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Understanding the What and How of Video KYC

Know Your Customer” or KYC refers to the process of authenticating the identity of the customers and clients either before or during the start of the business relationship. KYC came into existence in 2002 in India. According to the Reserve Bank of India (RBI) notification, it has made it mandatory for all banks to carry out KYC of customers since 2004. In terms of the provisions of the Prevention of Money-Laundering Act, 2002 as notified by the Government of India, Regulated Entities (REs) are required to follow certain customer identification procedures while undertaking a transaction either by establishing an account-based relationship or otherwise and monitoring their transactions.

Though the banking and financial sectors (BFSI) were the first-responders to the mandate, the need for conducting KYC is widespread now and covers other industries such as mutual funds, NBFCs, lending companies, e-wallets, to name a few.

How to Get KYC Done – Steps to Get Started

Taking a look at different ways of getting your KYC verification completed

Online KYC Process

  • Visit any KRA’s website (KYC Registration Agency)
  • Enter your details as per your Aadhaar card
  • Enter OTP sent to your mobile number linked to Aadhar for verification
  • Submit application
  • Post verification by UIDAI, KRA approves your KYC
  • Offline KYC Process

  • Download and fill the KYC form
  • Enter your Aadhaar/PAN details
  • Visit a KRA office and submit your application
  • Attach the proof of identity and proof of address along with the application
  • Submit biometrics, if required
  • Track status using the given application number
  • The New Way of Customer Authentication – Video KYC

    How is Video KYC different from Usual KYC?

    There are various methods that people can use to complete their KYC for financial transactions and other such activities. As already mentioned, Know your Customer or the KYC process is to authenticate the user as per the guidelines of RBI, PMLS by the Government of India, SEBI, IRDA, and other regulatory bodies.

    How Does Video KYC Work?

    Just like one can choose to go for an offline KYC registration or an online KYC verification process, the RBI has recently approved using a Video-based Customer Identification Process (V-CIP) as a means to achieve paperless KYC. Similarly, Pension Fund Regulator PFRDA has also provided their approval for the paperless KYC for the NPS account opening. With this, Video KYC has come into the picture. Video-based KYC means that users can complete remote KYC from anywhere via a video call. The verifier authenticates the documents, does a liveliness check along with establishing the location of the person – everything is done on a video call, unlike the traditional ways.

    What are the Regulatory Requirements for Video KYC?

    Regulatory Guidelines
    Video recording; Capturing live photo of customer
    Offline Aadhaar Verification; XML file not older than 3 days
    Capture clear image of Customer’s PAN card
    PAN card verification from database
    Geo-tagging to ensure customer is in India
    Photograph of customer to be matched with the one on IDs
    Match details on ID cards with that on form
    Randomization of sequence/type of questions
    Concurrent Audit
    Identification and liveness of customer beyond doubt
    Video triggered from RE domain
    Video to be saved securely with date/time stamp
    Use of latest AI and Face recognition technology
    Redact Aadhaar Number as per Sec 16

    Video KYC – Compliant & Approved ID Verification Solution

    KYC is an integral part of the customer onboarding process for all the banks, mutual fund platforms, NBFC, and other financial institutions and organizations under the purview of RBI, SEBI, or IRDA. Video KYC refers to using the video call as a channel to conduct the KYC verification process.

    How to Do Video KYC?

    Step 1: Visit the bank’s website and schedule a video call

    Step 2: Automated confirmation on SMS or email with joining link

    Step 3: Get on a video call with the bank official

    Step 4: OSV Checks of Officially Valid Documents

    Step 5: Liveliness check with random body movements, real-time image capture, etc

    Step 6: Address Verification by the Customer with geo-tagging and Google maps

    Step 7: Face Match with Documents & Validation

    Step 8: Verifier passes or rejects the KYC Application after verification

    Step 9: The auditor reviews the details and processes the application

    Step 10: Customer notified when KYC is successful or failed

    Benefits of Video KYC Solution in the Contactless World

    Customers and prospects look for convenience. And since the world is going digital and millennials and Generation Y redefining the customer service expectations, it’s time for the financial sector to lead from the front. Digitize your KYC verification process by using the best Video KYC software solution to deliver an effortless customer experience while ensuring quicker KYC completion at a lower cost and higher customer satisfaction.

