Ameyo Contact Center by Exotel

Why Choose Ameyo Contact Center by Exotel?

Customers now expect instant, tailored, effortless experiences. Here’s why businesses across multiple industries rely on us to power their complex customer interactions:

Orchestrate Omni-Channel Engagements: Track every touchpoint, maintain context, and ensure smooth, consistent support, no matter which channel your customers choose to connect.

Drive agent productivity: With unified desktop that consolidates data, tickets, tools, smart dialers, and routing, ensure your agents reach the right customers for faster resolutions and improved CX.

Empower customers with self-service: Let your customers resolve issues independently by automating FAQs with intelligent chatbots and voice bots.

Fortify your contact center: With robust security protocols, such as ISO 270001, PCI DSS, KYC, and other critical regulations, our cloud-native architecture ensures scalability, reliable disaster recovery, and secure customer data.

Key Features

True Omnichannel:

Easily connect with customers through voice, WhatsApp, Instagram, RCS, SMS, and more.

Powerful Dialers:

Drive higher productivity and conversions with our advanced dialers designed to increase connections, optimize call flow, improve customer engagement.

Intelligent Routing:

Route interactions based on skills, priority, and customer history.

AI-Powered Automation:

Streamline operations with voicebots, chatbots, IVR deflection, and seamless bot-to-agent handoffs.

Agent Copilot:

Provide agents with real-time, AI-driven suggestions and quick answers to their queries, empowering them to engage with customers confidently for faster FCR and lower AHT.

Actionable Insights:

Track agent performance, conversation quality, and customer sentiment in real-time to ensure high conversation quality and elevate CX.

Real-Time Metrics:

Gain instant visibility into agent performance, queue status, and SLA compliance with customizable dashboards and real-time alerts.

Agent Productivity Suite:

Equip your team with a unified desktop consolidating customer history, context, tickets, and tools.

Flexible Deployment:

Choose from private cloud, public cloud, or hybrid deployment to best suit your business needs

What are the advanced routing capabilities available in Ameyo Omni?

Ameyo omnichannel solutions for call center incorporate a wide variety of advanced routing capabilities such as Preferred Agent Routing, Sticky Agent Routing, and Routing based on the inputs from a third-party system. With this, Ameyo is also backed up with some basic routing algorithms such as Skill-Based Routing and Least Recently Used Agent Routing.

What type of reports are available with Ameyo Omni?

Ameyo Omni supports a number of detailed reports that include Conversation Summary Report, Interaction Summary Report, ACD Call Details Report, Call Details Report, and Chat Details Report. These reports help supervisors and contact center managers to quantify various operational metrics.

How to use call center solutions for the best call routing?

Businesses configure routing rules in a manner that helps them achieve a high first call resolution rate. Ameyo helps you with different routing algorithms like skill-based routing, preferred agent routing, persona-based routing, routing on the basis of historical transactions/conversations, etc. We not only help with effective routing but also provide a real-time Call campaign/queue monitoring dashboard which helps a call center supervisor to take real-time re-allocation or redistribution of Calls and agents.

What features does the Ameyo call center autodialer offer?

The features of Ameyo call center autodialer are as follows:-

Answering Machine Detection
Auto Dial Time Restriction
Campaign Management
DNC Management
Retry Time Setting
Auto Dial List Upload
Agent-Skill based Dialing
Pacing Ratio Control
Multiple Dialing Modes (Preview, Predictive, Fixed Pace Dialing)
Voicebot assists for better efficiency

What are the different call routing algorithms?

Ameyo Omni can route calls in real-time and dynamically, reacting to agent availability, sentiment, channel, or campaign-specific logic. Ameyo Omni support various types of call routing algorithms, included but not limited to:

Skill-based Routing
Behavioral or Transaction-based Routing
Preferred Agent Routing (Sticky Agent)
Persona-based Routing
Location-based Routing
Sentiment-Based Routing
Round Robin & Least-Occupied Routing
Custom Rule-Based Routing

Exotel’s Enterprise Contact Center and Cloud Telephony platform have enabled us to manage high volumes of user inquiries effectively, ensuring quick response times. With faster response times and 20% improved customer coverage, we have successfully streamlined communication across departments and regions. Exotel's solutions have been a key asset in supporting Shaadi.com's goal of delivering an exceptional matchmaking experience and was a one-stop solution to all our business needs!

Nilesh Borgharkar,
Sr VP Customer Support and Service

With Exotel's robust infrastructure, we've been able to offer our premium users enhanced caller identification and spam detection services at scale. The seamless integration across platforms and reliable performance have significantly improved our users' experience, giving them more control over their communication.

Raphael Mimoun
General Manager & Director Of Product

Our core objective is connecting relevant job seekers with employers. Exotel’s lead assist product has greatly benefited us, as we could scale to millions of phone interviews quickly and efficiently while preserving privacy

Abhishek Dhasmana
Senior Product Director

Exotel's automated calls have helped in increasing our service levels and reducing our costs since there is no need for any manual intervention.

Rajkishan
Senior Manager - Operations and Strategy

Using Exotel’s contact centre solution was critical for our business continuity at a time when enterprise operations switched overnight. They helped us early during the journey to handle and track a surge in call volume by configuring the server backend. In fact, their support executives went above and beyond to make this happen. Today, we have augmented our data-driven approach using Exotel to share and manage inputs for agents to reach desired outcomes. It allows us to identify areas of improvement and strengths.

Srinivasan Iyengar
Chief Operating Officer

The best things about Exotel are – Click to Call for KYC, IVR campaign, App Bazaar, and Lite dashboard, which specifically showcases call flow monitoring, agent performance monitoring, and reporting, easy to set up, and to top it, the support from the account manager.

Manan Manocha
Head of Customer Service

Unify Your Customer Experience Across Every Touchpoint

Equip Your Business with an AI–powered Omnichannel Contact Center