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What’s new in Ameyo: Features to Optimize Your Customer Journey

Competition in the contact center space is intensifying over time. Being a trailblazer in the CC landscape calls for persistent innovations. It also demands prolonged efforts in maintaining stable and consistent relationships with customers. Adhering to our belief in customer-first strategy, our team at Ameyo consistently works on improving the CSAT score to stay a step ahead in the competitive landscape.
Our quarterly product updates and upcoming innovations enable our customers to stay ahead in the CX Battle. We have added notable features into our Ameyo 4.6 Release to ensure that our customers can run their business processes with ease. This time we bring together flexible Outbound Dialing, Augmented Monitoring Capabilities, Enhanced User Interfaces, and Advanced Third-party Integrations in our enriched feature set.
Here’s a quick snapshot of what we have for you, today:

1. Cross Process Customer Visibility

Why :
Agents need a 360-degree contextual view of customer data to have an effective conversation with the customer on a day-to-day basis. This is generally needed in organizations running more than one process like Telesales and Customer Support, and there is an overlap of customer information profiles.
Usecase :
Let’s say an agent Ron calling customer Caroline for selling car insurance needs to view her past and pending tickets and related customer data. To ensure a smooth customer journey and to have a better conversation context, the agent would need information like the insurance schemes that Caroline has already signed up for, the requests she raised for her medical insurance/term insurance, the solutions provided to her.This information would help him sell better and know the pain points and requirements of Caroline better.
How :
To aid agents and to create a comprehensive 360 customer data solution, Ameyo now offers Cross Process Customer Visibility. Agents get access to centralized data from any source in the form of a unified customer profile and could have an additional context to customer conversations.

2. Customer Data Access Privileges

Why :
Businesses often want to guard sensitive customer data against different user segments. They might want to hide data like a phone number/account number from a certain set of agents even when they are working on those contacts/tickets. There is a need for controlled data view privileges to be assigned for the different set of users to prevent a data breach and to maintain customer data privacy.
Usecase:
Tickets that are first received by the L1 team and then are passed on to the next level i.e. L2, L3, and so on. At each level, exposing all of the customer information is not advisable by operation heads.

How:
As the name suggests, this configuration prevents customer data from being misused and helps achieve data abstraction at a hierarchical level or on a random user to user group basis. Ameyo admin would be able to control and hide the customized customer data fields at different queue levels by assigning/un-assigning access to data on a user-group/queue basis and would be able to maintain data abstraction.

3. Customizable Supervisor Dashboards

Why:
With great dollops of data, Operational/IT heads in contact centers look for tailor-made dashboards as the metrics significant for one manager might not be that relevant for the other.
Usecase:
Ronda heads Customer Service Department and Jane takes care of Operations. Now Ronda might be more concerned about SLAs and Agent Wait Time etc and Count of calls handled or agents on a break period might be of more interest for Jane. A count of dialable numbers left in a lead list will help Jane to be prepared in advance in case the dialable number are few in number.

How:
This new feature makes the supervisor dashboards more personalized and customizable. The customizable app slots in supervisor dashboard achieved via Apps Framework offers flexibility in terms of dashboard reporting and augment business-oriented data point monitoring. The app slots can be customized for different business / operational metrics as per the business requests.

4. Third-Party Ticketing Updates Sync

Why
Agents have gazillion tasks in hand and it becomes quite overwhelming for them to resolve tickets and to do everything to make sure the customer details and ticket data are in sync and get updated in a single shot.
Usecase:
ABC organization using Ameyo has its order management system residing in the iframe for CRM. For instance, the agent updated the order details in the OMS, to maintain data integrity, the same should get reflected in the related customer ticket that is still pending for resolution. This would also reduce the amount of time spent on each stage of ticket resolution and would streamline the customer support processes.
How:
To improve an agent’s ticket handling time and visibility, the changes made on the customer information in a third-party system residing in Ameyo’s iframes can be updated in the related customer tickets at the same time. This would reduce the clicks as the changes in the ticket would be pushed in one go in both the places i.e. ticket details and CRM. The functionality is developed to be modular and is therefore achieved via App SDKs.

5. Flexible Outbound Dialing Campaigns

Why:
Managing and running multiple call campaigns often result in a cluttered window for operation heads as they have to work upon multiple tabs. This has multiple downsides and creates chaos as there are numerous campaigns to be managed at the same time.
Usecase:
An Offbeat BPO center has a list to be dialed out for telesales for medical insurance. Now the supervisor wants to dial out leads without insurance followed by the ones already having the insurance for upselling and cross-selling. Supervisor also wants to monitor both of these prospects separately. This would result in creating two separate campaigns and enabling the lead lists and managing them separately.
How:
As the name suggests, with this enhancement this would get a whole lot simpler as the supervisor would be able to segregate and prioritize the contacts to be called at the lead level. They would be able to create separate lead lists under a single campaign and activate calling at the lead level thus would easily manage them with the segregated dialing prospects.
This was just a glimpse into the features that were built to supercharge the operational efficiency of contact centers. There are plenty of other features in our recent release, that can make customer engagement and support a breeze for you. In the interest of creating a customer-centric world, our team continues to make Ameyo’s platform more flexible and feature-rich. As we say, Customer Service is not a department, its a responsibility of everyone in the organization, we are striving to turn our customer requests into reality and make the customer experience better.

SolexPLUS Partners with Ameyo to Deliver Omnichannel Support across Saudi Arabia

Ameyo, a profound Contact Center Technology Leader is excited to announce its partnership with SolexPLUS, one of the leading Business Process Outsourcing (BPO) company based out of Saudi Arabia, to deliver an Omnichannel Customer Service & Support across all its Customers.

Ameyo and SolexPLUS together aim to provide consistent customer service across multiple channels like Live Chat, WhatsApp, Email, and Social Media. As SolexPLUS thrives to improve customer satisfaction and deliver on its customer’s expectations in Saudi Arabia, they have deployed Ameyo’s Fusion CX to deliver omnichannel customer service & support to its customers across voice, email, Whatsapp, Twitter, Facebook, Webchat, etc.

Together, Ameyo and SolexPLUS create a customer-centric environment where each customer interaction is managed with proficiency. Ameyo’s Fusion CX supports SolexPLUS to do email ticketing and handle omnichannel conversations on a single platform.

How SolexPLUS provides services with Ameyo?

Omnichannel Interactions: A customer can choose to reach out to businesses via multiple channels. Agents are notified of every interaction and the platform can also be extended to handle ticketing use cases.

Increased Agent Productivity: Agents do not have to toggle between multiple tabs. They can access conversation history in one interface and work for faster resolution while ensuring personalized customer service.

No Missed Tickets: Ticket management becomes easy when you can auto-assign tickets to your agents based on pre-configured parameters like Heat Map Index, Sentiment Analysis, Event & Time-based triggers, and SLA breach.

Self Service: Customers are seeking for the prompt response and with Self-Service IVR, Chatbot, and Customer Portal, customers can resolve their query, thus First Call Resolution and CSAT increases significantly.

Data-Driven Insights: With Ameyo’s Bird’s Eye View App, managers get a hold on the campaign data in a quick glance. Periodic reports scheduler helps supervisors get the holistic view into each campaign and they can analyze each agents’ performance individually.

SolexPLUS recently deployed Fusion CX with the largest ever tourism project in Saudi Arabia, providing omnichannel customer service on Voice, Email, Whatsapp and Chat with Email Based Ticketing. SolexPLUS is looking to extend the customer service technology stack to its other customers across all verticals and other Outsourcing offshoring projects.

Learn more about the Call Center Software for Enterprises in Saudi Arabia.

Nigeria – The Emerging Call Center Technology Leader

The global outsourcing industry has seen tremendous growth in the last couple of decades and is touted to grow even further in the years to come. India, once being the hub of business process outsourcing (BPO) is being quickly replaced by other geographies such as Philippines and more recently the second largest continent in the world aka Africa. With South Africa already speeding ahead and developing a strong infrastructure of both personnel and other resources, it’s time to shift our focus towards another emerging leader from the African continent – Nigeria

The Changing Contact Center Landscape

The Demographics

Nigeria is blessed with a relatively younger population. Of the 200 million citizens, the median age is around 18 years. These compelling statistics are a positive indicator of a huge resource pool and greater potential workforce. Also, since English is the language of business in Nigeria, the population is generally quiet comfortable in conversing in the same. There is no doubt that the BPO industry is one of the largest employers and can absorb massive number of well-trained and certified individuals. So, with the right training programs which allow the people to further hone their skills along with training them in others such as basic computer training and any advanced programs depending on the business needs, we can give a boost to the employment rate as well.

