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Ameyo Callversations

15 Call Center Management Software Must-Haves

Topics: Call Center Software

Ameyo powers Secure Meters to reinforce customers’ perception about service quality with top-of-the-line Contact center Technology

Gurgaon, March 25, 2015: Contact center technology and services provider, Ameyo (www.ameyo.com) is pleased to announce that Secure Meters Ltd., a leading provider of energy solutions in India, with presence in over 50 countries that offers smart metering applications and energy management solutions has successfully deployed Ameyo as their Customer Interaction Management platform to provide unmatched customer service.

Topics: Newsroom

How Contact Centers Should Use Technology to Benefit Customers

According to Louise Robinson, Sales Director of CG Consulting, “If you have 50 prospects on your list, maybe half of those, some 25, are worth your time. Of these, 12 will result in a conversion with the correct person, and of those 12, maybe seven will result in a proposal being submitted, and two or three will lead to an actual sale.” So what measures should a contact center take to enhance this skewed conversion ratio of 50: 3?

Topics: Call Center Software

Predictive Dialer versus Power Dialer

A dialer is an application to automate the process of dialing to an external contact number so that contact center agents can select calls strategically. The productivity of the call center largely depends on the number of calls addressed per day. However, due to limiting factors, such as missed calls, call waiting, calls not picked up, or the number dialed being out of service or connected to fax machines, can hamper the productivity of the contact center to an alarming degree. In order to combat such issues, outbound dialers are installed, which in turn accelerates performance, measured in Talk Time per Hour (TTH).

Topics: Predictive Dialer Power Dialer

AMEYO features in “The Gartner CRM Vendor Guide, 2015” in the Contact Center Infrastructure and APAC Region CRM Application Software Specialists space

Gurgaon, India,  17 March 2015: Ameyo, a leading contact center technology and services integration expert with practice leadership in more than twelve  industry verticals, has been featured in “The Gartner CRM Vendor Guide, 2015” in the ‘Contact Center Infrastructure’ and ‘Asia/Pacific Region CRM Application Software Specialists’ space.

Topics: Newsroom

How Does a Predictive Dialer Help Your ROI?

For every 100 calls that your contact center manually dials, only 14 reach the right person. In a situation where a company’s profitability and productivity depends upon the rate of call conversion, such a figure can be really depressing. This is where predictive dialers can come to your rescue by automating the handling of dropped and failed calls. This alone can enhance productivity by anywhere between 150% and 400% for your contact center agents. The smart outbound auto dialer benefits the contact center with features such as setting a limit for maximum call dropouts, sending an automated message to a dropped caller, or reverting on dropped calls, while also setting a time limit for each call.

Topics: Predictive Dialer Call Center Software

How Gamification Boosts Call Center Performance

 

A call center is all about providing an excellent customer experience by answering the questions of customers and solving their issues. If the call center agents have poor communication skills and fail to meet the expectations of customers, the call center may just lose its customers to the competitors. In order to provide the right kind of motivation to the employees and increase their efficiency, gamification is one process every call center needs to adopt.

Topics: Call Center Agents Call Center Software

Ameyo helps Cegura Technologies Expand its Customer Reach by powering the BPO’s Contact Center

Gurgaon, March 11, 2015: Contact center technology and services leader, Ameyo (www.ameyo.com) is pleased to announce that Cegura Technologies, an emerging BPO service provider with presence in India, Philippines, and UK headquartered in Kolkata, India that offers lead generation, appointment setting, customer service, and back office support has deployed Ameyo platform to gain a tactical advantage over its competition.

Topics: Newsroom

How is the Omni-channel Reality affecting the Banking Industry?



Today’s customers expect to be served across all channels. Most of them are using their smartphones and tablets for everything including communication, accessing emails, buying and selling and even banking. It has been estimated that by the year 2016, majority of UK population and about 80% of the US population will be connected through their smartphones. Half of the world will be able to access tablets. Social media use has been escalating in all its glory. Mobile penetration stands at 89% in developing countries and 128% in developed ones. Mobile communication has almost become subconscious. This reality has started affecting the banking industry too.

Topics: Customer Service

8 IVR Software Optimization Techniques of Fortune 500 Companies

The basic purpose of an IVR sotware is to assist customers in finding answers and resolving routine queries. Once the customer zeroes out, the purpose is defeated. But it gets worse, when the customer abandons the IVR system without receiving any relevant service. With today's trend of dominating IVR solutions threatening to alienate the very customers it was designed to support, the need for a revelation of the best practices of IVR software design is awaited.

Topics: IVR

7 Common IVR software mistakes you should Avoid

IVR (Interactive Voice Response) has transformed the way businesses handle customer calls. It has a huge role to play when it comes to customer care,managing incoming calls, and routing calls to the right customer support representatives.

Topics: IVR

Unpredictable Customer Traffic-Top Most Challenge of a Contact Center

About 48% of the companies that have adopted the contact center technology believe that unpredictable customer traffic is one of the top most challenges they have to face. While it may be high on some days, it could be incredibly low the other days. The customer traffic can even differ according to the days of the week and also the timings of the day. Although it is difficult to predict this customer traffic, contact centers should be able to organize their resources in order to attend all the calls in a satisfactory manner, without any delays.

Topics: IVR Call Center Software

How to Build and Train Your Customer Service Team

Did you know that 89% of consumers who experience poor service with your brand will knock on your competitor’s door? This is what research conducted by Forrester revealed. Another study by McKinsey showed that 70% of buying experiences are based on how the customer feels they are being treated. So, the success of your business is in the hands of your customer service team.

Topics: Customer Service