Campaign Management - IVR / sms / email
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People-centered TechnologyOur main customers worldwide
2.Natural
Language Understanding(Natural Language
Processing)speech| text
3.Big Data & Artificial
Intelligence
Multi-language engine for natural language interpretation
1.Embeddable
multi-channel platform
Machine learningDeep Learning
Advanced analytics
Multi-dimensional dashboard &
reporting
Multi-channel interaction platform (Voice, SMS, Chat, E-mail, Social)
Information HubSales | Marketing | Operations | Compliance
Engagement HubSelf engagement | Human touch
29 supported languages
3DIGITAL TEAM | SYSTEM INTEGRATION | DATA SCIENCE | CONSULTING
An enterprise «holistic» model
Customer journey
interpretation
New customer
experience
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Information HubSales | Marketing | Operations | Compliance
Text | Voice
Engagement Hub
29 supported languages
Self engagement | Human touch
MULTI-CHANNEL SURVEY NATURAL
LANGUAGE
SOCIAL MEDIA MONITORING
TEXT & SPEECH ANALYTICS
CROSS-CHANNEL INSIGHT & DATA
ENRICHMENT
QUALITYCOMPLIANCE MONITORING
REAL TIMESPEECH ANALYTICS
ADVANCED SEARCH & DISCOVERY / KMS
DIGITAL CUSTOMER
ENGAGEMENTCHATBOT
VOICE & TEXTAUTOMATION
TEXT ANALYTICS
ADAPTIVE FRONT-END
A modular suite for a progressive and consistent transformation
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About Almawave
Market analysts have interviewed and assessed Almawave 3241 Reports in different sectors include Almawave
Speech Analytics MarketGlobal Forecast to 2022
CRM | Customer Service | Customer Engagement |Speech AnalyticsSpeech Recognition |Text Analytics | Natural Language ProcessingCustomer Management |Contact Center BPO | KM & Enterprise Search
CEO of the year Innovation & Leadership Innovative Solutions for Customer Experience Europe’s Business Festival for
Innovation & Dgitalization
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Automatic Speech Recognition
Enabling technology for natural language interpretation
Semantic pipeline
Text Mining Automatic classification
Searchable semantic index
Real-time information services
Advanced Analytics
Dialogue management
Unified Desktop
Focus on – Semantic pipeline
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Understanding natural-language speech, opinions & trends in different languages
LANGUAGE DETECTION
MORPHOLOGICAL ANALYSIS
SYNTACTIC AND PERIOD ANALYSIS
ONTOLOGICAL REASONING
NAMED ENTITY RECOGNITION
WORD-SENSE DISAMBIGUATION
29 different languages, among which:
Semantic pipeline
Automatic Speech Recognition
Text Mining
Dialogue management
Advanced Analytics
Real-time information services
Unified Desktop
Searchable semantic
index
Automatic classification
Focus on - Text mining
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CLUSTERING
CONCEPT-ENTITY CORRELATION
MACHINE/DEEP LEARNING
SENTIMENT ANALYSIS
Artificial Intelligence algorithms to «retrieve» hidden information
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Semantic pipeline
Automatic Speech Recognition
Text Mining
Dialogue management
Advanced Analytics
Real-time information services
Unified Desktop
Searchable semantic
index
Automatic classification
Focus on – Dialogue management
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IVR Speech Recognition
INTELLIGENT IVRUser calls a voice responder capable of intelligent dialogue interaction, by interpreting request contextSwitch onto Human
Assistant (when available)
CHATBOTUser chats in natural language and receives context-related answers
24x7 customer support
Multi-language support
Back-End process activation
TEXT VOICE
Semantic pipeline
Automatic Speech Recognition
Text Mining
Dialogue management
Advanced Analytics
Real-time information services
Unified Desktop
Searchable semantic index
Automatic classification
Natural language-based communication campaigns
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Message generation Contact list setup «Send-to» schedule planning
SMS | VOICE | E-MAIL | IVR
Interactive voice/text surveys and analysis of strucutred or natural language-based results
VERBATIM/VOICE NPSI
VERBATIM/NPS with IVR
TEXT SURVEYS
VERBATIM CONTENT ANALYSIS
Voice/text NPS and analysis of comment content the customer has left as service quality feedback
Ottimizzare la gestione del contattoDirect Marketing Platform for telereminder, telesales, teledebt collection.
