Subject: Re: UTU Support Update
From: Saurabh Dadu <[email-masked]>
To: Ilma Afzal <[email-masked]>, "Pritish Nandi (LSM)" <[email-masked]>
Cc: LeeLing Teo <[email-masked]>
Date: Thu, 4 Jul 2019 23:23:54 +0000

Hi Ilma,

Thanks for your email. To answer your questions:

  1.  Ashish has configured the IVR's but we have not tested them yet. It will be done today.
  2.  Music for Call Waiting - We have asked our agency to format it to put IVR prompts on top of music. We are waiting to hear from them. Hopefully by this weekend, in the mean while the Music will play without the voice IVR on top during hold.
  3.  The phone system to Zendesk integration is already set, as soon as we activate and test the IVR, it will be live.
  4.  What is "PR", please clarify.

Kind regards,

Saurabh Dadu
LiveSalesman
India: +91 120 4332621 x 17
US: 1 240 949 2437
Cell: +91 9810175203
________________________________
From: Ilma Afzal <[email-masked]>
Sent: 04 July 2019 15:05:46
To: Saurabh Dadu; Pritish Nandi (LSM)
Cc: LeeLing Teo
Subject: UTU Support Update

Hi Saurabh,

Hope you’re well. Just checking in to see if we’re aligned, as our UTU Plus product may launch anywhere from now and mid next week.

Additional Deliverables we need from you:

  *   Are the IVRs ready to go? Both languages, etc?
  *   Has the music for call waiting been input?
  *   Most importantly, when will the calls be integrated into ZenDesk? Can you please advise as you sending over the call recording via email just isn’t ideal.
  *   Please send any PR over to us for billing purposes for any services, etc
  *   @Pritish Nandi<mailto:[email-masked]> have you been able to access the portal? Do you have any issues? Please do log all errors/problems with me.
  *   There is a UTU Plus section on the help center (which I added) that I may need your support on and need you to refine with the questions I gave you for UTU Plus – right now, theres an influx of 100% refund questions in there. Otherwise I’ll get to this at the soonest myself to amen.

Additional Deliverables I will provide:

  *   I’ve sent the Russian translations over. Music has been sent over.
  *   I’ve also tried to re-categorize the help centre so I will run it by the Management shortly for final approvals.
  *   I will hold another mock call session on Monday with Lily.
  *   I also want to have a call with you, Pritish & Saurabh perhaps sometime next week so I may share some insights I received from our current customers & so we can discuss next steps for member feedback. Please let me know availability for a call.
  *   App is being updated to provide the current hotline number so please be aware of this – call volume should pick up.

I will be out of office tomorrow and only back by Monday so if you need anything, please give me some time to reply and I’ll get to you at the soonest.

Thanks for all the hard work, guys. Appreciate it.

Best,

Ilma

[id:[email-masked]]

Ilma Afzal

Head of Social & Customer Support (Global)

HP:+65 87429640  [email-masked]

UTU Pte Ltd  

491B River Valley Road #04-02 Valley Point Singapore 248373 www.utu.global<http://www.utu.global/>

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