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Drishti diversifies its market presence in Bangladesh by partnering with GPIT

Vijaysharma1 — Tue, 31 Jan 2012 00:25:51 CST

Drishti-Soft, a leading provider of software solutions, and GPIT Bangladesh, the IT offshoot of Grameenphone, join hands to capture the emerging business opportunities in Bangladesh. With a presence in the region for more than three years and partnering with GPIT, Drishti is on a growth trajectory and creating a global business network.

Sharing his views on the partnership developed, Mr. Mehedi Maruf (Head of Market Communication), GPIT, says, “The call center space of Bangladesh has provided an excellent opportunity for it to gain entry into the global market. In order to strategize long term growth as well as acquire competitive edge, the contact center industry needs software solutions that can cater to the dynamic needs of the country. For this, we decided to partner with Drishti, whose communication solution, Ameyo is perfectly suited for effective addressal of the IT requirements of Bangladesh.”

Elaborating on this, Sharat Chandra, VP-APAC, Drishti-Soft, says, “Drishti recognized the potential of the contact center industry of Bangladesh by understanding the technology needs of the market. Still under the nascent stage, the industrial goals are to enhance productivity, improve efficiency and remain flexible in their search for growth prospects. Solutions that are flexible and scalable to map to dynamic market environment is the need of the hour. Drishti has the right expertise and software solution that has helped it in becoming the partner of choice for GPIT.”

The call center industry is gradually gaining a foothold in Bangladesh, as the country boasts of immense progress in terms of salary and career success. It is a favorable market for communications solutions to flourish and a complete solution like Ameyo is the perfect fit for the region’s contact center industry. Ameyo brings in an innovative approach and Service Oriented Architecture (SOA) that simplifies communication processes, increases development & deployment speed, and provides flexibility while reducing IT costs. The partnership looks fruitful as it has drawn Drishti closer to an enormous opportunity to tap the business markets of the continent.

About GPIT:

Grameenphone IT Ltd. is the leading and the fastest growing IT company registered with the Registrar of the Joint Stock Companies and Firms of Bangladesh under the Companies Act 1994. It is a subsidiary company of Grameenphone Ltd. which is the largest mobile operator company in Bangladesh with more than 30 million subscribers. It provides end to end IT solutions which are unsurpassed in value and quality for Bank, Financial Institute, FMCG, Pharmaceuticals and Telecom Industry. They have proven capabilities in driving initiatives to surge forward a nation’s technological development.

About Drishti (www.drishti-soft.com):

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

The SIP School ~ Blog

vocale — Tue, 24 Jan 2012 03:18:08 CST

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Leading Real Estate Developer chooses Ameyo for Customer Interactions Management

Vijaysharma1 — Tue, 22 Nov 2011 00:41:12 CST

Ameyo becomes the technology of choice for high-value customer experience management operations of Peninsula Land Limited. The leading real estate developer was looking for a solution to enhance their customer’s experience as well as their customer reach program. They needed a solution that can easily integrate with the Microsoft Dynamics CRM in order to provide a unified IT system for their employees.

As Kailash Kamal, IT head of Peninsula Land Limited elaborates - "We were looking for a dynamic and robust technology platform that could help us achieve higher quality of customer interaction management. The other key requirement included solution's capability to integrate with third party application"

Being one of the largest players in the Indian real estate domain, Peninsula Land Limited had stringent criterions to choose the technology. After evaluating various business requirements and aspects including scalability and ease of integration, the leading real estate developer zeroed down on Ameyo, the multi-award-winning solution from Drishti.

Adding further Kailash said "Ameyo enabled us to improve our sales strategy to deliver significant increase in our business productivity. The solution was flexible as well as responsive to integrate seamlessly with Microsoft Dynamics CRM thereby simplifying sales processes for us. The solution helped us in automating our process allowing us to focus our resources on core business practices."

Ameyo is built on SOA and MDA based solution architecture, leveraging this enterprise can easily enable process automations and customizations on-the-fly. Ameyo is feature-rich contact center software equipped with high-end features and capabilities which empowers enterprises to effectively manage their business resources and enhance productivity.

About Peninsula Land Limited

Peninsula Land Limited (PLL) is one of the largest players in the Indian real estate domain and a part of Ashok Piramal Group. Peninsula is known for creating projects of international repute. They are known for their professional corporate management, international landmarks and value additions thorough their knowledge of key issues and challenges of developing properties. Peninsula's stronghold is visible in Western India - having established a solid footing in Mumbai; they are now spreading into other parts of India.

