SlideShare ist ein Scribd-Unternehmen logo
1 von 17
Downloaden Sie, um offline zu lesen
Transforming customer engagement
with omni-channel communications
TAD Summit Asia 2021
- Ankit Goel, VP Engineering
- Ishan Bansal, AVP Engineering
Enterprise Business@Airtel X Labs
Personalised,
omni-channel
interactions
Call routing with
customisable IVR
Customer privacy
Real-time call
analytics
Enterprises are enhancing their customer engagement by embedding
real-time communications
84% companies report increase in revenue due to improved customer engagement
84% companies report increase in revenue due to improved customer service
Deployment complexity due to physical
telecom infrastructure integration
Lack of a unified data protection framework
that complies with stringent regulations
Cumbersome troubleshooting during
downtime due to multiple stakeholders
Poor service quality due to cloud-telecom
integration inconsistency
High cost due to the need for third-party MSP
Challenges that enterprises are facing with existing Cloud communication
platforms
Airtel IQ is the best choice for your business because it
is..
Robust Intuitive Secure
Get robust and resilient connectivity
with Airtel’s pan-India network.
Plug and play with your business
applications seamlessly using our
flexible and easy-to-use APIs
Ensure peace of mind with our
advanced encryption and data security
measures.
Existing Architecture
Enterprise
Customers
How Airtel IQ architecture solves the challenges
Enterprise
Customers
Airtel IQ - pan
India
connectivity
API
What makes Airtel IQ Robust?
Telco
Aggregator
Telco
What makes Airtel IQ Robust?
Upstream/downstream-level Overload
Protection
Distributed Deployment
Intelligent
Operations
Resilient
Infrastructure
Mobile
Network
450K
4G mobile sites
pan India
Redundant
call paths
Lower call
set-up time
Airtel IQ
Multi-tenant
Design
Intuitive Analytics:
Create customer
analytics
Business
Friendly:Offering
Intuitive GUI to create
custom call flows
Flexible and modular API’s
Airtel IQ omni channel capability supports following Call Flow components
which can be combined to create a call flow.
Incoming Callflow Components
This is used to pass callbackURLs
and other metadata of incoming call
Incoming Call
Parameters
Incoming Call
Actions
Take action (accept/reject/redirect) on incoming
call Event based platform
to initiate a
call session
to add a
participant in an
existing session
to play an audio
file on an
existing session
to play IVR on
an existing
session
to collect dtmf
input from user
Initiate call
Add
Participant
Play
Audio
Play
DTMF
Collect
DTMF
To record a call
at the session/
participant level
To send SMS to a
participant
To take decisions
on the provided
input
to stop playing
audio on an
existing session
to terminate a
session
Record SMS
Client
Decisions
Stop
Audio
Hang up
Sample Workflow
What makes Airtel IQ Secure?
Encryption: All inbound and outbound
communications network traffic are are
encrypted by supporting TLS 1.1 .
We also provide recording encryption
Account Security: Secure key based
authentication for all API requests
Private cloud: Firewall to safeguard
the control access between a trusted
network and a less trusted network. It
helps to avoid any internal or external
risks.
Data encryption: All customer
data like call recording are stored
in encrypted way and can be
accessed using private key
DLT compliant: Blockchain
based DLT for spam checks
Highly regulated: Telco grade
security. RBI, DOT, TRAI & PCI DSS
compliant
Certificates
ISO 27001 , Information Security
management Certificate ensuring all
information assets are handled
securely
Platform
security
Data
Security &
Privacy
Compliance
Product Principles
Customer Inputs
Brainstorm, Gather
requirements
Measure
Keep refining
Assess
Evaluate and Map to Strategy
Build
Iterate over
Define
Product & Success Metrics
Customer
1. Make your marketing smarter with Airtel IQ
Web Lead Management
Click to call functionality to connect instantly
with your web prospects
Omni channel communication
Allow customers to connect through
app/website) or physical medium like (banner
or ad) using fixed line or vanity numbers
Granular analytics
Accurately measure the effectiveness of
your ad campaigns by tracking leads and
analyzing call details
2. Deliver personalized customer
experience with Airtel IQ
Personalised IVR
Use smart IVR to pair your customer with
right agent with contextual analytics
Automated calls for Service Updates
Proactively give service updates to your
customers using automated OBD
Performance insights
Get real-time dashboards for visibility into agent’s
performance
3. Make your business operations
intelligent with Airtel IQ
Secure Communication
Keep your workforce and customer’s
personal numbers private. Bridge their calls
through Airtel IQ numbers.
Customer Notification
Keep your customers and employees
informed with real-time notifications
Appointment Reminders
Send call notifications to your customers
for appointment reminders,
THE CHALLENGES
• Rapido needed a solution to
optimize the delivery cycle
through timely and contextual
communication between all
stakeholders without
compromising on privacy at
any touchpoint.
• Airtel IQ provided anonymization of the contact
number of customers and riders by offering a pool
of virtual numbers (VN) to Rapido.
• The rider-customer mapping is done within Airtel
IQ ecosystem, and both stakeholders are able to
communicate through the VN
• After the transaction is completed, the VN is
released back to the pool and is randomly used
for another transaction.
Improved delivery
process efficiency due
to 99.9% network
uptime
Better experience to all
stakeholders due to
wider network reach and
stronger connectivity
Ensure 100%
privacy on every
transaction
Rapido Expands Business Horizon with Airtel IQ
What Rapido has to say about Airtel IQ
Click here
THE CHALLENGES
• Swiggy’s existing CPaaS SLA
covered only the cloud aspect
of the deal and not the
downtime or glitches
emerging from the telecom
network.
• Besides, they charged
Swiggy twice for each call
between the customer, agent
as their system triggered two
separate calls to connect the
two stakeholders.
• Airtel IQ helped Swiggy provide the experience of a
regular call without compromising their privacy.
• When a delivery agent clicks the ‘call customer’
button on the Swiggy app, it initiates a call to the
displayed virtual number, call lands on Airtel IQ
platform and it communicates the delivery agents
details to Swiggy’s server to receive the respective
customer’s number.
• On receiving the number, Airtel IQ initiates a call to
the provided number which serves as the bridge
between the agent and the customer.
Communication
expenditure
decreased by 50%
Swiggy experiences industry
leading network and CCP
uptime resulting in near-zero
call disruptions.
Intuitive dashboard provides
real-time insights to facilitate
continuous customer
experience enhancement
Swiggy Streamlines Communication, Secures Privacy and
Reduces Opex with Airtel IQ
What Swiggy has to say about Airtel IQ- Click here
THE CHALLENGES
• Justdial needed a flexible and
reliable cloud communication
platform that could facilitate
seamless and secure
communication between its
customers and vendors as
per their convenience without
the risk of getting spammed
or compromising privacy.
• Justdial received a pool of virtual numbers (VN)
and introduced a click-to-call button on its website
for seller and service providers.
• The search engine allocated dedicated VNs to
premium customers and random VNs to others.
• Spam detection for businesses
Improved connectivity –better
customer experience with
uninterrupted connectivity, privacy,
and 99.9% network and cloud
uptime.
Insights –Justdial will be able to
track and analyse connections
established between stakeholders
and accordingly fine-tune its services
to exceed customer expectation
Justdial Improves Connectivity, Privacy and Uptime of its
Platform with Airtel IQ
Reach out
https://airtel.in/iq
ankit.goel@airtel.com
ishan.bansal@airtel.com

Weitere ähnliche Inhalte

Was ist angesagt?

Lufthansa Reference Architecture for the OpenGroup
Lufthansa Reference Architecture for the OpenGroupLufthansa Reference Architecture for the OpenGroup
Lufthansa Reference Architecture for the OpenGroupCapgemini
 
QUALITY MANAGEMENT PRACTICES USED BY TELECOM ORGANIZATIONS,quality in telecom...
QUALITY MANAGEMENT PRACTICES USED BY TELECOM ORGANIZATIONS,quality in telecom...QUALITY MANAGEMENT PRACTICES USED BY TELECOM ORGANIZATIONS,quality in telecom...
QUALITY MANAGEMENT PRACTICES USED BY TELECOM ORGANIZATIONS,quality in telecom...Micky Lyf
 
5G Network Managament for Inteligent Transport Systems
5G Network Managament for Inteligent Transport Systems5G Network Managament for Inteligent Transport Systems
5G Network Managament for Inteligent Transport Systemslebarka
 
Airtel IQ: Transforming customer engagement by embedding real-time communicat...
Airtel IQ: Transforming customer engagement by embedding real-time communicat...Airtel IQ: Transforming customer engagement by embedding real-time communicat...
Airtel IQ: Transforming customer engagement by embedding real-time communicat...Alan Quayle
 
Webinar: Customer Experience Analytics 2023
Webinar: Customer Experience Analytics 2023Webinar: Customer Experience Analytics 2023
Webinar: Customer Experience Analytics 2023Course5i
 
Call Centre Architecture
Call Centre ArchitectureCall Centre Architecture
Call Centre Architectureapoorva tyagi
 
Neat Bar and Bar Pro Video Conferencing Appliance (Overview)
Neat Bar and Bar Pro Video Conferencing Appliance (Overview)Neat Bar and Bar Pro Video Conferencing Appliance (Overview)
Neat Bar and Bar Pro Video Conferencing Appliance (Overview)VideoConferenceGear.com
 
OTT Distribution (Over The Top)
OTT Distribution (Over The Top)OTT Distribution (Over The Top)
OTT Distribution (Over The Top)Mesclado
 
IP PBX with CTI, IVR, Call recording, Auto Calling and all Call center softwa...
IP PBX with CTI, IVR, Call recording, Auto Calling and all Call center softwa...IP PBX with CTI, IVR, Call recording, Auto Calling and all Call center softwa...
IP PBX with CTI, IVR, Call recording, Auto Calling and all Call center softwa...Limesh Parekh
 
The New and Improved Partner Program
The New and Improved Partner ProgramThe New and Improved Partner Program
The New and Improved Partner ProgramPanduit
 
Salesforce Consulting Services
Salesforce Consulting ServicesSalesforce Consulting Services
Salesforce Consulting ServicesManasa Nuguri
 
Safety and Security Aspects of Automotive High Performance Controllers
Safety and Security Aspects of Automotive High Performance ControllersSafety and Security Aspects of Automotive High Performance Controllers
Safety and Security Aspects of Automotive High Performance ControllersAlexander Much
 
IT4IT / DevOps Tooling Landscape 2022
IT4IT / DevOps Tooling Landscape 2022 IT4IT / DevOps Tooling Landscape 2022
IT4IT / DevOps Tooling Landscape 2022 Rob Akershoek
 
Automotive Cybersecurity Best Practices
Automotive Cybersecurity Best PracticesAutomotive Cybersecurity Best Practices
Automotive Cybersecurity Best PracticesBamboo Apps
 
Ibm blockchain - Hyperledger 15.02.18
Ibm blockchain - Hyperledger 15.02.18Ibm blockchain - Hyperledger 15.02.18
Ibm blockchain - Hyperledger 15.02.18TelecomValley
 

Was ist angesagt? (20)

Lufthansa Reference Architecture for the OpenGroup
Lufthansa Reference Architecture for the OpenGroupLufthansa Reference Architecture for the OpenGroup
Lufthansa Reference Architecture for the OpenGroup
 
QUALITY MANAGEMENT PRACTICES USED BY TELECOM ORGANIZATIONS,quality in telecom...
QUALITY MANAGEMENT PRACTICES USED BY TELECOM ORGANIZATIONS,quality in telecom...QUALITY MANAGEMENT PRACTICES USED BY TELECOM ORGANIZATIONS,quality in telecom...
QUALITY MANAGEMENT PRACTICES USED BY TELECOM ORGANIZATIONS,quality in telecom...
 
5G Network Managament for Inteligent Transport Systems
5G Network Managament for Inteligent Transport Systems5G Network Managament for Inteligent Transport Systems
5G Network Managament for Inteligent Transport Systems
 
Airtel IQ: Transforming customer engagement by embedding real-time communicat...
Airtel IQ: Transforming customer engagement by embedding real-time communicat...Airtel IQ: Transforming customer engagement by embedding real-time communicat...
Airtel IQ: Transforming customer engagement by embedding real-time communicat...
 
Webinar: Customer Experience Analytics 2023
Webinar: Customer Experience Analytics 2023Webinar: Customer Experience Analytics 2023
Webinar: Customer Experience Analytics 2023
 
Next Generation eCall (1/3)
Next Generation eCall (1/3)Next Generation eCall (1/3)
Next Generation eCall (1/3)
 
What is Telematics Control Unit (TCU)
What is Telematics Control Unit (TCU)What is Telematics Control Unit (TCU)
What is Telematics Control Unit (TCU)
 
Call Centre Architecture
Call Centre ArchitectureCall Centre Architecture
Call Centre Architecture
 
Neat Bar and Bar Pro Video Conferencing Appliance (Overview)
Neat Bar and Bar Pro Video Conferencing Appliance (Overview)Neat Bar and Bar Pro Video Conferencing Appliance (Overview)
Neat Bar and Bar Pro Video Conferencing Appliance (Overview)
 
OTT Distribution (Over The Top)
OTT Distribution (Over The Top)OTT Distribution (Over The Top)
OTT Distribution (Over The Top)
 
IP PBX with CTI, IVR, Call recording, Auto Calling and all Call center softwa...
IP PBX with CTI, IVR, Call recording, Auto Calling and all Call center softwa...IP PBX with CTI, IVR, Call recording, Auto Calling and all Call center softwa...
IP PBX with CTI, IVR, Call recording, Auto Calling and all Call center softwa...
 
Microsoft Teams' Direct Routing for UCaaS and CCaaS
Microsoft Teams' Direct Routing for UCaaS and CCaaSMicrosoft Teams' Direct Routing for UCaaS and CCaaS
Microsoft Teams' Direct Routing for UCaaS and CCaaS
 
The New and Improved Partner Program
The New and Improved Partner ProgramThe New and Improved Partner Program
The New and Improved Partner Program
 
Salesforce Consulting Services
Salesforce Consulting ServicesSalesforce Consulting Services
Salesforce Consulting Services
 
Fundamentals of Mobile Network Sharing
Fundamentals of Mobile Network SharingFundamentals of Mobile Network Sharing
Fundamentals of Mobile Network Sharing
 
Safety and Security Aspects of Automotive High Performance Controllers
Safety and Security Aspects of Automotive High Performance ControllersSafety and Security Aspects of Automotive High Performance Controllers
Safety and Security Aspects of Automotive High Performance Controllers
 
IT4IT / DevOps Tooling Landscape 2022
IT4IT / DevOps Tooling Landscape 2022 IT4IT / DevOps Tooling Landscape 2022
IT4IT / DevOps Tooling Landscape 2022
 
Automotive Cybersecurity Best Practices
Automotive Cybersecurity Best PracticesAutomotive Cybersecurity Best Practices
Automotive Cybersecurity Best Practices
 
ARIS World
ARIS World ARIS World
ARIS World
 
Ibm blockchain - Hyperledger 15.02.18
Ibm blockchain - Hyperledger 15.02.18Ibm blockchain - Hyperledger 15.02.18
Ibm blockchain - Hyperledger 15.02.18
 

Ähnlich wie Airtel IQ - Transforming customer engagement with omni-channel communications

VoIP Solution | VoIP Service Provider | Softswitch
VoIP Solution | VoIP Service Provider | SoftswitchVoIP Solution | VoIP Service Provider | Softswitch
VoIP Solution | VoIP Service Provider | SoftswitchIkconInfotech
 
Cloopen contact center software
Cloopen contact center softwareCloopen contact center software
Cloopen contact center softwaressuser45d48c
 
Aria Telecom Profile
Aria Telecom ProfileAria Telecom Profile
Aria Telecom Profilersaini12
 
Poltys Portfolio 2010
Poltys Portfolio 2010Poltys Portfolio 2010
Poltys Portfolio 2010nzecheru
 
ACL Voice Enterprise Services
ACL Voice Enterprise Services ACL Voice Enterprise Services
ACL Voice Enterprise Services ACL Mobile Ltd.
 
Work from home made easy with *astTECS Cloud telephony
Work from home made easy with *astTECS Cloud telephonyWork from home made easy with *astTECS Cloud telephony
Work from home made easy with *astTECS Cloud telephony*astTECS
 
Contact Center Capabilities
Contact Center CapabilitiesContact Center Capabilities
Contact Center Capabilitiesservice007
 
CPaaS - Leveraging the Power of Cloud Communications
CPaaS - Leveraging the Power of Cloud CommunicationsCPaaS - Leveraging the Power of Cloud Communications
CPaaS - Leveraging the Power of Cloud CommunicationsVoxvalley .
 
Audio card - VoIP - Phonecard
Audio card - VoIP - PhonecardAudio card - VoIP - Phonecard
Audio card - VoIP - PhonecardGuy Romanus
 
Oxygen8 Voice Brochure
Oxygen8 Voice BrochureOxygen8 Voice Brochure
Oxygen8 Voice BrochureSimon Brennan
 
Crosscode Technologies Private Limited - Company profile
Crosscode Technologies Private Limited - Company profileCrosscode Technologies Private Limited - Company profile
Crosscode Technologies Private Limited - Company profileacuser30
 
Call Center Management
Call Center ManagementCall Center Management
Call Center Managementthomasmary607
 
Presentation of aviation
Presentation of aviationPresentation of aviation
Presentation of aviationArchana Negi
 

Ähnlich wie Airtel IQ - Transforming customer engagement with omni-channel communications (20)

VoIP Solution | VoIP Service Provider | Softswitch
VoIP Solution | VoIP Service Provider | SoftswitchVoIP Solution | VoIP Service Provider | Softswitch
VoIP Solution | VoIP Service Provider | Softswitch
 
Cloopen contact center software
Cloopen contact center softwareCloopen contact center software
Cloopen contact center software
 
Aria Telecom Profile
Aria Telecom ProfileAria Telecom Profile
Aria Telecom Profile
 
Poltys Portfolio 2010
Poltys Portfolio 2010Poltys Portfolio 2010
Poltys Portfolio 2010
 
