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[April 26, 2012]

Ameyo enhances customer interaction processes of growing Bangladesh ISP

NGGL chooses the Ameyo solution as the backbone technology to improve overall productivity Gurgaon, April 26, 2012 – Ameyo solution delivers improved productivity for telemarketing and customer service processes of NGGL. The latter provides internet services to subscribers in Bangladesh amongst other services in its portfolio.

Speaking about the solution, Saud Imran, Director IT, NGGL says “Our business is growing at a fast speed and it presented us with interesting challenges in servicing our customers. Requiring high-productivity through numerous interactions consisting of customer service and reach-out activities was critical for our business. We needed a solution that would provide our agents with access to customer information and enable them to respond quickly on a single interface. Drishti and GPIT provided us with the Ameyo solution which was feature-packed and automated our entire process from start to finish. The deployed solution provided us with blended capabilities, and allowed our agents to interact with customers in both inbound and outbound process at the same time. Additionally, the CRM integrated with our backend system, displayed the right information and provided our agents with a unified interface, thereby increasing their productivity.” Businesses are now increasingly focused in ensuring that customer experience is of the highest level and every call whether inbound or outbound should leave the customer satisfied. As well, process efficiency and business intelligence are crucial for market facing companies where technology takes centre-stage. The right technology platform is essential to integrate business process flows and provide end-to-end solutions, enabling management of processes as well ongoing enhancements in efficiency and business intelligence.

Being a service provider, the billing technology is the central part of the system and is referred most by agents while on interaction with customers. An integrated system, with Agents having quick access to important information related to customers was one of the key requirements at NGGL. Ameyo implemented a unified interface for agents to efficiently address customer issues and engage in reach-out campaigns. The setup comprises all-in-one solution for Customer Interaction Management including IVR, ACD, Logger, Predictive Dialer and Quality Management.

About NGGL: New Generation Graphics Limited provides a portfolio of services including wireless internet service in Dhaka, Bangladesh. The company delivers next-generation technology to subscribers for fast data connectivity. NGGL aims to provide quality products with a quality network as well as excellent customer service exceeding customer expectations.

About GPIT: Grameenphone IT Ltd. is the leading and the fastest growing IT company registered with the Registrar of the Joint Stock Companies and Firms of Bangladesh under the Companies Act 1994. It is a subsidiary company of Grameenphone Ltd. which is the largest mobile operator company in Bangladesh with more than 30 million subscribers. It provides end to end IT solutions which are unsurpassed in value and quality for Bank, Financial Institute, FMCG, Pharmaceuticals and Telecom Industry. They have proven capabilities in driving initiatives to surge forward a nation's technological development.

About Drishti: 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, and SaaS. Cutting-edge technologies from Drishti have been designed to add value to the businesses and pave way for a structured growth.

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