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- 1. Enterprise and Service ProviderSOHOContact Centerwww.cohtechnologies.com | [email protected]
- 2. IntroductionIndigo PropositionAmeyo for IndigoCase Studies
- 3. About UsLeading providers of Customer Interaction Management SolutionsPatent Pending Technology
- 4. Powering over 400 clients globally
- 5. Billions of calls processed and thousands of active users
- 6. 100s of Self-Help, Outbound, Inbound & Blended processesIncreasing global channel and customer footprintPresence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia
- 7. Marketing, Engineering, and Award-winning Support unitsRecognized by leading industry bodiesNASSCOM IT Innovation award winner (2008) for Market-facing innovation
- 8. IP Contact Center Technology Pioneer Award from TMCnet
- 9. Awarded best ACD, Outbound, Customer Supportin APAC by Contact Center World 2008.
- 10. Deloitte fastest 500 in Asia-Pac (2008)
- 11. Red Herring top 100 Finalist
- 12. NASSCOM Emerge 50 – 2009Productivity |
- 13. Over 400 Valued Customers across DomainsCall CentresKochar
- 14. Intouch
- 15. ELI Research
- 16. IMRB
- 19. D’Damas
- 20. GE Money
- 22. CESC (IVR)
- 23. HCL TechnologiesPhilosophyThe new paradigm in Enterprise CommunicationsHelps builds new features faster in least timeSoftware & IP-based technologySoftware & IP-based technology is future proofUnlike Hardware-based or “boxed” solutions, IP/software based technology is extremely customizable and configurable.
- 24. Can be scaled up without heavy Capex and infrastructure investments.Business Process Automation No manual overheads, most tasks automated
- 25. Single “view and store” – same information is accessible and updatable by all (depending on roles/privileges)
- 26. Business process mapping – your technology is built around your process, not vice versa.
- 27. Workflows can be “tweaked” as and when new business processes are introduced. Can be replicated easilyImproved SLAs, FCRs through robust technology Create and deploy new VAS faster for new offerings
- 28. Self-Help, Intelligent Routing, multimedia, and integrations
- 29. Single Management view of customer and business departmentsProvides speed and automation that impacts productivityProvides cost containment without compromising on technologyReduces Customer churn, increases ARPU, process efficienciesIncrease profitability per customer with up-selling and cross-selling | Reduce cost incurred per customer with resource management | Improve customer experience with quality service | Reduce attrition with employee satisfaction
- 30. TechnologyTechnologyIP-based software Created from ground-up using propriety algorithms
- 31. Open standards like SIP (Session Initiation Protocol) and Web-Services.Multi-packaged offeringCommon code stream, but different functionalities and capabilities with privilege management.
- 32. Ensuring technology provided is built around the business process.Multi-tenancy Ideal for SaaS-based deployment.
- 33. Multiple departments (Single-site or Multi-site)Code Generation with MDA and “Nodeflow” approach No “Shrink-wrap” approach; Auto-generation of codeInnovationsAmeyo development platform An innovative approach.
- 34. Enables rapid application development.
- 35. Reduces the development time and deployment cost.Ameyo execution framework Based on SOA and Distributed architecture
- 37. Real time processing carrier grade aspects (high availability and central management)
- 38. Easy integration with third-party tools“Drishti is doing great job with constant innovations. Drishti offers better services and world-class support that has added value to our business” Sarfaraz Alam, N M Teleservices
- 39. AMEYO –The All-in-One Communication SuiteSoftware based TechnologyJava based server application.
- 40. Based on open standards (SIP, ISDN, XML, XMPP).
- 41. SOA & MDA based.
