Gurgaon : Ameyo – award-winning contact center software from Drishti is the technology powering customer support desk of Dhiraagu. The Maldivian telecommunications company chose Drishti’s communication suite for implementing an advanced customer care solution to ensure personalized service to their subscriber base. Migrating from conventional boxed solution to a state-of-the-art call center technology Dhiraagu could very effectively manage their customer experience with Ameyo.

The technology infrastructure at the Telco’s customer helpdesk had legacy systems running. There were issues in defining the customer experience and implementing innovative strategies to improve the services. The existing solutions did not provide next-gen capabilities to map the requirements of today’s frequently migrating Telco-subscriber. With a vision of capturing and ensuring a market leadership, Dhiraagu was keen on migrating to a new-age technology that could give them more control and flexibility when it comes to managing customer experience.

After evaluating leading call center solutions, the Telco chose Drishti’s Ameyo to implement a complete customer support solution. The professional services team gathered a detailed requirement map and delivered a solution that had advanced contact center features necessary to cater to the demanding subscriber base of a Telco. Commenting on the experience, Mohamed Azleem, Asstant Manager Customer Services, Dhiraagu says -“We are satisfied with the support from Drishti technical team. The IVR development team is very cooperative and helpful throughout operation. The IVR implementation has radically improved the call centre service levels and has been a significant boost to our Quality Customer Service.”

With the all-new customer support powered by Ameyo, Dhiraagu’s subscribers could connect to the customer care faster and in a more structured manner. They could connect to the agents in a language of their choice, connect directly to the agent they wished to talk to and also opt for a call back if there were extended wait times. With a tight integration between the call center solution and the billing applications, the subscribers could easily fetch their billing details over the IVR itself. The Telco achieved a more satisfied customer base and a more managed service delivery process.