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Presentation of transport tracking system

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Presentation of transport tracking system

  1. 1. Enterprise and Service Provider<br />SOHO<br />Contact Center<br />www.cohtechnologies.com | info@cohtechnologies.com<br />
  2. 2. About Us<br />Leading providers of Customer Interaction Management Solutions<br /><ul><li>Patent Pending Technology
  3. 3. Powering over 400 clients globally
  4. 4. Billions of calls processed and thousands of active users
  5. 5. 100s of Self-Help, Outbound, Inbound & Blended processes</li></ul>Increasing global channel and customer footprint<br /><ul><li>Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia
  6. 6. Marketing, Engineering, and Award-winning Support units</li></ul>Recognized by leading industry bodies<br /><ul><li>NASSCOM IT Innovation award winner (2008) for Market-facing innovation
  7. 7. IP Contact Center Technology Pioneer Award from TMCnet
  8. 8. Awarded best ACD, Outbound, Customer Supportin APAC by Contact Center World 2008.
  9. 9. Deloitte fastest 500 in Asia-Pac (2008)
  10. 10. Red Herring top 100 Finalist
  11. 11. NASSCOM Emerge 50 – 2009</li></ul>Productivity |<br />www.cohtechnologies.com | info@cohtechnologies.com<br />www.cohtechnologies.com | info@cohtechnologies.com<br />www.cohtechnologies.com | info@cohtechnologies.com<br />www.cohtechnologies.com | info@cohtechnologies.com<br />
  12. 12. Valued Customers across Domains<br />
  13. 13. AMEYO –The All-in-One Communication Suite<br />Software based Technology<br /><ul><li>Java based server application.
  14. 14. Based on open standards (SIP, ISDN, XML, XMPP).
  15. 15. SOA & MDA based.
  16. 16. Benchmarked standard systems</li></ul>All-in-one pre-integrated solution<br /><ul><li>Feature rich
  17. 17. Inbuilt CRM, Voice-Logger, Reporting, ACD, IVR, Dialer, CTI, QM, CM tools
  18. 18. Tools to innovate and value-add to business</li></ul>Reliable | Scalable | Extensible | Future-Proof | Best ROI | Best Technology Partner <br />
  19. 19. AMEYO –IVRS<br />Key Features<br /><ul><li>Self-help service with TTS and ASR
  20. 20. IVR Node Flow Designer with Scripting Capabilities
  21. 21. Multi-language Support
  22. 22. E-mail/SMS/Fax Integration</li></ul>Advanced features<br /><ul><li>IVR Route Mapping of Customer
  23. 23. IVR Jump
  24. 24. Customizable IVR prompts
  25. 25. Agent Greetings</li></ul>Create custom-call flows with a GUI based easy to use interface<br />A library of nodes provides for step by step creation of complex or simple call flows<br />
  26. 26. IVRS Proposition<br />
  27. 27. Client Requirements<br />Client Needs a solution which<br /><ul><li> Provides better services to the public by improving CC unit
  28. 28. Meets all customer needs and respond to their constructive feedback in an ongoing manner.
  29. 29. Provides for a multi-lingual IVR for self service by customers.
  30. 30. Is a robust information dissemination system that has mass reach which is centrally monitored
  31. 31. Leverages increase in literacy rate and telephony penetration
  32. 32. Is a system that is simple, cost-effective and relevant </li></ul>IVRS to be utilized to assist citizens to<br /><ul><li> Make authorities accountable
  33. 33. Enable communication and information on state of affairs
  34. 34. Get information on routes/nearest bus/fastest route/Tourism buses/cabs/FARES..
  35. 35. Giving customers more avenues for support and Reduce dissatisfaction
  36. 36. Effortless tracking of available resources for efficient resource based allocation
  37. 37. A future ready system, that is easy to implement and equally easy to scale-up</li></li></ul><li>Process Flow<br /><ul><li>Caller calls up the IVR
  38. 38. Seeks information on transport system
  39. 39. Information can be for routes/nearest bus/fastest route/Tourism buses/cabs/FARES
  40. 40. Caller will voice in the information required (like language option, information required, fare query etc)
  41. 41. The IVR integrated with DB which is further integrated with VTS system
  42. 42. VTS system keeps real time track of vehicles and their positions
  43. 43. The VTS will regularly update on the location and the time required for the vehicle to reach the destination</li></li></ul><li>Inbound IVRS<br />Query Via IVRS<br />Example:<br />A query related to status, presence, fare, distance, time filed via IVRS<br />Customer files query via IVR<br />System generates query response and puts the details in a repository<br />System confirms the status via IVR announcement<br />Information on vehicles with location<br />CAB / BUS<br />GPS/GIS<br />DB<br />Real time status Update<br />
  44. 44. Drishti’s Ameyo – Solution Offering<br />IVRS (Interactive Voice Response System). <br /><ul><li> Provides new and relevant information services
  45. 45. Supports multiple languages</li></ul>Multi-lingual IVRS provides<br /><ul><li> Complete, reliable and high performance software solution
  46. 46. Users can create their personalized service comprising of localized updates, distance advisory, news and fares in the local language of their choice.</li></ul>A complex IVR that incorporates<br /><ul><li> Multi-lingual support
  47. 47. Enables skill-based routing.
  48. 48. Includes a unique feature called Personalized IVR based on recognition of interaction history for language appropriation (Upon request with added PS charge)</li></li></ul><li>Benefits to Customer –Drishti Competence<br /><ul><li> Auto-Attendant connects the caller with the appropriate department/destination or query responder
  49. 49. Notification solution to quickly deliver time-critical information to customers.
