They were in need of a contact centre solution which would streamline their inbound as well as outbound calling, and help them operate on a mass scale.
Inaya’s Customer Service Manager, Annie Sharma said, “Our business requires us to manage a high-volume of interactions at any given point in time. In order for us to provide the right quality of service to our customers we needed a solution that was capable of meeting our requirements. Ameyo proved to be the right solution we were looking for. Effectively it has managed all of our communications with our customers as well as provided us with real time analytics, allowing us to keep track of our performance and make continuous improvements.”
Inaya needed to streamline their call handling through the GSM (Global System for Mobile Communications) and PRI (Primary Rate Interface) lines. They required a basic CRM as well for all customer data. Inaya’s contact center needed an automatic routing and answering system which would help them handle all calls. To service the needs of a vast customer base, Inaya needed a solution which would address all these requirements.
AMEYO solution provided Inaya Facilities with an IVR customization for CUG (Closed User Groups), VAS (Value-added service), and FMS (Financial Management Service) hotlines. In case of an incoming call from an existing customer a CRM popup was provided. Missed call alert modules were set up for agents to callback.
Integration with GSM gateway was also implemented, a wallboard to provide graphical representation of productivity in real time was provided, and the Reportika feature helped generate customizable and accurate reports on quality.
Inaya has benefited with the provision of customized reports as it has helped them analyze the business process and its efficiency. The quality monitoring of the contact center has been made easy and saves the time and effort of the management. Inaya has seen improved customer satisfaction with the innovative and reliable AMEYO solution.
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