Compare Call Center Software

CIC 4.0 offers word spotting in recordings, allowing you to find specific words or conversations much easier. Learn More: www.inin.com

Gurgaon, Haryana, India — June 24, 2008

Drishti-Soft Solutions announced today that Technology Marketing Corporation’s (TMC) Customer Interaction Solutions magazine (http://www.cismag.com) has named DACX? Ameyo as a recipient of a 2008 IP Contact Center Technology Pioneer Award. Customer Interaction Solutions has been the leading publication in CRM, call center and teleservices industries since 1982.

“At Drishti, we are working towards bringing a jaw-dropping price-performance proposition to contact centers and enterprise who need feature-rich and flexible IP-based technology infrastructure. Drishti offerings are aimed at becoming the de facto communication technology for contact centers and enterprises in rapidly-emerging countries,” said Ankur Sharma, Marketing Manager at Drishti. “Our solutions not only solve our customer’s most ubiquitous problems, but also give them the ability to implement their innovative ideas in practice with an adaptable, flexible technology platform. TMCNet’s award recognizes Drishti’s efforts of creating and delivering world class communications solutions to enterprises.”

DACX Ameyo? has been created with the philosophy of empowering Contact Centers and Enterprises in the rapidly emerging countries to respond to their ever-changing business needs, while providing the ultimate experience to their esteemed customers. As Contact Centers and Enterprises evolve, organizations often need to go back to the drawing board when new process requirements emerge. With DACX Ameyo?, the migration effort will be seamless, and development, implementation and support costs shall be considerably mitigated. DACX Ameyo? can be modeled according to the new requirements with its SOA and MDA based architecture – enabling rapid development of new capabilities and features in record time, and easy scalability with minimal investments.

“The comprehensive communications suite has been designed with a view to offer need-based business packages as per specific requirements of enterprises with processes and business models across different verticals. This approach empowers Contact Centers and Enterprises to extract the most from their technology while keeping their technology costs manageable,” said Sachin Bhatia, co-founder and VP, Business Development at Drishti. “For instance, a voice only Call Center can go for a specific package, whereas a multi-media, distributed Contact Center can go for another. Both have an option of availing additional capabilities as their business demands evolve.”

DACX Ameyo? ensures business availability for Contact Centers and Enterprises so that businesses are always accessible to their ecosystem comprising of customers, partners, vendors and departmental units. It is already powering communications for the world’s largest jewellery network, and one of India’s leading research and advisory-based stock broking house. Additionally, it is catering to the communication requirements of many contact centers in India, and other emerging countries.

The 2008 IP Contact Center Technology Pioneer Award recognizes companies that have created a groundbreaking, successful IP contact center product or service.

“Drishti-Soft Solutions has proven to our editorial team at Customer Interaction Solutions that DACX? Ameyo? is a groundbreaking IP contact center technology. DACX? Ameyo? has been designed with the needs of the contact center market in mind and the potential of IP behind it and deserves this significant honor,” said Nadji Tehrani, Executive Group Publisher and Editor-in-Chief of Customer Interaction Solutions. “With technology as the key to the success of any call center, it is my pleasure to recognize Drishti-Soft Solutions for bringing advanced, pioneering technologies to market while providing high quality and superior applications.”

The IP Contact Center Technology Pioneer Award winners will be highlighted in the July, 2008 issue of Customer Interaction Solutions magazine.

About Drishti-Soft Solutions Pvt. Ltd.:

Drishti is a leading provider of Contact Center Software and Enterprise Communications Suite. Drishti offers Communications Technologies that empowers enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service).

With its comprehensive and adaptive communications solutions, Drishti powers customer service, telemarketing & sales, collections, financial advisory, and many such processes across various verticals such as Telecom, Technology, Financial Services, Outsourcing and Travel & Hospitality. Please visit http://www.drishti-soft.com for more information.

