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  Overview of Application Expertise  
 
HRMS
 		ERP Active Directory
Back End Systems
Employee Details &
Costs
 Enterprise Resource &
Financial Planner
 Role, Policy
& Access Mgmt		 Other Backend systems
Facilities Mgmt
Enterprise Application Integration (EAI)
Performance Analyzer
 		MIS Information Portal
 Business Analytics
Integrated view of
Quality & Real time Voice
 Scheduled Reports
Real time Dashboards		 Internal
External
 Business
Intelligence
Trend Analysis
Business Intelligence
Workforce Management
Quality Monitoring
 CRM
 Business Apps
Forecasting & Scheduling
Performance Mgmt
Real time Adherence
 Quality Scores
Voice & Screen Logging
 Customer Segmentation
Value of Customer
Cost of Service Delivery
 Telecom business systems & SRM systems
Quality & Performance Mgmt Customer Relationship Mgmt
Middleware Layer – CTI, Blending
IVR & Voice Portal ACD & Call Mgmt
System (CMS)
 Predictive
Dialer		 Web Response
system		 Document/ Workflow
Platform
Automated Transaction
Processing Engine		 Real time & Historical
MIS for Voice apps
 Real time & Historical
MIS for Outbound 		Chat, Email, Web
Collaboration		 Document Management
Imaging & OCR
Workflow
Customer Interaction Management (CIM)
 
     
  - Technology Overview  
  - Overview of Application Expertise  
  - ‘EEE’ Information Security System Management  
  - Business Continuity & Redundancy Plan  
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