Automate The Flow Of Conversations With Omni Routing
Empower your Team to Drive Continuous Conversations and Streamline Interactions with Omnichannel Automation for Faster Service Delivery
Mapping Context From Interactions To Conversation
Viewing all the inter-related interactions clubbed under a single conversation can help the business to maintain the context and assist agents to engage in a personalized manner. Ameyo’s Conversation Resolver functionality automatically checks whether the incoming interaction from any channel is related to an already existing conversation. If yes, then the new interaction is auto-appended to the existing conversation and routed to the agent already handling that conversation.
Intelligent Omni Routing for Faster Response
Save time and resources by intelligently auto-routing incoming interactions from different channels to the right agent based on agent’s skill, workload, customer category, priority or persona to ensure a quick resolution. In addition to the basic routing rules like Skill Based and Least Recently Used routing, Ameyo Omni’s advanced routing capabilities include Preferred Agent routing, Dedicated Agent routing or routing based on the inputs from third-party or back-end system. By implementing smart routing automation, managers spend less time handling escalations and can focus more on operations.
Streamline Workflows with Automation Rules
Set automation rules based on event and time-related triggers by defining the criteria to check a conversation for automating an action like conversation assignment to an agent, send notification or email, etc. With Ameyo Omni, you can streamline workflows by automating powerful and complex business rules. Event-Based Rules are evoked when a specified event occurs, for example – a high-priority customer interaction is created or a conversation is re-opened. Time-Based Rules are implemented when a condition takes place during the course of time, for example – how much time the conversation has before the SLA breach.
Explore More about Omnichannel Contact Center
Effortlessly converse with your customers on the channel of their preference
Map the journey of the customers across touchpoints regardless of the channel of communication
Reporting & Dashboards
Monitor, schedule, and report all your customer interactions for further improvements
Ameyo empowered Awash Bank with an end-to-end system
Ameyo empowered us with an end-to-end system that was easy to use. Furthermore, we were delighted with the capability of the solution to match to our specific business processes and enhance our customer experience
Director, Customer Experience Directorate | Awash Bank
Ameyo is a feature-rich solution with several integration capabilities
We have been using Ameyo to handle our calling operations and the journey has been really good so far. It is a feature-rich solution with several integration capabilities, which truly makes Ameyo our first-ever choice in contact center solutions space. What further aligns Ameyo with us is our shared vision of expanding in the Middle East region and I am sure Ameyo will help HalaSat in the mission.
Contact Center Manager
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot
We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.
Thanks a lot for the Wonderful Product.
Special Thanks to the team for patiently handling our request & delivering beyond expectations.
Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution
At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.
Contact Center Team Leader
Metro Edge Technologies increases its productivity by 60%
Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents
Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution
The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.
CX Senior Specialist
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