As one of the distinguished insurance firms, they wished to automate their customer service process and also possess a technology that would bear all the necessary call centre functionalities which were absent in Nortel’s PBX they were using before. Drishti’s AMEYO fulfilled their business yearnings by offering them with it’s unique features such as the advanced IVR, the ACD and the Voice Logger. It also enabled reporting through which they were now able to analyse and examine calls.
As uttered by Mr Srinivasan, Manager, Medical Claims Department, “We are one of the first and largest Omani life insurance companies in the Sultanate of Oman. Our aim is to provide financial security and assistance to our valuable customers for which we sought for a technology that would support us in reaching out to our customers with a helping hand to offer them with our best assistance and service. Drishti’s all-in-one CIM solution AMEYO, paved the way for us in automating solutions to our requirements. It endowed us with features like IVR, ACD and for our inbound traffic, which we were devoid of while using the traditional PBX. With the help of reports and voice logging generated through AMEYO, we have been able to monitor our execution of business process, consequently expanding our presence and attaining our business goals.”
With AMEYO’s IVR the segregation of calls were possible wherein customers were carried to the respective departments and they received quick responses to their queries. The Voice Logger feature of AMEYO maintained voice logs on interactions executed between customer and agent which enabled them take steps to improve their service quality further. In addition to these features, AMEYO also offered them with the provision to create reports on the calls which the traditional technology they used was unable to. This feature kept a track on the number of calls attended as well as the calls dropped. National Life & General Insurance observed a substantial transformation in its business maneuver through AMEYO.
About National Life & General Insurance:
National Life & General Insurance is one of the First and largest Omani life insurance companies in the Sultanate of Oman. They are an ISO 9001:2008 certified by British Standards Institute (BSI). Being the renowned insurance firm they deal with comprehensive range of innovative life insurance products and are reliable, secure and prompt with settlement of Insurance Claims.
AMEYO is the flagship solution from Drishti for complete CIM. It has been designed to add value to the businesses and pave way for a structured growth. AMEYO customers enjoy significant increase in efficiency levels, reduction in operational costs, flexibility, consistent user experience and a demonstrable ROI.
Drishti is a leading provider of Contact Center Software and Enterprise Communication Applications. Drishti offers communications solutions that empower enterprises to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration)