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Presentation for international cc solution

  1. 1. Enterprise and Service Provider SOHO Contact Center |
  2. 2. Edge Why DACX™? DACX Overview
  3. 3. About us <ul><li>Creators of award-winning solutions for Contact Centers and Enterprises </li></ul><ul><ul><li>Patent pending platform & technologies </li></ul></ul><ul><ul><li>Packaged Solutions for CCs </li></ul></ul><ul><ul><li>Powering over 700 clients </li></ul></ul><ul><ul><li>Billions of calls processed </li></ul></ul><ul><ul><li>Thousands of active users and agents </li></ul></ul><ul><ul><li>Incredible Customer feedback </li></ul></ul><ul><ul><li>Diverse industry experience </li></ul></ul><ul><ul><li>100s of Outbound, Inbound & Blended processes </li></ul></ul><ul><ul><li>Quality teams across multiple geographies </li></ul></ul><ul><ul><li>Strong year-on-year growth </li></ul></ul>
  4. 4. Business differentiators <ul><li>Identified growth opportunity in burgeoning Contact Center & enterprise market & proactively going after it </li></ul><ul><ul><li>Complete, unparalleled solutions for every vertical </li></ul></ul><ul><li>Special business packages as per client’s needs </li></ul><ul><ul><li>Pick specific features and add incremental features as per requirement </li></ul></ul><ul><li>Only vendor in India who has built such a technology </li></ul><ul><ul><li>Competition only from Western vendors with minor regional presence in India </li></ul></ul><ul><li>Outstanding, innovative R&D & Sales teams from IITs/IIMs </li></ul><ul><ul><li>40% revenues invested in R&D operations and activities </li></ul></ul><ul><li>Great local direct support at an unbeatable cost </li></ul><ul><ul><li>Unlike US/Europe based companies who provide expensive support and have responsiveness issues </li></ul></ul>Only company to offer end-to-end solutions at unbeatable price-performance
  5. 5. Technology differentiators <ul><li>First to create a Softswitch-based architecture that supports multiple Softswitches on a single setup </li></ul><ul><li>MDA and SOA driven approach - Rapid development of new features and capabilities </li></ul><ul><li>Telco-grade solution: Carrier grade reliability & with unlimited scalability for future </li></ul><ul><li>Patent pending technology with proven propriety algorithms </li></ul><ul><li>Cost containment with COTS hardware, inbuilt reporting, CRM, Voice Logger </li></ul><ul><li>Leaders in VoIP and TDM: Perfected Hybrid Technology </li></ul>
  6. 6. Why us? No one knows Communications better than we do! Built from ground-up The architecture and core platform has been created from ground up using latest communications technology. DACX is extremely flexible and extensible because of its multi-switch setup. IP-based communications Miles ahead of our competition in terms of SIP and VoIP. Going ahead, it will be the eminent technology as it is far more economical and easier to manage. Also leaves room for convergence TDM & VoIP technology Successfully created a Hybrid Solution that delivers quality on TDM and VoIP and works seamlessly with both. This provides user with a migration path to the future
  7. 7. Client Base Installed base of Across Globe extremely happy Clients
  8. 8. Customers Quotes
  9. 9. Edge Why DACX™? DACX Overview
  10. 10. DACX Ameyo - The one stop shop for CCs <ul><li>All-in-one suite for Inbound, Outbound and Blended processes in CCs </li></ul><ul><li>IP-based scalable, extensible platform that curbs costs and increases automation </li></ul><ul><li>Innovatively packaged for businesses, processes and enterprises </li></ul><ul><li>Deployment flexibility for VoIP, and TDM based networks </li></ul>
