Ten­ta­cle, the 360 de­gree so­lu­tion for a call cen­tre in an App

Ten­ta­cle end-to-end work­flow so­lu­tion en­ables SMEs...

Voice&Data - - CONTENT -

It is a known fact that In­dia is at the cen­ter of the global call cen­ter in­dus­try (voice busi­ness process out­sourc­ing sec­tor). Not only it has emerged as one of the most pow­er­ful sec­tors but also contributes to the econ­omy big time. How­ever, run­ning a call cen­ter is def­i­nitely not easy and on a day-to-day ba­sis, the call cen­ter in­dus­try is posed with a num­ber of chal­lenges such as deal­ing with crazy work tim­ings and sched­ules, sus­tain­ing on shoe­string bud­gets and en­sur­ing high­est lev­els of cus­tomer sat­is­fac­tion. On top of all this, man­ag­ing the en­tire Cus­tomer Re­la­tion­ship Man­age­ment (CRM) cy­cle is nei­ther easy nor af­ford­able.

Now, here is a fairly young startup called Ten­ta­cle that has come to the res­cue of SMEs, and En­ter­prises whose pri­mary fo­cus is on call cen­ter op­er­a­tions. Founded in Oc­to­ber 2014, Ten­ta­cle is owned and mar­keted by Mum­bai-head­quar­tered Suno­ray So­lu­tions. The com­pany was formed by fin-tech en­thu­si­asts Rahul Arora and Su­mon­tro Roy.

The be­gin­ning… rolling into a busi­ness

Rahul Arora and Su­mon­tro Roy both worked in large en­ter­prises dur­ing their time in the US-based Sycamore Net­works and Dupont Inc re­spec­tively. On re­turn­ing home, they saw that In­dia with its bur­geon­ing SME market and their in­creas­ing need for cloud-based so­lu­tions was primed for prod­ucts and ser­vices with en­ter­prise-level ef­fi­ciency but at SME-af­ford­able prices.

Ten­ta­cle can be best ex­plained as a com­pany that en­ables com­plete end-to-end work­flow so­lu­tion. It en­ables SMEs to ac­quire, ser­vice and re­tain cus­tomers from the be­gin­ning to the end. Clients can re­ceive leads from ex­ter­nal sources di­rectly into Ten­ta­cle (e.g., from web­site signups, from lead gen­er­a­tors like Just Dial and Google), or up­load in­ter­nal data­bases via which clients can be prospected or called. In short, the com­pany ser­vices any firm in the B2B sec­tor that makes an out­bound call with a busi­ness pur­pose.

A user will ideally set-up Ten­ta­cle to cover the en­tire work­flow with a po­ten­tial client through his life­time: from the first point of con­tact to the end (e.g., from when the client is won, writ­ten off, put off for con­tact at a fu­ture date or up for re­newal); this also in­cludes be­ing able to track the client’s field force, thus —Rahul Arora keep­ing them within one loop; track­ing client his­tory from start to fin­ish (comments, fol­low-ups, call record­ing, in­for­ma­tion re­quested and sent, train­ing given etc.).

“Ten­ta­cle does all this via a Cloud-Soft­ware and Mo­bile App that is fully op­er­a­ble via a cell­phone i.e., the client only needs a cell phone to op­er­ate the en­tire process men­tioned above. In do­ing so, Ten­ta­cle has in­no­vated such that all the ex­ist­ing prob­lems in­clud­ing hard­ware, soft­ware, ser­vice is­sues, wiring, and up­front costs have been elim­i­nated,” in­forms Rahul Arora, co-Founder of Ten­ta­cle.

Con­tin­u­ing fur­ther, Arora adds, “An­other im­por­tant as­pect is that since the agent only needs a cell­phone, he/she can be lo­cated any­where and this opens up new busi­ness mod­els for In­dia i.e., the work-from-home model. This al­lows the client to use women work­ers, part-time work­ers, dif­fer­ently-abled work­ers that may not have found suit­able em­ploy­ment (from

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