PRZOOM - /newswire/ -
Gurgaon, Haryana, India, 2010/03/04 - Drishti-Soft Ameyo (Expert) is an all-in-one Contact Center Software - launches a brand new browser-based agent interface - Ameyo Web Access 2.0.
The call center agent follows a very strenuous and monotonous work pattern. Equipping the agent with the right tools in a single-click access would definitely reflect on the overall agent performance. Agent screen should be an effective presentation of all important information as well as call handling controls. However, the challenges faced by call center agents in terms of web-interface are - clustered designing; irrelevant icons thrown in and less space left for key telephony functionalities and CRM data. This creates confusion for the already fatigued agent.
"The new Ameyo Web Access 2.0 platform has been designed to utilize every pixel of the agent screen in the most optimal manner. Ease-of-use and comprehensive functionalities have been taken as the key focus areas while engineering and designing the application. Call controls, callback management, presence information, agent statistics, campaign statistics, CRM screen and knowledgebase have been presented in a single-click access manner to uncomplicated the usage of various functionalities." - says Deepak Saklani, Designer at Drishti Labs.
The Ameyo Web Access 2.0 agent workbench includes a more optimized display of telephony controls to create more space for business specific information for the agent via knowledgebase and CRM screen. The agent is better equipped with real-time and detailed information in a single screen view and can handle a customer more effectively. The agent workbench also includes call status details showing the details of last call dialed/ attended by the agent.
Self assessment sections of Ameyo Web Access 2.0 are powerful tools to improvise on agent performance. These include Call summary of the agent Vs entire campaign on hourly or shift basis and also call statistics showing the agent score on various parameters as compared to the average score of the campaign. The agent can analyze his individual performance in comparison to the overall campaign and narrow down to his problem areas. To further facilitate this, the agent can click on the call history and listen to or download his voice logs to realize the actual point of improvisation so that he can appropriately optimize his efforts and perform better.
Such advanced functionalities provided to a call center agent not only add to his skill-set but also simplify the agent's job. With a host of automations and self-analysis tools available at just a click, the agent functions as his own supervisor and adds to the overall campaign performance. Hence, Ameyo Web Access 2.0 can be a call center agent’s buddy, assisting and motivating him to perform better.
Drishti-Soft Solutions Pvt. Ltd. (drishti-soft.com) 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.