Increasing Tech Penetration

The internet has enabled billions of people and businesses to connect with each other. Nigeria is no exception to that. With 115 million internet users, Nigeria has seen a steady increase in the internet penetration across the country. This trend has further led to an increase in the social media and smartphone usage as well. Though the emerging picture is looking good but a lot still needs to be done if Nigeria wants to be put on the global outsourcing market. With the right telecommunication infrastructure and faster broadband speed, Nigeria can easily become the BPO hub that it has the potential to be.

The Omnichannel Shift

People are increasingly using various channels to reach out to the business. Gone are the days when customers used to call and report their issue. Today, they expect the brand to be available on the channel of their choosing. And the businesses which do not match the pace, will lose out on the market share. It’s time to transform your call centers into Customer Engagement Centers which support multiple channels such as voice, email, social media and chat support. The businesses can leverage a call center software which allows them to not only offer omnichannel customer support but at the same time gives a holistic view of the customer to the agents.

Legacy to Digitization

One of the major challenges for any organization is to effectively use their existing resources to maximize ROI. Legacy call center setups need to move towards digitization if they want to accommodate customer demands. The good news is that, with the right call center software vendor, one can augment the existing technology with the new-age setup using call center integrations. By doing this, the businesses do not have to suffer losses due to obsolete technology and can in fact add-on the contact center software on top of that. Thus, converting the cost centers into customer engagement centers.

The Way Ahead

There is no doubt that outsourcing benefits the host country in multiple ways. Nigeria can leverage its abundant human-infrastructure and open its gates to the ever expanding call center industry and use this opportunity to promote higher employment rate and increase the sector’s contribution to GDP growth. This is just the beginning. Nigeria has a plethora of possibilities to be the next big thing in the call center technology space.

Ameyo Announces Partnership With Globitel To Address Contact Center Needs In Middle East

Ameyo, a leading contact center software provider across the globe, partners with Globitel to deliver a complete customer engagement package for businesses. Ameyo being an established contact center software vendor enhances its capabilities across Quality & Workforce Management with this partnership. Ready to grab a bigger share of the billion dollar Customer Service Industry, Ameyo and Globitel are excited to take the industry by storm by delivering superior customer satisfaction and establishing new avenues of business.

As the need for a contact center is on the rise in emerging markets, partnering with Globitel brings in a huge opportunity for Customers. They get access to complete customer service technology stack of Voice Biometric, Omnichannel Contact Center, Workforce Management, and Quality Management all bundled into one.

Key Globitel Customer Service Capabilities that will augment Ameyo’s Omnichannel Contact Center Capabilities are:-

Speech to Text Analytics: Analyzes Ameyo’s Voice Logs with Ameyo -Globitel’s SpeechLog Analytics Integration . One of the most essential areas of quality management is listening and analyzing Agent – Customer Interactions. Are they adhering to the script? Using the right jargons- all of this is possible through SpeechLog Analytics; a tool to analyze contact center calls by transcribing speech to text and turn Raw Data into Actionable Insights.
Workforce Management: In a contact center, the end goal is to ensure that the customer experience is enriched with best-in-class services. Globitel’s Workforce Management will provide accurate staffing, which will reduce potential overspending to optimize resources and offer a measurable financial return on a call center’s investment. WFM uses accurate forecasting to optimize the staff resources, enabling managers to achieve the desired service levels and allocate skilled agents as per the forecasting requirements which in turn develops a more efficient schedule.
SpeechLog Quality: SpeechLog Quality Assurance saves time and effort while monitoring agents’ quality of work and scoring them as it provides a range of filters for agent evaluation with quick search parameters. The supervisors can quickly use filters that are queue specific, agent-specific, or campaign specific to ensure that they have all case-related information. Integrating Globitel’s SpeechLog with Ameyo’s Contact Center Software gives the user the experience that goes beyond traditional monitoring methods.
Voice Biometrics: Analyzing customer’s voice becomes easy with voice biometric and agents will be able to deliver enhanced services once the customer is recognized by the system. Voice authentication automatically verifies customers/callers identity based on their voice modulation. This serves the security purpose and eliminates fraud cases while customer’s identity remains confidential. It cut shorts IVR traversal time and enhances customer satisfaction.

