Key Features of Virtual Call Center
Manage Customer Interactions with a virtual call center without investing in hardware, installation, and infrastructure
Make the most of your virtual call center by improving customer engagement across inbound and outbound calls
Get relevant customer information on the agent screen before the call connects to improve call quality and sale. A CTI pop-up allows the agent to access customer’s information and preserve the context of the conversation.
Interactive Voice Response
Route the callers to the right agent every time and ensure customer satisfaction. Build a personalized IVR and give fast answers to customers with a flexible IVR Designer.
On- call options
Provide seamless experience with on-call features such as hold, mute, transfer and call conferencing. Make it flexible for agents to reach out to other agents in the queue and help customers with a quality answer, thus resolving their query.
Place calls directly from your help desk, CRM or website with Ameyo’s virtual call center voice toolbar. Click-to-call reduces human error because agents can directly call the customer with quick telephony actions.
Add call summary notes and disposition codes to your call log and integrated CRM to ensure that relevant customer information is retained. Agents can use this information to take further actions on the ticket.
Send out mass reminders and announcements to existing customers. Automate the process of sending alerts, exciting offers, discount or announce product updates to ensure customer engagement.
Intelligent Call Routing
Be smart about routing the customers to the right agent in your virtual call center and ensure first call resolution
Interactive Voice Response (IVR)
Easily configurable multi-level IVR to ensure each caller is directed to the right agent, team or department. Provide a recorded response for FAQs to ensure that the customers are given quick answers.
Automatic Call Distributor
Route inbound calls to agents based on caller data, IVR selection, business hours, agent skills. Prioritizing premium customers and ensuring first call resolution is made easy with ACD call routing.
Smart virtual call center software will help ensure customer privacy and retain business by encrypting the customer’s and vendor’s number. Avoid data leakage with number masking and secure sensitive information.
Match callers to the agents most qualified to meet their needs to increase customer satisfaction and first call resolution. Decide the routing algorithm to ensure that each call is assigned to cater to customer’s satisfaction.
Forward to Phone
This feature of a virtual contact center software helps to forward calls to mobile phones, SIP phones or landline to enable your team to remain connected, even when working remotely.
Prepare your agents with the best virtual call center tools to make customer management easy
Knowledge repository with an intelligent search to empower agents with on spot customer query resolution. Knowledge base also allows customers to find their own answers, hence fewer tickets are created.
Unified Agent Desktop (UAD)
Let agents be information ready and find quick answers to customer’s query in a single screen. Equip agents with Unified Agent Desktop to provide ease of handling multiple tickets without having to log in to different channels.
Single View of Customer
Get a 360-degree view of all the customer interactions with Ameyo’s cloud call center software to make sure the agents are well informed and capable of handling the queries effectively.
CRM Integration with Pre-Built Connectors
Reporting and Monitoring
Measure all the relevant call center metrics to optimize your KPIs and make informed decisions
Record inbound and outbound calls. Listen to past call recordings at any time to ensure compliance with quality standards. Use call records to assess the marketing strategies and customer’s pain points to improvise business standards.
Monitor multiple campaigns at one time across your call center operations with the support of multiple tab supervision. Supervisor can configure the campaigns handled on priority and choose the information being displayed.
Better manage call volumes in peak hours by ensuring agents are available to take calls. Admin can configure the call assignment according to business need and control agent’s auto call button ensuring their presence in peak hours.