Award Winning

Call Center
Solutions

August 2018

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 Tikal Networks Overview
Ø Headquartered in Israel with sales representation in APAC,
Europe, Canada and LATAM
Ø Established in 2004 as a VoIP solution company
Ø Flexible options for on premise or Cloud-based (SaaS)
deployments
Ø Gained vast experience in designing, developing and
marketing VoIP business communication systems: phone
systems (PBX) and advanced, cost-effective call center
solutions
Ø For most our customers, Tikal is a one-stop-shop to satisfy
an organization's entire business telephony communication
needs
Ø Ideal for SMB, midmarket and enterprises
Tikal Call Center
The concept

Ø Full Suit Call Center Solution including an efficient

real-time monitoring, reporting and controls
Ø Documented and sophisticated APIs for easy
integration with major ERP, CRM and BI systems
Ø Easy installation, implementation and intuitive
operation
Ø Multiple sites system, unified management and “work-
from-home” capabilities
Ø High availability - Disaster Recovery capabilities
Ø Recognized as the “best product per value” with
competitive pricing along with advanced and
sophisticated capabilities
 Tikal Call Center
Existing product

Ø  Integral multilevel, Interactive and Dynamic Voice

Response (IVR) system:
§  Modern IVR solutions may also generate
intelligent responses created with the use of voice
recognition.
§  Auto (self service) IVR solutions enable users to
retrieve information such as bank balances, flight
schedules, as well as perform actions like
payments, ordering a specific product and more.
Ø  Full incoming, outgoing and blended customer
interactions
Ø  Automatic Call Distribution
Ø  Monitoring – and control - tools:
§  Real time data (Management dashboards with
real-time displays
§  Real time Reports and Alerts on demand
§  Whispering and listening
Ø  Continue……..
 Tikal Call Center (II)
Existing product

Ø Music\Announcements messages on hold

Ø Automated Call back options
Ø CTI - advance Agent Desktop including
softphones with real-time contact
information and CRM application data
Ø Built-in call recording
Ø Automatic and power dialers
Ø Work from home- without special
requirements
Tikal Call Center

CTI: Agent Desk Top

Web CTI
Tikal Call Center

Customizable Real Time Screen

Tikal Call Center

Customizable Real Time Screen – in Editing Mode

Queues Screen
 Key Advantages
Why our customers choose us Flexible Functionality
We can configure the system to almost any
operational environment and requirement in
minimal time

Cost-Efficient All-In-One
Advanced call center systems at attractive Satisfying the entire organization needs via an
prices that enable significant savings integrated, comprehensive, one-stop-shop
system

Intuitive Proven Customer Base

Simple and user friendly operations that Prominent customers – insurance, health care,
facilitate deployments and productive usage in financial services, travel, NASDAQ companies
no time

