Presentation of aviation

Enterprise and Service Provider

SOHO

Contact Center

www.cohtechnologies.com | info@cohtechnologies.com

Introduction
Aviation Proposition
Ameyo for Aviation
Case Studies


Leading providers of Customer Interaction Management Solutions
o Patent Pending Technology
o Powering over 400 clients globally
o Billions of calls processed and thousands of active users
o 100s of Self-Help, Outbound, Inbound & Blended processes

Increasing global channel and customer footprint
o Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia

o Productivity
Marketing, Engineering, and Award-winning Support units |
Recognized by leading industry bodies
o NASSCOM IT Innovation award winner (2008) for Market-facing innovation
o IP Contact Center Technology Pioneer Award from TMCnet
o 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
o NASSCOM Emerge 50 – 2009

Productivity | Availability | Capability | Extensibility
Pace Ahead with AMEYO


Call Centres
o Kochar
o Intouch
o ELI Research
o IMRB
o NIIT SmartServe
Hosted Enterprises
o Symbio
o Novanet
Enterprises
o Motilal Oswal
o D’Damas
o GE Money
o LPU & WLC
Telecom
o Dhiraagu
Applications/IVR
o Bookmyshow
o CESC (IVR)
o HCL Technologies


The new paradigm in Enterprise Communications
Helps builds new
Software & IP-based technology
features faster in least
o Software & IP-based technology is future proof
Unlike Hardware-based or “boxed” solutions, IP/software based technology is extremely time
customizable and configurable.
o Can be scaled up without heavy Capex and infrastructure investments. Provides speed and
automation that
Business Process Automation impacts productivity
o No manual overheads, most tasks automated
o Single “view and store” – same information is accessible and updatable by all (depending on Provides cost
roles/privileges)
containment without
o Business process mapping – your technology is built around your process, not vice versa.
compromising on
o Workflows can be “tweaked” as and when new business processes are introduced. Can be
replicated easily technology

Improved SLAs, FCRs through robust technology
Reduces Customer
churn, increases
o Create and deploy new VAS faster for new offerings
ARPU, process
o Self-Help, Intelligent Routing, multimedia, and integrations
efficiencies
o Single Management view of customer and business departments

Increase profitability per customer with up-selling and cross-selling | Reduce cost incurred per customer with resource management |
Improve customer experience with quality service | Reduce attrition with employee satisfaction


Technology
Innovations
IP-based software
Ameyo development platform o Created from ground-up using propriety algorithms
o Open standards like SIP (Session Initiation Protocol) and Web-
o An innovative approach.
Services.
o Enables rapid application development.
o Reduces the development time and
deployment cost. Multi-packaged offering
o Common code stream, but different functionalities and capabilities
with privilege management.
Ameyo execution framework o Ensuring technology provided is built around the business process.
o Based on SOA and Distributed
architecture Multi-tenancy
o Linearly scalable. o Ideal for SaaS-based deployment.
o Real time processing carrier grade aspects o Multiple departments (Single-site or Multi-site)
(high availability and central management)
o Easy integration with third-party tools Code Generation with MDA and “Nodeflow” approach
o No “Shrink-wrap” approach; Auto-generation of code

“Drishti is doing great job with constant innovations. Drishti offers better services and world-class support
that has added value to our business” Sarfaraz Alam, N M Teleservices


Software based Technology
o Java based server application.
o Based on open standards
(SIP, ISDN, XML, XMPP).
o SOA & MDA based.
o Benchmarked standard systems

All-in-one pre-integrated solution
o Feature rich
o Inbuilt CRM, Voice-
Logger, Reporting, ACD, IVR, Dialer, CTI, QM
, CM tools
o Tools to innovate and value-add to business
Reliable | Scalable | Extensible | Future-Proof | Best ROI | Best Technology Partner
Ameyo Communications Suite allows Enterprises to circumscribe their communications requirements into one
integrated solution giving their customers a consistent experience throughout


Online Ticketing System
o Multimedia Support – Chat, E-mail,
Phone
o Create, edit operations
o Visibility of action
o Logging and tracing
o Auto-escalation by the system
o Complete tracking from anywhere via
http://dca.drishti-soft.com
o Feedback Management
o Single Portal for Service & Support
o High responsiveness and accountability
o Eliminates delay

Awarded best ACD, Outbound, Customer Support in APAC by Contact Center World 2008


LAN Switch
AVAYA BCM 1. Customer calls in, call routed in
to Phone-In IVR for flight
queries, cancellation, booking.

