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Our Esteemed Clients
 
BPO Asia is very particular about quality of experience extended to our clients. We were evaluating the right technology and tools for us, to implement an intelligent customer interaction management solution and found Ameyo a perfect fit. The IP and Software-based contact center suite was feature-rich and flexible enough to meet our specific business needs of skill-based routing and quality management which are very important for multi-cultured and multi-lingual country like Malaysia. We are now able to make sure that customers get to talk to the best available agent to handle the interaction thereby enhancing the overall experience.
Ken Wong
VP Operations
BPO Asia
 
 
 

CRM Solutions

Customer Relationship Management (CRM ) is a must have for maintaining multiple client relationships while acquiring new ones, with ease and efficiency. CRMs enable agents who deal with any form of client interaction or lead generation (telemarketing, collections, customer support, helpdesk etc) to access information from an information repository (database), update it or just modify it using some form of text or GUI-based interface.

For an agent the biggest problem is the steep learning curve to operate a new interface. A relatively simple operation should ideally not require going through endless menus, click buttons or pages, as it has impact on productivity. User-friendliness and ease-of-access define the usability of any CRM. With the ever-changing and ever-expanding requirements of customers, the need is to track comprehensive data ranging from lead generation, all the way to sale closure, with post-sales activity, account management, customer service and everything else in between.

Drishti CRM facilitates anticipation and responsiveness of the customer requirements in the right way. It provides unparallel features for data collection and building better channels for communications. Drishti CRM simplifies agent-customer interaction and helps businesses increase productivity through reduction in operating costs, increase in cross-selling, service customization and customer retention. With Drishti CRM, more than 80% of the operations are executable with at most three clicks; even the most complex operation requires no more than 5 clicks. Drishti CRM possesses an easy-to-navigate dialer interface that allows for efficient lead management, tracking and status updates.

With Drishti's CRM, be certain of agent's ability to access information and serve customers faster without compromising on service quality. The interface is most simple and straightforward and allows easy lead management, tracking and status updates. The CRM is robust, and flexible in terms of operation and deployment while capable of being integrated with any third-party database, CRM or tool for smooth and seamless functioning.

 

CRM Benefits

Seamless integration - Strong and seamless integration with Predictive Dialer, ACD, Voice Logger, IVR, and Reporting, for comprehensive functionality and better management of data on multiple campaigns, leads and processes.

Robust management - with Drishti's CRM manage sales force, processes, orders, or opportunities, and track all that meaningful information in an organized manner.

Marketing and Sales enablement - Create lists, campaigns, workgroups and track information regarding processes, campaigns, and workforce. Search through information effortlessly, and pull up records within seconds for better service delivery through tight database integration.

High-level configuration capability - With Drishti's CRM, configure and customize information for better management with a single, unified interface. Create call flows, agent scripts, reports and modify them as per specific requirements.

Effective Telephony Controls - Call features such as conferencing, transfer, hold, hang-up for disposing calls in a swift and efficient fashion while reducing your average customer interaction time and look-up information regarding customers with a touch of a button.

Integrated multimedia capabilities - Send E-mails to prospects and customers starting with lead generation, through service and post-sales, ensuring highest customer satisfaction levels. Set automatic triggers and alerts for E-mails, events, transactions, and enable E-mail and SMS auto-response.

Monitoring and reporting - Access vital information online regarding agent status, process efficiency, performance management in real time, and create comprehensive reports.

 
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Company Overview
 
The hosted contact center business is witnessing a huge growth with the overall hosted revenues set to grow at 34.1% CAGR by 2013. The opportunity is very appealing as a new business area especially with verticals such as Telecom, BFSI, Hospitality & Travel, Healthcare, Entertainment and Logistics opting for call center solutions over a hosted platform from. Considering this phenomenal growth, Spectranet is happy to partner with Drishti-Soft to offer hosted contact center solutions.
Mr. Sunando Bhattacharya
Head-Marketing & Customer Solutions
Spectranet
 
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