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Drishti's contact center software Ameyo wins TMC Labs Innovation Award 2011

Drishti, a leading communication solutions vendor bags the prestigious TMC Labs Innovation Award 2011. The award organized by TMC, a global media company is presented by Customer Interaction Solutions magazine. Drishti won the award for its Ameyo Communication Suite - the contact center software powering millions of customer interactions across the globe.

The TMC Labs Innovation Awards are presented to product innovations in the ICT (Information Communication Technology) domain. Uniqueness of features, significance of their contribution to the industry and commercial viability become the deciding factors for short listing of the winning products.

In the words of Rich Tehrani, CEO, TMC - "New companies, new products and new services in the CRM and call center industry are being created all the time. The TMC Labs Innovation Award distinguishes the companies that make significant contributions in the advancement of the CRM and contact/call center industry."

"Drishti is pleased and honored that Ameyo Contact Center Suite has been recognized by TMC Labs Innovation Award 2011." said Sachin Bhatia, Co-founder, Drishti–Soft Solutions. "The Contact Center solutions market followed a fixed line approach which clearly ignored the challenges faced by emerging markets. However, with dynamic economic forces and ever-evolving business environment, innovation is a dire need. Our approach is simple - work closely with the customers, understand the nitty-gritty of their business and come up with solutions that add unmatched efficiency and value. Today, Ameyo is behind some of the most complex and innovative business processes, and we are determined to take it further." - adds Sachin.

Ameyo defies the legacy hardware approach. It is an IP-based solution that brings the most comprehensive feature set to power communications processes for today's consumers. Besides, automating routine operations, Ameyo provides for complete business process mapping.  The solution is built-from a very agile, flexible platform that can be scaled up, enhanced, and packaged as desired. Enterprises get the power to implement innovative strategies and complete control of entire customer interactions cycle. The solution has won appreciation from both the users as well as top industry bodies. The 2011 TMC Labs Innovation Award only adds to its credentials.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. 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.

About TMC

Technology Marketing Corporation (TMC) is a global, integrated media company helping clients build communities in print, in person, and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, InfoTECH Spotlight and Next Gen Mobility, premiering in September 2011, magazines.  TMCnet.com, which is read by two million unique visitors each month, is the leading source of news and articles for the communications and technology industries.
 
About Customer Interaction Solutions Magazine

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry.    

Publish Date: September 12, 2011 12:51 PM


Ameyo Call Center Software enables more efficient technical support operations for Wondersoft

Gurgaon August 2011: Leading contact center solution - Ameyo becomes the technology behind well-managed technical support unit of Wondersoft. Using Ameyo's unique customer service management tools, diverse product support units of the company were unified under a single Tech support umbrella. Providing remote routing services, Ameyo lifted the restriction of walled office for the support engineers. The Chennai-based software product company was able to prioritize customer calls and connect their best available agents for better query resolution.

Talking about the results delivered, Mr. C. Sabhari Shankar, CEO, Wondersoft Pte Ltd. - "Using Ameyo for our support desk operations was a whole new experience. From scattered processes, we transformed to structured, classified and effective customer management. Ameyo's quality monitoring and reports also gave us a granular view and analysis of day-to-day operations. The solution helped us deliver better customer satisfaction."

The software applications vendor was able to provide more effective troubleshooting services to their customers with the help of a robust technology solution powering their operations. They could prioritize the AMC subscribers and also connect specific product support queries to their on-field engineers.

Besides structuring and automating the processes, Ameyo also provided for real-time view of the operations. Combining these with customized Ameyo reports, Wondersoft could analyze the resource performance and also innovate for better service delivery. By simplified IT management, the company could focus on sales and promotions while promising utmost support to their customers.

About Wondersoft

Established in 1996, Wondersoft Pte Ltd. is a software applications vendor. Headquartered in Chennai, the company provides unique and solutions for retail and distribution businesses.  Wondersoft constantly upgrades their technology, and is also among the few in the industry to have their current version of products in the latest .Net technologies. With over 6000 satisfied customers in India and abroad across various segments, Wondersoft has established itself as a trusted technology partner.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. 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.

