iMarque Solutions is operative in the BPO sector since 2004 and is serving a number of renowned NBFCs and Banks across the world. The company is chosen by brands for its unremitting support and customized solutions designed as per the business requirements. With its parent company located in Kuwait, iMarque Solutions provides tech-driven outsourcing services to B2B as well as B2C businesses worldwide. The consistent 24/7 support makes iMarque Solutions a reliable one-stop solution for those looking out for differentiated services.
Challenges
Manual Operational Overheads
Poor Connect Rate
No Insights on VPN-Based Calling
Remote Agent Monitoring
Team Collaboration in Remote Environment
Solutions
Ameyo Voice with Automatic Dialing Capabilities
Remote Contact Center Solution- Mobile Agent App
Remote Performance Tracking Capabilities
Comprehensive Live Monitoring Dashboard with Enhanced Parameters (AIM)
How Ameyo Assisted iMarque Solutions
Aligned with iMarque’s requirements, Ameyo offered an all-in-one solution responsive to their needs. Ameyo’s Mobile Agent App allowed their agents to work from anywhere while offering comprehensive contact center solution capabilities in just a few clicks. Since all agents didn’t have laptops and high-speed internet connection, they could easily use Mobile Agent App to perform all their call center activities with capabilities like presence management, team collaboration, and floating widgets. Further, it enabled supervisors and call center managers to keep an unremitting track of agents’ activity logs with extended monitoring parameters and key metrics. The AIM dashboard empowered the managers to look into every tiny aspect of the operations while providing deeper insights about call connect rates, agents’ idle time, call failure factors, and more. It also enabled them to compare the overall operational productivity of the WFH environment as that of WFO.
Ameyo’s Mobile Agent App proved out to be just the right fit for iMarque Solutions with a smooth, quick, and on-time implementation.
Transact Global is an ITES company that provides Call Center & BPO solutions to companies in the domestic space. Transact designs and delivers a complete range of call center services spanning call center, inbound, outbound, telemarketing operations, data verification, and data mining.
Challenges
High Operational Cost
Needed a reliable and customizable solution
Low customer retention
System error hampered the business growth
Solutions
Connect rates improved by 95%
Operational Efficiency improved by 85%
Significant Improvement in Customer Retention by over 85%
Guaranteed uptime of 99%
Ameyo helped Transact Global
Ameyo enabled Transact to offer a scalable and extensible platform to its clients allowing them to adapt to changing business demands and requirements. It allowed Transact to customize their platform to suit the varying needs of the business verticals without disturbing the process flow.
With top-of-the-line and modular features like Predictive Dialer, Voice Logger, Automatic Call Distributor (ACD), Interactive Voice Response (IVR), Reporting and Analytics tool, etc Ameyo was able to provide an intelligent solution Transact was in the quest for.
iVenturesPH Inc. required a solution they could host at their data center in the US in order to provide services to multiple call centers located in different parts of the Philippines. Drishti implemented their all-in-one Ameyo communications suite at the client’s data center and helped the client provide reliable and customizable services to its customers.
Challenges
Required a centrally managed system
Needed a future-ready solution and a reliable technology partner
The solution should support multi-tenancy and eliminate IT hassles
Features like call blending and skills-based routing required
Solutions
Complete control over IT-related issues
Managed call flows
Manage multiple call centers through a single IT set up
ACD queues managed
How Ameyo Assisted iVenturePH Inc.
The client, after evaluating various solutions, chose Drishti’s all-in-one communications suite Ameyo. Ameyo ensured that every call center in the Philippines connected to the NOC in the US worked as an independent unit. This again was a challenge as the call flows and processes of every call center were unique. As the entire infrastructure was placed in a data-center in the US and each call center would have just network connectivity to the data center, IT management had to be robust. Ameyo, through its flexible architecture, provided complete control over IT-related issues to the Client. As a result of this, the client was able to address the specific process requirements of each call center.
Interactive Business Solutions Pvt. Ltd. (IBS) provides outbound outsourced services to various clients. They combine expertise in skills and technology to deliver world-class business process outsourcing. IBS maintains standards which the industry follows as benchmarks and the company strives to reinvent and improve strategies and plans. Their approach towards offering value additions helps their clients grow their business exponentially.
Challenges
Required a solution capable of supporting scaling up
Ameyo helped Interactive Business Solutions Pvt. Ltd.
Understanding the business-specific requirements of IBS, Ameyo helped them move from the old solution and better their business processes. The award-winning IP-based solution provided them with CRM and CTI specific to their business process as well as Predictive Dialer, Voice Broadcast (for reaching out to a large group), Voice Logger, and Advanced Reporting and Analytics to manage the quality of every interaction. The Ameyo solution helped IBS improve its customer service and telemarketing campaigns considerably. They were able to offer enhanced customer satisfaction now with the innovative tools from Ameyo.
Department of Transport (DOT), Abu Dhabi was envisioned to deliver a world-class transport system and develop a modern, comfortable, and reliable public transport system linking the island of Abu Dhabi.
With constant upgradation of services and service delivery platforms, DoT is in the process of creating a highly sophisticated transport network that will move people and materials efficiently through the Emirate, in a way that contributes to the quality of life for all residents, businesses, and visitors.
Challenges
Streamline customer service center operations
Setup a well-structured information dissemination system
Ensure accurate and timely handling of queries and complaints
Collect timely customer feedback
Solutions
Reduced call handling time
Enhanced service center productivity
Improved services through real-time process tracking
Met strict high availability requirement
Reduced turnaround time for each call to minimum
Ameyo helped the Department of Transport (DoT)
In order to provide better services to the public, and in line with the Department of Transport’s (DOT) overall strategic plan, the Customer Service Center was required with the aim to meet all customer needs and respond to their constructive feedback in an ongoing manner. The goal was to develop a platform for the commuters to procure information as well as voice their problems/suggestions regarding the offered services.
Ameyo helped DoT, Abu Dhabi automate their entire interaction management system. Ameyo’s automated voice response solution reduced the call handling time and enhanced the unit’s productivity significantly. Ameyo’s reporting and quality monitoring feature enabled DoT to track their processes and hence, improvise services.
Ameyo met very strict client requirements of high availability and provision of scalable and reliable solution handling transactions with real-time comprehensive monitoring mechanism to manage internal KPI’s. Adding proper logging and tracking to this, DoT reduced their turnaround time for each call to a minimum. SMS notifications of the query status added to the customer satisfaction levels that were evident from their commuters’ responses.
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.
Bigtree Entertainment Pvt. Ltd. is India’s very first entertainment ticketing company. Besides ticket booking, it is also involved in software sales and support, ticketing services, box office tracking and analysis.
The company through its website, BookMyShow facilitates ticket bookings for movies, concerts, and live events. The customer calls Bigtree to get the latest movie or event-related information and this info is further segregated on regional basis. The website has a strong presence in major cities across India and a single number works for phone bookings through an automated speech recognition system. For payments, the customer has the flexibility to choose between Credit Card, Online payment, or Cash-on-Delivery options.
Challenges
Automate voice-based customer service
Auto-notifications and updates to customers
Required a customizable IVR
Integration with existing applications and payment gateway
Auto-SMS confirmation for ticket booking
Solutions
Increased customer base
Reduced cost per agent per transaction
Better customer experience
Easy change of movies and shows in the IVR via a GUI-based interface
Integration with multiple systems like Payment Gateway, CRM, ASR and Database
Ameyo helped Bigtree Entertainment
Bigtree faced the challenge of automating the ever-changing movie or event-related information and also minimizing agent-customer interaction to bring down the cost per transaction. Taking into account the workload of agents at Bigtree, it was essential to implement features that could minimize average call handling times. Every call for ticket booking or for other inquiry had to be processed in the minimum time frame with utmost efficiency. This called for a platform that could enhance Quality Monitoring. Ameyo helped maximize agent performance and process efficiencies.
D’COST is a very famous restaurant chain operation in Jakarta, Indonesia. The USP of D’COST is that it sells various food items at an affordable price to cater to a large base of customers from varying income groups.
