Superior customer service proves to be the distinguishing factor for the success of any firm. Moreover, it is more expensive to acquire a new customer or pull one from a competitor than it is to do repeat business with a current customer. A solution that not just automates but also gives opportunities for cross selling and up-selling can be very effectively used to increase business.

As per research, a large percentage of calls for customer service are repetitive in nature, these routine calls can be self-serviced so that only the complex concerns could be directed to agents thereby saving on agent-time. The right contact center solution can ensure high quality service with minimal installation, maintenance and expansion costs.

Operationally, an ideal customer support centre requires a bird's eye view of the entire setup for supervision and quality monitoring in order to identify the problem areas and take corrective actions before business gets affected. This ultimately helps to reduce training and hiring costs and gives flexibility in management of the workforce. Similarly from the business perspective, the need is for a solution which increases operational efficiencies while lowering costs and enables new customer acquisition.

Drishti's world class solution offers highest customer satisfaction levels via sound resource allocation, consistent user experience and high service quality. The solution enhances user experience by offering uniform call distribution adapting intelligently to changing call influx across all channels coupled with advanced inbound features including Intelligent Routing, Advanced Queue Management, Call Flow and IVR Designer.

Superior interaction management is made possible through real time and quick information retrieval and advanced scripting capabilities. Optimized interaction time and improved quality of service is possible due to fetching of relevant data on lead identity, disposition, agent, date, time. By reducing agent workload through automated IVR and DTMF Inputs for self-serving agent-less interactions like account information retrieval, flight information, pricing, record updates , password and pin generation etc, Drishti offering seeks to further enhance the user experience and service delivery.

Drishti offers a low TCO as there's no need to purchase, deploy and maintain additional components as the solution is equipped with pre-integrated mini-CRM and Database. Also there are no investments required for reporting & analytics and data mining application or personnel training as the solution amalgamates cradle-to-grave reporting and advanced voice logging capabilities.