Drishti reinforces its customer focus with the launch of DACX™ Customer Arena (DCA)

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Computers - Software Development - Drishti-Soft Solutions

Release Date: April 09, 2008

Drishti reinforces its customer focus with the launch of DACX™ Customer Arena (DCA)

By Drishti-Soft Solutions
April 09, 2008

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Launches an online customer portal as part of a constant endeavor to offer unstinted levels of support and services to its customers. Provides its customers with instant access to service details and live support statistics.

PR9.NET April 09, 2008 - Gurgaon, India - 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 URL can be found at www.dacx.net.

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."

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Drishti reinforces its customer focus with the launch of DACX™ Customer Arena (DCA)

Contact Information of Drishti-Soft Solutions

Phone	+91-124-4085120
FAX	+91-124-4089120
Website	http://www.drishti-soft.com/
E-Mail	E-mail Address Protected
Address	36, Sector 31, Gurgaon 122001, Haryana (India)

About Drishti-Soft Solutions

Drishti is a leading Contact Center Solution provider with core expertise in Call Center Software and Enterprise Communication technology. Its flagship product, DACX™ Contact Center Suite has gained wide presence in India & Philippines and caters to multiple verticals like customer support, telemarketing, mortgage, marketing research, directory services, hospitality and entertainment.
Headquartered in Gurgaon, India, Drishti has multiple regional offices in India (Bangalore, Pune, Kolkata, Hyderabad, Chennai and Mumbai) & Philippines (Makati).