DEB TECHNOLOGY SOLUTIONS PROFILE

Information technology in India is an industry consisting of two major components: IT Services and business process outsourcing (BPO). The sector has increased its contribution to India's GDP from 1.2% in 1998 to 7.5% in 2012.According to NASSCOM, the sector aggregated revenues of US$100 billion in 2012, where export and domestic revenue stood at US$69.1 billion and US$31.7 billion respectively, growing by over 9%.

Information technology is playing an important role in India today & has transformed India's image from a slow moving bureaucratic economy to a land of innovative entrepreneurs.

The IT sector in India is generating 2.5 million direct employment.India is now one of the biggest IT capitals of the modern world and all the major players in the world IT sector are present in the country.

The major cities that account for about nearly 90% of the sector's exports are Bangalore, Chennai, Kolkata, Hyderabad, Trivandrum, Delhi, Mumbai and Pune. Bangalore is considered to be the Silicon Valley of India because it is the leading IT exporter.

Mukti Solutions is a leading IT/ITES service provider globally.Founded By Mr Deb kumar Roy in the year 2008.Now Mukti Solutions renamed Deb Technology Solutions.In near future we will expand our business across the planet.Our services are webdesign/development,webhosting,online/offline data processing & consulting.Our development & processing center now located in Kolkata,India.Our business approach is based on establishing long-term partnerships that encourage success through mutual benefit and team work.We have a keen understanding of IT Services,Business Processes, Technologies and Consulting that are required to successfully solve business challenges. We offer clients a single source for the comprehensive range of services required to expand business processes, increase their profitability and help them sustain real competitive advantage.Our Motto is "Making Our Planet Smarter".

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Deb Technology Solutions (DTS) is a leading provider of online technical support services to consumers and small businesses across a wide range of computing and communications devices and software.Deb Technology Solutions (DTS) Kolkata,India-based virtual international BPO/KPO/LPO which provides IP Based Telecom Solutions (VOIP/DID),Virtual Remote IT Support & Digital Marketing to clients across the globe,besides developing websites.We will come up with state of art infrastructure based delivery center soon. Leveraging its proprietary Digital Service Cloud software technology platform, DTS delivers support services to millions of customers globally and its services are available on a 24/7 basis, 365 days a year. DTS recently launched on-ground support services as well, which are currently available across continental USA. With a growing global footprint,DTS services are available in the United States, the United Kingdom, Canada, Australia, and UAE the GCC.

High Levels of Customer Satisfaction

Deb Technology Solutions (DTS) offers incident based services for tech support and long-term unlimited subscription plans from one to three years. Customers can choose from various channels to contact DTS including web-based support, real-time phone, chat, and e-mail or on-ground technicians. It offers a comprehensive suite of service offerings, including diagnosis and repair, installation and maintenance services for multiple devices, software applications and other products, including PCs, digital cameras, MP3 players, printers, etc. DTS also provides support for a range of Apple devices. The customer satisfaction scores of DTS are amongst the highest in the technical support industry.

One-stop-shop

The wide range of service offerings by DTS is brand-agnostic, which makes it a “one stop shop” for many customers’ technology support needs. Customers can rely on DTS to address many of their technical support needs and avoid the complexities of working with multiple support providers associated with each individual device or software application they purchase.

Unmatched Platform-as-a-Service

Deb Technology Solutions (DTS) proprietary technology platform, called Digital Service Cloud gets smarter with every customer interaction. It documents every problem, solution, and relevant hardware and software specs while capturing each customer’s demographic information, and creates a behavioral profile. All this information is available at the fingertips of  DTS Tech Experts, combining a powerful knowledge base with a comprehensive set of tools and technology expertise that can be accessed on demand to deliver quality tech support any time of the day and any time of the year.

Customer Service

For any business, transforming a user into a customer is important whereas transforming a customer into a stakeholder is more important for profitability. Keeping these principles in mind, we provide professional, polite and affable customer service to any business across the globe. Our well-trained and professional customer care representatives attend to customer queries with utmost efficiency and promptness, thereby ensuring customer delight. We make use of a powerful call scripting system that allows us to handle customer queries effectively and efficiently. We do focus on resolving customer queries in turnaround time.

