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Presentation of helpdesk

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  • 1. Enterprise and Service Provider
    SOHO
    Contact Center
    www.cohtechnologies.com | info@cohtechnologies.com
  • 2. www.cohtechnologies.com | info@cohtechnologies.com
    About us
    • Creators of award-winning solutions for Contact Centers and Enterprises
    • 3. Patent pending platform & technologies
    • 4. Packaged Solutions for CCs
    • 5. Powering over 700 clients
    • 6. Billions of calls processed
    • 7. Thousands of active users and agents
    • 8. Incredible Customer feedback
    • 9. Diverse industry experience
    • 10. 100s of Outbound, Inbound & Blended processes
    • 11. Quality teams across multiple geographies
    • 12. Strong year-on-year growth
    www.cohtechnologies.com | info@cohtechnologies.com
  • 13. Few more details…
    Only Indian company to win TMCNet, Contact Center World and BPONews award
    Deloitte fastest 500, and Red Herring top 200 company in Asia
  • 14. Options for domestic Call Center
    Only reliable solutions that is standard in large domestic centers. Expensive, and limited in terms of functionality
    High end technology, Very high costs. Also costly professional but expensive support
    Aspect, Avaya (CCE)
    50k-1 lacs
    Avaya, Cisco
    Nortel
    Cost
    Drishti
    PBX-based solutions with
    Dialogic
    All-in-one solution, Local support, Award-winning, Patented technology
    5-10 k
    Low functionality, low cost, unmanaged support, hardware based
    Functionality
  • 15. The big gap
    • PBX, Hardware based
    • 16. Big players (Aspect, Nortel)
    • 17. Very cost effective, perhaps even free
    • 18. Boxed-approach with multiple components; defined shelf-life
    • 19. Hardware-based rigid, unintelligent systems
    • 20. Unmanaged or no support, impacting business
    • 21. Customizations are hard, if not impossible
    • 22. Not cost friendly – Expensive products and services
    • 23. International focused, not customized for Indian businesses
    • 24. Nortel/Avaya only offer PBX (no CTI) at very high costs
    • 25. Customizations cost prohibitively high for specific processes
    • 26. High replacement or upgrade costs; high support costs too
  • Bridging the gap
    • Hardware is out, Software is in
    • 27. No more separate boxes joined together in an ad-hoc manner; No dialogic
    • 28. All-in-one vs multi-vendor
    • 29. Single vendor - single point of contact; Better integration at core level
    • 30. Cost vs functionality trade-off
    • 31. Aspect/Avaya/Nortel - Good technology, but unreasonably expensive
    • 32. Dialogic based- Free or low-cost but ill-supported software full of issues
    • 33. Support structure
    • 34. Support crucial for business continuity, Downtime means lesser sales and losses
    Low margins in domestic call centers highlight the need to have best technology for a reasonable cost (of owning and maintaining tech.)
    Domestic CCs need to become profitable faster by reducing extra costs, and increasing productivity
  • 35. The right solution
    All-in-one DACX Ameyo
    • Comes with a reasonable price tag, but tested and proven
    • 36. All software: Can be upgraded, and updated; No shelf-life
    • 37. Intelligence at software level gives more control
    • 38. Well implemented, awarded support structure
    • 39. Flexibility with customizations and configurations
    Ask our customers who have migrated to Ameyo and seen drastic improvements within weeks
  • 40. A look at business
    Total Cost of Ownership = Technology + Infrastructure + Resources + Telephony
    Profitability ≈ Lower recurring costs + Higher Productivity + Process Efficiency
    Productivity + Process Efficiency ≈ Better Technology + Intelligent Management
  • 41. Why compromise on technology when it is no more than 10% of the total cost
    A cost overhead of 2-3% can yield results that can make or break business
  • 42. There’s a reason why this business falls under ITes (IT enabled services)
    • Because IT forms the heart of your systems and processes
    Think Automation.
  • 43. How our technology helps
    • Cut back time on managing systems and operations
    • 44. Higher automation and better mgmt reduces load on resources
    • 45. Feature rich solution with comprehensive call management
    • 46. All-in-one with CTI, Outbound, IVR, ACD, Reporting, CRM
    • 47. Customizations for the processes
    • 48. Customized Process-mapping at CRM and call flow level
    • 49. Professional services and support
    • 50. Local presence; Online ticketing system via E-mail, Chat, Phone
  • Support and professional assistance
    • Multimedia – Chat, E-mail, Phone
    • 51. Create, edit operations
    • 52. Online ticketing system
    • 53. Visibility of action
    • 54. Logging and tracing
    • 55. Auto-escalation by the system
    • 56. Complete tracking from anywhere via www.dacx.net
    • 57. 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
  • 58. The solution
  • 59. Some examples of our work
  • 60. On a telemarketing sales campaign, we guarantees a productivity improvement of atleast 30% over other low cost alternatives
    80%+ of our customers grow by over 100% year on year.
  • 61. ISO 9001-2008 certified
    Accr. no. MSYS 013
    Thank You
    Corporate Office
    Cohesive Technologies Pvt. Ltd.
    97, IIIrd Floor, FIE, Patpargunj Ind. Area, Delhi – 110092
    Board No. : 011 - 49400000
    Branch Office:
    Bangalore I Chennai I PuneI Kolkata I Mumbai I Punjab

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