Contact center suite is an all-inclusive solution for contact centers that run customer support, telemarketing and sales, collections, technical support, marketing research, helpdesk and other processes across various verticals such as BPO, telecommunications, finance, banking, mortgage, hospitality, automobiles, entertainment and many others. It has complete outbound and inbound capabilities to cater to customer interaction management for contact centers and enterprises.
The business of every organization revolves around customer interactions that involve product selling, support & services, collections, research, etc. If you are in telemarketing and sales, your primary aim will be to maximize lead generation, and penetrate current and new markets. If your focus is customer support, you will aim at providing the highest quality of service to your customers. Similarly, for your collections-based processes, you will ensure high collection rates via maximum outreach and highest efficiency. A distinguishing point for a good contact center solution is its ability to mould itself according to a customers requirement for any process with ease and flexibility, while minimizing on TCO (total cost of ownership).
DACX™ Contact Center Suite is an innovative all-in-one business solution based on latest technology that is designed to ensure significant improvement in contact center productivity and highest customer satisfaction. It offers top-of-the-line capabilities, such as Predictive Dialer, IP-PBX, IVR (Interactive Voice Response), ACD (Automatic Call Distributor), Voice Logger, Unified Contact Messaging, CRM and Reporting. It offers a host of features such as Multiple Campaign Management, Performance Management, Unified Messaging (Chat, E-mail, SMS), Skill-Based Routing, 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 DACX™ 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 upto 70% of hardware and operating system costs usually incurred by contact centers.
Our solution has been designed keeping in mind that SME contact centers and enterprises expand over a period of time, and often look at reducing costs for equipment as well as deployment. That is why our solution does not need expensive propriety hardware, although it works seamlessly with it.
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How does it benefit you?
Maximize outbound calls - With our predictive dialer capability, you can achieve highest outbound call rates and enable your agent workforce to attend to every customer with the highest regard for service quality. With a revolutionary calling algorithm (Learnsys™) you can improve your calling rates without dedicating any resources. Our dialer learns to pace calls as per the agent availability, customer responsiveness, and average interaction times, allowing you to configure the maximum number of dropped and abandoned calls. Answering machine detection (AMD) detection, SIT detection and busy signal recognition do away with extra time spent making unproductive calls, redialing numbers, and waiting for response.
Please refer to Predictive dialer section for more information.
Ensure best customer service - With the help of our inbound solution (ACD and IVR), you can attend to all your customers swiftly while ensuring highest satisfaction with your service quality. Our ACD intelligently routes the inbound calls according to agent availability, average talk time, etc. The customers are informed of estimated wait times, and can hear informative messages on services or products or just music. The IVR module allows them to achieve best self as well as assisted service from agents. With skill-based routing, you can make sure that only your ablest agents (in terms of language proficiency, technological know-how, domain knowledge) attend to your high priority customers. With real time scripting support, supervisors can update and customize the scripting information for agents.
For more information, please refer to ACD and IVR sections.
Manage voice records with ease - With 100% blind recording, you can record interaction completely on the agent, as well as the customer's side. Optimal compression techniques and multiple format support (MP3, WAV, VOX) ensure that your voice records are smaller in size, and easier to maintain. You can also use multimedia operations, such as rewind, forward, or pause, to search through records effortlessly. Additionally, you can avail automatic archiving facility for your old records.
For more information, please refer to Voice Logger.
Manage reporting with ease - With over 200 configurable reports, DACX-M (DACX-Manager) empowers you to create comprehensive reports for agent productivity, process efficiency, organizational performance and metric tracking. Reports can be generated using real-time, latest data locally, or via web-interface for remote access. Supervisors, managers and analysts can constantly track data and improve on processes to achieve best overall performance.
Manage relationships with CRM capabilities - Drishti's user-friendly CRM is ideal for quick data access and data input. With Drishti's CRM, your agents can access customer or lead information serve them faster without compromising on service quality. Designed for easy lead management, tracking and status updates, the CRM builder allows you to create your customized interface. GUI-based IVR Designer allows you to create complete call flows for a great customer experience. You can also manage your reports and voice records, and view live activity, access statistical data and access reports online easily with a wide range of functions at your disposal.
For more details, please refer to CRM solutions.
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