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    Presentation of aviation Presentation of aviation Presentation Transcript

    • Enterprise and Service Provider
      Contact Center
      www.cohtechnologies.com | info@cohtechnologies.com
    • Introduction
      Indigo Proposition
      Ameyo for Indigo
      Case Studies
    • About Us
      Leading providers of Customer Interaction Management Solutions
      • Patent Pending Technology
      • Powering over 400 clients globally
      • Billions of calls processed and thousands of active users
      • 100s of Self-Help, Outbound, Inbound & Blended processes
      Increasing global channel and customer footprint
      • Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia
      • Marketing, Engineering, and Award-winning Support units
      Recognized by leading industry bodies
      • NASSCOM IT Innovation award winner (2008) for Market-facing innovation
      • IP Contact Center Technology Pioneer Award from TMCnet
      • Awarded best ACD, Outbound, Customer Supportin APAC by Contact Center World 2008.
      • Deloitte fastest 500 in Asia-Pac (2008)
      • Red Herring top 100 Finalist
      • NASSCOM Emerge 50 – 2009
      Productivity |
    • Over 400 Valued Customers across Domains
      Call Centres
      • Kochar
      • Intouch
      • ELI Research
      • IMRB
      • NIIT SmartServe
      Hosted Enterprises
      • Symbio
      • Novanet
      • MotilalOswal
      • D’Damas
      • GE Money
      • LPU & WLC
      • Dhiraagu
      • Bookmyshow
      • CESC (IVR)
      • HCL Technologies
    • Philosophy
      The new paradigm in Enterprise Communications
      Helps builds new features faster in least time
      Software & IP-based technology
      • Software & IP-based technology is future proofUnlike Hardware-based or “boxed” solutions, IP/software based technology is extremely customizable and configurable.
      • Can be scaled up without heavy Capex and infrastructure investments.
      Business Process Automation
      • No manual overheads, most tasks automated
      • Single “view and store” – same information is accessible and updatable by all (depending on roles/privileges)
      • Business process mapping – your technology is built around your process, not vice versa.
      • Workflows can be “tweaked” as and when new business processes are introduced. Can be replicated easily
      Improved SLAs, FCRs through robust technology
      • Create and deploy new VAS faster for new offerings
      • Self-Help, Intelligent Routing, multimedia, and integrations
      • Single Management view of customer and business departments
      Provides speed and automation that impacts productivity
      Provides cost containment without compromising on technology
      Reduces Customer churn, increases ARPU, process efficiencies
      Increase profitability per customer with up-selling and cross-selling | Reduce cost incurred per customer with resource management | Improve customer experience with quality service | Reduce attrition with employee satisfaction
    • Technology
      IP-based software
      • Created from ground-up using propriety algorithms
      • Open standards like SIP (Session Initiation Protocol) and Web-Services.
      Multi-packaged offering
      • Common code stream, but different functionalities and capabilities with privilege management.
      • Ensuring technology provided is built around the business process.
      • Ideal for SaaS-based deployment.
      • Multiple departments (Single-site or Multi-site)
      Code Generation with MDA and “Nodeflow” approach
      • No “Shrink-wrap” approach; Auto-generation of code
      Ameyo development platform
      • An innovative approach.
      • Enables rapid application development.
      • Reduces the development time and deployment cost.
      Ameyo execution framework
      • Based on SOA and Distributed architecture
      • Linearly scalable.
      • Real time processing carrier grade aspects (high availability and central management)
      • Easy integration with third-party tools
      “Drishti is doing great job with constant innovations. Drishti offers better services and world-class support that has added value to our business” Sarfaraz Alam, N M Teleservices
    • AMEYO –The All-in-One Communication Suite
      Software based Technology
      • Java based server application.
      • Based on open standards (SIP, ISDN, XML, XMPP).
      • SOA & MDA based.
