Drishti launches new innovation for outbound contact centers - - ContactCenterWorld.com Blog
Being a leader and an innovator in outbound dialing solutions, Drishti delivers yet again with Parallel Predictive Dialing (PPD). Thinking beyond the usual is a custom at Drishti Labs. The earlier innovation PACE or Pro Active Connect Enhancer worked on streamlining the customer contact process and delivered measurable increase in connect rates while lowering telephony expenses by minimizing unproductive dialing attempts. Now with PPD, Drishti simplifies the customer-specific dialing processes. The new dialing mode is a customer-oriented solution that granulates the outbound dialing strategy to achieve a more targeted campaign.
The basic idea of PPD arises from the fact that for any company there are diverse set of customers. For a personalized dialing campaign, each customer segment requires pre-defined call management parameters. Defining the dialing mode and managing the various campaigns can become a pain for any outbound contact center. Simplifying the job, Parallel Predictive Dialing consolidates diverse dialing campaigns (based on process requirements) while doing parallel prediction for each.
Aditya Bharadwaj, Product Expert, Drishti Labs elaborates further - "Many BPOs face challenges related to multiple-skill requirement for a target customer segment. To manage an effective contact process, they create several campaigns resulting in tedious management process for each. Resource management and skill-management is a major issue in outbound contact center. Till now, we saw that there was no focused solution to this problem. Working closely with our customers (BPOs), we devised Parallel Predictive Dialing to enable targeted, skill-based outbound dialing. The application is running many of our client sites and delivering them enhanced results alongside simplified operations."
Parallel predictive dialing is a step further by Drishti Labs to address the prevailing issues in outbound contact center environment. Defining the contact strategy by assigning appropriate agent-skills was limited to inbound processes until now. With PPD in action, contact centers can apply skill-based dialing for targeted outbound campaigns. Carrying forward the legacy of innovative applications, PACE and now PPD create a strong outbound focused technology portfolio for Drishti-Soft.
About Drishti (www.drishti-soft.com)
Drishti-Soft Solutions Pvt Ltd. is one of the pioneers in IP Telephony in India. Their award-winning contact center software Ameyo directs more than 1 million customer interactions every day for more than 600 companies across the globe. With advanced communication management capabilities, Ameyo software suite connects customers with the right resources – self-service or assisted service – to fulfill customer requests, optimize customer care goals and efficiently use resources. Ameyo empowers the deploying enterprise to leverage their entire organization, from the contact center to the back office, to improve the overall customer experience.
Publish Date: April 11, 2011 3:05 PM