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Presentation of helpdesk


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Presentation of helpdesk

  1. 1. Enterprise and Service Provider<br />SOHO<br />Contact Center<br /> |<br />
  2. 2. |<br />About us<br /><ul><li>Creators of award-winning solutions for Contact Centers and Enterprises
  3. 3. Patent pending platform & technologies
  4. 4. Packaged Solutions for CCs
  5. 5. Powering over 700 clients
  6. 6. Billions of calls processed
  7. 7. Thousands of active users and agents
  8. 8. Incredible Customer feedback
  9. 9. Diverse industry experience
  10. 10. 100s of Outbound, Inbound & Blended processes
  11. 11. Quality teams across multiple geographies
  12. 12. Strong year-on-year growth </li></ul> |<br />
  13. 13. Few more details…<br /> Only Indian company to win TMCNet, Contact Center World and BPONews award<br />Deloitte fastest 500, and Red Herring top 200 company in Asia<br />
  14. 14. Options for domestic Call Center<br />Only reliable solutions that is standard in large domestic centers. Expensive, and limited in terms of functionality<br />High end technology, Very high costs. Also costly professional but expensive support<br />Aspect, Avaya (CCE)<br />50k-1 lacs<br />Avaya, Cisco<br />Nortel<br />Cost<br />Drishti<br />PBX-based solutions with<br />Dialogic<br />All-in-one solution, Local support, Award-winning, Patented technology<br />5-10 k<br />Low functionality, low cost, unmanaged support, hardware based<br />Functionality<br />
  15. 15. The big gap<br /><ul><li>PBX, Hardware based
  16. 16. Big players (Aspect, Nortel)
  17. 17. Very cost effective, perhaps even free
  18. 18. Boxed-approach with multiple components; defined shelf-life
  19. 19. Hardware-based rigid, unintelligent systems
  20. 20. Unmanaged or no support, impacting business
  21. 21. Customizations are hard, if not impossible
  22. 22. Not cost friendly – Expensive products and services
  23. 23. International focused, not customized for Indian businesses
  24. 24. Nortel/Avaya only offer PBX (no CTI) at very high costs
  25. 25. Customizations cost prohibitively high for specific processes
  26. 26. High replacement or upgrade costs; high support costs too</li></li></ul><li>Bridging the gap<br /><ul><li>Hardware is out, Software is in
  27. 27. No more separate boxes joined together in an ad-hoc manner; No dialogic
  28. 28. All-in-one vs multi-vendor
  29. 29. Single vendor - single point of contact; Better integration at core level
  30. 30. Cost vs functionality trade-off
  31. 31. Aspect/Avaya/Nortel - Good technology, but unreasonably expensive
  32. 32. Dialogic based- Free or low-cost but ill-supported software full of issues
  33. 33. Support structure
  34. 34. Support crucial for business continuity, Downtime means lesser sales and losses</li></ul>Low margins in domestic call centers highlight the need to have best technology for a reasonable cost (of owning and maintaining tech.)<br />Domestic CCs need to become profitable faster by reducing extra costs, and increasing productivity<br />
  35. 35. The right solution<br />All-in-one DACX Ameyo<br /><ul><li>Comes with a reasonable price tag, but tested and proven
  36. 36. All software: Can be upgraded, and updated; No shelf-life
  37. 37. Intelligence at software level gives more control
  38. 38. Well implemented, awarded support structure
  39. 39. Flexibility with customizations and configurations</li></ul>Ask our customers who have migrated to Ameyo and seen drastic improvements within weeks<br />
  40. 40. A look at business<br />Total Cost of Ownership = Technology + Infrastructure + Resources + Telephony<br />Profitability ≈ Lower recurring costs + Higher Productivity + Process Efficiency<br />Productivity + Process Efficiency ≈ Better Technology + Intelligent Management<br />
  41. 41. Why compromise on technology when it is no more than 10% of the total cost<br />A cost overhead of 2-3% can yield results that can make or break business<br />
  42. 42. There’s a reason why this business falls under ITes (IT enabled services)<br /><ul><li>Because IT forms the heart of your systems and processes</li></ul>Think Automation.<br />
  43. 43. How our technology helps<br /><ul><li>Cut back time on managing systems and operations
  44. 44. Higher automation and better mgmt reduces load on resources
  45. 45. Feature rich solution with comprehensive call management
  46. 46. All-in-one with CTI, Outbound, IVR, ACD, Reporting, CRM
  47. 47. Customizations for the processes
  48. 48. Customized Process-mapping at CRM and call flow level
  49. 49. Professional services and support
  50. 50. Local presence; Online ticketing system via E-mail, Chat, Phone</li></li></ul><li>Support and professional assistance<br /><ul><li>Multimedia – Chat, E-mail, Phone
  51. 51. Create, edit operations
  52. 52. Online ticketing system
  53. 53. Visibility of action
  54. 54. Logging and tracing
  55. 55. Auto-escalation by the system
  56. 56. Complete tracking from anywhere via
  57. 57. 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 />
  58. 58. The solution<br />
  59. 59. Some examples of our work<br />
  60. 60. On a telemarketing sales campaign, we guarantees a productivity improvement of atleast 30% over other low cost alternatives<br />80%+ of our customers grow by over 100% year on year.<br />
  61. 61. 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 PuneI Kolkata I Mumbai I Punjab<br />