6. Why us? No one knows Communications better than we do! Built from ground-up The architecture and core platform has been created from ground up using latest communications technology. DACX is extremely flexible and extensible because of its multi-switch setup. IP-based communications Miles ahead of our competition in terms of SIP and VoIP. Going ahead, it will be the eminent technology as it is far more economical and easier to manage. Also leaves room for convergence TDM & VoIP technology Successfully created a Hybrid Solution that delivers quality on TDM and VoIP and works seamlessly with both. This provides user with a migration path to the future
11. Complete functionality Intelligent Routing Dynamic Queuing IVR with self service IP-PBX Blended Calling CTI with Screen Pop Multiple dialing modes (Predictive, Preview, Progressive, IVR) Advanced campaign management with filter dialing, multiple no. mgmt Compliance with Access templates, DNC, Exclusion, and policy based routing User mgmt with multiple role definition CTI with screen pop Supervision with confer, barge, snoop, transfer Disposition definition and mgmt Minute mgmt with multiple provider mgmt, PDD, ASR Inbuilt voice recorder Cradle-to-grave reporting Pre-integrated, Customizable CRM Pre-integrated Database Intelligent IP Telephony & VoIP handling
14. DACX Ameyo Inbound “ It is more costly to acquire a new customer than to retain an old one…” “ Shaving 5 seconds off can result in savings of hundreds of thousands of revenue per year…”
15. What is Inbound about? Wait times CSAT SLA Speed Self-Service Monitoring, Coaching IP-PBX, Intelligent routing, Dynamic queuing Personalized service, DNIS, Music on-hold High availability, Load balancing Unified presence, CTI, Callback, Transfer Customizable IVR call flows, nodes Barging, snooping, confer, transfer Compliance Voice Recording, Reports, DNC, Quality Productivity Callback, Hyper-Queues, Cross-sell, Up-sell
16. Customer Service Customer with specific query ACD & IVR connect customers to agents based on their skills and other attributes Self service for routine calls (accounting for more than 50% of calls) CSR group A with skill set A IVR after agent for assisted service IVR for self-service Account balance, payment Balance lookup and problem resolution ACD IVR
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22. What is outbound about? Live connect rates Abandoned calls Unprofitable calls Automation Agent occupancy Monitoring, Coaching Predictive dialing, Dynamic Call Pacing Zero dead air, AMD, Policy Exclusion/DNC, List cleansing System mgmt, Unified screen, Callback Screen-pop, Call treatment, Transfer Barging, snooping, confer, transfer Communications costs Telephony management, LCR, PDD, ASR Compliance Voice Recording, Reports, DNC, Quality
23. Increase in Productivity Dynamic Call pacing Effective Talk Time (per hour) 60 Mins Drishti’s Predictive Dialer Other low cost dialers Idle agent time Talk time increased by lowering Dead Air 30 Mins 50 Mins 85% AMD Low Talk time High Talk time 15 Mins Manual Dialer 50% AMD with Hard Pacing Base Talk time
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25. Dynamic Call Pacing The unique Learnsys TM Algorithm of DACX TM learns nature of lead set and agent behavior to set the pacing to MINIMIZE IDLE TIME and MINIMIZE DROPPED and ABANDONED calls ! YES NO Monitoring Needed NO YES – AUTOMATIC Lead Specific HIGH LOW Minute usage per Lead Set MINIMUM Call Drop MINIMIZE ONLY ONE MINIMUM Idle Time NO YES Changes can be done online Fixed Pacing Dynamic Pacing Parameters YES NO Automatic Control
34. Easy and effective Process Management Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX Managed by DACX DACX Features DACX SETUP International Campaigns (IPLC, IP-VPN, SIP VoIP) DACX SETUP Domestic Campaigns (PRI) CLICK Conference Facility CLICK Call Transfer Facility DACX SETUP Different IVRS per Inbound Campaign - Call Pacing per Outbound Campaign CLICK Minute Assignment per Outbound Campaign CLICK Various Campaigns at the same time Effort Job - CLICK CLICK CLICK Blended Manual Outbound and Inbound Campaign Editing Campaign Deletion Campaign Addition
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37. The DACX™ Effect – High Return-on-Investment Best Value for money
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39. Where we stand… Functionality Feature-set Extensibility Technology TDM based solution vendors Avaya Cisco Nortel Alcatel-Lucent Aspect Interactive Intelligence Cosmocom Drishti High functionality and high TCO low functionality and low TCO Total Cost of Ownership (License + infrastructure + training + maintenance) High functionality and low TCO
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41. Thank You Corporate Office Cohesive Technologies Pvt. Ltd. 97, IIIrd Floor, FIE, Patpargunj Ind. Area, Delhi – 110092 Board No. : 011 - 49400000 Branch Office: Bangalore I Chennai I Pune I Kolkata I Mumbai I Punjab ISO 9001-2008 certified Accr. no. MSYS 013
