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Introduction to Avhan Technologies
- 1. Avhan Technologies Pvt.Ltd Humanizing Technology Redefining Customer Experience Delivery CLOUD Communication and Business Process Framework
- 2. CLOUD Unified Communication- Customer Experience Delivery Solutions Platforms and Services for Contact Center Operations Over 300+ Clients across Globe Over 14 years Domain Knowledge Application platforms for VAS providers About Us
- 3. • Can easilydeliver personalised communication • You need a framework to integrate ALL Customer communications Social media to become Voice and Video communication channels and integral part of Sales and Marketing Digital is changing Customer behavior and expectations - Are you ready?
- 4. New Channel forCustomer Communication has already emerged Video is Emerging… Video to become defacto standard for all customer Interactions Your CUSTOMERS are changing - Are you prepared ?
- 5. IVR Recorder QA Reporting Virtual Rep Broadcasts Web Form / BannerAds Missed Call Toll Free Click 2 Call Call Back Video Call QR Code Content Push Video Push Mailers Sales Marketing HRFinance Customer support Complain t Handling Inbound Service to Sales Outbound Sales & Service Cross Sell & Up Sell Programs IVR based Payment Processing Data Capture Multi Lingual Support Market Research & Product Launc Toll Free Customer Care Non working hours handling Subscription Renewal Help-Desk Ticketing System Field Force Management Resource Management & Escalati Online Recruitment Via A-view Training Content push Field Force Tracking Auto Payment Reminder Alert and Notification Finance Application Integration Field Force Management – GPS Delivery Scheduling Real-time Status Update Mobile Application Chat SMS Email Voice Video Social LinkedIn Facebook Twitter Google Plus Web RTC Dashboard Wallboards Self Service Delivery ACSDialer ACD Sales Marketing Service & Support Complaint Management Human ResourceFinance Fleet Mgmt. / Logistics Unified ACD
- 6. Marketin g Sales Operation s Customer Service HR Financ e Business Users Business Applications Solution Layer Communicatio n Layer CRM ERPHRMS ACCOUNTING Reporting Layer Analytical Tools BI Dashboards On Premise Cloud Public Cloud Private Cloud Typical Organization structure, different User groups with varied business requirements Unified Communication Channels: Email, SMS, Click to Call, Web Form, Video, Social Media, Chat Web Services Widgets Socket Connectivity Database Connectivity API Based Online Integration within minutes ! ACS Widget + Salesforce ACS Widget + Odoo ACS Agent Toolbar + Multilingual CRM + Video ACS Widget + MS Dynamics ACS - Enterprises
- 7. © Avhan TechnologiesPvt Ltd www.avhan.com IVR Web Form Click to Call Toll Free Service IVR Abandoned Calls Click to Call Web Form Push SMS Voice Broadcast Mailers Missed Calls Chat • Customer Interaction Management Platform • Soft Phone / Hard phone / Mobile / Tablet / Laptop / Desktop access • Quality Monitoring Tool • CRM / HRMS / Website / ERP Integration • Integrate Branches, Dealer, Field force and Fleet • Outbound calling / Dialer • IVR / Self Service applications Avhan Communication Server • Inbound Contact Center • Outbound Contact Center • Blended Contact Center • Agent Assisted and Self Services Delivery platforms • Multi-location Service Delivery • Multiple Process Delivery management
- 8. Device Agnostic Database Agnostic AppSec Compliant Multi – Lingual Platform سالم Olá Hi ഹായ് Support Multiple Time Zones IST, IT, EAT, UTC, AGT etc. Operating System Agnostic Virtualised Platform Design for High Availability Supports Multiple Telephony Hardware Brand GPS Integration Supports Multiple Regulatory Compliance ACS – Technology Differentiators create Business Impact
- 9. Thank You www.avhan.com [email protected] © AvhanTechnologies Pvt Ltd www.avhan.com
Editor's Notes
- #3 Established player working across multiple countries and strategic partnerships TCS – joint product development, business partnership for global opportunities – part of TCS innovation labs in multiple countries -
- #7 Business Requirements: Across the business verticals irrespective of any domain, every business have their own operational and functional departments like Marketing (campaign, promotions etc), Sales (lead generations to conversion), Operations, Customer Service (complaint management, customer feedback), Product Mgmt. BIU (business intelligence unit) and each department have their own business requirement in terms of software and applications. Business Applications: To automate their business process every business use different business applications like CRM (customer relationship management), ERP (enterprise resource planning), Enterprise DB and Customer Enterprise Applications. These applications do not have communication capabilities and hence needs solution layer to reduce communication gap. These applications are API based and need Database Connectivity and Socket Connectivity with Active X Control and Web Services. Avhan have multiple implementations of ACS integrated with Sieble, Pivotal, SAP, BAAN and many more CRMs delivered globally. Solutions Layer : Avhan Communication Server (ACS) when integrates with above applications provides unified capabilities. Avhan offers On Premises Solutions and Cloud Solutions covering Public Cloud – that’s public hosted service and Private Cloud – which is hosted at client site. Communication Layer : ACS supports multiple medias like Email, SMS, Click to Call, Web Form, Video, Social Media and Chat. This communication layer is monitored by inbuilt reporting layer which helps in real time monitoring of various medias through analytical tools and business intelligent dashboards.
- #8 Avhan Communication Server is a Highly Scalable Solution Horizontal Scalability – Keep on adding more apps like Chat, Email, IVR, Click to Call, Click to Chat Vertical Scalability – Scalable with number of seats without changing the application TPM (Telephony Processing Module) – Defines Hardware Logic CPM (Call Processing Module) – Defines Business Logic TPM and CPM together forms engine to run call center operations efficiently App Sec Compliance Certification – Secured Application including Data Management Security Supports Multi-tenancy Highly Secured System with Payment Application Data Security Standard Certification Distributed Architecture – Supports Hosted Operations across different Time Zones Create multiple centers at different locations with multiple processes Support Multiple media – Voice, VoIP (Support multiple Codecs), Chat, Email, SMS, Social Media Flexibility to define process operations from multiple locations based on different geographies, and language skills Call routing based on different predefined location – reduces cost Supports hosted operations – Integrate with client applications at client sites MPLS Connectivity enable Remote agent connectivity