March 2022
Enhanced Customer Search
Agents often need to search for customers based on secondary attributes like credit card or account type, home network, etc. In case of such a customer search, they need to view both the customer's unique identifier, name, and the searchable attribute to make sure they select the right customer, as right customer identification is a core tenet of providing a good customer experience.
Ameyo now provides you with more powerful customer search capabilities, enabling agents to search for a customer based on any attribute that the Administrator has marked as searchable. Additionally, agents can also select which of the customer attributes they want to see in the search results, further empowering them to search for the right customer in the least amount of time.
Internal Chat Broadcast Enhancements
One of the negative effects of WFH necessitated by the COVID-19 pandemic has been difficulty in coordinating the entire team, for the manager. This is felt acutely in contact centers, as Supervisors are unable to effectively relay instructions to Agents, like switching to secondary call context or other important instructions.
Ameyo Supervisors can now use the internal chat feature to-
- Broadcast messages to selected or all agents
- Require an acknowledgment of the broadcasted message by the Agents, and
- View which agents have acknowledged or not yet responded to messages.
Tab Masking for Supervisors
Different businesses structure their contact centers with different hierarchies or user roles. While some businesses may require Supervisors to both monitor and manage the contact center, others may have specific employees for monitoring of agents and management of the operations.
Thus, Ameyo now empowers the Administrator to enable access for each tab (monitor, manage, reports, voice logs) for either individual Supervisors or the entire system.
Tab Masking for Supervisors
Different businesses structure their contact centers with different hierarchies or user roles. While some businesses may require Supervisors to both monitor and manage the contact center, others may have specific employees for monitoring of agents and management of the operations.
Thus, Ameyo now empowers the Administrator to enable access for each tab (monitor, manage, reports, voice logs) for either individual Supervisors or the entire system.
Masked Privileges (Change Password)
Agents can sometimes unwittingly change their passwords and then forget them, resulting in a loss in productivity and cost of resource utilization, as their passwords must now be reset before the agent can start working again.
In order to ensure such losses do not occur, the ability to change passwords will now be a masked privilege, in other words, unless automatic password policy change is required or the supervisor explicitly enables the agent, the agent will not be able to change their password.
Explore More Ameyo Platform CC →Google’s Business Messages as a Customer Engagement Channel
Google’s Business Messages is a mobile conversational channel that brings all the chats from different entry points of Google Maps, Search, and brand websites to create rich, asynchronous messaging experiences that delight customers and drive business results.
With the new enhancement, Ameyo now supports GBM as a chat channel. As a result, businesses can now integrate GBM with Ameyo to engage with their customers with an improved conversion rate.
By adding GBM via the AMF (Ameyo Messaging Framework), all features of a regular social messaging chat are automatically enabled on GBM as well.
The feature set for GBM with Ameyo will include the following:
- The agent can create tickets for the incoming chats, and agents can reply on them from their interface.
- The customer and the agent can share various media files – such as images, pdf files, videos, GIFs, carousels, images, rich cards, and more.
- Auto Ticket Creation Capabilities: A new ticket is created when a customer initiates a conversation through Google’s Business Messages. A bot or agent can further handle this ticket and if the query is resolved instantly, it will be closed as a Lite Ticket. If the customer query remains unresolved, the automatically generated ticket will be routed to the right department or agent according to the predefined routing algorithm.
- Monitoring and Tracking Capabilities: The supervisors and managers can track and monitor all the chats coming in through Google’s Business Messages. The supervisor dashboard will populate all the key metrics, and various reports will be generated to monitor and analyze these chats.
Video as a Customer Engagement Channel
Providing a personalized experience for your customers has never been more important, and more difficult than it is today in this COVID-19 pandemic.
Ameyo has introduced Video Chat as a Customer Engagement Solution with this GA version. With this new enhancement, Ameyo agents can connect with the customers via video chat and add external parties/people into call conferences in the ongoing video chat by sharing an SMS link. The following features will be there in Video Chat to provide a seamless experience to customers:
- Ameyo Agents can transfer the call to another user who has Auto Video Chat enabled in the same campaign.
