Drishti enables phone-based ticket booking for India's largest booking portal

[vijaysharma]

Drishti-Soft Solutions, a leading provider of Communications Solutions, powers BigTree to implement phone-based ticket booking throughout the country.

BigTree aims at providing advanced voice based customer interaction service through its portal bookmyshow. The Company is involved in software sales and support, ticketing services, box office tracking and analysis. It was imperative for BigTree to lower their transaction costs, operational costs and human dependency to pass on the benefits to consumers. Bigtree were looking to consolidate on their existing customer base and win more customers through automated, customer-centric services. They wanted a solution that could facilitate call identification, and also play area-wise movie updates and special offers through IVR. As the IVR keeps changing every week with release of new movies, a solution was needed that could change the IVR without having the need to change the IVR code.

BigTree wanted that the solution should smoothly integrate with their in-house enterprise applications & Database (used for updating show timings), and Payment Gateway wherein they can add the option of Credit Card booking directly on the IVR without transferring the call to agents. Also, the system was expected to generate and send transaction ID to the customer through SMS.

“Drishti’s advanced technology platform, DACX Ameyo, proved to be just the right solution that could understand our workflow, and address the core issues in order to achieve process automation while lowering operational and transaction costs. We look forward to Drishti’s support in future too” says Mr. Parik**** Dar, Director, Technology, Bigtree.

Bigtree chose Drishti’s DACX Ameyo on account of its comprehensive feature set, high responsiveness, and high level of expertise shown by the Drishti team. Drishti implemented data driven IVR with DACX Ameyo which facilitated the BookMyShow team to change the IVR every week without the need to change the IVR code. Ameyo integrated smoothly with their IT infrastructure.

Bigtree achieved higher operational efficiency even after reducing the number of their agents to 40%. Moreover, DACX Ameyo proved to be an affordable choice, doing away with the need to procure expensive hardware for different requirements, while maximizing agent performance and process efficiencies.

Says Mr. Sachin Bhatia, VP, Business Development, Drishti Soft “In order to handle varying call traffic in an optimized and cost effective manner, customer facing organizations would eventually have to shift towards the Self-Service platform. By implementing the Self Service function in their Interactive voice based (IVR) ticket booking system, Bigtree has shown others what Self Service technology is capable of doing with respect to enhancing customer experience and profitability”

About Drishti

Drishti provides Contact Center Software & Enterprise Communications Solutions. The Company creates innovative Communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Drishti's customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.

Drishti's innovative solutions are running successfully at hundreds of client locations across the globe. The Company has been awarded the BPONews Best Contact Center Solution 2007, IP Contact Center Technology Awards 2008, Member's Choice Award 2008, and the NASSCOM Innovation Awards 2008. Drishti is also among the Deloitte Fast 500 Company in APAC, and Red Herring finalists.