Service Offerings for

– Thotnr
www.conneqtcorp.com

Quess Corp Confidential © 2022. All Rights Reserved.

Our Capabilities
A Formidable Experience

A FORMIDABLE BACKING

46,000+ 80% 70+ 21% Top 4

Employees across Clients have rated Client relations for more Compound Annual Industry Analysts
all geographic locations Conneqt as one amongst than 05 years; Growth Rate since year Covering Conneqt
the top BPM & CLM 2004 (Gartner, Nelson Hall,
Organization D&B, Everest)
$1.2 Bn
Revenue

5,05,000 + 23+ 195+ 34+ 24+ 660 Mn+

Employees Delivery centers across Customers Served Digital IT Clientele Languages both Indian Customer connects
India with FOS in 600+ In India, APAC & North across the globe and Global every year
locations America

We are a Trusted Major

Asia’s Largest
Partner for Top 7 Public Sector Top 7 Private Top 5 Utility E-comm, Food Govt Citizen
Telecom & DTH
banks Sector banks companies delivery & Services
Players
Unicorns

© Quess Corp Limited 2022. All rights reserved |

Our Purpose Redefined

To be a Trusted partner for our clients in

Growing revenues Enabling efficiencies Enhancing experience

© Quess Corp Limited 2022. All rights reserved |

Industries we serve

BFSI Non-BFSI

Telecom, Media &

Insurance Automotive & Manufacturing
Entertainment

Banking & Financial Services E-commerce Shipping and Logistics

FinTech Education Real Estate

NBFCs Hitech Energy & Utilities

Healthcare Travel & Hospitality

Retail

© Quess Corp Limited 2022. All rights reserved |

Research Analysts & Certifications

Research Analysts
CERTIFICATIONS
Covering Conneqt

Top analysts have ranked Conneqt as one of

the top 5 organizations in Telecom and BFSI
sector

© Quess Corp Limited 2022. All rights reserved |

 CONNEQT Service Offerings

Business Process Services Digital Engineering Data & Analytics Digital Automation

• Customer Lifecycle Management • Fullstack Development • Data Modernization • Robotics Process Automation
• Employee Lifecycle Management • Portal and Content Management • Insights 360 • Enterprise Digital Integration
• F&A Shared Services • UI, UX, Mobility • Intelligence 360 • Digital Process Automation
• Collections • Digital Assurance • Analytics as a Services
• Digital BPaaS
• ESG-as-a-Services

Enterprise Application Enterprise Modernization Cyber Security

• SAP • Managed Services • Resilience Build

• Salesforce • App Modernization • Threat Protection
• ServiceNow • Cloud Migration • Cyber Fusion and Threat Response
• Assurance and Testing

© Quess Corp Limited 2022. All rights reserved |

Key BPS offerings

Customer Lifecycle Management Employee Lifecycle Management FAO

• Target & Acquire • Audit & Consulting • Hire To Retire Compliance • NBSP Process • NBSP Record to
• Onboard & Support • Market • Recruitment Process • Employee Harmonization Report

• Grow & Retain Research & Analytics Outsourcing Administration & • NBSP Master Data to • NBSP Direct &
• Payroll & Statutory Support Pay Indirect
• NBSP Accounts • NBSP Financial
Receivable Planning and Analysis

Back Office Collections Digital BPaaS

• Login & CAM • Bank Reconciliation • Voice-Based Collection • Voice BOTs & • Omni Channel Contact • RPA Assessment &
preparation • Query Management Services Interactive Dialers Center Implementation
• Loan Disbursement • Electronic Banking • Fixed Collection • Skip-Tracing • Field Force Automation • Digital Command
• PDC / NACH Services • Digi Collect Center
• Document QC
management • End-To-End Collection • Field Force
• CKYC
• Storage & Vaulting • BI & Analytics Automation

© Quess Corp Limited 2022. All rights reserved |

Digital Competency Centers
Our Unique Proposition for enriched CX and EX
Virtuous Digital Cycle – Employee Experience Virtuous Digital Cycle – Customer Experience