Publish Date: August 29, 2011 10:46 AM


Ameyo Call Center Software powers the first directory services helpline of Nigeria

Ameyo - the award-winning communication suite from Drishti becomes the technology behind the very first phone-based directory services in Nigeria - vConnect. The company was looking at advanced automation for complete customer interaction management. Ameyo not just helped them consolidate their customer care processes but also helped them create new business opportunities. Transcending from the existing disparate business applications to a more homogenous contact center technology, vConnect achieved unprecedented business expansion and efficiency.

"Within a few months of business operations using Ameyo, we have expanded to over 35%. The number of calls received per day has increased rapidly and Ameyo has proved to be very effective in managing them all. Our customer service representatives are more adept at answering customer calls with prompt information availability thanks to the Ameyo interfaces. The solution has also empowered us with real-time performance analysis and tools to manage our resources for better productivity." - says Deepankar Rustagi, General Manager, vConnect.

For services like vConnect, prompt and reliable service can mean all the difference. The popularity gained by vConnect info line can be credited to value add by Ameyo. The flexible architecture of Ameyo makes integrations with third party applications easy and quick. Integration of the CRM, Database and telephony components to a single platform enabled rapid information management. Besides this, the solution also utilized all existing business systems including a PBX thereby saving the initial investments. Graduating from emerging services to market-accepted stage, vConnect is confident that Ameyo would provide them a scalable and reliable technology base to support further business expansion plans.

About vConnect

vConnect is the largest information service provider & no.1 local search engine in Nigeria. Bridging the gap between information seekers and providers, vConnect provides easy and quick tele-search mechanism whereby the information seeker can just dial to 070 0000 8888 at no extra charges, and all the information will be delivered from the most extensive database of Nigerian businesses listed with the info line. Adding innovative services to their portfolio, the company has employed latest technology infrastructure to carve out a niche in the segment.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. 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.

Publish Date: August 22, 2011 10:16 AM


Ameyo Call Center Software to power outbound calls for Selfinity BPO

Award-winning call center software Ameyo becomes the technology platform of choice for Selfinity BPO, Bangalore. Ameyo helped them solve the problem of downtime that was eclipsing their business productivity. The solution delivered more connects and ultimately better resource performance. With a reliable solution to power their operations, Selfinity could plan business expansion on both scale and capabilities.

Talking about Ameyo, Chandrashekar N, President & CTO, Selfinity says - "After experiments with the big brands as well as open-source technology platforms, our search ended with Ameyo. The solution is reliable and delivers well in high-demanding international dialing scenarios. Apart from very meaningful agent interfaces, the single-window administrator/ supervisor view was exceptionally good. Also, the entire setup implementation was extremely orchestrated and in less than 48 hours the platform was deployed and put into production. The results were immediate productivity shot up by 40%."

Ameyo presents itself as a complete solution that seamlessly maps to the existing business processes of an enterprise. The SOA and MDA based solution architecture of Ameyo gives it a flexibility to allow smooth scalability of operations without much hardware investment. Along with a rich feature set, care has been taken in designing the Ameyo UIs that make it easy to operate and manage. The features are backed by a reliable technology platform that delivers very high uptimes of the order 99.9% and more.
 
About Selfinity

Selfinity Solutions Private Ltd is a leading global sales & marketing company. Having spent years in developing a highly differentiated BPO offering, Selfinity brings to the table a deep industry and business process knowledge, a partnership approach, comprehensive service offerings and a proven track record to deliver business value to many of the world's leading companies. Operating on a unique organizational model, Selfinity combines lean process management and highly scalable technology environment to ensure that the clients derive targeted BPO advantages through their offshore outsourcing.

About Drishti(www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. 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.

Publish Date: August 1, 2011 10:45 AM


Jyothy Fabricare choose Ameyo as the call center technology for FabricSpa venture

Ameyo enables a centrally managed multi-site contact center network for 'FabricSpa' venture of Jyothy Fabricare Services Ltd (JFSL) - a subsidiary of Jyothy Laboratories Limited. The award-winning call center software from Drishti would be helping them in setting up their customer support centers across major cities in India for their premium retail laundry care services.

Talking about the technology, Mr. Ravi Razdan - Head Systems - Jyothy Group, says - "Fabricspa is a venture close to our hearts. It is based on the customer service we deliver. Ameyo helped us map customer calls in timely and efficient manner. We could manage all our customer's calls out of our centralized call centre and ensure superior service. Drishti team enabled quick and smooth integration of Ameyo with our CRM."

