Case Study: Gati Limited achieves unified backend integration and real-time analytics with Ameyo

Gati Revamps its Customer Service by Upgrading Operational Flexibility with Ameyo

Gati Limited, a leading Indian logistics and supply chain company, faced a need for greater flexibility in handling customer interactions, tighter integration with backend applications, improved supervision and customizable reporting. Ameyo was engaged to address these challenges with its SOA- and MDA-based contact center solution, delivering features such as IVR/CRM integration, blended agents, dashboards, wallboards and tailored reporting.

Ameyo integrated Gati’s backend at both IVR and CRM levels to provide a single-screen view, implemented priority-based routing, enabled blended agents with a single login for inbound/outbound calls, and deployed supervisor dashboards and real-time wallboards plus customizable reports. As a result, Ameyo gave Gati consolidated information access, real-time analytics for management, improved call-handling flexibility and enhanced supervision—streamlining operations and supporting faster, data-driven decisions.

Gati Limited