Drishti launches Interactive Broadcast 2.0

Gurgaon, 14th June 2010: 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.

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

Gurgaon, April 12, 2010: 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.

QDF, Philippines adopts Drishti’s Ameyo Technology to manage Ofcom Regulations compliance

Drishti-Soft enables Quinn Data Facilities (QDF) Inc., Philippines to effectively comply with Ofcom regulation while maintain an aggressive call pacing ratio. The next-generation ITES Company opts for a smarter technology solution to manage a business lead while following the norms laid down by Ofcom. With an intelligent technology like Ameyo, QDF experienced a growth of over 200% within 12 months of deployment.

As Ms Joy Presillas, General Manager of QDF – Quinn Data Facilities, elaborates – “For our client base in the UK, Ofcom Regulations compliance is a mandate. The earlier solution we had limited us in this area. We were looking for a platform which will take care of the compliance and give us the call pacing we were targeting. Effective blend of both was the key factor for the narrowing down to a solution. Drishti’s Ameyo gave us the capability to choose an aggressive pacing while the predictive dialing algorithm took care of call abandons so that we do not exceed Ofcom limits.”

As a result of initial ‘over-enthusiasm’ by contact centers, regulations were implemented to keep a check on the silent or abandoned calls. Silent calls occur when automated outbound dialers generate more calls than can be answered by call centre staff and hence the receiver does not hear an agent voice. This can be annoying and irritating and for some people can cause worry and anxiety. Such calls are disposed as abandoned calls by the dialers. Regulatory authorities like Ofcom and FTC have laid out guidelines on handling of abandoned calls.

However, as the pacing is apprehended, there arise situations where the dialing lists are much larger than what the agents are actually handling. There might be times that the agents are sitting idle because the dialer is unable to generate enough live connects due to restricted call pacing. This directly affects the business productivity. Hence, a smarter solution providing compliance and productivity to both is the obvious choice for any next generation call center to grow.

Ameyo implements intelligent LearnSys Algorithm for predictive dialing and supports dynamic pacing. Here the call abandons allowed can be set and Ameyo dialer will automatically tone down the call pacing ratio if call abandons near the pre-set limit thereby taking care of Ofcom regulation compliance. Beyond the compliance, various functionalities of Ameyo and the architectural flexibility to accommodate integrations & customizations define the advantages of Ameyo as a call center solution.

As Varun Bansal, Country Representative, Drishti Philippines adds – “QDF had chalked out the need for a continued monitoring and analysis tool to ensure that they meet their Key Performance Indicators (KPIs). We made customizations in Ameyo to provide a tailored sales dashboard displaying real-time sales statistics on hourly basis to suit their processes. Even their technical queries were responded and resolved by our 24X7 Help Desk with promptness and efficiency. We are pleased to have helped QDF transition from the previous legacy solution to the smarter Ameyo.”

With Quinn Data Facilities, Drishti Philippines adds another key client to their rapidly increasing customer base in APAC. Cost-effective and quality solutions from the house of Drishti coupled with their excellent local support are winning them appreciation from major BPOs in the region.

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.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.

Drishti launches Ameyo Care

Drishti-Soft Solutions, a leading provider of communications solutions, announces the availability of its advanced customer help-desk system, Ameyo Customer Care, with its all-in-one Ameyo communications suite.

With collaboration functionalities over the Internet, phone, SMS, and FAX with real time dashboard, Management Information System (MIS), escalation management and service level management, ACC meets the most challenging aspects of customer support and helpdesk.

It has real time chat functionality and real time dashboard with ticket summary including date of creation, first response time, and resolution time. ACC aids in quick issue resolution through Email/SMS Integration. Moreover, it facilitates professional management of support requests, transparency through live support details and overall high responsiveness. Time-based Automatic Escalation ensures smooth operations and higher customer satisfaction.