Elaborating, Girisha R, Sales Manager, Drishti-Soft says -"The very concept of 'Fabricspa' combined with the planning and execution makes it unique to the industry. A membership-based laundry service, 'Fabricspa' also includes a door-to-door pickup and delivery facility. Apart from retail clients, a major chunk of JFSL's business comes from the corporate segment such as airlines, hotels and service-apartments. The customer interactions for each segment would require specific call treatment features. Ameyo’s capabilities to effectively power interactions based on customer-segmentation will prove to be highly useful to the organized laundry service venture of JFSL."

Ameyo helped consolidate the customer interactions happening across main service station, quick service stations and various collection and delivery stations irrespective of the geographical distribution. Seamless integration of Ameyo with the existing business applications also resulted in run-time coordination with the field team with updates on the daily delivery/ pickup schedules.
 
About JFSL

Jyothy Fabricare Services Limited, provides premium laundry services under the brands JFSL Corporate, Fabricspa, JFSL Rentals, Fabricspa Busyeasy, and Snoways. The company was incorporated in 2008 and is based in India. Jyothy Fabricare Services Limited operates as a 75% subsidiary of Jyothy Laboratories Ltd. Through business acquisitions across leading cities, JFSL is creating a nation-wide network of Laundry Services stations to grab a major part of the organized laundry service industry in the country.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. 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.

Publish Date: July 18, 2011 8:23 AM


Drishti launches DNCIndia.com – FREE service to telemarketers for easy DNC compliance

Drishti launches DNCIndia.com - a web interface for telemarketing companies to easily manage TRAI regulations related to UCC. Currently in the beta stage, the website provides DND/ DNC scrubbing of the calling lists as a free service to its registered users. Looking at the problem of Unsolicited Commercial Calls (UCC) from the telemarketer’s perspective, DNCIndia.com is a quick, easy and reliable compliance management platform for companies doing mass-scale outbound calls for marketing.

The TRAI regulations bar telemarketers from sending commercial communication to telephone numbers registered as Do-not-Disturb (DND) numbers. NCPR or National Customer Preference Register is a national data base containing a list of all such telephone numbers. The telemarketers are required to download the periodically updated database and remove the blocked numbers from their calling lists.

Highlighting the business problem being targeted through DNCIndia.com, Sachin Bhatia, VP Business Development, Drishti-Soft says - "With a combined initial database of 13.07 Crore telephone numbers (increasing every minute), maintaining a local database becomes cumbersome and resource consuming for the telemarketers. With DNCIndia.com, the telemarketers get an online platform for DNC scrubbing. They do not have to worry about localized data warehousing, dedicated IT resource for managing the updates, ensuring the infrastructure reliability etc. DNCIndia.com takes this all."

Adding further, Bhatia says - "Extending the DNCIndia.com platform, we also offer automation via APIs for integration with the existing dialers or PBXs to over-write manual intervention. As a pre-integrated solution, Drishti also offers Ameyo - high-end communications suite for large call centers and AmeyoXchange - a complete contact center solution for SMB BPOs for automated DNC database synchronization. The registered users also get a facility to opt for notifications services available via Email or SMS to configure business critical alerts useful to their operations and for audit purposes."

Services like DNCIndia.com help reduce nuisance calls to the subscribers since the telemarketing lists are filtered of registered DND numbers. Besides the current services, Drishti plans to extend the DNCIndia.com platform further to provide connectors and open APIs. This would enable other contact center solution providers and PBX application developers to offer DNC service-integrated business solutions to their customers.

About Drishti ( www.drishti-soft.com)

Drishti-Soft Solutions Pvt. Ltd. is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth. 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: July 4, 2011 10:17 AM


Ameyo felicitates customer interactions for diversified business house

Ameyo enables customer interaction management for Seven Seas Edutech. For a diverse service portfolio in education consultancy and manpower services, Seven Seas Edutech caters to mass student/ customer queries on a daily basis.  Ameyo helped them consolidate the interactions, map the caller profiles and also automate multi-department call routing for effective query resolution. With a centralized automation system to track and manage the calls, the company could focus on their core competency areas i.e. consultancy services.

