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How Can Cryptocurrency & Blockchain Organizations Capitalize On Contact Centers?

The entire banking system is witnessing a transition, and the global pandemic has only amplified this transformation. And the same is the case with cryptocurrencies.

  • Bitcoin’s price has grown by 66% in February 2021. – (Source: TechCrunch)
  • The confidence for cryptocurrency as of January 2021 is almost 100%. (Source: Binance Research)

Cryptocurrency has unquestionably started to resonate with society. People, businesses, and governments have realized that blockchain technology has the power to change the world.

Today, investors and retail bankers are expressing their inclination towards cryptocurrencies and distributed ledger technology (blockchain)  that underlies them. 

Many businesses and investors are starting to make sustained involvement in the crypto-verse, believing that it could be the future of money.

Cryptocurrencies can exceed traditional investment commodities while offering higher efficiency, less bureaucracy, and increased transparency!

Having said all of that, there are a couple of common challenges cryptocurrency businesses come across. 

Let’s look at some of them, shall we?

  • Contact Centers – The cryptocurrency industry is flourishing yet, customer care is still a significant challenge. The similarities between BFSI and the cryptocurrency industry are many and using the same contact centers is a possible and viable solution for the crypto-verse.
  • Regulatory Compliance – There are not enough regulatory compliances yet, but many countries around the globe have started to place regulations, most of which have a striking similarity to current BFSI regulations
  • Security – There are possibilities that a crypto wallet can be hacked. However, the chances of recovering the money are minimal. This makes security an important concern for any organisation that provides cryptocurrency or blockchain technology related solutions.
  • Other Challenges – Problems like not being able to withdraw money when you want. Moreover, many times, limit orders and market orders do not execute, causing losses to investors. 

Other than this, a common problem is not being able to respond to high volumes of tickets due to lack of contact centers because of which of limit orders do not execute.

Can BFSI-Friendly Contact Centers Be Used By Cryptocurrency Exchanges?

The simple answer is – YES!

To understand the similarities between Cryptocurrencies and BFSI, it is necessary first to learn more about BFSI. The BFSI (Banking, Financial Services, and Insurance) industry at the moment is in for a drastic transformation.

Drastic transformation is essentially the transition from on-premise and extremely secluded solutions, to on-cloud solutions offering easy integration between systems, low overall costs and decentralized operations (WFH), while ensuring BFSI-grade security.

The trends in banking and finance have changed, and we are now looking at emerging markets leveraging the potential of AI and blockchain technology that has brought cryptocurrency investments at par with traditional banking investments.

Just like the banking sector has revolutionized over time giving its customers access to contact centers for easy and quick ticket resolutions, the cryptocurrency industry is yet to leverage the most of this.

The good news is that cryptocurrencies are very similar to BFSI in terms of contact center requirements. The contact center arrangement used for the banking industry can also be used by cryptocurrency exchanges to provide a great customer experience to their customers.

Anything that moves from paper-based to digital is called digitizing. This allows banks to explore various business processes/technologies like RPA, cybersecurity, and blockchain.

Digital Transformation In BFSI And Cryptocurrency

Blockchain technology is a notable driver of digital transformation in the BFSI industry. It is still an emerging technology, yet blockchain has the potential to change the BFSI sector. 

Many regulatory bodies worldwide believe that blockchain can cause ripple effects in the fintech and the banking sectors.

Today, banks are not only joining hands with various fintech startups based on blockchain and other DLTs. Still, they are also encouraging collaboration between themselves because back-scratching is pivotal for the successful implementation of blockchain technology.

Similarities Between Cryptocurrencies And BFSI:

  • KYC Regulations – New regulations similar to the BFSI industry that are being implemented, ensuring safety and security and accountability essentially for fraud prevention and AML.
  • Customer Identification – Cryptocurrency exchanges and BFSI both need to ensure they identify the customer accurately, both for customer experience and as confidential information is involved
  • Regulations and Compliances Followed include – PCI-DSS, FSI, SOA (SOX) and AML.

Additional Challenges Of Cryptocurrencies Over BFSI:

  • Cryptocurrency wallets are anonymous, which means one person can hold on to multiple wallets. So then, identification of the owners of each wallet becomes difficult. Ameyo’s internal encrypted database could be the solution to this obstacle.
  • The transactions that are made from wallets to other wallets are not necessarily untraceable but what happens if you transfer to wrong wallet, there is no way to contact the person and ask them to return the money as wallets are anonymous, Moreover, no central body can control the wallet (freeze account, reverse transaction, etc)
  • If you forget your ATM pin, you can always regenerate it via your bank but in the crypto-verse, if you lose your private key, you essentially lose all your money.

Even though cryptocurrencies are significant and blockchain technology has the power and the potential to change the world, there are several concerns that need to be addressed. That is where Ameyo can help and give you a competitive edge over others.

Solutions

Ameyo is a one-stop solution for all the obstacles mentioned above. Ameyo provides various security features to ensure security and compliance, such as VAPT service pack, DMZ Proxy server, data masking and encryption, interaction archiving, etc. 

This helps enable compliance with various regulations and organizational policies PCI-DSS, SOA (SOX), FSI, AML, etc. 

Besides this, Ameyo can help you in many ways:

  • Mask, encrypt and maintain various wallet addresses in the backend (not visible to users) of multiple customers.
  • Initiate a call or chat function at the same time when there is trouble with a transaction failed to order, or there is an issue in any section. You can also create a ticket directly without having to navigate through multiple pages.
  • Cryptocurrencies are well known for having poor CX. Ameyo can help by ensuring SLAs, skill-based call routing, and customer feedback to enhance the CX experience.
  • Live interactions (chats and calls) – Ameyo can help by integrating chatbots and voice bots to enhance productivity.
  • Furthermore, Ameyo can assist you with setting up remote agents, allowing you to reduce costs while increasing productivity.
  • Ameyo can assist you with cloud infrastructure to help you reduce CapEx. The same function on-premise is also available.
  • Ameyo keeps records of all the calls, chats, and social media recordings to ensure compliance and proof.
  • Provide bank-like personalized CX to HNI DeFi customers with options like VRM and Video chat.
  • KYC Enables – To ensure everything is in order and there is no problem with the government and policies in the future.

Explore Ameyo’s Contact Center Solutions BFSI

Wrapping Up

Ameyo is a one-stop solution for all your customer experience needs by helping you connect with your customers to serve them better. Cryptocurrency is the elephant in the room, and let’s be honest, we all are intrigued by it. 

Regulatory compliance and security are the most important and common concerns revolving around the crypto-verse. 

Ameyo ensures that everything is in order in that vertical and ensures targeted workflows for issue categories and customer priority segments.

Looking to know more about us and how we can help you? Get in touch with us today!

BPMN vs. CMMN: What’s The Difference?

Businesses and organizations across the world are invariably thriving to enhance and increase their productivity while eliminating errors. But how? To do this, it is vital to introspect, analyze, and continuously improve the working methods.