The complexities involved in providing round-the-clock customer support cease to exist owing to the robust architecture and customer friendly features of Ameyo Care. According to Alok Gupta, Manager (Engineering), Drishti , “Ameyo Care was envisaged to provide an alternative way of communication between customers and Drishti Service desk with no dependency on email clients and chat software, the intent being to use a central tool to manage relationship with the clientele.”

Ameyo Care focuses on automation of customer support system. It provides market facing organizations with the right set of tools to simplify customer service. This Customer Helpdesk is designed to meet the specific business requirements of organizations of all size and nature.

About Drishti

Drishti provides Contact Center Software & Enterprise Communications Solutions. The Company creates innovative Communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Drishti’s 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 innovative solutions are running successfully at hundreds of client locations across the globe. The Company has been awarded the NASSCOM Innovation Awards 2008, IP Contact Center Technology Awards 2008, Member’s Choice Award 2008, and the BPONews Best Contact Center Solution 2007. Drishti is also among the Deloitte Fast 500 Company in APAC, and a Red Herring finalist.

Visit:   Predictive Dialer
or  Call Center Software

Drishti partners with Concent, Indonesia

Drishti-Soft Solutions, a leading provider of Communications Solutions, partners with Concent Solutions, a provider of contact center solutions.

Technology requirements of South Asian businesses are unique. Earlier, Indonesian contact centers would use traditional PBX as a central component, and build applications on top of it, or integrate with 3rd party software. Multi-vendor approach would often result in complexity and integration issues.

Says Mr. Tommy Gautama, Managing Director, Concent Solutions, “In the past, call center owners in Indonesia had to look for multiple vendors to build a complete Customer Interaction Management System, which brought in a lot of complexity and hassles in terms of managing, running and owning a system. Administrators had to manage multiple PBX and Voice Logger boxes.”

An all-in-one solution allows contact centers to link multi-site operations with a single platform, and also automate multimedia queuing and routing. Moreover, such a solution can also reduce costs by upto 70%. Businesses which use all-in-one solutions generally do not face vendor hassles, downtimes and various IT-related issues. In future, call centers would require comprehensive, next-generation, IP-based solutions in order to function smoothly and efficiently.

According to Mr. Sachin Bhatia, VP, Business Development, Drishti – “Call centers in South Asia have accepted the fact that a unified technology platform can show tremendous improvements in profitability and process efficiencies. They need a complete technology solution that can manage their unique requirements and adapt to changing business scenarios.”

Drishti’s all-in-one platform, Ameyo, offers comprehensive customer care solutions that simplify integration-related issues in order to improve the Customer Interaction Management systems of businesses in emerging economies like Indonesia.

Citing the reason in choosing Drishti as a business partner, Mr. Tommy remarks “Ameyo helped reduce the management overhead through its reliable, extensible and flexible technology, while additionally cutting down costs. We are sure with Drishti we would be able to provide the most advanced integrated solutions to Indonesian contact centers.”

Both Concent and Drishti believe that this partnership can help them expand their presence in the Indonesian markets. “With Concent, Drishti is sure of aggressively establishing itself in the Indonesian Market”, says Mr. Bhatia.

Drishti’s solutions are ideal for call centers and other businesses that want to migrate from legacy PBX based boxes to full blown contact center solutions, at affordable costs. The company provides holistic solutions for inbound, outbound and blended Customer Facing processes such as Customer & Technical support, telemarketing and collections.

About Drishti
Drishti provides Contact Center Software & Enterprise Communications Solutions. The Company creates innovative Communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Drishti’s 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 innovative solutions are running successfully at hundreds of client locations across the globe. The Company has been awarded the BPONews Best Contact Center Solution 2007, IP Contact Center Technology Awards 2008, Member’s Choice Award 2008, and the NASSCOM Innovation Awards 2008. Drishti is also among the Deloitte Fast 500 Company in APAC, and Red Herring finalists.

