Case Study

Leading Education Technology Company

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    Use Case

    Inbound-Outbound

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    Region

    India
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    Industry

    Education

    Leading Education Technology Company

    The Company is one of the largest Education Technology (Learning) companies in India. It came up with a unique idea that helped students learn faster with skill-based online classes with subject matter experts.

    Challenges

    • Scalability and Network Breakdown Issues with their previous cloud setup
    • High Rate of Call drops
    • Poor Call Tracking

    Solutions

    • Higher CSAT Rate
    • Reduced TAT for customer queries
    • Seamless Customer Journey
    • Better hold and visibility of customer information

    Ameyo's Solution

    • Ameyo Voice with customized IVR where customer call on the published DID and can get routed to their preferred agents based on their DTMF selection.
    • Single-Sign-On with LeadSquared with its knowledge base getting populated in Ameyo’s frames.
    • Voice Log Archiver to store call recordings and help supervisors to keep a track of agent responses.
    • Business-specific comprehensive reports related to process performance, campaign productivity, call details, call history, and particular user session.
    • In order to ensure that the company achieves enhanced CSAT Rate & improves overall productivity, Ameyo offered the following solutions.