Drishti-Soft in conjunction with Hewlett-Packard, Intensity Global Technologies, Nuance Communications, Sangoma Technologies and Voice & Data Magazine hosted a panel discussion on next generation voice technologies for Customer Interaction Management (CIM) last May 11th in Gurgaon.
The panel and participants comprised of businesses across various verticals from Communication, BFSI, Trading and Advisory, Government, Transportation, Education, Entertainment, Hospitality and Travel, BPO and Outsourcing, Healthcare and Lifesciences whose focus are on customer facing processes. The discussion highlighted the relevancy of Voice and ICT technologies in driving customer interactions.
Pravin Prashant, Editor, Voice & Data Magazine “In this era of 3G and 4G technologies voice still contributes 75% of revenue. There is immense complexities in handling customer interactions especially when talking about broadband connections, this is very evident when we take infrastructure resources and costs into the picture. Voice is more personalized and till date there are more voice subscribers than social media or broadband subscribers.”
Anil Sabnis, Director-Business Development, Nuance Communications “The important aspect of voice is that of the customer service value, the first BPO that came to India was a voice-based center and if you consider the development of voice over the years, there have been tremendous growth in voice-enabled services. One such development is if we talk about IVR’s, currently there is still a widespread use of DTMF but in North America, there is the usage of speech-enabled IVR and this is the next frontier in customer service as this is the more natural form of communication. Imagine just talking on the phone in your natural language pattern and you get the information or service that you require. By applying this, agent resources can be maximized. ”
Doug Vilim, VP-Sales, Sangoma Technologies “Whether you have a regular phone or a smart phone that allows large data interchange, they are still phones at the end of the day. Human interaction is critical and that is why we still classify BPO’s as call centers. The cost of voice is very low, yet its return on investment, its impact is still larger than what you would get from a data service. If you take an example of a mother calling a hospital about her sick child at home, the same message cannot be communicated through text, and that is why voice won’t be replaced.”
Sachin Bhatia, VP-New Business Development, Drishti-Soft “Voice is a growing domain and as we can see it has a strong future, however, besides the constant growth of this domain related technology, there is an emergence of Indian products in the market. Grassroots innovations are bringing Indian businesses to the forefront of both domestic and international markets, casing point would be PACE (ProActive Connect Enhancer) and Agent Assisted IVR API from Drishti which transforms traditional processes to enhancing business specific operations.”
Aditya Narain Kakkar, CEO, Intensity Global Technologies “Technology in this domain is crucial in redefining processes. New applications of tried and tested systems as well as innovations in enhancing current operations based on business specific needs. This discussion was particularly relevant for us. It served as a platform for everyone concerned to get together and share their viewpoints on how enterprise products such as servers, storage, and networking switches can be beneficial in reducing the TCO (Total Cost of Ownership) for businesses providing long-term business benefits.”
The event attended by like-minded people opened up interesting discussions on the prevalence of voice as an important channel for customer interactions. Additional exchanges on viewpoints highlighted how current and upcoming technologies transform business processes and potentially deliver added business benefits.
Drishti (drishti-soft.com) offers communications solutions that empower 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, and SaaS. Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth.