One storefront. Six product lines. One desk.
SolutionsDesk is the sales and customer-support operation for akontec.solutions — the online store where Indian SMEs buy cloud, contact-centre software, CRM, lead-gen tools, hosting and VOIP with a card or UPI. The store is self-service; the desk makes it convert and keeps customers on the platform.
What the project is
Akontec Solutions is a self-service storefront. Customers pick a plan, add seats or minutes, pay online and receive a GST invoice. Most of what is sold activates automatically. What does not activate itself is the buyer — questions before purchase, verification after, setup, and the steady stream of "how do I…" that any software customer generates.
SolutionsDesk is that human layer, run by one BPO partner under Akontec's management, using Akontec's tools, scripts and knowledge base. Your agents speak as Akontec Solutions; Akontec engineers sit behind them for anything beyond first-line.
In one line
A 10-seat blended sales and L1 support desk, domestic, 08:00–22:00 IST seven days a week, paid at ₹35,000 per agent per month, scaling to 25 seats with order volume.
Why Akontec is outsourcing it
Akontec is a BPO project outsourcing and consultancy firm. Its own product arm needs a desk; its partner network is where desks are built. Placing the work with a partner keeps Akontec Solutions focused on product and engineering, and gives a partner a stable domestic process with a single client, one scope, and a payout that does not move with sales.
- Single-client, single-scope. No multi-campaign juggling; one product family, one CRM, one ticketing tool.
- Predictable revenue. Seat-based payout, monthly, with attendance as the only variable.
- Growth with the store. Every new product line or region Akontec Solutions adds becomes seat growth on the same desk.
- Managed, not abandoned. Akontec supplies QA, training, runbooks and the escalation team — you supply people, floor and discipline.
How the engagement works
Three parties, clear lines:
| Responsibility | Akontec (client) | BPO partner (you) |
|---|---|---|
| Product, pricing, storefront, payment gateway | Owns | — |
| Scripts, runbooks, knowledge base, training content | Builds and maintains | Trains agents on it; suggests edits |
| Agents, team leader, floor, workstations, connectivity | — | Hires, rosters, manages, pays |
| CRM, dialer, ticketing, softphone licences | Provides seats | Uses; no third-party tools |
| Quality audit and calibration | Remote QA at 1:30 | Floor QA / TL self-audit at 1:15 |
| L2/L3 technical resolution, refunds, credits | Engineering + billing desk | Escalates with clean ticket |
| Data protection, TRAI / DND compliance | Policy, tooling, DND scrub | Adherence, access control, clean-desk |
| Payment to partner | Monthly, per validated seat | Attendance statement by the 3rd |
The same structure Akontec uses on every placed project: four named owners on each side (Account Manager, Delivery Manager, Technical Owner, Billing Owner), weekly operations review, monthly business review. See Onboarding & governance.
What your agents will sell and support
| Line | What it is | Typical customer question |
|---|---|---|
| Cloud Solutions | Managed cloud servers ₹2,499–18,999/mo, backup and migration add-ons | "Which plan for a 20-user ERP?" · "Can you move us from AWS?" |
| Contact Center Suite | Omnichannel contact-centre software, ₹1,499–3,999 per agent | "Do we need to buy numbers separately?" · "How does the dialer work?" |
| Custom CRM | Per-user CRM plus a build sprint for custom modules | "Can you import from Zoho?" · "How are users counted?" |
| Lead Engine | Landing pages, forms, campaigns, AI scoring | "What counts as a lead?" · "Does it connect to our CRM?" |
| Hosting & Server Space | Shared / VPS / dedicated hosting, business email, SSL from ₹149/mo | "Website is down" · "Email not sending" · "Migrate my site" |
| VOIP Solutions | Virtual numbers, prepaid minute packs, cloud PBX | "KYC for my number?" · "Minutes not showing" · "Port my landline" |
Prices shown are the storefront's launch list and may change; agents always quote from the live catalogue, never from memory.
Who the customers are
Indian SMEs and mid-size companies: BPOs and call centres buying seats, agencies and startups buying hosting and CRM, clinics, real-estate firms, logistics and retail businesses buying VOIP numbers and lead tools. Decision-makers are owners, operations heads and IT managers. Conversations are in English, Hindi or Tamil; written channels are English.
- Average order value at launch: ₹6,000–₹45,000 per month; annual orders up to ₹5 lakh.
- Sales cycle: same-day for hosting and VOIP; 2–10 days for contact-centre and CRM, usually with one demo call.
- Support mix at steady state: roughly 45% "how do I", 30% billing and account, 25% technical incident.
Phases
| Phase | Months | Seats | Trigger |
|---|---|---|---|
| Phase 1 — launch | 1–3 | 10 + 1 TL | Go-live |
| Phase 2 — growth | 4–6 | 15 + 1 TL | Sustained > 400 contacts/day for 4 weeks and composite ≥ 80 |
| Phase 3 — scale | 7 onward | 25 + 2 TL | Second product region or > 650 contacts/day |
| Beyond | — | Dual-provider placement | Akontec policy on campaigns above 25 seats; 24-hour resumption target |
Scaling is a written change order to Schedule A with 30 days' lead time for hiring. Seats are never removed mid-month.
Ready to run the desk?
Apply with your centre details. We reply within two working days with the agreement pack, Schedule A and a discovery call slot.