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Cloud Based Contact Center Features

Grow your business by gaining customer loyalty with a world-class cloud based call center solutions

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Voice Services for Cloud Based Contact Center

Cloud Telephony Solutions capabilities to transform calls into customer engagement opportunities and maximize customer reach with
smart routing options

auto-dialer

Auto Dialer

Better connect rates with three types of dialers – Progressive Dialer, Preview Dialer, Predictive Dialer

Explore Auto Dialer

Web-RTC

Enable voice communication between agent browser and call server

On- call Options

Features like hold, mute, transfer and conference are available to ensure a professional experience is exhibited during customer calls.

Click-to-Call

Allow agents to automatically dial customer numbers by a single click of a button to eliminate the need for manual dial

Explore Click-to-call

Call Disposition

Configure call disposition options so that the details of every call are retained and is made available to all the stakeholders. 

Intelligent Routing capabilities of Cloud Contact Center

Steer the callers in the direction of the right agents to resolve the complaint faster with a cloud-based solution

Interactive Voice Response (IVR)

Allow the customers to choose to help themselves. Eg, payment or ask for an agent’s assistance

Explore IVR

Automatic Call Distributor

Connect the callers to the best-suited agent based on skill, IVR options, and other factors

Explore ACD

Number Masking

Ensure customer privacy and retain business by encrypting the customer’s and vendor’s number

Explore Number Masking

Skill-Based Routing

Direct customer to specific agents based on parameters such as, the agent who interacted with the caller within a custom time.

Forward to Phone

Forward calls to mobile phones or landlines so that your agents are always available even when they are working from home.

Agent Empowerment

Arm the agents to handle all types of customer queries on cloud-based contact center

Knowledge Base

A bank of information the agents can refer to resolve the queries quickly and satisfactorily

Explore Knowledge Base

Lead Prioritization

Sort and filter data based on custom parameters and attend to urgent queries on priority

Single View of Customer

Get a 360-degree view of all the customer interactions to make sure the agents are well informed and capable of handling the queries effectively

Explore Single View of Customer

CRM Integration

Seamlessly integrate Ameyo Engage with your business tool to ensure that all customer data is available in one interface

Sugar CRM

Synchronize your processes with Sugar CRM to access all the relevant information of the customer to ensure a delightful experience

Freshdesk

Integrate Ameyo Engage with Freshdesk to deliver a seamless customer experience with an exceptional experience by equipping agents with everything at their fingertips.

Explore about Freshdesk

Zoho

Form rapport with the customers by allowing the agents to view all the customer details using Ameyo Engage integration for Zoho 

Explore about ZOHO

Zendesk

Arm the agents with updated information and provide reps the power and flexibility to quickly search for a customer service request by integrating with Zendesk.

Explore about Zendesk

Reporting and Monitoring

Easily assess your relevant  call center metrics to optimize KPIs with cloud based call center solutions

Voice Logger

Keep a record of all your inbound and outbound calls to use for compliance, training, and improvement.

Explore Voice Logger

Real-Time Monitoring

Allow managers and supervisors to monitor real-time conversations between customer and agent.

Supervisor Dashboard

Assess the performance of your team on relevant metrics such as Schedule Adherence, Average Handle Time, First Call Resolution rate.

Peak-hour Control

Allow the managers to ensure agents are available and ready to take calls during rush hours.

Struggling to Choose the Best Remote Contact Center Solution for your Business?

Resources

How a Virtual Call Center Can Help to Scale Your Business

A big business starts small, but the key lies in thinking big and scaling fast. Scaling a business is easier said than done. Small b...

5 Benefits of Cloud-Based ACDs and Hosted Predictive Dialers

Owing to the large numbers involved, a seemingly insignificant amount of inefficiency could result in mammoth losses for a call cent...

Uptil recently, enterprises majorly invested in “legacy” business software model. According to Forrester Research – “Around tw...