Drishti ACD (Automatic Call Distributor) System

ACD (Automatic Call Distributor) manages inbound calls and routes them to all the available agents who are logged in to a system. Usually, the number of inbound calls for any contact center is more than the number of agents available, and it may happen that some agents are overwhelmed with calls while others are idle. ACD ensures uniform call distribution across available agents and balanced load distribution across multiple office locations.

Imagine you have 10 agents and 30 incoming calls at any given point of time. Out of those 30 customers, 15 only wish to perform routine tasks such as checking their account balance, while the rest need to speak to a customer representative. Assuming even distribution of callers of both classes, we can safely compute that your agents will be attending to 5 from each category. Ideally, your agents should only be attending to the 15 from the second category, and those from the first category should be directed to an automated attendant of some form. Instead, you have 20 customers waiting their turn, when you should have less than 5 in the queue. In another scenario, you have a caller who wishes to speak to an agent in Spanish. Only 2 of your 10 agents are proficient in Spanish, while the rest do not know Spanish. You have no way to ascertain that all Spanish speaking customers are directed to those 2 agents only, while the rest attend to the English speaking customers. To make things more complicated, if you your agents and callers distributed across the country, there is no way to direct the traffic from one region to the customer care center in the same location as the origin of the call as those agents may serve the callers better and faster.

With Drishti’s innovative Automatic Call Distributor (ACD), you can tackle such complex problems with sound inbound call management and intelligent load distribution. Pre-integrated with the IVR, our ACD can manage queues and perform skill-based routing, which ensure that your callers are talking to right people without spending much of their precious time waiting for an available agent. With flexible database integration you can integrate our ACD with most third-party database such as MySQL, DB2, Oracle, among others. Reporting and performance management capabilities empower you to view real-time data in top-down, graphical, hierarchical or plain text format for optimal resource allocation and process improvement, which in turn lead to higher revenue generation. Our user-friendly CRM enables fast access to information, and can integrate seamlessly with third-party CRMs. Moreover, the solution can be deployed for both localized, as well as distributed set-up with centralized administration for your supervisors to manage caller queues efficiently from anywhere in the world.

With unlimited capability to configure process specific components and define custom skills for agents, ACD solution is perfect for businesses have high call influx from multiple locations with a high ratio of customers looking for specific information. Multiple IVR systems distributed across geographies can interface with a central ACD unit to direct calls to appropriate customer care centers. Whether it is adherence to policies, regulation compliance, conflict resolution, data mining, quality assurance or personnel coaching, our advanced voice recording capabilities are ideal for storing and retrieving voice data. The comprehensive reporting capabilities allow you to customize over 200 reports and assimilate data pertaining to performance and efficacy Our ACD solution makes it easier to scale up your operations effortlessly and quickly, and with least infrastructure costs. We have done away with the encumbrance of adding expensive hardware for adding as few as five seats or as many as hundreds. With our efficient architecture and high execution speed, we can have twice as many agents on the same hardware as compared to other solutions. From growth perspective, the ACD system allows you to build upon functionality and scale over time as your operations demand, without huge investments in hardware and telephony equipment.

Drishti Announces Availability of Reportika with DACX Ameyo Communications Suite

Drishti-Soft Solutions, a leading provider of Communications solutions, has announced the general availability of next generation call centre reporting application, ‘Reportika’, with its All-in-One Communications Suite- DACX Ameyo, to enterprises to help them manage reports efficiently.

Drishti’s next-generation reporting tool, Reportika, enables contact centers to access and manage information in the most adept manner. The web-based interface allows managers and administrators not only to access reports from anywhere, but also to constantly innovate using different parameters to achieve operational efficiency.

Each business is different in the way it operates. Information access and management is the key to achieving operational efficiency, and this is what matters the most to the contact center business. Call centers using standard reporting software actually use a sub-set of control on performance parameters and information power. They can achieve a lot more (in terms of operational efficiency) by constantly innovating around their business processes to achieve higher business results. The requirements of Administrators and Managers in context with campaign management, monitoring agent performance and other issues keep on changing. Moreover, the reports that managers require might not be equally productive for supervisors or administrators. And when we say ‘reports’, we are not talking about a few hundred reports; we are dealing with enormously large amount of unstructured data. The challenge is not just to manage raw data, but also to generate reports from them in a user-specific way.

