Drishti launches Ameyo PACE - the successor to Predictive Dialing - - ContactCenterWorld.com Blog
Ameyo PACE, Pro Active Connect Enhancer, is the latest innovation from Drishti Labs. It is a software module that works in conjunction with the Predictive Dialer and helps businesses to enhance the end results by adding intelligence to the overall process of outbound dialing. With PACE, the campaign manager can configure a smarter contact strategy based on various advanced parameters including customer segment and interaction history.
In today's cut-throat competition, campaign managers are challenged with ever-growing demand for higher productivity and adherence to stricter regulations & compliances. Even with latest tools and technology, there is still a lot of human dependency for customer contact management & decision making for day-to-day operations in a contact center.
As Nayan Jain, CTO, Drishti-Soft explains - "In our research, we found that there is a need for a tool to help contact centers configure and automate business policies and contact strategies. We focused our efforts into developing an innovative solution that addresses this need. Hence, PACE came into existence. With pluggable business intelligence, PACE would boost the productivity of contact center processes by up to 30%."
PACE acts as an assistant to the campaign managers and helps them define, configure and automate business specific processing of customer contacts. Besides, maximizing the customer connects, PACE also reduces telecom costs thus enabling an overall increase in end productivity. The module can deliver significant increase in the business results of an outbound campaign as compared to a Predictive Dialer alone.
PACE has already been beta tested at Total Soft Solutions. Elaborating the claim further Ashish Bhatia, Managing Director, Total Soft Solutions, says – "PACE has been tested successfully at our premises. We started with rudimentary configuration for the initial run and observed 19% enhancement in connect rates and over 9% reduction in telecom costs. These results were quite surprising for us and also made us more ambitious about the business benefits we can derive by configuring process specific intelligence to PACE."
By establishing a more intelligent contact strategy based on customer profiling parameters, contact centers not just connect better to their customers but also achieve significant reduction in nuisance calls to important customers. This in turn helps deliver a better customer experience.
About Drishti ( www.drishti-soft.com )
Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises and Contact Centers. Their customers enjoy significant benefits in terms of increased efficiency, reduced operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.
Publish Date: May 31, 2010 2:58 PM