Marketing Campaign Automation Management
Setup of Interactive Marketing Campaigns, Customer Care, Direct Email Marketing, Customer Satisfaction Surveys
§ 100% Campaign Automation
§ Route call to contact center agent
§ Customizable Text To Speech engine for voice messages
§ Integrated monitoring enviroment
Conversion rate 70%
Campaign automation 100%
Optimized contact costs 35%
Marketing Campaign Automation Management
Iride® Call easily plans and implements multi-language communication campaigns, automatically addressing wired and mobile devices, by tagging a list of contacts (campaign addressees) with a pool of resources.
Optimized customer engagement costs
No impact on existing enterprise systems
Very small set-up time
Graphic design-based dynamic interaction
Real-time contact monitoring & analysis
Direct routing to Contact Center agents
Highly flexible offer: from few to thousand-fold contacts a day.
The multi-channel communication platform for interactive communication campaign set up with a few clicks of the mouse.
MULTI-LANGUAGE MULTI- CHANNEL
COMMUNICATION
WEB BASED INTERFACE
LIST, CONTACT TEMPLATE MANAGER
MONITORING&
CAMPAIGN ANALISYS
FUNCTIONS
Iride Call® Direct Marketing Platform
Functions
Multichannel Resources Management
Lists & contacts
Scheduling campaigns
Sends marketing sms campaign, mail,voce, ivr, to thousands of
contacts
Resources organization per each channel activated.
Lists and single contact upload
Marketing campaign planning
DashboardAnalisys and sinthesys of
campaign results
MonitoringStatus Controls of each programmed campaign
MultichannelMultichannel Platform to send automated campaign comunication through different contact channel inbound & outbound (voice)
Create e sending customized email also with using template
Sending customized with using template or predefined texts upload
SMS
Sending vocal comunication trough the creation of Text-to-Speech message
VOICE
Sending chained messages of different types (audio, sms, email) through the construction of an IVR tree designed via the web
IVR
EVENTS overview of activities connected
to past campaign (creation, start, stop, …)
TASKS Update of pending activities, categorized per each type of campaign (voice, sms, email)
SUPPORT Platform assistance area (ex. User’s
manuals area)
MANAGEMENT Manager menu to create campaign, resources and
contacts.
Resources managementThe elements to be created for sending campaigns
§ TEMPLATE EDITOR integrated editor to create visually the templates of your emails
§ HTML / CSS EDITOR to create complex templates
§ VARIABLE FIELDS for the insertion of personalized contents
§ ATTACHMENT MANAGEMENT included directly in the email
§ LEGALMAIL & E STANDARD MAIL
SMS
§ SENDER CUSTOM to perform sending SMS from the internet with personalized sender
§ TEXT MODELS for sending repeated SMS
§ VARIABLE FIELDS for the insertion of personalized contents with dynamic fields («Hello% NAME%, welcome) ...»),INVIO LINK
VOICE | IVR
§ TEXT-TO-SPEECH (TTS) Integrated and multilingual
§ IVR WEB EDITOR for the design of the tree (Interactive Voice Response)
§ AUDIO ASSETS upload Audio files, recording voice messages
§ IVR TEMPLATE for use in voice campaigns
§ ROUTING CALLS to an external contact center
§ Integration with Natural Language IVR and IRIDE Text Analytics
§ Set up phone numbers for incoming / outgoing calls
Speech recognition- engine ASR for Real time interaction trough voice
Resources managementFocus on Voice Channel - IVR
Possibility to connect to a node of the IVR sending texts via SMS, mail, ...