• Continuous learning in sync with fast-paced changes in technology landscape, vis a vis • Understanding of overall objectives, hence higher accountability
point in time knowledge • Continuously upskilled resources, improving efficiencies
• Upskilling to newer technologies, Certifications
• Strong technology partnerships
• Learning organization
• Underpinning of our dedicated Labs
• Native understanding of agile ways operate like extended captive arm
of working

Customer Experience Data & Analytics Business Platforms Automation Cloud

• Agile • Data Analytics • ERP • Digital Process Automation • Apps
• DevOps • Big Data • CRM • Robotic Process Automation • Infra
• Full stack • AI • Services management • Digital Integration • Business services
• UI/ UX
• Portals & CM

© Quess Corp Limited 2022. All rights reserved |

Our Partner Ecosystem

© Quess Corp Limited 2022. All rights reserved |

Key Clientele

BFSI Auto & Manufacturing Retail, Travel & E-commerce

** Few amongst 195+ client logos are shown above

© Quess Corp Limited 2022. All rights reserved |
Key Clientele

Telecom, Media, Govt. & Emerging Digital IT Clients

** Few amongst 195+ client logos are shown above

© Quess Corp Limited 2022. All rights reserved |
Our Delivery Footprint

delivery centers across 16 locations & Data centers at Hyderabad, Mumbai,

23+ 600+ FOS locations BCP Mohali and Pune

24+ LANGUAGES North Headquarters East

both Indian & Global Mohali
Centers

Marathi Bodo Gurugram

Mohali, Noida
Tamil Dogri Kolkata (2), Jamshedpur,
Chindwara, Indore, Indore
Guwahati
Telugu French Gurugram
Noida
Malayalam Spanish
Kannada German
Bengali Italian
Mithapur Kolkata
Oriya Chinese
Chindwara Jamshedpur
Gujarati Japanese West South
Warangal
Mumbai
Assamese Arabic Hyderabad
Punjabi Russian Bellary
Manipuri Portuguese Hyderabad (2),
Pune (3), MMR (3), Pune Warangal,
Konkani Korean Mithapur Bengaluru Bengaluru, Chennai
Chennai
Kashmiri Nepali Munnar, Bellary
Urdu Sinhalese
Munnar
© Quess Corp Limited 2022. All rights reserved |
Our Values

Customer Buck Stops Teamwork Continuous

First With Me Wins Excellence

© Quess Corp Limited 2022. All rights reserved |

Why us?

Achieving Client Business Technology Continuous Improvement Digital Domain

KPIs Driven Competency Centers Expertise

Convergence of domain and Leverage, adopt and configure Ability to deliver enriched Our approach is Digital Rich domain focus in areas of
operational excellence driving technology to solve business experience to our customers centered. Significant BFSI, Manufacturing, Retail,
superior business results and KPIs problems and seamless business with our unique methodology investments and strong Healthcare and e-Commerce help
for our clients process management across that allows continuous learning collaboration with our us in driving effective
humans and humanoid and adapt to customer Technology partners across the Digital transformation for our
objectives spectrum customers

© Quess Corp Limited 2022. All rights reserved |

 Recent Awards & Accolades

CII DX AWARD’21 CII DX AWARD’21 CII DX AWARD’21 Great Place to Work- India’s Best Companies to India’s Best Workplaces in
for Service Excellence – Solution for Employee excellence – Solution for Service Excellence – Solution Certified from March 2022 – Work For 2021 Professional Services
CIM IRIS HR BOT LOGO March 2023 for 3 years 2020, 2021
in a row!

Digital Excellence in
CRM in Won awards in Conneqt was honored by CII and Banking sector & Digital
Financial Services, multiple categories Telangana govt. for being a partner Customer Experience
@ CRM World @ World HRD in CSR & COVID relief team of the year
Summit 2019 Congress 2021 initiatives for 2020-21 @ Digital CX Summit, 2019

NASSCOM
Business Process Innovation Business Intelligence Champions Best transitions Customer Excellence
Award - 2022 CII National HR excellence of the year & Analytics excellence Design Organization Award – 2017
Strong leverage of tier 2 & tier 3 award for 2020-21 awards @ 2nd Business intelligence @ Design thinking summit for Process Improvement
cities @ World HRD Summit summit, April 2019 & Awards 2019 & Efficiencies – October 2018

