Contact Center or the customers’ first touch point plays a powerful role in making or breaking enterprise-customer relationships. Customer loyalty and a company’s brand image are directly related to the way the contact center serves its customers.
Drishti creates Contact Center Software with complete functionality for inbound, outbound and blended campaigns. The all-inclusive solutions for contact centers are ideal for different business processes such as customer support, telemarketing and sales, collections, technical support, marketing research and helpdesk.
Ameyo is a full-featured contact center software for inbound, outbound and blended campaigns. Based on a flexible technology platform, the innovative software perfectly caters to different Contact Centers irrespective of their size, nature of business processes or underlying technology. Built on SOA and MDA framework, Ameyo can be deployed as a premise-based or SaaS (Software as a service) model.
The all-in-one solution offers best-of-the-breed capabilities such as ACD, IVR, IP-PBX, Predictive Dialer, Voice Logger, Quality Monitoring, Reporting, CRM and CTI. The solution is designed with a view to offer need-based business packages for contact centers of all sizes. For large contact centers of over thousand of seats, Ameyo (Expert) offers holistic contact management. For international Contact Centers, the all-inclusive Ameyo (Professional) delivers superior customer interactions with multi-channel and multimodal contact, call blending and maintain business productivity and efficiency. For small contact centers or start ups, Ameyo (Standard) offers a structured growth path with complete extensibility at unbeatable price performance. For voice only call centers with 15-20 seats, Ameyo (Lite) offers the required capabilities at highly competitive prices.
Ameyo - Expert
Ameyo (Expert) is an all-in-one Contact Center Software with hi-end capabilities for inbound, outbound and blended processes of large contact centers with over thousand seats. It is an ideal communications solution for next-generation contact centers that need advance functionalities. With top-of-the-line capabilities - the ACD (Automatic Call Distributor), IVR (Interactive Voice Response), IP-PBX, Predictive Dialer, Unified Messaging, IP Office, Voice Logger, Quality Monitoring, CTI, CRM and Reporting, the solution offers a host of features such as intelligent routing, self-service, rule-based dialing, unified messaging, presence management, remote agent access, dynamic queuing, robust lead management, Quality Monitoring, Unified messaging, Call Presence, Reporting and Analytics.
Ameyo empowers contact centers to dynamically manage their workforce, departments, customers, processes and performance parameters. It provides consistent user experience across various communication channels including Voice, Email, SMS, Messaging, Video and Fax. Built with Distributed Architecture and SOA, it is a scalable and extensible solution with development environment for faster turn-around time. The modular software integrates into business processes and applications and drives a competitive advantage.
• All-in-one Communication Suite offers next-generation capabilities for inbound, outbound and blended campaigns
• Intelligent Routing algorithms allow you to connect your customers to the right resource leading to increased First-Contact Resolution rates and Superior Customer Interactions
• Open-software based architecture allows seamless integration with existing systems and easy scalability allowing Easy Migration to the next level
• Real-time dialing configuration allows the users to lower dropped and abandoned calls, maximize agents' efficiency and a control idle time for Optimum Productivity
Ameyo - Professional
Ameyo (Professional) is an all-in-one Contact Center software that gives you enhanced customer satisfaction levels, low cost per contact, high contact center uptime and high revenue per customer with efficient management of workforce, customers, processes and performance parameters. The full-featured solution perfectly caters to international Contact Centers that strive to deliver superior customer interactions with multi-channel and multimodal contact and maintain business productivity and efficiency.
Armed with capabilities, such as the Predictive Dialer, ACD (Automatic Call Distributor), IVR (Interactive Voice Response), IP-PBX, Voice Logger, Quality Monitoring, CTI, CRM and Reporting, the solution is ideal for international campaigns for customer support, telemarketing and sales, collections, technical support, marketing research, helpdesk and other processes across various verticals such as BPO, communications, financial services and technology.
• Innovative technology for easy integration with existing applications, high uptime and faster development of customized applications.
• Host of features such as Skill based routing, Dynamic Call Pacing, High AMD rates, Multiple Campaign Management, Call Compliance, lead management, Quality Monitoring, Reporting and Analytics.
• High Scalability from tens to thousand of seats without heavy investment into telephony equipment and hardware.
• Easy to use GUI based interface that simplifies call routing & treatment, reporting, recording and administration.
Ameyo - Standard
Ameyo (Standard) is all-in-one call center software with inbound, outbound and blended capabilities for native or domestic Call Centers or SMEs to run voice processes such as customer support, telemarketing and sales, collections, technical support, marketing research, helpdesk and other processes.
Capabilities, such as ACD (Automatic Call Distributor), IVR (Interactive Voice Response), Outbound Dialer, Voice Logger, Quality Monitoring, CTI, CRM and Reporting offer a rich-feature set to call centers.
Skill-based routing with ACD and IVR use configurable routing and queuing that enable efficient call handling, call treatment and disposition. The dialer offer multiple modes - progressive, predictive and preview with easy switch-over between any of these modes. You can generate comprehensive reports for agent productivity, process efficiency, organizational performance and metric tracking with the GUI-based Reporting. Listen to or download high quality voice records with optimal compression techniques.
