Call Center Software

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Understanding Call Centers

Companies in the business of customer service and support are with acquainted with a call center software. After all, a contact center software is the first touchpoint for the customers to connect with the company. If the brand fails to manage these customers well, it can backfire terribly. So, a call center software is the means to achieve the customer service goals.

Call Center Setup Management - The Deployment Models

Based on your requirements and the phase of your business, you can decide upon the most suitable call center deployment model. When the organization is in bootstrap mode with financial constraints, cloud call center might be a better option. On the contrary, in case of mid-size or large enterprises, on-premise solution might work better.

On-Premise Call Center Software

This setup calls for the hardware, software or any other infrastructure to be kept on the company's premises. Which means you are responsible for the maintenance of the system along with any untimely setup failure. Since in this model hardware based PBXs/IP-PBX are used, your installation team is tasked with sustaining and upkeep of all equipment - from headphones integration to any software. Everything is internally controlled.

Cloud Call Center Software

A cloud call center software is hosted over the internet and its biggest advantage is that the agents can access it from anywhere in the world provided they have a laptop or PC and a good internet connection. Since its basically plug and play, the cloud based call center software deployment does away with the need to setup huge infrastructure and taking care of its upkeep.

Business Parameter On-premise Call Center On-Cloud Call Center
Time to Market Buying the hardware and setting up everything takes longer Shorter time to set up. Only need to install apps and get internet connection
Cost Payments need to be made upfront for hardware, licenses, and onsite servers Limited hardware cost as the solution is hosted on cloud
Scalability Need to put in more time, money and effort to scale operations New systems are up and running in a shorter time frame
Reliability Stable system to lessen call lag or call quality Need a stable internet connection for high quality calling
Business Continuity Account for certain time lag because of having to manually switch over to a different server in case of a disaster Seamless transfer and lesser to no time lag in case of a disaster

Types of Call Center Software

Establishing the benefits of having a call center solution

Inbound Call Center Software

A business which not only manages but is proactive with their inbound calls always has an edge over those who do not prioritize them. An inbound call center solutions allows the agents to deal with their incoming queries and take them to a satisfactory resolution. An inbound calling software is particularly more effective for a company who deals with more number of incoming calls.

Outbound Call Center Software

Companies which are in the business of sales need to frequently make outbound calls and the best way to increase conversion is to have an outbound software which takes the burden off the agents and makes their daily tasks easier. An outbound call center solution which offers a bundle of capabilities such as dialer, voice blaster, click-to-call along with call center integration empowers the call center agents to have quality conversations.

Blended Call Center Software

Just like an inbound call center software is primarily used for incoming calls and outbound is used for making calls, having a blended call center software means offering functionalities of both, inbound and outbound call center solution. This setup is particularly useful in situations where the agents are handling both the sales and support processes.

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Call Center Software

Choosing The Deployment of Your Choice

Whether a business opts for an on-premise call center setup or goes for a cloud solution depends on the lifecycle of the organization. If the business is still in a nascent stage with cost being an important consideration then the obvious choice is a cloud call center software. Whereas, if the business is well established and aware of their needs, they might choose to go ahead with an on-premise solution. Either way, the bottomline is to go for a solution that fits your business needs.

When Do You Need a Call Center Software

Having a contact center software for your business calls for some investment. So, its better to be sure you actually need one before making that call. Following are some of the questions that will help you answer the need part.

  • Is you call volume high compared to the number of agents?
  • Is monitoring your call operations important for your business?
  • Do you have in-house of third-party systems which need to be integrated?
  • Is conversion rate an important metric for your business?
  • Do you need to follow any compliance and regulatory requirements?
  • SLA management
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Benefits of Call Center Software

Automating Operations

Doing everything manually - from storing the data in excel sheet to manually punching in the numbers or having a separate receptionist sitting to route the calls to the right department is not just tedious but is a waste of time. A call center software eliminates all this and automates the process to fill in any gaps and basically optimize your call center operations.

Increased Agent Productivity

Call center agents are busy people with a lot to do on a daily basis. Having a call center software empowers the agents with the right tools to efficiently manage the incoming calls along with making outbound calls. This technology stack will give a boost to agent productivity and efficiency.

