Omnichannel Contact Center Software for Seamless Customer Journey

Build an Omni Channel Contact Center for the future

Get omnipresent with omni channel call center software. Interact hassle-free with Ameyo Omni.

Brands Choose Ameyo

To Deliver Seamless Customer Experience

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Many Channels, One Platform

Drive contextual conversations on customer-preferred channels. Ameyo provides enhanced omnichannel customer service and support on a single platform. Our platform boasts of inbuilt support of most popular interaction channels- Voice, SMS, Email, Webchat, Mobile App, Social Media- Facebook, Twitter, and Instagram, and Social Messengers- Facebook Messenger, Twitter Messenger, and WhatsApp.

Email
Respond faster to customer emails using in-built email editors and canned templates. Delight your customers with the quick response time.
Voice
Manage inbound and outbound contact center processes to make each interaction count. Get contextual data of each conversation with voice recording.
Chat
Use Web Chat, In-App Chat, and Mobile Messenger Apps to initiate and receive interactions from your customers’ preferred chat channels.
Social
Smart contact center solutions diversify and strengthen customer outreach with social media platforms. This helps you be responsive to each customer interaction with your brand.

Experienced & Trusted by 2000+ Customers worldwide

Measure Contact Center Effectiveness across Channels

Monitor Channels in Real time
Voice & Chat

This Omnichannel Call Center Solution is backed-up with robust dashboards that show real-time data about agent-customer conversations through voice and chat channels. The real-time information about the interaction source channel, the agent involved in the interaction, and the context of interaction enables the call center managers and supervisors to get deeper insights into the operations and make informed decisions.

Live Monitoring
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View Channel Specific Dashboards and Reports

Get channel-wise reports of all the communication platforms that your customers prefer to communicate with you. This data enables you to identify the most common channels used by your customers and can help you to strategize your customer engagement accordingly.
This ensures a high return on investment with remarkable improvement in the overall CSAT rate.

Streamline Customer Experience across Channels

Map End-to-End Customer Journey

Manage all related interactions into a single conversation to preserve the context as well as to enhance the customer journey throughout the conversation. Agents can map a customer’s conversation journey and understand customer behavior. Plan your strategies according to your customer’s behavior and customize your further conversations according to their behavior pattern.

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Engage in context with All information on one screen

Unified Agent Desktop offers you to interact with your customers via inbound and outbound calls as well as chats as part of the active media. At the same time, the agent can also handle interactions on passive media that include emails and social media. The agent would have a single customer view even for multiple channel interaction. This Improves the agent’s overall efficiency and reduces the cost of operating customer queries.

Enhance Agent productivity across all channels

Automate Call Center operations

Omnichannel contact center solution allows you to set automation rules based on the event and time-related triggers, such as assigning a conversation to an agent or sending notification or email based on a condition.  This helps to streamline your business workflows by configuring powerful business rules in Ameyo’s omnichannel call center software

Routing

Intelligent Routing

Businesses can save time and resources by intelligently auto-routing incoming interactions from different channels to the right agent, based on the agent’s skill, workload, customer category, or priority to ensure a quick resolution. In addition to the basic routing rules like Skill-Based Routing and Least Recently Used Routing, Ameyo Omni’s advanced routing capabilities include Preferred Agent Routing, Dedicated Agent Routing as well as routing based on the inputs from a third-party or back-end system. By implementing smart routing automation, managers spend less time handling escalations and can focus more on improving core business operations.

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Frequently Asked Questions

An omnichannel contact center is a contact center that allows their customers to communicate with them via their preferred channel. These omnichannel call centers are strategized to enhance their customer experience by providing them comprehensive access to various available channels.

Ameyo Omnichannel contact center solution supports a variety of communication channels that include Email, Webchat, SMS, Mobile App, Social Media (Facebook, Twitter, Instagram), Social Messenger (Facebook Messenger, Twitter Messenger, Whatsapp)

Ameyo omnichannel solutions for call center incorporate a wide variety of advanced routing capabilities such as Preferred Agent Routing, Dedicated Agent Routing, and Routing based on the inputs from third-party system. With this, Ameyo is also backed-up with some basic routing algorithms such as Skill-Based Routing and Least Recently Used Routing.

Ameyo Omni supports a number of detailed reports that include Conversation Summary Report, Interaction Summary Report, ACD Call Details Report, Call Details Report, and Chat Details Report. These reports help supervisors and contact center managers to quantify various operational metrics.

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Handbook to Effectively Use WhatsApp for Customer Service