Contact Center Solutions Featured Article

Drishti-Soft Adds Supervisor Dashboard to its Ameyo Contact Center Solution

January 13, 2010

India-based contact center solutions provider Drishti-Soft has reportedly added a supervisor dashboard to its Ameyo contact center suite that tracks all critical call center data and presents it in graphical form.

According to a company press release the “advanced supervision interface presents user, campaign/process and system level data in an easily interpretable and user-friendly graphical display.”

In the release, Nayan Jain, CTO, Drishti-Soft, said the new dashboard allows contact center supervisors “to analyze the productivity data presented intelligently in pie charts, histograms, areas graphs and accelerometer formats.” The “birds eye view” of telephony, agent, dialer and lead performance allows for  “real-time identification of gaps and breach in defined SLA's and hence faster resolution of the issues.'

The new dashboard comes as a standard feature with the platform and existing customers will get an upgrade free of charge. It reportedly does a better job of categorizing key performance data – including average call handling time, average wrap-up time, abandoned calls per queue as well as overall resource distribution.

For inbound contact centers the dashboard displays runtime data segregated on various parameters. 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 also accommodates historical data -- thus enabling supervisors to identify variations in call flow over a period of time and take corrective action.

For an outbound call centers the dashboard allows supervisors to view key stats including lead performance, lead conversion, telephony and connectivity performance.

Drishti-Soft Solutions last made news on ContactCenterSolutions in March, 2009, when it announced that its Ameyo solution was empowering BigTree to implement phone-based ticket booking throughout India.

Patrick Barnard is a senior Web editor for ContactCenterSolutions, covering call and contact center technologies. He also compiles and regularly contributes to ContactCenterSolutions e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard