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Innovation is sine qua non for a firm growth and survival, more so in the current turbulent business environment. At NASSCOM, we have been focusing on creating a innovation ecosystem in India and the NASSCOM Innovation Awards are an important component of our efforts in promoting and showcasing innovation in the Indian IT industry. The winners of the NASSCOM Innovation Awards are selected after a very rigorous three-step process involving leading subject matter experts. Drishti winning innovation represents innovation at its best in that it integrate disparate technologies into a solution which addresses a customers real-life problem and hence will be able to provide a significant revenue payback for Drishti.
Rajdeep Sahrawat
Vice President

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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Matrix has developed a range of IP-PBX and VoIP Gateways to suit the requirements of all types of inbound, outbound and blended call centers. To increase the customer value, we have identified the need to offer more opportunities to call centers to increase their efficiency and productivity through better call center solutions. Ameyo best suited our requirement to team up with our product and provide our customers with better service and customer experience. Matrix VoIP products are loaded with advanced features for PSTN, GSM/3G and ISDN network connectivity offering more opportunities to call centers to achieve cost optimization and high level of customer satisfaction. We look forward to a long association with Drishti-Soft through our strategic alliance.
Sanjeev Nair
Manager-Product Management
Matrix Comsec
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