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Drishti-Soft Together With Esteemed Partners Organized an Evening Panel Discussion on Innovative Strategies in the Domain of Voice Technology
GURGAON, India, May 15, 2012/PRNewswire/ --
'NextGen Voice for your business' held in Gurgaon discussed advancements in voice
technology by respected panel members and professionals across industries
Drishti-Soft in conjunction with Hewlett-Packard, Intensity Global Technologies,
Nuance Communications, Sangoma Technologies and Voice & Data Magazine hosted a panel
discussion on next generation voice technologies for Customer Interaction Management (CIM)
[http://www.drishti-soft.com/solution.php ] on May 11, 2012 in Gurgaon.
(Logo:
http://www.newscom.com/cgi-bin/prnh/20120409/525164 )
The panel and participants comprised of businesses across various verticals from
communication, BFSI, trading and advisory, government, transportation, education,
entertainment, hospitality and travel, BPO and outsourcing, healthcare and lifesciences
whose focus are on customer facing processes. The discussion highlighted the relevancy of
Voice and ICT technologies in driving customer interactions.
Pravin Prashant, Editor, Voice & Data Magazine said, "In this era of 3G and 4G
technologies voice still contributes 75% of revenue. There is immense complexities in
handling customer interactions especially when talking about broadband connections, this
is very evident when we take infrastructure resources and costs into the picture. Voice is
more personalized and till date there are more voice subscribers than social media or
broadband subscribers."
Anil Sabnis, Director-Business Development, Nuance Communications said, "The important
aspect of voice is that of the customer service value, the first BPO that came to India
was a voice-based center and if you consider the development of voice over the years,
there have been tremendous growth in voice-enabled services. One such development is if we
talk about IVR's, currently there is still a widespread use of DTMF but in North America,
there is the usage of speech-enabled IVR and this is the next frontier in customer service
as this is the more natural form of communication. Imagine just talking on the phone in
your natural language pattern and you get the information or service that you require. By
applying this, agent resources can be maximized."
Doug Vilim, VP-Sales, Sangoma Technologies said, "Whether you have a regular phone or
a smart phone that allows large data interchange, they are still phones at the end of the
day. Human interaction is critical and that is why we still classify BPO's as call
centers. The cost of voice is very low, yet its return on investment, its impact, is still
larger than what you would get from a data service. If you take an example of a mother
calling a hospital about her sick child at home, the same message cannot be communicated
through text, and that is why voice won't be replaced."
Sachin Bhatia, VP-New Business Development, Drishti-Soft said, "Voice is a growing
domain and as we can see it has a strong future, however, besides the constant growth of
this domain related technology, there is an emergence of Indian products in the market.
Grassroots innovations are bringing Indian businesses to the forefront of both domestic
and international markets, casing point would be PACE (ProActive Connect Enhancer) and
Agent Assisted IVR API from Drishti which transforms traditional processes to enhancing
business specific operations."
Aditya Narain Kakkar, CEO, Intensity Global Technologies said, "Technology in this
domain is crucial in redefining processes. New applications of tried and tested systems as
well as innovations in enhancing current operations based on business specific needs. This
discussion was particularly relevant for us. It served as a platform for everyone
concerned to get together and share their viewpoints on how enterprise products such as
servers, storage, and networking switches can be beneficial in reducing the TCO (Total
Cost of Ownership) for businesses providing long-term business benefits."
The event attended by like-minded people opened up interesting discussions on the
prevalence of voice as an important channel for customer interactions. Additional
exchanges on viewpoints highlighted how current and upcoming technologies transform
business processes and potentially deliver added business benefits.
About Drishti:
Drishti offers communications solutions that empower enterprises to dynamically manage
Business Processes, Interactions, Workforce and Service Levels on emerging Unified
Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and
Application Collaboration), SOA, and SaaS. Cutting-edge technologies from Drishti have
been designed to add value to the businesses and pave way for a structured growth.
Primary Media Contact: Kishore Daswani, pr@drishti-soft.com, 91-124-4771043
Photo:
http://www.newscom.com/cgi-bin/prnh/20120409/525164
Source: Drishti - Soft Solutions Pvt Ltd
PRN
Drishti-Soft Together With Esteemed Partners Organized an Evening Panel Discussion on Innovative Strategies in the Domain of Voice Technology
GURGAON, India, May 15, 2012/PRNewswire/ --
'NextGen Voice for your business' held in Gurgaon discussed advancements in voice
technology by respected panel members and professionals across industries
Drishti-Soft in conjunction with Hewlett-Packard, Intensity Global Technologies,
Nuance Communications, Sangoma Technologies and Voice & Data Magazine hosted a panel
discussion on next generation voice technologies for Customer Interaction Management (CIM)
[http://www.drishti-soft.com/solution.php ] on May 11, 2012 in Gurgaon.
(Logo:
http://www.newscom.com/cgi-bin/prnh/20120409/525164 )
The panel and participants comprised of businesses across various verticals from
communication, BFSI, trading and advisory, government, transportation, education,
entertainment, hospitality and travel, BPO and outsourcing, healthcare and lifesciences
whose focus are on customer facing processes. The discussion highlighted the relevancy of
Voice and ICT technologies in driving customer interactions.
Pravin Prashant, Editor, Voice & Data Magazine said, "In this era of 3G and 4G
technologies voice still contributes 75% of revenue. There is immense complexities in
handling customer interactions especially when talking about broadband connections, this
is very evident when we take infrastructure resources and costs into the picture. Voice is
more personalized and till date there are more voice subscribers than social media or
broadband subscribers."
Anil Sabnis, Director-Business Development, Nuance Communications said, "The important
aspect of voice is that of the customer service value, the first BPO that came to India
was a voice-based center and if you consider the development of voice over the years,
there have been tremendous growth in voice-enabled services. One such development is if we
talk about IVR's, currently there is still a widespread use of DTMF but in North America,
there is the usage of speech-enabled IVR and this is the next frontier in customer service
as this is the more natural form of communication. Imagine just talking on the phone in
your natural language pattern and you get the information or service that you require. By
applying this, agent resources can be maximized."
Doug Vilim, VP-Sales, Sangoma Technologies said, "Whether you have a regular phone or
a smart phone that allows large data interchange, they are still phones at the end of the
day. Human interaction is critical and that is why we still classify BPO's as call
centers. The cost of voice is very low, yet its return on investment, its impact, is still
larger than what you would get from a data service. If you take an example of a mother
calling a hospital about her sick child at home, the same message cannot be communicated
through text, and that is why voice won't be replaced."
Sachin Bhatia, VP-New Business Development, Drishti-Soft said, "Voice is a growing
domain and as we can see it has a strong future, however, besides the constant growth of
this domain related technology, there is an emergence of Indian products in the market.
Grassroots innovations are bringing Indian businesses to the forefront of both domestic
and international markets, casing point would be PACE (ProActive Connect Enhancer) and
Agent Assisted IVR API from Drishti which transforms traditional processes to enhancing
business specific operations."
Aditya Narain Kakkar, CEO, Intensity Global Technologies said, "Technology in this
domain is crucial in redefining processes. New applications of tried and tested systems as
well as innovations in enhancing current operations based on business specific needs. This
discussion was particularly relevant for us. It served as a platform for everyone
concerned to get together and share their viewpoints on how enterprise products such as
servers, storage, and networking switches can be beneficial in reducing the TCO (Total
Cost of Ownership) for businesses providing long-term business benefits."
The event attended by like-minded people opened up interesting discussions on the
prevalence of voice as an important channel for customer interactions. Additional
exchanges on viewpoints highlighted how current and upcoming technologies transform
business processes and potentially deliver added business benefits.
About Drishti:
Drishti offers communications solutions that empower enterprises to dynamically manage
Business Processes, Interactions, Workforce and Service Levels on emerging Unified
Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and
Application Collaboration), SOA, and SaaS. Cutting-edge technologies from Drishti have
been designed to add value to the businesses and pave way for a structured growth.
Primary Media Contact: Kishore Daswani, pr@drishti-soft.com, 91-124-4771043
Photo:
http://www.newscom.com/cgi-bin/prnh/20120409/525164
Source: Drishti - Soft Solutions Pvt Ltd
PRN