With the international contact centre industry growing at a steadfast rate countries like India, Philippines, Eastern European and African countries have become hubs for international Business process outsourcing. More and more enterprises across regions are outsourcing their business processes as their scale operating scale increases.
Running a typical International CC for an MNC with huge customer base subjects one to face a highly complex communication network consisting of various departments, workforce, and customers spread across differing geographies. A strong and robust communications technology can cater to intertwine the complex networks and deliver consistent experience to its users.
Ameyo’s comprehensive communications solution has advanced capabilities for multi-site networks and features like innovative Number Management with filters, Time Zone Management, Dynamic Queue Management, Campaign management, Presence Management with multi-channel support. The hybrid architecture adapts to the complex telephony networks, whether TDM or VoIP, for converged communications.
Ameyo allows International Contact Centers to
Increased campaign productivity: With high Answering Machine Detection ensures maximum number of live connects for your business. Reduce agent inefficiency attending busy signals, fax tones or answering machine. Empower agents to call customers at their preferred time via their preferred mode of contact and capitalize on cross-selling and up-selling opportunities with blended capabilities.
Ensure right connect every time: Business logic based Intelligent routing ensuring connecting of inbound queries to the most appropriate resource. Route calls as per the location, language proficiency, issue complexity or domain knowledge. Moreover, with multi-channel support, the customers can choose their preferred mode of contact.
Ensure Compliance: Filter leads and comply with Do-not-Call regulations allowing you to focus only on the profitable interactions. Reporting and voice recording to facilitate compliance for advance business process requirements and future extensibility.
Monitor quality across CC: Perform snooping and barging to monitor agent-customer interactions. Create comprehensive reports for agent productivity, process efficiency, organizational performance and metric tracking. Generate reports using real-time, latest data locally, or via web-interface for remote access.
Centralized Administration: Ameyo ties together all the entities such as formal or remote agents, multiple locations, customers, campaigns, and processes into a single unified entity that can be easily managed from a unified interface.