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Ameyo IPCC enables hosted deployment in Japan for multiple call center sites in Philippines

Gurgaon, May 24, 2010: PIMS is the call center of IPS - a leading Japanese conglomerate. With diversified business, PIMS call centers have telemarketing force for Japan, USA and Hong Kong. With three centers in Philippines, they also offers account management and customer support services along with technical facilities at the Makati center. Drishti's IP-based Contact Center Suite Ameyo powers both inbound and outbound processes of PIMS and have been their preferred technology solution for over 2 years now.

As in the words of Jun Cavan, Network Operations Manager, PIMSI - "Drishti has been an excellent technology partner for us. Their solution has helped us expand our call center business while maintaining utmost service quality even with a remote server location. The intelligent features of the Contact Center Solution from Drishti could very effectively handle our highly successful telemarketing and customer support processes. We recommend it as a quality contact center solution."

PIMS handles huge call volumes on a 24X7 basis and required a powerful solution for their operations. Their servers are set up in Japan and connected to the datacenter in Manila. So the CCS they wanted had to support a hosted set up and provide seamless operations across multiple sites within Philippines. This made their evaluation very precise and strict. After evaluating leading contact center solutions, they chose Ameyo IPCC for its extensible and reliable IP-enabled platform.

Forming the core of Ameyo IPCC is Ameyo Development Platform that supports both premise-based as well as hosted deployment flexibilities. Being inherently multi-tier and multi-tenant, the technology platform very effectively supports a distributed contact center setup. Drishti's execution environment gives a telco-grade extensibility and reliability to Ameyo CCS. Service oriented architecture of Ameyo loosely couples the service entities hence accommodating third party integrations very easily.

Elaborating on the special integration and customizations made to the product, M V R Krishna Rao, Head Product Engineering, Drishti Philippines Inc. says –"The existing CRM of PIMS was integrated with Ameyo and custom interfaces were developed. Their in-house built soft-phones were also made compatible with the solution.  A full-feature communication suite, Ameyo provided PIMS with a special capability of skill-based routing of the inbound customer queries. The customer calls were automatically redirected to most appropriately skilled agent at the center."

Ameyo proved to be a high quality contact center technology for critical business processes of PIMSI. The solution delivered results in minimum time and cost and hence wins the trust of a respected Japanese business house.

About PIMS

Pilipinas International Marketing Services, Inc. (PIMSI) was established in 1999. PIMS is the call center of the entire IPS network (its mother company International Placement Services). With one center in Ortigas and two in Makati, PIMS is an off-shore Contact center of the Japanese conglomerate. Their service portfolio consists of International telemarketing, account management, customer support and technical services.

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

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: May 24, 2010 10:11 AM


Spectranet partners with Drishti-Soft to offer Hosted Contact Centers on the Cloud

Spectranet and Drishti-Soft are set to enter burgeoning hosted solutions market with Spectranet Cloud CC - an on-demand contact center solution powered by Drishti.  Under this partnership, Drishti would be the technology partner to Spectranet for offering a range of Hosted Contact Center Solutions to BPOs and enterprise customers.
 
Speaking on the partnership, Mr. Sunando Bhattacharya, Head-Marketing & Customer Solutions, Spectranet, said, "The hosted contact center business is witnessing a huge growth in India, and the opportunity is very appealing as a new business area. The overall hosted revenues are set to grow at 34.1% CAGR by 2013* and we see a great potential for call center solutions over a hosted platform from verticals such as Telecom, BFSI, Hospitality & Travel, Healthcare, Entertainment and Logistics. India is the largest market with the second fastest growth rate in Asia Pacific and is expected to grow at the rate of 35% in 2010*. Considering this phenomenal growth, Spectranet is happy to partner Drishti-Soft to offer hosted contact center solutions."

The BPO market in India is all set to touch USD 6bn by 2012  and therefore is more receptive for a bouquet of hosted solutions. Over 34% of all BPOs will be using the hosted model within the next decade*. Hosted IT solutions reduce the burden of redundant systems, maintenance and upgrades for companies, while centralized IT setups enable high uptime. By enabling Hosted IT solutions a company can save as much as 41% on Capex in five years* against on-premise solutions and set-ups. End-users get the freedom to purchase only the required modules and bring down the total cost of ownership considerably.

While explaining the benefits of this model, Mr. Vipin Jethi, Vice President - Sales, Drishti, said, "On-demand contact center solutions not only help improve the customer experience but also help organizations improve efficiency and reduce turn-around time & costs. Elimination of heavy capital investments, instant access to cutting-edge technology and rapid results make the model difficult to ignore for the customers."

At the core of the offering is Drishti's patent-pending development platform. With a deep focus on collaborative development, the platform is designed to deliver highly affordable futuristic product offerings. The platform is inherently multi-tier, multi-tenant and SaaS (Software as a Service) ready. The extensive APIs (Application Programming Interface) and base architecture of Drishti's solutions allow multiple application packages support in a single set up. The customer thus gets state-of-the-art, highly reliable call center technology. With least turnaround time and rapid feature development, the bundled solution would be a cost-effective a-la-carte and pay-as-you-go model. The services are currently in Beta testing and are expected to be launched in a month's time.

About Spectranet:

Spectranet is one of the fastest growing communication services providers in India. Launched in 2000, Spectranet pioneered broadband in India. Spectranet was the first private ISP to commission Fiber Optic Network across Delhi NCR, Chandigarh and Bangalore. Initially owned by Punj Lloyd, Spectranet became part of the Shyam Group in June 2008. Being a leading ISP in India, Spectranet offers VoIP services to both Enterprise and Retail customers all over the country. It's customer base comprises a mix of top Indian and foreign MNCs, large-medium-small enterprises and home consumers.

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: May 17, 2010 12:07 PM


Drishti makes advancements to Web Access for easier application collaboration

 Drishti-Soft Solutions announced enhancements in the Web Access API of their award-winning Ameyo Contact Center Suite with addition of customer management capabilities. These new APIs would come handy in exposing customer management interfaces to any third party application. Consequently, Ameyo becomes more integration-friendly and better equipped for application collaboration.

The need for integration with third party systems, applications and tools arises from the basic fact of increasing inclination towards process automation. Enterprises are getting more conscious of the need for high-end applications implementation for business efficiency. In a typical enterprise deployment, Ameyo and third party enterprise systems like Case/Incident Management System, Billing System, CRM etc. need to interoperate and integrate to actualize business value for the customer.

As Nayan Jain, CTO, Drishti-Soft elaborates - "Ameyo's philosophy for third party integration is based on service oriented architecture (SOA) where in all the functionalities provided by the system is exposed as services and other services can discover and use the services it is interested in. To enable fine grained integration, Ameyo exposes the state of the system through a series of events called Web APIs and accepts events from the external system at various integration points."

Web APIs are typically a defined set of HTTP request messages along with a definition of the structure of response messages, usually expressed in XML (Extensible Markup Language) or JSON (JavaScript Object Notation) format. The Ameyo Web Access API exposes Ameyo's customer management interface to a third party application including CRM, Database for high end application collaboration.

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 28, 2010 11:29 AM


Drishti offers custom contact center solutions for Tier II and III regions

The Indian BPO industry is slated to rise to a whopping 220-280 Billion USD by the year 2012. This would generate approximately 2 million direct jobs. This vast opportunity can be capitalized only if the Indian contact center industry penetrates deeper and reaches Tier II and Tier III segment. Moreover, there is a greater need of development in these regions. Penetration of technology would help develop the ecosystem required for the BPO industry to flourish. Drishti introduces special product packaging for the remote location call centers.

Tier II and III regions have a huge drawback in terms of proximity from the technologically developed cities. This creates a natural lag in the industry specific skill-set of the available manpower. For a contact center, overcoming the language and accent barrier, getting trained supervisors and IT personnel and local support from the solution provider become key challenges. Drishti's contact center solutions aim to answer these problems. With cost-effective quality communication technology to offer, Drishti is powering a drive to help uplift the overall social infrastructure of these remote areas.

Recently Drishti became the technology partner to Kladeo Technologies - a leading ITES company in Kerala running an international call center. Drishti's multi-award winning contact center suite (CCS) - Ameyo provided them hassle-free IT and operations management. The agent workbench of Ameyo provides custom scripts and real-time information to the agents thereby assisting them in customer interactions. The GUI-based interfaces of Ameyo are easy to learn, operate and maintain at all levels since it requires no programming knowledge. Problem of skill-availability is thus solved by the ease-of-use inculcated in the solution.

