Presentation of educational vertical
- 1. Enterprise and Service ProviderSOHOContact Centerwww.cohtechnologies.com | [email protected]
- 2. www.cohtechnologies.com | [email protected] usLeading providers of Customer Interaction Management Solutions
- 4. Powering over 350 clients globally
- 5. Billions of calls processed and thousands of active users
- 6. 100s of Self-Help, Outbound, Inbound & Blended processes
- 7. Increasing global channel and customer footprint
- 8. Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia
- 9. Recognized by leading industry bodies
- 10. NASSCOM IT Innovation award winner (2008) for Market-facing innovation
- 11. IP Contact Center Technology Pioneer Award from TMCnet
- 12. Awarded best ACD, Outbound, Customer Supportin APAC by Contact Center World 2008.
- 13. Deloitte fastest 500 in Asia-Pac (2008)
- 14. Red Herring top 100 Finalistwww.cohtechnologies.com | [email protected]
- 16. Intouch
- 17. ELI Research
- 18. IMRB
- 21. D’Damas
- 22. GE Money
- 24. CESC (IVR)
- 25. HCL TechnologiesThe traditional way of doing thingsOperationsManage lead lists, track performance, workforce, systemsQualityKeep check on SLs, Quality, and interact with mgmt, opsIT and AdminManage systems, up-time, departments, informationMore complexity with multi-point approachHuman error and latency, - lower efficiencyHigh costs (AMC, Maintenance, Obsolescence)Prospects and customers are lost because of such inefficienciesInfrastructure backboneSales/Field OpsClose sales, coordinate with multiple departmentsBack-OfficeTelemarketing, customer support, tech supportRnD / EngineeringGather requirements, develop products, provide servicesLoose integration between componentsProcesses built around technology as opposed to vice versaCustomers
- 26. The new paradigm in CommunicationsHosted or On-premise Application Cloud; Single management windowEvery task can be executed by the system – No coordination problemsSoftware-based system can provide ANY functionality – Customizability and flexibilitySystem can be scaled up as workforce grows – No expensive vendor lock-insLeast maintenance overhead – All-in-one capabilities that can be managed centrallyAutomation: Software/IP-based systems take away the need for paperwork and human interventionFocus on business SLAs and not on technologyAll-in-one, multi-tenant technology provides each department with consistent information, while giving them the flexibility in terms of capabilitiesTechnology can be customized and configured for future requirements at business unit levels
- 27. Our InnovationDACX 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 CallbackDACX 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)InnovationsDACX 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 toolsTechnologyAll 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-ServicesMulti-packaged offering: Common code stream, but different functionalities and capabilities with privilege management ensures that the technology provided is built around the business processMulti-tenancy: Ideal for SaaS-based deployment with multiple departments (Single-site or Multi-site)Code Generation with MDA and “Nodeflow” approach: Auto-generation of code (such as UI and Web-Services API)
- 28. “Hardware is out, Software is in”Software and IP-based technology is future proof
- 29. Unlike Hardware-based or “boxed” solutions, IP/software based technology is extremely customizable and configurable, and has no shelf life
- 30. Can be scaled up seamlessly without heavy investments
- 31. Automation of business processes is crucial
- 32. No manual overheads, most tasks automated
- 33. Single “view and store” – same information is accessible and updatable by all (depending on roles/privileges)
- 35. No “one-size-fits-all” approach. Start small, build it over time, and reap the benefits
- 36. Business Packaging - Only pay for what you use.
- 37. Technology changes as organization changes
- 38. Business process mapping – your technology is built around your process, not vice versa.
- 39. Workflows can be “tweaked” as and when new business processes are introduced. Can be replicated easilyProvides technological flexibility for maximum workforce outputProvides speed and automation that impacts productivityProvides cost containment w/o compromising on tech.Provides business edge with high process efficiencies
- 40. Support and professional assistanceMultimedia – Chat, E-mail, Phone
- 45. Auto-escalation by the system
- 46. Complete tracking from anywhere via www.dacx.net
- 47. Feedback ManagementSingle portal for services and support that ensures high responsiveness, accountability and eliminates any delay in resolution because of finger-pointing or inefficient management
- 49. WLC (Weighan and Leigh College)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. Leading professional training provider
- 51. Over 40 locations across the country
- 52. Multiple Courses and Traineeship Programmes
- 53. Multi-media reach-out to present and prospective StudentsRequirement OverviewInteraction management (Customer Care and Telemarketing) with Voice, SMS, Email, Chat, Web
- 54. Toll Free Number
- 55. Bulk SMSs/Email
- 56. Premium service SMS handling
- 58. Multi-site, Multi-tenant system for over 10 sitesWLC Marketing CycleWLC 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.
