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PRECISE DIALER POWER PACKED PERFORMER Nem.con Grandeur Pvt Ltd.

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Presentation on theme: "PRECISE DIALER POWER PACKED PERFORMER Nem.con Grandeur Pvt Ltd."— Presentation transcript:

1 PRECISE DIALER POWER PACKED PERFORMER Nem.con Grandeur Pvt Ltd.

2 INDEX PRECISE DIALER – What is it? PRECISE DIALER - Components PRECISE DIALER – Key Features. PRECISE DIALER – Adaptability Matrix Our Approach Our Advantages Thank you

3 PRECISE DIALER – WHAT IS IT PREDICTIVE PROGRESSIVE PREVIEW Autodials on the numbers uploaded, X datapoints simultaneously and hands over the calls to the agents where the receiver takes the call. Allocation of the calls happens basis the intelligent logic fed into the DIALER. Display of receivers information after the call has been picked up Autodials on the numbers uploaded, X datapoints simultaneously and hands over the calls to the agents where the receiver takes the call. Allocation of the calls happens basis the intelligent logic fed into the DIALER. Display of receivers information after the call has been picked up In this mode the DIALER automatically dials one call at a time and displays the information of the receiver simultaneously, irrespective of whether the receiver takes the calls or not This is a completely manual mode where in the agent chooses to call the uploaded datapoints in the autoDIALER. Pre calling information can be availed for any receiver of the calls. This is a completely manual mode where in the agent chooses to call the uploaded datapoints in the autoDIALER. Pre calling information can be availed for any receiver of the calls. Our PRECISE DIALER operates on any mode as selected by the super user.

4 PRECISE DIALER – COMPONENTS DIALLING ENGINE CRM DATABASE The heart of the entire module. Responsible for receiving and/or sending calls as per decided logic. Connects with the CRM and updates Database. Generates CDR / call records through CGI / PERL Script The heart of the entire module. Responsible for receiving and/or sending calls as per decided logic. Connects with the CRM and updates Database. Generates CDR / call records through CGI / PERL Script The front end module where all the information of the receiver is inputted and viewed. Enables monitoring / uploading of leads / Reporting / MIS of the operations. A tool with access control which ensures only required features are parked with commensurate authority in the entire hierarchy. The front end module where all the information of the receiver is inputted and viewed. Enables monitoring / uploading of leads / Reporting / MIS of the operations. A tool with access control which ensures only required features are parked with commensurate authority in the entire hierarchy. As the name suggests all the details of every lead uploaded resides in the data base. Broadly, while the CRM fetches all the data to be displayed from the DB, the DIALER picks up all data points from the DB to call upon. As the name suggests all the details of every lead uploaded resides in the data base. Broadly, while the CRM fetches all the data to be displayed from the DB, the DIALER picks up all data points from the DB to call upon. An optimized combination of all the three ensures a good DIALER that leaves very little room for any hassle, and the users can focus on business productivity

5 PRECISE DIALER – KEY FEATURES CAMPAIGN Run campaigns on any of PRECISE mode - campaign by campaign Facility. Intelligent campaigning – For eg. Campaign 1 leads – automatic Campaign 2s raw data. CAMPAIGN Run campaigns on any of PRECISE mode - campaign by campaign Facility. Intelligent campaigning – For eg. Campaign 1 leads – automatic Campaign 2s raw data. CALLING ACCESS Local calling access through SIP clients / PSTN Phones / IP phones. Web based with the DIALER in a SAAS mode using our platform, with/without SIP client CALLING ACCESS Local calling access through SIP clients / PSTN Phones / IP phones. Web based with the DIALER in a SAAS mode using our platform, with/without SIP client CALLING In bound and out bound individually and mutually exclusively. Blended / Auto Scheduling and call back. Bridged calling – two calls bridged by DIALER CALLING In bound and out bound individually and mutually exclusively. Blended / Auto Scheduling and call back. Bridged calling – two calls bridged by DIALER CALLING LOGIC MODES Agent Skill Basis First Come First Serve basis. Skills Silo Basis Any other customized logic as client reqs. CALLING LOGIC MODES Agent Skill Basis First Come First Serve basis. Skills Silo Basis Any other customized logic as client reqs. KEY FEATURES OF THE DIALER COMPLIANCE Drop Timer with Safe Harbor message for FTC compliance. System wide or per campaign DNC lists as per fed logic. Full US FTC compliant capability. CUSTOMIZATIONS Single leg / Multi leg / multi layered IVR blending pre/post agent call handling. Time zone restricted dialling / Answering machine / sw off detection.. Enabling any other customization that client seeks for atypical calling requirements

