Six teams, one view per head

The platform is organised the way Titan Eye+ is run, so every head opens the console that belongs to them.

Platform map

Every module on the platform, the engine behind each one, and what it does on this brand.

Aiera Live · Titan Eye+ call desk

Two live voice agents run on this brand: a sales and enquiry agent, and a customer support agent. Both speak English with natural Hinglish switching, close within a 300 second ceiling and end with a WhatsApp or callback offer.

How a call is recorded

Enquiry and lead desk

Every enquiry gets a call attempt inside the hour, a reason code, and a dated next step. Nothing sits in a spreadsheet.

Live enquiry queue

Customer names are masked on this console. Source, category and ageing follow the live enquiry mix.

Funnel on current inputs

The appointment desk

An answered call is worth nothing until a slot is held. The desk holds the slot on the call, confirms it the day before, and writes the outcome back.

Appointment types held on this brand

Rules the desk follows

• A slot is only offered when the calendar shows it open; the agent never promises a time it cannot hold.
• Every appointment carries a named person at the store, not just a store name.
• A no show is called once, the same day, and re-offered a different window.

Service and warranty desk

Job intake, status calls and completion confirmation, so the customer never has to chase the store.

Escalation rules

• Any job past its standard turnaround is escalated to the store manager the same day.
• A second complaint on the same job goes straight to a senior advisor, never back to the agent.
• Warranty decisions are never communicated by the agent until the service centre has confirmed them.

Messaging desk

Not every conversation deserves a call. Where a message clears the volume more cheaply and more politely, the desk sends a message.

Messaging cost avoidance is modelled at the difference between a messaging contact and a voice contact on Indian rates.

Retention and dormancy

13,00,000 identities have gone quiet on this brand. The engine reads the customer book continuously and produces a dated call list per segment.

Segment sizes are modelled from the 900+ strong network and the published customer base. Every rate here is an editable input.

Prescription, recall and care plan book

Eye care repeats on a clock. The Titan Eye+ book is built from prescriptions, test dates and lens age.

How the desk behaves on it

• The agent never interprets a prescription or gives clinical advice; it books the optometrist.
• A customer who declines a recall is not called again in that cycle.

Book sizes are modelled from the 900+ titan eye+ stores and comparable programmes. Each one is replaced with the brand's own figure in the first data session.

Loyalty desk

Tier movement is the cheapest growth on this brand: a member about to slip a tier is worth a call, and a member one purchase away from the next tier is worth two.

What the desk does with it

Campaigns and launches

Each campaign arrives at the desk as a script, a call list and a stop rule, not as a brief.

Category focus in the current window

Campaign names describe campaign types, not confirmed Titan Eye+ plans. Call shares are modelled on comparable windows.

Recall and prescription trigger desk

Test dates, lens age and the annual eye check clock on every record.

Rules on the trigger

• Eleven months since the last test opens a recall call window.
• A child in the record moves the recall to six months, in line with paediatric practice.
• A screen heavy occupation in the record adds a lens coating conversation, not a price claim.

A trigger only ever opens a call window. It never sends an offer, a price or a discount on its own.

Concierge desk and home eye test

Not everyone can reach a store. The desk sends the test to them and keeps the record in the same place.

Uplift and routing shares are modelled on comparable appointment led retail. They are inputs, not claims.

Frame lookbook and lens guide

A short priced set of frames matched to face shape and prescription, with the lens options written in plain language.

What a brief carries

Marketing studio · Titan Eye+

Five campaign images and five reels built for Titan Eye+ from its own range, occasions and audience. Every frame is generated on brand and carries the concept, the channel and the call to action it was written for.

Five campaign images

1200 × 750 · feed

Eye tests, frames and lenses under one roof

Titan Eye+

Hero product still — pair of thin metal spectacles held to camera in a fitting room

Single subject, no clutter. Used as the anchor frame for the an annual eye check push and cut down for stories.