With such a comprehensive feature set, Ameyo (Std.) scores over the competition and provides the best value for money.
• Connect your customers to the most appropriate agent and maximize First-Call resolution rates.
• Increase Sales closure with dynamic call pacing, busy tone recognition that empower your agents to engage more with prospects.
• Stick to compliance and increase the profitability of your leads with advanced exclusion.
• Improve productivity with comprehensive reports for agent productivity, campaigns, call details, call history and many more.
• Maintains cost efficiency as the solution builds on your existing infrastructure as well as deployment. As it requires industry-grade servers, there is no need for propriety hardware.
• Easy to use GUI based interface that simplifies call routing & treatment, reporting, recording and administration.
Ameyo - Lite
Ameyo (Lite) is a basic call center software package comprising of the ACD, IVR, Outbound Dialer, Reporting, CRM, CTI for small call centers with less than 50 seats. It is an ideal solution to run voice only campaigns for inbound or outbound processes such as customer support, telemarketing, market research and helpdesk. Ameyo (Lite) is perfect for startup call centers who are looking for an all-in-one communications solution that can offer basic functionality at moderate prices. Moreover, the solution ensures high productivity and allows call centers to scale up their operations within a year of deployment.
• Cost Effective
• Optimum Resource Utilization
• Easy Scalability
Emerging enterprises are increasingly switching from their conventional telephony structures to the next-generation IP telephony. Based on open standards SIP, the VoIP telephony network unifies voice and data communications. Such unified communications have become the name of the game. Moreover, there has been a growing number of multiple devices of communication such as fax, pagers, mobiles, PDAs, laptops etc. Users want to be connected via their preferred mode and demand multi-channel communication support.
Drishti creates next-generation communications technologies for emerging enterprises which need to keep their network connected. The IP-based communications solutions offer complete flexibility and adaptability to fit your organization. Drishti is all-in-one communications suite offers complete voice and data management capabilities to enterprises. Built on SOA and MDA platforms, the solution can be easily customized for any specific business requirement. It offers complete collaboration capabilities such as voicemail, conferencing and unified messaging. With multi-branch connectivity and presence management, you can connect your pool of branch experts, mobile workforce, work-at-home users, sales force or on-site workers.
1. Multi-Site connectivity
4. Unified Messaging
5. Presence Management (Find me Follow me)
Drishti offer a completely customized bouquet of Enterprises applications. Whether an enterprise requires an all-in-one communication suite or a standalone application to integrate with its existing structure, Drishti caters to all such business specific requirements.
DigiCall Logger is an ideal digital voice recording solution for any business that demands comprehensive functionality, customizability and efficient management with the highest quality standards. With robust call traffic management, and high simultaneous call recording capacity for multiple channels, DigiCall Logger provides the best-in-breed technology. It offers complete voice recording functionality with manual dialing and call treatment features. The digital voice recording system does not require heavy investments on propriety hardware as it can be seamlessly integrated with your current setup. With voice compression and multiple-format recording you can store your data in any format and save on storage costs.
Designed to work seamlessly with Predictive Dialer, IVR (Interactive Voice Response) and ACD (Automatic Call Distributor) solution, it is perfect for contact centers or enterprises that need a standalone voice recording solution that can be integrated with their existing setup.
Whether you are in Sales & Telemarketing, Collections, or Customer Support in any vertical, DigiCall Logger allows you to store and track important correspondence for training as well quality assessment. So you can ensure service quality and highest customer satisfaction.
o Web-based Login
o Multiple formats
o Blind Recording
o Multimedia Features
o Back-up data
o Data Security
o Single, unified interface
o Database integration
o Optimal Compression
Drishti’s innovative all-in-one communications solutions are designed to ensure significant improvement in productivity and highest customer satisfaction. It offers top-of-the-line capabilities, such as ACD (Automatic Call Distributor), IVR (Interactive Voice Response), Predictive Dialer, IP-PBX, Voice Logger, Unified Contact Messaging, CRM and Reporting.
The solution is equipped with a host of features such as Intelligent Routing, Skill-Based Routing, Predictive Dialing, Rule-based Dialing, Dynamic Queuing, Multiple Campaign Management, Robust Lead Management, Performance Management, Unified Messaging (Chat, E-mail, SMS), Call Compliance, Centralized Management and many more. It provides a powerful value proposition to its call center customers in form of easy scalability, ease-of-use, low Total Cost of Ownership (TCO) and ability to work seamlessly over TDM or VoIP.
The Ameyo architecture allows various modules to interact with each other on well defined interface thereby providing easy integration with existing applications and infrastructure and faster development of custom made applications. The architecture enables redundancy at multiple levels of the infrastructure thereby providing high scalability and high up-time of overall solution. Additionally, it saves up to 70% of hardware and operating system costs usually incurred by contact centers.
ACD (Automatic Call Distributor)
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.