“We’re very excited about our partnership with Ameyo. The combined strength of our products will prove to be a very beneficial match for us and clients alike. Through our SpeechLog Analytics, WFM, SpeechLog Quality, and Voice Biometric Technologies, we will completely transform the contact center into a customer service experience powerhouse.”

-Fadi Qutaishat, VP, Globitel

Partnering with Globitel is a great delight for Ameyo which will take a successful curve ahead and generate the trends that will bring more success stories to both the ventures. Channelizing these two forces in the direction of aggressive growth in the market, we are ready to onboard new clients in the future. This strategic alliance will be a winning experience for the end customers and they will definitely benefit with what both organizations have to offer under one suite.

About Ameyo

Ameyo is a customer experience platform which help businesses streamline their customer service, customer support and collection processes. A benchmark in interaction management Ameyo provides strong channel capabilities of Voice, IVR, ACD, Dialers, Email, Chat, Social Media to interact with prospects & customers.

About Globitel

Globitel, founded in 1996, offers a wide range of telecom and customer care solutions in more than 40 countries throughout the world. Globitel’s portfolio consists of a comprehensive suite of solutions to manage the Customer Experience at all touch points and Workforce Optimization for contact centers as well as provide Data Analytics solutions that produce valuable insights on the customer service experience.

For operators, Globitel provides a variety of Roaming Analytics and Roaming Intelligence solutions for roaming subscribers, in addition to a suite of solutions covering Call Completion, Call and SMS Control, Mobile Lifestyle, Core Network, Business Support Solutions, Location Management, and Positioning, and Security-Centric Solutions.

How to Close More Deals with Effective Sales Management?

“Are your agents stuck with manual dialing?”

If your agents are trying to reach customers manually then you are losing on the valuable leads that can help you put the best foot forward. So, are you communicating effectively with your customers and delivering personalized services to them? Businesses largely depend upon the quality leads and the numbers get really depressing when they have to compromise on Agent Productivity and Lead Quality.

What are we changing for businesses? In a live conversation with Gaurav Singh Dharamshaktu, Product Marketing Manager at Ameyo and Suhaas Shenoy, Director – Customer Success at Leadsquared, we have driven insights for businesses that will help in prioritizing the leads with an effective sales management system.

What are the challenges of Lead Management?

Manual dialing and disintegration is the source of the poor lead management system and it impacts the sales cycle with less conversion. Small businesses that are still relying on excel sheets or disintegrated calling systems witness lower call coverage resulting in low customer acquisitions.

Limited Context: Agents are following the age-old script to pitch their products to the customers without knowing their requirements. A customer who’s interested in education loan might disconnect the call when the agent starts his pitch with, “I am calling to help you with home loan queries.” Businesses lose their valuable customers because of the limited context of customer details and interests.
Manual Dialing: “It’s a wrong number”, is the common response when agents dial manually. Humans are prone to errors and this reduces the call connect rate and results in low query resolution. Agents fail to connect to the right customer while they invest their energy in dialing manually and making notes in disintegrated software.
No Team Collaboration: First Call Resolution becomes a rare thing when agents fail to work in sync with the team. A customer might land up in the wrong queue and because of the lack of features like Real-time Conference, Call Transfer, Whisper and more, agents will fail to resolve their query in one go.
Poor Supervision: Supervisors are bottlenecked with managing multiple campaigns and queues and monitoring each agents’ performance on a daily basis becomes a hassle for them. Due to poor supervisory model, agents do not get the support needed to resolve the queries.
Fresh Lead Calling: Agents end up wasting their time in leads that have a lower conversion rate. They cannot distinguish between the high score leads and low score leads with an effective CRM integration.

How Ameyo Leadsquared Integration Solves These Pertinent Challenges?

