These days, customer service is the backbone of most businesses, but it's especially important to the financial service industry where customers seek immediate access to critical information. With information readily available, and an increasingly educated clientele, financial service firms must provide 24/7 contact center customer service to meet the high demands of their customers.
Motilal Oswal Securities Limited (MOSL), an India-based financial services firm, required a contact center solution to provide timely access to its agents from its offices across India to maximize efficient customer access to its 1,600 team members throughout the country. Serving 750,000 clients, MOSL sought out Drishti-Soft, a telecom solutions provider, to develop a server-based multi-services platform to address the customer service demands for call distribution.
Drishti-Soft installed its Ameyo Call server solution as a central management hub for all call activities at key MOSL locations. In order to support the multiple 30-channel PRI spans to the PSTN from each site, Drishti-Soft chose Sangoma Technologies for its 8-span E1 digital telephony interface boards. Sangoma is a provider of hardware and software components that enhance IP Communications Systems (News - Alert) for telecom and datacom applications.
"The ease of integration between the Sangoma boards with the Ameyo software, the extraordinary product quality, and the expertise of the Sangoma support team all contribute to Ameyo's reputation as a world-class platform that ensures MOSL is able to serve its clients without any worries,” said Kishore Daswani, project manager at Drishti-Soft, in a statement.
Sangoma's solution portfolio enables the interworking of disparate TDM and IP networks, clouds, protocols, services, devices and applications. Additionally, its portfolio includes voice and data boards, transcoding and gateway software, and gateway appliances for simple integration with open-source and closed-source IP PBX (News - Alert) applications, contact centers, unified communications systems and service provider networks.
Daswani continued, “The entire MOSL solution is built upon our commitment to provide a reliable and unfailing communications infrastructure, and the integration of the Sangoma allowed us to deploy an effective customer service-centric solution for MOSL's agents and customers."
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Edited by Rachel Ramsey