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Omnichannel Cloud Contact Center Solution

Acing customer service experience on every channel

Many Channels, One Awesome Experience

Omnichannel communication

Engage on Customers’ Favourite Channel

Get customers to love your brand by giving them the choice to interacting on their preferred channel. Ameyo’s omnichannel cloud contact center offers an array of interaction channels – Voice, SMS, Email, Webchat, Mobile App, Social Media (Facebook, Twitter, and Instagram), Social Messengers (Facebook Messenger, Twitter Messenger, and WhatsApp), and Google’s Business Messages.

Plug and Play Integrations

Have Context-driven Customer Interactions

Integrate with all the major CRMs, ticketing systems or other third-party systems to allow your agents to have all the relevant customer data on a unified desktop – thus, eliminating the need to toggle between tabs. At the same time, cloud based omnichannel contact center save customers’ time and increase satisfaction by not having to repeat themselves.

Flexible ACD Call Routing Algorithms

Intelligent Routing for First Contact Resolution

Autoroute all your inbound queries from multiple channels to the right department or agent to ensure a satisfactory response with omnichannel cloud contact center. Configure the most suitable routing rules based on the skill of the agent, preferred agent routing, or a dedicated agent routing, to name a few. Thus, saving time and reducing escalations while improving the customer support experience.

channel-report

Channel Specific Performance Evaluation

Get data about the interaction source channel, the agent involved in the interaction, and the context of interaction for every channel. These dashboards and reports allow the supervisors to identify channels that are effective and improve the ones that are lagging. Having this information allows the managers to make resource allocation decisions to maximize ROI.

Want to drive a successful digital customer journey and deliver personalized omnichannel experiences?

Frequently Asked Questions (FAQs)

An omnichannel cloud contact center refers to a contact center setup where the agents can engage with and serve customers on multiple communication channels such as voice, email, Facebook, Twitter, WhatsApp, Live chat, etc. 

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Following are some of the benefits of cloud-based omnichannel software:

  • Serve customers on their preferred channel
  • Allow your agents to work from anywhere – with just a laptop and stable internet connect
  • Have contextual customer interactions to boost satisfaction 
  • Drive a 360-degree customer experience
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Some of the features of an omnichannel cloud solution are:

  • Omnichannel customer support (Email, voice, chat, social, video, etc)
  • A single, unified view of the customer journey
  • Channel-based routing for first contact resolution
  • Channel wise reporting and monitoring
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