The new paradigm in Enterprise Communications

Business challenges have become all the more tough with economic volatility and rapidly
advancing technological environment. Managing customer experience and operational costs
have become synonym to market-facing businesses. Enterprises are keen on use of
AMEYO technology to build new differentiators by innovating around business processes.

Drishti’s Ameyo is an advanced technology solution that is not just effective but can become
a very crucial part of the business strategy. Ameyo Communication Suite is designed to
enable Business managers to innovate and implement small steps around their
processes.This is where they can sit back and relax and focus their mindspace on business
growth strategies.

The Software and IP-based solution enables end-to-end automation as well as flexibility of
integrations and customizations within an affordable budget. Ameyo is an all-in-one pre-
integrated solution that combines capabilities of CTI, Predictive Dialer, ACD, IVRS, Voice
Logging, Reporting, Quality Monitoring, CRM, Campaign Management and Multi-media
(Email, Sms, Chat, Fax,Web) interactions in one feature-rich technology base.

Interactions Simplified
Ameyo Communications Suite allows Enterprises to circumscribe their
communications requirements into one integrated solution giving their
customers a consistent experience throughout.

· Department & role specific modules Future-ready · IP based networks

· Need-based routing
Customizable · Easy migration path to future
· Multi-tenancy

· Increase in Business Availability Holistic · Adaptable to different service use models

· Maximum customer contact
Reliable Extensible (SaaS or Premise)
Approach
· SLA Management · Least turn-around time (Quick time to market)
with rapid feature development.

· CRM Configuration for user-friendly interface · Centralized management of users

· Modifications in run-time
Configurable Manageable and processes
campaign and process parameters · Single-site & Multi-site environments

Ameyo is an all-in-one next-generation Communications suite that empowers

Technology

TDM
businesses to become more agile and adaptable. The solution dynamically responds
Hybrid
to the challenges faced by emerging Enterprises, by ensuring business availability
VoIP
for maximum customer contact and reducing operational complexities for
Inbound
Campaign

effortless management. Built from ground-up using standards-based software,

Blended
it ensures complete extensibility, reliability and availability. The future-proof
Outbound
solution is adaptable as far as service delivery mechanisms (Saas or Premise),
Outsourced
size (tens to thousands), technology (VoIP or TDM), and process types are
Type

Co-sourced
concerned. Moreover, it allows for complete manageability, and scalability
Captive
owing to SOA, and Model Driven Architecture (MDA).
Premise
Model

Ameyo automates complex routine tasks so that users can spend more
Hybrid
time engaging with profitable customers while simultaneously giving
SaaS
complete management control and improved price-performance. Its rich
Small
feature-set offers innovative capabilities to Contact Centers and Enterprises
Size

Medium
with unique requirements, operational complexities, performance bottlenecks,
Large
and automation issues.

Intelligent Routing | IP-PBX processing | Rule-based Dialing | Multiple dialing modes | Multiple
Campaign Management | Robust Lead Management | Multimedia Queuing | Nodeflow Designing
Scripting | Quality Monitoring | CTI | Unified Messaging | Presence Management | Find-Me Follow-Me
Workforce Management | Single-Site & Multi-Site | Self & Assisted Service | Voicemail | Conferencing
Web Agents | Web Callback | Wallboard | GUI based Reporting | Web based IT Management | Voice Logging
 All-in-one Communications Suite
Unlike the conventional silo approach with disparate systems that lead to bad
interfacing, data duplication, operational inefficiency, and high TCO, Ameyo eliminates loose
integration and operational rigidity that is characteristic of many Contact Centers today.

To serve today's multi-contact customer, Ameyo's all-in-one approach leverages seamless

component integration, and offers next-generation capabilities for inbound, outbound and
blended campaigns for customer support, telemarketing or collections in Contact Centers, or
communication requirements in Enterprises.

Ameyo offers holistic contact management with integrated ACD & IVR, Dialer, Unified
messaging, Report Designer, IVR Designer,Voice Logger, CRM, and advanced CTI features.