    Remote Customer Onboarding: Complete KYC by digitizing OVD collection and face verification

    Faster KYC Completions: Start to finish KYC verification process in less than 3 minutes

    Dropoff Reduction: 20% reduction in drop-offs with frequent customer follow-ups using dialers and outbound calling tools

    Cost Optimization: Up to 40% savings on KYC completion cost with fewer staff and infrastructure requirements

    Customer Convenience: Customer easily completes KYC from the comfort of their home even at low internet bandwidth

    How Video KYC Solution Works for Different Business Verticals?

    Understanding how different sectors can use the provision of video KYC to their advantage while having a look at who is eligible to opt for video-based KYC.

    Video KYC for Banks and Insurance Providers

    You might have encountered a KYC form or the bank official asking you to complete your KYC for account opening or SMS alerts or to avail other banking services. These formalities are a mandatory compliance requirement for the banks to prevent money laundering and identity theft. A video KYC solution not only allows the bank customers to do their KYC from their homes but also makes the job of the bank official a lot easier too while saving their time.

    Read more »


    Video KYC for Mutual Funds

    Capture details of the customer electronically to verify their identity and allow them to open a Demat account and deal in the stock market. The mutual fund companies can significantly increase their customer outreach and fasten the customer onboarding process with a Video-based KYC solution which makes it easy and productive for mutual funds platforms to complete customer KYC.
    Read more »

    Video KYC for Digital Payments

    Rather than investing in field agents and going door-to-door for collecting address proof and identity proof, now your officials can do all that from a single location. At the same time, with video KYC for the e-wallets and digital payments players you get to increase your customer base and penetrate tier 2 and tier 3 cities without incurring a huge cost while ensuring customers’ convenience faster KYC process.

    Read more »

    Video KYC for NBFCs

    With a video-based customer identification process, make presence-less and paperless banking a reality for the fintech and small financial banks and lenders. Enable the regulated entities to do the remote onboarding while reducing the KYC process to minutes rather than days. Additionally, the neo-banks, lending fintech, and prepaid wallet players can reduce their costs further by eliminating the need to go out to them and thus, making small ticket accounts profitable.

    Read more »

    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.

    What is CTI? How Does it Work with Salesforce?

    CRMs have proven to be an integral part of businesses. Organizations across the globe have realized that CTI (Computer Technology Integration) offers a plethora of functions and capabilities to companies compared to simple onsite CRMs.

    With the addition of CTI integration with Salesforce, businesses that encounter a high volume of incoming calls and whose sales teams make a lot of outbound calls witness a dramatic efficiency leading to better sales and revenues.

    Although many businesses have hopped on the omnichannel solution bandwagon in recent years, voice or phone calls still remain the most preferred communication channel. 

    A study conducted by North Ridge Group found that 56% of the respondents still prefer the phone to reach out to the customer service desks because it’s effortless.

     This inference from the study suggests two possibilities:

    • Businesses still need to strengthen their presence across non-traditional touch-points
    • The phone is the best medium to articulate one’s concern or pain-point even when alternative communication channels like text, chat, or social media are becoming popular.

    This brings us to our discussion about CTI, a technology that connects rugged phones to a computer system to deliver a smooth experience for all types of voice communication. 

    Keep reading to learn more about a CTI integration in Salesforce and how to leverage it to get the maximum potential from your support and sales teams.

    What Is CTI & Its Application

    CTI or Computer Telephony Interaction is a call center technology widely used by customer service teams to improve the interaction with customers. The technology essentially unifies the computer with the telephone system and can be configured at two levels –

    • Desktop:  CTI integration with desktop helps showcase rich data in the form of a screen pop-up. This allows agents to view complete customer information even before the call is connected with the customer.
    • Call Routing: Helps in identifying the caller and routes it to the correct department or agent. Additionally, agents can also transfer the call to relevant agents/departments, put the call on hold and even dispose of the call.