Supervisor Monitoring

The job of a supervisor is to know what is going on in her/his call center. A call center software which provides them with call quality monitoring options such as barging, whisper, snoop, conferencing or transfer allows them to keep tabs on the conversation quality.

Increased ROI

Once the agent productivity and operational efficiency improves, it will have a positive impact on the cost. Since the complete call center suite along with Dialers, ACD and IVR automates the calling process to free up the agents to do more urgent queries rather than doing the mundane activities repeatedly.

Monitoring and Reporting

With a call center monitoring software, managers and supervisors can keep track of operations along with making informed decisions about future strategic plans with the help of reports and dashboards. This piece comprises of but is not limited to live monitoring, report generation, campaign allotment among others.

Delightful Customer Experience

Customers are happy when they are attended to properly and their problems are solved quickly. With knowledge base and CTI integration, the agents have all the relevant information to have an effective conversation with the customer. Not just that, having in-context conversations further eliminates the need for the customer to repeat themselves.

Building a Modern Contact Center

Augment your existing systems with the new-age technology

The world is going digital and so should you. A legacy based call center using PBX hard-phones and other such systems are a thing of the past. It is time to move towards digitization while not letting go of your previous technology. The best way to tackle this while still ensuring good ROI is to build the new setup on top of the existing systems - integrate them for a holistic approach.

Going the Omnichannel Way - Be There Where Your Customers Are

Voice

One of the most common modes of communication. Customers have been seeking help over a call for the longest time. After all it is easy, fast and sometimes the most effective way to get your problem resolved. Moreover, not everyone is fond of technology and prefer to talk directly with a live agent than a machine.

Social Media

Facebook, Twitter, WhatsApp, LinkedIn, LINE or Viber - people are using one or the other social media platform and rightly so. After all, most of these platforms are public that is, the customers can put additional pressure on the brand to resolve their issues quickly. On the brand’s part, social media is a good way to up their customer service support and even answer a common frequery on a public platform for everyone’s use.

Email

This passive mode of communication is most useful in situations which require a detailed answer of have multiple steps to be followed. In addition to that, email is a wonderful medium when proof of communication needs to be maintained. Since the agents can also customize the email templates this adds a personal touch to the emails as well.

Chat

Be proactive with your customer service with a live chat software. This is a good medium to provide real-time answers to the customers. At the same time, since its a written mode of communication, both the agents and the customers have a transcript to refer to in case of a discrepancy.

Ameyo - The Call Center Software of Choice

Give a boost to Workforce Productivity with the Right Contact Center Software

Ameyo, a leading call center software provider in Kenya is helping businesses take their engagements to the next level. With state of the art technology, intelligent outbound and inbound capabilities it powers business growth. Do away with multiple vendor management with a one-stop solution for all your call center needs. At the same time ensure smooth customer experience in addition to reducing operational complexities for effortless management.

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Key Features

Auto Dialer

Automate your outbound calling for improved productivity

Predictive Dialer

Increase your call connects by optimizing the pacing ratio

Preview Dialer

View customer information prior to making the customer call

Interactive Voice Response (IVR)

Seamless inbound calling with self-service option

Automatic Call Distributor (ACD)

Route inbound calls to the best suited agent and department

Click-to-Call

Eliminate manual dialing by simply clicking on the number

Computer Telephony Integration (CTI)

Access and update customer information with two-way synch

Supervisor Monitoring

Let the supervisor monitor the call quality with snoop, barge, whisper

Reporting and Dashboards

Real-time data of call center metrics for faster decision making

Report scheduling

Schedule or export reports for all the relevant stakeholders

Agent Presence management

Configure agent break options and track your agent activities

Voicelogger

Keep a record of all your inbound and outbound calls for compliance and regulatory requirements

Wallboard

Broadcast your call center metrics for the agents and business heads

Call Monitoring

Monitor call quality for consistency and training modules

Omnichannel Conversation

Voice, email, chat, social media, WhatsApp - be where your customers are

Automation Rules

Configure the routing rules and algorithms to improve efficiency

Unified Agent Desktop

Single view of the customer to track their journey

Ameyo Synthesizer

Design your interaction workflow for a seamless experience

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