Discom Helpline

1. Telephony:

Telephony can be installed at client local data center or on private MIETY empanelled data center & have following important components Unified communication system consisting IVR,ACD, Call Recording,Disposition, Call info Pop-up , etc.

Interactive Voice Response (IVR)

IVR works for Welcome message, Language selection, Department selection, Pre-Recorded Information, Feedback call, Queue Waiting etc.

Interactive Voice Response System helps to interacting caller with company’s hosted system by voice reorganization and DTMF Inputs after which they can get services for their own queries.

Calls will be land on TFN/Short codes, there will be IVRS announcement like

Automatic Call Distribution (ACD)

ACD distributes incoming calls to a specific group of terminals used by agents. It is a part of a computer telephony integration (CTI) system. ACDs recognize, answer and route incoming calls.

An ACD system handles incoming calls based on the numbers called and an associated database of handling instructions.

Outbound Solution

Aria Telecom will provide separate CTI/Database server for outgoing at primary location

Users will be connecting to primary location only and will be seated locally.

Call recording & voice logger

All the conversation done through this system will be recorded with our latest designed Call recording and voice logger technology. This facility is not only given the system higher security measures but also more scope for analyzing customer relationship level.

Disposition

Disposition up to 3 level-Dispositions depicts the call status, on behalf of any campaign, we can create multiple dispositions and also useful to define a conversation with customer in a single state.

Call info. Pop Up

We provide pop up on Screen about a call to agents in conjunction with the arrival of incoming call. It is a important tool of call center.

2. Omni Chanel CRM for end to end complaint management:

CRM agent can be hosted locally or on private cloud in redundant manner to keep the high availability.

3. FRT Mobile App:

The system we provided is easy to integrate and is given along with mobile app. The mobile app was designed to deliver registration of complaint, FRT Assigning, Resolution of complaint, on closure, Reopening of complaint, Escalation of complaint etc.It was also integrated for social media pages.

4. Artificial Intelligence:

Our AI technology used to response maximum queries quicklythrough ASR – TTS and chat bot

5. Operation of call center:

We provide Installation and configuration of all the required hardware and software for call center solution.Our solutionmanage all telecom connectivity like SIP Trunk, Toll free etc. subject to the utilization of Bandwidth, links uptime complaint raised to Telecom service provider and follow-up till closure.

Handle large volume of calls , emails, chats , SMS etc.

6. Networking:

7. Cloud Server Management:

Discom Clients:-

JVVNL(Jaipur Vidhyut Vitran Nigam Limited),PSPCL (Punjab State Power Corporation Limited),JDVVNL(Jodhpur Vidhyut Vitran Nigam Limited), Tripura State Electricity Corporation Limited ( TSECL) and many more .