WHAT IS A CALL CENTER SOLUTION?
A call center solution enables the company to handle customer interactions. Traditionally, call center customer service solutions has been equated with only voice interactions. But, as time progressed, the customers have moved on from only voice calls to other mode of communication. With call center solutions the agents can place outgoing calls, handle incoming calls, track key call center metrics, perform workforce management, and upload automated scripts.
The customers are no more dependent on just one channel to reach the customer support. There are plenty of options available – live chat, social media, email among others. Having an omnichannel contact center software ensures customer satisfaction and improve the level of customer engagement.
WHY OMNICHANNEL CONTACT CENTER SOFTWARE?
Manage Inbound Operations
Enable your agents to handle queries efficiently with Inbound Call Center Software and provide better customer services over calls and emails. Intelligently route the calls to most competent agents available in the queue to manage agent’s efficiency and deliver exceptional customer experience. Power inbound contact center solutions with ACD, IVR and VQ Pass and reduce customer’s waiting time.
Manage Outbound Operations
Make your sales proactive with various dialers such as preview dialer and predictive dialer that would increase agent’s productivity. Auto dialers can easily detect when the call is connected with the customer and when it’s an answering machine thus reducing agent’s wait time. The major beneficiaries of Outbound Call Center like B2B, Banking and Insurance can upgrade sales scale exponentially.
Ease of Deployment
Ameyo provides easy to deploy call centre solutions that are highly scalable, flexible and secure. Engage with on-premise and on-cloud solutions to suit your business needs and increase or decrease the business size without any hassle. Ameyo’s Private and Public Cloud solutions allow businesses to handle their call center operations on the internet with ease.
FEATURES YOU WILL LOVE
IVR
Effectively route calls to the right department based on caller input
Auto Dialer
Make outbound calling easy with an automated dialing system
ACD
Auto distribute your calls to the best-suited agent via routing
CTI
Easy access to all the customer information for better conversion
Call Monitoring
Reporting and Dashboards
Call Recording
Recording every call and use these recordings to score your agents
Automation Rules
Improve the overall productivity with automated workflows
Connect Customers with the Right Agent
Route the customers to right agent to ensure first call resolution. Skill based routing can match the callers to most efficiently equipped agent in respective queue to increase customer satisfaction. Automatically route calls to agents based on customer’s data, IVR selection, business hours, agent’s availability and customer’s preference.
Empower your Workforce with Seamless Integrations
Call Center Solution allows to fetch customer data in real-time by integrating with various in-house and third party CRMs. Automatically display customer interaction history in your browser to make conversations more personalized with omni channel call center customer service solutions. Allow your agents to be well informed about previous calls, chat, emails before every interaction thus enabling them to deliver a contextual and personalized customer service experience.
Smart Dialer for Better Coverage
Increase call connect rate using outbound dialer and save agents’ time with smart operations. Reach to more number of customers with predictive dialer, it predicts the call drop ratio, analyze agents’ wait time and automatically route calls to available agents in the queue. Optimize operations and improve productivity with progressive dialer wherein calls are connected to agents only when customer has picked up the call.
Reporting and Monitoring
Call center solution allows to monitor and supervise the calls in real-time using dashboards and improve first call resolution with a call center customer service solutions. Make agent-customer interaction better with call recording, barging and snooping in to deliver exceptional customer services. Monitor individual agent’s performance by analyzing call summary, agent summary and customer summary. Track average call handling time, conversion rate and call drop ratio to make informed decisions for your business with contact center solutions.
Setup Your Work from Home Ready Call Center in 48 Hours
"Using Ameyo our customer handling time has reduced by 50%"
- BANKBAZAAR
What Our Customers have to Say
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To Deliver Seamless Customer Experience
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Take your Customer Experience to the Next level with
Ameyo’s Customer Engagement Platform
Frequently Asked Questions
- ACD / smart routing capabilities
- Auto Dialer to increase call coverage
- Dynamic IVR – Flexible IVR prompts
- Deep Integration Capabilities for third party Enterprise Systems
- Call Center Logs- recording, notes, timestamps
- Single view of Customer
- Unified Agent desktop
- Detailed Supervisor reports & Agent monitoring – Even remote
- Work From Home Ready Solutions
- Hot & Cold Redundancy
There are a number of benefits of a call centre solution such as:
- Automate your outbound calling with dialer software to reduce agent effort and increase call connects
- Increase FCR by routing your incoming calls to the right agent based on pre-defined rules
- Monitor agent performance with the help of live dashboards and call center reports
- Improve customer satisfaction to ensure customer loyalty
Ameyo’s Contact Centre Solution allows you to interact and serve your customers on an array of channels such as voice, email, WhatsApp, Facebook, Twitter, web-chat, in-app chat, to name a few.
Effective inbound call routing, intelligent outbound dialers to determine the best time to call while skipping answering machines, unified desktop with all the customer data to help agents have meaningful conversations are some of the ways in which a call center solution can help improve the customer service process of an organization.
