Zicom announced that it has selected Ameyo, a comprehensive interaction management solution, to help increase customer support efficiency and streamline business processes.
Zicom, which has been around for almost 20 years, is a pioneer in the electronic security field in India. The company said it specializes in developing and designing unique products for the security domain. The company has been looking for a way to increase its customer service and found the answers through Drishti-Soft’s communications suite, Ameyo.
“Ameyo empowers contact centers to dynamically manage their workforce, departments, customers, processes and performance parameters,” said Drishti-Soft. “It provides consistent user experience across various communication channels including voice, email, SMS, messaging, video, and fax. Built with Distributed Architecture and SOA, it is a scalable and extensible solution with development environment for faster turn-around time. The modular software integrates into business processes and applications and drives a competitive advantage.”
The communications suite uses different key components such as IP-PBX (News - Alert), IVR, Voice Logger, reporting, quality, and customer management tools to help boost the productivity of any organization. Breznitar Bhesania, head of customer service for Zicom, said the company handles so many technical support-troubleshooting questions that it has no time for anything but the best.
“We needed an unblemished IVR system to answer the queries of our customers. Where, we could provide most of the information on the IVR itself, minimizing the requirement of an agent, something which our previous solution was incapable of performing,” said Bhesania. “The poor clarity of system had led to numerous missed calls, hampering our market image of quality customer service. Addressing to this, Ameyo best suited our requirement, providing IVR with multi-media capability including SMS and e-mail. It enhanced the quality of this interaction and allowed us to provide quality support to our customers.”
Zicom will offer this new communication suite for all of its products for both home and business security. Ameyo plans on taking over all of Zicom’s incoming and outgoing calls and will provide the company with real-time reporting abilities. The results from the reports will allow for Zicom to make any necessary adjustments to increase productivity.
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Edited by Rachel Ramsey