Services -> Outsourcing
Released: 22nd April 2013
Techno Brain BPO / ITES is a leading IT company. It offers various services tailored to the global outsourcing industry and provides a broad range of services using its global delivery platform. They pride themselves for bringing a rich vein of expertise in the BPO circuit. The outsourcing firm has now deployed AMEYO as its technology solution to streamline their business and increase productivity.
Techno Brain aimed to boost and raise their outsourcing services and provide their clients with the best offerings. They however, came across certain business challenges which they wanted to address since they were causing hindrances in achieving their goals. The Legacy PBX that they were using initially prevented them from streamlining their operations and failed to offer them a single centralised platform to handle calls. They also faced the problem of supervision, quality monitoring and comprehensive reporting. To resolve these challenges, they wanted a solution which could resolve these complications and enable them overcome the obstacles.
In reference to this, Mr. Lakshman M., Director, Techno Brain BPO ITES Limited says, "Our main objective is to promote and enhance outsourcing services by deriving the utility of African markets. With our well-developed Information and Communication Technology infrastructure, we aim at ensuring maximum protection for our clients' data. However, due to the lack of a robust and versatile technology, we confronted some business challenges which we wanted to be checked. The hardware solution that we were initially using did not allow us to secure data and fetch reports on our daily executions. There was also no way we could gauge the agent’s productivity. We were therefore in search of a solution that would provide us a unified platform for quality monitoring, supervision as well as handle calls. AMEYO from Drishti, suited our business needs as it offered us with features like Blended agents, Reporting, IVR, CRM and Voice Logger which helped us address our business obstacles and operate without any hassle”.
Gurpreet Singh, Business Manager - East Africa says, “The Kenyan economy is thriving, driving successful financial services and telecommunications firms. Kenya is rapidly becoming a regional economic hub, attracting both multi-national companies and non-governmental organisations to augment national champions. This growth has been built on economical and good quality labour, an attractive social environment and excellent connectivity with major world-wide hubs. As a result of this success, the BPO sector in Kenya is expanding rapidly with a large increase in the number of companies and seats. Therefore, working with local technological giants like Techno Brain BPO/ITES Kenya Ltd, increases your reach in the market across the continent and helps you attract customers both from within Kenya and across Africa.
Drishti provided Techno Brain BPO ITES Limited with the unique IVR workflows for each of their multiple processes. They were also benefitted with features like Reporting and Voice Logger. They were able to configure their own reports as well as view real-time and historical data. Recording conversations conducted between agents and customers limitlessly became feasible along with keeping a track on their day to day activities. Besides these advantages. AMEYO implemented a standalone solution for them inline with their requirements in the BPO industry.
About Techno Brain BPO / ITES:
Techno Brain BPO / ITES Ltd. located at the hub of East Africa's business community in Nairobi, Kenya started its operations from October 2006.Techno Brain BPO / ITES combines world class Technology, Process Skills, Analytical Capabilities and Expertise to meet the clients’ requirements round the clock and provide a broad range of services using its global delivery platform. Techno Brain BPO / ITES provides integrated IT outsourcing services and solutions to many of the local and International companies that span over a wide range of domains including retail, insurance, mortgage, banking & financial services, healthcare, telecommunications, technology, travel and hospitality.
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 offers communications solutions that empower enterprises and contact centers to dynamically manage Business Processes, Interactions, Workforce and Service Levels on emerging Unified Communications (IP Telephony, Unified Messaging, Conferencing, Presence Management, and Application Collaboration), SOA (Service Oriented Architecture), and SaaS (Software as a Service). Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth.
Published by: IT Analysis Communications Ltd.
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