Businesses are constantly re-imagining operating models and working environments leveraging technology at the core. Businesses and customers are multi-tasking and engaging in multiple activities via multiple devices. Devices and modes through which interactions occur are no longer linear – multiple platforms, multiple devices and multiple channels. Connectivity with the ecosystem is assumed to be “ON” 24/7 x 365.
Flow forward with our cloud communication solutions, Smartflo for a business world without boundaries. A smart, multi-modal, multi-functional, flexible, scalable, secure and reliable suite of cloud based communication solutions. It is a sophisticated Smartflo of digital connectivity, business intelligence and productivity.
SMARTFLO SOLUTIONS 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
- Customized campaign flow which can be fed back into IVR flows
- 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, detailed call logs and call management dashboard
Outbound and Inbound Call Management suite with customized routing functions
- Sticky agent coupled with barging/whispering/transfer
- Using same pilot number for both outbound and inbound flows
- API and webhooks integration with number masking for secure interactions
Missed Call Solutions
Never miss a call from your customers
- Bespoke IVRs for missed calls
- Automated call backs and scheduled SMS
- Integrated email reports
Integrated approach of single click based communication for end customers
- Website and panel integration which can feed into the IVR flow
- OTP based calling and verification solution for agent call patching
- Number masking for customer privacy at all ends
Anytime, Anywhere Communication
Enhanced Customer Experience
Reduce Operational and Capital Costs
Get Business Intelligence
Enterprise Grade Security & Reliability
How Smartflo makes you work smarter and deliver better customer experiences
Comprehensive Dashboard: Take call notes, monitor live calls, track team progress, access deep data insights, and much more. One dashboard, unlimited possibilities
Smart Call Flows for Agents: Choose a ring strategy that ﬁts your needs. Send calls to best-suited agents or ring all agents simultaneously with parallel ringing for quick query resolution
Intelligent Customer Call Routing: Do not worry about off-hours, different time-zones, or gazette holidays. Route calls to available agents, the reception, or play a pre-recorded message to keep your clients up to date
Agent Monitoring: Know when your agents are engaged, track calls to check team productivity, lower call ring time and do more with detailed analytics from the live dashboard
Privacy and Protection: Make the most of our restful API to offer features like click-to-call. Or enable number masking to hide the contact details of one or both, agents, and clients
No Crank Calls: Manage incoming call volume efﬁciently by minimizing calls from bots, pesky vendors, or spam callers. Add numbers to the blacklist in real- time with our easy-to-use portal
Manage Contacts: Integrate with CRMs to conveniently check lead status, create easily accessible contact proﬁles, choose which caller ID to display, and improve customer retention
Sticky Agent: Route customers to agents they already share a rapport with or agents well-versed with their transaction history for quick query resolution
Intelligent Assistant: Encourage customers to self-serve for simple queries or quickly route them to the right department based on their dial pad inputs via an IVR. Automate mundane tasks easily
Smartflo Hosted Call Connect
Smartflo Hosted Multi-level IVR
Smartflo Hosted Contact Centre
|UI||Basic reports available||Customised reports with email integration||Customised reports with email integration|
|Encrypted communication||128 Bit Security||128 Bit Security||128 Bit Security|
|Automatic Call Distributor (’ACD’)|
|Client number masking for agents|
|Security level for hosted customer data||Data hosted in private cloud with ISO 27001 Certificate||Data hosted in private cloud with ISO 27001 Certificate||Data hosted in private cloud with ISO 27001 Certificate|
|Dual authentication for agent(login credentials and OTP)|
|Allowing customized access to portal|
|Scheduled email report with customized fields|
|Agent status toggle -busy/idle/break/out of oce|
|Call barging and whispering|
Q: Can I have inbound and Outbound on the same pilot number?
A: Yes, the platform enables incoming and outgoing calls to be enabled on the same pilot number
Q: Is there only a set IVR flow that can be used?
A: No, our IVR flow is completely customizable as per the customer’s requirement
Q: What are the ways that my agents can use this service?
A: There will be multiple types of access modes like browser extensions, app login, or mobile numbers configured for the portal
Q: How many channels would I need for the configuration?
A: It depends on the contention ratio that is being asked here, effectively as many active calls that may be needed, double that many channels will be required. Minimum 50 channels (Agent 25) will be required for the solution.
Q: What kind of calling configurations can be setup on the portal?
A: There are both manual and progressive dialer types available on the portal. Also, different Automatic Call Distribution setups can be made like round robin, Sticky Agent etc.
Q: Is API integration with customer’s CRM possible?
A: Yes, all existing CRMs can be integrated after understanding the scope of integration. Additional customisation charges may apply
Q: How can the call recordings be accessed?
A: Call recordings will be immediately available for viewing, download or upload to an AWS account
Q: Is there any additional charge for agent licenses?
A: We only charge for channels and there is no additional cost for licenses, however if you opt for TTS there will be additional cost towards our vendor
Q: Can I monitor my agent performance?
A: Yes detailed agent monitoring dashboards will be available, and it can be customised as well
Q: What are the variants of Hosted Services I can opt for?
A: Through Smartflo services, you can go for Inbound and Outbound concurrent service, Inbound only, Outbound only and any other variations that may be required can be customised to an extent
Q: Can I design multiple campaigns?
A: Yes multiple campaigns can be created, and agent roles can be switched and cross-mapped between different campaigns
Q: Will the calls be scrubbed for DND?
A: DND facility will be available for Tele Marketer series 140. For a normal call series, DND scrubbing ownership will be customer’s responsibility
Q: Can I terminate the contract when I want?
A: Minimum Lock in is 6 months
Q: How is the base uploaded?
A: Base upload and lead management is available on the portal with advanced features like call back setup
Q: What is the uptime for Smartflo services?
A: SLA offered is a Service Availability of 99.5%
Q: How will my data be secured?
A: The admin and agent access credentials are password protected and SSL encrypted