With decreasing ARPU's, and ever constant need to retain customer loyalty and enhance user experience, the communication industry is seeking to lessen costs and stay steps ahead of competition. An ideal contact center solution would be one which works closely with the fastest growing industry in the world to provide future ready technology which is affordable and comprehensive while sustaining rapid growth.

The requirements of business processes in the communication industry are ever changing. Proper execution and implementation of SLA's (Service Level Agreements) and best business practices take care of the two major issues- reducing employee churn and achieving better customer experience. It is also important for the industry to come up with attractive tariff plans, special schemes, Value Added Services (VAS), Enterprise VAS (EVAS), Mobile VAS (MVAS), GPRS connectivity through mobile phones, gaming, and a host of various other services. Due to all these, complexity is growing in the communication domain.

The industry also needs to expand its customer base. To achieve this, the role of Customer Interaction IT is significant. It's important to constantly innovate by providing better, quick and hassle-free services to customers. Moreover, the need to adapt to the changing technology also makes it critical for enterprises to incorporate a solution that can support future up gradation and innovation. Enterprises can pass on the cost savings to their customers in terms of better services and tariffs, only when they have a robust IT infrastructure that allows for scalability and extensibility.

Drishti-Soft has been at the fore-front of delivering state-of-the art services to more than 600 customers across the globe. We have and are working in varied verticals, like BPO & Telecom, Banking, Insurance, Financial Services, DTH, Travel, Healthcare, Education, Entertainment, etc across regions. We feel proud to say that we have delivered solutions that have been putting enterprises way ahead of the competition in terms of service experience.

Key Areas: Drishti Deliverables

Customer Retention

We give you a solution that encompasses a comprehensive contact center solution along with CRM integration to retain customers and gain their loyalty by enabling forecasting of issues. The solution covers loyalty campaigns, CRM/ERP/Billing system integration, to enable increased retention rates, reduced costs and reduced time to market.

Telemarketing / Telesales

The industry has to constantly implement quality best practices, ensure brand protection, maximize productivity levels and follow regulations. With Drishti's solutions, Enterprises are better equipped to reach out to customers to increase sales volume, utilize existing resources to maximize productivity, ensure security, reduce time to market and reduce costs due to elimination of cumbersome back-office activities.

Collections

A company engaged in debt collections is constantly faced by issues of bad debts and decreasing revenue collections. With a highly distributed customer base, the problem becomes even more severe. Drishti provides solutions that allow for high level segmentation and management of such disbursed portfolio leading to improved collections as well as customer retention which in turn optimizes the portfolio performance.

Customer Service

With a large workforce and even larger customer base, maintaining and operating within pre-set standards are key factors in cost-reduction and client satisfaction. The ability to provide high first call resolution (FCR) is only possible if the solution is complete and has the flexibility to adapt to all service areas. Drishti provides solutions which are highly unified, save costs and allow for seamless integration with back-end applications.