Ameyo Improves Agent Productivity of Acer Australia for Inbound Support Process
Poster: SySAdmin
Posted on April 17, 2012 at 1:35:01 AM
Ameyo Improves Agent Productivity of Acer Australia for Inbound Support Process
Acer Australia Deploys Ameyo to Effectively Address Customer and Channel Partner Queries
GURGAON, India, April 17, 2012/PRNewswire/ --
Acer Australia, a globally renowned provider of consumer electronics chooses Ameyo
[http://www.drishti-soft.com/product.php ] to empower its inbound process
[http://www.drishti-soft.com/ivr.php ]. 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 [http://www.drishti-soft.com/contactus.php ]:
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
Photo:
http://www.newscom.com/cgi-bin/prnh/20120409/525164
Source: Drishti - Soft Solutions Pvt Ltd
PRN
Acer Australia Deploys Ameyo to Effectively Address Customer and Channel Partner Queries
GURGAON, India, April 17, 2012/PRNewswire/ --
Acer Australia, a globally renowned provider of consumer electronics chooses Ameyo
[http://www.drishti-soft.com/product.php ] to empower its inbound process
[http://www.drishti-soft.com/ivr.php ]. 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 [http://www.drishti-soft.com/contactus.php ]:
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
Photo:
http://www.newscom.com/cgi-bin/prnh/20120409/525164
Source: Drishti - Soft Solutions Pvt Ltd
PRN