© Quess Corp Limited 2022. All rights reserved |

Digital Superior CX in a Conneqt’ed World
Agent buddy solution for most robust Chatbot solution for Human resource Fastest growing E-commerce company
General Insurance company queries

“ Digital Inside”  70% Reduction in AHT & improved CSAT

Unlocking the Future of CX  Zero waiting time  Reduced FTE by 60% using accurate bots
 Easily accessible tool for agents
Transformation & Automation  Reduced time to serve  Speed: automates processes faster with
 Accurate information shared with client significant reduction in AHT
within his location radius  Improved efficiency as chatbot is available
24x7
 Improved Employee Satisfaction as queries
Fashion accessories & E-commerce Leading Financial
resolved faster services company Large Insurance company
company

 Reduced CAPEX/OPEX Cost (6 to 16%)  TAT reduced by 50%, 30% manpower

via digitization of ‘procurement & Vendor reduction
 25%+ Cost savings on implementing RPA
management process’ for automating
 Data import, reconciliation and upload to  Workflow automation resulted in saving on
requisitions
SAP for clear understanding by clients license cost of MS dynamics CRM & higher
 Platform integrated with ERP & HRMS number of utility features
tools for master data

Deployed responsive chatbot for Ministry Major General insurance company in India One-stop business utility app for offline
of Tourism, Govt of India merchants in India

 25% call volumes handled through RPA

 Improved efficiency and user engagement  Near 100% Accuracy based integration
 Top call drivers for voice helpline used to  Enhanced compliance & scalability  Improvement in NPS & AHT reduction
identify ‘FAQs’  60% reduction in FTEs  10% resource optimization
 70% increase in bank reconciliation  Service quality assurance & enhanced CX
efficiency

© Quess Corp Limited 2022. All rights reserved |

Partner with Clients to deliver best in class KPIs
RPO services for the top Life insurance payer Outbound sales for a large DTH player Best food ordering and delivery platform in
Customers Expectations
In India India

 64% expect companies to respond

and interact in real-time  Reduced “cost of service” with 30-35% lesser
 2400 recruitments per year, On boarding  Almost 1/3 of sales happening through
rd FTE required to handle peak volumes
 90% expect consistency and documentation outbound process  CSAT maintained above 63%
continuity from a brand perspective  Quality above 85%
across channels  31% reduction in per hire cost  Ability to shift between channels on real time

 73% expect customer service

channels to be easy and more
convenient Fastest growing E-commerce website In India Enhanced CSAT for a large E -commerce The largest government-owned bank
 81% prefer a self-serve option before company
reaching out to an agent
 Achieved lowest avg. response time Of 2.50
min for social media  94% + CSAT Scores • >85% C-Sat score achieved
NASSCOM REPORT
 Consistent FTR maintained at >90%+ • Reduced cost per call by 3% YoY through
 100% KPI achievement inspite of 3X growth
in headcount also for luxury queues AHT optimization
 5% reduction on manpower costs • 45% self service closures

ORM services for luxury watch & jewelry Leading financial services company Cross-selling for a leading BFSI company in
brand India

 Cost saving of additional 20 FTEs through cross-

skilling of O/B agents to handle I/B during peaks
 2.50 mins avg. response time on social media  16.93% Improvement in conversion%
 Reduction in AHT from 310 secs to 260 secs
 >90% FTR maintained consistently through Qbuddy  Increase in contact % and average
productivity MoM
 Reduction of repeat calls from 12% to 4%

© Quess Corp Limited 2022. All rights reserved |

 CONNEQT Service Offerings

Business Process Services Digital Engineering Data & Analytics Digital Automation

• Customer Lifecycle Management • Fullstack Development • Data Modernization • Robotics Process Automation
• Employee Lifecycle Management • Portal and Content Management • Insights 360 • Enterprise Digital Integration
• F&A Shared Services • UI, UX, Mobility • Intelligence 360 • Digital Process Automation
• Collections • Digital Assurance • Analytics as a Services
• Digital BPaaS
• ESG-as-a-Services

