Knoah Solutions and Cisco: A Partnership

Sri Myneni

CEO, Co-F ou n d e r
K n oa h S ol u t i on s
s r i @ k n oa h . c om
0 1 1 9 1 9 8 4 9 7 9 6 3 2 8
Superior Outsourcing in a Stormy World
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About Knoah
K no a h p ro v id es s u p erio r m u l t i-c h a nnel c u s t o m er s erv ic e
a nd t ec h nic a l s u p p o rt o u t s o u rc ing

F o r te c h n o lo g y
E n a b lin g U S c a
6 c lie n ts
1 0 0 0 e m p lo y e e
T re m e n d o u s o r
o v e r th e p a s t 4

p r o d u c ts a n d s e r v ic e s
ll c e n te r q u a lity a t c o m p e titiv e o ffs h o r e p r ic e s

g a n ic g r o w th ( h u n d r e d s o f e m p lo y e e s a d d e d
y e a rs )

Superior Outsourcing in a Stormy World

Confidential

Knoah Solutions Corporate O v erv iew

Knoah Solutions: Outsourcing

A w
s e
a n
(B

KnoahSof t: KnoahsA R K Sof tw are

a r d -w i n n i n g m u l t i -c h a n n e l s u p p or t
r v i c e s : V oi c e , Ch a t , a n d Em a i l ,
d B u s i n e s s P r oc e s s Ou t s ou r c i n g
P O)

M u l t i p l e 2 4 / 7 , s t a t e -of -t h e -a r t
fa c ilitie s a n d in fr a s tr u c tu r e
3 6 0 F e e d b a c k P r oc e s s e n a b l e s
on g oi n g i m p r ov e m e n t a n d
a d a p ta b ilit y
Com p r e h e n s i v e r e c r u i t i n g , h i r i n g ,
a n d t r a i n i n g p r og r a m s e n s u r e
s u p e r i or s t a f f i n g

A g e n t P e r f or m a n c e M a n a g e m e n t , I P b a s e d s of t w a r e t h a t i m p r ov e s c on t a c t
c e n t e r s d ow n t o t h e i n d i v i d u a l a g e n t l e v e l
A f f or d a b l y b r i n g
of a s u c c e s s f u l
R e c or d i n g w i t h
M on i t or i n g w i t h
Q u a l i t y t ool s ( c
R e p or t i n g a n d

s t og e t h
c on t a c t
S c re e n
S c re e n
u s t om i z
OL A P A

e r t h e c or n e r s t on e s
c e n te r:
Ca p t u r e
Ca p t u r e
a b le )
n a ly t ic s

T e s t e d a n d p r ov e n on a d a i l y b a s i s b y
h u n d r e d s of K n oa h S ol u t i on s e m p l oy e e s
Ci s c o-c e r t i f i e d p r od u c t

Superior Outsourcing in a Stormy World

Confidential

The Foundation of Our Success =

A w ard W inning R esul ts

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ic

T r ain in g

Vo

Quality

A n alys is

A R K

ARK

Workforce

M a n a g em en t

Ch

at

EarthLink H ig he s t in C u s to m e r
S atis f ac tio n A m o ng H ig h S p e e d
I nte rne t S e rv ic e P ro v id e rs .

Knoah Solutions:
2006 Global Services Top 100 Provider
2006 Global O u t sou rcin g R isin g St ar
E ar thL ink :
J D Pow er & A ssociat es H ig h est in C u st om er Sat isf act ion 3 C on secu t ive Y ears
Superior Outsourcing in a Stormy World
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Knoahs V oi c e C hal l e ng e

In th e S p r in g o f 2 0 0 3 K n o a h w a s o n ly d e liv e r in g e S u p p o r t
W e n e e d e d to r o u n d o u t o u r o ffe r in g w ith V o ic e w ith o u t h a v in g to
m a k e a la r g e in itia l in v e s tm e n t
A n y s o lu tio n w o u ld r e q u ir e fin a n c in g

W e h e a r d a b o u t V O IP b u t w e r e n o t s u r e it w o u ld w o r k fo r u s in In d ia

W e n e e d e d a s o lu tio n th a t c o u ld s c a le in c r e m e n ta lly a s w e a d d e d
s e a ts /re v e n u e

W e
W e
O u r
s o lu

h a d n o i n -h o u s e e x p e r t i s e i n V o i c e t e c h n o l o g y
h a d c o n c e r n s a b o u t la te n c y a n d o v e r a ll q u a lit y
c u s to m e r s w o u ld d e m a n d th e h ig h e s t a v a ila b ilit y in o u r p r o p o s e d
tio n

W e p r e fe r r e d a s ta g e d im p le m e n ta tio n

W e n e e d e d a p a r tn e r to h e lp u s d e c id e , p r o v is io n , fin a n c e ,
im p le m e n t a n d m o n ito r a r o b u s t s o lu tio n
Superior Outsourcing in a Stormy World
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W hy C i s c o
T h e s o lu tio n c o u ld b e b u ilt o n to
n e tw o r k in g a r c h ite c tu r e
W e c o u ld im p le m e n t th e s o lu tio
la r g e u p fr o n t in v e s tm e n t
C is c o w a s a b le to p r o v id e h a r d
d e liv e r to ll q u a lity v o ic e to In d ia
C is c o w a s w illin g to fin a n c e th e
lim ite d c r e d it h is to r y
T h e c r e d ib ility o f th e C is c o b r a n
c lie n t o f th e lo n g te r m v ia b ility o
O p e n n e s s o f A r c h ite c tu r e fo r e n
p ro d u c t s e t

p o f o u r e x is tin g
n a s n e e d e d a v o id in g a
e v id e n c e o f th e ir a b ility to
u s in g V O IP te c h n o lo g y
p u r c h a s e d e s p ite o u r
d h e lp e d c o n v in c e o u r
f th e s o lu tio n
h a n c e m e n t o f C is c o

Superior Outsourcing in a Stormy World

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P has e d I m p l e m e nt at i on S t r at e g y
B e fo r e c o m m ittin g to a fu ll s c a le s o lu tio n
w e n e e d e d to p r o v e v ia b ility w ith o u r c lie n t
F a ilu r e a t a n y s ta g e w o u ld s to p th e p r o je c t

T h e P h a s e s :

T e s t P h a s e
P ilo t P h a s e
P r o d u c tio n P h a s e

Superior Outsourcing in a Stormy World

Confidential

T e c hnol og i e s Knoah S u p p or t s

Superior Outsourcing in a Stormy World

Confidential

F e at u r e s / B e ne f i t s of A r c hi t e c t u r e

F u lly r e d u n d a n t H A ( h ig h ly a v a ila b le ) h
S c a la b le b y u tiliz in g IP C C a n d a C is c o
N e tw o r k fo r v o ic e a n d d a ta in fr a s tr u c tu
In te r n a l a n d r e m o te m o n ito r in g u s in g a
d e d i c a t e d n e t w o r k a n d C i s c o s V P N s o
U s i n g I C M -t o -I C M g a t e w a y i n t e g r a t i o n
a l l o w s o u r l a r g e s t c l i e n t t o p r e -r o u t e c a
a g e n t a n d r e s o u r c e a v a ila b ility p r io r to
A b le to d e v e lo p p r o d u c tiv ity s o ftw a r e K
a u g m e n t C i s c o s r e p o r t i n g c a p a b i l i t i e s
o p e r a tio n s
Superior Outsourcing in a Stormy World
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a rd w a re
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KnoahsARK Augments Cisco IPCC Platform

F la g s h ip p r o d u c t, K n o a h s A R K 1 .1

G A in A p r il o f 2 0 0 5
C is c o C e r tifie d in J u n e 2 0 0 5
1 .1 r e le a s e d c o m m e r c ia lly S e p te m b e r 2 0 0 5

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M u l t i -c h a n
R e p o r tin g
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b a s e
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ito r in
n e l Q
a n d O
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d a r c h ite c tu r e
e n C a p tu re
g S c re e n C a p tu re
u a lity A s s u r a n c e m e a s u r e m e n ts
L A P
p o w e r fu l A d m in is tr a tio n fe a tu r e s

Superior Outsourcing in a Stormy World

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KnoahsARK Agent Performance Software

C o n ta c t C e n te r
E d itio n

S ta n d a rd
E d itio n

Q u a lity
E d itio n

R
M
Q
R
A

R e c o r d i n g
M o n i t o r i n g
R e p o r t i n g

Q ua l i ty
R ep orti n g
A n a l y ti cs
Delivers easy-t o -u se yet
c o m p reh en sive Q u alit y
m an ag em en t t o o ls t h at p ro vid e
c rit ic al in sig h t in t o p erf o rm an c e
an d c u st o m er sat isf ac t io n .

D esi g n ed for org a n i z a ti on s

tha t req ui re fl ex i b l e a n d
rel i a b l e sup p ort tra n sa cti on
record i n g to ma n a g e
comp l i a n ce i ssues.

o r d in g
ito r in g
lit y
o r tin g
ly tic s

Offers customers the most

comp rehen si v e a n d p ow erful
set of K n oa hsA R K tool s a n d
fun cti on a l i ty .

Superior Outsourcing in a Stormy World

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e c
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M od ular Architecture Role-b ased Access

M O N I T O R

(Manager)

(A gent )

R
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P
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A g e n t
I n f o
Q ua l i ty
R e v ie w s

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Q ua l i ty
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R e c or d i n g s

A
D
M
I
N

QA
R E V I E W
(Q u al i t y A gent )

Superior Outsourcing in a Stormy World

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(A d m i ni s t rat o r)

KnoahsARK

Recording with
S creen C a p tu re

Q u a l ity
E v a l u a tor

A na l y tics

S il ent M onitoring
S creen C a p tu re

Superior Outsourcing in a Stormy World

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KnoahsARK C l i e nt s and U se r s

A T X
C ry o B a n k
D B 0 2
E a r th L in k
iC o m G r o u p
K n o a h S o lu tio
N o r th Is la n d C
R o y a l C o n s u m
S e r e n iti, In c .
W a te rfro n t In v
W e b C o n v e rs e

n s
r e d it U n io n
e r In fo r m a tio n P r o d u c ts , In c .
e s tm e n ts

Superior Outsourcing in a Stormy World

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Thank You.

Superior Outsourcing in a Stormy World

Confidential