- 42. Benchmarked standard systemsAll-in-one pre-integrated solutionFeature rich
- 43. Inbuilt CRM, Voice-Logger, Reporting, ACD, IVR, Dialer, CTI, QM, CM tools
- 44. Tools to innovate and value-add to businessReliable | Scalable | Extensible | Future-Proof | Best ROI | Best Technology Partner Ameyo Communications Suite allows Enterprises to circumscribe their communications requirements into one integrated solution giving their customers a consistent experience throughout
- 45. AMEYO Award Winning 24X7 SupportOnline Ticketing SystemMultimedia Support – Chat, E-mail, Phone
- 49. Auto-escalation by the system
- 50. Complete tracking from anywhere via http://dca.drishti-soft.com
- 52. Single Portal for Service & Support
- 53. High responsiveness and accountability
- 54. Eliminates delayAwarded best ACD, Outbound, Customer Support in APAC by Contact Center World 2008
- 55. IntroductionIndigo PropositionAmeyo for IndigoCase Studies
- 56. Indigo – Existing SetupLAN Switch1. Customer calls in, call routed in to Phone-In IVR for flight queries, cancellation, booking. AVAYA BCM2. Customer response logged into the DCS and related updation and actionable's taken Phone In IVR1Administrator3. Booking queries, routed through DCS to payment gateway via Atom IVR as a 3 way conference for security and privacy2DCSAgent StationsExternal ComponentsAvaya Phones3ATOM IVR4. 3rd party Payment gateway5. Web based queries, booking, cancellation, check in updated onto the central system and accorded due responsesPayment GatewayAgent Stations45WebsiteAgent Stations
- 57. Indigo – Existing Setup Defects Improper call management
- 65. Indigo Ameyo Integration (Phase 1)LAN SwitchAMEYO CC Suite1AdministratorAMEYO CC SuiteFor Call Control
- 66. Call Monitoring
- 67. Call ManagementAVAYA BCMPhone In IVRAgent StationsExternal ComponentsDCSAvaya PhonesATOM IVRAgent StationsPayment GatewayWebsiteAgent Stations
- 68. Indigo Ameyo Integration (Phase 1) Benefits Effective call control and management
- 73. Complete point to point voice logging SupervisionBirds eye view of telephony, agent, dialer and lead performance
- 74. Independent supervisor interfaces for Inbound & Outbound campaigns
- 75. Complete MIS management for device, voice log, services and systemsQuality MonitoringGraphical analysis of real-time and historical data
- 76. Real-time Alert management for SLA, Performance and System Monitoring
- 77. Call Barge/ Snoop/ Confer
- 79. AHT, APR, CS Score to define KPIs
- 80. Quality taggingCradle-to-grave ReportingGeneration of business-oriented comprehensive reports at Agent, Campaign, System and Resource levels
- 81. Over 200 Report Templates
- 82. Web-based access for remote users
- 83. Real-time and Historical Data Analysis
- 84. Automatic Maintenance and Backup ManagementIndigo Ameyo Integration (Phase 2) IVR SolutionLAN SwitchAMEYO CC SuiteIVRS by Drishti IVR with Intelligent routing
- 90. Skill-based routing to direct your customers to the most appropriate agentAdministratorAVAYA BCMDrishti IVR1Agent StationsExternal ComponentsDCSAvaya PhonesATOM IVRAgent StationsPayment GatewayWebsiteAgent Stations
- 91. Indigo Ameyo Integration (Phase 2) IVRS Benefits Automatic Call Routing using DNIS & CRM Integration
- 92. Intelligent Routing of Multiple Applications
- 93. Call-Flow Designer
- 94. Run-time Change of Call Flow
- 95. Database Integration, DTMF Recognition and Generation
- 96. PBX Integration
- 97. Seamless working with T1, ISDN, E1 or analog lines
- 98. Text-to-Speech (TTS) ability
- 99. Automatic Speech Recognition (ASR) Integration
- 100. Scripting Capabilities
- 101. E-mail/SMS/Fax integration.
