Enhance Remote Call Center Agent Productivity with a Secure
Virtual Call Center Software
What is a Virtual Call Center?
A virtual call center, also known as a remote contact center is a working model where your call center agents are not confined to an office or a device. They have the freedom to work from anywhere while receiving inbound customer calls and managing outbound queries. With flexible deployment options it offers a cost-effective solution to the traditional, legacy call center solutions.
How Does a Virtual Call Center Work?
Virtual call centers are essentially having a call center which can be accessed remotely. Virtual Call Platform can be both hosted on cloud or business premises depending on business requirements. Once a virtual call center is deployed, the remote agents log into the system from their respective locations and are all set to handle customer calls similar to an office environment.
Why is Remote Call Center the Future?
Benefits of virtual call center
No Geographical Limitations
Flexible agent login. Allow agents and supervisors to login from any device or location
High call quality at low Bandwidth
WebRTC based calling to not compromise on call quality even when internet bandwidth is low
Call Center on Mobile
Manage all your inbound, outbound calls and view dashboards using a mobile app.
Don’t make the Customer Wait
No more busy tone. Allow the customers to schedule a call back of hold their queue position
Be on Customer’s Preferred Channel
Engage with your prospects and customers via voice call, email, WhatsApp, Facebook or Twitter
Remote Supervision
Track campaign, channel and agent performance in real-time or schedule reports to assess later.
Real-time Resource Management
Shuffle around & assign agents in real-time to different campaign during peak traffic
Monitor All Calls
Let the supervisors monitor live calls with features like snoop, barge, whisper to ensure call quality
Want to take your traditional call center remote?
Why Ameyo’s Virtual Call Center Software?
Mobile Agent Call Center Application
Ameyo offers an easy to use, flexible and intuitive mobile call center application so your remote agents can login from anywhere
Enterprise Grade Call Center Features
Ameyo provides comprehensive Enterprise Call center capabilities with Dialers, CTI, ACD, IVR , Unified desktop and Omnichannel support
Secure Virtual Application & Environment
Ameyo provides a PCI DSS compliant, and ISO/IEC 27018 and ISO-27001 certified multi-layered secured remote call center environment to ensure data security and customer privacy.
How to Setup a Virtual Call Center?
A step-by-step guide to setting up your remote call center
Infrastructure Readiness Assessment
Evaluation of available infrastructure – media (SIP,PRI, gateway) and other server specifications and processor requirements
Choice of Cloud or Premise Deployment
Deployment with PSTN or VPN based remote solution on your preferred cloud partner.
Onboarding and Training
Training of remote agents and supervisors on using Ameyo’s virtual call center interface
Go live
Your remote call center is up and running within 48 hours
Ready to build your Virtual Call Center?
Switch to the Best Virtual Call Center Software for Your Business
Trusted by 2,000+ brands across 60+ countries
Establish Remote IT Governance
Equip yourself with upto 15 parameters to overcome remote IT infrastructure challenges. Ameyo’s Application Infrastructure Management allows you to get a 360-degree view of all remote systems, devices and environment with a qualitative & quantitative feedback to Call Center Supervisors.
Centralized Control of Remote Operations
Don’t let a dispersed remote workforce and different telephony systems get in the way of monitoring your virtual agents. Get a unified view of all your virtual call center agents while having the flexibility to login from multiple devices or interfaces ans scale your remote operations with ease.
Intelligently Route your Calls
Make the most of your agents’ skills. Use the routing algorithms to automate call routing based on the availability of agents, their expertise, or customer buying history. Don’t make your valued customers repeat their queries. Connect them to the last agent they spoke to and ensure faster query resolution.
Automate Dialing to Eliminate Mundane Tasks
Allow your agents to focus on priority issues by eliminating routine, manual tasks. Configure the dialing strategies based on pre-set parameters for automatic lead assignment based on call traffic, available agents, call drop ratio, etc. Thus, increasing agent productivity with an auto dialer software.
Improve Visibility of SLAs & KPIs
Remotely monitor call details, call performance, call distribution, average wait time, number of customers in queue on a single screen. Monitor multiple campaigns simultaneously and choose the KPIs that are important to your business specific needs while fetching and scheduling reports to be sent to your inbox to examine later
Don’t Miss Calls after Business Hours
Integrate voicebots and chatbots to serve customers after business hours while allowing them to schedule a call back at a convenient time to resolve the issue. Do not lose out on any prospective customer by getting a missed calls report to ensure they are catered to. Thus, increasing your conversion rate.
