The client is one of the biggest brokerage firms in India with offices in multiple locations across the country. It is a well diversified financial services group that deals with securities, commodities, investment banking and venture capital. The company has about 4,00,000 clients in over 425 cities across 1300 business locations.
Challenges
Difficulty in call routing
Lack of Multi-Site Environment
Priority Queue Management
Advanced Lead Management
Solutions
Greater consumer satisfaction & Retention
Increased Efficiency, hence more Profitability per Advisor
Perfect Match to Current and Future needs
All-in-one Solution with Managed view of Customer Interactions
Ameyo’s Solution
Drishti provided the complete interaction management suite from the DACX™ Ameyo line to address clients concerns. The suite included capabilities such as Automatic Call Distribution, configurable IVR system, Blended (Outbound dialer with inbound) functionality, Voice Logger, Reporting & Analytics, and database. The client was also provided with a CRM which was customized according to their requirements.
National Life & General Insurance is one of the first and largest Omani life insurance companies in the Sultanate of Oman. It has been providing financial security with a comprehensive range of life and general insurance products. NLG has a Good (B++) financial strength rating from A.M Best Co., and an international quality rating of ISO 9001:2008 from British Standards Institute (BSI). Its ability to focus on local needs and deliver solutions appropriate to this need has today made NLG the Sultanate’s market leader in the life insurance industry.
Challenges
Manual handling of calls
Low call rate
Operational Inefficiency
Lack of a flexible and scalable solution for future expansion plans
Solutions
Call Process Automated
Creation and Customization of Call reports
Enhanced call quality
Recording and monitoring of all calls
Ameyo’s Solution
Ameyo helped NLG make their business more efficient and profitable by offering them unique features such as the advanced IVR, ACD, and Voice Logger. With Ameyo’s IVR, the segregation of calls became possible wherein customers were connected to the respective departments depending upon their needs. The Voice Logger feature maintained voice logs on interactions executed between customers and agents. The solution also enabled reporting through which NLG was now able to analyze and examine calls.
Bank of Makati is a private rural bank founded in 1956. It was in the elite list of the Top 1000 Corporations of Philippines in 2006 and became the first rural bank to do so. Committed to serve and make better banking options available to the public, the bank has a net worth of Php 800 million with total equity assets of Php 19.1 billion and is located at key urban centers throughout the archipelago. Its subsidiaries and affiliates include Motortrade Nationwide Corporation, Fundline Finance Corporation, Honda Prestige Traders, Inc., and Global Reciprocal Colleges.
Challenges
Manual handling of calls
Agents on multiple sites needed to be linked
Operation to be centralized to decrease inefficiency
Agent tracking was a challenge
Solutions
Call process automated
Accurate reports and analysis provided
Manual process errors elimiated
Easy Agent Tracking
Ameyo’s Solution
Bank of Makati chose AMEYO over other competitors to improve their operations. AMEYO’s CRM and Reporting solution were customized to the bank’s needs. The multi-feature solution also deployed Voice Logger, filter-based intelligent dialing, and multichannel communication (phone, SMS, e-mail, chat) functionalities. Requisite security and compliance requirements were also met. The bank could send e-mails to reps with customized templates and AMEYO updated the same on their internal database.
They were provided process-specific, customized Dialing Algorithm where AMEYO automatically dialed the customer two days before due date, on the due date, two days after due date, and followed the same pattern for “Promise-to-pay” dates. AMEYO also configured automatic e-mail notifications on specific dispositions for payment collections and escalations.
KocharTech is the flagship company of the Kochar Group, one of the few organizations that offer a complete framework for monitoring and managing the Wireless Data User Experience. Kochar is globally acknowledged for its innovative approach towards co-creation of value and its commitment towards its clients. They are a trusted brand of choice of global businesses for providing support and solution in mobility space.
Their business is spread across various locations like Amritsar, Ludhiana, Vadodara, Bangalore, Chennai, Kolkata, Mumbai, and Gurgaon. Kochar Group assists clients to do business better through its industry-wide experience, deep technology proficiency, and vertically aligned business model. Their products and services help customer utilize the latest technology for delivering a differentiated experience.
Challenges
Capture data, media information in a CISCO environment
Ability to integrate with a pre-installed CISCO Network ACD using CISCO CTI OS API
Real time recording, and regurgitate data in a real-time and historical basis
Solutions
100% blind voice recording
Passive voice logging over multiple channels
Downloading and playing recorded voice logs using web based interface.
Scalable software-based application
Ameyo’s Solution
To address these diverse requirements and build a technology platform for future, Kochar deployed Ameyo, which integrates via skinny client control protocol. It is a lightweight protocol for session signaling with Cisco Call Manager. Ameyo VoIP Logger connects to SPANports in the network switches, mirroring the media data from CISCO switch to Ameyo server. The Ameyo server is connected to the CISCO Peripheral Gateway (OPG) of the ICM system to receive call events, and in this way manages the calls database and controls what the Ameyo VoIP Logger records. The complete details of the analyzed calls are available through Ameyo Client (web-based) to all the CISCO Clients, Supervisors and Administrators. Ameyo VoIP logger also provided passive voice logging over multiple channels. The 100% blind voice recording solution boasted of MP3 format compression capabilities periodically to save disk space. Other aspects of the total solution had voice log archival clean-up and management.
Gulf African Bank is the first and largest Islamic Bank in Kenya and one of the fastest growing banks in the history of the banking sector of the country. The bank offers fully Shari’ah compliant products and services that address the needs of not just Muslims, but everyone in the country including individuals, corporate companies, and institutions. Transactions are based on model Islamic economics – forbidding interest – an alternative to conventional banking. By conducting business on the principles of Shari’ah, the bank provides an ethical and fair model of “banking for all”.
GAB is an award-winning financial institution on both a local and international scale. In 2016, the company was crowned the best bank in Financial Management and Productivity and Quality at the annual Company of the Year Awards (COYA).
Challenges
Lack of Proper Reporting
Measuring Agent Performance
Poor Call Management
Back office Ticket Management
Solutions
Detailed insights into process performance, campaign productivity
Detailed reports for call analysis & reporting
Intelligent IVR system made call management quick and easy
Ameyo’s Solution
Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique features such as the Intelligent IVR, ACD with intelligent routing, Voice Logger, and Ticket Management. With Ameyo’s 24X7 support, GAB’s customer support was streamlined and thus, helped them gain customer’s trust. The Voice Logger feature allowed complete voice recording, access, and management of all interactions between customers and agents to allow them to improve their customer service.
The solution also enabled agent performance & call reporting through which they were able to analyze and examine calls later on, while the IVR and ACD helped customers receive quick responses to their queries by connecting to the most relevant agent.
Standard Chartered Bank Nepal Limited has been an integral part of Standard Chartered Group since 1987. The bank enjoys the status of the largest international bank currently operating in Nepal. Worldwide, Standard Chartered has a history of over 150 years in banking and operates in many of the world’s fastest-growing markets with an extensive global network in over 70 countries in the Asia–Pacific Region, South Asia, the Middle East, Africa, the United Kingdom, and the Americas.
Challenges
Manual Handling of Calls
Decreased efficiency needed to be countered with complete automation
Drop in telesales and marketing campaigns
Processes needed to be compliant to regulations
Solutions
Reduced average call time
Calls recorded for quality monitoring
IVR system automated to make incoming query management easy
Increased presence on social media
Ameyo’s Solution
AMEYO helped SCB improve their operational efficiency and deliver greater satisfaction. With the implementation of AMEYO, a CRM system was set up with an eye on more integration in the future. ACD intelligently distributed calls based on agent skill and availability. AMEYO also provided the requisite compliance management with User level, Port level, IP level, and File permission level security. The solution also facilitated marketing on social media and telesales easier by automatically deploying the campaigns.
Bank Islam Brunei Darussalam Berhad (BIBD) is Brunei’s largest bank and flagship Islamic financial institution. It was formed by the 2005 merger of two earlier local Islamic financial institutions, Islamic Bank of Brunei and Islamic Development Bank of Brunei, and began operations in 2006. With majority government shareholding, it is also committed to Brunei Darussalam’s National Vision 2035 of attaining developed nation status.
Challenges
Lack of Advanced ACD & IVR
Unable to identify callers
Inaccurate and brief reports
No multi media wallboard customisation
Solutions
Integration with pre installed CRM
24X7 customer care center
Customised reports
Able to track callers
Ameyo’s Solution
BIBD runs a 24X7 customer care center to help customers for their banking queries. To effectively manage calls, they required a proper contact center solution to meet their requirements. Understanding their business needs, Drishti offered them AMEYO, a viable solution to address their business challenges. The IP-based solution rich in features like the IVR, Logger, and ACD supplied them with the best assistance. The IVR helped them handle the long wait time of the calls as it automatically provided all the basic information to the customers through the voice responses.
Similarly, the ACD automatically routed customers to the suitable agents who were able to offer them with prompt answers to their queries. It also ensured them a greater customer satisfaction as they were now automatically routed to the suitable agents who instantly solved their queries and doubts. Apart from these benefits, BIBD was able to efficiently customize their reports. The solution they were using previously gave them brief reports and inappropriate reports.
Jordan Ahli Bank, a leading financial service provider based in Jordan, wanted to reach new heights in their customer initiatives and innovations to deliver superior customer experience. The company was in the search of a lesser hardware intensive solution to reduce the total cost of ownership (TCO). A solution that would facilitate JAB to take real-time impacting decisions, while protecting the investment processes. For better customer relationships and impeccable customer experience, the company implemented Ameyo suite as their Customer Interaction Management tool. As a result, the company has been able to improve their SLA by 27% and employee productivity by 13%.
Challenges
No CIM Technology
Difficulty in managing telemarketing and collection process
Suffering from hampered productivity and business downtime
No way to recover lost data
Solutions
Improved SLA by 27%
Improved Employee Productivity by 13%
Better Management of Outbound Campaigns
Compliance Adherence
Ameyo’s Solution
Ameyo offered a Phone Banking platform for customers through IVR, which would reduce a proportionate number of calls handled by each agent. This improved the efficiency of Collection processes, by automating huge volume of routine transactions, allowing agents to focus on other core activities.
Jordan Ahli Bank was able to protect investment transactions and processes by integrating with an existing unified communication platform, Microsoft Lync. It also allowed for interoperability between the existing business applications for simplified contact center operations and reduced manual interference.
Abdul Latif Jameel (ALJ) Electronics is a subsidiary of Abdul Latif Jameel Group which was started in 1945. The world renowned ALJ Group is one of the largest private sector undertakings in Saudi Arabia. The group puts customers first and treats them like guests in their homes. They endeavor to be innovative and flexible to meet the demands of their customers. In addition to having business presence in the Consumer Electronics segment, they also have a sizable footprint in Automotive,Finance, and Advertising/Media.
Challenges
Managing Inbound Operations
Arabic & English supported IVR
Disintegrated backend CRM
Tracking Agent Performance
Solutions
Enabling both inbound & outbound calling
Improved customer engagement
Smooth Integration with backend CRM
Real-time reporting and monitoring
Ameyo helped Abdul Latif Jameel Electronics
After careful evaluation of business-specific requirements and solution capabilities, ALJ Electronics opted for the AMEYO solution. The innovative solution delivered inbound capabilities with a customized IVR for both English and Arabic language. Furthermore, the consumer electronics company was benefited with integration between Ameyo and their back-end CRM. The advanced analytics and reporting capabilities were also provided to ALJ.
Omaxe is one of the leading real estate developers in India focused on developing world-class residential and commercial properties all over the country. They aim at becoming a trusted leader in the real estate sector contributing towards a progressive India. Omaxe established in 1989 has forayed into the real estate sector, emulating its past record. Benefiting from its construction expertise, Omaxe offers residences to buyers which have optimum utilization of space, maximum utilities, elegant designs and most of all an affordable price.
Challenges
Manual inbound and outbound calling
Lack of self-service options
Keeping Track of Customer Interactions
Logging all inbound and outbound calls
Solutions
Automation of inbound and outbound processes
Inbound process made easy with Advanced IVR
Complete monitoring of agent performance
Voicelogging of all inbound and outbound calls
Ameyo helped Omaxe
Ameyo automated the call handling process resulting in an uninterrupted service. It’s advanced IVR assisted Omaxe gauge at the customer performance by keeping a record of the interaction between the customer and the former. Another feature that was offered by Ameyo was the ACD which enabled accessing and processing information faster.
With Ameyo,Omaxe was able to customise the CRM and also integrate it with their ERP. The Voice Blaster assisted Omaxe in setting reminders, service announcements or any message needed to get out on a mass level – through a series of calls, to any phone, any time. Through Ameyo, Omaxe could track leads & prevent them from being transferred to their competitors while providing flexibility to manage calls from anywhere.
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