Single Sign-On: How would you like it if you didn’t have to remember multiple passwords? With two-way synchronization, Ameyo Leadsquared CTI Integration allows agents to log in directly without having to enter the password multiple times.
Quality Engagement: What if agents were given a preview of customer details and conversation history when they are on call with customers? This will eliminate the need to ask repetitive questions like “What’s your Customer ID?” Leadsquared pulls the data from CRM to give the context of the conversation to agents allowing them to resolve queries in one go.
Lead Scoring: Leadsquared associates a score to each lead on predefined parameters which makes it easy for agents to work on the leads with a higher conversion rate. Lead quality could be defined while keeping an ideal persona in mind and agents will be shown the critical leads on their dashboards matching the defined persona.
Quick Call Functionalities: Ameyo Leadsquared Integration allows agents to Transfer, Whisper, and Confer the call in real-time to increase First Call Resolution rate significantly. They can add notes and dispose call for further follow-ups in a single interface and the information gets auto-updated in CRM.
Avail Call Logs: Call logs are important for businesses to avoid any discrepancies. Call recordings could be easily accessed through CRM and supervisors can closely monitor these calls to set examples for the team and train them to have qualified conversations with customers.
Schedule A Callback: Customers really appreciate when their time is valued by the businesses. Customers can request a callback when there is high call volume and they will not have to wait in the queue for long. Agents can initiate a callback for customers according to their preferred time.

Ameyo Leadsquared Integration helps organizations build a Customer-First environment with the right sales management system to effectively close more deals. From Lead Generation to Lead Conversion, the sale cycle becomes simple with automation tools and agents Average Handling Time reduces significantly resulting in more call connects and more business.

For more details Request a demo and learn how to boost agent’s productivity with CRM Integration.

Ameyo Launches Conversations'19: The First Global Series Of Events

Contact center technologies and trends are emerging all over Africa and Kenya & Ghana are leading the change. Ameyo is excited to announce the launch of Conversations’19 with our first event leg starting from Africa. Conversations’19 brings Contact Center business leaders, Technology Experts, and thought leaders together on one single platform. Our Experts will be discussing winning customer service strategies that will help businesses be future ready.

What’s in it for you?

Change is better. And with the changing landscape of contact Center Industry in Africa, this event will delve into the journey of ‘How to Build a Modern Contact Center?’

From a ‘voice only’ technology to ‘omnichannel interaction support’ the industry standards have evolved and to combat rising customer expectations, these strategies from our Experts and Solutions Architects are going to reveal how BFSI verticals can benefit from it.

Take Away Actionable Insights From Thought-Provoking Panel Discussions

How successful organizations in growing economies tackle the challenge of customer focus?
Get solutions to real life problems on how to build a future-ready contact center that aligns with changing customer expectations.
How to evaluate the right contact center solution for your business?

Hear From Our Speakers

Thought leader Pauline Warui, Founder EA Customer Care Center, will be in discussion with Rahul Zutshi, Director – Marketing & Strategy at Ameyo, Shobhit Gupta, AVP – International Sales – Africa, Ameyo, Saumya Tripathi, Regional Manager – East Africa, Ameyo, and Vishal Miglani, Regional Manager – International Sales – Africa, Ameyo.

Furthering the event, Rahul Zutshi, with our speakers explain Ameyo fits in the changing industry standards to help organizations choose the best technology.

Our speakers will talk about the changes in technology in Kenya and Ghana and how Ameyo has helped businesses to build a customer-centric contact center to meet customer service challenges. They will discuss how businesses can deliver consistent customer service across all touchpoints and smoothen customer journey with omnichannel support.

Register here to book your seats!

* first come first serve

Ameyo Announces Integration with Freshsales

For any business managing their customer relations is of paramount importance. The agents are tasked with handling the incoming queries, keeping the customer updated on their issue while keeping a handle on all other activities. All this can quickly become an ordeal and has the potential of blowing it in your face if not dealt with care. The good news is, Ameyo with Freshsales CRM integration takes these problems off your plate and allows the business to focus on customer retention and ultimately driving sales.

Key Highlights of Ameyo + Freshsales Integration

#1. Quick and Easy Onboarding

The Ameyo toolbar allows the agents to login within the FreshSales itself without breaking the user experience. Moreover, once the agent has logged in, they can select their respective extensions and choose the campaign they want to work on. All of this is happening within the Freshsales interface with the help of Ameyo toolbar integration. Thus, it prevents the agent from having to bounce between various tabs and makes the onboarding a seamless experience.

