GURGAON, India, April 17, 2012 /PRNewswire/ --
Acer Australia, a globally
renowned provider of consumer electronics chooses Ameyo to
empower its inbound process. The former required a solution to
efficiently handle all interactions from customers and its
wide-spread channel partner network through providing the right
information to its agents in a unified screen for fast query
resolution.
(Logo: http://www.newscom.com/cgi-bin/prnh/20120409/525164
)
Speaking about the solution, Mr. Dan
Balachandra, Head of IT, Acer Australia says, "We were
looking for a solution that could integrate with our backend system
to provide appropriate information to agents, thus maximising their
productivity, something which our previous solution was not
forthcoming with. Providing our customers and channel
partners fast and quality support can be a daunting task if our
agents have to access disparate applications at the same time and,
towards this, Dristhi provided us with a comprehensive technology
that integrated seamlessly with the ticketing system of the
back-end CRM, and displaying a unified interface to our agents.
Furthermore, the implementation of Ameyo's statistics wallboard
allowed for real-time monitoring of key performance indicators.
These solutions together with the project management expertise of
the Dristhi team enabled an effective transitioning of the
system."
Agent productivity was a crucial requirement for the consumer
electronics giant. Their process worked on addressing queries in
multiple regions as well as with customers and channel partners.
Different segments have different requirements for support
activities and this extended to prioritising customer types for
fast query resolution. Ameyo was implemented over the previous
solution for its capability in addressing the specific business
requirements of Acer Australia which included unification of
disparate systems, IVR, CTI, ACD, Reporting and Voicelogging among
others. The solution provided the company with enhanced agent
productivity, real-time monitoring of performance levels and
allowed management to make changes when required.
Sachin Bhatia, VP-Business
Development, Drishti-Soft further adds, "Enterprises require
flexible solutions that are adaptable to their line of business.
Ameyo, based on Service Oriented Architecture (SOA) provides
business value-add for competitive differentiation. This allows
enterprises to enhance processes and focus on core functions."
About Acer:
Acer, headquartered in Taiwan
utilises a multi-brand approach to provide unique characteristics
to cater to different needs in the PC market which has spanned
across the globe including Australia. This is reinforced with a
sustainable and profitable channel partner network model, resulting
in widespread global distribution, bringing people and technology
closer. The company provides unique value-addition to its products,
specifically establishing a green supply chain in collaboration
with its suppliers.
About Drishti:
Drishti offers communications solutions that empower enterprises to
dynamically manage business processes, interactions, workforce and
service levels on emerging unified communications (IP telephony,
unified messaging, conferencing, presence management, and
application collaboration), SOA, and SaaS. Cutting-edge
technologies from Drishti have been designed to add value to the
businesses and pave way for a structured growth.
Primary Media Contact : Kishore Daswani, pr@drishti-soft.com,
91-124-4771043