• We do telesales to generate new business by selling your products, from the refined database of your existing subscribers
• On maturity of the sale, if required we assist the customer for any required Configurations.
• Data churn management Services: If your Churn Management Personnel are certain of losing a particular customer because of their inability to resolve his problem, you forward the details of that customer to us, we call the customer and help in  resolving the problem.
• Sell and deliver complex Data Solutions like
• Remote surveillance
• Network Management Software

K - CRM

It is a comprehensive Call Center Management System to solve the problems and keep a track of problems encountered by the customers.

Features

• Create "Support tickets" for Customers encountering problems. Allows maintaining of records & details of incoming calls
• Assignment Management: Major support issues are because of problems not getting escalated to next layer in right time frames. Our CRM routes Support ticket to the next layer of support exec. automatically, eliminating delays, to Track the progress of support pipeline in real time.
• Create "Marketing Tickets" incase of inquiry calls by first time prospective customers and note down their purpose of calling, address and cell phone number.
• Allows promotion of unresolved issues to the "Problem Management System"
• Expandable and Integrated Knowledge base management system.
• Gives "keyword" based access to the knowledge base to resolve common problems

Web Based Reports

• Number of problem calls by an individual
• Number of calls for general problems.
• Number of Open/Closed tickets

Support ticketing

• Enhanced customer support and issue resolution management

Tracking customer profile change

• The user can view the previous history, of actions performed for the customer.

Work Flow

Create Support tickets for Customers

The main task of Helpdesk Department is to create Support tickets for customers encountering problems. Support tickets will be created by, selecting the priority level of the problem i.e. High, Medium or Low. 'Support tickets is created based on the Phone Number of the Customer'

Select problem:

Select the problem faced by customer and try to solve the problem by viewing the Knowledge base.

Enter solution
If the problem is solved, type the solution and save the Ticket.

Ticket ID is auto generated
The ticket ID of the ticket will be generated automatically when the ticket is saved. The ticket has to be closed after the customer problem is solved.

Escalate the problem to the senior level
If customer' problem is not solved, you have the option of escalating the ticket to the next level of the support. Otherwise, by default the ticket is automatically passed to the next level after 48 hours (definable).If the Ticket is promoted than the status of the ticket will be changed to Escalated.

View Client Information
The Staff can view the Client Information of the customer after opening the customer account based on the Phone no.

View Client History
The Staff can view the Customers History by opening the customer that will help the staff to know the actions that are executed previously.

Deactive user list
The staff can also view a list of Deactivated customers on the given date. It will show the list of Deactivated customers on the given date.

History
Staff can also view the previous actions executed on the opened Ticket by viewing the History. It specifies the Staff name, Date, Time, Field, Old Value and New Value of the action being done.

Ticket Information
Using Ticket Information the staff can view the complete details of the Ticket according to the Ticket Status i.e. Opened, Promoted Closed etc.

Search for Tickets
The staff can also search for previously created tickets based on Ticket No, Date Modified, Status and Priority.

Create Marketing Tickets
Apart from normal Support tickets the Staff can create Marketing Tickets in case of new inquiries by customers and specify their reason for calling, acquire Address and Phone number. The details can be given to marketing department for follow up.

EMAIL SUPPORT SYSTEM

The increasing customer demand to communicate through email and Web forms has brought on the challenge to effectively manage email within your customer interaction process. An email management system (EMS) is needed to maintain and improve service levels as contact volumes increase. Our offered email system

• Fully integrates into your customer interaction process.
• Manages inbound emails with intelligent message analysis by utilizing knowledge base of related products, services and your company information.
• Also supports auto response which allows inbound emails to be answered via an "automatic response" - based on the database and pre-determined parameters.
• Integrates seamlessly with our CRM system other applications alongside contacts via phone, Web chat, fax to take full advantage of all the rendered services infrastructure.

Features of Email System

• It manages content analysis from the Knowledge base.
• Together with CRM Interaction it provides the ability to route emails via a multiple channel ACD with on-line monitoring capabilities.
• Incorporates customers' email information into the CRM database with minimal agent interaction
• Easily integrates with other channels of communication and universal queuing
• Supports auto acknowledge, suggested response, and auto response to allow for efficient email management
• Takes advantage of suggested responses or mass email responses from your product catalog or database

CHAT SUPPORT SYSTEM

Today's savvy customers are looking for fast answers to their questions - if they don't find them, they may become dissatisfied and go to a competitor.

