“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 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. At 93% 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 personalized 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 realize new revenue opportunities by selling premium support services, and monetizing 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.
Notes to editors:
About the Digital Service Cloud
Digital Service Cloud is the foundation of the iYogi service, and 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.
The market for cloud applications
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.
iYogi is a global on-demand services company that provides software and comprehensive tech support for consumers and small businesses in United States, United Kingdom, Canada, Australia, GCC states and India. iYogi's proven global delivery model, including proprietary Digital Service Cloud and highly qualified technicians, is designed to manage the increasing dependency on complex technology for consumers and small businesses. Major resellers and technology companies are turning to iYogi to improve customer satisfaction, reduce return rates, and deliver a compelling new-value added offering to customers. For more information on iYogi and a detailed list of technologies supported, visit www.iyogi.com