Presentation of educational vertical

Enterprise and Service Provider

SOHO

Contact Center

www.cohtechnologies.com | [email protected]

www.cohtechnologies.com | [email protected] | [email protected]

About us

• Leading providers of Customer Interaction Management Solutionso Patent Pending Technologyo Powering over 350 clients globallyo Billions of calls processed and thousands of active userso 100s of Self-Help, Outbound, Inbound & Blended processes

• Increasing global channel and customer footprinto Presence across India, Philippines, Middle East, Bangladesh, Malaysia,

Indonesia

• Recognized by leading industry bodieso NASSCOM IT Innovation award winner (2008) for Market-facing

innovationo IP Contact Center Technology Pioneer Award from TMCneto Awarded best ACD, Outbound, Customer Support in APAC by Contact

Center World 2008.o Deloitte fastest 500 in Asia-Pac (2008)o Red Herring top 100 Finalist


Valued CustomersCall Centres

o Kocharo Intoucho ELI Researcho IMRBo NIIT SmartServe

Hosted Enterprises

o Symbioo Novanet

Enterprises

o Motilal Oswalo D’Damaso GE Moneyo LPU & WLC

Telecom

o Dhiraagu

Applications/IVRo Bookmyshow o CESC (IVR)o HCL

Technologies


The traditional way of doing things

OperationsManage lead lists, track performance, workforce, systems

QualityKeep check on SLs, Quality, and interact with mgmt, ops

IT and AdminManage systems, up-time, departments, information

Sales/Field OpsClose sales, coordinate with multiple departments

Back-OfficeTelemarketing, customer support, tech support

RnD / EngineeringGather requirements, develop products, provide services

Infrastructure backbone

Customers

Loose integration between components

Processes built around technology as opposed to vice versa

More complexity with multi-point approach

Human error and latency, - lower efficiency

High costs (AMC, Maintenance, Obsolescence)

Prospects and customers are lost because of such inefficiencies


The new paradigm in Communications

Hosted or On-premise Application Cloud; Single management window

Automation: Software/IP-based systems take away the need for paperwork and human intervention

Focus on business SLAs and not on technology

All-in-one, multi-tenant technology provides each department with consistent information, while giving them the flexibility in terms of capabilities

Technology can be customized and configured for future requirements at business unit levels

Every task can be executed by the system – No coordination problems

Software-based system can provide ANY functionality – Customizability and flexibility

System can be scaled up as workforce grows – No expensive vendor lock-ins

Least maintenance overhead – All-in-one capabilities that can be managed centrally


Our Innovation

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)

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

Inn

ova

tion

s

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

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

Multi-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)

Tech

nolo

gy

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


“Hardware is out, Software is in”

• Software and IP-based technology is future proof

– Unlike Hardware-based or “boxed” solutions, IP/software based technology is extremely customizable and configurable, and has no shelf life

– Can be scaled up seamlessly without heavy investments

• Automation of business processes is crucial

– No manual overheads, most tasks automated

– Single “view and store” – same information is accessible and updatable by all (depending on roles/privileges)

• Think-Build-Grow Philosophy

– No “one-size-fits-all” approach. Start small, build it over time, and reap the benefits

– Business Packaging - Only pay for what you use.

• Technology changes as organization changes

– Business process mapping – your technology is built around your process, not vice versa.

– Workflows can be “tweaked” as and when new business processes are introduced. Can be replicated easily

Provides technological flexibility for maximum

workforce output

Provides speed and automation that impacts

productivity

Provides cost containment w/o

compromising on tech.

Provides business edge with high process

efficiencies


Support and professional assistance

• Multimedia – Chat, E-mail, Phone

• Create, edit operations• Online ticketing system

– Visibility of action– Logging and tracing

• Auto-escalation by the system

• Complete tracking from anywhere via www.dacx.net

• 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

http://www.dacx.net/


Case StudyEducation vertical


WLC (Weighan and Leigh College)

• Leading professional training provider• Established in 1996• Over 40 locations across the country• Multiple Courses and Traineeship Programmes• Multi-media reach-out to present and prospective Students

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.


