News : ALJ Electronics deploy IP-based Ameyo Solution
Gurgaon, April 17, 2014 -- Requiring a robust technology to manage its inbound customer service interactions, Abdul Latif Jameel (ALJ) Electronics deploys IP-based All-in-One Contact Center Suite, Ameyo as the backbone solution to manage inbound interactions.
With careful evaluation of business requirements and solution capabilities, ALJ Electronics opted for the Ameyo solution. The solution from Drishti-Soft delivered inbound capabilities with a customized IVR for both English and Arabic language, as well as the ability to make outbound calls when necessary to reach out to customers.
Speaking more on the subject Mr. Naeem Khan , General Manager-IT from ALJ Electronics said "The game is changing when it comes to Consumer Electronics, a lot of customers are looking for high quality of service. In light of this, we were looking for the right technology to support our customer service process; it had to be flexible to meet the needs of our business and ensure that we are able to consistently perform at the highest level."
Furthermore, ALJ Electronics was benefited by the integration between Ameyo and their backend CRM as well as advanced analytics and reporting capabilities. This allowed their management to keep track of performance metrics and make adjustments when necessary, thereby resulting in an improved overall customer experience.
Posted by Veronica Silva Cusi, news correspondent
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About Abdul Latif Jameel Co. Ltd.:
Lead and manage the call center function CSI. It is a credible Customer Satisfaction measurement approach to monitor various customer lifecycle touch points starting from sales and up to servicing the vehicle. The CSI is being used in top management live dashboards on daily basis and in terms of accountability these scores are fixed into employees’ incentive. Such role involves the development and deployment of new products, processes, standards and SOPs to support the implementation of ALJ business strategies and achieve the desired results.
Published: Friday, April 18, 2014