TouchPoint Call Centre

Call Centre Solution for SMEs

TouchPoint Call Centre Solution has all the standard features you would expect from a modern call centre, including call distribution, call routing, and real-time reporting. We understand that every business is unique, and so we offer customisation options that can be tailored to your specific needs. Whether it’s adding a new feature, integrating with a third-party system, or just making the solution look and feel like your brand, we can make it happen.

Our call centre solution is designed to be user-friendly and intuitive, making it easy for agents to work efficiently and effectively. The solution is designed to help call centres of all sizes to manage their inbound and outbound calls in a more streamlined manner. With our advanced call routing capabilities, you can ensure that calls are directed to the right agent, at the right time, helping to improve call resolution times and customer satisfaction.

In addition to its core features, our call centre solution offers a range of value-added services to help your business stay ahead of the curve. Whether you need real-time reporting and analytics, or integration with third-party systems like CRM, we’ve got you covered. Our solution is fully scalable, which means that as your business grows, the solution can grow with you. Whether you’re a small call centre just starting out, or a large multi-site operation, we have the right solution to meet your needs.

We understand that the cost of running a call centre can be a major concern for many businesses. That’s why we offer our call centre solution at a very competitive price, providing great value for money. Our hosted service model means that there’s no need for expensive hardware or software to be installed, making it a cost-effective solution for businesses of all sizes.

In conclusion, our call centre solution is the perfect solution for businesses looking to streamline their call centre operations. With its advanced features, customisation options, and value for money, it’s a solution that’s designed to meet the needs of call centres of all sizes. Whether you’re looking to improve call resolution times, boost customer satisfaction, or just make your call centre more efficient, our solution can help. So why wait? Contact us today to find out more about our call centre solution and how it can help your business.

  • Clear View of Contact Centre
    • TouchPoint reporting provides the Subscribing Client with a new level of information about the performance of the contact centre and the agents
  • Value-Added Service
    • Creates an opportunity for an ISP or TSO to offer attractive revenue generating service
  • Software as a Service Model (SaaS or On-demand)
    • Means no equipment at the customers’ premises
  • Rapid Subscription
    • Customers can be on-line and handling calls within the same day
  • Simple to Use
    • Designed to “keep it simple” removing the need for technical support for the Subscribing Clients
  • Special Service & Hotline Numbers
    • Create revenue by offering hotline numbers to companies
  • Subscribing Company/Client Specific
    • Each Subscribing Client can create its own image by customizing their audio, IVR and ACD flows
  • Leverage Existing Customers
    • TSO with broadband subscribers already has a captive market
  • Economy of Scale
    • Centralized facility, and economical and easy expansion reduce cost per agent
  • Expandable
    • Quick to expand in response to business growth
  • Subscribing Company Specific
    • Each Subscribing Client can create its own image and customer experience

Agent Features
  • Incoming Call Handling
    • Answer
    • Hang-up
    • Hold
    • Transfer
    • Park
    • Mute
  • Display / Set Agent Status
  • Text chat
  • Agent List with Status
  • Calls Queued / Agents Online Stats
  • Auto Answer Enable/Disable
  • Agent-to-Agent Intercom
  • Status / Event Scroll Back Display
  • Support for External Phones

 Reports & Alerts
  • Call Centre Performance Reports
    • Ad-hoc or Scheduled via email
    • Supports: PDF, CSV, XLS and TXT
  • Reports For Call Supervisor
    • Incoming / Outgoing Calls by User
    • User Call Detail / Summary Report
  • Reports for Queue (ACD)
    • Abandoned & Answered Call Profile
    • Profile of Average / Max Wait to Answer
    • Profile of Calls Entering ACD
    • Distribution Queue Performance
  • Reports for Agents
    • Agent Availability Detail / Summary Report
    • Agent Performance Detail / Summary Report
    • Agent Performance Summary
  • Reports related to IVR
    • IVR Summary by Date
    • IVR Summary Abandoned Report
  • Real-Time Configurable Alerts based on
    • Agents performance
    • ACD queues
    • Supervisor notified if an alert condition is reached


