2011 Dqn Ameyo Presentation English

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DQN Ameyo Contact Center Solution

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  • Mapping : what customer doing ? IVR jump: press direct 9 to meet agent. IVR prompts : vietnam , english … ;
  • Same agent call attending: gap lai agent cu; call handing capabilities: ket noi truc tiep customer den agent theo lua chon phim.
  • Predivitve: call theo list. Progressive: biet goi ra cho ai. Agent-less … : outbound IVR: auto call, khach hang nhan 1,2 gap agent. Rule-based dialing: lam rule goi ra.t Dynamic call pacing: tuy chinh cuoc goi ra nhieu it, tuy theo agent busy nhieu hay it. AMD: busy tone, fax tone …Multi minute ..: chon duoc nhieu nha cung cap dien thoai de goi ra.(khong nhu di dong).
  • 100% blind ..: thu am toan bo noi dung .
  • Cradle-to-grave : report everything.
  • CTI: computer telephoney intergation.
  • Call barge/snoop…: listen to the call / superviso nghe agent noi chuyen khach hang ma KH va agent ko biet.Force agent logout: supervisor tu logout agent khi dag noi chuyen voi KH – realtime. A management information system (MIS) is a system that provides information needed to manage organizations effectively
  • Unified Messaging (or UM) is the integration of different electronic messaging and communicationsmedia (e-mail, SMS, Fax, voicemail, video messaging, etc.) technologies into a single interface, accessible from a variety of different devices
  • Manual and automatic churn and fletch…: giong report tinh trang cac so goi ra vd: bao nhieu so may ban, bao nhieu so goi duoc…. Nhung theo danh sach khach hang cu the.LEAD : calling database. Customer lead.
  • Online Ticketing System:
  • Value adding features: NIIT: MOSL:
  • Please complete the Agenda – it should have all items in excel sheet
  • 2011 Dqn Ameyo Presentation English

    1. 1. DQN Ameyo Contact Center<br />
    2. 2. About DQN<br />Leading providers of Unified Communication and Enterprise Applications<br /><ul><li>DQN is a leading open-platform based UC solutions provider in ASEAN
    3. 3. With a total experience of more than 15 years in the Telecom & IT industry
    4. 4. Management with a strong ASEAN industry knowledge & credentials
    5. 5. Strong presence in the ASEAN region
    6. 6. Powering over 800 clients across ASEAN
    7. 7. Exclusive distributor for leading UC solution manufacturers
    8. 8. DQN has its own best in the class data center(IDC) in Vietnam with over 300 CO line ports & over 8 E1’s
    9. 9. Marketing, Engineering, and Award-winning Support units</li></ul>Recognitions<br /><ul><li>MINISTRY OF COMMERCE & INDUSTRY GOLD award
    10. 10. winner (2008 & 2009) for Excellence in product & services</li></li></ul><li>Awards<br /><ul><li>Red Herring Asia Top 100 Tech Startup 2010 Winner
    11. 11. IT & ITES Business of the Year at Small Business Awards 2010
    12. 12. NASSCOM Innovation Awards 2008
    13. 13. IP Contact Center Technology Awards 2008
    14. 14. Member's Choice Award 2008
    15. 15. BPONews Best Contact Center Solution 2007</li></ul>Recognition<br /><ul><li>Red Herring Asia 100 Finalist
    16. 16. Deloitte Fast 500 Company in APAC
    17. 17. EMERGE 50 listing</li></li></ul><li>Ameyo – All-in-one Communication Suite<br /><ul><li>Software based Technology
    18. 18. Java based server application.
    19. 19. Based on open standards (SIP, ISDN, XML, XMPP).
    20. 20. SOA & MDA based for building intelligent & extensible applications.
    21. 21. Benchmarked standard systems & server machines for optimal performance & extensibility.
    22. 22. All-in-one pre-integrated solution
    23. 23. Feature rich
    24. 24. Inbuilt CRM, Voice-Logger, Reporting, ACD, IVR, Dialer, CTI, QM, CM tools & features.
