As, the Contact Center industry exhibits a move towards SaaS (Software as a Service) model, Drishti gears up its product portfolio with stronger contact center solutions that provide the same robustness over the cloud as in a capex model. In a SaaS solution, the IT infrastructure resides in the cloud and communication applications are deployed as service over the network.  Drishti’s Ameyo on Cloud series provides comprehensive hosted solutions to Call Centers, in the most cost-effective a-la-carte and pay-as-you-go manner.

Why Hosted?
The tradition Capex model of contact center technology was a premise-based solution that demanded heavy capital expenditure on hardware components. This formed an expensive proposition for the startup call centers. This also burdened the deploying enterprise with increased pressure of IT management and maintenance. Redundant infrastructure exposed to multiple failure points.  Moreover, a premise-based model limits the agent sourcing options for an enterprise since the services are inconsistent or disrupted across disparate sites and media channels.

Drishti’s Product Offering
Drishti-Soft - one of the pioneers in IP-telephony; presents their on-demand hosted contact center solution Ameyo on Cloud. This not just eliminates the capital spend but also liberates IT from redundant systems, maintenance and upgrades. On cloud services add sourcing options where the enterprise can deploy both multi-site environments as well as home agents. Ameyo on Cloud platform provides consistent services across all sites and media channels. It provides persistent and reliable connectivity even over a public network. The system access is web-based that supports a distributed agent network typical of an over the cloud solution. The GUI screens of Ameyo on Cloud inculcate ease-of-use at both operations as well as IT level.
Built on robust and proven platform the Hosted service delivers an extensive range of fully managed services including:

• Unified IP agents
• Multi-channel call handling
• Intelligent routing
• Interactive Voice Response
• Call recording and quality monitoring
• Customizable reporting
• Access to latest contact centre technology
• Easy integration with third-party applications like CRM etc

The technology behind Ameyo On Cloud
The hosted contact center solutions from Drishti leverage the reliable, scalable, fault tolerant Ameyo development platform. At the heart of the architecture is the patent-pending DACX Component Service Framework. It defines a method for building distributed systems and applications in the communication application domain. It is extended from the Service Oriented Architecture (SOA) to provide ideal environment to execute scaled applications. This helps not only in scaling up easily, but in also ensuring high availability, extensibility and flexibility.