An ISO 9001:2008 Company CONTAQUE REVOLUTIONIZING TELECOM. UCS - Unified Communication Suite

Transcription

1 An ISO 9001:2008 Company CONTAQUE TM REVOLUTIONIZING TELECOM UCS - Unified Communication Suite

2 About Us AVIS e Solutions Pvt Ltd is a leading Telecom Products and Software solutions company providing solutions to the ITES, Corporates & Service Sectors. We were the first to introduce a comprehensive VoIP Contact Center Solution & have established ourselves as a leader in the CONTACT CENTER SOLUTIONS market. We have come a long way since then & have varied solutions - Contact Center Solutions / IVR / Voice Loggers / IPPBX / Virtual Office Connectivity / CRM & SMS messaging. We are an ISO certified company & have a dedicated team of around 100 people spread over 4 locations for Product Development, Customized Software Development & Services. CONTAQUE Unified Communications Suite, our flagship product was launched 2 years back and has been widely accepted & acclaimed. Lately, apart from being a telecom solutions company, we have diversified into providing customized software solutions. VISION AND MISSION As an organization, We are committed to provide Total Customer Satisfaction by meeting business reuirements of customers through continually Improved Products, Innovative Solutions & Meeting service level expectations of customers through constant monitoring of their feedback & to keep identifying new opportunities for improvements.

3 TM CONTAQUE REVOLUTIONIZING TELECOM CONTAQUE UCS Unified Communication Suite Today we are witnessing dramatic and sometimes revolutionary change in nearly every aspect of the traditional call center, from its mission to its position in the enterprise. No longer a single-function (telephony-only operation), the outbound call center like it's inbound counterpart, is being transformed at an unprecedented rate into a multifunctional, multimedia, service contact center. With Internet technologies and collaborative open source environment there is more and more need to integrate voice to web. Features Automatic Call Distribution Interactive Voice Response (IVR) Preview/Power/Predictive Dialling Agent Desktop Solution Multimedia Universal Queue Web Chat Benefits Comprehensive functionality on unified platform Flexible Architecture for investment protection support for legacy point solutions Smooth transition to future technology IP and beyond Voice Mail Open interface Voice Monitoring, Recording Scalability and Reliability Management Ease of use CATI Speed of Implementation Workflow Intelligent Routing Voice over IP Unified Reporting Remote Agents

4 CONTAQUE - OVERVIEW CONTAQUE is a comprehensive customer contact product that seamlessly integrates with your existing voice and data systems, whether VOIP or TDM or a mix of both. It delivers a world-class application that not only automates the handling of calls but also offers : Campaign Development tools, Web Scripting, Call Popup, CATI Offers Manual, Preview, Progressive and Predictive Dialing, Voice Recording, Screen Recording, Web Chat, IVR Design, ACD Call Processing facilities, Answering Machine Detection Real-Time statistics & reporting, Graphical Reporting Remote Monitoring, Barging and Quality Monitoring Work Force Management, Broadcast Campaigns, web call back, sms callback All designed to maximize agent productivity and enhance the overall efficiency of your contact center It comes with a powerful, accurate, and flexible Answering Machine Detection, a must have tool to survive today's cutthroat communications market. INBOUND FEATURES Inbound creation and IVR Designer Visual Designer helps to create the inbound call centre as per the need efficiently and effectively. It is easy to deploy business decisions Automatic Call Distribution (ACD Systems) with ANIS & DNIS recognition. Interactive Voice Response (IVR System) Inbound Skill & Priority Based Routing Inbound DNC Management

5 Call-flow Designer & DTMF recognition Notified Wait Time & Queue Position Dynamic Call Queuing Multiple Music on Hold Database Integration Missed Call Alert Management on IVR Abandoned Call Treatment & Call Back Management Unified Messaging & Voice Mail functionality Route the call based on Last Interaction PREDICTIVE DIALER Run Multiple Campaigns Simultaneously Run separate campaigns on the server simultaneously. Supports AMD & SIT Freuency Detection Auto Detection of Fax Machine, Answering Machine, Busy Tone and Telco Tones. Supports Multiple Dialing Methods The flexible architecture allows the user to concurrently operate campaigns in: Predictive, Progressive, Preview or Manual Modes. Sophisticated Features Call recording with voice and screen both, Web and SMS Call Back, Call Transfer, Third party Verification,Verifier and screen transfer, Music or Message on hold etc. Real-time Monitoring and Reports The system displays both campaign and all agent statistics and reports easily. Facilitates remote (Web based) monitoring of real time traffic and statistics. It also provides a graphical reporting module with drill down functionality. DNC Upload/ Search/Delete Options CONTAQUE provides you a simple and foolproof mechanism to upload DNC list, search whether a number is in DNC list or not and delete any specific DNC number from the list. TM CONTAQUE REVOLUTIONIZING TELECOM

