Gurgaon, November 24, 2009: Drishti-Soft Solutions participated in 2nd APPCAL & CCAM Expo 2009 from 4th to 6th November 2009 along with other Contact Centre Leaders, Vendors and Professionals from the Asia Pacific Region.

The Event - APPCAL (Asia Pacific Contact Centre Association Leaders) co-hosted its 2nd expo in conjunction with CRM (Customer Relationship Management) & CCAM (Contact Centre Association of Malaysia) from 4th November 2009 to the 6th November 2009 at Sunway Resort Hotel and Spa in Kuala Lumpur, Malaysia.

The event saw leading Contact Centre Professionals and industry experts from APAC present and discuss current and future trends of global Contact Center industry. The exhibition hall hosted over 50 exhibition booths showcasing an array of Customer Relationship Management (CRM) and Contact Centre product and services offerings.

Drishti along with its partner Microtel Technology showcased Ameyo - their cutting edge Interaction Management and Contact Center solutions in an exhibit booth here. The much appreciated factor here was a live demo of a complete call center stimulation setup where the customer could actually experience the functionality of a contact center with an agent making as well as receiving live calls. This garnered the desired effect on potential customers for the hosting companies.

There was also a panel discussion with leaders from APAC call center associations and CRM and Contact Centre practitioners present with hot topics being the current issues in the contact center industry like entry of new participating countries and their impact on already tightening markets. Mr Sachin Bhatia, VP Business Development, Drishti-Soft was an invited speaker and he shared his ideas on trends in telemarketing with the Malaysia audience.

The burning question on the floor was - "How the vendor market would be impacted by China's entry into this space?" Mr. Bhatia responded by saying - "If Call Centers were only about making and taking calls in a cost effective manner, there would be tougher competition from Africa. Since APAC draws advantage of experience and growth in the industry, the cost factor gets over-ruled by lucrative client deal structuring and meaningful partnerships. One has to get closer to the clients and share risk and rewards in the business. Gain-Share models would define the landscape of outsourced services rather than pure client vendor relationships."

Other discussions outlined best practices in managing operations while improving the efficiency, quality and revenue of a contact centre. There was also a presentation by Mr. Sachin Bhatia elaborating the trends in telemarketing with key points being - adapting a non-intrusive strategy to Pull and not Push a customer, using multiple communication channels in a unified manner, making optimal use of incoming customer care queries to cross-sell and up-sell, measuring the KPIs and taking effective measures on improving them and most importantly, investing in the right technology for improved process efficiencies.

The event culminated with CCAM Awards night on 6th. Local contact centers and individual as well as team performers in Malaysia adhering to best practices of the call center industry were honored.

About Drishti :

Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation enterprises. Drishti's multi-award winning solutions are powering millions of customer interactions across the globe with demonstrable increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

About Microtel Technology:

Microtel Technology is a professional communication solutions provider for call centers and related industries. Their product range includes headsets and interfaces, telephony, wireless communications as well as complete contact center suites.