    Why Is CTI Relevant for Call Center Interaction?

    Revenue and efficiency are two primary concerns for businesses today. Both these entities are tied down to call center interaction for an excellent reason. 

    If a customer gets a satisfactory answer or resolution to a query in the first call, it becomes the critical driver of customer satisfaction, ensuring loyalty and trust.  

    With effective CTI integration in place, when a customer calls in, the agent does not waste time hunting customer information; everything is visible in a single view. Typically, the agent may view the following field of information about a customer:

    • Personal information about the caller
    • Account status
    • Status of the ticket-open, closed, reopened
    • Previous call logs
    • Complete chat history

    With instant access to the above information, not only does the agent productivity increase, and the first call resolution (FCR) rate of the call center is also high. 

    It is estimated that a 15% increase in FCR results in a 57% reduction in repeat calls. This is good news since handling a query within the first call may increase customer retention by 96%.

    To summarize our discussion, the relevance of CTI in terms of call center productivity can help businesses:

    • Saves Cost & Resources: CTI also leads to a significant reduction in cost and improvement in resource-saving for organizations in various ways. This may include reducing CSR churn, a drop in the price of customer database errors, reduction of telephone network toll expenses, reduction in liability cost, etc.
    • Reduce In-Call Handling Time: The CTI display offers all the relevant information even before the call is connected so that the agent can provide a quick resolution. The agent can wrap the call quickly and will be able to take more calls in a short amount of time.
    • Reduce Aggravated Session: The customer no longer needs to repeat their query to an agent in subsequent calls; therefore,  instances of aggravated call sessions are relatively lower.
    • Facilitate a Positive Agent Experience: Since the agent can accommodate several customer requests in a short duration of time that too with minimal instances of irate, the agent experience is better. They feel empowered and do optimal justice to their jobs.

    What Is a CTI Integration for Salesforce? – How Does It Work?

    Salesforce, as we know it, is a leading CRM!

    A Salesforce Open CTI is a framework developed by Salesforce that enables other third-party solutions like Ameyo, to easily integrate with Salesforce, without putting a strain on the API count. 

    A salesforce telephony integration provides an essential link between computer systems and modern telephone systems. It is a highly valuable tool and is known to help sales and support teams make and receive calls across devices.

    Customer support teams are the front troopers of any organization. To deliver exceptional service on call, they need to be in sync with all the information that is being updated in the CRM. 

    With Salesforce CTI integration, agents can get a 360-degree view of the customer in real-time. This is necessary for building a rapport with the customer as well as improving a positive customer experience.

    The following illustration aptly depicts how Salesforce CTI Integration works –

    salesforce-cti-integration

    Transforming Salesforce Into an Integrated Sales Engine

    • Agent Efficiency Gets a Whole New Meaning: Agents no longer have to switch between applications with a single username and password authentication. Everything is visible on a single screen.
    • Automated two-way synchronization:  All the information is synced in real-time; this ensures that the agent has access to updated information. This is no lag, and agents can service the customers better.
    • Integrated Dashboard Fosters Sales: With Salesforce integration, tracking sales activity is a breeze. Supervisors can also instantly manage agent performance in real-time. They can procure information related to call source, ongoing calls, and call duration.
    • Eliminates  Human Errors: The click to dial feature allows agents to call a customer directly from the CRM. There is no need to punch the number manually, thus eliminating any instances of human error.

    Ameyo’s CTI integration in Salesforce empowers your business to convert phone conversations into data instantaneously. Here’s what you get with Ameyo’s CTI integration in Salesforce:

    • Click To Call
    • Case Association
    • Smart Automations
    • Live and Historical Reporting
    • Call Recording
    • Quality Monitoring
    • CTI Pop-up
    • Automated Dialers
    • Inbound Call Management
    • Call Telephony Options
    • Call Scheduling
    • Call Dispositions & Notes
    • Mobile App Support

    Wrapping Up

    In a nutshell, enterprises that have high customer traction rely on CRM solutions.  Integrating the platform with call center software will be incremental in improving contact center efficiency.  

