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2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
2011 Dqn Ameyo Presentation English
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2011 Dqn Ameyo Presentation English

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DQN Ameyo Contact Center Solution

DQN Ameyo Contact Center Solution

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  • 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
  • Transcript

    • 1. DQN Ameyo Contact Center
    • 2. About DQN
      Leading providers of Unified Communication and Enterprise Applications
      • DQN is a leading open-platform based UC solutions provider in ASEAN
      • 3. With a total experience of more than 15 years in the Telecom & IT industry
      • 4. Management with a strong ASEAN industry knowledge & credentials
      • 5. Strong presence in the ASEAN region
      • 6. Powering over 800 clients across ASEAN
      • 7. Exclusive distributor for leading UC solution manufacturers
      • 8. DQN has its own best in the class data center(IDC) in Vietnam with over 300 CO line ports & over 8 E1’s
      • 9. Marketing, Engineering, and Award-winning Support units
      Recognitions
      • MINISTRY OF COMMERCE & INDUSTRY GOLD award
      • 10. winner (2008 & 2009) for Excellence in product & services
    • Awards
      • Red Herring Asia Top 100 Tech Startup 2010 Winner
      • 11. IT & ITES Business of the Year at Small Business Awards 2010
      • 12. NASSCOM Innovation Awards 2008
      • 13. IP Contact Center Technology Awards 2008
      • 14. Member's Choice Award 2008
      • 15. BPONews Best Contact Center Solution 2007
      Recognition
      • Red Herring Asia 100 Finalist
      • 16. Deloitte Fast 500 Company in APAC
      • 17. EMERGE 50 listing
    • Ameyo – All-in-one Communication Suite
      • Software based Technology
      • 18. Java based server application.
      • 19. Based on open standards (SIP, ISDN, XML, XMPP).
      • 20. SOA & MDA based for building intelligent & extensible applications.
      • 21. Benchmarked standard systems & server machines for optimal performance & extensibility.
      • 22. All-in-one pre-integrated solution
      • 23. Feature rich
      • 24. Inbuilt CRM, Voice-Logger, Reporting, ACD, IVR, Dialer, CTI, QM, CM tools & features.
      • 25. Tools to innovate and value-add to business in a constant manner.
    • IVRS – Interactive Voice Response System
      • Key Features
      • 26. Self-help service with TTS and ASR
      • 27. IVR Node Flow Designer with Scripting Capabilities
      • 28. Multi-language Support
      • 29. E-mail/SMS/Fax Integration
      • 30. Advanced features of Ameyo IVR
      • 31. IVR Route Mapping of Customer
      • 32. IVR Jump
      • 33. Customizable IVR prompts
      • 34. Agent Greetings
      Create custom-call flows with a GUI based easy to use interface
      A library of nodes provides for step by step creation of complex or simple call flows
    • 35. ACD– Automatic Call Distribution
      • Key Features
      • 36. ANI/ DNIS based routing
      • 37. Multiple Queues
      • 38. Welcome greeting
      • 39. Music-on-hold
      • 40. Office hours configuration
      • 41. Compliant with standard PBX, Media Gateways & Phones
      • 42. ACD Reports
      • 43. Advanced Features
      • 44. Web access facilitating remote agent login
      • 45. Skill-based Call Routing
      • 46. Account-based routing
      • 47. Priority, FIFO and preferred routing
      • 48. Same agent call attending
      • 49. Wait time notification
      • 50. Pre-integrated with IVR to enable advanced call handling capabilities
      • 51. Pre-integrated with CTI
      • 52. Pre-integrated with Voice Logger enabling advanced custom reports
      • 53. Calendar integration
    • AmeyoDialer
      • Calling as per various algorithms
      • 54. Predictive
      • 55. Preview
      • 56. Manual
      • 57. Progressive
      • 58. Agent-less (IVR) Dialing or Broadcast Dialing
      • 59. Rule-based dialing
      • 60. Advanced Features
      • 61. Dynamic Call Pacing
      • 62. Complete & Selective DNC Management
      • 63. AMD
      • 64. Compliance / Exclusion
      • 65. Multiple Minute Providers Integration
      • 66. Intelligent IP Telephony & VoIP handling
      • 67. Callback Scheduling
    • Voice Logger
      • Key Features
