Take Customer-Agent interactions to the next level with Ameyo’s feature-rich call center software solution. Be it inbound, outbound or blended campaigns – call center management was never this easy. Effective Call Routing, Bulk outbound dialing ,Real time monitoring and 100+ Call Center KPI reports.
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Ameyo offers a number of call center deployment options – from a cloud contact center to an on-premise setup or a hybrid solution. Take advantage of Ameyo’s flexible and scalable platform to setup a contact center that suits your unique requirements
Effectively route calls to the right department based on caller input
Make outbound calling easy with an automated dialing system
Auto distribute your calls to the best-suited agent via routing
Easy access to all the customer information for better conversion
Recording every call and use these recordings to score your agents
Improve the overall productivity with automated workflows
Enable your agents to access all customer queries, customer insights, and their interaction history on a single interface – Unified Agent Desktop. With UAD, your agents do not have to switch between different tabs to manage multi-channel interactions. All of the customer data is available on a single screen which saves the agents’ time and increases efficiency.
Never lose context of a conversation with Ameyo’s Call Center Software. Identify your prospects and customers’ most preferred channel of communication and to any interaction using email, chat, call with a single click. Easily filter missed interactions, push and pull customer data from CRM or other third party system to ensure faster resolution time.
Ameyo offers business continuity solutions to let your agents work remotely with their mobile phones. Ameyo Mobile Agent Application is a complete mobile contact center solution that empowers your agents with- auto dialers to automate your outbound calling, WebRTC for enhanced voice quality, and CTI integration to access all the customer information. Also, it offers agent self-tracking for routine tasks such as number of calls handled and number of breaks taken.
Encourage a collaborative approach to solving problems faster and effectively. With Ameyo’s collaboration features, allow your agents to seek help from the supervisor or colleague via internal chat. At the same time, the supervisor can broadcast announcements for all team members. This combined with the call conferencing allows your agents to have quality conversation and resolve query faster.
Empower agents to resolve customer queries faster with an integrated knowledge base. Let them get easy access to information that helps them solve a customer query in less time. The knowledge base can be customized based on your business specific content – common questions that your customers ask, some product-related articles, or anything that can help your agents to deliver informed answers.
Have personalized customer engagements with Ameyo’s Call Center Software powered by artificially intelligent bots. Perform seamless, two-way business to customer interactions using an interactive voice based conversational interface. Scale Customer engagement with machine learning and natural language processing by enabling customers to self serve using trained datasets.
A Call Center Management Software incorporates a variety of monitoring controls that empower call center managers and supervisors to keep a track of overall operations and productivity. Ameyo Call Center Software brings the ability to track and measure every customer service interaction call recordings, and live call monitoring. This quality monitoring leads to informed business decisions and improved strategies.
Ameyo allows you to easily monitor agents’ performance to ensure that quality standards are maintained. Ameyo call center management software offers real-time call monitoring with capabilities like snoop, barge, whisper, as well as force logout an agent and taking the control of a live call. This ensures data-driven feedback from managers and leads to enhanced customer experience.
Evaluate your agent’ performance based on important call center metrics and other quality parameters with Call Scoring Capabilities. With Ameyo’s customer call center software the supervisor can listen to the call recordings and score them accordingly. The manager can also filter the call details based on assigned color-codes and identify which calls have not been evaluated. Managers can extract agent scorecards as reports to keep a track of agent performance and provide well-informed feedback to the agents.
Ameyo Call Recording feature allows you to keep a log of call history records in Voice Logger for a period of 6 months which can also be archived for several years. It lets you quickly search through your voice records while enabling you to listen to call recordings with a single click player.
Ameyo offers performance reporting with a comprehensive view of business-specific operational metrics, as well as call parameters and service-level agreement statistics. It shows a variety of metrics- lead penetration, number of inbound calls handled, number of customers waiting at ACD, average call duration and other important call center metrics. Graphical presentation of all these metrics are available on dashboards and can also be fetched and scheduled as reports in different formats- HTML, PDF, XLS, and CSV.
CUSTOMER SUCCESS STORY
Transform your customer support with Ameyo’s Inbound Call Center Software that lets you customize your Interactive Voice Response (IVR) software. Ameyo IVR Software offers multi-level IVR that enables you to seamlessly route your customers to the right agent via customizable call flow mechanisms.
Intelligently route your calls to the best suited department and agent with Ameyo’s Inbound Call Centre Software power by advanced ACD System. It lets you incorporate a variety of intelligent routing rules such as Skill-Based Routing, Preferred Agent Routing, and Behavioural Pattern-Based Routing to ensure the calls land to the agent best suitable to resolve the query in less time and with maximum customer satisfaction.
With the right inbound call center solution in place, your agents can get a complete view of call history of the customers. The agents can easily see all the customer information on their screen, edit it and update it in real-time. Thus, CTI or computer telephony integration makes it easy for your agents to quickly grasp the context of the query and have well-informed quality conversations. Ameyo very well integrates with third-party systems and enterprise-grade CRMs- Zendesk, LeadSquared, Freshdesk, Zoho, MS Dynamics.
Improve your call center productivity with a dramatic increase in call connect rate. Ameyo Auto Dialers enable you to optimize your outbound calling process by reducing average call handling time of agents and increasing the number of connected calls. Choose from Predictive Dialer, Preview Dialer, and Progressive Dialer to accelerate operational efficiency while reducing call drop rate.
Voice Blaster or broadcast dialing, is a mass communication technique that allows businesses to send mass messages instantly and simultaneously. It is a highly-effective and powerful tool for telemarketing and businesses to promote new product, service or campaign
Call center software is a tool to automate inbound and outbound engagement between businesses and customers. Some of the key call center software solution features are Auto Dialer, IVR system, Smart Call Routing, CTI integration that help improve agent productivity and customer satisfaction.
A Call Center Software can be an inbound call center software or an outbound call center software according to the business requirements. Whenever an inbound customer query comes in, the software routes it to the best suited agent using intelligent routing algorithms via an ACD routing. On the contrary, an outbound call center software, automates outbound dialing using various dialers such as predictive dialer, progressive dialers, preview dialer etc.
You can start with a minimum of 5 agents. As Ameyo is a highly flexible and scalable customer engagement platform, there is no maximum limit on the number of agents. We are already serving businesses with 8000+ Call center Agents
Get in touch with us today to know more scaling your operations in a cost-effective manner.
Depending on their business requirements and use cases, call centres use an inbound software, outbound software or a blended call center software solution.
For eg, telesales call centers where outbound calls are the main activity, they will use an outbound call center software. Similarly, for customer service call centers where inbound call volume is higher, they use an inbound call center software to deliver effective customer support.
You should look for a call center software that helps you optimize operations, is cost-effective and improves agent productivity. Some of the must have call center features are – Powerful dialers, intelligent routing algorithms and ACD, IVR, Call Quality Monitoring tools, Dashboards to monitor live performance and Call Center reports to draw insights. To tie it all together, you need easy CTI and CRM integrations which further boost agent productivity.