Phone In
IVR
1 Administrator 2. Customer response logged into
the DCS and related updation and
External Components

actionable's taken
DCS 2
Agent Stations 3. Booking queries, routed through
DCS to payment gateway via
Avaya Phones Atom IVR as a 3 way conference
ATOM 3 for security and privacy
IVR

Payment 4 Agent Stations 4. 3rd party Payment gateway
Gateway

5. Web based
queries, booking, cancellation, ch
5 eck in updated onto the central
Website system and accorded due
Agent Stations responses


o Improper call management
o Minimalist reporting activity
o Ineffective agent performance
measurement
o Inefficient resource based allocation
o Reduced customer focus
o Resource wastage
o Zero monitoring
o Limited Voice Logging capability


LAN Switch

AMEYO 1
CC Suite
Administrator
AVAYA BCM
AMEYO CC Suite
External Components

Phone In
IVR For
Agent Stations • Call Control
DCS • Call Monitoring
Avaya Phones
• Call
Management
ATOM
IVR
Agent Stations
Payment
Gateway

Website
Agent Stations


o Effective call control and management Supervision
o High level agent performance measurement o Birds eye view of telephony, agent, dialler and lead
o Effective resource based allocation performance

o Collated customer focus o Independent supervisor interfaces for Inbound & Outbound
campaigns
o Resource optimization
o Complete MIS management for device, voice log, services
o Complete point to point voice logging
and systems
Cradle-to-grave Reporting
o Generation of business-oriented Quality Monitoring
comprehensive reports at Agent, o Graphical analysis of real-time and historical data
Campaign, System and Resource levels o Real-time Alert management for SLA, Performance and
o Over 200 Report Templates System Monitoring
o Web-based access for remote users o Call Barge/ Snoop/ Confer
o Real-time and Historical Data Analysis o Force Agent Logout
o Automatic Maintenance and Backup o AHT, APR, CS Score to define KPIs
Management o Quality tagging


LAN Switch

AMEYO CC
Suite IVRS by Drishti
Administrator • IVR with Intelligent
AVAYA BCM routing
• Customer prioritization
• Customizable IVR
Drishti 1 prompts
IVR Agent Stations • IVR integrated with
External Components

DCS database
Avaya Phones
• Caller authentication
• Auto-attendant with
ATOM music on hold
IVR
Agent Stations
• Skill-based routing to
Payment direct your customers to
Gateway the most appropriate agent

Website
Agent Stations


o Automatic Call Routing using DNIS & CRM Integration
Key Features o Intelligent Routing of Multiple Applications
o Self-help service with TTS and
o Call-Flow Designer
ASR
o Run-time Change of Call Flow
o IVR Node Flow Designer with
Scripting Capabilities o Database Integration, DTMF Recognition and Generation
o Multi-language Support o PBX Integration
o E-mail/SMS/Fax Integration o Seamless working with T1, ISDN, E1 or analog lines
o Text-to-Speech (TTS) ability
Advanced features
o Automatic Speech Recognition (ASR) Integration
o IVR Route Mapping of
Customer o Scripting Capabilities

o IVR Jump o E-mail/SMS/Fax integration.
o Customizable IVR prompts o Multi-language Support
o Agent Greetings o Call Conferencing
o Remote Monitoring via GUI-based interface
o 100% Blind Recording (with compression and multimedia
operations)

Email
o Ticketing System (Ameyo Care) with Escalation
management
o Email Queues (integrated with Voice/ SMS queues)
o SLA Management
o Email templates/Bulk Emails
Chat
o Web queues
o Escalation and SLA
Web
o Web Callback
o Integration with web apps/Mashups
SMS
o Bulk SMS
o Customized SMS
o Campaign & Media level exclusion

