YOUR BUSINESS HAS A PROBLEM !

Do your CRM & phone talk with each other ?

lYour customer care phone number and email address are points of customer contact

lYour CRM automatically tracks customer interactions on tickets, emails and web but cant not track customer care number/sales numbers.

lHow do you make sure that there is a single point in your CRM that can track every interaction with your customer?

CRM WITH KNOWLARITY TELEPHONY SOLVES IT

Helps make your CRM sync with your phone

lKnowlarity provides complete telephony integration with your existing CRM.

lOur solution makes it possible to capture all customer interaction made over the phone right inside your CRM

lHelps you to:l Improve customer experience l Increase your agent productivityl Have a unified view of the customer interactions in one single place

KNOWLARITY TELEPHONY SOLVES MULTIPLE PROBLEMS

Better marketing ROI with lead tracking on telephone 1

Super intelligent call routing for better sales/service effectiveness2

Recording and measurement of every outbound call in CRM

3

Collecting information from field agents over telephone into CRM

4

KNOWLARITY SOLUTIONS FOR Devyani International

Inbound Call

SolutionFor

QSR

•Handle all incoming customer inquiries on a “single phone” number•Transfer call to other branches can be done through agents at main centre

OR•After identifying the operator circle from which customer is calling, IVR will give options to callers to connect with branches, present in that operator circle•Access “call logs” and “recordings” of all incoming calls and integrate with CRM

Virtual Numbers

•A dedicated number for each Devyani School/Food Outlet across India•Measure ROI generated through various advertising medium like print ads, wall paintings, billboards, Google Ad words etc.•Access “call logs” and “recordings” of all incoming calls and integrate with CRM

Outbound Calls

•An easy way to connect with users, where agents need to click customer number on existing CRM to whom they want to talk and initiate call procedure.•Our System starts calling to Agent number and once picked, system would call to customer.•Access “call logs” and “recordings” of all incoming calls and integrate with CRM

1. INCOMING SINGLE NUMBER SOLUTION - WORK FLOW

Flow post call landing and pre IVR fetch

CustomerCalls at Devyani Single Number

1

CustomerKnowlarity Server

Checks whether customer is new or existing. For existing customer, name is returned

New customer Flow

Existing customer Flow

2

3

a

b

EXISTING CUSTOMER SOLUTION - WORK FLOW

a

As it is existing student, so Knowlarity will fetch data and forward call to the last agent, Customer had a talk with

Agent

Real Time Reporting

In case of an existing customer, his name and information about last centre he called, are retrieved from CRM1.A personalized message is played to caller asking him to connect the last centre he visited or if he wants to talk to agent (Main Centre) and accordingly call will be routed to desired centre.2.Post call logs would be updated

CALL ROUTING FROM MAIN CENTER TO DIFFERENT BRANCHES

b

New Customer Call Flow

Real Time Reporting

Centre 1

Centre 2Agent 2

Agent 1

Single Nmber

Branches

Call Center Agent dials *1201 to connect to another centre

Main Centre Agent dials *1201 to connect to another branch

3

3

4

4

SOLUTION -CALL FLOW

1•Customer calling into the number and call is transferred to the agent in main centre•Option of playing an IVR will be played during call transfer

2

•Call transfer takes place to the main centre agent. Transfer can be sequential or parallel a) Sequential – Agent1, Agent2 b) Parallel – (Agent1,Agent2)

3

•Agent at the main centre can conference the branch agent by pressing a short code, say *1201•Main centre agent can either continue or leave the conference, depending upon the situationEven if main centre agent leaves the conference the Customer will remain connected to branch

4

•All the incoming calls are shown in call logs. Logs can be segregated based on main centre or a desired branch•Recordings of all the conversations are also available that can be used for training purpose•Call recording links would also be pushed in to existing CRM

•Branch short Code will follow this mechanism• Each Short code will be 4 digits• Code is in the form of xxx-y, where the first 3 digits will specify the branch location and the last

digit is the extension in that branch

•Provides flexibility to add 100 locations and specify up to ten extensions in a branch

•On Each extension multiple phone numbers can be mapped and call transfer can either be programmed as sequential or parallel or combination of both

•Example of Short Code• 1201 : Bangalore• 1202 : Delhi• 1203 : Mumbai

MAPPING BRANCH SHORT CODE

SOLUTION TO CONNECT WITH DESIRED BRANCHES AUTOMATICALLY

b

New Customer Flow System determines the operator circle of the caller

Knowlarity Server

Centre A

Centre B

1.In case of a new customer, our system determines caller’s operating circle2.Based on the operating circle, system plays the IVR and asking for various centers to choose which are present in that operating circle3.Based on the user’s input, he can connect to that centre4.Post Call logs would be updated with date, time, caller number and agent that answered the call5. Incase none of the Agents answers the call, it will be logged as Missed Call

An IVR will be played:Press 1 to visit Centre APress 2 to visit Centre B

Real Time Reporting

Single Nmber

2. AUTOMATED OUTBOUND CALLS

Upload Customer Data

CRM Panel

1

Agent Clicks on Click-to-dial button in CRM Panel2

Knowlarity Server generates two calls. One

to Agent and one to customer

Customer

Agent

4 4

3

Real Time Reporting of Call Details

SOLUTION -CALL FLOW

1 •Agents need to upload the customer data either in .xls or.csv format

2 •Agent need to initiate the calls by pressing a button or by giving a miss call on a number

3•First call will land at agent’s mobile number, second call will land at customer’s mobile number and both call will bridged after that and so on

4

•All call logs will made available with time and agent’s number •Recordings of all the conversations are also available that can be used for training purpose•Call recording s and other details can be pushed in to existing CRM

3. SOLUTION WORKFLOW- CLICK TO CALL

Customer

One call is generated to Agent’s Number and second call is sent to customer number. And

when picked, both calls get bridged

agent

Agent clicks on

the click –to-callbutton

Real Time Reporting in Existing CRM

Existing CRM

www.smartivr.in

ENTERPRISE CLIENTS

KNOWLARITY FAMILY

About

Investors

Knowlarity is the pioneer of cloud telephony in India and creates state of the art products for SMEs and Enterprises. The company makes business telephony reliable and intelligent by providing a suite of hosted products that help businesses to improve their productivity. The company was incorporated in Aug 2009 and has grown from a garage startup to a 200+ employee company.

Knowlarity is backed by Sequoia Capital, one of the most prestigious Venture Capital firms in the world. Sequoiahas invested over $6M in Knowlarity. They have previously made investments in companies like Google,Apple, YouTube, LinkedIn and Justdial.

Awards

www.knowlarity.com

MANAGEMENT TEAM

AMBARISH GUPTA, C.E.OAmbarish worked as a Strategy Consultant with McKinsey & Company in the United States before returning to India to start Knowlarity Communications. Prior to that, he worked as a Systems Engineer in the US, Germany, and Australia.Ambarish received his MBA from Carnegie Mellon University in 2007 and Bachelors in Computer Science from IIT Kanpur in 2000.

BIPUL PARUA, C.T.O.Bipul has deep experience in technology with hands on experience as architect, engineer, and technical manager. He worked for 8 years in multiple startups in Silicon Valley - Cloudshield Technologies, Andiamo Systems, Server Engines-on cutting edge technologies in storage, networks and large scale systems. Bipul received his Bachelors in Computer Science from IIT Kanpur in 1999.

www.knowlarity.com