BPO Asia is a promising outsourced contact center having deep experience in telemarketing and customer support processes for local enterprises and call centers in Malaysia.
The major challenges BPO Asia was facing were linguistic and agent skills management. Malaysia being a multi-cultural and multi-linguistic society includes English, Chinese, Malay and Tamil speaking locals. In addition the agent workforce is also segmented based on their command on the language.
Senior team of technology professionals at BPO Asia evaluated multiple contact center communication solutions. They were aware of the technological challenges and how technology plays a crucial role in success of businesses. After much research, they selected Drishti's Ameyo.
As in the words of Ken Wong, VP Operations, BPO Asia - "BPO Asia is very particular about quality of experience extended to our clients. We were evaluating the right technology and tools for us, to implement an intelligent customer interaction management solution and found Ameyo a perfect fit. The IP and Software-based contact center suite was feature-rich and flexible enough to meet our specific business needs of skill-based routing and quality management which are very important for multi-cultured and multi-lingual country like Malaysia. We are now able to make sure that customers get to talk to the best available agent to handle the interaction thereby enhancing the overall experience."
Drishti in partnership with Microtel Technologies, Malaysia implemented the required integrated solution in record time. Sachin Bhatia, Co-founder and VP Business Development at Drishti says "Ameyo is specifically designed to meet application collaboration needs of next generation enterprises that prioritize customer experience and process efficiencies. Speed of execution forms our USP for the same."
Drishti sees great market potential in Malaysia and finds Microtel Technologies - a respected technology provider in Malaysian contact center industry, a perfect partner for an advanced communication solution. This association has delivered value to major contact centers in Malaysia and strives to repeat as well as continue their success in the entire APAC.
About BPO Asia:
BPO Asia is a leading outsourced call center in Malaysia with expertise in telemarketing and customer support services for local enterprises.
About Microtel Technology:
Microtel Technology is a professional communication solutions provider for call centers and related industries. Their product range includes headsets and interfaces, telephony, wireless communications as well as complete contact center suites.
About Drishti ( www.drishti-
Drishti-Soft Solutions Pvt. Ltd. is 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 with well-appreciated increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI.