      • 68. Pre-integrated Active Voice Logging
      • 69. 100% Blind Recording
      • 70. Multi-format Voice Recording
      • 71. Automatic Compression and Archiving
      • 72. Web-based Remote Access to Voice Logs
      • 73. Advanced Features
      • 74. Quality Monitoring
      • 75. Multimedia Control
      • 76. Supports mp3, VOX, ALAW formats
      • 77. Extensible with mixer with Codec Plug-in Support
    • Reporting
      • Cradle-to-grave Reporting
      • 78. Generation of business-oriented comprehensive reports at Agent, Campaign, System and Resource levels
      • 79. Over 200 Report Templates
      • 80. Web-based access for remote users
      • 81. Real-time and Historical Data Analysis
      • 82. Automatic Maintenance and Backup Management
      • 83. Report Designer Tools
      • 84. Reportika - Advanced Report Designing Module
      • 85. No need for in-depth knowledge of SQL
      • 86. Configurable for multiple outputs for reports
    • CRM & CTI
      • CRM
      • 87. CRM integration with IVR & ACD to enable customer profiling
      • 88. Integration with any third-party database, CRM or tool for smooth and seamless functioning
      • 89. Web-Agent
      • 90. CTI with pop-up agent workbench screen
      • 91. Knowledgebase
      • 92. Unified Customer Interface for call handling, Call disposition, Conferencing, N-way Call Transfer
      • 93. Missed Call Alerts
      • 94. Wallboard
    • Supervision & Quality Monitoring
      • Supervision
      • 95. Birds eye view of telephony, agent, dialer and lead performance
      • 96. Independent supervisor interfaces for Inbound & Outbound campaigns
      • 97. Complete MIS management for device, voice log, services and systems
      • 98. Quality Monitoring
      • 99. Graphical analysis of real-time and historical data
      • 100. Real-time Alert management for SLA, Performance and System Monitoring
      • 101. Call Barge/ Snoop/ Confer
      • 102. Force Agent Logout
      • 103. Average Handling Time, Agent performance, Customer Satisfaction Score to define KPIs
      • 104. Quality tagging
    • Unified Messaging
      Email
      • Ticketing System (Ameyo Care) with Escalation management
      • 105. Email Queues (integrated with Voice/ SMS queues)
      • 106. SLA Management
      • 107. Email templates/Bulk Emails
      Chat
      • Web queues
      • 108. Escalation and SLA
      Web
      • Web Callback
      • 109. Integration with web apps/Mashups
      SMS
      • Bulk SMS
      • 110. Customized SMS
      • 111. Campaign & Media level exclusion
      Fax over IP
      Voice Broadcasting
    • 112. Inbound Capabilities
      Customer Segmentation
      • Handle priority Calls first
      • 113. Decide Customer Segmentation using 3rd party business logic
      ACD
      • LRU, Round Robin, Skill Based routing strategies
      • 114. Queue Failover / Load balancing
      Voice Recording
      • Automatic voice compression
      • 115. Multiple format recording
      • 116. Filter Voice Logs by Agent / Queue / Disposition etc
      Quality Monitoring
      • Assign scores to calls based on configurable templates
      • 117. Snoop, Barge, Whisper, Conference
      IVR
      • Advanced Call flows via Node flow designer
      • 118. Out-of-Office, Holidays, Special messages, Queue Wait Time handling
      • 119. Web Services or Database integration with 3rd party applications
      • 120. Voicemail / Schedule Call backs from IVR itself
      Queue Monitoring
      • Real-time Queue Statistics / Agent Statistics
      • 121. Interval based ACD reports
      • 122. SLA monitoring
      • 123. Assign Skills, Change queues in run-time
      CTI
      • Screen pop CRM Interface and knowledge base
      • 124. Missed Calls notifications
      • 125. Send SMS / Email via 3rd party integrations
    • Outbound Capabilities
      Multiple Dialing Modes
      • Predictive with Dynamic Call Pacing.
      • 126. Progressive, Preview, Manual
      • 127. Rule-based Dialing
      AMD
      • High Answering Machine and Detection
      • 128. SIT, Fax Tones detection
      Campaign Management
      • Manage multiple campaigns
      • 129. Single unified view of all campaigns
      Effective call management
      • Multiple numbers
      • 130. Manual- and automatic number churn and fetch
      Leads Management