6 PRECISE DIALER – KEY FEATURES CAMPAIGN MGMT Create campaigns & Upload campaign leads Enable Script as per campaign. Create specific DNC rules and segregate calling base for any campaign. CAMPAIGN MGMT Create campaigns & Upload campaign leads Enable Script as per campaign. Create specific DNC rules and segregate calling base for any campaign. CONTROL ACCESS Assignment of rights as per need to Agents End clients Any other entity in the process. CONTROL ACCESS Assignment of rights as per need to Agents End clients Any other entity in the process. CALLING MGMT - 1 Predictive mode – with speed setting Progressive mode Preview Mode In campaign shuffle between modes. CALLING MGMT - 1 Predictive mode – with speed setting Progressive mode Preview Mode In campaign shuffle between modes. CALLING MGMT - 2 Define min/max call handling time. Lead allocation – logical/random/blended Auto call whisper/transfer prompt setting Set call back logics and scheduling CBs. CALLING MGMT - 2 Define min/max call handling time. Lead allocation – logical/random/blended Auto call whisper/transfer prompt setting Set call back logics and scheduling CBs. KEY FEATURES - ADMIN PANEL LIVE MONITORING Call Hijacking – Admin Enabled – Agent executed Call transfer – Admin enabled – Agent Executed Call Whispering – Admin Executed Live barging – Admin executed All / selective call recording ANALYTICS Standard – Customized MISes on every bit like Campaign/Agent – efficiency / productivity / C-SAT. Rankings of Agents on various parameters of performance. Other MISes like ACHT / Service Levels – Any other metric the client wants.

7 PRECISE DIALER – KEY FEATURES KEY FEATURES – THE CRM CUSTOMER INFORMATION Capture any /all customer demographics. Send wishes to customers on key occasions like birthday / anniversary by mail or sms or IVR calls. capture customer preferences basis demographics/ previous history CUSTOMER INFORMATION Capture any /all customer demographics. Send wishes to customers on key occasions like birthday / anniversary by mail or sms or IVR calls. capture customer preferences basis demographics/ previous history AGENT CRM MODULE Auto popup in case of any outcall / in call to view customer history and update. Call transfer with closure transfer/call conferencing / parking / text chatting with supervisor. Can simul-dial alternate numbers. Call escalation across hierarchy. AGENT CRM MODULE Auto popup in case of any outcall / in call to view customer history and update. Call transfer with closure transfer/call conferencing / parking / text chatting with supervisor. Can simul-dial alternate numbers. Call escalation across hierarchy. ADMIN CRM MODULE Create Multiple sub admins / super admins / roles. Switching between various carriers and modes for cost optimization – Define your own dial plan. Add dynamic dispositions/create surveys Create alarms/alerts for agents/self. ADMIN CRM MODULE Create Multiple sub admins / super admins / roles. Switching between various carriers and modes for cost optimization – Define your own dial plan. Add dynamic dispositions/create surveys Create alarms/alerts for agents/self.

8 CAPABILITY MATRIX POTS/ PSTN GSMCDMA PRI- E1 / T1 V o I P EPABXIP PBXGSM GATEWAYCDMA GATEWAYANY VoIP CLIENT ANY COMMUNICATION TECHNOLOGY ANY COMMUNICATION HARDWARE ANY THIRD PARTY TOOL ANY THIRD PARTY PLATFORM We have the capability to integrate any hardware(s), any third party tool(s) and communication technology(ies) in a standalone or blended mode.

9 OUR APPROACH A Understand the Business Model & existing and latent Needs B Create an Optimal Solution C Solution Deployment D Strong Support Mechanism E Pro Active Monitoring A. Our BUSINESS DEVELOPMENT team contacts the client and understands the clients needs, both existing and LATENT – to create a solution that will not only cater to current requirements but also future needs, hence on an over- all basis, delivering value and economy to the client. B. Our Solutions Architects devise the solution keeping in mind the need and economy, and timeline in question. C. A trained team UATs the solution then deploys it. Keeps it under observation till assured of its robustness. D. Our after-sales service team is constantly on toes ensuring that any breakdown Is attended to within TAT, there by Ensuring that customers business has No or little impact. E. We have our own pro active monitoring set up which sends us alarms in case of any break down, and in most situations we will be able to plug the break down within committed SLAs. We have an APPROACH TO PARTNER AND SUCCEED ALONGWITH OUR CLIENTS.

10 OUR ADVANTAGE HARDWARE CAPABILITY SOFTWARE CAPABILITY SERVICE CAPABALITY NGPL Our applications have the capability to speak to hardware of any make/organization, allowing client to avail of the best of both the worlds of Hardware and applications. While there are standard apps, we are primarily a solutions company, and hence can accommodate/create applications for our clients. Our length and breadth of applications spans beyond pure Call Center, allowing us to offer our clients a single window offering various solutions. A remote online service model, which ensures faster turnaround time and more cost economic model.

11 E N T E R I N T O T H E F U T U R E O F C O M M U N I C A T I O N S


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