Enhance Virtual Call Center Agent Productivity with a Secure Virtual Call Center Software

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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 platform 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 Virtual Call Center the Future?

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

No more busy tone. Allow the customers to schedule a call back to hold their queue position

Real-time Resource Management

Shuffle around & assign agents in real-time to different campaigns during peak traffic

Monitor All Calls

Let the supervisors monitor live calls with features like snoop, barge, whisper to ensure call quality

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 virtual agents can log in from anywhere

Enterprise Grade Call Center Features

Ameyo Virtual Call Centre 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 virtual 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 virtual 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 Software interface

Go live

Your virtual call center is up and running within 48 hours

Switch to the Best Virtual Call Center Software for Your Business

Establish Remote IT Governance

Equip yourself with up to 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 environments with 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.

LEARN MORE ABOUT ACD »

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 autodialer software.

LEARN MORE ABOUT AUTO DIALER »

Improve Visibility of SLAs & KPIs

Remotely monitor call details, call performance, call distribution, average wait time, number of customers in the 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.

LEARN MORE ABOUT REPORTS & DASHBOARDS »

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 call report to ensure they are catered to. Thus, increasing your conversion rate.

LEARN MORE ABOUT VOICEBOT »

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.

LEARN MORE ABOUT INTEGRATIONS »

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

Voiceblaster

Single View of Customer

Ready to build your Virtual Call Center?

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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

CUSTOMER SUCCESS STORY

“Ameyo helped us improve our TAT from 1 hour to 15 minutes.”

Suresh V. Suryamurthy

CEO, iMarque Solutions

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We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot

We are really pleased to use Ameyo’s service, especially the salient feature of VoiceBot which is enabling Human Line Conversation. Our customers interact with Ameyo’s VoiceBot by perceiving it as a Liveperson, so they respond in a similar way. Moreover, we can able to achieve a 40% cost saving on operational costs due to automated calls.

Thanks a lot for the Wonderful Product.

Special Thanks to the team for patiently handling our request & delivering beyond expectations.

Kumar Konar
Collection Head

Ameyo helped Gulf African Bank make their business more efficient and profitable by offering them unique solution

At GAB we have had the pleasure to use the system for about 2 years now. Overall, it has been able to meet the desired expectations that we had as well as improved our quality of service.

Phidelis Mwarenge
Contact Center Team Leader

Metro Edge Technologies increases its productivity by 60%

Ameyo’s Remote Contact Center Solution has helped us increase our productivity by 60%. It is a very effective solution that helps our agents

Kingsley Bennett
CEO

Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution

The implementation scale was huge with lot of complexity. It was a major task for us to comply with security requirements and other business requirements. The project team worked effortlessly, satisfying all the requirements.

Bilegt Tumurkhuyag
CX Senior Specialist

Khan Bank chooses Ameyo because of its highly efficient, flexible, and secure solution

Unitel embarks on a journey of digital transformation with Ameyo

Since deploying Ameyo solution – IVR interactions increased almost 20%, taking from physical and costly agents to self-service. The way we configure the IVR system is very smooth and drag & drop and doesn’t involve IT & engineers.

Tulga Otgonbayar
Chief Information Officer

Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution

Globiva’s overall conversions have gone up by 12-15% using Ameyo’s Omnichannel Solution. It provides tremendous data utilization and configuration capabilities that makes it a choice for premium service providers. We are using this solution for our international as well as domestic processes for its shortest response time and amazing dialer capabilities.

Vikram Singh Nathawat
Director and Co-Founder

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.

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

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.

The Ameyo Advantage

Leader in Customer Experience & Contact Center Solutions

Honorable Mention in Gartner Magic Quadrant for 3 Years

Awarded Frost & Sullivan Asia Pacific CCI Leadership Award

Deloitte Technology Fast 500 ASIA PACIFIC, 2014

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Ameyo's Customer Engagement Platform

+91-124-4771000

info@ameyo.com

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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.