Automating customer experience is key for businesses. Customer experience now outweighs product and price as a brand differentiator. Knowlarity helps connect businesses to customers through cloud communication solutions like virtual phone numbers and call centers. These solutions improve customer experience metrics like reducing churn. Knowlarity is now expanding offerings with features like outbound calling, real-time analytics, and AI-powered assistants to further transform customer communication. The future of communication will leverage technologies like Alexa, advanced analytics, and artificial intelligence.

4. Automating
CUSTOMER EXPERIENCE
Leading Cloud Communications Provider In Emerging
Markets
Shantanu Mathur, Country
Head
@shantanum

5. Experience and
Net Promoter
Score.
IT’S ALL ABOUT

6. Revenue or Churn : Customer Experience is key !
Of consumers list bad CX
as one of the primary
reasons for churning -
KOLSKY
67% Of consumers would use a
company more frequently after
a positive CX
- NEWVOICE
50%
Of consumers will
never use a company
again after a negative
CX
- NEWVOICE
58%Of consumers are willing to
pay up to 25% more for a
better CX
- RIGHT NOW
86%
“By 2020, customer experience will overtake
product and price as the key brand differentiator”
- GARTNER

8. COMMUNICATION
The secret of human evolution

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. 82%
PENETRATION
35%
PENETRATION
Our region still chooses VOICE over internet

11. But Context & Connectivity are missing
A FEW REAL WORLD FACTS
of all purchase related conversions are within 1 hour of a web/mobile
search
55%
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. Customer experience is broken
REALLY
EXCITED
We connect to your systems and bring
context
We ensure all calls get answered
Knowlarity is excited about
fixing Customer to Business
communication

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

14. We then expanded our offerings to handle ALL
the needs for your business
Outbound
Calling
Reach out to
masses with
automated &
personalised 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
advanced features Missed
Call
Engage through
polling,
registrations etc. at
NO COST to the
customer

15. We are universally Integrated With Leading
CRM and
lead management systems

16. We have helped business across industries
improve CX
Digital Agencies
Virtual number has helped
in reducing marketing
spillover by 27% & help
them target right segment
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 outbound calling
solution
Travel
Secure number masking
communication channel has
made it safe & secure yet
gives full visibility to business
owners

17. 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.

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

19. Transformative Power of AI
in Business
Communications
Ajay Shrivastava
CTO, Knowlarity

20. Customer Communication Lifecycle

21. Previous Orbit: In-house call centre
Very costly in house setup
IT department needs to be installed
Software maintenance is business responsibility

22. Cloud Telephony
Hassle free telephony in cloud Cost
effective
Deeply integrated with Web CRMs
Current Orbit: Cloud Telephony

23. Real Time Analytics
Artificial Intelligence
The Next Orbit

24. Time of Introspect ..

25. Keywords spotting in calls
ASR - What customers are talking to your agents?
Searchable voice calls?

26. Personalised automated calls
TTS - Personalised contextual automated calls

27. Voice Based
IVRs
Bot understand and respond as humans.

28. Hot sync : Application <>
Telephony
Telephony triggers Web actions Web
controls Telephony
Tel www

29. Real Time - Business Insights and
Alerts

30. Thanks!