Call Center Solution | Call Center Customer Service Solutions – Ameyo

Simplify Customer Interactions with

Omnichannel Call Center Solutions

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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?

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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.

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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.

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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.

Setup Your Work from Home Ready Call Center in 48 Hours

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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.

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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.

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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.

JABONG

“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

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:-

  1. ACD / smart routing capabilities
  2. Auto Dialer to increase call coverage
  3. Dynamic IVR – Flexible IVR prompts
  4. Deep Integration Capabilities for third party Enterprise Systems
  5. Call Center Logs- recording, notes, timestamps
  6. Single view of Customer
  7. Unified Agent desktop
  8. Detailed Supervisor reports & Agent monitoring – Even remote
  9. Work From Home Ready Solutions
  10. Hot & Cold Redundancy
Businesses configure routing rules in a manner that help them achieve a high first call resolution rate. Ameyo helps you with different routing algorithm 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 a provide a real time Call campaign/queue monitoring dashboard which helps a call center supervisor to take real time re allocation 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.

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