Ameyo, a leading contact center software provider across the globe, partners with Globitel to deliver a complete customer engagement package for businesses. Ameyo being an established contact center software vendor enhances its capabilities across Quality & Workforce Management with this partnership. Ready to grab a bigger share of the billion dollar Customer Service Industry, Ameyo and Globitel are excited to take the industry by storm by delivering superior customer satisfaction and establishing new avenues of business.
As the need for a contact center is on the rise in emerging markets, partnering with Globitel brings in a huge opportunity for Customers. They get access to complete customer service technology stack of Voice Biometric, Omnichannel Contact Center, Workforce Management, and Quality Management all bundled into one.
Key Globitel Customer Service Capabilities that will augment Ameyo’s Omnichannel Contact Center Capabilities are:-
- Speech to Text Analytics: Analyzes Ameyo’s Voice Logs with Ameyo -Globitel’s SpeechLog Analytics Integration . One of the most essential areas of quality management is listening and analyzing Agent – Customer Interactions. Are they adhering to the script? Using the right jargons- all of this is possible through SpeechLog Analytics; a tool to analyze contact center calls by transcribing speech to text and turn Raw Data into Actionable Insights.
- Workforce Management: In a contact center, the end goal is to ensure that the customer experience is enriched with best-in-class services. Globitel’s Workforce Management will provide accurate staffing, which will reduce potential overspending to optimize resources and offer a measurable financial return on a call center’s investment. WFM uses accurate forecasting to optimize the staff resources, enabling managers to achieve the desired service levels and allocate skilled agents as per the forecasting requirements which in turn develops a more efficient schedule.
- SpeechLog Quality: SpeechLog Quality Assurance saves time and effort while monitoring agents’ quality of work and scoring them as it provides a range of filters for agent evaluation with quick search parameters. The supervisors can quickly use filters that are queue specific, agent-specific, or campaign specific to ensure that they have all case-related information. Integrating Globitel’s SpeechLog with Ameyo’s Contact Center Software gives the user the experience that goes beyond traditional monitoring methods.
- Voice Biometrics: Analyzing customer’s voice becomes easy with voice biometric and agents will be able to deliver enhanced services once the customer is recognized by the system. Voice authentication automatically verifies customers/callers identity based on their voice modulation. This serves the security purpose and eliminates fraud cases while customer’s identity remains confidential. It cut shorts IVR traversal time and enhances customer satisfaction.
“We’re very excited about our partnership with Ameyo. The combined strength of our products will prove to be a very beneficial match for us and clients alike. Through our SpeechLog Analytics, WFM, SpeechLog Quality, and Voice Biometric Technologies, we will completely transform the contact center into a customer service experience powerhouse.”
–Fadi Qutaishat, VP, Globitel
Partnering with Globitel is a great delight for Ameyo which will take a successful curve ahead and generate the trends that will bring more success stories to both the ventures. Channelizing these two forces in the direction of aggressive growth in the market, we are ready to onboard new clients in the future. This strategic alliance will be a winning experience for the end customers and they will definitely benefit with what both organizations have to offer under one suite.
Ameyo is a customer experience platform which help businesses streamline their customer service, customer support and collection processes. A benchmark in interaction management Ameyo provides strong channel capabilities of Voice, IVR, ACD, Dialers, Email, Chat, Social Media to interact with prospects & customers.
Globitel, founded in 1996, offers a wide range of telecom and customer care solutions in more than 40 countries throughout the world. Globitel’s portfolio consists of a comprehensive suite of solutions to manage the Customer Experience at all touch points and Workforce Optimization for contact centers as well as provide Data Analytics solutions that produce valuable insights on the customer service experience.
For operators, Globitel provides a variety of Roaming Analytics and Roaming Intelligence solutions for roaming subscribers, in addition to a suite of solutions covering Call Completion, Call and SMS Control, Mobile Lifestyle, Core Network, Business Support Solutions, Location Management, and Positioning, and Security-Centric Solutions.