Simplify Customer Interactions with Omnichannel Call Center Solutions

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 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 the most competent agents available in the queue to manage the 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 the 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 the 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.

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Ameyo's Call Center Solution for Businesses

Connect Customers with the Right Agent

Route the customers to the right agent to ensure first call resolution. Skill-based routing can match the callers to the most efficiently equipped agent in the respective queue to increase customer satisfaction. Automatically route calls to agents based on customer data, IVR selection, business hours, agent availability, and customer preference.

Explore Automatic Call Distributor>>

Empower your Workforce with Seamless Integrations

Call Center Solution allows fetching 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 omnichannel 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.

Explore Call Center Integration>>

Smart Dialer for Better Coverage

Increase call connects rate using outbound dialer and saves agents’ time with smart operations. Reach to more number of customers with predictive dialer, it predicts the call drop ratio, analyzes 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 the customer has picked up the call.

Explore Auto Dialer>>

Reporting and Monitoring

Call center solution allows to monitor and supervise the calls in real-time using dashboards and improves 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.

Explore Call Center Reporting>>

Ameyo Helped us in Attaining our business goals

Ameyo paved the way for us by automating solutions to our requirements. We have been able to monitor our execution of the business processes, consequently expanding our presence and attaining our business goals

National Life & General Insurance Company

Ameyo Helped us in Attaining our business goals

Supportive and Cooperative Team

Ameyo Engineers, Account Managers, and Project Manager are supportive and cooperative. They immediately attend to our requests and very patient in understanding our requirements.

Jeffrey Montiano
IT Manager, Admerex Solutions

Our Customer Satisfaction Improved Greatly

Ameyo ensured the proper monitoring of issues is done because of which ‘Chili’ has increased customer satisfaction greatly

Nitish Kumar
Manager, MTML

Our Customer Satisfaction Improved Greatly

Advanced Capabilities to Improve Customer Experience

Ameyo assisted us to enhance our customer experience with its advanced capabilities.

Ian Madrid
General Manager SP Madrid

Advanced Capabilities to Improve Customer Experience

Ameyo customized the Solution as per our Requirement

“We wanted a flexible solution with customization as our organization progressed. Ameyo understood our business well and programmed the call flow and the telephony. I think it’s incredible.”

Sharmistha Majumdar
General Manager, Customer Service – Spoton

Ameyo customized the Solution as per our Requirement

Empowered us 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”

VIKAS KAPOOR
ASSOCIATE DIRECTOR-IT INFRASTRUCTURE, JABONG

Mitesh S.

System Support Engineer

I like this software because of the capability to handle large numbers of call flows. I like the efficiency of this software like how it works and gave us the option to supervise the agents activity on a real time basis and the proper reports which helps alot to conclude many things.

Shivam M.

Sr Network Engineer

Our connectivity increased with retry time and campaign settings.Working with AMEYO has a great experience mostly in terms of Customer support on any issues identified. Ameyo is economical. Its flexibility with interating different CRM and it will keep stable.

Ehab M.

Head of Electronic Banking

Easy to use and customize application with excellent support team

Sankar Rao A.

Director - Products

Ameyo software is being used as a CTI for Ola customer and partner support. The software has met the expectation of Ola and we were able to extend it to meet Ola's unique requirements.

Frequently Asked Questions

An Enterprise call center solution needs to be secure, robust & have disaster management or business continuity systems in place. Few important features are as below:-

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

Businesses configure routing rules in a manner that helps them achieve a high first call resolution rate. Ameyo helps you with different routing algorithms like skill-based routing, preferred agent routing, persona-based routing, routing on the basis of historical transactions/conversations, etc. We not only help with effective routing but also provide a real-time Call campaign/queue monitoring dashboard which helps a call center supervisor to take real-time reallocation or redistribution of Calls and agents. Explore Call Routing

An Inbound call center typically is used to solve inbound customer queries for a business. Usually as businesses expand, the existing PBX Hard phones & soft phones cannot service the rising call volumes beyond a limit. That is where inbound call center software’s come in. Customer service agents are responsible for handling these queries and logging each customer interaction into the designated inbound call center software. In effective inbound call center software, features like smart routing, IVR system, etc. are embedded within the system.

An outbound call center is typically used in a telesales /outbound lead generation scenario or in a callback scenario for reaching out to prospects who have shown interest in your business. Agents make calls to prospects or existing customers using technology like WebRTC, CTI to reach out. Outbound call center software is commonly used for proactive customer service, cross-selling, up-selling, etc.

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.