ACL Voice Enterprise Services
ACL Voice Enterprise Services ACL Voice Enterprise Services
ACL Voice Enterprise Services
 
Work from home made easy with *astTECS Cloud telephony
Work from home made easy with *astTECS Cloud telephonyWork from home made easy with *astTECS Cloud telephony
Work from home made easy with *astTECS Cloud telephony
 
Teleware introduction2010
Teleware introduction2010Teleware introduction2010
Teleware introduction2010
 
Contact Center Capabilities
Contact Center CapabilitiesContact Center Capabilities
Contact Center Capabilities
 
CPaaS - Leveraging the Power of Cloud Communications
CPaaS - Leveraging the Power of Cloud CommunicationsCPaaS - Leveraging the Power of Cloud Communications
CPaaS - Leveraging the Power of Cloud Communications
 
Audio card - VoIP - Phonecard
Audio card - VoIP - PhonecardAudio card - VoIP - Phonecard
Audio card - VoIP - Phonecard
 
Acqueon iQ 3.0 - Detailed
Acqueon iQ 3.0 - DetailedAcqueon iQ 3.0 - Detailed
Acqueon iQ 3.0 - Detailed
 
Talking SIP Sales Presentation
Talking SIP Sales PresentationTalking SIP Sales Presentation
Talking SIP Sales Presentation
 
Airgenie Company Profile
Airgenie Company ProfileAirgenie Company Profile
Airgenie Company Profile
 
Oxygen8 Voice Brochure
Oxygen8 Voice BrochureOxygen8 Voice Brochure
Oxygen8 Voice Brochure
 
Crosscode Technologies Private Limited - Company profile
Crosscode Technologies Private Limited - Company profileCrosscode Technologies Private Limited - Company profile
Crosscode Technologies Private Limited - Company profile
 
Call Center Management
Call Center ManagementCall Center Management
Call Center Management
 
About Ytel (1)
About Ytel (1)About Ytel (1)
About Ytel (1)
 
Presentation of aviation
Presentation of aviationPresentation of aviation
Presentation of aviation
 
Empirix scrolling presentation for neccf event 052110
Empirix scrolling presentation for neccf event 052110Empirix scrolling presentation for neccf event 052110
Empirix scrolling presentation for neccf event 052110
 
Internet Technology
Internet TechnologyInternet Technology
Internet Technology
 

Kürzlich hochgeladen

Graphics Primitives and CG Display Devices
Graphics Primitives and CG Display DevicesGraphics Primitives and CG Display Devices
Graphics Primitives and CG Display DevicesDIPIKA83
 
sdfsadopkjpiosufoiasdoifjasldkjfl a asldkjflaskdjflkjsdsdf
sdfsadopkjpiosufoiasdoifjasldkjfl a asldkjflaskdjflkjsdsdfsdfsadopkjpiosufoiasdoifjasldkjfl a asldkjflaskdjflkjsdsdf
sdfsadopkjpiosufoiasdoifjasldkjfl a asldkjflaskdjflkjsdsdfJulia Kaye
 
Clutches and brkesSelect any 3 position random motion out of real world and d...
Clutches and brkesSelect any 3 position random motion out of real world and d...Clutches and brkesSelect any 3 position random motion out of real world and d...
Clutches and brkesSelect any 3 position random motion out of real world and d...sahb78428
 
nvidia AI-gtc 2024 partial slide deck.pptx
nvidia AI-gtc 2024 partial slide deck.pptxnvidia AI-gtc 2024 partial slide deck.pptx
nvidia AI-gtc 2024 partial slide deck.pptxjasonsedano2
 
Strategies of Urban Morphologyfor Improving Outdoor Thermal Comfort and Susta...
Strategies of Urban Morphologyfor Improving Outdoor Thermal Comfort and Susta...Strategies of Urban Morphologyfor Improving Outdoor Thermal Comfort and Susta...
Strategies of Urban Morphologyfor Improving Outdoor Thermal Comfort and Susta...amrabdallah9
 
Guardians and Glitches: Navigating the Duality of Gen AI in AppSec
Guardians and Glitches: Navigating the Duality of Gen AI in AppSecGuardians and Glitches: Navigating the Duality of Gen AI in AppSec
Guardians and Glitches: Navigating the Duality of Gen AI in AppSecTrupti Shiralkar, CISSP
 
Nodal seismic construction requirements.pptx
Nodal seismic construction requirements.pptxNodal seismic construction requirements.pptx
Nodal seismic construction requirements.pptxwendy cai
 
