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Ameyo enables increased contact rates for Symphony BPO Malaysia

Drishti's IP-based contact center suite - Ameyo IPCC enables advanced interaction management for one of the leading BPO's in Malaysia - Symphony. The outsourced call center had major business scaling plans in mind and was looking for a solution that would provide complete automation and integration between their telephony and applications infrastructure. Ameyo helped them upgrade from a tedious manual dialing process to a more sophisticated predictive dialing that helped them achieve efficiency in the sales process. Talking about the requirements, Sachin Bhatia, VP Business Development, Drishti says - "Symphony BPO was looking at automating the sales process and extending the contacts per day beyond the prevailing industry standards. They also desired supervising the agent activity and productive hours for better operations management. The call wrap up time for each outbound call varied tremendously and there was no accounting of the expected performance of each resource. The solution also had to integrate with existing Sales applications and make sure that Data Security and Integrity is maintained. As Drishti and Microtel Technology (VAR of Drishti-Soft) got into the details of the client requirement, we could chalk out a custom packaging of Ameyo that would answer the pain points of Symphony’s business processes." Ameyo's award winning Dialer module helped Symphony implement a structured outbound strategy with flexibility to implement predictive, progressive, preview or rule-based dialing. This added efficiency in their outbound campaigns. There was a significant increase in connect rates and hence an increase in sales by up to 50%. Ameyo's easy-to-use interfaces added efficiency to the agent's call handling capabilities. With this, Symphony was able to manage and fulfill the performance metrics intended. The GUI-based supervision interface of the solution provided for a bird's eye view of telephony, agent, dialer and lead performance. The supervisor could control call wrap-up time for the agents and mark individual agent performance against the overall campaign performance. This helped Symphony in optimal utilization of the agent’s time. Also, the in-built voice logger provided for compliance to various international dialing regulations. Integrating with the existing CRM application, Ameyo became a bridge to overcome the gap between telephony and application. A technology upgrade has always helped the contact center to optimize their resources and add efficiency to overall functioning. However, this can be quite costly and shake the budgets of the entire BPO unit. Also shifting over to a new technology where the underlying infrastructure and the users are accustomed to the existing solution becomes a major hindrance. To answer such doubts, Ameyo presents an all-in-one communication suite that is not just cost-effective in terms of pricing but also saves additional infrastructure costs as it can reuse the existing one. As the contact center makes a switch of technology to Ameyo, they need not worry about transition since the solution delivers from day one. The user-friendly graphical interfaces make it extremely easy for users to migrate to Ameyo thus adding to the overall advantage. About Symphony BPO The Symphony Group is one of Asia's leading business process outsourcing (BPO) outfit and the partner of choice for more than 3,000 clients – from private and public-listed companies to Fortune 500, Global 500 and large conglomerates across the Asia Pacific region. Being one of the top 100 Global off shoring company, Symphony operates out of several locations in Malaysia and Osaka, Japan delivering contact management, human resource, financial, corporate secretarial, share issuance and registration and cheque processing solutions. About Microtel Technology Founded in 2000, Microtel Technology has been developing and providing innovative communication products for professional industries. Offering simple, innovative and affordable communication solutions their product range comprises of professional headsets and interfaces for call centers and office, professional telephony and professional wireless communications. Among the solutions offered are Voice Recording & Monitoring Solution Call Script Builder, all-in-one communication suites, unified communication and call billing applications. 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: October 26, 2010 9:21 AM


