2. YOUR BUSINESS HAS A PROBLEM !
Do your CRM & phone talk with each other ?
lYour customer care phone number and email address are points of customer contact
lYour CRM automatically tracks customer interactions on tickets, emails and web but cant not
track customer care number/sales numbers.
lHow do you make sure that there is a single point in your CRM that can track every
interaction with your customer?
3. CRM WITH KNOWLARITY TELEPHONY SOLVES IT
Helps make your CRM sync with your phone
lKnowlarity provides complete telephony integration with your existing CRM.
lOur solution makes it possible to capture all customer interaction made over the phone right
inside your CRM
lHelps you to:
lImprove customer experience
lIncrease your agent productivity
lHave a unified view of the customer interactions in one single place
4. KNOWLARITY TELEPHONY SOLVES MULTIPLE PROBLEMS
Better marketing ROI with lead tracking on telephone1
Super intelligent call routing for better sales/service effectiveness2
Recording and measurement of every outbound call in
CRM
3
Collecting information from field agents over telephone
into CRM
4
5. KNOWLARITY SOLUTIONS FOR Devyani International
Inbound Call
Solution
For
QSR
•Handle all incoming customer inquiries on a “single phone” number
•Transfer call to other branches can be done through agents at main centre
OR
•After identifying the operator circle from which customer is calling, IVR will give options to callers
to connect with branches, present in that operator circle
•Access “call logs” and “recordings” of all incoming calls and integrate with CRM
Virtual
Numbers
•A dedicated number for each Devyani School/Food Outlet across India
•Measure ROI generated through various advertising medium like print ads, wall paintings,
billboards, Google Ad words etc.
•Access “call logs” and “recordings” of all incoming calls and integrate with CRM
Outbound
Calls
•An easy way to connect with users, where agents need to click customer number on
existing CRM to whom they want to talk and initiate call procedure.
•Our System starts calling to Agent number and once picked, system would call to
customer.
•Access “call logs” and “recordings” of all incoming calls and integrate with CRM
6. 1. INCOMING SINGLE NUMBER SOLUTION - WORK FLOW
Flow post call landing and pre IVR fetch
Customer
Calls at Devyani
Single Number
1
Customer
Knowlarity Server
Checks whether
customer is new or
existing. For existing
customer, name is
returned
New customer
Flow
Existing
customer Flow
2
3
a
b
7. EXISTING CUSTOMER SOLUTION - WORK FLOW
a
As it is existing student, so
Knowlarity will fetch data and
forward call to the last agent,
Customer had a talk with
Agent
Real Time Reporting
In case of an existing customer, his
name and information about last
centre he called, are retrieved from
CRM
1.A personalized message is played
to caller asking him to connect the
last centre he visited or if he wants
to talk to agent (Main Centre) and
accordingly call will be routed to
desired centre.
2.Post call logs would be updated
8. CALL ROUTING FROM MAIN CENTER TO DIFFERENT BRANCHES
b
New Customer Call Flow
Real Time
Reporting
Centre 1
Centre 2Agent 2
Agent 1
Single Nmber
Branches
Call Center Agent dials
*1201 to connect to
another centre
Main Centre Agent dials
*1201 to connect to
another branch
3
3
4
4
9. SOLUTION -CALL FLOW
1
•Customer calling into the number and call is transferred to the agent in main centre
•Option of playing an IVR will be played during call transfer
2
•Call transfer takes place to the main centre agent. Transfer can be sequential or parallel
a) Sequential – Agent1, Agent2
b) Parallel – (Agent1,Agent2)
3
•Agent at the main centre can conference the branch agent by pressing a short code, say *1201
•Main centre agent can either continue or leave the conference, depending upon the situation
Even if main centre agent leaves the conference the Customer will remain connected to branch
4
•All the incoming calls are shown in call logs. Logs can be segregated based on main centre or a desired branch
•Recordings of all the conversations are also available that can be used for training purpose
•Call recording links would also be pushed in to existing CRM
10. •Branch short Code will follow this mechanism
•Each Short code will be 4 digits
•Code is in the form of xxx-y, where the first 3 digits will specify the branch location and the last
digit is the extension in that branch
•Provides flexibility to add 100 locations and specify up to ten extensions in a branch
•On Each extension multiple phone numbers can be mapped and call transfer can either be
programmed as sequential or parallel or combination of both
•Example of Short Code
•1201 : Bangalore
•1202 : Delhi
•1203 : Mumbai
MAPPING BRANCH SHORT CODE
11. SOLUTION TO CONNECT WITH DESIRED BRANCHES AUTOMATICALLY
b
New Customer Flow
System determines the
operator circle of the
caller
Knowlarity Server
Centre A
Centre B
1.In case of a new customer, our system determines caller’s operating circle
2.Based on the operating circle, system plays the IVR and asking for various centers to choose which
are present in that operating circle
3.Based on the user’s input, he can connect to that centre
4.Post Call logs would be updated with date, time, caller number and agent that answered the call
5. Incase none of the Agents answers the call, it will be logged as Missed Call
An IVR will be played:
Press 1 to visit Centre A
Press 2 to visit Centre B
Real Time
Reporting
Single Nmber
12. 2. AUTOMATED OUTBOUND CALLS
Upload Customer Data
CRM Panel
1
Agent Clicks on Click-to-
dial button in CRM Panel2
Knowlarity Server
generates two calls. One
to Agent and one to
customer
Customer
Agent
4 4
3
Real Time Reporting
of Call Details
13. SOLUTION -CALL FLOW
1 •Agents need to upload the customer data either in .xls or.csv format
2 •Agent need to initiate the calls by pressing a button or by giving a miss call on a number
3
•First call will land at agent’s mobile number, second call will land at customer’s mobile number and
both call will bridged after that and so on
4
•All call logs will made available with time and agent’s number
•Recordings of all the conversations are also available that can be used for training purpose
•Call recording s and other details can be pushed in to existing CRM
14. 3. SOLUTION WORKFLOW- CLICK TO CALL
Customer
One call is generated to Agent’s Number and
second call is sent to customer number. And
when picked, both calls get bridged
agent
Agent
clicks on
the click –
to-call
button
Real Time
Reporting in
Existing CRM
Existing CRM
16. KNOWLARITY FAMILY
About
Investors
Knowlarity is the pioneer of cloud telephony in India and creates state of the art products for SMEs and Enterprises.
The company makes business telephony reliable and intelligent by providing a suite of hosted products that help
businesses to improve their productivity. The company was incorporated in Aug 2009 and has grown from a garage
startup to a 200+ employee company.
Knowlarity is backed by Sequoia Capital, one of the most prestigious Venture Capital firms in the world. Sequoia
has invested over $6M in Knowlarity. They have previously made investments in companies like Google,
Apple, YouTube, LinkedIn and Justdial.
Awards
www.knowlarity.com
17. MANAGEMENT TEAM
AMBARISH GUPTA, C.E.O
Ambarish worked as a Strategy Consultant with McKinsey & Company in the United States
before returning to India to start Knowlarity Communications. Prior to that, he worked as a
Systems Engineer in the US, Germany, and Australia.
Ambarish received his MBA from Carnegie Mellon University in 2007 and Bachelors in
Computer Science from IIT Kanpur in 2000.
BIPUL PARUA, C.T.O.
Bipul has deep experience in technology with hands on experience as architect, engineer,
and technical manager. He worked for 8 years in multiple startups in Silicon Valley -
Cloudshield Technologies, Andiamo Systems, Server Engines-on cutting edge technologies
in storage, networks and large scale systems.
Bipul received his Bachelors in Computer Science from IIT Kanpur in 1999.
www.knowlarity.com
