The right solution of your contact center derives from implementer who has not only insightful experiences but also passions and visions.

Terrabit is a group of experts who has direct experiences in contact center system as well as web-based software development for more than a decade, who challenge those conservative vendors in the market with innovative technologies that are customized to right solution. We provide full range of contact center solutions that cover all kind of business, no matter a scale of large, medium or small organization you are. We help our customer maintain and continuously improve superior end-to-end service for their customer, and provide enterprise-class contact center solutions for insurance, airline, retails, financial services, and helpdesk.

About us

1.1 Our BeliefPractically PositiveMore than a decade we are in contact center industry where trends and technologies are challenging and fast pacing. We have been coped with many problems occurred naturally in contact center environment, and realized that they are neither problems nor obstacles. They are just a step-by-step procedure to accomplish a professional contact center.

“Success is not final, failure is not fatal : it is the courage to continue that counts.”

– Winston Churchill

Grow TogetherTerrabit believe in performing and growing as a team to achieve our vision. We help others and take help from others to ensure common success is a way of life. Being a well-synchronized team, we place trust in the capabilities in our peers and strive to earn their trust as well.

“Individual commitment to a group effort – that is what makes a team work, a company work, a society work, a civilization work.”

- Vince Lombardi – Head coach of American Football

Be Customised & InnovativeIt is a concept we strictly apply to all solutions to our particular customer. We are committed to provide an innovative and customised solution so as to derive a better way of managing and processing customer interactions for our clients. We dare to think beyond those conventional offerings and feel more than pleased to carve a niche for ourselves.

“It is always safe to assume, not that the old way is wrong, but that there may be a better way.”

- Henry F. Harrow – American Psychologist

Be SincereSincerity is our culture. It is a basic rule of a great living and success working. We found that it is much easier to live on and manage everything with a simple, crystal-clear mind that is set with righteous objectives. Most of complicated problems on earth always derive from hidden objectives and illusive actions, which create more complexity and severity of problem. So we adhere to the belief that being sincere to everything, and then we simply reach a goal with fewer problems, less headaches, and earn more in virtue.

“To give real service you must add something which cannot be bought or measured with money, and that is sincerity andintegrity.”

- Douglas Adams – English Writer

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Solution Alternatives2.1 Turnkey Implementation Are you tirelessly keeping up with the daily work of running the business and maintaining performance levels? If yes, how do you spare your time for exploring in-depth options to improve operations and keep up with ever changing technology?

Are you considering an investment on contact center implementation, and questioning on criteria of vendor and solution selection?

Either you are new or experienced user, Terrabit is available to help you project manage and fully implement a contact center on a turnkey basis, which includes…

Cost AdvantageSound business practice is not just about having the latest and greatest technology, but implies having practical technology tools that provide a cost effective, sustainable method to reach your business objectives. We leverage practical experience and best practice solutions to keep your strategic goals at the forefront and to ensure that it is worth your investment.

Proper Design & ImplementationThe right solution should increase customer satisfaction and improve the bottom line. However, if the selected technology and application are not right solution, not implemented correctly, or properly integrated with legacy applications, your contact center is failed at the start.

Let Terrabit help you avoid the common pitfalls and costly mistakes surrounding technology and implementation. With our insightful consultant, both business and technical, we are there to implement and help you use those components in cost effective and practical ways.

Enhancement ApplicationsAny world-class contact center system needs customization. We believe it has something different in every contact center even in the same business. The requirements on system facility component are based on the particular culture, nature, and characteristic of the organization. With our practical experiences throughout a decade in contact center business, we realize that it is our responsibility to develop a ready-to-use add-on application that is intelligent and fulfills customer’s requirements on system functionality with less or zero additional charge and none of extended timeline. This distinguishes Terrabit from other ASPECT local partners and those CRM software developers in the market.

