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ICT-inspired attitude (ICT = Information and Communication Technology)
for effective, efficient use of resources      to achieve optimum cost efficiency & ergonomy Improve work productivity of a Call Center operation by up to 33% Reduce per minute Call Cost by up to 75% Achieve overall Call Center call operation cost saving by up to 55%
Etitude is a managed service designed for use by Call Center anywhere worldwide in making outbound calls and receiving inbound calls by VoIP telephony complete with all the useful functions of a Predictive Dialer in outbound calling operation for automated dialing, call progress detection, call routing and connecting to a Telephone Service Agent (TSA) and sophisticated features for automated handling of inbound calls that automatically bring up the appropriate scripts for use by the TSA. The service can easily be adapted for use by/with any existing Call Center with a simple installation of VoIP gateway or IP Phones or Ecofone, a proprietary softphone of Ecocarrier.
New Call Center can take advantage of Etitude’s design service for best-of-breed solutions and best-of-class service to build the most effective and cost efficient Call Center operation. Etitude service includes the proven reliable, high-quality, best-value service of Ecocarrier (www.ecocarrier.com) for call termination to worldwide destinations.

Outstanding Business Benefits
Voice over IP – you take advantage of the low-cost call termination without compromising on service quality No equipment to maintain or setup – just use IP Phones or even Etitude softphones for the TSAs and browser for the supervisor  Does not require expensive ISDN lines or analog PSTN lines Easy-to-use Interface for all the TSAs’ needs	Remote TSAs  – allow you to use skilled remote or home-based people as TSAs Supervision of the Call Center from anywhere on the Internet in Real Time – all you need is a browser Easy to manage – you have all the tools you need and you can manage from anywhere on the Internet Operation costs only, no capital investment – pay a small one-time Set-Up Charge and a monthly fee per TSA for using the Etitude managed service for Call Centers
Service Features
Outbound  Dialing incorporating Predictive Dialer feature Inbound Dialing IVR-based Call Routing ACD-based Call Distribution DNIS and ANI-based Greeting and Presentation Call Blending – allows TSAs to move between Outbound and Inbound Call operation to optimize on the usage of time and to enhance productivity Skills-based Call Routing – routing calls to the TSA that has the best skills to handle the task at hand Side Conferencing – allows discussion/briefing between TSAs on the side Monitoring/Coaching/Barging – useful for ensuring a high standard of operation VoIP remote office/agent – this allows home-based skilled candidates to work as TSAs Real-Time Reporting – for effective tracking of work and performance	Real-Time Display – important for supervision purposes; the real-time displays include inbound queues, current status and statistics, dialer statistics, and list performance Scheduling Package – for setting appointments when dealing with various kinds of industries Security -  important for ensuring that clients’ information/data are secured and safe from hackers’ attacks; each employee has a unique login and password Play message to abandon – if a call is to be abandoned the system can play a recorded message or offer an IVR operation for providing information Outbound IVR - avoid abandoned calls by beginning with a recording or an IVR which allows the client to choose to be routed to a TSA Third Party Conference - when the third party answers the phone, the TSA may talk to them while the called party is still on hold, conference all parties together to continue the discussion or the TSA may drop out leaving the two parties
Applications Etitude service for Call Center Call is useful to virtually any business or institution that has an operation that requires making telephone calls by dialing an existing database of telephone numbers or receiving many telephone calls through the course of business in a day Easily identifiable target users include call centers working to outsourcing contract with companies and institutions real estate broker travel Agency stock broker school administration university and college administration political campaign airline customer service Installation An etitude-based call center consists of the following essential components: skilled Telephone Sales/Service Agents (TSAs) VoIP-enabled telephone communication facility – this can be made up of the following items: a VoIP gateway connected to the Internet by broadband service (ADSL or Cable) and having sufficient  communications ports, each for connection with a regular analog telephone for use by a TSA  or a sufficient number of IP Phones each for use by one TSA; the IP Phones are all connected to a LAN (Local Area Network) that is connected to the Internet by broadband service or a licensed copy of Ecofone, a softphone, that runs in the PC that is used by the TSA to display the script and other software tools for telemarketing or teleservicing purposes; all the PCs are to be connected to a LAN that is connected to the Internet by broadband service or in the case home-based TSA that does not have broadband service, a VoIP gateway that has a built-in 56 K modem for dial-up access to the Internet by dialing through a public telephone line to a local ISP (Internet Service Provider); such a VoIP gateway  has connection ports for a public telephone line, a regular analog phone and a PC A PC running Internet Explorer for each TSA for use to log in to etitude server so as to use the functional features of etitude and software tools to efficiently deal with the called party - including having access to the CRM (Customer Relation Management ) files and reading off a script relative to the target assignment that is displayed on the screen of the PC and in entering notes about the interaction with the called party and/or completing a sale etc. An administrator station which is a PC running Internet Explorer and a   database and is connected to the same Local Area Network above-mentioned in (b). Operation Basic operation of an etitude-based call center consists of a few simple steps: For outbound call center operation, the administrator does the following loads the database of the telephone numbers to call runs Internet Explorer and logs in to www.etitude.com with the assigned user name and password configure the various features to run in etitude by setting various parameters in the intuitive user interface  - including setting up the job assignment for each of the TSAs For inbound call center operation, the administrator does the following runs Internet Explorer and logs in to www.etitude.com with the assigned user name and password configure the various features to run in etitude by setting various parameters in the intuitive user interface - including setting up the job assignment for each of the TSAs load a pre-designed and configured voice tree for handling an inbound call with automated attendant function and audiotex function for efficient call handling and information dispatch before a live agent (TSA) is required to speak with the calling party. Optional sophisticated enhanced operation features are available with etitude service for outbound and inbound call center operation. These would include CTI-based (CTI = Computer telephony Integration) operation features that are specially designed to meet the call center clients’ requirement.  Such integration can even be for on-line and automatic interoperation with the client’s existing accounting system and/or operation management system Ecocarrier’s technical service department can study the requirement of the application of the client and design and develop a CTI-based solution that  meets the client’s needs.

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