CONSTRUCTION OF IVR TREEUser functionality with web-based interface without the need to write code (no coding)
AUDIO CREATIONTEXT TO SPEECH (TTS)AUDIO RECORDING
KEYBOARD DIGITATION
Interaction mode with IVR
Lists and contacts management
§ Management of customers data fields
§ Management of customized fields
§ Management of sending time
§ Groups
Easy management of contacts both manually and by importing lists from external files.Grouping contacts in folders and lists for quick and effective campaign organization.
Scheduling campaingsThe platform allows you to program the sending of the communication campaigns according to the times and the preferred modes for each of the available channels.
Scheduled campaigns allows to access to different delivery options • Start date• Time Start / Stop,....
IMMEDIATE DELIVERYOnce the resource has been completed and the target has been defined, the campaign is launched immediately
POSTPONED SENDINGCampaign sending can be postponed by setting the date and time of delivery.
Monitoring
Real-time overview of the trends of mass communication campaigns
Type or name of campaign
Campaign StatusAttive | Non Attive In pausa |EliminateVoce |Sms |mail
% completed100% | 0% < 50% |> 50% Nr of success sent
SINGLE CAMPAIGN DETAIL
Dashboard
NUMBER OF ADDRESS, MESSAGES (TREND, CHANNEL DETAIL
NUMBER OF MESSAGES SENT BY CHANNEL
NUMBER OF ERRORS AND TYPOLOGY
NUMBER OF CLICK BY LINK
BROWSER DETAIL AND OPERATING SYSTEMS
TENTATIVI DI CONTATTO
Real-time analysis of the progress of communication campaigns organized by synthesis (% of success / failure of the various campaigns, num.contacts, ranking failures) and for details of Failure attempts and Browser
EXPORT REPORT IN XML OR JSON (detail data of all channel)
Technicalfeatures
TECH
NIC
AL F
EATU
RES
Iride Call® Direct Marketing Platform
SaaS : it is distributed as a SaaS service and managed directly by the userScalability: custom distribution of the number of daily calls / SMS / EmailsRecall function: definition of the recall to be activated in case of non-responseSecurity: ensures the security of communications using the Transport Layer Security (TSL) protocolRecovery: recovery of temporary error situations in communications through appropriate messagingUser Recording: records events and provides information about user operations on campaigns and resourcesWeb-based & Corporate Integration: fully configurable via web and easily integrated with existing CRM / CTI systems in the company
APPL
ICAT
IOO
N
LAYE
RFR
ON
T EN
D LA
YER
DATA
LA
YER
Logic architecture
FRO
NT
END
LAYE
R
Channel
WEB
Back-EndCAMPAIGN
PubblishChannel
SMS
VOICE
Inside the Data Base I define the application profiling, I persist the configuration and the definition of the Campaigns.
IVR CORE
An external system can interoperate with the enginevia REST API (JSON)
REAL TIMEDinamic Routing(Inbound)
RULESCONTENT VIEW
WEB SERVICES
REST API JSON
TTS Component
Schedule Component
Template Component TRANSCRIPTION
CAMPAIGN PLATFORM
Outbound
Inbound /Outbound
Benefits
Typical problems How we deal with them
Iride Call® Direct Marketing Platform
Lack or reduced availability of management tools for internal and external communication on different channels
Scalable multi-channel platform depending on the needs of the customer and the breadth of the audience to be reached
Reduced installation costs thanks to the provision in SaaS and reduced operating costs through flexibility of scalability resources
Onerous setup and contact costs for planning, launching and managing communication campaigns
Difficulty in monitoring the progress of pre-established campaigns and reporting of results
Preparation of real time dashboards for monitoringof the status of the campaigns and subsequent analysis of theresults
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Use Case
Success Case : Vodafone FIBER FTTH Outbound multichannel campaigns
Outbound communications service for the management of all phases of the sales cycle (contract stipulation, bills status, reminders, closures)
Integrated BI for campaign monitoring and analysis.