• Site preparation and modification as required

• Infrastructure deployment

• Customized furniture and telecom connectivity

• Implementation of a world-class contact center that improves efficiencies with minimum cost and effort

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2.2 Facility Rental This solution is suitable for a company that prefers to concentrate on the core business, have owned practical agents who are ready to work, and requires experts to help manage everything on the rest of contact center components.

Terrabit is available to turn your wish comes true, if you are looking for a ready-to-move in contact center operation site with following ideal qualifications;

Perfect Site Location•Very accessible and conveniently reached through public transport [Very important factors to

consider especially for recruitment and hiring]

•Serviced Apartments and Condominiums are nearby and range from cheapest to moderate rental fee. [Majority of agents / staffs are not city-born, as a matter of fact.]

•Foods & Beverages are around the corner, range from street foods to 5-stars restaurants

•General vicinity and immediate streets don’t flood

•Police and fire station is 400 and 900 meters away, respectively

Perfect Environment & Equipment•Relaxing whereas Refreshing atmosphere [Agent’s job is quite

tough; high pressured, high performance, and high productivity. The good atmosphere is another basic tool for management to recruit as well as to motivate agent, which results in staff turnover reduction.]

•High performance, Practical, Always-New and Perfect condition equipment; Headset, Computer, Hard Phone, and Office Facilities [This factor helps increase performance and productivity.]

•Agent Work Station is designed with noise control and modulation, as well as workplace ergonomics in mind

•Extended side partitions to add as an additional physical barrier to impede noise transmission

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World-Class Contact Center Systemby “ASPECT Unified IP”

•Features inbound and outbound calls•Mixed call handling• Interactive Voice Response [IVR] •Computer Telephony Integration [CTI]•Automatic Call Distributor [ACD] with

Intelligent Routing Rules•Outbound Call Management [Auto, Predictive,

Precision, and Preview Dialing]

Intelligent & Customized Front-end Application for End User by “MAXAR”

•Web-based Application with ‘Very’ Friendly User Interface

•Features inbound & outbound transaction

•Support multi-channels activity; Phone Call, Email, SMS, Fax, Walk-in, Social Media

•Seamless integration with ASPECT solution

•Single Assessment to Voice File on basis of Customer Profile, Agent, Timeline, Sales Result, Call Result, and Call Type

•User Authentication, Security Level Management

•Knowledge Base Management

•Message Broadcast Tool

•Workflow Management; Automated Case Escalation

•Customer Management Module

•Case Management Module with enabled SLA configuration

•Full-loop of Sales Management Module specialized in . . .

•Life Insurance

•Non-life Insurance

•Motor Insurance

•Credit Card / Personal Loan

•Retail Business with Registration Process

•Sale Approval Module - Seamless workflow between agents and back-office

•Dynamic Templates for New Product Set-up

•Campaign & Lead Management Tool for Manual mode

•Query & Filtering

•Variety of Assignment Rules on Manual mode [Average, Custom, Pooling with detailed features]

•Multi-products selling support

•Standard Statistic Reports & Customized Analytical Reports

Powered by Maxelyz

•Call Recording System and Quality Manager •Voicemail Box•Email, FAX, and SMS Gateway Integration•Web Chat & Social Media [Facebook, Twitter,

Pantip] Active Tools•Real-time Quality Assurance•Real-time Monitoring

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Professional Technical On-site Support• Dedicated ASPECT Certified Engineers support• Dedicated Maxar Software Engineers support• Service Hour start from 08.30 a.m. to 10.00 p.m.• Voice File and Data back-up

Other Facilities• Multi-tenant or Isolated servers for data security [Upon your

preference]• CCTV in every critical areas• Dedicated Access Control• Industrial-Grade Back-up Servers• Onsite Spare Part• Dedicated high speed internet with back-up and dual WAN

configuration for optimum browsing speed and crystal clear voice quality

• Power Back-up System [UPS – 30-45 minutes last]• Conference / Meeting Room • Training Room• Relax Lounge / Café Bar• Public Internet Bar

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2.3 Outsourcing

Terrabit provides the highest quality service in the contact center outsourcing industry. We work closely with our clients to develop custom contact center solutions designed to meet their unique contact center needs. Applying our experiences, superior technology, sophisticated analytical techniques and professional team, we work with you to ensure the highest possible return on your investment.