Greenpeace chooses Ameyo as the solution powering their contact center

Greenpeace is an international NGO working towards the protection and conservation of the environment. The organization is funded entirely by contributions from individual supporters and foundation grants. For the same, they have a dedicated unit that establishes contact with the supporters to carry out fund raising campaigns and also undertake market awareness campaigns about environmental issues on an international scale. Ameyo, the award-winning contact center solution from Drishti-Soft is the technology powering this unit. Talking about the solution, Binu Jacob, Supporter Services Manager, Greenpeace India, says, "We are a campaigning organization working to solve environmental problems. Our telecalling center plays an important role in persuading people to join us. We needed a solution that could automate our manual calling and support the frequent process changes we have to make. Ameyo meets these requirements efficiently. Thanks to its ability to generate and maintain detailed call logs, we've been able to analyze and optimize our processes better. Automatically scheduled follow up calls are one of several useful additional features. The solution has definitely helped us reach out to more people." The business problem of Greenpeace is similar to any self-funded NGO in today's competitive environment. The goal of an NGO is usually to fight for a cause - social or environmental. And to support them in their mission, they gather funders and associates. For this, a targeted market awareness and persistent contact activities are to be implemented. A comprehensive solution like Ameyo provides in-built capabilities including predictive dialing, CRM, Database, Voice Logger, Reporting, QM and Analytics that empowers enterprises like NGO to become more agile and adaptable. Besides maximizing contacts with prospective funders, Ameyo also gives them flexibility to configure innovative contact strategies based on the campaigning issue in-hand. Ameyo's CRM and database applications support & complement the frequently changing contact environment of the NGO. By integrating SMS/ Email facilities with their contact center operations, Greenpeace can also increase touch points with their associate base. The reporting and quality monitoring modules of Ameyo enable granular analysis of the operations thereby helping in informed decision making. With a powerful solution like Ameyo, an enterprise can define differentiators even in a highly competitive environment. About Greenpeace Greenpeace is an international non-governmental organization for the protection and conservation of the environment. It utilizes direct action, lobbying and research to achieve its goals. Greenpeace has a worldwide presence with national and regional offices in over 40 countries, which are affiliated to the Amsterdam-based Greenpeace International. The global organization receives its income through the individual contributions of an estimated 3 million financial supporters. 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: October 18, 2010 10:37 AM


Ameyo powers a new-age infoline - Dial 62

Dial62 is a live operator-assisted phone service for prompt and reliable information of business listings, driving directions or any city-specific information. Drishti award-winning contact center software Ameyo is powering Dial62 service for smooth and automated operations. With an objective of empowering the customer with timely and reliable information about their city, customer experience is of prime importance for this infoline to succeed. Ameyo's advanced technology support ensures that the right information is provided to the caller in least possible time.

Talking about the solution, Sachin Kinra, Business Head, dial62 says - "The dial62 (A MapmyIndia Service) team was looking for a contact centre solution that consistently enables us to deliver customer delight to each caller. We had very rigorous selection parameter(s) like the total cost of ownership, ramping up resource requirement, ease of use, product configuration, training, scalability as well as credentials.  Ameyo contact centre suite did fulfill all these parameters especially the responsive support to become our chosen partner to deliver delightful experience to our customers. Another important factor that favored Ameyo was the product support without any price escalation for the existing offering. We may wish to partner with them for future requirements"

For an infoline service like Dial62, customer experience takes center stage. How quick and accurate is the system in providing the information requested determines the loyalty of the caller towards that service. The technology backbone of any such info line has to be robust and of the highest standards. Dial62 phone-based service has achieved a reliable stature with an exhaustive listing of businesses in NCR and a service similar to GPS for getting driving directions to a selected destination. With Ameyo acting as the right solution, the infoline answers the queries of the callers in a highly efficient manner.

About dial62

Dial62 service (A MapmyIndia Initiative) is a live operator-assisted phone service where you can call to find local business listings, driving directions and city specific info. The service covers the cities of Delhi-NCR i.e. New Delhi, Gurgaon, Noida, Faridabad and Ghaziabad. With a vision to be "India’s most customer centric service", the dial-in info line also includes a feedback system to improvise on their operations. Their USP is an instant response via SMS and email for driving directions (anywhere in India) or Delhi-NCR's business listings and city specific info.

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: October 6, 2010 11:07 AM


Drishti announces out-of-box integration of Ameyo with DB 2

Drishti-Soft announces support and tight integration between Ameyo  - the all-in-one call center solution and IBM DB2 9 - a market-leading database solution. This interoperability offers a professional package to the customers wherein they get a high performing affordable solution. The integration between the two complementary products - Ameyo & DB2; allows contact centers to take advantage of best-in-class functionality offered by both suppliers. The customers can opt for a certified IBM database to work in sync with Ameyo communication suite.
 
Talking about DB 2 Integration support, Nayan Jain, CTO, Drishti-Soft says - "Ameyo is a data-intensive application. It logs very granular events in the database for further reporting capabilities and advanced data-mining. IBM's DB2 Universal Database delivers the versatility, functionality and performance to complement Ameyo's comprehensive interactions management capabilities. Enterprises can depend on Ameyo's robust platform to leverage their DB2 investment to deliver increased value to their customers."

