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CIO Review >> Magazine >> August - 2014 issue

Teckinfo Solutions: Converged IT and Data Solutions Reinforcing Customer Contact Centers


Business can be at stake if there is no proper coordination between resource and infrastructure. Enterprises in varied verticals like BPO, Automobile and Healthcare seek a convenient way to address the challenges in handling high volume customer contact. Outbound customer contact can be expensive, time consuming and at times ineffective as manually dialing numbers or connecting with answering machines involves a mind-numbing process. The power of convergence brings voice, video and data together while eliminating the expensive deals of infrastructure, training and support. Enterprises are getting wise to technology and are inclined to sign up converged voice and data solutions which can help in controlling high volume of outbound calling and enhance live agent interaction. Teckinfo Solutions Pvt. Ltd, headquartered in Delhi is positioned to address the challenges prevailing in customer contact centers with its Converged Voice and Data Solutions.

Nalin Mital, MD at Teckinfo Solutions believes in the power of Unified communication in integrating voice, video, email and social media interaction. “Customer focus will push the enterprise to look at cost effective multimedia adaption using UC Solutions giving integrated approach to handling Voice, Chat, email, Video, Social Media etc”, says Nalin. With myriad of UC solutions conquering the arsenal of operations in Telecommunication sector, Teckinfo has already began exploring the benefits of converged platform while ensuring flexible customer access to the technology.

Stream of Solutions
Teckinfo harbors promising and scalable breed of contact center solutions;InterDialog CCS is deployed to cater the need of various business processes like Help desk, lead Generation, appointment setting, market research and many more in the same list. Furthermore, InterDialog CCS provides the customer an investment protection while eliminating the hassles of additional spending in switching infrastructure. “Our Customer Interaction modules along with our domain specific customization team, can deep dive into the details of the business process, thereby giving complete automation to the process. This saves valuable time thus increasing efficiency”, added Nalin.

Enterprises hunt for flexible investment options for customizing call flow with agentless dialing .Teckinfo’s InterDialog Automated Outbound Dialer (AOD) helps in delivering pre-recorded voice messages to the entire or segmented contact list. AOD is fetching attention from various organizations and soon will dominate the market of Unified Communication.

Facilitating communications with customers and aiding various functions of a CRM is Galaxy Helpdesk Software. “Galaxy Helpdesk Software is a solution that effectively & efficiently manages customer interactions”, says Nalin.
Retrieval and monitoring of data consumes a lot of time and money. Teckinfo addresses this tight spot with Ninox Plus, designed and deployed to give information and alert while collating real time screen and voice recording data.

Furthermore, IVR Edge (Interactive Voice Response) and Via SMS are two reputed products of Teckinfo which are deployed to streamline customer interactions.

The Road ahead
Moving with an outlook to deploy WebRTC, Teckinfo prides its solutions in UC and plans to toil on new technologies which can help in maximizing efficiency and productivity.