Drishti’s Ameyo empowers the inbound process of security solution giant, Zicom. With a pan India presence, Zicom is the market leader in offering quality security solutions. It has now become synonymous with electronic security in India. Zicom’s move to Ameyo is a step taken by the techno giant towards better customer support and more streamlined business processes.
Referring to this, Breznitar Bhesania, Head of Customer Service says: “As we deal in security solution provisioning, handling calls for technical support from our customers, hold a crucial part of our business process. So, we had no room for downtime or low productivity in servicing our valued customers. 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, minimising the requirement of an agent, something which our previous solution was incapable of performing. 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 Email. It enhanced the quality of customer interaction and allowed us to provide quality support to our customers.”
Maintaining the service level is important for any business, be it after sales service, or providing prior information to the prospective customers. To achieve this objective Zicom relied on Drishti’s Ameyo as their business solution. Ameyo automated the call handling process resulting in an uninterrupted service. It also allowed after office configuration for better support system. Additionally, Ameyo Wallboard helped in managing the reporting and control system, as it provided real-time performance statistics and allowed management to take steps and improve the quality of service delivered.
Drishti’s all in one solution, Ameyo with IVR, ACD, CTI, Reporting and Voicelogging provided Zicom with high uptime in business process and enhanced agent productivity allowing for improved customer experience.
Zicom is a pioneer in the field of Electronic Security in India. With a history of offering high quality products and solutions to the most complex projects in the country. They offer a wide array of products and solutions which are state-of-the-art, reliable and high quality - CCTV Surveillance System, Access Control System, Fire Alarm System, Multi-Apartment Video Door Phones, Alarm System, Fingerprint Locks, Video Door Phones and Telecom Tower Security.
Drishti (drishti-soft.com) is a leading provider of Contact Center Software and Enterprise Communications Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a Service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.