Enterprise Application Enterprise Modernization Cyber Security

• SAP • Managed Services • Resilience Build

• Salesforce • App Modernization • Threat Protection
• ServiceNow • Cloud Migration • Cyber Fusion and Threat Response
• Assurance and Testing

© Quess Corp Limited 2022. All rights reserved | 19

Digital Offerings
 Conneqt : BPaaS : Platform Driven Services
People

Process
Front Office Back Office Collections Increase Sales
Digital Enhance Experience Enable Efficiencies Enable Efficiencies Grow Revenues
Conneqt: DCX Conneqt: BO DIGI COLLECT Conneqt: VSO
Shift the channel mix to a more digital Focus on cost optimization by Digitally driven two-pronged approach
mix thereby giving customers a transformation of current back-office Omni channel command center with a by setting up a digital command center
seamless Omni channel customer operations (in-house) through process humanoid approach to collections to complement the WFH enabled sales
experience through remote/on prem improvements & technology driving digital payments operations with advanced agents and
CX Strategy agents interventions lean staffing

CX Operations  Omni Channel Automation first

 Voice Automation/ Bots  Transfer 80% customer queries to Orchestration engine
 Automation first Marketing Ops Digital Workforce  Shift to automated channels for
(Social ORM, Response Mgmt.) collection  Automation first Marketing Ops
Digitalization  Omni Channel Deflection, Reduce  Intelligent Data Extraction with 20%-
 Analytics for predicting payment
(Digital Marketing, Lead Gen)
Cost to serve 30% savings
behavior of customer  Lead Enrichment & Nurture,
 CSAT/ NPS/ Feedback Mgmt.  70%+ saving and faster processing in Convert
 Transaction based pricing shift standard processes  Outcome based pricing shift
Insights &  Data Science & Analytics Driven
Superior Outcomes
Governance
Customer Relationship Customer Collection Improved Lead Reduced Cycle Employee
Experiential NPS Lifetime Value Efficiency & Gen & Time & Experiential
Metrics (CLV) Reduced NPA Conversion efficiencies Metrics
HELPS OUR CUSTOMERS TO RESHAPE THEMSELVES AROUND THE CUSTOMER JOURNEY AND IMPROVE KEY BUSINESS OUTCOMES © Quess Corp Limited 2022. All rights reserved | 21
Conneqt: Digital Customer Experience Stack (C-DCX)
• LeadQ + Sales CRM • Lead
• Marketing Automation CRM Generation
• ServiceQ: Service CRM Conneqt Conneqt • Search Engine Marketing
Lead Nurturing
• Integrated Campaign : CRM Mar
: Comm • Social Media Marketing
management (Lead Gen) • Search Engine and Website
Optimization

• Q-Self-service/ Automated IVR - Inbound

• Q-Self-service/ Automated IVR - Outbound • Social Media Response Mgmt.
• Q-Agent Assisted Voice Inbound • Social Media Benchmarking &
Conneqt: Conneqt:
• Q-Agent Assisted Voice Outbound Strategy
Omni Mar Comm
• Q-Converse (BOT) (Social
• Customer Engagement on Social
• Q-WhatsApp Channel
• Q-Social Media) Media

C-DCX
• Q-Videos - Agent Assisted Video • Online Reputation Management
• Competition Benchmarking
• Q-Survey-Voice Agent • Transcription
• Q-Survey-Email ENHANCE • Compliance
• Q-Survey-SMS EXPERIENCE Conneqt:
Conneqt: Adherence
• Q-Survey-WhatsApp Agent Interaction
Feedback-NPS • Automated QA
• Q-Survey-WhatsApp BOT Analytics
• Competition Analysis
• Q-Survey-Voice Automated • Agent Productivity
• Real Time Analytics

• Sales & Collect Use cases • Q-Buddy

• Data Allocation & Capture, with tight CRM Conneqt: • Q-Collaborate
Conneqt C-DEX:
Integration; Document/Photo Capture; GPS • Q-PME
: Field Productivity
Tracking • Q-Nudge

