TaTa Smartflo Services - Call @ 9206776070

Raja Gopal P: 9206776070, info@tatanet.in C L O U D C O M M U N I C AT I O N S U I T E

A NEW WORLD TO EMBRACE Business continuity amidst disruption Newer models of harnessing talent and technology Making the organisation resilient, agile and adaptive Marketplace sans boundaries

KEY CHALLENGES FOR BUSINESSES Cost Optimization Productivity Enhancement Remote Working Ability to Scale Business Continuity Customer Data Privacy

I N TRODU C I N G A smart, multimodal, multifunctional, flexible, scalable, secure and reliable suite of cloud based communication solutions. It is a sophisticated smartflo of digital connectivity, business intelligence and productivity.

WHY SMARTFLO ANYTIME, ANYWHERE COMMUNICATION GET BUSINESS INTELLIGENCE ●Allows business minds to go farther from their cubicles ●Frees employees from their desks ●Allows employees to communicate on the go ●Reports and analytics to track agent/project progress ●Call notes, live calls and data insights ●Voice-to-text, keyword mapping and sentiment analysis REDUCE OPERATIONAL & CAPITAL COSTS ON-DEMAND SCALABILITY ●No bulky infrastructure and storage, only cloud and phone ●Works across devices from landlines to smartphones ●No infrastructure and maintenance cost ●Ultraflexible, enables you to adapt quickly ●Works e ciently in changing business conditions ENHANCED CUSTOMER EXPERIENCE ENTERPRISE GRADE SECURITY &RELIABILITY ●Provides seamless and frictionless customer experience ●AI manages call routing with smart IVR menus ●Plug-n-Play API integrations with multiple applications ●RESTful API features: Click2Call and number masking ●Business continuity with 99.5% uptime ●Customisable admin portal and access rights

SMARTFLO: SOLUTION 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 IVRflows ●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 integration, detailed call logs and call management dashboard MULTI-LEVELIVR 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 inboundflows ●API and webhook integration with number masking for secure interactions

MISSED CALL SOLUTIONS Never miss a call from your customers ●Bespoke IVR 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 IVRflow ●OTP based calling and verification solution for agent call patching ●Number masking for customer privacy at all ends

HOW SMARTFLO MAKES IT EASY Sticky Agent Agent Monitoring Intelligent Call Routing Smart Call Flows to Agent Manage Contacts No Crank Calls Comprehensive Dashboard Intelligent Assistant Privacy and Protection

COVERING ALL SEGMENTS Education Entertainment Logistics IT & ITeS Retail E-commerce BFSI Automobile Healthcare Manufacturing

SMARTFLO USE CASES SMARTFLO USE C A S E S

IT / ITES EDUCATION 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: BACKGROUND: A mid-sized company in the education sector is facing following challenges: BFSI ●Inability to manage enquiries for new courses as their sales and support staff is working remotely ●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? BACKGROUND: A mid-sized non-life insurance organization is facing following challenges: ●Inefficient manual fee collection system ●How to scale up leads? ●How to provide 24/7 customer service? HOW SMARTFLO CAN SOLVE THEIR CHALLENGES: ●Virtual PBX enables intelligent call routing to relevant staff on mobile/ landline numbers ●Click2Call Solution allows instant connection to subject matter experts like teachers ●How to ensure customer privacy when agents work remotely? HOW SMARTFLO CAN SOLVE THEIR CHALLENGES: ●Hosted Contact Centre offers complete call center operations management with features like blended queue management, built-in CRM integrations, agent panel, call barging, prioritizing call back, sticky agent, sentiment analysis and detailed analytics and reporting ●AI manages call routing with smart IVR menus HOW SMARTFLO CAN SOLVE THEIR CHALLENGES: ●Hosted Call Connect allows efficient lead management by way of intelligent call prioritizing, calendarized call back, sticky agent feature, multiple and dynamic caller IDs for better pickup rate ●Missed Call Solution allows calendarized SMS based reminders for fee collection ●Hosted Call Connect enables routing of calls to customer care agents enabling anytime, anywhere communication ●Customer privacy is ensured by number masking ●Customer privacy is ensured by number masking

