Telecom Case studies

5. Case Studies of Unified Communication System 1. Complaint Booking System for MES (Military Engineering services) • We have provided our Parth unified communication system-IVRS which will register a complaint by giving DTMF inputs. The complaints can be related to electrician, plumber, maintenance, society etc. • Customer can lodge his complaints via IVRs Helpline and later on know the status about same. Customer will get an SMS on various events like registering/closing complaint etc. • Other facilities: • Separate User Interface is provided to update complaint status and monitoring of each activity related to complaints and its working. • MIS Reports • Daily /Weekly/Monthly Reports. • Complaint status wise reports • Report Based on Type of complaints • Escalation to Senior Staff via SMS

6. 2. Text Based Chat Solution for Known Government Bank • We have offered live chat to a Bank as it follows • Live chat for Customers support. • For Internal Staffs • For outsider staff of different branches or headquarter. • For Foreign Branches. • Features: • Complete Chat History • Department wise routing • Live Website Visitor Monitoring • Live Staff Monitoring • Option to enter remarks at the end of Chat • Customizable Disposition • MIS Reports • Multiple Conversation at a time • Transfer Files, Brochures in live chat conversation • Email Chat Conversation • Encryption based Secure communication

7. 3. IVRS based HIV Helpline • We have offered our solution Parth Unified Communication system -IVRS where people can call on particular No. and can get any information about HIV as well as we have also given an option to talk with Educator in detail discussion. • As call will connect, Welcome message will be playing (Welcome to HIV Help Line), system will ask to choose language either English or Hindi. • As got language confirmation, system will offer to choose options by DTMF inputs • What Is HIV & AIDS • About its causes, how its spread and modes of transmission • about its Precautions, Treatment, and Prevention from HIV • to register your complaints • to record your status • to listen complaint status • As per inputs, recorded voice file will be play according to question. After that you can continue for the next question or can disconnect the call. • Other Features: • Separate User Interface is provided to upload voice files • MIS Reports • Reports based on selected Inputs • SMS/Email Alert

8. 4. Call Center Solution for Police-Dial 100 • We have deigned a unique system where callers call on dial 100 number there will be agents available who will speak to you ,listen your concern and assign complaint to nearest police station of your area as well as police officer. • This System works as follows • We will provide a flexibility to create your own CRM in our system • Disposition: We have given option in CRM to enter call dispositions, where agent will choose Police station name, Police Officer name etc. These dispositions are customized and can be create by yourself. • SMS: sms will be drop to Police officer on the basis of selected dispositions by agent. • Remark: Available to update any information. • As Complaint will be resolve by Police Officer, he will update to agents. • Search option will be provided as agent will search with the complaint number and will update the latest remark & close the complaint. • Other Facilities: • MIS Reports: For Reports we have provided separate segment • Police Officer wise Reporting(How many complaints are pending & Closed) • Agent Report • Agent Performance Report • Call Report • 100% Recording

9. 5. IVRS Based Helpline for HRD Ministry • This helpline is designed for the ministry staff members & outsider as well. Caller got IVRS options while dialing the number and respective information will be play based on selection and also provision will be available to speak to counselor. • IVRS options are as follows • Information Services • RegistrationServices • Member Counseling • Grievance Handling • Performance Guidelines • Speak to live counselor • Other Facilities: • Separate User Interface is provided to upload voice files. • MIS Reports • Reports based on selected Inputs

10. 6. IVRS & Executive Based Helpline for Recruitment Government organization work for the welfare of societies and its people. They require an IVRS based helpline where people can register themselves for employment on the basis of their skills, education, companies etc.. Job seekers can register their Contact number & Name via Helpline. Once registration will be complete, they get an SMS/Email alert with the Registration number. Executive Help Desk: All the registered details will be show on the panel of live agents, they will call to Job seekers and complete their profile like Education, Experience, Personal details, Additional skills etc. SMS/Email Alert: Further if any openings come across to organization, they shortlisted their profiles based on company criteria and send alert for the interviews. MIS Reports: SMS Report Executive Performance report IVRS Report Other Customized Reports

11. 7. Helpline for Defence Hospital • we have developed a system which would be able to provide the hospital related information. It is made to quickly to deliver time-critical information to patients like the OT schedule, the doctors available in the OT, the specialist doctor’s information etc. Also provide the basic repetitive information to the patient. • It also help to provide information of available consultants & their timings as well. • Other facilities: • Separate user interface to update the information about schedules, doctor availability, Upload Voice files etc.. • IVRS Report • Daily /Weekly/Monthly Reports.