With a vision of setting up remote expansions to create a multi-city restaurant chain, D’COST is spearheading the roll-out and operations of its centers, so that they can cater to a bigger customer base through local franchisees. In order to achieve this vision D’COST has already started working towards it. It plans to open 40 branches across Jakarta and standardize the quality and offerings across all the branches.
Challenges
To improve customer care unit
Setup a well-structured information dissemination system
Ensure accurate and timely handling of queries and complaints
Solutions
100,000 deliveries per day made possible
Multimedia channels for complaints/feedback receipt
Regular follow-ups and reporting management
Ameyo helped D’COST Restaurant
For support of the quality of operations, Ameyo provided IVR, ACD, strong supervision, and quality analysis tools. Self-scoring tools were also available to the agents. A combined analysis of quality feedback and agent scoring helped the call center manager to diagnose and retrain their manpower in ensuring utmost service quality.
PT MNC SkyVision (MSV) is the pioneer in Indonesia’s satellite pay television industry. Established in 1988, MSV began to market their satellite-based Pay TV service in early 1994 under the INDOVISION brand name.
To distribute its service throughout Indonesia, MSV is using its own satellite, IndostarII, which was launched on May 2009. Broadcast on S-band frequency, this satellite is equipped with latest broadcast transmission technology. Using the new satellite, MSV is able to distribute pay television services with superior audio–video quality, strong signal durability, and bringing more than 100 local and international channels throughout Indonesia through its product INDOVISION.
Challenges
Automation of legacy technology infrastructure
No centralized management system
Integration of billing and subscriber management system
Auto list filtration on multiple lists
Solutions
Centralized pre-integrated solution
Integrating process flow from site offices and users
Integrating the billing system to the IVR
Dashboards and advanced reporting tools
Solutions Delivered
MNC Sky Vision implemented the Ameyo communications suite that provided them with a centralized pre-integrated solution, integrating process flow from their site offices. An advanced IVR was integrated with the billing system to implement self-service of routine queries like checking subscription expiry date, information on various promotional offers, etc. It also allowed for interoperability between the existing business applications for simplified contact center operations and reduced manual interference. Dashboards and advanced reporting tools of Ameyo helped MNC Sky Vision analyze the performance of various system resources.
Results
With the Ameyo Communication Suite, MNC Sky Vision benefitted from a solution that maximized their agent efficiency and automate their processes. The solution ensured:
Centralized technology infrastructure enabled unification and remote management of the distributed set-up
Simplified operations and reduced manual interference by integration of Ameyo with their other two application interfaces
Efficient customer support by automation of most of the queries via IVR Ameyo enabled Customer profiling/segmentation to give specialized treatment to repeat customers like preference and self-help options
Increased collection figures due to easy and quick payments option and automated payment reminders to customers
Improved business processes by real-time and periodic analysis data available
ParkwayHealth Laboratory Services is the premier reference laboratory in Singapore and Johor which provides high quality, cost-efficient clinical, and pathology laboratory services (histopathology and genetics). They have an experienced laboratory team and well-equipped laboratories located within Gleneagles Hospital, Mount Elizabeth Hospital, Mount Elizabeth Novena Hospital, and Parkway East Hospital. They also have a satellite outpatient laboratory in Novena Medical Center and a reference laboratory in their headquarters at Ayer Rajah Crescent. ParkwayHealth serves the needs of inpatients and outpatients at their three hospitals as well as through medical practitioners who operate within and outside the hospital’s medical centers.
Challenges
Lack of end-to-end inbound and outbound patient interaction management solution
Need for multi-channel patient interaction modules
Lack of automated patient query segregation
Need for robust system to manage complex queries
Solutions
Two-way SMS capability for emergencies
Robust inbound-outbound call management system
Implemented SugarCRM for efficient patient tracking
Simple interface and smoother operations
Ameyo helped ParkwayHealth Laboratory Services
AMEYO helped ParkwayHealth improve their operational efficiency by providing the best-in-class, complete CIM solution. A SugarCRM for patient management and tracking was implemented and made operational within a short time. Two-way SMS capability allowed ParkwayHealth to receive SMSs and send appropriate responses. Multiple modules have been integrated which handle different types of cases. Roles have been assigned multiple responsibilities. A complex escalation matrix has been implemented to make processes smoother than earlier.
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