    25. 25. Tools to innovate and value-add to business in a constant manner.</li></li></ul><li>IVRS – Interactive Voice Response System<br /><ul><li>Key Features
    26. 26. Self-help service with TTS and ASR
    27. 27. IVR Node Flow Designer with Scripting Capabilities
    28. 28. Multi-language Support
    29. 29. E-mail/SMS/Fax Integration
    30. 30. Advanced features of Ameyo IVR
    31. 31. IVR Route Mapping of Customer
    32. 32. IVR Jump
    33. 33. Customizable IVR prompts
    34. 34. Agent Greetings</li></ul>Create custom-call flows with a GUI based easy to use interface<br />A library of nodes provides for step by step creation of complex or simple call flows<br />
    35. 35. ACD– Automatic Call Distribution <br /><ul><li>Key Features
    36. 36. ANI/ DNIS based routing
    37. 37. Multiple Queues
    38. 38. Welcome greeting
    39. 39. Music-on-hold
    40. 40. Office hours configuration
    41. 41. Compliant with standard PBX, Media Gateways & Phones
    42. 42. ACD Reports
    43. 43. Advanced Features
    44. 44. Web access facilitating remote agent login
    45. 45. Skill-based Call Routing
    46. 46. Account-based routing
    47. 47. Priority, FIFO and preferred routing
    48. 48. Same agent call attending
    49. 49. Wait time notification
    50. 50. Pre-integrated with IVR to enable advanced call handling capabilities
    51. 51. Pre-integrated with CTI
    52. 52. Pre-integrated with Voice Logger enabling advanced custom reports
    53. 53. Calendar integration</li></li></ul><li>AmeyoDialer<br /><ul><li>Calling as per various algorithms
    54. 54. Predictive
    55. 55. Preview
    56. 56. Manual
    57. 57. Progressive
    58. 58. Agent-less (IVR) Dialing or Broadcast Dialing
    59. 59. Rule-based dialing
    60. 60. Advanced Features
    61. 61. Dynamic Call Pacing
    62. 62. Complete & Selective DNC Management
    63. 63. AMD
    64. 64. Compliance / Exclusion
    65. 65. Multiple Minute Providers Integration
    66. 66. Intelligent IP Telephony & VoIP handling
    67. 67. Callback Scheduling</li></li></ul><li>Voice Logger<br /><ul><li>Key Features
    68. 68. Pre-integrated Active Voice Logging
    69. 69. 100% Blind Recording
    70. 70. Multi-format Voice Recording
    71. 71. Automatic Compression and Archiving
    72. 72. Web-based Remote Access to Voice Logs
    73. 73. Advanced Features
    74. 74. Quality Monitoring
    75. 75. Multimedia Control
    76. 76. Supports mp3, VOX, ALAW formats
    77. 77. Extensible with mixer with Codec Plug-in Support </li></li></ul><li>Reporting<br /><ul><li>Cradle-to-grave Reporting
    78. 78. Generation of business-oriented comprehensive reports at Agent, Campaign, System and Resource levels
    79. 79. Over 200 Report Templates
    80. 80. Web-based access for remote users
    81. 81. Real-time and Historical Data Analysis
    82. 82. Automatic Maintenance and Backup Management
    83. 83. Report Designer Tools
    84. 84. Reportika - Advanced Report Designing Module
    85. 85. No need for in-depth knowledge of SQL
    86. 86. Configurable for multiple outputs for reports</li></li></ul><li>CRM & CTI<br /><ul><li>CRM
    87. 87. CRM integration with IVR & ACD to enable customer profiling
    88. 88. Integration with any third-party database, CRM or tool for smooth and seamless functioning
    89. 89. Web-Agent
    90. 90. CTI with pop-up agent workbench screen
    91. 91. Knowledgebase
    92. 92. Unified Customer Interface for call handling, Call disposition, Conferencing, N-way Call Transfer
    93. 93. Missed Call Alerts
    94. 94. Wallboard</li></li></ul><li>Supervision & Quality Monitoring<br /><ul><li>Supervision
    95. 95. Birds eye view of telephony, agent, dialer and lead performance
    96. 96. Independent supervisor interfaces for Inbound & Outbound campaigns
    97. 97. Complete MIS management for device, voice log, services and systems
    98. 98. Quality Monitoring
    99. 99. Graphical analysis of real-time and historical data