© Quess Corp Limited 2022. All rights reserved | 22

Conneqt: Back Office & Digi Collect
• LeadQ; • LeadQ; Loan App Process
• Marketing CRM • CAM Preparation & Checks;
• ServiceQ Conneqt : Conneqt : Underwriting & Disbursement
• LeadQ ILM LLM • Case Management: Dispute handling: Service
• Integrated Campaign management • Digi Collect
• Loan Servicing

• Spend Management • LD and Penalty • Omni channel with a humanoid approach

• eProcurement, Requisition Processing to collections driving digital payments
Management • Vendor Portal & Conneqt: Conneqt:
• Vendor Order • Analytics
Helpdesk P2P Digi Collect
Management • Skip Tracing
• Project Management • Field Services integrated with Centralized

C-BO
• Invoice and AP Process • Centralized Asset Tracking
• Contracts Management CC

• Generation of Analysis • EMI Management

• Data extraction,
account trial balance or ENABLE EFFICIENCIES • KYC (with OCR)
collection, validation Conneqt:
• Data transformation consolidated analysis Conneqt: • Bank Recon
account trial balance Other DPA • Video KYC, cKYC, eKYC
(generation of voucher) RTR
• Voucher posting (to • Generating user- • AP/ Invoice-Automation
general ledger), storage defined financial and • AR/ Invoice-Generator
management reports.. • Email Automation
• Reporting As A Service
• Propensity Analytics: Sales • No Code Development Platform
Conneqt : RAD • Low Code Development Platform
• Propensity Analytics: Collection
RaaS & DNS Conneqt • OCR/ DMS/ Workflow/ BPM
• Reporting: NLG
• Digital Nervous System: Command Center

© Quess Corp Limited 2022. All rights reserved | 23

Conneqt: Virtual Sales Operations
• LeadQ Scoring + Sales CRM • Lead Generation (Email, Messaging, Voice
• Marketing Automation CRM Blasts, LinkedIn, Other Social Media,
• Web Tracking & Landing pages Conneqt : Conneqt : WhatsApp)
• Integrated Campaign management CRM Lead Gen • Lead Nurturing (DRIP Campaigns)
• Create prospect journey & • Search Engine Marketing
communication workflow • Social Media Marketing
• Search Engine and Website Optimization
• Q-Self-service/ Automated IVR - Outbound
• Customer Segmentation
• Q-Agent Assisted Voice Outbound
Conneqt: • Propensity Analytics
• Q-Converse (BOT) Conneqt:
AI Cognitive • Skill based optimal allocation/routing
• Q-WhatsApp Omni Channel
Analytics • Segment leads intelligently for targeted
• Q-Social
Engine communication

C-VSO
• Q-Agent Assisted Video
• Track each move via various channels

• Q-Survey-Voice Agent • Transcription

• Q-Survey-Email GROW REVENUES • Compliance Adherence
Conneqt:
• Q-Survey-SMS Conneqt: • Automated QA
Sales
• Q-Survey-WhatsApp Agent Feedback-NPS • Competition Analysis
Analytics
• Q-Survey-WhatsApp BOT • Agent Productivity
• Q-Survey-Voice Automated • Real Time Analytics

• Field Sales Integration • Q-Buddy

• Data Allocation & Capture, with tight CRM Conneqt: • Q-Collaborate
Conneqt : C-DEX:
Integration; Document/Photo Capture; GPS • Q-PME
Field Productivity
Tracking • Q-Nudge : Virtual Coach

© Quess Corp Limited 2022. All rights reserved | 24

Conneqt Digital BPM – What We Do
DIFFERENTIATOR: DRAWING ON COLLECTIVE EXPERTISE FOR EVERY PROJECT

Strategy Design
Defining digital strategies Designing exceptional,
and approaches customer experiences

Technology

Helping clients evolve to deploy

faster, more iteratively
© Quess Corp Limited 2022. All rights reserved | 25
Solutions – Capabilities and Skeleton
 Conneqt Offerings : Approach Note
Approach Inputs Opportunity Statement from Business
Showcase capabiities Built probable Finalizing solution Testing Solution under Output
to Prospects & to Solutions against the approach basis standard circumstances
Target Audience problem statement customer requirement & check effectiveness
Capabilities Probable Solutions Finalization UAT

