CONTAQUE. AVIS e Solutions Pvt. Ltd. Case Studies For Call Center Solutions across various industry segment

Transcription

1 CONTAQUE Case Studies For Call Center Solutions across various industry segment AVIS e Solutions Pvt. Ltd. ISO 9001:2008 Certified Company

2 Case Study : State Bank of India (SBI) Banking Automation of dialing process at Account Tracking Centers (ATC) of SBI More customer connects in a day across various geographies. Better tracking of customers who have pay their loan liabilities. Enhance MIS to track daily performance of the caller. To Automate the dialing process of ATC at 14 Local Head Offices and it branches to improve the calling efficiency and performances of employees at ATC. For seamless integration of PRI connectivity and termination on the server, SBI has installed PRI Cards at each of its location State Bank of India (SBI) is the largest Indian banking and financial services company (by turnover and total assets) with its headquarters in Mumbai, India. It is state-owned. SBI s consulting partner McKinsey & Company has chosen CONTAQUE to be implemented at SBI through a rigorous multi layer selection criteria. SBI s home grown CRM had to be integrated with the CONTAQUE Dialer. AVIS implemented CONTAQUE with some customization and integrated SBI is CRM with PRI connectivity so that callers could reach the customer with out any effort which was earlier done manually. Software CONTAQUE Dialer application with MySQL database Hardware Branded Xeon Server / USB Headsets/ PRI Cards to terminate PRI lines on the server.

3 Case Study : Max Bupa Health Insurance Health Insurance Enhancing inbound captive call center s call handling capacity for growing business need calling efficiency. Calls are being handled with out any voice breakage. Max Bupa has chosen CONTAQUE UCS for their inbound call center so that growing call traffic can handled cost effectively and improving the overall efficiency of their captive call center. Max Bupa Health Insurance is JV of Max India Limited and UK based healthcare services expert-bupa. Max Bupa operates in India headquartered in New Delhi MaxBupa had planned to set up their captive call center at their head office in New Delhi, as they had decided to handle some of the core operations activity like customers handling / settlements by in house team. Since the ratio of inbound call were expected to be very high, voice clarity of the agent to the customer was of very prime importance. To take care of this challenge AVIS suggested them to install and terminate PRI cards with echo cancellation effects and our solution has been successfully running for past 2 years now.

4 Case Study : Telemart Tele shopping Multi Location Call Center Solution integrated with legacy CRM application calling efficiency for handling high volume of inbound calls Skill/ region based routing the agents CONTAQUE call center solution for 300 seats handling Pan India calls Our client, Telemart Shopping Network Private Limited is a leading company of direct response television in India and Asia subcontinent.. The company is determined to give a new definition to teleshopping business in India and across the globe through their state of the art multi location centers. While the product advertised are aired on TV, there is a high volume traffic hitting the call center which posed a biggest challenge as every prospective call needs to attended. AVIS has provided the Complete CONTAQUE Predictive Dialer CCS Solution for their Multiple Location premise which is also integrated to their Teleshopping Software with Integrated CRM. AVIS has also developed the skill/region based routing for their Callers, from different locations with their Provider Call Identity and based on that the calls are attended by region based agents. One unique feature of Missed Call Alert is deployed by AVIS Team, where customers who are not able to talk, can place their order by simply giving the missed call on their Displayed Number on Television work. Software based predictive dialer on IBM server. Database used was MySQL, PRI Cards for PRI Connectivity.

5 Case Study Direct Marketing Company Call Center Solution with CRM calling efficiency. Maintaining secrecy and integrity of clients data. CONTAQUE call center solution for automation of agent s manual dialing process Our client, Data Direct is a Direct Marketing Company based in U.A.E. They facilitate preparation, capture, warehouse, retrieval and utilization of information for AIG / Banks. Data processing is accomplished by key punching information from a current form, catalog, book, visiting cards while simultaneously offering internet based query service. This alleviates the need for on site data entry personnel, software and hardware while ensuring the utmost integrity, accuracy and security AVIS has provided the Complete CONTAQUE Predictive Dialer CRM Solution. For Data Security point of view, Clients / Bank Data is purely in AIG s / Bank s Custody; our Application is fetching Data only on the basis of Customer s Phone Number, which is even not showing on any part of the CRM. Software based predictive dialer on IBM server. Database used was MySQL.

6 Case Study BPO and KPO Call Center Solution with CRM calling efficiency. Over coming language barrier CONTAQUE call center solution for automation of agent s manual dialing process Our client, Nibbana Ltd., Mauritius is a joint venture between Transmetal Ltd. and State Investment Corporation, an investment arm of Government of Mauritius. French Process was outsourced to Nibbana in Mauritius. Key requirement for running the process was that agent had to handled the calls in French. AVIS has provided the Complete CONTAQUE Predictive Dialer CRM Solution by rolling out application in French Language. All Client Data Security is taken care of by IP-VPN CISCO ASA Firewall. Our Support is provided thru Secure VPN Account only. Network is fully restricted from outside & only limited access has been given to the clients as per their work. Software based predictive dialer on two IBM server. Database used was MySQL.

7 Case Study Financial Services Call Center Solution with CRM with Customized Multi Flow IVR calling efficiency with Multi level IVRS 100% security of their confidential data. CONTAQUE call center solution for Inbound Multi Flow IVR Solution Our client, Cheque Point is a London based company which is into money transfer business in association with African Partners. Since the company was into money transfer business and multi currency transaction was involved in the business,data secrecy of all transaction was of utmost importance to them. They were looking a trusted partner to set up inbound call center. AVIS has provided full fledge Inbound Solution with ACD, Customized Multi flow IVR with all the Data resides on their premises, considering complete data security. As a trusted partner we recommended to set up their inbound call center in India, which also kept their operational cost low. Software based predictive dialer on two IBM server. Database used was MySQL.

8 Case Study : Blended Solution Education Institute Blended Call Center Solution calling efficiency for handling high volume of inbound calls Voice blasting application to update information to students CONTAQUE Blended call center solution for 100 seats Our client, ISBM is ranked among the top ten International B-Schools that provide management courses through correspondence. Institute has huge base of student enrolled to various correspondence courses. Disseminating updated information to such to such a huge base of students possed major challenge to the institute. AVIS has been well accepted as their technology partner for contact centre solution over 100 seats. AVIS has provided them with CONTAQUE CCS solution which has provided them with complete functionalities of Outbound and Inbound Call Centre. Based on the client requirement AVIS developed functionalities of Voice Blasting for them with the help of which they can blast the IVR to students making them aware of the new courses which gets launched or new offers on those courses. Software based predictive dialer on IBM server. Database used was MySQL.

9 Case Study BPO Blended Call Center Solution abided by FTC Compliance calling efficiency for handling high volume of calls Customized CRM Integration of legacy PBX for Voice over , Follow me feature, barging and whispering along with blind transfer CONTAQUE Blended call center solution for 150 seats with customized CRM Our client, MAIA consulting UK, has been providing innovative and pragmatic solutions in the field of customer management, their customers also includes list of FTSE100 They were looking for call center solution with FTC compliance rules, Talk time of Agents which dials on the basis of agent wait time and call delay set up Based on the requirement from the client AVIS has customized complete CRM for them, integrated its own MySQL database with client MsSQL database. Complete IVR flow has been designed for them on the basis of After work Hours. They have been provided with a complete blended solution where Inbound and Outbound calls can be attended at the same time with a clear differentiation between inbound and outbound. Automatic Dialling Algorithm was designed for them in order to increase the Talk time of Agents which dials on the basis of agent wait time and call delay set up MAIA consulting Office PBX has been configured and successfully implemented by Avis which provides them with enriches feature of Voice Mail over , Follow Me feature, call transfer, blind transfer, barging, whispering and much more. Software based predictive dialer on IBM server. Database used was MySQL.

10 Case Study FMCG Blended Call Center Solution integrated with CRM calling efficiency. Integration of our solution with there existing CRM Call forwarding, barging, whispering and many more features made there work easy CONTAQUE Blended call center solution for 10 seats integrated into the CRM Our client, MASAFI is into offering wide range of premium products from pure natural mineral water, fresh and natural juices, chips, basmati rice and world class tissues. Since the company was determined to give there services across Dubai and outside areas, they were looking for the solution to do there inbound and outbound calling to sell there services across the country. Based on the requirement AVIS has provided full fledged blended solution with ACD, customised multi flow IVR,with our solution is integrated into there own CRM solution. We have provided with a complete blended solution in which the agents who are sitting in there premises receive the calls and if the calls land into the voic they get notification and can do the outbound calling later. With the different features like call barging, call whispering, forwarding and many more there agents have made there services deliverable across the whole Dubai and outside areas. Software based predictive dialer on IBM server. Database used was MySQL.

11 AVIS e Solutions Pvt. Ltd. ISO 9001:2008 Certified D-35, Sector-2 NOIDA INDIA Tel: Fax: Web : sales@avissol.com IM (Skype/Yahoo/Msn) : avissol2