The Australian arm of electronics company Acer has chosen a Drishti Ameyo solution to upgrade its inbound customer service.

cer Australia said it required a solution to handle all interactions from customers and its wide-spread channel partner network by providing the right information to its agents in a unified screen for fast query resolution. "We were looking for a solution that could integrate with our backend system to provide appropriate information to agents, thus maximising their productivity, something which our previous solution was not forthcoming with," said Acer's Dan Balachandra.

Acer says the new solution provides the company with enhanced agent productivity, real-time monitoring of performance levels and allows management to make changes when required. "Providing our customers and channel partners fast and quality support can be a daunting task if our agents have to access disparate applications at the same time," Balachandra said. "Dristhi provided us with a comprehensive technology that integrated seamlessly with the ticketing system of the back-end CRM, and displaying a unified interface to our agents."

Garuda Indonesia will introduce the Amadeus Altea Customer Management Solution to upgrade its airline passenger service processes.

The solution will manage Garuda Indonesia's domestic and international reservations, inventory and departure control processes. "Upgrading to Amadeus' cutting-edge technology will enable us to further enhance our existing customer service offering, introduce more automation and flexibility for our customers and help us refine our customer-facing business processes," said Garuda Indonesia's M. Arif Wibowo.

"Today, technology is a critical component of an airline's infrastructure, and the Amadeus Altea system will ensure we remain competitive with world-class airlines in the region," he said. The technology upgrade is part of the Garuda Indonesia Quantum Leap program, which has seen the airline modernise and expand its fleet with new A330 and Boeing 737-800 aircraft, relaunch services to Europe and also announce its intention to join the SkyTeam global alliance.