About Customer Interaction Solutions:

Since 1982, Customer Interaction Solutions (CIS) magazine has been the voice of the call/contact center, CRM and teleservices industries. CIS magazine has helped the industry germinate, grow, mature and prosper, and has served as the leading publication in helping these industries that have had such a positive impact on the world economy to continue to thrive. Through a combination of outstanding and cutting-edge original editorial, industry voices, in-depth lab reviews and the recognition of the innovative leaders in management and technology through our highly valued awards, Customer Interaction Solutions strives to continue to be the publication that holds the quality bar high for the industry. Please visit http://www.cismag.com.

###

More Contact Center Software Press Releases

Manage security, monitor and record calls, run reports, and view statistics with the Interaction Web Portal on CIC 4.0! Learn More: www.inin.com
Video Rating: 5 / 5

Get the insight you need from your communications data with CIC 4.0. Learn More: www.inin.com
Video Rating: 0 / 5

A peek into the world of a supervisor using the Interaction Center Platform from Interactive Intelligence. Learn More: tinyurl.com

www.altitude.com – Altitude uCI™ was conceived to unify the management of every customer interaction, regardless of the media that the customer chooses to contact your company phone (agent or IVR), email, instant messaging (chat), SMS texting or collaboration using the Web. That management includes a unified queue with unified routing, unified real time monitoring and unified reporting for all interactions. See how Altitude Multimedia increases productivity for agents, by enabling them to quickly control the media on their desktop, providing better customer service which ultimately leads to customer loyalty.
Video Rating: 5 / 5

This short tutorial shows you exatly what you need to do in order to get your free first call resolution report. Topics covered include free software download, configuration and installation, verification of CTI data, upload of capture files, sample reports and additional FCR resources.
Video Rating: 0 / 5

Interaction Process Automation (IPA) impacts your business like no other technology. Watch how seamlessly a claim is processed for a customer. It all starts with communication based process automation. More Details: tinyurl.com
Video Rating: 5 / 5

A look at the Telecorp Products MCCS Evaluation / Scorecard application. This application is used in a call or contact center for grading and evaluating agents. Completely web based, our Eval package allows you to custom tailor your score cards and quickly get up and evaluating. In this video, we look at creating a simple score card, then proceed to do a sample evaluation with it. In part 2 we complete the evaluation of our agent, and look at the other options within the package.
Video Rating: 0 / 5

Predictive Dialers – Maximizing Human Interaction

Predictive dialers are many steps removed from their predessors,
the automatic dialers of the past. Whereas automatic dialing
allowed callcenter agencies to dial numbers quickly and
efficiently, predictive dialing also processes and makes use of
a whole range of information, linking callers to live voices
every single time. In fact, with predictive dialing, agents’
‘talk time’ has increased from an average of twenty minutes per
hour to fifty minutes per hour. This is a fabulous rate of
improvement – instead of wasting more than half of their time on
listening to busy signals and answering machine messages, agents
now spend the majority of their time engaged in producting
interaction. The dialer also manages the line to agent ratio by
pacing the call rate at the desired level. In this way, quotas
are met, and agents are neither idle nor overwhelmed. In other
words, because the hardware and software does its job, agents
are able to spend much more time doing theirs. And of course,
increased contact time means that the center’s goals are reached
much more quickly.

In many ways, it is still true that the real value of a call
center depends on its ‘human capital’ – the agents who interact
with clients and potential clients. The more the center’s human
capital is brought to the forefront, the more everyone benefits.
The aim of technology, therefore, is to maximize the time that
agents are able to spend doing what only they can do –
conversing, communicating, interacting. Predictive dialing and
other call center technology represents a perfect symbiosis
between person and machine.

A predictive dialing system is able to keep track of which
agents are available, while monitoring the responses to the
outgoing calls that it makes. Numbers that are busy,
disconnected, fax lines, or calls that are answered by machines
or voicemail systems are not connected to an agent. Only the
calls that are answered by a live voice are put through to an
agent, which means that the agent spends almost all of his or
her time on the line with a live person. Facilitating and
maximizing talk time is the goal of every call center.

The hidden benefit in all this is the fact that the agent is
much less likely to get bored or disheartened. Human contact is
important to everybody, and particularly to those who select
careers that highlight communication. Many of the agents who
choose to work in call centers are there precisely because they
are attracted to the work due to the fact that they have
excellent communication skills and enjoy interacting with
people. An endless stream of answering machines or busy signals
is bound to frustrate them. When they are able to spend fifty
minutes out of each hour actually interacting with clients,
however, the agents find that time goes by much faster and their
workday is more varied and interesting. Furthermore, they know
that their skills are valued, and that their company supports
them by investing in the appropriate technology.

Predictive dialing technology is improving all the time. One
problem that we occasionally still encounter is a short lag
between the time the outgoing call is answered and the time the
agent gets on the line. Generally, this is only a matter of a
few seconds, and some systems play a short recorded message
during this time. Nevertheless, any sort of lag time increases
the possibility that the potential client will become confused,
and that part of the agent’s talk time will be spent sorting out
the confusion. There is also the chance that the client may hang
up. Therefore, measures are being taken to speed up voice
connects and minimize this lag time to the point where it may
become imperceptible.

Predictive dialing has revolutionized call centers, and has the
potential to continue doing so. Calls are made much more
efficiently, employees are happier, and the goals of the call
center are likely to be me much faster. Now that this technology
is readily available (and improving all the time) it would be
almost unthinkable for any sizable call center not to invest in
predictive dialers.

More Predictive Dialer Articles

Predictive Dialers ? Maximum Human Interaction in Minimum Time

It is completely an undeniable fact that the real value of any call centre is with its ‘human capital’ that is their agents who interact with the clients and the potential clients. In other words it could be said that the real value of a call centre is directly proportional to the size of the human capital that is more the human capital is brought to the forefront the more everyone benefits. And to achieve this target technology has gifted us with Predictive dialers that aims to maximize the time that the agents are able to spend doing what only they can do – conversing, communicating, interacting.

Predictive dialers has increased the ‘talk time’ of agents from an average of twenty minutes per hour to fifty minutes per hour which is considered as one of the biggest improvement over those busy signals and answering machine messages. Agents now spend the majority of their precious time engaged in producing interaction thus enjoying the hidden benefit of not getting bored that would have aroused due endless stream of answering machines or busy signals.

Those who have good communication skills and enjoy interacting with people particularly selects call centre jobs and they enjoy and find their workday is more varied and interesting when they are able to spend fifty minutes out of each hour actually interacting with clients. So you can realize how important and useful is dialer in a call centre that does not let go waste the energy and effort of an agent. Maintaining a perfect symbiosis relationship between person and machine predictive dialer helps the agent make maximum contact with their clients. Predictive dialer increases the work efficiency of the agents by avoiding those numbers that are busy, disconnected, fax lines, or calls that are answered by machines or voicemail systems. They only deals with those calls that are answered by a live voice which means that agents spend almost all of their time on the line with a live person.

In short it could be said that predictive dialer aims at facilitating and maximizing talk time in every call center thus keeping the agent always engaged in their work. Besides this the predictive dialing system also keeps the track of agents that are available while observing the responses to the outgoing calls that it makes. The combined work of the hardware and the software in the predictive dialer enables the agent to spend more time in juggling their works efficiently thus making the maximum in minimum time. In fact it can be said that predictive dialing has revolutionized any sizeable call centers to achieve their goal of satisfying their customers. Attention is paid to speed up voice connects. Attention is also given to minimize the lag time that is occasionally still encountered to the point where it may become faint. Though it is a matter of few seconds but it creates confusion among the potential clients

WI: Denny Lauer, USW Local 2-1279, phone banks using one of five predictive dialers in the USW District 2 office. (Video credit: Casie Yoder)
Video Rating: 0 / 5

