Ameyo by Exotel vs. GoTo Connect

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

I would give it a 10 out of 10 rating just because of the service and easiness it has offered us, which made our work effortless and stress-free. I do recall an instance where one of our clients' medical conditions suddenly deteriorated while he was traveling overseas. The doctors there could not understand his situation at that time. He asked them to connect with our team, and our team guided them with his medical records, and his life was saved

• 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

• GoTo Connect is a much more cost-effective solution rather than separate phone lines and video conferencing tools.
• I conduct daily team meetings and project brainstorming sessions using video conferencing using GoTo Connect.
• It integrates smoothly with our regularly used tools like Google Drive and has become very easy to share the documents we use.

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.

• Making a dedicated button for "mute all" (other than yourself) for when someone "walks off before they mute"/has to quickly leave their computer....and FORGOT to Mute. Particularly when dogs are barking when someone working from home has a visitor at the door
• I'd like to see some of the functionality from GoTo Webinar enabled for GoTo Connect: see who's "actively watching" vs has their computer screen on another application

Incentivized

They are knocking it out of the park on all fronts. I love the service and support I am receiving and have no complaints. If they raised their prices substantially I would reconsider but I don't think that will happen anytime soon. They would have to mess up something consistently moving forward to make me want to move

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.

Overall, it's a decent product for the price. It has the basic features our company needed when it was brand new and was not overly difficult to set up. As we've grown, it's become increasingly difficult to build out the features we want to implement within the PBX, and customer support can be less than helpful. Many of the more advanced features (dial plans, queues, etc.) take a lot of research to understand how to implement. Some of the features we paid for weren't even available when we were attempting to set them up.

Incentivized

I have never experienced or heard of unplanned outages when it comes to GoTo Connect. Most of the time the unplanned outage is always local power at a site or internet service provider having an unplanned outage. GoTo's service has never failed any of our orgs yet that I know of.

Incentivized

There is no lag in phone calls. There is no background noise or static/fuzz. Calls are crystal clear. With other dialers and phone systems, I have experienced delays between dialogue or delays with the caller picking up the phone and then being able to hear you. We do not experience this with Go To Connect.

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

Support used to be great when it was Jive support out of Utah. Now that they've offshored support it can be difficult to get a response. Our most common issues are least cost routing, and we run into support pushing back in stead of just figuring out which upstream carrier is having an issue like they used to. We often have to get our account manager involved, who is pretty strong.

The training videos could be more in-depth. This would help our user base so that they can feel impowered to look up information that they need without having to ask our admins every time they have a question about the system. Online training videos are also inferior to an actual person explaining systems.

Incentivized

The biggest challenge from implementation was deconstructing the mess that was our old system's config. After doing so, I believe there were primarily some methods that have worked better in the long run to implement up front, such as separating menus into separate dial plans for simpler updates, routing/re-routing.

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.

I have nothing personal against Broadvoice and found their team pleasant to work with. The greatest difference has been the administrative portals. Where Broadvoice was confusing and I still hadn't really been able to figure it out over a period of years past some basic functions, I still had to call to get support just to provision or update phones. With GoTo, I had a functional understanding within a week and a couple years in, it is smooth sailing and no angst when needing to update or troubleshoot an issue and I have access to everything without a phone call. It is true freedom to meet my company's needs.

Incentivized

Its not readily apparent to me, other than cost, where you would run into any issues with larger scale deployments. When we went live on the product, the Jive team was always willing to do mass updates for us on our extensions, users, etc. in the system, so we didn't have to do too much manual one-by-one updates.

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

• We stopped losing calls due to poor routing or not being able to make them.
• It has helped us to be able to answer calls at any time or place, even outside of company hours.
• We have the possibility to access these conversations from our CRM system.

Incentivized