After rating Teckinfo Solutions amongst the Top 5 vendors for Unified Communications and Collaborations solutions, Silicon India invited our MD, Nalin Mital for a candid chat and get an insight into the organization’s vision and future plans. Generally as a whole, the industry is moving to ensure that communication with customers is developed into a two way street. Hand held devices and network connections are getting quicker and more efficient, leading to a greater number of communication channels between organizations and their customers.

In this interview, Mr. Mital talks about how the company decisions centre around their customers’ needs and demands. ‘Customer is King’ is the typical mantra followed when a new solution is structured and created. Considering the various verticals in the market and their own varied customer bases, the solutions they are looking for are bound to differ. Teckinfo offers a wide variety of communication solutions to cater to the various processes in an organization. He talks about Teckinfo’s groundbreaking InterDialog UCCS  which is a feature rich, highly scalable, Omnichannel, easily deployable and manageable Contact Center Solution, which provides complete visibility and control over the performance and productivity. InterDialog UCCS provides Automatic Call Distribution (ACD), Interactive Voice Response System (IVRS), Dialer, Voice & Screen Logger along with Unified Agents capable of not only handling voice but also other media viz. Email, SMS, Chat and social media connectors.

The InterDialog Dialer, for example, controls the out bound calling and call list management functions. It also prevents users from manual dialing. The Automated Outbound Dialer (AOD) supplements this solution with the ability to deliver customized pre-recorded voice messages to customers and entire calling lists. The messages can change depending on which list is being dialed and can dial multiple calling lists parallely. Nalin Mital also mentions the IVREdge that can be used across multiple verticals such as the banking, telecom, insurance and other verticals,to integrate the CRM system, payment gateways and third party databases. He also elaborates on the state-of-art cloud enabled Galaxy Helpdesk Software that acts as a central repository for all the voice based processes, thus making it easier to implement high security of confidential information and streamlining processes of various departments.

Apart from the InterDialog series, Nalin Mital also mentions the other diverse products that Teckinfo has to offer. Where Ninox records calls for training, resolution of disputes and other purposes, Ninox+ creates a central repository for these recordings. The central repository ensures not only central storage but also security and ease of access to these recordings. He talks about how Teckinfo had gained major success with big companies in the automobile vertical with their product ViaSMS, which facilitates two way SMS Communication using the Internet SMS Gateway.

Stressing on the ‘Customer is King’ mantra of decision making, Nalin Mital once again mentions how the team at Teckinfo is engaged in detecting the trends in the market and how these observations affect the way new solutions are built. Providing 24/7 assistance to customers has helped generate and maintain trust amongst the clients no  matter whichever part of the world they are based in, be it India, South East Asia, Middle East or Africa. He talks about the latest brainchild of his team, called Web RTC, which will allow users to make real time calls over the web and mentions that  Teckinfo is now slowly but surely moving its solutions on cloud .