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October - 2014 - Special issue > Top 5 Most Promising Contact Center Solution Providers

Teckinfo Solutions: Drive Customers, Not Just Conversations

Pankaj Kundwani
Wednesday, October 22, 2014
Pankaj Kundwani
Customer today is the Kingpin of the market. The traditional customer engagement model has witnessed a paradigm shift from bombarding customers with one way messages to enabling two way communications to further reaching them on various emerging devices to address personalized needs of each customer. Furthermore, growing internet and mobile penetration has opened up new arenas of reaching out to customers via Voice, emails, SMSs, web chats, social media channels, web and mobile apps for instance. As enterprises do not want to stay at the back foot in any of the medium, they are in a dire need for a solution which could accommodate all such needs, and this is where Teckinfo Solutions Pvt. Ltd. breaks in with its InterDialog series.

Incorporated in 1995, Teckinfo is a leading provider of Unified Contact Center, Customer Interaction Management, Help Desk and other Work Force Management Solutions. Its InterDialog series includes various sub brands such as InterDialog Dialer which is an intelligent system controlling the outbound calls preventing users from manual dialing & call list management. The Automated Outbound Dialer (AOD) solution is an automated outbound voice messaging service that delivers pre- recorded voice messages to an entire contact list or a segmented list. The company also offers IVREdge, a high performance IVR with scalability of over 3000+ that enables integration with the CRM system, payment gateways, and third party databases for banking, telecom, insurance, travel or any other vertical.

To manage customer complaints effectively and provide quality service to customers, Teckinfo’s Cloud enabled Galaxy Helpdesk Software solution acts as a single point for identification of problems reported/detected and resolution of the problems, streamline processes and help improve the efficiency of the employees and so on. Similarly, its solutions Ninox facilitates recording of calls for various training, dispute resolution and other purposes. The Ninox+ enables centralized repository of call records at multiple offices collecting data from multiple locations into a centralized place. The plethora of solutions and services does not end here, Teckinfo provides other innovative solutions like ViaSMS facilitating two way SMS Communication using GSM Modem or One way (out bound) using Internet SMS Gateway. The company has been highly successful with this product gaining major traction from various car companies like Maruti, Honda and General Motors and others.

Being a customer focused organization, Teckinfo heads the way keeping ‘Customer Delight’ at the center. The organization has been working in 30 odd industry verticals like Banking, Insurance, Telecom, Healthcare amongst others providing them with customized solutions. “We constantly engage our team through various brain storming sessions and R&D activities to sense the pulse of the market and incorporate our solutions with up-to-the-minute functionalities keeping our customers ahead in the line. For instance, we are currently working on a solution called Web RTC that will allow people to make real time calls over the web,” says Nalin Mital, Managing Director, Teckinfo Solutions.

Providing 24/7 assistance to customers, the company makes sure that its employees are always high on moral and the same optimism reaches the clients. With a Team of over 100 professionals, the New Delhi headquartered company has offices in Ahmedabad, Bangalore, Chennai, Hyderabad, Kolkata, Mumbai and Pune. Its implementations are spread across India, South East Asia, Middle East and Africa. Teckinfo sees great opportunities with the economic reforms taking place and newer technologies coming in. It envisions taking its solutions to cloud as the regulatory framework eases further and come up with a solution called Blaze On in the area of Voice Broadcasting.
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Reader's comments(1)
1:The majority of small companies usually do not possess the luxury of employing workforce whose exclusive accountability is always to answer phone calls all day long. Whether or not it\'s to route phone calls to the appropriate person or department or even answer straightforward questions , managing customer calls could be a large undertaking for a business enterprise . To assist in keeping employees highlighted their very own work %u2014 rather than talking on the phone all day long %u2014 numerous small companies are switching over to interactive voice response ( IVR ) systems .Companies like fonbell are offering the Best ivr solutions for healthcare too
Posted by: Leo reeves - 13th Apr 2015
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