The right contact center solution can lower your Total cost of Ownership (TCO), ensure best customer service, and increase your market penetration with up-selling and cross selling of value-added services. In Drishti's contact center suite, you'll find all the features to fulfill your business requirements and attract new customers while retaining old customers. We have constantly improved and tailored our solution for communications industry with the help of many customers we have served. With our bird's eye view of communication industry problems, we assure you the best Return-on-Investment (RoI).
Challenges
With the internet revolutionizing the way the world works, the communications industry is recognizing the need to transform its business strategies in the wake of intense competition by implementing customer interaction solutions and providing value-added services such as high-speed internet access, pre-paid services and unified messaging.
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| Stiff competition |
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| With lot of players in this domain, the major issue is falling rates. As more competitors are offering more choices at lower prices, it has become increasingly difficult to match rates as costs have not gone down. Hence, the wafer thin margins in an industry which is expanding in double digits annually. |
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| Customer Service and Call management |
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| With thousands or perhaps millions of subscribers, the service quality and call management suffer on account of each other. If the service quality is not up-to-mark, the volumes of calls increase, demanding more resources and resulting in further loss of quality. With increased call volumes for routine and specific queries, service quality invariably suffers. |
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| Communication infrastructure |
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| Lack of integration between various components of customer interaction management system - database, CRM, reporting, analytics – leads to operational inefficiency. Various components do not interface well with each other and require repetitive data input and monitoring resources, thereby affecting timely execution of tasks and functions. |
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| Multiple Sales channel availability |
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| As opposed to the conventional model which revolved around voice-based interactions, the next-generation services require delivery via multiple channels - SMS, E-mail, Chat, FAX and Video. This results in suboptimal customer interaction methods that inevitably lead to low customer satisfaction. |
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Opportunities
Communications industry can address the problems outlined above with a robust and innovative contact center solution that provides a holistic view of the customer, and provides opportunities for communications players to expand their offering base. By lowering the costs, it is possible to widen the margins and attract new customers by
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Up-selling highly profitable services and cross-selling value added services such as unified messaging, internet access and pre-paid services.
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Lowering Total Cost of Ownership by using pre-integrated components (CRM, database, reporting, voice recording), using standard equipment, maximizing reuse of current infrastructure
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Focusing on potentially revenue generating customer via pre-integrated multimedia capabilities such as SMS, E-mail, Chat and FAX. Offer customized services to current customers
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Implementing self-service wherever possible and reduce interaction times to attend to more customers faster. Implement sound call queuing, skill-based routing and load distribution.
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Adapting to changing needs of the contact center with a comprehensive yet flexible solution. Leave room for scalability without recurring overhead expenses.
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Enabling call compliance, policy adherence, and increasing process efficiency via sound monitoring and supervision abilities, in real-time for centralized and distributed workforce
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Enabling sound presence management for the workforce to increase operational efficiency.
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Solution
Drishti's contact center suite is perfectly suited to communication industry's objectives of expanding customer base, enhancing customer interaction experience across all channels, lowering Total Cost of Ownership (TCO), and increasing efficiency of operations and processes, all of which translate to increased business and higher revenues.
Drishti's award-winning outbound and inbound solutions offer predictive dialing, ACD, IVR, Voice recording, CRM, database, reporting and unified messaging capabilities.
Strong inbound capabilities allow you to maximize self-service, reduce interaction times and increase customer satisfaction with skill-based routing, sound queue management, while ensuring easy configurability to design call flows as per your requirement. You can also customize interactions for your callers and provide useful information about new products, or account information in order to provide high quality service to every customer.
With multimedia capabilities such as E-mail, SMS, chat, FAX and voice capabilities, you can serve customers across different channels on an integrated platform.
To sell your products more effectively, you can empower your agents to engage in potentially revenue generating prospects via multiple dialing modes, scripting, call-back scheduling, and a host of other features. Your supervisors can track agent performance via strong monitoring capabilities.
For quality purposes, you can record interactions with the Voice Logger, store them, and retrieve them with ease. With real-time reporting capabilities, you can create comprehensive reports to organize and present meaningful data regarding performance, efficiency, statistics, etc that is crucial in formulating business decisions and defining future strategies.
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