Key features
Sentiment Analysis of agent and customer-on-call
AI after analyzing depicts the overall sentiment/ emotional mood of the Agent and Customer on call and display it by emoticon and text color reflected in transcription.
The new user can be added through the user management module, where their platform role can be specified. The status of all users, whether active or not, can be viewed on the dashboard.
The Analytics Dashboard, Analysis Summary Dashboard, and System Usage Details Dashboard contribute to keeping a check on everything that affects call evaluations.
Detailed Call Quality Report
Our AI system scores on the basis of set parameters and their weightages generates the quality evaluation report.
Why AI based Speech Analytics?
Below are key factors that differentiate AI based Speech Analytics from others:
Improve Agent Performance: By leveraging AI-powered insights, organizations can empower their agents to deliver exceptional customer experiences and achieve better business outcomes.
Optimize Operational Efficiency: It helps optimize operational efficiency by providing automated insights, real-time monitoring, personalized coaching, root cause analysis, and automation of routine tasks.
Boost Sales Performance: Sales teams can optimize their processes, increase efficiency, and ultimately drive greater success in achieving sales targets.
Mitigate Compliance Risk:Our AI-based solution offers robust compliance monitoring, assisting your organization in effectively mitigating compliance risks.
AI based Speech Analytics Use Cases:
Below are key factors that differentiate AI based Speech Analytics from others:
Improve the customer service processes, identify training needs for agents, and enhance the overall customer experience.
This helps organizations such as those in finance, healthcare, and telecommunications, ensure that agents adhere to guidelines and protocols, reducing the risk of compliance violations and associated penalties.
This helps finance and banking sector to identify and mitigate fraud risks more effectively, protecting both customers and the organization's assets.
By identifying patterns and trends from analyzing historical calls, organizations can make predictions about future customer behavior, sales trends, and market dynamics. This is mainly required in sectors such as finance, retail, marketing, and advertising.
AI speech analytics can analyze customer feedback from calls, surveys, and social media to identify trends, preferences, and areas for product or service improvement.
Garaj Mail LEVEL AGREEMENT
Introduction
This Service Level Agreement (SLA) outlines the terms and commitments between Garaj
and its customers for the provision of Garaj Mail services. Garaj Mail offers a
comprehensive email solution tailored to meet the communication needs of businesses
and organizations.
Uptime: Garaj commits to maintaining a minimum uptime of 99.5% for Garaj Mail
service.
Service Inclusions and Specifications:
Garaj Mail offers a feature-rich email solution designed to facilitate efficient communication
and collaboration. The features, functionalities and performance standards of Garaj Mail
service are as follows:
Garaj Mail provides robust email hosting services, including domain
hosting, mailbox provisioning, and management of email accounts.
Users can access their email accounts via a user-friendly webmail
interface, allowing them to send, receive, and manage emails from any web-enabled
device.
Garaj Mail supports standard email protocols such as IMAP,
POP3, and SMTP, ensuring compatibility with various email clients and devices.
Garaj Mail offers integration with calendar and
contact management functionalities, allowing users to schedule appointments,
organize contacts, and synchronize data across devices.
Garaj Mail includes robust security features such as encryption,
spam filtering, and virus protection to safeguard email communications and protect
against malicious threats.
Administrators have access to a range of tools and features to
manage Garaj Mail services effectively, including user account management, domain
management, and monitoring and reporting capabilities.
Garaj Mail provides collaboration tools to facilitate teamwork and
productivity, including shared calendars, shared contacts, and task management
features.
Garaj Mail is accessible on mobile devices through native mobile
applications for iOS and Android, with features such as sync across devices, offline
access, and responsive design for optimal viewing on mobile screens.
Garaj Mail offers data backup and recovery mechanisms as
an add-on service but is not built in. It is recommended to the customer to subscribe
for backup services separately to ensure data integrity and resilience, including
regular backups, point-in-time recovery, and data retention policies.
Garaj Mail SLA exclusions
Exclusions from the Garaj Mail SLA include pre-general availability features, explicitly
excluded services, and errors beyond Garaj’s control. It also encompasses issues
stemming from customer equipment, third-party technology, and customer actions.
Unavailability due to force majeure events, Internet problems, or non-compliance with
documentation is not covered. These exclusions define scenarios where service
commitments may not apply.
Force Majeure Factors:
Force majeure factors are events or circumstances that are beyond the control of parties
involved and can impact the ability to carry out contractual obligations. In the context of
email service provisioning, several force majeure factors can contribute to failures or
challenges including but not limited to following:
Events like earthquakes, floods, hurricanes, tornadoes, and other
natural calamities that are beyond human control and could disrupt Garaj Mail
services.