Product heroFamilies and screen heavy professionalsInstagram feed · Meta paid

Book a store visit

1200 × 750 · feed

Made for an annual eye check.

Titan Eye+

An annual eye check campaign frame

Human moment around the product, shot to run through the an annual eye check calendar in every region.

OccasionFamilies and screen heavy professionalsMeta + YouTube masthead

See the collection

1200 × 750 · feed

900+ titan eye+ stores

Titan Eye+

Store and service frame

Retail proof for local campaigns: the room, the advisor and the process a customer walks into.

Retail experienceFamilies and screen heavy professionalsGoogle Performance Max · local

Find your nearest store

1200 × 750 · feed

Free computerised eye test and in house lens fitting

Titan Eye+

Craft and proof frame

Macro proof frame used wherever the claim needs evidence: process, tolerance, certification, hand work.

Craft proofFamilies and screen heavy professionalsBrand film stills · PR

Read how it is made

1200 × 750 · feed

5 ranges, one ladder

Titan Eye+

Range and price ladder frame

Flat lay of the ladder from kids eyewear to prescription frames, used in CRM and catalogue.

RangeFamilies and screen heavy professionalsCatalogue · CRM email

Browse the range

Five reels

Each reel ships as a generated 9:16 film with the beat sheet it was cut to.

Campaign windows these creatives feed

Creative concepts are written from published Titan Eye+ range and occasion language. Visuals are generated for this console and are not shot campaign assets.

AI product portfolio · Titan Eye+

Five AI products designed for Titan Eye+ specifically, each naming the bottleneck it removes, what gets built, and the one number it moves. Scored on business impact against build effort.

Impact and effort are scored by the build team on the brand's own volumes, and are re-scored at the month six review.

Prescription recall agent

A prescription older than two years is the clearest reason to call a Titan Eye+ customer. This agent times the recall per customer and books the optometrist slot on the call.

How it works, end to end

The value, on Titan Eye+ numbers

Moves: Eye tests booked from recall. Every figure above is computed from the inputs on the value model console, so changing an input changes this table.

Quick demo: a two-year recall booked

Who uses it, and why it holds

Systems it needs

Rollout on this brand

Guardrails

• No clinical advice, power interpretation or diagnosis on any call; the agent books the optometrist and stops.
• Clinical register access is read only, with test dates and drift used solely to time the recall.
• Consent captured and logged in the first 15 seconds, with an immediate opt-out honoured across every channel.
• A single stop rule across the estate: the same Titan Eye+ customer is never worked twice for the same reason.
• Scored at desk, region and issue level, never against a named advisor.

Impact 90/100 against 40/100 build effort. Horizon Now, current stage Pilot, payback 5 weeks. Re-scored at the month six review.

Lens fitment and claim assistant

Fitment and coating claims are handled differently in every store and the customer feels it. This assistant captures the evidence once, applies the same rules and closes inside the stated turnaround.

How it works, end to end

The value, on Titan Eye+ numbers

Moves: Claims closed inside the stated turnaround. Every figure above is computed from the inputs on the value model console, so changing an input changes this table.

Quick demo: a coating claim closed on WhatsApp

Who uses it, and why it holds

Systems it needs

Rollout on this brand

Guardrails

• No price, discount or making-charge negotiation on the call; the agent states published terms only.
• Consent captured and logged in the first 15 seconds, with an immediate opt-out honoured across every channel.
• A single stop rule across the estate: the same Titan Eye+ customer is never worked twice for the same reason.
• Scored at desk, region and issue level, never against a named advisor.
• Recordings retained for the agreed window, then deleted; transcripts hold no card or ID data.

Impact 80/100 against 54/100 build effort. Horizon Next, current stage Prototype, payback 9 weeks. Re-scored at the month six review.

Enquiry-to-appointment agent

Every enquiry that reaches Titan Eye+ gets a call back inside the hour, in the language the customer wrote in, and ends with a slot held in a named store's book.

