ACD

The ACD dynamically manages multi-channel inbound queries and routes them to the available formal and remote agents. The ACD follows intelligent routing algorithms and connects customer queries to the most appropriate agent based on his skill-set. Inbound queries can also be directed to workgroups or branch experts ensuring uniform call distribution and balancing load across multiple locations. With unlimited capability to configure process specific components and define custom skills for agents, the ACD solution is perfect for businesses having high call influx from multiple locations. Additionally, it empowers agents with various call handling actions on the fly such as transferring a call or starting a conference with other system users or any third party.

Pre-integrated with the IVR, the routine queries can be managed with self-service so that your agents engage only with complex queries. Multiple IVR systems distributed across geographies can interface with a central ACD unit to direct calls to appropriate customer care centers. With flexible database integration the ACD can be integrated with third-party databases such as MySQL, DB2, Oracle, and others.

IP-PBX

The IP-PBX offers all call-processing features for calls over a VoIP network and interoperates with the normal Public Switched Telephone Network ( PSTN ) as well. The feature is extensively used for distributed setups in order to provide the same functionality to remote agents and multiple sites. The IP-PBX e nables businesses to use their managed intranet which leads to reduction in long distance interaction expenses. It supports various Trunk types such as T-1 and E-1. The Trunk lines can be allocated for inbound, outbound as well as blended setups. Thus, users enjoy the benefits of a single network for voice and data and advanced CTI features.

IVR

The Interactive Voice Response (IVR) allows you to automate routine inbound queries that are repetitive in nature. The routine calls account for almost 60% of the total volume and does not require agent's participation. Automation of such calls leads to a considerable reduction in the call processing time and enables you to service your customers efficiently.

The IVR systems can easily service high call volumes while reducing costs, increasing business productivity and improving customer experience . The innovative IVR solution pre-integrated with the ACD is ideal for self and assisted customer service for inbound and blended processes like customer support and collections. Moreover, the IVR module can be deployed on a stand-alone basis or as a component of the communications suite.

Outbound dialer

The outbound dialer uses a complex algorithm (Learnsys™) as per agent availability, customer responsiveness and average interaction time allowing the users to configure dropped and abandoned calls thereby maximizing agents' efficiency and a controlled idle time. Offering multiple dialing modes such as Predictive and Precision Dialing and flexible switchover to Manual, Preview and Power Dialing, it gives a wide array of campaign configuration choices to your managers. With high AMD rates, the dialer throws maximum live calls to the agents thereby optimizing agent talk time. Moreover, the dialer dynamically manages Multiple Minute Providers allowing Contact Centers to improve price-performance.

CTI & CRM

Maintain multiple client relations with dexterity with pre-integrated database & CRM (Customer Relationship Management). Screen pops allows the agents to access customer information in real-time mapping it into a GUI based interface through the database. So the agents can service faster and more efficiently. The CRM builder allows you to create your customized interface for inbound, outbound and blended campaigns. DACX Ameyo allows quick data access and data input providing users access to complete contact history. With real-time scripting and integrated CRM, agents are thoroughly aware about what to say.

Voice Logger

A voice logger is an integral part of any communication system to store interactions for various reasons such as policy compliance, quality assurance, government regulations, contention resolution, process evaluation, data mining and personnel training. The pre-integrated voice logger allows you to listen to agents' as well as customers' voice recordings. You can also download voice logs remotely via a web browser for further perusal . DACX Ameyo offers optimal compression techniques for downloading voice logs in multiple formats (MP3, WAV). Additionally it allows the users to convert audio files from MP3 format to WAV and vice versa.

Reporting

DACX Ameyo empowers you to design and generate business-oriented comprehensive reports to track necessary information for agent productivity, process efficiency, organizational performance and metric tracking. Reports can be generated using real-time, latest data locally, or via web-interface for remote access. Moreover, the Report Designer allows users to generate specific reports to gauge chosen performance parameters. Thus, supervisors, managers and analysts can constantly analyze performance efficiency, map planned strategy to actual performance and improve on processes to achieve best overall performance.

Quality

To view agent activities and performance in real time, Ameyo provides a strong administration framework via Supervision interface. Monitor agents across various campaigns and access vital information regarding agent status, call status, call history, dialing configuration, voice settings, customer interaction, lead management and campaign management in real-time. Listen to voice logs or enter into live interaction via conferencing, snooping or barging.

With Real-time monitoring, managers can glance at the prevalent call behavior and agent performance. With information about Key metrics, DACX Ameyo allows your managers to modify campaign configurations, voice settings or dialing modes thereby improving overall productivity.