Category: Contact Center
Customer: Motilal Oswal Securities Limited (MOSL)
Featured Sangoma Product(s): A108
While all businesses must keep a close eye on customer satisfaction and delivering reliable services, this situation is particularly true in the financial services sector, where immediate access to information can have dramatic and long-term financial impacts to customers. This dynamic puts a strain on the contact center, which must nimbly direct incoming callers to the right agent, each and every time.
Wealth management, brokerage services, and financial planning can be time-intensive and expensive services to provide, with many modern trading and financial services firms working on a 24×7 basis to satisfy client demands. Not only are the consumers of these financial services becoming increasingly savvy, they are also attuned to the nuances of trading markets, and often need instant access to an agent in order to make the most of their insight or intuition.
Motilal Oswal Securities Limited (MOSL), headquartered in Mumbai, is one such financial services firm that clearly understands the importance of ensuring unfettered and timely access to its financial agents. Growing from a two-man operation in 1987, MOSL boasts over 1,600 team members in offices spanning India, and has a client base of nearly 750,000 individuals and businesses. At certain times, call volume to a single branch can occupy all the local team members. To meet these demands, MOSL required a solution that could seamlessly distribute calls to available agents in other offices to keep business flowing and customers happy.
While in many parts of the world, call distribution between offices is done using Voice over IP (VoIP) and broadband data network access, regulatory constraints in India require that interoffice connections be made over the PSTN–regardless of whether the local PBX is a legacy TDM or VoIP platform. To complicate matters, MOSL had a wide range of telephone endpoints within its headquarters facility. These included analog telephones, IP phones and proprietary digital PBX-based phones, and each of them required access to the PSTN for inbound and outbound calling.
The ease of integration of the Sangoma boards with the Ameyo software, extraordinary product quality, and the expertise of the Sangoma support team all contribute to Ameyo being a world-class platform.
Project Manager, Drishti-Soft
MOSL required a technology solution that would not only unify the disparate types of phones, but would also integrate call distribution and customer service applications, and manage the call load to ensure customers had timely access to agents. Furthermore, critical customer service data and agent resource information had to be managed to ensure that regardless of the physical location of an agent, he or she had real-time access to pertinent account data when the call arrived at their station. In short, they needed a world-class contact center solution that could blend technologies as well as agent contacts.
Drishti-Soft, a telecom solutions provider based in Gurgoan, India installed a server-based multi-services platform that could not only address the contact center needs of MOSL, but also efficiently manage the high volume of PSTN connections required to support the company’s client call volume. Its Ameyo solution provides a full-featured contact center environment comprised of Ameyo Call Server and Ameyo Application Server elements. These components interact to ensure coordinated call and information routing that enables agents to address customer needs regardless of caller or agent location.
The Ameyo Call Server acts as the central management hub for all call activities at the major MOSL sites. It interfaces with IP phones, analog-to-IP gateways, and legacy PBX platforms to normalize call handling regardless of endpoint type. Looking outward to the PSTN, the Ameyo Call Server manages all inbound and outbound calling trunks.
Installed in multiple branch offices of MOSL in Mumbai and Delhi, the Ameyo platforms work in concert to manage call distribution across locations. The Ameyo solution also enables centralized management of contact center applications. The interworking of the Ameyo Call Servers at the various locations enables the efficient support of the local calling access that is important to clients while balancing agent access loads to ensure timely connection of each customer to an agent regardless of location.
In order to support multiple redundant 30 channel PRI spans to the PSTN from each site, Drishti relies on Sangoma Technologies for its highly-regarded 8-span E1 digital telephony interface boards.
“One of the challenges we faced in the MOSL architecture was the need to maximize the number of EI PRI terminations in a single server without consuming more than one board-slot,” said Kishore Daswani, Drishti-Soft product manager.
“The Sangoma A108 Digital 8-span digital telephony board not only provided us with unmatched density in a single server slot, but the auto configuration and detection features made installations extraordinarily simple and efficient.”
According to Sangoma’s director of product management, Frederic Dickey, “Sangoma not only engineers products for reliable service, but we place an enormous emphasis on facilitating integration with solutions from innovative partners like Drishti-Soft. Easy to use APIs and functions that speed configuration with PTSN facilities help ensure that the solutions install smoothly and speak the local PSTN language in any given market.”
“The entire MOSL solution is built with our commitment to reliable and unfailing operation of the communications infrastucture,” concluded Daswani. “The Sangoma boards provide a rock-solid foundation for the critical-path connection to the PSTN. The ease of integration of the Sangoma boards with the Ameyo software, extraordinary product quality, and the expertise of the Sangoma support team all contribute to Ameyo being a world-class platform that ensures MOSL is able to serve its clients without any worries about its communications platform.”
The multi-site solution deployed across the MOSL offices not only provides seamless call distribution that improves the efficiency with which client calls are answered, the Ameyo call managers and contact center application servers ensure that critical client records are available to any agent that receives a call. In addition, MOSL was spared the cost of replacing telephone sets through the flexible integration of existing endpoints including analog, IP, and proprietry PBX-based devices. And the result for MOSL is more happy clients receiving timely and responsive service.
Headquartered in Gurgaon, India, Drishti-Soft is an innovator of Contact Center Software and Enterprise Communications Applications that operates from multiple regional offices in India (New Delhi, Mumbai, Bangalore, Kolkata, Chennai) and the Philippines. A long-time distributor of Sangoma products, Drishti-Soft consistently delivers futuristic and effective communications applications to customers throughout the Asia-Pacific region. Call center solutions from Drishti-Soft power millions of inbound, outbound and blended interactions across the globe.