Drishti's IPCC helps Contact Center to win business over competitors deploying legacy solution - - ContactCenterWorld.com Blog
Gurgaon, March 30, 2010: With rapidly segregating markets, businesses are getting very precise in their demands from the technology powering their processes. As processes are growing more complex and critical, speed of execution for making changes or new enhancements combined with elimination of system failures takes center stage. The contact center business is displaying major shift from rigid legacy solutions to the smarter technology. Drishti witnessed one such incident where, one of their clients Transgenez BPO won a major customer process over a big competitor. The underlying issues were increasing system failure and technology rigidity towards process changes.
Since, the points of failure in a traditional multi-box approached IT solution are more and any failure requires costly downtime for fixing the hardware or legacy technology component. Contact centers with such solutions fail to adapt to business needs. Moreover, the legacy technology does not provide any powerful tools for implementation of day-to-day process changes. Ameyo, the all-in-one contact center suite from the house of Drishti provides the reliability and flexibility to power critical customer processes. With built-in multi-level redundancy, the solution eliminates business loss due to system failures. Service oriented architecture (SOA) and Model Driven Architecture (MDA) of Ameyo allows rapid application development. Advanced designer tools help contact centers to engineer and implement a new change in fraction of time and cost in comparison to a traditional solution.
Drishti's Ameyo IPCC became the technology powering a major customer process for Transgenez. The business challenges in this deployment were not just process innovations at the root level and high availability but also a lightning fast implementation. With time critical and demanding customer process to bid for, Transgenez could not afford to go wrong. Any system failure and process delay was an essential loss to the client and thus a major determinant for their business relationship with Transgenez. Ameyo was already powering their outbound campaigns. The system availability of Ameyo was highly impressive for their new client. The expertise of Transgenez coupled with Drishti's intelligent technology transformed this process into a major success from day one.
Dhaval Kumar Gat, Group CEO, Transgenez elaborates on how Ameyo helped them in their business scaling operation - "Transgenez is a technology savvy boutique outsourcing company with offices in India, USA and UK. With deep industry and functional expertise, leading technology practices, and an advanced global delivery model, we help clients transform their highest value business processes. Our new client process was in its pilot phase and required the technology infrastructure to be up in 2 days. Drishti's team took the challenge and delivered a full-featured inbound solution with built-in multi-level redundancy to power this process without a blip. With a smart technology like Ameyo, we could meet the pre-defined KPIs from initial stages itself."
Unlike the conventional silo approach with disparate systems that lead to bad interfacing, increased downtimes, operational inefficiency and high TCO (Total Cost of Ownership), Ameyo eliminates multiple interfaces for IT and operational rigidity that is characteristic of many traditional contact center technologies. Ameyo dynamically responds to the challenges faced by emerging enterprises like Transgenez by ensuring business availability for maximum customer contact and reducing operational complexities for effortless management. The architectural flexibility of Ameyo delivers least turn-around time and rapid feature development that allows the customer to scale up their process as per business needs within the same IT infrastructure.
Transgenez Solutions & Engineering Pvt. Ltd. is a leading BPO with clients based out of United States, United Kingdom, Australia, Canada and the Middle East. They have a rich and deep experience in serving clients across the globe. The founding members of Transgenez have built a legacy of service quality and high profitability. They are known for their ability to transform the way businesses are managed globally.
About Drishti ( www.drishti-soft.com )
Drishti-Soft Solutions Pvt. Ltd. Is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in 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: March 30, 2010 12:23 PM