Dev.bg DevOps March 2024 Monitoring & Logging
Dev.bg DevOps March 2024 Monitoring & LoggingDev.bg DevOps March 2024 Monitoring & Logging
Dev.bg DevOps March 2024 Monitoring & LoggingMarian Marinov
 
Engineering Mechanics Chapter 5 Equilibrium of a Rigid Body
Engineering Mechanics  Chapter 5  Equilibrium of a Rigid BodyEngineering Mechanics  Chapter 5  Equilibrium of a Rigid Body
Engineering Mechanics Chapter 5 Equilibrium of a Rigid BodyAhmadHajasad2
 
Multicomponent Spiral Wound Membrane Separation Model.pdf
Multicomponent Spiral Wound Membrane Separation Model.pdfMulticomponent Spiral Wound Membrane Separation Model.pdf
Multicomponent Spiral Wound Membrane Separation Model.pdfGiovanaGhasary1
 
Test of Significance of Large Samples for Mean = µ.pptx
Test of Significance of Large Samples for Mean = µ.pptxTest of Significance of Large Samples for Mean = µ.pptx
Test of Significance of Large Samples for Mean = µ.pptxHome
 
Design of Clutches and Brakes in Design of Machine Elements.pptx
Design of Clutches and Brakes in Design of Machine Elements.pptxDesign of Clutches and Brakes in Design of Machine Elements.pptx
Design of Clutches and Brakes in Design of Machine Elements.pptxYogeshKumarKJMIT
 
Summer training report on BUILDING CONSTRUCTION for DIPLOMA Students.pdf
Summer training report on BUILDING CONSTRUCTION for DIPLOMA Students.pdfSummer training report on BUILDING CONSTRUCTION for DIPLOMA Students.pdf
Summer training report on BUILDING CONSTRUCTION for DIPLOMA Students.pdfNaveenVerma126
 
me3493 manufacturing technology unit 1 Part A
me3493 manufacturing technology unit 1 Part Ame3493 manufacturing technology unit 1 Part A
me3493 manufacturing technology unit 1 Part Akarthi keyan
 
cloud computing notes for anna university syllabus
cloud computing notes for anna university syllabuscloud computing notes for anna university syllabus
cloud computing notes for anna university syllabusViolet Violet
 
The relationship between iot and communication technology
The relationship between iot and communication technologyThe relationship between iot and communication technology
The relationship between iot and communication technologyabdulkadirmukarram03
 

Kürzlich hochgeladen (20)

Graphics Primitives and CG Display Devices
Graphics Primitives and CG Display DevicesGraphics Primitives and CG Display Devices
Graphics Primitives and CG Display Devices
 
sdfsadopkjpiosufoiasdoifjasldkjfl a asldkjflaskdjflkjsdsdf
sdfsadopkjpiosufoiasdoifjasldkjfl a asldkjflaskdjflkjsdsdfsdfsadopkjpiosufoiasdoifjasldkjfl a asldkjflaskdjflkjsdsdf
sdfsadopkjpiosufoiasdoifjasldkjfl a asldkjflaskdjflkjsdsdf
 
Présentation IIRB 2024 Marine Cordonnier.pdf
Présentation IIRB 2024 Marine Cordonnier.pdfPrésentation IIRB 2024 Marine Cordonnier.pdf
Présentation IIRB 2024 Marine Cordonnier.pdf
 
計劃趕得上變化
計劃趕得上變化計劃趕得上變化
計劃趕得上變化
 
Clutches and brkesSelect any 3 position random motion out of real world and d...
Clutches and brkesSelect any 3 position random motion out of real world and d...Clutches and brkesSelect any 3 position random motion out of real world and d...
Clutches and brkesSelect any 3 position random motion out of real world and d...
 
nvidia AI-gtc 2024 partial slide deck.pptx
nvidia AI-gtc 2024 partial slide deck.pptxnvidia AI-gtc 2024 partial slide deck.pptx
nvidia AI-gtc 2024 partial slide deck.pptx
 
Strategies of Urban Morphologyfor Improving Outdoor Thermal Comfort and Susta...
Strategies of Urban Morphologyfor Improving Outdoor Thermal Comfort and Susta...Strategies of Urban Morphologyfor Improving Outdoor Thermal Comfort and Susta...
Strategies of Urban Morphologyfor Improving Outdoor Thermal Comfort and Susta...
 
