Presentation of advisory solution


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Presentation of advisory solution

  1. 1. Enterprise and Service Provider SOHO Contact Center |
  2. 2. Automation Solutions for ADVISORY & TRADING
  3. 3. Agenda
  4. 4. Introduction - About Drishti <ul><li>Leading providers of Customer Interaction Management Solutions </li></ul><ul><ul><li>Only 6 year old company with impressive credentials </li></ul></ul><ul><ul><ul><li>Patent Pending Technology </li></ul></ul></ul><ul><ul><ul><li>Powering over 350 clients globally </li></ul></ul></ul><ul><ul><ul><li>Billions of calls processed and thousands of active users </li></ul></ul></ul><ul><ul><ul><li>100s of Self-Help, Outbound, Inbound & Blended processes </li></ul></ul></ul><ul><li>Focus on emerging economies. </li></ul><ul><ul><ul><li>Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia, United States </li></ul></ul></ul><ul><li>Recognized by leading industry bodies </li></ul><ul><ul><ul><li>Winner of NASSCOM innovation award (2008) </li></ul></ul></ul><ul><ul><ul><li>IP Contact Center Technology Pioneer Award from TMCnet </li></ul></ul></ul><ul><ul><ul><li>Awarded best ACD, Outbound, Customer Support in APAC by Contact Center World 2008. </li></ul></ul></ul><ul><ul><ul><li>Deloitte fastest 500 in Asia-Pac (2008) </li></ul></ul></ul><ul><ul><ul><li>Red Herring top 200 companies (in contention for top 100) </li></ul></ul></ul>
  5. 5. Our Innovation DACX Ameyo development platform : An innovative approach to enable rapid application development that reduces the development time and deployment cost up to 80% via Model Driven Architecture (MDA) DACX Ameyo execution framework : Based on SOA and Distributed architecture, execution framework is linearly scalable and takes care of the specific needs of communication applications - real time processing carrier grade aspects (high availability and central management), easy integration with third-party tools All IP-based software : The IP-based system is created from ground-up using propriety algorithms and open standards like SIP (Session Initiation Protocol) and Web-Services Multi-packaged offering : Common code stream, but different functionalities and capabilities with privilege management ensures that the technology provided is built around the business process Multi-tenancy : Ideal for SaaS-based deployment with multiple departments (Single-site or Multi-site) Code Generation with MDA and “Nodeflow” approach: No “Shrink-wrap” approach; Auto-generation of code (such as UI and Web-Services API)
  6. 6. Trading Advisory Industry Needs <ul><ul><li>Very specific business requirements/needs </li></ul></ul><ul><ul><ul><li>Often more than single extension for each advisor </li></ul></ul></ul><ul><ul><ul><li>Missed calls cannot be afforded </li></ul></ul></ul><ul><li>Different departments have different needs </li></ul><ul><ul><li>Advisory vs. Telesales vs. Back Office vs. “Punching” </li></ul></ul><ul><li>Customers need to be “bucketized” in terms of priority </li></ul><ul><ul><li>Based on business volumes with customers </li></ul></ul><ul><ul><li>Different levels of risk of customer migration - HNI (Very High Risk), Average (Mid), Low Priority (Low) </li></ul></ul><ul><li>Therefore, a need for Customer segmentation </li></ul><ul><li>Customer ratings to be devised and implemented </li></ul><ul><li>Custom SLAs for each type of customer </li></ul>HNI Mid Low <ul><ul><ul><li>Human errors and latency need to be eliminated or minimized via automation. They can cost business to trading companies </li></ul></ul></ul>
  7. 7. What needs to be done? <ul><li>Fluctuating call/media traffic impact needs to be dealt with </li></ul><ul><li>Lost opportunities and under utilization needs to be minimized </li></ul><ul><li>Quick call wrap ups and automation can speed up processing of interactions </li></ul>1 Call per Advisor Time Call Volume Opening Bell Closing Bell Lost Opportunity Under Utilization
  8. 8. Some problems identified <ul><li>Revenue Loss : no account of missed calls to plan capacity. Even if there is a way it’s a race against time, missed calls mean lost business and ultimately loss of client </li></ul><ul><li>Inefficiency : Advisor has to manage some mechanical tasks </li></ul><ul><ul><li>Searching for information, dialing numbers, checking missed calls on mobile etc </li></ul></ul><ul><ul><li>Costs time and cuts down productivity by upto 50% </li></ul></ul><ul><li>No unified view : Advisor does not have a single view to control interaction and look at client history / details </li></ul><ul><li>Customer Disconnect: Advisor cannot initiate innovative methods of communicating critical information to customers in the right time frame </li></ul>
