Gurgaon :  Drishti, a leading Contact Center Solutions provider, announced that KEYSQUARE Inc. deployed the AMEYO Contact Center Communication Suite. KEYSQUARE is among the pioneers in the Business Process Outsourcing industry in the Philippines, delivering consumer and telecommunication products and services to customers. They specialize in enabling companies to establish an international presence. KEYSQUARE has deployed the reliable, IP-based AMEYO solution to maintain the quality and productivity levels of their international clients.

Speaking on the topic, Mr. Alvin Go, General Manager of KEYSQUARE said, “The main challenge of KEYSQUARE was to maintain our strict standards of quality and productivity. We are very particular about the customer experience delivered because we work mostly with international clients. AMEYO increased our process efficiency instantly. The solution ensured that agents are available all the time and calls are assigned on the basis of their skills. We were happy when this resulted in high quality of customer interactions.”

Based on their specific needs, KEYSQUARE deployed many features of the AMEYO solution. The IVR feature configured the call flow and easy-to-use GUI interface made for easy navigation. The outbound Dialer increased the number of their outbound campaigns and made new offers and information available to customers quickly. AMEYO also enabled call filtering and lead management.

Voice logs helped agents improve the quality of conversation. Supervisors could easily review these because they are recorded in multiple formats. ACD (automatic call distributor) intelligently routed calls to the available agents eliminating the need to manually answer calls.

All these features ensured each customer call was treated uniquely and given great attention. The performance of agents also improved once they had all these tools available to them. The improvement in agents’ performance and their quality of interaction with customers has helped KEYSQUARE boost their productivity and increase the number of satisfied customers.

Source : Stacy Ommen