CAMS Chooses Aspect To Create Omni-Channel Experience

by CXOtoday News Desk    Aug 11, 2017


Computer Age Management Services Pvt. Ltd. (CAMS), one of India’s largest Mutual Fund transfer agency serving the Indian Asset Management industry for over two decades has upgraded its contact center technology with Aspect Unified IP for advanced routing, proactive contact, and agent empowerment capabilities for its in-bound and out-bound services.

Aspect CXP will simplify the process to design, implement and deploy customer contact applications across multiple communication channels like voice, text (IM, SMS, USSD), mobile web, social networks like Twitter and smartphone applications. Unlike stand-alone BPO style contact centers, CAMS’ multi-locational, multi-lingual contact center services are an integrated component of the overall offering to the Mutual Funds service canvas of managing investment life cycle.

Briefing on the migration to the new technology, Anuj Kumar, COO - CAMS, said, “Contact center technology ramp-up with Aspect is yet another testimony to our focus to provide world-class services to Mutual Fund investors by making continuous investments in superior technology. CAMS contact center service has grown manifold in Agent FTEs and client base and is becoming core to our business with expanding into out-bound campaign management. Aspect technology seamlessly met the complex integration requirements with our core Mutual Fund platform and will help bring improved efficiencies and capabilities to our service stack.”

Aspect has a long history of expertise, from first ACD in 1973, and today Aspect solutions powers 1.4 million agents worldwide and supports over 100 million daily customer interactions.

“The Mutual Fund industry in India is witnessing unprecedented growth and this momentum is expected to continue. And it is the need of the hour to deploy technologies which are simple yet powerful for rapidly scaling service-oriented business. We are glad that we have enabled CAMS with a simplified, reliable architecture capable of delivering unmatched services to investors. In this journey, we engaged CS Infocomm, Aspect Strategic Partner, with many years of experience in smooth roll-out of similar projects,” said Manish Bajaj, Country Manager, India and Middle East, Aspect Software. He further added, “Working with CAMS has been a unique experience as CAMS engages both, their enterprise partners and retail customers, with the same importance.”

CAMS serves over 63% of assets of the industry across 15 Mutual Funds. Leveraging superior technology, CAMS brings several innovative services to Mutual Fund investors and distributors. Besides Mutual Funds, CAMS Group is a service partner to leading insurance companies, banks, NBFCs and alternative investment funds.