ExperienceSmartIntegration

www.csquare.co

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9 welcome to C SQUARE way of life.

We at CSquare innovate businesses for our clients using

customised and adaptive technology solutions .

Powered by an insighful and highly skilled technical team,

complemented by an experienced management team,

C Square has worked for years with leading organizations

across the region.

C Square areas of expertise include:

CEM (Customer Experience Management)

CRM (Customer Relationship Management)

Experience Centres

To emerge as the choicest global

systems integrators and solution

expert by crafting innovative and

efective cx.

Vision

Enable the clients to provide consistently impressive customer

experience across all touch-points.

Core Values

To utilize dynamic, innovative, committed and self-motivatedhuman resources to deliver excellence in all means.

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Appointed by Genesys as ‘Service Partner’

‘Arabia Fast Growth 500’ All World Network (winner)

Genesys ‘Best Service Partner’ Award

‘Pakistan Fast Growth 100’ (2013 winner)

Awarded ‘Genesys Gold Partner’ Status

Introduced Social Media Engagement Solution in Pakistan

1st cloud-based contact centre deployed for a bank in Pakistan

Launched ‘Agent Playback Recording Interface’

Launched ‘Digital Engagement Kiosk’ - IntellekT

Awarded Most New Logos in Finance by Genesys

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Mr. Syed Veqar ul Islam | Advisory Board Member

- 27 year in the Corporate World.

- SVP, MEA, Comptel Corp.

- Sub Region Head, NSN.

- Country Director, Pakistan NSN

- Country Director, Nokia.

- Country Manager, NCR Corp

Mr. Mashkoor Hussain | Advisory Board Member

- 39 year in the Corporate World

- Advisor to Etisalat President

- SEVP Ops, Corporate Afairs & Commercial, Etisalat

- Chairman PSEB

- EVP Overseas Communications

Mr. Shabbir Baxamoosa | Advisory Board Member

- 35 year in the corporate world

- Managing Partner, BPO Services

- CIO, Atlas Bank

- CIO, ABN Amro

- Head of IT, Union Bank,

- Head of IT, Citi Bank

Mr. Nooruddin Baqai | Advisory Board Member

- Member Technical and Executive Director in PTCL Incumbent Board

- Chairman National Telecom Corporation and PTET

- Board member of Ufone PTML

- Board Member of National ICT R&D Fund

- Board Member of Universal Service Fun

Board of Advisory

The management of C Square

has passionate and dynamic

leaders who have worked for

years with leading businessesacross the globe that includes

Genesys, Nokia, Seimens

Network, NCR, ABN Amro,

Etisalat and various more.

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Ahsan Mashkoor | Chief Executive Ofcer

Ahsan Mashkoor, CEO and Co-Founder of C Square brings with him

12 years of Industry experience, his dedication and commitment is

backed by strong analytical skills, great knowledge of customer base

and diverse experience in finance and telecom industries.

Under is experienced guidance and vision C Square a solutions

integrator company, has gained local and international recognition.

Ahsan, began his career with Teradata London and then moved to

Pakistan and took over their Sales Portfolio for the financial and

telecom sectors.

He then continued his professional journey with Genesys Telecommu-

nications as Country Manager, responsible for business development

in Pakistan, Afghanistan, Bangladesh and other emerging markets in

the region.

Hassan Shaikh | Chief Technology Ofcer

Chief Technology Ofcer and Co-founder of C Square, Hassan’s

innovative solutions and technical expertise is the main driving forcein the success & expansion of C Square in Pakistan and Middle East &

Africa. Hassan brings with him an experience of 12 years with

renowned organizations such as Avaya, Genesys, Cisco, Microsoft

and Siebel solutions.

He started his career by working as a Pakistan Professional Services

Consultant at NCR, followed by his role as the Call Center Lead &

Business Architect with Teradata. Hassan then moved to Genesys

Telecommunication Laboratories as the Senior Pre-Sales Consultant.

CustomerExperienceis not easy.But it issimple.

Here’s how.

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CUSTOMER EXPERIENCE

MANAGEMENT

CONTACT CENTRE

Voice (inbound/outbound)

Self Service

E SERVICES

Email

Sms

Web Chat

DIGITAL ENGAGEMENT

Social Media Engagement

Blended AI

Web Engagement

Mobile Engagement

Video Engagement

CUSTOMER RELATIONSHIP

MANAGEMENT

Experience Centres

CUSTOMER EXPERIENCE MANAGEMENT | CEM

CONTACT CENTRE

When your customers pick up the phone to call you, they

have been unable to resolve their issue online, or they may

have a complex question that requires your expertise.

You are in a better position to build and retain customer

loyalty. Clients tend to reach out to the contact centre as

their basic source of help.

We enable business to provide consistent Customer

Experience across all touch points i.e. Voice, Self Service,

Chat bots, Social Media etc.

VOICE

Most customers will go for self-service to get their problem

fixed; if that will not help, they are going to contact you

through a call. Predict customer’s need and requirement

and provide them with the most convenient solution.

C Square enables real – time routing decisions using cus-

tomer data, Omni – channel journey history and your busi-

ness priorities. Keep your service free of inefcient, lagging

and incompetent methods.

The result: each call is personalized automatically, along

with relevant information, delivered to the appropriate

agent. regardless of the technology at your contact centre.

WHY SELF SERVICE IS FRUSTRATING FOR CUSTOMERS:

Long and confusing menus,

Difculties getting to the right

Incorrect routinginformation

Poorly designed interactive voice response (IVR)

Outdated IVR

CSQUARE VOICE | RAPID DELIVERY,

INSTANT CHANGES, UNLIMITED

FLEXIBILITY

Unlike traditional IVRs which presents

identical menu to each caller, C Square’s

Voice applications apply business logic to

consider caller identity, intent, preferences

and context in order to determine the most

appropriate and personalized next step.