- 102. Multi-language Support
- 103. Call Conferencing
- 104. Remote Monitoring via GUI-based interface
- 105. 100% Blind Recording (with compression and multimedia operations)Key FeaturesSelf-help service with TTS and ASR
- 106. IVR Node Flow Designer with Scripting Capabilities
- 108. E-mail/SMS/Fax IntegrationAdvanced featuresIVR Route Mapping of Customer
- 109. IVR Jump
- 111. Agent GreetingsIndigo Ameyo Integration (Phase 3) MM BenefitsEmailTicketing System (Ameyo Care) with Escalation management
- 112. Email Queues (integrated with Voice/ SMS queues)
- 113. SLA Management
- 114. Email templates/Bulk EmailsChatWeb queues
- 115. Escalation and SLAWebWeb Callback
- 116. Integration with web apps/MashupsSMSBulk SMS
- 117. Customized SMS
- 118. Campaign & Media level exclusionFax over IPVoice Broadcasting
- 119. IntroductionIndigo PropositionAmeyo for IndigoCase Studies
- 120. Case: MotilalOswalOne of the largest Brokerage/Advisory companies in IndiaNeeded complete automation for :Advisory
- 121. Customer Care
- 122. Back-OfficeImplementation of complete Customer InteractionManagementCustom communications flow
- 123. Multiple extensions per advisor
- 124. Missed call notification & automatic callback
- 126. Features like Dial-n-tradeHighlights of Solution ImplementedLightning fast deployment– no other vendor could match the time to market
- 127. Beat competition like Avaya/Aspect
- 128. Provided the solution at a very appealing cost to the client
- 129. Client witnessed increase in business and customer satisfactionWinner of CNBC-NASSCOM IT user award* for intelligent use of technology (DACX Ameyo) to manage business processes*Source: http://www.motilaloswal.com/MediaStory.aspx?ArticleID=664b2988-8ea5-455d-907a-ab483654472c"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 RamanSr. Vice President (IT)
- 130. Case: DhiraaguOne of the largest Telecom companies in MaldivesBusiness RequirementAdvanced IVRS with multi-language support
- 131. User skill management and priority-based customer handling
- 132. ACD wait time notifications and personalized greetings
- 133. Voice logging and live monitoring
- 134. Billing Information updates to the customers
- 135. System Automation and Backup Advanced customer care solutionimplemented Complex call flows designed and implemented via node-flow designer
- 136. Agent Queue assignments for overflow management
- 137. Skill and context-based routing
- 138. Callback option selection for the customers and email notification of callbacks to the agents
- 139. Live wallboard for the campaign
- 140. Integration with 3rd party database
- 141. Automation of bill payments by integration of IVRS with billing system and web service based payment gateway Highlights of Solution Implemented Enabled business scalability
- 142. Flexible solution accommodating advanced customer care features
- 143. Over 20% increase in answered callsCase: Department of Transport – Abu DhabiNodal agency to manage all the transport related functions for the city of Abu DhabiAbout Nodal Agency for transport in Abu Dhabi
- 150. Ticketing based incident management with appropriate TAT and escalation systemBenefits Better Service delivery
- 153. Track Incident Reports
- 154. Incident Type Driven Details
- 155. Assign Tasks and Work Orders
- 156. Track Complete History of Incident Until Completion
- 157. Provides the facility to ensure accurate Information for Reporting
- 158. Manage resources to ensure the right people are focused on the right things Case: BookMyShow – Network 18India’s largest ticketing portal for films, concerts, showsBusiness RequirementsAutomated Ticket Booking System through Single pan India number 39895050
- 159. Process Automation
- 160. Customizable IVR
- 161. Regional Movie Updates Solution ImplementedDynamic IVR/ACD implemented with reporting and voice logging and inbuilt CTI
- 162. Integration with multiple systems like CRM, ASR, Database
- 164. Transaction ID Generation & SMS Confirmation
- 165. Easy change of movies, shows in the IVR via a GUI-based interface
- 166. CLI-based routing for regional movie information“Drishti'sadvanced technology platform, Ameyo, proved to be just the right solution that could understand our workflow, and address the core issues in order to achieve process automation while lowering operational and transaction costs. We look forward to Drishti’s support in future too.”Parikshit DharDirector (IT)
- 167. Case: Indian Market Research BureauOne of India’s largest Market Research BureauAboutRuns Market Research & grievance cell processes
- 168. Initially on manual with Alcatel PBX
- 169. Wanted scalable CRM, with Quality (voice logging), Outbound
- 170. Started with 80 seatsKey HighlightsBlended dialing
- 171. advanced number/ lead management
- 172. dynamic call pacing ratio
- 173. DNC Compliance
- 174. Internal DND & NDND exclusions
- 176. CTI with customized Pop-up CRM interface
- 177. Real-time quality monitoring with voice quality taggingAchievementsExpanded rapidly on the same technology infrastructure
- 178. over 200% growth in agent seats
- 179. Client very impressed with Drishti’s technology and recommends Drishti to other partners as well