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Contact Center Software Features

Ameyo's modern call center features to revolutionize customer experience and create CX memories

Customer Experience Management

A feature rich Call Center Solution to help the Contact Centers transform into Customer Engagement Hubs

Case Management

Help desk Software

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.

Chatbot

Chatbot

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.

Sentiment Analysis

Sentiment Analysis

With evolving technologies like NLP (Natural Language Processing) and Prediction Model, run sentimental analysis on textual data to expedite tickets by prioritizing them. 

Voice of Customer

Voice of Customer

Capture the expectations and feedback of the customers across multiple channels to better understand their needs and thus, deliver a personalised customer experience.

Knowledge Base

Knowledge Base

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.

Digital Sales

Digital Sales

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.

Inbound Solution

 

With Ameyo Intelligent Routing, exceed customer expectations by deriving maximum value out of
each customer interaction and achieve operational efficiency.

Automatic Call Distribution (ACD)

Automatic Call Distribution (ACD)

 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.

Skill-based routing

Skill-based routing

Connect each customer to the most qualified and available agent, best suited for the interaction to improve customer satisfaction.

Virtual queuing/ VQ pass

Virtual queuing/ VQ pass

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.

Omni-channel

Omni-channel

Connect with the customers on their medium of choice.Be present on all the possible platforms. Do not lose out on an opportunity to interact with the customer on multiple channels.

Forward-to-Phone

Forward-to-Phone

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.

Customer ID and Interaction History

Customer ID and Interaction History

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.

Interactive Voice Response (IVR)

Interactive Voice Response (IVR)

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.

Short Message Service (SMS)

Short Message Service (SMS)

Deliver an automated self-service with an interactive text response. Transfer call to a live agent in case of escalation or further assistance.

Call Control

Call Control

Provide a seamless customer support by empoweting the agents to take control of call such as hold, mute, conferencing, cold and warm transfer.

Local Number

Local Number

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.

Outbound Solution 

For proactive outreach, a call center solution with multi-channel capabilities is imperative.
This is crucial for initiating targeted campaigns and business growth.

Multi Campaign Management

Multi-Campaign Management

Assists supervisor to add, delete or modify campaigns from a single screen. Quick and simple solution for managing multiple campaigns.

Automated Outbound Dialer

Automated Outbound Dialer

 Connect more calls for better lead generation. Dialing algorithms and pacing ratios can be implemented to reduce agent idle time and call drop rate.

Agent Performance Dashboard

Agent Performance Dashboard

 Supervisor can tap into an individual dashboard to track the  performance and productivity of each agent in real-time. Promotes agent productivity and accountability. 

Answering Machine Detection

Answering Machine Detection

Advanced dialer skips calls picked by answering machine, reducing the number of unproductive calls and improving agent productivity.

Call Back Schedule

Call Back Schedule

Auto-dialing mechanism for numbers that are scheduled for a call back. The feature is useful in both outbound and inbound campaigns. 

Click-to-Call

Click-to-Call

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. 

Auto-Prioritize Agent Campaign

Auto-Prioritize Agent Campaign

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.

Exclusion Management

Exclusion Management

Skip those numbers that are assigned to "do not call " disposition. Limit redundancy, promote compliance and improve the overall efficiency of the call center.

Intuitive Interface

Intuitive Interface

 Thanks to a simple and intuitive interface of the application, supervisors can set the pace of various campaigns independently. No external dependency. 


Ticketing Solution
 

Keeping track of all the customer interactions for efficient ticket management

Chat and Social Media

Chat and Social Media

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.

Dashboard and Live Monitoring

Dashboard and Live Monitoring

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.

Dynamic Templates

Dynamic Templates

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.

Event Rule Engine

Event Rule Engine

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.

Timer Rule Engine

Timer Rule Engine

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.

Macros

Macros

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. 

Customer Portal

Customer Portal

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.

Live Chat

Never miss a conversation, usher customer interaction from different channels

Web Chat

Web Chat

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.

In-app Chat

In-app Chat

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.

Chat Messenger

Chat Messenger

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.

Monitoring & Reporting 

Ameyo reporting and analytics tool allow enterprises to calculate
overall contact center productivity and individual agent performance to achieve optimum business results.

Report Generation

Report Generation

Synthesizes large volume of data to generate a comprehensive report. Get valuable insight into customer service integration on the go. 

Campaign Productivity

Campaign Productivity

Analyze the call volume and lead penetration trend to offers insight to the supervisor about how to set the pace for various ongoing campaigns.

Real-Time Reporting

Real-Time Reporting

Access to all the relevant call center metrics and graphs to help the supervisor procure real-time reporting instantly.

Unified Interface

Unified Desktop

Filtering specific information from a large pool of data is hassle-free. Agents and supervisor don't have to refer to multiple screen to get quick information. 

Wallboard Tool

Wallboard Tool

Set the bar high for customer service standards. Get a bird's eye view of the call center performance in one snapshot.

Highly Secured

Highly Secured

Only authorized personnel can get access to the data. Dedicated and secured supervisor login to maintain data integrity.

Call Disposition

Call Disposition

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. 

Historical Reporting

Historical Reporting

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. 

Call Monitoring

Call Monitoring

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. 

Call Barging

Call Barging

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. 

Integration 

Achieve new levels of agent productivity to deliver consistent customer service and
experience with our business tool.

Computer Telephony Integration (CTI)

Computer Telephony Integration (CTI)

Get all the customer information data from various third-party systems to enable the agent to provide relevant and fast customer support.

ZOHO

ZOHO

Integrating Ameyo with Zoho CRM to have personalized, contextual customer interactions along with workflow automation and intelligent call routing to serve the customers better.

Zendesk

Zendesk

Integrating Ameyo with Zendesk to build a strong base of loyal customers by empowering the agents with the unified view of all the customer interactions.

Freshdesk

Freshdesk

Integrate Ameyo with Freshdesk to have comprehensive, personalized customer interaction along with improving agent productivity using multiple business tools.

Salesforce

Salesforce

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.

SUGAR CRM

SUGAR CRM

Integrate Ameyo with SUGAR CRM to streamline the outbound calls, workflow automation along with improving customer satisfaction and experience. 

Microsoft Dynamics

Microsoft Dynamics

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.

Business Continuity

With Ameyo Contact Center Solution, put an end to operational silos and get the assurance of business continuity.

Disaster Recovery/Redudancy

Disaster Recovery/Redudancy

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. 

Workforce Management

Workforce Management

Team members can view leads and helps in keeping track of different components of a campaign- assignment, management, follow-up etc. 

Auto fail-over

Auto fail-over

Ensure a constantly high up-time. In case of server break down, automatic transition to the back-up server without any down-time