Gurgaon, Haryana (PRWEB) January 9, 2008
Drishti-Soft Solutions, a leading provider of Contact Center Solutions, has incorporated new enhancements in the upgraded version of its flagship award-winning DACX™ Contact Center Suite v3.2. In this release, the focus has been on improving IT management and maintenance.
Drishti has been proactively working towards reducing the IT hassles that SME Contact Centers are constantly grappled with. According to Nayan Jain, CTO, "We have found that SME Contact Centers spend on an average 11 hours of productive time every month which can be attributed to human errors with respect to IT management and maintenance. By automating most of manual operations and eliminating the need for human intervention in tedious and error-prone IT operations, DACX™ Contact Center Suite v3.2 will empower IT personnel to focus on other productivity raising areas thereby increasing profitability."
The primary drivers for the roll-out of this release are automation, configuration & control of maintenance related functions in the IT department. Additionally, VoIP management tools have also been enhanced.
Some examples of such enhancements are:
- Automatic history cleanup that enables IT to schedule regular cleanup activities
- Proactive monitoring of system resources with alarms and notifications for errors/ issues on system
- Automatic system resource management like disk-space, bandwidth, CPU
- Separation of offline and online reporting to facilitate faster response time for frequently used reports
- Feature to track detailed telephony failure cause for improved VoIP management
- Composite entity support for automated switch-over between the VoIP providers to minimize any impact due to poor performance of telephony services
- Addition of advanced reports including KPIs (Key Performance Indicators), filter based interval reports and Call Duration Record (CDR) Sum in DACX-M.
Improved alert management keeps IT monitor system performance efficiently in real-time. Users are notified or alerted during specific interrupts should an event take place that requires manual treatment. Security has also been boosted with firewall configuration editor that provides utmost security to setup. From agent's perspective, voice log access to agents has been restricted to one campaign.
On the system management front, the new version makes it easy for the IT to separate offline and online reports. The new features and enhancements deliver optimal real-time control on system, processes and policies in addition to providing superior quality monitoring, lead management and campaign management.
"At Drishti, we are always trying to raise the bar for the Smart Contact Center with new features that add value to our customers' business. We do not wish to merely improve our offerings, but also customize them for our customers, so they can extract the most out of them. Our value system reinforces us to deliver beyond our usual responsibilities to our clients, which is why most of our clients ramp-up operations within 6 months and double capacity within a year. We are always striving to be a crucial cog in the wheel for our customers to outgrow their competition and grow consistently," said Bishal Kumar, CEO, Drishti-Soft Solutions.
About DACX™ Contact Center Suite:
DACX™ Contact Center Suite is an award-winning, all-in-one, feature rich solution that increases call center productivity and ensures highest customer satisfaction. It offers top-of-the-line capabilities, such as Predictive Dialer, IP-PBX, IVR (Interactive Voice Response), ACD (Automatic Call Distributor), Voice Logger, Unified Contact Messaging, CRM and Reporting. It offers a host of features such as Multiple Campaign Management, Performance Management, Unified Messaging (Chat, E-mail, SMS), Skill-Based Routing, Call Compliance, Centralized Management and many more. It provides a powerful value proposition to its call center customers in form of easy scalability, ease-of-use, low TCO and ability to work seamlessly over TDM or VoIP.
The DACX™ architecture allows various modules to interact with each other on well defined interface thereby providing easy integration with existing applications and infrastructure and development of custom made applications faster. The architecture enables redundancy at multiple levels of the infrastructure thereby providing high scalability and high up-time of overall solution. Additionally, it saves upto 70% of hardware and operating system costs usually incurred by contact centers.
Drishti is a leading Contact Center Solution provider with core expertise in Call Center Software and Enterprise Communication technology. Its flagship product, DACX™ Contact Center Suite has gained wide presence in India & Philippines and caters to multiple verticals like customer support, telemarketing, mortgage, marketing research, directory services, hospitality and entertainment.
Drishti's solutions simplify Customer Interaction Management and are designed to maximize the ROI (Return on Investment) of Call Centers through high up-time and low TCO (Total Cost of Ownership), along with short implementation & customization cycles. Flexible, extensible, and scalable, they are ideal solution for any kind of Call Center irrespective of size, technology (TDM or VoIP), or locations (single location or multi-location).
Headquartered in Gurgaon, India, Drishti has multiple regional offices in India (Bangalore, Pune, Kolkata, Hyderabad, Chennai and Mumbai) & Philippines (Makati). It has been consistently registering year-on-year growth of more than 200%. Drishti is rapidly expanding its installed base in Philippines and Middle East, and is now aggressively targeting African and European markets.
For more information, please visit http://www.drishti-soft.com.