DB2's enhanced data management & administration capabilities enable structured utilization of the heaps of data collected every second for BI and advanced forecasting tools to achieve operational efficiency. A number of significant BI-related enhancements in DB2 9 reinforce its BI credentials, improving performance and reducing operating costs.With the easy-to-use data mining features of DB2, a contact center can build advanced reporting & quality monitoring metrics. Both historical and real time data can be managed very effectively and efficiently with an industry-trusted database solution like IBM DB2.
 
The availability of timely and accurate business intelligence can be a key factor in the success of any enterprise. In today's challenging business environment a high-end operational intelligence is required. A technology package in the form of Ameyo and DB2 delivers high availability and reliability necessary to power mission critical processes.
 
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: September 28, 2010 9:30 AM


Quinn Data Philippines achieves PCI DSS Compliance with Ameyo Call Center Solution

Ameyo Call Center Solution supports compliance to PCI Data Security Standards for QDF, Philippines. The worldwide information security standard is a mandate for any process involving card payments. The transactional base of such processes requires the company to adhere to strict global policies of complete confidentiality of customer's payment card data. Quinn Data Philippines achieved the compliance effectively with Ameyo’s technology support.

Compliance to various International standards is one of the top 5 issues organizations are required to address, with a major responsibility falling upon the IT solution. Also, the complexity of each regulation and dynamic nature of the policies further burden the call center as well as the technology backing it to keep abreast of the changing regulatory landscape. Now every update does bring with it a cost. For a call center, already struggling in a shrinking margins scenario, managing such additional costs is another challenge.

Quinn Data was taking rigorous steps to manage the PCI DSS regulations. The call center's process involved transactions with the customers sharing their card details. To secure such information, PCI compliance becomes a mandate. Drishti gave them the technology support for effectively managing the standards without any affect on the call processes. Elaborating on the role, Varun Bansal, Country Representative, Drishti Philippines adds - "Drishti Philippines is committed to support its customers in their new challenges in the dynamic environment. PCI compliance at QDF is yet another step that positions Ameyo to support call centers running processes that include financial transactions."

Ameyo is a feature-rich call center software that has a plethora of capabilities which are not necessarily full explored by the deploying call center. Many of the in-built applications in Ameyo automatically support various compliance standards prevalent in the call center industry globally. More so, there are constant feature updates up keeping with the app and consequently regulatory landscapes. Adding to it the competitive pricing of the solution, it becomes a de facto pick for call centers struggling with regulations like PCI DSS compliance.

About Quinn Data Facilities (QDF) Inc

Established in the Philippines in 2008, Quinn Data Facilities (QDF) Inc is a fast-paced growing organization focusing on data management and outbound telephone fundraising. They aim to provide successful telephone fundraising projects for their clients in the UK and in Australia. Riding ahead of competition, QDF relies on a robust technological infrastructure that is fully scalable, extremely redundant and disaster recovery compliant.

About Drishti Philippines Inc (www.drishti-soft.com)

Drishti Philippines Inc. is a wholly owned subsidiary of Drishti India - a leading innovator of communications technologies for next-generation Enterprises. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe. Since its inception in Sep 2006, Drishti Philippines Inc. has acquired clients in all major cities including Makati, Manila, Ortigas and Cebu. With highly responsive local support and 24 X 7 Help Desk services, Drishti Philippines ensures smooth operations for their clients.


 

Publish Date: September 20, 2010 10:14 AM


Drishti and Orange Garden Indonesia partner to market Ameyo in Indonesian market

Drishti-Soft Solutions - innovator of IP telephony and call center solutions, joins hands with Orange Garden Indonesia - a respected solution provider for enterprise communications. Under this strategic partnership, the companies bring forth a quality technology offering for the contact centers & enterprise segment of Indonesia. Says, Dedy Dang, Founder & Director, OGI - "Our offering portfolio consisting of unified communications, Internet services, VoIP Telephony and managed services. To expand it further, we were looking for complete interaction management software. We evaluated various products from Europe and America but finally narrowed down to Ameyo. The solution offers all communication applications in a single product which makes it a feature-rich and all-in-one suite. Facilitating the decision further was the extremely flexible product and team from Drishti. We look forward to introducing our clients to this robust solution." Ameyo - the IP-based call center software from Drishti integrates Predictive Dialer, ACD, IVR, CTI, CRM, Database, Reporting and Voice Logging into a single solution. The SOA & MDA based architecture of the solution gives it flexibility to accommodate even the most complex integrations with the existing business applications making it an ideal technology platform for any enterprise automation. By adding Ameyo to their offerings, OGI plans to further bridge the gap between the need & availability of quality solutions in contact center applications domain. Talking about the alliance, Sharat Chandra, VP - Business Development (APAC), Drishti-Soft says - "The Indonesian markets are fast emerging and we were looking for a valuable partner to establish Ameyo in the domain. We had been evaluating the market and its business trends for over 18 months and looking for the right partner to market our solutions. OGI with an in-depth understanding and capability in the ICT domain became an obvious choice. We are looking forward to sustainable business with this association." The markets in this part of APAC region have registered a substantial development curve and are very keen on exploring latest technology to not just optimize their businesses but also add unprecedented efficiency to them. A complete solution like Ameyo IPCC can be the right product for the Indonesian call centers. With a strong technology platform forming base, the solution can deliver complex integrations& customizations required for enterprise-grade communications. About OGI PT. Orange Garden Indonesia (OGI) is a company primarily engaged in providing hardware, software and service solutions in the field of IP Telephony, Unified Communications Solution & Contact Center Solution. Bringing with them an intensive knowledge and experience, OGI team delivers nothing less than highest quality technology solutions to their customers. Their product portfolio includes Yealink IP Phones, Headsets by Microtel, FXO/FXS Cards, ISDN/BRI, IPPBX, E1 by OpenVox, Routers, Gateways, Network Appliances – Patton Electronics and Drishti's Ameyo. 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: September 7, 2010 9:07 AM


Drishti-Soft felicitated as IT & ITES Business of the Year at Small Business Awards 2010

Drishti-Soft an innovator of Call Center Software wins an award as the IT & ITES Business of the Year at the Small Business Awards 2010. This year's awards were presented by Franchise India and Ernst & Young in association with Zee Business on August 28, 2010 at Hotel Novotel, Juhu Beach, Mumbai. As per Franchise India - "The awards aim to recognize and felicitate achievers, innovators and suppliers who have contributed significantly towards the development of Small and Medium Enterprises in India." Ernst & Young assisted Franchise India in institutionalization of the awards process. As Bharat Kapoor, Sr. Manager, Ernst & Young-Risk Advisory Services says -"Our role included reviewing the Award concept, assisting Franchise India in validating the nominations and winner determination process, facilitating Jury proceedings and acting as Official Tabulator for the Small Business Awards 2010." From an in depth analysis of the company profile to their client references and also their financial standing in the industry, each company was intensely scrutinized to decide upon the winners. Drishti-Soft has been among the key innovators in the call center applications domain which makes them an ideal choice for the category. Talking about the honor, Bishal Lachhiramaka, CEO, Drishti-Soft says - "We feel pride & honor to add this award to Drishti's laurels and are thankful to the organizers for the opportunity. It feels great to see our hard work being recognized by renowned names like Franchise India, E&Y, Zee, NSIC, SME Chamber of India and SBI. An appreciation of innovation is always an encouragement for young enterprises like Drishti." Drishti's contribution to Contact center software domain in the form of innovative applications, all-in-one communication suites and advanced technology solutions wins them respect from the industry. With their software product offerings, Drishti has been able to overwrite the multi-boxed approach of legacy contact center solutions. Drishti believes in single-packaged solutions that eliminate loosely coupled entities that cause frequent system failures. With a robust technology platform forming the base of their solutions, the company passes on the advantages to 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: August 31, 2010 9:26 AM


Quick Heal Technologies chooses Ameyo IPCC as the solution powering their customer interaction centers

Gurgaon 18th August 2010: Quick Heal Technologies leverages Drishti's multi-award winning contact center solution - Ameyo IPCC to set up specialized customer interaction units across multiple locations in India. With Ameyo, the internet security products company planned to unify technical support, product-related query handling, purchase information delivery and license renewal queries into one automated system. Talking about the efficiency added by Ameyo, Kailash Katkar, MD, Quick Heal says - "Being a leader is antivirus segment, Quick Heal has always focused on customer satisfaction with strong support. Drishti Soft has helped us to build stronger customer relationships due to faster & more efficient query handling at our automated customer care & support unit." For a complete customer interaction center, the processes could vary from basic customer handling to advanced technical support. And similarly the required agent skill-set would also vary. Ameyo enabled prompt attending of customer calls with its IVRS module that combined self-service and live agents. The solution's strong ACD empowered Quick Heal customer care center to achieve skill-based routing to make sure that the customer talks to the right agent who is best skilled to answer customer queries. With Voice logging and quality monitoring tools of Ameyo, Quick Heal could analyze and hence enhance the overall customer experience. IP-base of the solution also added to its technological advantage since an IP-solution is extremely easy-to-manage even in a multiple location environment. About Quick Heal Quick Heal Technologies is a leader in Anti-Virus Technology in India. Founded in 1993, the company has successfully established Quick Heal product family as industry benchmark for computer security. Serving millions of users worldwide, Quick Heal Technologies has firmly established its position in India and also operates through a network of dealers and channel partners in more than 50 countries worldwide. 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: August 18, 2010 1:32 PM


Drishti-Soft launches Ameyosuite.com - a brand new product website

Gurgaon, 10th August 2010: Drishti-Soft launched a dedicated product website for their highly appreciated contact center software - Ameyo. The website details out various business packaging of Ameyo and the pre-integrated applications available in each package. It defines the technology base of Ameyo and the industries to which the communication solution caters to.  With information on the advanced features of the all-in-one suite, Ameyosuite.com would be presented as a resource bank on any new technology or application update from Drishti.

Talking about the intention behind the launch, Vipin Jethi, VP Sales & Marketing, Drishti-Soft says – "We wanted to position Ameyo as a brand signifying the robust technology platform of Drishti. Through this dedicated website, we would present the applicability of Ameyo to various business verticals and how effectively the software can enhance their efficiency levels."  Adding further, Vipin says –"There would be periodic updates on significant R n D achievements and the innovative communications applications being developed in Drishti Labs. So, here’s presenting a window to the exciting world of Drishti’s technology solutions."

Considering the rapid pace of innovations delivery from the company, a portal flashing details of both the solution as well as the technology is a welcome retreat. Drishti intensifies focus to customized solution packages that seamlessly map to business processes. The company wished to utilize Ameyosuite.com as a platform to communicate with their client base as well as interested audience. With intent of putting forth a professional outlook for the website, Deepak Saklani, Design Head, Drishti-Soft says – "Presenting a fresh look and an organized display, the website has been designed to cater to an elite audience of the ICT domain."

Ameyosuite.com would be a one-stop information portal for the multi-award winning Ameyo IPCC. The website would present advanced communications applications from Drishti’s App stores reaching out to contact centers and enterprises empowering them with a technology base that is not just effective but cost-effective. With a whole new website dedicated to their product series, Drishti makes a formal announcement about the aggressive market capture strategy for their next-generation solutions.

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: August 10, 2010 1:49 PM


Drishti-Soft implements an advanced telephony system to power a 24x7 Ambulance Service Initiative

Drishti's multi-award winning Ameyo communication suite becomes the technology enabling a highly successful free ambulance service initiative in Gurgaon. SRIMS - a non-profit organization has setup coordinated emergency life saving medical services. Considering how much a well-structured medical infrastructure is needed in today's chaotic life, this project of SRIMS wins appreciation from all.

In case of a medical emergency, the patient's family is in a state of panic and dials for an ambulance. SRIMS Emergency provides a coordinated 24x7 emergency response service with basic life support ambulances, and trained emergency staff. As soon as the organization gets a call, the agents collect all necessary patient details, including patient's location and the kind of emergency. Following this, they track the ambulances with the help of GPS application and notify the nearest ambulance to reach the patient premises.
 
Here, there is no space for any latency points or errors. Thus, a computerized system that not just manages the panicked calls but also a scattered network of ambulances is required. Ameyo becomes the back-end support of SRIMS to handle medical emergencies and help save lives. Eliminating all human response delays in providing a coordinated ambulance service network, the technology solution has helped SRIMS with an advanced inbound query handling package.
 
