Category: Contact Center
Customer: Shell Transource
Partner: Drishti-Soft
Solution: Ameyo
Featured Sangoma Product(s): A104DE, A102DE
The Customer
Shell Transource is one of the top BPOs in India offering an array of services that covers ITeS, BPO, KPO and other non-voice business processes, like data capture, digitizing and warehousing, human resource outsourcing and logistics. Day-to-day operations of Shell include imparting world-class contact center services for their outsourcing client base. These include inbound, outbound, as well as blended voice operations and services, such as document acceptance, scanning, data capture, check point verification and document retention. Servicing fifteen of the country’s leading banks and NBFCs, Shell Transource has a strong focus for the BFSI segment. The BPO services major Telecom companies with a combined market share of 30% delivering a full range of services.
The Challenge
Leading BPOs have realized that the needs of the domestic market are different from the needs of the international market. The domestic market requires deep domain expertise coupled with superior technology in order to deliver superior value-added service in, while managing costs and maintaining profitability, while also managing small margins in an extremely competitive market.
While, the industry-leading call center technology vendors have been very successful addressing the needs of the international market, their solutions are often cost prohibitive for the domestic market. Domestic BPO’s must deliver a solution that is not just affordable but can also ensure a diverse and innovative delivery model and help implement a SLA-driven approach to ensure repeat business.
“Shell Transource is a premiere customer for Drishti. Personally, I take this case as a big achievement since the quality standards expected from the Shell Transource team were nothing less than the very best. In fact, Shell Transource was skeptical initially about our products and whether we would be able to deliver. They had started their domestic operations using previous solutions but were looking one that could deliver better value in challenging domestic markets. We evaluated Ameyo on the same platform as their existing industry-leading solutions and found it to be perfect for their processes and chose Ameyo for three locations simultaneously.” – Girisha R, Sales Manager, Drishti-Soft.
The Solution
Shell Transource has been delivering quality BPO services to a host of leading Indian and international clients in a variety of vertical markets including aviation, finance, banking, insurance, logistics, telecom and taxation – both in non-voice and voice processes. To service the stringent quality needs of such clients, Shell Transource required an industry-grade robust technology solution. Award-winning IP-based communication suite Ameyo was selected for this demanding environment.
“We were particularly impressed by the easy management of Ameyo. The solution simplified complex operations and management processes. The user interfaces have been designed from the end-user perspective and make the functionality much quicker.”
S. Sakthivel Murugan AGM-IT, Shell Transource
Ameyo IPCC gave Shell Transource complete customer interaction management capabilities in a single solution. The powerful outbound dialing module of Ameyo increased the contact rates significantly. The IVRs and strong routing capabilities of Ameyo added value to customer support processes of Shell Transource. Ameyo delivered high uptimes of the order of 99.99%, ensuring business availability for the critical client processes of Shell Transource BPO.
The Partner
Drishti is a leading provider of Contact Center Software and Enterprise Communications 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), 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 the way for a structured growth. 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.