Technical Support

We offer supreme Technical Support services that resolve user's technical queries related to your products. With tech experts, we gain the customers trust, resolve their queries and keep them longer to make your business profitable.  It also increases the company's revenue through cross selling and up selling of products or services. Technical support is given through below ways: Email, Chat, and Phone.

Inbound Sales

Inbound Sales involves marketing focused on becoming found by desired customers. So Inbound sales representatives, product knowledge and sales strategy are important in an inbound selling process. We have a team of experienced inbound sales executives, who can be well trained for your products and we follow a strong sales strategy, which can be customized for your products and services.

Team DTS

DTS is a leading call center, which provides all forms of call center outsourcing services. Among other services, it includes outbound call center services and inbounds call center services. Our processes help you better utilization of time, money and resources. After all, we have extensive experience in providing various services to grow innovators. What drives us is our global culture of absolute quality in every project we do, along with integrity and accountability at all times. No wonder, with our services and solutions, our clients get to out perform the global competition.DTS customized solutions as per business requirements can be implemented quickly, immediately providing your customers with superior care at affordable cost. At DTS outbound call center services have specialization in, Lead generation services, Surveys, Debt Collection, Telemarketing Services, Insurance and Voice Broadcast Industries etc. Our Inbound call center Services offer appointment Scheduling, Order taking services, Call Center Customer Responses, Customer Service, Help Desk & Answering service, Virtual Assistance and many more. Business will be able to save a lot of money and resources by outsourcing work to DTS. This helps organization in achieving economies of scale. Business can focus on their core areas while leaving the back office process to DTS.

Privacy/Confidentiality

We take adequate steps to maintain our clients' data safely. We have designed our IT infrastructure in a highly secured manner and any confidential data will be under surveillance all the time. All data will be stored in encrypted format and behind firewalls. We ensure real time data back up to manage any unforeseen circumstances.

Advantage India

The Indian Business Process Outsourcing Industry has gone through a 

huge transformation in

the recent past, gaining experience, maturity and growing constantly 

to compete with the global

competitors.

Knowing, understanding and meeting the demands of this scenario have 

always been a big

challenge. At Deb Technology Solutions (DTS), we understand the 

enormity of this change and

deliver the work accordingly.

Why Deb Technology Solutions (DTS)?

Leading business firms hire us for our BPO services to get a better 

position in the market place.

We help you to save costs quickly and easily, while offering you with 

world-class processes,

technology and practices that take your organization ahead of your 

competitors.

BPO Benefits

Operational productivity

Lower costs

Strategic value

Transformation

Improved business intelligence

Customer satisfaction

And, most importantly, we deliver what you exactly need or expect from 

us-and we’ve got

testimonials and case studies to prove it.

According to our clients, they choose Deb Technology Solutions (DTS) 

for the top four reasons-

lower costs, operational productivity, improved business intelligence 

and excellent customer

service.

Why India?

Great Infrastructure

Skilled workforce

Expertise in new technologies

Process Quality focus

Excellent incentives

Cost effective solutions

People Preference

Qualifications

Capabilities

Quality of work

Linguistic capabilities

Work ethics

PROCESS-VOICE & NON-VOICE

It's call centre / technical support work that requires some interaction with callers by voice - somewhere between "voice" (which is entirely caller interaction) and "non-voice" (where you don't talk to callers).

OUTBOUND VOICE PROCESS

An outbound call is one initiated from a call center agent to a customer on behalf of the call center or a client. Typical outbound calls include include telemarketing, sales or fund-raising calls, as well as calls for contact list updating, surveys or verification services.A call center may handle either outbound or inbound process exclusively or might deal with a combination of the two.

INBOUND VOICE PROCESS

An inbound call is one that a customer initiates to a call center or contact center. A help desk handles inbound calls as well, although calls may be made from employees rather than customers. A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two.

