Helpline Software

We provide Helpline Software (End-to-end complaint management solution) to provide vital support and information to pilgrims on their spiritual journeys. Setting up an efficient helpline involves integrating modern technology to offer quick, reliable assistance, and can be enhanced by leveraging tools like :-

Telephony
CRM
Mobile App
AI
Operation of Call Center
Networking
Cloud Server Management
WhatsApp Chatbot
SMS notifications

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

Greeting Message
Language Selection
Complaint registration
Department Transfer

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.

Complaint generation from various source like Call Center , IVRS , AI , Chatbot , Social Media , Help Desk , Web Portal , Department Officer Mob APP etc.
It further distribute complaints automatically to concern departments
Manage complaint escalation & monitoring through dashboard to department officials
Manage penalties
Integration with various department applications like mobile app , portal
Analytics & MIS Report : Various type of reports & custom report builder

3. 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, concern department 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.

These are cost effective and time saving.
AI based IVR for taking feedback & maximum complaint registration/information in minimum time.
If there is maximum call flow or complaints generated in any area then by using analytics AI in the database, we can send automated SMS and alerts to that area.
Reduce 40% manpower
Multi –lingual capabilities
Provide Voice assistants
AI provide instant support to customer queries.
Language detection

5. Operation of call center:

We provide Installation and configuration of all the required hardware and software for call center solution.Our solution manage 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: WhatsApp Chatbot

We provide WhatsApp chatbot which is automated conversational agent that interacts with users via WhatsApp. It's designed to provide information, answer questions, and perform tasks without human intervention, making it an efficient tool for businesses to enhance customer service, provide support, and engage with piligrims.

6. Networking:

We provide complete set up of telecom products to clients.

Call Centre Agent’s Desktop
IP PBX
Access Switch - 24 Port (as per customer need)
Server
Anti - Virus
Soft phone and Headsets
Gateways

Desktop
Firewalls
IP phone
UPS
LAN Switch,
Routers,
Agent Licenses

7. Cloud Server Management:

We deploy system public, private or hybrid on cloud in optimizing and securing system online.
Maintain efficiency, security, and scalability.
Allowing team members to quickly address issues, share insights, and deploy updates.

Key Features of a Pilgrim Helpline:-

24/7 Availability: The helpline operates round-the-clock to assist pilgrims at any time.
Multilingual Support: Provides assistance in multiple languages to cater to a diverse group of pilgrims.
IVR System: Automates call handling, routes calls to appropriate departments, and provides self-service options for common inquiries.
CRM Integration: Manages and tracks interactions with pilgrims, stores their information, and ensures personalized assistance.
Emergency Assistance: Offers immediate help and guidance in case of emergencies, including medical assistance and lost & found services.
Information Dissemination: Provides up-to-date information on routes, schedules, facilities, and safety guidelines.
Feedback Collection: Gathers feedback from pilgrims to improve services.
SMS and WhatsApp Alerts: Sends real-time alerts and notifications via SMS and WhatsApp

Helpline Software Clients

Shri Mata Vaishno Devi Shrine Board (SMVDSB ) , Karta Helpline, Kumbh mela Helpline etc .

Our Testimonials

Aria voice logger is being used since 2010. Product is advantageous towards customer satisfaction. Service rendered towards any issues related is being attended immediately without delay. Thank You.

E. Prasad - Customer

We are using the voice logger product of Aria Telecom Solutions and we are fully satisfied with this product and services

Rohit Kumar - Customer

We are using the Dialer of Aria Telecom Solutions. Aria Dialer is being used since 2010. Product is advantageous towards customer satisfaction

Ramesh kumar - Customer

We have an installation set up of Aria PRI logger...As the device is used for Telephone Recording and successfully Aria Support Team has installed it very well. They provided proper training on this with proper assistance. Support Team Head Ms. Yogita Chabhra has successfully installed the system and its absolutely working fine without any hindrance... Sumit Nigam CP Branch Monarch

Sumit Nigam - Customer

We awarded comprehensive Annual Maintenance Contract for the year 2016-17 for Dial 100 Application at our two locations (Kashipur & Rudrapur) to Aria Telecom Solutions (p) Ltd. Aria Telecom upgraded the software & running the technology smoothly & trouble free. We are satisfied with your technology & support system. You as a relationship manager is very co-operative & always there for any help. Your technical team is also co-operative and has good knowledge of product.

Udham Singh Nagar - Customer

We are using Voice Logger of Aria Telecom Solutions Pvt. Ltd. We are fully satisfied with this product and we also appreciate support provided by Engineer of Aria Telecom.

Vikas Bhatt - Customer

As our company is using PCI based voice logger of Aria Telecom. Product is advantageous. We are fully satisfied with product and support provided by company. We also like to know about company's new products.

Rahul Kumar - Customer

I am using Voice Logger since 3 years in 5 different locations. Product is really good and the service they provide is on time.

Adarsh Verma - Customer

I am glad to share my feedback with you and convey to all concerned as well. I would like to appreciate Mr. Navdeep Chauhan and Aria Telecom as i contacted him and shared my issue he explained and well managed and make me understand about the process and further knowledge too . It is new experience for me and want to thank you from core of my heart for him ( Mr. Navdeep Chauhan) As per my experience he is very active on his work and full of experience and way to explain "Mentor". I have 15 years of experience in BPO and met many minds and experiences . He is one of diamond !! "Good Luck !! Thank you for coaching me you are a True Mentor "`

Ashwani Thakur IT Manager - Customer

Dear Team, I would like to inform that we always have received support & provide satisfaction resolution on highlighted concern from support team... Thanks All.

P S Team Leader - Customer

I would like to appreciate the level of customer service provided to be by Aria Support Team. After a call our issue has been resolved immediately. Really amazing customer service for the dialer!" Thanx for the best support.

Rajkumar Kumar IT Manager - Customer

"I'd like to compliment you on your fast and efficient online support for the call centre solutions. I have just had a very pleasant and helpful experience with your Aria support Team. Brilliant service, they are patient, prompt, polite. Highly recommended!"

Ajay Ganguly Sr Executive - Customer