HEALTHC ARE BACKGROUND: Healthcare business model is completely changed due to the pandemic and therefore faces following challenges: LOGISTICS ●How to enable regular consultation and health check-up of patients with doctors? E-COMMERCE BACKGROUND: Logistics is one of the fastest growing industry in India and is facing following challenges: ●How to ensure security of staff and patients? BACKGROUND: An e-commerce company with operation in multiple cities is facing following challenges: ●How to ensure timely delivery at correct address? 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 ●How to manage end-to-end delivery operations and ensure complete tracking? ●How to ensure customer preference through engagement? ●How to engage with end-customers and vendors with data privacy assurance? ●How to manage and monitor communication with customer delivery staff? ●It allows SMS-based patient feedback collection ●Missed Call Solution helps to generate an automated reminder call to the patient 30 mins prior to the appointment or report collection HOW SMARTFLO CAN SOLVE THEIR CHALLENGES: ●Click2Call Solutions enables timely delivery and end-to-end tracking ●How to ensure security of customer data? HOW SMARTFLO CAN SOLVE THEIR CHALLENGES: ●Management of COD (Cash On Delivery) basis the customer preference with OBD/SMS-based trigger confirmation ●Hosted Call Connect helps customers track delivery and register complaints. OBD/ SMS facility ensures contact-less delivery for customer ●Number masking solution ensures security of customer data and controls its visibility to drivers and delivery staff ●Hosted Contact Centre Solution can support their delivery staff, registered vendors and suppliers by offering different or single number ●Customer privacy ensured by number masking

SMARTFLO SOLUTION SUITE OPTIONS SMARTFLO HOSTED CALL CONNECT SMARTFLO MULTI-LEVEL IVR SMARTFLO HOSTED CONTACT CENTRE ●Call patching with details of calling Smartflo Hosted Call Connect Smartflo Multi-level IVR agent, call duration, missed call, call back and tracking ●Multi-level IVR ●SMS integration ●API integration ●Dual Authentication for agent ●Web RTC ●Customised access to portal ●Agent status toggle ●Call list filters ●Customised reports with email ●Text-to-speech ●Call barging and whispering ●Sticky agent ●Client number masking for agent ●ACD ●Standard IVR ●Encrypted communication ●CTA pop-ups ●Multi-campaigns ●Basic reports available integration ●Rs. 500 / channel / month ●Rs. 850 / channel / month ●Rs. 700 / channel / month ●Rs. 400 FCV @ 50p / min ●Unlimited calling ●Rs. 600 FCV @ 30p / min

CALL FLOWS FOR SOLUTIONS INBOUND SOLUTIONS ●TFN multilevel IVR ●Virtual number ●CRM integration ●Extension based routing ●User input and API integration OBD SOLUTIONS ●DTMF based outbound blasts ●Unlimited routing level integration of outbound and inbound flows MISSED CALL SOLUTIONS ●SMS based services ●Missed call with outbound integration ●Missed call with IVR flow CLICK2CALL SOLUTIONS ●Click2Call from panel or website ●OTP based calling ●Number masking ●Outbound with call transfer to agent and call patching ●COD verification

INBOUND TOLL-FREE IVR SOLUTION CUSTOMER AGENT WELCOME GREETING & MENU OPTIONS ARE PLAYED CALL IS FORWARDED TO AGENT CALLS ON AGENT AGENT TOLL-FREE NUMBER 1800# SMARTFLO SERVER

INBOUND-VIRTUAL NUMBER SOLUTION BILLBOARDS AGENT LEAFLETS WEBSITE CALL DATA REPORTS CUSTOMER VIRTUAL NUMBER SMARTFLO SERVER AGENT NEWSPAPER

INBOUND SOLUTION WITH CRM INTEGRATION WELCOME GREETING PLAYED CUSTOMER TOLL-FREE NUMBER SMARTFLO SERVER CALLER PROVIDES APPLICATION NUMBER IVR PLAYS THE RESPONSE IN “TEXT TO SPEECH” TO CALLER IN IVR APPLICATION NUMBER PASSED TO CLIENT ERP USING API RESPONSE FETCHED

EXTENSION BASED INBOUND SOLUTION EXTENSION 101 IVR PLAYS A WELCOME MESSAGE CALLS ON VIRTUAL NUMBER CALL FORWARDED TO PARTICULAR EXTENSION NUMBER EXTENSION 102 VIRTUAL NUMBER CUSTOMER SMARTFLO SERVER EXTENSION 103 Date Time Call Number Extension Number Duration Recording Status 17 Aug 2020 03:01:45 PM +919845673824 Answered 2016 Yes 01:20 min