Inbound call center agent performance is measured according to several metrics, including first call resolution (FCR), average handle time (AHT) and time in queue. Inbound call centers sometimes stipulate service goals the center will work toward in a service-level agreement (SLA).

Today's call center agents often communicate with customers through email and chat as well as telephone calls.These type of process called multi tasking or blended process

SOFTWARE SUPPORT

DTS experts help you resolve all glitches, whether it’s an error that keeps popping up or problems in updating programs. The technicians also customize the settings as per your requirements.DTS offers tech support for 500+ applications including operating systems, security programs, browsers, etc.

Browsers

Unable to browse the Internet because Google Chrome is giving you trouble? Just connect with us for expert help.

Communication

Whether you need assistance for Skype or an instant messenger, our support representatives are available round-the-clock.

Multimedia

Tech support for multimedia programs such as Windows Media Player, VLC Media Player and QuickTime, is just a click away.

Operating Systems

Does your operating system crash often? Relax, just allow our technicians to fix all issues and enjoy faster performance.

MANAGED SERVICES

DTS brings big enterprise support for small and medium businesses via its proprietary and proven Digital Service Cloud for managing your 

company’s entire IT set up. Our world class support structure for business is designed to keep IT running nonstop.

Complete IT Support

From troubleshooting server errors to updating the software and network performance monitoring to security assessment, you can rely on DTS for 24/7 tech support.

Plans Customized for Your Business

We understand that different companies have different IT support requirements. That’s why we offer a range of customizable plans.

Proactive Monitoring

DTS takes care of your IT management requirements by proactively monitoring the network, servers, peripherals, voice platforms, etc.

Minimize the Downtime

By offering proactive IT support, DTS technicians minimize the downtime, which reduces business costs and boosts profitability.

NETWORKING

Want to create a home network to share devices like printers and routers with your PCs? Or need assistance to manage your company's 

servers and end computing devices? Help from DTS tech experts for networking is just a phone call away.

Setup and Install Home Networks

DTS technicians can install your router and configure its settings for Internet and printer sharing across computers.

Connect to the Internet

Whether you need assistance to access the Internet or customize browser settings, our technicians are always there to help you.

Troubleshoot Network Connectivity Issues

Don’t let network errors affect your work – whether at home or office. Call DTS now to get instant tech support.

Remote Network Monitoring

DTS tech experts monitor your company’s network including servers and end computing devices to ensure the best performance.

USABILITY TRAINING

When you install a software application, there could be loads of features about which you might not know how to use them. 

This is where DTS can help you get started with product usability training and support.

Learn How to Use Your Software

Finding it difficult to use a feature of a program you installed? Relax, just call us and our technicians will guide you with simple step-by-step instructions.

Familiarize Yourself With the UI

DTS technicians will take you through the UI of your software so that nothing stops you from making the most of it.

Achieve Improved Productivity

Get to know how to use your applications in a better way and enhance your efficiency.

Get Guidance From Experts

Call us toll free now to get usability training from a certified, expert technician.

VIRUS REMOVAL

There are millions of viruses seeking to exploit security loopholes to access private information on your computers and corrupt the software. 

DTS tech experts can minimize these threats by optimizing your security software and removing viruses and spyware.

Setup and Installation of Antivirus

Let our tech experts install and configure an antivirus for comprehensive security from malware and online threats.

Get Rid of Viruses and Spyware

Get professional tech support to remove viruses, spyware, and other malicious programs.

Schedule Scans

We will schedule regular scans of your PCs and servers to automatically remove malware, so that you are always safe when online.

Protection From Hacking and Phishing

Our technicians will optimize your security software for protection from hackers and attempts to steal your online identity.

SETUP & INSTALL

Incorrect installation can cause damage to your computer and connected devices. 

Let DTS tech experts assist you and ensure a smooth setup and installation experience.

Support for Setup and Installation

Whether you need help to set up your PC, install software, or configure applications, DTS tech support services have got you covered.

Customization of Settings

The technicians at DTS can customize the settings of your computer and software based on your preferences.

