Case Study: Leading Financial Services Group achieves unified, intelligent multi-site interaction management and increased advisor capacity with Ameyo

Leading Financial Services Group - Customer Case Study

Leading Financial Services Group, one of India’s largest brokerage firms with about 400,000 clients across 425 cities and 1,300 locations, faced fragmented systems that couldn’t consolidate customer interactions across Customer Service, Franchisee Management and Investment Advisory. They needed intelligent multi-site routing, priority queue management, outbound broadcasting, missed-call capture and a desktop that let advisors pick high-priority calls — requirements their legacy ACD/IP-PBX setup and outsourced processes could not meet. The client selected Ameyo (DACX™ Ameyo Contact Center Software) to address these challenges.

Ameyo deployed its DACX™ Ameyo suite — including ACD, configurable IVR, blended dialer, voice logger and a customized CRM — implementing need- and skill-based routing for over 400 seats with 3–4 lines per advisor (over 1,400 channels), personalized advisor workbenches with live queue views, broadcast/preview dialing and proactive callback workflows with high availability. The solution enabled advisors to handle far more accounts, capture and act on missed calls, and route customers to preferred advisors, delivering measurable scale (400+ seats, 1,400+ channels), higher customer satisfaction and retention, and increased efficiency and profitability per advisor.