#2. Making Calls Made Easy

The Ameyo telephony panel offers an array of call options to the agents to handle all inbound and outbound calls. The agent can put a call on hold, mute it or confer with the supervisor or another individual with just a click. That’s not all, for any work in progress or pending queries the agents can schedule a callback. A great thing about scheduling callbacks is that if the agent opts for a self call back, the call will be assigned to the same agent at the scheduled time. This, in turn, helps to resolve the issue faster as the agent is already familiar with the case.

#3. Object Search and Association

What if an existing customer calls in from a non-registered number? Would you want to create another interaction for them or rather link that call with their existing contact? The smart thing to do is to associate that object aka the new call with the existing contact. And that’s what is this integration brings to the table – eliminating duplicates and redundancy to keep the data clean and easy to access. The agents can perform search and match any existing object in real-time.

#4. Track Your Leads at Every Stage

Since the time call first lands at the call center or any activity is performed on it such as transfer, any modifications or additional notes are added, you can capture all the lead details to track the journey of the lead. Having this information allows the customer service executives to have in-context conversations. Since the call logs along with any activity are available to the agents,they can nurture the leads effectively and steer them down the sales funnel. Moreover, the supervisor can always listen to the call logs to check and maintain the quality of conversations and use this information for future training programs.

Ameyo Freshsales Integrations – Conclusion

An enterprise-grade contact center is one that offers a healthy mix of automation, advancements, and customization while making things easy for the stakeholders. Ameyo – Freshsales integration is a testament to that thought. To summarise, Ameyo integration for Freshsales CRM offers the following:

Click-To-Action: One click calling
Configurable auto call: Auto call on/off options
Object search and creation: Search and create new contacts
Automated dialer: Increase call connect rates
Multiple tab handling: Synch multiple CRM tabs
Call Activity Logs: Log call dispositions, notes, recordings
Call options: Multiple contact center operations and callbacks
Object Association: Simple call association with a contact
Call Recordings: Log every call

You can also check out other CRM and CTI integrations that Ameyo has to offer.

How Inbound Call Center Software Has Evolved?

Customers seek support from their providers on the channels they prefer the most. Some businesses provide a customer service contact number, the others provide with an omnichannel suite that deals with customer queries from all the channels like Voice, Chat, Email, and Social alike. All these queries coming in from multiple channels are called inbound queries and that is how Inbound Call Centers have evolved with strategic inclusion of omnichannel customer engagement.

Since its inception, it has changed manifold, only to improvise the customer experience. Where earlier, to file a complaint, customers had to call the customer support and wait for the support reps to answer the phone, now it has evolved to providing service on self-service IVR for routine queries.

Let’s dig into how inbound call center software features have evolved and has advanced over the years while voice had been the dominant channel for businesses. Do you belong to the time when customer queries were handled with a call-based approach? This post is for you where we will understand how with the dominance of voice, we have moved towards other channels like Email, Chat, and Social that helps businesses leverage customer handling through these channels.

With the onset of omnichannel service, the state of the inbound call center has seen the following changes:

Omnichannel Customer Service Approach: Call volume still a struggle? You can choose an omnichannel inbound call center software that ensures that no interaction is missed while you can integrate all well-performing channels with your contact center software.

Earlier customers didn’t have an option to raise their queries except for waiting in the queue and speak to an available agent. Now, with omnichannel customer engagement, you can let your customers raise requests from their preferred channels like email, voice, chat, and social media to get an instant solution for their problems.

For instance, when Bryan, an agent is busy with a customer on call, he can efficiently handle all the chat queries coming in, ensuring faster query resolution.

Providing Personalized Customer Experience: Customers like to be valued and they expect the brands to know their details and understand their queries the first time they call.

When agents are pre-informed about customer’s information like their name, contact details, previous conversation history, etc., agents will be able to deliver a personalized experience.

Integrating inbound calling software with industry-grade in-house or third-party CRMs, helps the agents to retrieve customer’s information and prepares them well for their queries. Arm agents to get a preview of customer’s history to deliver a meaningful and contextual conversation

According to Accenture, 75% of consumers are more likely to make a purchase from a company that knows their name and purchase history and recommends products based on their preferences.

Routing Customer to Best Available Agent: When a customer lands in any queue, they could be transferred to the best-suited agent according to their IVR selection. This ensures that customers are given the experience that they expect to be delivered with.

