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ExperienceSmartIntegration
www.csquare.co
INT
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9 welcome to C SQUARE way of life.
We at CSquare innovate businesses for our clients using
customised and adaptive technology solutions .
Powered by an insighful and highly skilled technical team,
complemented by an experienced management team,
C Square has worked for years with leading organizations
across the region.
C Square areas of expertise include:
CEM (Customer Experience Management)
CRM (Customer Relationship Management)
Experience Centres
To emerge as the choicest global
systems integrators and solution
expert by crafting innovative and
efective cx.
Vision
Enable the clients to provide consistently impressive customer
experience across all touch-points.
Core Values
To utilize dynamic, innovative, committed and self-motivatedhuman resources to deliver excellence in all means.
stay
ing
cust
om
erce
ntr
ic
Appointed by Genesys as ‘Service Partner’
‘Arabia Fast Growth 500’ All World Network (winner)
Genesys ‘Best Service Partner’ Award
‘Pakistan Fast Growth 100’ (2013 winner)
Awarded ‘Genesys Gold Partner’ Status
Introduced Social Media Engagement Solution in Pakistan
1st cloud-based contact centre deployed for a bank in Pakistan
Launched ‘Agent Playback Recording Interface’
Launched ‘Digital Engagement Kiosk’ - IntellekT
Awarded Most New Logos in Finance by Genesys
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2011
2012
2013
2014
2015
2016
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2018
Mr. Syed Veqar ul Islam | Advisory Board Member
- 27 year in the Corporate World.
- SVP, MEA, Comptel Corp.
- Sub Region Head, NSN.
- Country Director, Pakistan NSN
- Country Director, Nokia.
- Country Manager, NCR Corp
Mr. Mashkoor Hussain | Advisory Board Member
- 39 year in the Corporate World
- Advisor to Etisalat President
- SEVP Ops, Corporate Afairs & Commercial, Etisalat
- Chairman PSEB
- EVP Overseas Communications
Mr. Shabbir Baxamoosa | Advisory Board Member
- 35 year in the corporate world
- Managing Partner, BPO Services
- CIO, Atlas Bank
- CIO, ABN Amro
- Head of IT, Union Bank,
- Head of IT, Citi Bank
Mr. Nooruddin Baqai | Advisory Board Member
- Member Technical and Executive Director in PTCL Incumbent Board
- Chairman National Telecom Corporation and PTET
- Board member of Ufone PTML
- Board Member of National ICT R&D Fund
- Board Member of Universal Service Fun
Board of Advisory
The management of C Square
has passionate and dynamic
leaders who have worked for
years with leading businessesacross the globe that includes
Genesys, Nokia, Seimens
Network, NCR, ABN Amro,
Etisalat and various more.
crea
tiv
e so
luti
on
s.co
mb
ined
str
eng
ths.
Ahsan Mashkoor | Chief Executive Ofcer
Ahsan Mashkoor, CEO and Co-Founder of C Square brings with him
12 years of Industry experience, his dedication and commitment is
backed by strong analytical skills, great knowledge of customer base
and diverse experience in finance and telecom industries.
Under is experienced guidance and vision C Square a solutions
integrator company, has gained local and international recognition.
Ahsan, began his career with Teradata London and then moved to
Pakistan and took over their Sales Portfolio for the financial and
telecom sectors.
He then continued his professional journey with Genesys Telecommu-
nications as Country Manager, responsible for business development
in Pakistan, Afghanistan, Bangladesh and other emerging markets in
the region.
Hassan Shaikh | Chief Technology Ofcer
Chief Technology Ofcer and Co-founder of C Square, Hassan’s
innovative solutions and technical expertise is the main driving forcein the success & expansion of C Square in Pakistan and Middle East &
Africa. Hassan brings with him an experience of 12 years with
renowned organizations such as Avaya, Genesys, Cisco, Microsoft
and Siebel solutions.
