Virtual Call Center | Features | Ameyo Emerge

Key Features of Virtual Call Center

Manage Customer Interactions with a virtual call center without investing in hardware, installation, and infrastructure

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Home | Ameyo Emerge | Virtual Call Center Features

Voice Capabilities

Make the most of your virtual call center by improving customer engagement across inbound and outbound calls

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Preview Dialer

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.

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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.

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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.

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Click-to-Call

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.

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Call Disposition

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.

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Voice Blast​

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

IVR
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.

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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.

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Number Masking

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.

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Skill-Based Routing

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.

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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.

Agent Empowerment

Prepare your agents with the best virtual call center tools to make customer management easy

Knowledge-base
Knowledge Base

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
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.

Virtual Call Center Integrations

Get instant access to all the customer information by integrating Ameyo’s virtual call center software with your business tools

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CRM - CTI Integration

Seamlessly integrate Ameyo Emerge with your business tools – Freshdesk, Salesforce, Zendesk to ensure that all customer data is available in one interface and the context of each interaction is preserved.

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Contact History

Automatically display customer interaction history in your browser, including previous calls, emails, chats, so agents are well informed before every call connects which allows agents to understand customer’s needs.

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Single Sign On

Agents do not need to remember multiple passwords. Reduce log in time because agents do not need to manually log in every time. Secure sensitive data with an authenticated credential that’s only valid for a single time.

Reporting and Monitoring

 
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Voice Logger

Record interactions for quality & compliance. Voice Logger allows you to maintain a comprehensive record of conversations for 45 days, that may be needed to train the agents and monitoring call quality.

Voice
Call Recording

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.

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Multi-Campaign Supervision

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.

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Peak-hour Control

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.

Explore How to Choose the Right Call Center Software for Your Business

ADDITIONAL RESOURCES

Start and scale up with ease in no time

No hardware or coding required. Improve your call center operations with a virtual call center software solution that is easy to deploy, easy to use and easy to manage.

Learn more about how you can run a cloud call center better: