Transforming Customer Engagement & Experience: May 2024 Updates

At Exotel, we recognise the rapidly evolving landscape of customer communications. Businesses today must connect with their customers in meaningful and convenient ways. With this vision, we are thrilled to unveil the latest updates for May 2024, designed to empower your business to exceed customer expectations in ways previously unimaginable. These updates span three major products: Ameyo 6x Contact Center, Messaging & Voice, and the Conversation Quality Analysis (CQA) Tool.

Ameyo 6x Contact Center: Enhancing Customer Interactions

⇒ Omni Toolbar: Revolutionizing Customer Interactions

The Omni Toolbar integrates seamlessly into any CRM system, enabling a fully responsive, omni-channel communication experience directly from your CRM interface. Whether it’s calls or chats, including WhatsApp, the Omni Toolbar ensures you can meet your customers on their preferred platforms without missing a beat.

Features and Benefits:

» Fully Responsive and Embeddable: Works flawlessly on any device, enhancing mobility and flexibility for users.

» Support for Multiple Channels: Equips your CRM with robust call and chat capabilities, ensuring comprehensive coverage across communication channels.

» Custom Object Linking and Interaction Push: This feature simplifies the management of customer interactions by linking conversations directly to CRM tickets and workflows.

⇒ Future Vision and Continued Innovation:

» Support for Emails: Broadening the scope of communications handled through the toolbar.

» Contact Masking: Enhanced privacy and security measures for all communication channels.

» Omni Channel Agent Mobile App: Empowering agents to deliver exceptional service anytime, anywhere.

⇒ Unified Monitoring and Reporting: A Panoramic View of Performance

Our updated Unified Monitoring and Reporting dashboard aggregates interactions from all channels—voice calls, chats, social media messages—into a comprehensive view. This integration simplifies daily operations and enhances decision-making with deep-dive analytics and real-time data.

Features and Benefits:

» Unified Monitoring: Visibility into the actual workload and activities of agents across all channels, streamlining operational monitoring.

» Archiving of All Interactions: Ensures that every customer interaction is logged and retrievable, facilitating better historical insights and compliance.

⇒ Enhancing Future Capabilities:

» Unified Dashboards with Enhanced Metrics: Offering deeper insights and more detailed performance metrics.

» Additional Reports: Providing more granular data to empower your decision-making processes further.

Messaging & Voice Features: Revolutionizing Business Communications

⇒ Limited-Time Offer (LTO) Message Templates

The LTO Message Template brings an edge of urgency and engagement to your messaging campaigns. These templates ensure that every offer sent is seen, felt, and acted upon, crafting unparalleled customer journeys.

Key Features:

» Rich Media Headers: Accommodate images and videos, making each message a visual delight.

» Dynamic Coupon Codes: Embedded coupon codes within messages enhance conversion rates.

» Countdown Timers: Transform passive reading into active responding, boosting urgency and engagement.

» Dynamic WhatsApp Flows: Customized Conversations at Their Best

Dynamic WhatsApp Flows usher in an era of personalised, seamless interactions that feel like conversations rather than transactions.

⇒ Expansive Use Cases:

» Generating leads, booking appointments, registering new customers, or gathering valuable feedback.

⇒ Components and configurability:

» User-Friendly Screens: Navigate through seamlessly designed screens that guide the user from initiation to completion.

» Custom Components: Engage with your audience using various components such as text inputs, dropdowns, and checkboxes.

» Ease of Configuration: Tools like the Flows API and WhatsApp Manager make setting up custom flows effortlessly achievable.

⇒ WhatsApp Campaign Scaleup: Amplifying Your Reach

This initiative elevates your messaging campaigns to new heights of effectiveness and outreach.

Phase 1 Highlights:

» Lays the groundwork for scaled messaging efforts, ensuring your message resonates with your target audience crafting deeper connections and more meaningful engagements.

Conversation Quality Analysis (CQA) Tool: Transforming Customer Experience

⇒ Launching CQA Phase 1.1: A New Dawn in Customer Engagement

The May 2024 update heralds the arrival of the CQA Phase 1.1, marking a significant milestone in our quest to provide a tool that is perfectly in sync with your evolving needs.

⇒ Upload KPIs with Ease:

» Efficiency Boost: Eliminate the time-consuming process of manual KPI entry.

» Flexibility: Upload multiple KPIs simultaneously.

» Precision: Minimize the risk of errors, ensuring your analysis is based on accurate data.

⇒ Tasker V2 APIs: Stability Meets Performance

» Ensuring your analysis runs smoothly without being stuck in progress.

⇒ Cloud Integration: Your Data, Your Choice

» Integration with cloud databases such as AWS S3 and Azure Blob storage enhances scalability and security.

⇒ Schedule Your Analysis:

» Gain insights exactly when you need them with scheduled analysis.

⇒ Agent Analytics: A Closer Look

» The option to add agent names to the metadata file enables detailed agent analytics on the CQA dashboard.

⇒ Holistic Analytics: The Bigger Picture

» Provides a comprehensive view encompassing agents, frequency of analysis, and KPIs.

⇒ What Lies Beyond: A Peek into the Future

» Chat and Email Analysis: Integrate chat and email transcripts for a unified analysis platform.

» Data Extraction Module: Extract specific details from your analysis for targeted insights.

» Mailer Reports: Receive your analytics reports via email.

At Exotel, we are committed to being your partner in the journey towards transformative customer engagement. By integrating our cutting-edge solutions, you’re not just staying ahead of the curve but defining it. Let’s redefine customer communications and forge paths to new possibilities together. Exotel wins when you win; together, there’s no limit to what we can achieve.