    100. 100. Real-time Alert management for SLA, Performance and System Monitoring
    101. 101. Call Barge/ Snoop/ Confer
    102. 102. Force Agent Logout
    103. 103. Average Handling Time, Agent performance, Customer Satisfaction Score to define KPIs
    104. 104. Quality tagging</li></li></ul><li>Unified Messaging<br />Email<br /><ul><li>Ticketing System (Ameyo Care) with Escalation management
    105. 105. Email Queues (integrated with Voice/ SMS queues)
    106. 106. SLA Management
    107. 107. Email templates/Bulk Emails</li></ul>Chat<br /><ul><li>Web queues
    108. 108. Escalation and SLA</li></ul>Web<br /><ul><li>Web Callback
    109. 109. Integration with web apps/Mashups</li></ul>SMS<br /><ul><li>Bulk SMS
    110. 110. Customized SMS
    111. 111. Campaign & Media level exclusion</li></ul>Fax over IP<br />Voice Broadcasting<br />
    112. 112. Inbound Capabilities<br />Customer Segmentation<br /><ul><li>Handle priority Calls first
    113. 113. Decide Customer Segmentation using 3rd party business logic</li></ul>ACD<br /><ul><li>LRU, Round Robin, Skill Based routing strategies
    114. 114. Queue Failover / Load balancing</li></ul>Voice Recording<br /><ul><li>Automatic voice compression
    115. 115. Multiple format recording
    116. 116. Filter Voice Logs by Agent / Queue / Disposition etc</li></ul>Quality Monitoring<br /><ul><li>Assign scores to calls based on configurable templates
    117. 117. Snoop, Barge, Whisper, Conference</li></ul>IVR<br /><ul><li>Advanced Call flows via Node flow designer
    118. 118. Out-of-Office, Holidays, Special messages, Queue Wait Time handling
    119. 119. Web Services or Database integration with 3rd party applications
    120. 120. Voicemail / Schedule Call backs from IVR itself</li></ul>Queue Monitoring<br /><ul><li>Real-time Queue Statistics / Agent Statistics
    121. 121. Interval based ACD reports
    122. 122. SLA monitoring
    123. 123. Assign Skills, Change queues in run-time</li></ul>CTI<br /><ul><li>Screen pop CRM Interface and knowledge base
    124. 124. Missed Calls notifications
    125. 125. Send SMS / Email via 3rd party integrations</li></li></ul><li>Outbound Capabilities<br />Multiple Dialing Modes<br /><ul><li>Predictive with Dynamic Call Pacing.
    126. 126. Progressive, Preview, Manual
    127. 127. Rule-based Dialing</li></ul>AMD<br /><ul><li>High Answering Machine and Detection
    128. 128. SIT, Fax Tones detection</li></ul>Campaign Management<br /><ul><li>Manage multiple campaigns
    129. 129. Single unified view of all campaigns</li></ul>Effective call management<br /><ul><li>Multiple numbers
    130. 130. Manual- and automatic number churn and fetch</li></ul>Leads Management<br /><ul><li>Retry numbers and timeout
    131. 131. Time zone wise calling with multiple numbers
    132. 132. PACE – Best Time to Call</li></ul>Exclusion and DNC<br /><ul><li>Do-not-call Compliance
    133. 133. Campaign & Media level exclusion</li></ul>Call-back<br /><ul><li>Same agent Call-back
    134. 134. Group Call-back</li></ul>Reporting<br /><ul><li>Agent and group Productivity
    135. 135. Sales and performance related</li></ul>CTI with screen pop<br /><ul><li>Integrated CRM</li></li></ul><li>Core Components of Ameyo<br />Ameyo Control Panel<br />Ameyo Application Server<br />Ameyo Call Server<br />Ameyo CRM<br />Ameyo Client<br />
    136. 136. Ameyo Server Components - Role of Ameyo Application Server<br /><ul><li>Ameyo Application Server is a Java based Server running on Linux (Centos / RHEL), which forms the core of the application execution.
    137. 137. It maintains the session status of all logged in users and configured contact centers and communication entities.
    138. 138. Application server decides all routing of interactions / priority / skills etc.
    139. 139. The server can run in a multitenant, distributed environment.</li></li></ul><li>Ameyo Server Components - Role of Ameyo Call Server<br /><ul><li>Ameyo Call Server is a fully functional soft-switch which has capability to handle SIP and TDM (E1 PRI) interfaces.