Requirement Overview

• Interaction management (Customer Care and Telemarketing) with Voice, SMS, Email, Chat, Web– Toll Free Number– Bulk SMSs/Email– Premium service SMS handling

• CRM and Automation• Multi-site, Multi-tenant system for over 10 sites


WLC Marketing Cycle

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.


Architecture


Highlights of solution

• Customer care with customized CRM and screen pop– While on call, agent can Email/ SMS

• Full featured ACD/IVR for self and assisted service• Web queries response• SMS (premium service) handling with automated Callbacks• Email Response as well as marketing broadcast • Chat (interactive) sessions• Bulk SMS/ Email/ Voice broadcast• Quality control and supervision (on all interactions)


Customer Care with Customized CRM

Helpdesk

IVR (Self-Service) Phone E-mailSMS Chat Web

Caller

Complete Interaction Management with Helpdesk

A caller can contact the university via Toll Free number/ Premium SMS service/ Email/ Live Chat

An agent gets a screen pop with the relevant details (as per the media)

On resolution, a Phone/ SMS/ Email notification is sent to customer


Typical Interaction Flow – managed by ACD & IVR

AdmissionsFinanceOperations

Query via any channelExample:A student wants information regarding Courses offered and admissions

Various Queues can be created as per university policy


Case 1: IVR flow without database integration

SME A Connected to SME A

Admission Department

Student A >>

1. Calls the university number and hears IVR options

2. Presses #1 For general admission announcements

3. Presses #3 To know about the last submission dates

4. Presses #4 to know about the Admission Eligibility

5. Has a question. Presses #9 to speak to a customer rep

Subject Matter Expert A >>

1. Gets connected to student A (after #9 is pressed)

2. Conveys admission Information/ eligibility information, but is not sure about scholarship eligibility

3. Conferences with SME B who knows all about scholarships

4. SME B talks to student while all three are in conference

5. Hangs up after all doubts are clarified

SME B


Case 2: IVR Callflow (with Integrated Database)

• Student calls IVR number

• System asks for language selection,

• Authentication by Student ID, DoB

• On success the IVR fetches details from database about exam scores

• System plays the score for caller via TTS

IVR Module

IVR Module fetches information from DB

Students call up to know last semester exam scores without talking to the agents or waiting in queues

Authentication


Web Callback

Agent connected to caller by the system automatically as soon as submit button is clicked

Hello Mr Sharma! We received a query

regarding admissions

Name: Ankur SharmaPhone: 9818222222

Query: Need information on

admissionSystem calls the web visitor and connects agent to him

Customer enters name, contact info and query on the website to request immediate

callback from a specific department.


SMS triggered Callback

Institute Name_Course Code/Query_Student’s Name SMS to a Premium Number

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?

On accepting, Agent is connected to caller by the system automatically

Hello Mr. (Student name)! How can I help

you?


Live Web Chat

Customer enters a message along with a query

System pops the message to the chat rep who can answer the questions

Chat module pops up and agents starts responding

Your scholarship has been approved. You’ll

see it…

Want to know about my scholarship status. Can you please check

and let me know


Voice/SMS/Email broadcasting

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 Step 1: Calls initiated by the

dialer+ACD (IVM) Module to student list

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)

Step 3: Student hears the message related to exams

1,2,3: Message played out


Supervisor interfaceThe customer details are visible in this area, so a supervisor can

see who’s being services

The supervisor can see multiple campaigns in this view, and can select any

campaign to see its details.

CSR and queue related information is shown in this panel, along with supervisory

actions. Other tabs show important information


Unified view of all cases

Email based case management and monitoring

tasks

Details of all open Emails along with the age, status, assigned person, criticality and feedback


Agent interface – With Email ticket Management

A transport-issue related ticket pops up in the CRM area with all the details as call comes in

The customer service rep information is visible in this area

All call setup and management operations

(Transfer, confer, dispose, hold) can be performed here


Ameyo Interface (With Outbound CRM)

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

Complete Call handling functions and agent/prospect

information


Thank You

Corporate OfficeCohesive Technologies Pvt. Ltd.97, IIIrd Floor, FIE, Patpargunj Ind. Area, Delhi – 110092Board No. : 011 - 49400000

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Documents

Presentation of educational vertical