Referring to this, Breznitar Bhesania, Head of Customer Service says: “As we deal in security solution provisioning, handling calls for technical support from our customers, hold a crucial part of our business process. So, we had no room for downtime or low productivity in servicing our valued customers. We needed an unblemished IVR system to answer the queries of our customers. Where, we could provide most of the information on the IVR itself, minimising the requirement of an agent, something which our previous solution was incapable of performing. The poor clarity of system had led to numerous missed calls, hampering our market image of quality customer service. Addressing to this, Ameyo best suited our requirement, providing IVR with multi-media capability including SMS and Email. It enhanced the quality of customer interaction and allowed us to provide quality support to our customers.”
Maintaining the service level is important for any business, be it after sales service, or providing prior information to the prospective customers. To achieve this objective Zicom relied on Drishti’s Ameyo as their business solution. Ameyo automated the call handling process resulting in an uninterrupted service. It also allowed after office configuration for better support system. Additionally, Ameyo Wallboard helped in managing the reporting and control system, as it provided real-time performance statistics and allowed management to take steps and improve the quality of service delivered.
Drishti’s all in one solution, Ameyo with IVR, ACD, CTI, Reporting and Voicelogging provided Zicom with high uptime in business process and enhanced agent productivity allowing for improved customer experience. |
