The inbound software for call centre and service departments
Different customers are assigned different levels of priority based on size, behaviour, business potential, etc. Prioritizing each segment of customer is paramount to business because it highly correlates with future business, customer retention, and brand loyalty. Businesses desire to treat every customer with the highest quality of service, but that is simply not scalable or economically feasible in the real world.
Ameyo offers intelligent routing capability that provides businesses the opportunity to make smarter decisions regarding which customers should be directed to what available resource to drive the best value from each interaction.
Ameyo Intelligent Routing allows businesses to drive customer experience and operational efficiency by assigning each customer to the most skilled and available agent best suited for the interaction.
When a customer has called and having navigated themselves on the IVR, if it so happens that the Wait time is Longer than what the customer expected and they eventually hang up, the System then, initiates a call back keeping track of the contextual position the client was in the IVR when they called earlier and assigns it to the respective Agent with the skill set associated with that contextual Position of the IVR doing away with the frustration that comes from the customer having to re navigate their way in the IVR let alone calling back.
Automatic Call Distributor is used route incoming calls. Ameyo’s ACD ensures uniform call distribution across available agents and balanced load distribution across multiple office locations. It comes packed with a powerful routine engine that distributes call based on pre-defined rules including skill-based call routing, FIFO and priority. In addition, it comes pre-integrated with an IVR that provides for options of self-service and also to reach the specified department directly.