs

Technical Features of proposed solution for your organization are:

• Secure Access to the system

• User right for various tasks
• Quick Navigation

www.maaliksoft.com Page 7
 IT & TELECOM SERVICES PROPOSAL

Service Levels

The definition of service levels is a matter of great debate across the industry. Again
argument rages about what measures to use, how many to use and how they are to
be set.

In moving from an initial direct calls system to a distributed call basis, it is probably
prudent in the first instance to define a couple of levels then play around until you
have them working properly. Then as time progresses you can become more elegant
both with the technological use of your switch and with the levels and measures you
are using to chart progress.

So what service levels do we define?

Normally for a start your overall performance needs to be looked at; therefore a
recommendation would be just three measures.

1. Average speed of answer

2. Abandonment rate
3. Service level

Maintenance & Support: (Optional)

MCE will provide maintenance & Support, under a separate Maintenance Agreement,
for a period of three years, commencing from the date of Launch.

Support will include:

• Debugging
• Changes in pre-developed contents
• Consultancy about disaster recovery and further development or modification
on reduced rates.

Implementation Support:

• Training of proposed staff members

Pre-requisites:

For successful implementation of the proposed system following is the list of pre-
requisites;

• A leading person from the client side having enough approach to provide all
required parameters and acknowledge the development processes
• Communication media for linkages with other offices (if required)
• Electricity back up Ups

www.maaliksoft.com Page 8
 IT & TELECOM SERVICES PROPOSAL

FINANCIAL PROPOSAL Setup

Call Centre Services at PRICE OYE Premises

S.No Complete Solution Details One time Cost

Acquiring # UAN/TOLL FREE/VOICE Short As per PTA &
code from PTA / OPERATORS Operators FEE +
1
Provision of SIP TRUNK Line at PRICE OYE Processing
Office Charges
IVR & Call Center Management Software
2- 250,000
Basic Features

ADVANCE 50 %

Running Cost Monthly

1- Help Line Rent & Interconnect with Operators As per Actual
2- Out Bound Call Charges + Taxes As per Actual

3- Maintenance & Support ( SLA) 10,000 / Month

4- Customization Hours Rs. 500 / Hour

Total Payable 1+2+ 3

NOTE:
Network, Hardware, Work Stations, Power & UPS is not part of this proposal

Minimum Hardware Requirements for PRICE OYE Call Center:

IVR Server 01 (1 for each site)

Agents Pcs
Supervisor Pcs
Plantronics USB Headphones
Network Switch 8 port
SIP Connection
Networking cables & Ducts
Server Specifications:
03 (for site 01 only)
01 (for site 01 only)
03 (for site 01 only)
01 (1 for site)
01 (2 for each site for active & backup link)
As per Site
Xeon E5-2600 2TB Hard-drive, RAM: 32 GB

UPS: 5 KVA

www.maaliksoft.com Page 9
 IT & TELECOM SERVICES PROPOSAL

PRICE OYE Short Code &

Branded SMS
Further to our discussion regarding SMS Communication service for PRICE OYE with
direct connectivity to Telco networks, please review our Short Code & Branded SMS
proposal for the same.

Maalik Creative Engineers Private limited:

Maalik Creative Engineers is a private limited company providing VAS solutions having
acquired CVAS license from PTA (Pakistan Telecommunication Authority). Maalik
Creative Engineers has deployed state of the art technology platforms and provides
one window solution for all types of mobility requirements.

Short Code Services:

MCE will provide short code services from its primary and secondary sites for the
PRICE OYE . MCE shall provision the short code from PTA and activate it all five (5)
GSM networks in Pakistan with direct connectivity to Telco SMSC backed by 24x7
Support.

• Short-code hosting & MT Services

• Live reporting of all SMS from participants at All 5 networks will be covered
(Jazz, Zong, Ufone, Telenor & Warid)
• Dedicated server for your company
• MCE will provide end-to-end managed services. Real time SMS delivery reports
• API Will be provided for System Generated SMS & Web Portal will be provided
to send Bulk SMS

Branded SMS Features

Message Broadcast Notifications

Send single or group SMS via web
Easy to use user interface
Reduce learning curve by using its
familiar
Email client type look and feel
Management Information Report
Complete MIS with downloadable
report in MS-Excel format
www.maaliksoft.com Page 10
Send bulk SMS broadcasts (up to 800-
1000 in a min) and view report real
time
Easy Functionality
Create, edit, send, forward, export and
delete
SMS messages
Multi-Language Support – Urdu
 IT & TELECOM SERVICES PROPOSAL

Send Unicode messages in Urdu and

Scheduled SMS
Send SMS on scheduled date and time
Address Book
Convenient online address book to
store
mobile numbers
Multiple Date Source Support
Upload mobile numbers via MS Excel,
CSV or XML file formats.
other languages (maximum 70
characters)
Speed text limit
Send messages to over 160 characters
Password Protected Web Access
Password protected Web access for
anywhere convenience
Branding “PRICE OYE ”
Use “Sender Branding” to display
sender of message as any alphanumeric
brand or number of choice (up to 11
Characters)

• Password secured login

• Customer Profiling
• Date and Time range selection
• Comprehensive Inbox/Outbox reports with download options
• Status of SMS delivery to handset

Branded SMS Broadcast Options

A- Our Collected Database:

Run your Marketing Campaigns on our selected data base of different

Categories & demographics across major cities of Pakistan. We will run your
campaign & will provide you Delivery Reports.

B- Send Messages to your Customer Base

Send Customized SMS to your Cliental for sharing Greetings, New Products
info, General Announcements & Important information.

C- Send Auto Messages to your Customer Base

Send System Generated SMS via Our API to your Cliental for thanking them on
purchasing Policies, Renewal Alerts & Payment Receipts with your Brand
Name.

D- Send Messages to your Employees

Send Customized SMS to your Employees for sharing Best Wishes on Special
Days, General Announcements & Important information.

www.maaliksoft.com Page 11
 IT & TELECOM SERVICES PROPOSAL

Maalik Creative Engineers will share Short code SMS API for
Integration to enable auto-response SMS

FINANCIAL PROPOSAL SMS Setup & Monthly Running Cost

No. Item Description Amount (PKR)

1- Activation of Shared Short code Setup Charges Free Of Cost

Monthly Charges Shared Short code Monthly
2- Maintenance & support 24/7 Server Charges 15,000 / Month
Hosting

Per SMS charge

3- Push MT SMS from Short Code (160 characters) 0.35 /-

4. Branded SMS Service (one Way) Per SMS charge 0.30 /-

(160 characters)

5. Branded SMS Account Activation One Time Free of Cost

Charges

• All pricing is quoted in PKR & without any kind of taxes

Thank you for taking the time to study this proposal. We look forward to receiving
your approval. Please feel free to contact me to provide clarifications or to answer
any questions that you may have regarding this proposal.

www.maaliksoft.com Page 12