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Consumer Research Giants Ormax Achieve Automation With Ameyo
Consumer Research Giants Ormax Achieve Automation With Ameyo
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Monday, June 18, 2012:
Drishti's award-winning call center software, Ameyo, powers high-demanding international outbound research and analytics operations for a consumer knowledge firm in Delhi India. The firm Ormax started in 1985, as a specialist Qualitative Research company, the first of its kind in India. Today Ormax has evolved into a full Consumer Knowledge firm that operates worldwide. They provide a wide gamut of services ranging from data sampling to strategy formulation and planning.
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The technical team at Ormax was looking for a robust platform upon which they could build their infrastructure for an outbound research and analytics campaign. This requirement was primarily an automation service that had to be put in place. With strict evaluation criteria and competition from other leading vendors, Ameyo emerged as a solution of choice for the international research firm.
Talking about the solution, Khushroo Dumasia, Senior Manager - Research Operations, Ormax Media says - “We needed a technology that could increase our reach in terms of telemarketing and research sampling calls. We wanted to supersede the figures that we had previously attained. The Ameyo solution had customized CRM and reporting features which while automating the entire process, also made our campaign management easier. Consequently our customer connects increased from about 60 to more than 150 calls per agent.”
With Ameyo as their backbone technology, Ormax has implemented Voice logging and GUI capable quality monitoring for their business processes. The SOA and MDA based solution benefited the growing research company with IVR, ACD, CTI, real-time performance monitoring and reporting which enhanced their customer interactions. |
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