3. KEY CHALLENGES FOR BUSINESSES
Productivity
Enhancement
Cost
Optimization
Remote
Working
Ability to
Scale
Business
Continuity
Customer
Data Privacy
4. I N T R O D U C I N G
A smart, multimodal, multifunctional, flexible, scalable, secure and reliable
suite of cloud based communication solutions.
It is a sophisticated smartflo of digital connectivity, business intelligence and
productivity.
5. ANYTIME, ANYWHERE COMMUNICATION
● Allows business minds togo farther from their cubicles
● Frees employees from their desks
● Allows employees to communicate on the go
GET BUSINESS INTELLIGENCE
● Reports and analytics to track agent/project progress
● Call notes, live calls and data insights
● Voice-to-text, keyword mapping and sentiment analysis
REDUCE OPERATIONAL & CAPITAL COSTS
● No bulky infrastructure and storage, only cloud and phone
● Works across devices from landlines to smartphones
● No infrastructure and maintenance cost
ON-DEMAND SCALABILITY
● Ultraflexible, enables you to adapt quickly
● Works eciently in changing business conditions
ENTERPRISE GRADE SECURITY &RELIABILITY
● RESTful API features: Click2Call and number masking
● Business continuity with 99.5%uptime
● Customisableadmin portal and access rights
ENHANCED CUSTOMER EXPERIENCE
● Provides seamless and frictionless customer experience
● AI manages call routing with smart IVR menus
● Plug-n-Play API integrations with multiple applications
WHY SMARTFLO
7. HOSTED CONTACT CENTRE
Complete Call Center Operations Management suite
● Inbound and outbound, progressive and preview dialing
● Built-in CRM integrations for a seamless experience
● Sentiment analysis and word-cloud powered analytics
OUTBOUND MARKETING SOLUTIONS
Integrated Marketing platform for all Outbound Campaigns
● Voicemail transcription supported by text-to-speech personalized messages
● Customised campaign flow which can be fed back into IVRflows
● OBD prompts with DTMF inputs that can be coupled with API
integration to dip into any database
8. HOSTED CALL CONNECT
Complete virtual PBX environment
● Outbound and inbound calling with call patching
● User management with role based access
● API and webhook integration, detailed call logs and call
management dashboard
MULTI-LEVEL IVR
Outbound and inbound call management suite with customised routing
functions
● Sticky agent coupled with barging/whispering/transfer
● Using same pilot number for both outbound and inboundflows
● API and webhook integration with number masking for secure interactions
9. MISSED CALL SOLUTIONS
Never miss a call from your customers
● Bespoke IVR for missed calls
● Automated call backs and scheduled SMS
● Integrated email reports
CLICK2CALL SOLUTIONS
Integrated single click based communication for end customers
● Website and panel integration which can feed into the IVRflow
● OTP based calling and verification solution for agent call patching
● Number masking for customer privacy at all ends
10. HOW SMARTFLO MAKES IT EASY
Intelligent
CallRouting
Smart Call Flows
to Agent
Agent
Monitoring
Manage
Contacts
Sticky
Agent
Intelligent
Assistant
Privacy and
Protection
No Crank
Calls
Comprehensive
Dashboard
11. COVERING ALL SEGMENTS
IT & ITeS Retail Education Entertainment Logistics
E-commerce Automobile BFSI Healthcare Manufacturing
13. EDUCATION
BACKGROUND: A mid-sized company in the education
sector is facing following challenges:
●Inability to manage enquiries for new courses as
their sales and support staff is working remotely
●Inefficient manual fee collection system
HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:
● Virtual PBX enables intelligent call routing to relevant
staff on mobile/ landline numbers
● Click2Call Solution allows instant connection to subject
matter experts like teachers
●Missed Call Solution allows calendarized SMS
based reminders for fee collection
BFSI
BACKGROUND: A mid-sized non-life insurance
organization is facing following challenges:
●How to scale up leads?
●How to provide 24/7 customer service?
●How to ensure customer privacy when agents
work remotely?
HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:
●Hosted Call Connect allows efficient lead management
by way of intelligent call prioritizing, calendarized call
back, sticky agent feature, multiple and dynamic caller
IDs for better pickup rate
●Hosted Call Connect enables routing of calls to customer
care agents enabling anytime, anywhere communication
●Customer privacy is ensured by number masking
IT / ITES
BACKGROUND: A mid-sized BPO with 500 agents, working
across multiple processes, like customer service, lead
management, vendor on-boarding and document
verification is facing following challenges:
●How to scale up the business outcome across
multiple lead generation campaigns and customer
service processes?
●How to ensure security of customer data
while agents work from home?
HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:
● Hosted Contact Centre offers complete call center
operations management with features like blended queue
management, built-in CRM integrations, agent panel, call
barging, prioritizing call back, sticky agent, sentiment
analysis and detailed analytics and reporting
● AI manages call routing with smart IVR menus
●Customer privacy is ensured by number masking
14. HEALTHC ARE
E-COMMERCE
BACKGROUND: An e-commerce company with
operation in multiple cities is facing following
challenges:
●How to ensure customer preference
through engagement?
●How to manage and monitor communication
with customer delivery staff?
●How to ensure security of customer data?
HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:
●Management of COD (Cash On Delivery) basis the customer
preference with OBD/SMS-based trigger for customer
confirmation
●Hosted Contact Centre Solution can support their delivery
staff, registered vendors and suppliers by offering different
or single number
●Customer privacy ensured by number masking
BACKGROUND: Healthcare business model is
completely changed due to the pandemic and
therefore faces following challenges:
●How to enable regular consultation and
health check-up of patients with doctors?
●How to ensure security of staff and patients?
HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:
●Hosted Call Connect and IVR solution for healthcare can
connect doctors and patients in real-time. Doctors can get
details of caller's IVR inputs when they answer the call.
Calls can be tracked and analyzed
●It allows SMS-based patient feedback collection
●Missed Call Solution helps to generate an
automated reminder call to the patient 30 mins
prior to the appointment or report collection
LOGISTICS
BACKGROUND: Logistics is one of the fastest growing
industry in India and is facing following challenges:
●How to ensure timely delivery at correct address?
●How to manage end-to-end delivery operations and
ensure complete tracking?
●How to engage with end-customers and vendors with
data privacy assurance?
HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:
●Click2Call Solutions enables timely delivery and
end-to-end tracking
●Hosted Call Connect helps customers track delivery and
register complaints. OBD/ SMS facility ensures contact-less
delivery
●Number masking solution ensures security of customer
data and controls its visibility to drivers and delivery staff
15. SMARTFLO HOSTED CALL CONNECT
● Call patching with details of calling
agent, call duration, missed call, call
back and tracking
● Client number masking for agent
● ACD
● Standard IVR
● Encrypted communication
● CTA pop-ups
● Multi-campaigns
● Basic reports available
●Rs. 500 / channel / month
●Rs. 400 FCV @ 50p / min
SMARTFLO MULTI-LEVEL IVR
Smartflo Hosted Call Connect
● Multi-level IVR
● SMS integration
● API integration
● Dual Authentication for agent
● Web RTC
● Customised access to portal
● Agent status toggle
● Call list filters
● Customised reports with email
integration
●Rs. 700 / channel / month
●Rs. 600 FCV @ 30p / min
SMARTFLO HOSTED CONTACT CENTRE
Smartflo Multi-level IVR
● Text-to-speech
● Call barging and whispering
● Sticky agent
●Rs. 850 / channel / month
●Unlimited calling
SMARTFLO SOLUTION SUITE OPTIONS
16. CALL FLOWS FOR SOLUTIONS
INBOUND SOLUTIONS
● TFN multilevel IVR
● Virtual number
● CRM integration
● Extension based routing
● User input and
API integration
CLICK2CALL SOLUTIONS
● Click2Call from panel or website
● OTP based calling
● Number masking
● Outbound with call transfer to
agent and call patching
● COD verification
MISSED CALL SOLUTIONS