This could include structured workflows for predictable situations or protocols to respond to dynamic situations where a fixed and a prescribed process is impracticable.

Let’s talk a little bit more about CMMN and BPMN.

What Is CMMN?

Case Management Model & Notation (CMMN) is essentially a graphical notation primarily used to apprehend methods of working that revolve around the handling of cases, requiring various activities to be performed to facilitate completely unpredictable solutions.

CMMN has the power to expand its boundaries using the concept of case files and following an event-centered approach. When coupled with BPMN, it enables the users to cover a broader spectrum of work methods.

Why Do Businesses Need CMMN?

CMMN works wonders when coupled with BPMN. It empowers the users to cover a broader spectrum of various working methods. Here’s why we need CMMN:

  • To reach an understanding speedily using unambiguous models.
  • Encourage and intensify the participation of the stakeholders using graphical notations.
  • CMMN is vital to create a library of processes along with case definitions and business policies to train and educate new employees within the company

What Is BPMN?

Business Process Model and Notation (BPMN) is primarily a method used to map various business processes. BPMN empowers businesses to form a visual depiction of complex business processes/practice flow.

BPMN model helps major stakeholders understand better by facilitating more clarity and perspective, empowering them to make the right decisions. It’s almost like how maps help you figure out the best possible way to your destination.

Why Do Businesses Need BPMN?

Business process modeling renders significant advantages to businesses and organizations such as the ones listed below.

  • Align Operations with Business Strategy

It is vital to make changes in the operations and workforce to implement a new business model or strategy.

The only way to do this is by operationalizing the business transitions to actual business processes, business rules, and business decisions made on an everyday basis by the decision-making authorities of the organization.

  • Improve Process Communication

BPMN model allows the communication and documentation of business processes. These are ideal for training new employees, enabling a quick knowledge transfer. 

BPMN facilitates an easy to comprehend and detailed documented process allowing new joiners to train and understand what to do in which situation.

  • Increase Control and Operational Efficiencies

Executing processes consistently is better than relying on individuals and expecting them to remember to do the exact thing. BPMN also formalized the already existing processes that may or may not be well documented or updated with time,

Furthermore, with BPMN, you can increase the productivity substantially of the resources and staff, allowing you to do more for less.

BPMN VS CMMN

Modeling and automating well-structured and routine processes has been an area of focus in recent times. BPMN model is best used for well-structured, consistent work that is typically predictable where the workforce simply needs to execute tasks. 

CMMN model covers the somewhat less predictable processes where the knowledge workers are actively involved in making decisions and plan during the run time.

Case Management was introduced as a tool meant for knowledge workers back in 2005, and later in 2014, OMG came out with a standard for case management now dubbed as CMMN. The primary focus of CMMN is to support unpredicted, data-intensive, and poorly structured processes.

Case management is a class of business process tech, but it does not typically use ‘control flow’ to illustrate the process.

Case management is about empowering the workforce by facilitating all the required information about the case – giving them the power and control of the case evolution. 

Case management is less about the process and more about the workers. Unlike the classic processes, providing goals and possibilities is much more essential than the technique used to achieve the goal.

Here listed the differences between BPMN and CMMN:

Difference between BPMN VS CMMN

Declarative Notation does not strive to shape the flow of a query; they bring about the desired outcomes i.e., blueprinting what they want to happen but not how it should happen.

Did you know that SQL is declarative programming because it does not command the course of a program, and it only affirms how it would like to surface but not how it is done?

On the other hand, the imperative notion certainly tries to model the flow of a problem. Programming languages such as c++ and Javascript essentially give out commands letting the compiler know how the code should run.

Wrapping Up

Although BPMN and CMMN are great and can be used independently, they were carefully crafted to complement each other. 

A lot of businesses and organizations across the globe require a combination of processes to enhance their workflow. Case models are preferred for their reactive actions, and decision models are more accepted for intricate and multicriteria business rules.

The combination of the two together benefits businesses based on the appropriateness of each type of activity modeling.

This is why BPMN and CMMN remarkably constitute the “double crown” of the process Growth norms.

A Complete Guide on Contact Center workflow

What is Workflow?

A workflow is a sequence of recurring tasks, comprising interdependent business processes needing completion to reach a specific goal. It is predictive in nature and consists of various steps executed by numerous systems, people, and departments to reach the common goal. 

Workflow is the simplest way to manage recurring processes in your helpdesk ticketing system

The call center or contact center workflow automates the entire process to minimize the processing time and increase all departments’ task execution and performance. Workflows empower the work starting from the start to end and enable a better-coordinated effort to smoothen processes and work simultaneously.  

Businesses often try to optimize workflows by automating them where possible and adding features like alerts to draw attention to steps in the workflow that are out of compliance.

What do Workflows mean for a Contact Center?

A contact center helps make customer interactions smoother across various channels, including messaging, email, voice, video, web chat, social media, and more. It enables businesses to connect with customers or vice versa via multiple modes of communication. Using contact center software, organizations can personalize interactions to go beyond the usual inbound and outbound calls and help businesses to serve customers better.

To make the communication process seamless and more effective, one thing is required in the contact centers: WORKFLOW. With workflow integration, contact centers can provide a unified experience, automate the entire process, reduce processing time, and ensure that tasks are completed on time without any delays.

Contact Center workflow management means managing the workflow to ensure that the execution of tasks is efficient, on time, and accurate. It involves numerous employees working from various departments performing their tasks with the required skills at the right time.

The workflow looks at contact centers as a professional workplace where staff members in different departments (such as operations, finance, administration, etc.) are executing their processes to achieve overall customer engagement goals.

At the same time, it understands that the different nature of businesses (such as banking, logistics, edtech, etc.) has different processes. In simpler words, every contact center is a unique business that relies on processes unique to it. Workflow helps you streamline and automate all of those processes.

At a contact center, workflow integration ensures that customer issues are being resolved without delays and proper team functioning is taking place at the right time. Previously, contact centers were used to connect the agents to the customer with Automatic Call Distributor hardware. At the same time, the workflow is operated on software, automates, and makes the entire process much simpler, time and cost-effective. 

Workflow at contact centers empowers the agents to segregate their time effectively and focus on essential tasks. It increases employee’s productivity and the customer’s experience.

Need of Contact Center Workflow?

In Contact centers, siloed interactions with no cross-department integrations and clear accountability is resulting in lost revenue and high labor costs. Contact center workflow integration presents an opportunity to reduce these costs and make tasks less labor-intensive.

In addition, automating human tasks with workflow will allow agents to address other important tasks and eliminate the double-entry that agents sometimes need to do to keep multiple systems up-to-date. Workflow automation increases accuracy, alerts managers about the problems, saves time that is spent on monitoring stats.