• To maintain customer loyalty, companies are rapidly adapting to the expectations of their customers by providing online services.
• Although email is the most common means of electronic communication, Web chat is rapidly gaining popularity.

Our offered Chat Support Services:

• Helps you provide customers with immediate answers and maintain customer loyalty.
• Offers your customers simple "click to chat" option for support.
• As the customer logs onto chat, they are greeted with a welcome message determined by you, along with a picture of the customer representative they are "chatting" with.
• Customers appreciate the immediate response to their questions.
• It is most effective when combined with the capability of an integrated system for multi-channel communications. By integrating phone, email, fax and chat, meets your customers' communication needs.

Features of Chat System:

• Allows real-time communication with the customers thru the convenience of Web chat
• Improves agent utilization by delivering incoming chat interactions through skills-based routing methods
• Integrates with k-CRM to categorize the details of Web chat interactions o Provides real-time monitoring as well as powerful reporting of interactions
• Leverages a response library so users provide consistent and efficient answers
• Supports "pushing" Web pages to the customer to assist in answering questions

KNOWLEDGE BASE SYSTEM

The increasing demand to serve customers through more channels than simply phone and fax has precipitated the need to build intelligence into a customer relationship management solution.

To quickly and effectively respond to customer inquiries, Knowledgebase system is a tool that streamlines the customer response process.

• Knowledgebase leverages various related product and service information so that it can be fully utilized for customer inquiries.
• Knowledgebase functions as the backbone to both Voice and Non-Voice processes. It is a repository of questions and answers with linkages to the response library, to be used in customer service, sales and marketing arenas.

K-NMS

K-NMS, a Network management solution helps your organization in managing increasingly complex and critical network systems; as automation of network management has become a must for a growing organization.

It gives you the flexibility of managing your network over WAP or Web or, using GPRS enabled cell phones or PDAs or Laptop

Some of the salient features are:

• Proactively monitor the network links and send notifications for link failures.
• Display information about the status of a active SNMP device, including Link status , UPS status, Network outages, CPU load, Disk capacity, and a host of other configurable parameters right on your Cell phone or PDA or Notebooks 24x7.
• Proactively send you an SMS when ever a link is down, or a service goes below a defined service level. The SMS could be broadcasted to your entire team including the vendor for a proactive resolution.
• Allow you to remotely log into your network from where ever you are thru GPRS connection and you could be as good as sitting in office and resolve the problem without any further delay or outage.
• Generate link availability reports, which help in identifying bottlenecks, and in network planning.
• You have options of getting Alerts thru SMS, e-mail, or Hotter Alarms.

K-SMS

As SMS has turned into a business standard. Message traffic continues to increase between employees, with partners and directly with customers. As the technology has continued to gain acceptance in the market, you can use k-SMS to alert and broadcast information, to provide simpler and better communications.

• K-SMS delivers the true power of SMS medium. Some of its salient features : K-SMS can be integrated with any business application to alert, to broadcast or to share information with the contacts residing in their ERP and CRM applications, as well as their databases.
• It can be customized to your needs.
• Multiple groups of your staff or your clients can be notified in one instance instead of sending individual SMS. Also, k-SMS can be integrated into email (Lotus Notes, Microsoft Exchange, Novell GroupWise or existing web mail) so that quick messages can be sent out to mobile staff - why make the phone call?
• K-SMS makes incoming SMS possible!
• Simple addressing allows mobile staff to send SMS messages to desktop workers.
• Scheduling: You can schedule your k-SMS, to the specific times it shall leave the Outbox.
• You can define the SMS quota limits for each network user as per usage.
• Its web based interface is very simple to use. This solution is also very popular amongst the Small Medium Businesses.

Examples: Supermarkets are effectively using it to send any special deals they have it to their clients. Doctors, dentists, fitness centers are using it to send notifications to their patients for routine checkups.