Fax over IP
Voice Broadcasting


One of the largest Brokerage/Advisory companies in India
Needed complete automation for :
o Advisory
Winner of CNBC-NASSCOM IT user award* for
o Customer Care intelligent use of technology (DACX Ameyo) to
manage business processes
o Back-Office
*Source:
http://www.motilaloswal.com/MediaStory.aspx?
Implementation of complete Customer Interaction ArticleID=664b2988-8ea5-455d-907a-
ab483654472c
Management
o Custom communications flow
"Customer Experience is of utmost
o Multiple extensions per advisor
importance in our business. We
o Missed call notification & automatic callback required a technology solution that
could deliver good customer
o Broadcast voice notifications experience and help us attain our goal.
o Features like Dial-n-trade We chose Drishti due to their
competence and the way they moved
Highlights of Solution Implemented to have in-depth understanding of our
specific business requirements. The
o Lightning fast deployment– no other vendor could match the time to market speed of execution from their end was
o Beat competition like Avaya/Aspect superb. We are glad to have chosen
Drishti“
o Provided the solution at a very appealing cost to the client Anuragi Raman
o Client witnessed increase in business and customer satisfaction Sr. Vice President (IT)


One of the largest Telecom companies in Maldives
Business Requirement email notification of callbacks to the agents
o Advanced IVRS with multi-language support o Live wallboard for the campaign
o User skill management and priority-based o Integration with 3rd party database
customer handling
o Automation of bill payments by integration of
o ACD wait time notifications and personalized IVRS with billing system and web service based
greetings payment gateway
o Voice logging and live monitoring
o Billing Information updates to the customers
Highlights of Solution Implemented
o Enabled business scalability
o System Automation and Backup
o Flexible solution accommodating advanced
Advanced customer care solution customer care features
implemented
o Over 20% increase in answered calls
o Complex call flows designed and implemented
via node-flow designer
o Agent Queue assignments for overflow
management
o Skill and context-based routing
o Callback option selection for the customers and


Nodal agency to manage all the transport related functions for the city of Abu Dhabi
About
o Nodal Agency for transport in Abu Dhabi
o Managing bus, taxi transport
o Need for a mass-reach information and ticketing system o Track Incident Reports
o Requirement for a simplified, cost-effective and relevant solution
o Incident Type Driven Details
o Need for multi-channel modes of interactions
o Assign Tasks and Work Orders
Ticketing system for
o Enquiry / Feedback o Track Complete History of Incident Until
o Grievance Completion

Key Features o Provides the facility to ensure accurate
o IVR based self-service facility Information for Reporting
o Supporting email/sms/phone/web based communication
o Ticketing based incident management with appropriate TAT and o Manage resources to ensure the right people
escalation system are focused on the right things

Benefits
o Better Service delivery
o Sound monitoring for improving SLA’s
o Workforce effectiveness management

India’s largest ticketing portal for films, concerts, shows
Business Requirements
o Automated Ticket Booking System through Single pan
India number 39895050
o Process Automation
“Drishti's advanced technology
o Customizable IVR
platform, Ameyo, proved to be
o Regional Movie Updates just the right solution that could
understand our workflow, and
address the core issues in order
Solution Implemented to achieve process automation
while lowering operational and
o Dynamic IVR/ACD implemented with reporting and voice
transaction costs. We look
logging and inbuilt CTI forward to Drishti’s support in
o Integration with multiple systems like future too.”

CRM, ASR, Database Parikshit Dhar
o Payment gateway integration Director (IT)
o Transaction ID Generation & SMS Confirmation
o Easy change of movies, shows in the IVR via a GUI-based
interface
o CLI-based routing for regional movie information

One of India’s largest Market Research Bureau
About o Real-time quality monitoring with voice
o Runs Market Research & grievance cell quality tagging
processes
o Initially on manual with Alcatel PBX Achievements
o Expanded rapidly on the same
o Wanted scalable CRM, with Quality
technology infrastructure
(voice logging), Outbound
o over 200% growth in agent seats
o Started with 80 seats
o Client very impressed with Drishti’s
Key Highlights technology and recommends Drishti to
o Blended dialing other partners as well
o advanced number/ lead management
o dynamic call pacing ratio
o DNC Compliance
o Internal DND & NDND exclusions
o Integration with CATI
o CTI with customized Pop-up CRM
interface


ISO 9001-2008 certified

Thank You

Corporate Office Branch Office:
Cohesive Technologies Pvt. Ltd. Bangalore I Chennai I Kolkata I Mumbai I Punjab
97, IIIrd Floor, FIE, Patpargunj Ind. Area, Delhi – 110092
Board No. : 011 - 49400000

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