● SMS based services
● Missed call with outbound
integration
● Missed call with IVR flow
OBD SOLUTIONS
● DTMF based outbound
blasts
● Unlimited routing level
integration of outbound
and inbound flows
18. INBOUND -VIRTUAL NUMBER SOLUTION
BILLBOARDS
AGENT
LEAFLETS
CUSTOMER
WEBSITE
VIRTUAL NUMBER SMARTFLO SERVER CALL DATA
AGENT REPORTS
NEWSPAPER
19. WELCOME
GREETING
PLAYED
CUSTOMER TOLL-FREE NUMBER SMARTFLO SERVER
INBOUND SOLUTION WITH CRM INTEGRATION
CALLER PROVIDES
APPLICATION NUMBER
IVR PLAYS THE RESPONSE IN
“TEXT TO SPEECH” TO CALLER IN IVR
APPLICATION NUMBER PASSED TO CLIENT ERP
USING API RESPONSE FETCHED
20. EXTENSION 101
IVR PLAYS
A WELCOME
MESSAGE
CALLS ON VIRTUAL
NUMBER
CALL FORWARDED TO PARTICULAR
EXTENSION NUMBER EXTENSION 102
CUSTOMER VIRTUAL NUMBER SMARTFLO SERVER
EXTENSION 103
Date Time Call Number Status Extension Number Duration Recording
17 Aug 2020 03:01:45 PM +919845673824 Answered 2016 01:20 min Yes
EXTENSION BASED INBOUND SOLUTION
21. CUSTOMER
CALLS ON VIRTUAL NUMBER
WELCOME MESSAGE PLAYED AND IVR
ASKS FOR COUPON CODE
COUPON CODE SENT TO CLIENT DATABASE AND
THEN CLIENT AUTHENTICATES IT
VIRTUAL NUMBER
IVR CONTINUES IF THE
COUPON CODE IS CORRECT
INBOUND SOLUTION WITH USER INPUT AND API INTEGRATION
22. CLICK2CALL SOLUTION
CUSTOMER
SERVER INITIATES
OUTBOUND CALLS
VISITS WEBSITE AND REQUESTS
FOR A CALL BACK
AGENT PICKS
THE CALL
1ST
CALL
SMARTFLO SERVER 2ND
CALL BOTH CALLS ARE
PATCHED AND
COMMUNICATION
BEGINS
CUSTOMER PICKS
THE CALL
23. CLICK2CALL FROM PANEL OR WEBSITE
AGENT
OUTBOUND CALL
CAN BE INITIATED FROM
THE CLICK2CALL WIDGET
AVAILABLE ON
AGENT LOGIN INTERFACE
CUSTOMER
1ST
CALL
SELECT NUMBER
+ 9 1 1 2 3 4 5 6 7 8 9
SELECT AGENT
S A M A KS H
CUSTOMER NUMBER
+ 9 1 1 2 3 4 5 6 7 8 9
C A L L
2ND
CALL
24. AGENT
ENTER OTP
I AUTHORIZE TTBS TO CALL ME
FOR ANY SERVICE RELATED
CALLS ON MY ABOVE MOBILE
NUMBER
CUSTOMER REQUEST A CALL BACK SMARTFLO SERVER
RESEND OTP
CUSTOMER
CLICK2CALL WITH OTP SOLUTION
25. NUMBER MASKING SOLUTION
CUSTOMER
B2C SEGMENT
CUSTOMER
B2B SEGMENT
CUSTOMER VISITS WEBSITE AND
CALLS ON VIRTUAL NUMBER
VIRTUAL NUMBER 1
CALL FORWARDED
TO VENDOR
VENDOR 1
VENDOR 1
VENDOR 2
VIRTUAL NUMBER 1
VIRTUAL NUMBER 2
26. OUTBOUND SOLUTION WITH CALL TRANSFER TO AGENT & CALL PATCHING
PHONEBOOK IS UPLOADED
AND CALLS ARE SCHEDULED OUTBOUND CALL WILL BE INITIATED
OUTBOUND
CALL PANEL
SMARTFLO SERVER
IVR ASKS FOR
REQUIRED INPUT
REPORTING PANEL
AGENT
CALLER’S RESPONSE IS
UPDATED
27. PLACES ORDER ON WEBSITE & SELECTS COD OPTION OUTBOUND API TRIGGERED WITH PARAMETERS
ORDER ID, ORDER, AMOUNT
CUSTOMER
COD VERIFICATION SOLUTION
CUSTOMER’S INPUT IS PUSHED
TO CLIENT’S CRM
ORDER CONFIRMATION
28. MISSED CALL BASED SMS SOLUTION
CUSTOMER MISSED CALL NUMBER SMARTFLO SERVER
THANK YOU FOR CALLING,
YOU CAN DOWNLOAD THE APP BY
CLICKING ON THE LINK BELOW
CALLER’S NUMBER IS
PUSHED TO CLIENT’S CRM
GIVES MISSED CALL
CALL LANDS ON SERVER AND
UPDATED TO DATABASE
SENDS AN SMS TO
CALLER’S NUMBER
CUSTOMER CLICKS ON THE SMS AND IS
REDIRECTED TO GOOGLE PLAYSTORE OR IOS STORE
29. GIVES MISSED CALL
MISSED CALL BASED OUTBOUND SOLUTION
CUSTOMER MISSED CALL NUMBER SMARTFLO SERVER
IVR ASKS FOR THE
CUSTOMER INPUT TO
CONNECT
TO THE AGENT
OUTBOUND CALL INITIATED FROM SERVER TO CALLER’S NUMBER
CALL TRANSFERRED TO AGENT ON PRESSING A SPECIFIC KEY
AGENT
30. MISSED CALL BASED FOR IVR
CUSTOMER
AGENT PICKS
THE CALL
CALLS ON
SERVER
INITIATES
OUTBOUND
CALLS 1ST
CALL
VIRTUAL NUMBER SMARTFLO SERVER 2ND
CALL BOTH CALLS ARE
PATCHED AND
COMMUNICATION
BEGINS
CUSTOMER PICKS
THE CALL
31. Raja Gopal P: 9206776070, info@tatanet.in
C L O U D C O M M U N I C AT I O N S U I T E
C L O U D C O M M U N I C AT I O N S U I T E
