Contact centers and enterprises are heavily reliant on providing good quality of service to customers. Good customer service leads to a happy and loyal customer and in most cases a referral customer. This is the basis for evaluating customer satisfaction and experience. Businesses must work in providing their customers across interactions and categories with consistently high level of service in order for them to grow further.
Sachin Bhatia, VP-New Business Development talks about this “Contact centers and enterprises provide customers with support services for various queries, the quality of these interactions would define the satisfaction of a customer with a particular product or service. Imagine a situation where in a customer is calling in for technical support for his broadband internet connection. The first interaction the agent will identify the customer and their complaint and provide a basic troubleshooting of the problem. After that first interaction the customer still experiences the same problem and calls back, another agent attends the call and goes through the same standard dialogue before providing a secondary solution to the issue. This can go on and on and the customer will feel frustrated, sounds familiar enough?”
Ameyo’s Personal Agent Routing from Drishti resolves this problem by ensuring that customers are provided with consistently high quality of service from every interaction. The time spent in diagnosing the issue by the agent is minimized and this leads to a faster query resolution and much lower Average Handling Time. The solution is aimed at support processes for contact centers and enterprises that require a technology to enhance customer satisfaction and experience.
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.