    140. 140. It maintains the Call Sessions and acts as a slave to the call-control component in Ameyo Application Server
    141. 141. Additionally Ameyo Call Server also does logging of all interactions in a non-blocking architecture.</li></li></ul><li>Ameyo Server Components - Role of Ameyo DB Server<br /><ul><li>Ameyo uses open source PostgreSQL Server and is compatible with IBM DB2.
    142. 142. There could be multiple such servers in a deployment.
    143. 143. The Database can run in a load balanced / clustered environment for scalability and high availability.</li></li></ul><li>Ameyo Server Components – Ameyo Mini CRM<br /><ul><li>Ameyo Mini CRM is a web-based application written in PHP that allows integration of Customer information popup with Ameyo.
    144. 144. This is customizable and source code of this application is shipped with the system.
    145. 145. This can be integrated with 3rd party Email / SMS systems.</li></li></ul><li>Ameyo Server Components – ACP – Ameyo Control Panel<br /><ul><li>Ameyo Control Panel is an administrative interface that monitors system health and allows backup and maintenance activity on all other Ameyo components.
    146. 146. ACP also provides a report / voice log download facility.</li></li></ul><li>Deployment Flexibility<br />Multiple options for connectivity and ultimate flexibility in deployment<br /><ul><li>Supports TDM / Sip
    147. 147. Supports single site / multi site / Home based agents
    148. 148. Supports multi-tenant hosted architecture</li></ul>Ameyo Server<br />
    149. 149. AMEYO - Support<br /><ul><li>Online Ticketing System
    150. 150. Multimedia – Chat, E-mail, Phone
    151. 151. Create, edit operations
    152. 152. Visibility of action
    153. 153. Logging and tracing
    154. 154. Auto-escalation by the system
    155. 155. Complete tracking from anywhere via www.dca.drishti-soft.com
    156. 156. Feedback Management</li></ul>Single portal for services and support that ensures high responsiveness, accountability and eliminates any delay in resolution because of finger-pointing or inefficient management<br />
    157. 157. Value Adding Features<br /><ul><li>Open to developing new features for specific verticals/applications
    158. 158. Have implemented and developed many for customers
    159. 159. Multiple extensions per agent, mapped to a single number [MOSL]
    160. 160. Escalations, prioritization based routing, queuing [MOSL]
    161. 161. Intelligent routing (Rule/policy-based, performance based) [Many]
    162. 162. Ex: Best performing agent to take majority of calls; HNI to be routed to best performing agents
    163. 163. Specific features at call management level [NIIT]
    164. 164. Missed call alert pop-up to all agents; Any agent can initiate a callback
    165. 165. Quality Monitoring [Many]
    166. 166. Voice log tagging with quality parameters
    167. 167. Agent voice prompts
    168. 168. Agents can record and play own voice when engaged with a customer; Reduces agent fatigue </li></li></ul><li>Over 800 Valued Customers across Domains<br />
    169. 169. AMEYO<br />Case Studies<br />
    170. 170. CASE STUDY – Air Mekong<br />One of the biggest regional airline in Vietnam<br /><ul><li>Business Requirement</li></ul> <br /><ul><li>System automation and backup
    171. 171. Advanced IVRS with multi-language support
    172. 172. User skill management and priority-based customer handling
    173. 173. ACD wait time notifications and personalized greetings
    174. 174. Voice logging and live monitoring
    175. 175. Ensuring the processes meet SLA
    176. 176. Process Automation 
    177. 177. Implementation of complete Customer Interaction Management  
    178. 178. Custom communications flow
    179. 179. Missed call notification & automatic callback
    180. 180. Broadcast voice notifications </li></ul> <br /><ul><li>Highlights of Solution Implemented</li></ul> <br /><ul><li>Drastic reduction in cost
    181. 181. Increase in productivity due to automation
    182. 182. Business growth by using telemarketing </li></li></ul><li>Case Study<br />Global Leader in Consumer Finance<br />Problem Areas with earlier system<br /><ul><li>Unstructured customer management system
    183. 183. Long wait times, and thus, high resolution times.
    184. 184. Required a completely automated solution.
