iYogi, a 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 $15 and $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 organization 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.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 is currently deployed across 12 centers in India, Philippines and United Kingdom. More than 5000 tech experts use the Digital Service Cloud today to serve users across 10 countries. It facilitates automation and collaboration across multiple skills, competencies and delivery models (remote and onsite), and also allows the company to capture and replicate learnings from every request that is serviced, leading to continuous innovation and improvements in the quality of service delivery. Digital Service Cloud’s hosted solution can be deployed across multiple contact centers, and with its embedded processes and best practices the platform offers out-of-the-box integration with existing systems including ERP, telephony and analytics.
As per Forrestor Research, the market for cloud applications is expected to touch over $250 Billion by 2020, with the India market estimated at $800 million according to Zinnov Management Consulting. iYogi’s Digital Service Cloud aims to harness this global opportunity.