Ameyo Ipcc Enables Hosted Deployment In Japan For Multiple Call Center Sites In Philippines

PIMS is the call center of IPS - a leading Japanese conglomerate

. With diversified business, PIMS call centers have telemarketing force for Japan, USA and Hong Kong. With three centers in Philippines, they also offers account management and customer support services along with technical facilities at the Makati center. Drishti's IP-based Contact Center Suite Ameyo powers both inbound and outbound processes of PIMS and have been their preferred technology solution for over 2 years now.

As in the words of Jun Cavan, Network Operations Manager, PIMSI - "Drishti has been an excellent technology partner for us. Their solution has helped us expand our call center business while maintaining utmost service quality even with a remote server location. The intelligent features of the Contact Center Solution from Drishti could very effectively handle our highly successful telemarketing and customer support processes. We recommend it as a quality contact center solution."

PIMS handles huge call volumes on a 24X7 basis and required a powerful solution for their operations. Their servers are set up in Japan and connected to the datacenter in Manila. So the CCS they wanted had to support a hosted set up and provide seamless operations across multiple sites within Philippines. This made their evaluation very precise and strict. After evaluating leading contact center solutions, they chose Ameyo IPCC for its extensible and reliable IP-enabled platform.

Forming the core of Ameyo IPCC is Ameyo Development Platform that supports both premise-based as well as hosted deployment flexibilities. Being inherently multi-tier and multi-tenant, the technology platform very effectively supports a distributed contact center setup. Drishti's execution environment gives a telco-grade extensibility and reliability to Ameyo CCS. Service oriented architecture of Ameyo loosely couples the service entities hence accommodating third party integrations very easily.

Elaborating on the special integration and customizations made to the product, M V R Krishna Rao, Head Product Engineering, Drishti Philippines Inc. says "The existing CRM of PIMS was integrated with Ameyo and custom interfaces were developed. Their in-house built soft-phones were also made compatible with the solution. A full-feature communication suite, Ameyo provided PIMS with a special capability of skill-based routing of the inbound customer queries. The customer calls were automatically redirected to most appropriately skilled agent at the center."

Ameyo proved to be a high quality contact center technology for critical business processes of PIMSI. The solution delivered results in minimum time and cost and hence wins the trust of a respected Japanese business house.

About PIMS

Pilipinas International Marketing Services, Inc. (PIMSI) was established in 1999. PIMS is the call center of the entire IPS network (its mother company International Placement Services). With one center in Ortigas and two in Makati, PIMS is an off-shore Contact center of the Japanese conglomerate. Their service portfolio consists of International telemarketing, account management, customer support and technical services.

About Drishti Philippines Inc.( www.drishti-soft.ph )

Drishti Philippines Inc. is a wholly owned subsidiary of Drishti India - a leading innovator of communications technologies for next-generation Enterprises. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe. Since its inception in Sep 2006, Drishti Philippines Inc. has acquired clients in all major cities including Makati, Manila, Ortigas and Cebu. With highly responsive local support and 24 X 7 Help Desk services, Drishti Philippines ensures smooth operations for their clients.

by: Drishti Soft

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