  11. 11. Complete functionality Intelligent Routing Dynamic Queuing IVR with self service IP-PBX Blended Calling CTI with Screen Pop Multiple dialing modes (Predictive, Preview, Progressive, IVR) Advanced campaign management with filter dialing, multiple no. mgmt Compliance with Access templates, DNC, Exclusion, and policy based routing User mgmt with multiple role definition CTI with screen pop Supervision with confer, barge, snoop, transfer Disposition definition and mgmt Minute mgmt with multiple provider mgmt, PDD, ASR Inbuilt voice recorder Cradle-to-grave reporting Pre-integrated, Customizable CRM Pre-integrated Database Intelligent IP Telephony & VoIP handling
  12. 12. Deployment Snapshot
  13. 13. DACX™ Ameyo DACX™ Components <ul><li>Soft-Switch </li></ul><ul><li>Handles all external communication (Connectivity) </li></ul><ul><li>No proprietary H/W or S/W component </li></ul><ul><li>CRM </li></ul><ul><li>Can be customized to handle any process complexity </li></ul><ul><li>Source code of the same delivered to client </li></ul><ul><li>Can be integrated with an existing CRM system </li></ul><ul><li>Database </li></ul><ul><li>In standard form open source DB is used. Can be any DB because of open standards </li></ul><ul><li>DACX Application </li></ul><ul><li>Controls the complete system </li></ul><ul><li>Supports multiple campaigns and no limit on scalability </li></ul>Soft-Switch #1 CRM #1 DACX ACD DACX Application <ul><li>DACX ACD </li></ul><ul><li>Uses Core to provide ACD / IVR application </li></ul>Soft-Switch #2 Soft-Switch #n CRM #2 CRM #n Database
  14. 14. DACX Ameyo Inbound “ It is more costly to acquire a new customer than to retain an old one…” “ Shaving 5 seconds off can result in savings of hundreds of thousands of revenue per year…”
  15. 15. What is Inbound about? Wait times CSAT SLA Speed Self-Service Monitoring, Coaching IP-PBX, Intelligent routing, Dynamic queuing Personalized service, DNIS, Music on-hold High availability, Load balancing Unified presence, CTI, Callback, Transfer Customizable IVR call flows, nodes Barging, snooping, confer, transfer Compliance Voice Recording, Reports, DNC, Quality Productivity Callback, Hyper-Queues, Cross-sell, Up-sell
  16. 16. Customer Service Customer with specific query ACD & IVR connect customers to agents based on their skills and other attributes Self service for routine calls (accounting for more than 50% of calls) CSR group A with skill set A IVR after agent for assisted service IVR for self-service Account balance, payment Balance lookup and problem resolution ACD IVR
  17. 17. Call treatment Language Selection Fetch account details DOB authentication Pin authentication Account Retrieval <ul><li>Are you giving right options to your customers? </li></ul><ul><li>Are you providing authentication and personalized service? </li></ul><ul><li>Are you making them go around in IVR loops, increasing wait-time? </li></ul><ul><li>Can you track which loops are traversed most often, and optimize them? </li></ul><ul><li>Can you reduce agent load by creating better, configurable self-service? </li></ul><ul><li>Can you reduce staffing costs? </li></ul>Live Service to change a/c details Self-service to change a/c details I nvalid value – Where to go now? Personalized service with greeting, on-hold music
  18. 18. With DACX Ameyo <ul><li>You can do all this and more… </li></ul>
  19. 19. Ameyo Inbound Capabilities <ul><li>Complete call flows with IVR Designer </li></ul><ul><ul><li>Maximize self-service </li></ul></ul><ul><li>Focused assisted service </li></ul><ul><ul><li>Skill-based routing </li></ul></ul><ul><ul><li>Unlimited skill definition </li></ul></ul><ul><li>Multi-Channel interaction </li></ul><ul><ul><li>Voice, Chat, E-mail, SMS </li></ul></ul><ul><ul><li>Unified view of customer and agent information </li></ul></ul><ul><li>Reporting </li></ul><ul><ul><li>Cradle-to-grave reporting </li></ul></ul><ul><li>Call Queuing </li></ul><ul><ul><li>Priority Groups </li></ul></ul><ul><li>Voice Recording </li></ul><ul><ul><li>Automatic voice compression </li></ul></ul><ul><ul><li>Multiple format recording </li></ul></ul><ul><ul><li>Multimedia operations </li></ul></ul><ul><li>Callback </li></ul><ul><ul><li>Self-agent & Process callback </li></ul></ul><ul><ul><li>During peak times </li></ul></ul><ul><ul><li>Automate escalation </li></ul></ul>