Starting from RM250/month/agent

System Features
  • Interactive Voice Response (IVR)
    • Multi-lingual support
    • Multiple levels of menu offered for selection via touch-tone input
    • Call transfer to ACD, another IVR call-flow, voice message box or specific agent
  • Automatic call Distribution (ACD)
    • Configurable hold times
    • Transfer to IVR for exit handling
    • Transfer to voice message box
    • Configurable prompt while on hold
    • Configurable hold music, ring tone, busy tone
    • Overflow to Alternate ACD or IVR to permit backup agents for busy periods
  • Hotline Routing
    • Inbound number assigned to IVR, ACD or named agent
    • Alternate routing based on hours of operation
    • Multiple hotline numbers to same routing (local and toll-free numbers)
  • Inbound Call Management
    • Hotline routing for IVR or ACD handling
    • Agent can Answer call, hold call, park call or answer call
    • Statistics related to inbound call handling captured for performance reporting
  • Outbound Call Management
    • Calls may originate from Agent
    • Call may originate from Outbound Call Campaign
    • Statistics of Outbound Calls captures for performance reports
  • Campaign Management / Predictive Dialling
    • Blended Outbound and Inbound campaign support
    • Based on Imported Contact List
    • Adaptive algorithm adjusts based on:
    • Number of available agents
    • Average talk time
    • Percentage of successful call connections
    • Average time on the ACD
  • Campaign Management / Predictive Dialling
    • Configurable ratio of inbound to outbound channels
    • Automatic retry of unsuccessful calls that have chance for complete
    • Status of all calls are recorded for reports
    • Exception Report for call that were unsuccessful
    • Agent wrap-up codes supported
    • Call completion report provided
  • Voice Messages Recording / Playback
    • Company wide voice message box for after hours messages
    • ACD specific voice message box
    • Agent specific voice message box
    • Agents assigned to an ACD may listen to messages for that ACD
  • Agent-to-Agent Communications
    • Text Chat
    • Intercom
    • Silent Monitoring

 Supervisor Features
  • Broadcast message to all online agents
  • Alert View / Acknowledge / History
  • Summary Statistics
    • Current/Today’s Total Calls
    • Current IVR Calls
    • Current Calls on Queue
    • Current / Today’s Max Waiting Time
    • Current / Today’s Longest Talk Time
    • Current Call on Hold
    • Current Longest Call on Hold
    • Today’s Max Hold Time
    • Number of Calls on Park
    • Today’s Number of Dropped Calls
  • Agent Performance Statistics
    • Agent Name
    • Inbound: Current Caller ID
    • Outbound: Current Called ID
    • Agent Status
    • Login / Logout Time
    • Last Status Change Time
    • Current / Today’s Talking Duration
    • Total Calls
  • ACD Performance Statistics
    • ACD Queue Name
    • ACD Group
    • Number of:
      • Agents logged in
      • Busy Agents
      • Available Agents
      • Not Available Agents
      • Current Calls
      • Parked Calls
      • Dropped Calls
    • Current Max Wait Duration
    • Today Max Wait Duration

Pricing – Hosted

Basic Edition

RM 250/month

Standard Edition

RM 300/month

IVR, ACDs, Call Logs, Reports, Wait and Forward 
Wrap Up Codes
Agent to Agent Text Chat
3-Way Conference
Silent Monitoring
Agent Panel
Supervisor Panel
Service Uptime 99.9% 99.9%
Call Queues for Every Agent/Supervisor License 2 (two) 3 (three)
Support Ticket per month 1 (one) 2 (two)
Voice Recording (stored for 3 months)
Monthly Price / Concurrent Agent or Supervisor RM 250 / Month RM 300 / Month
Annual Price (get 2 months free) RM 2500 / Year RM 3000 / Year
Setup and Other Charges
  1. One time setup fee: RM2,500. Includes one day training.
  2. Additional on-site training: RM1,000/day
  3. All plans come with one free hotline number from Connect Seven Solution. The number is from +60-154xxx-xxxx series.
    • Additional hotline numbers can be added for RM15/month
    • All incoming calls are FREE.
  4. Outbound calls to any number in Malaysia is billed at RM0.10/minute. Note: This rate is not applicable for any automated voice blast, survey or any such services. This is strictly the outbound rate when an agent makes an outbound call.
  5. Extended call recording storage from 3 to 6 months: RM50/concurrent user/month
  6. Extra call queue/license: RM20/month
  7. 1800 toll free hotline numbers:
    • Monthly fee: RM50/number/month
    • Receiving (incoming) call rate: RM0.30/min
  8. Voice prompt recording using voice professional voice talent: RM3,000 for each set of 40 prompts. Script to be provided by the client.
  9. Additional Support Tickets: RM100/each. Support provided via Email / WhatsApp / Zoom / MS Teams.
  10. Out-bound call credit deposit: RM300/agent.


Request Demo