Sunday 19 April 2015

Cohesive Solutions Helps Delhivery In Increasing Customer Satisfaction


About Delhivery

Delivery group founded in May 2011 and Launched express logistics services in Delhi NCR in June 2011. Express logistics services expanded to 130+ cities in 2013.
Delhivery have developed an end-to-end suite of omni-channel solutions encompassing the best global practices tailor-fit to nuances of doing business in India, based on our operational experience. This includes management tools for global inventory, distributed order management, channel integration, customer engagement, campaign creation and management, fulfillment management and demand and channel analytics.
Delivery’s Customer Experience Strategy is to build a world class voice of customer program by delivering supreme Customer Experience through various touch points. The objective is to improve customer satisfaction and loyalty thereby increasing customer lifetime value by making the most out of every customer engagement whether in person, online via email or chat or over the phone.

Solution Requirement

The customer was looking forward to establish an Inbound Customer care Solution to handle queries and complaints based on the AWB number. It includes a 2-3 level Inbound IVR that will route call to the Agents. The objective  of Customer care solution was to improve customer satisfaction and loyalty thereby increasing customer lifetime value by making the most out of every customer engagement whether in person, online via email or chat or over the phone.

Competition

There were interested other vendors which were ready to go to any extent on price for adding Delivery as part of their Customer base.

Challenges

The major challenges were stability, integration with crm, expansion and design a contact centre solution by aligning our product with customer vision and objective.

Solution Offered                  

The solution offered was based on Ameyo Platform which is tightly integrated with their customer ERP system and 3rd party platform Fresh Desk. This integration provides a single platform and screen for Support Executives to view customer information, effectively answer queries, create specific tickets for service follow through and enable cross-functional collaboration within the company to deliver a consistent value proposition to our customers.

 How our Solution was different than competition

The solution offered was tightly integrated with our custom ERP system and 3rd party platform Fresh Desk. This integration provides a single platform and screen for Support Executives to view customer information, effectively answer queries, create specific tickets for service follow through and enable cross-functional collaboration within the company to deliver a consistent value proposition to our customers. This solution has enabled Delhivery in consistently increasing its customer satisfaction score.

About Cohesive
            
Cohesive Technologies a global telecom solution provider on VoIP and IP platform. Head quartered in INDIA with operations spread globally. As a leader on VoIP solutions, Cohesive integrates and design solutions which are people centric solutions, based on customer insights and our promise of Convergence.
To achieve the customer delight and the right solution Cohesive partners its technology with Aculab, 2N, Grand stream, Epygi and Ameyo to cater all verticals from a SOHO customer to a big enterprise. 

Customers Speak

Cohesive Technologies came across as the most flexible team to design a Contact Centre Solution .
We are very happy with the performance of the product and wish the very best to Cohesive Technologies for future endeavours.
                                                                        Bhavneet Kaur:-Senior Product Manager Delhivery


Sunday 12 April 2015

Cohesive Technology Acted As Solution Architect For Eco Rent A Car

About Eco Rent a Car

Eco Rent a Car is a Professional Car rental and Ground Transportation company with our own network across India. An ISO certified co. with outlets in 52 cities across the country.
Eco Rent a Car is fully compliant with all norms and regulations. Established in 1996, ECO Rent a Car leads the industry by setting new benchmarks consistently by serving the world's most respected MNCs, Luxury hotels, Tour Operators, Event in providing our clients with a Safe, Affordable & Hassle-free experience. We service 5 major sectors – Individuals, Hotels, BPOs, Corporates, Tour Operators and Event Management co.’s. 
With centralized 24x7 reservations & accounting system, our services are backed by 'best-in-class' technology and processes to ensure accuracy, reliability and swiftness in all areas of operation within the organization as well as during client interface.

Solution Requirement
With their Shift to new corporate office and state of art Infrastructure also wanted to automate their Tele-Booking Services with Skill Base Routing with Campaign Management for different Departments to provide the Best of Feel to all our existing and Prospective Customers who call up our Help desk for any type of services and give them Ease of Connect.

Competition
Competition faced was with Asterisk and Matrix as they were already using the TDM base PBX of Matrix.

Solution Offered                  
Offered our solution of Contact Centre (Ameyo) and IP based PBX which helps them to integrate Help desk with Back office Solution.

 How Our Solution Was Different Than Competition
The main system for contact centre type of infrastructure is a server (or multiple servers) that operates on top-performing hardware. New applications can be added easily, but the integration of contact centre with IPPBX on legacy trunk circuit created the main differentiation.
Ameyo powers millions of relationships between companies and their ecosystem of business. Designed to simplify interactions and meet business challenges head on, Ameyo is modeled by Drishti Soft who are domain experts in providing CIM, real-time collaboration, contact center software, networking and related services to companies of all sizes around the world.

Customers Speak
Cohesive Technology not only understood our Requirements but did Acted as a solution architect and suggested us to integrate Help desk with Back office Solution. Their Knowledge not only on VoIP but also on TDM helped us integrate the Legacy Trunks with Contact Centre (Ameyo) and State of Art IPPBX (Grand stream). We wish them all the Luck for Future Endeavours”

                                                                     Rajesh Loomba: MD Eco Rent a Car.

Monday 6 April 2015

DVR OR NVR? WHO DOES IT BETTER?

                       We get this question at least a couple times a day from several different customers: “Is it better to have an NVR Network Recorder) or a DVR (Digital Video Recorder)?” My answer is usually the same. We tell our customers that it really is based on your personal preference and your needs. This is mainly because there are several factors that make one better than the other and vice versa.

A (NVR) network video recorder is a software program that records video in a digital format to a disk drive, USB flash drive, SD memory card or other mass storage device. An NVR contains no dedicated video capture hardware. However, the software is typically run on a dedicated device, usually with an embedded operating system. Alternatively, to help support increased functionality and serviceability, standard Linux and Windows operating systems are used with standard Intel processors and video management software. An NVR is typically deployed in an IP video surveillance system.

The (DVR) digital video recorder, was the popular choice and is still one of the popular type of systems among consumers. Due to the constant upgrades being done on the DVR systems, they don’t fall too short of the features available on the NVR. The one main difference between the two is that the DVR can be used without an internet connection but has the capability of being connected online for remote viewing. In the case of the DVR, there usually isn’t cloud storage available as some NVR’s may have, but they do come encased with an internal hard drive that allows for storage.

Difference between NVR and DVR

1.  With a Network Video Recorder, of course the video input comes from the network—the video has already been encoded at the cameras. It simply converting digital video files from one format to another.  The video is then streamed to the NVR for storage and it can be viewed remotely due to it being on a network.

With a DVR, it does the encoding at the DVR itself, not at the individual cameras. Since it digitally compresses the analog feed, it must be located near the feed.

2.  Another difference between a DVR and an NVR is access.  To view the video that was recorded, you need to be at the DVR (or burn a disk if you want to view it elsewhere). 

 But with an NVR, due to its very nature of being on a network, you can view it remotely.

3.  Finally, paring security cameras with NVR’s is actually more restrictive than doing so with DVR’s.

  So take caution when you buy your cameras and make sure they’re compatible before doing so.

Certain situations may call for the use of an NVR because you’re not allowed to drill holes in the house or using a DVR may be your best option since your internet speed and range isn't exactly dependable. There are many factors that play into your decision between the two and don’t let one person’s opinion sway you one way or the other. It all comes down to your preference and what you’re looking for.

DVR vs NVR Comparison