For quite a while, tracking, monitoring and meeting with set SLAs were all contact centers thought about. Today, in a shifting landscape, the scenario is totally different and the focus is on reaching out to customers and building a large and more loyal customer base.
To add more value, contact centers and enterprises need to be positioned in such a way that disparate data is more structured and collated, which Drishti claims to do very well with its AMEYO powered, upgraded, customer interaction management solution – Reportika 3.0.
Drishti Soft offers communications solutions that empower enterprises and contact centers to dynamically manage business processes. Its upgraded solution runs on Jasper, is easily scalable to its commercial versions, and reportedly gives a more granular view to the overall business process.
All data from multiple channels is presented in a singular table format, simplifying scheduling, debugging and reporting processes.
In addition to presenting all data in a singular table format, specific reporting to be presented at specific times is also possible. Thus, reporting events live and historically in an end-user customizable interface has created a unique customer experience for the company's clients.
This is a great improvement from earlier, when disparate data was maintained through a host of tables, often leading to rough runtime.
Survey data indicated that contact centers and enterprises showed a close margin between data management and online live reporting preferences; hence, the idea of bringing both these aspects together in a single interface was expected to enhance the user experience.
According to Nayan Jain, chief technology officer at Drishti, when data from multiple channels is reported and mapped, companies can get a greater insight into how customer based businesses preferred to use CIM technology to create a unique customer experience, while contact centers can also help end users prepare customized reports in 2D and 3D.
TMC’s (News - Alert) Customer Interaction Solutions Magazine recognized Drishti as the brains behind Ameyo Communication Suite with the 2012 IP Contact Center Technology Pioneer Award. The award is given to companies which have brought an outstanding IP contact center product or service to market. Winners were selected based on the IP contact center solutions that offered stand-out features, functions or capabilities which set them apart from others in the space.
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