Gurgaon, India (PressExposure) June 24, 2013 -- Ameyo powers customer interactions at SolexPLUS BPO for their critical and vital processes. The firm was looking for a robust 'Arabic' solution that could handle heavy call volumes. As a leading contact center in the Middle East SolexPLUS implemented the Ameyo Contact Center Software solution to support its multiple client processes and augment the performance of its contact center. These processes involve government and private sector clients and efficient service delivery to these sophisticated clients is of paramount importance to not only SolexPLUS but to the respective clients as well.
Speaking more on the subject Waqar Haider, IT & Telecom Head from SolexPLUS says "While dealing with our large customer queries, the first major hurdle that we saw was the huge call volume such processes could bring along. As the government and private sector in Saudi Arabia is advancing towards Business Process Outsourcing, evaluation parameters are always very strict and we did not want to compromise on the quality of services rendered."
After careful evaluation of cost dynamics, customisation capabilities and scalability parameters SolexPLUS chose Ameyo as its solution. Vipin Jethi, VP Sales of Drishti said "Having large-scale and mission-critical projects meant that the solution had to work fast, efficiently and scale in accordance to their business needs. SolexPLUS required a solution specific to their operating demographics thus a customized solution was presented, which could empower them to design call flow and specific reports all in Arabic."
Therefore an elaborate IVR was built that could manage thousands of concurrent calls. For handling the large call flow, reliability of the solution was pivotal to its success. A unique SIP Load Balancer was mounted for efficiently managing calls on multiple servers. As there were regional lingual requirements, the entire procedure had to be customised in Arabic including the screen prompts and CRM. There were strict deadlines for the entire project to go live. The R&D team at Drishti delivered the solution on time and this was also a key parameter for SolexPLUS to choose Ameyo as its preferred solution.
Ameyo Communications Suite is an award-winning solution that has patent-pending development platform at the core. The SOA and MDA based solution architecture makes it extremely easy to adapt to business requirements. The user-interfaces of Ameyo have been designed for both operations as well as solution management. Ameyo is laced with IVR, ACD, CRM, and CTI features which make it suitable for any demanding business set-up.
Shinning Gulf for Marketing & Business Solutions Ltd. (SolexPLUS) is a professional Business Process Outsourcing (BPO) company which has been set up in Jeddah, Saudi Arabia, by Saudi Investors, with the purpose of providing an unmatched process outsourcing experience for leading organizations in Saudi Arabia and across the region. At SolexPLUS, they believe that in the increasingly competitive landscape of Saudi Arabia, professional process outsourcing delivery will be the key to customer attraction, conversion, satisfaction, retention, and growth. More info about SolexPLUS can be found at http://www.solexplus.com.sa
AMEYO is an all-in-one communication suite for Contact Centers and Enterprises offering next-generation information and communications management capabilities including ACD, CTI, CRM, IVR, Predictive Dialer, Voice Logger, Multi-media Communication, Social Media Helpdesk, 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.
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.