The Solution

Superior Customer services prove to be the distinguishing factor for the success of any firm.

According to many surveys, five out of six customers do repeat business with firms that deliver on services and support. Today's well-informed and empowered customers seek high serviceability in order to be brand loyal. The ever-increasing customer expectations call for high responsiveness and superior service quality. The right kind of a solution ensures high serviceability with minimum installation, maintenance and expansion costs.

Ameyo makes your customer service, tech support and helpdesk processes effective by maximizing First-Call Resolution and enhancing customer satisfaction levels. The solution empowers your agents to deliver consistent user experience across multimedia channels, thereby boosting customer loyalty.

The world-class inbound solution with innovative capabilities such as Interactive Voice Response ( IVR ) system with IVR Designer, Automatic Call Distributor ( ACD ), Voice-Logger , Unified Messaging (E-mail, Chat, FAX, SMS), Reporting , CRM and database integration ensures highest customer satisfaction levels via sound resource allocation, optimal customer interaction management, and high service quality. Moreover the rich feature-set fosters easy usability and maximum productivity for your inbound processes.

Amey allows you to:

•  Increase Customer satisfaction & user experience

•  Maximize First-contact resolution & self-service

•  Create cross-selling and up-selling opportunities

Business Benefits

Cut back Wait Times:

The inbound solution is built on the principles of uniform call distribution and adapts intelligently to changing call influx. The IVR along with the Nodeflow designer maximizes automation via s elf Service for the routine queries. Moreover, customers can be informed of the wait times and incase the wait times are long, customer are enabled to leave voicemail request for agent callback.

Group agents as per the defined skill-set :

With skill-set definition you can group agents as per their respective skills such as language proficiency, demographic statistics or domain knowledge. With unlimited skill definition , you can analyze reports to see which are the most desired skills, or define your own skill-set as per your business requirements.

Map customer query to the right agent:

Intelligent routing algorithms allow you to connect your customers to the right resource which further allows you to deliver personalized services to your customers. With easy connectivity over diverse geographies you can connect your call outside the premises such as to the branch experts or on-site workers.

Maintain a comprehensive Interaction Cycle:

The advanced scripting capability empowers the agents to obtain, real-time information for quick information retrieval and highest quality service. Supervisors are able to view the, scripting content and modify it in case the situation demands. The agents and supervisors can fetch data by all possible criteria (including lead identity, disposition, agent, date, time) and cut back on interaction times. This helps in serving more customers, while concurrently improving quality of service offered to them.

Maintain Voice Logs:

Maintain voice logs for compliance to regulations, dispute resolution, data mining, personnel training or plain company policies. These logs can be archived automatically, and easily retrieved for later perusal. You may save voice logs in different formats such as MP3 or Wav. Moreover, users can convert audio files from MP3 to WAV or vice versa. The multimedia abilities of the logger will allow you to search through individual records quickly.