SMARTCALL

SmartCall™

Often a business needs to speak with an employee, stakeholder, partner, or customer in a secure, audited conversation. Whereas email, and similar store and forward techniques, provide a clear audit trail, they do not provide the immediate personal engagement inherent in a conversation. Talisman’s SmartCall™ has been designed to cost-effectively address this significant gap in secure, audited business communications.

SmartCall™ is a cloud communication service that can be rapidly web-provisioned to provide this immediate, simple, secure, audited, and cost-effective business communications solution. It is a highly configurable peer-to-peer voice solution that provides flexible telephony capabilities suitable for any business, large or small, at an affordable price point.

SMARTPABX

SmartPABX™

In this era where every business communicates with its prospects and customers across a variety of mediums and channels it is the endeavour to ensure that any and every contact is consistent and complimentary.

While the digital channels can provide context for inbound contacts normally the same is hardly true for inbound voice contacts. However, Talisman’s SmartPABX™ provides an inbound/outbound multi-channel solution that coordinates prospect/customer data in to a single view regardless of contact channel. For inbound calls utilising Talisman SmartNumbers™, SmartPABX™ collects caller details and matches these, where applicable, to pre-existing customer information and contact history to provision an efficient and effective multi-channel capability providing a true single customer contact view.

SmartPABX™ is a cloud communications service that provides a web portal that allows any business, large or small, to choreograph specific call flows. The business can choreograph any inbound call to configure decision point events, such as: voice messages (welcome, number busy, no answer, out-of-hours, etc.); call routing (who should receive the call and where they should receive it); call hunting (who will receive the call and in what order); and call events (voice messages, voice mail, call-back, email, SMS, etc.).

SmartPABX™ can be rapidly web-provisioned with SmartNumbers™ to provide an immediate and simple cost-effective inbound/outbound customer service solution. It is a highly customisable customer contact solution that provides powerful call centre capabilities at an affordable price point.

PLATFORM 2

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PLATFORM 1

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Epsum factorial non deposit quid pro quo hic escorol. Olypian quarrels et gorilla congolium sic ad nauseum. Souvlaki ignitus carborundum e pluribus unum. Defacto lingo est igpay atinlay. Marquee selectus non provisio incongruous feline nolo contendre. Gratuitous octopus niacin, sodium glutimate. Quote meon an estimate et non interruptus stadium. Sic tempus fugit esperanto hiccup estrogen. Glorious baklava ex librus hup hey ad infinitum. Non sequitur condominium facile et geranium incognito. Epsum factorial non deposit quid pro quo hic escorol. Marquee selectus non provisio incongruous feline nolo contendre Olypian quarrels et gorilla congolium sic ad nauseum. Souvlaki ignitus carborundum e pluribus unum.

Li Europan lingues es membres del sam familie. Lor separat existentie es un myth. Por scientie, musica, sport etc, li tot Europa usa li sam vocabularium. Li lingues differe solmen in li grammatica, li pronunciation e li plu commun vocabules. Omnicos directe al desirabilita; de un nov lingua franca: on refusa continuar payar custosi traductores. It solmen va esser necessi far uniform grammatica, pronunciation e plu sommun paroles.

SMARTCRM

SmartCRM™

Automatically maintaining detailed real-time records of each prospect/customer interaction regardless of the prospect/customer’s preferred communication channel (voice, chat, email, SMS, etc.) is critical to the customer service experience.

Basic Customer Relationship Management (CRM) capabilities are provisioned as standard with Talisman’s core products such as SmartPABX™, SmartConfer™, SmartConference™, and SmartBlast™.

SmartCRM™ provides an integrated source for all prospect/customer profiles and interaction histories across multi-channels. Prospect/customer interactions are automatically logged resulting in a real-time view of prospect/customer activity. Outbound marketing campaign lists may be added and linked to inbound contacts to determine campaign response statistics. Inbound calls may lookup prospect/customer profile/history to determine how to best respond to enquiry. SmartCRM™ is the point at which all multi-channel interactions are consolidated to provide powerful insights into prospect/customer behaviours.

SmartCRM™ is a cloud communication service that can be rapidly web-provisioned to provide powerful customer relationship management capabilities that meet the needs of almost any business.

SMARTSMS

SmartSMS™

Direct digital marketing is an important tool in any outbound marketing or communication campaign. Talisman’s SmartSMS™ provides an innovative marketing communication solution that uses SMS to connect, interact, and engage target mobile phones with rich media content in a secured monitored end-to-end environment.

Using the SmartSMS™ portal, the campaign administrator creates and uploads its promotion or advertisement (videos, photos, and/or text) optionally along with the SMS call list. SmartSMS™ then generates a mobile link address by which any mobile phone can view the rich content portfolio. This mobile link can also be used in physical collateral such as brochures, billboards, websites, etc.

If an SMS call list is loaded, SmartSMS™ schedules the sending of a predefined SMS message along with the mobile link address to each of the mobile numbers listed. When the SMS recipient clicks on the link, the rich media content portfolio is served to the mobile phone in a compelling pre-programmed format and a call-to-action prompted.

SmartSMS™ is a cloud communication service that can be rapidly web-provisioned to provide rapid, simple, and powerful direct marketing capabilities suitable for any consumer communication campaign.