- Ameyo Agents will be able to see the history of the video chats attended by them. Supervisors can view the video chat history of the assigned campaign.
- The Supervisor will have access to the following reports:
- ACD Video Chat Details Report: This report will give details of the incoming video chats that have been taken care of in the selected campaigns.
- Video Chat History Report: It will provide details on the holistic data for video chats handled in the system with parameters like Video Chat Time, Campaign Name, Lead Name, Customer Talk Time, etc.
- Agent Productivity Report for Video: This report will give comprehensive data on the agent’s overall performance and efficiency in a particular selected time frame.
- Abandon ACD Video Details Report: This report provides detailed information on all inbound or transferred to campaign video chats that have been abandoned at the ACD (queue).
- Ameyo Supervisor will have access to Live Monitoring with real-time stats refreshed after every 10 seconds.
This enhancement will enable supervisors to have access to AQ monitoring and scoring and analyze the agent’s interaction with the customer and rate his performance based on various Administrator-configured parameters.
Preview attachments in Field Agent App
The Ameyo Field Agent mobile application enables last-mile service/ collection use-cases for the business. This application is installed on the field agent's mobile phone, which often, is a very basic entry-level smartphone, with limited memory.
In such scenarios, it can be very inconvenient to first download any attachments in the ticket and then remember to delete them once viewed, due to the limited storage capacity of the phone, as the field agents may lack the technical skills necessary. It can even be a compliance risk as the attachment may contain sensitive information.
To overcome this potential inconvenience, Ameyo now enables agents using the Field Agent app to preview any or all attachments in the ticket, without the need to download them.
FB Messenger l Showing Chats from different pages of a single account
There are businesses that have multiple brands under one Umbrella brand and are managing other brands under a single account. These businesses create multiple pages under a single account. The agents do not get to know the page name from which the chat was initiated. Thus, Ameyo is providing an option that has good experience as well as cost-effectiveness. When the agent receives a chat message, a system-generated message is displayed in the chatbox that tells the page from which the chat has been initiated.
Once the chat is disposed of by the agent, the Source Page field, on the ticket info screen, specifies the name of the page from which the chat was initiated. The Source Page can be clicked on and the user will be directed to that FB page.
The same data is also available in the chat history table.
Explore More Fusion CX →Showing actual time of a Facebook post and comment in ticket messages
Businesses need to revert to customers’ messages within a certain period of time. For agents, knowing the actual time when the ticket was created by the customer allows them to acknowledge accordingly.
In the case of a FB post, both the actual time - when the post was created by the customer on FB, and the time when it was created on Ameyo’s app server are displayed on the agent’s screen.
The time displayed against the post is the time when the post was created on Ameyo’s app server. When the agent hovers over this time, the time when the post/comment was created by the customer on FB is displayed as a tooltip. This will help agents to send responses to customer queries in an appropriate manner.
Edit/ Delete Social Media Responses
Social Media is an important avenue for businesses to build their brand value and prove their dedication towards a great experience for their customers. Due to its public nature, any potential or existing customer can view previous conversations with other customers, both good and bad. It thus becomes imperative that the quality of agents’ responses should be beyond reproach. However, an agent's day s very hectic, requiring them to respond to dozens of customer queries in a day, where agents can sometimes make mistakes such as a typo, or relaying outdated information.
Ameyo now enables agents and supervisors to edit or delete responses made by the agent on social media, helping you ensure all public responses are up to the notch.
This feature is available in native channels, like Facebook and Twitter, and CAF channels, like Instagram, Google Play, and YouTube.
Facebook Reviews Management
The Facebook Recommendations feature, available to official Facebook Page/ Fan Page owners, enables customers to provide ratings to the page and leave reviews. These reviews and ratings are then displayed in the Reviews tab, providing businesses to gain their customers' trust and boost sales and NPS.
Ameyo now supports automatic ticket creation for any reviews left by customers, so that you can now view any reviews and ratings left by customers and respond to them, ensuring enhanced customers' experiences.
Multiple Chat Channels in a single campaign
Businesses that offer multiple entry-points to their customers on their website(s)/ mobile applications(s)/ social messaging platform(s) from which to initiate a chat conversation, often utilize the same group of agents to cater to these requests. In such scenarios, the Agent should clearly be able to identify the entry-point of the customer so that the context of the conversation can be maintained.