Awards Join Best of Show and TMC Labs Innovation Awards from TMC During 2008

Melville, NY — February 3, 2009 — CosmoCom, the global leader in Call Center Consolidation 2.0, has been recognized with two 2008 Product of the Year Awards for CosmoCall Universe™, its flagship contact center software product. The awards were made by Internet Telephony and Customer Inter@ction Solutions magazines, both published by Technology Marketing Corporation (TMC). Editors applauded CosmoCom for its “vision, leadership and attention to detail” as well as its “commitment to quality and the continued development of the IP communications industry” in developing the next generation contact center solution, the ideal vehicle for enterprises to obtain the benefits of Unified Customer Communications and contact center consolidation. More information about CosmoCom’s call center solutions is available at http://www.cosmocom.com.

TMC Editors have recognized CosmoCall Universe with awards spanning the past decade. This is the seventh straight year that CosmoCall Universe has been named Product of the Year by Customer Inter@ction Solutions. CosmoCall Universe has also won Internet Telephony magazine’s Product of the Year award multiple times. Earlier this year, CosmoCall Universe received a TMC Labs Innovation Award, as featured in Customer Inter@ction Solutions, and was named Best of Show at TMC’s Internet Telephony Conference and EXPO West in the category “Best of Call Center 2.0.”

“We appreciate this consistent recognition by the editorial team at TMC, which has provided excellent industry forums for over two decades,” said Ari Sonesh, CosmoCom’s Chairman and CEO. “It is a testament to our continuous improvement of CosmoCall Universe, and to CosmoCom’s commitment to customer satisfaction.”

A full list of the winners appears on the TMC Web site, www.tmcnet.com, and will be published in the February issues of Internet Telephony and Customer Inter@ction Solutions Magazine.

About TMC
Technology Marketing Corporation (TMC) is an integrated global media company helping our clients build communities in print, in-person and online. TMC publishes Customer Interaction Solutions, INTERNET TELEPHONY, Unified Communications, and IMS Magazine. TMC is also the first publisher to test new products in its own on-site laboratories, TMC Labs. TMCnet, TMC’s Web site, is the leading source of news and articles for the communications and technology industries. TMCnet is read by nearly one million US visitors according to Quantcast* and by two to three million unique visitors each month worldwide, according to Webtrends. In addition, TMC produces INTERNET TELPHONY Conference & EXPO, Call Center 2.0 Conference and Communications Developer Conference. For more information about TMC, visit www.tmcnet.com.

About CosmoCom
CosmoCom™, the global leader in Contact Center Consolidation 2.0, excels in providing IP contact center platforms for enterprises with the largest and most complex requirements, consolidating multiple locations, onshore, offshore, and home-shore agents, formal and informal agents, captive and outsourced operations, multiple communication channels, and multiple applications. Organizations can obtain the full benefits of Consolidation 2.0 by deploying CosmoCom technology themselves or by working with a service provider that hosts CosmoCom platforms on a dedicated or shared basis. CosmoCom customers include Fortune-class enterprises throughout the world and service providers such as BT, Deutsche Telekom, Orange Business Services, Telefonica, NTT, Tata, PLDT, Verizon, and many others. CosmoCom is the most-selected provider of hosted contact center platforms to top-tier telcos worldwide. For more information, please visit www.cosmocom.com.

Media Contact for CosmoCom:
Communication Strategy Group
Arthur Germain
+1 631-239-6335
www.gocsg.com

###

http://www.prweb.com/pingpr.php/U3F1YS1Ib3JyLUNvdXAtRmFsdS1GYWx1LVNpbmctWmVybw==

 
|
Furl It |
Technorati |
Ask |
MyWeb |
Propeller |
Live Bookmarks |
Newsvine |
TailRank |
Reddit |
Slashdot |
Digg |
Stumbleupon |
Google Bookmarks |
Sphere |
Blink It |
Spurl

More Contact Center Software Press Releases