SMARTIVR

SmartIVR™

The simple yet effective choreography of call flow is crucial to effective voice communications between a business and its employees, stakeholders, partners, or customers.

Basic Interactive Voice Response (IVR) capabilities are provisioned as standard with Talisman’s core products such as SmartPABX™, SmartConfer™, SmartConference™, and SmartBlast™.

Should more sophisticated call choreography be required, such as custom voice messages, advanced call routing, or text-to-voice conversion, then SmartIVR™ can be readily provisioned to seamlessly enhance the standard call choreography capabilities.

SmartIVR™ facilitates the development of rich and powerful custom call flows that radically enhance the customer service experience. These call flows may include: multi-channel utilisation (automated outbound e-mail or SMS), self-help, play-back, advance call routing and queuing, etc.

SmartIVR™ is a cloud communication service that can be rapidly web-provisioned to provide highly customised pre-programmed call flows that meet the needs of any business, project, program, or campaign.

SMARTBLAST

SmartBlast™

SmartBlast™ is a monitored automated voice notification service. It is applicable in situations where a subscriber needs to call many contacts/customers with standard or custom voice notifications, specifically where the notifications require recording for legal compliance.

The SmartBlast™ call flow can be readily configured utilising SmartIVR™ to prompt the called party to respond to any automated notification. Such responses could include:

  • Press 1 for Yes.
  • Press 2 for No.
  • Press 3 to speak with your Relationship Manager.

Standard Voice Notifications

Standard voice notifications are most applicable when the subscriber needs to call many contacts/customers with a standard notification message for each. A few simple steps will rapidly initiate this SmartBlast™ service.

  • Login to the SmartBlast™ portal and select Standard Voice Notifications.
  • Nominate the phone number to be used to record the standard voice notification message.
  • SmartBlast™ then calls that nominated phone number and, using the in-built voice recording studio, the subscriber can record the standard voice notification message and/or edit Using the portal, the business can playback/edit the voice notification message for quality and consistency.
  • When satisfied with the standard voice notification message the subscriber uploads the database of numbers that need to be called and, optionally, the time each call is to be made.
  • SmartBlast™ then schedules and processes each call according to the predefined call schedule and call flow rules.

Each call is recorded and is available for download from the portal.

Premium Voice Notifications

Premium voice notifications are most applicable when the business needs to call many contacts/customers with a customised notification message for each. A few simple steps will rapidly initiate this SmartBlast™ service.

  • Login to the SmartBlast™ portal and select Premium Voice Notifications.
  • The subscriber uploads a database of each number to be called, the text of the premium voice notification, and optionally, the time each call is to be made.
  • SmartBlast™ then schedules and processes each call according to the predefined call schedule and call flow rules. At run-time, the text of the premium voice notification is automatically converted from text to voice.

Each call is recorded and is available for download from the portal.

Notes:

  • The business must have a database of contact/customer phone numbers to call.
  • It is relatively easy to embed a call to action (Press 1 to…., Press 2 to … etc.) into the voice message and solicit a response.

3 February 2017 -- Singapore -- Threats that Asian telcos face from new OTT entrants and examples of potential new revenue opportunities from their small-medium business customers.

Globally, the enterprise and consumer market segments have occupied the mindshare of telecom carriers in the main. Often, that large base of small-medium business customers has been overlooked as being deemed too complex to address beyond traditional telco services of voice and data.

Enterprise customers are inevitably major consumers of voice, data, storage, and colocation telecommunications capabilities.

Consumer customers are major consumers of mobile voice and ever increasingly data.

Small-medium businesses are often treated more like consumer customers while their expectations are closer to enterprise customers.

In the recent past, many reputable management consulting companies have published learned papers clearly articulating the need for telecom carriers to shift their focus to the SME segment.

While the potential of the SME market segment is large it is unique in its requirements, sitting mid-way between Enterprise customer expectations and Consumer customer expectations. SME’s are always looking for cost-effective business communication solutions that are simple to deploy and support. It is a very complex segment and is made up of a wide variety of customer types from individual entrepreneurs with simple needs at one end and large companies with a diverse range of telecommunication needs at the other end. As a result, the hands-on requirements of the SME segment and the associated costs have proved to be a major deterrent for appropriate investment into this sector.

However, with emerging technologies and disruptive innovation, this landscape is rapidly changing. In the last ten years, the nature and size of competition have dramatically changed and the telco’s traditional hegemony of these markets is under threat.

Within the Consumer segment (business-consumer market), the market penetration of Over-the-Top (OTT) and related neo-communication technologies is rapidly bringing to an end the attractiveness of this sector from a telco perspective. The rate of growth and margins attainable from this segment by telcos are in decline.

Likewise, within the Enterprise segment, many new OTT entrants have emerged challenging legacy telecommunication voice and SMS services making provision of data services the main game. These OTT players are rapidly diversifying their services, providing viable alternatives to traditional telco services, and are disrupting markets. For example, mobile instant messaging providers are adding voice services and mobile payments capabilities to their platforms thus threatening telcos traditional foundation revenue streams.

To survive and grow, telcos must focus on the hitherto under-serviced SME segment where they still have a customer base – there is no choice.

This paper discusses the broader challenges that confront Asian telcos and provides opportunities to create new value-added services that take advantage of their customer base and network infrastructure.

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