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.

Ameyo powers highly successful call center operations for VADS BPO, Malaysia

Vijaysharma1 — Tue, 08 Nov 2011 07:28:45 CST

VADS Berhad - a subsidiary of Telekom Malaysia is using Ameyo as the technology for its contact center processes. The outbound call center was established to create new business opportunities and serve as a parallel revenue-generation unit. Award-winning call center software - Ameyo helped VADS implement a structured customer contact strategy while the easy-to-use interfaces added efficiency to the agent's call-handling capabilities. Ameyo also enabled real-time performance monitoring and voice logging, mandatory for compliance to various international dialing regulations.

Talking about the solution, Bernard Chin, VP - BPO Enterprise at VADS Berhad says - "With full integrated system on Ameyo Communication Suite & our own in-house developed CRM solution, we were able to optimize our Contact Centre to the best industry standards. This helped us bag the 'Best Outbound Contact Centre' award at the recently concluded CCAM Awards 2011. With the help of a highly efficient technology system working as a backbone, we have achieved full control on our agent productivity, campaign performance, quality assurance and customer experience."

"Ameyo not just automated the sales process for VADS, but also helped them extend per day connect rates beyond the prevailing industry standards. The solution is easy to operate, manage and maintain and has helped the BPO establish a strong quality control of the calling processes that is reflecting on the efficiency increase achieved." - says Sharat Chandra, VP Business Development - APAC, Drishti-Soft.

Ameyo is an end-to-end customer interactions management suite. The solution provides automation of customer contact processes and enables interoperability within the underlying applications like billing systems, CRM, Database etc. to create a custom technology infrastructure. It also provides multiple touch-point access to customers converging into a unified platform easily manageable by the organization.

A unified approach enabled by Ameyo allows measuring of the effectiveness and cost of interactions and optimizing them around customer segmentation. The deploying enterprise can implement differentiation of service amongst customer segments and USPs against competition. Ameyo acts as a single solution to manage customer on-boarding, retention and revenue assurance. VADS Berhad added value to their customer contact operations with Ameyo as the technology base.

About VADS Berhad

VADS Berhad (VADS) is one of Malaysia's leading Managed ICT Service providers and an award-winning BPO. Having grown from a joint venture between IBM Global Network Services and Telekom Malaysia Berhad (TM) in 1991, today VADS is wholly owned subsidiary of TM; serving more than 500 medium to large businesses across industries. Their service portfolio includes Value Added Services, IT Services and Business Process Outsourcing. With expertise in information technology and communication, VADS empowers businesses with value-based innovative solutions and services.

About Microtel Technology

Founded in 2000, Microtel Technology is a respected name serving the ICT industry in Malaysia. Microtel is a developer and provider of innovative communication products for professional industries. Offering simple, innovative and affordable communication solutions their product range comprises of contact center software solutions, professional headsets and interfaces for call centers and office, professional telephony and professional wireless communications.

About Drishti(www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

Ameyo Communication Suite manages interactions for largest financial services firm in Bangladesh

Vijaysharma1 — Wed, 02 Nov 2011 07:37:06 CDT

Ameyo Customer Interactions Management tool becomes the technology powering the customer care unit of IDLC. The operations ranged from business administration to legal processes and with a disparate set up of work operations; there was a rising need for consolidation of the work process. There was deterioration in the number of repeat customers, thereby leading to a failure of customer retention ability. With Ameyo as the driving force, the interactions were efficiently managed without worrying about the wastage or redundancy of existing resources.

Adding further Surajit Roy, Senior BD, Drishti-Soft says, "Dependency on manual management of processes was leading to downtime and increasing the scope of human errors. Automation was needed in order to improve business efficiency by a considerable amount. Ameyo provided the much needed automation and boosted customer satisfaction levels. IDLC has recorded a remarkable increase in customer retention owing to Ameyo’s unified platform."

As a financial service provider, the interactions were mostly query-related, legal processes, transaction-associated and also a network of communications that took place within the workplace. Safeguarding the information of the customers and ensuring secure interactions forms a vital part of any financial organization. Also a better customer-query response that can be facilitated through a CRM becomes important. Ameyo provided for a common infrastructure across organizations and gave a holistic customer view across various units.