Talking about the technology benefits, Shantanu Agarwal, MD, Seven Seas Edutech says - "We have a distinct customer segment, which comprises of students who plan to study abroad, calling us daily. Mapping the customer query and routing it to the concerned department was becoming cumbersome as number of call rose commendably with business expanding into horizons like Career counseling and HR services. Ameyo not just automated the call handling process but also added efficiency to it. We could handle more customer/ student queries in lesser time. Considering the scalability factor of Ameyo, we do believe that as we venture into new segments of business, the solution would be able to support us and deliver value."

Enterprise communications have evolved from a random query resolution to a more structured contact strategy. Ameyo with Services Oriented and Modular architecture gives a flexible technology base that can integrate and adapt to the dynamic CIM (Customer Interactions Management) needs of enterprises. Defining the contact strategy and weaving business processes around the solution infrastructure becomes easy with Ameyo. With advanced contact center features and innovative developer tools, Ameyo is equally capable of supporting the technology needs of call center as well as emerging businesses.

About Seven Seas Edutech

Seven Seas Edutech is a multi-faceted growing enterprise. Established in 2009 as an Integrated Recruitment Consultancy Firm, today Seven Seas Edutech has expanded its service portfolio to overseas education business and higher-education consultancy. For the recruitment & manpower services, the company has experience in core industry verticals including Infrastructure Development, IT, Telecom, Banking, FMCG, Retail, Apparel Industry, Engineering and Health Care. For education consultancy services, they have strategic tie-ups with leading universities to provide higher-education and study abroad-services to the enthusiastic student base. With a strong technology backbone, the company has been successful is creating a sound market standing.

About Drishti(www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth. 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: June 27, 2011 1:02 PM


Ameyo awarded as the "Best Contact Center Technology Platform" at MECC 2011 in Dubai, UAE

Drishti-Soft along with their VAR (Value Added Reseller) - City Services exhibited at the Middle East Call Center Event 2011 held in Dubai, UAE. Along with a highly successful stint at the exhibition, the companies also won a joint-award for their technology deployment at Department of Transport (DoT), Abu Dhabi.

Drishti's Ameyo Communication Suite was appreciated as the "Best Contact Center Technology Platform" by the Insights team. With another award in the kitty and tremendous response from audience at a renowned industry event, Drishti-Soft can look forward to some good business in the Middle East.

Elaborating on the awards, Dominick Keenaghan; CEO of INSIGHTS Middle East and chairman of the awards committee said - "The two-day MECC event also comprises of the prestigious MECC '11 Awards Night, which recognizes excellence in the regional call center sector. The widely celebrated awards have been a measure for distinguished customer services solutions and practice for years, due to the strict process of qualification and selection of winners. Categories span call center performance, outsourcing practice and specialty contact centers. For the 'Best Call Centre Technology Platform', we chose - City Services Consultancy/Drishti- Soft."

Adding further, Keenaghan said - "Not only have the companies provided customer care solutions to various clients; they have also maintained their distinct technological competitiveness. By adopting Drishti's Ameyo Call Center technology platform for customer interactions management at DoT, this partnership has resulted in this year's Best Call Centre Technology Platform award"

Expressing the Drishti Vipin Jethi, VP Sales & Head of Business Strategy for EMEA, Drishti-Soft said - "After having captured the SMB Contact Center market in India, Philippines, Malaysia and Indonesia, Drishti plans to replicate the success in Middle East region. The award reinstates our promise as a trusted technology vendor for contact centers."

About MECC

The annual Middle East Call Centre 2011 show (MECC '11) offers the region's top call centre professionals a unique, expert-led forum to get up-to-date with the industry's latest trends and developments, discuss common issues, test-drive new technology and re-invigorate their current development plans. Organized by INSIGHTS, MECC is recognized as the premier regional call centre event for the Middle East.  The show features the region's leading call centre exhibition where many new products, services and companies are launched and the annual Middle East Call Centre Awards Dinner to honour outstanding performance and results by the region's top performers.  Networking, quality and inspiration are bywords for the MECC experience, one that is clearly appreciated by the large number of repeat attendees from one year to the next.  

