Omni Channel Call Center Software

This section of the document specifies the functional requirements of client. It would provide complete work flow of complaint via Multiple mediums and specified the details that user should receive on successful implementation.

Workflow of Complete Complaint cycle

As call connects with Agents, the system will call client API to get details of consumer such as Name, Key Code etc. on basis of Mobile number.

There will be two types of such system call will be applicable:

• a) Information Call-One button will be given on user screen to access CRM consumer page. The user will then check the respective details and share with the agent.
• b) Register complaint- Clicking on complaint button will take the agent to CRM page of consumer details. In there the agent will be able to generate complaint based on issues like No Current, Other Complaints, and Transfer Burnt etc. and in response share the complaint number with him.

Complaint Assign to FRT - Based on selected Subdivision, complaint would be going to bucket of concern FRT. They get alert while receiving complaint assigned by system (auto-assigned) or administrator.

• Accepted complaint would add into task list, One SMS will be push to consumers with tracking link of FRT.
• On closure of complaint, User will take consumer's signature & comments on android phone & also capture the Latitude & longitude of consumer site. All the captured details through mobile app will be pushing to CRM back to maintain the records.
• Rejected complaint will ask reason from user and sent to administrator. Complaints can be rejected due to out of scope or not lying in FRT Area.
• Complaint status will be triggering back to CRM if will not get any action via FRT side within predefined time Complaint status will be triggering back to CRM if will not get any action via FRT side within predefined time
• a) Feedback call On closure - Agent would do the outbound calling on closure request to get consumer feedback on resolution provided by FRT. Complaint will be closed If consumer will be satisfied by provided resolution otherwise complaint will be open & escalate to team as per the hierarchy.
• b) Follow up calling – Agent would do follow ups for resolutions on escalated cases. Complaints will be specified in different color code at every stage to ease of understanding.

Omni Channel Communication System is comprised of huge technical application which requires a flawless integration. This system require API from the client for third party application such as SCADA, Mobile app; web Portal, GIS, Revenue Management System, Feeder Monitoring system, DT Metering system etc. for a smooth integration.

Particulars of integration system:

• SMS API provide by client -it will be deliver on registration of complaint, On FRT Assigning, Resolution of complaint, On closure, Reopening of complaint, Escalation of complaint etc.
• Social Media: Facebook / Whatsapp /Twitter or any other Pages can be handling manually
• Database -Consumer database along with billing server details require with integration of CRM.
• Vehicle tracking system -Need FRT Location URL for Tracking and it will share with consumer while accepting of complaint.
• The above integrations are done as per user requirement and requires user’s gateway to accomplish the task.

Alerts and Events Omni Channel Communication System is designed for improved Alerts generation for events or registered complaints. The alerts system and even creation works in the following way.

Alerts notification:

Complaint Rejected- this could happen in two possible cases; either it can be out of scope or not lying in concerned area. In this case, the user will get alert notification for the same.

Escalation:

The user will also get notified if any complaint escalated to next level of management hierarchy. In this case crossing SLA notification will be sent to the user.

Other -It will also notify the system about any action taken against a complaint by the user or management.