Pre-installation Compatibility Check

Before installing a program, our technicians will make sure that it’s compatible with your computer and other software.

Migration of Settings and Data

Want to install a new OS? Get help from DTS to migrate the settings and data so that you don’t lose a single file.

DIAGNOSIS & REPAIR

Comprehensive diagnostic and repair services for your computers and connected devices such as printers, routers, MP3 players, and over 500 software applications.

Fix Software and Hardware Errors

DTS tech experts will diagnose and troubleshoot both software and hardware errors on your PCs or servers to ensure smooth performance.

Resolve Compatibility Issues

The technicians will fix conflicts and compatibility issues with software applications or hardware running on your computer.

Reduce Computer Crashes

Get tech support to identify and fix issues causing your computer to crash often.

Elimination of Problems at the Root

Root cause identification through logical troubleshooting methodology helps to eliminate problems completely and prevent their recurrence.

COMPUTER OPTIMIZATION

Over time, old files build up on your hard drive and all the adding and removing of software leaves behind quite a mess. 

All these factors reduce the efficiency of your computer, which means you don’t get the performance you deserve.

Make Your Computer Work Like New

DTS tech experts speed up your computer by removing junk files, fixing Registry errors, defragmenting the hard disk, etc.

Faster Booting and Shutdown

System tweaks reduce your computer’s start-up and shutdown time and you will find that applications run better.

Optimize the Performance

The technicians will delete unwanted files and remove unnecessary background processes to get the best out of the hardware and software.

Update Software and Drivers

Outdated/corrupted applications or drivers can slow down your computer. Let our technicians download the latest versions and update them for optimum performance.

Features

Technology may often let you down. Our tech experts never will.

Well, simply put we take the worry out of your digital world. We can help you sort out your wireless network

problems, hook up your digital camera, or even get to grips with your iPod. No job is too big or small for us.

Flexibility to choose from a variety of subscription plans.

Zero waiting time with instant access to technicians.

Both remote and on-site support.

24x7 consistent tech support round-the-year.

One of the highest customer satisfaction ratings in the industry.

If you have a tech questions just make comments we will be happy to help you.

PAYMENT GATEWAY

A payment gateway is an e-commerce application service provider service that authorizes credit card payments for e-businesses, online retailers, bricks and clicks, or traditional brick and mortar.

It is the equivalent of a physical point of sale terminal located in most retail outlets. Payment gateways protect credit card details by encrypting sensitive information, such as credit card numbers, to ensure that information is passed securely between the customer and the merchant and also between merchant and the payment processor.

A payment gateway facilitates the transfer of information between a payment portal (such as a website, mobile phone or interactive voice response service) and the Front End Processor or acquiring bank.

Typical transaction process

When a customer orders a product from a payment gateway-enabled merchant, the payment gateway performs a variety of tasks to process the transaction.

A customer places order on website by pressing the 'Submit Order' or equivalent button, or perhaps enters their card details using an automatic phone answering service.

If the order is via a website, the customer's web browser encrypts the information to be sent between the browser and the merchant's webserver. In between other methods, this may be done via SSL (Secure Socket Layer) encryption. The payment gateway may allow transaction data to be sent directly from the customer's browser to the gateway, bypassing the merchant's systems. This reduces the merchant's Payment Card Industry Data Security Standard compliance obligations without redirecting the customer away from the website.

The merchant then forwards the transaction details to their payment gateway. This is another (SSL) encrypted connection to the payment server hosted by the payment gateway.

The payment gateway forwards the transaction information to the payment processor used by the merchant's acquiring bank.

The payment processor forwards the transaction information to the card association (e.g., Visa/MasterCard/American Express). If an American Express or Discover Card was used, then the processor acts as the issuing bank and directly provides a response of approved or declined to the payment gateway. Otherwise [e.g.: a MasterCard or Visa card was used], the card association routes the transaction to the correct card issuing bank.

