The document discusses building a customer-centric business by focusing on customer retention. It notes that customer retention drives profitability, which can then be reinvested into research and development. Retaining customers is more profitable than acquiring new ones. The document also provides statistics showing that customers are willing to pay more for a superior customer experience and are loyal to companies that provide excellent customer service. It then discusses how communication technologies have evolved and the opportunities for innovation in cloud-based communication services.

1. Building your business with the customers
at the center of it !
CUSTOMER CENTRICITY
Prashanth H N,
Director Product Management
@honasagere

3. The most strategicthing you can do
Is to retainyour customers

4. Customer retention
Profitability
R&D
• Customer acquisition is loss making
• Retained Customers drive profitability
• Profits feed into R&D, differentiation and strategic advantages
SOME REAL FACTS
You make money when you retain customers
A positive customer experience is important in that
customers are savvy and have the power choose
between competing companies, which offer varying
levels of customer service from poor to excellent. In
fact, a study by White House Office of Consumer
Affairs found that 80% of U.S. consumers would
pay more for a product or service to ensure a
superior customer experience.
Avaya and BT Research conducted a
study in 2013 that revealed 44%of
consumers consider customer loyalty to
be a relic of the past.

5. Experience and
net-promoter-score.
}
IT’S ALL ABOUT

7. COMMUNICATION
The secret of human evolution

8. WE’VE COME A LONG WAY
From Two people talking
TO
Two worlds talking

9. INNOVATION IN COMMUNICATION
From FIRE to WIRE to CLOUD
As Cloud services demand continues to increase within the communications sector, as does new forms
of technology and within that, telephony. This drive towards Cloud will most likely lead to more
business productivity.

10. We still talk a lot
82% PENETRATION
35% PENETRATION

11. of all purchase related conversions are within 1 hour of a web/mobile search
Context & connectivity are missing
55%
A FEW REAL WORLD FACTS
of all customers want to speak to a real person and not go through an automated system
42%
Of all business calls go unattended leading to loss of leads and subsequently revenue
30%

12. We are excited about FIXING
Customer to Business communication
Consumer experience for mid-market is broken
REALLY EXCITED
Connect systems and bring context
Ensure all calls get answered

13. We started on this journey with
Super Receptionist
Dial 1
Welcome
Message
Call connected to
extension defined
by you
Dial 2
Calls your business phone
SMS + Email
Receive notification
Listen to call
Custom messages -
Advertise, Promote,
Product info, Support
etc.
Email
Customer
Sales
Voicemail

14. K-Broadcast
Reach out to masses
with automated lifelike
voice messages
Virtual Numbers
Click to Call
Connect INSTANTLY
with your customers
to boost conversion
rates on website
Know which marketing
channel is driving your
sales best
Call Center
Manage all your customer
calls like a PRO with
distributed teams
We have many “Speech based” solutions that help
businessesBoost CX
Missed Call
Engage through polling,
registrations etc. at NO
COST to the customer

15. We have helped business across industries
improve CX
Digital Agencies
Virtual number has helped in reducing
marketing spillover ny 27% & help
them target right segment
Travel
Secure number masking communication
channel has made it safe & secure yet gives
full visibility to business owners
E-commerce
30% boost in CSAT with contextual
& Deeply integrated customer
support center on the cloud
Education
30% jump in capturing student
applications by instantly connecting right
student with right counsellor
E-commerce
Reducing COD cancellations of
e-commerce companies by 80%
using K-broadcast

16. Communication: WHAT LIES AHEAD
Leveraging advanced
analytics to make the cloud
smarter
Artificial intelligence
powered analytics
platform
The next wave of
communication through Alexa,
Echo etc.

17. AND NOW THE FUTURE
Communication redefined
Amazon Alexa: Enabling customers to interact
with devices intuitively through voice
Google Now: An intelligent personal
assistant designed by Google

20. SPEECH
TEXT TO SPEECH
(TTS)
AUTOMATED SPEECH
RECOGNITION
(ASR)
Robo
calling
Reduce
Manual Task
Analyse the quality
of call automatically
Sentimental speech
analysis
Voice Communication with power of AI

21. Do you know what your customers are saying about
you?

23. STOP
Robo-like
Calling
Automated
Voice blast
with
near human
voice
quality

24. Case Study: NGO
Information to
everyone
● Information Available - Resources not
available
● Frustration with Long waiting or no
access to information
Technology powered Speech
Recognition + Text to speech to
deliver information 24 x 7

25. Prashanth H N | prashanth.hn@knowlarity.com
Thanks.

26. DATA SENT TO
KNOWLARITY’S CLOUD
CALL BLAST
READY WITH ALL
THE RESPECTIVE
DATA
COMPLETE
PROCESSING
OF DATA TO
MAKE CALLS
FEATURES
● Voice blast quality is near human voice
● Pitch control
● Whisper
● Multiple accents and languages
● Reduces No-show
APPLICATION AREAS
● Automated Reminders
● KYC Verification
● Appointment Booking
● OTP sharing
● Order confirmation
PARALLEL CALLS
ARE MADE TO
RESPECTIVE
CUSTOMERS WITH
CUSTOMISED
MESSAGE
Text to Speech [TTS]
DATA-BASE IS
UPLOADED WITH
NUMBERS AND
OTHER
DYNAMIC DATA

27. ASR: Keyword Search Output

28. ASR: Custom Report Output

29. Integrated across tools to give Single-Window
Experience
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