Call Center Software Featured Article

Wondersoft Deploys Drishti's Ameyo Contact Center Software

By Jayashree Adkoli
TMCnet Contributor

In an effort to get better service delivery and efficient technical support operations, Chennai-based software applications vendor Wondersoft Pte Ltd. has adopted Ameyo, the call center software from Drishti.

Now Ameyo has become the technology behind well-managed technical support unit of Wondersoft, thereby enabling the company to prioritize customer calls and connect their best available agents for better query resolution.

Wondersoft offers solutions for retail and distribution businesses.

Drishti’s Ameyo is all-in-one contact center software with hi-end capabilities for inbound, outbound and blended processes of large contact centers. As an ideal communications solution for next-generation contact centers, it features advance functionalities such as ACD (Automatic Call Distributor), IVR (Interactive Voice Response), IP-PBX (News - Alert), Predictive Dialer, Unified Messaging, IP Office, Voice Logger, Quality Monitoring, CTI, CRM and Reporting.

In addition, Ameyo also offers a host of features such as intelligent routing, self-service, rule-based dialing, unified messaging, presence management, remote agent access, dynamic queuing, and more.

Empowering contact centers to dynamically manage their workforce, departments, customers, processes and performance parameters, the Ameyo provides consistent user experience across various communication channels such as voice, e-mail, SMS, messaging, video and fax.

With the help of Ameyo's unique customer service management tools, Wondersoft was able to unify diverse product support units under a single Tech support umbrella. In addition, the solutions remote routing services lifted the restriction of walled office for the support engineers at Wondersoft, said officials.

Apart from structuring and automating the processes, Ameyo was able to provide more effective troubleshooting services to Wondersoft’s customers with the help of a robust technology solution. With the help of this solution, Wondersoft could prioritize the AMC subscribers and also connect specific product support queries to their on-field engineers.In addition, Ameyo also provided for real-time view of the operations. Consequently, Wondersoft could analyze the resource performance and also innovate for better service delivery by combining customized Ameyo reports.

C. Sabhari Shankar, CEO, Wondersoft, said in a statement, "Using Ameyo for our support desk operations was a whole new experience. From scattered processes, we transformed to structured, classified and effective customer management. Ameyo's quality monitoring and reports also gave us a granular view and analysis of day-to-day operations. The solution helped us deliver better customer satisfaction."

In recent news as reported by TMCnet, Selfinity BPO – a sales and marketing company – also deployed the Ameyo call center software platform.

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