Regulatory actions, sanctions, or restrictions imposed by
government authorities that could affect Garaj Mail's ability to deliver services.
Power outages can disrupt our operations and affect service
availability and is excluded from Garaj Mail's SLA coverage due to its unpredictable
nature and the inability for Garaj to control external power infrastructure.
Labor disputes or industrial actions involving Garaj Mail staff or third-party
service providers that may interrupt service operations.
Disruption to workforce availability, affecting regular maintenance,
monitoring, and response times.
Factors such as internet service provider issues, routing
problems, or other network-related incidents may occur beyond our control and
impact service availability.
Armed conflicts or hostilities between nations or groups
that could lead to disruptions in infrastructure or communication networks affecting
Garaj Mail services.
Support Prioritization
To ensure the delivery of high-quality services, the following service levels are defined as part
of this agreement. Garaj support team shall respond to service requests and incidents as per
the below mentioned resolution times depending on the severity and complexity of issue.
Level 1 Support:
To resolve basic or common issues related to Garaj Mail, the L1 support team shall be the first
point of contact for clients seeking assistance with technical problems, inquiries, or service
requests as follows:
Users are unable to log in to their email accounts due to incorrect
credentials or account lockouts.
Users request assistance with resetting their email account
passwords.
Users have questions about using specific features or
functionalities within Garaj Mail.
Users receive notifications indicating that their mailbox
storage quota has been exceeded.
Users need help setting up their email accounts on
various email clients or devices.
Users notice delays in receiving emails and seek assistance
in troubleshooting the issue.
Users report excessive spam or junk emails in their inbox and
need guidance on managing spam filters.
Users encounter errors or issues when accessing their
email accounts via the webmail interface.
Level 2 Support:
L2 Support Team shall be responsible to provide second tier of technical assistance to end-
users or customers encountering issues with Garaj Mail. This involves more complex issues
that cannot be resolved at the initial L1 support level. The common scenarios are as follows:
Users report consistent delays in receiving emails or missing
emails altogether.
Users experience issues with server settings or
configurations affecting email delivery or access.
Users report issues with authentication or
security features, such as two-factor authentication or SSL/TLS settings.
Users require assistance with configuring
advanced settings or custom configurations on their email clients.
Users encounter errors indicating mailbox corruption
or data loss and need assistance recovering lost data.
Users experience problems with email routing or
forwarding rules not working as expected.
Users request customization of spam filters to better suit
their preferences and reduce false positives or negatives.
Users notice slow performance or responsiveness
in the webmail interface and seek assistance in optimizing performance.
Level 3 Support:
The L3 support agents provide highest level of technical assistance to end-users or customers
encountering complex or critical issues with Garaj Mail through subject matter experts with
deep knowledge and specialized expertise. The common scenarios are as follows:
Users require assistance with advanced
configuration settings on the mail server, such as SMTP relay setup or mail routing
rules.
Users need assistance migrating email
accounts or transferring data between different mail servers or platforms.
Users experience consistent email delivery
failures, despite Level 1 and Level 2 troubleshooting efforts.
Users request custom scripting or automation
solutions to streamline email management tasks or integrate Garaj Mail with other
systems.
Users encounter performance issues with
Garaj Mail services and seek assistance in optimizing server performance or resource
utilization.
Users report security incidents or breaches related to
Garaj Mail services, requiring immediate investigation and remediation by security
experts.
Users seek guidance on
implementing high availability and disaster recovery solutions to ensure business
continuity and minimize downtime for Garaj Mail services.
Escalation Matrix:
| Email |
✓ |
✓ |
✓ |
| Calendar |
✓ |
✓ |
✓ |
| Mailing Lists/Groups |
✓ |
✓ |
✓ |
| Contacts |
✓ |
✓ |
✓ |
| Mailbox |
✓ |
✓ |
✓ |
| Antispam |
✓ |
✓ |
✓ |
| Anti-Virus |
✓ |
✓ |
✓ |
| Tasks |
✗ |
✓ |
✓ |
| Notes |
✗ |
✓ |
✓ |
| Folder Sharing |
✗ |
✗ |
✓ |
| Active Sync |
✗ |
✗ |
✓ |
| Storage |
5 GB |
5 GB |
5 GB |
| Price |
Rs. 799
Per Month
|
Rs. 999
Per Month
|
Rs. 1,199
Per Month
|
|
Add to Cart
|
Add to Cart
|
Add to Cart
|
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