PRZOOM - /newswire/ -
Gurgaon, Haryana, India, 2010/01/12 - Drishti announced its new advanced contact center supervision and monitoring tool - a leap ahead in managing the productivity of call centers.
Drishti-Soft has launched new supervision interface which promises to not just simplify but magnify supervision capabilities for call centers. The advanced supervision interface presents user, campaign/ process and system level data in an easily interpretable and user-friendly graphical display.
As Nayan Jain, CTO, Drishti-Soft explains – "Advancements in the supervisor screen would enable a contact center supervisor to analyze the productivity data presented intelligently in pie charts, histograms, areas graphs and accelerometer formats. Birds eye view of telephony, agent, dialer and lead performance would empower the call center supervisor in real-time identification of gaps and breach in defined SLA's and hence faster resolution of the issues."
Drishti plans to provide this advanced supervision interface as a default feature with their award-winning Ameyo Contact Center Suite. It would be provided free to existing Ameyo customers to enable an enhanced customer experience. Independent interface concepts for inbound and outbound processes and campaigns would enable a more categorized display of resource performance. Entire shift data would be available in graphs that would help identify trends and patterns for below-standards performance.
In a typical inbound process, meeting customer SLA takes center stage. Ameyo's new advanced Ibound supervisor interface displays runtime data segregated on various parameters like average call handling time, average wrap-up time, abandoned calls per queue as well as overall resource distribution. The data is effectively presented in both numerical and graphical form to assist the supervisor in monitoring and managing agents, queues, call traffic and resource distribution to meet the process-specific SLAs. The supervisor screen accommodates view of not just real-time data but also historical data that enables the supervisor to identify variation in call flow over a period and accordingly allocate resources to balance it.
For an outbound campaign the most important factor is contact or sale. For this, the performance inputs from a call centers side would be maximum connects in the same lead set, first call resolution and minimal downtime. The supervision screen provides run-time snapshot view including lead performance, lead conversion (agent wise), telephony and connectivity performance. Any problem in final productivity is easily visible here and can be dealt with at the right time without much loss of productive time.
Ameyo's advanced supervision interface is a supervisor's delight. The key pain point of immediate problem identification can be answered via this unified screen. Interpretation of heaps of cluttered data that ate a lot of supervisor time has been preset in this screen with graphical charts to not just realize glitches but also strategize and obtain maximum profitability.
Drishti-Soft Solutions Pvt. Ltd. (drishti-soft.com) is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.