WHITE PAPER SERIES - Reliance Communications

RCOM SUPPORT IN DELIVERING TRUE BUSINESS BENEFITS
As a leader in this product segment, Reliance
Communications offers some unique features. The
Reliance Communications’ subscriber can
independently exercise the Route@ option of
changing the termination number of the toll free
service. E.g. if there is any emergency at primary
contact center location, the subscriber can quickly
change the routing of the toll free calls such that all
the call would then terminate on the secondary
location. The entire control of the routing change is
with the subscriber, thus enabling him complete
protection against unfortunate scenario of calls
remaining unanswered.
Reliance Communications also offers PIN based
authentication for the service so that only genuine
callers access the service. This is especially useful
for internal services such as on line trainings, audio
bridging etc. As a basic service provider, Reliance
can offer multiple options for destination number
such as PRI (Primary Rate Service), Direct
Exchange Lines in hunting, Fixed Wireless Phones
in hunting etc. Finally with Reliance expertise in the
Hosted Contact Center domain, the toll free service
is also capable of getting bundled with customized
IVR capabilities.
Business Benefits
Effective Target Marketing & Personalized
experience-As a marketer, a location independent
nation-wide-single-number can be made available
to the target segment. This number can be
accessed from any phone free of charges. The
calls can mature at different locations or on
different phones in the same location depending on
the originating telecom circle. E.g. a call originating
in Gujarat can be answered in Ahmadabad, a call
originating from Punjab can be answered in
Amritsar. Alternatively, the Gujarat and Punjab
calls can be answered by different persons
knowing the respective language and both the
agents could be in Mumbai. The caller will not know
about the physical location of the agent and the
language interface option will give him a highly
personalized call experience.
Manage you Opex-Organizations can reduce the
call center operation costs by intelligently routing
the calls to different cities depending on the time of
the call. E.g. during office hours, the calls could be
answered by highly professional ,expensive agents
in Mumbai, while other time, they could be
answered by not-so-expensive-agents at other
locations.
Decide who can call you-The toll free subscriber
can also choose to block certain phone numbers
from reaching the toll free number, can allow only
specific phone number to reach the toll free
number or can combine both these options. All
these options make the toll free service an
indispensible ingredient of the MARCOM tools of
any market facing organization.
White Paper Series Page 9