Mapping : what customer doing ? IVR jump: press direct 9 to meet agent. IVR prompts : vietnam , english … ;
Same agent call attending: gap lai agent cu; call handing capabilities: ket noi truc tiep customer den agent theo lua chon phim.
Predivitve: call theo list. Progressive: biet goi ra cho ai. Agent-less … : outbound IVR: auto call, khach hang nhan 1,2 gap agent. Rule-based dialing: lam rule goi ra.t Dynamic call pacing: tuy chinh cuoc goi ra nhieu it, tuy theo agent busy nhieu hay it. AMD: busy tone, fax tone …Multi minute ..: chon duoc nhieu nha cung cap dien thoai de goi ra.(khong nhu di dong).
100% blind ..: thu am toan bo noi dung .
Cradle-to-grave : report everything.
CTI: computer telephoney intergation.
Call barge/snoop…: listen to the call / superviso nghe agent noi chuyen khach hang ma KH va agent ko biet.Force agent logout: supervisor tu logout agent khi dag noi chuyen voi KH – realtime. A management information system (MIS) is a system that provides information needed to manage organizations effectively
Unified Messaging (or UM) is the integration of different electronic messaging and communicationsmedia (e-mail, SMS, Fax, voicemail, video messaging, etc.) technologies into a single interface, accessible from a variety of different devices
Manual and automatic churn and fletch…: giong report tinh trang cac so goi ra vd: bao nhieu so may ban, bao nhieu so goi duoc…. Nhung theo danh sach khach hang cu the.LEAD : calling database. Customer lead.
Online Ticketing System:
Value adding features: NIIT: MOSL:
Please complete the Agenda – it should have all items in excel sheet
DQN Ameyo Contact Center
About DQN Leading providers of Unified Communication and Enterprise Applications
DQN is a leading open-platform based UC solutions provider in ASEAN
With a total experience of more than 15 years in the Telecom & IT industry
Management with a strong ASEAN industry knowledge & credentials
Easy change of movies, shows in the IVR via a GUI-based interface
CLI-based routing for regional movie information
“Drishti's advanced technology platform, Ameyo, proved to be just the right solution that could understand our workflow, and address the core issues in order to achieve process automation while lowering operational and transaction costs. We look forward to Drishti’s support in future too.” Parikshit Dhar Director (IT)
How to start Thinking CIM Strategy – TAKE AWAY? Implement Integrated tools and processes that give you measurements of your KPIs. Use the Analysis to improve the process over time. Analyze measurements to understand gaps and improvement areas Continuous Improvement is only way to stay competitive.
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