How it works, end to end

The value, on Titan Eye+ numbers

Moves: Enquiry to appointment rate. Every figure above is computed from the inputs on the value model console, so changing an input changes this table.

Quick demo: an enquiry called back in the hour

Who uses it, and why it holds

Systems it needs

Rollout on this brand

Guardrails

• No price, discount or making-charge negotiation on the call; the agent states published terms only.
• Consent captured and logged in the first 15 seconds, with an immediate opt-out honoured across every channel.
• A single stop rule across the estate: the same Titan Eye+ customer is never worked twice for the same reason.
• Scored at desk, region and issue level, never against a named advisor.
• Recordings retained for the agreed window, then deleted; transcripts hold no card or ID data.

Impact 80/100 against 29/100 build effort. Horizon Now, current stage Pilot, payback 6 weeks. Re-scored at the month six review.

Dormancy and reactivation engine

13,00,000 identities in the Titan Eye+ book have gone quiet. This engine ranks them daily and hands each store a dated call list with a reason on every name.

How it works, end to end

The value, on Titan Eye+ numbers

Moves: Reactivated customers per month. Every figure above is computed from the inputs on the value model console, so changing an input changes this table.

Quick demo: today's reactivation list for one store

Who uses it, and why it holds

Systems it needs

Rollout on this brand

Guardrails

• No price, discount or making-charge negotiation on the call; the agent states published terms only.
• Consent captured and logged in the first 15 seconds, with an immediate opt-out honoured across every channel.
• A single stop rule across the estate: the same Titan Eye+ customer is never worked twice for the same reason.
• Scored at desk, region and issue level, never against a named advisor.
• Recordings retained for the agreed window, then deleted; transcripts hold no card or ID data.

Impact 92/100 against 47/100 build effort. Horizon Now, current stage Pilot, payback 8 weeks. Re-scored at the month six review.

Conversation intelligence for the estate

Every Titan Eye+ call and chat is transcribed, coded to a reason taxonomy and rolled up to region, store and category, so the rising objection is on the leadership pack the week it rises.

How it works, end to end

The value, on Titan Eye+ numbers

Moves: Objections resolved before escalation. Every figure above is computed from the inputs on the value model console, so changing an input changes this table.

Quick demo: last week's rising objection

Who uses it, and why it holds

Systems it needs

Rollout on this brand

Guardrails

• No price, discount or making-charge negotiation on the call; the agent states published terms only.
• Consent captured and logged in the first 15 seconds, with an immediate opt-out honoured across every channel.
• A single stop rule across the estate: the same Titan Eye+ customer is never worked twice for the same reason.
• Scored at desk, region and issue level, never against a named advisor.
• Recordings retained for the agreed window, then deleted; transcripts hold no card or ID data.

Impact 91/100 against 47/100 build effort. Horizon Now, current stage Prototype, payback 10 weeks. Re-scored at the month six review.

Store network

900+ Titan Eye+ stores, read region by region, with demand and staffing pressure next to each other.

Store level signals the desk acts on

• Enquiry volume above what the store roster can answer, two weeks running.
• Appointments booked but not honoured, by store and by advisor.
• Requests for stock the store does not hold, so transfer replaces a lost sale.

Stock and availability

The desk stops promising blind. Before an appointment is offered, the enquiry is matched against what the store actually holds.

What happens when the piece is not there

• The desk names a second store in the same city before it names a date.
• A transfer is raised with a dated arrival, and the customer is called when it lands.
• A repeated gap in the same category at the same store is written into the store audit.

Availability percentages are modelled against the category plan. They are replaced by the live stock feed at go live.

Store audit

Display, stock and process compliance scored on the same rubric everywhere, with a dated action against every gap.

Rubric

One audit cycle covers 25% of the points of sale in a quarter, so every point is seen at least once a year. Scores, actions and ageing are modelled on audit cycles of comparable networks.