  9. 9. How can technology help <ul><li>Enable Implement of business rules or policies designed for each type of customer </li></ul><ul><ul><li>Multiple simultaneous customer interactions for each advisor </li></ul></ul><ul><ul><li>Trading specific CRM customizations/Integrations </li></ul></ul><ul><li>Provide customized service to each segment </li></ul><ul><ul><li>Multimedia – SMS, Phone, Email, Chat </li></ul></ul><ul><li>Increase automation, reduce delays and errors </li></ul><ul><ul><li>Automated inbound/outbound calls/SMSs/Emails, Escalations, Auto-assignments, Custom interfaces or CRMs </li></ul></ul><ul><ul><li>Single screen view of customers filtered by specific criteria (Rating, Stocks, etc) </li></ul></ul><ul><li>Increase customer loyalty </li></ul><ul><ul><li>Automatic voice broadcasting with important information alerts (Stocks) </li></ul></ul><ul><ul><li>Missed call alerts with multiple number callback </li></ul></ul>
  11. 11. Our innovative offering - Ameyo <ul><li>A software solution with distributed architecture (reliable and scalable) </li></ul><ul><li>Customizable to the core for Specific Industry needs (extensible) </li></ul><ul><li>Feature rich solution is designed for high-end collaboration needs (future-proof) </li></ul><ul><li>Comes with a reasonable price tag, but tested and proven (best RoI) </li></ul><ul><li>Well implemented, awarded support structure (best technology partner) </li></ul>
  12. 12. Full Blown Interaction Capabilities <ul><li>Full featured ACD and IVR with multi-extension, multi-channel, multi-media routing and queuing </li></ul><ul><li>Outbound dialer with predictive, preview, progressive and rule-based capabilities. Powered by propreity Learnsys algorithm </li></ul><ul><li>CTI with screen pop and live customer details and single click disposition. Pre-integrated or custom CRM </li></ul><ul><li>Broadcast dialing (Optional) </li></ul><ul><li>Voice Logger with 100% blind recording and compression </li></ul><ul><li>Quality Monitoring with snoop, barge, confer. Agent scoring with voice log tagging </li></ul><ul><li>Cradle to Grave reporting with report designer (optional) </li></ul><ul><li>Administration and System Management </li></ul>
  13. 13. Interaction Feature Details <ul><li>Full featured intelligent interaction routing based on business logic and agent-skills </li></ul><ul><li>Dynamic multimedia queuing for Voice, Email, SMS, and Web </li></ul><ul><li>Policy based interaction handling as per Customer segmentation/priority </li></ul><ul><li>Compression-enabled, multi-format voice recording for quality/monitoring </li></ul><ul><li>Best-in-class real-time Supervision and Administration features </li></ul><ul><li>Blended call management with integrated predictive, preview and progressive dialer </li></ul><ul><li>SMS/Email/Chat Interaction, Collaboration and alert Notifications </li></ul><ul><li>Actionable business intelligence with Cradle-to-grave reporting and report designer </li></ul><ul><li>Ticketing system for Customer support, Helpdesk and Technical Support </li></ul><ul><li>Quality Monitoring with SLA Management </li></ul><ul><li>Task and privilege management with time-based auto-escalation </li></ul><ul><li>Feedback management on ticket closure </li></ul><ul><li>Performance, quality and system management </li></ul><ul><li>Real-time Alert management for SLA, Performance and System Monitoring </li></ul>
  14. 14. The solution <ul><li>STOCK TRADING: How it is done </li></ul>
  15. 15. Stock Broking/Trading Solution <ul><li>Personalized team or account mapping for each customer </li></ul><ul><li>Multiple simultaneous interactions on the same phone with 2 or more extensions for an advisor </li></ul><ul><li>Missed call alert for all customers, with an ability to call back on number last called from (in case customers have multiple phones) </li></ul><ul><li>Customer list or view depending on various filters (priority, risk profile, stocks, etc) </li></ul><ul><li>Single click voice/Email/SMS broadcast alerts to specific customers depending on market events or behavior </li></ul>
  16. 16. Solution Overview Customers call on one number to speak to their advisor Ameyo determines the priority/rating of customer, and routes the call to advisor on specific extension, depending on customer & advisor profile
  17. 17. Solution Overview If the agent is on a call with HNI, call is either put in a queue, sent to 2 nd extension, or transferred to another advisor by the primary advisor
  18. 18. Advisor Interface Multiple simultaneous interactions with segmented customers Missed call alert with multiple customers touchpoints. Single click callback on number last called from Self monitoring, customer list management; Live queue view based on filters. NOT YOUR AVG CC CAPABILITY Options to choose specific customers (or a set) and perform an operation (like broadcasting) Specific CRM for the advisory process (can be customized or integrated)
  19. 19. Other Value Adding features <ul><li>Personalized Self Service </li></ul><ul><ul><li>Account details, transactions over IVR for routine stock buying/selling </li></ul></ul><ul><ul><li>Automated account updates (SMS/Email) depending on defined criteria </li></ul></ul><ul><li>Interactive Voice Messaging </li></ul><ul><ul><li>Broadcast calls to customers for stock updates or actions </li></ul></ul><ul><ul><li>Option to redirect to advisors in case of complex queries </li></ul></ul><ul><li>Stage or Profile based interactions </li></ul><ul><ul><li>SMS, Email or Voice depending on customer profile or behavior (E.g.: SMS for reminders, Voice for transactions, Emails for updates) </li></ul></ul>
  21. 21. MOSL (A Case Study) One of the largest Brokerage/Advisory companies in India <ul><li>Needed complete automation for three processes </li></ul><ul><ul><li>Advisory, Customer Care and Back-Office </li></ul></ul><ul><ul><li>Over 350 users on about 1000 channel extensions (30+PRIs) </li></ul></ul><ul><ul><li>Blended call management </li></ul></ul><ul><li>Implementation of complete Customer Interaction Management </li></ul><ul><ul><li>Custom communications flow as per business processes </li></ul></ul><ul><ul><li>Multiple extensions per advisor (upto 3) – Act as business logic </li></ul></ul><ul><ul><li>Missed call notification, automatic callback </li></ul></ul><ul><ul><li>Broadcast voice notifications </li></ul></ul><ul><ul><li>New features being explored by MOSL </li></ul></ul>Winner of CNBC-NASSCOM IT user award* for intelligent use of technology (DACX Ameyo) to manage business processes *Source:
  22. 22. Key Achievements <ul><li>Implementation was lightning fast – no other vendor could match the time to market </li></ul><ul><li>Beat competition like Avaya/Aspect </li></ul><ul><li>Delivered innovative features that are not typical of a call centre solution </li></ul><ul><ul><li>multi-extension, priority, missed call alert, queue view </li></ul></ul><ul><li>Provided the solution at a very appealing cost to the client </li></ul><ul><li>Client witnessed increase in business within months </li></ul><ul><li>Client saw immediate increase in customer satisfaction </li></ul>&quot;Customer Experience is of utmost importance in our business. We required a technology solution that could deliver good customer experience and help us attain our goal. We chose Drishti due to their competence and the way they moved to have in-depth understanding of our specific business requirements. The speed of execution from their end was superb. We are glad to have chosen Drishti“ Anuragi Raman Sr. Vice President (IT)
  23. 23. Benefits of choosing us <ul><li>Standard Solutions </li></ul><ul><li>Multi-vendor solution </li></ul><ul><li>Not customized for Financial Services </li></ul><ul><ul><li>Use workarounds to implement dial-n-trade </li></ul></ul><ul><li>Multiple phone lines per dealer </li></ul><ul><ul><li>can be handled via a tedious workaround </li></ul></ul><ul><li>CRM gives pop-up </li></ul><ul><li>Team based routing </li></ul><ul><ul><li>can be handled via workaround </li></ul></ul><ul><li>Skill, priority and history based call routing </li></ul><ul><ul><li>via limited ACD rules </li></ul></ul><ul><li>Missed call reports: </li></ul><ul><ul><li>only at the end of the day in a report </li></ul></ul><ul><ul><li>LOST OPPORTUNITY </li></ul></ul><ul><ul><li>Bad Impression </li></ul></ul><ul><li>One-click call back </li></ul><ul><ul><li>not available </li></ul></ul><ul><li>IVR design possible </li></ul><ul><li>Support from international locations </li></ul><ul><li>Ameyo Advantage </li></ul><ul><li>CSingle Vendor with all-in-one solution </li></ul><ul><li>ustomized for Financial Services; </li></ul><ul><ul><li>Closely maps business flow requirements </li></ul></ul><ul><li>Multiple phone lines per dealer </li></ul><ul><ul><li>fully integrated into system (upto 6 phones) </li></ul></ul><ul><li>Talisma integrated into software </li></ul><ul><li>Team based routing </li></ul><ul><ul><li>fully integrated into system </li></ul></ul><ul><li>Skill, priority and history based call routing </li></ul><ul><ul><li>Based on business rules. </li></ul></ul><ul><ul><li>Easy to use & fully integrated </li></ul></ul><ul><li>Call queue and missed calls </li></ul><ul><ul><li>Live customer queue visibility </li></ul></ul><ul><ul><li>Call pickup and missed call-back features </li></ul></ul><ul><ul><li>BUSINESS GAINED </li></ul></ul><ul><li>One-click callback available </li></ul><ul><ul><li>and a host of easy to use features </li></ul></ul><ul><li>Drag and drop call flow designer </li></ul><ul><li>24x7 local support with special packages </li></ul>
  24. 24. How we help your business? <ul><li>We help you to maximize operational efficiency with automation </li></ul><ul><li>Ensure higher business productivity with better measures </li></ul><ul><li>Provide your customers with highest satisfaction </li></ul>We will provide you with a future ready platform that can empower you to manage all aspects of your business in a unified, consistent manner, thereby enabling you to reap the most benefits out of your technology infrastructure.