Drishti's IP-based contact center suite - Ameyo IPCC enables advanced interaction management for one of the leading BPO's in Malaysia - Symphony. The outsourced call center had major business scaling plans in mind and was looking for a solution that would provide complete automation and integration between their telephony and applications infrastructure. Ameyo helped them upgrade from a tedious manual dialing process to a more sophisticated predictive dialing that helped them achieve efficiency in the sales process.
Talking about the requirements, Sachin Bhatia, VP Business Development, Drishti says - "Symphony BPO was looking at automating the sales process and extending the contacts per day beyond the prevailing industry standards. They also desired supervising the agent activity and productive hours for better operations management. The call wrap up time for each outbound call varied tremendously and there was no accounting of the expected performance of each resource. The solution also had to integrate with existing Sales applications and make sure that Data Security and Integrity is maintained. As Drishti and Microtel Technology (VAR of Drishti-Soft) got into the details of the client requirement, we could chalk out a custom packaging of Ameyo that would answer the pain points of Symphony’s business processes."
Ameyo's award winning Dialer module helped Symphony implement a structured outbound strategy with flexibility to implement predictive, progressive, preview or rule-based dialing. This added efficiency in their outbound campaigns. There was a significant increase in connect rates and hence an increase in sales by up to 50%. Ameyo's easy-to-use interfaces added efficiency to the agent's call handling capabilities. With this, Symphony was able to manage and fulfill the performance metrics intended.
The GUI-based supervision interface of the solution provided for a bird's eye view of telephony, agent, dialer and lead performance. The supervisor could control call wrap-up time for the agents and mark individual agent performance against the overall campaign performance. This helped Symphony in optimal utilization of the agent’s time. Also, the in-built voice logger provided for compliance to various international dialing regulations. Integrating with the existing CRM application, Ameyo became a bridge to overcome the gap between telephony and application.
A technology upgrade has always helped the contact center to optimize their resources and add efficiency to overall functioning. However, this can be quite costly and shake the budgets of the entire BPO unit. Also shifting over to a new technology where the underlying infrastructure and the users are accustomed to the existing solution becomes a major hindrance. To answer such doubts, Ameyo presents an all-in-one communication suite that is not just cost-effective in terms of pricing but also saves additional infrastructure costs as it can reuse the existing one. As the contact center makes a switch of technology to Ameyo, they need not worry about transition since the solution delivers from day one. The user-friendly graphical interfaces make it extremely easy for users to migrate to Ameyo thus adding to the overall advantage.
About Symphony BPO
The Symphony Group is one of Asia's leading business process outsourcing (BPO) outfit and the partner of choice for more than 3,000 clients – from private and public-listed companies to Fortune 500, Global 500 and large conglomerates across the Asia Pacific region. Being one of the top 100 Global off shoring company, Symphony operates out of several locations in Malaysia and Osaka, Japan delivering contact management, human resource, financial, corporate secretarial, share issuance and registration and cheque processing solutions.
About Microtel Technology
Founded in 2000, Microtel Technology has been developing and providing innovative communication products for professional industries. Offering simple, innovative and affordable communication solutions their product range comprises of professional headsets and interfaces for call centers and office, professional telephony and professional wireless communications. Among the solutions offered are Voice Recording & Monitoring Solution Call Script Builder, all-in-one communication suites, unified communication and call billing applications.
About Drishti( www.drishti-soft.com )
Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.
Publish Date: October 26, 2010 9:21 AM