Ameyo Enables Increased Contact Rates for Symphony BPO Malaysia

Online, October 26, 2010 (Newswire.com) - Drishti's IP-based contact center suite - Ameyo IPCC enables advanced interaction management for one of the leading BPO's in Malaysia - Symphony. The outsourced call center had major business scaling plans in mind and was looking for a solution that would provide complete automation and integration between their telephony and applications infrastructure. Ameyo helped them upgrade from a tedious manual dialing process to a more sophisticated predictive dialing that helped them achieve efficiency in the sales process.

Talking about the requirements, Sachin Bhatia, VP Business Development, Drishti says - "Symphony BPO was looking at advanced automation of the sales process. This included a detailed accounting of the expected performance of each resource and keeping a check on the call wrap up time for each outbound call which varied tremendously. This meant supervising the agent activity and productive hours for better operations management. The solution also had to integrate with existing Sales applications and make sure that Data Security and Integrity is maintained. As Drishti and Microtel Technology (VAR of Drishti-Soft) got into the details of the client requirement, we could chalk out a custom packaging of Ameyo that would answer the pain points of Symphony's business processes."

Ameyo's award winning Dialer module helped Symphony implement a structured outbound strategy with flexibility to implement predictive, progressive, preview or rule-based dialing. This added efficiency in their outbound campaigns and hence an increase in sales by up to 50%. Ameyo's easy-to-use interfaces added efficiency to the agent's call handling capabilities. With this, Symphony was able to manage and fulfill the performance metrics intended.

The GUI-based supervision interface of the solution provided for a bird's eye view of telephony, agent, dialer and lead performance. The supervisor could control call wrap-up time for the agents and mark individual agent performance against the overall campaign performance. This helped Symphony in optimal utilization of the agent's time. Also, the in-built voice logger provided for compliance to various international dialing regulations. Integrating with the existing CRM application, Ameyo became a bridge to overcome the gap between telephony and application.