1. Avhan Technologies Pvt. Ltd
Humanizing Technology
Redefining Customer Experience
Delivery
CLOUD Communication and Business
Process Framework
2. CLOUD Unified Communication - Customer Experience
Delivery Solutions
Platforms and Services for Contact Center Operations
Over 300+ Clients across Globe
Over 14 years Domain Knowledge
Application platforms for VAS providers
About Us
3. • Can easily deliver personalised
communication
• You need a framework to
integrate ALL Customer
communications
Social media to become Voice
and Video communication
channels and integral part of
Sales and Marketing
Digital is changing Customer behavior and expectations - Are you
ready?
4. New Channel for Customer
Communication has already
emerged
Video is Emerging…
Video to become defacto
standard
for all customer Interactions
Your CUSTOMERS are changing - Are you prepared ?
5. IVR
Recorder
QA
Reporting
Virtual Rep
Broadcasts
Web Form
/
Banner Ads
Missed Call
Toll Free
Click 2 Call
Call Back
Video Call
QR Code
Content Push
Video Push
Mailers
Sales
Marketing
HRFinance
Customer
support
Complain
t
Handling
Inbound Service to Sales
Outbound Sales & Service
Cross Sell & Up Sell Programs
IVR based Payment Processing
Data Capture
Multi Lingual Support
Market Research & Product Launc
Toll Free Customer Care
Non working hours handling
Subscription Renewal
Help-Desk Ticketing System
Field Force Management
Resource Management & Escalati
Online Recruitment Via A-view
Training Content push
Field Force Tracking
Auto Payment Reminder
Alert and Notification
Finance Application Integration
Field Force Management – GPS
Delivery Scheduling
Real-time Status Update
Mobile Application
Chat
SMS Email
Voice
Video
Social
LinkedIn
Facebook
Twitter
Google
Plus
Web RTC
Dashboard
Wallboards
Self Service Delivery
ACSDialer
ACD
Sales
Marketing
Service &
Support
Complaint
Management
Human
ResourceFinance
Fleet Mgmt.
/ Logistics
Unified ACD
6. Marketin
g
Sales
Operation
s
Customer
Service
HR
Financ
e
Business
Users
Business
Applications
Solution
Layer
Communicatio
n Layer
CRM ERP HRMS ACCOUNTING
Reporting
Layer
Analytical
Tools
BI Dashboards
On Premise Cloud
Public Cloud
Private Cloud
Typical Organization structure, different User groups
with varied business requirements
Unified Communication Channels:
Email, SMS, Click to Call, Web Form, Video, Social Media,
Chat
Web Services
Widgets
Socket Connectivity
Database Connectivity
API Based
Online
Integration
within
minutes !
ACS Widget +
Salesforce
ACS Widget +
Odoo
ACS Agent Toolbar +
Multilingual CRM +
Video
ACS Widget +
MS Dynamics
ACS -
Enterprises
8. Device Agnostic
Database Agnostic
App Sec Compliant
Multi – Lingual
Platform سالم Olá Hi ഹായ്
Support Multiple Time
Zones
IST, IT, EAT, UTC, AGT etc. Operating System
Agnostic
Virtualised Platform
Design for High
Availability
Supports Multiple
Telephony Hardware
Brand
GPS Integration
Supports Multiple
Regulatory
Compliance
ACS – Technology Differentiators create Business
Impact
Established player working across multiple countries and strategic partnerships
TCS – joint product development, business partnership for global opportunities – part of TCS innovation labs in multiple countries -
Business Requirements: Across the business verticals irrespective of any domain, every business have their own operational and functional departments like Marketing (campaign, promotions etc), Sales (lead generations to conversion), Operations, Customer Service (complaint management, customer feedback), Product Mgmt. BIU (business intelligence unit) and each department have their own business requirement in terms of software and applications.
Business Applications: To automate their business process every business use different business applications like CRM (customer relationship management), ERP (enterprise resource planning), Enterprise DB and Customer Enterprise Applications. These applications do not have communication capabilities and hence needs solution layer to reduce communication gap. These applications are API based and need Database Connectivity and Socket Connectivity with Active X Control and Web Services. Avhan have multiple implementations of ACS integrated with Sieble, Pivotal, SAP, BAAN and many more CRMs delivered globally.
Solutions Layer : Avhan Communication Server (ACS) when integrates with above applications provides unified capabilities. Avhan offers On Premises Solutions and Cloud Solutions covering Public Cloud – that’s public hosted service and Private Cloud – which is hosted at client site.
Communication Layer : ACS supports multiple medias like Email, SMS, Click to Call, Web Form, Video, Social Media and Chat. This communication layer is monitored by inbuilt reporting layer which helps in real time monitoring of various medias through analytical tools and business intelligent dashboards.
Avhan Communication Server is a Highly Scalable Solution
Horizontal Scalability – Keep on adding more apps like Chat, Email, IVR, Click to Call, Click to Chat
Vertical Scalability – Scalable with number of seats without changing the application
TPM (Telephony Processing Module) – Defines Hardware Logic
CPM (Call Processing Module) – Defines Business Logic
TPM and CPM together forms engine to run call center operations efficiently
App Sec Compliance Certification – Secured Application including Data Management Security
Supports Multi-tenancy
Highly Secured System with Payment Application Data Security Standard Certification
Distributed Architecture – Supports Hosted Operations across different Time Zones
Create multiple centers at different locations with multiple processes
Support Multiple media – Voice, VoIP (Support multiple Codecs), Chat, Email, SMS, Social Media
Flexibility to define process operations from multiple locations based on different geographies, and language skills
Call routing based on different predefined location – reduces cost
Supports hosted operations – Integrate with client applications at client sites
MPLS Connectivity enable Remote agent connectivity
