Helping clients realise their goals of Next Generation Customer Care

My work in CRM-Service Transformation requires me to build necessary skills required to ensure quality deliverables within competitive timelines. My job revolves basically around helping our clients provide better service to theirs. This means a lot of my work is around IVR, Reporting and Call Centers.

1. Worked in AGC Corporate Professional Services Team (8 months)Key responsibilities included -•Product development and implementation•Designing complete IVR Call Flows for Contact Centers using Web Services and implementing the same using Dialog Designer in Eclipse environment.•Creating dialog prompts and integrating with the call flow.•Integrating applications running on AVP with Avaya adjuncts like PCS Dialer.•Integration of customer databases like MS-SQL, Oracle and Baan databases with the IVR for dynamic announcements.•Implementing TSAPI and JTAPI based client applications in call centers.•Implementing applications involving creation of feedback survey campaigns on IVR with complete administration and reporting module.•Remote troubleshooting. 2. Worked in Sales from August ’09 to Nov ’09.•Was involved in tele-marketing of Jabra Headsets by GN Netcom.•Was involved in the research of market potential of hosted Video IP surveillance solutions and conducted meetings regarding the same with various Service Providers along with OEMs. Collaborated with BDMs regarding the same.