Guardians and Glitches: Navigating the Duality of Gen AI in AppSec
Guardians and Glitches: Navigating the Duality of Gen AI in AppSecGuardians and Glitches: Navigating the Duality of Gen AI in AppSec
Guardians and Glitches: Navigating the Duality of Gen AI in AppSec
 
Nodal seismic construction requirements.pptx
Nodal seismic construction requirements.pptxNodal seismic construction requirements.pptx
Nodal seismic construction requirements.pptx
 
Lecture 4 .pdf
Lecture 4                              .pdfLecture 4                              .pdf
Lecture 4 .pdf
 
Dev.bg DevOps March 2024 Monitoring & Logging
Dev.bg DevOps March 2024 Monitoring & LoggingDev.bg DevOps March 2024 Monitoring & Logging
Dev.bg DevOps March 2024 Monitoring & Logging
 
Engineering Mechanics Chapter 5 Equilibrium of a Rigid Body
Engineering Mechanics  Chapter 5  Equilibrium of a Rigid BodyEngineering Mechanics  Chapter 5  Equilibrium of a Rigid Body
Engineering Mechanics Chapter 5 Equilibrium of a Rigid Body
 
Multicomponent Spiral Wound Membrane Separation Model.pdf
Multicomponent Spiral Wound Membrane Separation Model.pdfMulticomponent Spiral Wound Membrane Separation Model.pdf
Multicomponent Spiral Wound Membrane Separation Model.pdf
 
Test of Significance of Large Samples for Mean = µ.pptx
Test of Significance of Large Samples for Mean = µ.pptxTest of Significance of Large Samples for Mean = µ.pptx
Test of Significance of Large Samples for Mean = µ.pptx
 
Lecture 2 .pptx
Lecture 2                            .pptxLecture 2                            .pptx
Lecture 2 .pptx
 
Design of Clutches and Brakes in Design of Machine Elements.pptx
Design of Clutches and Brakes in Design of Machine Elements.pptxDesign of Clutches and Brakes in Design of Machine Elements.pptx
Design of Clutches and Brakes in Design of Machine Elements.pptx
 
Summer training report on BUILDING CONSTRUCTION for DIPLOMA Students.pdf
Summer training report on BUILDING CONSTRUCTION for DIPLOMA Students.pdfSummer training report on BUILDING CONSTRUCTION for DIPLOMA Students.pdf
Summer training report on BUILDING CONSTRUCTION for DIPLOMA Students.pdf
 
me3493 manufacturing technology unit 1 Part A
me3493 manufacturing technology unit 1 Part Ame3493 manufacturing technology unit 1 Part A
me3493 manufacturing technology unit 1 Part A
 
cloud computing notes for anna university syllabus
cloud computing notes for anna university syllabuscloud computing notes for anna university syllabus
cloud computing notes for anna university syllabus
 
The relationship between iot and communication technology
The relationship between iot and communication technologyThe relationship between iot and communication technology
The relationship between iot and communication technology
 

