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Published on December 11th, 2012 | by Alexis Argent

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Sangoma Boards Enable Effective Multi-Site Financial Services Contact Center Operations

Drishti Soft Employs Sangoma Boards in Ameyo Platforms to Improve Customer Service Efficiency and Customer Satisfaction

Customer service is the backbone of any service-based business, but it’s particularly critical to the financial service industry, where customers seek immediate access to information that can have a dramatic long-term financial impact. With information access more readily available than ever before, and an increasingly educated clientele, financial service firms must now provide 24/7 contact center customer service to meet the demands of customers. Motilal Oswal Securities Limited (MOSL), an India-based financial services firm, required a solution to provide unfettered and timely access to its call center financial agents from its various offices across India to maximize efficient customer access to its 1,600 team members located throughout the country.

Serving some 750,000 clients, MOSL sought out Drishti-Soft, a Gurgoan, India-based leading telecom solutions provider, to develop a world-class server-based multi-services platform to address the multitude of technical, regulatory, and customer service demands that the company faced for seamless call distribution throughout the company’s many sites. Drishti-Soft installed its Ameyo Call server solution to act as a central management hub for all call activities at key MOSL locations. In order to support the multiple redundant 30-channel Sangoma PRI Cards spans to the Public Switched Telephone Network (PSTN) from each site, Drishti-Soft tapped Sangoma Technologies for its highly-regarded 8-span E1 digital telephony interface boards.

Sangoma’s boards provided a rock-solid foundation for the critical-path connection to the PSTN,” said Kishore Daswani, project manager at Drishti-Soft. “The ease of integration between the Sangoma boards with the Ameyo software, the extraordinary product quality, and the expertise of the Sangoma support team all contribute to Ameyo’s reputation as a world-class platform that ensures MOSL is able to serve its clients without any worries. The entire MOSL solution is built upon our commitment to provide a reliable and unfailing communications infrastructure, and the integration of the Sangoma Asterisk Cards  allowed us to deploy a highly-effective customer service-centric solution for MOSL’s agents and customers.”

Sangoma’s industry-leading solution portfolio enables the interworking of a wide variety of disparate TDM and IP networks, clouds, protocols, services, devices, and applications. Its portfolio includes award-winning voice and data boards, transcoding and gateway software, and standalone gateway appliances, designed for simple integration with open source and closed source IP PBX applications, contact centers, unified communications systems and service provider networks.

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