Drishti, a leading provider of Contact Center Software and Enterprise Communications Applications recently announced the launch of an online Customer Portal that will enable customers to initiate multi-channel contact with DaSH (DACX™ Support Helpdesk) and provide them with instant access to service details as well as live support statistics. The initiative is an endeavor to provide the highest levels of support and services to Drishti’s customers.
The driving forces behind this platform is easy management, faster resolution of issues, better tracking, high responsiveness and transparency for clients. The web portal not only allows easy access to DTS (Drishti Ticketing System), but also provides important updates and services related information.
Ankur Sharma, marketing manager at Drishti, says, “This is an endeavor on our part to take our customer focus a step further. With a robust ticketing system already in place, we are looking at innovative future enhancements to connect better with our customers. We truly believe that this system is the first of its kind and will bring us closer to our valuable customers. Some of the other enhancements in the near future would be creation of an FAQ area covering 80% of the issues usually faced by customers, thereby ensuring swift access to routine information.” He sums up, “Our most prominent focus is the business continuity of our esteemed clients who regard us as their technology partners.”
Once a user has logged in, he/she can create new tickets, or check the status of tickets generated depending on his/her privileges. For instance, an IT head may see all tickets generated by various users under him, and track resolution time, concerned resource, escalations, estimated resolution time, etc.
All active customers shall be issued a username and password, and can create sub-users for their organization. Customers can also avail real-time chat facility where a dedicated engineer will be tending to their immediate concerns.
Apart from the DTS area, the portal also contains a feedback form in which customers can rate the service quality. Specific areas of concerns will be given better attention as the support process is constantly enhanced with a customer-centric view.
Another future addition would be a “User Arena” where agents or users will have access to different resources. According to Nayan Jain, CTO, “Our primary focus is to make DACX™ easier to use for agents and supervisors. We will be working on usability, training modules and proper training for DACX™ users, so that the learning curve is really small for our users, and they can start working more efficiently from day one. We also wish to make them aware of new features that they may use to enhance their performance & productivity.”
Drishti is a leading provider of Contact Center & Enterprise Communications Solutions. Its award-winning flagship offering – DACX™ Contact Center Suite has been a huge success in India and Philippines and has become the leader in the Small and Medium Enterprises (SME) segment in India. Drishti is currently building Communications technologies for the upcoming next-generations Enterprises, empowering them to manage their needs to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration).
With strength of over 150 clients, Drishti serves across various verticals such as Telecom, Technology, Financial Services, Outsourcing, Market Research, Directory Services and Travel & Hospitality.
Distributed across five offices in two countries, Drishti’s expert workforce comprises of more than 70 individuals across R&D, Sales & Marketing, Engineer and Support units.