Reasons why contact centers need workflows:

  • Loss of time in repetitive tasks and processes resulting in high operational costs.
  • Lack of visibility as the number of customer service requests increases. 
  • High volume, low priority customer service & support requests often miss the SLAs and get ignored.
  • Lack of accountability – owing to multi-department involvement. 
  • Inefficient reporting & monitoring of processes increase processing time and lost revenue.

Features of Workflow

1) Tasks and Forms

Workflows use predetermined sequences of steps and tasks to route the information among various users. It enables the teams to collect data through forms, analyze the tasks, and view the information to automate existing business processes.

The Tasks reporting allows users to see how many tasks are in the completion process, have been performed, or need to be performed while forms are used to collect information and present it to the users. Forms enable the users to assist quickly and access information that is relevant to your day-to-day operations.

2) Workflow-specific Reports and Dashboards

Helpdesk ticketing Workflow automation highlights the critical information and transforms it into actionable insights through data visualization. The workflow status report shows the complete status of all workflows that are occurring in the system.

A fully customizable workflow dashboard lets users see all assigned workflows in a unified window and maintain compelling workflow reports. The ability to view everything in the dashboard and detailed reports help optimize organizational procedures in a streamlined manner for efficient operation.

3) Workflow Designer

With an intuitive user interface, the workflow designer feature simplifies the steps involved in creating a new workflow and eases the tedious process. It helps the users quickly design, visualize the working process and activate the business workflow to improve working efficiency.

Automated workflows can be planned and designed visually to add, arrange, improve and stimulate the tasks using a drag and drop interface.

Benefits of Contact Center Workflow

1) Improved Efficiency

Automated workflow boosts productivity and improves the efficiency of the agents and managers to accomplish tasks more accurately in less time. It reduces the workload or re-data entry and ensures smooth communication between different business channels. It reduces the overall time by automating repetitive tasks, identifying and addressing the bottlenecks.

2) Reduced Processing Time

Automated workflows at contact centers automate the overall process time and optimize task performance. The agents need to submit the information after completing the call and before picking up another, but this process is time-consuming. Helpdesk ticketing Workflow automation increases productivity by reducing the processing time.

3) Simplifying Delegation of Tasks

Most delegated tasks take some time, planning, and effort to complete properly. Workflow automation enables the superiors to assign the tasks to their subordinates by ensuring effective delegation and making the workload more manageable.

4) Greater Visibility

Helpdesk ticketing workflow automation provides complete transparency to all of the users. They can see all of the features, processes, interdependencies, AHT, the status of requests, time taken for collecting the proofs, and decisions related to manpower under one roof. It also shows the possibilities behind the slowing down of the process and how many change requests have passed through the system.

5) Establish Accountability

The supervisor can assign the tasks to the agents based on the skills and requirements, such as which agent will be accountable for which work and track their performances using SLAs. It enables various stakeholders to measure the agent’s productivity to establish accountability. Automated workflow streamlines the process of routing the invoice from one employee to another for action to be taken based on the business rules.

6) Provide Unified Experience

Automating tasks such as follow-ups or project updates ensures that agents need not remember to send reports to the rest of the team. Workflow automation automatically integrates the departments and enables end-to-end orchestration of work for better collaboration.

Inbound Vs Outbound Call Center: Do you Know the Difference?

In the age of chats and social media, the call center is still a key to manage customer queries. It’s the closest experience towards face-to-face customer engagement. Call centers handle large volumes of calls, both inbound and outbound. Understanding the differences between inbound and outbound call centers will help you determine the best option for your business. We have some facts to help understand why and how call centers play an essential role in customer engagement. 

Nowadays, many contact centers use an omnichannel strategy for customer service with the hope of reaching the greatest possible audience. When executed right, it can be an excellent approach to meet customer demand and brand marketing. However, the increased popularity of social media and chats has not diminished the value of the traditional customer service channel, i.e., voice. 

In addition, a recent poll survey by Ameyo found that around 72% of people prefer voice calls over text, video, or social media for handling most of the interactions at the contact centers.

At present, Call centers are the core part of customer service for organizations. Call centers come in the picture in two ways; first, whenever a customer calls for support on the mobile phone. Second, when businesses call prospects to make sales or conduct a survey. Nonetheless, not all call centers are created equal; what kind of call center they need to operate on depends on the nature of the business.

As per Strategyr, the cloud call center is predicted to reach $424.11 billion at 25% CAGR by 2033.

In this article, we’ll understand about types of call centers and the essential difference between them. It is necessary to understand what differentiates the two of them to decide for your business.

What is an Inbound call center?

Inbound call center software enables customers to seek quick customer support like answering queries, issue resolution, or any customer service-related issues and allows businesses to manage all incoming calls efficiently. Given the nature of the calls, they are more customer service-based and focus on resolving customers’ concerns regarding a product or a service that the businesses offer.

Few organizations use an inbound call center as the primary method of customer interaction. It is critical to provide exceptional customer service across all channels as one bad customer service experience can lead to the loss of a loyal customer.

The most fundamental feature of an inbound call center is that the agent waits for customers to call them instead of actively making calls and reaching out to them. The critical role is to improve the overall customer experience by providing meaningful help – assisting with customers’ issues and resolving all sorts of obstacles.

Having a quality and technically updated inbound call center is critical for all sizes of businesses. Around 89 % of companies expect to compete with their concurrence primarily based on customer experience. Consequently, the inbound call center model is more customer service-oriented than outbound and covers several platforms to connect with the customers, such as phone calls, emails, SMS, social media, or still more and more popular Live Chat.

How Inbound Call Center Works?

  1. User/customer dials the business number.
  2. Inbound call centers answer the incoming calls of the business.
  3. Machine or human at the inbound call center understands the need of incoming calls and routes it to the concerned agent/department.
  4. The agent entertains the caller and ends it with a call disposition.

What is Outbound Call Center?

In contrast to Inbound call centers, outbound call centers tend to make more calls to the customers and prospects than they receive. Most of the outbound call centers are sales-focused. Their primary focus is to reach out to customers and potential customers, making sales, and publicizing the business.

Typically, agents in outbound call centers work on the customers’ data stored in the software, leading them to make sales and cold calls and spend time helping customers upgrade their services.

Usually, they utilize customer relationship management (CRM) software to track and manage their interactions with the customers for analytics purposes and make future interactions smoother. Agents aim to reach out to customers to educate or tell them about companies’ products/new offerings and inspire them to buy upgraded services. 

Outbound call centers utilize a series of different calling techniques to make sales than inbound ones. Agents have a completely different focus as they are not the ones who are receiving the calls, waiting to answer questions, and provide support. Instead, they are the ones to make cold calls, have targets to achieve, and actively contact potential customers to meet them.

How Outbound Call Center Works?

  1. Agent or machine dials an outgoing call from the available database.
  2. The outgoing calls may face a busy line, wrong number, customer unavailability, voicemail, or answer by the customer.
  3. In machine-based dialing, the agent connects to the call only when a human answers it. The agent has to spend the time until they figure out if the customer has responded to the call.
  4. The agent explains the requirements to the customer and ends it with call disposition.