Ameyo now enables configuration of multiple chat sources into the same campaign, so that the same group of agents can respond to customers across multiple accounts of the same type (different websites, different Facebook accounts, different Whatsapp for Business accounts), while being able to clearly identify the source.
Default chat messages in the selected language
Many businesses allow their customers to select their preferred language over the website or mobile application chat. The customer can then proceed to chat with the chatbot or live agent in their preferred language, however, default system messages such as <Agent> has joined the chat, or the next available agent will join the chat, were standard across all languages.
These default system messages can now be customized for each supported language, to adapt to the region or language-specific mannerisms, for a more personal touch.
Download all Attachment Functionality
There is a possibility that a customer uploaded multiple attachments with a ticket. In such scenarios, the agent may want to download these attachments. Earlier, the agent had to download these attachments one by one, which was a tedious task.
Now, the capability to download all attachments with one click has been provided. The agents can download all attachments from one place. A download icon has been provided in the ticket listing bar, through which the agents can download attachments in the zip format.
This will help to save time and improve efficiency.
Enhanced Customer Experience via Twitter
Businesses want their customers to engage with them via their preferred social media platforms. Twitter is undoubtedly one of the most popular communication channels for many businesses. Earlier, agents were able to ‘Like’ a Twitter post via their unified interface, with this enhancement in place, agents can also ‘Unlike’ a post on Twitter via their unified interface. This will ensure an enhanced customer experience.
Video Attachment Support in WhatsApp
This enhancement allows a business to send video templates to their customers and ensure improved engagement. Earlier, only text, image, and document templates could be created and sent to the customers via the WhatsApp platform. Now the businesses can also create and send video templates (max file size should be 16 MB) for a better understanding of their services and products.
The admin can perform configurations in the rule engine and create rules for sending out the video templates.
Hierarchical visibility of Custom Ticket Statuses
In any complex business process, a ticket may be passed between multiple teams before it can be resolved, or the request completed. In such scenarios, the ticket transfer to another team might also be triggered by the setting of a particular status by an agent. For example- in a refund request, the contact center agent must first verify that all proofs have been submitted, after which the ticket status can be set as "Proof Verified" and transferred to the Accounts department for the actual refund, who in turn mark the ticket as "Refund Initiated".
Here, in order to ensure both ease-of-use and aesthetics, the agent should only be able to view the ticket status available for them, and not the statuses used by other teams or queues.
The Ameyo Administrator can now create multiple custom statuses, duplicate them across all the queues, or even control the visibility of each status in each queue.
Enhancement in Acronym Feature
Businesses always look out for newer and more efficient ways to improve the productivity of their contact center agents. In order to provide a great customer experience, they want to make their customers’ waiting time shorter by using acronym features in their daily operations. For this, they may analyze the types of queries they’re receiving and may figure out the common ones that can be resolved by a standard resolution. For queries that require a standard answer, businesses provide their agents with some templates and educate them to use these templates.
With this enhancement, an agent would be able to send standard messages to customers for their common queries across all the social media, email, and other chat channels. Acronym feature will now function in improved ways:
- There will be a list of acronyms for an agent to search through, to get the right acronym in no time.
- There will be keyboard shortcuts for acronyms
This enhancement in the acronym feature will ensure shorter chat handling and ticket resolution time while easing agents’ work with no need to remember acronyms.
Customer Resolution in Channel Addition Framework
A customer may reach a business via various interaction channels, and the business should be able to identify that this is the same customer reaching out through different channels. Identifying the customers on their various interaction channels enables businesses to have a contextual discussion across various communication platforms.
To ensure this, Ameyo has handled Customer Resolution in the Channel Addition Framework (a framework that allows businesses to add multiple communication channels to Ameyo). In addition, automatic mapping has been introduced in the system that also helps identify a customer having multiple accounts on a specific channel.