      • Retry numbers and timeout
      • 131. Time zone wise calling with multiple numbers
      • 132. PACE – Best Time to Call
      Exclusion and DNC
      • Do-not-call Compliance
      • 133. Campaign & Media level exclusion
      Call-back
      • Same agent Call-back
      • 134. Group Call-back
      Reporting
      • Agent and group Productivity
      • 135. Sales and performance related
      CTI with screen pop
      • Integrated CRM
    • Core Components of Ameyo
      Ameyo Control Panel
      Ameyo Application Server
      Ameyo Call Server
      Ameyo CRM
      Ameyo Client
    • 136. Ameyo Server Components - Role of Ameyo Application Server
      • Ameyo Application Server is a Java based Server running on Linux (Centos / RHEL), which forms the core of the application execution.
      • 137. It maintains the session status of all logged in users and configured contact centers and communication entities.
      • 138. Application server decides all routing of interactions / priority / skills etc.
      • 139. The server can run in a multitenant, distributed environment.
    • Ameyo Server Components - Role of Ameyo Call Server
      • Ameyo Call Server is a fully functional soft-switch which has capability to handle SIP and TDM (E1 PRI) interfaces.
      • 140. It maintains the Call Sessions and acts as a slave to the call-control component in Ameyo Application Server
      • 141. Additionally Ameyo Call Server also does logging of all interactions in a non-blocking architecture.
    • Ameyo Server Components - Role of Ameyo DB Server
      • Ameyo uses open source PostgreSQL Server and is compatible with IBM DB2.
      • 142. There could be multiple such servers in a deployment.
      • 143. The Database can run in a load balanced / clustered environment for scalability and high availability.
    • Ameyo Server Components – Ameyo Mini CRM
      • Ameyo Mini CRM is a web-based application written in PHP that allows integration of Customer information popup with Ameyo.
      • 144. This is customizable and source code of this application is shipped with the system.
      • 145. This can be integrated with 3rd party Email / SMS systems.
    • Ameyo Server Components – ACP – Ameyo Control Panel
      • Ameyo Control Panel is an administrative interface that monitors system health and allows backup and maintenance activity on all other Ameyo components.
      • 146. ACP also provides a report / voice log download facility.
    • Deployment Flexibility
      Multiple options for connectivity and ultimate flexibility in deployment
      • Supports TDM / Sip
      • 147. Supports single site / multi site / Home based agents
      • 148. Supports multi-tenant hosted architecture
      Ameyo Server
    • 149. AMEYO - Support
      • Online Ticketing System
      • 150. Multimedia – Chat, E-mail, Phone
      • 151. Create, edit operations
      • 152. Visibility of action
      • 153. Logging and tracing
      • 154. Auto-escalation by the system
      • 155. Complete tracking from anywhere via www.dca.drishti-soft.com
      • 156. Feedback Management
      Single portal for services and support that ensures high responsiveness, accountability and eliminates any delay in resolution because of finger-pointing or inefficient management
    • 157. Value Adding Features
      • Open to developing new features for specific verticals/applications
      • 158. Have implemented and developed many for customers
      • 159. Multiple extensions per agent, mapped to a single number [MOSL]
      • 160. Escalations, prioritization based routing, queuing [MOSL]
      • 161. Intelligent routing (Rule/policy-based, performance based) [Many]
      • 162. Ex: Best performing agent to take majority of calls; HNI to be routed to best performing agents
      • 163. Specific features at call management level [NIIT]
      • 164. Missed call alert pop-up to all agents; Any agent can initiate a callback
      • 165. Quality Monitoring [Many]
      • 166. Voice log tagging with quality parameters
      • 167. Agent voice prompts
      • 168. Agents can record and play own voice when engaged with a customer; Reduces agent fatigue
    • Over 800 Valued Customers across Domains
    • 169. AMEYO
      Case Studies
    • 170. CASE STUDY – Air Mekong
      One of the biggest regional airline in Vietnam
      • Business Requirement
       
      • System automation and backup
      • 171. Advanced IVRS with multi-language support
      • 172. User skill management and priority-based customer handling
      • 173. ACD wait time notifications and personalized greetings
      • 174. Voice logging and live monitoring
      • 175. Ensuring the processes meet SLA
      • 176. Process Automation 
      • 177. Implementation of complete Customer Interaction Management  
      • 178. Custom communications flow
      • 179. Missed call notification & automatic callback
      • 180. Broadcast voice notifications
       
      • Highlights of Solution Implemented
       
      • Drastic reduction in cost
      • 181. Increase in productivity due to automation
      • 182. Business growth by using telemarketing
    • Case Study
      Global Leader in Consumer Finance
      Problem Areas with earlier system
      • Unstructured customer management system
      • 183. Long wait times, and thus, high resolution times.
      • 184. Required a completely automated solution.
      • 185. To establish a Ticket Resolution System
      • 186. Multi-channel communication like email, phone, SMS and FAX.
      Call management system implemented
      • Inbound customer support
      • 187. Multi-channel (Email, SMS, Phone),
      • 188. Reporting & Active Voice Logging
      • 189. Integration with Ticket Request System (TRS)
      • 190. Customized as per the client’s requirements
      Value Delivered
      • Low Wait times
      • 191. Satisfied Customers
      • 192. Better Customer Experience
      • 193. Optimal Productivity
    • CASE STUDY – Telco Sales and Collections
      Largest Telco and BPO in Malaysia
      • Business Requirement
       
      • Automation of Telemarketing
      • 194. Multi-Lingual Multi skills agents
      • 195. Dashboards
      • 196. Integration with Avaya PBX
      • 197. Voice logging and live monitoring
      • 198. ROI calculation for marketing
       
      • Advanced Telemarketing solution implemented
       
      • Over 200 Users on Ameyo
      • 199. Multi-Lingual campaigns
      • 200. Live wallboard for the campaign
      • 201. Integration with 3rd party database / CRM
      • 202. Avaya PBX integration using E1 / SIP Integration
       
      • Highlights of Solution Implemented
       
      • Drastic reduction in cost
      • 203. Increase in productivity due to automation
      • 204. Same solution being proposed in VADS Jakarta.
    • Case Study– Telecom Operator
      One of the largest Telecom companies in Maldives
      • Business Requirement
       
      • System automation and backup
      • 205. Advanced IVRS with multi-language support
      • 206. User skill management and priority-based customer handling
      • 207. ACD wait time notifications and personalized greetings
      • 208. Voice logging and live monitoring
      • 209. Billing Information updates to the customers
       
      • Advanced customer care solution implemented
       
      • Complex call flows designed and implemented via node-flow designer
      • 210. Agent Queue assignments for call overflow management
      • 211. Skill and context-based routing
      • 212. Callback option selection for the customers and email notification of callbacks to the agents
      • 213. Live wallboard for the campaign
      • 214. Integration with 3rd party database
      • 215. Automation of bill payments by integration of IVRS with billing system and web service based payment gateway
       
      • Highlights of Solution Implemented
       
      • Enabled business scalability
      • 216. Flexible solution accommodating advanced customer care features
      • 217. Over 20% increase in answered calls
    • Self Service – Book My Show
      India’s largest ticketing portal for films, concerts, shows
      Business Requirements
      • Automated Ticket Booking System through Single pan India number 39895050
      • 218. Process Automation
      • 219. Customizable IVR
      • 220. Regional Movie Updates
      Solution Implemented
      • Dynamic IVR/ACD implemented with reporting and voice logging and inbuilt CTI
      • 221. Integration with multiple systems like CRM, ASR, Database
      • 222. Payment gateway integration
      • 223. Transaction ID Generation & SMS Confirmation
      • 224. Easy change of movies, shows in the IVR via a GUI-based interface
      • 225. 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)
    • 226. 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.
    • 227. Thank You
      DQN
      S3-S4 D2 Street, Ward 25, BinhThanh District, Ho Chi Minh City, Vietnam.
      Tel: +848-35126377
      Fax: +848-35126164
      http://www.dqn.vn
      www.ameyosuite.com
      info@dqn.vn
      http://www.dqn.vn/en/demo.html

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