Contact Center Software and Enterprise Communications (News - Alert) Applications provider Drishti has reportedly enhanced its comprehensive interaction management solution AMEYO, with the addition of an advanced reporting feature, Reportika. The new feature will be helpful in pushing up contact center productivity and maximizing individual agent- efficiency.
Based on advanced computer telephony technology, Reportika allows the customers to retrieve data record from a database and view on a pop-up screen on an agent's computer in tandem with the call traffic, Drishti said in a statement.
Reportika has been designed to present micro and macro details on multiple campaigns and individual agents across a specific interval of time. The tool takes a data warehousing approach for logging and maintenance of data in a specific interval historically. It helps map agent productivity and ensures efficient use of resources.
Armed with an interactive UI it can switch between graphs for multiple tasking of campaigns and can add. It takes info from Ameyo and updates itself allowing you to add filters and assign roles on the tool.
“Companies mostly spend two-thirds of their time or more in things that have to get done instead on what's next to be done. Contact centers similarly spend most of their time tracking, monitoring and meeting with the set SLA's failing to move on the improvement approach. Keeping this in mind we wanted an intelligent integration to AMEYO which could present data and generate reports for specific campaigns, individuals and processes. Reportika does all of this with ease thus increasing contact center productivity and maximizing effort from individual agents,” VP of Drishti-Soft Sachin Bhatia said.
Drishti-Soft Solution recently announced an interoperability testing alliance with Matrix Comsec, a manufacturer of VoIP products. Matrix will test its VoIP Gateways with Drishti Call Centre Solutions. The alliance will not only provide solutions but also increase their presence in the call center industry by creating opportunities for channel partners.
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Edited by Amanda Ciccatelli