Network Outbound Dialer

In todays world, informing Site engineer about site failure has become a critical business need. Manual calling to site engineer has challenges
  • Delay in calling site engineer
  • Increased cost of call center
  • Irregular reattempts to reach field engineer
  • Delayed escalation
Using Network OBD by, Operators overcome these challenges. The Network OBD platform not only meets present needs but it also caters to the future needs
  • Robust scalable architecture
  • Can support 1.5 million calls per day
  • Supports SIP and PRI
  • Template based voice Call
  • Support for different voices in TTS
  • Extensive reporting
  • Configurable workflow
  • Multiple escalation level
  • Deep Business analytics
  • Unmonitored performance of field engineers
The platform bring tangible business benefits
  • Ensures immediate call initiation to field engineer
  • Ensure escalation for issue resolution and reduce time to inform site engineer
  • Reduction in Call Center expenses
  • Generates extensive Reports for performance monitoring

SMPP Connector

Connectivity with SMSC is a crucial infrastructure component. Many business applications are built leveraging the SMS communication – Survey Application, Voting Application, NPS, Marketing / Promotions and many more.
EasyReach SMPP connector provides easy way to establish connectivity with SMSC. It supports multilingual capabilities allowing users to develop applications based on local language.
Ability to throttle multiple simultaneous messages allow operator to apply business policy and rules.
Enterprise architecture of SMPP connector allows users to scale to the required load.

Net Promoter Score (NPS)

Fred Reichheld from Bain & Company and Satmetrix introduced NPS in 2003 Harvard Business Review article “One Number You Need to Grow”. Since then NPS has been a videly used matrix for guaging customer satisfaction. EasyReach build NPS platform the will allow Operators and Industries to gauge NPS of Consumers.

NPS Process

Usually any NPS business process starts with communicating with consumer and asking him a simple question “How likely is it that you would recommend our company/product/service to a friend or colleague? “ Consumer is expected to provide response based on a 0 to 10 scale. A medium of request / response could be SMS, Email, Phone Call, or any other mechanism.
Promoters
As per NPS, Promoters are those who respond with a score of 9 to 10. They are expected to generate value for business e.g. buy more, remain loyal customers, and encourage other potential users.
Detractors
Detractors are those who respond with a score of 0 to 6. They are expected to generate less value for the business. They may also, influence users with negative remarks.
Passive
Respondents with 7 and 8 are considered Passives. They fall between Promoters and Detractors. They are neither expected to influence business positively nor expected to influence negatively.

EasyReach NPS Platform

With EasyReach NPS, Telcos can run NPS on daily basis by sending out SMS to subscribers and gathering their feedback. A daily trend is observed and analysed to identify issues within services, network infrastructure, billing, pre-paid/post-paid plans and corrective actions can be taken almost real time basis. Some of the important features include
  1. Mass Multilingual SMS to 100,000 subscribers at one go…!
  2. Configurable message templates
  3. Configurable message flows
  4. Configurable user profile
  5. Supports integration with different business process e.g. Call Centre, Billing, Marketing, Operations, Network
  6. Each department can run their own NPS
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