Let’s try to understand this with an example. Suppose ‘Joe’ in ‘Google Play Store’ is identified as ‘1234’, while in ‘Instagram’ his unique identifier is ‘5678’. With this enhanced CAF configuration, this can be easily resolved with automapping in the backend while reducing agents’ efforts, time, and iterations.
Holiday and Non Office Hours Handling for Callback Calls
There are cases where the agent schedules a callback call beyond the office hour timing, the callback calls fail, which leads to a high count in the failed callback attempt. However, Holiday/Non-office hours configurations are provided for callback calls to the agents and operations team.
So, Administrators can configure the same at both the system and campaign level. If the configuration is done at both levels, then the campaign-level configuration overrides the system-level configuration. The administrator can perform the following actions:
- Add and edit callback hours
- Add/edit holiday configuration as per the calendar date
- Copy these settings in other campaigns (s) in the same process.
- For both agent and supervisor, when adding a callback, if the agent selects a time that is marked as holiday/non-office hours, then the holiday dates are disabled on the calendar, and an error message is displayed.
Also, if a callback is scheduled and later, the administrator changes the holiday/non-working hours so that the call scheduled time falls under the non-permissible time. The callback is initiated in the next working hour.
Group Hierarchy CRUD
Earlier the Group Manager supervised the activities of a particular set of agents, but there was no one to monitor what the Group Managers were doing. Hence, with this new enhancement in feature, Group Hierarchy has been introduced to keep a check on the performance of Group Managers. The latest update makes it possible to create role hierarchies like L0, L1, L2, L3, and L4 in group manager roles, L4 being the highest on the scale.
Create – While creating a Group, the administrator can assign and unassign Groups and other users. A notification is sent to the Users about the same.
Read – Once the Group is created, it will list in the My Available Users and Groups list.
Update / Edit – The Administrator can edit the Groups. While editing a Group, the administrator can perform all the actions like create.
Delete – The administrator can delete the groups by clicking on the delete icon on the Groups tab.
Skill-wise Estimated Waiting Time
This new enhancement in the feature “Skill-wise estimated waiting time (EWT)” allows contact centers to increase their productivity by identifying the EWT (Estimated wait time) of agents in a particular skill (of a queue). Furthermore, it allows contact centers to assign and unassign agents based on skills. For example, English-speaking agents deal with English-speaking customers. The skill-wise EWT is calculated in the case of both normal and virtual queues.
Explore More Voice →Warm Transfer Enhancements for Calls
With the new enhancement in the existing feature, Ameyo now enables agents to perform a warm transfer. They can now search for a particular agent and see their availability status and the list of teams the agent is assigned in before transferring to the target agent.
Both agents will now be able to have a short conversation regarding the customer’s issue before the customer is connected. It is even possible to select the team (campaign/ queue) in which the target agent should receive this transferred call if the target agent is a part of multiple teams.
Group Hierarchy for Improved Monitoring
With this new enhancement, businesses can introduce a hierarchy in groups as well as group managers. Earlier, a new role was introduced in the system as ‘Group Manager’ who could be assigned to a specific group and perform almost all activities as that of a Supervisor.
This new enhancement will enable logical tracking of child groups under parent groups while ensuring that parent group managers are monitoring child groups’ managers. The parent group manager will be able to perform all supervision activities around Agent Monitoring and Live Monitoring in all child groups as well as the parent group.
Auto Call Off – Desktop Notification for Callbacks
In contact centers, Agents have to perform various tasks simultaneously for which they have to toggle between various tabs and they may turn their ‘Auto Call’ off to make sure that they do not receive the next call from the system when they wrap their in-hand tasks.
However, there can be instances where the auto call for the agent is off, but there is an important callback scheduled for him. The agent should receive a desktop notification that he has a callback planned for him in such scenarios. With this enhancement, a desktop notification will be sent so that the callback is not missed.
Enable Agents to Select their Work mode
When most businesses are operating remotely, it is essential to keep a stringent check on agents’ performance and productivity in this pandemic time. However, some businesses are also operative, with half of their workforce working remotely while the rest half is still working from their workplaces or offices. This makes it crucial to track who is working remotely and who is not. To handle this, Ameyo came up with an enhancement capability for agents to select their work mode – Work from Home (WFH) or Work from Office (WFO).