Conversation intelligence

Every conversation is transcribed, coded and counted, so the brand learns what customers are actually asking, not what the desk remembers.

What comes out of it every week

Coding is at issue level. No individual customer and no individual advisor is profiled or ranked.

Call analysis

Every Titan Eye+ conversation is transcribed, coded and scored: what the caller wanted, what stopped them, what was promised and what happened next. This is the record the desk, the campaign team and the store network all argue from.

A day off the desk, identities masked

What stopped the call, and what the desk did next

What the transcript is mined for

Transcript volumes and scores are modelled on the current script until the brand's own telephony is connected. Caller identity is masked in every screen and every export.

Caller coaching

Every call the Titan Eye+ desk makes is scored on the same six behaviours, and the lowest scoring behaviour becomes next week's drill. Coaching is written at desk, region and issue level, never against a named individual.

The six behaviours, and where the desk stands

Lowest adherence right now is proof used at 51%. That is the drill below.

Region scorecards

This week's drills, written from lost conversations

How a drill reaches the floor

• Monday: the week's calls are scored and the lowest behaviour is picked by number, not by opinion.
• Tuesday: three good calls and three weak calls on that behaviour are clipped, with identities masked.
• Wednesday: the script line is rewritten and pushed to both the human desk and the voice agent.
• Friday: the same behaviour is re-scored and the movement is reported to Head of retail.

Scores are modelled on the current script and comparable Indian voice desks until the brand's own recordings are connected. No individual advisor is ranked, scored or named in any output.

Quality record

Every conversation is scored on the same five dimensions, at issue and store level, so quality is a number the brand can argue with.

Market sense · web intelligence

Six buckets, read off the open web for Titan Eye+: competitor moves, category demand, the brand's own online reputation, the price and offer message in market, retail expansion, and the social conversation. Each bucket opens with the analysis — how the brand is actually doing on that front and what to do next — and the sources it was written from sit underneath it as the evidence.

Who is tracked against Titan Eye+

Category read as: optical retail and eyewear India. Reputation read from consumercomplaints.in, mouthshut.com, trustpilot.com and open consumer forums.

Written off 60 sources for Titan Eye+. Every claim is backed by the linked sources under each bucket.

How each bucket is built

Results are ranked by how sharply they read against the brand, so complaints and competitive moves surface first. Severity is a keyword read on the headline and summary, not a judgement.

Value model

Move any input. Everything recalculates. Every figure starts from the published Titan Eye+ network and is editable.

Service saving is modelled at ₹42 of handling cost avoided per conversation the desk closes without a store call back.

Data readiness

What is connected on day one, what is modelled today, and what Titan Eye+ needs to hand over for the pilot to go live.

What is needed to go live

• A contactable customer extract with consent flags, in any format.
• Store and advisor calendars, or a single sheet per region to start.
• One session with the Titan Eye+ team to replace every modelled volume with the brand's own.

Required inputs

What the Titan Eye+ team hands over, in whatever format it already exists, for the pilot to run on the brand's own numbers.

Nothing here blocks the console. Every input replaces a modelled figure already on the screen.

Method and limits

How the pilot runs on Titan Eye+, week by week, and what the system will not do.

What this system will not do

• It will not quote a price, a discount or a making charge outside the published range.
• It will not claim a warranty outcome before the service centre has confirmed it.
• It will not call a customer who has declined or opted out, for any reason.
• It will not score, rank or profile an individual customer or an individual advisor.
• It will not pretend to be human when asked directly.

Commercial terms

One flat retainer for the platform and the desk, usage billed as pass through at cost, and a review at month six.

Governance

• No individual customer is scored, profiled or ranked. Quality sits at store and issue level only.
• Consent and do-not-call flags are respected on every attempt, with a stop rule per segment.
• Every conversation is retained for a stated window and is available to the brand team in full.