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Company Overview 2024-25

With over 25 years of expertise, we are a leading contact center solutions provider, delivering innovative and scalable platforms for voice, chat, email, social media, and more.

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Company Overview 2024-25

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  1. Company Overview Revolutionizing Contact Center Landscape

  2. WHO ARE WE? Contact Center Specialist …. Experience of over 25 years + in Contact Center Solutions. 100+ employees across India Product Deck for complete Customer Interaction Management including Voice, Chat, Email, Social Media etc. with option for On-Prim and Hybrid deployment ID Cloud – A complete Cloud offering with requisite license from DoT for India. Solution deployable in other geographies Artificial Intelligence (AI) integration to deliver new age solutions started More than 600 Installations with over 80,000 + installed seats across India and MEA region Available on Microsoft Azure, Zoho, LeadSquared Marketplace Integration with Applications viz. Zoho, Sales Force, Siebel, FreshDesk etc. Designed & Deployed more than 100 different solutions for various industries and verticals

  3. OUR JOURNEY Launched InterDialog Call Centre Suite Transitioned InterDialog CCS to Unified Contact Center Suite Launched ActivePage OAP • Nationwide paging solution • Replaced international solutions • Supported 22 vernacular languages • Handled up to 100,000 calls per day • Controlled 75% of the paging market share in India and 100% in Nepal • Complete call center solution • Worked on Siemens, Tadiran, Alcatel, and other leading EPABXs • Integrated with Asterisk IP PBX • Added communication channels: Email, Chat, Social Media (Facebook, LinkedIn, Twitter) • Integrated Video and WhatsApp Business API Launched ID Cloud Premium cloud contact center software Cutting-Edge Technologies Introduced ActivDesk & ActivLead • ActivDesk multichannel helpdesk software enabling organizations to deliver swift and resolute service • Lead management system with FOS app to manage leads across multiple channels and to convert prospects into loyal customers • AI | ML | NLP | NLU • Chat, Voice & WhatsApp bots • TTS | ASR • Speech Analytics • Sentiment Analysis • Migrated products to the cloud to meet business needs • Option for Hybrid, and On Premises deployment also available

  4. FLAGSHIP PRODUCT ON CLOUD Reliable and scalable cloud solution for exceptional customer connections Premium Cloud  Contact Center  Software HYBRIDSOLUTION Power your long-term success with our software hosted in certified & secure data centers, providing uninterrupted service. Flexibility and control for seamless operations across multiple locations ON PREMISES Secure, own and control for critical operations and improved efficiency

  5. PRODUCT SNAPSHOT USP & Capabilities Proven CTI and ACD Engine Works with all communication Hardware’s • PBX Like Avaya, Siemens, Tadiran, Panasonic, Coral, Samsung, Yeastar & Grandstream – through TAPI / TSAPI • PRI / IVR Cards like Dialogic / Digium / Sangoma / Synway etc. • Software’s like Free switch, Asterisk, FreePBX Browser based interface Agent System OS – Windows / Linux Roles & rights-based user login Multi Factor Authentication / Google Sign-on Unified Agent No code IVR Flow Designer ID SIP Softphone G729 compression codec E-Mail / SMS / WhatsApp / Chat / Social Media Video on Chat Conversational AI (Voice bot / Chat bot) TTS / ASR Voice & Screen Recording (separate or combined file) Voice Recording format – .wav /.mp3 / stereo Multi Language CRM Designer Integration with Active Directory Redundancy & High Availability • • • • • • • • • • • • • • • • •

  6. PRODUCT SNAPSHOT USP & Capabilities Enhanced Security and Compliance Centralized Platform • Upload leads for multiple locations / from multiple sources from a centralized platform • Access reports and analytics for all communication channels / locations in a centralized dashboard Integration Capabilities • Pre-built connectors for leading CRM’s • Extensive APIs for custom integrations • Can be integrated with 3rd party CRM, ERP, and other business applications. Versatile Deployment Options • On-Premises Deployment • Cloud-Based Deployment • Hybrid Deployment Number & Data Masking • End to end data encryption (both Voice & Data). • Compliant with GDPR, PCI-DSS and other regulations. • Scalability Scale as you grow, add new users, features and communication channels • Able to dial up to 5000000 calls in a day (10 Hours) through a single setup • NISD - Serving 32 states through a single setup for Elder Line helpdesk •