Says Mr. Alok Gupta, Drishti Soft Pvt. Ltd., “Reportika would serve the purpose of providing contact centers with advanced, customizable tools, to help them fulfill their complex reporting requirements and implement customized report structures. An advanced tool like Reportika would ensure that managers and administrators would be able to derive meaningful information in a manner they prefer for a range of parameters from SLA to performance.”

Drilling information from heaps of hidden, clustered data to present it in different ways is crucial for contact center managers, supervisors and administrators, to achieve high productivity. The dynamic reporting tool, Reportika facilitates them to fetch selective data in runtime, and thus aids them in increasing operational efficiencies. Unlike legacy reporting tools, Reportika has been developed in such a way that it can cater to the ever changing requirements (which are obviously demanding) of administrators, managers and supervisors in the Call Center domain.

Additionally, Reportika allows even those users to design reports that have very little knowledge of SQL and Database. Throughout the development process of Reportika, the focus has been on ‘simplifying technology without compromising on functionality’. Using Reportika, the user can configure multiple outputs for reports. For example, the summary and details of a particular report can be integrated into a single report. Moreover, it has three different components viz. Designer, Deployer and Runner/Runtime for designing reports, installing reports and executing reports respectively.

Modern Contact Centers can simplify their business processes, and enhance their productivity using advanced tools like reporting.

About Drishti
Drishti provides Contact Center Software & Enterprise Communications Solutions. The Company creates innovative Communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Drishti’s 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 innovative solutions are running successfully at hundreds of client locations across the globe. The Company has been awarded the BPONews Best Contact Center Solution 2007, IP Contact Center Technology Awards 2008, Member’s Choice Award 2008, and the NASSCOM Innovation Awards 2008. Drishti is also among the Deloitte Fast 500 Company in APAC and Red Herring finalists.

 

Call Center Software,  Predictive Dialer,  ACD,  IVR

Drishti Soft Solutions Pvt. Ltd. wins the NASSCOM Innovation Awards 2008

Drishti-Soft Solutions, a leading provider of Communications Solutions, has been awarded the NASSCOM Innovation Awards in the Market Facing- Business Model and Business Process segment.

According to NASSCOM, “This category includes IT services and products that have enabled a customer /customers to realize value through a transformation of their Business models, business processes or other structural change such as realignment of their IT Architecture”.

IT (Information Technology) plays a crucial role in market facing organizations. Each market facing organization has specific business requirements and hence operates in a different way as compared to its counterparts. A lot also depends upon its organizational DNA. Drishti provides next generation technology solutions enabling such organizations to constantly innovate around their business processes in order to achieve higher operational efficiencies and customer experience.

Drishti’s technology platform- DACX is a breakthrough innovation in the field of Communications Applications. DACX development platform facilitates rapid application development. The MDA driven development approach (with code generation and UI framework) allows for complex workflows to be designed from the UI, thus reducing the development time by up to 75 per cent. DACX execution framework, based on SOA and distributed architecture, is linearly scalable and meets the specific needs of Communications Applications like real time processing and carrier grade aspects, and provides for easy integration with Enterprise Applications.

Says Mr. Bishal Kumar, CEO Drishti, “Operations and IT Managers have to work closely in a market facing organization in order to ensure that a particular set of employees can serve a comparatively larger and segmented customer base. This can be facilitated with a well-deployed information flow. They need to implement a unified IT Architecture that can integrate tightly with business processes, and enable uninterrupted information flow from one end to other. Drishti enables enterprises to unify their IT infrastructure into a single window which helps them manage their diverse workflows and business processes”.