Drishti's focused approach towards the technology solutions for Tier II and III cities reflects in a deliberate manning and operating of more regional support hubs. To back them is their award-winning 24X7 Tech Support. This frees the contact centers from the IT hassles since they have experts available round the clock. For further support of the quality of operations, Ameyo provides strong supervision and quality analysis tools. Self-scoring tools are also available to the agents. A combined analysis of quality feedback and agent scoring helps the call center manager in diagnosing and re-training their manpower to ensure utmost service quality.

Such technology support from the solution provider can thereby play a crucial role in bringing more BPO business to remote areas. The employment opportunities created directly and indirectly by this industry can have an immense impact on the economic uplift of these regions.

About Kladeo Technologies

Established in 2007, Kladeo Technologies Pvt Ltd is a multi faceted company with a portfolio of BPO (Business Process Outsourcing), Software development, Corporate Training, Web Portal Management and Human Resource Development. Our mission is to be a leader in these domains. Kladeo Technologies is guided by eminent personalities and cutting edge technology to meet any challenge in the industry. It is an organization which works towards success by building partnerships.

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 20, 2010 2:06 PM


Ameyo adds business intelligence to customer service goals of Applect Learning Systems

Applect Learning Systems - a group venture of Naukri.com is a leader in educational content development for K-12 segment. The enterprise has a huge client base in the student users of their e-learning website where Students use various paid as well as free self-learning educational services. Applect as a business strategy keeps a track of all the free as well as paid users and creates prospective user lists for telemarketing campaigns. Drishti integrates business intelligence to their marketing campaigns by helping them setup a customer contact center to create revenue generating opportunities.
 
Elaborating on the role played by Drishti's award-winning Ameyo Contact Center Suite (CCS), Swapnil Tripathi, Head-Sales & Marketing, Applect says - "In our business, we have to contact parents and students who are registered users of our website. There is lot of time spent in trying to talk to them since their availability for a discussion is highly undefined. Drishti solution helped us in contacting more consumers within same time and resources and hence improved productivity per resource. To sum it up, Drishti's dialer solution helped us contact more consumers within given time and resources. It has a simple interface and functioning which makes it easy to adapt and install."

Ameyo CCS is a powerful solution that helps enterprises like Applect devise revenue generating marketing strategies. With a smart end-to-end technology solution like Ameyo, Applect could not just manage the student users but also reach out to more users to subscribe to their services. The interactive e-learning module of Applect intelligently maps the intellect of the user and modifies their learning material automatically. Applect collects the user feedback and makes changes to the system based on this. For this, they required a solution that was flexible enough to accommodate these process changes and deliver with the same quality. Ameyo is a next-generation communications suite that empowers businesses to be more adaptable as it dynamically responds to process innovations. SOA and MDA based architecture of Ameyo enables least turn-around-time for business application development at an extremely reasonable cost.

Ashdhir Kinra, Director, Cohesive Technologies (VAR of Drishti-Soft) says - "In the current competitive business scenarios, enterprises have realized the need to be more agile and constantly innovate on their business offerings and services. Unlike the conventional silo approach with disparate systems that lead to bad interfacing, operational inefficiency and high TCO (total cost of ownership); Ameyo eliminates loose integration and operational rigidity. This enables the enterprise transition to a next level of user satisfaction."

Rapidly emerging enterprises like Applect understand the role an advanced technology solution can play in the growth path. With end-users as the focus, business strategies are growing more innovative and involve rapid changes in the core technology. Intelligent and adaptable solutions like Ameyo provide the platform to design and implement changes at a fraction of time and cost as compared to any legacy solution.
 
About Applect

Applect Learning Systems Pvt. Ltd., a Sister concern of naukri.com is a leader in the development of educational content with a deep focus on the K-12 segment. Having worked with global education brands in projects involving education, gaming and assessment, Applect has a significant amount of work in custom content development. Their service portfolio includes development of courseware, assessment items, teaching pieces, simulations, and conventional training materials for clients placed across the globe. Their web-based learning and assessment initiative is a popular platform among students and parents.
 
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: April 12, 2010 9:42 AM


Drishti-Soft announces the launch of Ameyo-on-Cloud 2.0

 In the past few years, the contact center industry has exhibited a move towards SaaS (Software as a Service) model. Here the IT infrastructure resides in the cloud and communication solutions are deployed as service over the network. Being one of the pioneers in IP telephony and SMB contact center technology, Drishti-soft started working on SAAS platform way back in 2006. Thus came into existence Ameyo-on-Cloud series. With concentrated industry focus and precision in the service requirements of businesses, Drishti made major enhancements in their hosted contact center (HCC) solution and launched the latest version called Ameyo-on-Cloud 2.0.