Difference between Inbound and Outbound Call Center

When planning call centers’ infrastructure for your business, it is vital to understand the type of interactions you might have with your customers. The primary differentiator between both call centers is how most of the interactions start in the first place.

Understanding the type of call center you want to be is vital for planning and executing protocols in your call centers. For example, if you are an inbound call center, you will not require technology such as a dialer. While, if you’re an outbound call center, you will need features such as call monitoring and some more, depending on the requirements.

To get a more clear picture, here are the differences between inbound and outbound call center services:

1) Based on the type of services they provide

Both inbound and outbound call centers provide different types of call services to their customers.

call center

Inbound call center

  • Customer Service: The customer service team relies on inbound calls to assist prospects and customers. It can be in the form of product or technical support.
  • Inbound Sales: As stated earlier, inbound leads find your product or reach out to you by doing their research. Your inbound sales team relies on the influx of calls made by them to close deals.
  • Product/Service Inquiry:  Prospects may inquire regarding any new offerings or existing products/services. On the other hand, existing customers may complain about issues they are facing or experienced in the past few days or months. They may also be calling in to provide feedback on their user experience.

Outbound call center

  • Market/Customer Research: Another function of outbound calls is collecting data by doing customer or market research. Businesses usually use this type of call center to launch new products or add a new feature to the existing one.
  • Customer Success and Outbound Sales Call: In outbound call centers, agents make proactive calls to the customers to collect their feedback on the offerings and focus on helping them achieve their goals. Outbound call centers use predictive dialers to automate the calling process by using advanced algorithms to cut manual dialing time and increase agents’ efficiency.

2) Software Features/ Technology

Both inbound and outbound call centers work on a different set of technology and software features.

call center

Inbound call center

  • IVR: IVR is an automatic system that allows callers and businesses to interact via voice and keypad. Many call centers use the IVR system to handle incoming calls quickly and manage companies’ processes via the phone. It enables businesses to interact with customers and streamline the communication process without wasting time. Callers receive an automated voice message with instructions that can be used for caller identification, lead distribution, and call distribution.
  • Call Tracking: In the call tracking process, inbound calls are attributed to the marketing campaigns that led the callers to your businesses. With this feature, enterprises get insights that help to perform better in the marketing campaign.

  • Automatic Call Distribution: Automatic Call Distributor, commonly known as ACD, is a wireless software that receives and routes the incoming calls to the best available agent or department based on the predefined routing rules. ACD system helps manage call traffic and distribute calls using a pre-defined rule-based routing strategy that defines how inbound calls will be handled and helps call centers avoid common mistakes and be more productive.

Outbound call center

  • Automatic Dialer: Autodialer software automatically dials telephone numbers pulled from a list and connects to a live agent or a prerecorded message. It smoothens the process by eliminating the tedious task of manually dialing individual phone numbers, enabling agents to focus on delivering the right message and increasing productivity. Businesses uses auto dialers in various settings and industries, including sales, health care, education, and hospitality.
  • Predictive Dialer: A Predictive Dialer uses a machine-learning algorithm to increase agents’ efficiency in a call center campaign by dialing numbers ahead of time and screens out all unanswered calls. It enables businesses to increase efficiency and the number of calls they make. Predictive dialer ensures to make more customer calls in a shorter time. Predictive dialer maximizes agent productivity and minimizes worries of idle time, answering machines, and time zone navigation.

3) Purpose

Outbound and inbound call facilities’ goals are to make and receive calls to resolve customer’s queries and fulfill their demands. However, To accomplish this goal, both of the call centers use different techniques and methods. At the inbound call centers, customers or prospects call the agents with questions or requests they want to resolve. Agents then interact with the customers, provide the required information, and resolve the problem at the earliest opportunity. One of the main characteristics that can not be overlooked in the entire process is customer satisfaction.

Contrarily, in an outbound call center, the agents call the existing customers or the prospects for sales and marketing purposes. The calls might be intended to make an offer for payment or a monthly update, informing them about a new or a renewal of existing offerings.

4) Agent Training

Agent training plays a crucial role in both inbound and outbound call centers. In inbound call centers, agents deal with customers with different moods and requests, so the interaction needs to be more personalized. It calls in for specialized training sessions that encourage agents to be polite, proactive, and patient. Conversely, In outbound call centers, the primary objective of the agents is to turn prospects into customers, so it requires agents to be more sales-oriented and have great determination to keep a person engaged. Inbound call centers emphasize more on persuasive approach while outbound call centers follow an aggressive approach. 

Wrapping Up

It’s unfair to say which call center is better than the other quickly. Each type of call center is designed with a particular purpose and meant to work for a different set of audiences. Whether your business needs inbound or outbound call center services depends on what your business requires. Either way, if your business is growing and your team overextends themselves every time, call center services can be a great help for you.

Ameyo provides both inbound and outbound call center software. We help businesses to generate higher sales through a steady customer acquisition process, prioritize them through the post-sales process, and effectively implement required customer services and support.

4 Key Pieces your Contact Center is Missing & You Don’t Even Know

Contact centers make the spine of your customer experience. Any piece that you miss in the contact center eventually disturbs the experience for the customer. Over the last few years, AI and digital transformation have evolved some new trends, and contact centers fall under that transitioning verticals. As a result, customer expectations are growing/evolving and becoming more demanding in the context of customer services.

There was a time when contact centers were only rooms jammed with workstations and agents on headsets. Todays’ contact centers are not just the interaction center point of the enterprises, but also the revenue driver.  At the same time, they have become a compelling resource for finding out what customers think of the companies and capture sentiments, feedback, and required intels. They have evolved into advanced communication hubs where agents can interact with customers for all three customer experience needs: sales, support, and service.

A Forrester report says, 23% of B2B CMOs see improving the customer experience as a top three objective.

Nowadays, businesses are evolving at a relatively faster pace due to AI and business analytics technologies. They have enabled contact centers to lead incredible innovations and tremendous achievements, allowing them to do things with user data that people only manifested about years ago. Contact centers now focus on customer satisfaction, improved experience, and refined service while enhancing organization sales.

There is no denying the fact that consistent, incredible, and satisfactory consumer experience has a significant positive impact on the business results. In consequence, enhancing the customer service experience has become a top priority for businesses.

The global contact center market size amounted to 339.4 billion U.S. dollars in 2020 and is expected to grow and reach a value of 496 billion U.S. dollars by 2027.

Data SourceStatista

Looking ahead, it’s time to assess the future of call centers and key pieces your contact center is missing. What new trends will allow enterprises to gain an advantage over competitors?

1. Workflow

A workflow is a sequence of tasks, comprises the interdependent business processes that need to be completed in one go to reach a certain goal. It makes work more efficient while keeping everyone on the same page.

Workflows at contact centers automate these processes to optimize task performance and reduce the processing time by integrating all departments. Workflow enables end-to-end orchestration of work and better collaboration to provide greater visibility of processes and establishes clear accountability.

