#1 most frequent
India
60.9%67 installations of 110
Categories & Use Cases
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Screenshot of Interaction details- Interaction timeline
Top Performing Features
Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.4
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.8
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Areas for Improvement
Inbound call routing
Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Omnichannel inbound routing
Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.
Category average: 8.7
Historical reporting
Ability to analyze long-term call patterns and trends such as peak call times and downtimes.
Category average: 8.5
Who Buys & Uses Ameyo by Exotel
#2 most frequent
United States of America
10.0%11 installations of 110
#3 most frequent
Kenya
6.4%7 installations of 110
Ameyo by Exotel: The Ultimate Platform for Customer Engagement & Satisfaction
Use Cases and Deployment Scope
Ameyo by Exotel is a customer engagement platform that enables businesses to streamline communication, especially in customer support, telemarketing, and sales. It helps to efficiently manage customer interactions, ensure faster response times, and maintain communication across multiple channels.For sales-driven teams, Ameyo aids in managing leads by ensuring quick follow-up and providing data on interaction history. This improves sales outcomes by nurturing leads systematically. Ameyo is used for Inbound and outbound calls, it logs interactions, and automate follow-ups. The system allows the prioritization of leads and enhances the productivity of sales teams by offering call scheduling, reminders, and interaction history.
Pros
- 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,
Cons
- Inter campaigns call transfer feature which currently is not possible
- Interface in Agent login to monitor and keep track of their own break and login times.
- Ameyo’s wide feature set can make onboarding challenging. Offering enhanced training materials, interactive tutorials, and a more structured onboarding process could make adoption easier for new users.
Return on Investment
- Postive : Great customer Satisfaction and Improved Retention
- Positive : Ameyo’s automation features, such as predictive dialing, automated ticketing, and follow-up scheduling, streamline repetitive tasks and allow agents to handle more inquiries in less time.
- Negative : At times huge set up cost
- Negative : Under utilization of resources
Usability
Alternatives Considered
Freshdesk
Other Software Used
Freshdesk, Truecaller for Business
Comprehensive review of Ameyo
Use Cases and Deployment Scope
For managing customer interactions across all channels, including phone, email chat social media and SMS, it offers unified platform, no matter how customer choose to contact the business, this enables customer support teams to offer a seamless experience.
It provides a number of features, including ticket routing , call routing and knowledge base search to assist in automating customer tasks. Customer service representatives have less work to do as a result, allowing them to concentrate on more difficult problems.
I can track the performance of my team and spot the areas for improvement with the aid of a variety of reports and analytics offered by Ameyo. By doing so it can be made sure that customer service team is meeting the needs of the clients and offering them high quality service.
It provides a number of features, including ticket routing , call routing and knowledge base search to assist in automating customer tasks. Customer service representatives have less work to do as a result, allowing them to concentrate on more difficult problems.
I can track the performance of my team and spot the areas for improvement with the aid of a variety of reports and analytics offered by Ameyo. By doing so it can be made sure that customer service team is meeting the needs of the clients and offering them high quality service.
Pros
- To quickly and effectively route customer inquiries to the appropriate agents our customer support team uses it's omnichannel routing feature , a member with technical knowledge may be contracted by customer who has a technical questions.
- Its automated ticket routing features allows customer service team to distribute tickets to customer team member in accordance with their availability and skill sets. by ensuring that tickets are handled by most knowledgeable agents this can result in quicker and more precise resolutions.
- Its AI powered knowledge base search feature helps us to quickly find the details required to respond to inquiries from customer , this time it take to respond to customer inquires is shortened as a result.
Cons
- 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.
Return on Investment
- Increased customer satisfaction , it assisted us in raising our customer satisfaction ratings by giving us the resources we require to quickly and effectively address customer issues.
- Reduced call handling time, It's automated features have made it possible for us to handle more calls more quickly which has decreased customer wait times.
- Better understanding of customer support performance, its reporting and analytics tool have improved our understanding of quality of our customer support, this knowledge has assisted us in identifying areas for improvement.
Other Software Used
SAP SuccessFactors, Zoho CRM, Microsoft Dynamics 365 Customer Service
Review of Ameyo
Use Cases and Deployment Scope
We use it to make calls to search for respondents all around the globe. The customer service is Ameyo is pretty poor and their reports cannot be customized.
Pros
- Calls are connected faster
- Clear sound
- Lots of disposition options
Cons
- Customization of reports
- Offline solution for after hours
- Following up raised complaints
Return on Investment
- Ameyo is a good tool to use.
- They need to work on the report generation.
Alternatives Considered
Avaya Cloud Office
Other Software Used
Avaya Cloud Office