For VIP customers, with preset parameters, you can shorten the IVR and direct him/her to the appropriate agent in minimum time thus ensuring that customers are satisfied with your brand. With smart routing parameters like preferred agent routing, IVR selection, office hour configuration, language preference, etc. agents can deliver a superior customer experience and ensure an increased First Contact Resolution.

Multi-Level Interactive IVR: With an effective inbound call center software, you can resolve 80% of routine queries with a self-service IVR. Help your customers with voice prompts to find answers without involving your agents.

With customizable IVR solutions, you can preset the business workflow as per the customers’ demand like call routing algorithm, business hour configuration, and custom welcome prompts.

Call Activity Logs: If you have ever called in a customer service department, you must have heard, “your call will be recorded for quality & training purposes.”

Businesses are asked to keep a call record for to adhere with compliance requirements. In banks and financial institutions, maintaining the call and activity record is very important. All the interactions including call recording, notes, comments, chat, etc. are saved within the system and can be verified whenever needed.

For instance, when Ron makes a purchase of some policy over a call, to validate his data, the bank will keep a voice recording to avoid any kind of discrepancy in the future.

Monitoring Agents Productivity: What is the end goal of your business? Does your business depend upon the efficiency of call handling? Businesses are more focussed on agents’ performance to get the right results.

With an effective inbound call center software, managers now can keep a track of agents’ activities like Average Handling Time (AHT), After Call Work (ACW), Agent Wrap Time (AWT), etc, to closely monitor the productivity of agents and any specific campaign thus ensuring that the business goals are aligned with agents’ KPIs.

Additionally, managers can keep a check on agents’ real-time activities with built-in capabilities of snoop, whisper, confer, barge, and transfer. With these features, the manager can also provide on-call assistance to the agents to ensure that the customer’s query is resolved in a timely manner.

Campaign Management: While earlier agents were dedicated to either inbound or outbound campaigns, businesses had to invest more in their resources. With smart calling strategies, agents could be assigned to both the campaigns considering their skill set. This helps businesses utilize agents’ idle time and maximize agent productivity.

For instance, Bryan as an agent is handling inbound calls for queries related to car loan policies and in his idle time, he manages outbound calls to remind the customers about their pending installments.

With the co-existence of channels like Voice, Chat, Email, and Social, inbound calling gives a wide range of options to both agents and customers. It is an undeniable fact that today’s customers choose to be present at social media than emails and they seek a quick response to all their queries. With the changing state of inbound call centers, agents can proactively handle customer queries across channels and maximize their productivity, putting their best foot forward with best call center software for inbound calling.

AI In Customer Engagement – What’s The Real Value?

When was the last time that your customers visited the banks? Customers have become tech-savvy with the onset of AI technology. AI has changed the face of technology and it has become a new friend that customers find easy to deal with. And why not? It gives a quick solution to all the problems.

What AI does to solve customer service problems?

Speech synthesis and recognition is available now
Processing a large amount of data to draw meaningful insights is easy now
It has become easy to interpret customer’s emotions and fetch the intent

“Why do you want to use certain technologies?” asks Sachin Bhatia, at ET BFSI CXO Conclave, Mumbai.
He has mentioned the importance of ‘Whys’ while prevalently ticking the clock against these questions:

Collection Process

A large amount of data churned to nudge, push, and force the customers when they like is what AI does to increase the coverage. Typically, a customer who works 9-5 does not want to be disturbed at 11 AM and a message alert could be sent at 6.30 to ensure that more calls are answered is what the intelligence is.

Assisted Services

An agent dealing with 100 customers a day could easily miss out on small details and thus an increase in average handling time (AHT). With emotion detection and auto display of customer information, agents would be able to preserve the context. Relevant content like Knowledge Base helps them solve queries faster.

Automation on Customer Engagement

When customers are routed to the right queue and are connected with the agent possessing the best skills, you can easily find an increase in CSAT score in less time. Chatbots answering basic queries gives agents space and time to put the effort in critical cases.

Enablement of the Agent

Now, if the agents are struggling to find customer’s information, you are losing the customers to your competitors. Agents should see the information in one interface without having the need to ask repetitive questions and scouting for information.

Automation of Ticket Transfer

When the customer has raised a ticket, the real game starts. The tickets should be transferred to the right department without any delay, thus ensuring that the SLAs are met and customers are not escalating. In a typical customer-centric environment, it is necessary to keep their emotions at priority from the moment the ticket has been raised.