We gain the trust of some of Thailand’s most respected and successful company due to our long term, quality-driven approach to business. We strive to build long-term relationships that extend beyond the typical vendor/client transactions. Our primary focus is to successfully promote and serve each client’s products or services as if they were our own.

Outsourcing Service Features

•Dedicated team including a Client Services Manager, Project Manager and Senior Supervisor

•Real-time Reporting •Anytime monitoring, Supervised or Blind •Full access to all staff and data upon request•State-of-the-art equipment, technology and software [ASPECT

Unified IP] •Sophisticated technical programming, Contact Management

Software, CRM [Maxar]

What make you feel hesitate to go for outsourcing solution?

Outsourcing saves money ? Outsourcing becomes the best solution as it saves the company money without compromising the quality of the work. The average annual call center outsourcing contract represents only a small percentage of the start-up and expansion costs associated with a state-of-the-art call center. In-house call centers remain more expensive over the long term with constant upgrades of IT systems and a continual churn of call center staff.

Outsourcing helps make deadlines ? Aggressive deadlines often make outsourcing the best available option. Consider the tasks you intend to outsource and determine the amount of time it would take for these tasks to be completed in-house. Now consider the amount of time it would take to have these tasks completed through outsourcing. If the answer is outsourcing would be quicker, it is logical to go ahead and outsource these tasks.

Outsourcing increases productivity? Contact center outsourcing frees up valuable time for you and your key employees, making your business more efficient and profitable. You can focus on your core competencies. Call center outsourcing provides increased business hours, flexible call-handling capacity, no long hold time and few dropped calls, state-of-the-art automation, and superior operational efficiency, including disaster recovery capabilities.

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Outbound Outsourcing Services• B2C and B2B Customer Acquisition• Lead Generation• Appointment Setting• Tele Surveys• Customer Loyalty Programs• Information gathering• Direct sales• Welcome Call• Sales lead follow-up• Service Satisfaction Follow-ups• Warm Calling/Existing Clients/Referrals• Cold Calling Campaigns• Product/Service Promotion• Market Research & Survey• Mortgage Lead Generation• Direct Mail Follow-up • Product Promotion

We offer an entire range of BPO services.Terrabit is available to provide you outsourcing services for customer acquisition, customer retention and customer care. We not only save you money, but eliminate management headaches, leaving you and your staff free to concentrate on the core aspects of running your business and increase revenues.

Inbound Outsourcing Services• Information Providing• Order taking and processing• Help Desk• IVR (Interactive Voice Response)• VRU (Voice Recognition)• Hot transfer• Product inquires• Customer service and care• Pre/post sales service• Level 1 and 2 Tech Support

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Products3.1 ASPECT Unified IP

Inbound ACDWith a proven history of automatic call distributor (ACD) leadership, our best-of-breed inbound capabilities intelligently route callers to available agents. Internet ContactProvide an experience for Web-based communications similar to that of traditional call center software platforms.

Outbound DialerHailed as the creator of the predictive dialer, Aspect Unified IP delivers automated, predictive, precise, progressive, manual, and blaster dialing options.

Campaign OptimizationOptimize campaign strategies for outbound call center software programs to deliver high-yield results. Voice PortalNext-generation voice self-service (IVR) capabilities enable you to automate some or all of your call center interactions.

Unified Communications and CollaborationLeverage seamless integrations with Microsoft Lync and SharePoint 2010 to easily search and engage experts across the enterprise.

Putting the contact center at the center of the customer experienceAspect Unified IP is a complete, software-based, unified platform that helps enterprise contact centers deliver remarkable customer experiences across every conversation and every channel – through a single, elegant software platform.