  50. 50. Risk Management and Reduction record call audio for records or transcription, secure confidential information, and authenticate and verify callers
  51. 51. Custom IVR create custom IVR applications for any requirement or project.
  52. 52. Enables achievement of higher operational efficiency & higher customer satisfaction.
  53. 53. Facility to ensure accurate Information for Reporting
  54. 54. Manage resources to ensure the right people are focused on the right things
  55. 55. Track incident reports and track complete history of incident until completion’
  56. 56. Maximized First Call Resolution
  57. 57. Provided Service Level Management over multimedia channels</li></li></ul><li>Drishti’s Ameyo – Solution Components<br />Components<br /><ul><li> Software Licenses
  58. 58. Automatic Call Distribution (For managing inbound calls)
  59. 59. IVR System (For self-service)
  60. 60. Voice Logger (For recording voice based interactions and Supervisory and QM roles)
  61. 61. Reporting (For Quality Monitoring, Analysis)
  62. 62. CRM/CTI (For managing farmer interactions)</li></ul>Integrations<br /><ul><li> SMS Gateway Integration
  63. 63. CRM / DB integration
  64. 64. Ticket System
  65. 65. VTS integration</li></ul>Other Components<br /><ul><li> Product Customizations
  66. 66. AMC
  67. 67. Professional Services
  68. 68. Setup and Training</li></li></ul><li>Award Winning 24X7 Support<br />Online Ticketing System<br /><ul><li>Multimedia Support – Chat, E-mail, Phone
  69. 69. Create, edit operations
  70. 70. Visibility of action
  71. 71. Logging and tracing
  72. 72. Auto-escalation by the system
  73. 73. Complete tracking from anywhere via http://dca.drishti-soft.com
  74. 74. Feedback Management
  75. 75. Single Portal for Service & Support
  76. 76. High responsiveness and accountability
  77. 77. Eliminates delay</li></ul>Awarded best ACD, Outbound, Customer Supportin APAC by Contact Center World 2008<br />
  78. 78. BookMyShow – Network 18<br />India’s largest ticketing portal for films, concerts, shows<br />Business Requirements<br /><ul><li>Automated Ticket Booking System through Single pan India number 39895050
  79. 79. Process Automation
  80. 80. Customizable IVR
  81. 81. Regional Movie Updates </li></ul>Solution Implemented<br /><ul><li>Dynamic IVR/ACD implemented with reporting and voice logging and inbuilt CTI
  82. 82. Integration with multiple systems like CRM, ASR, Database
  83. 83. Payment gateway integration
  84. 84. Transaction ID Generation & SMS Confirmation
  85. 85. Easy change of movies, shows in the IVR via a GUI-based interface
  86. 86. CLI-based routing for regional movie information</li></ul>“Drishti'sadvanced technology platform, Ameyo, proved to be just the right solution that could understand our workflow, and address the core issues in order to achieve process automation while lowering operational and transaction costs. We look forward to Drishti’s support in future too.”<br />Parikshit Dhar<br />Director (IT)<br />
  87. 87. Dial 1298 – Ambulance<br />Nationwide network of Life Support Ambulance Service <br />About<br /><ul><li> Need for efficient and affordable ambulance system
  88. 88. Resource based allocation with equitable mapping
  89. 89. Independent ambulance system with real time tracking for faster response time</li></ul>Key Features<br /><ul><li> Computer Aided Dispatch System (CAD)
  90. 90. Records the details of an emergency incident including location
  91. 91. Finds the next available ambulance and dispatches the ambulance.
  92. 92. Single location setup
  93. 93. Catering to calls from Multiple regions with multiple DID’s
  94. 94. Regional language IVR
  95. 95. Interaction management system
  96. 96. Location mapping using Google maps and AVTS</li></ul>Benefits<br /><ul><li> Reliability of service
  97. 97. Usability of resources
  98. 98. Efficient Performance delivery
  99. 99. Supportability of existing healthcare infrastructure
  100. 100. Smooth integrated Implementation
  101. 101. Ease of usage Interface</li></li></ul><li>G S Management – Rural IVR<br />A Business services company, delivering business value through services in vertical markets<br />About<br /><ul><li> More than 72.4% of Indian population in rural areas.
  102. 102. Need for a mass-reach information system
  103. 103. Requirement for a simplified, cost-effective and relevant solution</li></ul>Mobile phone-based information service for farmers to be <br /><ul><li> Educated
  104. 104. Assisted</li></ul>Key Features<br />Drishti's Ameyo communications suite became the advanced solution enabling this at an unbeatable cost. <br /><ul><li> Supporting 7 regional languages
  105. 105. Personalized service comprising of localized weather updates, crop advisory, agricultural rural news and market prices
  106. 106. Achieving extremely low costs per transaction</li></ul>Benefits<br /><ul><li> Leverage information technology for individual as well as community benefits.
  107. 107. Provides filtered information to the needs of a rural user in a language he understands through normal telephone beyond any terrestrial boundaries.</li></li></ul><li>ISO 9001-2008 certified<br />Accr. no. MSYS 013<br />Thank You<br />Corporate Office<br />Cohesive Technologies Pvt. Ltd.<br />97, IIIrd Floor, FIE, Patpargunj Ind. Area, Delhi – 110092<br />Board No. : 011 - 49400000<br />Branch Office:<br />Bangalore I Chennai I PuneI Kolkata I Mumbai I Punjab<br />