iYogi, the help desk and tech support services provider, is looking to drive service innovation through a new cloud-based service that offers customers support automation and customer experience management. The new Digital Service Cloud targets telecom companies, OEMs, technology retailers and BPO companies to address new businesses opportunities and revenue generation while also enhancing the customer experience.

With a history of providing remote technical support services, iYogi is an India-based company with offices and customers around the globe. The company has not been a strong player in the cloud -- instead focusing on more traditional support services.

The launch of Digital Service Cloud puts the company into the cloud services business, but instead of focusing on the end-user customers, it's presenting its service to other services providers and those in the channel. According to iYogi, though, the new cloud service is based on technology the company has been using and working to perfect for the last five years.

"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 $100 billion globally," said Uday Challu, CEO and co-founder of iYogi, in a prepared statement.

Deper Details

Basically, the cloud service offering is based on iYogi's internal automation and customer experience management software. The new service, iYogi claims, includes:

  • A hosted, scalable, multi-geography, multi-lingual, multi-currency service for contact centers, allowing them to provide personalized support through multiple touch points by enabling collaboration between technicians with different skills sets.
  • Proactive and preventative support automation for a variety of technologies using asset management, monitoring and intuitive logic of smart tools. It supports more than 500 software applications, 35 hardware device types and more than 15 peripherals.
  • The core of the offering is enable businesses to sell premium support services and monitize out-of-scope opportunities. The platform was developed to enable up-selling and cross-selling through predictive customer analytics and integrated ecommerce.

Delivered via the cloud, the tool should enable the channel to provide automated services to customers similar to the ones iYogi already delivers.