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  • Next gen CIM Applications unveiled by Drishti-Soft and Microtel in Singapore

    Published on January 25, 2011

    Gurgaon: Drishti-Soft along with their VAR (Value-added reseller) Microtel Technology organized a focused product seminar for the Singapore users to unveil their latest CIM applications for contact centers. With Customer Interactions Management (CIM) solution offerings forming the core agenda, the seminar brought together SIs and end-users i.e. contact centers from different parts of the country to gather insights on the latest technology concepts. The audience participated in a discussion on the CIM applications trends for 2011 including Voice Broadcast and Phone Agents.

    The session began with Microtel product roadmap giving an overview of the product portfolio of Microtel for the APAC markets. Talking about the event, Mr. Lim Wai Meng, MD, Microtel Technology says – “Having spent considerable time in the market, we have gathered an insight into the customer needs. Today’s contact center businesses need applications that add value to their service delivery besides enhancing the end productivity. We at Microtel have designed a whole range of products that enable contact centers to migrate to next level of Customer Interaction Management. Our intention of organizing this product seminar was to create a platform where the end-users get to understand the benefits they can derive from quality CIM solutions like Ameyo.”

    The seminar included a detailed analysis of the CIM domain and the right CIM strategy for the unique business processes of new age contact centers. Mr. Sachin Bhatia (VP, Business Development, Drishti-Soft) made a presentation on some very basic to most innovative applications of CIM solutions to everyday call center operations for a much enhanced service delivery. Including some case studies of major deployments in APAC region, Sachin elaborated on the role played by Drishti’s advanced CIM applications to add value to each business which caught the direct interest of the audience.

    As Sachin Bhatia said – “For my session, I wanted to motivate the audience to think of integrated tools and processes to help them measure their KPIs. I stressed on the importance of analyzing the business processes to not just measure but understand and hence fill up the gaps overtime. I explained on how Ameyo has enabled this for some of the renowned names in APAC.”

    Adding further he said – “A few advanced capabilities of our solution Ameyo that caused a stir in the audience were Voice Broadcasting and Phone agents. While voice broadcasting enables agent-less mass outbound campaigns particularly suited for market research and surveys, Phone agents is a remote system access facility that allows agents to log in to the call center via their mobile or landline phones adding flexibility to the work environment. The audience participation and enthusiasm to know more about other such features in Ameyo was a truly satisfying experience for me as a speaker.”