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    Smartflo Brochure

    Uploaded by

    Ravia Sharma
    The document introduces smartflo, a cloud communication solutions suite that offers ultra-flexible interactions for businesses to seamlessly engage customers across platforms and devices while teams work remotely. The suite includes hosted contact centers, outbound marketing solutions, virtual PBXs, IVR systems, and missed call solutions to enable anytime communication, business intelligence, enhanced customer experiences, and reduced costs. Use cases are provided for industries like education, BFSI, IT/ITES, e-commerce, healthcare, and logistics to illustrate how smartflo can address challenges around scaling operations, customer service, data security, and engagement.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    Smartflo Brochure

    Uploaded by

    Ravia Sharma
    56 views7 pages
    The document introduces smartflo, a cloud communication solutions suite that offers ultra-flexible interactions for businesses to seamlessly engage customers across platforms and devices while teams work remotely. The suite includes hosted contact centers, outbound marketing solutions, virtual PBXs, IVR systems, and missed call solutions to enable anytime communication, business intelligence, enhanced customer experiences, and reduced costs. Use cases are provided for industries like education, BFSI, IT/ITES, e-commerce, healthcare, and logistics to illustrate how smartflo can address challenges around scaling operations, customer service, data security, and engagement.

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    The document introduces smartflo, a cloud communication solutions suite that offers ultra-flexible interactions for businesses to seamlessly engage customers across platforms and devices while teams work remotely. The suite includes hosted contact centers, outbound marketing solutions, virtual PBXs, IVR systems, and missed call solutions to enable anytime communication, business intelligence, enhanced customer experiences, and reduced costs. Use cases are provided for industries like education, BFSI, IT/ITES, e-commerce, healthcare, and logistics to illustrate how smartflo can address challenges around scaling operations, customer service, data security, and engagement.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    56 views7 pages

    Smartflo Brochure

    Uploaded by

    Ravia Sharma
    The document introduces smartflo, a cloud communication solutions suite that offers ultra-flexible interactions for businesses to seamlessly engage customers across platforms and devices while teams work remotely. The suite includes hosted contact centers, outbound marketing solutions, virtual PBXs, IVR systems, and missed call solutions to enable anytime communication, business intelligence, enhanced customer experiences, and reduced costs. Use cases are provided for industries like education, BFSI, IT/ITES, e-commerce, healthcare, and logistics to illustrate how smartflo can address challenges around scaling operations, customer service, data security, and engagement.

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    SAY HELLO TO

    smartflo
    ULTRA-FLEXIBLE
    ANYTIME ANYWHERE
    ARE YOU
    OFFERING SEAMLESS
    IS THERE
    INTERACTIONS TO YOUR
    A REAL-TIME
    IS YOUR CUSTOMERS WHILE
    SEAMLESS FLOW OF
    BUSINESS A YOUR TEAMS WORK
    INTERACTIONS WITH
    POTENT PLAYER IN REMOTELY?
    YOUR CUSTOMERS
    THE NEW CONNECTED
    ACROSS PLATFORMS,
    WORLD?
    DEVICES AND
    CHANNELS?

    FLOW FORWARD WITH OUR CLOUD COMMUNICATION SOLUTIONS FOR


    A BUSINESS WORLD WITHOUT BOUNDARIES.

    A SMART, MULTI-MODAL, MULTI-FUNCTIONAL, FLEXIBLE, SCALABLE,


    SECURE AND RELIABLE SUITE OF CLOUD BASED COMMUNICATION
    SOLUTIONS.

    IT IS A SOPHISTICATED SMARTFLO OF DIGITAL CONNECTIVITY, BUSINESS


    INTELLIGENCE AND PRODUCTIVITY.