Airtel IQ - Transforming customer engagement with omni-channel communications

  • 1. Transforming customer engagement with omni-channel communications TAD Summit Asia 2021 - Ankit Goel, VP Engineering - Ishan Bansal, AVP Engineering Enterprise Business@Airtel X Labs
  • 2. Personalised, omni-channel interactions Call routing with customisable IVR Customer privacy Real-time call analytics Enterprises are enhancing their customer engagement by embedding real-time communications 84% companies report increase in revenue due to improved customer engagement
  • 3. 84% companies report increase in revenue due to improved customer service Deployment complexity due to physical telecom infrastructure integration Lack of a unified data protection framework that complies with stringent regulations Cumbersome troubleshooting during downtime due to multiple stakeholders Poor service quality due to cloud-telecom integration inconsistency High cost due to the need for third-party MSP Challenges that enterprises are facing with existing Cloud communication platforms
  • 4. Airtel IQ is the best choice for your business because it is.. Robust Intuitive Secure Get robust and resilient connectivity with Airtel’s pan-India network. Plug and play with your business applications seamlessly using our flexible and easy-to-use APIs Ensure peace of mind with our advanced encryption and data security measures.
  • 5. Existing Architecture Enterprise Customers How Airtel IQ architecture solves the challenges Enterprise Customers Airtel IQ - pan India connectivity API What makes Airtel IQ Robust? Telco Aggregator Telco
  • 6. What makes Airtel IQ Robust? Upstream/downstream-level Overload Protection Distributed Deployment Intelligent Operations Resilient Infrastructure Mobile Network 450K 4G mobile sites pan India Redundant call paths Lower call set-up time Airtel IQ Multi-tenant Design
  • 8. Flexible and modular API’s Airtel IQ omni channel capability supports following Call Flow components which can be combined to create a call flow. Incoming Callflow Components This is used to pass callbackURLs and other metadata of incoming call Incoming Call Parameters Incoming Call Actions Take action (accept/reject/redirect) on incoming call Event based platform to initiate a call session to add a participant in an existing session to play an audio file on an existing session to play IVR on an existing session to collect dtmf input from user Initiate call Add Participant Play Audio Play DTMF Collect DTMF To record a call at the session/ participant level To send SMS to a participant To take decisions on the provided input to stop playing audio on an existing session to terminate a session Record SMS Client Decisions Stop Audio Hang up Sample Workflow
  • 9. What makes Airtel IQ Secure? Encryption: All inbound and outbound communications network traffic are are encrypted by supporting TLS 1.1 . We also provide recording encryption Account Security: Secure key based authentication for all API requests Private cloud: Firewall to safeguard the control access between a trusted network and a less trusted network. It helps to avoid any internal or external risks. Data encryption: All customer data like call recording are stored in encrypted way and can be accessed using private key DLT compliant: Blockchain based DLT for spam checks Highly regulated: Telco grade security. RBI, DOT, TRAI & PCI DSS compliant Certificates ISO 27001 , Information Security management Certificate ensuring all information assets are handled securely Platform security Data Security & Privacy Compliance
  • 10. Product Principles Customer Inputs Brainstorm, Gather requirements Measure Keep refining Assess Evaluate and Map to Strategy Build Iterate over Define Product & Success Metrics Customer
  • 11. 1. Make your marketing smarter with Airtel IQ Web Lead Management Click to call functionality to connect instantly with your web prospects Omni channel communication Allow customers to connect through app/website) or physical medium like (banner or ad) using fixed line or vanity numbers Granular analytics Accurately measure the effectiveness of your ad campaigns by tracking leads and analyzing call details
  • 12. 2. Deliver personalized customer experience with Airtel IQ Personalised IVR Use smart IVR to pair your customer with right agent with contextual analytics Automated calls for Service Updates Proactively give service updates to your customers using automated OBD Performance insights Get real-time dashboards for visibility into agent’s performance
  • 13. 3. Make your business operations intelligent with Airtel IQ Secure Communication Keep your workforce and customer’s personal numbers private. Bridge their calls through Airtel IQ numbers. Customer Notification Keep your customers and employees informed with real-time notifications Appointment Reminders Send call notifications to your customers for appointment reminders,
  • 14. THE CHALLENGES • Rapido needed a solution to optimize the delivery cycle through timely and contextual communication between all stakeholders without compromising on privacy at any touchpoint. • Airtel IQ provided anonymization of the contact number of customers and riders by offering a pool of virtual numbers (VN) to Rapido. • The rider-customer mapping is done within Airtel IQ ecosystem, and both stakeholders are able to communicate through the VN • After the transaction is completed, the VN is released back to the pool and is randomly used for another transaction. Improved delivery process efficiency due to 99.9% network uptime Better experience to all stakeholders due to wider network reach and stronger connectivity Ensure 100% privacy on every transaction Rapido Expands Business Horizon with Airtel IQ What Rapido has to say about Airtel IQ Click here
  • 15. THE CHALLENGES • Swiggy’s existing CPaaS SLA covered only the cloud aspect of the deal and not the downtime or glitches emerging from the telecom network. • Besides, they charged Swiggy twice for each call between the customer, agent as their system triggered two separate calls to connect the two stakeholders. • Airtel IQ helped Swiggy provide the experience of a regular call without compromising their privacy. • When a delivery agent clicks the ‘call customer’ button on the Swiggy app, it initiates a call to the displayed virtual number, call lands on Airtel IQ platform and it communicates the delivery agents details to Swiggy’s server to receive the respective customer’s number. • On receiving the number, Airtel IQ initiates a call to the provided number which serves as the bridge between the agent and the customer. Communication expenditure decreased by 50% Swiggy experiences industry leading network and CCP uptime resulting in near-zero call disruptions. Intuitive dashboard provides real-time insights to facilitate continuous customer experience enhancement Swiggy Streamlines Communication, Secures Privacy and Reduces Opex with Airtel IQ What Swiggy has to say about Airtel IQ- Click here
  • 16. THE CHALLENGES • Justdial needed a flexible and reliable cloud communication platform that could facilitate seamless and secure communication between its customers and vendors as per their convenience without the risk of getting spammed or compromising privacy. • Justdial received a pool of virtual numbers (VN) and introduced a click-to-call button on its website for seller and service providers. • The search engine allocated dedicated VNs to premium customers and random VNs to others. • Spam detection for businesses Improved connectivity –better customer experience with uninterrupted connectivity, privacy, and 99.9% network and cloud uptime. Insights –Justdial will be able to track and analyse connections established between stakeholders and accordingly fine-tune its services to exceed customer expectation Justdial Improves Connectivity, Privacy and Uptime of its Platform with Airtel IQ