DACX is accepted as a next generation technology solution by contact centers in emerging markets. The solutions specifically aim for higher business returns with use of latest technology. Apart from standard contact centers, DACX Ameyo is also empowering many reputed market facing organizations like Motilal Oswal and BigTree.

About Drishti ( www.drishti-soft.com )

Drishti provides Contact Center Software & Enterprise Communications Solutions. The Company creates advanced communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Drishti’s 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 innovative solutions are running successfully at hundreds of client locations across the globe. The Company has been awarded the BPONews Best Contact Center Solution 2007, IP Contact Center Technology Awards 2008, Member’s Choice Award 2008, and the NASSCOM Innovations Awards 2008. Drishti is also among the Deloitte Fast 500 Company in APAC and the Red Herring finalists.

Predictive Dialer

A Predictive Dialer automates outbound calling procedure while managing multiple campaigns and leads. With a predictive dialer, the productivity of any contact center can be increased by more than 300% over manual dialing.

It is very tedious to manually call up hundreds of prospects and track information pertaining to every customer. The job becomes more complicated when more than 60% of the calls are responded to by an answering machine, or with a busy signal. And we are not counting wrong numbers, dialing and response time, number of redials in this figure. With talk time of 10-15 minutes per hours, your business is taking a hit because of low prospect-to-customer conversion ratios. Your supervisor may never know whether an agent is actually talking with a customer, or his new-found girlfriend on the net. Moreover, you may also anger certain folks who have subscribed to Do-Not-Call (DNC) lists, or those who do not wish to be called at certain times of the day. Last but not the least, there are no metrics to improve processes or manage multiple campaigns and the management does not have meaningful data in the form of structured reports or voice records for quality and policy compliance.

Our Predictive Dialer solution is an integral component of the DACX Ameyo that takes care of all these and a host of other productivity deterrents. It is a complete outbound solution that can be deployed as a stand-alone product, or as a part of DACX Ameyo. Its comprehensive capabilities including voice recording, quality monitoring, reporting, CRM, and multiple campaign and lead management are designed to increase your contact center productivity by automating the outbound dialing processes. With automation of most time consuming manual dialing functions usually handled by agents and supervisors, our dialer increases your talking time significantly and gives you much more control over your operations.

Our Predictive Dialer’s best-of-breed technology ensures lowest dropped or abandoned calls, eliminates unproductive calls (Answering Machine Detection, busy signals, SIT tones) and manages leads and campaigns intelligently. Its revolutionary predictive dialing algorithm (Learnsys™) is based on machine learning. It learns via more than 40 parameters (connectivity ratio, lead quality, agent’s performance) at run-time, by constantly monitoring them, and intelligently decides on number of calls to be initiated at any given time. It impacts the connect ratio significantly, scoring around double the number of contacts in comparison to other standard predictive dialing solutions. With advanced scripting, you can provide your agents with the latest and customized data for optimum customer experience.

The dialer successfully meets the requirements of any kind of outbound campaign (telemarketing and sales, collections) to be run at optimum levels with low Total Cost of Ownership (TCO), ease-of-use, and deployment flexibility. Its hybrid capability to work seamlessly with VoIP, as well as TDM based technology, allows it to function with any type of underlying network infrastructure.

Architected for high extensibility, it allows you to integrate additional features (generic or process specific) for current as well as future requirements. Moreover, it works seamlessly with any third-party components (CRM, telephony equipment, third-party software). It can be deployed across multiple locations or sites, and can be scaled up effortlessly to incorporate any process requirement.

Visit: www.drishti-soft.com and www.dacxameyo.com

VOIP Phone System

Call generated over IP telephony network are carried via SIP/IAX. The calls are further routed to agents via media gateway or VoIP provider. DACX core is integrated with ACD for managing inbound call traffic and a dialer for throwing outbound calls. No propriety hardware or software is required as the softswitch handles all communications. The inbuilt voice logger ensures 100% blind recording.

VoIP Deployemnt