Contact Center Solution

Moving beyond connectivity.
Empower your business with Cloud Based Contact Center Solution.
It is an all-round state of the art Cloud-based Omni Channel Contact Solution which boosts your customers’ experience by automating and standardizing the process of receiving and responding to customer requests across different communication channels such as voice, SMS, e-mail, websites, social media and Chatbot.

- It integrates call centers capabilities with customer data
- Activates screen popup that pulls customer data and efficiently presents it to agents for enhanced customer service.

- Restore missed customer service opportunities
- Monitor missed and dropped calls
- Automatically outreach to customers

- Conduct automated post-call survey or on email and SMS channels
- Analyze customer service quality and customer satisfaction in real time

- Its customize with CRM & third-party solution to send individualized and bulk messages to mobile
- This helps to connect with customers, increase awareness and boost your leads and sales.

- Enables control of multiple social media channels with single interface
- Improve customer satisfaction by responding effectively/efficiently via social media chats from the end user

- It is full-fledged ticketing system that helps agents to easily create a ticket and record important notes while on a call and escalate their case to the concerned team.

- Inbound voice and preview outbound
- IP Office unified communication user
- Spaces business
- APS private contact center as a service applications-voice agent
- 5,006 Birr/Month/Agent

- Voice agent plus multimedia agents
- Unified communication user
- Spaces business
- APS private contact center as a service application-multimedia agent
- 5,239 Birr/Month/Agent

- Voice agents plus multimedia agents and IP Office unified communication user
- Space business
- It has real-time dashboard and historical report
- APS private contact center as a service application-supervisor
- 6,672 Birr/Month/Agent

Features	Basic (Voice Agent Bundle) 5,006 ETB/Month/Agent	Advanced (Multi-Channel Bundle) 5,239ETB/Month/Agent	Advanced plus (Supervisor + Multi channel voice bundle) 6,672ETB/Month/Agent	Add on Module
Inbound voice	*	*	*
Preview outbound	*	*	*
DTMF IVR with DB DIP	*	*	*
Agent workspace	*	*	*
Real time dashboards			*
Last 5 interaction history	*	*	*
Voice recording	*	*	*
Email channels		*	*
Web chat		*	*
Historical report			*
Call billing	*	*	*
Screen popup	*	*	*
Call back module	*	*	*
Avaya Space	*	*	*
UC	*	*	*
Video widget				*
Customer survey module				*
WhatsApp connector				*
Knowledge base				*
Social media (FB, Twitter & Instagram)				*
Case management				*
SMS connector				*

Contact center as a service (CCaaS) revised price with VAT.

SN	Avaya CCaaS Packages Rate	Price including VAT
Product and Licenses
Subscription Licenses per Agent/Month
1	Voice Agent Bundle (Voice Channel Features)	6,927.23
2	Multi-channel Bundle (Voice, Email and Chat features)	7,360.18
3	Supervisor + multi-channel Agent Bundle	9,524.94
4	Voice Recording License Per Customer	1,992.54
5	Chatbot FAQ Based Chatbot for 2 channels (Monthly Fee)	215,268.04
6	Chatbot and Additional Channels Monthly Subscription	107,640.00
7	Chatbot Additional Language	32,292.00

SN	Avaya CCaaS Packages Rate	Price including VAT
1	Value Added Packs Per Agent/Month
2	Case Management ticketing system	2,078.65
3	Knowledge management	,,
4	CRM connector	,,
5	SMS connector	,,
6	Customer survey	,,
7	WhatsApp connector	,,
8	Social media connector	,,
9	Video Widget	,,

S.N	One Time Onboarding/Setup Fee
1	Voice Agent Only Customer	453,506.46
2	For Multi-Channel Agent Bundle	535,764.94
3	Each Add-On Module	247,859.04
4	Forex IVR one time onboarding fee per customer	366,918.45
5	SMS One time onboarding fee per customer	309,261.68
6	One Time Chatbot Setup Fee	2,118,438.92
7	One time setup charges for per additional channel for the Chatbot	710,842.60

Click here to read Business Rules

1. The CCaaS solution will be sold in a prepaid modality.
Minimum 12 months/ 1-year commitment for recurring license fees and one off set up/professional/hardware/software, etc. if any.
License will be suspended/terminated if customer did not pay the fees per the agreement
No limit to the number of minimum licenses sold to Enterprise customers, however, the sales shall recommend the customer for licenses 2 and above, like a minimum of one agent and one supervisor.
Once the customer has paid for the minimum payment, no refund will be made to the customer, for whatever reason, apart from contractual issues related to force majeure.
The Enterprise customer shall sign a minimum one-year contract for the Contact center solutions.

Voice Recording License per customer	1,222 Birr
Add-on Modules per agent per month rate card	1,257 Birr
One Time Onboarding Fee per Customer
Voice Agent Only Customer	275,437 Birr
Multimedia Agent Customer	325,803 Birr
Each Add on Module	150,512 Birr
Chatbot FAQ based Chatbot for 2 Channels	104, 767 Birr
Chatbot and additional channels monthly subscription	52,387 Birr
Chatbot additional language	15,716 Birr
One-time chatbot setup	1,031,008 Birr
One time setup charges for per additional channels for the chatbot	345,955 Birr