About City Services

City Service Consultancy (CSC) is a nationwide ISO 9001:2008 and SME (Sheikh Mohammed Enterprises) certified Consultancy Company head quartered at Dubai UAE. Established in 2006, CSC  is  focused on providing high quality consulting services in core areas like civil construction, Architecture, Information Technology, Call center, petrol-chemicals Aeronautical , Chemical, Mechanical, Electrical, Production, Marine, Marketing, Hotel, Telecommunication industries and government bodies etc.

About Drishti(www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth. 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: June 8, 2011 12:29 PM


Drishti-Soft participating in MECC Conference 2011 at Dubai, UAE

Leading communication technology provider Drishti-Soft, announces participation at this year's MECC event being held in Dubai. The company would be exhibiting and presenting their award-winning contact center solution - Ameyo. Drishti's participation is a part of their market capture strategies for the Middle East region. They would be showcasing interesting innovations in communication technology that can empower an enterprise to take their customer care and sales to the next level of business efficiency. With a huge untapped SMB/ Enterprise market available in the Middle East, Drishti looks forward to captivating the audience's interest.
 
Taking about their market penetration plans, Vipin Jethi, VP Sales, Drishti-Soft says, Vipin Jethi, VP Sales, Drishti-Soft says - "We understand the technology needs of an emerging enterprise and the challenges it faces. Working closely with our channel partners and our customers in the Middle East has given us an insight into the market's psyche. Further, we plan to enter into mature business alliances with reputed local enterprises besides setting up our own sales and support center in the UAE to create a wider reach."

The MECC Event is a respected industry congregation that has driven focused crowd for the past 15 years. Showcasing their product and latest innovations in Dubai, would take Drishti's Middle East presence to a broader spectrum of audience. The past work of Drishti at companies like DoT, Abu Dhabi has been appreciated by the industry and has given them a stronghold in the market. With higher ambitions to be achieved, Drishti is planning a carefully structured marketing strategy to capture a larger pie of the small and medium contact center market in the Middle East.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth. 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: May 24, 2011 12:59 PM


Leading online travel company chooses Ameyo to power their customer support center

Ameyo - the award-winning contact center software from Drishti-Soft becomes the technology behind a highly effective customer service center of Metglobal. The latter being a leading hospitality and online travel company caters to a global clientele with specific attention on developing long-lasting customer relationships. With Ameyo as the technology, they established their own in-house help desk-cum-support center-cum-sales office where they could define the customer experience and ensure best service delivery crucial for a good hospitality business.

Elaborating on the business case, Varun Bansal, Country Manager, BD, Drishti Philippines Inc says - "Metglobal was in a business expansion stage where they were keen on streamlining their service delivery platforms. Having had problems of appropriate customer service and frequent call drops due to application failure from their previous solution, they were keen on having a more reliable solution to power their customer service operations. Ameyo enabled them to integrate the calls from separate toll-free numbers into a unified system, automatically connect their customers to the best available agents and also manage their operations with real-time monitoring and extensive reporting."

Adding further, Bansal says - "Metglobal has plans to further expand and upgrade their customer service center. Ameyo's extensive platform supports instant scalability thus making it easy for them. They would also be integrating instant payment option for a quicker service delivery. With Ameyo, this can be done quickly and affordably along with compliance to all financial transactions-related regulations."

Talking about their experience with Ameyo, Stephen Casio, Country Manager at Metglobal says - "Our customer service center has delivered us great productivity ever since we got Ameyo on-board. The solution has given us multiple technology capabilities in a single package. It has helped us scale our operations smoothly and manage our customers more effectively. The system-generated reports have helped us in streamlining the operations and enhance the processes. We recommend the solution as a good ROI." As a special mention, Casio adds - "The Business Development Manager and the technical team have provided A1 assistance beyond our contractual relations."

About Metglobal

Metglobal Philippines Inc is a major online travel company with offices in Europe, the United States and Asia. A leading provider of accommodation booking services in the travel market, Metglobal offers innovative technology-driven travel distribution services worldwide benefiting both consumers and industry partners alike. The core of Metglobal's success is building sustaining relationships with our partners through our unbeatable rates, efficient use of technology and dedicated customer service.