As soon as a call lands on an agent's system, a CRM screen pop-ups where the patient information is fed and segregated automatically. After locating and directing the nearest ambulance, SRIMS send an SMS confirmation to the caller about the approximate time in which an ambulance would reach them. Managing an entire panic situation where someone's life is in question has to be impeccable. A reliable and easy-to-use solution like Ameyo becomes the right technology support for such critical processes.
 
About SRIMS:

SRIMS Emergency Service Foundation is a non-profit organization - NGO setup as a Section 25 Company to provide free life saving emergency medical services. It has been setup in response to a lack of any coordinated emergency and ambulance service currently in Gurgaon. The service will provide complete pre-hospitalization care to stabilize the patient during the critical period following an accident or medical emergency.

About Drishti ( www.drishti-soft.com )

Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises. 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: July 19, 2010 11:27 AM


Drishti powers rural voice BPO initiative for Rural Shores

Drishti-Soft Solutions becomes technology partners to Rural Shores, Bangalore. The latter is a Rural BPO firm that aims to promote rural-shoring of BPO operations by setting up business process outsourcing units and business centers across smaller towns and villages in India. Drishti’s multi-award winning customer interaction management suite - Ameyo becomes the preferred technology by Rural Shores for building voice capability into their highly successful BPO operations.
 
As the whopping 15 billion USD Indian BPO industry steps ahead, it is challenged by tough competition from rivals such as Philippines. With the BPO firms losing some two-thirds of their incremental voice based business to the south-east Asian countries, there is a dire need to create another delivery layer and bring down the costs of operations for a better value proposition.
 
The current BPO scene has 60% of the 'skill factory' coming from Tier 1 and 2 regions. Taking a closer look at the industry stats, the picture says that the Indian BPO industry is slated to rise to 220-280 Billion USD by 2012 generating around 2 million direct jobs. This creates enough room for the rural regions to tap their share of contribution to the BPO 'skill factory' and creates substantial opportunity for firms like Rural Shores.
 
Talking about the business model, Murali Vullaganti, CEO & Co-founder, Rural Shores says - "With a commitment to assimilate Rural India into the knowledge economy, we aim to set up about 500 BPO centers over the next seven years, in rural towns & villages in India having a population below 20,000. The idea is to introduce rural youth to BPO opportunities and provide them employment in their own villages. Besides bringing cost effectiveness to the clients, Rural Shores ensures quality of service delivery by leveraging the best available technology."

A socio-economic initiative like rural-shoring seems attractive to the outsourcing companies even as there is a struggle to find the manpower with industry-specific skill set. Combining this with higher management overheads, a doubt pertains for the Rural BPOs to survive. Yet, industry analysis shows that the providers can reduce their total operating costs by nearly 20-30 percent by making a shift to smaller towns & villages. Providing them with a strong technology support are companies like Drishti.

As Vivekanand Sharma, Sr. Delivery Manager, Rural Shores puts it - "We planned on venturing into voice-based BPO operations at our Theerthahalli Center in Shimoga District, Karnataka. Since our business model begins at adding cost-effectiveness, we were looking for a low-cost solution with decent capabilities. But the reliability always remained a question. We wanted a stable platform that could take the hassles out of IT and operations management of our BPO units. As we evaluated Drishti's Ameyo, we knew we have found the right technology. We chose Ameyo for its robust and reliable platform. The solution was highly efficient and easy to learn, operate and maintain. The affordable pricing added to our satisfaction towards Ameyo."
 
Drishti strengthens its positions as a preferred technology partner for such demanding contact center processes. Having been a part of such initiatives in the past, the company continues its commitment to the cause. Constant advancements in the applications to simplify the operations further and a 24X7 live technical helpdesk service adds to the advantages of choosing Drishti.
 
About Rural Shores

Rural Shores is a socio-economic venture to bring job opportunities to rural youth & cost effectiveness to the outsourcing companies. The business model has been created to ensure scalability & sustainability of its operations by creating real value, not only for the shareholders, but for all stakeholders and to have a positive contribution to the communities in which it functions. With a vision of setting up of 500 centers in 7 years across the length and breadth of India, Rural Shores is spearheading the rollout and operations of these centers across the nation through the local entrepreneurs.

