Different enterprises have different communication requirements based on the nature of their business, scale of operation, network of branches and underlying telephony technology. Their communications solutions ought to be in sync with their business requirements. It becomes imperative for us to offer complete customization of our solutions so as to map our customers’ processes in an efficient manner. We work on highly flexible (rather accommodating) and adaptive technology platforms, frameworks and solutions. Our innovative solutions accommodate changes as per the requirements of different clients and effectively deal with all associated risks.

Some of the special customizations that we offer are:

o IVR
o CRM
o Reports

IVR
IVR automates inbound call routing and fosters self-service. Different business processes need different call flows for directing the inbound queries. Drishti creates elegant call flows for all kinds of simple or complex business processes such as customer support, tech support, directory services and many more. The IVR call flow can be customized as per different requirements. The call can be directed as per the DTMF input entered by the caller. In case of a customer query for account balance, the call can be first directed as per the language chosen, then with the pre-integrated database, the account details can be fetched and the result is announced to the caller via TTS (text to speech).

A complex IVR flow, such as in case of order management can also be created. The whole process of placing an order by the caller, and checking the status with the help of the order number can be automated with the customized IVR flow. During wait time or on hold time, messages about other products and promotional offers can also be played allowing you to capitalize on cross-selling and up-selling opportunities. For example a customer may ask for a “Meal for two” instead of two individual pizzas after listening to the offer while he was in the queue.

CRM
Drishti's CRM is an easy-to-use interface to manage interactions and customer information. It is easily customizable as per different business processes such as customer support, telemarketing and sales, market research, collections, directory services and financial advisory. The comprehensive CRM allows businesses to manage interactions, customers and processes more effectively.

Financial Advisories
For financial advisories, the CRM can be customized so as to incorporate the following functions in the user interface -
? Set Callback on alternative number
? Specify Same agent Callback
? Lead generated passed on to the verifier
? Customized and automated Calculator for relevant campaigns (for calculating premiums etc.)

Market Research
Drishti's CRM allows you to create comprehensive campaigns for market surveys. The CRM can be customized as per the survey requirements. It can also be integrated with the market survey logic (e.g CATI) as well.

Sales CRM
The customized Sales CRM allows sales people to -
? Capture customer Information
? Access to complete account information – credit card / cheque details; verification
? Spend less time on administration and more time on closing more deals.

Online Digital Ticketing System (DTS)
DTS a system wherein customers can submit online requests for issues faced and trouble shooting. It allows both the customers and Support Helpdesk to holistically view and easily manage the submitted requests. We can customize the CRM to integrate the DTS with telephony.

Reports
In order to gauge performance across different business entities, enterprises require business specific reports and analytics. Within the organization, the executives are interested in different business analytics, the middle management examines day to day activities, while the top management scrutinizes macro performance of all different departments and units. Thus, different reports need to be customized as per the business processes and work force distribution of an enterprise.

Apart from standard reports such as Agent Productivity Report, Lead Penetration Report, Call History, Call Details, Drishti allows you to generate over 200 different kinds of statistical reports, individual reports, campaign reports, call reports and system reports. Such comprehensive report structure would give managers and analysts a deep insight in to the performance of your agents, inbound, outbound or blended campaigns, and other performance parameters.

Some examples of such customized reports are Agentwise Call Detail Report, Pending Callback report, Missed Call detail Report, Disposition reports or Franchisee Detail Data.