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Presentation of advisory solution Presentation of advisory solution Presentation Transcript

  • Enterprise and Service Provider SOHO Contact Center www.cohtechnologies.com | info@cohtechnologies.com
  • Automation Solutions for ADVISORY & TRADING
  • Agenda
  • Introduction - About Drishti
    • Leading providers of Customer Interaction Management Solutions
      • Only 6 year old company with impressive credentials
        • Patent Pending Technology
        • Powering over 350 clients globally
        • Billions of calls processed and thousands of active users
        • 100s of Self-Help, Outbound, Inbound & Blended processes
    • Focus on emerging economies.
        • Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia, United States
    • Recognized by leading industry bodies
        • Winner of NASSCOM innovation award (2008)
        • IP Contact Center Technology Pioneer Award from TMCnet
        • Awarded best ACD, Outbound, Customer Support in APAC by Contact Center World 2008.
        • Deloitte fastest 500 in Asia-Pac (2008)
        • Red Herring top 200 companies (in contention for top 100)
  • Our Innovation DACX Ameyo development platform : An innovative approach to enable rapid application development that reduces the development time and deployment cost up to 80% via Model Driven Architecture (MDA) DACX Ameyo execution framework : Based on SOA and Distributed architecture, execution framework is linearly scalable and takes care of the specific needs of communication applications - real time processing carrier grade aspects (high availability and central management), easy integration with third-party tools All IP-based software : The IP-based system is created from ground-up using propriety algorithms and open standards like SIP (Session Initiation Protocol) and Web-Services Multi-packaged offering : Common code stream, but different functionalities and capabilities with privilege management ensures that the technology provided is built around the business process Multi-tenancy : Ideal for SaaS-based deployment with multiple departments (Single-site or Multi-site) Code Generation with MDA and “Nodeflow” approach: No “Shrink-wrap” approach; Auto-generation of code (such as UI and Web-Services API)
  • Trading Advisory Industry Needs
      • Very specific business requirements/needs
        • Often more than single extension for each advisor
        • Missed calls cannot be afforded
    • Different departments have different needs
      • Advisory vs. Telesales vs. Back Office vs. “Punching”
    • Customers need to be “bucketized” in terms of priority
      • Based on business volumes with customers
      • Different levels of risk of customer migration - HNI (Very High Risk), Average (Mid), Low Priority (Low)
    • Therefore, a need for Customer segmentation
    • Customer ratings to be devised and implemented
    • Custom SLAs for each type of customer
    HNI Mid Low
        • Human errors and latency need to be eliminated or minimized via automation. They can cost business to trading companies
  • What needs to be done?
    • Fluctuating call/media traffic impact needs to be dealt with
    • Lost opportunities and under utilization needs to be minimized
    • Quick call wrap ups and automation can speed up processing of interactions
    1 Call per Advisor Time Call Volume Opening Bell Closing Bell Lost Opportunity Under Utilization
  • Some problems identified
    • Revenue Loss : no account of missed calls to plan capacity. Even if there is a way it’s a race against time, missed calls mean lost business and ultimately loss of client
    • Inefficiency : Advisor has to manage some mechanical tasks
      • Searching for information, dialing numbers, checking missed calls on mobile etc
      • Costs time and cuts down productivity by upto 50%
    • No unified view : Advisor does not have a single view to control interaction and look at client history / details
    • Customer Disconnect: Advisor cannot initiate innovative methods of communicating critical information to customers in the right time frame
  • How can technology help
    • Enable Implement of business rules or policies designed for each type of customer
      • Multiple simultaneous customer interactions for each advisor
      • Trading specific CRM customizations/Integrations
    • Provide customized service to each segment
      • Multimedia – SMS, Phone, Email, Chat
    • Increase automation, reduce delays and errors
      • Automated inbound/outbound calls/SMSs/Emails, Escalations, Auto-assignments, Custom interfaces or CRMs
      • Single screen view of customers filtered by specific criteria (Rating, Stocks, etc)
    • Increase customer loyalty
      • Automatic voice broadcasting with important information alerts (Stocks)
      • Missed call alerts with multiple number callback
  • AMEYO COMMUNICATIONS SUITE A LITTLE BIT ABOUT IT
  • Our innovative offering - Ameyo
    • A software solution with distributed architecture (reliable and scalable)
    • Customizable to the core for Specific Industry needs (extensible)
    • Feature rich solution is designed for high-end collaboration needs (future-proof)
    • Comes with a reasonable price tag, but tested and proven (best RoI)
    • Well implemented, awarded support structure (best technology partner)
  • Full Blown Interaction Capabilities
    • Full featured ACD and IVR with multi-extension, multi-channel, multi-media routing and queuing
    • Outbound dialer with predictive, preview, progressive and rule-based capabilities. Powered by propreity Learnsys algorithm
    • CTI with screen pop and live customer details and single click disposition. Pre-integrated or custom CRM
    • Broadcast dialing (Optional)
    • Voice Logger with 100% blind recording and compression
    • Quality Monitoring with snoop, barge, confer. Agent scoring with voice log tagging
    • Cradle to Grave reporting with report designer (optional)
    • Administration and System Management
  • Interaction Feature Details
    • Full featured intelligent interaction routing based on business logic and agent-skills
    • Dynamic multimedia queuing for Voice, Email, SMS, and Web
    • Policy based interaction handling as per Customer segmentation/priority
    • Compression-enabled, multi-format voice recording for quality/monitoring
