Acer Australia deploys Ameyo to effectively address customer and channel partner queries
Gurgaon, April 16, 2012 – Acer Australia, a globally renowned provider of consumer electronics chooses Ameyo to empower its inbound process. The former required a solution to efficiently handle all interactions from customers and its wide-spread channel partner network through providing the right information to its agents in a unified screen for fast query resolution.
Speaking about the solution, Mr. Dan Balachandra, Head of IT, Acer Australia says “We were looking for a solution that could integrate with our backend system to provide appropriate information to agents, thus maximising their productivity, something which our previous solution was not forthcoming with. Providing our customers and channel partners fast and quality support can be a daunting task if our agents have to access disparate applications at the same time and, towards this, Drishti provided us with a comprehensive technology that integrated seamlessly with the ticketing system of the back-end CRM, and displaying a unified interface to our agents. Furthermore, the implementation of Ameyo’s statistics wallboard allowed for real-time monitoring of key performance indicators. These solutions together with the project management expertise of the Drishti team enabled an effective transitioning of the system.”
Agent productivity was a crucial requirement for the consumer electronics giant. Their process worked on addressing queries in multiple regions as well as with customers and channel partners. Different segments have different requirements for support activities and this extended to prioritizing customer types for fast query resolution. Ameyo was implemented over the previous solution for its capability in addressing the specific business requirements of Acer Australia which included unification of disparate systems, IVR, CTI, ACD, Reporting and Voicelogging among others. The solution provided the company with enhanced agent productivity, real-time monitoring of performance levels and allowed management to make changes when required.
Sachin Bhatia, VP-Business Development, Drishti-Soft further adds “Enterprises require flexible solutions that are adaptable to their line of business. Ameyo, based on Service Oriented Architecture (SOA) provides business value-add for competitive differentiation. This allows enterprises to enhance processes and focus on core functions.”
Acer, headquartered in Taiwan utilizes a multi-brand approach to provide unique characteristics to cater to different needs in the PC market which has spanned across the globe including Australia. This is reinforced with a sustainable and profitable channel partner network model, resulting in widespread global distribution, bringing people and technology closer. The company provides unique value-addition to its products, specifically establishing a green supply chain in collaboration with its suppliers.
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, and SaaS. Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth.