Case Study: Zicom achieves faster query resolution and reduced missed calls with Ameyo

Zicom - Customer Case Study

Zicom, a pioneer in electronic security solutions in India, faced high inbound call volumes, slow query resolution, lack of multi-channel interaction and real-time quality monitoring, plus challenges handling after-hours queries. To address these issues, Zicom partnered with Ameyo and deployed Ameyo’s omnichannel contact center tools—including a self‑service IVR, email and SMS channels, wallboard monitoring and office‑hour configuration.

Ameyo implemented the IVR, multi-channel communication and real-time wallboard and office‑hour features, delivering comprehensive quality monitoring and faster case handling. As a result, Ameyo’s solution produced a significant reduction in missed calls, shorter query resolution times, real-time visibility into agent metrics, expanded SMS/email interactions, and improved overall customer satisfaction.

Zicom

Breznitar Bhesania

Head of Customer Service