Integrated Customer Engagement Customer Experience Solution designed - PowerPoint PPT Presentation

Integrated Customer Engagement Customer Experience Solution designed to strategize decisions in today’s complex business environment using Chat , Email and QEval . A product from Enterprise Technology Solution, a division of Etech Global Services www.etechgs.com | Confidential 1

ICE Designed for Flexibility and Independent Operations Chat A fully hosted unified communication solution with Engage visitors in real Live Web Chat, Email Fulfillment, Custom time Application, and Quality Assurance all integrated on significant software platform. Email Manage email volume with advance software techniques FLO Custom software application to support seamless system integration QEval Quality Analytics software that derives business and market intelligence www.etechgs.com | Confidential 2 insights.

ICE Click to Chat An ideal customer experience solution to engage and Simplified human interactions convert your website visitors to satisfied customers. Interact digitally for instant resolution Social media integration; made possible Explore sales opportunities and ensure immediate customer support A feature filled solution that meets all the standard needs Interaction concurrency; multiplied Higher engagement for higher conversions www.etechgs.com | Confidential 3

ICE Why ICE Chat? Unprecedented solution for higher interaction to boost sales and enhance customer experience. Artificial engagement embedded to ensure higher engagement with your website visitors Guide your customers in right directions for your Assures you of instant uninterrupted products and services. customer communication Cut down operational expenses with call deflection strategies and optimum utilization of resources Integrated for multiple point of contact for online customers beyond your website including social media platforms Explore Analytics to take strategic decisions for your business growth www.etechgs.com | Confidential 4

FEATURES Click to Chat Advanced Reports Survey Alerts Secured connection Multiple Chat sessions and Analytics SANDRA Click to Call Rule Engine Advanced Knowledgebase Real time monitoring Keystroke Indicator A fully hosted solution (KB) Integration 5 www.etechgs.com | Confidential

SANDRA Secure Automation and Directed Remote Assistant Highly secured information – credit card details, phone Best practices imbibed for highly secured data interaction number, In-chat survey, validation process and certifying information – all made possible without human Data privacy and security enhanced, at its interference. highest Innovative and automated intermediary interface tool to assist secured live chat interactions Information processing during chat session; intensified Built in intelligent interface to capture crucial information www.etechgs.com | Confidential 6

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ICE Email Management An intelligent, comprehensive and sophisticated Prioritize, understand and organize large professional software to automate and organize volume of incoming Emails customer service responses. Centralized and secure, easy to access A key communication platform between customer and Email system you, made easier and efficient. Configure multiple response templates for quick and automated replies Improve productivity and enhance customer satisfaction Designed for good and an engaging customer experience Rich and interactive user interface www.etechgs.com | Confidential 8

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ICE Why ICE Email Management Email Management - Seamlessly integrated software, Saves time with automated mail distribution based on skills. designed for utmost ease and flexibility and also, runs independently. Custom response template available for quick and automated reply responses. Removes junk and spam Emails that helps in operational efficiencies. User defined SLA’s to prioritize Email responses. Email history available for tracking communication. Helps in improving productivity and overall CSat score. www.etechgs.com | Confidential 10

ICE Why ICE Email Management Auto email distribution. Predefined email templates. Web form submission. Email escalation to supervisors Service levels (SLA). E-Ticket status options. Spam detection. Assign and transfer emails. 11 www.etechgs.com | Confidential

ICE Reports www.etechgs.com | Confidential www.etechgs.com | Confidential 12 12

ICE Reports 13 www.etechgs.com | Confidential 13

ICE QEval A tool specifically designed to uncover information and Gain insights into customers’ attitude share the trends; showcasing parameters directly towards your products and services. responsible for performance and productivity. Define and achieve your customer service QEval takes care of call center needs that meet goals. stringent demands of quality, compliances and Outline best methods to deliver customers’ applicable statutory requirements. needs. Document expectations gap and track actions for improved customer experience. Ensures high level of reliability, competence and delivery to meet customers expectations. 14 www.etechgs.com | Confidential

ICE Why QEval A fully reliable and competent software to analyze Available quality metrics that helps in customer interactions to get business and market giving continuous feedback to agents and intelligence information. enhance customer experience. Get qualitative and quantitative data to QEval ensures right combination of resources, improve performance. processes, and technology needed for excellent Identify the coaching needs. customer experience. Improves the service quality and customer experience. Helps in understanding and identifying the business opportunities. Track FCR, CSat, DSat to ensure that the results meets desired outcomes. 15 www.etechgs.com | Confidential

ICE QEval Features Web based tool accessible anytime anywhere. Define rules, parameters and capture information Fully customizable forms for any process. Multiple metrics to capture agent performance. Real-time evaluations and reporting. Get insights to voice of your customer. Integrated documents for quick reference. www.etechgs.com | Confidential 16

ICE QEval Dashboard www.etechgs.com | Confidential 17

ICE QEval Dashboard 18 www.etechgs.com | Confidential

ICE QEval Dashboard Qeval Report Index Program performance by sales coach Overall program QA score Section score comparison by week Program summary report by agent Weekly auto failure report by agent Section average report by agent www.etechgs.com | Confidential 19

• In the following slides we will be representing Quality Monitoring Solution that includes QEval software features, Methodology, Process offerings with resources. www.etechgs.com | Confidential 20

Etech Insights + = QA Professionals Etech Insights Quality Monitoring Software www.etechgs.com | Confidential 21

Etech Insights – An Overview Qualified, trained and experienced team of professionals available for Quality Monitoring. Over 75000+ calls/chats analyzed each month. Interactions reviewed overnight for immediate feedback. Reviews through automation tool to complement sales coach reviews for collaborative feedback. Six sigma approach towards process improvement. Expert and experienced leadership team to guide and implement process changes for enhanced customer experience. www.etechgs.com | Confidential 22

Etech Insights- Overview 23 www.etechgs.com | Confidential

Etech Insights – Why E.I. Gain third-party unbiased expert perspective from an experienced team. Consistent, frequent and timely evaluations /feedback assured. Successful track record for managing multiple sites and vendors for global companies. Helps in integrating training and coaching for continuous improvement. Proprietary software easily customizable to meet complex requirements. Transforming the way, the Real time reporting and analytics - access made possible anytime, Quality Monitoring anywhere. processes that can be implemented for a great customer experience. Get insights to improve efficiency and optimize cost. www.etechgs.com | Confidential 24

Etech Insights- Strategic Process Approach www.etechgs.com | Confidential 25

Communications Intelligence Platform

ETECH INSIGHTS DRIVES BUSINESS RESULTS “Etech Insights provides you deeper insight into your customer interactions which enables you to improve customer experience, reduce effort, meet all corporate governance requirements and gives you a competitive edge allowing you to increase market share .” MORE THAN 1.5 MILLION QUALITY EVALUATIONS A YEAR!!! ACQUISITION / RETENTION CUSTOMER EXPERIENCE Control Churn Customer Complaints VOC Analysis BUSINESS & MARKET INTELLIGENCE Insights for Customer Sentiment improvement Analysis Insights for Strategic Decision Customer Satisfaction Training Need Analysis Drivers and Identification www.etechgs.com | Confidential 28