He started his career by working as a Pakistan Professional Services
Consultant at NCR, followed by his role as the Call Center Lead &
Business Architect with Teradata. Hassan then moved to Genesys
Telecommunication Laboratories as the Senior Pre-Sales Consultant.
CustomerExperienceis not easy.But it issimple.
Here’s how.
wh
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tise
CUSTOMER EXPERIENCE
MANAGEMENT
CONTACT CENTRE
Voice (inbound/outbound)
Self Service
E SERVICES
Sms
Web Chat
DIGITAL ENGAGEMENT
Social Media Engagement
Blended AI
Web Engagement
Mobile Engagement
Video Engagement
CUSTOMER RELATIONSHIP
MANAGEMENT
Experience Centres
CUSTOMER EXPERIENCE MANAGEMENT | CEM
CONTACT CENTRE
When your customers pick up the phone to call you, they
have been unable to resolve their issue online, or they may
have a complex question that requires your expertise.
You are in a better position to build and retain customer
loyalty. Clients tend to reach out to the contact centre as
their basic source of help.
We enable business to provide consistent Customer
Experience across all touch points i.e. Voice, Self Service,
Chat bots, Social Media etc.
VOICE
Most customers will go for self-service to get their problem
fixed; if that will not help, they are going to contact you
through a call. Predict customer’s need and requirement
and provide them with the most convenient solution.
C Square enables real – time routing decisions using cus-
tomer data, Omni – channel journey history and your busi-
ness priorities. Keep your service free of inefcient, lagging
and incompetent methods.
The result: each call is personalized automatically, along
with relevant information, delivered to the appropriate
agent. regardless of the technology at your contact centre.
WHY SELF SERVICE IS FRUSTRATING FOR CUSTOMERS:
Long and confusing menus,
Difculties getting to the right
Incorrect routinginformation
Poorly designed interactive voice response (IVR)
Outdated IVR
CSQUARE VOICE | RAPID DELIVERY,
INSTANT CHANGES, UNLIMITED
FLEXIBILITY
Unlike traditional IVRs which presents
identical menu to each caller, C Square’s
Voice applications apply business logic to
consider caller identity, intent, preferences
and context in order to determine the most
appropriate and personalized next step.
E SERVICE
E-mails, texts and web chat can be used to follow up with
clients to complete transactions.
Real-time interactions via SMS allow customers to direct
queries and complaints faster and in a more secure manner.
Easy-to-use layout for mobile users to increase mobile
engagements.
DIGITAL ENGAGEMENT
SOCIAL MEDIA ENGAGEMENT
Social media is where you build relationship and loyalty
leading to increased revenue and efciency.
Customers either aim to address the company directly or
they share their reviews and experiences with other social
media users.
Word of mouth can be very crucial for a company. If custom-
ers are satisfied, they are likely to share their positive opinion
which is good news for your company. But, if the customer
is unsatisfied from any of the service or disappointed by an
unsolved issue, this may lead to some serious impact on the
brand image of your company.
BLENDED AI
Channels to connect are increasing continuously; Interac-
tions with customers are only going to increase.
Automation and bots help to manage this because they can
work faster than humans and cater repetitive task without
engaging human resource.
9% of Fortune 500 companies
have implemented bots so far,
the numbers are expected to
increase rapidly.C Square is well positioned to ofer end-to-end journey
management that includes self and assisted service.
So we’re not trying to solve general purpose problems or
create bots that can carry on a random conversation - we
are laser-focused on improving the customer journey and
improving CX.
Even though the first use cases of AI and bots are more
centered on improving customer engagement, they will
definitely help improve employee engagement and business
optimization as well, across departments.
WEB ENGAGEMENT
Engage customers on web using web chats and callbacks to
improve experiences. Minimize cart abandonment ratio for
customers and use smart means to facilitate sales through
the web.
Customer satisfaction can be increased by proactively
engaging with him/her based on journey trends on the web.