INBOUND SOLUTION WITH USER INPUT AND API INTEGRATION CUSTOMER CALLS ON VIRTUAL NUMBER WELCOME MESSAGE PLAYED AND IVR ASKS FOR COUPON CODE COUPON CODE SENT TO CLIENT DATABASE AND THEN CLIENT AUTHENTICATES IT VIRTUAL NUMBER IVR CONTINUES IF THE COUPON CODE IS CORRECT

CLICK2CALL SOLUTION AGENT PICKS THE CALL VISITS WEBSITE AND REQUESTS FOR A CALL BACK CUSTOMER ST CALL 1 SERVER INITIATES OUTBOUND CALLS ND CALL 2 SMARTFLO SERVER BOTH CALLS ARE PATCHED AND COMMUNICATION BEGINS CUSTOMER PICKS THE CALL

CLICK2CALL FROM PANEL OR WEBSITE ST CALL 1 AGENT SELECT NUMBER + 9 1 1 2 3 4 5 6 7 8 9 OUTBOUND CALL CAN BE INITIATED FROM THE CLICK2CALL WIDGET AVAILABLE ON AGENT LOGIN INTERFACE SELECT AGENT S A M A KS H CUSTOMER NUMBER + 9 1 1 2 3 4 5 6 7 8 9 C A L L CUSTOMER ND CALL 2

CLICK2CALL WITH OTP SOLUTION AGENT ENTER OTP I AUTHORIZE TTBS TO CALL ME FOR ANY SERVICE RELATED CALLS ON MY ABOVE MOBILE NUMBER REQUEST A CALL BACK CUSTOMER SMARTFLO SERVER RESEND OTP CUSTOMER

NUMBER MASKING SOLUTION CUSTOMER VISITS WEBSITE AND CALLS ON VIRTUAL NUMBER CALL FORWARDED TO VENDOR CUSTOMER B2C SEGMENT VENDOR 1 VIRTUAL NUMBER 1 VENDOR 1 VIRTUAL NUMBER 1 CUSTOMER B2B SEGMENT VENDOR 2 VIRTUAL NUMBER 2

OUTBOUND SOLUTION WITH CALL TRANSFER TO AGENT & CALL PATCHING PHONEBOOK IS UPLOADED AND CALLS ARE SCHEDULED OUTBOUND CALL WILL BE INITIATED SMARTFLO SERVER OUTBOUND CALL PANEL IVR ASKS FOR REQUIRED INPUT CALLER’S RESPONSE IS UPDATED REPORTING PANEL AGENT

COD VERIFICATION SOLUTION PLACES ORDER ON WEBSITE & SELECTS COD OPTION OUTBOUND API TRIGGERED WITH PARAMETERS ORDER ID, ORDER, AMOUNT CUSTOMER ORDER CONFIRMATION CUSTOMER’S INPUT IS PUSHED TO CLIENT’S CRM

MISSED CALL BASED SMS SOLUTION CALL LANDS ON SERVER AND UPDATED TO DATABASE SENDS AN SMS TO CALLER’S NUMBER GIVES MISSED CALL CUSTOMER MISSED CALL NUMBER SMARTFLO SERVER THANK YOU FOR CALLING, YOU CAN DOWNLOAD THE APP BY CLICKING ON THE LINK BELOW CUSTOMER CLICKS ON THE SMS AND IS REDIRECTED TO GOOGLE PLAYSTORE OR IOS STORE CALLER’S NUMBER IS PUSHED TO CLIENT’S CRM

MISSED CALL BASED OUTBOUND SOLUTION GIVES MISSED CALL CUSTOMER MISSED CALL NUMBER SMARTFLO SERVER IVR ASKS FOR THE CUSTOMER INPUT TO CONNECT TO THE AGENT OUTBOUND CALL INITIATED FROM SERVER TO CALLER’S NUMBER CALL TRANSFERRED TO AGENT ON PRESSING A SPECIFIC KEY AGENT

MISSED CALL BASED FOR IVR AGENT PICKS THE CALL CUSTOMER SERVER INITIATES OUTBOUND CALLS ST CALL 1 CALLS ON VIRTUAL NUMBER ND CALL SMARTFLO SERVER 2 BOTH CALLS ARE PATCHED AND COMMUNICATION BEGINS CUSTOMER PICKS THE CALL

Raja Gopal P: 9206776070, info@tatanet.in C L O U D C O M M U N I C AT I O N S U I T E C L O U D C O M M U N I C AT I O N S U I T E

TaTa Smartflo Services - Call @ 9206776070