INTELLIGENT CUSTOMER INTERACTION MANAGEMENT SOLUTION
FOR
ALLIANCE GROUP
May 13th 2015
Contents
1.
BACKGROUND .................................................................................................................................. 4
2.
INTRODUCTION ................................................................................................................................ 4
3.
INTELLIGENT TELEPHONY SERVICES (ITS) ........................................................................................ 4
4.
TIMELINES ......................................................................................................................................... 8
5.
COMMERCIALS ................................................................................................................................. 8
6.
SUMMARY: ....................................................................................................................................... 8
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1. BACKGROUND
Intelligent Telephony Services (ITS) represents a step change in the off-the-shelf capabilities delivered by
an ordinary telephone number. A command and control dashboard supplied with the ordinary telephone
number now allows the business to “configure and control” inbound interactions. Direct Inward Dialing
(DID) numbers supplied by a telecom operator can configured to suit the needs of any business process
involving telephony.
ITS can be configured to provide tailor-made communication services to large enterprises. Powered by
the Talisman technology, these automated services provide cost effective reliable alternatives to error
prone and inefficient manual interactions.
All infrastructures will be provided by Talisman and its representative Call2Action Communication Pvt. Ltd
(C2AC) in partnership with a telecom service provider as a complete hosted service.
This document tables the value proposition for Alliance Group.
2. INTRODUCTION
In May 2015, Talisman met representatives of Alliance Group to understand their interaction
management needs.
We understand that Alliance has requested for an intelligent call management solution which meets the
following objectives:
a)
b)
c)
d)
A fully scalable Service
Streamlining inbound interactions
Achieve greater transparency and control of customer interactions
Easy to deploy and manage
3. INTELLIGENT TELEPHONY SERVICES (ITS)
ITS is a comprehensive suite of customer interaction management solution on the Talisman Enterprise
VAS platform. These services are offered as a fully managed plug-and-play cloud offering with zero CAPEX
to our customers.
This proposal outlines the value proposal to Alliance Group and discusses the following solutions:
a) Swap&Talk™- Intelligent Call through Solution
b) FreeConnect™- Call to Action solution levering the capability of missed call
c) Click&Talk™- Intelligent Web to call Solution
d) One-2-Many™- Voice Notification solution
The various solutions are elucidated below:
a) Swap&Talk – Intelligent Call through solution:
The key features of the intelligent call management solution is outlined in figure 1.
Figure 1: Intelligent call through solution Process flow illustration
The process flow is further explained below.
STEP 1: The prospect calls the published number (this can be a project-specific number or a generic 1800
number) to reach Alliance.
STEP 2: After playing a welcome message, the system will call the mobile number of the designated agent
to patch the call. The system can be configured to route the call in parallel or sequential hunting basis.
STEP 3: The agent answers the call and both parties are connected.
STEP 4: The system generates call data records which is made available to the authorized representative
on a web portal. The following information is captured on the CDR:
-Calling Party Number
-Called Party Number
- Call Status (Connected/Dropped/Missed Call)
-Date Stamp
-Time Stamp
-Call Recordings (Optional feature)
b) FreeConnect™- Call to Action solution levering the capability of missed call
The key features of the intelligent call management solution is outlined in figure 2.
Figure 2: Missed call based solution – process flow illustration
The process flow is further explained below.
STEP 1: The prospect calls the published number (this can be a project-specific 10 digit number) to express
interest in the project.
STEP 2: The system will disconnect the call (missed call) and sends and SMS to the prospect indicating
that the request has been received by Alliance and that a sales representative will call shortly.
STEP 3: The system, in a near real time basis, dials the number of the designated sales representative.
Upon confirmation from the sales rep, the system calls the prospect’s number and connects both parties.
STEP 4: The system generates call data records which is made available to the authorized representative
on a web portal. The following information is captured on the CDR:
-Calling Party Number
-Called Party Number
- Call Status (Connected/Dropped/Missed Call)
-Date Stamp
-Time Stamp
-Call Recordings (Optional feature)
c) Click&Talk™- Intelligent Web to call Solution
The key features of intelligent web to call solution is outlined in figure 3.
Figure 3: Missed call based solution – process flow illustration
24/7 Customer Support
Our state-of-the-art monitoring and support centre offers round the clock proactive support to our
customers ensuring strict adherence to SLAs. A few screenshots from our monitoring process is illustrated
in Figure 2.
Figure 2. Proactive Infrastructure and Application Monitoring
4. TIMELINES
The solution will be hosted and managed from Chennai. The timelines for execution will be
communicated after the scope of the solution is finalised.
5. COMMERCIALS
Shared separately.
6. SUMMARY:
We believe that this proposal meets the requirements of Alliance Group. We look forward to hearing
from you.