12. 8. IVRS Helpline for Electricity complaint booking-NDPL • We have offered solution to register complaint via IVRS. Consumer need to call on toll free with registered mobile number, there would be some options announced by the system to register complaint. • If Mobile Number is not registered then system ask to punch the consumer id that mentioned on the Electricity bill and complaint would be register. • Complaint number will be share with consumer via SMS/Email. • Complaint allotted to field Engineer with details of Consumer Address & complaint Number. Engineer will have an option to update Complaint status by calling on IVRS. • Other Features: • User Interface to check all the complaints registered via IVRS • Status can be updated in interface of complaint • MIS Reports • Open/Pending/Closed request • Historical Reports

13. 9. OBD IVR system for awareness of Government Schemes • Our Government has launched a various schemes for our benefits. today we live in this era where mobile facility is very common and available in market from low to high price and mostly people can afford it. If we will go for the survey at least one mobile must sure available in one family. • Here We have developed a technology where we can throw the call on mobile numbers and make people aware with the launched such government schemes with the help of pre-recorded information. • Schemes Like Knaya-Dhan Yojna, Pradhan-Mantri Awas Yojna, Pension schemes etc. • It also helps to give reminder for • Electricity/Water/Phone Bills, • Special Announcements, • Advertisement & Promotional Activities • Insurance/Healthcare Policy/LIC Renewal Etc. • Other Facilities : • User Interface to upload contact numbers and Recorded Information's • Dial Report with details description like how many people have answered the calls, call duration etc..

14. 10. Conference Bridge • The system is designated to allows multiple parties to participate in conversation. It provides a web-based GUI that is very efficient and convenient to use. • Key features of our conference bridge are as follows : • Group management:- we can create a group and put contact details inside that group. We can also upload bulk of contact details through excel sheet to a particular group. • Room management :- Room name can be thought of as a campaign where we will assign a particular group which we wish to start conference for. • Live monitoring :- Admin can monitor calls in conference where he/she will be able to make any or more of the calls mute, unmute, remove, etc. by single click method. In live monitoring panel every calls are easily differentiable according to its nature. • Scheduling :- The system provides scheduling of call in advance of the meeting so that on a scheduled date and time automatically scheduled numbers will be dialed and people will come in conference. • Recording :- All conference calls are being recorded so that if a participant is unable to attend the conference then call can be listened to at a later time • Password security can be provided at all levels of communication. Participants can only retrieve those messages allowed to them by giving the secured password. • Email Alert: Email will be deliver those clients whom are going to participate in conference. This Email consist a time schedule, phone number, id & password to enter in conference • MIS Reports-You can search the report id wise, caller id wise, room wise and date wise. You can also get this report exported to excel if you wish to do so for your use.

15. 11. Helpline for Ghaziabad Development Authority • This IVRS Helpline helps to consumers to register their complaint related to Nagar Nigam, Electricity, Traffic, Women security, Transport etc.. • SMS/Email Alert-Consumer will get complaint number via SMS/email on various events like registering/closing complaint etc. • Complaint Assign to Deptt.: Complaints will be assigning to concern Technician/Staff • Complaint Escalation: If case is not solved within time frame, it should be escalate to senior Staff of the assign department • Other facilities: • Separate User Interface is provided to update complaint status and monitoring of each activity related to complaints and its working. • MIS Reports • Closed/Pending/Partial closed status • Daily /Weekly/Monthly Reports. • Report Based on Type of complaints • Escalation to Senior Staff via SMS

16. 12. Helpline for Uttar Pradesh Election Campaign • Aria has offered state of the art technology to election commission Kanpur to help the people of Kanpur district. Following things people can do by using this IVR based help line system:- • Through IVR, people can find out their polling address by using Voter ID Number • If people don’t know their voter id card number, system will ask to provide some details like Vidhan Sabha, Name, Mobile no, Age etc. • Adding new name in voting list • Edit/ Correction in voting list • For every correction/addition/editing, Request will be generated and these requests will be preceded by agents via desktop application which we have provided for specifically to agents to capture all the activities via IVR system. • An outbound call is making to the people through Desktop Application when the agent has processed the request. This call will be for intimation to the people regarding any changes done by their side for confirmation. • Other Features: • User Interface to check all the records registered via IVRS • Status can be updated in interface as per generated request • MIS Reports • Dial Result • Open/Pending/Closed request • Historical Reports