Ameyo’s enterprise-ready, robust, flexible, and secure Customer Engagement Platform enables businesses to Innovate Continuously at Scale. Nowadays, With the advent of technology, customer-facing organizations are transforming how they connect and communicate with their customers. Therefore, they are looking for a perfect customer engagement platform that is adaptive to the growing market needs and delivers exceptional customer service and support.
We at Ameyo have come up with the latest enhancements and updates in our existing product features. Following are a few capabilities that are added in the latest release.
Feature Updates for Ameyo CE Platform
1. 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.
Video Chat Ticketing: Ameyo users will be able to attach an ongoing video chat with an existing ticket from the ticket listing page or the customer page by opening a ticket. This ensures agents spend less time marking already available data in tickets and more time on productive tasks like solving the customer’s issues.
- Ameyo agents will have the flexibility to change the mode of Auto-Video On/Off as per their readiness to make video calls. When a user’s Auto Video is enabled, then Video inbound requests will be received by the user, otherwise, the user would not be considered for inbound video chat requests.
- Ameyo agents will be able to take brief notes while on a video conversation they are having with their customers. These notes can be referred to understand their customers’ concerns and improve the offerings and processes. Video notes will be available to view in ticket details and VLA as well.
Video Chat Routing: With this enhancement, The Ameyo administrator will be able to configure the routing rules at the CC level and can also configure the required node flow at the campaign level. Customizable dashboards with campaign-level metrics, agent monitoring, and queue monitoring.
2. 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.
3. Masked Privileges (Change Password)
With the new enhancement in features, agents will have 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.
4. Tab Masking for Supervisors
Different businesses structure their contact centers with different hierarchies or user roles. While some businesses may require supervisors to monitor and manage the contact center, others may have specific employees to monitor agents and manage the operations. Ameyo’s new enhancements in features empower administrators to access each tab (monitor, manage, reports, voice logs) for individual Supervisors or the entire system.
5. Automatic Logout due to Inactivity
In contact centers, Agent work adherence is one of the major concerns. There can be scenarios where the agent, while logged into Ameyo as active, may navigate to other applications or start browsing the internet.
To overcome this, With the new enhancement, Ameyo will now automatically log out such agents from the system after providing them with an inactivity warning. Supervisors will also get a notification regarding agents being logged out due to inactivity, and the information will also be visible in reports.
6. Enhanced Customer Search
Agents often need to search for customers based on secondary attributes like credit card or account type, home network, etc. In such cases, agents need to view both the customer’s unique identifier, name, and the searchable attribute to select the right customer.
This new enhancement in features enables Ameyo to provide more powerful customer search capabilities, allowing the agents to search for a customer based on any attribute that the administrator has marked as searchable. Additionally, agents can also select which attributes of the customers they want to see in the search results, further empowering them to search for the right customer in the least amount of time.
Want to get an overview of this month’s releases? Check more on 4.12 updates.