About Drishti (www.drishti-soft.com)

Drishti Philippines Inc 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: May 19, 2011 10:12 AM


Ameyo helps establish an effective customer service center for DoT, Abu Dhabi

In order to provide better services to the public, and in line with Abu Dhabi Department of Transport's (DoT) overall strategic plan, a well-structured Customer Contact Center was setup with the aim to meet all customer needs and respond to their constructive feedback in an ongoing manner. With Ameyo as the technology base, a multi-lingual and multi-channel IVRS was implemented to enable the customers to contact DoT for any service information, feedback, suggestion or complaint they wished to share. Ameyo also provided a structured ticketing system along with a transparent tracking system to ensure that the customer voice did not go unnoticed and each query was resolved appropriately.

Talking about the deployment, Ali Moidu, Chief Operating Officer, Dubai Technologies (Channel Partner of Drishti-Soft) says - "DoT's call center is a platform for the commuters to procure information as well as voice their problems/ suggestions regarding the offered services. The aim is to enable DoT to handle consumer queries and complaints in an accurate and timely manner. Ameyo's automated voice response solution reduced the call handling time and enhanced the unit's productivity significantly. Ameyo's reporting and quality monitoring features enabled DoT to track their processes and hence, improvise services."

Prior to Ameyo, the Transport authority was using legacy practices to manage their customers. Manual call handling, manual recording and reporting and no follow-up or tracking system resulted in low operational efficiency as well as dropping commuter satisfaction levels. In the era of highly advanced automation systems and applications to handle the operations, DoT was lagging behind.

Ameyo brought in a structured query handling and feedback registering process. The commuters could contact the authority in their preferred language, ask for information on the bus service or new offerings, connect to a department of their choice and even register complaints by either phone or Email. Adding proper logging and tracking to this, DoT reduced their turn-around-time for each call to minimum. SMS notifications of the query status added to the customer satisfaction levels that were evident from their commuters' responses.
 
About DoT

DOT or Department of Transport, Abu Dhabi was envisioned to deliver a world-class transport system and develop a modern, comfortable & reliable public transport system linking the island of Abu Dhabi. With constant up-gradation of services and service delivery platforms, DoT is in the process of creating a highly sophisticated transport network that will move people and materials efficiently through the Emirate, in a way that contributes to the quality of life for all residents, businesses and visitors.

About Dubai Technologies

Dubai Technologies specializes in the field of supply and implementation of transport systems, Automatic Fare System, Route & Destination Display Systems, Electronic Taximeters and complete Fleet Management Systems. Established in 1994, DT has come a long way to become a key factor in Middle East's Urban Transit Technology market. The company has consistently grown and developed, continually refining its product range to meet the specific demands of their customers.

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: May 4, 2011 12:02 PM


Philippines based call center doubles business within 70 days with Ameyo as the technology

Philippines based BPO - NCAS chooses Drishti's Ameyo as their call center technology. Instigating operations, the BPO was looking for a reliable solution that had complete features to power their outbound calling processes. Ameyo's capability to map to business processes enabled NCAS to harness productivity right from inception. The value delivered to their client resulted in nearly double the business within 70 days of starting operations.
 
For any new BPO, extracting efficiency from every resource (be it the operations or technology) is of utmost importance. The challenge areas include management of SLAs, customer experience and agent productivity besides the incurring costs. Automation with process mapping along with added capabilities for better service delivery can make significant impact on overall operations. Finally right online and offline MIS and data control does it all to ensure the BPO is able to match their KPIs from the first day of operations. Ameyo is a customer-oriented innovation and is aimed at providing a solution to these business challenges of today’s call center industry.

Appreciating the solution, Mr. Norman Lacsamana, President & CEO, NCAS Inc says - "Starting afresh, we had various challenges to be handled. The technology management was completely waived off as we got Ameyo on-board. Intuitive user-interfaces and detailed reports helped us manage productivity from day one. We especially appreciate the 24x7 support. Ameyo’s reliable tech support can prove to be a boon for Philippines call center market and is duly welcome."

About NCAS

Napar Contracting And Allied Services, Inc. (NCAS,Inc.) is a Philippines-based job contracting /outsourcing company. In business since 1993, NCAS has expertise in material sourcing, production, management, marketing and software/ hardware development. With strong focus on adherence to industry best practices, the company constantly implements latest technologies, tools and techniques to effectively improve their processes and promote innovative ideas.
 