At the heart of Ameyo-on-Cloud 2.0 are patent pending technology innovations from Drishti - Ameyo Component Service Framework and Ameyo Development Platform (ADP). These make Ameyo inherently multi-tier, multi-tenant and SaaS ready. Ameyo supports hosted, premise-based as well as hybrid deployment flexibilities. It provides powerful development tools that help build complex features and innovative business applications at a fraction of time and cost as compared to legacy systems. Leveraging its Model Driven Architecture (MDA), most of the mechanical tasks are automated in the process.

With futuristic technology thought, Drishti is churning out innovations showing an aggressive market capture focus. Beyond SaaS, Ameyo platform is designed to extend to PaaS (Platform as a Service) model as well. ADP can be extended to partners and solution providers to enable them to build custom solutions and applications that can be deployed in the same setup. This gives Drishti a 'beyond the future' edge over competition.

As Sachin Bhatia, VP, Business Development, Drishti-Soft elaborates - "The efficiency of Ameyo-on-Cloud platform comes with its superior architecture and design for providing all-in-one IP and Software based offering having an extremely rich feature set. With real-time information access and response to business changes, Ameyo-on-Cloud 2.0 provides comprehensive solutions to Call Centers, in the most cost-effective a-la-carte and pay-as-you-go manner."

The latest hosted contact center solution from Drishti - Ameyo-on-Cloud 2.0 not just eliminates the heavy technology expenditure but also liberates IT from redundant systems, maintenance and upgrades. On cloud services add sourcing options where the enterprises can deploy both multi-site environments as well as home agents.

Taking about the significant enhancements made to the platform, Nayan Jain, CTO, Drishti - Soft says - "We aimed to provide highest reliability for server connectivity over the cloud. We made optimizations at the server level to make Ameyo-on-Cloud 2.0 more persistent over a public network. Simplification of user interfaces and IT operations was another major thing on our minds. Firstly, the GUI screens were redesigned to inculcate ease-of-use at the base level and then we worked on Ameyo Control Panel (ACP). To reduce operational IT efforts, ACP was enhanced to support business logic and specific alarms/notifications."

Ameyo-on-Cloud 2.0 makes Drishti-soft better equipped to offer SaaS services via partners to large customer base. This would enable the enterprises to unify unlimited number of geographically distributed Call Centers as well as replace the legacy technology with a more powerful one at a lower IT budget. The enhanced product from Drishti's Ameyo-on-Cloud series is ideal for Hosted Contact Center (HCC) solutions to customer-facing enterprises across the globe.

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: April 8, 2010 6:52 AM


Drishti's IPCC helps Contact Center to win business over competitors deploying legacy solution

Gurgaon, March 30, 2010: With rapidly segregating markets, businesses are getting very precise in their demands from the technology powering their processes. As processes are growing more complex and critical, speed of execution for making changes or new enhancements combined with elimination of system failures takes center stage. The contact center business is displaying major shift from rigid legacy solutions to the smarter technology. Drishti witnessed one such incident where, one of their clients Transgenez BPO won a major customer process over a big competitor. The underlying issues were increasing system failure and technology rigidity towards process changes.
 
Since, the points of failure in a traditional multi-box approached IT solution are more and any failure requires costly downtime for fixing the hardware or legacy technology component. Contact centers with such solutions fail to adapt to business needs. Moreover, the legacy technology does not provide any powerful tools for implementation of day-to-day process changes. Ameyo, the all-in-one contact center suite from the house of Drishti provides the reliability and flexibility to power critical customer processes. With built-in multi-level redundancy, the solution eliminates business loss due to system failures. Service oriented architecture (SOA) and Model Driven Architecture (MDA) of Ameyo allows rapid application development. Advanced designer tools help contact centers to engineer and implement a new change in fraction of time and cost in comparison to a traditional solution.

Drishti's Ameyo IPCC became the technology powering a major customer process for Transgenez. The business challenges in this deployment were not just process innovations at the root level and high availability but also a lightning fast implementation. With time critical and demanding customer process to bid for, Transgenez could not afford to go wrong. Any system failure and process delay was an essential loss to the client and thus a major determinant for their business relationship with Transgenez. Ameyo was already powering their outbound campaigns. The system availability of Ameyo was highly impressive for their new client.  The expertise of Transgenez coupled with Drishti's intelligent technology transformed this process into a major success from day one.

