Leading Indian innovators of communications technologies Drishti-Soft has added live chat capability to their flagship Ameyo contact centre solution, enabling real-time interaction between agents and customers .
Ameyo Chat 2.0 offers collaboration within the team or mass online messaging (based on triggers/alerts/events) to the prospect/customer. Enterprises can integrate live chat to their websites and configure the chat requests to be routed to the agents at their contact centre. The enhanced Chat tool enables use of the same voice agents as chat agents. With complete logging of chat sessions, custom reports can be fetched and can be used for devising marketing strategies based on most frequented issues in agent-customer interactions.
Says Sachin Bhatia, Business Head, Drishti-Soft: "Customer interactions today are much more advanced and complex. With multiple communication channels at the discretion, it has become increasing important for next gen businesses to integrate their customer contact processes with new-age facilities like live chats. A tool that can provide monitoring & controlling of the web-sessions of the customers can be a real value-add. You can turn your agents into super agents by adding ability to collaborate with the customers for a co-browsing session and suggesting the right product giving an edge to end-customer experience. Drishti's Ameyo Chat 2.0 is a step towards future of business communication."
The new improved Chat tool is integrated with the Ameyo Agent Workbench to provide a unified interaction interface. The campaign managers can assign same agents to voice processes as well as chat sessions. They can also create custom routing policies for the chat requests received and designate the chat agents accordingly. Multiple concurrent chat sessions and re-routing of a chat session to another chat queue of a subject matter expert for better query resolution is also possible.
January 18 2011