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: April 25, 2011 1:48 PM


Ameyo powers effective telesales operations for Philippines-based BPO

Ameyo - the award-winning call center software from Drishti-Soft powers telesales operations for Cosmotec Contact Center. The latter being a Philippines-based BPO caters to various international clients in a multiple shift scenario. With dynamic process needs, the base technology powering operations had to be stable and reliable. Ameyo became a perfect platform for high efficiency calling campaigns of Cosmotec.

The core technology team at the Contact Center was evaluating industry-grade solutions to shortlist the right technology for their operations. The reason for selecting Ameyo as in the words of Patrick Alain Azanza, President and CEO, Cosmotec Contact Center Inc was - "Having used various hosted as well as on-premise call center solutions, we were very clear on the performance and features parameters for our technology. The expected activity, stability and scalability were matched by Ameyo. The solution delivered results and gave us comprehensive reports of the entire operations. It helped us manage agent performance and business productivity."

Ameyo is a comprehensive and compact solution for next-gen call centers. Its rich-feature set gives the deploying BPO complete capabilities to deliver efficient and effective calling campaigns. Delivering uptimes as high as 99.99%, Ameyo ensures business availability at all times. Intuitively designed user-interfaces render a much-welcome ease-of-use to the solution. Live monitoring & reporting help enhance the operational productivity. The flexible architecture of Ameyo enables easy and quick process-specific customizations or scalability. With a trusted solution powering business operations, a contact center is free to focus on their core processes and service delivery.

About Cosmotec

Cosmotec Contact Center Inc. is a BPO services company based out of Pasig City, Philippines. With experienced and customer-oriented workforce, Cosmotec's service portfolio includes voice and non-voice services. Supporting their service delivery is the latest and fully redundant IT infrastructure that guarantees reliable and dependable services.

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: April 19, 2011 12:23 PM


Drishti launches new innovation for outbound contact centers

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


Largest Maldivian Telco selects Ameyo as their customer interaction technology

Ameyo - award-winning contact center software from Drishti is the technology powering customer support desk of Dhiraagu. The Maldivian telecommunications company chose Drishti's communication suite for implementing an advanced customer care solution to ensure personalized service to their subscriber base. Migrating from conventional boxed solution to a state-of-the-art call center technology Dhiraagu could very effectively manage their customer experience with Ameyo. 

The technology infrastructure at the Telco's customer helpdesk had legacy systems running. There were issues in defining the customer experience and implementing innovative strategies to improve the services. The existing solutions did not provide next-gen capabilities to map the requirements of today's frequently migrating Telco-subscriber. With a vision of capturing and ensuring a market leadership, Dhiraagu was keen on migrating to a new-age technology that could give them more control and flexibility when it comes to managing customer experience.

After evaluating leading call center solutions, the Telco chose Drishti's Ameyo to implement a complete customer support solution. The professional services team gathered a detailed requirement map and delivered a solution that had advanced contact center features necessary to cater to the demanding subscriber base of a Telco. Commenting on the experience, Mohamed Azleem, Asstant Manager Customer Services, Dhiraagu says -"We are satisfied with the support from Drishti technical team.  The IVR development team is very cooperative and helpful throughout operation. The IVR implementation has radically improved the call centre service levels and has been a significant boost to our Quality Customer Service."

With the all-new customer support powered by Ameyo, Dhiraagu's subscribers could connect to the customer care faster and in a more structured manner. They could connect to the agents in a language of their choice, connect directly to the agent they wished to talk to and also opt for a call back if there were extended wait times. With a tight integration between the call center solution and the billing applications, the subscribers could easily fetch their billing details over the IVR itself. The Telco achieved a more satisfied customer base and a more managed service delivery process.

About Dhiraagu

Dhiraagu or Dhivehi Raajjeyge Gulhun Private Limited is the first telecommunications company in Maldives. Established in 1988, the Maldivian company remains largest telecom service provider and No.1 brand in the region. Since establishment, Dhiraagu has rapidly built a sound, financially strong business based on a commitment to providing innovative products and services and a philosophy that places high value on customer satisfaction. Today Dhiraagu owns and operates a fully digital communications network reaching every inhabited island and tourist resort in the Maldives. They have established operational and support centers in 9 regions across the country, so as to provide fast, reliable and quality service.

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 multiaward winning innovative solutions are powering millions of customer interactions across the globe.

Publish Date: April 4, 2011 11:03 AM

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