Documentos de Académico
Documentos de Profesional
Documentos de Cultura
A REPORT
ON
TELECOM SOFTWARE
MARKETING CONCEPT
IN BPO
Prepared
By
PREFACE
ACKNOWLEDGEMENT
As we know research work needs hard work, keen insight and long
patience with scholarly vision based on content operation hence it
becomes a humble duty to express my sincere gratitude to all the
employ of AVIS.
TABLE OF CONTENTS
Preface 2
Acknowledgement 3
Company profile
5
Associate company 7
Product and services 8
Management profile 16
Key client case studies 18
Customer list 20
Marketing research 21
Research design
25
Field work-
Methods used for data collection
31
Telecom software Contaque 33
Introduction of Contaque
34
Contaque network deployments
44
Screen shots:agent interface 48
Admin interface
51
Outbound reports
52
Graphical reporting 53
Inbound reports
57
Contaque benefits
59
Some case studies 60
Limitations 61
My findings 62
Conclusion 63
Bibliography 64
COMPANY’S BACKGROUND
ASSOCIATE COMPANIES
FOCUS AREAS
“CONTAQUE”SOLUTIONS
We offer the entire spectrum of solutions to meet the
communication needs of Call Centers / BPO’s, Corporate &
service sectors.
VOIP HARDWARE
“CONTAQUE”
CALL CENTER SOLUTIONS
CONTAQUE VARIANTS :
SCALABILITY FOR
CONTAQUE CCS
SERVICES
Avis has over 150 man years of experience in providing
consultancy, integration, maintenance and support services
to our client base in areas of VoIP and Asterisk based
services .
TELECOM EXPERTISE
We have adequate experience & skill sets available in the
following telecom areas:
* SIP
* VOIP
* CONFERENCE BRIDGES
* IP PBX
* CUSTOMIZED INTEGRATION
IMPLEMENTATION METHODOLOGY
ENGAGEMENT MODELS
We provide following engagement model in consultation
with the clients .
FIXED COST
This model is used when the project specifications are well
defined
and the client wants to limit time and cost exposure.
OTHER DETAILS
* AVIS’s Current Sales ,Service & Software strength is about
50
people.
* We have set up close to about 190 call centers all over the
country.
KEY STRENGTHS
* Strong Management Team
MAJOR ACHIEVEMENTS
* End to end conceptualization to integration done for 190 +
centers-
on around 5000 plus seats including multiple Inbound
Centers with
specific CRM requirements.
MANAGEMENT PROFILES
Avneesh Mathur
* Has 20 years plus of experience in the areas of Technology
Sales,
Marketing & Customer Service Delivery Operations in
International
& Domestic Markets. Have adequate Expertise in Finance
& A/Cs.
Abhay Gupta
* Engineer and MBA with a telecom experience of over 14
years in
Vijay Advani
* An MBA with specialization in I.T & Marketing, Vijay has
worked for
software companies like “River Run-IBM Company” &
moved to
“Wipro Spectramind” to get the first hang of ITES / BPO
industry.
SYSTEMS AMERICA
* This was a existing call centre ( 250 seats) with AVAYA and
Mosaix
on IPLC on 100 seats. They wanted a solution to integrate
with the
AVAYA Definity , on VOIP together with Dialer and logger
to extend
outbound capability from 100-250.
MD EVERYWHERE
* US company who have set up shop in India to cater to
specialized
Medical Services comprising of Appointments Billing
Consultancy
INSTITUTE OF MANAGEMENT & DEVELOPMENT 22
AVIS E SOLUTION PVT. LTD.
etc. 60 seater Outbound facility designed by us end to
end.
ATS
* A 1200 + seats Domestic call center focused on “Financial
Industry ”.
We have implemented a very specific Predictive Dialer /
CRM solution
Clinique de Rejuvenation
* Is a Delhi based leading company in the weight loss and
fitness
industry. We after understanding their requirements
suggested
setting up a captive inbound call center at their premises
where
HALCYON DATASYS
* It is U.K based company who have started their Inbound
center in
India & are focused on money transfer business very
similar to
Western Union Money Transfer. They started with 24 seats
and are
planning to expand by adding few more inbound
processes.
MARKETING RESEARCH
DEFINITION
A) Survey
B) Observation
C) Experimentation
a) Preparation of questionnaire
b) Presetting of questionnaire
c) Planning of the sample
RESEARCH DESIGN
1. RESEARCH PROBLEM
3. Information requirement
EXPLORATORY RESEARCH
CONCLUSIVE RESEARCH
Dicthomus
process.
DICTHOMUS:
SAMPLING METHODS
CLUSTER SAMPLING
Here the whole area is divided into some geographical area and a
definite number of consumers were to be surveyed.
CONVINIENCE SAMPLING
Branded 92 %
Free lancers 08%
INFERENCE
TELECOM SOFTWARE
INTRODUCTION
* Call Efficiency!
The more prospects an agent speaks to, the more results he
will see.
Predictive dialing produces, on average three times the
results of manual dialing. In addition enhances call quality
(particularly important when considering customer service
issues)
* Profitability!
Efficiency and agent morale and retention lead to increase
in productivity and in turn profit. The fact is simple, if you
talk to more people, you will get more leads.
“CONTAQUE” OVERVIEW
“CONTAQUE”HIGHLIGHTS
“CONTAQUE” VARIANTS
“CONTAQUE”FEATURE LIST
Multiple Dialing Methods:
Multiple Campaigns:
* Runs multiple campaigns simultaneously.
* Each campaign can be assigned its own unique set of
agent scripts
and call disposition codes that agents use when calls are
completed.
* It also supports Broadcast Campaign for Outbound
Solution that
plays an IVR to the customer and if the customer is
interested he can
go ahead with the call or else can disconnect it.
* Database Integration:
# Makes a PC or laptop
computer
to operate as a regular exten-
sion of the phone system,
with
the ability to switch easily
between modes of
communication.
NOC SUPPORT
Contaque is dedicated to setting and maintaining the
highest level of
customer support standards. “AVIS” has effectively
managed complex product integration campaigns.
Highlights -
• 24 x 6 NOC Support.
• 24/7 for specific customers on Demand.
INSTITUTE OF MANAGEMENT & DEVELOPMENT 50
AVIS E SOLUTION PVT. LTD.
• Online - On Chat Support.
• Telephonic Support.
• Onsite Support.
• Three Layer Support for all customers
• Integration & Customized CRM Support.
CONTAQUE:Network Deployments
“CONTAQUE”APPLICATION: AGENT
INSTITUTE OF MANAGEMENT & DEVELOPMENT 54
AVIS E SOLUTION PVT. LTD.
# Agent Interface:
Admin Interface
Outbound Reports
Graphical Reporting
* Auto attendant.
* CallerID display.
* IVR Integration.
* Inbound Report
* Database Integration
Inbound Reports
“CONTAQUE” BENEFITS
* Engage in personalized, efficient interactions that produce
a positive
experience and promote future sales opportunities.
# CSC Financial :
* A 800 seater Domestic Center based out of Delhi is
running
“Contaque” on over 100 seats for multiple processes for
telecom and
financial sectors.
# Nibbana Global :
* Mauritius based International call center runs a French
version of
“Contaque” for various French Processes.
# Cheque Point :
* London based company into financial sector has setup its
Inbound
Call center in NCR and is running its mission critical
International
operations on “Contaque”.
LIMITATIONS
MY FINDINGS
During the survey it was found that still there are 60% people
I find the main thing is that “Avis” brand name has very good
image in client’s mind and they consider it as 1st company to
introduced VOIP Chat System in delhi.
CONCLUSION
of Avis, but for the existence in the local market Avis must use
aggressive selling techniques.
BIBLIOGRAPHY
www.avissol.com
www.contaque.com
www.google.com
www.marketresearch.com