Contact Center Solutions Industry News

TMCNet: Ameyo helps leading Telecom provider achieve next level in customer care

[January 25, 2010]

Ameyo helps leading Telecom provider achieve next level in customer care

Beam Telecom- a leading Telecom and ISP provider from Hyderabad chooses Drishti’s Ameyo Contact Center Suite as the technology powering their customer care unit. The telco began with an initial requirement of a 30-seat call center that would handle the customer service segment including queries and tech support. However, Ameyo’s advanced capabilities helped them realize a new level in customer care that translated to increased business for Beam Telecom.

Having a service portfolio of stand-alone and integrated Data, Voice, Entertainment and Security services, Beam Telecom serves home users, SME users and large corporate. The queries and technical issues from each segment vary as per their individual usage and service pack provided. The internal processes at such Telecom and ISP set-up include a sales team looking after the customer queries and new customer acquisitions, implementation team that coordinates with end users at installation and technical issues levels and the accounts team that handles the customer accounts. Management of the internal business processes and adding value to customer experience is the key issue any company wishes to address.

Beam Telecom already had a BSS Solution handling service activation/deactivation, billing and collections management. As in the words of Sandeep Singh, Engineering Team, Drishti-Soft “The technical challenge for Ameyo was to get an operational understanding of the process flow of the billing system and merge it with the customer support process. We integrated Ameyo with their existing system and enabled customer profiling for new as well as existing customers”. Besides customer profiling, priority based routing of some important customers ensured superior customer experience. The IVR component of Ameyo supported office hours and holiday notification messages so as to direct the customer about right agent availability.

Subram Kapoor, Executive Director, Beam Telecom says – “Beam Telecom figures in the list of India's Top 10 Largest Stand Alone ISP's. We have been constantly evolving and improving our service and support to our customers. One such evolution saw us deploying the Ameyo Contact Centre Platform. Ameyo being scalable and easy to deploy, has helped us to offer an improved support experience to our subscriber base and continues to add value to our business on a day to day basis.” A full-featured solution like Ameyo proved to be much-more capable than just a call center software and helped Beam Telecom establish an advanced customer support system. Customer calls could be more intelligently handled and cross-selling and up-selling opportunities could be generated. As Beam Telecom extracted best use of a quality solution, their business witnessed continued growth and a deeper market penetration with word-of-mouth publicity from satisfied customers.

About Beam Telecom: Beam Telecom is a Hyderabad based leading stand alone Telecom, Cable and Internet Service Provider. They serve home users, SME users and large corporates. They also provide customized internet and networking solutions by integrating data, voice, entertainment and security services with consumers across diverse industry segments. Beam Telecom has shown exponential growth in the twin cities of Hyderabad & Secunderabad and is an established and well-respected brand name for internet services in the state.

About Drishti-Soft: Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation enterprises, empowering them to dynamically manage their business processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.

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