Get Instant Access to Real-time and Threshold-driven Data and Key Metrics
Ameyo provides contact centers with a bird’s eye view of entire operations to help them proactively manage customer demand against agent performance using the Wallboard tool. Instant access to the key metrics drive improvements in operations enabling the team to meet the customer care standards. Data can be filtered to suit the needs of the business enabling supervisors to review the real-time and threshold-driven data. Thresholds enable proactive customer demand management, leading to improved service levels and reduced wait times for customers.
Ameyo Wallboard is customizable to the specific business requirements and new display formats can be created easily to focus on individual, skill-group queue, or team performance. The user interface enables unlimited thresholds to be configured against Key Performance Indicators (KPIs) so that managers, team leaders and agents can be proactively alerted when there is a potential or actual issue within the contact center.
- Web-based access for seamless integration in an LCD environment
- Simple display with few text messages
- Instant scrolling for messages
- Quick to grasp key metrics
- Important metrics such as service quality, number of calls in the queue, number of calls abandoned can be displayed
- Thresholds created to monitor performance
- Layout designed to an enterprise’s specifications
- Change labels, reorder data, set thresholds, alarms, and control Instant Messages with the easy-to -use "Admin Console"
- “Urgent alerts” for setbacks in SLAs
- “Motivational alerts” on exceptional agent performances
- Clearly communicate key metrics to agents, team leaders, and managers
- Make a clear statement about the importance of customer care
- Continuous call centre/contact centre optimization
- Empower agents to manage customer care standards
- Accelerate the ROI of other more expensive coresystems (PBX, CRM)
- 100% scalable and supports thousands of agents