<img height="1" width="1" style="display:none;" alt="" src="https://dc.ads.linkedin.com/collect/?pid=54781&amp;fmt=gif">

Ameyo Callversations

7 Steps To Implement Omnichannel Strategy

A customer’s journey within an organization involves a lot more touch points today than it did five to seven years ago. Unlike earlier, customers can contact a company through various channels today - mobile, call, chat, emails, etc. They choose the medium they are most comfortable with. The challenge today is not only to be present in these channels but provide consistently the best,integrated customer experience through all the channels. 

Topics: customer experience Omnichannel

How Ameyo Collect Can Help Streamline Your Collections Process and Improve Efficiency


When you ask bank personnel what is the major challenge they face, almost everyone will start talking about the increasing amount of
Bad Debts and Non-Performing Assets - people who have stopped paying their due in time or totally disappeared without paying the credit amount. The reason can be as simple as the person forgetting to pay before the due date, to willing but not enough cash available to wilful default.

Topics: customer experience Omnichannel collections

Embrace These Omnichannel Strategies To Digitally Transform Your Contact Center


We live in the age of digital transformation, but are businesses really ready to address the needs of digital savvy customer?

Picture this - you have some queries regarding the mobile services plan, so you started a web chat session using the ‘click to chat’ option on your service provider’s ‘Help and Support’ web page. However, you didn’t get the required information after 5 minutes on chat, and hence you call up a customer service representative (CSR). The CSR asks the same questions that the web chat agent had already asked earlier. And we all know rest of the story - as we’ve been there multiple times, ending up in frustration.

Topics: Omnichannel contact center

Despite Digital Wave in the Contact Center Technology Space, Voice is Here to Stay – What Next?

There is a lot of talk about the impact of digital channels on call centers. Customer Experience leaders worldwide are walking through a maze of technology stacks and putting together pieces of a jigsaw puzzle called Omni Channel Customer Experience, while on the other hand, balancing costs in a business. Contact center technology has been evolving very rapidly, and digital transformation in contact centers has only recently started picking up pace and gaining traction.

Topics: Call Center Software Omnichannel contact center

Why Omnichannel Customer Experience is the key to an Inbound Call Center Software?

Life is all about experiences. We humans are emotional beings and these experiences that we go through determine the level of trust and confidence we place in people, places, products and services. Talking about “Services” , it's a bit different than the other variables.

You know why? Because we expect it to be good and it's not just the one time but as people /customers we look for consistency. A remarkable customer experience in not a one time job, it’s true value lies in an exquisite, consistent customer experience.

Topics: Call Center Agents Omnichannel Agent Routing Inbound Call Center

Age of Omnichannel: 4 Mediums Customers Prefer Most These Days

“This is my world, my world!”

These were the legendary words of Agent Smith, before he had come, flying at Neo in the Hollywood blockbuster - The Matrix. This movie raised a lot of eyebrows, but more than that it raised a lot of questions on reality, with its conclusive logic.

Fast forward more than 15 years, and a similar phenomenon is being observed in the customer service landscape, in the form of - Omnichannel mode of communication

Topics: Customer Service customer experience Omnichannel

5 Common Omnichannel Customer Service Mistakes that you Must Avoid

Customers do not distinguish between channels while reaching out to a company. They simply want to find the solution to their issues and answers to their questions no matter which channel they choose to engage with you. Be it mobile, voice, text message, chat or social media, customers expect to have a flawless experience. They might start a conversation on one and continue on another and do not wish to repeat the information already provided, thus blurring the lines between channels.

Topics: Customer Service Omnichannel

How Contact Center Technology is Revolutionizing the Car Rental Industry


The car rental industry took in around $27 million in revenue last year. With a million-dollar increase over 2014, the rental industry is expanding as more and more Americans are hitting the open road and traveling for work and leisure. So, as rental companies and startups reach beyond their existing customer bases, customer experience management software is also revolutionizing the way that agents and other professionals are servicing travelers nationwide. 

Topics: Industry Challenges customer experience Omnichannel

What the Future of Customer Experience will Look Like

Customer Experience (CX) has traversed quite the distance - from being a buzzword, to being one the most imperative integral parts of almost all business strategies.

The enormous relevance of customer experience has been substantiated by Forrester Research. A study by the firm states that CX assumed the numero uno status in the priority list for business and technology leaders in 2015. Moreover, it stands tall as a critical success factor for all enterprises in 2016.

Now, a lot has been said and written on customer experience and why it is important for all businesses to include it in their policies. Frankly, this blog post is not going to emphasize on the importance of customer experience.

Topics: customer experience Omnichannel

Customer Acquisition Vs. Customer Retention - A Detailed Analysis [Infographic]

If you are working in a service industry or have market inclination, you would agree with me that most organisations prefer customer retention over acquiring new customer. If you are wondering what makes them go after customer retention vs. customer acquisition, there are many parameters involved. The biggest factor which stands out here is the ‘cost factor’.

Topics: Customer Service customer experience Omnichannel