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3rd Party Remote Call Monitoring Feature

May 24, 2010

Drishti's Ameyo Contact Center Suite Delivers Value for PIMS

By Susan J. Campbell, TMCnet Contributing Editor

The IPS call center, known as the PIMS, delivers support for a leading Japanese conglomerate. PIMS is diversified in a number of markets, operating for companies located in Japan, the U.S. and Hong Kong. This multi-national enterprise relies on Drishti's IP-based Contact Center Suite Ameyo to power both inbound and outbound processes.


PIMS has partnered with Drishti, relying on their preferred technology solution, for more than two years now. The company depends on this support in its three centers in the Philippines where they offer account management and customer support services along with technical facilities at the Makati center.

Jun Cavan, Network Operations Manager, PIMSI, said in a statement, 'Drishti has been an excellent technology partner for us. Their solution has helped us expand our call center business while maintaining utmost service quality even with a remote server location. The intelligent features of the Contact Center Solution from Drishti could very effectively handle our highly successful telemarketing and customer support processes. We recommend it as a quality contact center solution.'

Handling a large volume of calls on a 24x7 basis, PIMS required a powerful solution for their operations. Company servers are set up in Japan and are connected to the datacenter in Manila. The CCS had to support a hosted set up and provide seamless operations across multiple sites within the Philippines.

As a result, the evaluation was very precise and strict and after evaluating leading contact center solutions, PIMS selected Ameyo IPCC for its extensible and reliable IP-enabled platform. Through innovative call center call monitoring, the company can be sure that every customer experience exceeds expectations. 

The Ameyo Development Platform forms the core of Ameyo IPCC and supports both premised-based as well as hosted deployment flexibilities. This technology platform is multi-tier and multi-tenant, making it very effective in the support of a distributed contact center setup.

With Drishti's execution environment, PIMS can enjoy a telco-grade extensibility and reliability to Ameyo CCS. The service oriented architecture of Ameyo loosely couples the service entities hence accommodating third party integrations very easily.

Krishna Rao, Head Product Engineering, Drishti Philippines Inc. noted, "The existing CRM of PIMS was integrated with Ameyo and custom interfaces were developed. Their in-house built soft-phones were also made compatible with the solution. A full-feature communication suite, Ameyo provided PIMS with a special capability of skill-based routing of the inbound customer queries. The customer calls were automatically redirected to most appropriately skilled agent at the center.'

As a result of delivering the high quality contact center technology for critical business processes within PIMS, Ameyo delivered results in minimum time and cost and therefore, wont the trust of a respected Japanese business house.

In March, TMC (News - Alert) reported that smart solutions like Drishti's Ameyo Ensure and its predictive dialer module provide advanced capabilities that can be leveraged by any insurance selling enterprise to gain a "significant edge" over their market counterparts.


Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.

Edited by Kelly McGuire
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