Drishti recently announced that its flagship solution for complete CIM, AMEYO, will help in driving international processes for KEYSQUARE Inc. Philippines-based KEYSQUARE works within the Business Process Outsourcing (BPO) sector and focuses on providing its customers with a robust range of consumer and telecommunication products and services. In particular, the company provides companies with a platform to develop an international presence. To further enhance its service offerings, KEYSQUARE decided to use Drishti’s IP-based AMEYO solution to ensure that its customers continue to enjoy a high level of quality and productivity.
In a statement, Alvin Go, general manager of KEYSQUARE, said, "The main challenge of KEYSQUARE was to maintain our strict standards of quality and productivity. We are very particular about the customer experience delivered because we work mostly with international clients. AMEYO increased our process efficiency instantly. The solution ensured that agents are available all the time and calls are assigned on the basis of their skills. We were happy when this resulted in high quality of customer interactions."
After considering its various requirements, KEYSQUARE went ahead with the implementation of multiple features of the AMEYO solution. The company used the IVR feature to configure the call flow while the easy-to-use GUI interface helped in providing easy navigation. By deploying the outbound Dialer capability, KEYSQUARE was able to benefit from a higher number of outbound campaigns and was able to deliver a multitude of new service offers and information to its customers. Furthermore, the AMEYO solution also allowed the company to filter calls and improve lead management.
Using voice logs agents were able to enhance the quality of conversation while supervisors can quickly review the conversation since they recorded in multiple formats. ACD (automatic call distributor) was implemented to ensure intelligent routing of calls to available agents, which effectively reduced the instances of answering of calls manually.
All of the capabilities provided by the AMEYO call center communication suite effectively help in enhancing the level of service delivered to each customer. The performance level of the company’s agents also improved as did their level of customer interactions.