  20. 20. Dynamic queuing and routing Specialized Queue for HNI clients IVR for routine queries Generic queues with load balancing <ul><li>Specialized resolution with DNIS, ANI based routing </li></ul><ul><li>Skill-based routing for faster resolutions </li></ul><ul><li>Full-featured IVR for generic queries </li></ul><ul><li>On-hold music, cross-sell, up-sell opportunities </li></ul><ul><li>Voicemail & Callback during peak time </li></ul><ul><li>Agent-to-customer mapping for faster resolution </li></ul><ul><li>Inter-user transfer for faster resolution </li></ul>Higher First Call Resolutions & Lower Wait Times John Doe, HNI Stock trading client Ajay Gupta, New Account Processing James Field, Credit Card processing Password retrieval Account details Stolen Credit Card
  21. 21. <ul><li>“ 80% of Drishti’s outbound customers double their capacity within six months of installing DACX” </li></ul><ul><li>Internal Survey </li></ul><ul><li>“ Lowering abandoned and dropped calls with Dynamic Call Pacing and Learnsys can cut costs, and improve productivity by over 300% over manual dialer.” </li></ul>DACX Ameyo Outbound
  22. 22. What is outbound about? Live connect rates Abandoned calls Unprofitable calls Automation Agent occupancy Monitoring, Coaching Predictive dialing, Dynamic Call Pacing Zero dead air, AMD, Policy Exclusion/DNC, List cleansing System mgmt, Unified screen, Callback Screen-pop, Call treatment, Transfer Barging, snooping, confer, transfer Communications costs Telephony management, LCR, PDD, ASR Compliance Voice Recording, Reports, DNC, Quality
  23. 23. Increase in Productivity Dynamic Call pacing Effective Talk Time (per hour) ‏ 60 Mins Drishti’s Predictive Dialer Other low cost dialers Idle agent time Talk time increased by lowering Dead Air 30 Mins 50 Mins 85% AMD Low Talk time High Talk time 15 Mins Manual Dialer 50% AMD with Hard Pacing Base Talk time
  24. 24. Increase is sales closure <ul><li>Increase live connects with Dynamic Learnsys TM Algorithm </li></ul><ul><ul><li>200% increase over 1:2 fixed call pacing </li></ul></ul><ul><ul><li>400% over manual dialing </li></ul></ul><ul><li>High AMD(85%+) for increased productivity </li></ul><ul><li>Busy signal recognition </li></ul>Connects only live calls to available agents and adjusts automatically with Dynamic call pacing Agents connected as per availability
  25. 25. Dynamic Call Pacing The unique Learnsys TM Algorithm of DACX TM learns nature of lead set and agent behavior to set the pacing to MINIMIZE IDLE TIME and MINIMIZE DROPPED and ABANDONED calls ! YES NO Monitoring Needed NO YES – AUTOMATIC Lead Specific HIGH LOW Minute usage per Lead Set MINIMUM Call Drop MINIMIZE ONLY ONE MINIMUM Idle Time NO YES Changes can be done online Fixed Pacing Dynamic Pacing Parameters YES NO Automatic Control
  26. 26. Dynamic Pacing vs. Fixed Pacing OPTIMAL: DYNAMIC PACING
  27. 27. Unified screen Multiple Campaign view Complete Agent view User & Campaign Summary Complete Customer View
  28. 28. Edge Why DACX™? DACX Overview
  29. 29. Innovative and Cutting-Edge Architecture <ul><li>Telco-grade reliability with unlimited scalability </li></ul><ul><li>Easy integration with most legacy device or application </li></ul><ul><ul><li>PBXs, Call Managers, Gateways, CRMs & Databases. </li></ul></ul><ul><li>Handles TDM & VoIP (SIP) with equal deft in the same setup </li></ul><ul><ul><li>E1/T1, PRI, Euro ISDN, IPLC </li></ul></ul><ul><ul><li>No extra components </li></ul></ul><ul><li>Seamless Scalability from tens to thousands of seats. </li></ul><ul><li>High Availability </li></ul><ul><ul><li>Ultra high uptime - No single point of failure </li></ul></ul><ul><li>State-of-the-art Algorithms (i.e. Call Pacing, Learnsys™)‏ </li></ul>Most dependable Interaction Management Solution for Contact Centers!
