Drishti’s IP-based contact center suite Ameyo IPCC becomes the technology support for multiple customer interaction centers of Quick Heal Technologies.
Gurgaon, India, August 20, 2010 -- Quick Heal Technologies leverages Drishti's multi-award winning contact center solution - Ameyo IPCC to set up specialized customer interaction units across multiple locations in India. With Ameyo, the internet security products company planned to unify technical support, product-related query handling, purchase information delivery and license renewal queries into one automated system.
Talking about the efficiency added by Ameyo, Kailash Katkar, MD, Quick Heal says - "Being a leader is antivirus segment, Quick Heal has always focused on customer satisfaction with strong support. Drishti Soft has helped us to build stronger customer relationships due to faster & more efficient query handling at our automated customer care & support unit."
For a complete customer interaction center, the processes could vary from basic customer handling to advanced technical support. And similarly the required agent skill-set would also vary. Ameyo enabled prompt attending of customer calls with its IVRS module that combined self-service and live agents. The solution's strong ACD empowered Quick Heal customer care center to achieve skill-based routing to make sure that the customer talks to the right agent who is best skilled to answer customer queries.
With Voice logging and quality monitoring tools of Ameyo, Quick Heal could analyze and hence enhance the overall customer experience. IP-base of the solution also added to its technological advantage since an IP-solution is extremely easy-to-manage even in a multiple location environment.
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