- 59. Architecture
- 60. Highlights of solutionCustomer care with customized CRM and screen pop
- 61. While on call, agent can Email/ SMS
- 62. Full featured ACD/IVR for self and assisted service
- 64. SMS (premium service) handling with automated Callbacks
- 65. Email Response as well as marketing broadcast
- 67. Bulk SMS/ Email/ Voice broadcast
- 68. Quality control and supervision (on all interactions)Customer Care with Customized CRMOn resolution, a Phone/ SMS/ Email notification is sent to customer CallerA caller can contact the university via Toll Free number/ Premium SMS service/ Email/ Live ChatComplete Interaction Management with HelpdeskPhoneE-mailChatIVR (Self-Service)SMSWebAn agent gets a screen pop with the relevant details (as per the media)Helpdesk
- 69. Typical Interaction Flow – managed by ACD & IVRQuery via any channelExample:A student wants information regarding Courses offered and admissionsVarious Queues can be created as per university policyAdmissionsFinanceOperations
- 70. Case 1: IVR flow without database integrationAdmission DepartmentConnected to SME ASME ASME BSubject Matter Expert A >>Gets connected to student A (after #9 is pressed)Conveys admission Information/ eligibility information, but is not sure about scholarship eligibilityConferences with SME B who knows all about scholarshipsSME B talks to student while all three are in conferenceHangs up after all doubts are clarifiedStudent A >>Calls the university number and hears IVR optionsPresses #1 For general admission announcementsPresses #3 To know about the last submission datesPresses #4 to know about the Admission EligibilityHas a question. Presses #9 to speak to a customer rep
- 71. Case 2: IVR Callflow (with Integrated Database)Students call up to know last semester exam scores without talking to the agents or waiting in queuesStudent calls IVR number
- 72. System asks for language selection,
- 73. Authentication by Student ID, DoB
- 74. On success the IVR fetches details from database about exam scores
- 75. System plays the score for caller via TTSAuthenticationIVR ModuleIVR Module fetches information from DB
- 76. Web CallbackAgent connected to caller by the system automatically as soon as submit button is clickedName: Ankur SharmaPhone: 9818222222Query: Need information on admissionSystem calls the web visitor and connects agent to himHello Mr Sharma! We received a query regarding admissionsCustomer enters name, contact info and query on the website to request immediate callback from a specific department.
- 77. SMS triggered CallbackInstitute Name_Course Code/Query_Student’s Name SMS to a Premium Number On accepting, Agent is connected to caller by the system automaticallyHello Mr. (Student name)! How can I help you?Student sends an SMS to the university requesting information regarding a course or any general information.System pops up the SMS information and asks agent to proceed with call?
- 78. Live Web ChatChat module pops up and agents starts respondingWant to know about my scholarship status. Can you please check and let me knowYour scholarship has been approved. You’ll see it…Customer enters a message along with a querySystem pops the message to the chat rep who can answer the questions
- 79. Voice/SMS/Email broadcastingIVM 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 classStep 1: Calls initiated by the dialer+ACD (IVM) Module to student listStep 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)Step 3: Student hears the message related to exams1,2,3: Message played out
- 80. Supervisor interfaceThe customer details are visible in this area, so a supervisor can see who’s being servicesCSR and queue related information is shown in this panel, along with supervisory actions. Other tabs show important informationThe supervisor can see multiple campaigns in this view, and can select any campaign to see its details.
- 81. Unified view of all casesEmail based case management and monitoring tasksDetails of all open Emails along with the age, status, assigned person, criticality and feedback
- 82. Agent interface – With Email ticket ManagementThe customer service rep information is visible in this areaA transport-issue related ticket pops up in the CRM area with all the details as call comes inAll call setup and management operations (Transfer, confer, dispose, hold) can be performed here
- 83. Ameyo Interface (With Outbound CRM)Complete Call handling functions and agent/prospect information 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
- 84. ISO 9001-2008 certifiedAccr. no. MSYS 013Thank YouCorporate OfficeCohesive Technologies Pvt. Ltd.97, IIIrd Floor, FIE, Patpargunj Ind. Area, Delhi – 110092Board No. : 011 - 49400000Branch Office:Bangalore I Chennai I Pune I Kolkata I Mumbai I Punjab