      • Benchmarked standard systems
      All-in-one pre-integrated solution
      • Feature rich
      • Inbuilt CRM, Voice-Logger, Reporting, ACD, IVR, Dialer, CTI, QM, CM tools
      • Tools to innovate and value-add to business
      Reliable | Scalable | Extensible | Future-Proof | Best ROI | Best Technology Partner
      Ameyo Communications Suite allows Enterprises to circumscribe their communications requirements into one integrated solution giving their customers a consistent experience throughout
    • AMEYO Award Winning 24X7 Support
      Online Ticketing System
      • Multimedia Support – Chat, E-mail, Phone
      • Create, edit operations
      • Visibility of action
      • Logging and tracing
      • Auto-escalation by the system
      • Complete tracking from anywhere via http://dca.drishti-soft.com
      • Feedback Management
      • Single Portal for Service & Support
      • High responsiveness and accountability
      • Eliminates delay
      Awarded best ACD, Outbound, Customer Support in APAC by Contact Center World 2008
    • Introduction
      Indigo Proposition
      Ameyo for Indigo
      Case Studies
    • Indigo – Existing Setup
      LAN Switch
      1. Customer calls in, call routed in to Phone-In IVR for flight queries, cancellation, booking.
      2. Customer response logged into the DCS and related updation and actionable's taken
      Phone In IVR
      3. Booking queries, routed through DCS to payment gateway via Atom IVR as a 3 way conference for security and privacy
      Agent Stations
      External Components
      Avaya Phones
      ATOM IVR
      4. 3rd party Payment gateway
      5. Web based queries, booking, cancellation, check in updated onto the central system and accorded due responses
      Payment Gateway
      Agent Stations
      Agent Stations
    • Indigo – Existing Setup Defects
      • Improper call management
      • Minimalist reporting activity
      • Ineffective agent performance measurement
      • Inefficient resource based allocation
      • Reduced customer focus
      • Resource wastage
      • Zero monitoring
      • Limited Voice Logging capability
    • Introduction
      Indigo Proposition
      Ameyo for Indigo
      Case Studies
    • Indigo Ameyo Integration (Phase 1)
      LAN Switch
      AMEYO CC Suite
      AMEYO CC Suite
      • Call Control
      • Call Monitoring
      • Call Management
      Phone In IVR
      Agent Stations
      External Components
      Avaya Phones
      ATOM IVR
      Agent Stations
      Payment Gateway
      Agent Stations
    • Indigo Ameyo Integration (Phase 1) Benefits
      • Effective call control and management
      • High level agent performance measurement
      • Effective resource based allocation
      • Collated customer focus
      • Resource optimization
      • Complete point to point voice logging
      • Birds eye view of telephony, agent, dialer and lead performance
      • Independent supervisor interfaces for Inbound & Outbound campaigns
      • Complete MIS management for device, voice log, services and systems
      Quality Monitoring
      • Graphical analysis of real-time and historical data
      • Real-time Alert management for SLA, Performance and System Monitoring
      • Call Barge/ Snoop/ Confer
      • Force Agent Logout
      • AHT, APR, CS Score to define KPIs
      • Quality tagging
      Cradle-to-grave Reporting
      • Generation of business-oriented comprehensive reports at Agent, Campaign, System and Resource levels
      • Over 200 Report Templates
      • Web-based access for remote users
      • Real-time and Historical Data Analysis
      • Automatic Maintenance and Backup Management
    • Indigo Ameyo Integration (Phase 2) IVR Solution
      LAN Switch
      AMEYO CC Suite
      IVRS by Drishti
      • IVR with Intelligent routing
      • Customer prioritization
      • Customizable IVR prompts
      • IVR integrated with database
      • Caller authentication
      • Auto-attendant with music on hold
      • Skill-based routing to direct your customers to the most appropriate agent
      Drishti IVR
      Agent Stations
      External Components
      Avaya Phones
      ATOM IVR
      Agent Stations
      Payment Gateway
      Agent Stations
    • Indigo Ameyo Integration (Phase 2) IVRS Benefits
      • Automatic Call Routing using DNIS & CRM Integration
      • Intelligent Routing of Multiple Applications
      • Call-Flow Designer
      • Run-time Change of Call Flow
      • Database Integration, DTMF Recognition and Generation
      • PBX Integration
      • Seamless working with T1, ISDN, E1 or analog lines
      • Text-to-Speech (TTS) ability
      • Automatic Speech Recognition (ASR) Integration
      • Scripting Capabilities
      • E-mail/SMS/Fax integration.