Drishti's advanced technology Superior Customer Interactions

platform, Ameyo, proved to be ACD and IVR integration follow intelligent routing algorithms that allow you to

just the right solution that could connect your customers to the right resource - even someone outside the Contact
Center premises such as branch experts or field workers thereby leading to increased
understand our workf low, and
First-Contact Resolution rates.
address the core issues in order
With real-time scripting and integrated CRM, agents are thoroughly aware of what to say,
to achieve process automation
thereby increasing their efficiency. Moreover, Work group creation based on defined skill-sets
while lowering operational and
allows your agents to solve customer queries in minimum time with self & assisted
transaction costs. We look
service.
forward to Drishti’s support in
future too.
Optimum Productivity
Ameyo allows businesses to increase their market share via rule-based dialing administration.
Parikshit Dar So, you can focus on targeted groups defined on the basis of age, geographies or other
Director (Book My Show)
demographic details. Real-time dialing configuration allows managers to assess the
campaign's productivity enabling them to modify settings in order to increase
productivity.

Ameyo's dialer uses a complex algorithm as per agent availability, customer responsiveness
and average interaction time allowing the users to configure dropped and abandoned calls
thereby maximizing agents' efficiency and controlling idle time.

Easy Migration to the next level

Ameyo, with its open architecture, incorporates seamless integration with your existing
systems CRM, Databases, switches and IP environments, lowers costs on telephony
equipment such as gateways and networking cards and third party tools and applications
such as Reporting & analytics tools, Voice loggers, CRMs and databases.

You can effortlessly scale up from tens to thousands of seats without heavy investment on
telephony equipment. Additionally, it cuts back on expenditure on proprietary hardware
and applications, as most of its features are provided by disparate systems.

Need-based Business package

Ameyo is a package-based solution that allows customers to specify the desired feature-set
and model (SaaS or Premise) thereby offering total business advantage.

The all-in-one solution offers absolute functionality to a basic Call Center requirements for
Inbound, Outbound and Blended campaigns. Moreover, it offers future-proof adaptability to
serve next-generation Enterprises.
 ACD and IVR
ACD with Dynamic Queuing The ACD queues and intelligently routes inbound queries to the available formal and remote
agents, workgroups or branch experts ensuring uniform call distribution and balancing load
IVR with Intelligent Routing
across multiple locations. It enables advanced call handling actions such as transferring to or
IVR Pre-integrated CRM starting a conference with other system users or any third party.

IVR Designer An efficient speech recognition system and IVR can service customers with personalized voice
prompts. Customized informative messages about other products and services, can also be
Scripter configured with the IVR thereby encouraging cross selling and up selling.

Predictive/ Preview/ Progressive Dialer Dialer

The dialer uses a complex algorithm as per agent availability; customer responsiveness and
Rule-based Dialing
average interaction time allowing the users to configure dropped and abandoned calls. This
Dynamic Call Pacing maximizes agents' efficiency and controls idle time. Offering multiple dialing modes such as
Predictive and Precision Dialing and flexible switchover to Manual, Preview and Power Dialing,
High AMD Rates
Ameyo gives a wide array of campaign configuration choices to your managers. With high AMD

DNC Compliance/ Exclusion rates, the dialer throws maximum live calls to the agents thereby optimizing agent talk time.
Moreover, the dialer dynamically manages Multiple Minute Providers allowing Contact Centers
CLI to improve price-performance ratios.

Multiple Minutes Providers Integration Voice Logger

Ameyo gives a pre-integrated Voice Logger that enables voice logging for Policy/ Government
Voice Logger
Regulation compliance. You can listen to or download agents' and customers' voice recordings for
Optimal Compression of Voice Logs quality assurance, contention resolution, process evaluation, data mining and personnel training.
Optimal compression techniques eliminate silence, pauses or other sections of a record that take
Multi-media operations on Voice Logs
up unnecessary space. Additionally, it allows conversion of audio files from MP3 format to WAV
Custom Agent Workbench and vice versa. The voice logger also provides multimedia capabilities with play/ pause/ rewind/
forward functions for the voice logs recorded.
CTI with Knowledgebase URL
CTI
GUI-based pop-up Interface Pre-integrated database, CRM (Customer Relationship Management) and complete Call
management functionalities make Ameyo's CTI an ideal solution to maintain multiple client
relations with dexterity. Screen pops and knowledgebase URL allow the agents to access
customer information in real-time mapping it into a GUI based interface through the database.

Agent Workbench
With integrated CRM and CTI functionalities Ameyo's
Agent Workbench is ideal for inbound, outbound and
blended campaigns, and helps agents to serve customers
in an efficient manner. It offers complete call treatment
features like Call transfer to co-users in the campaign or
even third party, Conferencing; Call routing to multiple
IVR Menus, Music on Hold, Missed Call alerts etc.
Features like same agent callback and remote agent
support increases productivity as well as customer
satisfaction levels. Workbench can also be customized for
specific requirements such as queue view to enable
agents to choose and attend to priority customers. For
outbound campaigns, Ameyo incorporates predictive as
well as preview dialing modes providing flexibility as per
the requirement.
 Outsourced OUTBOUND
and Captive TELEMARKETING
Contact Centers
Real-time configuration Prospect Enterprise
PARTNERS
Admin | Finance | HR | IT

Queue Management Supervisor

IVR
ACD
CTI
Agents

Intelligent Outbound Technology

Agents
INBOUND Routing Dialer Partners
CUSTOMER SUPPORT Strategic Partners
Ameyo
Multiple Campaign Management Customer
Advanced
Reporting
Dynamic
Call Pacing
VENDORS
Quality
IP-PBX/
Monitoring Centralized PBX

One-click Transfer
Management
Supervisor
Agents BLENDED
COLLECTIONS
Agents Sales | Support | Development
Hardware
Agents

Software

Multiple Simultaneous Interactions

Customer

Supervisor

Agents

Barge/Snoop/ Confer Supervision

Multiple Campaign Management

Agent Scoring (by defining KPI)
Ameyo provides holistic view of campaigns with campaign summary across agents as well as
Cradle-to-Grave Reporting processes. Call details such as total call count, status summary, and disposition summary can be
viewed along with minute details such as minute summary with average call duration, Post Dial
Real-time & Historical Report Delay (PDD), Answer Seizure Ratio (ASR). Here the Administrator can manage users across various
Generation system entities right from the system to various campaigns and queues. Each user is assigned a
privilege plan based on which his role, actions, authority and access is defined in the system.
Report Designer
Reporting & Quality Monitoring
Over 200 Default Reports Ameyo empowers you to design and generate business-oriented comprehensive reports to
track necessary information for agent productivity, process efficiency, organizational
User/ System/ Component/ performance and metric tracking. Reports can be generated using real-time, latest data locally, or
Performance Based Reports via web-interface for remote access. Moreover, the Report Designer allows users to generate
specific reports to gauge chosen performance parameters. Thus, supervisors, managers and
analysts can constantly analyze performance efficiency, map planned strategy to actual
performance, and improve on processes to achieve best overall performance.

Access Templates
Ameyo licenses are based on client-customized Access Template. This is a Super-set of all the
features that Ameyo offers – generic as well as client-specific features customized as per
requirement. This allows enterprises to choose the desired operations and feature-set and
pay in accordance.

Configuration
Managers can view or modify different entities such
as processes, privilege plans, users, skills, dispositions
and other settings from a single unified interface.
Users can be assigned to different processes, privilege
plans, skill sets in just a single click.

Moreover, real-time configurations allows managers

to improve overall campaign performance and
productivity. With Cradle-to-Grave Reporting you
can constantly monitor users, campaigns or call
behavior and further improve resource allocation.
 Lead Management
Pre-integrated CRM Ameyo allows quick data access and data input. With Ameyo's pre-integrated CRM, your

Real-time Data Access agents can have access to complete customer information including historical data of the
customer interaction cycles. Designed for easy lead management, tracking and status updates,
Customizable CRM Interface
the CRM builder allows you to create your customized interface for inbound, outbound as
Multiple Number Management well as blended campaigns. Ameyo also allows you to manage multiple numbers of a single
contact as well as same-agent call back so as to ensure maximum contact. The agents are
Lead Prioritization
empowered to schedule callbacks, this ensures that no prospective lead is missed out.
Call Transfer
Moreover, the Exclusion Management technique allows you to distinctively identify and

Call Forwarding respect the Do-Not-Call leads and other non-business-generating prospects thereby allowing
you to zero in only on the valuable leads.
Conferencing
Queue Management
Skill-based & need based routing
With Dynamic Multimedia Queuing, Ameyo allows you to rationally service your valued
Auto-attendant customers. It enables your agents to offer personalized services to your customers via intelligent
routing algorithms and priority-based queuing. Additionally, customers are informed of wait
Wait time notification with -
Music-on-hold time simultaneously listening to music or customized informative messages about your other
offerings allowing you to cross-sell and up-sell. During long wait-times, customers are allowed
Voicemail
to leave voicemail or request for a callback so that the agents can revert to them at their
Voicemail to Email preferred time. For specific process requirements, agents can view the entire queues and
self-route priority customers with due knowledge of the Supervisor.
Missed Call Alerts
Exclusion
Callback Scheduling
Ameyo enables a focused business approach via the Exclusion Principle. Contacts can be
Find-me-follow-me excluded from various campaigns, across multiple channels. For compliance, as well as quality,

Remote Agent Login the call lists will ignore the excluded contacts during live calling. Apart from excluding the
Do-not-call leads, you may disregard customers based on different criteria such as, individual
Web Agent
or business, scale of income, demographic details or other process requirement based
Agent Queue View details. Enabling you to focus your business planning and resources towards the right
customer-mix, Ameyo ensures higher revenues with increased market penetration.
DNC Exclusion/ Compliance

Quality Monitoring
To view agent activities and performance in real time,
Ameyo provides a strong administration framework via
Supervision interface. Monitor agents across various
campaigns and access vital information regarding
agent status, call status, call history, dialing
configuration, voice settings, customer interaction,
lead management and campaign management in real-
time. Listen to voice logs or enter into live interaction
via conferencing, snooping or barging.
With Real-time monitoring, managers can glance at
the prevalent call behavior and agent performance.
With information about key metrics, Ameyo allows
your managers to modify campaign configurations,
voice settings or dialing modes thereby improving
overall productivity.
 Centralized Work Force Management
Unified IT Set-up
Whether you have all your agents at a single location or distributed across the globe, Ameyo

empowers you to transform distributed locations into a single virtual entity. Distributed
Web-based administration access
workforce can be systematically and remotely managed via web-based administration interface

of Ameyo. Thus users can create workgroups, access records or reports, view real-time activity,
Work Group creation
monitor agents, queues, and customers from a single administration point.

Multi-site Routing Presence Management

Ameyo provides automated notification of logged in users' presence status over unified

Logged-in users Notification communications platform to all the users thereby maximizing contact. This is also a powerful

supervision tool, as all the presence details are recorded and considered for defining KPIs (Key
Multi-Channel Support
Performance Indices) and quality monitoring.

User Management
Web Chat/ Email/ SMS Integration
Ameyo allows easy user manageability. Users can be managed across various system entities

right from the system to various campaigns and queues. One user can be assigned to different
Broadcast Dialing
processes and campaigns in just a single click. Each user is assigned a privilege plan based on

which his role, actions, authority and access are defined in the system.
Wallboard
Advanced Features
Web Callback Keeping in mind the growing needs of enterprise communications, several advanced features

are being integrated into Ameyo platform. The technology platform enables easy application
Video Conferencing development that has helped Drishti create a futuristic communication suite. Some of the

latest capabilities added to Ameyo include multi-channel support that covers SMS, Chat,

Email, Voicemail integration with the Voice processes. Also Wallboard, Web Callback, Video

Conferencing etc. add to the next generation communication applications specific to

enterprise usage.