  30. 30. Superior management <ul><li>Basic workforce management </li></ul><ul><ul><li>Bird’s eye view of agents and campaigns </li></ul></ul><ul><ul><li>Centralized management of distributed workforce </li></ul></ul><ul><li>Quality Management </li></ul><ul><ul><li>Analysis and Monitoring Tools </li></ul></ul><ul><ul><li>More than 200 standard reports </li></ul></ul><ul><ul><li>Configurable reports </li></ul></ul><ul><ul><li>Voice recording </li></ul></ul><ul><li>CTI </li></ul><ul><ul><li>Pre-integration with database & CRM </li></ul></ul><ul><ul><li>Screen pop </li></ul></ul>
  31. 31. User-friendly solution <ul><li>Easy to learn for agents and supervisors </li></ul><ul><li>Complete customer and user view for IT/Admin </li></ul><ul><li>Easy to operate and maintain for IT </li></ul><ul><ul><li>No programming knowledge required </li></ul></ul><ul><li>Most operations on single window </li></ul><ul><ul><li>Functional Shortcuts, Menu buttons </li></ul></ul><ul><li>Cradle-to-grave reporting </li></ul><ul><ul><li>Component, performance, workforce, system reports </li></ul></ul><ul><li>Easy and fast data fetching </li></ul><ul><ul><li>Dynamic scripting </li></ul></ul><ul><ul><li>Real-time data </li></ul></ul><ul><ul><li>Integrated Knowledge base and CRM </li></ul></ul>
  32. 32. Unmatched ease of use <ul><li>Presence </li></ul><ul><ul><li>See the status of other users in real time </li></ul></ul><ul><li>Name-based transfer & confer </li></ul><ul><ul><li>No need to remember extensions/IDs </li></ul></ul><ul><ul><li>Simple click on the user’s name to perform operations </li></ul></ul><ul><li>High automation </li></ul><ul><ul><li>Auto-answer with beep, one touch transfer, dial, receive </li></ul></ul><ul><li>Single log-in screen for any user </li></ul><ul><li>Agent and extension “Mobility” </li></ul><ul><ul><li>No fixed extensions (agents can log on to workstations and phones at any location) </li></ul></ul>
  33. 33. <ul><li>Update of each Agent with their status and talk duration </li></ul><ul><li>An Agent cannot change his/her settings </li></ul><ul><li>Real-time monitoring </li></ul>Easy Supervision Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX DACX Features CLICK Voice Logs CLICK Forced Logout of Agent Call CLICK Forced Call Hang-up of Agent Call CLICK Forced Call Conference CLICK Call Barging (Taking over a call!) ‏ CLICK Call Snooping (Listening) ‏ Effort Job
  34. 34. Easy and effective Process Management Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX DACX Features DACX SETUP International Campaigns (IPLC, IP-VPN, SIP VoIP) ‏ DACX SETUP Domestic Campaigns (PRI) ‏ CLICK Conference Facility CLICK Call Transfer Facility DACX SETUP Different IVRS per Inbound Campaign - Call Pacing per Outbound Campaign CLICK Minute Assignment per Outbound Campaign CLICK Various Campaigns at the same time Effort Job - CLICK CLICK CLICK Blended Manual Outbound and Inbound Campaign Editing Campaign Deletion Campaign Addition