The solution brings all contact options together, in one place, on one platform, so informed and empowered agents can keep talking, typing and conversing. At the same time, it minimizes customer effort, providing a differentiated multichannel, multichoice customer experience across voice, email, web chat, IM and SMS.

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3.2 Aspect Workforce Management

Aspect Workforce Management Software delivers seamless enterprise engagement through advanced forecasting, scheduling, tracking, adherence monitoring, and seat planning capabilities. In addition, the Aspect workforce management system allows agents to manage their own schedules within a set of pre-defined rules that ensure customer commitments are maintained. Enabled with unified communications (UC), Aspect Workforce Management improves employee productivity by uniting with Aspect’s interaction management platform to route tasks to available agents using workflow capabilities.

• Reduce the number of employees required to service customers by 10% to 40% through improved forecasting and optimized schedules

• Improve employee productivity by 20% through better schedule adherence

• Reduce time spent managing schedules through employee schedule self-service

• Increase seat utilization and decrease real estate costs through better seat management

• Improve analyst productivity through UC enablement

SchedulingImprove scheduling control and flexibility, create an easy-to-use self-service environment for premise and virtual agents and validate existing schedules with automated features. Supervisors have more time to focus on agent productivity.

ManagementEnhance managerial support through new Dynamic Analysis modules that quickly reveal more focused insights into agent productivity and intraday staffing shrinkage. The modules reduce reliance on external reporting and allow the user to answer business questions without leaving the workforce management interface.

UsabilityStreamline managerial tasks, combining activities such as calculating statistics and allocating requirements while generating intraday performance forecasts, or editing existing overrides and importing from any forecast or scheduling runs. Save time accomplishing common tasks.

DeploymentProvide a modernized installation framework that easily implements required third party components and enhanced support for unattended installation of software to client workstations.

Aspect Workforce Management Software allows you to:

Aspect Workforce Management 7.5 enhances the experience of agents and administrators in four key areas. For examples;

IN

TERACTION MANAGEMENT

WORKFORCE OPTIMIZATIO

N

ASP

ECT

PR

OFESSIO

NAL SERVICES

ASPECT

TECHNICAL

SERVICESASPECT EDUCATIONAL

SERVICES

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MAXAR SOCIAL Let’s turns social monologues into productive dialogues that grow customer value in the contact center. Maxar Social generates a view for every social engagement and display a complete, threaded conversation. It is custom built for the contact center, goes beyond social monitoring and ad-hoc response and provides a way to respond to the social consumer consistent with contact center best practices.

MAXAR CRMA contact-center-based CRM application carrying plenty of features & functions, tailored to both inbound and outbound customer retention, marketing campaign management, available for all contact channels, i.e. phone call, email, sms, fax, web chat, and social media. It definitely helps increase productivity and ensure customer satisfaction.

MAXAR QADelivers full-time, encrypted voice recording, data and quality management scorecards. It is a tool for management to improve employee performance and reduce risk through quality management scorecards.

There are 3 products in family line of MAXAR;

3.3 MAXAR CRM for Contact Center

Contact-Center CRM software is being fast recognized as a necessary requisite for business success. It gives customer service representatives a unified view of customers across all existing systems and empower them to shorten response times and resolve issues on the first contact. Also, it helps identify high-impact offers at the moment of customer interaction.

Terrabit is proudly present “MAXAR”, a Thai-born Software that has been proved its performance and capabilities to many organizations in governmental section as well as international companies in Thailand. It is designed and developed by a group of experts of web-based technology and contact center system, who have been accumulating their direct experiences with end-users, IT team, and customer management to apply as researches for their products.

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Terrabit Network Company Limited128/330 Payathai Plaza, 30th and 37th Fl.Toong Payathai, Payathai Bangkok 10410+66 2 612 1213www.terrabit.co.th

Valuing your business, we are inspired to

“customise to right solution.”

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