Ameyo by Exotel vs. Exotel

Ameyo's Scenario works well : During high volumes large customer support team needs to handle hundreds or thousands of daily inbound inquiries. Agents are handling issues across various channels—voice, email, and chat—and the company needs to ensure a consistent, trackable customer experience. Ameyo’s multi-channel capabilities, coupled with tools for ticketing, call routing, and automated follow-ups, help agents manage large volumes efficiently. Real-time dashboards and performance reports allow supervisors to monitor and manage SLAs closely. Ameyo's Scenario does not works well : For SME or MSME platforms with small team size and low call volumes, Ameyo's extensive features will be too costly and in -effective

Incentivized

They are well suited in start up in the Central Asia market, would recommend them for that area. We would also recommend their Voice over internet protocol services for mainland as well. Either the text or VOIP was a good service. The experience overall was great with them. Highly recommended.

Incentivized

• Customer Support: Ameyo can be used to manage a customer support team’s interactions. Customer support representatives can handle queries through voice calls, emails, and chat—all through a unified interface.
• Campaign Management: Marketing and telemarketing teams can use Ameyo to run campaigns targeting different customer segments.
• Analytics and Reporting: Ameyo’s reporting features help supervisors and managers track KPIs, such as call wait times, first-call resolution rates, customer satisfaction, and agent productivity.
• Operational Efficiency: Manual handling of communications can be inefficient and error-prone. Ameyo’s automation features reduce the manual workload and improve operational efficiency,

Incentivized

• Affordable Solution: First and foremost the platform is very much affordable for a small start-up starting their business and want to connect with their leads and serve their clients economically.
• Easy to Use: Anyone can start using the platform from the Day 1. No extensive training required for it. Just integrate your phone number with the platform and solve customer problems at godspeed!
• IVR Set-up- Want to have different services on a single number for your Services. Set-up IVR and make your life easy.

Incentivized

• The reporting and analytics capabilities of Ameyo are not as robust as those of some of it rivals , it is challenging for me to evaluate the work of my teams and pinpoint areas for development as a result.
• It does not integrate with many third party programs, because if this we are finding it challenging to incorporate Ameyo into workflows on larger scale.
• Customer support managers may find it simpler to create customized reports with Ameyo, managers would then be able to monitor the metrics that matter most to them.

• Communication
• Not for large companies
• Volume of texts

Incentivized

As a company our goals have slightly surpassed the current Exotel features and would want some other software which has better capabilities

Incentivized

As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.

For cold calling and outbound callings, to a certain extend Exotel serves the purpose as mutliple DID numbers are available at our fingertips. For company which use outcalling as a form of passing information to users can benefit from the flexibility it provides. They have a recharge and use model which doesnt have certain expiry. Basic API documentation available and lesser support from their support team on this matter makes it difficult to check if the API thows any error

Incentivized

Customer support also needs to improve for Ameyo. I am not saying it's bad however they need to support the users by customizing the reports as per the requirement of the user. They usually try to refer the user to videos or articles whereas the service for Avaya is that they show you a demo and not only that they customize the reports as per the business requirement

Initially they had chat support which was available faster. But now the chat support gets routed to a virtual agent and unable to get in touch with an actual agent. They also have no support with respect to the API's and other integrations.

Incentivized

It was pretty straight forward

Incentivized

Avaya is very very good software. Most of the BPOs Contact Center's use them. They are very easy to use and don't use too much data also. Also, their user interface is very easy, especially for people who are not technically sound. The reports can be customized according to one's choice. I will recommend Ameyo's technical team look into it.

Exotel was selected by us because of the following reasons: -Low set-up and maintenance cost as compared to its peers. -Prompt customer service: You want to upgrade your plan or facing any issues around the platform, Exotel team is just a call away. -Call recording Quality was also better than the peers.

Incentivized

• Ameyo is a good tool to use.
• They need to work on the report generation.

• Lead attack time reduced.
• Turnaround time and addressing customer issues improved and directly effected our NPS (Net Promoter Score).
• Training and identifying areas of improvement of call agents became very easy.

Incentivized