Presentation of educational vertical


Published on

1 Comment
1 Like
  • WLCI College offeres one of the best business management course with the unique concept of earn while you learn.
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

Presentation of educational vertical

  1. 1. Enterprise and Service Provider<br />SOHO<br />Contact Center<br /> |<br />
  2. 2. |<br />About us<br /><ul><li>Leading providers of Customer Interaction Management Solutions
  3. 3. Patent Pending Technology
  4. 4. Powering over 350 clients globally
  5. 5. Billions of calls processed and thousands of active users
  6. 6. 100s of Self-Help, Outbound, Inbound & Blended processes
  7. 7. Increasing global channel and customer footprint
  8. 8. Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia
  9. 9. Recognized by leading industry bodies
  10. 10. NASSCOM IT Innovation award winner (2008) for Market-facing innovation
  11. 11. IP Contact Center Technology Pioneer Award from TMCnet
  12. 12. Awarded best ACD, Outbound, Customer Supportin APAC by Contact Center World 2008.
  13. 13. Deloitte fastest 500 in Asia-Pac (2008)
  14. 14. Red Herring top 100 Finalist</li></ul> |<br />
  15. 15. Valued Customers<br />Call Centres<br /><ul><li>Kochar
  16. 16. Intouch
  17. 17. ELI Research
  18. 18. IMRB
  19. 19. NIIT SmartServe</li></ul>Hosted Enterprises<br /><ul><li>Symbio
  20. 20. Novanet</li></ul>Enterprises<br /><ul><li>MotilalOswal
  21. 21. D’Damas
  22. 22. GE Money
  23. 23. LPU & WLC</li></ul>Telecom<br /><ul><li>Dhiraagu</li></ul>Applications/IVR<br /><ul><li>Bookmyshow
  24. 24. CESC (IVR)
  25. 25. HCL Technologies</li></li></ul><li>The traditional way of doing things<br />Operations<br />Manage lead lists, track performance, workforce, systems<br />Quality<br />Keep check on SLs, Quality, and interact with mgmt, ops<br />IT and Admin<br />Manage systems, up-time, departments, information<br />More complexity with multi-point approach<br />Human error and latency, - lower efficiency<br />High costs (AMC, Maintenance, Obsolescence)<br />Prospects and customers are lost because of such inefficiencies<br />Infrastructure backbone<br />Sales/Field Ops<br />Close sales, coordinate with multiple departments<br />Back-Office<br />Telemarketing, customer support, tech support<br />RnD / Engineering<br />Gather requirements, develop products, provide services<br />Loose integration between components<br />Processes built around technology as opposed to vice versa<br />Customers<br />
  26. 26. The new paradigm in Communications<br />Hosted or On-premise Application Cloud; Single management window<br />Every task can be executed by the system – No coordination problems<br />Software-based system can provide ANY functionality – Customizability and flexibility<br />System can be scaled up as workforce grows – No expensive vendor lock-ins<br />Least maintenance overhead – All-in-one capabilities that can be managed centrally<br />Automation: Software/IP-based systems take away the need for paperwork and human intervention<br />Focus on business SLAs and not on technology<br />All-in-one, multi-tenant technology provides each department with consistent information, while giving them the flexibility in terms of capabilities<br />Technology can be customized and configured for future requirements at business unit levels<br />
  27. 27. Our Innovation<br />DACX Ameyo is an all-in-one communications suite for contact centers and enterprises. Built on the latest concepts, it offers comprehensive capabilities in a software platform such as Outbound Dialer, IVR, ACD, IP-PBX, CTI, Voice Logger, Reporting, CRM, Web Callback<br />DACX Ameyo development platform: An innovative approach to enable rapid application development that reduces the the development time and deployment cost up to 80% via Model Driven Architecture (MDA)<br />Innovations<br />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<br />Technology<br />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<br />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<br />Multi-tenancy: Ideal for SaaS-based deployment with multiple departments (Single-site or Multi-site)<br />Code Generation with MDA and “Nodeflow” approach: Auto-generation of code (such as UI and Web-Services API)<br />
  28. 28. “Hardware is out, Software is in”<br /><ul><li>Software and IP-based technology is future proof
  29. 29. Unlike Hardware-based or “boxed” solutions, IP/software based technology is extremely customizable and configurable, and has no shelf life
  30. 30. Can be scaled up seamlessly without heavy investments
  31. 31. Automation of business processes is crucial
  32. 32. No manual overheads, most tasks automated
  33. 33. Single “view and store” – same information is accessible and updatable by all (depending on roles/privileges)
  34. 34. Think-Build-Grow Philosophy
  35. 35. No “one-size-fits-all” approach. Start small, build it over time, and reap the benefits
  36. 36. Business Packaging - Only pay for what you use.
