CIO Review >> Magazine >> March - 2016 issue
Parahit Technologies: Transfiguring Telecom solutions by Simplified Technology
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Streamlining Telecom Products for Easy Utilization
The company also offers a preview dialer in which its filters can operate on any field of customer data, disposition, time of call etc. Thereby, agent can review all customer information along with history of disposition, voice recording of the customer along with history of all fields edited in the past. In addition, it connects customer’s captive applications through APIs, pull or push on FTP (File Transfer Protocol) for achieving fully automatic system. Galaxy range of products offers both on-premise and cloud based Out-dial and In-dial IVR systems. The Out-dial IVRs offer voice prompts for promotional campaigns while connecting telemarketing agents in real time. The clients can use In-Dial IVRs for branch locators, inquiry systems, grievances and feedbacks. While taking Automatic Call Distribution into account, Galaxy helps its clients in routing several incoming phone calls. The company can route calls based on DNIS (Dialed Number Identification Service) information, skill, call location, overflow and priority desks.
Galaxy approaches Computer Telephony Integration (CTI) by analytically considering a client's overall contact center requirements rather than simply focusing on a segment of the call flow. CTI not only shares the call information but one can integrate the customer-ID, agent information, voice recording. For an outbound or inbound call, Galaxy’s 14 APIs let the customer run all telephony functions on its own CRM application at the functional level while getting all MIS and reports. For managing telephone messages for a large group of people, Galaxy system is capable of receiving voicemail on phone-set, web interface as well as email. In addition, the company can integrate traditional PBX systems to achieve voicemail service.
When it comes to its predictive dialling, the product operates on two distinct fundamentals. It sets up the dialing pace based on connectivity ratio, detecting non human connects and automatically dispose them. Additionally, it corrects the pacing automatically to avoid customer connect hang-ups. The product enables its client to configure data auto-reload for not connected calls in a cyclic mode based on dialer disposition.
“India being a cost sensitive market, the enterprises and BPOs here have become choosy for quality products along with aggressive technical support. We have experienced that even government departments and agencies have rolled out many call centers for citizens. We see that within next three to four years we will reach 100,000 users mark,” says Hemanth.
Since its inception, team of Parahit Technologies has been keen to simplifying the technology for innovative solutions with easy utilization. The company reinforces call centers to adopt Indian home grown products which have global standards and are trustworthy for any scale and size of operations. With on-premise solution expertise and cutting edge cloud telephony for small call centres, ecommerce and start-ups, the company aims to be in top three position in offering home grown call centre products. Presently, it succours North Indian BPOs and Enterprises while envisaging to spread its solutions across India within fiscal year 2016-2017.