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: July 6, 2010 11:09 AM


Drishti powers customer care center for Dial-an-Auto initiative

Drishti-Soft - a leading solution provider of communication applications becomes the technology provider for a unique business idea - Dial-an-Auto. Managed from a centralized control room, this auto-rickshaw service called Fata-Fat Auto Cabs is an initiative of Dhanda Autoneeds, Ludhiana. The idea behind this service is to provide a quick and hassle-free auto service to the commuters. Drishti's award-winning contact center solution - Ameyo becomes the technology behind the customer care center for this service.

Dial-an-auto is a well-accepted public commutation service in cities like Hyderabad and Chandigarh. Taking the service to Ludhiana, an industrial town in Punjab, Sanjay Dhanda, Managing Director, Dhanda Autoneeds says - "We launched Fata-fat Auto Cabs in Ludhiana. This on-demand auto service consists of a fleet of LPG-run autos managed from a centralized control room. Cohesive Technologies Pvt. Ltd., the system integrators, offered us a state-of-art unified Call Centre solution on Drishti's Ameyo platform resulting in better customer care and increase in efficiency & productivity of our in-house operations."
 
The 24 hour service includes different-colored GPS installed autos that are easily traceable and manageable by the centralized control room. The autos would run on LPG fuel to conform to the pollution-free objectives of STA and DTO, Ludhiana. The communication flow behind this unique business idea is where a passenger dials the customer care center and books a pick and drop service. These requests are recorded in the call center and the nearest auto driver from the fleet is assigned the request. The entire call flow from the incoming commuter request to the call recording and informing the nearest auto-driver is handled by the centralized call center powered by Ameyo.

Drishti-Soft provided the center with their custom solution - Ameyo that gives them the flexibility to handle commuter calls ranging from one at a time to several of them simultaneously. Started initially with 20 autos, Fata-Fat Auto Cabs service is expected to increase to over a 100 by December 2010. As the Dial-an-Auto service would gain popularity, the call flows would also increase to a level where in a proper call routing system and request assignment would be required.  Ameyo would give them a flexible platform to seamlessly scale their call center for future business expansion.

The service is winning appreciation from commuters across the city for an efficient and safe travelling experience. The Fata-Fat Autos come with a GPS navigation system that enables the company to track and position the autos and assign commuter requests to the nearest driver. Such innovative and effective use of technology has made the initiative more than just a unique idea. It has become an example of how well new-age businesses can leverage IT technology for optimizing their processes.

About Dhanda Autoneeds

Dhanda Autoneeds is a Ludhiana-based automobile company.  They have a well-established business of car alloy wheels and have earned considerable respect in the industry. In June 2010, Dhanda Auto needs launched Fata-Fat Auto Cabs Service - new commutation concept in Ludhiana. This on-demand LPG Auto Service aims to provide a quick, reliable and safe journey to the commuters. Leveraging the best available technology, Dhanda Autoneeds is looking forward to increasing the fleet of these GPS activated Fata-Fat autos.

About Cohesive Technologies

Cohesive Technologies is a noted value integrator in the Telco domain. With a highly experienced team of sales and technology advisors, Cohesive delivers innovative solutions with robust and result oriented approach.  The company has build business partnerships with various technology providers to deliver a high quality product mix to the market like Grandstream and Applianx.

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: June 29, 2010 9:59 AM


Ameyo powers critical international inbound processes for MindEye Inc BPO

Drishti-Soft Solutions becomes technology partners to MindEye Inc.  The BPO was earlier operating on an open source product that was hardly reliable for their critical customer support processes. Ameyo IPCC gave them not just the reliability but a plethora of advanced capabilities that empowered MindEye to serve their customers better. In the process, Ameyo beat solutions from prime competitors for the flexibility and quality at a budget cost where most leading solutions fails especially for mid segment enterprises.

The USD 15 billion huge BPO industry in India is powered by technology solutions that can be widely segmented into two categories - the very low-priced but not enterprise-grade products and expensive solutions that provide capabilities but at a cost that is way beyond the budgets of a mid-segment enterprise. There is a grave need for quality solutions that provide powerful communication handling capabilities within a pocket-friendly cost. "Drishti positions its contact center solutions as cost-effective all-in-one suites giving you Telco-grade robustness. With advanced capabilities pre-integrated, Ameyo IPCC is a feature-rich solution that has become the most preferred technology for SMB Contact centers" says Girisha R, Sales Manager, Drishti-Soft.

