India has 62.5 million claimed Internet users as against 362.3 million
wireless subscribers. These numbers highlight the growing importance of
voice-based customer service market in India. BigTree is one such innovative
organization that aims at providing advanced voice based customer
interaction service through its portal www.bookmyshow.com The Company is
involved in software sales and support, ticketing services, box office
tracking and analysis.
It was imperative for BigTree to lower their transaction costs,
operational costs and human dependency to pass on the benefits to consumers.
Bigtree were looking to consolidate on their existing customer base and win
more customers through automated, customer-centric services. They wanted a
solution that could facilitate call identification, and also play area-wise
movie updates and special offers through IVR. As the IVR keeps changing
every week with release of new movies, a solution was needed that could
change the IVR without having the need to change the IVR code.
BigTree wanted that the solution should smoothly integrate with their
in-house enterprise applications & Database (used for updating show
timings), and Payment Gateway wherein they can add the option of Credit Card
booking directly on the IVR without transferring the call to agents. Also,
the system was expected to generate and send transaction ID to the customer
through SMS.
"Drishti's advanced technology platform, DACX Ameyo, proved to be just
the right solution that could understand our workflow, and address the core
issues in order to achieve process automation while lowering operational and
transaction costs. We look forward to Drishti's support in future too" says
Mr. Parikshit Dar, Director, Technology, Bigtree.
Bigtree chose Drishti's DACX Ameyo because of its comprehensive feature
set, high responsiveness, and expertise of the Drishti team. Drishti
implemented data driven IVR with DACX Ameyo which facilitated the BookMyShow
team to change the IVR every week without the need to change the IVR code.
Ameyo integrated smoothly with their IT infrastructure.
Bigtree achieved higher operational efficiency even after reducing the
number of their agents to 40%. Moreover, DACX Ameyo proved to be an
affordable choice, doing away with the need to procure expensive hardware
for different requirements, while maximizing agent performance and process
efficiencies.
Says Mr. Sharat Chandra, Country Manager (Sales), Drishti Soft "Drishti
has always strived to provide high-end innovative solutions to businesses
that focus on using technology to simplify customer interaction service,
which is perhaps the most significant growth factor in economically
turbulent times like these. Working with BigTree was a vastly enriching
experience."
About Drishti www.drishti-soft.com
Drishti provides Contact Center Software & Enterprise Communications
Solutions. The Company creates innovative Communications technologies for
next-generation Enterprises, empowering them to dynamically manage their
Business Processes. Drishti's customers enjoy significant benefits in terms
of increase in efficiency levels, reduction in operational costs,
flexibility to grow, consistent user experience and a demonstrable ROI.
Drishti's innovative solutions are running successfully at hundreds of
client locations across the globe. The Company has been awarded the BPONews
Best Contact Center Solution 2007, IP Contact Center Technology Awards 2008,
Member's Choice Award 2008, and the NASSCOM Innovation Awards 2008. Drishti
is also among the Deloitte Fast 500 Company in APAC, and Red Herring
finalists.
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Shashank Shalabh, Drishti-Soft Solutions Pvt. Ltd., +91 - 0124 - 4771000
