| Improving customer service and cutting costs are everlasting business goals, regardless of the economic climate. Airtel's Hosted Contact Center solutions offer access to technology without having to buy software licenses, hardware, building infrastructure and dedicating IT resources to implementing, maintaining and upgrading the technologies. Hosted Contact Center solutions are faster and less expensive to implement than customer premise-based Contact Centers and require no ongoing capital equipment or maintenance fee investment. |
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| Your business environment is dynamic and evolving, so are your customers and the business challenges you face. |
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| What you need is a focused solution to your business challenge, something that is designed just for you. As experts in the contact management domain, we understand the importance of tailor made solutions. Here's more on a highly customizable Hosted Contact Center Solution. |
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| Hosted IVR enables callers to perform Self-service applications without the help of agents. These could vary from information enquiries, transactions or registering a complaint. With complete customization, these applications can be specifically designed in line with your business requirements. |
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| Inbound HCC enables organizations to set up inbound functionalities for Contact Center agents for both voice and multimedia (email and chat) applications. With complete customization, these functionalities can be 'switched on' or 'switched off' as and when required. |
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| Outbound HCC enables organizations to set up outbound functionalities. With relevant customization, the solution can provide a combination of outbound dialing modes (predictive, progressive, or preview) based on the business requirement. |
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| IVRC (Interactive Voice Response Conferencing) enables organizations to connect to international bridges by offering local toll numbers in respective cities. |
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| What you get |
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Multi-Channel Functionality: Handle voice, Email, facsimile, SMS and Web communications in a single Contact Center |
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Network Skills-Based Routing: Match the “right” agent to each call |
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IVR: Support flexible self-service with natural language speech applications |
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Computer Telephony Integration: Integrate call ID with customer database |
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CRM Connectivity: Connect to in-house Customer Relationship Management application |
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Call and Quality Recording: Implement real-time, on demand and event-based quality monitoring to meet government regulations and to assist in Contact Center agent training and ratings for job advancement |
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Minimal Impact on IT Resources: Vendor support and provisioning capabilities is managed leading to minimal strain on IT resources. |
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Outsourced Support: Accommodate overflow and out-of-hours call transfers |
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| What you get |
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| Domain expertise: As specialists in the CIM domain, no one understands customer interaction and its benefits as we do. We provide a process and mechanism for customer communication to capture conversations across all channels of communication, and convert that into meaningful customer knowledge, all in real time – which you can use to tweak or enhance applications as required. |
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| Customized applications: Provides tailor made applications based on customer interaction patterns and requirements. This ensures that all your applications are designed for maximum effectiveness. |
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| Customized performance monitoring: Allows you to approach performance monitoring on a very scientific basis, fine tune applications based on user statistics and scheduling workforce accordingly; consequently resulting in higher utilization and substantial savings. |
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| Customized infrastructure: Focuses on reducing complexity of managing Contact Center infrastructure and gives you the ease and flexibility to scale up or down as per business requirements. |
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| Customized skill sets: Ensures that you don't have to 'hire or (and) fire' depending on customer, business or market requirements. |
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| Customized technology adoption: Enables you to keep pace (access new versions, upgrades and standards) with the changing technology landscape. |
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| Customized financial investments: Enables you to pay only for what you use without having to make an upfront investment. Pricing models are customized based on your business requirements. Additionally, it gives you the advantage of not worrying about maintenance, upgrade or replacement costs. |
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| The Consortium: Bharti is the largest Telecom Service Provider in the country and is the trusted communications partner to India's leading organisations offering a suite of business communication services across data, voice and managed services. Combined with this is Cisco's technology leadership across Voice, Security, Switching, Storage, Wireless, Routing, Networked Home and Web Conferencing and Servion's domain expertise as Customer Interaction Management (CIM) specialists |
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