The problems faced by MindEye are common to any contact center operating on open-source products. Their business was being affected due to increased downtime of the solution. Also, for generation of any specific business level reports, MindEye had to contact the support center of their solution provider which was a tedious and time consuming process. To answer this MindEye made a switch to Ameyo.

Elaborating on switching over to a better technology, Nassz Amjad, MD, MindEye says - "We planned to scale up our business processes as well as enhance our service delivery standards. The best possible solution we could think of to enable this was Avaya. But the cost factor and rigidity of the solution towards process changes were not favoring us. We evaluated Ameyo on the same platform and found it a perfect fit for our critical processes. The solution was a quality technology product packaged at a reasonable cost."

Ameyo became the ideal inbound solution for MindEye. The IVR and ACD modules provided for most appropriate customer query handling. Voice Logger and quality analysis tools helped in generation of over 200 customizable reports templates. Built-in multi-level redundancy in a single server eliminated business loss due to system failures. Flexibility of Ameyo at the development platform level aided day-to-day process changes as per business needs.

MindEye being a 24X7 international outsourced call center had to accommodate multiple shift support as well for the entire call center operations. Only a solution with high availability and a standard performance throughout could support the response time MindEye was targeting. Ameyo enabled a seamless customer support process with the stability MindEye was looking at.

About MindEye
    
MindEye Inc is a reputed BPO with a wide spectrum of call center services across various sectors including financial, healthcare, engineering, KPO and BPO. Leveraging cutting-edge technology, unmatched process and operating depth, superior talent and the offshore cost advantage, MindEye delivers superior business value to our clients.

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.

Publish Date: June 21, 2010 11:48 AM


Drishti launches Interactive Broadcast 2.0

Drishti-Soft announces Interactive Broadcast 2.0. This is an innovative voice broadcasting module of their multi-award-winning IP-based contact center solution Ameyo. The module provides voice broadcast or voice message blasting campaigns wherein a pre-recorded phone message is sent to thousands of phones from a targeted dialing list. Further, customized IVR messages can also be broadcasted and the recipient's response can be recorded. Drishti adds ease-of-use to the application through a GUI-based administrative interface. Interactive Broadcast 2.0 module inherits Ameyo's advanced outbound capabilities that make voice broadcast campaigns all the more powerful.

Broadcast technology is an effective approach for business applications, community alerts, notifications, announcements and advertisements. Because of its nature, broadcast dialing enables a cost-effective reach to the masses whether they are customers, employees, constituents, subscribers, members, or answering machines. The voice broadcast messages can also be personalized by integration with Test to Speech software. By adding an interactive IVR prompt to the campaign, businesses can prompt the call recipients to enter their responses through the touch-tone keypads of their phone sets. Drishti's Interactive Broadcast 2.0 provides all these features via a specialized administrative interface.

Talking about the advanced capabilities this adds, Mukesh Kumar, Senior Tech Lead, Drishti says - "Interactive Broadcast Module of Ameyo has been assigned a dedicated interface. The GUI base of this not just inculcates ease of campaign creation and management but the entire outbound capabilities of Ameyo including DND and exclusion management, lead management etc. Live monitoring and pre-integrated reporting capabilities add to the effectiveness of a broadcast campaign."

Interactive broadcasting is a highly-innovative mass communication technique. Implementation of the application for announcements, notifications and reminders are mere starting points of the actual capabilities this technology can provide. Businesses can weave critical customer contact strategies around broadcast dialing and even totally eliminate the requirement of live agents. For instance, in a collections process, the enterprise can configure payment reminders to be sent as IVR broadcasts and request response from the recipients for confirming the date of payment. A market research firm can implement this for conducting surveys without employing several agents to consolidate the responses.

Taking the capabilities further, Drishti's Interactive Broadcast 2.0 can find application in healthcare industry for setting mass alerts regarding health camps, epidemic alerts etc. For the innovative Rural IVR initiatives, broadcasting can be used to send weather related alerts to the distant subscribers. These are just a few of the implementations this technology can have. The actual extensibility of Drishti's Interactive Broadcast 2.0 depends on how effectively a business process adapts it.
 
About Drishti (www.drishti-soft.com )

Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises. 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: June 14, 2010 3:57 PM


Drishti launches Ameyo PACE - the successor to Predictive Dialing

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

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