  35. 35. Robust Lead Management NO NO NO LOW NO YES YES (Only first time!) ‏ NO NO NO NO NO Minute Usage CLICK CLICK CLICK - CLICK - CLICK - - - CLICK - Effort Managed by DACX Time Zone Management Managed by DACX Multiple Leads Managed by DACX Lead Churning Managed by DACX Call Pacing DACX Features Job Managed by DACX (Specific to Countries!) ‏ 85% ± 5% (Maximum of 93% achieved!) ‏ DACX has default Agent Disposition! Managed by DACX Managed by DACX Managed by DACX <ul><li>DACX offers Two Ways </li></ul><ul><ul><li>File Based (Scrubbing) ‏ </li></ul></ul><ul><ul><li>Real-time Website Integration </li></ul></ul>Removed by DACX Invalid Numbers Mobile Barring Machine Detection Wrong Numbers Disconnected Numbers Incomplete Numbers Do Not Call (DNC) ‏ Duplicate Numbers
  36. 36. Low Total Cost of Ownership <ul><li>Pre-integrated CRM, Reporting & Analytics and database </li></ul><ul><ul><li>no investment on tools/applications required </li></ul></ul><ul><li>Use open-source components </li></ul><ul><ul><li>Linux, Asterisk, PostgreSQL, Mysql, Nagios </li></ul></ul><ul><li>Seamless support of IP Telephony </li></ul><ul><ul><li>IPLC/ TDM (E1 ISDN PRI). </li></ul></ul><ul><ul><li>SIP (VoIP)‏ </li></ul></ul><ul><li>Certified Industry Standard Server Machines </li></ul><ul><li>Lowest engineering & support costs </li></ul>With ease-of-use, low operation & maintenance costs and use of latest technology, Drishti can reduce yours hardware and OS costs by upto 70% Software & IP-based technology carefully architected to meet requirements of SMB call centers
  37. 37. The DACX™ Effect – High Return-on-Investment Best Value for money
  38. 38. DASH (DACX 24x7 Support Helpdesk) <ul><li>24*7 smart support </li></ul><ul><ul><li>Issue escalation </li></ul></ul><ul><ul><li>Multi-channel - Phone, Chat, E-mail </li></ul></ul><ul><li>Ticket ID generated within few minutes </li></ul><ul><li>Lowest resolution time </li></ul><ul><li>Drishti Ticketing System </li></ul><ul><ul><li>Brings accountability & responsiveness </li></ul></ul><ul><ul><li>Privilege-based view of all tickets </li></ul></ul>
  39. 39. Where we stand… Functionality Feature-set Extensibility Technology TDM based solution vendors Avaya Cisco Nortel Alcatel-Lucent Aspect Interactive Intelligence Cosmocom Drishti High functionality and high TCO low functionality and low TCO Total Cost of Ownership (License + infrastructure + training + maintenance) ‏ High functionality and low TCO
  40. 40. Parting notes… <ul><li>Unbeatable price-performance proposition to CCs of all sizes </li></ul><ul><li>Highly rated customer support </li></ul><ul><li>Effortless & seamless scaling up from tens to thousands of seats </li></ul><ul><li>Both CapEx and OpEx model </li></ul>If you have any low cost solution at your premises, you can cover your expenses within 1-2 months of installing DACX™ 80% of Our customer double capacity within a year after installing DACX™
  41. 41. Thank You Corporate Office Cohesive Technologies Pvt. Ltd. 97, IIIrd Floor, FIE, Patpargunj Ind. Area, Delhi – 110092 Board No. : 011 - 49400000 Branch Office: Bangalore I Chennai I Pune I Kolkata I Mumbai I Punjab ISO 9001-2008 certified Accr. no. MSYS 013