1 3 5 7
Desired
Preparation Process Execution Solution

2 4 6 8
Brainstormin
Scope Understanding Development Deployment
Understanding business
g
In depth discussion on the Deploying product in
Developing solution
requirements and the process flow, Probable as per defined Scope Live environment
problem statements hickups upon implementation & Processed
& on execution © Quess Corp Limited 2022. All rights reserved | 27
 Conneqt Offerings : Sales Perspective

Lead Management System Analytics

• LeadQ Scoring + Sales CRM • Competition Analysis

• Marketing Automation CRM • Customer Segmentation
• Web Tracking & Landing pages 01 02 • criteria wise analytics, intelligently for
• Integrated Campaign management targeted communications.
• Create prospect journey & • Agent Productivity
communication workflow • Real Time Analytics
• BI Tool, Tableau, CRM Driven dashboards
Sales
Omni Channel Support Lead Generation

04 03 • Lead Generation (Email, Messaging, Voice

• Q-Self-service/ Automated IVR - Outbound
• Q-Agent Assisted Voice Outbound Blasts, LinkedIn, Other Social Media, WhatsApp)
• Q-Converse (BOT) • Lead Nurturing (DRIP Campaigns)
• Q-WhatsApp • Search Engine Marketing
• Q-Social • Social Media Marketing
• Q-Agent Assisted Video • Search Engine and Website Optimization
• Track each move via various channels

© Quess Corp Limited 2022. All rights reserved | 28

 Conneqt Offerings : Service Perspective
Creating a consistent, connected experience for
customers, employees and partners through
Capture New  Unified portal for one point access of enterprise apps
Markets,  Omni channel CX
Launch New  Hybrid mobile apps
Products Digital business  Reactive web applications for dynamic responses
Digitalizatio  Hyper personalization through enterprise customer
need to invest on
n and data hub
programs aligned
Automation to eco-system
outcomes Create optimized end-to-end process flows for
unparalleled Process Excellence
Business expectations Conneqt  Dynamic process automations using Low code
Enterprise Modernization from DT Digital platforms and RPA
Digital and Platform • Unify Digital Approach  Hybrid integrations to connect on premise / cloud
Transformation Transformation Experiences(DX) native enterprise processes
• Connect the Digital  Creation and monetization of API economy
Supply chain  COTS business platform implementations for ‘Fit for
Seamless • Execute with Digital Purpose usecases” e.g.: Salesforce ,SAP, ServiceNow
Customer Agility
Experience • Empower Digital Accelerating business change with Optimal
Innovation Operational Efficiency
 Agile /Devops for seamless digital dev, integration and
Faster time-
deployment
to-market
 Dynamic cloud services with hybrid cloud platforms
implementations.
 Infra structure management & Cyber security
29
© Quess Corp Limited 2022. All rights reserved |
 Conneqt Offerings : Integration Perspective
API Management API Monetization and
• Delivering on API Integration
Policy Enforcement
• Protect infrastructure from attacks and
projects
• High Performant & Scalable use capacity overload
• Time Based Rate Limit: arrival rate per
cases
• Services Governance & Security second, minute or hour
• OpenAPI based API Design • Number of concurrent connections limit
• Integrate payment gets for pay as you go
model or get usage reports to bill consumers

Integration Capabilities
• Micro-services driven architecture API Socialization
• Cloud native integration • Increase productivity by exposing APIs
• Hybrid, Multi, Private – Cloud to as product
Ground Connectivity • Build brand equity and increase your
• Scale across multiple regions and brand awareness
availability zones • Promote autonomous innovation
• Iterative changes to API with version • Cultivate a community
control • Provide a sandbox playground to test
• Continuous Integration and Delivery APIs in real-time

