Enterprises today are challenged with the task of increasing the productivity and at the same time reducing operational costs. The most successful mantra adopted by most of them is outsourcing of peripheral functions such as back-end work including customer support, collections, market research, order tracking, billing, payroll and management. Outsourcing enables delegation of non-core activities to a specialized firm thereby allowing the enterprises to focus on innovative business strategies.
While outsourcing has evolved into a unique industry vertical, the technology solutions powering such critical operations for the enterprise form the backbone of the domain. Since, the core reason of outsourcing is cost optimization, the technology solution being deployed is required to deliver highest quality but also not exceed the budgetary compliances of the customer. Conventionally, there has always been a trade-off between cost and superior technology.
The star in outsourcing services certainly is the BPO industry. Here the contact center needs to be extremely careful about the solution being deployed because not just their business reputation but also the client’s is at stake. There can be no compromise on the end customer experience.
The right solution can enable BPOs to increase their interaction volumes while automating routine functions. The contact centers can focus on providing provide vertical specific service, managing multiple campaigns and agent workforce centrally, cutting back on recurring costs and increasing the customer base. A superior technology solution can address a wide range of challenges that are unique to the outsourcing industry.
Drishti's IP-based contact center suite - Ameyo CCS is an ideal solution for outsourcing and BPO industry. It enables the enterprises to effectively manage multiple campaigns and processes while providing superior service quality to all customers and prospects. They can manage agent productivity; enhance customer interaction experience across all channels, cut back on IT costs in the end increasing business and revenues.
Drishti's multi-award winning communication suites offer predictive dialing, ACD, IVR, Voice recording, CRM, database, reporting and unified messaging capabilities. With multi-media capabilities such as E-mail, SMS, chat, FAX and voice capabilities, you can maximize your customer reach across different communication channels on an integrated platform.
Strong inbound capabilities of Ameyo CCS like IVRS coupled with skill-based routing and advanced queue management allow you to implement self-service thereby reducing interaction times of your agent and increasing customer satisfaction. Advanced outbound features like multiple dialing modes, scripting, call-back scheduling and more empower your agents to engage in potentially revenue generating calls.
For supervision and quality monitoring, Ameyo CCS provides a GUI-based supervisor interface that empowers the supervisors to track individual agent and campaign performance via graphical representation of real-time as well as historical data. For quality and compliance purposes, the voice logger module provides for 100% blind recording as well as selective recording.
Ameyo CCS provides you real-time reporting tools with over 200 customizable reports along with advanced report designer tools; you can create comprehensive reports that are crucial in formulating business decisions and defining future strategies.