Ameyo - the award-winning Contact Center Suite (CCS) from Drishti-Soft encompasses Agent Greetings features that helps reduce the monotony in agent pitch. In a call center, an agent usually takes approximately 200-300 call per day. The initial pitch for each call remains the same with the agent introducing themselves and their department to the customer.
Ameyo CCS allows individual agents to create and preset their own personalized agent scripts to be automatically played as soon as the dialer connects a live call to him/ her. This feature finds application customer care processes where the customer call for queries and support issues. The initial agent greeting usually remains the same in both cases. By recording the pitch and uploading it to the IVR, the agent can save up on the energy and time invested in repeating the same lines over and over again.
In a typical call center environment, with millions of simultaneous customer interactions going on, medical problems like increased stress levels and throat infections are not uncommon. Due to monotony in customer queries and continuous exposure to telephony vibrations, agent stress levels reach far beyond the acceptable levels. If a simple automation can help reduce at least the initial stress, call center agents would definitely welcome it. Ameyo Agent Greetings answer this problem effectively.
Ameyo provides a custom CRM interface for the agents where the agent is given the provision to record their personalized scripts and upload it to the IVR as per Supervisor's discretion. These scripts could be agent greeting as well as some marketing message the agent has been asked to repeat to each customer as a part of some ongoing campaign. Even if the agent is low on energy due to a stressful day or some health issues, the customer gets to hear a cheerful greeting from the agent end. This ensures superior customer experience.
About Drishti :
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.