  7. OTHER PRODUCTS Lead Management Software with FOS App Helpdesk & Ticketing Software

  8. SOLUTIONS BY BUSINESS TYPE ENTERPRISE MSME/SMB Cost effective, ready to use solutions to efficiently manage multichannel customer interactions STARTUPS Explore efficient and seamless options with contact center as a service for quick and easy deployment Scalable and secure AI powered omnichannel contact center software for sustainable business growth

  9. SOLUTIONS BY INDUSTRY Banking E-commerce Travel & Hospitality Fintech Healthcare Cab Aggregator NBFC Real Estate Emergency Services Insurance Edtech Clinics & PathLabs Telecom Education NGO's IT/ITES/BPO Automobile Smart Cities

  10. SOLUTIONS BY FUNCTION Remote Work Appointment Setting Help Desk Order taking & Delivery Lead Generation Welcome Call Telemarketing & Sales Surveys & Feedback Collections Political Campaigns

  11. OUR IMPLEMENTATIONS Ahmedabad Botswana Kenya Nigeria Rwanda Uganda Zambia Zimbabwe UAE United Kingdom Bangalore Chennai Hyderabad Kolkata Mumbai Delhi NCR Pune All State Capitals

  12. CUSTOMERSINDIA

  13. CUSTOMER SUCCESS STORIES Customer Name Industry Licenses : HDB Financial Services Ltd (leading NBFC*) : BFSI Among the top 10 Debt Collection company in India. Part of HDFC bank Limited. : On 11000+ seats in eleven cities of India Solution Provided: • API integration with debt collection portal Implemented predictive, progressive and preview dialer Advance dialing logics to reduce cost per collection Centralized lead distribution to localized call center Centralized reporting for global view Impact: Customer’s Ask: • Integrate with debt collection portal Localized call center in different geographies Reduce cost per collection by reducing inefficiencies and inaccuracies Increase customer contact and agent productivity Efficient & zero error calling data distribution on all India basis Global view and decentralized reports Reduced cost per collection • • • Increased call connect ratio • • Enhanced efficiency of agents • • Realtime MIS • • • • • •

  14. CUSTOMER SUCCESS STORIES Customer Name Industry End Customer Implementation Business : Eureka Outsourcing Solution :ITES : Upstox : 200+ seats in call centers : Diverse business portfolio comprising of a mix of BPM and KPO services Impact: • Solution Provided: • Inbound calls and centralized telephony Centralized self service IVR Call distribution to different centers Integrated with voicebot and backend CRM software Implemented Disaster Recovery (DR) Availability of Centralized reports Customer’s Ask: • Centralized telephony with distributed CTI Disaster Recovery (DR) Call distribution to various centers on SIP Integration with IVR Bot for generative AI Quick deployment and implementation of ongoing changes 99.99% Uptime Centralized view of all reports & Analytics Efficient use of IVR to handle mundane calls Critical calls handled by agents Optimum utilization of IVR to increase agent efficiency Better customer satisfaction • • • • • • • • • • • • • •

  15. CUSTOMER SUCCESS STORIES Company : Just Dial Limited (India’s leading local search engine) Business : Search Engine and associated services Company Implementation : Outbound Calling solution on 7000+ seats in 11 cities Impact: Solution Provided: Customer’s Ask: Dialer solution & integration with Looking for an Indian Vendor to match • Improved performance of its • • Genio (Justdial’s in house CRM) capabilities of Avaya/Aspect task force Integration with Avaya PBX through Company with high integration skills • • Overall increase in efficiency • H323 protocol which was lacking in their previous vendor