Ameyo is feature-rich call center software that comes equipped with high-end features such as auto-attendant and risk management which enables the desired reliability and safety. It can effectively manage the resources so as to ensure maximum productivity. A bird's eye view of the operations, regular tracking of incidents and skill-based routing of the calls, all of these contributed in easing out the complexity involved in manual handling of interaction processes. Equipped with the power of Ameyo, IDLC can now plan a rapid business expansion on the same technology infrastructure.

About IDLC:

IDLC is the largest financial institution (non-banking) and one of the leading investment and merchant banks of Bangladesh. It was established in 1985 with the collaboration of reputed international development agencies, such as Kookmin Bank, Korean Development Financing Corporation, International Finance Corporation of the World Bank Group, Aga Khan Fund for Economic Development, German Investment and Development Company.

About Drishti(www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

Drishti-Soft Launches Ameyo 3.0 - The Next-Level of Automation

Vijaysharma1 — Tue, 18 Oct 2011 06:12:35 CDT

Earlier today, Drishti-Soft the company behind the popular Ameyo version 2.0 announced the release of the upgraded Ameyo version 3.0. Packed with the more features than its predecessor. The new version also includes some new advancement such as user enhancements and an intuitive graphical interface.

"These advancements are a long time coming." Said Bishal Lachhiramka CEO at Drishti-Soft. He continued by saying. "We didn't want to just upgrade our version by adding 1 or 2 features. We developed the upgrade by making sure that everyone could avail the rich and robust solution."

In addition to the heightened user performance and intuitive graphical interface, new packages have been launched catering to every need and every market possible. "Customers are the driving force behind Drishti-Soft's innovation strategy. We have designed the new packages to reflect the specific demand of all of our customers, not only to the large contact centers. We have also provided solutions for the smaller contact centers and even enabling enterprises with the next level of automation all the while the solution is offered at an affordable value." Said Sachin Bhatia, VP at Business Development at Drishti-Soft.

The Ameyo version 3.0 is not only more powerful than its predecessor but allows the ability for customers to pick and choose based on their specific requirements. This allows the upgraded solution greater depth of detail. "We have defined more usability features that definitely empower every user across levels, this empowerment plus the new graphical interface makes their jobs much simpler." Bishal added further.

The new Ameyo 3.0 upgrade is initially launched in India and Drishti-Soft is providing existing customers with an upgrade to the new version.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

Yesso BPO switches to Ameyo for managing critical outbound process

Vijaysharma1 — Mon, 10 Oct 2011 06:34:54 CDT

Ameyo Communication Suite becomes the technology of choice for Yesso Global Services. The premier BPO service provider was already using a leading outbound solution. However, the critical client processes on floor required operational flexibility from the existing dialer where it lagged. By switching to Ameyo, they could not just deliver better but also ease-out the hassles from IT management. The prompt and efficient direct support from Drishti was another incentive for Yesso.

Talking about the experience, Mr. Yethish Kumar, Executive Director, Yesso BPO says - "We were using a well renowned European based dialer for our international dialing campaigns. The solution was working well but was rigid towards the dialer configurations our processes required. Also the third-party support system was a problem. We decided to switch and chose Ameyo. The solution was highly efficient and surprisingly easy-to-use. The UI's were very well-designed that simplified the IT management considerably. Drishti team was quite responsive and quick to resolve all tech support issues. We plan to increase our Ameyo-reliance further."

In international dialing scenarios, the dialer performance is tested to the max. With business criticality involved, any call center cannot afford to risk system availability. Only a robust solution that can ensure very high-uptimes and also provide the necessary flexibility for process-specific changes on-the-go can survive. "Ameyo Communication Suite is an award-winning solution that has patent-pending development platform at the core. The SOA and MDA based solution architecture makes it extremely easy to adapt to business requirements. Also, the user-interfaces of Ameyo have been designed to simplify both operations as well as solution management. Ameyo presents a feature-rich technology package that is capable of delivering even in very demanding business set-ups." says - Kamesh T, Sales Manager at Drishti-Soft.

About Yesso:

YESSO Global Services is a premier global provider of outsourcing services across the front and back office that specializes in domains such as health care, tourism and BFSI. By combining highly trained people with scalable state-of-the-art technology and proven business methodologies, they deliver dependable and realistic service levels to the clients from the start. Headquartered in Chennai, the BPO provides Call center (in bound & out bound process) voice, customer support services, telemarketing, technical support services to clients across major industry verticals.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

Ameyo manages business interactions for Top HR Solutions Company

Vijaysharma1 — Tue, 27 Sep 2011 06:39:23 CDT

Drishti's Ameyo Communication Suite becomes the technology behind multi-level interwoven business processes of Adecco India. The Bangalore-based HR solutions company offers temporary staffing, permanent placement, outsourcing, consulting and outplacement services to A-list companies. Ameyo helped in consolidating their diverse communication processes across different entities as well as business units involved. With Ameyo, the entire information was centralized and provided for better control and transparency of operations.

Elaborating further on this Adecco India says, "Being an HR solutions company, our day-to-day interaction processes were intricate and complex. Ameyo introduced a structured framework to our interactions and gave us the required efficiency. With Ameyo, we realized that we could significantly enhance our business processes, without the need of any extra resource. It is a promising solution and a great contributor to future business expansion."

The communication processes in an HR firm includes a two-way communication between companies, clients, candidates and agents within the company itself. This leads to a cobweb of interactions which are highly intricate and complex. A dire need for a solution arises that is able to simplify and make way for ease-of-communication. Ameyo orchestrated the work flow on a unified platform and thereby increased the efficiency considerably. It also enabled better inter-operability between the disparate units and reduced manual hassles and latencies.

Ameyo is a CIM application that provided next-gen, innovative technology tools such as automated reminders, scheduling and information management. It seamlessly integrated with their underlying database and hence there was a drastic reduction in time, efforts and cost. Reusing of existing applications led to tremendous savings apart from acquiring quicker and better results. The operations were fully automated and this provided a leeway for the agents to divest their efforts in coming up with new and innovative ideas. With the power of a robust solution, Adecco is fully equipped to scale up their business processes on a large scale.

About Adecco India:

Headquartered in Bangalore, Adecco India is a leading end-to-end HR solutions company. The services portfolio of Adecco includes Executive Search, Recruitment, Learning and Temporary Staffing services to client organizations across industry verticals such as ITES, telecom, media, entertainment, consumer services, retail, agriculture and agri-based organizations amongst many others.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

Bangladesh-based business group chooses Ameyo for international BPO processes

Vijaysharma1 — Mon, 19 Sep 2011 04:35:30 CDT

Drishti's award-winning call center software, Ameyo, powers high-demanding international outbound operations for a Call Center in Bangladesh. The BPO is a division of well-respected Runner Group of Companies and offers international telemarketing services to countries like Australia and Canada. Ameyo provided a robust outbound technology that completely automated the dialing processes and delivered high productivity even in multiple shift scenarios.

The technical team at The Runner Group was looking for a robust platform upon which they could build their infrastructure. For this, Drishti's team conducted on-site demos in order to present the key features and benefits of Ameyo. With strict evaluation criteria and competition from other leading vendors, Ameyo emerged as a solution of choice for the international BPO.

Talking about the experience, Mr. Dipak Chaki, AM, Runner System Technology (RST) says - "Our process SLAs were very stringent and we needed a technology that could help us match them. Ameyo proved to be absolutely reliable. The user interfaces make Ameyo very easy to operate. Also it gives us remote web-based access to the system that further simplifies work operations for us. The add-ons definitely include quick after sales support which is a rarity for other solutions."

Drishti has an extensive portfolio of outbound dialing applications. Ameyo Predictive Dialer provides dynamic call pacing ratio that is suitable for standardized as well as aggressive calling scenarios. The deploying call center can choose a paring ratio and define the contact strategy appropriate to the process on floor. Ameyo outbound features also include multimedia as well as broadcasting. More advanced applications include PACE or Pro Active Connect Enhancer and Parallel Predict Dialer or PPD.

About Runner Group:

Runner Group of Companies operates as a conglomerate business having a number of Strategic Business Units across many verticals. RGC emerged as an automobile company and was registered in the Joint Stock Company of Bangladesh under Companies Act 1913 as a Private Limited Company. It has recently incorporated two new business units called Runner Agro-Products and Runner System Technology among the already existing set of motors, bricks, automobiles and properties business. With this added feather, RGC is spreading its wings across many business verticals in Bangladesh.

