DQN Ameyo Contact Center Solution

1. DQN Ameyo Contact Center

3. With a total experience of more than 15 years in the Telecom & IT industry

4. Management with a strong ASEAN industry knowledge & credentials

5. Strong presence in the ASEAN region

6. Powering over 800 clients across ASEAN

7. Exclusive distributor for leading UC solution manufacturers

8. DQN has its own best in the class data center(IDC) in Vietnam with over 300 CO line ports & over 8 E1’s

11. IT & ITES Business of the Year at Small Business Awards 2010

12. NASSCOM Innovation Awards 2008

13. IP Contact Center Technology Awards 2008

14. Member's Choice Award 2008

16. Deloitte Fast 500 Company in APAC

18. Java based server application.

19. Based on open standards (SIP, ISDN, XML, XMPP).

20. SOA & MDA based for building intelligent & extensible applications.

21. Benchmarked standard systems & server machines for optimal performance & extensibility.

22. All-in-one pre-integrated solution

23. Feature rich

24. Inbuilt CRM, Voice-Logger, Reporting, ACD, IVR, Dialer, CTI, QM, CM tools & features.

26. Self-help service with TTS and ASR

27. IVR Node Flow Designer with Scripting Capabilities

28. Multi-language Support

29. E-mail/SMS/Fax Integration

30. Advanced features of Ameyo IVR

31. IVR Route Mapping of Customer

32. IVR Jump

33. Customizable IVR prompts

34. Agent GreetingsCreate custom-call flows with a GUI based easy to use interface A library of nodes provides for step by step creation of complex or simple call flows

36. ANI/ DNIS based routing

37. Multiple Queues

38. Welcome greeting

39. Music-on-hold

40. Office hours configuration

41. Compliant with standard PBX, Media Gateways & Phones

42. ACD Reports

43. Advanced Features

44. Web access facilitating remote agent login

45. Skill-based Call Routing

46. Account-based routing

47. Priority, FIFO and preferred routing

48. Same agent call attending

49. Wait time notification

50. Pre-integrated with IVR to enable advanced call handling capabilities

51. Pre-integrated with CTI

52. Pre-integrated with Voice Logger enabling advanced custom reports

54. Predictive

55. Preview

56. Manual

57. Progressive

58. Agent-less (IVR) Dialing or Broadcast Dialing

59. Rule-based dialing

60. Advanced Features

61. Dynamic Call Pacing

62. Complete & Selective DNC Management

63. AMD

64. Compliance / Exclusion

65. Multiple Minute Providers Integration

66. Intelligent IP Telephony & VoIP handling

68. Pre-integrated Active Voice Logging

69. 100% Blind Recording

70. Multi-format Voice Recording

71. Automatic Compression and Archiving

72. Web-based Remote Access to Voice Logs

73. Advanced Features

74. Quality Monitoring

75. Multimedia Control

76. Supports mp3, VOX, ALAW formats

78. Generation of business-oriented comprehensive reports at Agent, Campaign, System and Resource levels

79. Over 200 Report Templates

80. Web-based access for remote users

81. Real-time and Historical Data Analysis

82. Automatic Maintenance and Backup Management

83. Report Designer Tools

84. Reportika - Advanced Report Designing Module

85. No need for in-depth knowledge of SQL

87. CRM integration with IVR & ACD to enable customer profiling

88. Integration with any third-party database, CRM or tool for smooth and seamless functioning

89. Web-Agent

90. CTI with pop-up agent workbench screen

91. Knowledgebase

92. Unified Customer Interface for call handling, Call disposition, Conferencing, N-way Call Transfer

93. Missed Call Alerts

95. Birds eye view of telephony, agent, dialer and lead performance

96. Independent supervisor interfaces for Inbound & Outbound campaigns

97. Complete MIS management for device, voice log, services and systems

98. Quality Monitoring

99. Graphical analysis of real-time and historical data

100. Real-time Alert management for SLA, Performance and System Monitoring

101. Call Barge/ Snoop/ Confer

102. Force Agent Logout

103. Average Handling Time, Agent performance, Customer Satisfaction Score to define KPIs

105. Email Queues (integrated with Voice/ SMS queues)

106. SLA Management

110. Customized SMS

111. Campaign & Media level exclusionFax over IP Voice Broadcasting

115. Multiple format recording

118. Out-of-Office, Holidays, Special messages, Queue Wait Time handling

119. Web Services or Database integration with 3rd party applications

121. Interval based ACD reports

122. SLA monitoring

124. Missed Calls notifications

126. Progressive, Preview, Manual

131. Time zone wise calling with multiple numbers

137. It maintains the session status of all logged in users and configured contact centers and communication entities.

138. Application server decides all routing of interactions / priority / skills etc.

140. It maintains the Call Sessions and acts as a slave to the call-control component in Ameyo Application Server

142. There could be multiple such servers in a deployment.

144. This is customizable and source code of this application is shipped with the system.

147. Supports single site / multi site / Home based agents

148. Supports multi-tenant hosted architectureAmeyo Server

150. Multimedia – Chat, E-mail, Phone

151. Create, edit operations

152. Visibility of action

153. Logging and tracing

154. Auto-escalation by the system

155. Complete tracking from anywhere via www.dca.drishti-soft.com

156. Feedback ManagementSingle portal for services and support that ensures high responsiveness, accountability and eliminates any delay in resolution because of finger-pointing or inefficient management

158. Have implemented and developed many for customers

159. Multiple extensions per agent, mapped to a single number [MOSL]

160. Escalations, prioritization based routing, queuing [MOSL]

161. Intelligent routing (Rule/policy-based, performance based) [Many]

162. Ex: Best performing agent to take majority of calls; HNI to be routed to best performing agents

163. Specific features at call management level [NIIT]

164. Missed call alert pop-up to all agents; Any agent can initiate a callback

165. Quality Monitoring [Many]

166. Voice log tagging with quality parameters

167. Agent voice prompts

169. AMEYO Case Studies

171. Advanced IVRS with multi-language support

172. User skill management and priority-based customer handling

173. ACD wait time notifications and personalized greetings

174. Voice logging and live monitoring

175. Ensuring the processes meet SLA

176. Process Automation

177. Implementation of complete Customer Interaction Management

178. Custom communications flow

179. Missed call notification & automatic callback

181. Increase in productivity due to automation

183. Long wait times, and thus, high resolution times.

184. Required a completely automated solution.

185. To establish a Ticket Resolution System

187. Multi-channel (Email, SMS, Phone),

188. Reporting & Active Voice Logging

189. Integration with Ticket Request System (TRS)

191. Satisfied Customers

192. Better Customer Experience

194. Multi-Lingual Multi skills agents

195. Dashboards

196. Integration with Avaya PBX

197. Voice logging and live monitoring

199. Multi-Lingual campaigns

200. Live wallboard for the campaign

201. Integration with 3rd party database / CRM

203. Increase in productivity due to automation

205. Advanced IVRS with multi-language support

206. User skill management and priority-based customer handling

207. ACD wait time notifications and personalized greetings

208. Voice logging and live monitoring

210. Agent Queue assignments for call overflow management

211. Skill and context-based routing

212. Callback option selection for the customers and email notification of callbacks to the agents

213. Live wallboard for the campaign

214. Integration with 3rd party database

216. Flexible solution accommodating advanced customer care features

218. Process Automation

219. Customizable IVR

221. Integration with multiple systems like CRM, ASR, Database

222. Payment gateway integration

223. Transaction ID Generation & SMS Confirmation

224. Easy change of movies, shows in the IVR via a GUI-based interface

225. CLI-based routing for regional movie information“Drishti's advanced 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.” Parikshit Dhar Director (IT)

226. How to start Thinking CIM Strategy – TAKE AWAY? Implement Integrated tools and processes that give you measurements of your KPIs. Use the Analysis to improve the process over time. Analyze measurements to understand gaps and improvement areas Continuous Improvement is only way to stay competitive.

227. Thank You DQN S3-S4 D2 Street, Ward 25, BinhThanh District, Ho Chi Minh City, Vietnam. Tel: +848-35126377 Fax: +848-35126164 http://www.dqn.vn www.ameyosuite.com info@dqn.vn http://www.dqn.vn/en/demo.html