Ameyo powers critical international inbound processes for MindEye Inc BPO - - ContactCenterWorld.com Blog
Drishti-Soft Solutions becomes technology partners to MindEye Inc. The BPO was earlier operating on an open source product that was hardly reliable for their critical customer support processes. Ameyo IPCC gave them not just the reliability but a plethora of advanced capabilities that empowered MindEye to serve their customers better. In the process, Ameyo beat solutions from prime competitors for the flexibility and quality at a budget cost where most leading solutions fails especially for mid segment enterprises.
The USD 15 billion huge BPO industry in India is powered by technology solutions that can be widely segmented into two categories - the very low-priced but not enterprise-grade products and expensive solutions that provide capabilities but at a cost that is way beyond the budgets of a mid-segment enterprise. There is a grave need for quality solutions that provide powerful communication handling capabilities within a pocket-friendly cost. "Drishti positions its contact center solutions as cost-effective all-in-one suites giving you Telco-grade robustness. With advanced capabilities pre-integrated, Ameyo IPCC is a feature-rich solution that has become the most preferred technology for SMB Contact centers" says Girisha R, Sales Manager, Drishti-Soft.
The problems faced by MindEye are common to any contact center operating on open-source products. Their business was being affected due to increased downtime of the solution. Also, for generation of any specific business level reports, MindEye had to contact the support center of their solution provider which was a tedious and time consuming process. To answer this MindEye made a switch to Ameyo.
Elaborating on switching over to a better technology, Nassz Amjad, MD, MindEye says - "We planned to scale up our business processes as well as enhance our service delivery standards. The best possible solution we could think of to enable this was Avaya. But the cost factor and rigidity of the solution towards process changes were not favoring us. We evaluated Ameyo on the same platform and found it a perfect fit for our critical processes. The solution was a quality technology product packaged at a reasonable cost."
Ameyo became the ideal inbound solution for MindEye. The IVR and ACD modules provided for most appropriate customer query handling. Voice Logger and quality analysis tools helped in generation of over 200 customizable reports templates. Built-in multi-level redundancy in a single server eliminated business loss due to system failures. Flexibility of Ameyo at the development platform level aided day-to-day process changes as per business needs.
MindEye being a 24X7 international outsourced call center had to accommodate multiple shift support as well for the entire call center operations. Only a solution with high availability and a standard performance throughout could support the response time MindEye was targeting. Ameyo enabled a seamless customer support process with the stability MindEye was looking at.
MindEye Inc is a reputed BPO with a wide spectrum of call center services across various sectors including financial, healthcare, engineering, KPO and BPO. Leveraging cutting-edge technology, unmatched process and operating depth, superior talent and the offshore cost advantage, MindEye delivers superior business value to our clients.
About Drishti ( www.drishti-soft.com )
Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave the way for a structured growth.
Publish Date: June 21, 2010 11:48 AM