Driansh Contact Center Solution
Driansh Contact Center platform empowers businesses to deliver seamless, personalized, and efficient customer interactions across voice, email, chat, and social media. With built-in automation, AI-powered insights, and CRM integration, it enables smarter communication, higher agent productivity, and superior customer satisfaction.
- Unified communication across multiple digital channels
- Real-time analytics and performance dashboards
- Smart automation for faster response and resolution
Dashboard Overview
The Dashboard offers a quick view of your operational setup, displaying counts for active Campaigns and core Processes. It tracks team resources, showing the number of available Agents and Supervisors. Functionally, the Call Summary monitors performance, detailing Inbound and Outbound volumes. This allows administrators to immediately assess call efficiency using Connected and Not Connected metrics.
Monitor
Real-time monitoring dashboard that displays live Agent Status, Call Activity, and Queue Performance. Admins can track ongoing calls, idle time, duration, and workflow direction. It provides instant visibility into alerts and operational bottlenecks to ensure smooth contact center performance.
Tenant
Tenant administration lets Super Admins manage organization-level Business Groups. It supports adding new tenants, configuring their users, assigning permissions, activating or deactivating groups, and mapping SSO profiles. This ensures structured management of multiple customers under one platform.
Management
This module handles end-to-end configuration of outbound and inbound campaigns. Admins can assign supervisors, set dialer rules, configure DNC & DID mappings, manage lists, and enable auto-disposition. It centralizes everything needed to run large-scale call campaigns efficiently.
Reports
The Reporting module provides detailed analytics for calls, agents, and campaigns. It includes performance dashboards, call summaries, agent productivity logs, and hourly traffic reports. Admins can export reports, monitor KPIs, and make data-driven decisions based on real-time and historical insights.
What are the Benefits?
Our Contact Center platform delivers enterprise-grade security with multi-tenant architecture, intelligent automation that reduces manual work, and comprehensive workforce management across 7 process types. It provides advanced lead management with flexible ingestion, compliance governance, and real-time analytics with live monitoring and dashboards for data-driven decision-making.
Enterprise-Grade Security & Multi-Tenancy
Multi-tenant architecture with SSO and dual authentication (password & SSO-based login) ensures secure, isolated environments for each organization with dynamic, role-based permission management.
Intelligent Call Management & Automation
Advanced disposition management, auto-disposition on timeouts, and dynamic auto re-attempt configuration based on telecom outcomes and agent dispositions reduce manual workload and improve efficiency.
Comprehensive Workforce Management
Sophisticated agent lifecycle management with supervisor and team lead oversight, aux code management for breaks, business hours management, and real-time team monitoring ensure optimal resource utilization.
Multi-Channel Campaign Operations
Support for 7 distinct process types—predictive, progressive, preview, manual outbound, inbound, IVR/Voice Blast, and voicebot—with flexible campaign and process management for diverse business needs.
Advanced Lead & List Management
Flexible lead ingestion (Blob, SFTP, manual), comprehensive lead state controls (reset, flush, pause, resume), intelligent ordering, and governance rules (DND, daily attempt limits) ensure compliant, efficient campaigns.
Real-Time Intelligence & Analytics
Live call monitoring, comprehensive agent analytics, multi-view reporting (call details, recordings, productivity, audit logs), and real-time dashboard visibility enable data-driven decision-making.
What are the Key Features ?
It offers a complete omnichannel contact center suite with calling, IVR, ACD, queue management, advanced dialers, reporting, and agent tools. It supports multi-tenant deployment, multi-lingual operations, CRM integrations, add-on modules, and real-time monitoring for efficient and scalable customer engagement.
Multi-Tenant System with SSO
Enterprise-grade multi-tenant architecture supporting both SSO and traditional username/password authentication, ensuring secure and flexible user access across organizational boundaries.
Dynamic User Management
Comprehensive role-based access control with 7 user roles (Agent, Supervisor, QA, Team Lead, Admin, Super Admin) and dynamic permission modules assignable directly from the UI.
SIP Trunk Management
Advanced SIP trunk configuration with prefix management, channel control, and seamless integration capabilities for flexible telecommunications infrastructure.
Aux Code Management
Streamlined aux code system for agent breaks including tea, lunch, training, and custom break types with precise time tracking and reporting.
Multi-Level Call Disposition
Sophisticated disposition management supporting multiple hierarchy levels, custom disposition codes, and flexible disposition tracking for comprehensive call outcome analysis.
Dynamic Caller ID Management
Intelligent outbound caller ID management with randomization capabilities, prefix controls, and compliance-driven options for professional outbound calling.
Auto-Disposition System
Automated disposition assignment when agents fail to manually dispose calls within timeout periods, ensuring no call goes unprocessed and improving data integrity.
Intelligent Re-Attempt Engine
Dynamic auto re-attempt configuration based on telecom outcomes or agent dispositions with customizable time slots and multiple retry strategies for improved contact rates.
Governance Module
Comprehensive compliance and governance controls including DND (Do Not Disturb) management, daily attempt limits, and regulatory compliance enforcement.
What is CRM?
CRM (Customer Relationship Management) is a software system that helps businesses manage customer interactions, leads, sales pipelines, support conversations, and customer data all in one place.
Microsoft Teams Integration
Seamless integration with Microsoft Teams enables users to initiate calls, share data, and collaborate directly within Teams. Enhances productivity with unified communication, call logs, and synchronized customer interactions.
LeadSquared Integration
Native LeadSquared integration that syncs contacts, captures lead activities, logs call recordings, and automates follow-ups. Boosts sales efficiency with real-time telephony updates inside LeadSquared CRM.
Zoho CRM Integration
Seamless Zoho CRM integration enabling automatic call logs, contact sync, and real-time telephony updates to improve customer tracking, lead management, and workflow efficiency.