    2
    WHY smartflo

    ● Allows business minds to go farther from their cubicles


    Anytime, Anywhere Communication ● Frees employees from their desks
    ● Allows employees to communicate on the go

    ● Reports and analytics to track agent/project progress


    Get Business Intelligence ● Call notes, live calls and data insights
    ● Voice-to-text, keyword mapping and sentiment analysis

    ● No bulky infrastructure and storage, only cloud and phone


    Reduce Operational & Capital Costs ● Works across devices from landlines to smartphones
    ● No infrastructure and maintenance cost

    ● Ultra-flexible, enables you to adapt quickly


    On-demand scalability ● Works e ciently in changing business conditions

    ● RESTful API features: Click2Call and number masking


    Enterprise Grade Security & Reliability ● Business continuity with 99.5% uptime
    ● Customisable admin portal and access rights

    ● Provides seamless and frictionless customer experience


    Enhanced Customer Experience ● AI manages call routing with smart IVR menus
    ● Plug-n-Play API integrations with multiple applications

    3
    smartflo SOLUTIONS SUITE

    HOSTED CONTACT CENTRE

    Complete Call Center Operations Management suite

    ● Inbound and outbound, progressive and preview dialing


    ● Built-in CRM integrations for a seamless experience
    ● Sentiment analysis and word-cloud powered analytics

    OUTBOUND MARKETING SOLUTIONS

    Integrated Marketing platform for all Outbound Campaigns

    ● Voicemail transcription supported by text to speech personalized messages


    ● Customised campaign flow which can be fed back into IVR flows
    ● OBD prompts with DTMF inputs that can be coupled with
    API integration to dip into any database

    HOSTED CALL CONNECT

    Complete virtual PBX environment

    ● Outbound and inbound calling with call patching


    ● User management with role based access
    ● API and webhook, detailed call logs and call management dashboard

    MULTI-LEVEL IVR

    Outbound and Inbound Call Management suite with customised


    routing functions

    ● Sticky agent coupled with barging/whispering/transfer


    ● Using same pilot number for both outbound and inbound flows
    ● API and webhook integration with number masking for secure interactions

    MISSED CALL SOLUTIONS

    Never miss a call from your customers

    ● Bespoke IVRs for missed calls


    ● Automated call backs and scheduled SMS
    ● Integrated email reports

    CLICK2CALL SOLUTIONS

    Integrated single click based communication for end customers

    ● Website and panel integration which can feed into the IVR flow
    ● OTP based calling and verification solution for agent call patching
    ● Number masking for customer privacy at all ends
    4
    USE CASES
    TIME TO RE-IMAGINE YOUR WORK WITHOUT BOUNDARIES WITH smartflo

    EDUCATION

    BACKGROUND: A mid-sized company in the education sector is facing following challenges:


    ● Inability to manage enquiries for new courses as their sales and support sta is working remotely
    ● Ine cient manual fee collection system

    HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:


    ● Virtual PBX enables intelligent call routing to relevant sta in admission, sales or support team.
    Routing can be done to mobile or landline numbers thus enabling anytime, anywhere
    communication
    ● Click2Call Solution allows instant connection to subject matter experts like teachers to solve queries
    ● Missed Call Solution allows calendarized SMS based reminders for fee collection

    BFSI

    BACKGROUND: A mid-sized non-life insurance organization is facing following challenges:


    ● How to scale up leads?
    ● How to provide 24/7 customer service?
    ● How to ensure customer privacy when agents work remotely?

    HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:


    ● Hosted Call Connect o ers an integrated solution which allows e cient lead management by way
    of intelligent call prioritizing, calendarized call back, sticky agent feature, multiple and dynamic
    caller IDs for better pick-up rate
    ● Hosted Call Connect enables routing of calls to customer care agents who are available thereby
    enabling anytime, anywhere communication
    ● Missed Call Solution o ers IVR setup and automated call backs
    ● Customer privacy is ensured by number masking

    IT / ITES

    BACKGROUND: A mid-sized BPO with 500 agents, working across multiple processes, like customer
    service, lead management, vendor on-boarding and document verification is facing following
    challenges:
    ● How to scale up the business outcome across multiple lead generation campaigns and customer
    service processes?
    ● How to ensure security of customer data while agents work from home?

    HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:


    ● Hosted Contact Centre o ers complete call center operations management with features like
    blended queue management (inbound and outbound, progressive and preview dialing), built in
    CRM integrations, agent panel, call barging, prioritizing call back, sticky agent, ring-me anywhere,
    sentiment analysis and detailed analytics and reporting
    ● AI manages call routing with smart IVR menus
    ● Customer privacy is ensured by number masking 5
    E-COMMERCE

    BACKGROUND: An e-commerce company with operation in multiple cities is facing following


    challenges:
    ● How to ensure customer preference through customer engagement?
    ● How to manage and monitor communication with customer delivery sta ?
    ● How to ensure security of customer data?

    HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:


    ● Number masking solution ensures customer data is secure and not visible to delivery sta
    ● Management of COD (Cash on Delivery) service basis the requirement of each customer. Customer
    can select the mode of payment. OBD and SMS will trigger to customer for COD confirmation
    ● Hosted Contact Centre allows e-commerce company to support their delivery sta , registered
    vendors and suppliers by o ering di erent or single number

    HEALTHCARE

    BACKGROUND: Healthcare business model is completely changed due to the pandemic and therefore
    faces following challenges:
    ● How to enable regular consultation and health check-up of patients with doctors?
    ● How to ensure security of sta and patients?

    HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:


    ● Hosted Call Connect and IVR solution for healthcare can connect doctors and patients in real-time.
    Doctors can get details of caller's IVR inputs when they answer the call. Calls can be tracked and
    analyzed
    ● Hosted Contact Centre helps setup patient follow-ups and payment collection. Doctors can collect
    feedback from the patient after every visit via calls or SMS
    ● Missed Call Solution helps to generate an automated reminder call to the patient 30 mins prior to

    LOGISTICS

    BACKGROUND: Logistics is one of the fastest growing industry in India and is facing following challenges:
    ● How to ensure timely delivery at correct address?
    ● How to manage end-to-end delivery operations and ensure complete tracking?
    ● How to engage with end-customers and vendors with data privacy assurance?

    HOW SMARTFLO CAN SOLVE THEIR CHALLENGES:


    ● Click2Call Solutions enables timely delivery and end-to-end tracking
    ● Hosted Call Connect helps customer connect with the logistic company to check their delivery status
    and register complaint. OBD/SMS helps to inform customer thereby enabling contact-less delivery
    ● Number masking solution ensures customer data is secure and not visible to drivers and delivery sta
    It helps to engage customer without any privacy breach 6
    smartflo SOLUTION SUITE OPTIONS

    SMARTFLO HOSTED CONTACT CENTRE


    ● Call patching with details Smartflo Hosted Call Connect Smartflo Multi-level IVR
    SMARTFLO HOSTED CALL CONNECT

    of calling agent, call + +


    SMARTFLO MULTI-LEVEL IVR

    duration, missed call, call ● Multi-level IVR ● Text-to-speech


    back and tracking ● SMS integration ● Call barging and
    ● Client number masking for ● API integration whispering
    agent ● Dual Authentication for ● Sticky agent
    ● ACD agent
    ● Standard IVR ● Web RTC
    ● Encrypted communication ● Customised access to portal
    ● CTA pop-ups ● Agent status toggle
    ● Multi-campaigns ● Call list filters
    ● Basic reports available ● Customised reports with
    email integration

    ● Rs. 500 / channel / month ● Rs. 700 / channel / month ● Rs. 850 / channel / month
    ● Rs. 400 FCV @ 50p / min ● Rs. 600 FCV @ 30p / min ● Unlimited calling

    1800-266-1800 www.tatatelebusiness.com dobig@tatatel.co.in Follow us on

    Tata Teleservices Ltd. | Registered Office Address: Tower 1, Jeevan Bharati, 124, 10th Floor, Connaught Circus, New Delhi - 110 001 | Corporate Identity
    Number: U74899DL1995PLC66685 | Tata Teleservices (Maharashtra) Ltd. Registered Office Address: D-26, TTC Industrial Area, MIDC Sanpada P. O.
    Turbhe, Navi Mumbai - 400 703. Corporate Identity Number: L64200MH1995PLC086354 Tel No: 1800 266 1515 | email id: 1515@tatatel.co.in

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