    Salesforce is one of the most popular cloud CRM platforms that is used worldwide. It is an integral part of customer experience solutions.

    Therefore a telephony software that can be integrated with Salesforce can improve customer experience by manifolds.

    improve customer service with CTI

    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.

    remote-call-center-ebook-cta-1024x210

    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

    Busting Myths About Virtual Contact Center Software

    Imagine a contact center software that provides flexibility of working from anywhere in the world, offers scalability, and is easy to deploy! 

    That future is now. The answer is virtual contact center software. 

    While we know virtual contact centers are going to make the cut in the decade ahead, we are ready to bust the myths about virtual contact center software. 

    Myth #101

    Contact Center Agents Become Less Productive

    Recent reports suggest that agents’ productivity increases by 40% when they are provided with flexibility to work from anywhere. Remote contact center agents become more efficient when they are provided with the facility of working from any location, any device, and any browser.

    While agents work from the comfort of their homes, they tend to take ownership and become accountable towards their work.

    Myth #102

    Remote Contact Centers Are Expensive

    Setting up remote contact centers can save up to 15% of operational costs, eliminating the need for investing in physical infrastructure. Virtual contact center software is a highly scalable and flexible solution that lets businesses scale up and down according to their business needs.

    It comes with a complete contact center features stack that enables your business to operate remotely without compromising on business productivity.

    Myth #103

    Monitoring & Tracking Can Be Challenging

    Most contact center supervisors and managers think that without the constant monitoring of agents’ performance, agents become less productive and less reliable. 

    A robust remote contact center software enables the supervisors to monitor agents’ performance irrespective of their choice of work mode and equips them with real-time monitoring tools that allows them to keep track of agents’ productivity. 

    Myth #104

    Working Remotely Poses Massive Infrastructural Challenges

    No, it doesn’t.

    Your remote agents need a laptop/smartphone and stable internet connection and you can easily handle contact center operations remotely. With minimum infrastructure needs, you can convert your smartphones into mini contact centers and deliver the kind of customer service like never before.

    Mobile agent application supports full-stack enterprise-grade features for inbound and outbound calling operations.

    Myth #105

    Remote Contact Centers Are Difficult To Set Up

    Doing away with infrastructural readiness, you can go up and running in less than 48 hours. With enterprise-grade contact center features, you can easily integrate your CRM applications, ticketing system, and other software. 

    With its user-friendly interface, intuitive dashboards, and robust features, you get the best of both worlds. 

    What’s new at Ameyo in April 2021

    New Product Updates with Enhanced Capabilities 

    Ameyo has been into customer engagement and experience space for almost 2 decades now and is preferred by renowned brands worldwide for its advanced product capabilities. In order to ensure easier CX operations and continue to bring advancements in our product line. 

    To ensure hassle-free customer interactions, this time too, we have brought in some major updates in our products under our latest product release, 4.11. 


    Scroll down to know and understand these enhancements around Ameyo Voice (Call Center Management Software), Ameyo Omni (Omnichannel Customer Support Software), Ameyo Fusion CX (Omnichannel Customer Support Software & Ticketing System), and Remote Call Center Solution. Let’s quickly jump on the updates now!

    Feature Updates for Fusion CX

    Dashboards augmented with Offline Chat Metrics

    Many businesses do not provide 24×7 service but customers may reach out to them at any time. In such situations, business managers may not want to lose a customer and instead would want their representatives to connect with those customers, the time they start their operations.

    To ensure that no offline chats are missed, a new metric- ‘Offline Chat’ is added on supervisor’s chat dashboard. This metric would provide the exact count of chats received during non-working hours or holidays in the selected period. This would help operation managers to strategize their operations  such that no customer chats coming outside business working hours gets missed. 

