COVID-19 (Coronavirus) has created a lot of uncertainty in the world – in terms of personal challenges along with impacting the global economy. Governments across the globe have issued advisories and taken many steps to mitigate the situation. May countries are put under complete lockdown with businesses ensuring their employees work from home.
While this is an unprecedented situation that the world is facing today, we at Ameyo are continuously trying to navigate the waters and help our customers and prospects achieve business continuity. In our endeavor to do so, Ameyo has launched some immediate work from home solutions to help enterprises go remote faster.
We are happy to announce that in the last couple of weeks itself, 50+ Enterprises and more than 10,000 agents have gone remote using Ameyo’s WFH offerings.
Some of the common challenges that we observed in our deployments and their solutions are:
Agents Don’t Have Laptops or Desktop?
Ameyo Mobile Agent Application which is available on Android transforms your agent’s smartphone into an enterprise-level contact center with complete telephony features. The agent can self-monitor their performance to know the number of calls they have handled, break duration, average call handling time, etc. They can also add notes to a conversation and dispose of the call from the mobile app itself.
What about Viewing Customer Data?
Ameyo Remote Call Center Solution offers integration with CRM and other third-party systems by pushing the customer data to the CRM via the server. Additionally, with CTI integration, the agents can view the customer details by getting a CTI popup whenever they receive or make calls.
Poor Call Quality in Dispersed Locations?
When your agents are spread across various locations, they no longer have access to the same level of infrastructure as they have at their workplace. Ameyo’s solution backed by the WebRTC easily takes care of the issue and ensures high-quality conversations.
How to Remotely Monitor the KPIs
Ameyo offers comprehensive reporting and monitoring tools to allow the supervisors to keep an eye on the call center metrics and SLAs. Dashboards for real-time monitoring of calls with the option to snoop and barge any ongoing call – the supervisor can do it all. Additionally, she/he can also get hourly or daily reports for further analysis.
How to Maintain Data Security?
Ameyo ensures that none of the call logs or customer data is being stored on the agent’s system – mobile or laptop. All the call recordings, notes, call dispositions are stored on the server. Thus, once the agent is done with a call, she/he can no longer access the customer information.
Ameyo WFH Solutions for Industries
Ameyo has deployed industry-leading contact center solutions for enterprises in various industrial sectors – ranging from healthcare to banks and financial institutions to the e-commerce and education sector, to name a few with the aim to help them keep their operations up and running despite the current situation.
Get your customer service and support executives to serve your customers from anywhere and anytime with Ameyo’s innovative and flexible remote contact solutions backed by our more than 15 years of experience in successfully helping our customers create happy CX memories.