Gurgaon, July 30, 2013 – Most of the times, to reach a customer service representative, customers have to logon to the company website, take down the contact center number and then struggle through endless IVR redirects to get connected to the right agent. This is a time consuming process and requires a lot of effort on the customer’s part which more often than not leads to customer dissatisfaction. With the arrival of next generation technologies it has become possible to get through a customer care center directly from the company’s website. Ameyo has built-in capabilities to adapt to such next generation technologies thereby obviating unnecessary communication loops to ensure one-click agent connectivity. Moreover, customers don’t need to install any proprietary software or plug-ins to interact with the agents.
Speaking more on this, Nayan Jain, CTO – Drishti-Soft says “Ameyo is gearing up to make connecting to an agent seamless and more efficient with the help of WebRTC. This is one of the most disruptive web innovations for years, making interactions easy, flexible and real-time. I believe the web has revolutionized the way we communicate and WebRTC is definitely the future of online communication.’
Also, merging the web & telephony experience can greatly enhance the context of calls to contact centers and can bring about radical changes in the Customer Interaction Management arena. The context of a call can be framed by using statistics such as browsing history, cookies, page last viewed etc. This can help reduce the time taken by an agent in analyzing the reason of the call.
Editor’s Note:
About Ameyo:
AMEYO is an all-in-one callcenter software for Contact Centers and Enterprises offering next-generation information and communications management capabilities including ACD, CTI, CRM, IVRSystem, Predictive Dialer, VoiceLogger, Multi-media Communication, Social Media Help-desk, Unified Presence, Sales Management, Customer Care, Real-time Analytics and Reporting. The SOA and MDA-based platform allows easy creation of new capabilities for communications-centric enterprises as they grow with respect to their process and workflow requirements. Ameyo has been heralded by many industry leading bodies for its innovative capabilities, more recently winning IP Contact Center Technology, Product of the Year, and Innovation Awards.
About Drishti:
Drishti is a leading provider of Contact Center Software and Enterprise Communications Applications. With presence in over 40 countries including key touch points in India, SAARC, Middle East, Africa and Asia Pacific. Drishti’s customers are benefited with dedicated 24/7 support and award winning products based on innovative methodologies.
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