Gurgaon : Drishti, a leading Contact Center Solutions provider, announced today that Telerain, an upcoming contact center in the Philippines, boosted their operational efficiency by using AMEYO. Telerain had challenges with multi-site operation and required a solution that centralized control for effective operation. The AMEYO solution provided the requisite architecture to consolidate all operations and improved overall productivity.

Telerain needed the solution to improve their quality monitoring as well. Their open source solution was not flexible in addressing their specific business requirements. AMEYO helped generate accurate and customizable reports, implemented an efficient multi-site architecture, and centralized control.

Sameer Bhagat, Director of Technology, Telerain said, “Telerain has clients all over the world and increasing our efficiency would help us service customers better. We chose AMEYO over the limitations of the open source solution as AMEYO is reliable, flexible, and robust. The accurate reports helped us monitor agent productivity and tracked business goals and key metrics.”

Telerain implemented the AMEYO inbound Solution Suite with features like IVR, ACD, Voice Logger, and a reporting designing tool. The solution provided Telerain with intelligent call routing, conversation recordings for agent monitoring, and customized reports for quality analysis. AMEYO also integrated voice mail and provided customizable columns in CRM. The solution acted as the central setup to manage multi-site operations. In addition, the improved efficiency led to lower TCO (total cost of ownership) for Telerain.

AMEYO is the flagship solution from Drishti for complete CIM (Customer Interaction Management). It has been designed to add value to the businesses and pave way for a structured growth. AMEYO customers enjoy significant increase in efficiency levels, reduction in operational costs, flexibility, consistent user experience, and a demonstrable ROI.

Source :  Stacy Ommen