6 REPORTING AND MIS Real-time reporting capabilities allow managers to assess conditions and allocate resources appropriately to maximize results. These real time reports cover customer contact across all media - voice, and chat Reporting engine that allows UCS to create report for all media types Reporting for all interactions and connected points Reports can be printed and exported NOC SUPPORT CONTAQUE is dedicated to setting and maintaining the highest level of customer support standards. AVIS has effectively managed complex product integration campaigns. NOC support team has received accolades from various clients both from Domestic and International centers. Highlights Global Support Center at Noida 24 x 7 Support Online - On Chat Support Telephonic Support Onsite Support on Demand Three Layer Support for all customers Integration & Customized CRM Support

7 NETWORK DEPLOYMENTS International call centre Outbound domestic call centre Inbound solutions International Call Centre Inbound Solutions Outbound Domestic Call Centre TM CONTAQUE REVOLUTIONIZING TELECOM

8 CONTAQUE - SALIENT FEATURES Complete Inbound + Outbound solutions Abandon call treatment Blending Campaign supported Route the call based on last interaction Multiple campaign can run at the same time Call management and reschedule module screen transfer SLA rules can be programmed and reports can be Barging/ Coaching Functionality generated on the basis of same 3rd party verification and call transfer with complete /SMS/ Web Call back features available recording Agent wise call back and anyone call back DNC Management Multiple campaign monitoring Multiple dialing modes and algorithm 100% full proof recording and downloading Break/Pause codes management interface Fully compliance to FTC Rules Automatic call Distribution Call blasting with or without DTMF capture IVR( Interactive Voice Response) CRM builder Preview/Power/Predictive dialing Integration with any 3rd party EAPBX Voice Mail Graphical reports Unified Reporting Dash board utility CATI Multiple server architecture Inbound Skill and priority based routing MySQL replication supported Inbound DNC management Integration with any 3rd party web CRM Call flow Designer and DTMF Reorganization Web Chat/Video Chat Notified wait time and ueue position Multiple music on hold

9 UNIQUE SELLING POINTS For Simplified Communications and Efficient Operations CONTAQUE brings to the table : Customizable Multi-Functional For inbound and outbound call centers Quality Monitoring Industry-wise customization Reports and Statistics Additional features on demand Call Compliance Department specific modification and adaptation Call Recording Multi-Channel Communication Live Voice calling Multi-Campaign Management Agent supervision Advantages Low Iinitial investment SMS Time efficient communication Chat Function Seamless integration with existing systems & third Marketing Survey Technical Support party CRM Increased agents productivity Increased ROI Telemarketing Sales and Collections Customer Support Helpdesk TM CONTAQUE REVOLUTIONIZING TELECOM

10 CLIENT CASE STUDIES State Bank of India Solution Implemented Automated the dialing process of Account Tracking Center at 14 Local Head Offices and it s branches to improve the calling efficiency and performances of employees.-150 seats More customers connect in a day across various geographies Better tracking of customers who have paid their loan liabilities Enhance MIS to track daily performance of the caller Max Bupa Health Insurance Solution Implemented Enhanced inbound / outbound captive call center's call handling for growing business needs in order to improve overall efficiency. 300 seats Improvement in agents calling efficiency New features like web call backs etc being implemented Telemart Solution Implemented We have integrated their Multi Location Call Center Solution integrated with legacy CRM application. 350 seats Improvement in agents calling efficiency for handling high volume of inbound calls Skill/ region based routing the agents Sanyashi Pharmacy Solution Implemented We have implemented their Call Center Solution along with CRM application with a larger scope including order taking appointments fixing with the Doctors order dispatch and payment collection. 150 seats Improvement in agents calling efficiency for handling high volume of inbound calls Keep track record of tele appointments Astroscience Solution Implemented We have implemented predictive dialer solution for their 150+ seater contact center Improved track record of customers Improvement in inbound handling of calls

11 India Darshan Solution Implemented We have implemented predictive dialer solution for their tour and travel customer support center. 100 seats plus Improvement in agents calling efficiency for handling high volume of inbound calls Proper monitoring of clients details / bookings APPLICATION AGENT Agent Interface: The Agent Interface allows agents to easily view Customer Information clearly and uickly on their monitor. It also shows the call status, time, disposition. This "one-click" interface allows the agent to maximize time efficiency and maximize call volume. It also allows agents to select from Multiple themes for appropriate look and feel during login time. Agents take and disposition calls, schedule callbacks, capture contact information & notes and update legacy databases They have access to sophisticated call processing features such as Start Recording (Record Call) & Transfer Conf (Call Transfer). Agents can park (pause) a call, with Music or Message On Hold facility They can set up conferencing of calls to third parties as well as receive inbound calls and "make" predictive or automatic calls. All this can be done from a single, simple user interface TM CONTAQUE REVOLUTIONIZING TELECOM

12 Global Presence 4 F 1 E A D B C EXISTING LOCATIONS A. Noida, Delhi NCR, India (HQ) B. Mumbai, India C. Hyderabad, India D. Kolkata, India E. Dubai, UAE F. Toronto, Canada PROSPECTIVE LOCATIONS A. California, USA B. Sao paulo, Brazil C. Ghana, Africa D. Bangalore, India E. London, UK F. Manila, Philippines Clientele Marketed and Supported by AVIS e Solutions Pvt. Ltd. D-35, Sector 2, Noida Tel : website : sales@avissol.com avissol2