 "iYogi Launches Digital Service Cloud")
iYogi a global provider of software and technical support services has launched a cloud based solution that drives service innovation through support automation and customer experience management. With iYogi’s ‘Digital Services Cloud’ (DSC), telecom companies, OEM’s, technology retailers and BPO companies can address new opportunities and generate revenue, while enhancing customer experience and reducing costs.
“Digital Service Cloud has a proven capability to increase customer lifetime and value, and can generate operating income between USD 15 and USD 20 for every customer interaction. By using Digital Service Cloud telcos, technology retailers, OEMs and global service providers or BPO companies can not only use support as a channel for new revenues, but also expand their business by adding tech support services, the market for which is estimated at USD 100 Billion globally and at least INR 20,000 crore in India.” said Uday Challu, CEO and Co-founder of iYogi.
“Since Digital Service Cloud is a SaaS solution, it’s very easy for any organisation to integrate it with its existing contact centre infrastructure. It’s highly scalable and secure, and can help companies transform the customer support process, and their business. Service innovation built into the platform puts the end customer in control of how and when they want to access support,” he added.
iYogi has more than 2.5 million users, and has serviced more than 13 million technical support incidents in the last six years. At 93 percent the company’s customer satisfaction rates are among the highest in the industry. Digital Service Cloud is what lies at the core of the iYogi service offering, and now the company is offering it to other companies as a hosted solution.
Digital Service Cloud Benefits:
Superior customer engagement: It is a hosted, scalable, multi-geography, multi-lingual, multi-currency solution for contact centers. It allows contact centers to provide personalised support through multiple touch points, by enabling collaboration between technicians with different skills sets through the cloud.
Comprehensive support automation: It provides high quality proactive and preventative support automation across a broad range of technologies through asset management, monitoring and intuitive logic of smart tools. The platform is powered by the most comprehensive knowledge base and library of automated resolutions that can be applied for multiple operating systems, over 500 software applications, 35 hardware device types and over 15 peripherals.
- Revenue generation: It allows business to realise new revenue opportunities by selling premium support services, and monetising of out of scope opportunities. The platform is designed to enable up selling and cross selling of new products through predictive customer analytics and integrated ecommerce.
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