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.
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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.
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.
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
Best features that are required in a call center solution are:
1. ACD / smart routing capabilities
2. Auto Dialer to increase call coverage
3. Dynamic IVR System
4. Deep Integration Capabilities
5. Call Recording
6. Real time Agent monitoring
7. Multiple Call center reports
Configure the routing rules that help you achieve first call resolution. Using routing algorithm like skill-based routing, preferred agent routing, persona-based routing, routing on the basis of historical transactions/conversations, etc. Prioritize your customers with routing rules and ensure a high rate of customer satisfaction.
Ameyo Omni helps in automating contact center operations that lets agents focus on critical issues and eliminate mundane tasks. It helps to preserve the context of the conversation where agents are aware of the customer journey. Automation rules based on the event and time-based triggers save agent’s time and improve customer engagement.
Inbound call center operates the large volume of calls from the customers who are seeking an answer to their queries, issue resolution or reaching to customer service reps. Customer service agents are responsible for handling these queries and providing the space that customers are looking for. In an effective inbound call center software, features like smart routing, IVR system, etc. are embedded within the system.
In an outbound call center, agents make calls to prospects or existing customers using technology like predictive dialer to initiate a large number of calls in one go. Outbound call center software is commonly used for proactive customer service, cross-selling, up-selling, etc.
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