For any enterprise, day-to-day intra-organization interactions as well

as customer interaction include six prime aspects – System,
Processes, Campaigns, Users, Management and Policies. Efficient
operability of these in addition to smooth working in tandem with
each other is mandatory to maximize the overall efficiency of the
enterprise.

Ameyo integrates these aspects seamlessly besides enhancing the

performance and efficiency of individual units. Open architecture of
Ameyo allows extensibility and customizations at each level as per
requirements of the business processes. Our award-winning 24 x 7
Tech Support Service enables real-time troubleshooting in case of
any incongruity.
 Enterprise Communications
Contact Center Software Vertical Specific Applications
Applications

Best-of-breed inbound capabilities IP based contact management system Hybrid architecture allowing total
such as advanced Multi-site Intelligent built on open standards allowing agility adaptability for organizations of all
Routing, Dynamic Queue Management and extensibility. types and sizes
with Queue View, and Multi-Channel
Built-in SIP functionality allows easy Customized CRM and specific
Support.
migration to VoIP and adaptability to functionali-ties offer tailor-made
Exhaustive Outbound capabilities for Multi-Site and multi departmental applications like Telesecretary,
voice-only campaign as well as a multi- environments Appointment Scheduler, Dial-n-Trade
channel contact process such as etc. to verticals such as Telecom, BFSI,
Voice mail configuration and Inter-user
Predictive/ Preview/ Progressive and Trading & Advisory, Healthcare,
and inter-department Call Transfer
rule-based Dialing modes, Robust Entertainment, Education, Travel,
Find me Follow me, Multi-modal and
Lead Management, Exclusion/ Call Hospitality and many more
multi-channel capabilities to ensure
Compliance
Reduced Operational Costs by
that users are accessible on-site and
Effective Workforce Management and automation of time-consuming tasks
off-site
Quality Management with Strong and special applications development
IP Office and multi-channel support
S u p e r v i s i o n , I n t e g ra t e d Vo i c e
Increased Process Efficiency and
o ffe rs c o m p l e t e c o l l a b o ra t i o n
Recording, Reporting and Analytics
Customer satisfaction with vertical
capabilities for enterprises
s p e c i f i c a d va n c e d a p p l i c a t i o n
development in minimal time

Awards and Appreciation

Winner of "NASSCOM Innovation Awards 2008" for Market Facing Innovation
Awarded "Pioneers in IP Contact Center Technology" by TMCNet (2008)
Awarded "Best In Class Overall Category Winner for Best ACD/Switch,
Best Outbound Solution and after Sales Support " By Contact Center
World (APAC-2008)
Awarded "Best Contact Center Suite" by BPO News (2007)
Deloitte Fast 500 company in APAC
Red Herring Top 100 for the year 2008
NASSCOM - EMERGE 50 for the year 2009
IT & ITES Business of the Year at Small Business Awards 2010
Red Herring Asia Top 100 Tech Startup 2010 Winner

Headquarters Product Information

Drishti-Soft Solutions Pvt. Ltd. www.ameyosuite.com
GP 62-A, Sec-18, Gurgaon, India
+91-124-4771000 Drishti Customer Arena
+91-124-4039120 http://dca.drishti-soft.com

Corporate Blog
Drishti Philippines Inc. http://blog.drishti-soft.com
14-B, Rufino Pacific Tower, 6784 Ayala Avenue,
cor.Rufino St., Makati City, 1200 Philippines Drishti Forum
+632-923-8136 http://forum.drishti-soft.com
+63-905-331-5418
Partner Portal
http://partner.drishti-soft.com

Email: [email protected]
Web: www.drishti-soft.com

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