1. Enterprise and Service Provider SOHO Contact Center www.cohtechnologies.com | info@cohtechnologies.com

3. Patent Pending Technology

4. Powering over 350 clients globally

5. Billions of calls processed and thousands of active users

6. 100s of Self-Help, Outbound, Inbound & Blended processes

7. Increasing global channel and customer footprint

8. Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia

9. Recognized by leading industry bodies

10. NASSCOM IT Innovation award winner (2008) for Market-facing innovation

11. IP Contact Center Technology Pioneer Award from TMCnet

12. Awarded best ACD, Outbound, Customer Supportin APAC by Contact Center World 2008.

13. Deloitte fastest 500 in Asia-Pac (2008)

14. Red Herring top 100 Finalistwww.cohtechnologies.com | info@cohtechnologies.com

16. Intouch

17. ELI Research

18. IMRB

21. D’Damas

22. GE Money

24. CESC (IVR)

26. The new paradigm in Communications Hosted or On-premise Application Cloud; Single management window Every task can be executed by the system – No coordination problems Software-based system can provide ANY functionality – Customizability and flexibility System can be scaled up as workforce grows – No expensive vendor lock-ins Least maintenance overhead – All-in-one capabilities that can be managed centrally Automation: Software/IP-based systems take away the need for paperwork and human intervention Focus on business SLAs and not on technology All-in-one, multi-tenant technology provides each department with consistent information, while giving them the flexibility in terms of capabilities Technology can be customized and configured for future requirements at business unit levels

27. Our Innovation DACX Ameyo is an all-in-one communications suite for contact centers and enterprises. Built on the latest concepts, it offers comprehensive capabilities in a software platform such as Outbound Dialer, IVR, ACD, IP-PBX, CTI, Voice Logger, Reporting, CRM, Web Callback DACX Ameyo development platform: An innovative approach to enable rapid application development that reduces the the development time and deployment cost up to 80% via Model Driven Architecture (MDA) Innovations DACX Ameyo execution framework: Based on SOA and Distributed architecture, execution framework is linearly scalable and takes care of the specific needs of communication applications - real time processing carrier grade aspects (high availability and central management), easy integration with third-party tools Technology All IP-based software: The IP-based system is created from ground-up using propriety algorithms and open standards like SIP (Session Initiation Protocol) and Web-Services Multi-packaged offering: Common code stream, but different functionalities and capabilities with privilege management ensures that the technology provided is built around the business process Multi-tenancy: Ideal for SaaS-based deployment with multiple departments (Single-site or Multi-site) Code Generation with MDA and “Nodeflow” approach: Auto-generation of code (such as UI and Web-Services API)

29. Unlike Hardware-based or “boxed” solutions, IP/software based technology is extremely customizable and configurable, and has no shelf life

30. Can be scaled up seamlessly without heavy investments

31. Automation of business processes is crucial

32. No manual overheads, most tasks automated

33. Single “view and store” – same information is accessible and updatable by all (depending on roles/privileges)

34. Think-Build-Grow Philosophy

35. No “one-size-fits-all” approach. Start small, build it over time, and reap the benefits

36. Business Packaging - Only pay for what you use.

37. Technology changes as organization changes

38. Business process mapping – your technology is built around your process, not vice versa.

39. Workflows can be “tweaked” as and when new business processes are introduced. Can be replicated easilyProvides technological flexibility for maximum workforce output Provides speed and automation that impacts productivity Provides cost containment w/o compromising on tech. Provides business edge with high process efficiencies

41. Create, edit operations

42. Online ticketing system

43. Visibility of action

44. Logging and tracing

45. Auto-escalation by the system

46. Complete tracking from anywhere via www.dacx.net

47. 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

48. Case Study Education vertical

50. Established in 1996

51. Over 40 locations across the country

52. Multiple Courses and Traineeship Programmes

54. Toll Free Number

55. Bulk SMSs/Email

56. Premium service SMS handling

57. CRM and Automation

59. Architecture

61. While on call, agent can Email/ SMS

62. Full featured ACD/IVR for self and assisted service

63. Web queries response

64. SMS (premium service) handling with automated Callbacks

65. Email Response as well as marketing broadcast

66. Chat (interactive) sessions

67. Bulk SMS/ Email/ Voice broadcast

69. Typical Interaction Flow – managed by ACD & IVR Query via any channel Example: A student wants information regarding Courses offered and admissions Various Queues can be created as per university policy Admissions Finance Operations

70. Case 1: IVR flow without database integration Admission Department Connected to SME A SME A SME B Subject Matter Expert A >> Gets connected to student A (after #9 is pressed) Conveys admission Information/ eligibility information, but is not sure about scholarship eligibility Conferences with SME B who knows all about scholarships SME B talks to student while all three are in conference Hangs up after all doubts are clarified Student A >> Calls the university number and hears IVR options Presses #1 For general admission announcements Presses #3 To know about the last submission dates Presses #4 to know about the Admission Eligibility Has a question. Presses #9 to speak to a customer rep

72. System asks for language selection,

73. Authentication by Student ID, DoB

74. On success the IVR fetches details from database about exam scores

75. System plays the score for caller via TTSAuthentication IVR Module IVR Module fetches information from DB

76. Web Callback Agent connected to caller by the system automatically as soon as submit button is clicked Name: Ankur Sharma Phone: 9818222222 Query: Need information on admission System calls the web visitor and connects agent to him Hello Mr Sharma! We received a query regarding admissions Customer enters name, contact info and query on the website to request immediate callback from a specific department.

77. SMS triggered Callback Institute Name_Course Code/Query_Student’s Name SMS to a Premium Number On accepting, Agent is connected to caller by the system automatically Hello Mr. (Student name)! How can I help you? Student sends an SMS to the university requesting information regarding a course or any general information. System pops up the SMS information and asks agent to proceed with call?

78. Live Web Chat Chat module pops up and agents starts responding Want to know about my scholarship status. Can you please check and let me know Your scholarship has been approved. You’ll see it… Customer enters a message along with a query System pops the message to the chat rep who can answer the questions

79. Voice/SMS/Email broadcasting IVM Module throws broadcast Calls/SMS/Email to students/ faculty based on a rule. For example, change of exam can be communicated to students of a class Step 1: Calls initiated by the dialer+ACD (IVM) Module to student list Step 2: System plays the message to the student (E.g.: the exam time for the finance 101 exam has been changed to 4 p.m, on 29th July) Step 3: Student hears the message related to exams 1,2,3: Message played out

80. Supervisor interface The customer details are visible in this area, so a supervisor can see who’s being services CSR and queue related information is shown in this panel, along with supervisory actions. Other tabs show important information The supervisor can see multiple campaigns in this view, and can select any campaign to see its details.

81. Unified view of all cases Email based case management and monitoring tasks Details of all open Emails along with the age, status, assigned person, criticality and feedback

82. Agent interface – With Email ticket Management The customer service rep information is visible in this area A transport-issue related ticket pops up in the CRM area with all the details as call comes in All call setup and management operations (Transfer, confer, dispose, hold) can be performed here

83. Ameyo Interface (With Outbound CRM) Complete Call handling functions and agent/prospect information Pre-intergrated Ameyo CRM with the Agent Workbench. Can also be replaced by another CRM/Knowledge Base. Also includes custom and routine dispositions, time management, Callbacks, etc

84. ISO 9001-2008 certified Accr. no. MSYS 013 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