    185. 185. To establish a Ticket Resolution System
    186. 186. Multi-channel communication like email, phone, SMS and FAX. </li></ul>Call management system implemented<br /><ul><li>Inbound customer support
    187. 187. Multi-channel (Email, SMS, Phone),
    188. 188. Reporting & Active Voice Logging
    189. 189. Integration with Ticket Request System (TRS)
    190. 190. Customized as per the client’s requirements</li></ul> Value Delivered<br /><ul><li> Low Wait times
    191. 191. Satisfied Customers
    192. 192. Better Customer Experience
    193. 193. Optimal Productivity</li></li></ul><li>CASE STUDY – Telco Sales and Collections<br />Largest Telco and BPO in Malaysia<br /><ul><li>Business Requirement</li></ul> <br /><ul><li>Automation of Telemarketing
    194. 194. Multi-Lingual Multi skills agents
    195. 195. Dashboards
    196. 196. Integration with Avaya PBX
    197. 197. Voice logging and live monitoring
    198. 198. ROI calculation for marketing</li></ul> <br /><ul><li>Advanced Telemarketing solution implemented</li></ul> <br /><ul><li>Over 200 Users on Ameyo
    199. 199. Multi-Lingual campaigns
    200. 200. Live wallboard for the campaign
    201. 201. Integration with 3rd party database / CRM
    202. 202. Avaya PBX integration using E1 / SIP Integration</li></ul> <br /><ul><li>Highlights of Solution Implemented</li></ul> <br /><ul><li>Drastic reduction in cost
    203. 203. Increase in productivity due to automation
    204. 204. Same solution being proposed in VADS Jakarta.</li></li></ul><li>Case Study– Telecom Operator<br />One of the largest Telecom companies in Maldives<br /><ul><li>Business Requirement</li></ul> <br /><ul><li>System automation and backup
    205. 205. Advanced IVRS with multi-language support
    206. 206. User skill management and priority-based customer handling
    207. 207. ACD wait time notifications and personalized greetings
    208. 208. Voice logging and live monitoring
    209. 209. Billing Information updates to the customers</li></ul> <br /><ul><li>Advanced customer care solution implemented</li></ul> <br /><ul><li>Complex call flows designed and implemented via node-flow designer
    210. 210. Agent Queue assignments for call overflow management
    211. 211. Skill and context-based routing
    212. 212. Callback option selection for the customers and email notification of callbacks to the agents
    213. 213. Live wallboard for the campaign
    214. 214. Integration with 3rd party database
    215. 215. Automation of bill payments by integration of IVRS with billing system and web service based payment gateway</li></ul> <br /><ul><li>Highlights of Solution Implemented</li></ul> <br /><ul><li>Enabled business scalability
    216. 216. Flexible solution accommodating advanced customer care features
    217. 217. Over 20% increase in answered calls</li></li></ul><li>Self Service – Book My Show<br />India’s largest ticketing portal for films, concerts, shows<br />Business Requirements<br /><ul><li>Automated Ticket Booking System through Single pan India number 39895050
    218. 218. Process Automation
    219. 219. Customizable IVR
    220. 220. Regional Movie Updates </li></ul>Solution Implemented<br /><ul><li>Dynamic IVR/ACD implemented with reporting and voice logging and inbuilt CTI
    221. 221. Integration with multiple systems like CRM, ASR, Database
    222. 222. Payment gateway integration
    223. 223. Transaction ID Generation & SMS Confirmation
    224. 224. Easy change of movies, shows in the IVR via a GUI-based interface
    225. 225. CLI-based routing for regional movie information</li></ul>“Drishti's advanced technology platform, Ameyo, proved to be just the right solution that could understand our workflow, and address the core issues in order to achieve process automation while lowering operational and transaction costs. We look forward to Drishti’s support in future too.”<br />Parikshit Dhar<br />Director (IT)<br />
    226. 226. How to start Thinking CIM Strategy – TAKE AWAY?<br />Implement Integrated tools and processes that give you measurements of your KPIs.<br />Use the Analysis to improve the process over time.<br />Analyze measurements to understand gaps and improvement areas <br />Continuous Improvement is only way to stay competitive.<br />
    227. 227. Thank You<br />DQN<br />S3-S4 D2 Street, Ward 25, BinhThanh District, Ho Chi Minh City, Vietnam.<br />Tel: +848-35126377<br />Fax: +848-35126164<br />http://www.dqn.vn<br />www.ameyosuite.com<br />info@dqn.vn<br />http://www.dqn.vn/en/demo.html<br />

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