Challenges

Customer Satisfaction

Employee Productivity

Process Efficiency

Pain-Points

  • Customer center (CC) agents to use their time effectively for trading rather than giving information during trading hours
  • Customers require various information like real time equity rates, 52-week high low value, holding information, DP rates, IPO information - this consumes a lot of productive time of an agent
  • Skill based intelligent routing required as the CC operation is complex with multiple products like equity-spot-derivatives, MF investments, insurance etc.

  • Internal communication contributes to 40% of the cost
  • Cannot have a separate resource to maintain IT in each branch location
  • Review and travel expense is high, repeated training cannot be provided for effectiveness

  • With SMS widely used as a channel to generate leads, it is important to call the customers to capitalize on the customers’ mind share
  • High cost of manual dialing activities like – collections, reminders and cross selling
  • Tighter integration between the back office and dealing room required for better execution of the deals, business continuity, ease of operation and integration with various business applications are some of the requirements for a future dealing room

Solution

Dial-n-Trade - Centralized contact center with self service platform to automate transactions & routine queries-reducing manual assistance. Enhance agents’ productivity by 30% or more

HNI Wealth Assist - Flexible cost effective tool for delivering relationship management to high value clients. Offers substantial productivity benefits to the relationship managers with mobility, click to call, click to mail, multiple call management, reporting etc.

Intelligent Branch - IP Technology and IP CUG across the organization enables securities companies to scale as they grow, improve customer service, enable workforce productivity and simplify development & management

Daily Briefings & Reviews - Meeting Exchange/IP Office integrated audio, video & web collaboration solution allows users to hold productive virtual meetings, remote business reviews & trainings. Product trainings can be streamed for re-use



Field Force Automation - Integration of SMS gateway and FFA solution to integrate mobile insurance agents with backend CRM and CC. Increase ‘lead to conversion’ ratio by reducing the turn around time to less than 1 day

Reminders & Collection- Allows workers to reach more customers, quickly and profitably for collections, reminders and cross/upselling. Includes efficiency and effectiveness tools to enhance agent productivity by 3 times

Intelligent Trade Floor - IP Trades IP/SIP enabled turrets with Avaya ACM and NICE logger provide a unique and specialized communication solution for the brokers (sell side) that enables faster execution of transactions, compliance recording, business continuity and integration with various business applications