Reliability
Consistent product updates and 24/7 customer
service ensure high-availability of mission critical
systems
Summery: below is the Tikal PBX System’s features list:
Call Details Records - calls are logged including source number, destination number, call duration, date, time and more
Call Forward on Busy - calls are automatically forwarded to another extension or phone if the phone is busy
Call Forward on No Answer - calls are automatically forwarded to another extension or phone if not answered after a defined number of
rings
Call Parking - calls to be ‘parked’ on a special extension and then picked up by a third party by dialing in to that extension
Call Recording - calls can be recorded for later playback
Call Retrieval - calls can be sent by page to the correct person who then can pick up the call
Call Routing - calls can be directed to the correct extension based on a Direct In Dial (DID) number
Call Transfer - calls can be transferred to another extension
Call Waiting - calls be switched between two simultaneous calls
Caller ID - calls can include a display the callers phone number on the phones screen
Caller ID Blocking - calls can be blocked based on the callers phone number
Caller ID on Call Waiting - calls can include the phone number of a second caller while talking to the first caller
Conference Bridging - a conference call between multiple parties at multiple locations using different phones, such as a conference call a
local extension, remote fixed line, mobile and VoIP connection all in one conference can be created
Database Integration - access to a database can be created so that during a call information, such as a customers outstanding balance or
Asterisk can whisper the callers balance or name in your ear just before putting the caller through
Do Not Disturb - incoming calls are can automatically be routed to voicemail, reception or alternate extension
Interactive Voice Response (IVR) - advanced system for call handling allows callers to navigate a menu system by dialing a number offered
from a range of options and includes payment options for entering credit card details
Music on Hold - allows music to played while on hold from selection of music tracks that are shipped with the system
Music on Transfer - plays music when transferring calls between extensions
Remote Call Pickup - call can be picked up at a remote location
Termination (calling minutes) - includes the ability to call any global destinations at attractive prices
Global DIDs - includes the ability to use and add access numbers worldwide
Monitoring service - includes 24/7 NOC services
 Summery: The Tikal Call Center provides the following main turnkey
capabilities:
Real-time monitoring, control and reporting
Tikal call Center includes a comprehensive set of tools for managers to monitor and control in real-time all call center activities. For instance, managers can
monitor and adjust call routing processes and queue management parameters in real-time in response to current call volumes. In addition, managers can
listen to actual calls and provide advice directions by voice or text to agents through whispering and internal chat features. The Tikal call Center also
includes a full library of predefined reports as well as a reporting engine that can create customized reports based on any system parameter in real-
time during the ongoing activity.
Computer Telephony Integration (CTI)
A complete CTI including an Agent-Desktop that enhanced agent productivity is included with the Tikal Center. This CTI creates a unified working
environment by providing all relevant tools and contact information such as relevant, real-time CRM data and a softphone.
Built-in call recording
With the Tikal call Center, all conversations can be automatically recorded, labelled and tagged. All recorded calls are stored and are available in a
searchable database for both customer support and compliance purposes. The search and playback features are straightforward and available to both
managers and agents.
Automatic and power dialers
The automatic and power dialers included in the Tikal Call Center improve both agent and overall call center productivity. These full-featured dialers enable
managers to initiate, track, schedule and report on outbound calls. The dialers include important predictive dialing features, scripting workflows, voice
detection capabilities and a redial engine. Managers also have control over routing selected numbers to specific agents.
Multi-level Interactive Voice Response (IVR)
Included in the Tikal call Center solution is a multi-level IVR programming system that enables customer self-service and caller information gathering
options to be configured. The IVR programming can be changed at any time for routing and prioritization optimization.
Real-Time Dashboards
The Tikal call Center contains valuable dashboards to provide managers with real-time monitoring. These dashboards can be configured to monitor any call
center activities relating to time utilizations and necessary KPI.
APIs for integration with major ERP, CRM or BI systems
The Tikal call Center is an open solution that includes a full set of APIs for seamless integration with popular CRM, ERP and BI packages.
New Enhanced Speech Analytics
Innovative speech analytics capabilities have recently been integrated into the Tikal call Center solution. This speech analytics technology is language-
independent, fully automated and operates in real-time. These new capabilities track emotions during a conversation and expand the usage of the Tikal call
Center with improved service monitoring, campaign management and employee evaluation.
 Case Study - IBI Investments
One of the biggest fears of a company is a complete
operations
shut-down during a disaster.
In 2012, IBI Investments, the largest brokerage house in Israel,
experienced an unexpected event of this kind, when a fire
broke out in their Tel-Aviv head office. Fortunately all the
workers were able to exit safely.
Using Tikal’s call center, Disaster Recovery System and
remote agent capabilities - all services continued to work
seamlessly.

Ø Disaster Recovery System

Tikal provides virtual and physical disaster
recovery solutions to ensure business continuity – even
when a disaster occurs

Ø Remote Agent
Agent can log in and use any phone as their workspace.
Whether it is an agent’s mobile and even a public phone. All
Case Study - Arkia
Airlines
Domestic and international airline

Ø  150 agents with 250 concurrent calls

Ø  Delivered a unified call center solution covering
multiple sites that replaced previously separated
systems
§  Upgraded call center capabilities
§  Full integration with CRM and BI systems
§  Smart IVR real-time monitoring and reporting
§  Remote agents in peak time, including the ability
to connect the remote agents on a “regular” phone
or on a mobile device
§  “Call back” capabilities
§  SMS messages are sent to customers as required
Ø  Benefits – improves operational efficiency and provides
more tools to better serve customers
Case Study - Groupon

Ø 50 agents with 50 concurrent calls along with

an addition 60 administrative extensions
Ø When the needed to buy a call center they ha
two on the best and final
Ø Selection criteria
§  Robustness
§  Friendly, easy to operate and attractive GUI
§  Great service
§  Rich set of APIs
§  Tikal’s flexible paying agents (pay per use) – This
flexibility was very important especially for them,
considering the fact they need from time to time to
grow their team due to their marketing campaign,
and then shrink it again
Case Study - Tikal’s implementation for a pizza chain of
stores

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Tikal’s implementation for a pizza chain of
stores (II)

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 THANK
YOU!
For more information
please contact
info@tikalnetworks.com

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