Call Center Management Software
Experience unmatched call quality, intelligent routing and advanced voice features to improve your CSAT rate dramatically with Ameyo Voice
Brands Choose Ameyo
To Deliver Seamless Customer Experience
Call Center Management System Capabilities In One Place
Ensure a Personalized Experience with Customizable IVR
Create unprecedented customer journeys with customized IVR scripts, menus, and options. Smart IVR system optimization ensures that IVR scripts align with the core messaging of your brand and the routing flows take customers to the right agents.
Deliver Faster Response with Automated Routing
Reduce chances of human-error and achieve higher FCR by taking your customers to the right agent with Ameyo ACD’s intelligent routing algorithms. Choose from preferred agent routing, skill-based routing, customer persona-based routing, and many more.
Improve your Call Connect Rate with Auto Dialer
Optimize your outbound call center software by incorporating a modern autodialer. Ameyo proprietory auto-dialers include predictive dialer, progressive dialer, parallel predictive dialer, preview dialer, and PACE that match with your diverse business needs.
Deliver Context-Driven Experience with CTI Integration
CRM integration improves agent productivity by eliminating the need to manually switch tabs to find customer information. Ameyo Call Center Management Software offers hassle-free CTI integration with enterprise CRMs- Zendesk, Freshdesk Mint, LeadSqaured, Zoho, Microsoft Dynamics, Sugar, Kapture, and FreshSales.
Ensure Customer Data Privacy with Number Masking
Maintain customer privacy with number masking capabilities. Ameyo call management software enables you to have complete control of data abstraction with masked numbers in dashboards, call history, reports, call recordings, and real-time monitoring. It empowers you to anonymize customer numbers for agents at all levels.
Allow Authorized Access with Role-based Privileges
Ensure controlled access and reduced chances of human error by the contact center agents. Assign user access privileges at the system and campaign level to keep a close check on your customer data privacy and agent’s access to the workbench.
Call Center Management Software Features
That Boost Agent Productivity
Have a Single View of Customer Data with Unified Agent Desktop
Enable your agents to access all call related information and interaction history on a single screen with Unified Agent Desktop. This eradicates the need to toggle between different screens while serving customers and allows agents to optimize their operational efficiency by performing faster complaint resolution and managing CRM, telephony panel, knowledge base, self-presence management, and team collaboration options on one screen.
Automate your Follow-ups with Callback Management
Deliver personalized customer experience by enabling your agents to understand your customers. Ameyo Voice offers callback scheduling to ensure that no customer gets missed. Click-to-Call infused with callbacks notifications eliminates chances of human error. Let your customers feel heard at their convenience with automated follow-ups.
Save Agent’s Effort with Click-To-Call Capabilities
Ameyo Voice enables your agents to enhance their operational efficiency with Click-to-Dial capabilities. This feature ensures that agents do not need to manually dial the customer numbers rather they can just click a number to dial it while saving a measurable time.
Collaborate and Assist Customers as a Team
Ameyo Voice incorporates team collaboration capabilities for agents and supervisors. In cases, when agents need assistance to solve a customer query, they can check if other agents are available to help them and can internally call a specific agent or even supervisors while being on call with the customer. It allows supervisors to communicate with their teams with Internal Chat Broadcast features and enable agents to collaborate and perform as a team with one-on-one Internal chat capability.
Work from Anywhere with Mobile Agent Capabilities
Ensure that your agents can work even without desktops and laptops. Ameyo offers Mobile Agent Application to enable your agents to work from their mobile phones while away from their workstations. Empower your agents to work from their homes by incorporating the features and capabilities of a full-stack contact center software in your Agent’s mobile.
See how Cars24 improved their Lead Conversion while significantly reducing the overall TAT
Ameyo Voice for Robust Monitoring and Reporting Capabilities
Take Data-Driven Actionables with Campaign Dashboards
Ameyo Voice enables call center managers and supervisors to monitor each campaign and agent easily. While monitoring the agents’ activities and performance in real-time, managers can take informed action based on consolidated call summary, agent performance reports, and customer summary dashboard. Stay work from home ready by monitoring your remote agent infrastructure with device health monitoring dashboards.
Analyze Operational Outcome with Comprehensive Reporting
Ameyo Voice offers comprehensive reports to track and analyze several call center metrics related to agent performance and call monitoring. These reports can be fetched in different formats- HTML, CSV, XML, and PDF and can also be scheduled to be sent to multiple email addresses at desirable frequency- daily at a specific time, weekly, monthly, yearly, or at a custom time.
Manage your Workforce with User Management Capabilities
Ameyo Voice requires it to be dynamic to handle high call volumes with optimum agent utility. Ameyo call management system enables you to manage your users in a single click. Agents can be assigned to multiple campaigns as well as can be switched to another campaign to manage the call volume without any hassles.
Keep a Call Quality Check with Real-Time Monitoring
Ameyo Voice offers enhanced flexibility while monitoring the live calls- managers and supervisors can easily control any agent’s live calls. The supervisors can take complete control of a call or can barge in snoop, and whisper during a call to guide an agent or can even force log out the agent, taking over the live call.
Ensure Quality Assurance with Call Scoring
Call center managers and supervisors can score the calls while listening to the call recordings. The agents can be scored against each call and the scoring parameters can be customized according to the business strategies and requirements. This feature essentially helps in managing users or agents in different queues and campaigns, based on their specific skills and efficiencies.
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Frequently Asked Questions
About Call Center Management Software
Contact Center Management Software is a robust solution that allows businesses to serve and support their customers. A contact center management software incorporates various customer service tools that collectively enable their customers to reach out to them for product inquiries, refund issues, and complaints against the business’s service(s) or product(s) as well as to enable business representatives to reach out to their customers to inform them about offers, discounts, booking confirmation, and other information.
A call center management software makes it easier for customers to contact a business for various reasons that may include product information, refund issues, and complaints against the business’s service(s) or product(s). A customized IVR system and auto routing algorithms in place makes the entire customer journey absolutely hassle-free.
A call management system helps businesses to intelligently route and manage inbound and outbound calls. It also enables business performance tracking by offering real-time call reporting with various other features. In a nutshell, a Call Management System is a software solution that empowers contact centers with improved customer interactions and enhanced customer experience.
The cost of a Ameyo Voice varies depending upon the business requirements. Since it comes with customizable features and capabilities, the price depends on various factors, such as number of licenses required, auto dialer requirements, IVR customization, voice logger or call recording requirements, and the list goes on. You may request for a free consultation with our experts to know more about the costing.
Ameyo Voice comprises all modern capabilities and features that smoothens customer journey and maximizes customer satisfaction. The major highlights of the software are customizable IVR, automated routing, auto dialers- Predictive Dialer, Progressive Dialer, Preview Dialer, and Parallel Predictive Dialer, number masking capability, and CRM integration.