Sending out push notifications at the right time and the
right place. Emailing non-responsive customers and target-
ting them with relevant promotional content.
MOBILE ENGAGEMENT
Mobile apps are designed to give customers a step by step
experience. With mobile engagement customers are able to
connect real-time from the app to the contact centre, where
the agent is already aware of the purpose their call.
This helps complete the customers request faster leading to
higher customers satisfaction.
VIDEO ENGAGEMENT
With video becoming a more common form of communica-
tion between people to people using Skpe, WhatsApp and
FaceTime, eventually these preferences will become habits
and customer expectations will rise.
A customer sitting at home using video should be able to
talk real time with an expert and be able to share docu-
ments back and forth and also be able to submit account
opening requests and much more.
Everyone agrees that customer experience
is a diferentiator, but are you meeting your
customers’ needs when it comes to the
overall experience? Who owns customer
experience within your business?
Are you having theright conversations
with your customers?
CUSTOMER RELATIONSHIP MANAGEMENT
Faster. Cheaper. Easier. Better. AVANTAGE CRM is a complete
customer relation suite.
It is a smart assistance to your business that complies, analyzes
and presents relevant customer information for efective
customer engagement; helps identify service gaps and
investment opportunities and leads to increased market share
for your business.
With AVANTAGE, your marketing and sales force automation and
your customer support and service will become fluid and agile
and equip your employees to cross-sell and up-sell the right
product to the right customer through the right channel at the
right time.
“81% of customers are willing to pay more for better customer
experience”
AVANTAGE CRM is a business wide strategy designed to reduce
costs and increase profitability without compromising customer
satisfaction and loyalty. It also improves the call center efciency
where customer data is accessed real-time.
No License fee | Unlimited Users | Smooth import and export of
data Free upgrades and customization | Easy intuitive & self-
customizable interface | Linux & windows supported
EXPERIENCE CENTRES
Businesses are innovating conventional service centers into modern
day self service enabled automated centers, also reducing their cost
and maximizing profitability.
Experience Centers are not a solution or product, but
a vision of the organization as to how they would like
to elevate and create an exceptional experience.
C Square launched the first automated Account opening kiosk with instant
card personalization to maximize financial inclusion in the country. This
IntellekT Kiosk is just one part of the experience that banks are now
embarking on to give to their customers.
IntellekT Account Opening Kiosks: Open Level 0, Level 1, Level 2 Accounts
and Issue instant active ATM card and starter cheques, capability to pay
bills, Top up account, funds transfers and much more.
IntellekT Telco: For instant Sim issuance, bill payments, duplicate bill
issuance and many other services.
IntellekT Travel: Booking of flights, issuance of tickets and boarding
passes, transactions by card & cash.
Promultis Vari Tilt Elite Ultimate portable, electric tilt and height
adjustable, multi touch screen with snowflake: Can be used for educa-
tional games or digital signage, both serve the purpose of engagement
Wifi beacons: For enhanced level of engagement, being able to ofer
campaigns based on location of visitor at mall.
TellUs NPS: At an experience it is critical to gauge the level experience and
satisfaction, hence physical devises with single easy step to give feedback.
DIGITAL ENGAGEMENT KIOSK | IntellekT
Banking
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Instant Account Opening
Account related Transactions
Instant Card Issuance
NADRA Verification (real time)
Monitoring Dashboard
Feedback
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Utility
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Customer Feedback
Complaint Management
NPS Scoring
Reporting Dashboard
Mobile Top-ups
Bill Payments
• Donations
Tr ave l
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Purchase Ticket
Ticket amendments
Seat and Meal Selection
• Check-in
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TELCO
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Flights Info
Sim request & Issuance
Mobile top-ups
Bill Payments
NADRA Verification (real time)
Wallet Services
Fund Transfer
Balance Inquiry
111-CSQUARE
2-D Mohd. Ali Society
Tipu Sultan Road
Karachi - 75350
Pakistan
csquare.co
csquareltd
c square
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