    • Best-in-class real-time Supervision and Administration features
    • Blended call management with integrated predictive, preview and progressive dialer
    • SMS/Email/Chat Interaction, Collaboration and alert Notifications
    • Actionable business intelligence with Cradle-to-grave reporting and report designer
    • Ticketing system for Customer support, Helpdesk and Technical Support
    • Quality Monitoring with SLA Management
    • Task and privilege management with time-based auto-escalation
    • Feedback management on ticket closure
    • Performance, quality and system management
    • Real-time Alert management for SLA, Performance and System Monitoring
  • The solution
    • STOCK TRADING: How it is done
  • Stock Broking/Trading Solution
    • Personalized team or account mapping for each customer
    • Multiple simultaneous interactions on the same phone with 2 or more extensions for an advisor
    • Missed call alert for all customers, with an ability to call back on number last called from (in case customers have multiple phones)
    • Customer list or view depending on various filters (priority, risk profile, stocks, etc)
    • Single click voice/Email/SMS broadcast alerts to specific customers depending on market events or behavior
  • Solution Overview Customers call on one number to speak to their advisor Ameyo determines the priority/rating of customer, and routes the call to advisor on specific extension, depending on customer & advisor profile
  • Solution Overview If the agent is on a call with HNI, call is either put in a queue, sent to 2 nd extension, or transferred to another advisor by the primary advisor
  • Advisor Interface Multiple simultaneous interactions with segmented customers Missed call alert with multiple customers touchpoints. Single click callback on number last called from Self monitoring, customer list management; Live queue view based on filters. NOT YOUR AVG CC CAPABILITY Options to choose specific customers (or a set) and perform an operation (like broadcasting) Specific CRM for the advisory process (can be customized or integrated)
  • Other Value Adding features
    • Personalized Self Service
      • Account details, transactions over IVR for routine stock buying/selling
      • Automated account updates (SMS/Email) depending on defined criteria
    • Interactive Voice Messaging
      • Broadcast calls to customers for stock updates or actions
      • Option to redirect to advisors in case of complex queries
    • Stage or Profile based interactions
      • SMS, Email or Voice depending on customer profile or behavior (E.g.: SMS for reminders, Voice for transactions, Emails for updates)
  • MOTILAL OSWAL SECURITIES A CASE study
  • MOSL (A Case Study) One of the largest Brokerage/Advisory companies in India
    • Needed complete automation for three processes
      • Advisory, Customer Care and Back-Office
      • Over 350 users on about 1000 channel extensions (30+PRIs)
      • Blended call management
    • Implementation of complete Customer Interaction Management
      • Custom communications flow as per business processes
      • Multiple extensions per advisor (upto 3) – Act as business logic
      • Missed call notification, automatic callback
      • Broadcast voice notifications
      • New features being explored by MOSL
    Winner of CNBC-NASSCOM IT user award* for intelligent use of technology (DACX Ameyo) to manage business processes *Source: http://www.motilaloswal.com/MediaStory.aspx?ArticleID=664b2988-8ea5-455d-907a-ab483654472c
  • Key Achievements
    • Implementation was lightning fast – no other vendor could match the time to market
    • Beat competition like Avaya/Aspect
    • Delivered innovative features that are not typical of a call centre solution
      • multi-extension, priority, missed call alert, queue view
    • Provided the solution at a very appealing cost to the client
    • Client witnessed increase in business within months
    • Client saw immediate increase in customer satisfaction
    "Customer Experience is of utmost importance in our business. We required a technology solution that could deliver good customer experience and help us attain our goal. We chose Drishti due to their competence and the way they moved to have in-depth understanding of our specific business requirements. The speed of execution from their end was superb. We are glad to have chosen Drishti“ Anuragi Raman Sr. Vice President (IT)
  • Benefits of choosing us
    • Standard Solutions
    • Multi-vendor solution
    • Not customized for Financial Services
      • Use workarounds to implement dial-n-trade
    • Multiple phone lines per dealer
      • can be handled via a tedious workaround
    • CRM gives pop-up
    • Team based routing
      • can be handled via workaround
    • Skill, priority and history based call routing
      • via limited ACD rules
    • Missed call reports:
      • only at the end of the day in a report
      • LOST OPPORTUNITY
      • Bad Impression
    • One-click call back
      • not available
    • IVR design possible
    • Support from international locations
    • Ameyo Advantage
    • CSingle Vendor with all-in-one solution
    • ustomized for Financial Services;
      • Closely maps business flow requirements
    • Multiple phone lines per dealer
      • fully integrated into system (upto 6 phones)
    • Talisma integrated into software
    • Team based routing
      • fully integrated into system
    • Skill, priority and history based call routing
      • Based on business rules.
      • Easy to use & fully integrated
    • Call queue and missed calls
      • Live customer queue visibility
      • Call pickup and missed call-back features
      • BUSINESS GAINED
    • One-click callback available
      • and a host of easy to use features
    • Drag and drop call flow designer
    • 24x7 local support with special packages
  • How we help your business?
    • We help you to maximize operational efficiency with automation
    • Ensure higher business productivity with better measures
    • Provide your customers with highest satisfaction
    We will provide you with a future ready platform that can empower you to manage all aspects of your business in a unified, consistent manner, thereby enabling you to reap the most benefits out of your technology infrastructure.
  •