Have Contextual Conversations
Provide your customer care reps with all the customer data using CTI integration to have quality conversations. At the same time, the agents can merge, split, or transfer an interaction to a different agent while maintaining the context of the conversation. In case the details need to be changed, the agents can easily do it from the same tab – the data will be pushed to the CRM.
Ameyo Vs Competition
What makes us different from other Virtual Call Center Solutions
| Ameyo | Other Vendors | |
|---|---|---|
| Call Center Monitoring | Real-time and Historic | Limited Monitoring Features |
| Reporting | Comprehensive Reports and Report Scheduling | Limited Call Center Reporting |
| Call Connect Rate | High | Low |
| Real-time Queue Management | Yes | No |
| Dialers | Predictive, progressive, Preview | Predictive & Progressive |
| Telephony | WebRTC and PSTN | Only PSTN |
| Device Flexibility | Mobile app, laptop, feature phone | Only Laptop |
| Security | Enterprise-grade | Basic |
| Complete IT Governance | Yes | No |
| Flexible Agent Login | Yes | No |
Experience Ameyo's Virtual Call Centre Software in Action
Make Remote Working Fun with Ameyo’s Virtual Call Center Solutions
Auto Dialer
IVR
ACD
Blended Campaigns
Omnichannel Support
Call Center Integrations
CTI Integration
Unified Desktop
Flexible Deployment
Real-time Monitoring
Call Center Reports
Click-to-Call
Voice logger
Voiceblaster
Single View of Customer
50,000+ Agents, 100+ Enterprises across 60+ countries got Remote Ready with Ameyo
Ameyo helped our remote contact center agents reach 100% productivity
in two week’s time while helping us handle more calls with less agents. Our average handling time reduced from 8 minutes to 4 minutes within 10 days of implementation.
It has been a fantastic ride with Ameyo. They have helped us to serve millions of customers with its intelligent dialer applications. Now we are able to answer 95% of our calls within 20 seconds and have also improved agent utilization by 80%
During the recent COVID-19 outbreak, UC proactively moved all its employees to work from home - including a 750 member contact centre team. During this transition, the Ameyo team worked hand in hand with our IT team to solve all technical problems.
Looking to take your remote experience to the next level?
Brands Choose Ameyo
To Deliver Seamless Customer Experience
4/5
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.
5/5
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.
5/5
Easy to use and customize application with excellent support team
5/5
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.
The Ameyo Advantage
Leader in Customer Experience & Contact Center Solutions
Honorable Mention in Gartner Magic Quadrant for 3 Consecutive Years
Awarded Frost & Sullivan Asia Pacific CCI Leadership Award
Deloitte Technology Fast 500
ASIA PACIFIC, 2014
Take your Customer Experience to the Next level with
Ameyo’s Customer Engagement Platform
Frequently Asked Questions
A virtual call center software is a customer service call center where agents are not bound by geographically centralized location. It provides the flexibility of working from different remote locations, working from home or different offices. It allows companies to deliver their services across different time zones and reduce the infrastructure cost.
In virtual contact center solutions, integrating with in-house or third-party CRM helps preserve the context of the conversation and give better insight to agents about the customer journey. Agents can make well-informed decisions when they are prepared for the call, thus maintaining the flexibility of workflow.
Yes, a virtual call center software can support multiple channel interaction like Chat, Voice, and Email as is required by the business.
With a virtual call center software, it becomes easy to scale up or down the business size elastically. With the reduced cost of infrastructure and hardware installation, a virtual call center solution is an easy to deploy model that is equipped with all the features like ACD, IVR, Auto Dialer, Integration Capabilities, Omnichannel Interaction, etc., to best suit the needs of a business.
Virtual Call Center simply allows agents to work from their preferred location. And when you have ease of working from different locations, agents automatically manage customer interactions effortlessly. With the best virtual call center tools like Unified Agent Desktop, Single View of Customer, and Knowledge Base Repository, agents are information ready and they can resolve customers’ queries instantly.