      • Multi-language Support
      • Call Conferencing
      • Remote Monitoring via GUI-based interface
      • 100% Blind Recording (with compression and multimedia operations)
      Key Features
      • Self-help service with TTS and ASR
      • IVR Node Flow Designer with Scripting Capabilities
      • Multi-language Support
      • E-mail/SMS/Fax Integration
      Advanced features
      • IVR Route Mapping of Customer
      • IVR Jump
      • Customizable IVR prompts
      • Agent Greetings
    • Indigo Ameyo Integration
      (Phase 3) MM Benefits
      • Ticketing System (Ameyo Care) with Escalation management
      • Email Queues (integrated with Voice/ SMS queues)
      • SLA Management
      • Email templates/Bulk Emails
      • Web queues
      • Escalation and SLA
      • Web Callback
      • Integration with web apps/Mashups
      • Bulk SMS
      • Customized SMS
      • Campaign & Media level exclusion
      Fax over IP
      Voice Broadcasting
    • Introduction
      Indigo Proposition
      Ameyo for Indigo
      Case Studies
    • Case: MotilalOswal
      One of the largest Brokerage/Advisory companies in India
      Needed complete automation for :
      • Advisory
      • Customer Care
      • Back-Office
      Implementation of complete Customer Interaction
      • Custom communications flow
      • Multiple extensions per advisor
      • Missed call notification & automatic callback
      • Broadcast voice notifications
      • Features like Dial-n-trade
      Highlights of Solution Implemented
      • Lightning fast deployment– no other vendor could match the time to market
      • Beat competition like Avaya/Aspect
      • Provided the solution at a very appealing cost to the client
      • Client witnessed increase in business and customer satisfaction
      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
      "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 RamanSr. Vice President (IT)
    • Case: Dhiraagu
      One of the largest Telecom companies in Maldives
      Business Requirement
      • Advanced IVRS with multi-language support
      • User skill management and priority-based customer handling
      • ACD wait time notifications and personalized greetings
      • Voice logging and live monitoring
      • Billing Information updates to the customers
      • System Automation and Backup
      Advanced customer care solution
      •  Complex call flows designed and implemented via node-flow designer
      • Agent Queue assignments for overflow management
      • Skill and context-based routing
      • Callback option selection for the customers and email notification of callbacks to the agents
      • Live wallboard for the campaign
      • Integration with 3rd party database
      • Automation of bill payments by integration of IVRS with billing system and web service based payment gateway
      Highlights of Solution Implemented
      •  Enabled business scalability
      • Flexible solution accommodating advanced customer care features
      • Over 20% increase in answered calls
    • Case: Department of Transport – Abu Dhabi
      Nodal agency to manage all the transport related functions for the city of Abu Dhabi
      • Nodal Agency for transport in Abu Dhabi
      • Managing bus, taxi transport
      • Need for a mass-reach information and ticketing system
      • Requirement for a simplified, cost-effective and relevant solution
      • Need for multi-channel modes of interactions
      Ticketing system for
      • Enquiry / Feedback
      • Grievance
      Key Features
      • IVR based self-service facility
      • Supporting email/sms/phone/web based communication
      • Ticketing based incident management with appropriate TAT and escalation system
      • Better Service delivery
      • Sound monitoring for improving SLA’s
      • Workforce effectiveness management
      • Track Incident Reports
      • Incident Type Driven Details
      • Assign Tasks and Work Orders
      • Track Complete History of Incident Until Completion
      • Provides the facility to ensure accurate Information for Reporting
      • Manage resources to ensure the right people are focused on the right things
    • Case: BookMyShow – Network 18
      India’s largest ticketing portal for films, concerts, shows
      Business Requirements
      • Automated Ticket Booking System through Single pan India number 39895050
      • Process Automation
      • Customizable IVR
      • Regional Movie Updates
      Solution Implemented
      • Dynamic IVR/ACD implemented with reporting and voice logging and inbuilt CTI
      • Integration with multiple systems like CRM, ASR, Database
      • Payment gateway integration
      • Transaction ID Generation & SMS Confirmation
      • Easy change of movies, shows in the IVR via a GUI-based interface
      • CLI-based routing for regional movie information
      “Drishti'sadvanced 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)
    • Case: Indian Market Research Bureau
      One of India’s largest Market Research Bureau
      • Runs Market Research & grievance cell processes
      • Initially on manual with Alcatel PBX
      • Wanted scalable CRM, with Quality (voice logging), Outbound
      • Started with 80 seats
      Key Highlights
      • Blended dialing
      • advanced number/ lead management
      • dynamic call pacing ratio
      • DNC Compliance
      • Internal DND & NDND exclusions
      • Integration with CATI
      • CTI with customized Pop-up CRM interface
      • Real-time quality monitoring with voice quality tagging
      • Expanded rapidly on the same technology infrastructure
      • over 200% growth in agent seats
      • Client very impressed with Drishti’s technology and recommends Drishti to other partners as well