Billions of calls processed and thousands of active users
100s of Self-Help, Outbound, Inbound & Blended processes</li></ul>Increasing global channel and customer footprint<br /><ul><li>Presence across India, Philippines, Middle East, Bangladesh, Malaysia, Indonesia
Marketing, Engineering, and Award-winning Support units</li></ul>Recognized by leading industry bodies<br /><ul><li>NASSCOM IT Innovation award winner (2008) for Market-facing innovation
IP Contact Center Technology Pioneer Award from TMCnet
Awarded best ACD, Outbound, Customer Supportin APAC by Contact Center World 2008.
HCL Technologies</li></li></ul><li>Philosophy<br />The new paradigm in Enterprise Communications<br />Helps builds new features faster in least time<br />Software & IP-based technology<br /><ul><li>Software & IP-based technology is future proofUnlike Hardware-based or “boxed” solutions, IP/software based technology is extremely customizable and configurable.
Can be scaled up without heavy Capex and infrastructure investments.</li></ul>Business Process Automation <br /><ul><li>No manual overheads, most tasks automated
Single “view and store” – same information is accessible and updatable by all (depending on roles/privileges)
Business process mapping – your technology is built around your process, not vice versa.
Workflows can be “tweaked” as and when new business processes are introduced. Can be replicated easily</li></ul>Improved SLAs, FCRs through robust technology <br /><ul><li>Create and deploy new VAS faster for new offerings
Self-Help, Intelligent Routing, multimedia, and integrations
Single Management view of customer and business departments</li></ul>Provides speed and automation that impacts productivity<br />Provides cost containment without compromising on technology<br />Reduces Customer churn, increases ARPU, process efficiencies<br />Increase profitability per customer with up-selling and cross-selling | Reduce cost incurred per customer with resource management | Improve customer experience with quality service | Reduce attrition with employee satisfaction<br />
Technology<br />Technology<br />IP-based software<br /><ul><li> Created from ground-up using propriety algorithms
Open standards like SIP (Session Initiation Protocol) and Web-Services.</li></ul>Multi-packaged offering<br /><ul><li>Common code stream, but different functionalities and capabilities with privilege management.
Ensuring technology provided is built around the business process.</li></ul>Multi-tenancy<br /><ul><li> Ideal for SaaS-based deployment.
Multiple departments (Single-site or Multi-site)</li></ul>Code Generation with MDA and “Nodeflow” approach<br /><ul><li> No “Shrink-wrap” approach; Auto-generation of code</li></ul>Innovations<br />Ameyo development platform<br /><ul><li> An innovative approach.
Real time processing carrier grade aspects (high availability and central management)
Easy integration with third-party tools</li></ul>“Drishti is doing great job with constant innovations. Drishti offers better services and world-class support that has added value to our business” Sarfaraz Alam, N M Teleservices<br />
AMEYO –The All-in-One Communication Suite<br />Software based Technology<br /><ul><li>Java based server application.
Based on open standards (SIP, ISDN, XML, XMPP).
Tools to innovate and value-add to business</li></ul>Reliable | Scalable | Extensible | Future-Proof | Best ROI | Best Technology Partner <br />Ameyo Communications Suite allows Enterprises to circumscribe their communications requirements into one integrated solution giving their customers a consistent experience throughout<br />
AMEYO Award Winning 24X7 Support<br />Online Ticketing System<br /><ul><li>Multimedia Support – Chat, E-mail, Phone
Eliminates delay</li></ul>Awarded best ACD, Outbound, Customer Support in APAC by Contact Center World 2008<br />
Introduction<br />Indigo Proposition<br />Ameyo for Indigo<br />Case Studies<br />
Indigo – Existing Setup<br />LAN Switch<br />1. Customer calls in, call routed in to Phone-In IVR for flight queries, cancellation, booking. <br />AVAYA BCM<br />2. Customer response logged into the DCS and related updation and actionable's taken <br />Phone In IVR<br />1<br />Administrator<br />3. Booking queries, routed through DCS to payment gateway via Atom IVR as a 3 way conference for security and privacy<br />2<br />DCS<br />Agent Stations<br />External Components<br />Avaya Phones<br />3<br />ATOM IVR<br />4. 3rd party Payment gateway<br />5. Web based queries, booking, cancellation, check in updated onto the central system and accorded due responses<br />Payment Gateway<br />Agent Stations<br />4<br />5<br />Website<br />Agent Stations<br />
Provided the solution at a very appealing cost to the client
Client witnessed increase in business and customer satisfaction</li></ul>Winner of CNBC-NASSCOM IT user award* for intelligent use of technology (DACX Ameyo) to manage business processes<br />*Source: http://www.motilaloswal.com/MediaStory.aspx?ArticleID=664b2988-8ea5-455d-907a-ab483654472c<br />"Customer Experience is of utmost importance in our business. We required a technology solution that could deliver good customer experience and help us attain our goal. We chose Drishti due to their competence and the way they moved to have in-depth understanding of our specific business requirements. The speed of execution from their end was superb. We are glad to have chosen Drishti“<br />Anuragi RamanSr. Vice President (IT)<br />
Case: Dhiraagu<br />One of the largest Telecom companies in Maldives<br />Business Requirement<br /><ul><li>Advanced IVRS with multi-language support
User skill management and priority-based customer handling
ACD wait time notifications and personalized greetings
Automation of bill payments by integration of IVRS with billing system and web service based payment gateway</li></ul> <br />Highlights of Solution Implemented<br /><ul><li> Enabled business scalability
Flexible solution accommodating advanced customer care features
Over 20% increase in answered calls</li></li></ul><li>Case: Department of Transport – Abu Dhabi<br />Nodal agency to manage all the transport related functions for the city of Abu Dhabi<br />About<br /><ul><li> Nodal Agency for transport in Abu Dhabi
Track Complete History of Incident Until Completion
Provides the facility to ensure accurate Information for Reporting
Manage resources to ensure the right people are focused on the right things </li></li></ul><li>Case: BookMyShow – Network 18<br />India’s largest ticketing portal for films, concerts, shows<br />Business Requirements<br /><ul><li>Automated Ticket Booking System through Single pan India number 39895050
Easy change of movies, shows in the IVR via a GUI-based interface
CLI-based routing for regional movie information</li></ul>“Drishti'sadvanced technology platform, Ameyo, proved to be just the right solution that could understand our workflow, and address the core issues in order to achieve process automation while lowering operational and transaction costs. We look forward to Drishti’s support in future too.”<br />Parikshit Dhar<br />Director (IT)<br />
Case: Indian Market Research Bureau<br />One of India’s largest Market Research Bureau<br />About<br /><ul><li>Runs Market Research & grievance cell processes