Manage Customer Interactions like a Pro, setup an Enterprise level professional contact center without investing in hardware, installation, and infrastructure.
Streamline inbound and outbound communications within a single interface
Automatically records and stores inbound and outbound calls. The supervisor can play them later to review agents' performance during calls to ensure they are compliant with your company’s quality standards.
On call features like hold, mute, transfer and conference are available to ensure that a professional experience is exhibited during customer calls.
Keep your customers engaged with custom music and wait time notifications whenever they are in call queues. Your customers can also request a callback at a convenient time or record a voicemail message.
Auto Dialer automates outbound calling procedure while managing multiple campaigns and leads. It detects answering machines, SIT and busy tones; so that only live connected calls are forwarded to the customer service agents.
Click to dial functionality allows agents to automatically dial customer numbers by a single click of a button. Agent is not required to manually dial, enabling fast, organized and efficient communications.
Configure call disposition options so that the context of every call is retained and is made available to all the stakeholders. This will ensure your internal teams are accurately aware of the latest interactions with the customers.
Configure business hours for your organization so that any call outside the working hours can be appropriately routed using the call routing features to provide a seamless experience.
Route customer calls to the best skilled or available agent based on configured logics
ACD directs inbound calls to the best available agent based on configured business rules and algorithms. This seamlessly routes queued callers to available agents improving customer experience by minimizing hold time.
IVR system enables customers with the option of either managing their interactions with or without the assistance of an agent. This helps the organization in automating routine queries that can be expedited with an IVR system reducing cost per call.
Preferred Agent Router direct customer calls to preferable agents based on various parameters; data-based, where call from customers in his lead list will be routed to him if he is available, and/or skill-based, where the call is routed to agents of preferable skill sets.
Forward calls to mobile phones or landlines so that your agents are always available even when they are working from home.
Engage with customers on the channel of their preference
Have a comprehensive display of all the customer interactions across channels like calls, emails, chats and social, so agents are well informed about the case history before the call.
Communicate with customers in their preferred channel of communication.This enables your agents to reach customers from various channels by seamlessly moving between social media, mobile, live chat, email, and phone calls.
Seamlessly integrate with CRM, help desk software, ticketing platform and other business applications
Easily integrate with your business applications like Salesforce, Freshdesk, etc., to render a better customer experience
By having the Computer Telephony Integration widget within your CRM, you can have the benefits of not toggling between applications for a comprehensive customer interaction
Monitor Virtual Call Center Software performance and capture insights on critical business metrics
Real-time Assessment Tools allow call center managers and supervisors to monitor real-time conversations between customer and agent. With tools like Call Barging, Whisper Coaching and Call Conference, the supervisor is enabled to take real-time decisions.
Assess the performance of your team with Agent Metrics such as Schedule Adherence, Average Handle Time, First Call Resolution rate, etc.
Create custom reports by applying filters on key parameters like time frame, department, campaign, etc., to arrive at the most critical business metrics as per your organization.
Get easy access to reports and gain deeper insights of your contact center metrics on a real-time basis. Analyze the comprehensive data available and continuously monitor the agent’s performance in order to improve the company’s productivity and reduce inefficiencies in business operations.
Let us help you in arriving at a decision.
Sign up for a free demo and see how Ameyo Engage can kickstart your business.