The purpose of contact centers systems is simple – to route and monitor interactions for seamless customer engagements. And to accomplish this purpose, a wide range of processes are in place. These processes may involve different agents, departments, and stakeholders within an organization. 

Workflows at contact centers automate these processes to optimize task performance and reduce processing time. Workflows integrate with other department’s systems like finance, logistics, admin, etc. to enable end-to-end orchestration of work and better collaboration. It gives greater visibility of processes and establishes clear accountability.

Benefits:

  • Improved efficiency
  • Simplifying delegation of tasks
  • Reduced processing time
  • Greater visibility
  • Integration with other department systems

Contact centers are gradually becoming increasingly sophisticated with automating workflow tasks. Workflow automation acts as an opportunity to the contact centers by reducing labor costs and making tasks less labor-concentrated. In addition, automating mundane workflow tasks increases work efficiency as it provides agents more time to address other pending tasks.

2) Experience as a Service

The customer experience isn’t all or only about customer service; it is much more than that, and customer service is not just about a department or one department’s job. Servicing customers, listening to their pain points, resolving them, and offering them what they need is a step towards better end-to-end customer experiences. Contact centers always put their best foot forward, ensure customers are well served, and resolve their queries.

Ensuring that the customer is satisfied at the end of the call is no easy task; it requires making the experience smooth as butter. To deliver exceptional customer experiences, businesses must manage customers’ journeys starting from the first point of interaction. Prerecorded or actionable data act as a catalyst to solve the customer’s problems and let the agents know and understand them better. AI tools enable the agents to create real-time insights that allow them to personalize interactions at the right time based on the circumstances. 

While there are no sure shot algorithms that make sure delivering the best customer experience, there are methods that make sure that the interaction is a positive one, both for the customer as well as the agents. 

Three key points to remember:

  • Utilize omnichannel contact center approach to assist customers on the platform they prefer
  • Minimum on hold call time to save the critical time of the customer
  • Efficient ticket management to ensure customers issues are resolved as per the priority
  • Proper integration with contact center CRMs and other critical tools
  • Adopt industry-specific contact center solutions to deliver relevant  and customized customer experience

Explore More: Customized Contact Center Solution for your Industry

3) Precision in Predictions

Prediction is a classic win-win scenario that enables managers to closely align demand and supply, resulting in optimal cost and profit performance. Forecasting for the contact center is arduous, but contact centers can deliver precise predictions based on the recorded intel into their systems.   

A precise prediction means you have the right agents available with the right skills at the right time. Prediction accuracy is crucial to a contact center as it consistently meets customer needs, while inaccuracy can result in long wait times for customers and leave agents frustrated and even unmotivated. Nevertheless, if the situation is predicted precisely, it improves the experience for both employees and customers while effectively managing budgets. Contact center managers can create an accurate forecast, assuming business as usual, every single time with the right metrics and data.

We have curated the top three metrics contact center managers should use to ensure a precise prediction:

  • Query volume: A critical piece of the predicting puzzle is how many calls, chats, emails, social mentions, and other forms of queries the contact center receives daily.
  • Agent Handle time: How long does it take for the agents to resolve an inquiry or the handling time. These two factors can give an idea of agent availability to answer new requests. 
  • Daily contact arrival pattern: It shows the peak hours of a day, i.e., busiest and slowest times of the day. It helps to determine the number of agents required to manage daily peaks and valleys.

4) Enthusiasm

Contact centers are usually the last place to find enthusiasm, energy, and excitement in the company. There are some genuine reasons for that, such as most of the agent’s tasks are mundane, they often interact with annoyed customers, and contact center jobs are not considered to be the most respected ones in most societies. That lack of empathy among the agents can transmit to the customers as well and can hurt your business. You can take the AI-way to infuse the energy and excitement in your contact centers.

AI is the subject of a lot of buzz and speculation about whether it will take over mundane tasks or not. While it is believed that AI technologies will never replace humans in customer service and contact center roles completely, they are ready to take on the monotonous work and support humans in carrying out their functions more effectively and efficiently.

Delivering better customer experiences requires agents to understand the customers and show empathy towards them. You need to plan out the ways to transform your agents into solution consultants, subject matter experts, and make their roles exciting. To accomplish this, technology can provide context and insights into the whole customer journey. 

Here is how it works in a contact center:

  • AI tools, such as sentiment analysis help in determining the tone and choice of words by the customer. Leveraging such insights, you can train agents to deliver more empathetic conversations.
  • With the targets for agents, introduce the gamification to give them motivation and fun with work.
  • Introduce AI-enabled bots to take care of repeated tasks to save the effort of agents and let them focus on more humane and interesting/challenging tasks.

Final Thoughts

The future of cloud call centers will be more data-driven and predictive. New technological advancements are likely to impact the ecosystem of contact center operations and communication. To stay ahead of the competitors and to have a competitive advantage, contact centers must rely upon the latest buzz and trends.

Why is Cloud Call Center Better than On-Premise?

The customer engagement landscape is changing, and so are contact center dynamics. That makes cloud call center solutions more critical than ever with the growing consumer expectations and time. Technology empowers businesses and agents to provide omnichannel customer service and enables customers to handle most queries through self-service. Achieving high omnichannel engagement requires streamlining communication across voice, email, and other digital channels.

According to the Digital Journal, 90% of enterprises will be incorporating cloud technology by 2021 – and call center businesses are no exception.  As the COVID-19 emergency continues, cloud call centers are becoming the essential tools to ensure business continuity and resilience by integrating agents and customers into the cloud world.

According to Statista, Cloud telephony will be one of the significant growth segments in the market, with forecast growth of 8.9 percent in 2020 and 17.8 percent in 2021. Moving forward in this article, we will discuss call centers and the advantages of cloud call centers over on-premise call centers.

What is an On-premise Call Center?

An on-premise call center is a traditional setup for call center infrastructure. Also known as an on-site call center, it uses physical equipment, including desk phones and servers stored at the company’s location. Though, an increasing number of businesses are moving away from on-premise call centers due to the complexity of setup, process, maintenance cost, and efforts.

In on-premise call centers, the local IT team of the business is responsible for the installation and maintenance of the software. Everything from exchange servers to wires/cables to software support is controlled internally.

On-premise call centers are traditional and hardware-based that often require upgrades every few years, which makes them a costly choice.  With an on-premise call center, your communication hardware, software, and infrastructure remain on-site at your organization with dedicated communication servers. Thus, your IT team is responsible for installing, maintaining, and to upkeep everything from servers to headsets to integration support.

What is a Cloud Call Center?

A cloud call center is a comprehensive suite of voice communication tools and applications that can be accessed over the internet without requiring a local setup. It enables brands to access state-of-the-art capabilities and connect agents with customers across geographies.