Dhaval Kumar Gat, Group CEO, Transgenez elaborates on how Ameyo helped them in their business scaling operation - "Transgenez is a technology savvy boutique outsourcing company with offices in India, USA and UK. With deep industry and functional expertise, leading technology practices, and an advanced global delivery model, we help clients transform their highest value business processes. Our new client process was in its pilot phase and required the technology infrastructure to be up in 2 days. Drishti's team took the challenge and delivered a full-featured inbound solution with built-in multi-level redundancy to power this process without a blip. With a smart technology like Ameyo, we could meet the pre-defined KPIs from initial stages itself."

Unlike the conventional silo approach with disparate systems that lead to bad interfacing, increased downtimes, operational inefficiency and high TCO (Total Cost of Ownership), Ameyo eliminates multiple interfaces for IT and operational rigidity that is characteristic of many traditional contact center technologies. Ameyo dynamically responds to the challenges faced by emerging enterprises like Transgenez by ensuring business availability for maximum customer contact and reducing operational complexities for effortless management. The architectural flexibility of Ameyo delivers least turn-around time and rapid feature development that allows the customer to scale up their process as per business needs within the same IT infrastructure.
 
About Transgenez

Transgenez Solutions & Engineering Pvt. Ltd.  is a leading BPO with clients based out of United States, United Kingdom, Australia, Canada and the Middle East. They have a rich and deep experience in serving clients across the globe. The founding members of Transgenez have built a legacy of service quality and high profitability. They are known for their ability to transform the way businesses are managed globally.

About Drishti ( www.drishti-soft.com )

Drishti-Soft Solutions Pvt. Ltd. Is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.

Publish Date: March 30, 2010 12:23 PM


Drishti's Ameyo IPCC penetrates deeper in SME Call Center market in South India

SIVISIS BPO Chennai, chooses Ameyo IPCC- Drishti's multi-award winning communications suite as the technology powering their processes. Ameyo's low total cost of ownership coupled with a highly advanced feature set makes it a cost-effective end-to-end solution for contact centers. Drishti became the right technology partner for SIVIS since the solution could be implemented within no time and helped them achieve optimal productivity and meet the SLA's from day one.

The Chennai based call center was in the instigation phase and evaluating various industry-grade technology solutions to power their operations. Ameyo IPCC was introduced to them and eventually it became the core of their call center processes. It provided SIVISIS holistic contact management with seamless component integration between ACD & IVR, CRM and Database, advanced CTI features, Voice logger, and Report Designer modules. Ameyo provided cost containment without compromising on the quality.

R Saravana Kumar, MD, Sivisis says - "We at Sivisis were very keen on the quality of operations. We wanted advanced supervisory controls and real-time reports to ensure maximum productivity from our call center processes. Ameyo’s supervisor dashboard became the ultimate tool for us. The interface provided bird's eye view of agents, queues, call traffic and resources that could help us identify any breach in SLA's and hence faster resolution of the issues. Ameyo’s reporting module was quite effective in providing us business specific reports in the format we preferred."

Ameyo as a solution automated complex routine processes of Sivisis that gave the customer service representatives at the BPO more time in engaging with profitable customers. Sivisis was looking for a solution that could ensure business availability for maximum customer contact and reduce operational complexities for effortless management. Built from ground-up using standards based software, Ameyo ensured complete extensibility, reliability and availability for Sivisis.

Kamesh T, Sales Manager, Drishti adds further - "The next generation call centers are smart and understand the importance of technology in their operations. They choose the highest standards when it comes to features or reliability without sacrificing on the budget constraints. We at Drishti focus on building an affordable and future proof technology for our customers." The technology platform of Ameyo empowers businesses to become more agile and adaptable. Sivisis selected a quality technology platform to derive an edge in the competitive BPO markets in India.

About Sivisis

SIVI Software and Infrastructure Services (SIVISIS) is a global business, IT and infrastructure development company that delivers consulting, systems integration, and outsourcing solutions. With deep industry and functional expertise, leading technology practices, and an advanced global delivery model, Sivisis helps their clients transform their highest value business processes and improve their business performance.

About Drishti ( www.drishti-soft.com )

Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.

Publish Date: March 22, 2010 8:29 AM

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