E SERVICE

E-mails, texts and web chat can be used to follow up with

clients to complete transactions.

Real-time interactions via SMS allow customers to direct

queries and complaints faster and in a more secure manner.

Easy-to-use layout for mobile users to increase mobile

engagements.

DIGITAL ENGAGEMENT

SOCIAL MEDIA ENGAGEMENT

Social media is where you build relationship and loyalty

leading to increased revenue and efciency.

Customers either aim to address the company directly or

they share their reviews and experiences with other social

media users.

Word of mouth can be very crucial for a company. If custom-

ers are satisfied, they are likely to share their positive opinion

which is good news for your company. But, if the customer

is unsatisfied from any of the service or disappointed by an

unsolved issue, this may lead to some serious impact on the

brand image of your company.

BLENDED AI

Channels to connect are increasing continuously; Interac-

tions with customers are only going to increase.

Automation and bots help to manage this because they can

work faster than humans and cater repetitive task without

engaging human resource.

9% of Fortune 500 companies

have implemented bots so far,

the numbers are expected to

increase rapidly.C Square is well positioned to ofer end-to-end journey

management that includes self and assisted service.

So we’re not trying to solve general purpose problems or

create bots that can carry on a random conversation - we

are laser-focused on improving the customer journey and

improving CX.

Even though the first use cases of AI and bots are more

centered on improving customer engagement, they will

definitely help improve employee engagement and business

optimization as well, across departments.

WEB ENGAGEMENT

Engage customers on web using web chats and callbacks to

improve experiences. Minimize cart abandonment ratio for

customers and use smart means to facilitate sales through

the web.

Customer satisfaction can be increased by proactively

engaging with him/her based on journey trends on the web.

Sending out push notifications at the right time and the

right place. Emailing non-responsive customers and target-

ting them with relevant promotional content.

MOBILE ENGAGEMENT

Mobile apps are designed to give customers a step by step

experience. With mobile engagement customers are able to

connect real-time from the app to the contact centre, where

the agent is already aware of the purpose their call.

This helps complete the customers request faster leading to

higher customers satisfaction.

VIDEO ENGAGEMENT

With video becoming a more common form of communica-

tion between people to people using Skpe, WhatsApp and

FaceTime, eventually these preferences will become habits

and customer expectations will rise.

A customer sitting at home using video should be able to

talk real time with an expert and be able to share docu-

ments back and forth and also be able to submit account

opening requests and much more.

Everyone agrees that customer experience

is a diferentiator, but are you meeting your

customers’ needs when it comes to the

overall experience? Who owns customer

experience within your business?

Are you having theright conversations

with your customers?

CUSTOMER RELATIONSHIP MANAGEMENT

Faster. Cheaper. Easier. Better. AVANTAGE CRM is a complete

customer relation suite.

It is a smart assistance to your business that complies, analyzes

and presents relevant customer information for efective

customer engagement; helps identify service gaps and

investment opportunities and leads to increased market share

for your business.

With AVANTAGE, your marketing and sales force automation and

your customer support and service will become fluid and agile

and equip your employees to cross-sell and up-sell the right

product to the right customer through the right channel at the

right time.

“81% of customers are willing to pay more for better customer

experience”

AVANTAGE CRM is a business wide strategy designed to reduce

costs and increase profitability without compromising customer

satisfaction and loyalty. It also improves the call center efciency

where customer data is accessed real-time.

No License fee | Unlimited Users | Smooth import and export of

data Free upgrades and customization | Easy intuitive & self-

customizable interface | Linux & windows supported

EXPERIENCE CENTRES

Businesses are innovating conventional service centers into modern

day self service enabled automated centers, also reducing their cost

and maximizing profitability.

Experience Centers are not a solution or product, but

a vision of the organization as to how they would like

to elevate and create an exceptional experience.

C Square launched the first automated Account opening kiosk with instant

card personalization to maximize financial inclusion in the country. This

IntellekT Kiosk is just one part of the experience that banks are now

embarking on to give to their customers.

IntellekT Account Opening Kiosks: Open Level 0, Level 1, Level 2 Accounts

and Issue instant active ATM card and starter cheques, capability to pay

bills, Top up account, funds transfers and much more.

IntellekT Telco: For instant Sim issuance, bill payments, duplicate bill

issuance and many other services.

IntellekT Travel: Booking of flights, issuance of tickets and boarding

passes, transactions by card & cash.

Promultis Vari Tilt Elite Ultimate portable, electric tilt and height

adjustable, multi touch screen with snowflake: Can be used for educa-

tional games or digital signage, both serve the purpose of engagement

Wifi beacons: For enhanced level of engagement, being able to ofer

campaigns based on location of visitor at mall.

TellUs NPS: At an experience it is critical to gauge the level experience and

satisfaction, hence physical devises with single easy step to give feedback.

DIGITAL ENGAGEMENT KIOSK | IntellekT

Banking

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Instant Account Opening

Account related Transactions

Instant Card Issuance

NADRA Verification (real time)

Monitoring Dashboard

Feedback

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Utility

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Customer Feedback

Complaint Management

NPS Scoring

Reporting Dashboard

Mobile Top-ups

Bill Payments

• Donations

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Purchase Ticket

Ticket amendments

Seat and Meal Selection

• Check-in

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TELCO

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Flights Info

Sim request & Issuance

Mobile top-ups

Bill Payments

NADRA Verification (real time)

Wallet Services

Fund Transfer

Balance Inquiry

111-CSQUARE

2-D Mohd. Ali Society

Tipu Sultan Road

Karachi - 75350

Pakistan

csquare.co

csquareltd

c square