The credit card issuing bank receives the authorization request and does fraud and credit or debit checks and then sends a response back to the processor (via the same process as the request for authorization) with a response code [e.g.: approved, denied]. In addition to communicating the fate of the authorization request, the response code is used to define the reason why the transaction failed (such as insufficient funds, or bank link not available). Meanwhile, the credit card issuer holds an authorization associated with that merchant and consumer for the approved amount. This can impact the consumer's ability to further spend (e.g.: because it reduces the line of credit available or because it puts a hold on a portion of the funds in a debit account).

The processor forwards the authorization response to the payment gateway (see list here)

The payment gateway receives the response, and forwards it on to the website (or whatever interface was used to process the payment) where it is interpreted as a relevant response then relayed back to the merchant and cardholder. This is known as the Authorization or "Auth"

The entire process typically takes 2–3 seconds.

The merchant then fulfills the order and the above process is repeated but this time to "Clear" the authorization by consummating the transaction. Typically the "Clear" is initiated only after the merchant has fulfilled the transaction (e.g.: shipped the order). This results in the issuing bank 'clearing' the 'auth' (i.e.: moves auth-hold to a debit) and prepares them to settle with the merchant acquiring bank.

The merchant submits all their approved authorizations, in a "batch" (e.g.: end of day), to their acquiring bank for settlement via its processor.

The acquiring bank makes the batch settlement request of the credit card issuer.

The credit card issuer makes a settlement payment to the acquiring bank (e.g.: the next day)

The acquiring bank subsequently deposits the total of the approved funds into the merchant's nominated account (e.g.: the day after). This could be an account with the acquiring bank if the merchant does their banking with the same bank, or an account with another bank.

The entire process from authorization to settlement to funding typically takes 3 days.

Many payment gateways also provide tools to automatically screen orders for fraud and calculate tax in real time prior to the authorization request being sent to the processor. Tools to detect fraud include geolocation, velocity pattern analysis, OFAC list lookups, 'black-list' lookups, delivery address verification, computer finger printing technology, identity morphing detection, and basic AVS checks.

Security

Since the customer is usually required to enter personal details, the entire communication of 'Submit Order' page (i.e. customer - payment gateway) is often carried out through HTTPS protocol.

To validate the request of the payment page result, signed request is often used - which is the result of the hash function in which the parameters of an application confirmed by a «secret word», known only to the merchant and payment gateway.

To validate the request of the payment page result, sometimes IP of the requesting server has to be verified.

There is a growing support by acquirers, issuers and subsequently by payment gateways for Virtual Payer Authentication (VPA), implemented as 3-D Secure protocol - branded as Verified by VISA,[5] MasterCard SecureCode[6] and J/Secure by JCB along with Card Verification Value, which adds additional layer of security for online payments. 3-D Secure promises to alleviate some of the problems facing online merchants, like the inherent distance between the seller and the buyer, and the inability of the first to easily confirm the identity of the second.

Payment Gateway providers follow PCI DSS, the Payment Card Industry Data Security Standard, which ensure safety of the cardholder's data.

PREDICTIVE DIALER

A predictive dialer dials a list of telephone numbers and connects answered dials to people making calls, often referred to as agents. Predictive dialers use statistical algorithms to minimize the time that agents spend waiting between conversations, while minimizing the occurrence of someone answering when no agent is available.

When dialing numbers one at a time, there are two sources of delay. First, only some fraction of dials are answered. So, for example, if 1 out of 3 dials are answered, a predictive dialer might dial 3 lines every time an agent becomes available. Second, even dials that are answered take some time before being picked up. If it typically takes 10 seconds for someone to pick up, and conversations typically last 90 seconds, a predictive dialer might start dialing at 80 seconds.

Dialing one number at a time, only when an agent is available, typically keeps agents utilized for 40 minutes per hour (33% idle time). Predictive dialing can increase utilization to 57 minutes per hour (5% idle time).

Predictive dialers may be standalone hardware devices, or they may be integrated in software with call center or contact center platforms. When integrated, the dialer often also performs less aggressive dialing modes, such as power, progressive, or preview dialing.