API Analytics API Security

• Proven API security policies
• Improve decision-making using API • Enterprise grade security and scalability
insights • Multiple Authentications: OAuth, JWT,
• Manage service levels IAM and Basic
• Analyze trends
© Quess Corp Limited 2022. All rights reserved | 30
 Spare Parts Management
 QR Based Parts Tagging
 Digital Warehousing
Identification
& Classification
@Warehouse  Stock inventory on a Click
 Support on parts Auction  Inward/Outward platform
Parts Inventory
as per business needs.  Data Analytics & AI
Auction Management
 Inventory report
Tool
Right parts,
in the right quantity,
to the right place, at
 Mobile App/Web portal
the right time, with
for placing Orders
the right level of
 Process Automation
 Logistic portal with real- Logistic quality. Order
time status updates Management Management
 Strategic Shipping &
planning Payment
 End to end logistic support Management  Payment gateway integration
(Digital &Customer care both)
 Payment verification
 Transport Management
 Support on payment redressal
© Quess Corp Limited 2022. All rights reserved | 31
ServiceQ- Typical Customer Service

© Quess Corp Limited 2022. All rights reserved | 32

 Q-Converse: Text and Voice Powered Chatbots
Voice & ChatBot Voice and Chat Bots act like conversational agents which can be
Voice Voice customer touch points for sales, service & collections used as first
offerings authentication
Multi-lingual Omni
● App VoiceBot -> A bot provided Google Assistant
Phone channel
Gateway
by a native App UI
Multi model AI Intelligent
● orchestration
Assistant VoiceBot -> A BOT Whats Telegra ww

App m
integrated with the Device
OS Conversational analytics Security
(Amazon Alexa, Microsoft Facebo
Website
Bot
Cortana, Google Assistant) ok

● AI knowledge Skype
Phone VoiceBot -> A BOT Conversational tool
available via phone stack
normally integrated with management
IVRs or Voice Portals Leading NLP Sentiment analysis

How does a Voice-Bot work

● ChatBots with vocal
interactions -> A
textual BOT accepting
vocal interactions (i.e.
Vocal recordings)

© Quess Corp Limited 2022. All rights reserved | 33

 SurveyQ - Solution for Feedback Survey Collection
 Simplistic Flow

Upload First Reminder Contact

Campaign Data Communication • Email • For No-Response
• API driven • Email • SMS • And Partially filled
• Manual • SMS • WhatsApp Surveys
• CSV • WhatsApp • IVR Bot
• SurveyQ Voice Bot • SurveyQ Voice Bot

Benefits
1. Easy Upload of Feedback Survey campaign data
2. Omnichannel for communication is used in first and second communications
3. Agent’s contact for non-responsive customers help achieve near ~80% reach

© Quess Corp Limited 2022. All rights reserved | 34

Whatsapp For Business & SMS Solution
ConneQT Network

ConneQT Delivery Center

WhatsApp Live Agents

Q-Converse Solution (Cloud)
Business API Integration
WhatsApp Servers Internet Cloud

WhatsApp
Hosting Server
WhatsApp
Bot

Customer
On WhatsApp and SMS

SMS
ConneQT DC
Telecom Service Provider
MPLS Cloud

Domain and other Servers

 Official solution from WhatsApp  Uncluttered Environment

 Establishing Or Positioning The Brand is Easier  Speedy Customer Service
 Message alerts for high engagement  Loyal subscriber base
 Scalable yet Private Conversations
© Quess Corp Limited 2022. All rights reserved | 35
Scope Understanding
 Understanding of Scope

Activity Scope of Work Responsibility ( Deployment)

 Identification of problem • Deployment of BOT/Application for increasing self service Conneqt ::

 Root cause Analysis method (encouraging users to get issue resolved through IVR, • Capabilities to provide L0 & L1 manpower support
 FTR Self accessible portal, raising tickets. • Deployment of Smart ticketing tool
 Ticket raising mechanism ( Manual/Bot Support) • Unresolved tickets in next bucket. • Escalating cases to L2
 L2 Desk • Resolving cases which were unresolved from L0 & L1 deck. Business Team
• Intervention in cases where L0 or L1 has asked for support • Manpower Support

© Quess Corp Limited 2022. All rights reserved | 37

Winning Together
In your success
lies our win

Corporate Office Conneqt Business Solutions Limited www.conneqtcorp.com

& Operations Address : Quess House, 3/3/2, Bellandur Gate, Sarjapur
[email protected]
Main Road, Bangalore – 560103
Phone No. : +91 80 6105 6001 +91 70362-99999

Quess Corp Confidential © 2022. All Rights Reserved.