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
DQN Ameyo Contact Center<br />
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
With a total experience of more than 15 years in the Telecom & IT industry
Management with a strong ASEAN industry knowledge & credentials
PACE – Best Time to Call</li></ul>Exclusion and DNC<br /><ul><li>Do-not-call Compliance
Campaign & Media level exclusion</li></ul>Call-back<br /><ul><li>Same agent Call-back
Group Call-back</li></ul>Reporting<br /><ul><li>Agent and group Productivity
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 />
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.
It maintains the session status of all logged in users and configured contact centers and communication entities.
Application server decides all routing of interactions / priority / skills etc.
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.
It maintains the Call Sessions and acts as a slave to the call-control component in Ameyo Application Server
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.
There could be multiple such servers in a deployment.
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.
This is customizable and source code of this application is shipped with the system.
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.
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
Supports single site / multi site / Home based agents
Complete tracking from anywhere via www.dca.drishti-soft.com
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 />
Value Adding Features<br /><ul><li>Open to developing new features for specific verticals/applications
Have implemented and developed many for customers
Multiple extensions per agent, mapped to a single number [MOSL]
Escalations, prioritization based routing, queuing [MOSL]
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
Long wait times, and thus, high resolution times.
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
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
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
Agent Queue assignments for call overflow management
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
Flexible solution accommodating advanced customer care features
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
Easy change of movies, shows in the IVR via a GUI-based interface
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 />
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 />
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 />firstname.lastname@example.org<br />http://www.dqn.vn/en/demo.html<br />