Regulations

In the UK, Ofcom requires that predictive dialers abandon less than 3% of answered calls on a daily basis. Ofcom also requires that if an agent is not available within 2 seconds the call is considered "abandoned" and an automated message is played. The automated message must identify the company making the call, the purpose of the call, a free phone or basic rate phone number to call back on and must not contain any form of marketing. A phone call to the return number must not be treated by the company as an opportunity to market, but to be removed from the calling list. In the UK "abandoned" calls must not be called back within 72 hours unless there is a dedicated agent available.

In the USA, if someone answers but no agent is available within 2 seconds of the person's greeting, Federal Communications Commission (FCC) regulations consider the call "abandoned" and require the dialer to play a recorded message. The FCC requires that predictive dialers abandon less than 3% of answered calls.

In Canada, the maximum abandon rate is 5%, and calls cannot be made to numbers registered with the National Do Not Call Registry, emergency or health care providers.

VOIP CALL ROUTING

Recently a few services have popped up that allow "free" calls to various international points. There are all based in the U.S. state of Iowa, and the way they work is that you call a regular number in Iowa, wait for a prompt, then dial the number you want to call. As best anyone can determine, there must be some quirk in Iowa telecommunications law that allows them to charge higher than normal termination charges on connected calls, and they use VoIP to complete the calls, so they actually wind up making anywhere from a fraction of a cent to a few cents on each minute of use. If the Federal Communications Commission ever reforms the ridiculous compensation system we have here, these companies will probably be out of business overnight.

NOTE: on January 29, 2007 AT&T filed a lawsuit that "seeks to stop FuturePhone as well as the telcos who provide local infrastructure from continuing with their operations that use regulatory-fee arbitrage and VoIP to provide international calls for only the price of a long-distance call to Iowa." (quote from linked article). This has already resulted in some of these companies discontinuing or modifying their service.

For now, if you have "free" calling within the USA, and can place calls to the Iowa numbers that are still in operation, you can then get connected through to numbers in other countries, including Mexico (which is a fairly high cost call on many U.S. long distance plans) at no additional charge.

The challenge, then, is whether Asterisk/FreePBX can work in this manner. Assuming a user dials an international call to certain countries, select an outbound trunk (that allows completion of U.S. calls) and then do the following:

1) Connect to a particular U.S. number (NOT the number dialed by the user),

2) Wait for the other end to answer, then wait until it is ready to receive digits (a couple seconds timeout may work),

3) Send DTMF tones, possibly interspersed with waits, to the other end, representing the number the caller originally dialed, but the number MIGHT have to be massaged a bit. For example, if the caller is in a country where you dial 00+country code+number and the U.S. system expects 011+country code+number, you'd need to strip the "00" and add the "011." Also I believe one of the systems has an initial prompt that is something like "press 1 for English, press 2 for Spanish" so in some cases there may be a need to prepend additional digits and/or wait states.

Now, I have determined that it IS possible to have Asterisk send post-connect DTMF digits and waits. For example, if you were to add this to extensions_custom.conf in FreePBX or Trixbox:

exten => *20,1,Dial(Local/18005558355@outbound-allroutes,,D(wwwwww932))

exten => *20,2,Hangup

Assuming you had a route for U.S. 1-800 numbers, when the user dials *20 it would place a call to the "TellMe" service, then wait three seconds, then send DTMF for 932 ("WEA") which would take you directly to the WEAther forecast section (to further automate it for a particular location, you could add a few more waits - I've found that wwwwwwww is about right - after the 932, and then a five-digit U.S. zip code). The point is that the caller never hears the tones that are being sent because the audio path doesn't connect until after the digits have been sent (which would make this technique useful for sending account codes, etc.)

I will list a few of these "free" international call services below. Remember that the numbers you have to call are NOT toll free, so they are only "free" if you have unlimited U.S. calling, or are using a cell phone with "free" airtime, etc. Also, I have no connection to any of these companies, so I cannot say whether they might save the calling or called numbers for any reason - obviously if you are highly concerned about privacy of communications, you would want to investigate these services further before using them. Please note that the list of countries that can be called through each provider may change without notice.