The supervisor will be able to see the work mode of the agents on his monitoring dashboards. This will enable him to compare the performance of agents working from home with those working from the office. With this curative analysis, the managers and supervisors will be able to make well-informed decisions on their operational strategies.
End Call Allowed – Masked Privilege
Sometimes, businesses encounter scenarios where their agents (usually the new joiners) misuse the capability of “Ending Call” and end customer calls when they shouldn’t. In that case, some contact centers don’t want to give the privilege to their agents with this ‘End Call’ capability to ensure that only the customer disconnects the call for the best customer experience.
To empower businesses to use this feature in the best possible way, whether using the web app or toolbar, Ameyo has brought in an enhancement called ‘End Call Mask Privilege’. Both administrator and supervisor can mask the end call privilege on the Users tab. It is done by selecting “End Call Allowed'' while creating a new user or editing an existing one. With this in place, businesses can select the user IDs which they want to have this capability, or simply copy the settings to all users in one go. For any other user, the end call feature will be masked on their interface, and they wouldn’t be able to disconnect calls.
March 2021
Access to Custom Fields
Arm your field agents to edit the custom fields related to a particular ticket while providing service in the field. This helps the field agent to add precise details for the ticket that they are working on.
For instance, the field agent for water purifier servicing needs to update the parts to be replaced in the ticket information. As the existing information gathered by the customer service agent on call mentions replacement of Part A only but while on the visit, the field agent found fault in part B as well. For precise tracking on customer query, custom fields storing information for parts to be replaced need an update in this particular case.
Explore More Fusion CX →Provide End-to-end Context to Field Agents
Make it easy for the field agent to resolve customer queries faster by allowing them to access the ticket details and attachments such as attached calls, call notes, messages, and previous interactions with the customer. While the field agent is providing a service in the field, they can easily access the interactions between backend executives and the customer, enabling the field agent to derive the context of the conversation. With a detailed understanding of the ticket, the field agent will be able to resolve customer problems without any delay.
For instance, if a customer has reported a broken microwave processor, the agent can listen to the call recording and access the microwave pictures to be better prepared for the query handling and resolution.
Explore More Fusion CX →February 2021
Keep Track of Idle Agents
Equip your supervisors with the capability of tracking idle agents to ensure consistent business operations. While analyzing call center agents’ performance, the supervisors can segregate the list of agents on the basis of their inactivity for a defined time. Certain time frames are defined for this clear segmentation to let the supervisor closely monitor the agents’ availability and productivity and refine operational strategies if required. This helps businesses to minimize the idle time of their agents and improve overall efficiency.
Explore More Voice →Blocking Unnecessary Callers
In call centers, sometimes the agents receive unwanted calls like repeatedly receiving calls for ingenuine requests, verbal or written abuse, or legal reasons (whereby the business is authorized by a competent authority to not deal with that consumer). To reduce the possibility of receiving calls from such customers, let the call center agent have the option of blocking them and specify the reason for blocking the call.
Explore More Voice →January 2021
Improve Conversions using Fetch Order Policy
Let the admin define the priority using fetch order policy and fetch the data that needs to be dialed out first. This feature helps the supervisor prioritize a specific segment to initiate the calls for better conversion.
In the banking industry, the supervisor can create filters for a group of people with an age group of 20-30 years with an average quarterly balance of 50-80K to pitch in credit cards for buying smartphones. With fetch order policy, these customers/prospects can be dialed out in descending order from 80K-50K to ensure better conversion.
Explore More Ameyo Voice →Churn Contacts Based on Filter Groups
Arm your supervisors with the capability to create filter groups, fetch data from existing filter groups, and view the filters in that filter group and the conditions assigned to them. This allows the supervisor to segment the data based on specific parameters, and churn it accordingly., improving the lead quality, and boosting the conversion rate.
For instance, in a banking company, the supervisor creates filter A based on the following parameters:
- The outstanding balance for credit card lies between 30k-50k
- The overdue cycle is three months
The supervisor can now churn the data dynamically, creating a lead list that meets the above conditions to initiate the calls.
Explore More Ameyo Voice →