Ameyo, now by Exotel, is a software based communication solution that is designed to manage customer journeys and consistently deliver exceptional customer experiences. It is an IP-based contact center software that lets user have a personalized interaction with every customer across multiple channels, improving customer engagement. Ameyo and Exotel merged in 2021. Ameyo is now an Exotel solution.
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CleverTap
Score 7.9 out of 10
Mid-Size Companies (51-1,000 employees)
CleverTap is a mobile marketing solution that helps marketers create differentiated customer engagement strategies that are designed to drive growth. The vendor’s value proposition is that thousands of brands continue to build valuable relationships with their customers using CleverTap’s Intelligent Mobile Marketing Platform, which provides actionable, real-time insights for building amazing customer experiences. According to the vendor, key features and…
Scalable , It is scalable platform that can handle large number of call volume without compromising performance, making it deal for large businesses with high call volumes, due to this it is perfect for our businesses which demands customer support .
It support for multiple time zones and language , it is therefore perfect for companies with global presence.
It offers a range of features, including omnichannel support, automated customer service and AI-powered customer service, that can assist businesses in managing complex customer support requirement.
Features like data encryption and auditing , that can assist in adhering to industrial regulations.
It is quite suited for all the SMS, emails, and other in-game campaigns, but wherein the delivery rate I personally feel it is less, and it has [a] limitation on 5 pins for the day for 1 user, it should be unlimited.
User communication: it provides a single dashboard to help us reach out to our users via email, push, web push, SMS, in-app and now even WhatsApp. Not just that, we can set up various types of targeting, such as one-time, recurring, date/time based, etc.
Analytics: it offers various views and cuts to analyze the user data, be it in the form of trends, funnels, recency-frequency, user cohorts and segments, etc.
Tracking: it helps us track the impact of various paid and organic marketing channels, through which we can adjust spends and focus on the channels that make an impact.
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.
Customer service isn't that great [from my experience], most of the time the team is puzzled or will leave the client puzzled.
Price is very high with respect to the features available. MAU based pricing with a flawed sense of MAU calculation.
The way they calculate MAU is morally wrong. If a customer opens my email that I am sending via AWS, and they don't even come on my app, how can you consider them as active user?
As I said previously, Ameyo is a good tool however it has a long way to go compared to Avaya. The user interface can be improved a lot as they can use it as an app instead of completely web-based. Also, the reporting can be improved substantially and make the experience much better.
Customer support also needs to improve for Ameyo. I am not saying it's bad however they need to support the users by customizing the reports as per the requirement of the user. They usually try to refer the user to videos or articles whereas the service for Avaya is that they show you a demo and not only that they customize the reports as per the business requirement
Avaya is very very good software. Most of the BPOs Contact Center's use them. They are very easy to use and don't use too much data also. Also, their user interface is very easy, especially for people who are not technically sound. The reports can be customized according to one's choice. I will recommend Ameyo's technical team look into it.
Edit: Clevertap added attribution tools to its features, making it possible to track your user acquisition sources. CleverTap is as complete as Localytics. It provides us good segmentation, analysis and engagement tools for a good competitive price. T̶h̶e̶ ̶o̶n̶l̶y̶ ̶d̶o̶w̶n̶s̶i̶d̶e̶ ̶i̶s̶ ̶t̶h̶a̶t̶ ̶C̶l̶e̶v̶e̶r̶t̶a̶p̶ ̶d̶o̶e̶s̶ ̶n̶o̶t̶ ̶h̶a̶v̶e̶ ̶a̶t̶t̶r̶i̶b̶u̶t̶i̶o̶n̶ ̶t̶o̶o̶l̶s̶,̶ ̶w̶h̶i̶l̶e̶ ̶L̶o̶c̶a̶l̶y̶t̶i̶c̶s̶ ̶d̶o̶e̶s̶. One other major advantage of Clevertap is its customer service. They are always standing by to promptly respond to any question you might have regarding its usability or its development. This kind of careful attention is really appreciated.
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.
Our additional revenues from additional in-site promotions during a festive sales jumped 40% after using Clevertap pop-ups that targeted people at the product & category level.
