Location. Thai Summit Tower. MRT : Phetchaburi Station BTS : Asoke Airport Rail Link : Makkasan Boat : Prasanmit Pier Bus Car Parking Available

Transcription

1 Contact Center

2 Company Profile

3 Location Thai Summit Tower MRT : Phetchaburi Station BTS : Asoke Airport Rail Link : Makkasan Boat : Prasanmit Pier Bus Car Parking Available

4 Near by Attractive Places Central Plaza Grand Rama 9 Terminal 21 Fortune Town Tesco Lotus Shoppes at Belle Bangkok Hospital Piyavate Hospital Praram 9 Hospital

5 Inside the building Banking Branch ATM Food Court Market (Mon-Wed-Fri) MiniMart Coffee Shop Security guard CCTV cameras Backup Power Car Park Fire Alarm Fire Hose Restaurant Security Guard Smoke detectors Sprinkler System

6 Inside the building Banking Branch ATM Food Court Market (Mon-Wed-Fri) MiniMart Coffee Shop Security guard CCTV cameras Backup Power Car Park Fire Alarm Fire Hose Restaurant Security Guard Smoke detectors Sprinkler System

7 INET Infrastructure

8 INET Architecture

9 INET s Certifications ISO 9001:2008 Quality Assurance System for Enterprise Access, MetroLAN and IDC ISO/IEC 27001:2013 INET Data Center (Bangkok Thai Tower & Thai Summit Tower) with Information Security Management System ISO/IEC 27001:2005 Cloud Security Service Management ISO/IEC :2011 Cloud Service with Information Technology Service Management (ITSM) Advanced Cloud and Manage Services Certified Partner CISCO Channel Partner Program

10 Service Details Aspect Telephony License Maxar SW license Desk & chair with partition Headset PC Workstation Internet access Power Emergency for PC workstation Utilities

11 Service Details Aspect Telephony License Maxar SW license Desk & chair with partition Headset PC Workstation Internet access Power Emergency for PC workstation Utilities

12 Service Details Aspect Telephony License Maxar SW license Desk & chair with partition Headset PC Workstation Internet access Power Emergency for PC workstation Utilities

13 Service Details Aspect Telephony License Maxar SW license Desk & chair with partition Headset PC Workstation Internet access Power Emergency for PC workstation Utilities

14 Contact Center Available

15 Voice Portal ACD Inbound ACD Quality Management Unified: Administration Reporting Workflow Open IP Closed IP TDM Internet Contact Dialer Call Routing DNIS, ANI, Data Directed routing Longest idle, Terminal, Circular routing Multi Dimensional Skills-based routing Multi Site Post Call Routing Agent on Demand Manual Accept Queue Messages/Attention Retainers Wait-time & Queue Position Notification Queue Optimization Music on hold Voice Mail Advanced Features Dynamic prioritization Inherent Screen Pop Abandoned Call Recuperation Scheduled Callback Park State

16 Predictive Voice Portal Outbound ACD Quality Management Unified: Administration Reporting Workflow Open IP Closed IP TDM Internet Contact Dialer Best In Class Dialing Functionality Automated Dialing (line to agent ratio) Blaster Dialing (agent-less mode) Preview, Timed Preview (Progressive) Predictive Dialing, Precision Dialing (compliance) Industry leading call analysis and AMD Outbound Campaign Management Advanced List Management External ODBC Table Dialing Dynamic Record Feed Interface Advanced Pacing Controls Advanced Features Quota Control Outbound IVR Agents in multiple outbound campaigns Scheduled Callback (Agent/Service) Exclusion (Do Not Call) Management

17 Voice Portal Chat ACD Unified: Administration Reporting Workflow Dialer Open IP Closed IP TDM Quality Management Internet Contact Web Chat & Collaboration Web Chat Web Collaboration (agent, customer led) Web Call me, Web Callback Chat Recording and Monitoring Agent Assist - Knowledge Base access Management Auto Response Confidence Level Control Auto Acknowledgement Assisted Response with Suggestions Knowledge Base FAQ Natural Language Processing Microsoft SQL Server

18 Social Intelligent Function Multi Channel social network integration for Facebook, Twitter and Pantip Real time user profile update On Demand Feed Update Pooling all feeds with time sequence Sentimental analysis supported 4 Priority Levels Automatically Categorize case type by keyword SLA By Case Type Show fully conversation

19 Social Real Time Response Publish a post on behalf of another user Message Template for quick response Scheduling post Message Dynamic Routing Rules Routing post or comment to agent Round Robin Average Skill Base Pooling Notification New Post/Comment Not Response over SLA Close Case

20 Social Automatic routing message (feeds) to Agent Feed Message To Agent

21 Social All Messages (Feed) Reply Selected Feed Profile and Feed History

22 Social Message Template Quick Response to customer by select predefined message template

23 Social Scheduling Post Massage Supervisor can schedule a post (facebook, twitter) by selected date

24 Social Routing Rules Dynamically change message routing rule to agent in real-time

25 Social Dashboard [Social Response Performance] Agent Performance Real-time Monitoring

26 HRM Management Tools

27 Aspect Workforce Management : Architecture

28 Aspect Workforce Management : Summary Shrinkages SAP-HR Outsourcers Multisite Teams Multiskill Opening Hours Work Rules Equity Security Profiles Schedules 2 Non-Voice Outbound Scenarios Campaigns Historical Patterns Forecasts 1 3 Tracking Accounts Realtime Information Vacation Preferences Notifications Schedule Trades Reforecasting 4 Reporting Breaks Meetings Backlog Coaching Performance Time Management Microsoft Exchange Seat Planning

29 Aspect Workforce Management : Agent View

30 Aspect Workforce Management : Mobile App View, Add & Edit Schedule Requests Supervisor & Agent functionality Personal Account Balances View Intraday Performance View Agent Productivity Send Notifications Compatible across Apple, Android and Windows Mobile devices

31 Complaint Management Acknowledge receipt of the complaint Record complaint information Attach timeframes for resolution Make staff aware of complaint handling procedure

32 Complaint Management Service Recovery Apologizing Solving the problem Compensating the customer with something of value o Product replacement o Goodwill Gift o Free of charge service

33 Standard Benefits Salary Bonus 1 Month/Year Social Security Group Insurance Vacation Incentives

34 Quality Assurance Severity Level

35 Contact Center References

36 Pricing - Service working day 24 hours x 7 days - Facilities (Power, Air) - Infrastructure (VOIP, Furniture, PC) - Excluded CRM Software Monthly Fee = 5,500 baht / Seat

37 THANK YOU