Over cloud-based call centers, users can manage call centers and their inbound and outbound call center operations from anywhere over secure access. Integrating it with a contact center solution, you even manage other channels of communication, such as email, social media, live chat, WhatsApp, and Google’s Business Messages among others.

The cloud call center is hosted over the internet-based servers to engage customers, deliver exceptional customer experiences and faster deployment of omnichannel customer engagement.

With cloud-based provide, agents can communicate with customers virtually using any internet-connected device. Cloud call centers enable to reduce costs, optimize agent efficiency and improve ROI by delivering better customer experiences and employee empowerment.

Cloud Vs. On-Premise

Here are some of the key differentiators between the two technologies that can empower your call center.

DifferentiatorsOn-premise Call CenterCloud Call Center
FeaturesOn-premise call centers have traditional features, including transferring the calls and holding them, Call logging, music while waiting for the agent, and conferences.Cloud call centers have similar features to on-premise call centers, but they are capable of adopting advancing technologies and feature features faster. Moreover, these features can be accessed remotely over the cloud.
Setup and CostImplementing an on-premise call center can take several months to purchase licenses and hardware, set up the infrastructure, and find the most compatible software.
On-premise call centers require upfront costs for equipment, licenses, and housing servers on-site.
Setting up cloud-based call centers involves installing an app on a computer that functions out of the box without any hardware setup.
Conversely, cloud call centers do not need large upfront hardware or infrastructure cost as long as the organization has a strong internet connection and sufficient bandwidth.
Agent ProductivityOn-premise call center solutions are usually less compatible with remote operations. In current circumstances where agents need to work from home over mobile devices, an on-premise call center can struggle with agent productivity.Cloud call center solutions are easily compatible with remote operations. They can use AI to increase the agent’s productivity with advanced features such as a predictive dialer, voice bot, and more. It helps to reduce the AHT and increases agent productivity.
ScalabilityOn-premise setup lacks scalability, as it is restricted to have agents at specific locations to work and resolve customer’s queries. One of the most challenging parts of on-premise centers is scaling up the hardware during high- demands/seasonal businesses.Cloud call center solutions enable employees to work seamlessly throughout the organization and interact with customers despite their physical location. Cloud-based solutions are comparatively more elastic than on-premises solutions.
ReliabilityOn-premise call centers rely on local servers, leading to the central point of failure and increasing the risk of downtime. They are also vulnerable to hardware and infrastructure-related issues.Cloud-based call centers have a robust and reliable internet connection that leads to high call quality. Cloud call center solutions have greater resiliency and reliability at a lower cost than many company-specific on-premises solutions.

Benefits of Cloud Call Centers

Cloud-based call centers require no capital investment upfront and deploy in a matter of hours. They empower businesses to address customer calls with a better adaption for changing needs while providing metrics that improve agent performance.

The top benefits of a cloud call center include:

  • Increased flexibility includes adding/contracting user counts, more accessible access to new functionality, and ease of adding users in recent locations. It also has the ability to try new applications.

  • Accelerated deployment: Implementing an on-premise call center often takes between 6 to 12 or more months to complete while, cloud call center deployments are generally completed in weeks as it doesn’t require hardware installation. 

  • Integration with CRM to provide omnichannel experience: Cloud-based call centers enable seam CTI integration with leading CRMs to leverage data for enhanced customer service and impeccable customer experience.

  • Lowered costs: A Cloud-based call center enables you to deploy state-of-the-art technology with the minimal upfront capital expense. This capability is a key reason why many firms switched to the cloud over the past few years.

  • Provide better reporting and analytics: Another benefit of cloud call centers is that they provide managers with better reporting and analysis capabilities by providing in-depth data about the agent-customer conversation. Cloud call centers provide analytics dashboards with advanced speech analytics to monitor the agent’s performance.

Conclusion

In a nutshell, Investing in call center technology is a big decision, so make it right considering the future dynamics. There are numerous differences between on-premise and cloud call centers that give a clear vision and outweigh the cloud-based call centers. 

The reduced reliance on IT and the pay-as-you-go model makes cloud call center solutions cost-effective, more scalable, and reliable, especially in uncertain times where it is impossible to work from a workplace and employees are working remotely. We can see with some certainty that remote working is going nowhere anytime soon, and investing in cloud contact centers can help businesses generate more ROI.

Redefining BPOs: Digital Transformation in Contact Centers

Until a few years ago, several companies and BPOs treated their contact center division as an entity that managed superior customer service and nothing more or less. The work of contact centers would be to resolve customer queries and offer solutions to the customers for their problems, for instance, troubleshooting of product-related problems, resolving disputes, etc. In short, the objective was limited to resolving the query.

However, with advancements and the rapid automation of call centers, the entire system has been revamped and transformed to offer much more than just customer call service. According to Microsoft’s State of global customer service report, more than half (58%) of customers choose a brand based on their customer service.

An almost similar number of customers (59%) have grown their expectations from customer support over the last year. The message is loud and clear – ‘your contact center is key to win customers’.

Digital Transformation in Contact Centers

With contact centers and brands recognizing that service channels can work as a prospective source of revenue with the ‘sales through service’ model, the working models have changed. There are custom contact center solutions for BPOs. With advanced applications in technology today contact centers add much more value to all three functions including sales, service, and collections.

While utilizing the technology, you need to ensure a humane touch. With Covid-19 hitting the world, brands and processes moved into remote working and in this rapid transformation, brands would not like to loosen their human aspect of the relationship with customers.

Contact Centers: Automation and Transformation

Let’s discuss how contact center automation has helped the brands in numerous ways-

1) Work from Home Shift

With the lockdown being imposed and offices closed, brands asked their contact center agents to WFH. The contact centers had to put in tremendous efforts to enable customers to go remote. It was with the application of new technologies such as Video KYC that the centers were able to bring new customers onboard even in a remote situation.

Video contact centers have now been developed to humanize customer interactions, and collections bot to increase customer coverage for loan collections Some major transformations by contact centers to move towards a stable Work-from-Home environment include-

  • Cloud-based contact center solution for remote operations
  • Mobile App with full-stack Contact Center capabilities
  • Omnichannel solution for multichannel chat/email in one place
  • Customer Analytics Tools

2) Modern Analytical Metrics Tools

Contact centers have understood the importance of data-driven metrics for a long and they have been using various KPIs to measure the effectiveness of operations. However, the changing dynamics require the change in metrics as well. Businesses are moving towards agent KPIs that are closer to the overall business goals.

Currently, contact centers are largely working in a work-from-home environment, with many of them planning a structured hybrid model in the future for optimum performance. Framing a hybrid model would need a clear understanding of agent performance in different environments. This is where 360 Application Infrastructure Monitoring helps.

While there is no need to ignore the traditional metrics, such as the number of inbound calls handled, average wait time, average call duration, and others, you need to understand how these numbers change in different scenarios (work-from-home vs work-from-office). Moreover, another critical metric would be understanding the metrics across channels. Based on such assessments, you can make informed decisions on learning from one platform and probably try them on another.

