The next generation ticketing-system to make the customers feel valued by handling, reporting, routing, recording, monitoring, and management of customer interactions from multiple communication channels.
Be proactive in delivering a superior customer service at a lower cost. Improving efficiency to deliver a personalized customer experience with a combination of an artificially intelligent bot and a human agent.
Capture the expectations and feedback of the customers across multiple channels to better understand their needs and thus, deliver a personalised customer experience.
Create, manage and share knowledge even while being on a call. Build a knowledge powerhouse from the existing content - whether it resides in the repositories, emails or some other database.
Smart lead management system to enable inside sales teams to minimize lead turn around time across different lead sources. Automate all manual mundane tasks, limiting instances of human error.
Automate inbound call distribution in a uniform manner to route calls. Ideal for businesses that have high call inflow from multiple locations with a high ratio of customers looking for specific information.
Connect each customer to the most qualified and available agent, best suited for the interaction to improve customer satisfaction.
Reduce call abandonment rate by giving customers the option of 'Passing' the queue and connecting directly to the agent after getting notified about the expected wait time or requesting a callback at a convenient time.
Engage the agents by offering flexibility to take calls from anywhere. Forward inbound calls to an external number, SIP phones or landline to provide customer support.
Do not lose out on any customer. Identify HNI customers along with the history of previous customer interactions across multiple channels for faster resolution of customer request.
Empower the customers to self-serve with the IVR system. For further assistance, ensure the customer is routed to the most capable agent according to the complaint or request.
Deliver an automated self-service with an interactive text response. Transfer call to a live agent in case of escalation or further assistance.
Provide a seamless customer support by empoweting the agents to take control of call such as hold, mute, conferencing, cold and warm transfer.
Obtain a local number for a specific or multiple countries or port your existing numbers to make it easier for the customers to contact the organization and improve global presence.
Assists supervisor to add, delete or modify campaigns from a single screen. Quick and simple solution for managing multiple campaigns.
Advanced dialer skips calls picked by answering machine, reducing the number of unproductive calls and improving agent productivity.
Auto-dialing mechanism for numbers that are scheduled for a call back. The feature is useful in both outbound and inbound campaigns.
Agents don't need to manually punch the numbers in the dialer. Improve efficiency by allowing agents to dial out more numbers at any given time.
No need to manually select campaigns. Agents can be automatically directed towards the workbench assigned to them, improving productivity and reducing the scope of error.
Skip those numbers that are assigned to "do not call " disposition. Limit redundancy, promote compliance and improve the overall efficiency of the call center.
The multi-chat support option enables the agents to interact with the customers across various chat platforms. (Web Chat, In-App Chat, Messenger, Twitter DM, LINE , WeChat and Viber). Manage all your social media interactions (Twitter, Facebook) to create a new ticket or align it with a previously raised ticket.
Dashboards to provide real-time information about the overall operational functioning of the contact center along with the individual agent performance. Empowering the supervisor with dashboards for live monitoring of tickets created via chat campaigns to analyze and take spontaneous decisions.
Insert placeholders for email notifications and canned messages for replaceable variables such as - Ticked ID, Ticket subject, customer name, to send automated, personalized emails to reduce response time and improve agent efficiency. Standardized response format to eliminate human error.
Set an event automation rule, enabling the supervisor to track and monitor the journey of each ticket and get a notification when certain pre-listed events are triggered. Eg, on creation of a new ticket, the supervisor is notified that a new ticket has been assigned to their queue.
Set up rules with conditions and actions that will be triggered after specific time interval for rules with the matching condition, letting the supervisor and/or the customer to track the ticket. This ensures the successful completion of the SLAs and in case of a delay, the stakeholders are duly notified.
Improve the ticket management by allowing the agents and supervisors to perform a set of operations on multiple tickets in one go. The agents can save time by not having to take the same action on individual tickets and can select multiple tickets at the same time.
A self help channel that enables the customers to directly create their own ticket without waiting to connect to a call center agent. The tickets raised by the customers can be viewed separately under source type as “customer portal” by the supervisor for better ticket management and resolution.
Start conversation with with website visitors in real-time. Resolve customer query in quick turnaround time.Foster growth and increase revenue proactively by initiating sales process and reducing card abandonment.
Create Live-chat widget within native mobile app to facilitate customer interaction. Offer consistent customer experience to customers. Allow customers to get instant support from customer service agents.
Don't miss the opportunity to connect with customers on the messaging app of their choice. Ameyo Live chat is compatible with popular messaging apps like WhatsApp, Facebook, Line, Viber, Twitter and more more.
Synthesizes large volume of data to generate a comprehensive report. Get valuable insight into customer service integration on the go.
Analyze the call volume and lead penetration trend to offers insight to the supervisor about how to set the pace for various ongoing campaigns.
Access to all the relevant call center metrics and graphs to help the supervisor procure real-time reporting instantly.
Only authorized personnel can get access to the data. Dedicated and secured supervisor login to maintain data integrity.
Get insightful information like- disconnection rate, call audibility, agent call volume, call back scheduling, sales disposition, and hung up rate to analyze the relevancy and quality of the calling data.
A quick glimpse in to the historical data allows contact center supervisors to identify key performance indicators, agent training needs, call center performance and so on.
Supervisor can monitor live calls to ensure consistency and quality of all customer service interaction. Helpful for determining customer expectation, feedback and training needs of the agents.
Useful tool that allow supervisors to listen to an ongoing call and if required participate in the conversation going on between the agent and customer. Reduces multiple transfers and customer wait time. Promotes customer satisfaction.
Integrate with Salesforce CRM to get a holistic view of customer information. Earn a competitive edge by empowering the agents to instantly build rapport with the customers for better customer support.
Integrate Ameyo with SUGAR CRM to streamline the outbound calls, workflow automation along with improving customer satisfaction and experience.
Seamlessly work between Ameyo and Microsoft Dynamics to achieve top-level efficiency. Deliver personalized services with the help of customer profile information displayed in an intuitive user interface.
Round the clock monitoring and full backup to ensure data is always safe and secure. In case of any failure, activate the system manually or automatically.
Team members can view leads and helps in keeping track of different components of a campaign- assignment, management, follow-up etc.
Ensure a constantly high up-time. In case of server break down, automatic transition to the back-up server without any down-time