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Acer Australia Improves Agent Productivity with Ameyo's IVR and ACD Software

Drishti-Soft, a provider of call center solutions including Interactive Voice Response and Automatic Call Dialer (ACD) software, unveiled that Acer (News - Alert) Australia has selected Ameyo call center suite to empower its inbound process.

 Ameyo’s advanced capabilities have helped Acer efficiently handle customer interactions and improve its channel partner network by delivering right information to agents. The ACD software not only improved agency productivity, but also helped the firm address queries in multiple regions as well as with customers and channel partners.

Company officials said Ameyo was preferred over the previous solution considering its ability to address the specific business requirements of Acer Australia which included unification of disparate systems, IVR, CTI (News - Alert), ACD, Reporting and Voicelogging among others. The solution also provided real-time monitoring of performance levels and allowed management to make changes when required.

"We were looking for a solution that could integrate with our backend system to provide appropriate information to agents, thus maximizing their productivity, something which our previous solution was not forthcoming with,” said Dan Balachandra, head of IT, Acer Australia, in a statement.

Balachandra added, “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, Dristhi 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.”

Additionally, Ameyo also provided the company with a statistics wallboard that allows for real-time monitoring of key performance indicators.   

"Enterprises require flexible solutions that are adaptable to their line of business,” said Sachin Bhatia, VP-Business Development, Drishti-Soft, in a statement. “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."

In a related announcement in the industry, Intelliverse (News - Alert) said Futura Card Services, a prepaid financial services company, has selected its Prepaid Services market solution including Interactive Voice Response (IVRs) and Automated Call Distribution (ACD) Software.