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Riding the Wave of E-Commerce


Vipin Jethi - Vice Presedent-MENA, Europe and Head Global alliances
Vipin Jethi – Vice Presedent-MENA, Europe and Head Global alliances

Online shopping has provided a new avenue for consumers to purchase goods or services. The ease of shopping online together with the lure of value derived from such portals involve the enhancement of the overall experience. This has taken the world by storm and the same is the case in the Middle East.

It is anticipated that online sales would double by 2016, this is mainly due to the provision of added value services that makes customers happy in their overall shopping experience. This can range from discounted prices, customer retention promotions or even a more personalized experience. Together with more secure online transactions through payment gateways, the growth in ECommerce will continue to come.

The success of ECommerce rely on 3 pillars that have contributed to its growth:

  • Products
  • Offers
  • Customer Experience

In this pyramid, we can imagine the bottom 2 legs as Products and Offers with the peak of the pyramid being Customer Experience. While various products and their corresponding Offers entices prospective customers to visit the particular ECommerce portal, however it is the ultimately the Customer Experience is what drives repeat business.

The advent of ECommerce, brings forward a diverse set of requirements where a technological solution should be capable of addressing. The right Customer Interaction Management (CIM) technology would be able to deliver:

  • Payment Gateway
  • Order Management
  • Data or transaction management
  • Communication services
  • Reporting

The ideal solution provides seamless integration within these applications. A solution should be able to map the business process, be able to adapt to changing business needs, have short deployment cycle, and should deliver the highest value to any business.

AMEYO from Drishti Soft Solutions offers a comprehensive list of functionality from Inbound (ACD, IVR), Outbound (Predictive Dialer, Voice Broadcast), Analytics and Reports, Blended Campaigns, Advanced Ticketing System, Multi-media Communication (including Chat and Social Media) to cater to every need of ECommerce businesses.

Additional capabilities include:

  • Parallel Predictive Dialing
  • ProActive Connect Enhancer
  • Personal Agent Routing
  • Virtual Queue Pass
  • Stats Manager Wallboard
  • Social Interaction Manager
  • Customizable Reports

About Drishti

Drishti offers communications solutions that empower enterprises and contact centers 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 (Service Oriented Architecture), and SaaS (Software as a Service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth.

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