    In addition to this, Ameyo agents will be able to view tickets received during non-working hours or holidays. They can view such tickets by applying filters for offline chats on the ticket listing page.

    Supervisor can now view average first response time


    Supervisor’s dashboard has now been enhanced with new metrics that help them analyse agents’ performance better. They can now check the Average First Response that their agents have taken to revert on an incoming chat. This enhancement in the supervisor’s dashboard will specifically allow them to strategize workforce allocation for chat interactions coming in through various chat channels.

    Agent can now preview attachments

    Many times customers share attachments to provide more clarity on the issue raised. Downloading attachments every time to view its content increases the number of clicks for an agent and also the consumer’s data is stored in the agent’s machine even when it is not required. 

    Previewing the attachments will save a lot of time in scenarios where an agent is bombarded with attachments from customers on tickets and chats.

    The agents as well as supervisors will be able to perform various functions while previewing an attachment. They can zoom-in and zoom-out an image, play and pause a video, download only the desired attachment(s) or all attachments by clicking on a single button. 

    This capability will collectively decrease the number of clicks, significantly save agents’ time, and therefore, improve operational efficiency. 

    Administrators can now deploy custom node flow from the UI 

    Ameyo admin for chat-specific campaigns will now have a separate tab for Advanced Nodeflow Settings within their user interface. This tab will allow administrators to deploy any custom node flow from their UI itself. 

    Earlier it was handled from the backend that led to downtime in restarting the application and was more problematic for multi-tenant setups where it resulted in downtime for all the tenants on that app server. This is now completely taken care of by providing the capability of deploying node flows from the UI.

    Link the right customer with an ongoing chat 

    This new enhancement brings in a Customer Card that lets you link the right customer with an ongoing chat. The agent will be able to view some key differential details of the customer on a customer card to identify and ensure that this is the right customer to be attached to the live chat. By hovering on the customer name in the ticket listing page, customer listing tab, in the chat window, on the ticket history page, as well as on the telephony panel, the agent will be able to view the identifiable details of the customer.

    This will ensure faster resolution and boost agents’ productivity. Additionally, there will not be any discrepancy in customer records and wrong linking of customers. 

    Keep agents’ notes safe 

    Agents can add notes to tickets to keep the context of interactions. Sometimes other agents edit or delete these notes, making it difficult for ticket owners to keep the context intact. It may ultimately ruin the customer experience.

    This feature enhancement allows you to restrict agents editing, updating, or deleting other agents’ notes. Only ticket owners can make changes in their notes or delete them, however, supervisors can also perform editing or deletion of these notes. This enhancement will ensure that the context of the notes or tickets is not hampered. 

    In case of transferred tickets, once a ticket is transferred from Agent 1 to Agent 2, Agent 1 will no longer be able to make changes to its notes. Only Agent 2 will be able to do so.

    Field Agents can create tickets 

    In order to ensure that there are no missed tasks by field agents and no hassles in communicating with the backend workforce, Field agent will be able to create a ticket as well to view all tickets closed by him. He’ll be able to enter customer details for a new customer or edit the details of an already existing ticket. Ticket details with queue selection, ticket status, attachments, and ticket priorities can be entered by the field agent.

    Feature Updates for Voice

    Blacklist Inbound Calls 

    If you constantly get inbound calls from the same number, you can block this number by adding it to the blacklist. You can identify and segment customers that are to be blacklisted from the inbound campaigns. The supervisor will be able to blacklist customers by uploading a blacklisted leads CSV or can block a single number from UI. Ameyo Agents will also be able to block a number; but while blacklisting a call, a call note will be mandatory to fill by the agent.

    Mask Privilege for Auto Call On/Off

    With this enhancement in toolbar integration, the admin can enable/disable masking privilege for Auto Call ON or OFF for agents. This feature can help the administrator to keep a check on the new agents by masking their status update capability. This configuration provides businesses additional flexibility in terms of assigning role privileges.

    SIP Trunk Notifications to IT Admins 

    Use Case : In a contact center setup, to use the SIP Trunks provided by telcos, the call server must register to the telco SIP server. During use, it may so happen that the trunk may lose registration. There are several reasons for this such as below:

    1. Change in the credentials
    2. An incorrect configuration change
    3. Loss of network connection
    4. Loose network cable
    5. It could just be an error by Telco 

    When this registration is lost, the trunk can not be used to do outbound calls or receive inbound calls. Hence, the administrator or supervisor cannot effectively use this trunk in a campaign any longer.

    With this new enhancement, a Trunk down notification will be sent to contact center managers, administrators, and all supervisors of the campaign if the trunk is being used in either of the campaigns.

    Location Support with Ameyo Apps

    Ameyo app framework allows usage of system apps or user-developed apps to be used for various purposes. There can be apps that are required to be used across a contact center, while some should be restricted to be available for use by the users of a certain campaign only. Till now, we used to install an app in a particular slot.This is restrictive and allows a less number of apps. From this GA upgrade, apps can be installed in locations that can support multiple apps. 

    Locations can have certain restrictions on the number of apps. e.g. Telephony bar location will also support a fixed number of apps due to UX restrictions. If this limit is exceeded for an agent show an error to contact the Administrator.  While installing and configuring apps via App Manager, an Administrator should be able to define the scope of availability of the app in terms of role and hierarchy.  The administrator will be able to configure one app in multiple locations for a certain role. The app can be available in a contact center or multiple Processes, Campaigns or Queues.

    Priority dialing 

    Create Customer Segments or Groups for your leads in one go. You can also  automate dialing as per the customer group priority. Prioritise dialing can be done on customer segments as per your sales strategy. This targeted outreach helps improve Sales Conversion Rates.

    Disposition Class Inclusion under Call Details

    Use case : Important in businesses where two different processes require similar disposition codes but there should be some provision to segment them.

    Disposition class, as well as code, can be seen on the ‘Call Details’ screen under the ‘Manage’ tab of the supervisor’s interface. This segmentation is also present for agents while disposing of calls from a toolbar or a chat conversation. Disposition classes are already available, now they have been made available on the below shown screens:

    IVR Input Mapping on Agent’s Interface

    With this enhancement in toolbar integration, the agent will be able to view the IVR journey of the customer and understand the interaction context before connecting to the customer. This creates a positive impact in reducing call handling time and improving agent efficiency. 

    Warm Call Transfer from One Campaign to Another

    There can be a scenario when an agent has to transfer a call to another agent in some other campaign to solve a single customer query. With this enhancement, an agent can transfer a call to another agent in some other campaign. This call transfer will be a warm transfer and the agent will be able to search for another available agent for call transfer by his/her username or user Id.

    Reverse Timer for Agents Wrap Time

    With this new enhancement, a reverse Timer will be shown on the toolbar starting from the configured wrap timeout value. This will help the agent to know how much time is left for the call to be auto-disposed.

    Feature Updates for Remote Contact Center Solution

    Chat Transfer now available in Mobile App

    There can be scenarios where agents might need to transfer the chat to a different user or queue so that the chat can be redirected to the best-suited agent. With this new enhancement, the remote Ameyo agents will be able to transfer a chat to the user in the same queue or user in another queue while on chat from the chat window. This feature is already available in Ameyo’s web application and now has been extended to the mobile app.

    Alternate Number Dialing Via Manual Preview Dialing

    Some customers have more than one contact number and agents would want to dial out their alternate number in case the primary number is not reachable. Ameyo agents will have an option to select which number to dial in case of manual preview dialing. 

    This enhancement in the mobile app toolbar helps agents to dial out the alternate numbers of the customer. This cuts down the calls disposed of as ‘Customer Not Reachable’ when an alternate number is already there in the system.This feature already exists in web applications and is now also available with mobile application. 

    As we always try to match our steps with our customers’ requirements and consistently bring new features and advancements in our products, stay tuned for more updates and feature enhancements!