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

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

Vijaysharma1 — Tue, 13 Sep 2011 04:01:02 CDT

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

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

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

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

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

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

About TMC

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

About Customer Interaction Solutions Magazine

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

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

Vijaysharma1 — Mon, 29 Aug 2011 06:10:01 CDT

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

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

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

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

About Wondersoft

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

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

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

Vijaysharma1 — Mon, 22 Aug 2011 07:26:31 CDT

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

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

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

About vConnect

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

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

Ameyo Call Center Software to power outbound calls for Selfinity BPO

Vijaysharma1 — Mon, 01 Aug 2011 06:46:01 CDT

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

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

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

About Selfinity

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

About Drishti(www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

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

Vijaysharma1 — Mon, 18 Jul 2011 04:27:44 CDT

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

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

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

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

About JFSL

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

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

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

Vijaysharma1 — Mon, 04 Jul 2011 06:27:45 CDT

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

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

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

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

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

About Drishti ( www.drishti-soft.com)

Drishti-Soft Solutions Pvt. Ltd. is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.

Voiceflex

ptaylor@voiceflex.co — Mon, 20 Jun 2011 04:37:42 CDT

Voiceflex is the de facto standard for SIP trunking in the UK, we are tested and manufacturer approved on over 30 telephone systems, ISDN to SIP converters, and Session border controllers.

Voiceflex is an ISP, enabling directly connected ADSL, ADSL annex A and M, Ethernet, and Ethernet First Mile (EFM) When you install a Voiceflex SIP trunk not only do you get a voice channel the following is included
A voice channel 63% more cost-effective than an ISDN channel
A company whose principal product is SIP Trunking
Core platform spread over 3 locations, no single point of failure
UK based support desk 8 am -6pm 5 days a week
Fraud alerting refreshed every 2 hours
A company with 6 years experience
Core platform supported 24/7
On line provisioning.

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

Vijaysharma1 — Thu, 09 Jun 2011 00:55:24 CDT

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

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

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

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

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

About MECC

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

About City Services

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

About Drishti(www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.

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

Vijaysharma1 — Tue, 24 May 2011 07:45:04 CDT

Leading communication technology provider Drishti-Soft, announces participation at this year's MECC event being held in Dubai. The company would be exhibiting and presenting their award-winning contact center solution - Ameyo. Drishti's participation is a part of their market capture strategies for the Middle East region. They would be showcasing interesting innovations in communication technology that can empower an enterprise to take their customer care and sales to the next level of business efficiency. With a huge untapped SMB/ Enterprise market available in the Middle East, Drishti looks forward to captivating the audience's interest.

Taking about their market penetration plans, Vipin Jethi, VP Sales, Drishti-Soft says, Vipin Jethi, VP Sales, Drishti-Soft says - "We understand the technology needs of an emerging enterprise and the challenges it faces. Working closely with our channel partners and our customers in the Middle East has given us an insight into the market's psyche. Further, we plan to enter into mature business alliances with reputed local enterprises besides setting up our own sales and support center in the UAE to create a wider reach."

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

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.
Gurgaon, May 24, 2011 - Leading communication technology provider Drishti-Soft, announces participation at this year's MECC event being held in Dubai. The company would be exhibiting and presenting their award-winning contact center solution - Ameyo. Drishti's participation is a part of their market capture strategies for the Middle East region. They would be showcasing interesting innovations in communication technology that can empower an enterprise to take their customer care and sales to the next level of business efficiency. With a huge untapped SMB/ Enterprise market available in the Middle East, Drishti looks forward to captivating the audience's interest.

Taking about their market penetration plans, Vipin Jethi, VP Sales, Drishti-Soft says, Vipin Jethi, VP Sales, Drishti-Soft says - "We understand the technology needs of an emerging enterprise and the challenges it faces. Working closely with our channel partners and our customers in the Middle East has given us an insight into the market's psyche. Further, we plan to enter into mature business alliances with reputed local enterprises besides setting up our own sales and support center in the UAE to create a wider reach."

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

About Drishti (www.drishti-soft.com)

Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.

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

Vijaysharma1 — Thu, 19 May 2011 06:37:47 CDT

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

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

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

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

About Metglobal

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

About Drishti (www.drishti-soft.com)

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

Largest Maldivian Telco selects Ameyo as their customer interaction technology

Vijaysharma1 — Mon, 04 Apr 2011 06:19:55 CDT

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

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

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

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

About Dhiraagu

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

About Drishti ( www.drishti-soft.com )

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