KPI REQUESTED 15% success leads20% success collection40% success windback
KPI ACHIEVED32% success leads37% success collection88% success windback
Project 2010- ongoing820 Working stations used
WELCOME LETTER SMS
BILL PAYMENT REMINDER
REMINDER SCADENZA SMS
BYE BYE LETTER MAIL
CANALI – SERVIZI ATTIVATI
Success Case : Chebanca! Consumer web banking, deposit account and virtual banking.Fintech division Chebanca! Human Digital Bank Outbound multichannel campaignsOutbound communications service for the management of all phases of the sales cycle (contract stipulation, bills status, reminders, closures)
Integrated BI for campaign monitoring and analysis.
KPI REQUESTED 18% success leads8% success collection60% success verification
KPI ACHIEVED3% success leads22% success collection95% success verification
Project 2015- ongoing920 Working stations used
WELCOME LETTER SMS
LOAN PAYMENT REMINDER
REMINDER SCADENZA SMS
BYE BYE LETTER MAIL
CHANNEL – SERVICE ACTIVATED
Success Case : Indosat MegaMediaHybrid Telesales Operations
Outbound communications service for the management of GIG FiberOptic services, Upselling campaing IPTV NexGIG)
Integrated BI for campaign monitoring and analysis.
KPI REQUESTED 15% success leads
KPI ACHIEVED28% success leads22% success collection
Project 2019- ongoing30 Working stations used
UPSELLING PROGRAM NEXGIG IPTV
INTERNET FIBER OPTIC SERVICES FTTH
CHANNEL – SERVICE ACTIVATED
Client: Hello!
IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora.
We have not identified the payment of your insurance bill. Would you like to receive the invoice?
Client: No.
IRIDE CALL: We have identified that your answer was "No". We would like to understand the reason. Has the payment
been made?
Client: Yes.
IRIDE CALL: Caixa Seguradora thanks you for your attention.
Client: Hello!
IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora. We have not identified the payment of your
insurance bill. Would you like to receive the invoice?
Client: I have already paid.
IRIDE CALL: Sorry, we will update our records. Caixa Seguradora thanks you for your attention.
Client: Hello!
IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora. We have not identified the payment of your insurance bill.
Would you like to receive the invoice?
(The client does not answer)
IRIDE CALL: I have not understood.
(The client does not answer)
IRIDE CALL: We have not identified the payment of your insurance bill. Would you like to receive the invoice?
Client: No.
IRIDE CALL: We have identified that your answer was "No". We would like to understand the reason. Has the payment been made?
Client: Yes, I have already paid.
IRIDE CALL: Sorry, we will update our records. Caixa Seguradora thanks you for your attention.
IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora. We have not identified the payment of your insurance bill.
Would you like to receive the invoice?
Client: I want.
IRIDE CALL: Say 1 for SMS or 2 for e-mail.
Client: Two.
IRIDE CALL: Your invoice has been sent to your e-mail. Would you like any additional information?
Client: No.
Client: Hello!
IRIDE CALL: Hello. This is an electronic service of Caixa Seguradora. We have not identified the payment of your insurance bill.
Would you like to receive the invoice?
Client: No.
IRIDE CALL: We have identified that your answer was "No". We would like to understand the reason. Has the payment been made?
Client: Yes.
IRIDE CALL: Almawave thanks you for your attention.
IRIDE CALL: Hello. This is an electronic service of Bank X. We have not identified the payment of your insurance bill.
Would you like to receive the invoice?
IRIDE CALL: We have identified that your answer was "No". We would like to understand the reason. Has the payment been made?
Client: Yes.
IRIDE CALL: Caixa Seguradora thanks you for your attention.