  16. CUSTOMER SUCCESS STORIES Company : Tech Mahindra Limited Business : Global leader in IT solutions, BPO, business consulting services & digital technologies Implementation : Contact center solution Deployments: Indian Bank Chennai Bank of Baroda Gandhi Nagar New India Assurance Noida Mahindra Holidays Mumbai & Chennai Amazon Gandhi Nagar, Mangalore

  17. CUSTOMERS MEA

  18. CUSTOMER SUCCESS STORIES Customer Name Business Implementation : Housing Finance Bank (HFB), Kampala, Uganda – (SYBYL) : First incorporated as a private limited company in 1967 as Housing Finance Company Uganda Limited, Lincensed and regulated by Bank of Uganda as a commercial Bank in 2007 : Unified Agent License with Ticketing License Impact: Solution Provided: Customer’s Ask: • Unified Solution with multimedia channels Integration with Core Banking Application for Customer Demographic details Integration with Active Directory Call recording and customized Reports Enhanced efficiency of agents for • Unified agent with ticketing solution • handling multiple channels giving Customized Agents Screens • • 360° view displaying CBS data on agent Screen Unified customer interaction history • • •

  19. CUSTOMER SUCCESS STORIES Customer Name Business It is licensed by the Bank of Uganda, the central bank and national banking regulator. Implementation : Inbound & Outbound agent License with IVR, Reporting and Monitoring with Voice recoding Solution : Finance Trust Bank, Kampala, Uganda – (SYBYL) : Finance Trust Bank, commonly called Finance Trust, is a commercial bank in Uganda. Impact: Solution Provided: Customer’s Ask: Enhanced efficiency of agents for • Unified contact center solution with Inbound and Outbound Call Center • • handling customer queries Customized CRM to capture Solution with Customer Demographic 100% voice recording for quality • Customer Demographic details details monitoring and training Customized Reports Reporting and Monitoring, Voice • • Voice Recording Application with recording • monitoring tools

  20. CUSTOMER SUCCESS STORIES Customer Name Business Implementation : DFCU Bank, Kampala, Uganda – (SYBYL) : DFCU Bank, registered as the Development Finance Company of Uganda Bank Limited, is a commercial bank in Uganda. It is licensed by the Bank of Uganda, Uganda's central bank and national banking regulator : Inbound & Outbound agent License with IVR Impact: Solution Provided: Customer’s Ask: Enhanced efficiency of agents for • Unified contact center solution with Inbound and Outbound Call Center • • handling customer queries Customized CRM to sync data across Solution with Customer Demographic Unified interface to enhance agent • systems details convenience and customer Customized Reports Reporting and Monitoring, Voice • • experience Voice Recording Application with recording • monitoring tools

  21. CUSTOMER SUCCESS STORIES Customer Name Business Implementation : Uganda Registration Services Bureau (URSB), Kampala, Uganda – (SYBYL) : Uganda Registration Services Bureau is a semi-autonomous government agency responsible for civil registrations, business registrations, registration of patents and intellectual property rights, and any other registrations required by law : Unified Agent License with Ticketing, IVR Impact: Solution Provided: • Multichannel call center solution with Helpdesk ticketing software to capture customer demographic details Customized Reports, Reporting and Monitoring tools Voice Recording Application Reporting and Monitoring with Voice recoding Solution and Wallboard application Customer’s Ask: Better customer service with auto • Inbound and Outbound Call Center • assignment of customer support Solution tickets Ticketing software, Notification, • • Enhanced efficiency of agents with • escalation of tickets • integration of all systems Reporting and Monitoring, Voice • • Bird’s-eye view of all key metrics • recording

  22. ADVANTAGE TECKINFO Cutting-edge Technology Customer-centric Approach Experienced and Certified Professionals Domain Expertise Flexibility and Scalability Competitive Price and Performance Comprehensive Solutions Quality Support

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