3) Agent Monitoring System in Remote Setup

Remote contact centers present an interesting challenge in the agent monitoring process. It begins right from the training process, where traditional classroom and on-desk training methods are not applicable. The challenge is even intense with experienced agents. While working in a remote setup, keeping agents motivated and trusting them with the network/device issue is a concern. There are interesting solutions as well, such as Ameyo’s Mobile Call Center app.

The Android-based app enables agents to work remotely using a smartphone and enables managers to monitor their performance in the realtime. The app also maintains the record of network strength and device status to give a transparent view of the agent’s availability.

Digital Transformation in Contact Centers

4) Interactive Voice Response and Robotic Process Automation

With the dynamically changing digital world, today several people from all age groups and socio-economic classes, engage with messaging apps. Hence, contact centers are adopting new methods to reach their customers that are more responsive when coupled with IVR (Interactive Voice Response). The growing user base is leading to the increasing importance of customer engagement.

Companies have Omnichannel needs with social media compatibility, remote accessibility, Field agents, and voice bot. The ticket management system at contact centers lets the brand create automatic helpdesk tickets for all the queries coming in through email, webchat, social media platforms (Facebook, Instagram, Twitter, Youtube), voice calls, SMS, and other messaging platforms, such as WhatsApp.

The integration of workforce management systems, CRM software, and other legacy systems has also levelled up the entire customer service process. The contact center’s ticketing system integrates with popular business tools and has Application Programming Interfaces (APIs) for custom integrations.

The contact centers are combining Robotic Process Automation (RPA) with Machine Learning and Artificial Intelligence to automate the routine tasks for agents. In contact centers, RPAs provide customers with immediate responses to their queries and agents do not need to be involved in every menial task, they can manage their work more efficiently.

Today, contact centers operate not just on the model of receiving calls and providing customer solutions. Rather they have become a knowledge dissemination analytical service for the growth of brands.

Live Chat Improves Customer Satisfaction: How You Can Leverage

Of all the customer service channels, live chat channels have proven to be the most preferred by both businesses and consumers. Consumers find it easy to communicate with brands on their preferred chat channels like Facebook Messenger, WhatsApp, Google’s Business Messages, Twitter DM, Web chat, In-app chat, etc.

A report by Statista suggests that as of January 2021, two billion users were accessing the WhatsApp messenger on a monthly basis. These numbers are only increasing in the world that is taken over by the pandemic. Most businesses have chosen a remote solution to handle their customer service operations and chat remains the channel most loved by the consumers.

Organisations are rolling up their sleeves to meet the expectations of delivering a personalized experience that the consumers will remember for good. Brands are thriving on creating a market value that helps the consumer recall and to win at this game, their best bet has become the adoption of chat channels.

So, if live chat channels are already being used by each brand, how do we deliver a differentiated customer experience?

Industry verticals like healthcare, travel & hospitality, banking, government, and e-commerce are evaluating their CSAT score to find an answer to the question stated above.

The average wait time for a consumer to get connected with an agent on chat is less than 30 seconds and if this escalates, you are sure to create a bad customer experience and lose the customer to your competitor.

We do not want you to struggle with it. With our enhanced features for live chat customer interactions, we are aspiring to create an experience that you want while you wait for your pizza delivery and it reaches you in time.

Sell An Experience That Your Customers Will Love

1. Rich Media Support

If your customer is waiting for a confirmation on their order, you can quickly engage with them on WhatsApp and send them an invoice confirming the order. Who is not using WhatsApp in 2021? Let your customers find answers in the most unexpected ways to walk a step ahead. In addition to the invoice PDF, you can attach certain videos that are related to your product, images, GIFs, etc.

2. Converse with Bot & Human Agent

Did you know that you can resolve about 80% of first-level queries without involving your chat agents? A chatbot does the job for you when your agents are busy handling critical cases that require more attention.

Let the bot:

  • Initiate interaction with the customer
  • Transfer it to live human agent for complex queries

With a seamless bot to agent deflection, you can direct all your complex queries to chat experts and the bot will take off a load of routine queries automatically.

3. Automated Message Templates

Create personalized templates for different use cases that are specific to your business. You can resolve most of your queries with automated templates as the likes of sending booking confirmation, ticket status, and delivery alerts.

Let your chat agents have the flexibility to choose from predefined templates that saves their time. While your chat agents will be able to focus on consumer’s query, it will simultaneously increase your turnaround time, customer satisfaction score, and first contact resolution rate. Create templates in text, video, and image format to simplify the customer engagement process.

4. Never Lose Track of Chat History

When your agents have been communicating with the customer for an unresolved issue, they can retrieve the context from the chat history and address the grievances more efficiently. The chat history is also available for customers to pick up the conversation where they left off. Especially on chat channels like WhatsApp and Google Business Messages, agents can handle chats asynchronously.

If your customer has requested to repair the refrigerator and the process will take more than 3 visits, the agents will be able to respond to the chat after a short duration as well. The agents do not have to be present in real-time, they can kick start the conversation after a short interval.

5. Clear Chat Disposition Indicators

Agents can dispose of the chat with desired disposition and add chat notes that can be used for future references. This enhances agents’ productivity as they can clearly segment chats on the basis of disposition and reopen a chat that requires further assistance. While dealing with a repeat customer, it becomes imperative for agents to retrieve the outcome of the previous interactions. Dispositions can be configured at the business level and the agents can choose a disposition with an easy dropdown option.

For instance, if a customer has requested for refund, the disposition can be selected as “refund” and the CRM will show this trigger if the customer calls back again to verify the refund status.

6. Chat-based Ticketing

Automatically create support tickets with Omnichannel Ticketing whenever a customer reaches you through different chat channels. These tickets are auto-routed to the agents along with the customer details like interaction history, unresolved queries, past grievances, purchase behavior, etc. Agents can easily access these tickets in their unified agent interface without having to toggle between multiple tabs.

A new ticket is created when the customer initiates a conversation through Google’s Business Messages. This ticket can be further handled by a bot or agent 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.

Remote Working: How a Short-term Solution Turned into a Long-term Ally

If you were someone who thought it’s time to say a much-needed goodbye to the dreadful COVID19 virus then let me tell you – you were not the only one. Truth be told, many believed that we will get a handle on the situation with global vaccination drives. However, the second and in some countries the third wave of the pandemic put everything for a toss.

Businesses that were looking at remote working for the short term are now facing a shake-down. And organizations that set up their technology and infrastructure looking at work from home as a temporary solution are now re-thinking the situation as the pandemic is still not over.

The Second Wave of COVID-19: Re-thinking your Customer Experience Strategy

With the pandemic extending longer than expected, it is time for the contact centers to re-look at their customer engagement strategy and invest in the right technology to ensure great results.

Some of the contact center trends that we observed were:

  • Accelerated adoption of cloud-based call center software
  • Closing down of physical offices with workforce moving to a work from home model
  • Increase in digital channel traffic
  • Need for remote monitoring of virtual agents

How Remote Contact Center Software can benefit your Business?

Having the right technology partner by your side makes all the difference – especially in difficult times like the pandemic. A remote contact center or a cloud contact center vendor that understands your business requirements while ensuring business continuity.

#1. Agent Empowerment with the right technology

During the first wave of the pandemic, many contact center owners looked for short-term solutions to overcome the challenges of remote working, especially those faced by remote agents. One of the biggest issues being the availability of a system/computer. Unlike in the office, where agents have access to an individual laptop desktop they might not have one at home too.

Having a remote contact center solution that allows your agents to use their smartphones as a full-fledged contact center is the answer. A mobile call center software with advanced features and top-notch security features empowers your agents to manage all the inbound and outbound calls from literally anywhere, anytime using just their smartphone.

#2. Increase Agent Productivity with fewer stressors

It’s no secret that working from home has its own perks over working from an office. Convenience taking the cake at that. Armed with a contact center software powered by advanced customer interaction management features – inbound and outbound calling, CTI integration, unified agent desktop, click-to-call, and more, you can expect your agents to drive first contact resolution.

Additionally, apart from the ease of use of the contact center software solution, another factor that significantly improves agents’ lives is reduced traveling time/staying away from family and friends due to work commitments. This further improves the work-life balance along with the mental health of the agents which will directly or indirectly improve their productivity.

#3. Providing a Secure and Compliant Environment

Contact centers are data sensitive. One has to be careful as to who has access to what and when. This particularly becomes important when the agents are not working from an office. Common concerns are around data security, secure internet connection – you do not want your customer data to be leaked. For that, you need a contact center software vendor that can provide you with enterprise-grade security features.

Being PCI-DSS compliant, having ISO 27001 and ISO/IEC 27018 certification are some of the factors to consider while deciding on your contact center provider. Some other ways to ensure data integrity and security are by following measures like enabling captcha, AES 256 based data encryption, DTMF tone masking, number masking, strict password policies, etc.

#4. Embracing digitization with Omnichannel Customer Engagement

A trend that we saw in the initial days of the pandemic was a spike in customer engagement over digital channels – and this trend is here to stay. For the most part channels like social media, WhatsApp, live chat gained prominence due to lack of physical visits and human interaction. Everything went online and e-commerce saw a boom.

Check out: How Call Center Software can help the E-commerce and retail industry

For any customer-centric business, delivering an exceptional customer experience is the key to success and omnichannel contact center software is the way to go. With this, you can interact with your customers via multiple channels such as voice, email, Facebook, Twitter, live chat, WhatsApp, Google Business Messages, etc while allowing your agents to have a 360-degree view of the customer journey and thus, having contextual customer interactions. 

#5. Establish Remote Governance and Centralized Contact Center Operations

Contact centers are data-driven entities. SLA and metrics are the keys to contact center optimization. But what happens when you cannot physically see the agents sitting on their seats or see their work? You have to rely on technology! But in a virtual setting, the big question remains – who do you trust? The agent, the network, or other factors?

The best way to establish remote governance and manage operations remotely is by getting a 360-degree view of all remote systems, devices, and environments. Having this data and reports with them your IT infrastructure team if and when the issue is with the agent’s system, network, or something else, and fix it accordingly.

#6. Be on top of Contact Center Metrics with Remote Monitoring

Contact centers are data-driven entities. SLA and metrics are the keys to contact center optimization. But what happens when you cannot physically see the agents sitting on their seats or see their work? You need remote monitoring tools that empower your supervisors to track relevant call center metrics.

Live dashboards with numerical and graphical data for agent performance call volume, average wait time, and other metrics allow the managers to analyze the data in real-time and take corrective actions. Additionally, having detailed reports, for eg., missed call report, ACD report, etc further offer insights into identifying the gaps and strategizing accordingly.

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Conclusion

Businesses are going through a tough time as the world is battling the COVID-19 pandemic. Some industries like travel and hospitality saw a decline in demand whereas, e-commerce and Edutech industries saw an increase in demand. Thus, it is important for contact centers to evolve with the changing market dynamics and adopt the best technology, in this case, a remote contact center software that will help them to sail through these times and emerge a winner. As we can say with some certainty that remote working is here to stay and the sooner businesses realize that the better it with be for their future growth and customer experience.

Why Ameyo is First Choice for Cloud Contact Center Solution?

Ameyo, a cloud leader in customer experience and contact center solutions, has been providing cloud solutions to 2,000+ businesses across the globe. Ameyo’s cloud contact center software is agile, flexible, and highly customizable, making it simpler for organizations to tailor the solution according to their business needs.

1. Deployment is Fast and Flexible

Ameyo provides flexible deployment solutions for various business categories, along with custom deployment choice. With a wide range of public, private, and hybrid cloud contact center solutions, your customer engagement can be up and running in less than 48 hours. Ameyo also ensures a smooth transition from on-premise to cloud solution with ease, while preserving existing technology.

The speed and ease regardless of deployment model are guaranteed across all platforms.

2. Security Remains Priority

Ameyo’s robust cloud platform has multi-layered security features and it offers PCI DSS compliant cloud environments that are ISO/IEC 27018 and ISO-27001 certified. Additionally, it provides comprehensive data security and strict access control.

While we understand that data security is a primary concern for any business with data theft becoming sophisticated, we ensure that the data leakage is barred across all departments with our in-built features like number masking.

3. Natural Integrations with Industry-grade CRMs

Enterprises using Ameyo’s cloud contact center solution benefit from the ease of integration of the solution with their in-house or third-party CRM applications. Ameyo’s cloud solution can easily be integrated with leading applications like Zendesk, ZOHO, Leadsquared, Freshdesk, Freshsales, Microsoft Dynamics 365, Salesforce and many more..

This offers the organization to deliver a differentiated customer experience that is backed by contextual interactions across all platforms.

4. Industry Recognises Ameyo’s Cloud Solutions

Ameyo has won many awards to its name for being an agile solution that provides Best Support, Great Experience, and Best Usability. In addition to that, Ameyo has recently been honored with CRM Excellence Awards 2021 and Pandemic Innovation Awards 2021 presented by TMC.

Customers across the globe are benefitting from Ameyo’s Cloud Contact Center and are able to increase their conversion rates manifold.

5. Leaders Vouch for Ameyo’s Cloud Contact Center Solution

Ameyo empowers customer engagement for several leaders across industries including BYJU’S, HDFC Bank, OLA, Swiggy, Swiggy, and more. Our customers are our partner in disguise. We are striving for our customers’ growth and they appreciate our effort.

Within just 2020, Ameyo empowered customer experience for 250+ enterprises with more than 50,000+ agents in 60+ countries across the globe. Ameyo’s highly scalable and flexible cloud solution with its other benefits has helped us earn many customers to our name.

Want to experience how Ameyo’s cloud solution works? Request a Demo