  37. 37. Technology changes as organization changes
  38. 38. Business process mapping – your technology is built around your process, not vice versa.
  39. 39. Workflows can be “tweaked” as and when new business processes are introduced. Can be replicated easily</li></ul>Provides technological flexibility for maximum workforce output<br />Provides speed and automation that impacts productivity<br />Provides cost containment w/o compromising on tech.<br />Provides business edge with high process efficiencies<br />
  40. 40. Support and professional assistance<br /><ul><li>Multimedia – Chat, E-mail, Phone
  41. 41. Create, edit operations
  42. 42. Online ticketing system
  43. 43. Visibility of action
  44. 44. Logging and tracing
  45. 45. Auto-escalation by the system
  46. 46. Complete tracking from anywhere via
  47. 47. 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 />
  48. 48. Case Study<br />Education vertical<br />
  49. 49. WLC (Weighan and Leigh College)<br />WLCI offers Advanced and Professional level programmes in Business Economics, Advertising & Graphic Design, Fashion Technology and Media for undergraduate and graduate students. In addition to WLCI certificates, their students are awarded internationally recognized diploma by Weighan & Leigh College U.K. <br /><ul><li>Leading professional training provider
  50. 50. Established in 1996
  51. 51. Over 40 locations across the country
  52. 52. Multiple Courses and Traineeship Programmes
  53. 53. Multi-media reach-out to present and prospective Students</li></li></ul><li>Requirement Overview<br /><ul><li>Interaction management (Customer Care and Telemarketing) with Voice, SMS, Email, Chat, Web
  54. 54. Toll Free Number
  55. 55. Bulk SMSs/Email
  56. 56. Premium service SMS handling
  57. 57. CRM and Automation
  58. 58. Multi-site, Multi-tenant system for over 10 sites</li></li></ul><li>WLC Marketing Cycle<br />WLC markets through TV, Radio, Web and Print media and the prospects contact the institute via Toll Free Phone Numbers, Premium SMS Numbers published, Email, Web queries, as well as Live Chat Sessions. Besides these, CSR at WLC also reach out to present students and prospects via Voice, SMS and Email broadcast. <br />
  59. 59. Architecture<br />
  60. 60. Highlights of solution<br /><ul><li>Customer care with customized CRM and screen pop
  61. 61. While on call, agent can Email/ SMS
  62. 62. Full featured ACD/IVR for self and assisted service
  63. 63. Web queries response
  64. 64. SMS (premium service) handling with automated Callbacks
  65. 65. Email Response as well as marketing broadcast
  66. 66. Chat (interactive) sessions
  67. 67. Bulk SMS/ Email/ Voice broadcast
  68. 68. Quality control and supervision (on all interactions)</li></li></ul><li>Customer Care with Customized CRM<br />On resolution, a Phone/ SMS/ Email notification is sent to customer <br />Caller<br />A caller can contact the university via Toll Free number/ Premium SMS service/ Email/ Live Chat<br />Complete Interaction Management with Helpdesk<br />Phone<br />E-mail<br />Chat<br />IVR (Self-Service)<br />SMS<br />Web<br />An agent gets a screen pop with the relevant details (as per the media)<br />Helpdesk<br />
  69. 69. Typical Interaction Flow – managed by ACD & IVR<br />Query via any channel<br />Example:<br />A student wants information regarding Courses offered and admissions<br />Various Queues can be created as per university policy<br />Admissions<br />Finance<br />Operations<br />
  70. 70. Case 1: IVR flow without database integration<br />Admission Department<br />Connected to SME A<br />SME A<br />SME B<br />Subject Matter Expert A >><br />Gets connected to student A (after #9 is pressed)<br />Conveys admission Information/ eligibility information, but is not sure about scholarship eligibility<br />Conferences with SME B who knows all about scholarships<br />SME B talks to student while all three are in conference<br />Hangs up after all doubts are clarified<br />Student A >><br />Calls the university number and hears IVR options<br />Presses #1 For general admission announcements<br />Presses #3 To know about the last submission dates<br />Presses #4 to know about the Admission Eligibility<br />Has a question. Presses #9 to speak to a customer rep<br />
  71. 71. Case 2: IVR Callflow (with Integrated Database)<br />Students call up to know last semester exam scores without talking to the agents or waiting in queues<br /><ul><li>Student calls IVR number
  72. 72. System asks for language selection,
  73. 73. Authentication by Student ID, DoB
  74. 74. On success the IVR fetches details from database about exam scores
  75. 75. System plays the score for caller via TTS</li></ul>Authentication<br />IVR Module<br />IVR Module fetches information from DB<br />
  76. 76. Web Callback<br />Agent connected to caller by the system automatically as soon as submit button is clicked<br />Name: Ankur Sharma<br />Phone: 9818222222<br />Query: Need information on admission<br />System calls the web visitor and connects agent to him<br />Hello Mr Sharma! We received a query regarding admissions<br />Customer enters name, contact info and query on the website to request immediate callback from a specific department.<br />
  77. 77. SMS triggered Callback<br />Institute Name_Course Code/Query_Student’s Name SMS to a Premium Number <br />On accepting, Agent is connected to caller by the system automatically<br />Hello Mr. (Student name)! How can I help you?<br />Student sends an SMS to the university requesting information regarding a course or any general information.<br />System pops up the SMS information and asks agent to proceed with call?<br />
  78. 78. Live Web Chat<br />Chat module pops up and agents starts responding<br />Want to know about my scholarship status. Can you please check and let me know<br />Your scholarship has been approved. You’ll see it…<br />Customer enters a message along with a query<br />System pops the message to the chat rep who can answer the questions<br />
  79. 79. Voice/SMS/Email broadcasting<br />IVM Module throws broadcast Calls/SMS/Email to students/ faculty based on a rule. For example, change of exam can be communicated to students of a class<br />Step 1: Calls initiated by the dialer+ACD (IVM) Module to student list<br />Step 2: System plays the message to the student (E.g.: the exam time for the finance 101 exam has been changed to 4 p.m, on 29th July)<br />Step 3: Student hears the message related to exams<br />1,2,3: Message played out<br />
  80. 80. Supervisor interface<br />The customer details are visible in this area, so a supervisor can see who’s being services<br />CSR and queue related information is shown in this panel, along with supervisory actions. Other tabs show important information<br />The supervisor can see multiple campaigns in this view, and can select any campaign to see its details.<br />
  81. 81. Unified view of all cases<br />Email based case management and monitoring tasks<br />Details of all open Emails along with the age, status, assigned person, criticality and feedback<br />
  82. 82. Agent interface – With Email ticket Management<br />The customer service rep information is visible in this area<br />A transport-issue related ticket pops up in the CRM area with all the details as call comes in<br />All call setup and management operations (Transfer, confer, dispose, hold) can be performed here<br />
  83. 83. Ameyo Interface (With Outbound CRM)<br />Complete Call handling functions and agent/prospect information <br />Pre-intergrated Ameyo CRM with the Agent Workbench. Can also be replaced by another CRM/Knowledge Base. Also includes custom and routine dispositions, time management, Callbacks, etc<br />
  84. 84. ISO 9001-2008 certified<br />Accr. no. MSYS 013<br />Thank You<br />Corporate Office<br />Cohesive Technologies Pvt. Ltd.<br />97, IIIrd Floor, FIE, Patpargunj Ind. Area, Delhi – 110092<br />Board No. : 011 - 49400000<br />Branch Office:<br />Bangalore I Chennai I Pune I Kolkata I Mumbai I Punjab<br />