Lakshya - Call Centre Platform with In-house Compliant Payment IVR Date:   Friday , July 02, 2010 When the world’s largest cardiac hospitals based out of Bangalore, was planning to set up a call center, the key requirement was to integrate it with the existing PBX and intercom network. After considering several options, the hospital selected Lakshya Solutions’ CommTEL CTI platform to set up this call center, “Which incurred substantially lesser cost than anticipated,” as testified by CEO of the hospital major. Today, the hospital has been able to streamline phone interactions, maintain caller details and build up a database using this Lakshya’s platform. “We have been able to make our appointment scheduling functions faster and smoother for the caller as well as the hospital,” as mentioned by the CEO. CommTEL CTI, which is one of the several offerings of Lakshya, is a complete call centre CTI platform and software suite that is ideal for hosted as well as on-premise implementations for the SME/SMB segment of call centres and the same being available on a “pay per use” managed service model, is all the more appealing to prospective clients. Established in September, 2003 as an IT education and training company started with a couple of students which today has trained in excess of 45,000 students, the company was incorporated in October 2006 as a public limited entity with its registered office at Bhubaneswar and Technology Centre in Bangalore. Since then it has been working in the telecom & database domain and offering its solutions to a number of clients. Co-founded by a group of 1st generation entrepreneurs who have vast global experience in telecom, database and IT services. Sanjit Pradhan, CTO and Prabakaran T, CSQL Architect who also have US patents to their names in their respective fields of expertise. Susant Rout another co-founder has authored 4 titles on C Programming published through Mc-Graw Gill Education. With Priyabrata Kar as a dynamic and focused leader as the CEO / Chairman of the company, Lakshya has been able to achieve some remarkable milestones in the field of Telecom & database solutions as well as IT Training. The company is ably supported with a team consisting of co-founders Sudhir Panda, Suman Subudhi, Sanjay Rout and Arindam Chakravorty. Recently, the company introduced its latest addition to the IVR capabilities and product line called PayLink, which is a payment IVR implementation. According to the company, the key aspect of PayLink is that it is a pluggable payment IVR in the sense that it can integrate the system with any existing service IVR, call center or web portal. According to the company, the straight benefit for service providers using PayLink is that they no longer have to divert callers calling into their call centers to websites for online payment or ask them to pay through a couriered DD or cheque, both of these methods are not very friendly in terms of instant availability of services or purchases. Some of the other major clients using solutions delivered by Lakshya are global BPOs like Optimus Global, Nirvana, QBix, content aggregators for mVAS space like Symbiotic, operators like Reliance Communications use VXML based call flow & Service & reporting platforms, non-voice VAS platforms from Lakshya are being used by major operators in India. CSQL – India’s 1st Main Memory Database System is only the 3rd such product available globally and is benchmarked at 30 – 100 times faster than equivalent products. “Being a startup we have the advantage customizing our solutions and delivering it faster to our customers,” says Chakravorty. For the company, to achieve this customer satisfaction, their employee attitude remains a big strength. The co-founder maintains that each of the 25 members understand the startup scenario, has accepted the challenges and step in with their knowledge and enthusiasm for every company process. “Business development or product development, our employees are always enthusiastic. It’s basically our process of recruitment from our training centers that helped us to get a balanced employee base,” the Director asserts. So, today the company can see an aggressive travel to become the best preferred payment solution in the country, but he is satisfied that their one-product-focus strategy and their supportive working group will make the journey smoother.