What is Ameyo’s Recent Innovation in the field of AI?

Best Time to Call: For high connect rates, it is significantly important to analyze customer data and predict call around time. Automation tools detect that a person will typically answer the call between 1-2PM on the basis of historical data.
Speech-to-text: With speech to text algorithm, we can easily fetch out the post-call summary, call sentiment and call score with up to 80% statistical significance and 100% coverage.
Sentiment and Emotions Analysis: Empowering agents with sentiment analysis like positive or negative feedback along with their emotions of the last call that varies between Happy, Sad, and Angry equips them with the right information to handle the best call with the same customer.

Start with ‘Why’ and ‘What’ & ‘How’ will eventually fit in. What it is that you would want to solve for your customers should be led by why it is important to be solved. With AI reigning in, the customer service department has more tools to excel at CX game. So, what are the questions that you would want to ask before choosing a technology?

Understanding the What and How of an IVR

We have all been on the receiving end of a call where a voice asks us to “Press 1 for support” or “Press 2 for Sales.” But how many of us actually understand what that voice is or how does it come about to help us with our queries?

What is an IVR?

Interactive voice response or IVR system is an inbound calling technology which plays out pre-recorded menu options that the caller can choose from by pressing the corresponding key on the dial pad. Based on the selection, the call is redirected to the relevant department or agent.

Evolution of IVR

Around two and three decades ago, phone calls were the primary mode of communication between the business and their customers. The customers used to call the company for any type of query – sales, support, complaint, etc and the receptionists used to attend these calls and route them to the right department.

All seemed hunky-dory till there was some goof up and the call was redirected to the wrong department. The businesses identified the gaps in this process as there was an unnecessary step being added when the callers got connected to the receptionists rather than directly to the right agent. IVR took care of this problem by directly routing the customer to the right agent. This offered multiple benefits to the companies. First, it improved customer satisfaction as well as reduced human error. At the same time, it improved operational efficiency and reduced personnel cost.

Designing Good IVR: The Best Practices

Inbound calling has evolved over the years with IVR being an important piece of the puzzle. It allows businesses to greet and interact with the customers to either help them self-serve or be directed to a suitable agent or team. Thus, it is imperative to have a good IVR designer to build the best IVR as per the business requirement.

Some of the best practices for designing good IVR are:

#1. Welcome Greeting

Greet your customers with a pleasant yet short message. An ideal welcome greeting will be the one which addresses the caller and introduces them with the company name. Additionally, the greeting needs to be to the point rather than making the caller wait to hear the menu options.

#2. Prompt Wording

The callers are carefully waiting for the menu options to not miss out on their relevant option. So, the best way is to give the option first and then use the action word. For example, “For credit card related issue, press 1” would be more useful than “Press 1 for credit card related issue” because, in case of the latter, there is a possibility that the customer misses out on the action word and has to re-listen to the menu thus, wasting their time.

#3. Waiting Song

Callers do not like to be kept on hold. However, sometimes, as a business, you do not have a choice. So, why not make their wait interesting rather than mundane. Once you have explained what is happening aka “Your call has been put on hold as we connect to our executive”, you can play some music and possibly intermittently sprinkle some relevant offers and news in the mix. It is always a good idea to let the caller know the estimated wait time. Though care must be taken to use the music/tunes which resonate with the brand and is pleasant to listen to.

#4. Multiple Levels

Have you ever had to battle it out with an IVR services? Going through the maze of options, one after the other and still not getting your problem resolved? Well, you are not the only one. One of the most important aspects of a good IVR is its flow. It is good to have multiple levels to it (minimum 2) but, at the same time, care must be taken to not overdo as the caller will lose patience and just disconnect the call. So, an example of a good IVR design is giving four menu options at level one then giving three options at level two and as you go a level deeper the IVR should be personalized according to the customer inputs. Also, provide the caller with an option to directly connect with an agent at all the levels as not everyone likes to go through the menu just to talk to an agent – make it as less cumbersome as possible.

Conclusion

An IVR as part of a call center solution has allowed the businesses to effectively manage their call center operations by optimizing the employees’ time and being cost effective at the same time. An IVR backed with automatic call distributor (ACD) streamlines the call process for the agents and the customers and thus, makes it the best choice for any small or mid-sized enterprise looking to ace at customer service.