Enhance Virtual Contact Center Agent Productivity with a Secure and Reliable Software
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What is virtual contact center?
A virtual contact center, also known as a remote contact center, is a working model where your contact center agents are not confined to an on-premise setup.
With a virtual contact center, businesses can outsource customer service tasks to a team of remote employees available 24/7, and agents have the freedom to work from anywhere while receiving inbound customer calls and managing outbound queries. It offers a cost-effective solution to the traditional, legacy contact center solutions with flexible deployment options.
How does a Virtual contact center Work?
All virtual contact centers are set up to remotely handle inbound and outbound calls. Virtual call platforms are hosted on cloud or business premises depending on the business requirements. Once a virtual contact center platform is deployed, the customer service representatives can log in and work from wherever they are and handle customer calls with the advanced VoIP.
Infrastructure Readiness Assessment
While the virtual contact center solution eliminates the need for setting up infrastructure and hardware installations, it requires businesses to be equipped with tools and infrastructure support to ensure uninterrupted customer service like VPN access, strong internet connection, desktop/laptop/smartphones.
Evaluating available infrastructure requires – media (SIP, PRI, gateway) and other server processors and specifications.
Choice of Cloud or Premise Deployment
One of the prime reasons contributing to the contact center's success is the speed of deployment. virtual contact centers are hardware-free; make the deployment quickly and without hassle in your business environment.
Deploy your full-fledged contact center with PSTN or VPN-based remote solution on your preferred cloud partner in just a few hours and configure IVR and phone numbers in real-time.
Onboarding and Training
Your agents need proper training and tools to virtually communicate with their peers and managers. An internal chat option using Ameyo's virtual contact center software interface will make the team collaboration easy, ensuring that remote agents can reach out to each other, especially when they are on a live call.
Ameyos' VCC creates a high trust environment with shared collaboration tools and lets the agents have access to all the information in a single dashboard.
Go live
Activativate the add-on features and integrations in the virtual contact center platform. Your virtual contact center is up and running within 48 hours.
Why is Virtual Contact 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 Contact Center Software?
Mobile Agent Contact Center Application
Ameyo offers an easy to use, flexible, and intuitive mobile contact center application so your virtual agents can log in from anywhere
Enterprise Grade Call Contact Features
Ameyo Virtual Call Centre provides comprehensive Enterprise contact 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 contact center environment to ensure data security and customer privacy.
Switch to the Best Virtual Contact 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 contact 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 contact 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
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.
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.
Have Contextual Conversations
Make Remote Working Fun with Ameyo’s Virtual Contact Center Solutions
Auto Dialer
IVR
ACD
Blended Campaigns
Omnichannel Support
Contact Center Integrations
CTI Integration
Unified Desktop
Flexible Deployment
Real-time Monitoring
Contact Center Reports
Click-to-Call
Voiceblaster
Single View of Customer
Ready to build your Virtual Contact Center?
Ameyo Vs Competition
What makes us different from other Contact 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
Ameyo empowered Awash Bank with an end-to-end system
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
Yohannes Tsegaye
Director, Customer Experience Directorate | Awash Bank
Ameyo is a feature-rich solution with several integration capabilities
We have been using Ameyo to handle our calling operations and the journey has been really good so far. It is a feature-rich solution with several integration capabilities, which truly makes Ameyo our first-ever choice in contact center solutions space. What further aligns Ameyo with us is our shared vision of expanding in the Middle East region and I am sure Ameyo will help HalaSat in the mission.
AlHashem
Contact Center Manager
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
Sankar Rao A.
Director - Products
Shivam M.
Sr Network Engineer
Ehab M.
Head of Electronic Banking
Mitesh S.
System Support Engineer
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
